WIDE OPEN WEST.COM

I have been having re-occurring problems with phone, internet and TV for over 6 months. Each time I call, I have to wait a minimum of 3 days to get someone to come out. They can come any time within a three-hour window frame -- sometimes on time, sometimes not. They supposedly fix the problem, but sometimes within minutes after they leave, the problems start again. I call back again, wait three days and start all over. They have sent out three "lead technicians" (the cream of the crop according to WOW!) and they STILL do not fix the problem I am supposed to spend additional money for a router to make THEIR equipment work, but get no discount in the price I pay for services that are provided. Well, now I have a router and guess what. The last visit the cable was left above ground (they were supposed to come back the next night to bury it), I am still having problems and will have to wait yet another 3 days for someone to come out. Oh, by the way, no one came out or even called the next day to bury the cable. They didn't come back on Tuesday, Wednesday, Thursday or Friday. I called today and guess what! I have to wait three days. I am totally fed up with their so-called services and technicians who obviously don't know how to fix the problem.

Techs had to visit three times to determine the problem was actually in their pole to pole line, but each time they were punctual, friendly,professional and very helpful. They also credited my bill fir the inconvenience, and apologies profusely for the issues!

It was a positive experience.

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Initial contact to place order was very good - helpful and very professional. Installer was prompt courteous and professional.

I find there customer service to be phenomenal, I wish all companies had such a good service.

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Customer service is always polite and quick. The technicians who come to the house are usually polite and knowledgeable, but I don't understand why, when they fix one issue, another comes up. In the past three years, I have gone through 4 HD DVRs. Each one had the hard drive burn out. Now I have a newer one made by a different company and it has lasted longer than the others. It still has a problem with pixelation and picture freeze, just like all the previous HD DVRs. The wire from my house to the pole has been changed because of low signal strength at least twice. I think it's not the wire. Right now WOW is fielding calls from numerous customers because of glitches in whatever improvement they just made with their system. I would be one of them, but I keep getting a busy signal. We have two other televisions with cable but no box that have to be reprogrammed every two days to get back many of the channels that suddenly disappear, or are placed under new numbers (NBC 203 becomes 24-203, but we have to scroll through to find it since our remote doesn't have a hyphen and we don't know what the new channel number is anyway, or if it's still there.). We are moving at the end of the month, so I will put up with it until then. WOW does not service the area in our new neighborhood, so I won't be able to find out if the new change has improved anything. I can tell you that it hasn't improved anything here...yet. I still have hope for WOW and wish them the best. They had the channels we wanted, the price wasn't bad and the internet has never gone down or had issues with speed. They always seem to want to fix what is wrong and are happy to serve the customer. When I visit others, though, and see how well their cable works, it makes the problems with mine more glaring.

How has the preformance been going??? Horrible. I still have TV picture freeze, digital breakup, Not able to use my internet connection. WHAT'S GOING ON WITH WOW?? A supervisor needs to look into the situation for the Royal Oak area service. I've asked to speak to a supervisor several times when calling and CSR say they can help me. I'm am not rude, yelling or out of control when speaking to the CSR. I believe that type of behavior does not get you anywhere when trying to solve a problem. I've been a long time customer and am more than ready to call the competion who are quickly changing over my complete neighborhood to ATT and Comcast providers. We as neighbors talk to each other and share our experiences regarding company performance. maybe by posting frustration with WOW service on Angies list I can finally get some satisfaction!

I had previously used other services that were priced too high for me. Once WOW came in our area I began to use them and the cost was a lot more affordable. I like the selection of movies and channels they offer and I also like that I can use DVR. I also like that when I call them for service they come right out for repairs.

They are spread out nationally. They have come out several times to do the installation, updated my modem boxes for the wire with Internet and cable. They were in and out within 20 minutes flat. The guys were early for their appointment, they weren't late, they were early; it was like almost an hour both times. They were super nice, very professional, very sweet, they tolerated the dog well. They are cheaper than everybody else around them. I checked out for Comcast, WOW, ATand T, and Horizon. They had the best prices.

It's been very good. I had one problem: one of my boxes went bad but I called them and they came right out and replaced it. I think the price is high and just went up at the first of the year. I'm considering switching to satellite and dropping my land line phone.

We've been customers since the beta days and have always found the company to be very responsive to any issues. The technicians are always great, and one by one our neighbors have become customers too.

Shaun did a great job and went over technical reasons why an analog phone will still work with Voice over IP (VOIP) technology. He left a book which further explained how to set up caller ID, how to set up voicemail. He also showed me a website, which shows how fast your Internet service is if you want to compare it against your own. The total install took no longer than an hour. The technician Shaun even gave me advice on which router to buy. You only need a router if you want to have more than 1 computer use the web on a wireless basis. I would recommend WOW to someone who wants fast Internet and static-free phone service. I'm sure their TV/Cable offerings would be fine but I didn't want it.

Horrible. The company showed up on time. Disconnected Comcast (illegally) and installed and connected the service that WOW offers. The cable, which the WOW representative claimed had hundreds of channels and was easy to navigate, offered 30% of the channels Comcast offers, operated at a turtles pace, and relied on an unfriendly remote and viewable (via the TV screen) catalog of channels/list of channels, i.e. pay-per-view and on-demand. I do NOT recommend having WOW come to your house!

Wonderful experience. The installation was fast and I haven't had any service issues needing a call.

They do not let you know that you are on the lowest level of speed. I called to get assistance, and they took a long time and then just hung up. I then called back and talked to a supervisor, and she was even worse. I then was able to get the president of the company, and he was upset so they sent a service person out.