{"id":"wow-internet","page":"https://escalate.alexgaoth.com/#/c/wow-internet","html":"https://escalate.alexgaoth.com/c/wow-internet/","generated":"2026-10-15","company":{"id":"wow-internet","name":"WOW!","aliases":["wow","wideopenwest","wow internet","wowway"],"sector":"internet_tv","parent":"WideOpenWest (WOW!), privately held by DigitalBridge Group, Inc. and Crestview Partners since December 31, 2025","website":"https://www.wowway.com","account_url":"https://login.wowway.com/","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"WOW! account inquiries and troubleshooting","value":"+1-866-496-9669","hours":"Billing and general 8:00am to 8:30pm ET, 7 days a week; technical support 24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"WOW! live chat (billing, connection issues, technical support)","value":"https://www.wowway.com/support/contact-us","hours":"7:00am to 11:45pm ET, 7 days a week","purposes":["billing_error","service_outage","equipment_return","cancel_service"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"WOW! equipment return help (prepaid label or local drop box)","value":"https://www.wowway.com/help-center/equipment-return","purposes":["equipment_return","cancel_service"],"access":"open","notes":"The return due date is in the return instruction email. Returns can also be started in My Account.","source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"},{"id":"outages","type":"portal","label":"WOW! maintenance and outages","value":"https://outages.wowway.com","purposes":["service_outage"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"terms-and-conditions","type":"portal","label":"WOW! terms and conditions (internet, cable and phone terms of service, pricing policy)","value":"https://www.wowway.com/experience/terms-and-conditions","access":"open","notes":"The terms load as PDFs by JavaScript; the text could not be read by automated fetch.","source":"https://www.wowway.com/sitemap.xml","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"WOW! publishes no retention number."},{"rung":"written_complaint","channel":"support-chat","note":"WOW! lists no email or mailing address for complaints; a chat transcript is the written record."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Arbitration notice details were not confirmed; read the internet terms of service PDF."}],"playbooks":[{"issue":"equipment_return","summary":"Return by the due date in the return email, by prepaid label or drop box, and get a tracking receipt.","evidence":["shipping receipt with tracking number","equipment serial numbers","return instruction email"],"steps":[{"do":"Use the prepaid label or a local equipment drop box. Return by the due date in the return instruction email.","channel":"equipment-return"},{"do":"When shipping, get a receipt with tracking details from the associate. Allow 5-7 business days for the return to show on the account."},{"do":"If an unreturned equipment fee appears after that, give the tracking number and ask for removal.","channel":"support-chat"}],"facts":[{"kind":"deadline","claim":"Equipment must be returned by the due date listed in the return instruction email to avoid unreturned equipment fees; after receipt it can take 5-7 business days to show as processed.","issues":["equipment_return"],"source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"}]}],"facts":[{"kind":"contact","claim":"Once a customer has an internet plan, its broadband label can be viewed in the Online Account Manager.","source":"https://www.wowway.com/help-center/internet/how-can-i-view-a-broadband-label","last_verified":"2026-10-12"}],"known_blockers":["WOW! lists no email, mailing address or executive channel on its contact page.","The terms and conditions PDFs load by JavaScript, so arbitration, billing dispute and outage credit terms were not confirmed."],"notes":"DigitalBridge Group, Inc. and Crestview Partners completed their take-private acquisition of WOW! on December 31, 2025 (wowway.com/investorrelations). WOW! also offers mobile service through a partner site (wow.reachmobile.com).","official_domains":["wowway.com"]},"playbooks":{"equipment_return":{"company":{"id":"wow-internet","name":"WOW!","sector":"internet_tv","website":"https://www.wowway.com","account_url":"https://login.wowway.com/"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return by the due date in the return email, by prepaid label or drop box, and get a tracking receipt.","evidence":["shipping receipt with tracking number","equipment serial numbers","return instruction email"],"steps":[{"do":"Use the prepaid label or a local equipment drop box. Return by the due date in the return instruction email.","channel":{"id":"equipment-return","type":"portal","label":"WOW! equipment return help (prepaid label or local drop box)","value":"https://www.wowway.com/help-center/equipment-return","purposes":["equipment_return","cancel_service"],"access":"open","notes":"The return due date is in the return instruction email. Returns can also be started in My Account.","source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"}},{"do":"When shipping, get a receipt with tracking details from the associate. Allow 5-7 business days for the return to show on the account."},{"do":"If an unreturned equipment fee appears after that, give the tracking number and ask for removal.","channel":{"id":"support-chat","type":"chat","label":"WOW! live chat (billing, connection issues, technical support)","value":"https://www.wowway.com/support/contact-us","hours":"7:00am to 11:45pm ET, 7 days a week","purposes":["billing_error","service_outage","equipment_return","cancel_service"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"WOW! account inquiries and troubleshooting","value":"+1-866-496-9669","hours":"Billing and general 8:00am to 8:30pm ET, 7 days a week; technical support 24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"WOW! live chat (billing, connection issues, technical support)","value":"https://www.wowway.com/support/contact-us","hours":"7:00am to 11:45pm ET, 7 days a week","purposes":["billing_error","service_outage","equipment_return","cancel_service"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"WOW! equipment return help (prepaid label or local drop box)","value":"https://www.wowway.com/help-center/equipment-return","purposes":["equipment_return","cancel_service"],"access":"open","notes":"The return due date is in the return instruction email. Returns can also be started in My Account.","source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"},{"id":"terms-and-conditions","type":"portal","label":"WOW! terms and conditions (internet, cable and phone terms of service, pricing policy)","value":"https://www.wowway.com/experience/terms-and-conditions","access":"open","notes":"The terms load as PDFs by JavaScript; the text could not be read by automated fetch.","source":"https://www.wowway.com/sitemap.xml","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Equipment must be returned by the due date listed in the return instruction email to avoid unreturned equipment fees; after receipt it can take 5-7 business days to show as processed.","issues":["equipment_return"],"source":"https://www.wowway.com/help-center/equipment-return","last_verified":"2026-10-12"},{"kind":"contact","claim":"Once a customer has an internet plan, its broadband label can be viewed in the Online Account Manager.","source":"https://www.wowway.com/help-center/internet/how-can-i-view-a-broadband-label","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"WOW! account inquiries and troubleshooting","value":"+1-866-496-9669","hours":"Billing and general 8:00am to 8:30pm ET, 7 days a week; technical support 24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"WOW! publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"WOW! lists no email or mailing address for complaints; a chat transcript is the written record.","channel":{"id":"support-chat","type":"chat","label":"WOW! live chat (billing, connection issues, technical support)","value":"https://www.wowway.com/support/contact-us","hours":"7:00am to 11:45pm ET, 7 days a week","purposes":["billing_error","service_outage","equipment_return","cancel_service"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration notice details were not confirmed; read the internet terms of service PDF."}],"known_blockers":["WOW! lists no email, mailing address or executive channel on its contact page.","The terms and conditions PDFs load by JavaScript, so arbitration, billing dispute and outage credit terms were not confirmed."],"security":{"official_domains":["wowway.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DigitalBridge Group, Inc. and Crestview Partners completed their take-private acquisition of WOW! on December 31, 2025 (wowway.com/investorrelations). WOW! also offers mobile service through a partner site (wow.reachmobile.com).","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"WOW! account inquiries and troubleshooting","value":"+1-866-496-9669","hours":"Billing and general 8:00am to 8:30pm ET, 7 days a week; technical support 24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"WOW! publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"WOW! lists no email or mailing address for complaints; a chat transcript is the written record.","channel":{"id":"support-chat","type":"chat","label":"WOW! live chat (billing, connection issues, technical support)","value":"https://www.wowway.com/support/contact-us","hours":"7:00am to 11:45pm ET, 7 days a week","purposes":["billing_error","service_outage","equipment_return","cancel_service"],"source":"https://www.wowway.com/contact-us","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration notice details were not confirmed; read the internet terms of service PDF."}],"security":{"official_domains":["wowway.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"dossier":null,"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}