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

  
• 

  WOW!

  2401 10th St SW Huntsville, AL 35805-4057

  
• 

  WOW-Wide Open West

  1570 S Phillips Rd Lanett, AL 36863-3912

  
• 

  WOW-Wide Open West

  6050 Knology Way Columbus, GA 31909-4962

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

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:04/04/2025

  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.

  On January 26 I ordered self I talk service. Still technician was scheduled. Next day technician came and stated that there was no connection for wow services that he needed to come in my house and adapt the box from another provider spectrum which is the one I had a the time. I told him I did not wanted to mess with the equipment of another company and in that case I did not wanted service. Technician left never gave me no equipment. 3 month later I received a bill of service that I never had and they also now they added unreturned equipment fee for equipment that I never received fee bill for service that I never had and in fact supervisor I spoke. Prior stated I see there was never wow signal nor service. Now they are requesting payment or sending me to coleccin.

  

  Business Response

  Date: 04/08/2025

  I have removed all equipment charges from this non-customer's account, leaving it with a zero balance.
  

• Initial Complaint

  Date:04/03/2025

  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 promised for a year now that I would have 1gb internet. The internet constantly lags, drops devices and has never run a speed test above 310mb. Usually at 250mb or lower. Plus there is constant outages. Ive talked to them on the phone, they blame me. They sent one guy here who had me move my router, and to buy a new better one online the cost me $300. Nothing changed. Internet cant handle more than like 6 devices. I had them send a second guy out who immediately told me that Wow doesnt actually guarantee 1gb whole home internet (they have multiple times on the phone and in commercials) unless its connected by an Ethernet, like its ***. He said there was nothing he could do and left. So if youre only going to provide half the internet promised, cut my bill in half. Since I actually only get a third the internet speed I pay for, half is more than reasonable for your lies, pay me back for upgrading g router pointlessly since you cant provide the 1gb promised, or consider me switched to Xfinity. Attached youll see what I have and what Ive been promised according to your own site. Cut my bill in half to 30 since you lied and cant provide the 1gb

  

  Business Response

  Date: 04/04/2025

  I spoke with this customer today. A technician had previously visited their home and attempted to explain how our services work. However, he was asked to leave during that conversation. When I spoke with the customer today, he was unwilling to agree to anything and ultimately disconnected the call. 
  

• Initial Complaint

  Date:04/03/2025

  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.

  Terrible internet and recently upgraded to help it and it made it even worse. I want credit to my account and my internet to be fixed to actually WORK

  

  Business Response

  Date: 04/11/2025

  I have spoken with the customer, and we have sent out service technician which has improve the customer service but not completely I have also mailed out a new modem and at this point we are waiting for conformation if the issue is resolved, we have one other option but the customer didn't want to move to ********************** whole home Wi-Fi system as there would be a cost in *****. We are still working with the customer to resolve the issue completely.  

• Initial Complaint

  Date:04/01/2025

  Type:Delivery 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.

  Extremely slow speeds for months. Today after waiting 15 minutes for a live chat I was informed that there was an outage which doesn't effect me however because of the outage they couldn't help me in any way. I asked for a replacement modem as it is almost certainly thd issue and was told they couldn't order one due to the "outage" nor vould they schedule someone to look into the problem, also due to the "outage"

  

  Business Response

  Date: 04/03/2025

  We tried to reach the customer via telephone but were not successful in our attempts. If the issues are still occurring, we will be happy to schedule an appointment and have one of our technicians out to the home to address the issues. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23143249
  
  I am rejecting this response because you clearly didn't bother to look into the issue. The chat that started this issue contains all the information needed. Please note that I specified in the chat that I did not need a technician to come to my house. This level of ineptitude and disregard further showcases the issues that are a constant from this business. Clearly the answer to my particular issue didn't have a pre-made response that was appropriate so instead of responding with an actual response they simply tossed out a generic response instead of actually investigating the issue, or at the bare minimum taking the 5 minutes to read the chat logs.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 04/08/2025

  Extremely slow speeds for months. Today after waiting 15 minutes for a live chat I was informed that there was an outage which doesn't effect me however because of the outage they couldn't help me in any way. I asked for a replacement modem as it is almost certainly thd issue and was told they couldn't order one due to the "outage" nor vould they schedule someone to look into the problem, also due to the "outage"

   

  In the initial response the customer mentions "slow speeds for months" which indicates an issue that would require one of our technicians out to the home to determine the cause and make the necessary changes to correct this issue. The complaint was started with that information which was separate from the outage. When our technician comes out, we will determine then if the issues are with the modem, the lines feeding the home, or something else. At your soonest convenience please call us to schedule an appointment so we can address and correct the issues with your internet speeds. 

  
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23143249
  
  I am rejecting this response because:the issue is with the modem, it needs to be replaced. If you need to send a tech instead of simply mailing a new one that is your call You may contact me to arrange a time if a technician still needs to come out to hand deliver a new modem.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 recently got service has been trying to cancel the *********** Spoke to ******* they told me contact wow spoke to my *** who said call him with any problems after installation was useless I spoke to wow chat and was given a number was on hold forever. I do not want the ******* tv I just want the internet

  

  Business Response

  Date: 03/31/2025

  I have spoken with the customer and explained that he would need to cancel the **** we are not able to do this for him.

  Customer Answer

  Date: 03/31/2025

   
  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,
  
  ******* *********

• Initial Complaint

  Date:03/27/2025

  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.

  I am filing this complaint regarding an ongoing issue with WOW (WideOpenWest) concerning unreturned equipment fees that I do not ****** 2021, I experienced issues with my WOW-provided modem/router combo. A WOW! technician was scheduled to visit my residence, replaced the faulty equipment on-site, and took the old equipment with him when he left. Despite this, my account has incorrectly reflected the old equipment as "unreturned" ever since.I recently canceled my WOW service in December 2024, and now WOW is threatening to send the fee for the supposedly "unreturned" equipment to collections. I have contacted WOW multiple times to resolve this issue, but they have refused to acknowledge their error or remove the charge. I have no control over equipment that was taken by their own technician, and I should not be held responsible for their failure to document the return properly.I am seeking immediate correction of this error and confirmation that WOW will remove any charges related to this equipment. I also request written assurance that they will not send this erroneous charge to collections, as it could negatively impact my credit.I appreciate the BBBs assistance in resolving this matter.

  

  Business Response

  Date: 03/28/2025

  The customer account has been reviewed, and the issue has been resolved. I spoke with the customer to confirm the account status and balance. The customer was satisfied with the outcome.

  Customer Answer

  Date: 03/28/2025

   
  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. I have attached the email communication I had with the company for record-keeping reasons.
  
  Sincerely,
  
  ******* Solu

• Initial Complaint

  Date:03/24/2025

  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.

  Over the past two months (Between the beginning of February and the time of this review), my customer service experience with **********************! has been absolutely appalling. My family has been having an issue where our upload speeds tank for seemingly no reason. WOW!'s support line has been running me in circles and wasting my time, telling me to repeat tests that don't offer any new insights, and sending out technicians that refuse to do anything and withhold the steps to make them do their jobs. Specifically about the technician in question, he's been by our house several times, and refused to do anything about the issue I'm having. The second time he came out, he told me to take timestamped screenshots of the speed tests and have them ready to go. Absolutely wasted my time and refused to actually do anything. As of the time of writing this, WOW! is trying to offer hardware replacements (in which we have our own router) instead of actually resolving the issue we're having or being any help. Attached to this complaint are two images, showing my internet speeds which are way lower than what we pay for. Please pardon the names of the files, as frustration is getting the better of me.

  

  Business Response

  Date: 03/27/2025

  We had our technicians out this week and there were no issues found with the WOW! lines or services. Our technician did notate that the customer is using their own modem, and the modem could be causing issues after the signal is received to the modem. 

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service 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 has been sending spam letters requesting my household sign up for their service. We once had Wow many years ago, but determined that their service had been insufficient. After receiving multiple promotional offers, I had called their customer service line to remove our address from the mailing list. After giving my name, multiple points of contact, and address, I was told that my address would be removed from their list and that a supervisor would call me to follow-up the call. I never received a call. It's been a month since and we have noticed an increase of mail from Wow. I called again and was told by the first ****** after 15 minutes of waiting that I had to be transferred to another department. That department said there was nothing he could do and gave me a different number to call. I called the number and found out that I was given the wrong number.I just want my address removed from the mailing list. How hard is it to do? How hard is it to call back? How hard is it to direct me to someone who has the ability to remove our address from the mailing list? I understand if I've called the wrong number within Wow, but just direct me to someone who can help me. Don't give me a wrong number. This has had the opposite effect of us using Wow let alone even recommending Wow to other people. I will faster recommend that others don't use this service for incompetence alone with their handling of service.

  

  Business Response

  Date: 03/21/2025

  We will be happy to process this request but would need the full address to add into our systems. 

  Customer Answer

  Date: 03/22/2025

   
  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.Since PII is discouraged in these responses, please have the business respond to me using the information provided in the original complaint or let me know how to contact the business with my information to resolve this issue. I am perfectly fine with providing the address through BBB if that is most desired as well.
  
  Thank you for all your help,
  ***** ******

• Initial Complaint

  Date:03/16/2025

  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.

  I switched internet service in 2023 and was told to return my WOW equipment to their *************, ** location. When I got there, the office had been permanently closed but there was a drop box for equipment return. I placed all equipment in the drop box. Two weeks later, I received a bill for $251 for non-returned equipment. I called WOW and was told they would zero out my balance. But instead I received a second bill for $251.00. I called WOW customer service again, and I was assured my balance was zero. I asked them to send a final statement reflecting the zero balance. I never heard from WOW again. Although my account was sent to collections, I was never contacted by anyone via phone or email. There was never any attempt to collect the balance, so I had no idea the account was sent to collection. In March, 2025 I ordered a credit report and saw this collection on my report. I have never missed a payment on anything and have always returned equipment on time. This is clearly an error by WOW's customer service team; and this error is unfairly impacting my credit score. The fact that no one ever informed me of an issue is also frustrating. I only found out about this when I ordered a credit report. I am requesting that WOW confirm my account balance of zero, and have the erroneous collection notice on my credit report removed.

  

  Business Response

  Date: 03/24/2025

  contacted the customer about the complaint and advised that we have placed credit on the for the lost equipment in the amount of $251.45 and the account will be zeroed out due to that credit. customer is satisfied with the outcome and issue resolved 

  Customer Answer

  Date: 04/02/2025

   

  Thank you for following up on my complaint. It has not been resolved. The company contacted me, and told me they would send written verification that my account balance had been zeroed out. As of today, I have not received any written correspondence regarding my account. This is how this all started. I was assured that I'd receive a final account statement and I never did. Until I receive written verification that my account balance is zero, I will consider this complaint unresolved. Please advise on next steps.

  Thank you

  

  Business Response

  Date: 04/08/2025

  Contacted the customer again provided account status and balance of account also confirmed customer email address where email was sent with snapshot of the account status and balance which is account is inactive with a zero balance. 

  Customer Answer

  Date: 04/18/2025

  Thank you for your email. I am still waiting for the credit bureaus to remove the unfavorable information from my credit reports regarding WOWs mistake in sending my account to collections. Please leave this complaint open. To date, I have received confirmation from two agencies that they have removed the unfavorable info but ******** is still conducting its investigation. Once they clear my credit report, I will let you know the case was resolved satisfactorily. Thank you again for assisting me with this. I have never missed a payment on any bill and this is very frustrating. I was sent to collections without any notification and the collection agency never contacted me in any way either. My account balance was zero. They claimed I didnt return equipment but later admitted I had. I hope to hear back from ******** soon.

  Customer Answer

  Date: 04/23/2025

  My dispute with WOW (Case ID ********* has been settled satisfactorily. The company agreed to close the account with a balance of zero. They responded quickly and were professional in all their communications.

• Initial Complaint

  Date:03/14/2025

  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.

  When I signed up for WoW Internet in September 2024 they signed me up for (2) Eero WiFi devices at $10/month each that I never requested. I immediately informed them to cancel the devices and I promptly sent them back to WoW via ***** on 9/24/2024. ***** returned the package to me in an obviously damaged fashion (the tracking number shows it is still in *******, **), and I observed a visibly damaged device charger and one missing Eero. I called ***** to open a claim and they let me know WoW needs to make the claim as they sent the shipping package/label. I called WoW to see what should happen. They told me to return the remaining devices by mail again or physical dropbox. I returned the remaining devices in the dropbox in **************, ** (***** location) on October 15, 2024. After I returned the equipment I called again to verify the situation was resolved. I was informed by a WoW customer service representative, repeated by other representatives on multiple phone calls, that I would not be charged for the missing Eero device and damaged charger. I even provided a tracking number from ***** (# ************) so WoW could file a claim with *****. During one of my calls, a WoW representative provided me with an incident number for the issue (*****) and assured me the matter was resolved. I cancelled my service with WoW January 2025 and am now being threatened with a notice to send $135.10 for an unreturned Eero device to a collection agency even though it was established I did not have the device and a claim should have been filed with *****. So I was misled, and the matter was not resolved. I have called at least 3 times since cancelling my service and the last call a supervisor assured me they filed a form that would take care of the charges. WoW has repeatedly failed in resolving the situation and now I must resort to the BBB.

  

  Business Response

  Date: 03/18/2025

  The customer account has been reviewed, and the issue has been resolved I spoke with the customer to confirm the account status and balance the customer was satisfied with the account returning to a zero balance.
  
  

  Customer Answer

  Date: 03/18/2025

   
  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,
  
  Shuvambharathy Pochi