Review by chachster
Good "Pricing is good. Clear QAM is nice too. Internet speeds good."
- Location: Westerville,Delaware,OH
- Cost: $100 per month
- Install: about 3 days
Bad "Customer Service wait times over an hour long. Trying to change anything is painful."
Overall "If you don't need to call in to Customer Service it is fine."
|Pre Sales information:|
Value for money:
(ratings match consensus)
I decided to switch to WOW for Cable and add their internet also (I now have two ISPs of which one is WOW)
Install was fine. Technician was out, got everything ran, hooked up one HDDVR and got the cableCARD activated.
Decided to drop my other TV provider and called in, a few minutes on hold, talked to someone to upgrade my TV package and was good to go.
Decided to go with my own modem so I had to call in. This is where the experience went downhill. Over an hour on hold. Then once connected to the customer service rep, their system was running so slow to get the modem added to my account. Finally that was done and my owned cable modem was now provisioned.
When I signed up there was a double referral credit so after a couple of months I see the credit, however it was not doubled. I knew I needed to call back in, again, 45 minute hold time to reach a rep. I also needed to have them stop charging me for the returned leased modem so at least I noticed that at the same time. The rep was able to get the lease charge off and credited as they saw that I did return the WOW leased one and after sometime added the additional credit to my account as the double referral deal was lost in the system upgrade.
I've also experienced partial loss of channels twice so far. This was longer than a few hours so that was not something I was expecting. It was HD channels, Music channels... just an odd loss of channels that we view.
I do want to point out that when I turned in the cable modem, I did get an additional cableCARD. With the excellent help of WOW_Dan he was able to get it setup and working for me. If he was not able to I know that I would have yet again been frustrated as I would need to call in and be on hold and hope to get someone that would be able to get the cableCARD provisioned correctly. Kudos to Dan!
I do notice pixelization but infrequent. Internet has been fine to this point.
At this time I would not refer anyone to WOW knowing that if they would need to call in, they will only be faced with long hold times that are unacceptable. I'm hanging in with WOW for now, but I do have another cable provider that runs through my backyard. I've had DirecTV, U-Verse TV, and now WOW. I am fortunate enough to have a choice.
At this time I am running U-Verse Internet along side my WOW Internet as I have not had WOW long enough to see how stable it is.
I do hope that WOW gets the customer service issues fixed and I would be able to refer them. Being only 3-4 months with them I will give them a chance to get their act together. I have always been pleasant to the Customer Service Reps as I know they are not the ones to blame. I put the blame on those that made the decision to "upgrade" as this upgrade has been in place for over a month and customer service hold times are unacceptable. I did also get busy signals and disconnects too.
As of today (12/13/12) I would say to others to keep what you have if you were contemplating a move to WOW due to the issues I've noted. Hopefully this will change an I can change this to a recommend.
member for 11.6 years, 4089 visits, last login: 1 days ago
updated 1.2 years ago