New Wave Communications LLC

Refund was made 8/18/We are not sure if Mr [redacted] have received it

Complaint: [redacted] I am rejecting this response because: My cable is STILL NOT working properly ALL channels are grainy and of very poor quality picture I have no idea why you thought that it was fixed Also Channel FOX Illinois doesn't have any volume at all, no sound Sincerely, [redacted] ***

Please see the attachment The account is not showing a refund was given to this customerThe account is showing paid with a balanceWithout any bank information from this customer showing that an extra payment was taken and a refund was given I can only conclude that the account is correct

NewWave Communications would like to sincerely apologize for all of the service issues Mrand Mrs [redacted] have experienced with our company During the month of August, we experienced service related problems in the Vandalia area This was due to fiber lines that were cut by another company, which ultimately caused all of our customers cable, internet and phone to be interrupted The technical operations manager of the Vandalia area sent a technician to the home of Mr [redacted] on Tuesday, September 13th to check the lines and to make sure that all services are working properly [redacted] , the customer service manager, followed up with Mr [redacted] to ensure that all services were working fine now On 8/31/16, we were able to provide Mr [redacted] a credit on his bill in the amount of $for the service issues NewWave Communications always strives to make sure our customers are 100% satisfied with their services that we provide We are truly sorry for the inconvenience of the missed services and the time it took away from the customer to contact us regarding this issue We hope Mr [redacted] does not experience this again

Contact Name and Title: [redacted] CSM Contact Phone: [redacted] Contact Email: ***@newwavecom.com Contacted Mr [redacted] and set up trouble call ticket to investigate the complaintOur end looked good but per the customer request we changed out his modem for a different oneThis satisfied the customer and customer was told to call back in if still having issueCustomer has not called back in as of this time

I have made a $payment since I have submitted my complaint which leaves a $BalanceI would like the full $refund and credit due to our troubles over the past yearsI feel that since Newwave has yet to communicate to the complaint they are admitting to fault in this case

Complaint: [redacted] I am rejecting this response because: at the time of this service I was not a customer with this businessI did recieve the refund back from this companyThank you for helping me Sincerely, [redacted] ***

We have a [redacted] in our records, but don't have that addressWe will need the address where the service was provided to give a response

The speed sold is “up to” and is not guaranteed 24/while it our goal to continue to expand and upgrade our network during peak periods some customers may have a different experience than during non peak periodsNewWave's residential internet service is provided free of contract commitmentIf a customer is unhappy with the NewWave's services, for whatever reason, they are able to disconnect without incurring early termination feesThat being said, NewWave has, and will continue, to do its absolute best to resolve any issues reported by its customers, who are the utmost priority of NewWave

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Contact Name and Title: [redacted] GM Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @newwavecom.com Mr. [redacted] , being a truck driver, never knew when he would be called out on the road, this is why he had a number of trouble calls not... completed, in that, he was not there many times when the service man visited his home. Service credits and late fees were removed for his pending issues and past due payments that were late. We found that the service line feeding his home was shot with shotgun pellets and took us several tried to isolate the problem which only happened when adverse weather occurred. We found the problem and corrected the problem on 1/15/2016

Complaint: [redacted] I am rejecting this response because:NewWave Clearly did double charge me for my monthly billI was billed May and May On May 16, I was refunded the extra chargeI'm disappointed to see NewWave continue to deny an extra charge when they've already deposited the error back to my accountI feel they should at least accept their error Sincerely, [redacted]

NewWave Communications would like to sincerely apologize for the issues that Ms [redacted] experienced with us We are very happy to know that Ms***'s cable is now working properly We strive to make sure that our customers receive 100% satisfaction with their services We have given Ms [redacted] a credit in the amount of $for the cable channels she was having problems with We would like Ms [redacted] to reach out to us at anytime if she ever experiences a problem in the future

I would like to keep service but cannot if they will not help with connection issues not being able to use the service due to lines constantly being down( atleast that is what support has been telling us) if lines are a issue that's not entirely our faultI would like to keep paying and using the service and will work anyway possible to keep using thier service

Final Consumer Response / [redacted] (2000, 7, 2016/02/02) */ Thank you so much for your assistance in this matterI received a call today from the company and all went as I had hoped [redacted] was very apologetic and handled the matter quickly and professionallyI appreciate your outlet for consumers like myself who need a larger voice to be heard Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ NewWave Communications would like to sincerely apologize for any inconvenience that we have caused Mr [redacted] On 12/30/14, Mr [redacted] paid for his basic cable services for the entire year of via Mastercard in the amount of $Mr [redacted] is correct that he did pay the full amount for his cable services for the year However, Mr [redacted] did not pay for the broadcast surcharge fees, which are billed in November of each yearLast year on 1/2/14, Mr [redacted] paid his cable services in full in the amount of $via DISCOVER for the yearIn addition, he paid the broadcast surcharge fees in the amount of $via VISA card on 11/4/On 10/29/14, Mr [redacted] called in to NewWave Communications and was informed at that time why he was being billed for $It was explained to him at that time that our broadcast surcharge fees are billed in OctoberIt is the same scenario for this year as wellMr [redacted] paid for his core service for an entire year for and was again billed for the broadcast surcharge fees in October of in the amount of $The broadcast surcharge fees significantly increased in On 12/1/and 12/3/14, a NewWave Communications agent attempted to reach out to Mr [redacted] to inform him of the broadcast surcharge increaseAttached is the bill that Mr [redacted] received in the amount of $as well as the customer comments that the agent who attempted to contact Mr[redacted] placed in his accountAgain, we would like to sincerely apologize to Mr [redacted] for the inconvenience this has caused himUnfortunately, we are unable to credit any of these charges for himWe value Mr [redacted] as a customer of ours and hope that he can understand the charges

Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: ***@newwavecom.com we have given this customer a package now with a discount that will honor the rate she was allegedly given for the months customer has been notified and was happy with the result

(The consumer indicated he/she DID NOT accept the response from the business.) It seems Newwave is taking advantage of a small town of 2,people in Veedersburg, IndianiaI have read other reviews of people in the area and the same thing is happening to them alsoTheir solution to their very poor service is send a tech out and give you a new modemI also had problems dealing with customer service and do not wish to talk with them anymoreI got expensive direct TV, because the internet was not dependableOutages and slow speed produce problems while trying to watch Amazon or NetflixThis is just not happening to me, it is happening to a lot of peopleThose people had also experienced almost exactly the same con Newwave says and does to almost everyone in VeedersburgI am not afraid to stand up for my rightWhat the tech says about the company is very trueHave an interview with the tech without firing a good workerYou can watch Netflix with around MBPS for hd and my speed I received was way lower than that most of the timeI had MBPS and then switched to MBPS and the speed was betterMaybe they do this to make you spend more moneyI am feet from my modem, that is to people holding hands sideways arms stretch out and there horrible modem/router does not go farEven wired in these speeds are slow and sometimes go outfeet away almost a person's arms stretched out the speed is almost the same on wi-fi, but is not as dependable or as fast as being plugged in to the modem directlySo if you run Ethernet wires to everything you might get the internet to work most of the timeThere is no Ethernet hook up to smartphonesDoes this company Newwave not care to honor these speeds or service or do they know they can get away with a quarter of the service for the full chargeI was so relieved that this is what Newwave does to everyoneSame horrible processThis is how the company wants you to speed test their service, plug directly to the modem via Ethernet then go to speedtestnewwavecom.com then select IllinoisThen also ookla speedtest and select StLouis, MissouriAlmost nothing on the internet you use will not come from thereOnly company I saw do thisThis is very sadIf I had a direct connection like this it would be great for all my internet useI also read that businesses or work at home online is impossible with Newwave internet service

Initial Business Response /* (1000, 10, 2015/09/10) */
Per Customer Service Manager, *** *** NewWave Communications has been waiting for a response from Mr*** to see if he is still having issues with his internetIt does appear that Mr*** is no longer experiencing internet issues
On 8/31/15, Mr*** upgraded to our 100meg internet serviceWe were also able to give Mr*** a month free of internet service in the amount of $in AugustMr*** is welcome to call NewWave Communications at any time he is not satisfied with his serviceWe appreciate Mr*** as a customer and look forward to servicing him for a long time

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@newwavecom.com
On behalf of NewWave Communications, I would like to sincerely apologize for the inconvenience this has caused Mr***The refund in
the amount of $should have been mailed to Mr***'s home several weeks ago as he was promisedOn 9/9/15, I resubmitted a refund request to the credit departmentOn the same day, I received notification from the billing and credit department that the refund request in the amount of $has been approvedMr*** will surely receive his refund check in the amount of $in the mail within the next weeksAgain, I am sorry for all of the inconvenience this has causedMr*** is welcome to call my direct line at any time to discuss this casePlease let me know if there are any other questions or concerns
Sincerely -
*** ***
Contact Center Administrative Assistant
XXX-XXX-XXXX

I found this through google*** * *** *** *** ** ***