Complain About WOW - learn how to file a complaint

Trying to get a straight answer from WOW can feel impossible. Here’s a breakdown of the best ways to reach them, and what to expect from each.

Immediate to 45 minutes, but honestly, it usually feels longer.

• Call Off-Peak: Try calling them first thing in the morning (around 8 AM EST) or mid-week. Avoid Mondays and lunch hours.
• Have Your Info Ready: Don't give them an excuse to put you on hold. Have your account number, recent bill, and a short summary of your issue ready to go.
• Use the Chat Feature: The wait times are often shorter, and you get a transcript you can save as proof of your conversation.

If WOW is ignoring you or gives you an answer you're not happy with, it's time to escalate. Don't just give up.

Better Business Bureau (BBB)

Filing a complaint with the BBB creates a public record. WOW has a C- rating and is not BBB accredited, but they do seem to respond to complaints filed there. It's not a government agency, but the public pressure often works. The process can take a few weeks.

Federal Communications Commission (FCC)

This is the big one. As an internet and cable provider, WOW is regulated by the FCC. You can file an informal complaint on the FCC website for free. It's surprisingly easy. WOW is legally required to respond to your complaint in writing within 30 days. This is often the most effective way to get a real resolution for issues like billing, service quality, and misleading advertising. You must try to resolve it with WOW first before filing.

Subject: Formal Complaint: Unresolved Issue with Account [[Account #]]

To Whom It May Concern,

I am writing again to resolve an issue with my service that has been ongoing since [[Date]]. Despite contacting customer support on [[Date of first contact]], my problem remains unsolved, and frankly, my patience is wearing thin.

On [[Date of incident]], I was incorrectly billed [[$Amount]] for [[briefly describe the charge or issue]]. I have already spent a significant amount of time trying to get this corrected, and the constant back-and-forth has been incredibly frustrating.

To resolve this, I require you to issue a full credit of [[$Amount]] to my account and confirm in writing that the issue has been fixed permanently. Please also provide a direct contact number for a supervisor should this issue persist.

If I do not receive a satisfactory response and confirmation of the credit within 5 business days, my next step will be to file a formal complaint with the FCC and the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]] Account Number: [[Your Account #]]

• The 'Supervisor' Trick: The moment you feel you're getting nowhere with a support agent, politely but firmly say, 'I need to speak with a supervisor or manager, please.' Don't let them talk you out of it; their job is to prevent escalations.
• Create a Paper Trail: After every single call, send a follow-up email to their support address summarizing what was discussed, who you spoke to, and what they promised. This creates a record they can't deny.
• Go Public (Politely): A well-worded tweet to @WOW_WAY detailing your issue and how long you've been trying to fix it can get a faster response. Weirdly, their social media team sometimes seems more empowered to help than phone support.
• Reddit Wisdom: A user on the r/wowway subreddit said they only got a real resolution after filing an FCC complaint. It seems to be the magic button that forces a real person to investigate your issue.

Tired of the 45-minute hold times with WOW just to argue about a $10 fee on your bill? Or getting stuck in a chat loop with a bot that doesn't understand your problem? Sound familiar? It's a common story on their BBB page. Pine AI handles it. We navigate the phone trees, wait on hold, and deal with the scripted responses for you. No joke. We push back on the persistent upselling and get your issue in front of someone who can actually solve it. Let us take over the headache.