WOW! Internet, TV & Phone — Local services in Potterville

I have been a customer for over two year's. I had internet, but with a recent move, I decided to try out cable as well. I called to set up transfer of service and new installation and was told it would be one week before someone could come out. So I scheduled the appointment. Appointment day shows up, the technician was more than 30 minutes late and proceeds to badmouth Wow, and then tell me she will be running the cable thru the floors. I explained I wanted them thru the walls due to safety concerns of a toddler. She told me Wow charges $75 for each one and I need 5! So she told me to contact Wow and work out a deal and she would go to another appointment and come back. She gave me her personal number. I contacted Wow, the rep told me she would charge me 1/2 of the first wall installation and the others would be free. So immediately I tried calling the technician (within 10 minutes of her leaving), who did not answer or return my call. After about 30 minutes, I received a call from Wow dispatch telling me they needed to reschedule me because the technician didn't have the time or tools necessary to complete the work. I told her I needed the internet connected as I have teenage children in school who rely heavily on require online course work. And the fact it had already been a week. She would not try to get me in sooner than scheduling another week out. She then stated that the technician could try to come back out that same day but would have the technician call me. After several hours, I contacted Wow again, and was told they could have a technician come out the very next day between 8 a.m. and 9 p.m. So I made arrangments to have someone over 18 home. Once I got home at 1 p.m. I contacted Wow stating that no one had shown up. Was told that the appointment time I was given was for disconnect at my old home, which should have been done 1 week prior. And no installation appointments are available for another week. I said this was unacceptable as I had been waiting already. Eventually after speaking with 4 more people I spoke with a manager who said he was setting up my appointment for 1 week out, thats the best he could do. But I could call everyday and ask if there have been any cancellations and be escalated. I have been doing so for three days. And am now being told that my appointment was cancelled for the following Monday and I needed to reschedule. This is the short version of what I have been going through this week with Wow. I am appalled at how I am being treated and the fact that each employee has no idea what is going on. They lie, and apparently don't communicate with eachother. And they do not care about keeping their...

Well let me tell you about our experience with Wow cable. I had to give a star but honestly didnt want to give that. This nightmare process started over a year ago, i had called to get wow cable hook up, we have a cable box on our pole, the neighbor across the street and next door has them as their cable company. Well, seeing that its on our property, we thought we would try and get their service as well, so I called. The first call my husband and I were told there was a construction fee of 500.00 and they would look into this and call us back. A month later, never heard back from them so I called and spoke to another service rep that was very nice and honest and told me she wasnt sure why they wanted to charge us this construction fee and put me through to a manager. The manager said he would look into it and get back with me within a week but never heard back from him either. I called back and requested to speak to him, after waiting on the phone for awhile, he told me he did call me back and left a message, hmmmm, I have no voicemessage from him, he than told me he said he talked to a field officer who supposely went out and surveyed the area and now they jumped this construction fee up to 3500.00, WHAT how is that possible??, ohhh and funny thing is he didnt find anywhere in tbe previous notes of our conversations from three different repersentatives that stated a 500.00 construction fee, hmmmm, thats suspicious. He said his hands are tied and he would have that field manager call me back. Well that was over 3 months ago and still havent gotten a phone call back to discuss who decided to jump that price up to a crazy amount. So bottom line is, they want to charge us to get a service from them, what a joke, they should want our business, not charge us a riduculous price for installation. The cable box is on our pole, our neighbors already have internet and didnt pay any construction fee but they want us to pay 3500.00, no i dont think so.Oh and this whole process has taken over a year now and we still dont have answers or cable. This company is a joke!!! I dont recommend them to anyone and will tell everyone I talk to about what they did to us. They have disappointed us and we will be looking for other options, thanks for nothing Wow! Oh BTW we should be charging you to have your box on...

The absolute worst internet provider I've ever been forced to use. If you're lucky enough to get working equipment, the service is fine. But good luck canceling and returning the equipment. Or talking to customer service for anything.

I work from home, and for the first 8 months of service, I had to call a ridiculous number of times for support for dropped connections.

Customer service is nearly impossible to speak to. All they provide are the same canned responses. Zero common sense. They should just use AI robots to answer their call centers.

After about 20 tech support calls with them actually gaslighting me (saying that it wasn't their problem or their equipment and it must be my house), I finally got a tech out. He was shocked that I even had service with how bad the equipment was. He gave me new equipment and verified that it actually worked. The connectivity and service were great after that. I was actually disappointed when I had to move and switch to a different provider.

Until the equipment return process happened and I've had to call customer service again. And again. And again. I had to call 2x just to get the box sent to me to ship the equipment back. It took weeks. To make matters worse, there is no way to hand the equipment to a human and verify they received it and not get charged. No. You can either ship it (if you can get yourself to a FedEx drop box. No, they won't schedule a pickup) -or- drive all the way out here and drop it in an unmanned drop box that they allegedly check at 6pm every night. Then you just have to hope it was received? I returned my equipment and was still charged over $400.

Update: it has been over 2 weeks since I returned my equipment, and I still haven't received my money back. In fact, they don't do refunds - they send you a prepaid credit card. Mailed to my old address. And I have to wait another 7-10 days to receive it (if the USPS reroutes it. Also, I can't pay my bills with a prepaid credit card, so this is a huge issue. Wonder if I have to get a...