Complaints

This profile includes complaints for WideOpenWest Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WideOpenWest Finance, LLC

  7887 E Belleview Ave Ste 1000 Englewood, CO 80111-6007

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

• 

  WideOpenWest Finance, LLC

  5100 S Broadband Ln Sioux Falls, SD 57108-2207

• 

  WideOpenWest Finance, LLC

  809 Deadwood Ave Rapid City, SD 57702-0449

• 

  WideOpenWest Finance, LLC

  2025 Research Pkwy Ste D Colorado Springs, CO 80920-1032

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed for 300 MBPS L but I am only receiving 100 MBPS. I have had terrible lagging speed and WOW is trying to insult me with ***** credit while I have had terrible service.Then, the tech support admitted to me that they were not providing me with the full service I was being billed for, and when I asked for a credit, they would not provide such.

  

  Business Response

  Date: 07/10/2025

  I reached out to a customer who mentioned that he sues people for a living. He expressed that the $10 offer from our agent was insulting. I explained that since his installation, he had not contacted us to schedule a service appointment, so no credits were due at that time. 
  
  After reviewing the call, I clarified that he was scheduled for a technician to come out on July 10th between 8 and 11 AM, following his call on July 7th. He disputed this information, claiming it was incorrect. I informed him that I could credit his account only for the time between his call and when we could send a technician. When he asked if I would provide a credit, I explained that I could only offer it for that specific timeframe, and then he hung up.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4th I noticed my auto pay had not gone through yet again for some reason. I called customer service at ****** and I made a payment for the amount due ($85). They stated that the auto pay would not go through because there was a balance on the account. That I had to have a zero balance and then set it up again. Thats why i made a manual payment for the amount allegedly past due, I'm unsure why it didnt go through in the first place. They provided no explanation as to why is was no longer set up as it has been for the last few years. Later on in the day their system pulled the entire bill amount ($165) through autopay which I was told was not set up. So now they've pulled an extra $85 and charged me an extra $10 for not having autopay setup. **************** didn't help stating the information I was given was wrong and a refund would take 30 days and I would just have a credit for the next bill. If anything they could have pulled $80 and the balance would have been zero but instead they pulled a double payment. Since autopay was setup I should be getting my autopay discount and should be getting something for my inconvenience since now they've drafted more than the amount due on the bill and refuse to refund it in a timely manner.

  

  Business Response

  Date: 07/10/2025

  I have spoken with this customer and offered a courtesy credit for the confusion she had.

   

   

   

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but it's the best I'll get. Other issues were uncovered during the phone call and the best the *** could do was tell me to call customer service and they MAY be able to fix the issue. Although the problem was caused by their customer service department they dont know if they will be able to fix it. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been over charged for the last 13 months. I only looked into this matter because My bill went up $5 per month. I found that I have been getting charger $14 per month for a modem that I don't have. They billed me for 13 months, that's $182. They admit I don't have one and I haven't in years. they offered me $28 to make up for it. I asked to speak to a manager, and was put on hold. 10 mins later the *** came back and said they will call me back. I said I would wait for a manager and the *** said he had to let me go and hung up on me. I been waiting for 3 years for the last one to call me back, they never did.If they did this to me, how many others are they doing it to?If they did this to only ****** people, that means they stole $1,680,000 from the people that use there modem and never caught it. in one of the pics I sent, it says customer owned modem. another pic shows a $14 charge per month for a modem I don't have.

  

  Business Response

  Date: 07/01/2025

  I spoke with the customer, and an adjustment was made to his account. The plan was changed to what he agreed upon.
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On **** 19, 2025 I had an extended conversation by telephone with *****, the WOW **************** representative. I was told that after a discussion he had with his supervisor, I would qualify for the promotional monthly fee of $25.00 (Internet 300Mbps). I was also told my **** billing statement would be reduced. Later that day I received an email quoting a price of $35.00/month, classic "bait and switch". I expect better of a company I have been loyal to since 2016. Resolution: the agreed upon $25.00/ month for the Internet 300Mbps.

  

  Business Response

  Date: 06/30/2025

  Upon reviewing the account, the regular service rate is $35.00 monthly. However, with the autopay discount, the rate is reduced to $25.00.

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23520036, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Roger Covey

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning on 2/7/2023 Wow began charging me for a service that I did not sign up for and I did not receive. It was brought to my attention in April of 2025 when I contacted Wow to sign up for whole home wifi that I had been paying for it for years without having the service. I was told multiple times over many, many calls and hours on the phone that I would be refunded. I have only received a total of $80 in account credits of approximately $270 that is owed to me. Every time I contact wow I am told that a supervisor will call me back within ***** hours, I have never received a call back. I simply want a refund for what I am owed. Wow fraudulently charged me for a service that I did not receive and is now refusing to do the right thing and issue the refund I am owed. Wow has victim blamed me for not catching their error sooner. Please help. I am an elderly widow that is being taken advantage of & I do not know where else to turn.

  

  Business Response

  Date: 06/26/2025

  this customer has already received credit for the time she was charge. wow has gone above and beyond our liability which in normal cases we would only go back 90 days I.E. three months this would give her a credit of $9.99 time 3 = $29.97. she was giving one credit for $60 and another for $179.76 for a total of $239.76 there will be no more credit giving. If there are any other questions or concerns, the customer may reach out to us by email at [email protected] or leave a voice message at 1-866-740-0119, Pin# 5941

  
  Sincerely,
  
  Trever Sessions
  Executive Response Team
  WOW! Internet, Cable and Phone
  
  

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23497637, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Rita Luther

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer to ********************** internet services since September of 2021. At that time, my monthly rate was $49.99/month. As of the time of this complaint, my service has not changed, I am using my own modem and no longer renting one from the company as of February of 2025, and I am now paying $65.49. My level of service has not increased and I do not possess any equipment from WOW internet. The call agents who do not speak English as a first language have difficulty explaining the reason for the increase in cost when I am not getting any additional service. I am also being charged a random network enhancement fee when I have not been privy as to what these enhancements consist of, nor was I notified about the fee, no telling how long I have paid it now. When I called and asked to speak with someone about disconnecting my service, the agent was very rude, non chalant, and refused to transfer me to a supervisor when I requested a total of 4 times. I need to speak with someone who resides in the ************* and has English as their first language and I need an explanation and the billing issues rectified. The random price increase without notification or providing additional service when we are in the middle of a recession is astounding and leaves me wondering if and how others have been deceived by phantom charges in their bills. How is this supposed to build loyalty in a service and business when I cannot rely on them to be forthcoming with any price increase? I never received anything with explicit information communicating any price increase. This is fraudulent and the attorney general needs to act upon these actions if not encourage a class action lawsuit. Im sick of these companies thinking the American people are willing to be racked over the coals while they silently steal money from loyal customers. Ridiculous!!!!!

  

  Business Response

  Date: 06/26/2025

  i have tried to contact this customer serval times with no answer I left multiple messages with no response. this customer as a disconnect order schedule if this customer wishes to stay with wow he can call customer service or the number in the messages I left him we all would be happy to help in any way possible.

  If there are any other questions or concerns, the customer may reach out to us by email at [email protected] or leave a voice message at 1-866-740-0119, Pin# 5941
  
  Sincerely,
  
  Trever Sessions
  Executive Response Team
  WOW! Internet, Cable and Phone
  
  

• Initial Complaint

  Date:06/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WOW placed a $250 collection on my credit for equipment I never received or agreed to accept. When the technician installed my internet service, I told him I did not want or need the WOW-provided router because I had my own equipment and did not want to rent or be billed for theirs. I used my own router the entire time. WOW has since claimed I owe for their equipment, but I was never given it, never used it, and never signed anything confirming receipt.I contacted WOW multiple times between 12/6/24 and 2/5/25, asking for proof that I received the router. I requested technician notes, usage reports, or a signed acknowledgmentbut WOW never provided any documentation and never followed up as promised. Despite my efforts to resolve the issue directly, WOW sent the account to collections (Eastern Account System), which has negatively affected my credit.I do not owe this debt. I am requesting that WOW instruct the collection agency to remove the item from my credit report and confirm in writing that the charge was made in error.

  

  Business Response

  Date: 06/17/2025

  The equipment has been removed from the account. The account charged have updated and there is a 68-week timeframe for the credit bureau to update the credit file. We have no way to speed that process up. 

  Customer Answer

  Date: 06/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Semper Fi,
  
  ****** *****

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of **********************! and was subscribed to a WOW! Internet Price Lock Plan which included 300Mbps Internet for $35/month, as shown in my September 6, 2024 billing statement.However, without my consent or prior notification, WOW! downgraded my plan to a 200Mbps **************** as reflected in my October 6, 2024 billing. I was not informed of this change, nor did I agree to it. This change violates the promise of a Price Lock Plan and reduces the value of service I had agreed to.When I contacted customer service to correct this issue and restore my original 300Mbps service, I was told that I would need to pay more if I wanted the same speed again. In other words, the company downgraded my plan and now demands a higher price to return to what I had already been paying for under a locked agreement.This is a deceptive and unfair business practice. The plan was clearly labeled as a locked-price service, and no notice of contract modification or downgrade was given.I am requesting the following:Immediate restoration of my original 300Mbps Internet plan at the original locked-in rate.A detailed explanation for the unauthorized downgrade.I believe this complaint falls under consumer misrepresentation and breach of service terms, and I am seeking BBB's assistance in resolving this matter.

  

  Business Response

  Date: 06/10/2025

  I have spoken with the customer, and she made me aware that she has already spoken with one of the agents who assisted her.

   

   

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23436715
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  In Ho Chang
  
  
  I had a phone call with the company, and they said they would resolve the issue. However, they claimed they didn’t know that the advertised speed wasn’t available in my area.
  
  What I don’t understand is, if the speed is not actually available, why was it advertised in the first place? This feels misleading and deceptive. As a consumer, I feel like I’ve been misled.
  
  They also told me that they cannot revert to the original price I had agreed to when I first signed up. The best they could offer was still $5 more than my original rate. If I hadn’t complained, my monthly internet bill would have continued to increase without my knowledge or consent.
  
  Additionally, before I spoke to a supervisor, one of the customer service representatives told me to "go ahead" and report the issue to the BBB when I mentioned I would file a complaint. I found this response very unprofessional and dismissive of a legitimate concern.
  
  I sincerely hope this kind of issue does not happen again in the future.

  

  Business Response

  Date: 06/25/2025

  In September 2024, the customer’s package was changed following an audit that revealed they were receiving a speed we could not support. The account was then adjusted to the best available package based on our offerings. This issue has been resolved to ensure it does not occur for any other customers in the future. Additionally, I was able to apply a $5.00 discount, bringing the monthly rate down to $35.00 for the next 12 months.

   

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For more than 5 yrs I had my Internet cable with this company WOW internet cable company here come time to disconnect /cancel my service due to poor services (cable channels outdated and poor internet connection) no longer working /available. So then I decided to call the company every time I called I am told its normal to sometimes experience connection errors or difficulties many months have passed I kept experiencing poor services then I decided to cancel my service then I was finally told to get a new cable Router that will cost me 300 to 500 dollars. Then I decided to cancel my service because I cant afford it. WOW company refused to cancel my account instead they reduced my monthly payment and told me to be patient that it is normal to keep experiencing service difficulties in my area. So wow company kept withdrawing money from my account unauthorized and refused to cancel my service even though there is no contract involved. Then .after more than three months of withdrawing money out of my account unauthorized, and refusing to cancel my service then I called my bank to put an end to it. So now they kept on sending me bills and threatening to send my bills to the collection agency that could cause damages to my credit history. So the question now can I file a complaint against WOW company for full refund on services I did not receive at the local small Cliam court? My neighbor told me she experienced the same problem when she wanted to file a complain she was told the small Cliam court told her WOW company is LLC its no possible to file a complain on companies that are LLC.

  

  Business Response

  Date: 06/09/2025

  The account has been closed out and all of the charges on the account have been removed. The customer did have a pending disconnection but called to cancel it. There was some confusion on that call and due to that we are going to back date the account. There is no balance the account is now closed out in good standing. 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had WOW internet for about 4 yrs. it was great, no problems, then recently i switched to **** because of a promotion. i disconnected from WOW, and they sent me a package which was a box to ship the equipment back to them. this included the router, two extenders and cables. i shipped everything back, per instructions by ***** on 1/29/25. on 2/19/25, i received an email with a bill for $163.88 which was a surprise, because i understood that i had a $0 balance when i disconnected. i called them, and was told that they didn't receive the router in the box that i sent, and i told the person over the phone that i sent everything that i had, per the instructions. he said he would initiate and investigation on it. i have received two other letters from WOW for the bill amount. i feel like there is nothing i can show or proved as it is their word against mine. in the past, WOW had an office where the equipment could be returned in person, as i have done this before, and when i called them, it was local and not a call center like this was, possible overseas. i think something is off with this, but i don't have any other recourse but to argue with them, and now i got a notice from a collection agency for that amount.

  

  Business Response

  Date: 05/30/2025

  I have removed the equipment from the account and the balance has updated to $0. There is a process for the credit bureau that we are unable to speed up because it is external and that process takes between 6-8 weeks. 

  Customer Answer

  Date: 05/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********