WOW! Internet - Cable - Phone

We have reached out to this customer to clear up his billing concerns and are making arrangements with our local management team to have his Internet problems resolved.

Thank you for taking my call earlier today. I have gone ahead and credited the 13 months worth of SPP service as we discussed.

This issue was forwarded to our local management team to resolve this issue for the customer. As of 9/19, the customer reported that the issues have been resolved.

Complaint: [redacted]
I am rejecting this response because: The woman that claim to be from the executive department at the cable company and I agreed on a time. That account research team was supposed to call me at 5 o'clock. They account research team never did call me at that time. The woman from the executive office at the cable company was very rude and wanted to argue with me over the facts. It is just disgusting how customers are treated like this. I am very appalled and disgusted that this cable company and they're rude employees in their executive department.
Sincerely,
[redacted]

You are being charged a re connection fee for the service being suspended due to lack of payment. We have waived these charges for you in the past and made you aware of what causes them. If you wish to no longer see the charges on the account you would need to make a payment by the due date for the...

full amount. We will not be waiving these charges for you going forward.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I am doing this based on the response that they have...

taken the balance to $0.00 in their message posting.  Thank you so much for your help.
Sincerely,
[redacted]

We have reached out to the WOW! customer for more information. We have our local field team working to resolve this issue.

As we have previously stated, we are not able to provide free modem rental on this account. We apologize if there was any miscommunication by our representative and have offered the customer the option to be released from the annual service agreement, without penalty, if he is not willing to either provide his own compatible modem or pay the lease on ours.

Complaint: [redacted]
I am rejecting this response because:I have talked to wow cable internet phone people and they shut off my services even tho I paid for this whole month so I want them to pay me for the 9 days I have left they are saying I called in and ordered movies and I know I didn't call them I had my demand blocked and they unblocked it so I want my services back on until my bill is due again. 1 person tells me 1 thing and another person tells me something else I don't understand how they can take my money for service then shut me down before the month is up.I want my money back for the rest of this month because I paid my bill of 144.00 this month and they shut me off today how can they do that.I still have 9 days left.
Sincerely,
[redacted]

We have not been able to make contact with this customer. We left a voice message to return our call. We will be happy to assist once we can make contact.

They took $80 form me and promise that my service would be restored when instead they cut it off the same day because of my brothers account which has nothing to do with me that was a sneaky way of getting $80 out of me thats  Bad Business practice I have attached to this email  a phone call  with the lady promising service  after the $80 payment. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We agreed with the customer request and will make sure he is not charged past the 22nd of June.

Initial Business Response /* (1000, 6, 2015/12/01) */
We have had a technician deliver the remotes to the customer home to ensure they where received.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/05) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
WIdeopenwest provided the replacement equipment, but did not honor the promise to reduce contract rate, but instead increased the rate. This is not what was promised, as does not demonstrate good faith or fair business practice.
Final Business Response /* (4000, 10, 2015/12/08) */
We have corrected the billing to reflect a lower rate as the customer requested.

The customer elected to cancel her service. As such, we consider this matter to be closed.

WOW! does not make any guarantee of providing firmware updates to customer-owned modems. We do not have any updates available to this equipment at this time.

Local field management has corrected an area issue that would have been impacting the customer, this was done on 9/21.  Could not be reached via phone to inform.  A door tag was then left for contact information if any issue persisted.  Sent a follow up email inquiring how services...

were working on 9/25 which has also not been responded to.

We have resolved the service issues at the home and the billing concerns the customer had. We are assuming this case closed as we have provided a resolution for both issues.

We found that, due to an error on our part, the customer's balance was not corrected and was sent to collection. We have issued a credit to refund the amount paid and are sending a request to have this removed from the customer's credit. We apologize for the inconvenience this has caused and...

trust that this resolution will bring this matter to a close.

Initial Business Response /* (1000, 11, 2015/10/19) */
I apologize that you where having speed issues with your internet service with us. I have placed a credit on your account for the cost of service for 8 days that you reported having this issue. We will not reimburse you at your requested rate....

In our terms of service we do not mention an 80% reliability guarantee. We do however try and use that mark to help troubleshoot issues if something repeatedly falls under that we need to address that issue. If you have any further concerns please let us know.

I have contacted the customer again and we have worked out the remaining issues over the phone. We have addressed the movie costs issue with us applying a credit to his account. I have also explained the SPP addition to his account and how his bill will look going forward.