WideOpenWest Reviews

Had decent service with them for ~3 years, the connection was mostly stable for me with an outage here or there.

However, I recently moved and actually disconnecting service with them has been a nightmare, their 'help line' was purely machine-based... This isn't necessarily a problem, but every prompt led me to be hung up on. So the help line was essentially useless.

Their website didn't help either, even after logging into my account there was no option to disconnect service. Now I'm waiting for general customer service to get back to me (sometime in the next 2 days?) and in the meanwhile, I'm getting charged for the service.

2 stars for the decent connection speeds over the years but the relatively high price and lack of customer service really sours things.

Wow, doesn't good in service having 2 months using wow internet, but we really don't know the reason, they disconnected our internet, then ww called them about it, they keep on promising to fix it but still until now.

Consistently loses service this is the third or fourth day in a row where I've lost all service this internet provider is hot garbage. Its severely disappointing to know that this type of service is the only one available on military bases. Wish I had comcast at least then the bill would be worth it.

I can't get through one episode of a show without the internet going out... And I don't even watch a lot of Netflix, but when I do... I don't have internet... Y'all need to fix this problem in Grovetown... It's not just me...

I've been to third world countries with better internet than what these guys provide.

Every day around 6 for this week the internet goes down, not a big fan as of right now I'm paying full price for internet and only getting to enjoy it half the time.

My internet has been down for over a month. By far the WORST service ever. Repair people are incompetent. Hidden fees on your bills. Years went by without having full amount of internet.

Internet is always out, can't play a game without it disconnecting...Bill is extremely high for outdated equipment and basic service.Comcast please come to my area I would pay for decent service...

Terrible. Wish I could give 0. Internet was so slow, no help offered. Finally canceled month to month contract where I was being charged double what Comcast would charge for 2x speed on corporate account. Was told I would owe nothing but have been receiving multiple incorrect statements ranging from $1,005 to $635 in services that were never rendered.
Working with Tracy Darr from customer service has been unsatisfactory to say the least. Still trying to resolve account issue since October; now mid January.

I have been with them for 14 years. My monthly bill was $241. My wife tried to save us a little bit of money by getting rid of 3 premium channels but one of them was wrong so we switched one of them out to the right one. I just received my bill and it increased by $32 for less service than we had before. They REFUSED to fix it. Hello Comcast!

Worst customer experience I have ever had. Sent technicians out three times to fix the same problem that was finally corrected in one visit by new provider and they charged me for all three. When I called they just shuffled me around and now they have one less customer. Don't think you will get reliable service from them.

Customer service is awesome with this company! But a few of the services aren't as good. The internet is very fast, but i really do not like the cable service at all, there's a very small selection of stuff to watch OnDemand and I think the DVR program needs to be completely re designed. Home phone service is about the same as any other company. All in all I would probable take Comcast service over WOW...

I only have WOW because that's the only service allowed in my apartment complex. If you have the choice DO NOT GET WOW. When I initially signed up they gave me a plan that was double what I asked for. It took 5 months of calling every month to fix my bill since I have the original copy of the contract I signed. If that wasn't frustrating enough, out of no where I had an early termination fee of $135 slapped on my account out of no where. I seriously have no idea how they are still in business. I'm looking at changing apartments just to not have WOW.

Have had trouble with cable scrabbling out and going black. Changed out box and called the 1-800 number to connect it and they were unable to. Of course it was the weekend and the soonest we could get assistance was in 24 hours. That was not guaranteed either. Think it is time to change.

Called over a year ago in panic due to fact I work from home and Comcast kept cutting out on me, after 4 tech visits later and threatens of termination. I found wow, and very grateful I did. Efficient, fast and professional. Only problem was with modem in first few weeks after becoming customer and sent tech over asap to switch out. Very grateful to be working and thankful to wow for such great internet service that it is possible.

WOW installed a very old internet/router box. Technician claimed they had no new ones in stock. After installing, we had no internet except for right next to the box. The technician said we would have to return the old box & pick up a new box ourselves. Upon calling Customer Service, the rep claimed there is no difference in speed & distance between the boxes. We simply canceled service right away & reinstalled/reactivated our Comcast.

They are always going down for long periods of time.

Horrible internet for online gaming and never get consistent speed. I wish there was another provider.

I ve had bad internet before but this by far the worst internet I ve ever experienced. Slow speeds, bad customer service, and price is way up there. I used my phone as a hotspot with 2bars and it out performed the services they have. Stay away from this company

I see that there are a lot of pretty bad reviews. I honestly have not had much of a problem with WoW!. I only have the internet service. My Bill is not outrageous. It's exactly what they said it would be. My only issue I had was when my account went south and when I paid the balance I was not told that it included the price for the equipment but never attempted to retrieve. But when I lost my job and my service was cut off they called wanted to collect the modem. I politely let them know it belonged to me because I paid for it. This was about 2 years ago. And here recently my internet has been slow. I called today and they will be sending someone out Thursday. I am overall pleased with my service and the customer service I have received over the years. They have been very helpful and prompt in taking care of my concerns. I hate that others have not had the same experience.

Worst service, cancelled phone and still paying the same amount? They can't explain this and won't correct billing. Channels are always cutting out or in pixel. Customer service is a joke. Will call you back in a week with an answer? First your told you can cancel at anytime without worrying about a service charge and now they are charging one, without any type of consent from us? What a racket!

Ive had WOW Internet a little over 4 years. To date, Ive had 7 modems and 11 Routers both personal purchased and rented units from WOW. Every few months my internet speed goes down. Tonight, my download speed is .58 per sec...yes, you read that right. A 9400 baud phone modem is faster than what I have right now. Upload speed is .02 through a variety of speed test sights. I cannot change ISPs as they are the only ones allowed in my area. Stay away...stay far away...I would rather have a fax and snail mail than their crappy service. BTW, I am writing this on my Verizon Phone internet because I have tried twice on my PC and it will not load. Image attached of most recent speedtest...

After having WOW! For just four days I have already had to have technicians come to my home twice, and I have had over 24 hours without internet service. I strongly advise against using WOW! Internet service.

DO NOT USE THIS COMPANY. DO NOT TRUST THIS COMPANY. They will stab you in the back. I had WOW cablef 6 months last year. From the first day until the last day I had unresolved issues and was not happy with the service. I called several times to get the issues resolved but to no avail. I've been discontinued service and was hit with a $350 early termination. After 3 months of going back and forth with the company to get the fee waived they refused. When I called the company to set up monthly payments until the debt was paid, a month later I get a call from the collection agency. A real shady, disgusting company with useless, incompetent associates. RUN AWAY FAST!

They won't let me update my payment information on their website. Their explanation is that they don't trust their network security enough to let me do that.

I'm paying for 100 mbps but I check my internet speed and most times I'm down loading at only 35 mbps. I've never see a company who's speed consistently drops off.

I am a member of the armed services and have decided to use WOW instead of Boingo for faster speeds and less connectivity issues. So far, it has not been a good experience at all. Technician came out on my first appointment, June 7, and the mechanical room was locked to turn on my services in my room. No problem. We scheduled for today, June 11 from 2-4. A technician did not call me at all to let me know they were coming, they were going to be late, nothing. The first time I called them, they told me they could not locate the technician and to wait 15 minutes until I called again. I waited 30! Called back, they told me that I now had to wait until 6pm for service. Technician finally calls me and I stated that it should have been on the notes that someone needed to unlock the room to access the switch needed so my service could be provided. Needless to say, did not happen so I was told to reschedule again. This time, I was told I have to wait until Friday! I have been on the phone with WOW for hours today. Still talking as I type this. I was told that it is in m notes to attempt to get an earlier date (all just to flip a switch) but no one called me at all to let me know that. The representative told me that they will give me a call tomorrow, June 12, to see what they can do. No. I will not wait until some magical thing happens. I mandated I speak with a supervisor. I am STILL on hold. This is not a great way to start off with a new company.

Horrible pay for the highest internet bundle for 5+ devices and "optimum streaming" and within our 208 sq ft den our TV still lags! The room right next to the router and our phones dont even have enough wifi signal to be on facebook ! We have had them come out to "fix it" and they charge you to look at the cable and DO NOTHING!! So they charge you to fix their mistake of over-promised and never delivered service ! We are looking for a new provider after dealing with them for two years because of the empty promises to correct, but they never fix anything and add items to your bill ! I will be sharing this info with everyone I know and when I find a better provider I will make sure they know everyone I know with WOW so they can help them make the switch too!

Literally the worst and most EXPENSIVE internet provider in the Fort Gordon area consistent outtages, WiFi always disconnects, all while the bill keeps going up. DO NOT GET WOW! Customer service is friendly but they don t do anything to fix the issue except offer a half apology.

Live your life without internet if this is your only option. Terrible, just terrible. I was told I could have internet serviced to my address, after getting the run around, I finally had a service tech come out to my address. He told me the Tap was more than 300 feet from my house and that I would have to pay over $1000 to have them install cable line to my house. I asked him if I could run my own cable line in a conduit from the Tap to my house. He said that shouldn't be a problem. $250 dollars later the cable line and conduit are run from my house to the tap. One small problem. Their tap is broken. I call them and tell them that their tap is broken and it needs to be replaced. Service tech number 2 comes out. He tells me he can't replace it and hook up my cable because it is not how they do things. So no i am out $250 bucks after getting dragged around by these people for the last month.

There is no need to look further WOW Internet is the worst Internet and customer service available in Augusta. Unfortunately living on post (FT Gordon you have no choice.. FT Gordon should remove this service from post and offer it to someone else. The only reason I gave it a one star is because I can't give it less than that.

Paying $50 for 30 Mbp/s speed, only getting 15 Mbp/s. AND they jacked up the bill 20 bucks with no warning or reason.
Not only are they dishonest about what you're paying for, but they'll also jack up the price on you randomly.

Great internet, but the cable boxes are old technology. Staff is nice in the office and on the phone.

They keep going all the time.my bill jumped 10.00 this month. Would get rid of them if I could find a cheaper one.

Coming from Comcast, I honestly thought the bar was so low that switching to WOW could only make things better. Oh how wrong I was. I've had WOW's 1gig plan for 3 months now and have been forced to settle for 10-30 mbps download speeds for HALF of that time! During that short period I've placed at least 20 calls to their office and 7 separate times they've sent out technicians. It took 4 weeks and 4 trips out just to establish that it wasn't my modem or any issues inside the house. They would come out, say 'well, we see you have your own modem....' which I would hear every single time. Nope, sorry, that's not it. And I know that not just because I did my homework in choosing a docsis 3.1 WOW compatible modem, but because they hooked up their own and tested it and it didn't change anything, AND because it worked perfectly for almost a full month before issues began. But since their supervisors don't do their job (mine was Austin, who refuses to answer his phone) you wind up calling support yet again where you have to go thru the same usual suspects troubleshooting all over again. One of their technicians even ran new wire in the house and left it completely unsecured hanging from the edge of the roof. See photo. Unbelievable.

Maintenance crew finally gets involved to try to fix it at the street level. They come out, rerun a wire from one box on the street to another. They report it fixed, and it restores again. I ask him how sure they are that they really fixed the root issue this time and they say "oh yes, 100% positive". One week later, back to slow speeds again.

And the issue is still not resolved.

So far, the only technician that seemed to really know what they were doing and provided good customer support is a guy named Jason.

What a nightmare. If you're a Comcast customer. Stay there. Trust me. It CAN get worse..

Worst company ever in all aspects of business related.

By far the worst internet company. I stayed on post never once did I pull the mbps they said I was paying for. Also they sold me on internet service of 100 Mbps in the fort Gordon area. A couple months later when I never came close to pulling 100 Mbps I called to cancel. A rep on the phone told me they don't even offer me 100 Mbps in the area at the time so I never should have be sold that. Switched to 30 Mbps and only pulled about 7. Horrible company. On top of that the cable is trash. You pay over a hundred dollars a month and get no hd channels not even local channels have hd. I was never given a box just a old coax cable.

Good value on internet service. However I was basically called a liar because for some reason a phone call I pervert to them wasn't recorded in the system.

Got to be the worst internet in Augusta. What are they doing to improve service. Smh. I wish I had another choice.

Theresa is very friendly service and prices are great

I always get great internet services at a low price. It is extremely easy to set up with them and they will come to your house and install everything for you. I've had to cancel with them twice, both times for deployment, I just walk in with the router they provided and my orders and in less then 5 minutes my account is cancelled.

They always try to get any problem you may have solved the first time and they are very professional about everything.

I highly recommend them to everyone, I have never had a bad experience with them and I highly doubt I ever will.

I actually have good experience with the customer service. Oh but the service is awful. Speed is terrible, lot of disconnections. If there was an additional device aka phone or iPad the network slows down to snail-pace. This is the worst internet I have ever had. I would never use this service again.

Literally was on the phone for 6 hours trying to get customer service. I will never again use WOW or recommend it again. It wasn't this specific store but WOW has by far the worst and slowest customer service I have ever witnessed in any company. I have never been on a phone for this long before. Terrible terrible experience.

I hate places like this that are only open during normal work hours. Most people get off at 5 and this place closes then. I just don't understand how it is good business. If I had another choice I would go with some other cable provider

Wow Sucks... Internet goes out almost every week. If I didn't have to get it trust me I wouldn't have it. When I move I'm switching to Direct tv see ya!

The worst customer service in the business. I have been waiting on a service response for three weeks and they have yet to respond after 10 calls and numerous trips to there office. Do not use WOW!!!!

Your dispatchers came and fixed my interent when they noticed live wires in the road. I'm a comcast customer (not for much longer)- I scheduled them to come and apparently they don't care about safety because they could only make it out on the 17th. Thank you for having amazing workers who do what it takes to keep people safe.

I was a Knology customer, later Wow customer. I had a renewed contract paying almost the same monthly ammount. I needed to stay out for 3 months because of a surgery and my mother passed; but I continue paying every month online. When returning home, no working internet or cable. I have spent hours on the phone and Wow office to know my service was cancelled and the early termination fee applied without my knowledge. Nobody could help when I called because I have to pay late fees, return equipment and begin a new contract. Is it fair?

On hold for an hour trying to cancel our service. The rep was rude so I am waiting on a manager. Have been a customer for 8 years. This has never been the best service provider... For our specific area it was the only one available. Covid 19 has them completely shut down... And this is October... So why do they not have any provisions for thier customers yet... There should be reps and managers available by phone if you cannot make it to a location. I would never recommend WOW to anyone that has a choice for an ISP or cable company.

It is the worst service ever... every week we were out a service..and paying good money.

This company is a scam. They tell you one thing one the phone then you get your bill and there are 5+ surcharges (basically double paying for services you are already paying for) that they can not explain to you and say they can't estimate that for you when you call to get service set up. And they also say they aren't the ones who put those charges in place and can not tell you where they come from. Yea, the people you call are nice, but the company is out to get you. And of course, now we are locked into a 1 year agreement (just like comcast tricks you) and we are stuck with paying 2 months at a time. $200+ bill for slow internet and shotty cable.

great customer service. Was a painless switch of a new cable modem!

Customers beware...we signed a contract for WOW to install our new phone system in 4 weeks and it took 7; we were one phone short; install was postponed due to a "major piece of equipment" not being ready for the installers, and as nice as the installer was he left and had wrongly wired our front desk computer and we had to pay our IT people to come fix it - on our dime of course. It gets worse...we were left with NO instructions as how to forward the phones when we left work so the tech called remotely to have it done but we could not Unforward the phones this morning! We had no service 'til 10:30 a.m. We have called WOW all day and are told over and over "we'll be there shortly" well it's closing time and they're still not here. Only 1 of our 8 phones rings on the main number only with no roll-over to the other 4 lines and only 1 of our phones rings for our 2nd business. We are livid. We got dropped on our most important day of using the new system which is limping on half a leg. There is a long long distance between sales and service for sure. If you consider WOW phone service as a business think about having them sign a contract to avoid problems like we're having or their bill gets docked. I finally called our sales rep and she indicated that unless a "ticket" is made up nothing will happen...which she did...and evidently that's why nothing has happened all day long..."no ticket." Remember the "ticket." Our experience thus far with WOW service is that it's terrible. Think twice.

My husband and I love to play PS4, usually during the weekdays we dont have an issue getting online. Its always around 7/7:30pm that we start having issues trying to play online.

I've called multiple times, had success once trying to call after business hours since the wait is so ridiculously long. They scheduled someone to come out.

The guy that came out here to try and fix my Internet was awesome. I wish I remembered his name. Other than that my Internet is still doing the same thing every night. If Xfinity came out to my area then I would rather use them.

They claim to have world class customer service.. NO, absolutely false. If you need to order service they are fine and very helpful. If you have a problem then they play the transfer game, then hang up on you. I'm this close to cancelling my account and going with another provider. I'm on hold now and we will see how this call goes before I cancel my account.

I absolutely love WOW! Sure there are some outages and issues here and there but they have fantastic customer service and fair prices :)

Called them to have services transferred a couple months ago when we bought a house and was told everything was set. A couple months later, we get a crazy high "over-due" bill for all the months after we had the services transferred. When we called to have it fixed, they told us we had to pay it because we never cancelled the old ones when we transferred. Kindly explained to the women, who clearly didn't understand or speak English very well, that I shouldn't have to ask to cancel it. The definition of a transfer is to move from one place to another. Finally had them cancel the account and said we could expect a refund in the mail in 5 to 7 business days. It is now more than two weeks later with no check. Called earlier for an update and was transferred 5 times before the call just ending. When our contract is up, we will NEVER be using Wow services again. It shouldn't be an all day process to speak to a representative about an issue....

Love these guys! Couldn't pay me to even think about going back to Comcast.

Horrible service. Even worse customer service. My internet never worked. You wouldn't believe how many times a technician came out to my house to accomplish NOTHING. A huge waste of money. They are always overcharging so don't do auto pay. I found my Bill's to be more than what they should have been numerous times while I had service with them. Then they charged me when the technician came out. So that was always an argument because why am I paying for this technician and nothing is getting fixed? Having wow was stressful. Horrible company. Do your research on WOW. I even did a review on BBB (Better Business Bureau)

This has been the fourth time that I've lost service due to a technician mistakingly disconnecting me. Today's issue was that the neighbor moving across from me was supposed to be disconnected but disconnected us instead. I was on the phone for the better part of today. The first person told me that they would fix it as soon as possible but had set up the appointment for the end of the next day. The second person told me they talked to the technician and they would try to fix it today but can't guarantee anything. The third said nobody answered and saw nothing noted about anybody trying to come out today. I should not be put on the schedule of the people that made me be in the schedule in the first place. I cannot believe that the first and second representatives lied to me. I wanted hours.

I called to get pricing information. I was told WOW services my street, just not the section I live on. What is that about? I know they service all the way over to Walker St in Augusta GA, but not an area on one of the man streets in the city? That is a bunch of bull.

Internet service has been horrible, literally have had to call them 20+ times the last 3 months and have had field technicians come out to the house 4 times in that span. They act as if though it couldn't possibly be their equipment, even though the customer service reps couldn't see the equipment on their end and thought we had it unplugged. Then to top it off, they double charged my account and said the best they could do is put the second charge towards the following month, or id have to wait 4-6 weeks for a refund. Used to think Comcast had horrible customer service, but seriously starting to think WoW is leading the way in that department.

I was a customer of WOW for 8+ years with no issues. However, I recently moved to a different neighborhood that they do not service. The original representative told me "no problem, we will discontinue service on the day you close." The next day, I received a call from the representative's manager stating that there was a cancellation fee of $55 for breach of contract. I explained that I was not in a contract as I had signed up years before without a contract. He told me that I agreed verbally, so I asked him to provide the recorded call he was referring to which he was not able to provide. I explained that I wanted a call from upper management and he stated that he was upper management and could not do anything about the fine because it was company policy. I told him I would pay the bill if they could provide the contract. I never received the contract and was sent to collections for the $55. After referring them for many years, I no longer support this company for their lack of customer appreciation and incompetent policies.

Too expensive! $154 a month for basic tv (one HD non-DVR box) and average Internet. Where I live in the Augusta area, Internet options, in terms of available speed, are limited to ok and average speeds. Even still, I feel like with the amount I pay, I should have high performance speeds. I am ditching the tv portion all together and maybe switching to someone else to get more bang for my buck.

HORRIBLE!!! My husband and I currently have wow and it is the worst. It CONSTANTLY times out and takes forever to come back plus we pay a lot of money for it. Last month when my husband and i went on vacation they took out 2 payments without our permission so we had to cut our time at the beach short and when we called they were absolutely no help. It would have taken them 90 days to get us the payment back that they shouldnt have taken out in the first place. Unfortunately for us we have to have wow because we live on fort gordon but if you have any choice at all in your internet provider DO NOT choose wow.

This is the absolute worst cable company I have ever been with. HORRIBLE customer service, HORRIBLE service, and horrible technitions.

Rates always going along with service interruptions

Worst company ever. I always have to call at least 3 times to get an issue resolved. I haven t had their service for over a month now and I m still getting charged money for their stupid equipment. I will avoid this company like the plague.

Why do we have the weekly test sometimes 5 or 6 times a night with all that noise an buzzing stuff. Some of us have nerve problems an use tv as a source to help with panic...

I had WOW! while I lived on Washington Rd and I had a very good experience with them. At first, the internet speed was spotty and would cut out, but along with my internet service, I was also afforded a visit from one of their service members free of charge who was able to locate the problem (a bad cable/connection) who installed a new cable and fixed the problem completely. They were professional and easy to work with. For the Washington Rd area of Augusta, I would definitely recommend. Their prices easily beat out the competition.

I was pretty upset when I originally posted this review, and I feel that after I got my resolution, I needed to update. I posted on WOWs Facebook page and within an hour I got a response from somebody confirming that the charges had been reversed after the bill had been sent. I am giving them three stars because I don t think it should take a scathing review for a company to do the right thing and I should have had this resolved when my husband called their customer service line. I am pleased with the resolution of my complaint.

Original post***

We recently moved from Fort Gordon to Grovetown and when my husband called to have our service transferred they TOLD him that they don t provide service to the area where we were moving. He was also told that in order to break our contract without being charged, all he had to do was provide proof that we purchased outside their service area. We did that and thought everything was resolved. Imagine our surprise when we get a bill from WOW for $195 dollars for breaking our contract. When my husband calls them they tell him that they DO service our neighborhood and that he needs to now take time out of his work day to go to the office because the telephone customer service can do nothing for us.

I work for the homebuilder and can confirm that WOW only serves a small section of our neighborhood, our house is not in that area.

Totally inexcusable and unnecessarily painful process. I will never use WOW again, nor will I recommend them

I can't see what everyone is complaining about. I pay $100/mo, get extended basic cable, 50 MB/s internet, and free dvr in my living room...

Worst internet provider I have ever had in my entire life. Avoid at all costs!

TERRIBLE customer service -- they have outsourced all to Asia. Can barely understand CSRs. Long hold times. Long delays to get a tech out to service. Finally leaving for Comcast, which is marginally better.

Actually, even one star is too high for their service. I have the base 100M network. It works really poor, very often disconnection. Unfortunately, Wow is the only network provider in our apartment... Bummer!

Average service, nothing really special about the internet package I chose.

I ve been on the phone for over an hour because my services have been disconnected when I have a $105 dollar credit balance from my previous address. Instead of fixing the issue, I ve been transferred 6 times between people who can t seem to figure it out. Worse internet service ever. You re better off using your hotspot from your cellular device.

Worst customer service and intermittent internet connection I ever had in GA. There were a number of times I had to use my cellphone tether just because I needed a stable connection.

Customer service there is terrible had better service when I called

Our equipment was struck by lightning last night. Called customer service. Sorry, but I got someone who barely speaks English. She also has no clue how to do her job. Was put on hold over 10 minutes. Then when I was on the phone with her, she never says a word, to even let you know that you're still connected. She had me do simple trouble shooting. Power off and back on. (Hello, it was struck by lightning!!) Then decided that she needed to schedule a technician to come out..........Wednesday
Customer service needs a great deal of help!!! Very poor service.

2 counters working. Over dozen waiting for service. Sad

Internet and cable sucks! Constantly drops signal to where I have to reset the modem at least 5 times a day. Digital channels constantly freeze or just don t work at all.

I would suggest you stay away from WOW. They have false advertising, the cable guy came and hooked me up, didn t give me my new password, charged me more than the advertisement. I had a horrible experience with them. I had WOW for 2 days and paid an unreasonable price to get out of that mess. Hopefully others will have a better experience.