| Can I expect more of the same? I just recently switched to WOW (less than 2 months) and have been having a lot of problems. I was wondering if this was par for the course, or if other people have reliable WOW service, and I'm the odd man out.
Each time one thing gets fixed, another breaks. It started with a bad cable box (the same day my cable was installed). Then for the first several weeks I was having periodic problems with Internet connectivity (dropped packets and latency) and had to have the modem replaced. And since day one I've been having periodic problems with the HD channels cutting out, pausing, and going blocky. When the tech came out to replace the modem he re-crimped all the cable ends to the cable boxes to help with the Cable problems. But there were no problems while he was there, so he couldn't do anything further. Yet the problem persists. And now one of my cable boxes just shuts off whenever it feels like it, and needs to be unplugged. Most recently that did not work and the tech support had to reset it remotely, but was not able to send somebody out to replace the piece of junk. She suggested that I gather up my cable boxes and take them to the WOW office to exchange them for a newer model.
There's nothing like paying $150 a month for cable and then having to watch the Superbowl over the air because your cable keeps cutting out or going blocky. Aaaarrrrgggghhh.
If I have to gather up my cable boxes and take them back in myself, they can keep them. I deserve better. Can it be had from WOW? At this point I'm just ready to pay more and switch back to Insight. |
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bsipe9
join:2007-03-24
Berea, OH | said by crmorrison3:If I have to gather up my cable boxes and take them back in myself, they can keep them. I deserve better. Can it be had from WOW?
Personally, I haven't had any real problems since around 2005-6. I've had WoW since late 2002. Internet/phone used to drop sometimes back then. Lately though, I've been happy as a clam.
Not sure how far away your local office is, but I absolutely LOVE that I can just drop in at mine and swap equipment. Adding a new box? I just pick it up at my leisure spending less than a minute at their office. Getting rid of another box? Drop it off in under 30 seconds. WoW hasn't been to my house since my initial install almost ten years ago, so I don't remember if they showed up on time, but back when I had Adelphia, they'd give me a 4 hour window for a service call and either show up 2 hours early (when I wasn't home so I had to reschedule) or show up 4 hours late. No thanks. My time is more valuable than that. |
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| reply to crmorrison3
I've had WOW in Columbus for 7 years (Cable, Internet, & Phone pkg). I've never had an equipment problem that I can recall (HD DVR's, HD Boxes, Cable Card, Digital Adapters).
I would rate my customer service experience between good and great. Whenever my current discounts expire, I call and they are painlessly reapplied.
It sounds like you are having unusually bad luck. I wouldn't give up yet. The 3-4 times I've gone to the local office to pick-up or swap equipment, I was in and out in 10 minutes or less.
Gary |
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 WOW_Dan
join:2011-03-24
Naperville, IL
kudos:3 | reply to crmorrison3
If you would like me to take a closer look at your account, please send me your account number or the phone number on your account and I can look to see if I find anything from here that might be a problem. Just to forewarn you though, it's very hard to troubleshoot a video issue remotely, so I might not be able to see anything from here, but that doesn't mean there isn't a problem. |
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| I appreciate your help Dan.
They spent a couple weeks trying to rule out things and are certain it is in the "tap" or other WOW equipment. Now that the techs have turned it over to "maintenance" I can't even get an update on when they will even look at it. I think a couple months is enough time. Last night we couldn't even watch cable because of the tiling, freezes, and flashes to black screen.
Thanks again,
Charlie |
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| It's shameful that the lack of communication is tarnishing an otherwise wonderful product. If you stick it out, I'm sure they will be able to figure it out. My service has been rock solid other than occasional internet slowdowns. They are usually short-lived and don;t really bother me since I am not a "gamer". |
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| Yes, the lack of communications is pretty frustrating. I am also frustrated that they spent a month replacing everything on and in my house that they thought might be a problem (my wiring but not their equipment), but was not. And I was patient because they really were trying. But now that they are certain it is nothing in my house, nobody seems to care about fixing it.
I should have never switched from Insight in the first place. I had to eat crow and set up an install for this weekend. At least the customer service rep didn't say "I told you so". |
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