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29 Reviews & Complaints

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STAY AWAY FROM THESE FOOLS
Posted by Eddward8 on 03/05/2005
SAINT PETERSBURG, FLORIDA -- On Oct 16, 2004 I returned a cable box, remote, and cable modem to the Knology office in Pinellas Park, Florida and cancelled my account with Knology. I received a receipt the returned equipment.
On Nov 29 2004, I received a bill from Knology for the amount of $412.10. As I had prepaid for cable/internet services for the entire month of Oct 2004, the statement listed a credit of $42.71 for the unused partial month of service. It also included a charge of $425 for unreturned equipment and a total of $29.75 for state and county sales taxes.
I submitted an online complaint to Knology explaining that I had returned the equipment. On Nov 30, I received an email reply from Knology Customer Service apologizing for their mistake and stating that the equipment charge would be removed from my account. I replied to this email and requested that my refund of $42.71 be sent to me. On Dec 7, 2004, Knology Customer Service replied and stated that a check for the $42.71 was being mailed that day. I received the check and considered the matter closed.
On Mar 4, 2005, I received a debt collection letter from CMI stating that I owed Knology the amount of $412.10.
I do not now and have not ever owed any money to Knology. I have spent nearly 5 months trying to cancel my cable/internet service. It took nearly two months before they finally refunded my $42.71 and they acted like they were doing me a favor by sending it then. Of course, they expect customers to pay their bills byon the due date. In addition to causing all this aggravation, they turned my account information over to a collection agency, potentially damaageming my credit, to try to collect money that they were not owed. There is absolutely no communication between departments at this company and an extremely high level of incompetence. If you have any choice of cable/internet providers, avoid these id1ots.

     
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BILLING ERROR RESULTS IN COLLECTIONS ACCOUNT
Posted by Cptcaveman421 on 11/13/2009
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 its 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 Knologies 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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Posted by goduke on 2009-11-13:
Get something from them in writing saying that the account should not have been placed in collections. Dispute it with the credit bureaus. Fixed.
Posted by Anonymous on 2009-11-13:
If you disconnected services, you would still be billed for the time you had them. If you called at the end of a billing cycle, you still would owe for that month used, which would be prorated for the days the services was still active.
Posted by MaggieMcT on 2009-11-13:
And thank you for your service. Glad you made it back.
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Billing and collection errors
Posted by Fed up with thieves on 11/14/2005
CHARLESTON,, SOUTH CAROLINA -- Every once in a while you have the pleasure of doing business with a company that is run by a group of people that really know what they are doing. There are procedures and safeguards to ensure that all problems are identified quickly and fixed in a timely manner. All communications are checked for accuracy, the staff is courteous and helpful. Billing is handled efficiently and all the paperwork is designed to ensure that the client is kept fully abreast of any conditions that may affect their experience with the company. Unfortunately, Knology fails on all of the above. We had an inkling that things might be screwy with Knology when our service was interrupted for non payment of a bill. We had no idea that there was a problem with the account and were kind of baffled when the service was interrupted. We asked knology why there was no phone call to discuss the problem, they hemmed and hawed and finally said they left a message on our 800 number. Folks, let me be the first to tell you, I don't have an 800 number. To make things even more interesting, we had payed the bill over the internet and had a confirmation number. So my wife calls customer service only to be told by the charming cubicle dweller, "Well, sweetheart, you must not have had no money" even after she knew that we had a confirmation number and we had plenty of money in the bank. So, we do get the service reactivated and receive the next month's statement. Lo and behold, there is a $30 fee for the supposed bad check for the payment that we made over the internet. We contacted our bank and they assured us that there was no way that there could hve been a problem with the payment clearing. Knology could care less and if their computer says we owe the money that is it, end of story as far as they are concerned.
So about this time we are a little ticked off and are dealing with some other knology issue when the salesman from Comcast knocks on our door. Needless to say , we switched to comcast and I wish I could say that the story clears up here. Nope, things only go from bad to worse. Now in order to swith our existing telephone numbers from knology to comcast we have to have a zero account balance. This is taken care of and we are now in the comcast fold and happy to be rid of knology. But, we are not truly rid of knology. Knology decides that we need to pay for a month of service that took place in the August billing cycle. Mind you we dropped the service on May 2nd. But somehow Knology has decreed that we owe for a month of service that took place well after we dropped them. It doesn't matter that we have statements showing a zero balance. It doesn't matter that the new bill clearly shows that the new charges are for services from Aug 1-31. Knology account reps have tried to explain the charges away by saying that they are related to late fees and service charges. I find that hard to believe especially considering that the fees are identical to the fees we were being charged for our monthly services and they are clearly marked as monthly service fees on the bill. What is up with these guys? Now they have turned over our account to a collection agency. When we informed the collection agency about the obvious error we are told that the only thing they can go by is what knology tells them so pay up or they will damage our credit. The reality of the situation is that my credit is great and have been able to secure low interest loans and credit cards. Nowadays, a ding to your credit score allows the issuing agencies to raise your interst rate to the highest allowed by law. It doesn't have to be a fair and accurate report to trigger the rate increase either. So, the way I see it these folks are in a position to blackmail us with the threat of higher payments on other bills for a long time or fork over the money they say we owe. There ought to be a law against this type of chicanery is all that I can say. Anyone else out there have a similar story to tell? If this problem is widespread perhaps there could be some kind of class action suit brought against this group to make them think twice about pulling this kind of stunt on other people. Watch out for these guys.
     
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Posted by Anonymous on 2005-11-14:
That sure is frustrating, good luck.
Posted by pezzy669 on 2008-04-09:
Going through this same garbage with Knology right now. I cancelled their service early March as it was horrible, the internet kept going down for no reason, the cable had the quality of rabbit ears and the reason I switched to them (price) was no longer a factor as they jacked their rates up to the same level as the reputable provider here (Brighthouse).

I called the day after my cable box was dropped off to pay my final bill. I received a bill for the full month but would not pay it as my box was returned and they stated it would be prorated. I was told by the rep - "Do not pay your bill - wait until you get the revised bill in April" I told her the due date was 2 days from that day and she said "if there are any late fees when you receive your revised bill call us and we will remove them" Alright wonderful!

On April 4th my phone rings with a 800 number....its a courtesy (aka collections) call from Knology asking for payment of 59.22 which was $54.22+5 late fee. I explained to this woman I was waiting for my revised bill, I checked 1 week ago online and it had not been adjusted and I had not received anything in the mail. I got the "Oh it was printed on April 2nd" I kindly explained to her I would not pay them until the 15th and I was told not to pay the bill when it was convenient for me so they can wait until then. She stated she would "note" that down so the calls would stop.

Next two days the same 800 # popped up. I called back and gave the collections department a piece of my mind and told them to stop calling my phone or I will pay them $1 a month until the balance is paid. Fine.

Called customer service to take care of the late fee. After being transfered 2 times then hung up on, called back. Explained the situation (nicely this time) and was told "We will not adjust the late fee as we don't do that." I am not that upset over $5 but its the principal.

Knology told me 'Do not pay your bill, wait until you receive your revised bill in April.' Revised bill is printed April 2nd and the collection calls start April 4th. Now I am being punished because the original agent who I called to PAY MY BILL is an idiot.

Stay away from this company. When you have problems with your internet or cable they go out of their way to not fix things when they go wrong.

This is the worst cable company I have ever dealt with.
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Account Errors that nobody can seem to fix!!
Posted by Slntwlf on 02/03/2010
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 stateing 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 months 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 a accidental over payment 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 receiveing 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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Offers
Posted by Myself614 on 06/05/2013
Called for the offers to change to Knology - the lady was so rude, short, did not want to take any time to give me details on what they offer in our area. I would never give them 2 seconds of time.
     
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StarStarStarStarStar
Nothing but greatness
Posted by Sandygrunt821 on 11/19/2012
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 ALOT 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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Posted by devnull on 2014-03-19:
As another data point, you can get 10d mb/s : 1u mb/s from earthlink (who subcontracts brighthouse) for 42$(total cost). Although I typically see 11-12mb/s down. I've had them for a long time, so I don't recall if you need a contract.

I've had good luck with them in my area (tarpon springs/fl), and haven't seen any problems when the weather is bad.
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At least my house didn't burn down
Posted by Mila-long on 11/15/2012
PINELLAS PARK, FLORIDA -- During a storm lightning came into the house via Knology...the house flashed inside and then there was no phone (all lines burned out) no internet (computer burned out) no cable (their box burned out) the rest of the house was fine except their cable box outside which was totally burned out...Lightning had traved throught their underground lines about 10 houses up and traveled into my house and did this damage...they quickly got the burned out box and denied it was their fault..I had to repair their damage at my cost...about a month ago people working on their lines outside rang my bell and said did I have Knology since the lines still are there...I said no and the worked said well the lines are all burned...wow what an honest company to deal with...I am with bright house now.
     
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Posted by clutzycook on 2012-11-15:
Lightning can strike anywhere, it's not their fault lightening fried your electronics. The damage likely falls under "act of God." You could file a claim with your homeowners insurance for the damage. And if you haven't done it already, put your stuff on surge protectors. Better yet if you can afford it, get a whole house surge protector.
Posted by Sally on 2012-11-15:
I don't see this as being Knology's fault. They didn't make the lightening strike where it did and run into your house where you were using electrical devices in an electrical storm. I was raised in childhood to unplug Tv's, cable etc. during lightning storms to protect them from being struck and destroyed. Buy surge protectors if you want/need to use your electronics during a storm. Otherwise play it safe and unplug everything.
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Terrible Customer Service
Posted by Tsullivan0 on 10/22/2012
PANAMA CITY, FLORIDA -- I was quoted a price for monthly service and installation. Days later I received a bill for taxes and an additional 10 dollars... Called customer service to discuss the problem on four separate occasions. While some of these people were helpful, they all said different things and were unable to connect me with the original sales representative after 2 weeks. No solution to the issue and the last lady treated me like I was the one in the wrong. If there is any other cable/internet provider in your service I would use them instead. Or hope to God you get lucky enough to never have an issue you have to call in about.

     
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Posted by ticia232 on 2012-10-23:
The taxes and fees are charged by the state and not the cable company. They cable company cannot remove them.
Posted by Mike in FL on 2012-10-24:
Those taxes and fees are there to maintain the telecom infrastructure you're using and you will have to pay them regardless of your service provider.
Posted by Suzy on 2012-10-24:
Count yourself lucky you have the choice of another cable company. I live in the north part of the county outside of Panama City and the only cable option here is Comcast. Had both Direct TV and Dish Network before Comcast got up here, won't have them again. But in the meantime there's no competition for cable in my area and may not ever be, so I have to put up with Comcast's frequent price increases and slowly deteriorating service for cable tv and internet. They were very good to begin with but since the digital migration I have been having increasing issues with service. I pay a lot of taxes/fees with Comcast also and did with the satelite companies also. Like Mike said, there are taxes and fees no matter which company you go with, the business doesn't choose them the state does. So if you're looking to eliminate those costs from cable you are out of luck.
Posted by Sara on 2012-10-30:
Same thing happened to me in Auburn, AL! I actually had my price quote in writing, on a pink agreement/receipt, faxed it in for proof, and they stated they wouldn't do anything about it. Simply stated, "Sorry, the service guy who signed you up lied to you and there is nothing we can do about your bill."
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Very poor value and poor customer service
Posted by Kentgreece on 09/08/2012
SIOUX FALLS, SOUTH DAKOTA -- I was with Knology for four years of combined Internet, Cable, and phone service. Every year they raised the bill. When I went to disconnect a year ago they apologized and knocked $15 a month off. NOT NEARLY ENOUGH. After a few months they tacked the $15 back on and raised the bill even higher. $140 a month for basic cable and Internet, oh yes phone which we never used.
I finally disconnected and went to Mediacom. Knology told me my final bill which I paid in full. Every month since then they keep sending me bills for misc charges and they are very poor with their customer service.

ADVICE: STAY AWAY FROM MEDIACOM, any specials they offer will be short lived and then they will financially rape you. Get Netflix and a new TV . . . . they are a dying T Rex in the technology field and will pull any consumes into the tar-pit with them!
     
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Posted by trmn8r on 2012-09-09:
Are you advising to stay away from both Knology and Mediacom?
Posted by tuf22 on 2013-07-04:
You realize that you still need an ISP to watch Netflix, right?
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Internet is a Joke!
Posted by Notgonnahappen on 09/03/2012
HUNTSVILLE, ALABAMA -- I'm paying 50 bucks a month for speeds that are supposed to be 25 down and 5 up. I'm lucky to see 3 down and. 2 up. I've had 4 people out to "fix" the problem with the last guy swapping our modem out. Still did nothing. I went and bought a brand new 120 dollar router thinking maybe our old one was about done for. Nope. God forbid it rains, then I'm lucky to be able to connect at all. Mediator might be a smaller company, but at least they provide a service that works! Bye bye, Knology. Your company has turned to crap answer I'm not staying.
     
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Posted by bcd on 2012-09-03:
The fact that your service degrades when it rains is an indication that the problem is outside. Your cable may be dry rotted or there is a leak in a junction box.
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