• Report: #939153
Complaint Review:

WOW! Internet

  • Submitted: Mon, September 10, 2012
  • Updated: Mon, September 10, 2012

  • Reported By: Bill — Hanover Michigan U.S.A.
WOW! Internet
2512 Lansing Road Charlotte, Michigan United States of America

WOW! Internet Broadstripe Missed service calls, horrible Internet service, extremely poor customer service Charlotte, Michigan

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Our Internet service is either too slow, or non-operational

Our Internet service started to vary between 16 mps and .33 mps during June.  Service calls temporarily fixed the issues for a week or two. We finally have leased a WOW! modem/router after a tech support person swore up and down it was our router that was the issue. This was in spite of the fact that another technician from WOW!, who was at our home on a service call, claimed the issue was on the utility pole! We've experienced problems with the wireless operation of this new router. It won't even send a decent signal 30 feet in the house.  Now, two weeks after getting the new device, on again, off again service interruptions. 

Either on/off service interruptions or slow service interruptions have plagued us all summer long. (Actually since Broadstripe announced they were switching their service to WOW! Internet services.)

I received a phone call yesterday (Aug. 28th, 2012) from a woman who was responding to my complaint.  She wanted to send out a "Lead Technician" that morning, without much prior notice.  I informed her the following morning (Wednesday) would be a better time.  She arranged such an appointment for the following morning.

At 1:25 pm this afternoon, I called the woman who called me yesterday morning and I left a detailed voice mail message asking why the technician(s) have not phoned or made a personal service call, since the morning has long passed.  I also left an alternate cell phone number.

As of 4:45 pm this afternoon, there has been no phone call to my home or cell numbers, or an in-person service call from WOW.  This is the second time that technicians have not come to my home after arranging appointments!

Still no response from Ms. Andrews at WOW, even after a 9:30 phone call this (Aug. 29) morning.  I therefore decided to contact customer service direct.  I attempted to use their automated system to confirm the service appointment of yesterday.  The automated system rejected my phone number
as being invalid, in spite of the fact that a customer service rep confirmed that my phone number is in the system. (So WOW! also has automated equipment that doesn't even perform properly....) A customer service rep named Karen assisted me for 20 minutes, continually contacting dispatch since her records did not show ANY DATE OR TIME for a service call!!  I was transferred over to "dispatch" where I eventually hung up.  Attempting to receive proper customer service from WOW! for WELL OVER AN HOUR is totally unacceptable.
At this point, we are taking steps to remedy this situation ON OUR OWN, because we have been receiving such UNSATISFACTORY SERVICE from WOW.  We feel that WOW! knows they have a monopoly on the high speed Internet marketplace in this area, and can treat customers as they wish, without fear of repercussions.  I will state this: I WAS considering cancelling my DISH Network TV and signing up with WOW! Cable TV.  That WILL NOT be happening now, because of the poor service from WOW.

We are looking into Wi-Fi repeater(s) to use in the home.  My son has also resolved his wireless XBox connection issue (due to weak transmitting signal from the company modem/router) by connecting directly into his PC.  I have also placed a section of sheet metal under the company's modem/router, to act as a reflector on the internal antenna....to help boost wireless signals. 

So it appears that we are smart and savvy enough to be our own technicians when
the real techs don't show up for their appointments.  (Perhaps we should send WOW! a
bill for our tech services....)

BTW, Internet down again this afternoon. Called WOW! at 3:27 PM EDT on Sept. 10, 2012.  They
stated their Internet was down also and nothing they could do because of it.

And the beat goes on....

This report was posted on Ripoff Report on 09/10/2012 01:54 PM and is a permanent record located here: http://www.ripoffreport.com/reports/wow-internet/charlotte-michigan-48813/wow-internet-broadstripe-missed-service-calls-horrible-internet-service-extremely-poor-939153. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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