Complaint Review: WOW

In October 2019, my WOW Internet service was working fine on Tuesday, but when I came home from work on Wednesday, no Internet service. I called Tech Support and they immediately said "You're modem is bad, buy a new one."  I doubted that as it was only 4 years old and DOCSIS 3 and they added "That's an old modem; buy a new one."

After buying a new modem and still not getting Internet service the next day, they agreed to send a Tech out the next day, Friday. The Tech arrived and sure enough, no Internet signal coming from the pole. He climbed up the pole and told me a technician had disconnected my connection.

WOW never notified me they would be doing this and I'm on auto-pay, so I'm not behind with payments.  He strung a new cable, but told me that they have to charge me a $50 truck roll fee or make me sign up for their protection plan. They plan didn't make financial sense and he said I could call customer service and get the truck roll fee waived, which I did - but it took more than 35 minutes of arguing about it on the phone.

Here's what I should have done and will do in the future for any ISP - while the Tech is still present, don't sign any papers (so he can't leave) and call Customer Service right in front of him.  The Tech would have to burn another 30-60 minutes.

In my most recent WOW billing stmt, they have billed me more than 2X my monthly rate, so I'm disputing this charge with the credit card company. WOW gave no explanation on how they arrived at the billing figure.

I sent a certified letter to the CEO with my demand for how I should be compensated for buying a modem I didn't need, spending all this time and travel, writing letter.  I simply want the special offer they made to non-WOW customers. I set a deadline of Decemer 12 before I take action, but I currently reviewing attorneys to sue WideOpen West Finance LLC.