New Wave Communications LLC

I have made a $176 payment since I have submitted my complaint which leaves a $176.50 Balance. I would like the full $352.50 refund and credit due to our troubles over the past years. I feel that since Newwave has yet to communicate to the complaint they are admitting to fault in this case.

I have just credited the account for $77.99 which covers the entire month of service. If he has any other problems after the credit is applied, please call right away so we can address it immediately.

Initial Business Response /* (1000, 7, 2015/10/20) */
NewWave Communications would like to sincerely apologize for the inconvenience that Mr. and Mrs. [redacted] has experienced with their bill. When Mrs. [redacted] called in to NewWave Communications on 9/22/15, the bill was in fact $27.94. ...

However, a new bill was generated after the services were disconnected, leaving the customer with a total balance of $0 after the $7.99 late fee was reversed. Mr. [redacted] is now a former customer and has a balance of $0. If Mr. [redacted] has any other issues or concerns, please have him call at anytime by using our toll-free number at X-XXX-XXX-XXXX. Again, NewWave sincerely apologizes for the miscommnication.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The ONLY reason I say no is due to their response not being true. The account balance is in fact 19.51 not $0.00. Now, we don't have a problem paying the amount due even though it still isn't what it should have been. There never should have been any sort of late fee placed on our bill when we cancelled services before the bill was even due and told not to pay it due to they would be sending out a pro rated bill. Then speaking with them on the due date to confirm again about the pro rated bill that still hadn't been sent. We aren't trying to get out of paying what is due by any means, but if this has happened to us, then we are pretty sure it has happened to others. Had the response been truthful on the amount owed on the account, we would have said yes, but we also feel it is important for companies to be HONEST with customers. Money isn't easy to come by for most and for those, every penny counts. All we wanted from this was a true amount due not over half of a 31 day cycle bill for only having service for 10 days. We hadn't even seen a late fee on the bill until after we tried again to get this resolved and the representative removed the late fee. Again, the only reason we say no, is due to the response not being a true and accurate response. Honesty goes a long way with most people. We are glad they did respond even if it isn't an honest and true response. And we did check the account online to verify this before submitting our response to accept or not. Thank you for all your help, it is truly appreciated.

Initial Business Response /* (1000, 10, 2015/09/15) */
NewWave Communications would like to sincerely apologize for all of the inconveniences Mr. [redacted] has been experiencing with his internet service over the last several months. Over the last 30 days, there have been cable technicians that...

have went to Mr. [redacted]'s home to seek out the internet issue. Mr. [redacted] stated that he was experiencing slow speeds during peak hours. On 9/14/15, another techician went to Mr. [redacted]'s home. Monique Lusk, Customer Service Manager, reported the following: "Main technician rolled again on this one today. Customer is good now. Customer was using a wrong speed test site Tech ran tests on 5 sights today 4 of them showing close to 100 meg and 5 up only 1 showed less and that was the one he was using." For the inconvenience that Mr. [redacted] has experienced, we have given a $25.00 credit to his account. We value Mr. [redacted] as a customer and only want him to experience 100% internet and cable reliability.

Initial Business Response /* (1000, 10, 2015/07/27) */
[redacted]Document Attached[redacted]
There are a few discrepancies in Ms. [redacted]'s complaint. I have attached all of the statements to date. As you can see, Ms. [redacted] was installed in July of 2014, not in January. You will also be able to see...

that Ms. [redacted] was not charged the first month of internet service from 7/28/14 to 8/27/14 and that the $6.00 modem rental charge (which is not included in the frist month free promotion) was paid on 7/28/14, the same day the internet was installed. Ms. [redacted]'s bill is due on the 17th of each month. If the bill is not paid in full upon this date, a late charge of $7.99 is applied to the bill. Reviewing the customers statement shows that Ms. [redacted] has been late 9 times. The $5.00 Administrative Charges that are on the monthly statements are the charges that are applied to a customers account when they are in soft disconnection state, which means their service has been temporarily disconnected due to non-payment. NewWave Communications would also like to address Ms. [redacted]'s concerns regarding her internet service. At this time, we do not see any issues with Ms. [redacted]'s internet. However, we have noticed that there were some issues with the connection in April and May of this year. A $15.40 credit was applied on 4/3/15. We would like to give Ms. [redacted] an additional $25.00 credit to her account for the trouble that she had. If Ms. [redacted] still feels that she is having issues with her internet, a technician will be scheduled to come out and check out the problem. NewWave Communications is open 24 hours per day, 7 days a week. We encourage Ms. [redacted] to call us at anytime.

Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@newwavecom.com
we have given this customer a package now with a discount that will honor the rate she was allegedly given for the 12 months customer has been notified and was happy with the result

The speed sold is “up to” and is not guaranteed 24/7 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 periods. NewWave's residential internet service is provided free of contract commitment. If a...

customer is unhappy with the NewWave's services, for whatever reason, they are able to disconnect without incurring early termination fees. That 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 /* (1000, 5, 2015/06/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@newwavecom.com
Mr. [redacted] services were disconnected on 6/19/15. This left a balance on Mr. [redacted] account in the amount of $52.34. A refund...

request was submitted on 6/24/15. Mr. [redacted] will receive a check in the amount of $52.34 in the mail within the next 4 weeks. Since there is no balance on Mr. [redacted] account, he should not be receiving anymore collection phone calls. Mr. [redacted] is now a former customer. NewWave Communications would like to apologize for all of the inconveniences that Mr. [redacted] experienced while a customer with us. We want to ensure that all of our customers are satisfied. We will certainly address these issues with the Business Sales Manager and Regional Manager of Mr. [redacted]' area to ensure that this never happens again.

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

(The consumer indicated he/she DID NOT accept the response from the business.)
It seems Newwave is taking advantage of a small town of 2,000 people in Veedersburg, Indiania. I have read other reviews of people in the area and the same thing is happening to them also. Their solution to their very poor service is send a tech out and give you a new modem. I also had problems dealing with customer service and do not wish to talk with them anymore. I got expensive direct TV, because the internet was not dependable. Outages and slow speed produce problems while trying to watch Amazon or Netflix. This is just not happening to me, it is happening to a lot of people. Those people had also experienced almost exactly the same con Newwave says and does to almost everyone in Veedersburg. I am not afraid to stand up for my right. What the tech says about the company is very true. Have an interview with the tech without firing a good worker. You can watch Netflix with around 20 MBPS for hd and my speed I received was way lower than that most of the time. I had 50 MBPS and then switched to 100 MBPS and the speed was better. Maybe they do this to make you spend more money. I am 20 feet from my modem, that is 4 to 5 people holding hands sideways arms stretch out and there horrible modem/router does not go far. Even wired in these speeds are slow and sometimes go out. 5 feet 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 directly. So if you run Ethernet wires to everything you might get the internet to work most of the time. There is no Ethernet hook up to smartphones. Does 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 charge. I was so relieved that this is what Newwave does to everyone. Same horrible process. This 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 Illinois. Then also ookla speedtest and select St. Louis, Missouri. Almost nothing on the internet you use will not come from there. Only company I saw do this. This is very sad. If I had a direct connection like this it would be great for all my internet use. I also read that businesses or work at home online is impossible with Newwave internet service.

Initial Business Response /* (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 2015 via Mastercard in the amount of $317.33. Mr....

[redacted] is correct that he did pay the full amount for his cable services for the year 2015. However, Mr. [redacted] did not pay for the broadcast surcharge fees, which are billed in November of each year. Last year on 1/2/14, Mr. [redacted] paid his cable services in full in the amount of $304.29 via DISCOVER for the 2014 year. In addition, he paid the broadcast surcharge fees in the amount of $54.69 via VISA card on 11/4/14. On 10/29/14, Mr. [redacted] called in to NewWave Communications and was informed at that time why he was being billed for $54.69. It was explained to him at that time that our broadcast surcharge fees are billed in October. It is the same scenario for this year as well. Mr. [redacted] paid for his core service for an entire year for 2015 and was again billed for the broadcast surcharge fees in October of 2015 in the amount of $100.52. The broadcast surcharge fees significantly increased in 2015. On 12/1/14 and 12/3/14, a NewWave Communications agent attempted to reach out to Mr. [redacted] to inform him of the broadcast surcharge increase. Attached is the bill that Mr. [redacted] received in the amount of $100.52 as well as the customer comments that the agent who attempted to contact Mr.[redacted] placed in his account. Again, we would like to sincerely apologize to Mr. [redacted] for the inconvenience this has caused him. Unfortunately, we are unable to credit any of these charges for him. We value Mr. [redacted] as a customer of ours and hope that he can understand the charges.

NewWave Communications would like to sincerely apologize for the issues that Ms. [redacted] experienced with us.  We are very happy to know that Ms. [redacted]'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 $36.75 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.

[redacted] was wanting to set up service in his name when he had an outstanding balance. He has been explained that the balance and rstart fees need to be paid before we can install service.

Complaint: [redacted]
I am rejecting this response...

because:NewWave Clearly did double charge me for my monthly bill. I was billed May 11 and May 14. On May 16, I was refunded the extra charge. I'm disappointed to see NewWave continue to deny an extra charge when they've already deposited the error back to my account. I feel they should at least accept their error.
Sincerely,
[redacted]

Initial Business Response /* (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

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

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 fault. I would like to keep paying and using the...

service and will work anyway possible to keep using thier service