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Phone problems for cable/Internet provider

Updated: December 22, 2012 6:28AM



If you’ve tried to call WOW about your cable, Internet or phone service the last week or so, you might have run into a busy signal.

A note on Wide Open West’s website states, “Apologies to all of our valued Customers! We know the last few days have been difficult for you to reach us as we work through a major system upgrade. The extended wait times and system difficulties are not typical of the way we do business and we are working day and night to fix the remaining issues and return to providing you with the excellent customer service you have been accustomed to from WOW.”

According to WOW Senior Vice President Calvin Fee, the system in question handles billing, and issues have impacted the ability for WOW to “talk to its equipment,” meaning leaving messages through its own lines of communication directly with customers.

People with questions about their bills having been flooding the system’s 866 numbers, Fee said. On top of that, the company recently had two fiber-optic line cuts in the Chicago area and another such cut in a different region.

Fee said WOW is on the back end of the problem, and he expects operations to be back to normal in the next week or two.

The best way to get through to the company now is through its website, email, its Facebook page or its Twitter account, Fee said. There is an office for the company at 1030 National Parkway, Schaumburg.

“If you have to speak with a representative, there may be times during the early mornings or late evenings where our wait times are shorter,” the note on the website states.



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