WOW! Business FAQs
Business Services FAQs
WOW! announced it has entered into two separate definitive agreements to sell five of its service areas - Cleveland and Columbus, Ohio service areas and Chicago, Evansville, Indiana, and Anne Arundel, Maryland service areas:
1. Atlantic Broadband, a U.S. cable operator and subsidiary of Cogeco Communications Inc., has agreed to acquire the Cleveland and Columbus service areas in one transaction.
2. Astound Broadband, a telecommunications holding company, has agreed to acquire WOW!’s Chicago, Evansville, and Anne Arundel service areas.
Who is Atlantic Broadband?
Cogeco is a Canadian telecommunications and media company based in Montreal, Quebec. The company was founded in 1957 and has about 3,800 employees. In addition to providing internet, cable and phone services to residential and small businesses in Ontario and Quebec, it is the 8th largest hybrid fiber coaxial cable operator in North America operating in the U.S. through its subsidiary, Atlantic Broadband. Atlantic Broadband operates in 11 East Coast states from Maine to Florida. The company is listed on the Toronto Stock Exchange using the ticker symbol, CCA. Purchasing WOW!’s Ohio markets helps Atlantic Broadband stretch their footprint further west and compliments their operations in eastern Pennsylvania.
Who is Astound Broadband?
Astound Broadband, a telecommunications holding company, provides internet, cable and phone services under the brand names, RCN, Grande, Wave and enTouch. Astound, under the RCN brand, currently operates in Boston, Chicago, Lehigh Valley, New York, Philadelphia and Washington, D.C. Additionally, RCN’s service area in Chicago and in the Anne Arundel area complement WOW!’s footprint, providing enhanced customer support and more options.
What will change for WOW! Business customers as a result of these sales?
As we work to close the transaction with Atlantic Broadband and Astound Broadband over the next several months, we will continue to support all WOW! customers with super-fast, reliable services and award-winning customer care.
Our teams will work to establish plans for the migration of customers in our Cleveland and Columbus, Ohio, service areas and our Chicago, Evansville, Indiana, and Anne Arundel, Maryland, service areas to become customers of Atlantic Broadband and Astound Broadband. We’ll provide updates at wowforbusiness.com as they become available.
Why is WOW! selling these service areas?
The transactions will generate significant proceeds for WOW! and create meaningful financial flexibility allowing the company to:
1. Pursue investments in serving new markets
2. Expand commercial opportunities as part of our broadband first strategy
3. Expand the company’s position as a trusted provider of fast, reliable, and affordable broadband products and services
When will this transaction be complete?
The transaction is subject to standard regulatory reviews and approvals and that will take several months to complete. We expect the sales to close in the second half of 2021.
My business is in one of the impacted service areas. Am I still a WOW! customer?
Yes. Until the transactions close, you are still a WOW! customer. As we work to close the transaction with Atlantic Broadband and Astound Broadband over the next several months, we will continue to support all WOW! customers with super-fast, reliable services and award-winning customer care.
Once the transition is complete, customers in impacted service areas will be in excellent hands; Atlantic Broadband and Astound Broadband share our employee and customer-centric culture.
How does this sale impact my business?
Until the transactions close, you are still a WOW! customer. As we work to close the transaction with Atlantic Broadband and Astound Broadband over the next several months, we will continue to support all WOW! customers with super-fast, reliable services and award-winning customer care.
Once the transition is complete, you, your business, and your customers will be in excellent hands; Atlantic Broadband and Astound Broadband share our employee and customer-centric culture.
How will WOW! Business customers benefit from these transactions?
We will continue to provide super-fast, reliable services and award-winning customer care in WOW!’s remaining 14 markets in Alabama, Florida, Georgia, Michigan, South Carolina, and Tennessee. We’re excited for the opportunity this sale creates for continued growth and investment in our network and in the customer experience.
For customers in impacted service areas, with Atlantic Broadband and Astound Broadband, WOW! has found good stewards for our operations. Both companies share our employee- and customer-centric culture and values.
What happens when my contract expires?
We are still working to finalize details of the transaction with Atlantic Broadband and Astound Broadband. Your account manager will keep you updated as relevant information becomes available.
Will my day-to-day contact at WOW! change? Who should I contact with questions about the transactions?
Your WOW! team is still available to provide award-winning customer service via your Account Manager.
We are still working to finalize details of the transaction with Atlantic Broadband and Astound Broadband. Your account manager will keep you updated as relevant information becomes available.
What will the technical transition look like and when will it begin?
The transaction is subject to standard regulatory reviews and approvals and that will take several months to complete. Your account manager will keep you updated as relevant information becomes available.
Will customers be required to sign a new agreement with Atlantic and or Astound to replace the current contract?
No. Current WOW! contracts will be honored until their existing expiration date, at which time, a new contract will be required.
Will the customer's business be impacted with any downtime during the transition?
It is all parties' goal to provide a seamless transition. These transactions do not impact the reliability of WOW!’s network.
Will Atlantic Broadband and/or Astound Broadband honor the business service contracts?
If the contract is exclusive to one market, meaning the contract does not relate to multiple markets, it will transfer.
Will my customer service experience be impacted?
Until the close of sale in the second half of the year, you remain a WOW! customer and can expect the same level of customer care and support.
Atlantic Broadband and Astound Broadband will be good stewards for our operations. Both companies share our employee- and customer-centric culture and values and you can expect excellent customer care and support.
Robocall Blocking & Caller ID Alert FAQs
What is Robocall Blocking and how does it work?
A robocall is a SPAM call that is typically placed by an automated system but can also be manually dialed. All of WOW! voice services now include a Robocall Blocking feature at no additional charge. This Blocking Feature automatically blocks calls determined by WOW! and identified by industry sources to likely be fraudulent, solicitous, or SPAM from reaching your phones. Calls from telephone numbers that have made an abnormal number of attempts to reach WOW! customers may also be blocked. Though it's not common, there is a risk that the Blocking Feature will block legitimate calls.
Call us at 1-855-940-4969 or send an email to [email protected] to report a number that may have been blocked in error.
Effective June 30, 2021, Robocall Blocking was automatically enabled for all WOW! voice services customers. Should you wish to opt-out of Robocall Blocking, please contact us at 1-855-940-4969, and we will be happy to assist you.
How do I opt out of Robocall Blocking?
Effective June 30, 2021, the Robocall Blocking feature is now active for all WOW! Voice Services. Robocall Blocking will automatically be enabled for any new WOW! voice service customers as well. Should you wish to opt-out of Robocall Blocking, please contact us at 1-855-940-4969, and we will be happy to assist you.
With the Robocall Blocking feature, how do I report a call blocked in error or a fraudulent call that was not blocked?
Please call us at 1-855-940-4969 if you believe a legitimate call has been blocked in error or to report a number you believe should be blocked, contact us at [email protected]
What does “Potential Spam” mean when we receive this message on our Caller ID with an incoming call?
WOW! has implemented new analytics in our network to help protect our customers from being inundated with SPAM calls. If you receive a “Potential Spam” or “Potential Scam” alert on your Caller ID, these calls have been determined to be potentially fraudulent. If an incoming call is clearly identified as fraudulent in our analytics engine, the call will be blocked and will not even reach your phones.
The new Robocall Blocking and Caller ID Alerts have improved the value of my voice services immensely. Will I see an additional charge on my invoice for these new features?
No, you will not receive any additional charges for these new features on your invoice. At WOW! we want to do everything in our power to deliver voice services to meet your needs and to put a stop to the relentless receipt of fraudulent calls. We hope you enjoy the option to screen calls with a Caller ID alert and benefit from the reduced disruption to your business by no longer receiving verified fraudulent calls.
Business Internet Service FAQs
Will my cable modem work with WOW!?
For the best experience, we recommend using WOW! supplied equipment. Whether or not your
cable modem will work with WOW! service is determined by its DOCSIS version. While several
versions of DOCSIS modems are available, WOW! will only support modems that are DOCSIS 3.0
or 3.1 compliant as they incorporate up to date technology.
A DOCSIS 3.0 or 3.1 cable modem can be used for some WOW! Internet speeds, but
customer-owned modems may not be capable of getting our full Internet speeds.
For guidelines on using your own modem with WOW! Internet,
Why can’t I connect to the Internet?
A simple reboot of the modem, computer and router can sometimes fix this issue. Unplug the
power to the modem and computer. If you have a router, unplug the power to the router also.
After unplugging the power to these components wait one minute then restore power to the
individual components. Restart your computer. If this doesn't resolve the issue, call
WOW! Business Support.
What is the process to upgrade my Internet connection speed?
It's very easy. Simply call your local Business Account Representative or
WOW! Business Support. Often upgrades
can be handled over the telephone and can be completed in 24 hours.
How do I get more email accounts or a larger email box?
Additional accounts are available by simply calling your local Business Account Manager or
WOW! Business Support. If more storage
space is required, WOW! Business offers expanded storage options as well.
What is a Firewall?
A firewall is a piece of hardware or software that helps protect computers and other devices
in a network from outside access and threats. Designed for a network Firewalls environment
to monitor, allow/deny, and log inbound and outbound activity according to the security
policy configured for the firewall. Depending on the number of users in your business, the
type of firewall you need will vary.
What is Spyware?
Spyware is software that's intended to take partial control of ones computer system, usually
for the benefit of a 3rd-Party. This software typically is used to monitor a users
web-browsing for marketing purposes, redirect a user to an advertisement site, or theft of
What is an Ethernet cable?
An Ethernet cable, more commonly known as CAT-5 cable, is high-signal integrity cabling
known for its speed capabilities of 100Mbit/s. This is typically the type of cable that
connects a Cable/DSL modem to your computer or to your router.
What is an email application and what are different email applications?
An email application is 3rd-party software that allows one to send and receive email from
their desktop instead of using a Web-based mail utility. Examples of email applications are
as follows: Outlook, Outlook Express, Mozilla Thunderbird, and Eudora.
What is FTP?
File Transfer Protocol. This is an application-layer protocol that allows a user to transfer
files from his/her own computer to another computer using a 3rd-party FTP Client.
How many computers can I connect to my cable modem service?
As many as you need. WOW! Business provides the cable modem and you can network as many work
stations as needed by connecting the modem to a router. We would be happy to recommend local
companies that sell and service routers.
Is my connection shared?
All connections to the Internet are shared at some point. Since all connections are shared,
providing a high speed Internet experience depends on your ISP's network capacity,
scalability, and overall architecture. Our network, locally, and our gateway to the Internet
are designed to be highly scalable, providing increased network capabilities as demand
Is my WOW! Business cable modem Internet speed guaranteed?
We deliver quality service and closely monitor our network to ensure maximum performance.
However, the consistent delivery of speed varies based on many factors, including customer
specific equipment configurations, potential network congestion during peak loads and
Internet activity beyond the WOW! Business network. Therefore, actual customer speeds may
vary and cannot be guaranteed.
Can I choose a Dynamic IP or Static IP with WOW! Business Internet service?
Yes, the choice is yours. WOW! Business provides a Dynamic IP address or a Static IP with
Internet service. A Dynamic IP address will be assigned unless you request a Static IP
Why would I want a Dynamic IP?
Dynamic IP is the default IP setting on most computers, making network configurations
simpler. Additionally, if outside users do not need to access your network, a Dynamic IP
will likely satisfy your business' needs.
What is a Dynamic IP?
Dynamic IP is a numeric Internet Protocol (IP) address that is temporarily assigned to your
computer or modem only for a specified duration. A Dynamic IP often changes on your computer
between Internet sessions as opposed to a Static IP that does not change.
What is the difference between a Dynamic IP and Static IP?
Static IP does not change when you log onto your WOW! Business modem, whereas a Dynamic IP
may change between sessions. A Static IP is a numeric, fixed Internet Protocol address
always associated with your computer.
Is the speed of WOW! Business Cable Modem Service comparable to DSL?
WOW! Business Cable Modem service is consistently fast no matter where your business is
located, whereas DSL service typically gets slower the farther your business is located from
the telephone company's central office. Accordingly, even if the local DSL provider
advertises high speeds, these speeds may not be available in your area. Even if you are
located in the heart of a DSL service area, it's unlikely that your local DSL provider can
offer the same peak download speed performance available from WOW! Business.
Business Phone Service FAQs
What's the difference between Business Lines and Centrex Lines?
With a Business Line, you are able to simply pick up the telephone and dial a number. With a
Centrex Line, you must first dial "9" to get and outside line before dialing a number.
Telephone features on Business Line must be ordered a la carte. Centrex Lines include Call
Forwarding, Call Transfer, and Three-Way Calling on each line. Currently, Centrex is only
available in Evansville.
How do I find out about advertising my company in the Yellow Pages and the White
You can check your local phone book for Yellow Pages advertising information. WOW! Business
does not publish a telephone directory. With WOW! Business as your telephone provider, your
information will still appear in the Red Pages of the local phone directory, unless you
specifically request a non-published or non-listed directory number.
Does WOW! Business sell telephone systems?
In select markets. WOW! Business offers Hosted VoIP and Matrix Hosted VoIP service. These
services provide customers with a cloud-based / virtual phone system.
Business Cable TV Service FAQs
How do I reboot a digital or HD receiver box?
Push and hold the power button until the word "boot" is displayed on the receiver display.
Release the power button after the word "boot" is displayed.
When the time appears on the receiver box display, turn on the receiver box.
Pioneer or Passport will be displayed on the television monitor.
Once Pioneer or Passport is gone, the picture should return.
If the issue persists, please contact WOW! Business Support at 1-888-969-4249.
Does WOW! Business offer high-definition television? Does it require specialized
WOW! Business is proud to offer crystal clear high-definition television. A high definition
set-top box is necessary to receive high-definition programming.
What is Secondary Audio Programming (SAP)?
A secondary audio program (SAP) service is carried alongside a television channel as an
alternative to the standard audio that accompanies the video portion of a program. Listeners
can choose this secondary audio signal through either a television, a stereo VCR equipped to
receive SAP signals, or a special SAP receiver. A portable SAP receiver allows traveling
individuals to catch all the audio from their favorite television show. The SAP feature
allows a TV station to broadcast other information to the viewer through the audio receive
system. That other information could be the same program audio in another language, or
something completely different, such as weather information or Descriptive Video Services
(DVS) for the visually impaired. DVS is a service where a narrator describes the action of a
scene during pauses in the dialogue. Audiences can hear that an actor sadly buries his face
in his hands, for example. As another example of S.A.P. application, ABC regularly provides
Spanish audio commentary during "World News Tonight" and "Monday Night Football" as well as
other selected sporting events and specials. They do this using the Secondary Audio Program
(SAP). Viewers who had the SAP feature turned on could hear the game in Spanish.
Why I am only getting sound in Spanish (SAP)?
If sound is in Spanish, click settings on remote.
Click more settings (yellow triangle on remote).
Arrow down to the Language heading.
Highlight SAP, arrow to the right.
Choose Accept (yellow triangle on remote).
Press select on the remote.
WOW! Digital Adapter FAQs
What is a Digital Adapter?
A Digital Adapter is a one-way video device that allows an analog TV to display channels
that have been transmitted to the home in a digital format. The Digital Adapter has a "Cable
In" and "To TV" output only. Your TV watching experience should be the same on that TV as it
is today. The Digital Adapter does not support any advanced video services. The Digital
Adapter comes with an easy-to-use remote control and is much smaller than current receiver
How do I know if my TV needs a Digital Adapter?
If your TV currently has WOW! digital equipment (a WOW! Standard Digital Receiver or HD
Receiver), you do not need a Digital Adapter for that TV.
Can I use this Digital Adapter with a VCR or DVD player?
Yes. For installing with a VCR, please refer to the additional setup options in the Quick
Start Guide included with your Digital Adapter. No changes should be required for use with
DVD, Blue Ray or gaming devices.
How do I program my VCR to record using a WOW! Digital Adapter?
To record a program using your Digital Adapter and VCR:
Set your VCR to record channel 3 for the time the program is airing.
Tune the Digital Adapter to the channel you want to record.
The VCR can only record the channel that your Digital Adapter is tuned to. To record
different programs at different times, you will need to change the channel on your Digital
What if I have TVs connected to retail converter boxes received as a result of the FCC's
2009 Digital TV Transition?
TVs using one of these retail converter boxes are able to receive over the air TV signals,
and do not receive WOW! Cable channels. If your TV is connected to WOW! co-axial cable, you
need to have a WOW!
My Digital Adapter remote stopped working, loses its programming or won't power
If your remote loses its programmed codes, try replacing the batteries with high quality
Alkaline batteries. When replacing the batteries, try not to push any buttons, and the codes
should remain intact.
How does location-based advertising work?
Location-based ads are displayed based on the zip code, including the last four digits,
location of your Internet modem. For example, if a local restaurant wants to offer coupons
to customers who live in a certain zip code area, location-based advertising allows them to
display their online ads to Internet customers who actually live in that zip code area.
Does WOW! sell information to the presented advertisers?
No. Your personal information is completely safe and at no time does an advertiser even know
which customers receive their ads online. Our location-based advertising program is based on
a double-blind system - which means that neither the advertiser nor the ad network which
sells the ads ever has access to your personal information.
Do location-based ads look different from other online ads?
Not necessarily. Location-based ads may look just like any other online ads. They are NOT in
addition to ads you would already see; they will just replace ads that would otherwise
appear on your screen. You might find location-based advertising more relevant to you
because it allows merchants to offer discounts and promotions based on your specific
How is this different from behavioral online advertising?
Unlike behavioral advertising, location-based ads have nothing to do with your Web surfing
history. If you see a location-based ad, it’s only because that advertiser has selected your
zip code as an area they want to target.
How do I opt out of this service?
If you choose to opt out of location-based advertising, visit wowway.net and log in to
manage your opt-out preferences.
If I opt-out, can I opt-in later?
Yes, you can change your opt-out status at any time by visiting
Does WOW! endorse any of the advertisers?
No, we do not endorse any of the advertisers who purchase display ads through this
location-based system. Due to the nature of the double-blind system, we have no knowledge of
which advertisers utilize location-based advertising.