Good internet service, intentionally terrible customer service…read more While I was happy enough with our internet connection, WOW's service repeatedly attempted to nickel-and-dime us and make it difficult and time consuming to cancel. If you're planning to order this service, my advice to you is to assume nothing and ALWAYS GET YOUR CASE NUMBER. 1. Starting from our initial order which was based on an advertised deal, WOW attempted to charge us more for our service by simply opting us into renting a modem that we did not need, without letting us know. It was on us to note that the rate offered on the phone was different than the advertised special. 2. We signed up for Auto-pay. Once you've signed up for it, there is not a way on the website to cancel it. They can keep withdrawing payment at will. (This came back to haunt us.) 3. You can not cancel WOW services through their website. You must call them, go through several tiers of automated system to get to a live person. 4. WOW's customer service people ARE UNABLE to send you email confirmations. They have no emails, and there is no allowance in their system to even send the most perfunctory acknowledgement email and case ticket to you. 5. The records keeping on their side is pretty bad, as I'll describe in a minute, and they leave all follow-up actions in the hands of the consumer. 6. Apparently the fee structure can change without justification or even notifying the consumer. Here's how our misadventures played out: After moving to a new state, we called to get our services cancelled. WOW's live customer service rep updated our billing address and promised a disconnect by midnight. I got no confirmation email to that effect because their customer service can't send emails. However, we did receive paper billing statements addressed to our new house, and money kept being withdrawn from my account long after our services should have ended. Incidentally, the cost of the services increased by $10/mo during this period, with no explanation whatsoever. I called WOW to remedy this. The customer service rep told me that they had no record of me ever calling them, and also, no record of my new address (despite the mounting pile of paper statements that were being sent to me). She promised to disconnect my services that day. She couldn't resolve the billing herself, so she forwarded me to the billing department. The billing rep also couldn't verify anything about my account or call history, and he wouldn't resolve anything until it could be proved that I'd called. After I jumped through a number of hoops, verifications, and holds, I was told that a supervisor would try to track my phone number in the system to see if I had indeed called in the past. I was told to call WOW back in 24 hours to see what the results of this search were. So, once again, after a very long and inconvenient phone call, the onus for following up was on me. At this point I was pretty irate, and asked to speak to the supervisor who was handling this search. I was put on hold again for a long time. Finally, the rep returned and announced that they'd decided to conduct the search now, and they'd found a record of my call that verified all parts of my story. I'd get a refund check in the mail; and no, I could not have an email to confirm that my account had been cancelled, my bill had been cancelled, nor even some indication that we'd spoken today. The call lasted an hour. I have a piece of paper with the case number and the billing rep's employee number. Guess I'll have to watch to see if that check ever arrives in the mail. Decent internet, but WOW's customer service is practically designed to cost you extra in either money or time/effort/frustration. Caveat emptor.

just exiting out of the Marine Corps after ten years I dealt with slow WifI in the Middle East and…read morewasn't able to get messages out in a timely manner.... but the commander ensured our messages were put through. this internet I just paid for is a joke. I got better connection to talk to my family across the globe in Syria than trying with this company. WOW... you let this Marine down.

Tanisha is the rudest person I have ever met. I walked in to get assistance because my phone has…read morenot had service for 2 days now and when I walked in to get help there was no welcome or anything she just talked across the room telling me to restart my phone with an attitude before I even said anything. If a restart would fix the issue I wouldn't be in the store asking for help. I said alright and left to change providers because that kind of customer service is not acceptable. Especially from a "Manager" if you could even call her that.

This place is pathetic. The workers will not greet you. I walked in, and two workers were talking…read morefor 5 minutes before talking to me. Then they told me to go charge my phone. They disappeared and then caught an attitude when I went back in line to get help. The place sucks so bad I had to go to 1 other store after coming to this one. Before, the workers would look dead at you and then go to other customers that came in after. I guess that's what you get for hiring gang members with 3-pointed crowns on their faces. They are serious about their colors. Then he left and went to go help someone that just walked in the door. Then my $1100 trade-in was valued at $145. Scamming.

Very nice and helpful consultants at the desk! They were very nice and quickly helped me diagnose…read moremy problem

Husband and I came in to return their equipment and cancel our service that we've had terrible time…read morewith for the last two years. There was one person at the kiosk and someone helping a couple in the front with their phones. We got called to come forward to the second kiosk and the person was not happy looking. We asked if we could return their stuff since we moved and drove down just to do that. She informed us in a rude unfriendly tone that we couldn't return our stuff there but to drop it off at UPS up the road. The UPS person told us they get the equipment when the store doesn't feel like dealing with it. Also the cancellation had to be over the phone to customer service in which we were informed a while back when we returned a modem, we could do that when we want to cancel in the future. I guess it changed... I have had Xfinity twice in different states and they always made it easy for us with a smile no matter if we were starting or canceling with them. We were stuck with Spectrum due to our apartment complex. If anyone is wanting to go with Spectrum, beware the multiple freezes, the outages and the confusing customer service. Online and phone customer service has been friendly and helpful so far but internet overall isn't great. I would not advise going to the store in Tiger Town.

People were rude and seemed like they were unwilling to help. My friend made a phone payment and…read moreasked the store to provide a receipt for that and they acted like that was such an inconvenience and then acted like they wouldn't be able to do that for her. I mean, I don't work in a T-Mobile, but it seems pretty ridiculous that they wouldn't have her payment in their system and be able to provide her with something to help her out. Then to have an attitude on top of that? Come on, your in a customer service job. If you dont like helping people its time to do something else.

Why is there no -10 starts. By far the WORST place for T-Mobile help. If a new user has this store…read moreas the first place to visit will curse T-mobile and leave the service as early as possible. They fraud people for the payment and offer racist remarks, have reported about them. They will offer you service if they feel doing so, or if you are a very close friend. Don't understand why they are still open!!. Hope T-Mobile gets to know about this and get them sued or arrested.

Staff was rude and pushy. Would not recommend visiting this location. Staff member demanded to know…read morewhy I wouldn't buy accessories and refused to take no for an answer. The overall experience felt confrontational, rushed, and unfriendly.

Last week changed from verizon to tmobile. Was happy with the support we got from tmobile…read moreassistant BUT........... phone on sale for $99 NOT REALLY on sale, I will receive credit each month - - A CREDIT I HAD to get online and SIGN UP FOR which was not relayed to me. Phone call w/tmobile cust serv says I will be paying FULL bill this month and credit will start in 1-2 months. Every thing is 1-2 months - Are we not automated, have computers? Why does what is advertised in store as sale actually take 1-2 months? Currently I'm not pleased. Changed to tmobile as I was told good cust serv vs verizon. Beginning to wonder with my first experiences..... Oh yeah, wifes new iphone wouldn't work (wouldnt make phone calls). We were told that she probably activated the esim - well she would not know how to do that. Phone showed primary and secondary phone nr (both the same). When trying to fix per store it wiped out her plan. Had to go back to tmobile store - went local Phenix City - Mgr there took out the physical sim and got phone restarted with 'tech support' reinstating the plan. He said that with the Esim that a physical sim should be installed. So two different stores on 2 different set up pages????