WOW! Customer Service Issues

Our service was installed on August 24, but we have been experiencing issues. The technician set up our TVs but did not leave any instructions on how to operate them. As a result, the TVs sometimes do not switch on, and the channels we are receiving are not what we were promised. The contact number provided by the technician is out of service, and we have been unable to reach a live person for assistance all week. We have decided to cancel the service, effective Monday, August 30. Could you please provide information on where we should return the equipment and boxes?

I recently noticed an increase in my monthly bill from $[redacted] to $[redacted]. I kindly request to have the previous rate reinstated and to receive a credit for the difference that was charged to my account. I have been a subscriber of WOW since [redacted] and have always been a cooperative customer. While I would prefer to continue with your services, I have alternative options for my entertainment needs with other providers. Restoring my previous rate will ensure a satisfied and loyal customer relationship with your company. However, if this request cannot be accommodated, I will have to transfer my phone and cable services to another provider. Thank you for your attention to this matter.

I recently received my bill from Wowway, indicating that my last payment was returned. After reviewing my bank account online, I confirmed that there are sufficient funds, and the check was processed successfully. Wowway is charging me a return check fee of $30.00 and a late fee of $10.00, even though the check was paid a day before the due date. I believe I have identified the source of this issue. My late spouse used to handle bill payments by writing and mailing checks. Since their passing, I have taken over the responsibility. For this bill, I utilized Bank of America's bill pay service, which I have found convenient for managing all my payments, until this incident occurred.

My TV just lost connection to my WOW internet out of nowhere. It went from connected to showing "available" without me changing anything. After a few minutes, it reconnected on its own, only to disconnect again shortly after. Trying to reach WOW internet has been frustrating as I couldn't get through on the phone despite waiting for hours. Strangely, the TV upstairs is still connected while the one downstairs is having issues today.

One of my close friends, an 87-year-old woman, canceled her WOW service a month ago. She settled her final bill, and I assisted in returning her equipment to the WOW! Internet, Cable, and Phone Telecommunications office at [redacted] Hank Ave in Evansville, Indiana, on September 17, as the office was closed. However, she later received a mailer on September 25, [redacted], instructing her to return the equipment to avoid additional charges. My friend, Margaret B., relies solely on a limited social security income. She resides at [redacted] E. Iowa Street, Evansville, Indiana [redacted]. I, her former pastor, am reaching out regarding any account matters to spare her distress.

I have been attempting to secure the annual discount on my bill since the end of August. Initially, I was instructed to call back after September 7. Upon following up then, I was advised to call again after September 19. However, when I contacted customer service as instructed, I was informed that discounts were no longer offered. Despite explaining my situation as a long-time, punctual, and loyal customer on a fixed income, my appeals were dismissed. After requesting to escalate the matter, I spoke with a supervisor who also did not accommodate my request. Disappointed by the lack of courtesy, my spouse and I decided to switch to a different provider that met our needs at a more affordable rate. We ceased using your services on September 14, [redacted], when the new service was installed. I have received a bill reflecting services we did not receive, and we will settle the bill once it is adjusted. Thank you.

My telephone line is not working, and I am unable to make or receive calls. I am trying to determine if there is an issue with the line and I would like to speak to a representative to understand what steps can be taken to resolve this and when. I am looking for assistance to fix this issue. Unfortunately, I did not see an option for phone problems when navigating the automated prompts, and I was unable to speak with a live person. I'm 89 years old and not very savvy with technology, but my son-in-law eventually found a way to contact support. The representative he spoke with was very helpful until we discovered that the problem was with the internal lines at home. Luckily, a helpful neighbor was able to identify and replace a defective line, restoring my phone service. I wish there was a simpler way to receive assistance over the phone, especially for individuals like me who may struggle with technology. I appreciate the swift and efficient customer service I received in the past when a similar issue arose.

I have been a Wow customer for over two years but have run out of patience with their continuous rate increases. My bill this month went up by $20 to $69.99 for the Internet [redacted] service, along with additional fees. Despite a promotional offer on their website stating a regular rate of $44.99 or $49.99 after 12 months, I've been charged $69.99. During my calls to inquire about the discrepancy, the customer service representatives were friendly but struggled with language barriers, making it hard to convey my concerns. The last representative I spoke to was unhelpful and unwilling to transfer me to someone who could help, leaving me frustrated with Wow's business practices.

I experienced phone service interruptions from November 2 until the afternoon of Nov. 6, when a technician arrived to fix it. Although it briefly worked that evening, the message "Check Telephone Line" appeared on November 7. The service returned sporadically with a lot of static, making it hard for the other person to hear. On Monday, messages alternated between "line is busy" and "check telephone line," leading to another technician visit today, which initially fixed the issues. However, by 5:00 p.m., there was no phone service again. Technician Maria tried troubleshooting during our "live chat" but was unsuccessful. Despite these efforts, my phone is still not working. The Saturday technician mentioned a potential rebate for the downtime, but I noticed a $50 charge for that visit. I am concerned about additional charges for today's visit, considering the high cost of WOW service. This situation is disappointing, especially as a long-time subscriber.

Subject: Billing Issue Regarding Service Cancellation I am writing to address a billing issue regarding the cancellation of our service due to a recent move. Unfortunately, your services are not available at our new location. We returned all equipment on 10/20 (received on 10/27), but there seems to be a discrepancy as I was informed that not all equipment was received. Considering the circumstances, I kindly request that the $89.98 credit on my bill be issued promptly, as I made every effort to return all equipment as a loyal customer over the years. Please provide a reasonable amount for the credit and the timeline for when it will be processed. For your records, our new address is [redacted] N Ridge Trail, Washington, MI [redacted]. My name is Thomas Patton and my account number is [redacted]70. Thank you for your prompt attention to this matter.

As of December 31, [redacted], in the Chicago, IL area, there are plans to discontinue Newsmax on our channel lineup. Newsmax is currently on channel #80 for SD or channel #[redacted] for HD. I strongly oppose this decision. Newsmax is a highly-rated news program and cutting it would be discriminatory towards conservative customers who have been loyal to our services for many years. Newsmax has better ratings than CNN, CNBC, and many other stations. If this change goes through, I, along with everyone I know who uses your services, will boycott all your services now that you are associated with this RCN organization. We are actively working with Newsmax to fight against this discrimination. It is shocking to see such a corporate decision being made. America is closely observing your newly associated corporation.

I purchased an onion oil pack on November 25, [redacted], and as of today, December 11, [redacted], I still have not received the product. My order ID is [redacted] under the name Priya J. I am extremely disappointed with the service provided by your team. The customer service representatives have been unprofessional and the managers have failed to fulfill their promises. I have been informed that the package is stuck in Jampur, but according to tracking, it has been in Hyderabad since November 29. I have been advised to cancel my current order and place a new one, which I find unacceptable. I am now seeking guidance on how to proceed with taking action regarding this matter.

I have contacted customer support multiple times in an attempt to connect to my work's VPN. Despite my desperate requests for a new modem, it was only when a technician was sent after over 12 hours of troubleshooting over the course of a month that the issue was resolved. My colleague, who lives just two streets away and uses WOW service, had no such connectivity problems. A new modem was all that was required to rectify the situation, which nearly resulted in me losing my job. I have kept records of my communication and the time spent on this issue and would appreciate some assistance to alleviate the stress caused by the potential job loss.

Every few weeks, I experience internet outages which require me to contact technical support. Unfortunately, I often face long wait times on the phone without reaching anyone. This is frustrating as I have tried rebooting both my phone and router with no success. As a disabled senior with a seriously ill family member, having a reliable phone connection is crucial to me. The dropped calls are causing significant problems, and I can't endure these disruptions every couple of weeks. I am hoping for assistance as I am feeling very overwhelmed by this situation.

I activated call forwarding on my phone to not miss any calls while I'm out by setting my house phone to my cell a month ago. Despite several attempts, the feature still doesn't work. When checking, it indicates the call forwarding is off, even though I've confirmed it's still on. When calling my home phone number from another line, I instantly reach voicemail without being able to connect to others. I've spoken to various individuals about it, but no one seems to offer a solution. What steps should I take next to resolve this issue?

For over a month now, every morning when I switch on the TV, the internet box shows a red light until the afternoon. Despite trying to reset it, the issue persists. Two weeks ago, after contacting customer service, a technician visited but only to inform me that a maintenance person would be needed. I waited until 3 pm, only to be told he didn't need to enter and a work order was placed. Despite this, two weeks later, my internet remains unusable until the evening. I am frustrated and concerned about the quality of service provided by the company, especially when I rely on a functioning internet connection. The account owner is Robin Williamson, and the account number is [redacted].

I spent 40 minutes on the phone with a representative from the Philippines trying to fix my cordless telephone to no avail. When I asked to speak to a customer advocate, the call quality was so poor that the conversation kept breaking up. Frustrated, I decided to seek help on this forum instead. I have been a customer of WOW for many years and was content with their service until recently, when my bill started increasing unexpectedly by almost $20 each month. I was also surprised to learn about an additional charge for a sports surcharge, which I was told is required by law. I am now questioning whether I should continue with WOW or switch to a different cable provider. Meanwhile, my home phone service remains unusable. Your guidance on this matter would be greatly appreciated. Thank you.

Initially, the technician connected a direct cable line to my TV since he didn't have the necessary equipment in his vehicle. However, today I noticed that I've lost access to some basic channels like 2, 4, 7, 50, and 62. I need a small digital converter box installed promptly as I've attempted troubleshooting without any success. I even contacted customer service by phone, but the representative I spoke to was difficult to understand and suggested charging me for a service visit to set everything up correctly.

I am experiencing difficulties sending emails through my wowway.net account. I can receive emails without any issues. Yesterday evening on Sunday, 3-12-[redacted], after 7:41pm EST, I had a conversation that lasted over two hours with a customer service representative located in Manila, Philippines. The representative assured me that my concern would be forwarded to wowway.net's technical support team. Despite these efforts, I am still unable to send emails today. I attempted to contact [redacted], but the problem persists. I forwarded error reports after enabling the send report option. I also inquired about the Zimbra email client suggested by my Chrome browser. In the past, I could easily share web pages via email through Chrome, but now I am required to copy and paste the URL into the wowway.net email client. I hope for a prompt resolution to both of these issues. Thank you for your attention. Regards, A loyal wowway.net user.

I received an email on Sunday, March 13, at 7:50 AM EST, following up on my chat request sent to wowway.net. Unfortunately, the issues I raised about not being able to send emails from the wowway.net email client have not been resolved. Despite being able to receive emails, I am still unable to send them. Yesterday evening, I spent over two hours on the phone with a wowway.net customer advocate in Manila, Philippines. The advocate mentioned that my request would be forwarded to the technical support department. I tried sending emails today but was unsuccessful. I wanted to contact [redacted] but couldn't due to the email sending issue. I sent error reports for the failed email attempts by enabling the send report option. I also inquired about the Zimbra email client, as my Chrome browser redirects me there when trying to send a webpage via email. I have not created a Zimbra account and have to manually copy and paste the webpage URL into the wowway.net email client to send it. Previously, I could easily share a webpage via email through Chrome, but that option is no longer available. I would appreciate a prompt response to address these issues. Thank you and regards, a loyal user of wowway.net.