Wave Broadband

Wave contacted this customer twice via phone but was unable to reach him and instead left voicemailsWave is willing to credit the customer $on the account as requested to account for the issues, and apply a price promotion to the account that is normally reserved for new customersThis will reduce the billWave is also willing to speak with the customer to determine exactly what happened, take any additional action that is necessary, and provide more clarity on the billWave will attempt to reach the customer again via phone on 2/

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

We are working with the customer to update their IP address per requestThe issue centers around reporting data from other sources that is not yet updated, but we are exploring options to update with minimal downtime

Wave researched this issue and contacted the customerThe customer was very upset and felt that he was misled by Wave's sales representativeThe customer clarified that his requested resolution was to have both the TV Stations fee and the FCC recovery fee removed from his billHe also wanted to remove the previous account balance listed on his account ($44.46)Wave offered a $credit to his accountThis eliminates the $account balance, as well as gives the customer an additional $for his inconvenience and to offset the fees he claims he was not informed about for the first monthThe customer declined this offerWave believes it has made a good-faith effort to resolve this situation by applying a credit that covers both of the issues the customer identifiedWave cannot permanently remove the fees from the account in future bills, but has attempted to compensate the customer for any failed disclosure of those fees at the time of signup

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Wave researched this complaint and determined that initially the customer experienced low speeds due to known issues in that areaWave credited the customer a full month of service as well as an additional $for any inconvenience resulting from the customer having to reschedule a work orderOn 7/23, Less than a month after the customer's install, however, those speed issues were resolvedHowever, the customer called to report low speeds on 7/Wave set up a new work order to fix the issue, but the customer called and canceled that order, saying that the speed issues were resolvedWave has contacted the customer multiple times since the work order was canceled in order to verify that the issues were solved, and has left multiple voicemailsHowever, the customer has not answered the phoneAccordingly, Wave believes these issues have been resolved

Complaint: [redacted] I am rejecting this response because:After talking with the person in charge of our billing, I am very pleased with the solution to our bill However, I have still not been contacted about the initial issue of our internet not workingIt is nice to have been offered months of free internet, but that is internet that we don't get to use I contacted Wave again today to see what the holdup isThe customer service representative (I believe he said his name was Steve) was extremely rude from the beginningHe told me that he finds it "suspicious" that I do not contact Wave every time my internet goes outI was not aware that I needed to call them multiple times a day, after already calling them several times over the last few months and they know what our issue is and have not bothered to fix itI feel like he was blaming me for this issue and he handled the phone call in an extremely unprofessional wayThe issue has still not been completely resolved.Sincerely, [redacted]

Wave researched this issue and contacted the customerAfter reviewing the customer's records, Wave offered the customer a reduction in the amount owed by percent, as requestedThe customer agreed to pay the remaining balance, and once that is confirmed, Wave will remove the customer from collectionsThe customer is satisfied with this resolution

Our service team contacted the customer and confirmed that their services were working satisfactorily with no issues since 8/29/Our rep confirmed the customer was able to log in and use their email account as wellWe are waiting on local contractors to confirm work timeframes and will update the customer as soon as we have more information

Complaint: [redacted] I am rejecting this response because: You did not even offer a resolution, nothing We discussed it on the phone, my Doctor's office tried to report the problem to her carrier [redacted] they informed her that Wave broadband has contact information to resolve this problem with [redacted] You need to actually come up with a way to fix the phone problem Sincerely, [redacted]

The customer called in on 12/7/and received a $credit to offset the chargeWe also explained the usage policy to try and prevent future miscommunications and doubled the customer's data allotment to prevent future overagesWe believe the matter has been resolved

Wave researched these issues and discovered the followingFirst, the customer called Wave on 10/and confirmed that the data usage issue was resolvedSecond, there was no data overage on the customer's account for September or any month afterWave called the customer three times and left three voicemails, attempting to confirm that there were still issues with speeds or data usage and to troubleshoot themThus far, the customer has not returned Wave's callsThe customer also stated in their response that the internet speed issues were resolved by August 28, Wave invites the customer to call if there are still remaining issues, but believes all of the issues the customer identified have now been resolved

Revdex.com:WAVE has recently taken steps to assist me, and I feel good about doing business with them I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:A credit is one thing, but it does not address the underlying, systemic cause of the problem, how it has been or will be addressed and what is being done to ensure that the matter is permanently resolved.More importantly, it does not address the issue that Wave and its employees knew of the ongoing problem and failed to address it for over a month (specific statements from service providers that came to our site repeately stated that "the area is known for being problematic," "we are out here (in this area) almost every day, because of the problems," "we've complained to the supervisors, but they haven't done anything" and "our supervisor has known about the problem for a while, but nothing's being done--I hate coming out to these calls, because we can never do anything--It is an upline problem." Sincerely, [redacted] ***

***, My reason for writing to you as follow up was to say they addressed it as best they could, so we can dismiss it, I guess [redacted]

There is no further action needed

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I am disappointed that it took a Revdex.com complaint to achieve resolution, and hope that it does not take Wave months to respond to a complaint in the futureThere are many opportunities with my issue to change their customer service for the better Sincerely, [redacted] ***

Wave researched this issueThe customer's phone service will continue to work even when the power goes out because the phone system has a backup batteryHowever, the issue wasn't a local power outage at the customer's home, but rather a wider power outage at Wave's head-endWhen there is a global outage, the phone will not work Wave called the customer and explained this, as well as credited the account for $to compensate them for their [redacted] installation feeWave believes this issue has been resolved

IP Geolocation is maintained by third parties for data and tracking purposesThe complainant would get better results from contacting these providersWe are working to find a solution that might work, including our static IP business offering, but have not been able to reach an agreement with the complainant

Wave researched this issue and found that the customer has already switched providersNonetheless, Wave called her to review her complaint and credited her $on her accountThe customer was happy that Wave called and addressed her complaint