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Review by Ahddib See Profile

  • Location: Decatur, Morgan, AL, USA
  • Cost: $70 per month (12 month contract)
Internet was fairly reliable until the contract expired. Then service plummeted.
The customer service is terrible.
Avoid at all costs in the Huntsville AL area. They bought out Knology and broke things.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

It is impossible to describe the irony when a customer service representative states, "Now we're not calling you a liar, but..."

Yes, you did call me a liar, WOW. Twice.

An agent in the retention department stated that he reduced my bill to a $25 dollar per month plan to keep me from going to another company. This is pretty standard. However, the next bill I received was for $70 buckaroos. I immediately called Charter and ordered a service switch for a much better deal. The day I got Charter installed, tested, and working I called them up and asked them to cancel the service effective that day.

Apparently the CSR I spoke to didn't cancel the account AND they didn't even notate that I called. After getting the next bill for stupid lots of money I called and they said "Now we're not calling you a liar, but..." They backdated to the cost that the retention agent notated, which was $29.99. 4.99 more than I was told by that agent. Then they refused to backdate the cancellation of service to the date I no longer used them and called for cancellation. Anyone with a brain can check the logs to see if any data was transferred to or from the modem I had registered with them. They could then verify the service was indeed disconnected that day and presume that the customer is speaking truthfully.

So basically I was treated as a liar. I am monetarily punished for their incompetence. I'm not paying them the additional $4.99x2 and the additional time on the bill since the day I cancelled service. Credit be darned.

Also, usually hold times are stupid long even during off peak times. 45 minutes is unacceptable. Hire some people and treat them better than you did me.

Perhaps WOW provides good service elsewhere, but here in North AL where they just bought out the failing company Knology they are total garbage. I advise everyone to steer clear.

I believe the company works in cells or divisions based on location, at least that's the feeling I get from the website's structure. Hence I include the above disclaimer.

member for 9.5 years, driveby review (so far)
updated 9.5 years ago


Elgin Sad
@69.47.145.x

Elgin Sad

Anon

Agreed - Customer service combative....

I have had to deal with them a few times this year - most recently after 15 years they couldn't find my account and would not accept the same credit card I have been using for years. The CSR was combative, accusatory, and unpleasant. This has been the feeling I have gotten from them on most of my recent calls to them. Like biting aluminum foil with a metal filling.