Topic 'Support refusing to diagnose issue after WOW network upgrade' in forum 'W.O.W.' - dslreports.com

Re: Support refusing to diagnose issue after WOW network upgrade

Sun, 21 Nov 2021 19:16:32 EDT

FoxMike posted :

said by adam1991:

I wish I could help in this situation but we have been locked out of all tools, provisioning and the billing system.

Well, that pretty much spells it all out.

The only constant is change.

In a market with two wired competitors, and one strong wireless competitor (T-Mobile), I wonder what WOW's new owners have in mind with stuff like this.

I don’t have an answer for that. They are in the process of taking control of the network and transport. Hopefully it happens soon so we are able to look things up. Currently I have to make a phone call for everything. Another hurdle is the billing system conversion.

Re: Support refusing to diagnose issue after WOW network upgrade

Sun, 21 Nov 2021 14:04:40 EDT

adam1991 posted :

said by FoxMike:

I wish I could help in this situation but we have been locked out of all tools, provisioning and the billing system.

Re: Support refusing to diagnose issue after WOW network upgrade

Sun, 21 Nov 2021 12:54:31 EDT

FoxMike posted :

said by frickeyd:

Does anyone know of any way I can get in contact with someone at WOW that can actually investigate a technical problem (not just read a scripted response)?

My internet stopped working on Thursday night, and the support line said that there was a scheduled upgrade until 6am. My service did not come up after the maintenance window was completed. I called in first thing Friday morning, and after verifying that they could reach my cable modem, they said they couldn't do anything else and I should contact the modem manufacturer. I told them this was the same modem (Motorola/Arris SBG6580, pfSense router) and configuration I've had for the past 5 years. They said all they could do was schedule a tech. The first available was Saturday between 5-8pm.. Great..

When the tech hadn't showed by 7:30 this evening, I contacted support again, and was told there was a "problem with the time on the work order". They could not reschedule until Tuesday.. I asked if they could check their side again, as it seems that the modem is working, but I'm not getting an address assigned by DHCP. I was once again told, "since you own the modem, we can't support it, you'll need to contact your modem manufacturer".

I'm pretty confident that this is something that they broke during the upgrade, and hopefully is a simple fix if someone would actually look through the logs and check their equipment. Nothing changed on my side, and I've rebooted the modem/router multiple times. I also plugged my laptop directly into the modem to check. DHCP always fails.

I'm a long time (10+ years) customer of WOW in Columbus, and couldn't be more unhappy with them at this point. I've had more problems with their service in the past year than I ever had over the previous 9.

Thanks for any advice!

I wish I could help in this situation but we have been locked out of all tools, provisioning and the billing system. To me it sounds like your modem doesn’t have an occurrence on it.

Re: Support refusing to diagnose issue after WOW network upgrade

Sun, 21 Nov 2021 07:43:55 EDT

adam1991 posted : Why are you still with them? Spectrum, AT&T fiber are available; after a year of unhappiness and now this, just move on.

If you really really want to stay with them, see if you can rent their cable modem for a month or two and see what happens. If things are broken there, then they can/will fix it. Then you can move back to your unit.

Re: Support refusing to diagnose issue after WOW network upgrade

Sat, 20 Nov 2021 21:19:55 EDT

baess posted : Good luck. WOW! sold your market and several others. They are a shell of their former self at this point.

»It begins

Support refusing to diagnose issue after WOW network upgrade

Sat, 20 Nov 2021 20:39:23 EDT

frickeyd posted : Does anyone know of any way I can get in contact with someone at WOW that can actually investigate a technical problem (not just read a scripted response)?

My internet stopped working on Thursday night, and the support line said that there was a scheduled upgrade until 6am. My service did not come up after the maintenance window was completed. I called in first thing Friday morning, and after verifying that they could reach my cable modem, they said they couldn't do anything else and I should contact the modem manufacturer. I told them this was the same modem (Motorola/Arris SBG6580, pfSense router) and configuration I've had for the past 5 years. They said all they could do was schedule a tech. The first available was Saturday between 5-8pm.. Great..

When the tech hadn't showed by 7:30 this evening, I contacted support again, and was told there was a "problem with the time on the work order". They could not reschedule until Tuesday.. I asked if they could check their side again, as it seems that the modem is working, but I'm not getting an address assigned by DHCP. I was once again told, "since you own the modem, we can't support it, you'll need to contact your modem manufacturer".

I'm pretty confident that this is something that they broke during the upgrade, and hopefully is a simple fix if someone would actually look through the logs and check their equipment. Nothing changed on my side, and I've rebooted the modem/router multiple times. I also plugged my laptop directly into the modem to check. DHCP always fails.

I'm a long time (10+ years) customer of WOW in Columbus, and couldn't be more unhappy with them at this point. I've had more problems with their service in the past year than I ever had over the previous 9.

Thanks for any advice!