WOW! Internet. Cable. Phone.

Reviews 3

JA

Jaxson Hensley vlogs

The worst cable and internet Ive ever had. The customer service is horrendous. I signed up for WOW on Jan 18th, and chose the package that was Ultra with Digital Gateway Cable and 60Mbps internet for $80. I elected to add a phone for $5 as well as 4 cable boxes that would cost me an additional $36. I made an initial payment of $118 that day and my cable wasnt connected for 2 weeks after the fact. I reviewed my plan, rates, and prices with the representative as well as setting up automatic payment on this day as well. I get my bill this month and I have charges of my "Standard Trio Bundle" that includes basic cable, calling plan, digital gateway, expanded basic cable, internet, local service and smart choice" for $65, then additional charges of Ultra Gateway Box $11 and Ultra Media Player $36 and "internet Upgrade" fee of $30 to put me at $142 before all the taxes and fees. In addition to this, my bill tells me I have a past due balance of $59.92 as well as an Administrative Fee $10 for this past due balance. My bill states "NO PAYMENT IS NECESSARY. Your account will be debited for $230.21 on Mar 18, 2016." So I called and spoke with a woman who couldnt seem to answer any questions for me. All she could tell me was "well its not really an upgrade on your internet, thats just how it prints out on our statements." Huh? Really? Well then, can you explain the Bundle costs? No, she was unable to do so. Today is March 15th and my services were disconnected. When I tried to make a payment online (from my phone), it tells me that Im already set up for automatic payment. So after 23 mins of sitting on hold for a customer service rep to answer, he proceeds to tell me that "oh well your automatic payment takes 60 days to "kick in", so today is your disconnect date." Um, shouldnt I have been made aware of that? Ive never in my life heard of automatic payment setup taking 60 days, but why was I never advised of this? He then couldnt explain to me the charges on my bill. I am so very frustrated with the lack of communication and knowledge that the people Ive spoken with so far have had. Brighthouse always worked with me to resolve issues. This guy tonight just kept saying, "So do you want me to take your payment?" Um no!! I want my bill resolved and I want to pay for what I anticipated paying for! Not to mention that the Internet is worse than dial-up. The Box they give you is bigger than a 1980s VHS player and its incredibly loud and hums and buzzes 24/7. Brighthouse isnt even more expensive. At this point WOW promised me one price and have been charging me another and cannot explain to me why, and they arent even willing to resolve the issue. I will be cancelling these services and going back to Brighthouse!

KR

Kristin Marie

First: Buy your own GOOD equipment to avoid being overcharged for rental fees for OLD equipment. No matter who you use for service, most of the internet quality comes from the router and modem you are using. Second: Make sure the poorly-trained service representatives remove the AUTOMATIC CHARGES of rental equipment even if you told them on the phone for the installation appointment that you already have it. This also goes for their in-home customer care insurance ($5 a month unless you want to pay $50 every time they need to come out) and any other additional charges and fees that are automatically added to your bill even when you decline them on the first call. I was told no matter what, the system adds these charges for every customer. Yep, that sucks, but you can fix it with one stern call, because they do offer a 60-day money back guarantee. Third: Keep track of who you talk to because you will get the run-around (just like Brighthouse and most call centers in America). After they install - call back and make sure they deduct all of those little fees before they send you the bill. My install fee was supposed to be slashed in half after they ran my credit - but still showed $50 on the bill and my credit report even showed their "soft pull." The rep on the phone told me they dont reduce the fee - they never do - so I asked for a supervisor and made her pull that first phone call. Ive had a few of their employees get an attitude a couple times after I corrected them and said Id wait until my calls were reviewed. Bad experience. So why did I give them five stars? I now pay $36 a month for internet and I get 30ish cable channels with a small adapter that we only use for sports games and news. Netflix runs perfectly on my smart TV even while my boyfriend is playing online games even with the most basic internet. We checked our speed before and after the install and the internet is actually way faster than when my phone and web bundle was at $75 a month with BrightHouse. Half the price, better internet - go figure. More than 25 service calls and several sets of "new equipment" in 4 years and BrightHouse could never figure out what was wrong with my internet. Ditch them. SUMMARY: If you care more about a good, affordable internet connection and dont mind dealing with WOWs poorly trained customer service and software systems, its totally worth it. But, if you want a company that will kindly cater to you on the phone yet dick you around while your service goes in and out for hours at time even though you pay double - get Brighthouse.

SH

Shari Bettis

Im not one to complain, but here it is. This is the worst Company for service. It started with them getting our address wrong not one, not two but three times, my poor neighbor. This after we told the first guy, after my neighbor brought him over. Install went well. We didnt watch TV for 3 days and low and behold when we did, we couldnt, that started the first service call. After he left all was good until the next day when, guess what, the service wasnt working so another service call was placed. Problem fixed and television service resumed. Apparently that had nothing to do with the internet that was not pulling its weight at 500 like we were told and paying for. Hence another service call. At this point we were told there would be a 50.00 service charge. Did I mention we are also paying for a "service protection plan" which means all calls are no charge. Guy came out, problem fixed. Now lets talk about my first bill which came in at $384.93!!! We have medium cable with 1DVR box and 2 digital. I called and was on hold for a customer service rep for 20 minutes (Im guessing a lot of people are pissed). I got Ashley who has been the best part of our WOW experience to date. I was on the phone with her for 1 hour and 27 minutes. Her word, yes word to me on the bill was "WOW" She was not sure where I had gotten my pricing from so she wanted to go back and listen to my call. she could not locate it and seemed to question what I was telling her, like I was just making it up. Upon looking back through my phone records I found the call or I should say text msg that stated" Hi, this is John. Im calling you from an alternate phone number, can you see the quote I sent"? At this point Ashley has gotten her supervisor involved and she hers. They just picked a pricing plan that a new customer would get or I could contact John and see what he had to say..... I had enough and made no further calls. The name fits the company....WOW!! Bend over should be included! I am now in a waiting period to see IF they correct my bill. I was told to call back in a few days. I laughed at Ashley and asked her if she was serious.....she is going to call me when corrected. Lets see!

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