Wave Broadband

On 12/12/17 we spoke to the customer and waived data overage fees totaling $100. The customer agreed to a new internet plan with unlimited data and reported that he was satisfied.

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

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. Both of those items were returned to the Silverdale store. I was never given a receipt as the employee told me one wasn't givenSincerely, [redacted]

Wave researched this issue extensively and visited the customer's home to troubleshoot. First on Dec. 3, Wave received a fax regarding this issue and began troubleshooting. Wave ruled out any known issues impacting speeds in the customer's area. The next day, the customer called in and Wave noted...

her complaint that speeds were far below what they should be. On Friday, Dec. 11, Wave sent techs out to the customer's home and found the following. First, the speeds coming directly out of the tap were as expected, varying between 109Mbps and 98Mbps. Second, techs tested the wireless router by using a Wave laptop, and monitored speeds of 85-95Mbps during peak hours while in the same room as the router. Wave changed the customer's subscription plan down to 55Mbps, and monitored speeds of 53-55Mbps. In short, everything worked well while using Wave equipment in the same room as the router. However, the customer still experienced problems using her laptop, especially when outside of the room where the router is stored. Wave did some digging and discovered the following. First, there are construction materials, specifically foam / foil board insulation, a 1x6 toungue, and groove boards present in one of the walls, that are interfering with the wireless signal. Second, the customer's laptop, although a newer computer, is not capable of receiving 100Mbps speeds. It does not pick up the 5GHZ band and is not "N" compatible. Wave took the following actions to attempt to mitigate the wireless issues. First, Wave technicians moved the router 20 feet closer to the room in question. However, the customer would not allow Wave technicians to enter that room to test whether this helped fix the problem. Second, Wave changed the broadcast channel of the router, and this did improve speeds on the customer's laptop by about 8Mbps while in the same room as the router. Third, Wave offered to place the router in the room where the problems were occurring, but the customer declined. In conclusion, Wave is providing the speeds it has promised to the customer, but the combination of the customer's laptop and the insulation materials in the house prevent the customer from seeing those speeds while on a wireless network. Wave believes it has conducted a full investigation and made a good-faith effort to resolve the customer's complaint.

Wave researched this issue and determined that the account has already been updated to reflect that there was no money or equipment owed. The appropriate information was also sent to Wave's local contact to make sure that the customer is removed from collections. Wave considers this issue resolved.

Complaint: [redacted]I am rejecting this response because: I repeat that I never authorized WBB to add phone service to my request to explore the possibility of providing internet service. As to which company cut off our phone service, I may never know, and how would I know? Is it just coincidence that it occurred when WBB contacted [redacted] about the internet service? Most revealing is that WBB did not even have the ability to provide me internet service when by their own admission they requested that my internet service be transferred to them!   Sincerely,[redacted]

The customer has not returned our calls regarding this matter but has been an active customer since July 2016. We are assuming the matter was resolved unless they notify us otherwise.

Wave researched this issue and called the customer. The customer said that his service has dropped a few times in the last couple of months, but declined to perform troubleshooting steps. Wave instructed the customer that his modem had been online for 173 days and should be rebooted. The customer...

stated that he reboots the modem every time the service goes down, but he may actually mean that he reboots the router, not the modem. Wave offered to put in a work order to have someone troubleshoot the connection, but the customer declined. Therefore, Wave believes that these issues are resolved, but is willing to troubleshoot further if the customer wishes.

We write in response to your correspondence dated April 29, 2015, Case No. [redacted], regarding [redacted]  [redacted] complained about slow internet speeds and poor customer service.Wave has investigated this matter.  Wave's technical personnel have been working with [redacted] over the...

past week to resolve his Internet access problems and verify that he is getting the Internet speeds he expects.  As of earlier today, [redacted] verified that he is getting the Internet speeds he expects and is happy with those speeds.  Wave also offered [redacted] a credit on his account in compensation of the past problems, which [redacted] accepted.  Accordingly, as of today, Wave believes this customer's problem has been resolved.Please let me know if you have additional questions or concerns.

Wave researched this issue and determined the following. First, the customer claims that Wave overbilled the customer approximately $35 per month for 4 months, or $140. Second, the customer left Wave, presumably for another provider. Third, the customer asked for her brother’s account to be blocked...

from ordering Pay-Per-View. However, because the account was in his name as an authorized user, he was able to call in and request that the block be removed. A Wave representative explained this to the customer several times over the phone and in voicemail messages.Wave called the customer after she filed this Revdex.com complaint and waived her final balance of $150 entirely. Wave also offered to waive ½ of the Pay-Per-View charges. Given that Wave has compensated the customer for the overbilling, and tried to make a good faith effort on the Pay-Per-View charges, the company believes this issue has been resolved.

Wave researched this complaint and determined that initially the customer experienced low speeds due to known issues in that area. Wave credited the customer a full month of service as well as an additional $20 for any inconvenience resulting from the customer having to reschedule a work order. On...

7/23, Less than a month after the customer's install, however, those speed issues were  resolved. However, the customer called to report low speeds on 7/27. 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 resolved. Wave 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 voicemails. However, the customer has not answered the phone. Accordingly, Wave believes these issues have been resolved.

Wave completed maintenance on 7/22, however the customer was still claiming their internet speeds were slow. Wave set up an additional work order to take another look at the issues, but the customer canceled the order. As of 7/29, Wave believes the customer's service is restored and running well....

Wave has reached out three separate times since then to follow-up and confirm the issues are fixed, but the customer has not responded. Wave believes the issues are resolved.

Wave researched this issue and contacted the customer, speaking with her several times over the phone. Wave took the following actions. First, at their request, Cyndi W[redacted] took over communications with the customer. Wave also made sure that there are no current issues with her service. Next,...

Wave investigated to determine if any in-home technicians needed counseling to improve service and confirmed that those employee(s) have already left the company. Nonetheless, Wave is using this example as an opportunity to improve customer service in the Echo Lake area. The customer also noted that she had a poor experience with technical support over the phone. Wave assured the customer that these concerns would be taken seriously, and discussed them with the Vice President of Wave's customer service call center, as there is an opportunity for coaching and development of Wave personnel. Regarding outage issues, Wave is working to improve network reliability in the area by improving the standby powering of the customer's node. This upgrade is scheduled to be completed in the first quarter of 2016. In the meantime, Wave fixed a powering problem with the electronics that was causing signal issues. The customer was also concerned that Wave does not carry the NBA Season Pass, which she had with [redacted], her previous provider. Cyndi provided that feedback to Wave's programming group, researched the Golden State Warriors broadcast schedule on a variety of channels, and provided that information to the customer. Additionally, Cyndi provided the customer with information on an app that would allow her to stream games on her phone. The customer was also upset about Wave's recent (and ongoing) analog to digital conversion, which is intended to improve the reliability and speed of Wave's services. Wave explained that this transition will improve network speeds and reliability. Finally, Wave is offering the customer a credit for two months of service to compensate her for the poor experience she has had.

[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]

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]

Wave researched these issues and discovered the following. First, the customer called Wave on 10/18 and confirmed that the data usage issue was resolved. Second, there was no data overage on the customer's account for September or any month after. Wave 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 them. Thus far, the customer has not returned Wave's calls. The customer also stated in their response that the internet speed issues were resolved by August 28, 2015. 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.

Complaint: [redacted]
I am rejecting this response because: The IP address changed for only a day and was still not accurately identifying the state. If Wave can provide a static IP, I can work with my streaming providers to know this.
Sincerely,
[redacted]

Wave made contact with this customer and gave him the credit he requested. Wave believes that the customer is now satisfied with this resolution, but again, invites the customer to call us if there are additional issues.

Wave reps contacted the customer on April 9. The customer upgraded their internet service to our 110 speed and a technician was scheduled to visit that day and work with the customer to identify and address any issues with their network/computer that may be causing slowdown. A call back is scheduled...

next week to ensure the customer's concerns were resolved to their satisfaction.

I received my full reimbursement from Wave Broadband on Thursday of last week.