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Billing and collection errors
By -

CHARLESTON,, SOUTH CAROLINA -- Every once in a while you have the pleasure of doing business with a company that is run by a group of people that really know what they are doing. There are procedures and safeguards to ensure that all problems are identified quickly and fixed in a timely manner. All communications are checked for accuracy, the staff is courteous and helpful. Billing is handled efficiently and all the paperwork is designed to ensure that the client is kept fully abreast of any conditions that may affect their experience with the company. Unfortunately, Knology fails on all of the above.

We had an inkling that things might be screwy with Knology when our service was interrupted for non payment of a bill. We had no idea that there was a problem with the account and were kind of baffled when the service was interrupted. We asked Knology why there was no phone call to discuss the problem, they hemmed and hawed and finally said they left a message on our 800 number. Folks, let me be the first to tell you, I don't have an 800 number.

To make things even more interesting, we had paid the bill over the internet and had a confirmation number. So my wife calls customer service only to be told by the charming cubicle dweller, "Well, sweetheart, you must not have had no money" even after she knew that we had a confirmation number and we had plenty of money in the bank. So, we do get the service reactivated and receive the next month's statement. Lo and behold, there is a $30 fee for the supposed bad check for the payment that we made over the internet.

We contacted our bank and they assured us that there was no way that there could have been a problem with the payment clearing. Knology couldn't care less and if their computer says we owe the money that is it, end of story as far as they are concerned.

So about this time we are a little ticked off and are dealing with some other Knology issue when the salesman from Comcast knocks on our door. Needless to say, we switched to Comcast and I wish I could say that the story clears up here. Nope, things only go from bad to worse.

Now in order to switch our existing telephone numbers from Knology to Comcast we have to have a zero account balance. This is taken care of and we are now in the Comcast fold and happy to be rid of Knology. But, we are not truly rid of Knology. Knology decides that we need to pay for a month of service that took place in the August billing cycle. Mind you we dropped the service on May 2nd. But somehow Knology has decreed that we owe for a month of service that took place well after we dropped them.

It doesn't matter that we have statements showing a zero balance. It doesn't matter that the new bill clearly shows that the new charges are for services from Aug 1-31. Knology account reps have tried to explain the charges away by saying that they are related to late fees and service charges. I find that hard to believe especially considering that the fees are identical to the fees we were being charged for our monthly services and they are clearly marked as monthly service fees on the bill. What is up with these guys? Now they have turned over our account to a collection agency.

When we informed the collection agency about the obvious error we are told that the only thing they can go by is what Knology tells them so pay up or they will damage our credit. The reality of the situation is that my credit is great and have been able to secure low interest loans and credit cards. Nowadays, a ding to your credit score allows the issuing agencies to raise your interest rate to the highest allowed by law. It doesn't have to be a fair and accurate report to trigger the rate increase either.

So, the way I see it these folks are in a position to blackmail us with the threat of higher payments on other bills for a long time or fork over the money they say we owe. There ought to be a law against this type of chicanery is all that I can say.

Anyone else out there have a similar story to tell? If this problem is widespread perhaps there could be some kind of class action suit brought against this group to make them think twice about pulling this kind of stunt on other people. Watch out for these guys.

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Poor Service
By -

I should have looked at these reviews before choosing Knology. I respect the one person who said they were pleased with Knology because the company worked with them in reducing their payments. However, that doesn't fix the fact that the service is shoddy and they are SO expensive!

My husband is in the military and we are stationed in Alabama. When we arrived on base we were given a list of three providers to choose from... and the dish wasn't provided as an option. I contacted Knology and scheduled a time for them to come out and hook up our service. Because our household goods hadn't arrived we were told we had to break up the connection because cable couldn't be hooked up without a TV. I've had other providers hook up the service without a TV and when I questioned this I was rudely informed that every company has their own rules.

It took three times to my house to get all of the rooms hooked up and both of our TV's receiving cable. We received one DvR box with HD and I was excited because we have been overseas for the last four years and this was our first time having a DVR. My parents have a DVR with their satellite service and I figured all were the same... I was WRONG. Our box can hold maybe six 1 hour shows before the hard drive is full. My parents satellite DVR can hold dozens of shows! If you set a timer to record a show you have to have the TV on that channel or it won't record. My parents' DVR will change the channel automatically and record the show.

My other complaint is weekly, sometimes daily I lose service. Sometimes I lose higher numbered channels for time on end and other times the TV will go out completely with a loud static noise emitting as if everything went to fuzz. When I have contacted their office I'm told there isn't anything reported in our area.... the main office is in ATLANTA GA. I'm in AL!!!! They don't communicate with each other when work is being done and it requires 5 calls about the exact same problem to show up as a problem. The problem isn't just the cable. The modem needs to be rebooted at least once or twice a week.

In the four years we were overseas I had to reboot the modem twice.... I've had to reboot this one twice just last week. I'm tired of paying this money for a service that is shoddy at best. We are supposed to be a country of innovations.... I see this country as just money hungry greedy companies who do what they can to get every last penny they can from the consumers.

I've considered lowering our cable to basic and getting rid of the worthless DVR and HD. However, one of my favorite channels is TNT.... it's now coming in extremely fuzzy and reminds me of the reception my parents got with the old bunny ears. If I get rid of HD I lose my ability to watch TNT. I truly believe the companies create these little problems like fuzzy TV and shoddy signals so we will upgrade and have to pay more. Money hungry and pathetic customer service.

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Customer Service and Billing
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AUGUSTA, GEORGIA -- Had a late bill of $50. No disconnection letter sent and when new bill came it was disconnected. I called customer service and NO ONE tried to save the account by offering an explanation. Rude service agents and just a no care attitude.

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Internet Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST PETERSBURG, FLORIDA -- Had to switch to WOW when I moved as Verizon wasn't available. My first clue, when installed they just laid the cable along side the house. Didn't bury it. When confronted said they would have someone out in 2 weeks. Misers coming next day. Upgraded my wifi then exchanged modem, still couldn't get service outside of the room. Called just this week, was told it's not them it's me and I should/could buy a modem on my own. Needless to say I'm switching back to Bright House. Done with WOW!!!

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Clearwater, FL
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Terrible customer service! The Internet and cable goes in and out. Constantly have to send techs out to fix issues and then charges you to do that! One of the tech support guys sat nearly on top of me on my couch and made me feel very in uncomfortable. They constantly overcharge on the bill for no apparent reason. I would give them no stars if it was possible and I will be switching back to bright house ASAP!

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Account Errors that nobody can seem to fix!!
By -

RAPID CITY, SOUTH DAKOTA -- Due to a better deal, in August 2009 I switched cable providers from Knology to the other cable provider in the area. The switch seemed to go well. At the end of August I receive a statement stating that I was to receive a refund of $10.37. I patiently watched my mail box. When the Knology letter did arrive, which was in October, it wasn't a check but a bill for another month's services. I immediately call Knology and explained to them the error and that I should be getting a refund not a bill. They agreed and told me they didn't know why I was sent a bill and said they would check into it and have someone call me back.

Two weeks later I called them back to find out if any progress has been made. Nobody knew anything about was I was talking about and had to start over. After that I started collecting case numbers. After that phone call I expected everything to be cleared up. It wasn't. Fast forward to January 2010. I received a refund check for $10.37, which was the amount of an accidental overpayment on our last bill, and a few days later a notice from a collection agency stating that I owed $781.49 for equipment that I had not returned to Knology.

First off, the only equipment that I had was a standard cable modem which would cost around $50 to purchase, and second, I have the paper receipt that says I returned all equipment. I called Knology again and was told that my case was being sent to a different department and would be cleared up and I would receive a call when it was.

Again, one week later after not receiving a phone call from Knology, I called them and it was still unclear whether or not the errors had been corrected and once again I am left with a new case number and a promised call back. The only good thing I can say is that the customer service representatives have been very polite through this whole experience.

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BILLING ERROR RESULTS IN COLLECTIONS ACCOUNT
By -

KNOXVILLE, TENNESSEE -- I had the bundled service through Knology in 2004. I called to have everything turned off except the cable internet. The following month I was charged the full amount for all 3 services. I Called Knology Customer Service and was told not to pay the bill and that they would correct the issue. I then had all the services turned off as I was moving with the military.

90 Days later I found they had placed the full overcharged amount on my credit as a collection account. I called their CS and paid the full overcharged amount to attempt to salvage my credit. All this accomplished was that it changed to a paid collection which is just as bad as the original.

I deployed to iraq in 2006 and could not continue my efforts to have this removed. I followed up with Knology in 2007 to once again attempt to remedy the issue. I eventually was told by CS that YES I did overpay the account and that they would cut me a check for the overpaid balance (which they did). I asked to have the collection account removed from my credit and was told "sorry we can't do that". I replied by saying that the issue was caused by incorrect billing and that I should not be penalized because of their error and again was told "sorry it's not our policy to remove collection accounts".

Well now I am tired of seeing this on my credit and I wrote Knology to let them know that I will be filing formal complaints with every website that will allow me to post my story. They replied saying that the account is at a 0 balance and to give them a call if I have any other issues. I KNOW THE BALANCE IS 0, I WANT THE PAID COLLECTION TAKEN OFF OF MY CREDIT!!!!

Knology has cost me thousands of dollars in interest hikes over the past 5 years because of THEIR billing and collection errors. It is unacceptable that five years later I am still suffering from Knology's careless billing practices. After doing a quick google search it appears this is a common issue with Knology.

The service, (Telephone, Cable, and Internet) is nowhere near the quality of the leading cable companies. Considering they charge just as much as their competition, there is no real benefit of selecting them over ANY other provider. So in short. I would NEVER recommend this company to anyone. STAY AWAY FROM KNOLOGY!!!!!!!!

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Stay Away From These Fools
By -

SAINT PETERSBURG, FLORIDA -- On Oct. 16, 2004 I returned a cable box, remote, and cable modem to the Knology office in Pinellas Park, Florida and cancelled my account with Knology. I received a receipt the returned equipment. On Nov. 29, 2004, I received a bill from Knology for the amount of $412.10. As I had prepaid for cable/internet services for the entire month of Oct. 2004, the statement listed a credit of $42.71 for the unused partial month of service. It also included a charge of $425 for unreturned equipment and a total of $29.75 for state and county sales taxes.

I submitted an online complaint to Knology explaining that I had returned the equipment. On Nov. 30, I received an email reply from Knology Customer Service apologizing for their mistake and stating that the equipment charge would be removed from my account. I replied to this email and requested that my refund of $42.71 be sent to me. On Dec. 7, 2004, Knology Customer Service replied and stated that a check for the $42.71 was being mailed that day. I received the check and considered the matter closed.

On Mar. 4, 2005, I received a debt collection letter from CMI stating that I owed Knology the amount of $412.10. I do not now and have not ever owed any money to Knology. I have spent nearly 5 months trying to cancel my cable/internet service. It took nearly two months before they finally refunded my $42.71 and they acted like they were doing me a favor by sending it then.

Of course, they expect customers to pay their bills beyond the due date. In addition to causing all this aggravation, they turned my account information over to a collection agency, potentially damaging my credit, to try to collect money that they were not owed. There is absolutely no communication between departments at this company and an extremely high level of incompetence. If you have any choice of cable/internet providers, avoid these idiots.

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Nothing but Greatness
StarStarStarStarStarBy -
Rating: 5/51

SAINT PETERSBURG, FLORIDA -- I have had Bright House and Verizon. Knology offered similar service to BH and Verizon, but didn't try to force up-sale on me. When I know exactly what I want, I expect the representative to do just exactly that. I can understand offering an up-sale once, but don't push it or I will take my business elsewhere.

The price difference between the 3 ISP's is considerable. BH wanted $50+ per month for 10D:1U, Verizon was the same. Knology was $30 for 7D:1U. The internet only loads so fast, if you are not running a web service or downloading copious amounts of torrents, you are paying for speeds you will never use. Knology came to my house and rewired everything for FREE. No contract. $30 a month. The Knology rep's are knowledgeable, I don't have to give them a class on computers. When I call I speak to employees who SPEAK ENGLISH. Good luck with that for Verizon.

Verizon is by far the WORST customer service I have ever had to deal with. The representative had NO IDEA about internet speeds or how ISP's operate. If I go to buy a car, I DON"T WANT TO TEACH THE SALESMAN ABOUT THE CAR. Period. After the 10th time telling the guy I don't want the bundle, I just hung up. BH has good customer service and the rep's are knowledgeable, but it is priced the same as Verizon. When the weather is slightly bad... just a little, the service becomes very poor.

Now some insight for all of you throwing money away: FiOS only adds a few more feet of fiber optics, your computer DOES NOT have a FiOS port, you still use a ethernet cable to your computer or router. To browse the web you need 512k, for 1080p video streaming you need 10Mb down MAX. 7Mb down for me for a game has 144ms latency, that is 0.144 seconds. Not fast enough? If your internet slows down everyone in the neighborhood is likely slow, because of the amount of houses on each "node".

Watch your shows on the web, connect your TV to your computer, or use rabbit ears (if you don't have a lot of channels it is set up wrong) on the TV. (I get A LOT of channels, FREE, football, news, movies, no porn), metroPCS cell phone, router for Wifi. For broadband internet, 2x unlimited phones, and 50 channels of HiDef TV I pay just under $100 a month. 2 computers playing MMORPG's, downloading torrents in the background, and streaming radio, still at 0.2 seconds for latency. YOU DO NOT NEED 50 DOWN AND 25 UP.

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Knology sucks
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAWRENCE, KANSAS -- Unfortunately, I need to give a star rating because I can't give a lesser rating. I wish I could give a negative star rating. For several weeks, I have not been receiving all of my emails, having been notified of such by the senders. I call the phone number, only to be directed by "Automan" to input my phone number, for the purpose which has yet to be determined because after I finally do get to speak with a live individual, I am asked for my phone number. WHY? I already punched that in.

For the umpteenth time, I explain frustratedly that I am not getting all of my emails. I am informed that the email is a free service of Knology, as if that is an explanation for why I am not receiving emails. I have heard so many excuses over the past few weeks, with the blame being placed on everybody but Knology, with the exception of the second to last time. They informed me their server was down and all of the emails were backed up. Hence, that is the reason I received an email 6 hours after it was sent. I have been told by the General Manager that no emails have been lost. Well, if they aren't lost, they have been permanently misplaced.

I wish I had ISP options, but the only option in my area is a dish, which is equally unreliable. Here's a fervent hope that WOW will correct the abysmal service and cavalier attitude pervasive in Knology. It just pisses me off that I have to pay for wholly substandard product and service. The only thing Knology has to offer over their competition is service; and I feel I have been serviced... in much the same way a bull services a heifer. And apparently, I am in the majority of people when I discuss Knology.

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Knology Rating:
Star Half star Empty star Empty star Empty star
1.6 out of 5, based on 16 ratings and
32 reviews & complaints.
Contact Information:
Knology
4506 Dorchester Rd
North Charleston, SC 29405-6847
706-634-6767 (ph)
www.wowway.com
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