WOW! Internet. Cable. Phone.

Reviews 3

DA

Daniel Dreisach

Revised rules went into effect on August 8, 2011, that clarified and expanded rights for owners of CableCARD-ready devices. Here are a few things you need to know. Pay only for equipment you have. Your operator must give you a discount on any packages that include the price of a set-top box if you choose to use your own CableCARD-enabled device. FCC Rule 76.1205(b)(5). Accurate information on the rental cost of a CableCARD from your provider. Your operator must list the cost of a CableCARD rental on its website or billing inserts and on its annual rate notice, and must provide you with this information when you call. FCC Rule 76.1205(b)(5), 76.1602(b). Typically operators charge $2-4 per month to rent a CableCARD. Use your own set-top box without extra charge. FCC Rule 76.1205(b)(5)(C). Your cable operator may charge you to lease a CableCARD or tuning adapter, but may not charge you an additional service fee for using your own digital-cable-ready television or set-top box. Self-install your CableCARD. Effective August 8, 2011, cable operators must allow self-installation of CableCARDs if they allow self-installation of other equipment, such as digital boxes or cable modems. By November 1, 2011, all cable operators must allow self-installation of CableCARDs. Your operator may decline your request for self-installation if your equipment manufacturer or vendor does not provide you with instructions on how to install a CableCARD and offer a toll-free telephone number for product support. FCC Rule 76.1205(b)(1). Receive the number of CableCARDs you request. If you opt for a professional installation by your cable operator, the technician must arrive with at least the number of CableCARDs you request. FCC Rule 76.1205(b)(3). If you opt for self installation your operator must provide them to you through their normal self-installation procedures (for example by mailing them to you or letting you pick them up at the operator’s local retail location). Some CableCARD devices may require two CableCARDs to access all features. Refer to your user manual for more information. Receive a multi-stream CableCARD unless you request otherwise. FCC Rule 76.1205(b)(2). If you have a retail device with more than one tuner and that device supports multi-stream CableCARDs, one multi-stream CableCARD can allow you to access multiple simultaneous channels. Receive all “linear” channels (channels other than “on-demand”) in your subscription package. This includes premium channels and specialty channels. For some channels delivered using a technique called “switched digital video,” you may need a second device called a “tuning adapter.” This device is typically provided at no additional charge to CableCARD customers. FCC Rule 76.1205(b)(4). CableCARD-ready devices currently cannot receive your cable operator’s Video on Demand services. Get accurate information about services available to CableCARD subscribers. FCC Rule 76.1205(c). If your cable operator does not resolve your concern, you may file a complaint with the FCC and/or your local franchise authority. To file your complaint with the Commission, click on Complaints. You should probably make your reps more aware of these rules and regulations so they dont tell me I have to have one of your boxes when I call looking for pricing. You are forcing your reps to break the law. I have TiVo. All I need from you is the cable card. I do not need your cable box as per the above rules and regulations. I dont even need your cable modem I have one of those two. I just need the multi stream cable card that all cable operators are required to provide upon request.

MA

Matt Worthington

Customer service is usually helpful. Im rating them good based on past service quality. HOWEVER, for the following incident I would give them 0 out of 5 stars. Ive had WOW internet and cable for more than 5 years now. Ive never really had an issue with the service, it rarely goes out, maybe a handful of times in 5 years. Recently, we experienced an outage on a Friday, we lost both TV and internet. At the time, there were two WOW trucks a few houses down. I called Saturday morning and was told that they couldnt get someone out until Monday. I was also told "there are no issues in your area." Well, not an hour later a WOW truck shows up in our neighborhood. Magically our TV came back, but not internet. I called Sunday to let them know that our internet was still out, but our cable TV was back. I did a few troubleshooting steps over the phone to double check and I confirmed that they had the correct MAC address for our modem (once in the past it mysteriously got wiped from their system) they did have the correct MAC address. I was told "If the problem is with us, you will not be charged the $50 tech fee." Again, shortly after I called a WOW truck shows up in the neighborhood. Which is odd if there are no issues in my neighborhood. On Monday, my wife sees the WOW truck pull up. About 10 minutes later, she notices the internet is back on. (The WOW tech has yet to set foot in our house.) He comes to the door, she lets him in and tells him the internet is back on. She shows him where the modem is, he stares at it for a minute or two, doesnt touch a thing and proceeds to tell my wife that "because we have our own modem, they didnt have our MAC address," and leaves. Ive been using this modem, to get WOW internet for about a year...no issues. So, on our next bill we get charged a $50 tech fee. I called WOW, explained the situation, to let them know they made a mistake and we shouldnt be charged the tech fee. I was then informed that because we dont pay the $5 per month protection plan I will ALWAYS be charged for a tech visit, regardless of who is at fault. I was not happy and let them know, they "did me a one time favor" and waived the fee, and they said theyd be happy to sign me up for the protection plan. Thats not right. I will not sign up for a plan to pay $60 a year so I dont have to $50 to fix something thats not my fault. There were WOW trucks doing something in our neighborhood when our service went out. Our internet was "fixed" before the tech set foot in our house. I will not pay for the mistake or incompetence of WOWs service technicians, and will refuse to pay a tech fee for something that is not my fault. The "problem" he gave my wife was bogus. The fact that we were charged a fee is either due to dishonest techs that are trying to cover up their mistakes, or unethical company practices. I work in IT and I knew that someone from WOW was trying to slip one by on us. I feel sorry for those out there that are tech illiterate and unknowingly getting charged for issues that are not their fault. Its not right and companies should be called out and made accountable for such practices.

AN

Anne Dumansky

Where do I begin.... I DO NOT recommend WOW internet service to anybody for the following reasons: I have been paying for 15 mbps, but the only way I can have this kind of speed is when the router is directly connected to my laptop (I live in the city, have only one "electronic device" in household). As soon as I disconnect, the speed is down to 7mbps - even when the laptop is close to the router. When I want to use my laptop in living room (which is not very far from routers location; I live in one-level condo), I am pretty much out of luck. I have done WOW speed tests many times and almost never get speed above 2 mbps in living room. Often its under and there have been times when the speed test didnt even start. When it finally did, it gave me speed 0.2 mbps!! There have also been times when the speed test is connecting my laptop to a server in ATLANTA, GA instead of Columbus, OH. In my kitchen (which is right around the corner from living room) the internet doesnt work at all, so forget about recipe browsing. I can clearly see that the speed is the worst when most people are home from work - after 5 pm and weekends, so how many people are using WOW int. services at the same time affects the speed big time. Have I contacted WOW customer service? Many times. They have sent out a technician twice. The first one said I have a wrong router (what?!?), and changed it. Didnt help, speed seemed to get even worse. The second one was more helpful in explaining why I have these problems: the speed is not guaranteed when the computer is not directly connected to the router. He checked everything, the equipment was working "properly." The customer service reps I have talked to over the phone, have not been helpful. I believe because they are limited to what they can say. "There are no outages in your area," "everything seems to work fine," "we can send a technician but be aware - if the problem is not with our equipment, it will cost you" etc, etc. So finally I have drawn a conclusion - there are better ways to waste your money! No more WOW for me. I question this companys business ethics. In our "wireless age" shouldnt they let a potential customer know up-front that you only get the speed youre paying for when your device is directly connected to the router? Dont even dream about being able to have more than one wireless device connected at the same time. Hope it helps somebody to choose a better option out there.

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