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-Wide Open West

  3371 Skyway Dr Ste 130 Auburn, AL 36830-6484

  
• 

  WOW-Wide Open West

  6050 Knology Way Columbus, GA 31909-4962

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

• 

  WOW! Internet- Cable- Phone

  10115 Sherrill Blvd Knoxville, TN 37932-3389

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:01/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Wow internet for about a year at my then address in **************** michcigan. At that time my contract with **** was completed and I moved out. I cancelled my water, gas, electric, paid them all off and called WoW internet to cancel and paid off that service too. My service should have been cancelled on sept 17 2024 and all the qeuipment was dropped off at one of their drop boxes on that date but wow, unnkown to me till recently did not cancell my service on that date at all as I had demanded and have continued to bill me every month. I have called them multiple times to demand they stop charging and refund me but the have refused to do so. I do not wish to take them to court but it is getting closre to them leaving me no choice. I will not be SCAMMED by a corporation that enters into this kind of business practices.I am a consultant sofrtware engineer, currently working in **************, ******* is in ******* and that is 10 hours drive from here. I would need to drive that 10 hours, cancel my debit card, get a new one and drive 10 hours back losing more than $50 an hour for the entire trip. This is not acceptable. Ill pay a lawyer 10 times that if I have to I seek a cancellation of this service back dated to september 17th 2024 and a *FULL* refund of the fraudulently charged bills.

  

  Business Response

  Date: 01/23/2025

  We have closed out and the account and provided a refund for the four months that were billed. I have contacted the former customer and informed him of the process to get the funds back. 

  Customer Answer

  Date: 01/23/2025

   
  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:01/17/2025

  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.

  Date of Transaction: Dec 19, 2024 This is a *************** Wow " They have charged my account for $229 for *** tickets which I did not ordered and did not received tickets. I am not *** fan. I pay direct payment thru *********** back **** card. *********** gave me credit for $229 but the Wow company is billing me $229 and said that I need to pay by Jan 29th 2025 or they will discontinue my cable. I have talk to many mangers ( all three shifts ) and they are not willing to give me credit.I do need your help Thank you ****** ********** ************ **********************

  

  Business Response

  Date: 01/24/2025

  I spoke with the customer about his concerns regarding the charges for the *** Sunday Ticket that were billed to his account. I informed him that we have waived the charge as a one-time courtesy. Additionally, I advised that he should check the settings on his account to ensure that the quick purchase option is disabled. 
  

  Customer Answer

  Date: 01/24/2025

   
  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.

  This morning Wow company called and told me that they have waived the amount $229

  Thank you so much for your great help
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:01/16/2025

  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.

  On 1/16/2025 at around 1:30 PM EST, a WOWWAY technician came to my residence to troubleshoot why my condo unit wasn't receiving a signal from WOWWAY. Unfortunately, he insisted on going up in the "attic" (images attached) although I tried explaining to him that I never had an issue when switching back and forth between WOWWAY and Xfinity. Long story short, the technician damaged the sheetrock as indicated in the attached images. Unfortunately, he did not inform me of such, and I only realized how badly he messed it up after he left.I have already called WOWWAY in hopes that they can resolve my issue. Supposedly, they will have a supervisor contact me within the next 24 hours. With that said, I want to open a complaint with the BBB to both immediately document my complaint (unfortunately WOWWAY is very unhelpful in regards to submitting written complaints) as well as something to fall back on in case it is needed.The address I shared as part of submitting the complaint is the address where service was received. As for a resolution, I simply want them to send a competent contractor to replace the sheetrock (with paint).

  

  Business Response

  Date: 01/23/2025

  This complaint has been turned over to our local leadership team that is in the area, and they are going to work with the customer to ensure that this is resolved. 

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  A local team member has adequately addressed my issue. I have no further issues. Thank you.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/13/2025

  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.

  Last bill I received from WOW **************** was $31.. I had **************** for about a week after service was restored after Helena ********** I called multiple times and chat on the messages as they continue to say they would send a technician. The technician finally came and said it was something with the box out side and someone would come in 1-2 days. I continued to call and chat and I remained without ****************s. Today I get a bill I call the company and they tell me with all the calls I never cancelled my service so they will prorate my bill .. I explained to the account specialist who never gave his name that I had no service from them since October so why is my bill 376 and the last bill I received was $31. He told me he would adjust it and now I have to pay $194.15 because I didn't cancel. I have Xfinity and I've had it for months. I don't think I should have to pay for their poor customer service and the representative with such a nasty attitude about my bill. I'm single mom I need ******** for a job and I went with someone who could provide services. My bill is fabricated because I don't have the box connected and it's detailed as to what I have used and that's untrue. I have not had wow **************** since the end of October.... It was restored one week in October and went out again. The customer service guy that adjusted the bill needs to listen and stop and think about the way he talk to customers about the companies lack of service.. his lack of professionalism and to laugh when I tell about him being rude and trying to over talk me like he reading from a script is very rude and unprofessional. They are able to see what you used when it's connected and they know I had no service for months and just because they are a big company they don't have a right to steal from the consumers and I feel like Im being robbed. I just want to pay my $31. O deserved to be charged if I used it charge me but I didn't use the service$194.15 is not correct

  

  Business Response

  Date: 01/16/2025

  I tried contacting the former customer via telephone to discuss this complaint. We can definitely help with the balance and back dating the charges. We are aware the hurricane impacted the area tremendously and everyone was just doing what they had to do at the time to get by. We would need to get the modem back from the former customer to avoid unreturned equipment charges for the modem. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22803628
  
  I am rejecting this response because:There is no clear resolution. You are taking about equipment return . I will return the equipment on Monday iam not off from my job to take to a facility to get a tracking number. My last bill was for $31 and that's what I want to pay. The bill that was sent give all these details about what I have used as far as streaming and other **************** that was fabricated. I had NO services to be streaming. The bill was a lie. It is not unfair to customers to be charged the services that were no way used. I tried to explain this to the representative and he obviously thought my concerns were funny. I will mail the box on January ******* and the once you get box I would like my final bill that should reflect $31. I
  
  Sincerely,
  
  Noleona *******

  

  Business Response

  Date: 01/27/2025

  As we previously stated we can assist with back dating the charges once we receive the equipment. "We can definitely help with the balance and back dating the charges. We are aware the hurricane impacted the area tremendously and everyone was just doing what they had to do at the time to get by." Once the equipment is returned and scanned in all unreturned equipment charges will be removed and the balance can be updated to reflect the $31. 

• Initial Complaint

  Date:01/06/2025

  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.

  About a month ago, I started having email technical issues on multiple computers with different *********** email accounts. Using the information that is provided by WOW!, there are synchronization and server connection issues where can NOT access email on computer. Phone calls to their Tier 1 support are for simple problems and there is NO contact with their IT department or Tier 2/3 email Technical Support.I have constantly been asking for their Tier 2/3 email Technical Support to reach out to me to troubleshoot and solve but have NOT received a response.I am requesting:1. Direct contact with WOW!'s Tier 2/3 email Technical Support and IT department 2. Immediate issue resolution as this is impacting all our email communications through WOW - **** p.s. For what it is worth, I have been a loyal Knology/WOW! customer for over 30 years.

  

  Business Response

  Date: 01/14/2025

  At this time, we have verified and made any necessary changes to the email on our end of the situation. We believe the issues have been resolved. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22773097
  
  I am rejecting this response because I am requesting details of what caused the issue and am requesting a credit or free service upgrade given:

  1. the great inconvenience WOW's issue caused including the lost email services and functionality that our account has experienced over the past 30 days

  2. The number of hours on the phone with WOW's Tier 1 Tech support having to explain and re-explain issues due to poor documentation on tech support's side

  3. Attempted troubleshooting of the issue as directed by WOW (including their providing incorrect IMAP settings for my email client)

  4. and after the many requests for contact by the escalated (e.g., Tier 2) email/network support from WOW and have yet to receive a direct response.

  In addition, I would like an explanation of what caused the root issue and what were the specific "necessary changes" that according to the statement from the WOW service provider where they claim to "have verified and made any necessary changes to the email on our end of the situation."

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

  

  Business Response

  Date: 01/24/2025

  We contacted the customer and went over the server settings for the WOW! email on the third-party mail client. At this time, we have referred the customer to ********* for assistance with outlook. The customer can still use our website to send and receive email on our webmail platform it is the third-party client that is not working properly. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22773097
  
  I am rejecting this response because:

  I can't believe that it has taken over a month of having this issue just to say that 'your email settings are correct and there is nothing else that we can do. Please use web mail.'

  My email client is Outlook (Desktop App) and has multiple email accounts without any synchronization issues with other email subscribed folders or any issues connecting to the **** server. All troubleshooting and error messages I am receiving point to the **** I have NOT received ANY TECHNICAL TROUPLESHOOTING support from WOW. All that they have done is check that my email settings (which I stated during my first contact have NOT changed since starting the service). When I spoke with the person in the executive office who answered the BBB complaint, he concurred that checking the setting I sent are correct was all they did (or could do).

  I am kindly requesting a Tier 2 (?) or escalated email support POC (name, direct phone #, and direct email) to interact with myself and ********* with a resolution rather saying switch to webmail.

  Thank you again for your help in this matter.

   

  

  Business Response

  Date: 01/28/2025

  We have reviewed this complaint and also called and worked directly with the customer on this issue. We provide email through webmail. When our customers take their email addresses and add it into 3rd party email clients, we are very limited as to what we can offer if issues arise. In this case, this is a ********* platform and again all we can do is verify the server settings for the WOW! email address. We have assisted this customer as much as we're able for this problem. 

  Customer Answer

  Date: 02/12/2025

  I am VERY DISAPPOINTED with the WOW! **************** and lack of true email Technical Support from WOW!.  I have been a faithful customer with this company for over 35 years and in the past when there was a technical issue, they helped you troubleshoot any issue until resolution. They have also recently discontinued offering new ISP-based email accounts (and without notification to me) and now I see why. Apparently, not only dont they support their legacy accounts (***********), but also not their main accounts ************************************************************. If this their new customer service, then perhaps it is time to move to a better rated company and internet provider.

   

  - **** Z

  Customer since 1990

• Initial Complaint

  Date:01/04/2025

  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.

  Our business (Pinellas Family Lawyer, PLLC, address: ********************************) signed up for WOW internet with an in-person salesperson who promised there would be no termination fee if we moved somewhere WOW did not have service.2 years later we outgrew our office and moved to a new office. When I contacted WOW by phone to move our service they informed me they did not have service at the new office but could get internet there in 90 days. I told them we could not wait 90 days for internet at which point theybtold me they understood and would cancel our service with no termination fees. The woman, *********, told me to email a copy of the new lease for proof, which I did. She stated she wpuld follow up to confirm, but never did.WOW has now charged a termination fee of over $600 and still continues to bill for service in addition to the termination fee despite the fact that we have not been at that location for several months.After trying to resolve the issue with WOW and being escalated to different departments, I informed them the termination fee was incorrect and fraudulent and that we would not pay the over $600 fee and that they did not have authorization to withdraw anything from our bank account. ********************** proceeded to steal over $700 from our account.I disputed the fraudulent charge with our bank who reversed the charge. WOW then added additional fees for recovering the stolen money. Now they have sent an additional bills for monthly charges, termination fee, and additional fees. All these fees are fraudulent but WOW refuses to fix the issue.

  

  Business Response

  Date: 01/07/2025

  This was escalated to our business team, who reached out to the customer and informed them that we are unable to waive the early termination fee due to the terms of the contract.
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22767122
  
  I am rejecting this response because: WOW's refusal to fix the issue they caused is the whole reason for the complaint. Restating the problem is not an adequate response.

  WOW states that they refused to fix the billing issue because of contract terms, however the * was fraudulently induced. The salesperson represented that no such fee would be charged in order to get our company to sign the initial *. Then, when our company tried to transfer our service, the WOW representative (*********, I believe) said there would be no fee for cancellation due to our company being unable to wait 2 months for internet service and had me send a copy of our lease agreement by email to WOW as proof. That proof was provided and then a termination fee charged anyways.

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

  

  Business Response

  Date: 01/21/2025

  This issue has been escalated to our Business team for further review. We will follow up with the customer. 
  

• Initial Complaint

  Date:12/27/2024

  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 am hoping you all can help me with a huge issue I am having with WOW. After Hurricane ****** came through, at the end of October, WOW put a wire through my backyard to help give 4 customers internet as the box that is in my backyard wasn't working and this was supposed to be for two weeks as a fix until they fixed the box that wasn't working. Now, 2 months later I can't get any help from WOW to get it removed.I am not a WOW member and this huge Wire running through my backyard is a huge liability. I had my kid's friend almost crack his head open after falling over the wire and My dog almost got hurt by the wire as well. My kid and her friends and my dogs can't play in my backyard because of it.I had someone come out in November and they did nothing and again had someone come out on the 19th of December and now it is with some other group that is doing nothing here. I have called about this numerous times but no one seems to care at ****** this point I may have to get a lawyer involved as this is a huge liability and the lack of effort to fix this is unreal. I am extremely upset and calling WOW customer service is making it worse. How this is ok to do to someone that doesn't even have the service blows my mind.I am praying you guys can help get this resolved so my dogs and my child can play in the backyard without getting hurt. I don't want to have to take this to a lawyer and go after WOW but it is like not having freedom and I don't want to just yank out the wire as 4 of my neighbors will suffer.I am beyond upset and this is my last chance to get this resolved before I get my lawyer involved as this liability has become a major problem. If my kids friend had busted his head open because of the wire, I am not sure what would have happened.

  

  Business Response

  Date: 01/03/2025

  We have escalated the customer's concerns regarding the temporary line to our local advocates. They have reached out and advised that we are working on getting this taken care of as quickly as possible. We are currently waiting for the line locates to be completed, allowing us to proceed with installing the permanent hard line.
  

  Customer Answer

  Date: 01/03/2025

   
  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,
  
  ***** ******

  Customer Answer

  Date: 01/20/2025

  I have a wire in back yard that has been there for over 3 months and it's a major safety hazard. I thought it would be removed by now but it looks like I am still getting the runaround from WOW. I don't even have WOW service. This wire running through my backyard has been there since October and I have been told they are gonna remove it but it is still there. My Childs friend tripped over it and almost cracked her head open and my dogs have been caught up in the Wire as well. I don't even let the dogs in the back yard because of it. This is an invasion of my personal property and it seems as if they do not care at all. I haven't removed the wire because it will affect 4 of my neighbors who have WOW. I am pretty close to getting my lawyer involved.

  Desired Resolution:

  Finish the Job

  
  

  

  Business Response

  Date: 01/27/2025

  Our local advocates spoke with the concerned party on January 10 and assured them that we would address the issue within two weeks. We sent someone out on January 24 to resolve this.
  

  Customer Answer

  Date: 01/27/2025

   
  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. It was completed finally on January 24th.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/19/2024

  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.

  During the hurricane I was without internet for over a month . I made a payment to the company for 117 dollars even though there was no service the company agreed to reimburse me back the money when there service resumed. When the service resumed they reimbursed me less that what I had paid . I called and the representative explained what happened and spoke with his supervisor or manager and agreed to refund me the first refund of 30 dollars plus 64 dollars as credit for no service and also cancelled my service with the comapny . I never received the money. I called the about it to find out why I did not receive the refund that they agreed on an was told because of a close date they were unable to give me back the money and there back office denied it . The representative said that the manager could not do anything about the refund but would transfer me upon transfer no one answered the called disconnected and no one had reached out since. I would like for the company to refund me what they promised.

  

  Business Response

  Date: 12/27/2024

  We are currently investigating the account and will reach out to the customer regarding their concerns about the additional refund. 
  

  Customer Answer

  Date: 01/03/2025

  Helllo ******** I would like to reopen the case I never heard form the business after they told the bbb they would  contact me I would like to reopen the case because my issue was not resolved with the business. 

  Customer Answer

  Date: 01/12/2025

  The business has sent me a email from there refund department saying that they have refunded me the money and that I will receive a card in mail with the amount they previously promised. 

• Initial Complaint

  Date:12/13/2024

  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 returned all of my cable supplies in 2 boxes as instructed by the company. The drop off center is remote and it has to be left in a box. They never billed me or reached out to me. Today I got a letter from a collection agency stating part of my equipment was not retuned. When I called WOW they transferred me overseas and they would not let me speak to a supervisor. They said I have to prove I returned it. How can I do this? I had to pay $130 to the credit collector to save my credit score. This is a scam they have pulled on many people. This is extortion and it is illegal. I want my money back and the charge removed from the credit bureau.

  

  Business Response

  Date: 12/19/2024

  I am working with the customer and waiting on a return call on Monday.

• Initial Complaint

  Date:12/12/2024

  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.

  In May of 2024 I upgraded my internet from the 300 plan for $40.00 to the 1200 plan for $84.00 but they WOW change the price to $105.00. Since I upgraded my internet service my billing statement has been incorrect, so I decided to get the $50.00 plan because of all the extra charges I keep having added to my account. I have submitted documents/billing statements to show what my issue is with billing statement. Now this month they are trying to charge me $127.00 when my plan is only $50.00 plan.

  

  Business Response

  Date: 12/18/2024

  On May 15 2024 the customer called ********************** for help with upgrading her online service from 300 mbps to 1200 mbps the customer was advised that she was upgrading mid-billing cycle and there would be proration. The 1200 mbps internet service was 105 but because of when she was upgrading it would be 84 for the remaining time that she would get $32 credit back from the 300 mbps the customer also acknowledged that she had a bill for $44 that had not yet been paid. From that point the customer bill was never paid in full only partial payments were made at which point the customers account has gone into non-pay status several times where we have waived some of the fees as a courtesy and have made payment arrangements but the account has not been paid in full. At this point, the billing is correct and has been explained to the customer. All interactions have been recorded and there is nothing more we can do for this customer. The customer has stated that she will be leaving wow service.