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! Internet Cable Phone

  770 N Eastern Blvd Montgomery, AL 36117-8619

• 

  WOW-Wide Open West

  1570 S Phillips Rd Lanett, AL 36863-3912

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

• 

  WOW!

  310 S Houston St Athens, AL 35611-2524

  

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:09/15/2022

  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.

  My internet has been down since 9/13 and won't get a technician out until 9/20. The internet has been erratic since I made the decision to go to Nu Link, now WOW, and even upgraded. Still had issues and now again my service is down. Different name, same terrible service.

  

  Business Response

  Date: 09/23/2022

  We attempted to reach the customer to discuss this concern but were unsuccessful in our attempts. 

  Customer Answer

  Date: 09/24/2022

   
  Complaint: 18029458
  
  I am rejecting this response because:  There is no missed calls on phone and the tech came out on Tuesday after the internet was down a week.  This was a why to respond to the complaint without actually trying to resolve.  This has been the pattern at WOW
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/04/2022

  We have attempted to reach the customer three additional times and left a VM. We are still unsuccessful in our attempts to reach the customer. 

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18029458
  
  I am rejecting this response because now TV and internet aren't working.  I need someone out today 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/21/2022

  There was an outage impacting the services at that time. The outage has since been cleared. 

• Initial Complaint

  Date:09/13/2022

  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.

  Non-stop service issues since I got the service. I have had nearly a dozen techs out to date. None have completely fixed the issue, but after two new lines and a downgraded box, my service was okay until about 2 months ago. I started having substantial interruptions and low speeds again and needed someone to come out. I had an appointment scheduled and it was no show. Two weeks later there was another appointment scheduled and it was another no show where the tech had the audacity to claim that he came out and no one was home (I work from home). I need quality internet for my job and this is heavily affecting my work for a while now. Phone calls and chats have been with incompetent people who were no help at all.

  Customer Answer

  Date: 09/16/2022

  Over 20 hours on the phone with incompetent individuals who have no idea what they are doing. I have been having issues with service for 2 months (drop outs, low speed, etc.). I was told a tech was scheduled to come out and they no showed. This happened once more and another time they screwed up the schedule. I still am having issues. After speaking to a supervisor in loyalty I was told a 2 month credit would be applied to 'help' with the issue (that was Tuesday, ****). They said it would reflect in my account in ***** hours. Fast forward to today ****. It is not reflected. I spent another 1.5 hours on the phone and in chat dealing with more incompetent individuals saying it has not been approved yet (without cause), and that they couldn't give me proof that it was applied. I want this credit applied/reflected now and I want a tech supervisor to call me so we can get this sorted.

  Desired Resolution: Billing Adjustment

  

  Business Response

  Date: 09/21/2022

  We had a technician to the home and have found no issues at this time.

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18019819
  
  I am rejecting this response because: It is false. The technician found no issues directly from the drop line but stated it sounds infrastructural. I heard the same thing from other technicians that came out including his supervisor. The lines in the area need to be replaced which is something that was discussed earlier on when I got the service. It's possible that some squirrel chewed through part of the lines or something but there is constant interruption. Wow refuses to replace the lines.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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.

  Our landline phone service has been out for several days. They said they were out yesterday (they weren't). Now they can't do anything until Monday. We need our phone! We have doctors calling us, etc. We can't even get our messages from WOW's voice mail (we can usually do this).

  

  Business Response

  Date: 09/13/2022

  This issue has been resolved. I spoke with the customer yesterday and verified their telephone is now working properly. 

• Initial Complaint

  Date:09/08/2022

  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.

  Have poor internet connection that was not resolved with several contacts with WOW reps. **** were rude and unprofessional especially ****. Need my service restored and refund the two weeks of poor service

  

  Business Response

  Date: 09/15/2022

  We attempted to contact the customer several times to schedule a service call but were unsuccessful in our attempts. We can be reached at ************ 24 hours a day for assistance with scheduling the appointment. 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17936813
  
  I am rejecting this response because: You never contacted me. Please provide proof that you contacted me. This is not honest but expected from such a company. I am the one who contacted the company, they need to hire nice staff rather than the rude ones and they are dishonest.

  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/28/2022

  This has been escalated to our field service supervisor and someone locally will be contacting the customer to ensure that the issues are resolved. 

  Customer Answer

  Date: 10/03/2022

   
  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:09/08/2022

  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.

  It is now September ************************************************************ *******, *******. We had a Storm come through a month ago and take out my modem. I had to wait a week to get it fixed and they tried to charge me for fixing it. I was forced to buy a service plan to keep from being charged for the visit. This time I upgraded my service and have had to wait more than a week and still have not gotten the upgrade or the upgraded modem. If they had a storefront open I could just have gone and gotten them. ******* is open, the local government has reopened, why has wow remained closed. I am tired of poor service and am fileling this complaint to get help.

  

  Business Response

  Date: 09/15/2022

  At this time, we have a modem enroute to the customer. We will follow up and ensure that the modem is received. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17936289
  
  I am rejecting this response because: I have not been contacted by Wow letting me know it is on the way, nor do I have an email telling me that it has shipped. I was contacted last week by a customer care employee who said he would call back Thursday or Friday and he did not. I have no faith in Wow. I am paying for speed that I am not receiving. Completely dissatisfied with Wow. When did they ship the modem? When will I receive it? Do I get reimbursed for the month without it?
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/28/2022

  I spoke with this customer several times and we also scheduled an appointment to deliver the modem to him by hand. We have also applied a credit to the account which will be seen on the following billing statement. 

• Initial Complaint

  Date:09/02/2022

  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.

  WOW had a cable running across the sidewalk and street in front of my house at ********************** for months. This was frustrating enough that it was there for months.Several men finally came out this week and buried it in my front yard in the city utility easement. They buried it using shovels and not a trencher. Since they used shovels, they dug up a larger area than they would have with a trencher. They did not do anything with the area that was dug up as far as putting grass back in place or even sweeping off the sidewalk. There are rocks that were buried in the dirt that are now on top of the lawn and the sidewalk. When this area is mowed, the lawn mower could throw the rocks around.I'll repeat that since they dug up the yard with shovels and not a trencher there are good sized areas that used to be grass that is now just dirt. My front yard is ******* grass and I would like for Wow to place ******* grass sod in the areas that they dug up. I am only requesting this ******* sod to be placed in the areas that they dug up. Although this work was done in the city utility easement it is still my yard and I am responsible for maintaining it. The rest of my front yard is ******* grass and I am requesting that ******* sod be placed in the areas that they dug up in the front yard at **********************. I would also appreciate it if they would sweep off the sidewalk and pick up any rocks from the digging that was done. I am including a photo of the mess they made. The photo will be uploaded as a "supporting document."

  

  Business Response

  Date: 09/09/2022

  I have left messages for the customer and at this time I have not had a response. I have forwarded the information to our local team.

  Customer Answer

  Date: 09/09/2022

  I am sorry that I have been unable to call back. I finally got the messages and she asked if I had heard from someone else. I have not heard from anyone else. I would really appreciate it if WOW would just go ahead and install the ******* sod over the areas they dug up in my front yard. What I am asking for should be common practice for WOW anyway since they are supposed to and are required to return the yard into at least as good of condition as it was prior to their work. 

  

  Business Response

  Date: 09/22/2022

  Our team will be out by Monday to lay down the new grass.

  Customer Answer

  Date: 09/28/2022

  I waited to accept this response because the WOW contractor doing the sod had to wait a couple days until the supplier had sod in. The sod was installed today, Wednesday September 28, 2022. 

  They did a great job. I let him know that I would be keeping it watered. 

  I am very happy with how this was resolved and am so glad I can be able to tell the BBB that this has been fully resolved. 

• Initial Complaint

  Date:08/31/2022

  Type:Order 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.

  August 30 2022 they harassed me from 9 in the morning until 4 in the afternoon. They insisted without notice that they come on my property. We had to cancel a trunk party because of them constantly calling the police saying they needed to get on my property with no notice no identification or anything. I am reporting them to the news stations.

  

  Business Response

  Date: 09/01/2022

  Unfortunately, we are no longer able to support accounts in ******** since they have been transitioned to Astound. Going forward, please forward all ******** complaints tp Astound internet and cable company.

• Initial Complaint

  Date:08/30/2022

  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.

  You all mistakenly charged me a technician repair fee because your drop had to be fixed. It is not my task to maintain the drop, or repair it, so I should not be charged when your poor infrastructure and maintenance renders my internet connection unusable.If that is one of my duties, as your customer, please let me know where your head-end is located. I would like to drop by to insure all is functioning well there since apparently I moonlight as one of your techs.When I brought this up with your customer support I was told the tech fee would be applied as a credit to my account, and that it had been applied by mistake.I have bills I need to pay this month. The incompetence of your billing department will have an immediate, detrimental effect on my budgeting. I will incur late fees from other businesses as a result of your theft / incompetence. How are you going to fix this? Note: returning the money you stole from me, in the form of an account credit, is not fixing this.Lastly, I spoke with a gentleman named ****** through your live chat. He continued to repeat the same line, how the credit would be applied to my account and ignoring my explanation that that would not suffice for undoing the damage your bumbling ineptitude caused. I don't know if that's because ****** is a bot, or you have draconian control over the responses your employees provide and insist they stick to a very specific script. If it's the former, buy better bots. If it's the latter, be a better employer; that is no way to treat your people.

  

  Business Response

  Date: 09/07/2022

  I have spoken with the customer and made him aware the adjustment for the technician has already been given. I have reached back out to him, but his voicemail is full. 

• Initial Complaint

  Date:08/26/2022

  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 terminated my ******************** in the last week of June, 2022, and moved 5 hours away to the north part of *******. When I canceled my service, I was told to take my equipment, a modem, and two Wi-Fi extender devices to the ******* ******* office and place it in the drop box. When I arrived the drop box was so full, that you couldnt get anything else in it. I placed the equipment best I could in the drop box and left it as instructed. I shortly thereafter, got a letter saying that if I didnt return the equipment, they would charge me, but if I did return it to disregard the notice. I disregarded the notice because I did return the equipment. On 08/25/2022 I was charged $260 for not returning equipment. When I contacted the company, that said they never received it. I fail to see how the lack of them doing their job is my issue. I would like a $260 refund IMMEDIATELY. Just because someone isnt doing their job does not mean I should have to pay $260.

  

  Business Response

  Date: 08/31/2022

  I called the customer on 8/30/2022 to make sure that the email was correct on and informed the customer that the email will be sent with instructions on how to retrieve thier refund.

• Initial Complaint

  Date:08/23/2022

  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.

  Wow claim I failed to return cable equipment and I owe them $376.82. I terminated my service with wow in Dec 2021. I returned the cable box shortly after ( not sure of the exact date. I was instructed to take the equipment to ************************************************************. Place the equipment in the drop box. I did exactly as I was instructed. There was no one there to provide receipt of equipment. WOW does not proved nor allow the customer with any means to prove WOW wrong. The process currently utilized by WOW is always in WOWs favor. That is not fair or right to the customer. I would like your help in disputing the claim. WOW has sent my account to collections.

  

  Business Response

  Date: 09/01/2022

  I have spoken to the customer and came to a mutual agreement.