LYNN HAVEN, FLORIDA -- OK. So. I was living with a roommate, and I was moving out of the apartment to Texas. So I called Knology to transfer my subject to my then-roommate. I got the A. O.K. that everything was cool, so I proceeded to move out. Two months later I get phone calls saying that I have a balance of sixty-something dollars, and that if I failed to pay there would be a late charge.
Naturally, I called the company to dispute this. I talked to a customer service representative who was extremely understanding of the situation, and who indirectly admitted it was a mistake of the company. Unfortunately, she could not repair the problem herself. So she forwarded me to a supervisor.
"Wonderful customer service galore!" I thought to myself. Little did I expect what was coming next. I was told there was absolutely nothing that I could do at this time because the account was in my name, and we failed to go in to a branch and show our ID's for an account change. What, REALLY? "But I was not told this at the time. I was told it was taken care of."
"I understand, but what you were told was wrong. The bill is yours to pay." "You can't just switch the bill to her name?" "No, not since you did not come in and show your ID's for the change." "But I was not told this at the time. How is it my responsibility AT ALL? I had my name removed from the service!"
Then it proceeded to go in circles. Woe is this hassle. I was also told that if I did not pay the bill, and failed to turn in the modem, there would be a monthly fee tacked on to cover the hardware. Still, IN MY NAME? REALLY? I remain in shock at the company's blunder, which I bear the brunt for.
I have had constant problems with Knology as they are a monopoly with apartment buildings. I asked the apartment manager if there was an alternatives to Knology due to the bad experiences I have had with them in another city within the same state. I was so angry with Knology as they made the same mistakes again when I transitioned to another city temporarily. They did not give me the correct service that I've ordered, the phones would go out occasionally and for the phone being a digital phone, there should not be static on the phone lines constantly.
The internet is totally another story. Everyday almost, I have to unplug the cable modem and my router to "reset" the cable and internet. Every other day, I am on the phone with a customer service representative talking to them and they suggest each time to do the unplug the cable and router and then plug it back in. I would explain to them that I've done that already, yet cable and internet does not work.
They would send a technician out, and the first technician had a snotty attitude and he tried to tell me it was the problem with the electricity in my apartment and my computer. I explained to him that this is incorrect as everything is hooked up to a surge protector. My computer is not running slow either, as I know how to fix it when it goes down.
The next time I called, thanks to my cable constantly freezing up and then my internet went out again, they sent a technician out on the weekend (finally) and he was "fixed" the issue, because the cable box was incorrectly programmed. He worked on the box and internet cable wire coming from the wall and all seemed fine for another week. The freezing and internet would go out constantly.
I spoke with a CS representative and he said to unplug the cable and modem for the internet. I left them unplugged and then took care of the cable box. The box was fine, but there still remained to problem with the digital freezing and skipping. They soon tried to say it was an issue with my TV. I said wrong answer, and then the REP got an attitude with me and I hung up.
Just a couple of weeks ago, the cable had the digital freezing issues again, and yet they say they was going to send a weekend tech out, and the tech never arrived. I will continue to complain about this company each and every chance I get. They are ridiculous and then they raise the bill every month. Well I hope that I can remember to pay the bill each month, as I am fed up with them and will not pay another dime for crappy service that does not work half the time. Knology sucks horribly!!!!!
Unfortunately, Knology has a monopoly in our County so years and years of bad inept service has to be tolerated. Company bought out our existing services; however, the very same people continue to be employed. 1. Called to report phone service problem-service lady screamed at me that it had already been called in on Monday, however, the phone didn't do out until Tuesday. She had wrong account.
Same service lady called for an employee who was gone for the day and screamed at me about his new lines even though I kept explaining that I was simply taking a message. 3. Called service for a new cable hookup and was promised that service tech would be there at a specific time and date - took vacation day and he didn't show - two days later he arrived and cancelled our request because no one was there.
Had a computer crash and called tech support to get me sets back for internet - I called three nights in a row trying to get them to read me the sets and they just blew me off... a month later I found their old sheet and did it myself.
Purchased a home theatre and was advised that I would have to contact the cable company for a special box for high definition. Visited our local office and the woman who worked there told us that we had everything we needed and no changes needed to be done.
So when they showed up to install the very expensive home theatre they needed the cable box first. So drove back to the local office and she continued to emphatically state that we were all set with our present equipment. So we spent a month and a half without TV after we finally got our correct cable box for the theatre company to come back to properly install our new TV setup.
Sick and tired of their idiocy - they haven't a clue as to what they are doing and now are expanding into other countries where there is competition. If you have a choice PLEASE do not choose them -- you will be sorry and regret it... wish we had another choice...
HUNTSVILLE, ALABAMA -- I am in an area of Huntsville, AL where Knology has a "monopoly", and we aren't allowed to have Comcast (slightly laughable given the service and customer support I've received, I'd assume it's two high school kids running this setup from their mom's basement). They are robotic and inept on the phone and Technical Support reps are just hateful. I'm no idiot (and it doesn't hurt that my fiance is an IT/Tech specialist) so for them to ask me, "Have you turned the box off?" is kind of insulting. No, **, my DVR stopped recording so I just picked up the phone right away without trying anything that would require common sense.
Needless to say my "HD" cable box has been replaced four times and their cable menu display looks like a DOS program from the 80's. Oh I miss you Time Warner! The people that answer the phone for my area sound like they were picked up from the Methadone clinic, or are still wearing their high school cap and gown. "I am now going to access your account ma'am." "It may take 1-2 minutes for me to pull up your account information". Picture these being said by the robot from Short Circuit and you've got your Huntsville, Alabama Knology professional!
I called to inquire about a simple fee that was going to begin on 8-15-08 and the representative said, "Ma'am that fee doesn't affect you." Not trusting Smarty Pants, I said, "Fine. Out of curiosity, what is the fee for? I just want to be prepared if I do see an extra $5.00 on my next bill." He then said, "Well you'll have to read me this note on your bill for me to tell you." Thanks Captain Obvious, but I can figure it out on my own. You are telling me that fee won't apply to me, but you don't know what I'm talking about? This is the kind of sad human interaction I've been experiencing with Knology since I moved to Alabama.
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 traveled thought 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 worker said, "Well the lines are all burned..." Wow what an honest company to deal with. I am with Bright House now.
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.
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 consumers into the tar-pit with them!
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.
FLORIDA -- Despite the fact that tens of thousands of Knology customers are snowbirds (a huge source of seasonal customers) and suspend their service for at least half the year, Knology charges $5 per month, per service to suspend services: a flat out money grab. When you call to question this, the reps are rude, abrasive and downright nasty. They act appalled that a customer has the audacity to complain.
I wrote directly to the CEO about this, and naturally was bumped to some customer "service" rep, who basically told me if I didn't like it, I could cancel and return the equipment -- despite her having addressed her response to me in Canada, 1,500 miles away. That's their attitude and mindset. If I had any other option, I'd quit Knology so fast, but our park has a contract with this greedy and customer-hating company.
GROVETOWN, GEORGIA -- The real reason behind the internet issues within this area are because they are still having to rewire the entire area since they taken over from Charter and there is no telling just how long this really will take. Knowing that, I have heard more excuses since I requested their service and to top that of, they thought they were going blow smoke my way about billing people in advance.
I never heard of such a thing knowing they already had my first payment from the initial install. I thank god that I am moving from this area. The only thing good that I have to say is the area manager out of Augusta help me, and I am still having slow and freezing issues. I feel sorry for anyone else in this area that just so happens to be having the same problem. Knowing that I am not the only one in this area that has been complaining about the so called service.