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Customer Service and Billing
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AUGUSTA, GEORGIA -- Had a late bill of $50. No disconnection letter sent and when new bill came it was disconnected. I called customer service and NO ONE tried to save the account by offering an explanation. Rude service agents and just a no care attitude.

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Internet Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST PETERSBURG, FLORIDA -- Had to switch to WOW when I moved as Verizon wasn't available. My first clue, when installed they just laid the cable along side the house. Didn't bury it. When confronted said they would have someone out in 2 weeks. Misers coming next day. Upgraded my wifi then exchanged modem, still couldn't get service outside of the room. Called just this week, was told it's not them it's me and I should/could buy a modem on my own. Needless to say I'm switching back to Bright House. Done with WOW!!!

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Poor Service
By -

I should have looked at these reviews before choosing Knology. I respect the one person who said they were pleased with Knology because the company worked with them in reducing their payments. However, that doesn't fix the fact that the service is shoddy and they are SO expensive!

My husband is in the military and we are stationed in Alabama. When we arrived on base we were given a list of three providers to choose from... and the dish wasn't provided as an option. I contacted Knology and scheduled a time for them to come out and hook up our service. Because our household goods hadn't arrived we were told we had to break up the connection because cable couldn't be hooked up without a TV. I've had other providers hook up the service without a TV and when I questioned this I was rudely informed that every company has their own rules.

It took three times to my house to get all of the rooms hooked up and both of our TV's receiving cable. We received one DvR box with HD and I was excited because we have been overseas for the last four years and this was our first time having a DVR. My parents have a DVR with their satellite service and I figured all were the same... I was WRONG. Our box can hold maybe six 1 hour shows before the hard drive is full. My parents satellite DVR can hold dozens of shows! If you set a timer to record a show you have to have the TV on that channel or it won't record. My parents' DVR will change the channel automatically and record the show.

My other complaint is weekly, sometimes daily I lose service. Sometimes I lose higher numbered channels for time on end and other times the TV will go out completely with a loud static noise emitting as if everything went to fuzz. When I have contacted their office I'm told there isn't anything reported in our area.... the main office is in ATLANTA GA. I'm in AL!!!! They don't communicate with each other when work is being done and it requires 5 calls about the exact same problem to show up as a problem. The problem isn't just the cable. The modem needs to be rebooted at least once or twice a week.

In the four years we were overseas I had to reboot the modem twice.... I've had to reboot this one twice just last week. I'm tired of paying this money for a service that is shoddy at best. We are supposed to be a country of innovations.... I see this country as just money hungry greedy companies who do what they can to get every last penny they can from the consumers.

I've considered lowering our cable to basic and getting rid of the worthless DVR and HD. However, one of my favorite channels is TNT.... it's now coming in extremely fuzzy and reminds me of the reception my parents got with the old bunny ears. If I get rid of HD I lose my ability to watch TNT. I truly believe the companies create these little problems like fuzzy TV and shoddy signals so we will upgrade and have to pay more. Money hungry and pathetic customer service.

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Clearwater, FL
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Terrible customer service! The Internet and cable goes in and out. Constantly have to send techs out to fix issues and then charges you to do that! One of the tech support guys sat nearly on top of me on my couch and made me feel very in uncomfortable. They constantly overcharge on the bill for no apparent reason. I would give them no stars if it was possible and I will be switching back to bright house ASAP!

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Account Errors that nobody can seem to fix!!
By -

RAPID CITY, SOUTH DAKOTA -- Due to a better deal, in August 2009 I switched cable providers from Knology to the other cable provider in the area. The switch seemed to go well. At the end of August I receive a statement stating that I was to receive a refund of $10.37. I patiently watched my mail box. When the Knology letter did arrive, which was in October, it wasn't a check but a bill for another month's services. I immediately call Knology and explained to them the error and that I should be getting a refund not a bill. They agreed and told me they didn't know why I was sent a bill and said they would check into it and have someone call me back.

Two weeks later I called them back to find out if any progress has been made. Nobody knew anything about was I was talking about and had to start over. After that I started collecting case numbers. After that phone call I expected everything to be cleared up. It wasn't. Fast forward to January 2010. I received a refund check for $10.37, which was the amount of an accidental overpayment on our last bill, and a few days later a notice from a collection agency stating that I owed $781.49 for equipment that I had not returned to Knology.

First off, the only equipment that I had was a standard cable modem which would cost around $50 to purchase, and second, I have the paper receipt that says I returned all equipment. I called Knology again and was told that my case was being sent to a different department and would be cleared up and I would receive a call when it was.

Again, one week later after not receiving a phone call from Knology, I called them and it was still unclear whether or not the errors had been corrected and once again I am left with a new case number and a promised call back. The only good thing I can say is that the customer service representatives have been very polite through this whole experience.

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BILLING ERROR RESULTS IN COLLECTIONS ACCOUNT
By -

KNOXVILLE, TENNESSEE -- I had the bundled service through Knology in 2004. I called to have everything turned off except the cable internet. The following month I was charged the full amount for all 3 services. I Called Knology Customer Service and was told not to pay the bill and that they would correct the issue. I then had all the services turned off as I was moving with the military.

90 Days later I found they had placed the full overcharged amount on my credit as a collection account. I called their CS and paid the full overcharged amount to attempt to salvage my credit. All this accomplished was that it changed to a paid collection which is just as bad as the original.

I deployed to iraq in 2006 and could not continue my efforts to have this removed. I followed up with Knology in 2007 to once again attempt to remedy the issue. I eventually was told by CS that YES I did overpay the account and that they would cut me a check for the overpaid balance (which they did). I asked to have the collection account removed from my credit and was told "sorry we can't do that". I replied by saying that the issue was caused by incorrect billing and that I should not be penalized because of their error and again was told "sorry it's not our policy to remove collection accounts".

Well now I am tired of seeing this on my credit and I wrote Knology to let them know that I will be filing formal complaints with every website that will allow me to post my story. They replied saying that the account is at a 0 balance and to give them a call if I have any other issues. I KNOW THE BALANCE IS 0, I WANT THE PAID COLLECTION TAKEN OFF OF MY CREDIT!!!!

Knology has cost me thousands of dollars in interest hikes over the past 5 years because of THEIR billing and collection errors. It is unacceptable that five years later I am still suffering from Knology's careless billing practices. After doing a quick google search it appears this is a common issue with Knology.

The service, (Telephone, Cable, and Internet) is nowhere near the quality of the leading cable companies. Considering they charge just as much as their competition, there is no real benefit of selecting them over ANY other provider. So in short. I would NEVER recommend this company to anyone. STAY AWAY FROM KNOLOGY!!!!!!!!

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Nothing but Greatness
StarStarStarStarStarBy -
Rating: 5/51

SAINT PETERSBURG, FLORIDA -- I have had Bright House and Verizon. Knology offered similar service to BH and Verizon, but didn't try to force up-sale on me. When I know exactly what I want, I expect the representative to do just exactly that. I can understand offering an up-sale once, but don't push it or I will take my business elsewhere.

The price difference between the 3 ISP's is considerable. BH wanted $50+ per month for 10D:1U, Verizon was the same. Knology was $30 for 7D:1U. The internet only loads so fast, if you are not running a web service or downloading copious amounts of torrents, you are paying for speeds you will never use. Knology came to my house and rewired everything for FREE. No contract. $30 a month. The Knology rep's are knowledgeable, I don't have to give them a class on computers. When I call I speak to employees who SPEAK ENGLISH. Good luck with that for Verizon.

Verizon is by far the WORST customer service I have ever had to deal with. The representative had NO IDEA about internet speeds or how ISP's operate. If I go to buy a car, I DON"T WANT TO TEACH THE SALESMAN ABOUT THE CAR. Period. After the 10th time telling the guy I don't want the bundle, I just hung up. BH has good customer service and the rep's are knowledgeable, but it is priced the same as Verizon. When the weather is slightly bad... just a little, the service becomes very poor.

Now some insight for all of you throwing money away: FiOS only adds a few more feet of fiber optics, your computer DOES NOT have a FiOS port, you still use a ethernet cable to your computer or router. To browse the web you need 512k, for 1080p video streaming you need 10Mb down MAX. 7Mb down for me for a game has 144ms latency, that is 0.144 seconds. Not fast enough? If your internet slows down everyone in the neighborhood is likely slow, because of the amount of houses on each "node".

Watch your shows on the web, connect your TV to your computer, or use rabbit ears (if you don't have a lot of channels it is set up wrong) on the TV. (I get A LOT of channels, FREE, football, news, movies, no porn), metroPCS cell phone, router for Wifi. For broadband internet, 2x unlimited phones, and 50 channels of HiDef TV I pay just under $100 a month. 2 computers playing MMORPG's, downloading torrents in the background, and streaming radio, still at 0.2 seconds for latency. YOU DO NOT NEED 50 DOWN AND 25 UP.

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Knology sucks
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAWRENCE, KANSAS -- Unfortunately, I need to give a star rating because I can't give a lesser rating. I wish I could give a negative star rating. For several weeks, I have not been receiving all of my emails, having been notified of such by the senders. I call the phone number, only to be directed by "Automan" to input my phone number, for the purpose which has yet to be determined because after I finally do get to speak with a live individual, I am asked for my phone number. WHY? I already punched that in.

For the umpteenth time, I explain frustratedly that I am not getting all of my emails. I am informed that the email is a free service of Knology, as if that is an explanation for why I am not receiving emails. I have heard so many excuses over the past few weeks, with the blame being placed on everybody but Knology, with the exception of the second to last time. They informed me their server was down and all of the emails were backed up. Hence, that is the reason I received an email 6 hours after it was sent. I have been told by the General Manager that no emails have been lost. Well, if they aren't lost, they have been permanently misplaced.

I wish I had ISP options, but the only option in my area is a dish, which is equally unreliable. Here's a fervent hope that WOW will correct the abysmal service and cavalier attitude pervasive in Knology. It just pisses me off that I have to pay for wholly substandard product and service. The only thing Knology has to offer over their competition is service; and I feel I have been serviced... in much the same way a bull services a heifer. And apparently, I am in the majority of people when I discuss Knology.

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Knology Services Outdated
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

SUMMERVILLE, SOUTH CAROLINA -- We had Time Warner Cable since the day we moved to Summerville. After having Knology installed for our TV, Internet and Phone there are some issues that are making me rethink our switching to your service. First, as an Internet Service Provider, Knology is extremely fast - we appreciate it.

Secondly, the Cable/TV Service is OUTDATED. The search engine that Knology uses, for searching programs, was used back in late 1990s. I don't want to have to scroll through every date to find a show I want to record or watch; plus Knology only allows you to forward ONE week, and you better know the date! Plus I don't want to spend my time scrolling through a huge list... that is time consuming. With Time Warner you could look for stuff a month in advance and set it to remind or record.

Also, if I miss a program, I can pull up the search on Time Warner, key in THE NAME of the show and it will list the past shows, as well as future shows. I COULD ALSO watch past airings of shows. For example, I was out of town for 2 weeks in Alaska... when I returned I realized I didn't record the show Justified. So, I brought up the search on my Time Warner box, and it listed all the Justified showings for the month. I selected ones I missed and started watching them. This makes it so much easier and flexible because you DON'T HAVE TO RECORD every episode of a show.

As for the phone, going to Knology from Vonage, now I have to purchase a caller ID... more money spent. Right now I AM NOT a big fan of Knology and WOULD NOT recommend them over Time Warner, unless it is strictly as a price comparison. Knology service is so 1990's and this is 2012! The company really needs to update their software. I am posting my review of Knology service, I don't want people to be miss informed, like we were.

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Pay More, Get Less
By -

DUNEDIN, FLORIDA -- Here are the complaints I have:

1) As a woman, I find pornography disgusting, and resent having to scroll through 7 channels of pornography with titles like "** Mothers" and "Hot Dripping Hos" while attempting to find a PPV movie to watch. (Only three non-porn PPV movie channels where I live). It is demeaning. Bunch them together in another location so that your customers who are offended by porn don't have to see those titles every time they look for PPV movies. Believe me, the people who want to watch porn will FIND them.

2) There may be two or three PPV movies per month that could be called major films. Most of the selections are low-rated films that are used to fill up the PPV channels, making it seem like there is a good selection when there is not. I would be a regular customer of PPV if I could find better films.

3) NO Movies on Demand.

4) Terrible internet strength. My son is an IT person, and he said it was the worst he had seen from a cable company that provides internet.

5) Terrible company website. Certainly not professional looking or user friendly. I was on the website last month looking for future developments that might be coming, and could find nothing. I clicked on a link to check out "Bundles" and found one page with a "Buy Now" link, and it didn't even have a price quote. The website looks like it could have been developed in a high school computer lab.

6) I resent being forced to be a Knology customer, and then being forced to have sub-par selections and services. I am seriously considering moving out of my apartment when my lease is up, simply because I don't want to deal with Knology anymore.

7) I also resent that the city of Dunedin, FL named a park after Knology when they have such little regard for the sensitivity of their women customers. I do not consider this the actions of a FAMILY company.

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Knology Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 16 ratings and
32 reviews & complaints.
Contact Information:
Knology
4506 Dorchester Rd
North Charleston, SC 29405-6847
706-634-6767 (ph)
www.wowway.com
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