WideOpenWest Reviews

I'm not giving 2 stars because the Internet is bad. I'm giving 2 stars for customer service. The first person I spoke to this morning was very rude. After transferring me to the provider in my area (supposedly) I spoke with a woman who "listened" to my issue and immediately asked for the information I told her I was missing. After that she had to again transfer me to my area provider? Which I thought had already been done. My third representative couldn't find my information and transferred me yet again because I had been transferred to the wrong department. At this point I've given up and will try to go into a store to see someone in person.
By the way, this all happened because I received a notice to pay a bill, Sent the bill in weeks before it was due, and my internet was still shut off.

So terrible. Sucks options are so limited. Internet is down for three days and I have to pay someone $50 to fix it. I call wow about it and the Indian lady over the phone deflects the question and says that I have not been paying rental fees on my modem, WHICH I BOUGHT FROM THEM. She then tries explaining how it's impossible to buy a modem from WOW, WHEN I LITERALLY BOUGHT THE MODEM FROM THEM. Thinks I'm lying about a $30 modem that wont give me about 1mbps download speeds for my 50mbps internet. Truly insane.

I've had them come out to my place of residence 6 times. I'm paying for 1 gig speed and this mess consistently underperforms. Basically I'm getting sh_tted on services being paid for. The techs find a reason not to go into the service closets or any other type of trouble shooting. Let's not mention the freakin customer service reps. They do not troubleshoot issue well for the most part they sound lost. I swear if I could get another service here I would. Unfortunately my complex has a contract with these vampires. This mess needs to stop......

I love the staff very friendly not like the other competitors.

Terrible. Internet never works and terrible customer service. My poor mother has been having issues with this place for years and even pays an additional $5 a month for their extra customer service, yet they never can be bothered to come over and help her. They make you jump through hoops to get anyone out to help, and the workers are incompetent. Any good reviews here are most likely fake.

I have quit calling about my service issue. The tech told me its the cheap boxes and low signal they push. When will cellular offer competitive pricing so cable companies will either act right or fade away.

I have had more problems with trying to get stuff right with this company you call to do one thing then they shut off my internet the wrong date then they want to charge me to turn it back on even though it's their fault then they charge me for internet that I'm not even getting for Speed because they gave me the wrong price on the speed that I was supposed to get this company is a joke

Worst internet provider ever. If you can avoid them, AVOID AT ALL COSTS. Our internet hasn t worked in about 6 days.

I wish I could give WOW zero stars. Many businesses strive to establish relationships with their customers, which ultimately keeps them coming back. WOW, however, takes advantage of there customers and only cares about one thing money. I have made multiple attempts to speak with a supervisor, but the immediate employees placed me on hold for a few minutes, took me off hold, and then attempted to sell me a product. I needed to cancel my account because of active military orders. Unfortunately, the company refuses to do work with military members as well as the general public. Explore packages from different providers, or forget about internet completely if WOW is your only option.

Nothing but issues since Knology sold out to WOW. They were once a very good company

I have had service with WOW! for four years. I have enjoyed the service (internet) I received and am going to cancel today only because I'm moving out of state where it will not be provided.

I ve been promised a refund and have been waiting for weeks, WEEKS and have talked to TEN different people. This afternoon I called to speak to a representative named Mark and he told me he couldn t help and gave me a number to call their third party customer service that deals with refunds, ok cool. I call and she can t find my account which obviously means WOW has not processed my refund (words from this representative) I call wow back and get told again, this is something they can not do and will transfer me to the refund department and after being on hold for TWENTY MINUTES I get hung up on. ARE YOU SERIOUS?! Save your time and money. Do not sign up services with these people.

No help at all I just get bounced around and around with no resolution

I scheduled an installation appointment and the technician never showed and didn't even call. After I rescheduled twice I finally got service. When I was preparing to move out of state I called to cancel service they said no problem and even took my new address to send a final invoice which should have been $0 since I paid on the phone. I got moved into my new place and I am still receiving bills for service that has been cancelled for months. After several calls to customer service the issue still isn't resolved.

Darlene was very helpful and polite. She resolved my issue quickly.

Worst internet provider I have had to date. Lets start at the beginning I purchased a Gigabyte of internet speed and rented a router/modem from them and they gave me a modem/ router that was not capable of even doing a Gigabyte. I then proceeded to call technical support via telephone have no idea what there talking about. There solution to this was to send me a replacement. Mind you the physical specs of that piece of equipment literally could not do a Gigabyte and hardly could do 300mb over wifi at that. After battling there tech support for about three hours the lady hung up on me. I immediately called back and they ended up sending me to Eero technical support which is there wifi extender so there was literally no logic being used by the Wow tech support considering it was a modem/ router issue not an issue with the wifi extender. Finally I came to the conclusion they were going to keep giving me a run around so I went out and bought myself a new modem Arris: SB8200 which uses DOCSIS 3.1 "Actually capable of 1gb" and a new router Asus AX3000 RT-AX58U which uses wifi 6 "can actually do a Gigabyte over wifi". Finally the speed tests at multiple times during the day. The fastest I saw the internet get up to was low 700's but on average I was seeing 400-500mbs the internet speed was constantly going up and down all speed tests were done hardwired into the router and also done from the modem as well. I called Wow and told them I needed a technician to come out and take a look at the equipment and that maybe they used a bad splitter or had a bad cable leading to the house. The technician came and checked and concluded that the box outside needed a part replaced. He then proceeded to tell me that he didn't have this part on hand and that another technician would come out and fix it later this week "he never came out". I called a week later and re-explained the situation and again took technical support 2 hours before they decided that I would need a technician. The second technician came out and again came to the same conclusion and again they said they didn't have the part on hand with them. They told me again that anothet technician would come out later that day which he never did. I waited a whole week and the "replacement" part never came or was installed. This current week they decided they wanted to charge me for having the technicians have to come out which was a $50 dollar charge per visit. I never have once had the internet speed I've been paying for because they couldn't fix the issue outside and then they wanted to charge me to fix "there" issue to begin with. Needless to say I changed my internet speed from 1 Gigabyte to 500mbs since they cant get it together. My overall review: bad technical support; substandard modem/ router that physically cant do a Gigabyte; hidden fee's for there issues; bad technician's.

If you have other Internet providers in your area I'd highly recommend using them WOW is absolutely terrible.

The charged me for a DVR Box that I turned in almost a year ago. I closed the account out when I moved out of my apt and turned in all of the equipment. Then I go on a deployment and see that my credit score has dropped significantly with a collections charge of 600 dollars. After speaking to the manager and having them retrace when I cancelled service they can find no record of me turning in the DVR box. Lesson of the story KEEP YOUR EQUIPMENT TURN-IN RECEIPT!!! Poor management!!!

Terrible experience with Wow Customer service is outsourced to foreign countries with people who do not help you resolve billing problems. Run away from this company as fast as you can!! I wish that I could give them a zero. We have moved out of state and all they want to tell you is to go to the nearest WOW which is definitely not in Virginia. What a joke

Been sitting here for 3 hrs trying to watch an hour and 39 minutes movie. Internet speed really sucks! Will be switching back to Comcast or Direct in January when my contract expires. They don't even offer whole home dvr in the Augusta area, but they do in other areas. They just want to get those 15 extra bucks for each extra box.

The worst company I've had the deal with ever. Customer service is somewhere in India. I can barely understand them and they can barely understand me. Their service sucks as well. Real spotty service area. I'm so glad that AT&T is now an option for us.

They are great ! They installed a new cable from the street . Installed a new modem. 10.00per mo for the modem and wireless router .

All at no charge . Came out when we thought the signal wasn't going far enough again at no charge.

The speed is great. We don't have TV service.
I like there service !!

I really wish I did not have to deal with WoW cable. But, with being a Military family, this is what we're stuck with! The technicians are always helpful and courteous, but the customer service is trash!!!! Wait time is horrible, service quality is horrible, they purposefully disconnected our service when we downgraded, and it seems like no one knows there job. EVERYTIME I call them, my mood changes. I'm really disappointed. Coming from the ATT Uverse family has me spoiled.

Beware of truck roll fees. They charge customers to have a technician come out and fix THEIR service. Horrible business practice.

Wanted to charge to come and fix their lines. Worse customer service including comcast. Where is AT&T fiber?

Nice people just hate paying cable bill but I can't do without it

I was a customer for over 10 years when they were Knology. In December 2018, AT&T offered me UVerse service at a substantial less money. I contacted them the match or reduce their price. They did with out me knowing it was a 12 month contract. I recently
relocated to Virginia and they don't offer service in my area. I contacted them on 6/03/2019 and talked to someone named Melissa because I received a credit invoice invoice of -18.42 dated on Jun 2, 2019. She stated I will be receiving a refund of $35 in July.

On July 8, 2019, I received an invoice of $191.58. I called WOW customer service and talked to Jacob concerning the invoice and stated I relocated and WOW doesn't provide service in my new area and shouldn't be penalized. I called again on July 18, 2018 checking on status and talked to Darrell. He stated it was still in process. I emailed them my new contract to prove I relocated. I thought that was crazy because I received my invoice at my new address. I emailed them my agreement and told them to contact me if they didn't receive it. On August 10, I received a collection notice.
I called the Augusta phone number but received a Central America answering service and they could put me through to a WOW employee to solve this issue.

This company deserves a negative number based on lack of customer service and they hide behind their contracted services.

I would highly recommend not using this company for Internet, phone and cable in the Augusta Georgia area.

this company is HORRIBLE. how could you not even have a phone number for your local office!?!?! they over charged me by 300 and only refunded me 7 percent of that! they downgraded my internet and charged me for the highest internet they have! they have also charged me this month and I don't even have service with them!!

Ghetto customer service, the mdm's are short in life span. The service is over priced for the in and out service.

We ve had a billing issue that they won t address. We ve been lied to, hung up on and treated horribly. They want your money but don t want to be bothered with you when the issue is on their end. Don t waste your money!!!

Absolute worst internet service I have ever encountered. Service is like Meh , I have never felt WoW. Things they do great include: price gouge, monopolize on being the only internet provider on Fort Gordon, charge for paper billing even if you have auto pay service, add additional service charges without warning. Would give zero stars.

If I could give negative stars I would. I have been trying to resolve an issue for months and repeatedly get told someone will contact me and nobody ever does. I send an email and an automated response tells me to call customer service. I cancelled my service and returned all the equipment in the provided packaging with label. All the equipment can be located except for the smallest piece. I was told a local office looked for it, but can't find it and customer service can't or won't tell me which office.

Today I went and waited less than five minutes and was taken care of easily and quickly. While I was waiting three other people came in after me, the lady waiting after me was waiting less than five minutes and was screaming at the customer service representatives. The representatives were nothing but polite and handled the situation very well

Had great service with WOW! and had no trouble turning off my service. Staff was very attentive and polite.

We moved into our assisted living facility on 13 December 2018 and have had constant problems with the WOW service since installation in our apartment. Trying to access the account online the past few months has been a nightmare. WOW keeps sending a reply "cannot locate this account". WOW service is the only option. I would love to give WOW a zero star review.

Don't care for Wow at all they act like they don't care if they have your business are not If they were the only csble I would do without

Good service, friendly staff. Nice parking and good environment. Reps take care of problems right there. Just a little slow.

Worst service on billing. Our bill is never the same.. I hate WOW in Grovetown!

Love that I don't have a cap on my internet. Lower prices. Make sure you order service from a local rep not on website or calling toll free number. If you don't know a local rep go to office and tell them you would like a local rep and they will hook you up! That way you only work with one person, not someone different each time you have to call in about something.

Great at pointing the finger at the customer instead of recognizing the issue is with their network, not your personal equipment. Until many people in the neighborhood called, they refused to give any credit back/help for constant outages and poor speeds.

Went in to swap out my router for an updated one and to upgrade my service. Everything went smoothly. They were friendly and they got me out of there quickly. And as far as their service i have no complaints. I only have internet with them but I just upgraded to the 500mbps plan and i love it. Definitely Great for gaming.

This place sucks! The internet may be fast, but the customer service is the absolute worse. They charge for every little thing, even if it is their fault.

Paying for 100MB/s on Fort Gordon. I rarely ever get more than 10MB/s, and when I do it's short-lived. I've had techs come out numerous times to try and figure out what's wrong, I've had cables and routers replaced, and yet I still get this. Absolutely cannot wait for this contract to be over (hell, I'm considering taking the hit on the early termination fee, because this just isn't worth it.)

Zero customer service. Just a crazy stare from ladies at front desk. Unfortunately, comcast is even worse so I m stuck on the phone for hours of endless transfers trying to fix YOUR billing errors.

Very friendly clerk solved my problem within 4 minutes

Took a month to get my internet set up. There was an issue that the technician couldn't fix so he had to send it to be taken care of. No big deal, things happen. The next crew said they couldnt fix it either and had to send it up another level. Again, I understand. The third crew has 10 days and no way to track anything. Each time I call for an update they say they dont know and call back after 10 days so they can investigate. I call back after 10 days and am told to go to the store. I go to the store and wait for about 30 min for somebody to come tell me that the problem was fixed and they forgot to mark it complete.
Edit- The service was so spotty that after several tech visits and replaced equipment they told us we should find another provider and refunded all early cancellation fees since they could not provide stable service. They also assured us that the new line they ran would be buried. Now they are telling us since we canceled they are not spending the money to bury the line and we were told wrong. Never trust what you are told by a WOW representative. They lie, and then acknowledge that the other person lied but they wont so anything about it since we were not given accurate info.

Unfortunately I was with Knology/Wow since 2001. I recently learned that the Encore channels I had would no longer be available to me anymore. Since Starz bought Encore I was going to have to pay for the service. Keep in mind the package that I had included Starz/Encore but I would now have to pay an additional 25 a month. Also in September of 2016 I lost my loyalty discount of $20 and was told I no longer qualified for that discount. My argument was that I have been a loyal customer since 2001. The service representative didn't seem to care. Also in December of 2015 my home phone went out and when I called to get it repaired the representative said that I needed be at my home so they could test the line. I had advised him this had already been done and that I had tried all outlets with new phones and new cords. He then proceeded to tell me that I needed to call from my house so he could could still test the line. Unfortunately, I told him I can't call from my house because the phone line doesn't work. He then got annoyed and asked why didn't I own a cell phone. I then told him I did own a cell phone but the reason I have a home phone is because the cell service is not great. He said sounds like you have a problem and then hung up. The next day I called and a different representative said I would have to pay 50.00 to send a technician to my house. At that point I was unsatisfied with the whole experience and said I would call back later. About 3 months later and no results my phone magically started working. No explanation other than it was a technical issue. Keep in mind I still had to pay for phone service I didn't have. That brings me back to the beginning, when I realized the Encore channels had been cut off I called and spoke with a representative who told me the price of Starz/Encore and then said I would now be billed a dollar for my paper bill I receive and in 6 months I would be receiving and additional fee for not having direct withdrawal. At this point I then stated that I may have to start looking at another provider. He said "you do what you have to do" and that was it....no what can I do to keep your account...nothing! So I have just recently had Xfinity Comcast take over all my services. I realize that I will probably have problems with them and I'm sure I will come across a bad representative but I never had a bad experience with Knology, I had a bad experience WOW!

Loved Knology yet I wouldn't consider it the best. Wow took over and ruined it.

Very accommodating and good rates in comparison to competitors. We used wow for 2 years and if we came back to the area I would use them again.

Get your internet from literally ANY other provider. These people are criminals on many different levels - mainly, stealing your money, then playing dumb when you call them out on it.

Most of us don't have any other option in the area for internet service, outside of WOW. I feel the company is aware of this and intentionally provides bare minimum internet service that hardly works.

I've had them several months, and I can say their speeds and prices are so much better than the Xfinity/Comcast experiences I've had in the past. I have had 2 random issues come up, not related to the quality of the service, and their customer service reps handled it well both times. If you are in their service range I can't recommend them more (especially over comcast).

Technician was 5 minutes early for install. Changing to my own modem later took 5 mins over the phone and a single call - 7 calls and hours with another cable service provider. The cable TV technology is old, but I have had a great experience so far.

Never received a bill or anything from them. They called today to tell me my services were being disconnected TODAY! So no bill in the mail but a phone call on the day you guys disconnect it? I will NEVER recommend wow and the customer service reps suck and act like they dont care that they just lost a customer. They won't let me make a payment arrangement or anything but I've never recieved not 1 bill in the mail! I've only had the service for a month.