Jeff R.
In my opinion, the worst customer service! SC is better off without WOW.
WOW is new in the Mauldin, SC area (2025) and so far the customer service is beyond terrible. Second day after installation I was having problem port forwarding for cameras and media server and after doing some internet investigation I determine they must be using CGNAT which makes it impossible (without a VPN) to access stuff inside my house remotely. I decided to give support a call and after speaking with 4 people they didn't have a clue what I was talking about nor did they have any idea who to send me to for an answer. I was just about ready to cancel my new WOW 3Gbps service when I decided to try the support chat and I was lucky enough to get someone that not only new what I was talking about, but was able to resolve my problem by giving me a public IP. Now I will fast forward to March 20th 2025. I return from vacation in the Dominican Republic and I need to configure a router so I decided to use my Spectrum 1Gbps Cable Internet and that's when I found out that WOW's contractor decided to bury the fiber line and cut my cable line. I went outside and took pictures because I didn't see location paint or flags. The fiber line was buried directly over my natural gas line and the cable line. Luckily the contractor didn't hit the gas line while we were on vacation, but he did manage to cut the cable line. I called WOW, but the over seas mess they call customer service was useless in helping get in touch with a local WOW manager. I then went online for a corporate contact number but everything I could find was the overseas support number. I managed to find a contact form on their website and filled it out. And make this much shorter that it actually was. Daryll a executive response person contacted me, I explained my problem and that I had to spend two hours waiting on Spectrum to repair my cable line and I felt I should be compensated for my time. I also requested the contractors name for my complaint to the SC811 (Attorney Generals Office). See in SC its against the law for a company to did without locating other underground utilities. This from what I have read is up to $1000.00 fine. Well after speaking with Daryll (who refused to give me his last name nor did he give me anyway to get in touch with him, besides filling out the contact page again and wait) told me he would have to get back to me after he investigated this. Well it appears Daryll has called twice while I was on the phone and didn't leave a voicemail so I have to assume that it was him. Today (04.02.2025) Daryll called and said that he still doesn't have the contractors name and said that a location was preformed on 03.11.2025 or 03.12.2025 and that permits were recorded prior to the fiber burial. I told him that's impossible. The fiber line crosses right over my natural gas line and I do not see any paint nor flags anywhere on my property and I have taken photographs within two days or the burial. I then requested proof from the locating company. I will try and contact someone at the city hall and see if I can get a copy of the permits. So, the moral to this story is WOW is a very evasive company who doesn't hire US workers to answer support problems and when you do manage to figure out how to contact someone they avoid giving out any contact information. I expected so much more and I am very disappointed with the level of service I have received. AT&T has finished installing their fiber conduit in my neighborhood and as soon as I can; I will be leaving WOW and advocating for other providers based on my personal experience with them. If they are a new company in this area you would think they would offer the highest level of support when they create problems for their customers.