WOW! Customer Service Issues

The last product I ordered came in a box with three items, but unfortunately, the shampoo I received was as thin as water. This was disappointing as the previous products were excellent. Could you please replace the faulty bottle of shampoo? I'd like to offer a suggestion regarding the larger bottles with flip lids; I've found that they tend to break off after just a couple of uses. Perhaps using pump dispensers for the larger bottles could be a more durable solution. I am a loyal customer who uses your product daily, so I would appreciate hearing about your course of action on this matter. Thank you for your attention to this. Sincerely, Roanna Guice [redacted] Jeter Mountain Road Hendersonville, North Carolina [redacted]

On Saturday, December 21, I contacted customer service to report a lack of dial tone on my phone. I spoke with John and scheduled a technician to visit my home on Tuesday, December 24 between 8 and 11 a.m. Unfortunately, the technician did not arrive. I called again and rescheduled for Wednesday, December 25 between 8 and 9 a.m. I am requesting confirmation for this new appointment to ensure someone will be coming. Wishing you a Merry Christmas!

I have phone, cable, and internet services with WOW! Two weeks ago, our internet connection started dropping frequently. After contacting customer service, they conducted an online signal check and discovered low signal strength. A technician was sent to our place and identified that we had been provided with the wrong equipment since we started with WOW! a year ago. The technician replaced the equipment, and things improved. However, we were surprised to receive a $50 bill for the technician's visit, which was not mentioned earlier and wasn't necessary as the issue was due to incorrect equipment. Additionally, our phone service is still problematic, frequently redirecting calls to voicemail and abruptly disconnecting. I am seeking a refund for the wrongly provided equipment charges and would like to terminate my contract, which has another year remaining.

My email accounts, Arthurlazydozing and Ladymystic, have been disabled. Despite multiple attempts to resolve this issue over the phone, my wife and I have not been successful. Our helper mentioned that the accounts were shut down due to spam problems, which we haven't experienced before. We were informed that WOW would reach out to assist, but coordinating with our work schedules is a challenge. The language barrier with the current foreign support agent also adds to the difficulty. Your help in resolving this matter is greatly appreciated. Thank you. - Paula/Art Stockard

I experienced account issues that took several weeks to resolve after they arose on January 22nd. Now they claim my account is 60 days overdue due to their delay in addressing the problem, leaving me unable to work out a solution with them. The customer service was unhelpful, and they struggled to identify their error, leading to frequent service interruptions. Despite numerous calls and reassurances of follow-up calls, no resolution was reached prior to the current crisis. I was given inaccurate information multiple times. I am seeking assistance from a supervisor or higher authority promptly as this situation is unjust. It's frustrating to be held responsible for their repeated mistakes.

When we requested for WOW to transfer our bundled phone/tv/internet service from Livonia, Mi to Canton, Mi, just 15 miles away, we specifically asked to keep our same phone number of 42 years. Unfortunately, after the move, we realized that our number had been changed without our consent. We promptly contacted customer service, who assured us it would be corrected within 24 to 48 hours. However, it wasn't resolved even after 48 hours had passed. When I followed up on a Sunday, I was informed that the team responsible for this matter doesn't work weekends and was advised to call back Monday morning after 10. Despite calling back multiple times and speaking to different representatives and even a supervisor who provided their names, they were unable to assist in resolving the issue promptly. Each time I try to reach them, I'm told they can't transfer my call to the appropriate personnel. Frustrated by WOW's poor customer service, I am contemplating paying the early termination fee and moving to another provider.

I want to confirm if this email from WOW! Internet Cable is legitimate. They are asking for my account details to update their system, but I'm unsure if it's safe to provide that information. Can someone advise if this is a genuine request or a potential scam? Thank you.

Good evening, I'm reaching out regarding my account number [redacted]. I communicated with our account executive a few months ago regarding a renewal. After expressing our preference for a month-to-month arrangement until we made a decision, she agreed. Prior to disconnecting 2 months ago, I informed her of overcharges on the internet service compared to Google Fiber's quote. Despite us considering staying if they matched the pricing, they didn't. I mentioned we would be moving, as we hadn't signed any agreement to continue services. However, we are still being billed for unused services. We currently use Ring Central for phones and Google Fiber for internet. Our service with you ended 2 months ago. Please address this billing issue promptly. Thank you. RE/MAX Distinctive - Sandra L. [redacted] Memorial Parkway, SW Huntsville, Alabama, [redacted]

I have contacted your company repeatedly regarding my dysfunctional phone and internet for three weeks now. A technician visited my home on May 23, [redacted], recommending rewiring. Surprisingly, he suggested relocating the telephone to the room with the modem for phone connectivity but admitted this wouldn't resolve the internet issue. Following up the next week, a technician named Johnnie replaced the scheduled supervisor's visit on 6/2/20. As I was at work during his call, he checked the outside wiring, expressing uncertainty about my unit's connections. Despite daily calls this week, the wiring remains unchecked. The property company inquiring about the ongoing issue seeks written updates. Service disruptions persist, making it unreasonable to incur charges for the past three weeks. Resolving this matter is essential, particularly when alternative providers aren't an option. I implore swift action to address these service concerns.

Dear Sir, I'm a new customer who recently made a purchase with WOW. My order included a 50ml Retinol face cream, a 30ml retinol serum, and two 750ml apple cider vinegar bottles. The promotion was buy 2 and get 4, so I expected 2 free bottles of apple cider vinegar, but when I checked my account, it reflected 2 bottles of 400ml which I never selected. I kindly request that you review the order and correct the quantity mistake. Please ensure my first experience with your brand is positive as I have high expectations. My order number is [redacted]. Thank you for your attention. Yours faithfully, Shivani

I received a one-month game time gift which I tried to apply to my EU account but encountered an issue where it was only possible to apply it to a US account. Assuming it was a bug, I proceeded to apply it to what I believed was my only other account from years ago, only to discover it was a newly created US region locked account. As a result, I am unable to play with the friends who gifted me the trial for the game ahead of shadowlands. I am seeking assistance to either transfer the game time to my new EU account or to locate and transfer it to my old account, as this gift was intended for a trial playthrough and is currently of no use on the random US account. Thank you.

I signed up for internet service on 8/16/20, but have been experiencing issues since then. My internet has been down since 10/20/20 at 12:41pm. A customer service representative told me my eero was deactivated, but I am unsure why. Despite several attempts, the problem remains unresolved. My initial problem began when the installer did not replace the cable wire. I contacted customer service regularly due to ongoing issues, prompting a second technician to replace the cable wire in September. Shockingly, I was almost charged for the technician's error. Regrettably, I am extremely unsatisfied with the service provided by WOW Internet and would like to cancel my subscription. Please arrange for equipment pick-up and consider refunding me for three months' worth of service fees paid in advance, as the service has been unsatisfactory for the entire duration.

We contacted [redacted] Dig to ensure safety while landscaping our backyard. Although Wow stated there was no conflict, nobody visited us despite their hub being in our backyard. While digging to plant a tree, we unexpectedly hit a large orange line less than a foot underground. A technician visited and mentioned someone else would arrive within an hour, but no one showed up on 12/1. Despite making three more calls, no assistance has been provided yet.

I received a ban from WoW for unintentionally downloading Sims 3. It's confusing because I wasn't informed about which sites are safe for downloads. When searching "download Sims 3" on Google, the top link is from steamunlocked.net offering a free download. I suggest taking action against these misleading sites instead of penalizing unknowing users. By addressing the source of the issue and preventing these sites from appearing in search results, you can protect loyal customers who enjoy your service.

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I am a retired individual on a fixed income and have noticed my rates increasing. I am in need of a more affordable plan or a lower rate. I reached out a couple of weeks ago and spoke with a representative named Mary or Marie. Although polite, her English was challenging to comprehend. She unintentionally canceled my Starz subscription, which reverted me back to my previous plan. After requesting to speak with someone else, I was transferred to an account manager but the call disconnected. Mary/Marie called back later to inform me that the transfer failed, promising to call again, which has not happened. I have not received any follow-up from Wow since then. I am hesitant to contact them again for fear of encountering a similar language barrier. I have been a loyal customer for many years and am hopeful for a resolution before considering other providers. Thank you, Dennis S.

Hello, I am seeking assistance with my internet issues. I am forwarding a letter I wrote to your tech department in hopes that it can be escalated to a supervisor for resolution. It has been over three weeks, and my internet problem persists despite multiple attempts to resolve it. Your previous responses indicate I am in contact with a representative, but I have already spent significant time and effort engaging with various representatives who seem unable to fix the issue. Despite multiple modem changes and promised technician visits, the problem persists, and no progress has been made. It is frustrating that after four modems and three weeks, the cable to my house remains unburied. If the situation does not improve today or if I do not receive a satisfactory response, I will have no choice but to switch to a different provider. I have tried to be patient, but the consistent internet outages are causing stress at work. I am disappointed in how this matter has been handled and may need to seek services elsewhere if not resolved promptly. Thank you for your attention. Sam Offord [redacted] Hunters Glen Drive Gahanna, OH [redacted]

I have been reaching out to WOW customer service through phone and chat to address the ongoing issue of receiving excessive spam emails at my [redacted] account. Previously, I was advised to contact [redacted], to which I sent emails on 6/14/21 and 6/16/21 but have seen no reduction in the [redacted] spam emails I received this morning. I have struggled with this problem intermittently for years and request that WOW elevate my spam settings to HIGH to resolve this issue. Communication has been challenging due to my hearing impairment and occasional language barriers with representatives. Previous instructions have been ineffective. I authorize WOW to adjust my spam settings accordingly. Andrew R. Beumel Acct. #[redacted]0. I would appreciate if you could review my past interactions regarding this matter.

Two years ago, my mother-in-law had Wow come to check our cable due to internet issues. They convinced us to get eero devices, but I felt they were unnecessary for our house size. The internet fluctuated, prompting a second call. Despite scheduling, the technician didn't show up, claiming someone was home. When a different technician came, he agreed the eeros were unnecessary and explained that Covid had slowed internet speeds. He recommended returning the eeros and requesting a speed upgrade from Wow to resolve the issue.

I recently received a Preview bill via email that included a $50 fee for a tech visit on Saturday, which I did not request. The tech found no issue with our equipment, so I believe we should not be charged for the visit. Additionally, during the visit, the tech replaced an old cable running from the yard to the house, leaving it above ground. I would like to know when this cable will be buried as it is affecting our ability to mow the lawn. These issues have arisen from multiple calls/complaints about our channels frequently showing a "no signal detected" message for the past 2-3 months, preventing us from watching certain channels in HD. The tech confirmed there are no problems with our equipment and suggested the issue may lie with WOW's equipment in the Columbus, Ohio area. Another family we know is facing the same problem. The tech assured me he would report it, but I am unsure of the status of this report and how long it will take to resolve these ongoing issues.