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!

  70B Sewell Rd Newnan, GA 30263-2638

• 

  WOW!

  310 S Houston St Athens, AL 35611-2524

  
• 

  WOW-Wide Open West

  1241 Og Skinner Dr West Point, GA 31833-1789

  
• 

  WideOpenWest Finance, LLC

  CHICAGO, IL 60643

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:08/09/2022

  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.

  My phone services stopped working either on the 4th in the evening or early on the 5th of August. A call into customer support did not resolve the issue and a tech was scheduled to come on the morning of the 10th of August. My phone is now working but I was not given any reason by the company when I called on the 9th as to a reason why my phone was out of service for 4-5 days. They said there were no outages or work done in the area.I want a credit for my services being restricted by the company for 4 days since if there was no work done, there were no outages it means they simply turned my phone off!

  

  Business Response

  Date: 08/09/2022

  The customers telephone was out due to a technical issue. This can occur and at times will require a technician because the telephone system is a VOIP system. In this case the customers issues resolved before the technician was to arrive. The pro-rated credit for the telephone service for the amount of days referenced was around $9.30. We have provided a one time credit for $20 towards the account. 

  Customer Answer

  Date: 08/10/2022

   
  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:08/08/2022

  Type:Order 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 failed to send me a box so that I can return internet equipment. As a result, they have sent me a **** of $235 for the unreturned internet equipment. I began contacting WOW! at the end of June 2022 to send a box to my new apartment so that I could return the equipment. It is now 08/08/22 and I still do not have a return box. I have spoken with multiple WOW! service agents who said they all sent a box and yet no box has been delivered. I am not in the service area anymore and cannot deliver this equipment back in person. I don't want this internet equipment and I don't want to be charged for this equipment. I need an address and/or a return box from them to send it back to them.

  

  Business Response

  Date: 08/17/2022

  I spoke with the customer regarding her concerns about not receiving a shipping box to return her equipment. This has been escalated to have this shipped out to the requested address. I will follow up with the customer to ensure it is received. 

  Customer Answer

  Date: 08/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will be awaiting delivery of the box to return the equipment. Until then, the complaint has not been satisfied and the complaint is not resolved.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/05/2022

  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.

  For the past month, I have been a customer of "WOWWAY" (the *** operated by ********************** LLC) on their 1.2 gigabit-per-second (downstream) internet plan. After installation, speed testing using the ***** speed test tool (incl. the dedicated server maintained by WOWWAY itself) revealed that I was receiving only about 33% of the downstream speed I was paying for. The measured downstream speed from a direct connection to the modem never exceeded 75% of the rated speed under the most optimal conditions (measured 901mbps), with typical performance falling between 27.8% (334mbps) and 45.8% (550mbps) depending on time of day. After 3 onsite service calls, two of which reported No Trouble Found, a WOWWAY technician confided in me that WOW hardware is not actually capable of providing speeds exceeding ~500mbps in my area. Consequently, that they advertise speeds in excess of 500mbps in my service area is false advertising and WOWWAY has been billing me for 1.2gbps service under false pretenses while unable to actually provide said service. WOWWAY's own metric for acceptable performance is not less than 80% of the rated speed. On all three service calls, the techs admitted that the performance I was receiving was not within the company's own internal standards.

  

  Business Response

  Date: 08/09/2022

  At this time, the customer has disconnected their account. This area is able to get the speeds advertised and if an issue is present we will work with our local technicians and leadership team to ensure the issues are corrected. 

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17676144
  
  I am rejecting this response because: That my service has been disconnected at my request as a result of WOWWAY's inability to provide the advertised speeds is not a valid resolution. I requested disconnection of my internet service from WOWWAY on 8/5 precisely because I had no less than THREE onsite service calls from WOWWAY technicians in the month I had their service and none of them were able to identify any issue which would result in the consistent failure of my WOWWAY internet service to provide the advertised connection speeds. The only issue ever identified was a small amount of water infiltration on one line filter at the outside service panel, which was addressed without any impact to the substandard connection speed. I had an independent technician brought in at my own expense to verify that the wiring inside the house was not an issue, and the tech I hired confirmed ******'s previous findings of "No trouble found" in the house wiring or service entrance.
  
  In point of fact, it was some of WOWWAY's own service technicians who confided in me that the reason my connection did not achieve the advertised speeds (even considering WOWWAY's +/- 20% margin of acceptability) was because WOWWAY was simply not capable of providing the speeds advertised in its higher tier service packages. They advised me to either downgrade to the 500mbps package, the fastest speed they indicated WOWWAY could actually deliver in my area or to switch to a different ISP.
  After several more weeks of testing to verify that WOWWAY was not, in fact, capable of delivering the promised speeds at any time of day in my area using WOWWAY's own OOKLA Speedtest server, I switched to *************************** Using the exact same equipment - the same modem, the same router, and the same wiring both into the house and between devices - I am consistently measuring 900mbps+ on a 1gbps plan from Spectrum.
  In conclusion, I reject WOWWAY's assertion that further service calls would have achieved anything because the defect is verifiably not in my premises and ask that that refund my money forthwith or face litigation.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/16/2022

  I have talked with the local leadership team and verified that the area is able to get the advertised speeds. However, we have applied a $20 credit for each month of service that covers the difference between 500Mbps and 1000Mbps. The former customer will receive an email with details about how to claim this $40. 

• Initial Complaint

  Date:08/03/2022

  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.

  We started having momentary cable TV dropouts of both picture and sound and based on this happening about three years ago I knew the problem was at the street where my cable connects. I also knew if they determine the problem is inside my house then I have to pay a fee for the visit. When I reported this I told them I did not want the tech to come to my house but first check the connection on the street. The tech came to my door anyway and I would not let him in. I meet him on the street and a test determined the problem was with WOW's equipment and not in my house. I get an email charging me $64 for a tech visit. I called and complained and the rep said he removed the charge. I asked why I was charged if it was their equipment and he said anytime anyone calls with a problem and a tech is sent out then the caller is charged. This is ridiculous and must be corrected. WOW is engaging in unfair practices and just hope the customer ***** it up and pays. The rep also tried to enroll me in a $5/month service guarantee like their $200/month charge I now pay them is not enough. If this happens again I will switch to Mediacom.

  

  Business Response

  Date: 08/05/2022

  We have removed the truck roll from the account. At WOW! we do not charge for all truck visits. We do however charge for any visits where the issue is determined to be inside the customers home with their equipment or interior wiring. In this case the issue was not caused by the customers equipment so the charge was removed. 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17667433
  
  I am rejecting this response because:I want to know why the charge was put on my account before they determined where the problem was. I knew from the dropouts we were experiencing were identical to ones a few years ago and I specifically requested the box on the street to be tested and not send a tech to my house as I had been charged once before when a tech came to my house and it was Wow equipment at fault. I had to pay the charge and get a refund on the next months ****. The tech came to my door and wanted to check and I refused and went to the street box with him. He ran a test and said he got the errors I had recorded from page 5 of my DVR. It had hundreds of uncorrected blocks over 5 minutes. He said he got the same errors at the street so I assumed there would be no charge. Later that day I get an email with the charge and had to call to get it removed. This should never happen until it is determined the customer is at fault. When I called to get it removed *** told me it was routine to put the charge on anytime there was a tech visit.

  I want Wow to instruct their reps not to put a visit charge on the **** UNLESS it is determined it is the customers fault. As I'm writing this the ** and internet service keeps getting disconnected so the problem has still not been corrected.

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

  

  Business Response

  Date: 08/12/2022

  The charge is not added to the account before the technician assesses the situation. In this case, the customer was charged a truck roll fee in error and as previously stated it has been removed from the account. 

  Customer Answer

  Date: 08/17/2022

   
  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. However they state it was an error but on another occasion about a year previous I was charged $50 when a digital adapter went bad and the tech replaced it. Tech could not get the adapter to work so it was definitely defective. I had to call to get that bogus charge removed so it is strange this has happened to me twice in a short time frame. Wow needs to train whomever makes these charges to be sure it is the customer's fault.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/30/2022

  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.

  This is an ongoing issue with service. I have to restart my modem 3-5 times a day, everyday. Wow sent me a new modem, but to my surprise (not really) when trying to install the new modem, I was told the *** address of the modem THEY sent me was not in their inventory. This sums up their professionalism. So now I am stuck paying for substandard service because they are the only option in the area. Attached is a log of times and dates of lost service, 59 times since June 1st.

  

  Business Response

  Date: 08/05/2022

  We had technicians out on 08/04 but the customer was still having issues on 08/05 so this has been escalated to the field leadership team in the customers area for further assistance. 

• Initial Complaint

  Date:07/29/2022

  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.

  I called WOW cable/internet as soon as I knew I was leaving town-they told me they issued a return box that would take 5-7 days to reach me. It never came until I moved away-22 days later the box came to my old address. I called them-reordered another box to my new home addresss and that has never come. Then they charged my credit card for non-returned equipment. I've called the company 5 times-call centers are out of county. They don't let you mail it back in your own box. I asked for an address and said I would pay to send it back. They don't allow that. WHY? Rip off! They insist I have to drop it off 5 hours away - I can't drive back to Detroit. I called the sales rep for our building to his personal cell phone asking for help -I was the propety manager at the propety I lived in. He allowed me to ship to his home-he took it to the office for me and gave me confirmation of return of equipment. Then they won't credit the credit card they took my money from. They said they issued a refund charge card BUT they said they mailed it twice to the old apartment. Again- WHY? I have given them change of address 5 times. I can't get this company to refund my money to me in the correct location - it should go back on the card that they took it from. Even the sales agent says that the company isn't functioning correctly as they moved call centers out of Michigan and they closed offices. This should be illegal! Anyone doing business with WOW should be warned that service is terrible.

  

  Business Response

  Date: 08/01/2022

  The information provide does not assist us with locating an account. The telephone number provided in this complaint is not a working number. We need more information from the former customer to assist with this concern. 

  Customer Answer

  Date: 08/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My phone number is a working number a I use this phone for work and personal life. I have called then 5 times and updated my current, correct address. They take money from my credit card but don’t credit it back - they give me a refund credit card but I can’t get cash from it to pay back the credit card they charged it to. How am I supposed to pay off the credit card they charged? This entire thing is their fault! They should allow customer to use the US mail to ship back equipment. I was willing to pay for the shipping but they refused to give me an address. This is a terrible company! 
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/27/2022

  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 cancelled my service with this company, paid my **** in full (even for the month unused) and I returned their equipment. Two months later I get the same **** I just paid, telling me I owe them. I finally call, they acknowledge they received their equipment, (which was returned to them before I received my ****). They claim that I didn't CALL to cancel their service, which I did, because that is how I got the instructions on where to return the equipment. Now, they claim I owe them for service AFTER their equipment was returned. I tried to explain to them that I don't have their service and I'd actually need the device to use their service (which was returned months ago) I am still receiving bills in the mail, that I do not owe. This may adversely effect my credit, which needs to be stable for my job. This company is trying to strong arm me into paying a debt I do not owe. Please help with a resolution. Thank you in advance.

  

  Business Response

  Date: 08/05/2022

  I have left messages for the customer, the account has been zeroed out.

• Initial Complaint

  Date:07/26/2022

  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.

  I moved from ********** to ******* on July 1st. In early June I informed you guys that I was going to be moving and needed to cancel services. I said I could not drop off and the customer service rep agreed to send an agent to pick it up June 29th (when I was going to move) or June 30th. On June 29th... I was leaving for ******* (my wife was staying an extra day Jun 30th) and on my way I called to see if you guys were still coming that day (strike 1) The agent acted surprised and informed me that would never be possible and shouldn't have been promised. It concluded with me giving him my new address and he agreed to send a box. Weeks passed... and no box. (strike 2) BUT I DID RECEIVE A LETTER (at my new address) from you guys saying I would need to pay $200+ for the equipment because I didn't return it. I've kept the stupid outdated equipment in my office here this entire time waiting for a box. Then I called you guys the other day and they said you guys didn't have my new address (how are you mailing me every day?!). They offered to send a new box but I don't trust these Nicagruan call centers you guys. What if I send the equipment and it gets lost like my service request (to pickup), new address and box. They are incompetent. I got tossed around until I was escalated to a higher manager who said someone in the states would call me... but no one has. (strike 3) I still have the equipment but I have zero trust that this will be resolved by these call centers that have been contracted. I don't want to send the equipment back and it gets lost in the mail or goes to the wrong place. That seems to be the trajectory based on the mistakes they have made so far. I am prepared to fight any collection action taken against me. Especially since my only request is simply to have someone from ***************** handle my case. Even on ******** they refuse.

  

  Business Response

  Date: 08/04/2022

  We have mailed return boxes to the customers new address and they should be arriving in the coming days. 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17624488
  
  I am rejecting this response because: Its been a week and I have still not received box. 
  

  At this point I would like a written letter from the business saying that they will not take any other further collections action (including sending warnings) over this issue. 
  

  I am still happy to send the equipment if the box comes one day (though Im skeptical) but I think given the circumstances the business should stop holding its ground and eliminate my concerns. 

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

  

  Business Response

  Date: 08/15/2022

  The equipment has been returned and removed from the account. At this time, the account has a $0 balance and nothing is owed. 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17624488
  
  I am rejecting this response because:

  I just received another bill from them! Double!!!! I recorded a video of me packing the box and everything.

  I also have a photos of the $491 bill they sent AFTER they wrote in and said this matter was resolved by the BBB. They lied.

  This was exactly my fear! And its documented.
  

  My new resolution is I want them to pay me $491 for harrassment. 

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

  

  Business Response

  Date: 09/12/2022

  The bill referenced in this complaint was generated on August 3, 2022, and the billing date can be viewed at the top right corner of the statement. We received the equipment on August 12, 2022, at that time the charges were removed. There is no balance on this account. 

  Customer Answer

  Date: 09/12/2022

   
  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:07/22/2022

  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.

  I was overcharged by $84.99 in May of 2022. I called the customer service line and after over an hour was told I would receive a refund to my checking account and 2 months of free service for the inconvenience. I received the two free months but still have not received my $84.99, in spite of calling every other week for the last 3 months. Now they are trying to double my monthly rate. Do not do business with this company, they will lie and overcharge you.

  

  Business Response

  Date: 07/29/2022

   I have called this customer on different dates and left voicemails at his time I have not had a response.

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17609523
  
  I am rejecting this response because: I have zero missed calls on my voicemail and every time I call there is no record of anyone having called me on their end.  They have my banking info, all they need to do is process the credit.  There is no need for them to contact me in order to process this refund.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/03/2022

  We would need to speak with you in order to go over your complaint.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17609523
  
  I am rejecting this response because: I have called your company several times, the most recent on 8/8/22.  I was told I would be refunded $194.62 for the unauthorized charges of ***** & ****** when I arrived at your physical location in Madison ************** I took the time to go to this office yesterday, 8/9/22 and there were no workers there and no one to help me.  This is the latest example of one of your workers lying to me on the phone.  I have cancelled my service at this point and only wish to receive my refund.  

  For reference, yesterday I spoke with Employee #W43321, Jader.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/19/2022

  Our local office are not open at this time, you would only be able to return our equipment. Refunds are sent via 3rd party within 4-6 weeks. 

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17609523
  
  I am rejecting this response because: 

  1. I was told I would receive a refund of $84.99 on May 9, 2022 when I spoke with ***** (batch n5003) and that I would receive 2 months free for my June 5 & July 5 payments (I did receive the 2 free months).

  2. When I still had not received the refund I called on May 18, 2022 and spoke first with ********* (n256) and then ****** who gave me the reference # ***** for my refund of $84.99 and told me it was on the way to my bank account.

  3. It is now August 26, 2022.  I have called upwards of 5 times and been given a different answer by someone in your call center every time.  I have mailed back your equipment and cancelled my account.  I am simply asking for the refund of $84.99 promised to me over 3 months ago.  

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

  

  Business Response

  Date: 09/01/2022

   I have reviewed this customer's account they are not due any refunds at this time. The amount that was withdrawn out of her account was incorrect by $15.00 she had a balance from a prior bill that didn't withdraw of $30.00 and the new bill for $39.99. This was the last payment made on her account. The customer had another payment but this was returned and a charge was assessed to her account. 

• Initial Complaint

  Date:07/21/2022

  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.

  We used ************ Internet for our company. We had two major outages one on May 25 and one on 7/7. on May 25th, we were told there was no outage and they would send a tech. My staff had to go work at a panera where we saw another company working because their internet was out. we came to find out we both had WOW and said we'd reach out next time to confirm if it's an outage vs a single issue. on 7/7 WOW said there were no reported outages and they would call a tech to come. I called the other company and they were out, so I advised there was an outage. They told me that it was not an outage and they had to send a tech, because only us two companies called. 4 or so hrs later, no tech, but the internet came back online. I called the supervisor back, and it had a recording that we had an outage in my area. I spoke to the supervisor who told me we didn't have an outage, that was just that there was one "near us". I advised when we were up and running, so was the other business a mile down the road (we supposedly share the same node). She said she still didn't show an outage. I cancelled the tech. I signed up with another company and went to cancel, and I was told they will charge me $800 due to my contract. I called on 7/12 to escalate and ask a supervisor to listen to the calls and understand why I am cancelling. I was told I would get a call back in 24 hrs. It's been a week and two days. I called back, and was told I could open up a new escalation ticket and wait ***** hrs. Or speak to the same person who originally escalated. Clearly they can't support business internet, and I need to be let out of my contract for their incompetence. I took to ******* WOWCARE and nothing. no response. They've left me no choice but to file this report.

  

  Business Response

  Date: 07/29/2022

  Our business team has reached out and left a message for the customer. We are currently awaiting a response.