Business Profile

Cable TVs

WideOpenWest Finance, LLC

Headquarters

Complaints

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

Customer Complaints Summary

597 total complaints in the last 3 years.
186 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/28/2025
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 called to cancel wow internet over a year ago when we moved from our business location they have been charging a 100 dollars a month for over a year now and won't stop I try and call them they put me off they say I have to sign some paper work one time I called them but they won't send me the paper work like they said they would The credit card on file is expired and they are still charging it somehow. They are some crooks that keep giving me the run around, now when I call up there they try and transfer me to someone that doesn't pick up the phone or call me back, I don't have the time or money to afford this we are a struggling small business. We need our money back $1,425 that we never received service for, and I called and told them we were leaving that place of business and needed to be disconnected right away, but they never did.
Business Response
Date: 06/05/2025
Our business team has contacted the customer to address his concerns about disconnecting the account. The account has now been successfully disconnected.
Initial Complaint
Date:05/27/2025
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.
: WOW! Services for ******* **************** Termination ******************** Dispute Account Number: ********* Potential Contract at Issue signed on October 30, 2024 WOW First-Attempted Installation: February 7, 2025 Attempted Termination Notice: On or about March 7, 2025 Business Numbers Ported per WOW: April 9, 2025 Physical Address for Account: ***************************************************** We are a long standing customer w ********************** who had service issues beginning the fall of 2024 - which wow could not resolve. After months of problems - we were securing other service when ***** ***** - the Wow sales *** stopped by my office and offered us Wow Fiber claiming it would solve all of our issues. Being cautious based on our previous experience - we asked for and were told we would have a 30-day free trial period. After saying we would, Mr ***** pressured us to sign a contract with Wow. We did so in good faith based on his ***resentations. After a lengthy delay for installation - we finally began service in early 2025 and within the 30-days we decided to cancel the Wow service. I have 42 emails of communication with Wow and Mr ***** to document this. However, after cancelling - Wow says we owe them approximately $10,000 in early termination fees. In addition, the contract we signed states a 60-day cancellation period as well - they say the contract we signed doesn't apply to this situation as the original contract signed many years ago applies. If this is the case - we were on a month to month basis with the old contract and have documentation on that as well. Wow will not communicate transparently with us - and we have made many attempts to resolve this already - to no avail. We feel misled, then pressured, and not are being bullied by Wow! We would appreciate your help.
Business Response
Date: 05/28/2025
Our business team has reviewed the contract dispute concerning the 60-day satisfaction guarantee. It has been determined that the fee is valid. An upgrade of service is considered an extension of the original terms of service, not a replacement. Therefore, the initial 60-day satisfaction guarantee applies only to the original installation and does not extend to any new installations or upgrades in service.
Customer Answer
Date: 05/29/2025

Complaint: 23382472

I am rejecting this response because:
Transparency. Attached is the contract I was asked (and did) sign to receive Wow!s service. It's 100% reasonable to expect that the document that both myself (and Wow) signed would be applicable to the service being received.
That would be considered transparency. I relied, counted on, and depended on transparency (Both from Mr. Foody and this contract) when making my decision. Nowhere in this document does it say, "only applies to New Service" or "Does not apply to upgrades". For the record, I believed I was getting both, New Service and an Upgraded Service - with this contract applying.
So, I would ask for Wow to point out:
1. Where in the contract does it say this contract does NOT apply to me or excludes upgrades?
2. Where in section 20 - outlining the 60-day free look period - is it written that it doesn't apply to me?
3. Why would Wow use / or ask me to read, rely on, make decisions based on - a contract - and later say it doesn't apply - without any disclosures? This is NOT transparency.
4. How would I reasonably know that this information - without full transparency?
I have had multiple conversations with Wow and have received similar responses to the one obtained here. I would like to a BBB appointed mediator
be appointed that would bring an objective and reasonable mindset to address this lack of full transparency. Not to be forgotten are Mr. Foody's misrepresentations as well as my documentation regarding the
"older original" contract.

Sincerely,

Jeffrey Marzolf
Business Response
Date: 06/06/2025
Our business team has reached back out to the customer and further explained that the verbiage does not specifically say new sales, but it does state it is for the initial term of this agreement.
Customer Answer
Date: 06/09/2025

Complaint: 23382472

I am rejecting this response because:
Per the company's response - they say the 60-day period applied to the initial "60-days" on THIS agreement.
I cancelled within the 60-days - please remove the ETF charges due to the actual wordage of this contract.

Thank you,

Sincerely,

Jeffrey Marzolf
Business Response
Date: 06/17/2025
As previously stated, an upgrade of service is considered an extension of the original terms of service, not a replacement. Therefore, the initial 60-day satisfaction guarantee applies only to the original installation and does not extend to any new installations or upgrades in service.
Customer Answer
Date: 06/18/2025

Complaint: 23382472

I am rejecting this response because:
I have had communication with Shaniqua with Wow via email - please see below:
From: Shaniqua Vaughan <[email protected]>
Sent: Friday, June 6, 2025 11:43 AM
To: Jeff Marzolf <[email protected]>
Subject: Re: WOW Support

The
verbiage does not say new sales it says initial term of this agreement.

Sincerely,

Jeffrey Marzolf
As you can see - your contract does not say upgrades - it says, "initial term of THIS agreement".
Per your contract verbiage and Shaniqua's confirmation of such - please remove the ETF's as I cancelled within the 60-day period.
Thank you,
Jeff
Initial Complaint
Date:05/27/2025
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.
Had to switch to WOW ******** services and had nothing but trouble with my one box. Multiple calls to WOW and they keep saying engineers know about it and working on it. I got so tired of not being able to watch TV for a while in my family room that I called again. I finally had a technician come out and switched the cables on my one box. Since he left it is even worse. When I turn the family room TV on, I just see a circle going around and around. Sometimes it will say OOPS something went wrong. All of this is even worse since the technician came out. I would check my internet connection and it would be fine. I literally have to wait and play with it for 30 minutes before I can even watch TV . Sometimes I get a PLAYBACK ERROR. Anyway, I am tired of getting different messages and no one seems to know how to fix it. Getting tired of paying a bill and can't get to watch TV. Also tired of being on the phone with people asking me what the screen says all the time. No one has corrected the issue, however I keep getting bills..
Business Response
Date: 06/02/2025
We spoke with the customer, and he is upset that he cannot remove the ads through YouTube TV. Unfortunately, YouTube TV does not allow customers to remove their ads, and they are to be watched. This is not a commercial it is referred to as an ad. The customer is also having an issue that is due to the lack of connection in areas that are far from the modem. The customer was offered whole-home Wi-Fi for $9 per month but declined. Our technician determined that the whole-home Wi-Fi system is needed to resolve the issues in these particular areas of the home.
Customer Answer
Date: 06/02/2025

Complaint: 23376910

I am rejecting this response because:

I have internet in that room and I was able to watch tv before. My problem came when they hooked up you tube tv with that box . I was at the tv and hit it sightly my tv would go off. Then someone said they knew about the issues with some boxes. When they came to replace the box it was worse . So if it was only the WIFI or lack there of I wouldn’t be able to watch at all.
then the tech came out the other day and he came in and tv was on . He did a couple things then went to my neighbors house. Neighbor told him whole street was out because of work on street behind us. That wasn’t true because the technician already had seen TV was on. Guy came back and said there is no internet and he couldn’t do anything and left. So not sure how he thought it was off when TV was on. Also tired of paying bill but trouble with the box to where we can’t see TV at times.

Sincerely,

Ray Wright
Business Response
Date: 06/10/2025
At this time, our technician has determined that the customers TV and box is having issues because of the distance from our modem. We have offered the customer the whole-home Wi-Fi system and that was declined. We also informed the customer that if he did not want to use ours because of the monthly cost he could purchase his own.
Customer Answer
Date: 06/10/2025

Complaint: 23376910

I am rejecting this response because:

Wow already put at least one modem maybe two in my house . If they knew the issue was the modem why wouldn’t it be working. Also why wouldn’t they put the correct one in ?
it seems either they don’t know what the problem is or they don’t care to actually fix it. How bout let’s get someone to respond that wants to correct the issue.

Sincerely,

Ray Wright
Business Response
Date: 06/17/2025
We sent our technicians out to the home, and I also personally spoke to this customer multiple times. The modem is not the issue. The issue is the range and the customer either needs to rent the whole-home wifi system to extend the range or purchase their own system.
Customer Answer
Date: 06/25/2025

Complaint: 23376910

I am rejecting this response because:
I was able to watch before without the system plus I did have my own system and that didn’t fix the issue either so I don’t care how many times they talk to me just fix the issue please.

Sincerely,

Ray Wright
Initial Complaint
Date:05/19/2025
Type:Product 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 **************** with wow and my last billing cycle my services were constantly interrupted by outages and a tech disconnected my service trying to disconnect somebody else service. I would like to request a full refund of my last billing cycle due to not being able to enjoy my services. I would like my concerns to be forwarded to a supervisor for an resolution. I tried contacting customer service about my concerns but they were unhelpful. My service is working fine now last month I had a serious issue. I work online and I lost money because of the interruptions in my services. My bill was paid in full there should not been any reason my service was disconnected. I spend too much money on Internet for bad service like this.
Business Response
Date: 06/02/2025
I have reached out to the customer with no response at this time. I have reviewed the account and do not see where she is due any credit that he is requesting. We would be happy to speak with him and try to assist with his complaint.
Customer Answer
Date: 06/02/2025

Complaint: 23351313

I am rejecting this response because: They did not read into the complaint well I see. I will be filing a complaint with the *** about my concerns. BBB you can close case

Sincerely,

******* ******
Initial Complaint
Date:05/17/2025
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.
Date issue started was approximately 4/29/25. There was a storm in my area. My TV service has not worked properly since that time. I have continued to call WOW but they continue to say the same thing, "They are working on the problem". They refuse to provide me with a date the issue will be fixed.
Business Response
Date: 05/19/2025
I spoke with the customer and informed her that we are aware of the issue and are working to resolve it as quickly as possible. She requested specific information, and I explained that we are addressing the matter internally to ensure everything is taken care of for our customers. She then mentioned that I should deal with the Better Business Bureau (BBB) and hung up.
Customer Answer
Date: 05/19/2025

Complaint: 23343577

I am rejecting this response because:

Sincerely,

Pauline Lombardi
Initial Complaint
Date:05/16/2025
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 discontinued my WOW service due to lagging internet speeds and new fiber optic in the area at lower prices with a different company we wanted to switch to. My bill was on auto pay, never late for the 4 years I was a customer while I owned this home and my balance was at zero. For context After two years of service we had connectivity issues, they sent a tech to fix it twice. The second time the tech upgraded the equipment and after a child moved out we realized we did not need the extra wifi extenders so the tech took the old modem, home wifi and extenders and replaced the modem and home wifi. Apparently the extender was never marked so when we cancelled and they sent me a box to return my items which was a modem and Eero for home wifi. They also requested a second Eero, which I never had as it was never replaced when the tech took the old one. I called five different times to explain to them I did not have this modem and when I upgraded the technician took it with them. They opened an investigation into it and I was told to send everything I had back which I did. Today, 5 months later I now see my credit decrease and that I am in collections for unpaid wow equipment that was not returned. I am beyond frustrated at the lack of caring on their technicians part to properly document the removal of equipment from my home that is now making me ultimately responsible fir their incompetence, the lack of communication on the part of their customer service and investigation team regarding the results of the investigation, and inability of the corporation as a whole to hold any one of their leaders accountable not educating their teams in what I assume would be appropriate procedures and protocols, investigations, doncumentation, and customer care
Business Response
Date: 06/04/2025
This is a duplicate complaint that was previously received and resolved.
Customer Answer
Date: 06/05/2025

Complaint: 23342907

I am rejecting this response because: the response provided stated this was a duplicate complaint that was resolved. This is the only complaint with the BBB for this case. A dispute was made through the credit bureaus and it remains on my credit. The business has the it’s they have me in collections for in their possession. Loyal customer for years, all payments made on time and you go directly to collections for a never returned item your tech removed from my home shockingly after I change service providers. Again still on my credit, not resolved.

Sincerely,

Michelle Fox
Business Response
Date: 06/17/2025
The account has been reviewed, and according to the notes from the service call on August 12, 2021, the technician replaced the Eero 5 system with the Eero 6. It is noted that both the Eero base and beacon were replaced with new units. However, only one component of this system is currently showing as returned. As a courtesy, the account has been adjusted to remove the charge for the equipment.
Initial Complaint
Date:05/13/2025
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.
Im getting constant phone calls from this debit collection company for wow internet when this debit is closed I closed the account for un reliable service and and billing issues I had file multiple complaints in reference to these issues about me not having service when I cancelled my service with wow internet I sent them there equipment back and now I received a notification that I have a collection on my credit report when I cancelled my service due to not have working service Ive called them over 30 times and Been on hold with them for hours due to me not able to work from home for not having service I also had numerous technical visits to my home every time I call they would have me on hold for hours and the also hung up as well I canceled the service I kept missing days from work due to know having service when I called to express my complaint the wou give me a 5.00 credit the was completely unacceptable and disrespectful
Business Response
Date: 06/04/2025
This is a duplicate complaint that was previously received and resolved. this was resolved 5/19/2025 according to notes *********escalation********* was charged the full amount even when cancellation was requested 12/6 yet was completed 12/26. with 21 more days of charges should credit $92.17. customer demands the entire balance be reversed because of the impact of the written off-balance to her credit. difference of $39.51 will be credited as otc. waiving the full balance.
Initial Complaint
Date:05/12/2025
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 had service with WoW Internet for several years with no issues as far as service. Unfortunately my issues occurred after canceling, I had an internet only account with them and when I canceled I dropped the equipment in the drop box at the local office due to the lobby being closed to customer, so I was not able to get a receipt for returning the equipment. About a year to a year and a half later I received a hit on my credit file. I immediately contacted WoW regarding the equipment and they said they would search for the equipment and told me they would set up a follow up call, that call never came so I called them back, they said it was not recovered so the bill of $200+ would remain against me. I knew I didnt have a receipt and felt $200 was a stupid reason to have a collection on my credit file, so I asked if they offered pay for deletion and was informed they do, so I paid it. After about 60 days I saw it was still on my credit file so I called again, and I was informed at that time the First **** gave me false information and that they wouldnt remove it. I asked them to please find the original call and honor what I was told, and I was basically told no, so I have been trying to remove this since using Lexington Law and Im getting nowhere trying to have something they lost and charged me for removed from my file. If you ****** them for *************** you will see the plastic bins they leave outside for equipment drop off. They never called me claiming debt they just put the collection against me.
Business Response
Date: 05/14/2025
The balance has been removed from the WOW! system. There is a processing time that the bureau takes to update the file that we have no control over but the balance on our end has been removed and updated.
Customer Answer
Date: 05/14/2025

Complaint: 23320579

I am rejecting this response because:
i did not have a balance. I confirmed with the representative that I paid everything. I paid for the modem I didnt lose.
The service was at *********************************************
my complaint is I didnt lose this modem, but paid for it. Ive had this same phone number for about 8 years, no one contacted me stating an issue or debt, you just applied it to my credit bureau.
I will be satisfied when this fraudulent debt is removed from my credit file and not until then

Sincerely,

***** *******
Business Response
Date: 05/22/2025
We notify customers through the billing statements and that was the case here as well. The credit bureau is responsible for updating credit scores and they have been sent the necessary information to update this one. There is a processing time, and it can take 6-8 weeks for their systems to update.
Customer Answer
Date: 05/22/2025

Complaint: 23320579

I am rejecting this response because: Your stating I was notified via billing statements however I cancelled service and moved from that residence so I wouldnt have received that statement. You did however have my email address and phone number which you made zero attempts to use as a point of contact. Also per a ****** search of your local office equipment is dropped off outside without an option for a receipt. So no receipt, no employee to hand equipment to, no phone call, no email, just supposedly a statement to a residence I no longer reside at. I dont want an update on my credit file, I want it removed.

Sincerely,

***** *******
Initial Complaint
Date:05/12/2025
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.
We had a location that was affected by the hurricanes in OCT of last year, the roof was torn off and flooded the business, which also created black toxic mold. We could no longer stay at this location. We tried in January to cancel service; they then stated that we were under contract that we could not cancel we had to transfer. We were thinking of what to do about the situation. It is not like we just wanted to change companies or didn't want their services. We could not habitat that location for health and safety reasons. I thought our accounting team had taking care of this situation. It's now May and I looked we are still paying a bill for this location even though a different business occupies it. I spoke to their accounting team there is zero help to resolve this issue besides paying a hefty fee. I think a natural weather disaster is different and should be some form of help here. I would like to cancel the service at that location and refund for the months we have paid while being forced out.
Business Response
Date: 05/20/2025
The customer has been in contact with our business team regarding the issue.
Customer Answer
Date: 06/13/2025
Good afternoon ********,

Hope all is well. They did reach out and resolve the issue. They did not refund the payments that we paid for a service we could not use not a building that was damaged by the hurricanes. However they did let us out of the contract without any construction fees or any other fees. Which is fine I am happy that with the BBB help we could at least get the service disconnected.

Thank you for your help.
Lerrian
Initial Complaint
Date:05/08/2025
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.
About 17 August 24 I called WOW to tell them that a lightning strike shorted out my ***** wifi modem. On 21 Aug 24 a WOW technician came to my apartment and replaced the damaged ***** modem with a new Technicolor wifi modem.End of February 2025 I cancelled my service with WOW and I returned the equipment, which was the Technicolor modem. I dropped the box containing the Technicolor modem off at a ***** location in ********, ** on 24 February 25. On 27 March 25 I received an email from WOW stating I owe $218.00 for unreturned equipment. I called WOW and they told me that they had received the Technicolor modem but my account showed I had not returned the ***** modem. I told WOW that is not accurate because the WOW technician that replaced the ***** modem with the Technicolor modem took the ***** modem with them and I do not have that ***** modem. WOW stated they would look into the discrepancy.Since that first letter and phone call with WOW I have received multiple emails and letters from WOW stating I owe $218.00 for the unreturned ***** modem. I have made multiple calls to WOW and each time they state they will look into it but I nothing has changed. On 27 Apr 25 I called WOW and spoke with a Mrs. **** She submitted another ticket to the warehouse to figure out if WOW had the ***** modem. Mrs. *** stated I would receive a phone call from WOW in about 5 business days. It is now 8 May 25 and I have not received any update from WOW.I have returned all equipment that I had back to WOW and paid my last bill for their service in February 2025. WOW needs to adjust these current charges on my account to $0.00.
Business Response
Date: 05/13/2025
The customer's account has a zero balance with no equipment charges associated to it.
Customer Answer
Date: 05/13/2025

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,

**** *******

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