·WOW Internet and..
Frustrated with recent network problems
Help me out, WOW. I've been a huge fan and have converted many people over from TW over the last 10 years. I *love* your customer service, from the phone people to the field techs to the folks in my local office--always helpful and cheerful, and they seem knowledgeable. Awhile back I had a broadband issue that I thought would never get fixed, but everyone hung in there and after several weeks we all got through it. It was painful while it lasted, but I had forgotten that pain and moved on.
You caught me by surprise last year switching off the analog service and giving me only a month's notice; it was bad timing, but I managed to get my Win Media Center/Ceton tuner box built and running, and managed to replace my previous ReplayTV whole house DVR solution with the Media Center solution without much interruption.
But a couple of things came to my attention over the last 8 weeks or so:
1) when I call for customer service, you dump me right into the billing system and I have to jump through many hoops and type in my phone number (but you already know my phone number from the ANI!) and listen to the entire billing speech and so on for several minutes until I'm able to hit the button to "talk to a human". This is way different than it used to be, and you need to kill this new method. Kill it with fire. Put the phone tree back to where it was previously.
2) I know this about the phone tree not because I'm in the habit of calling WOW, but because over the last 8 weeks or so--maybe more--I've had serious network problems where it would just *go away* for awhile, anywhere from 10 minutes to who knows how long--many hours--and there's nothing I can do about it.
In my struggles to get things working, I saw that my router proclaimed that while I had network connectivity, I had no DNS servers available! This went on for a long time, where the DNS servers would just go away. I eventually caved in and put in Google's DNS server numbers, and that solved *that* problem. How can DNS servers go away in the middle of the day?
But that wasn't the entire problem. The network just stopping hard, randomly, at random times of the day continue. I've since gone back to WOW DNS servers, and over the last week haven't seen that particular issue pop up. But the network continues to die.
My father, who is six blocks away, also reported to me that a couple of weeks ago his daytime TV viewing went to garbage over the period of several days (all WOW hardware at his house). He didn't call, and after a few days that went away. I have to believe that he and I are running into the same infrastructure issues, whatever they are.
My frustration level is high on this, because I know WOW can do better. I'm also frustrated because I used WOW's "contact us" link to tell them about the DNS server issue, and never got a response.
I was on last night in the middle of the night, when at 3:30am my network access went down again. This was extra frustrating, because I had a specific time window in which to perform a task, starting from 3:30am until 4:00am--and the network didn't come back until 4:15am.
I don't know where to go from here, other than wave goodbye to my long term relationship with WOW, accept that it was good while it lasted but it's over now, and move on to TW or AT&T. I truly don't want to do business with either of them, but if they're all I have left, that's what I'll have to do.
My fear is that WOW has been taken over by some executive management types that came from Comcast or Cox or whatever, and are bringing their "screw 'em, we're the cable company" attitude along and forcing it on me. THAT I won't tolerate.
I just want the network fixed. Shoot, right now I would be happy with communication about whatever's going on. If you're going through intense maintenance, tell me. Let me know what to expect, and when it should end. I know you do maintenance at night, but EVERY night like the CSR indicated? Am I to expect no broadband access for six hours every day? That would play into my cost-of-service calculations.
The CSR apologized that there is no network status page where I might see some of this type of communication. My frustration level would go down severely with a little communication, at least for now.
I'm in central Ohio. Any other central Ohio customers want to comment on this?
·Time Warner Cable
·WOW Internet and..
|reply to adam1991 |
And, someone else calling out wow for going down hill recently. Again, not isolated incidents, not everyone experiences the bad service, but there is for sure more and more as time goes on with almost the same complaints from long time customers about service declining recently. If you have not experienced this yet, you will, just give it time.
WOW has what the broadstripe conversion, they just bought knology. A relatively small regional provider can not just grow this fast AND keep there "award winning" service.