Good internet service, intentionally terrible customer service…read more While I was happy enough with our internet connection, WOW's service repeatedly attempted to nickel-and-dime us and make it difficult and time consuming to cancel. If you're planning to order this service, my advice to you is to assume nothing and ALWAYS GET YOUR CASE NUMBER. 1. Starting from our initial order which was based on an advertised deal, WOW attempted to charge us more for our service by simply opting us into renting a modem that we did not need, without letting us know. It was on us to note that the rate offered on the phone was different than the advertised special. 2. We signed up for Auto-pay. Once you've signed up for it, there is not a way on the website to cancel it. They can keep withdrawing payment at will. (This came back to haunt us.) 3. You can not cancel WOW services through their website. You must call them, go through several tiers of automated system to get to a live person. 4. WOW's customer service people ARE UNABLE to send you email confirmations. They have no emails, and there is no allowance in their system to even send the most perfunctory acknowledgement email and case ticket to you. 5. The records keeping on their side is pretty bad, as I'll describe in a minute, and they leave all follow-up actions in the hands of the consumer. 6. Apparently the fee structure can change without justification or even notifying the consumer. Here's how our misadventures played out: After moving to a new state, we called to get our services cancelled. WOW's live customer service rep updated our billing address and promised a disconnect by midnight. I got no confirmation email to that effect because their customer service can't send emails. However, we did receive paper billing statements addressed to our new house, and money kept being withdrawn from my account long after our services should have ended. Incidentally, the cost of the services increased by $10/mo during this period, with no explanation whatsoever. I called WOW to remedy this. The customer service rep told me that they had no record of me ever calling them, and also, no record of my new address (despite the mounting pile of paper statements that were being sent to me). She promised to disconnect my services that day. She couldn't resolve the billing herself, so she forwarded me to the billing department. The billing rep also couldn't verify anything about my account or call history, and he wouldn't resolve anything until it could be proved that I'd called. After I jumped through a number of hoops, verifications, and holds, I was told that a supervisor would try to track my phone number in the system to see if I had indeed called in the past. I was told to call WOW back in 24 hours to see what the results of this search were. So, once again, after a very long and inconvenient phone call, the onus for following up was on me. At this point I was pretty irate, and asked to speak to the supervisor who was handling this search. I was put on hold again for a long time. Finally, the rep returned and announced that they'd decided to conduct the search now, and they'd found a record of my call that verified all parts of my story. I'd get a refund check in the mail; and no, I could not have an email to confirm that my account had been cancelled, my bill had been cancelled, nor even some indication that we'd spoken today. The call lasted an hour. I have a piece of paper with the case number and the billing rep's employee number. Guess I'll have to watch to see if that check ever arrives in the mail. Decent internet, but WOW's customer service is practically designed to cost you extra in either money or time/effort/frustration. Caveat emptor.

just exiting out of the Marine Corps after ten years I dealt with slow WifI in the Middle East and…read morewasn't able to get messages out in a timely manner.... but the commander ensured our messages were put through. this internet I just paid for is a joke. I got better connection to talk to my family across the globe in Syria than trying with this company. WOW... you let this Marine down.

WOW is awful!!!!! I have called for months due to not having my service half the time. Then they…read moresent an employee out her to set up a new router. He didn't set it up correctly it says my internet is not secure I have called and texted him two times and asked him to come back. I paid my bill of which was ridiculousLu high since it wasn't fixed but they still haven't fixed it. I'm going to switch services!

WOW is terrible. Their customer support is off shore and barely speak english. Cancelled the…read moreaccount in Nov 2024 and sent back equipment. Come Dec 2024 I get another bill for service in Dec. Calling support is like a crap shoot. They want a PIN that matches nothing I have ever setup, then last payment amount and date.. They make it so hard to do anything that even if I leave spectrum again I will NOT be going with WOW ever again.

People were rude and seemed like they were unwilling to help. My friend made a phone payment and…read moreasked the store to provide a receipt for that and they acted like that was such an inconvenience and then acted like they wouldn't be able to do that for her. I mean, I don't work in a T-Mobile, but it seems pretty ridiculous that they wouldn't have her payment in their system and be able to provide her with something to help her out. Then to have an attitude on top of that? Come on, your in a customer service job. If you dont like helping people its time to do something else.

Why is there no -10 starts. By far the WORST place for T-Mobile help. If a new user has this store…read moreas the first place to visit will curse T-mobile and leave the service as early as possible. They fraud people for the payment and offer racist remarks, have reported about them. They will offer you service if they feel doing so, or if you are a very close friend. Don't understand why they are still open!!. Hope T-Mobile gets to know about this and get them sued or arrested.