Wave Broadband

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]

Complaint: [redacted]I am rejecting this response because rebooting the system had nothing to do with the loss of their service. They acknowledged, every time, that their service was down and said it would be back on line as soon as possible.  What I asked them for was the reason the system was down each time and never got an answer every time which was the reason why I filed the complaint with the Revdex.com; to get the answers. It is impossible to reboot their system when there is no service even though I tried anyhow each time just to assure myself that the problem was in fact a complete service outage before I called them.  When their representative called me the other day in response to the Revdex.com inquiry he still was unable to tell me why their service kept going out and again offered to reboot it.  I declined because there was no problem so rebooting it wasn't necessary. Why they continue claiming that my not rebooting was the problem is beyond my comprehension. What they are actually doing is no different than me replacing the fuel injectors on my car when I know it won't start because the battery id dead. All I wanted to know is why heir service went out and they refused to tell me. Their customer service representatives always said they didn't know why.  When asked to know who did know so I could speak to that person they were unable to answer that also. They do what what I call 'circle talking' where we discuss it and end up at the same beginning of the conversation so we can start all over repeating the same thing. I will just stay with them until it goes down again and I'll switch internet providers.  They know their system is the problem and not any car hitting a utility pole or any other outside causes or they would answer my question. There is no other logical reason why they don't do so.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: I did speak with a representative and requested a to have my data usage tracked so I can see what devices are potentially responsible for data over usage. I was denied this service. Since then I have attempted to track the data myself. I believe the measuring of my data is faulty. There are 3 servers that are receiving and tracking data from my devices. I believe that they may be simultaneously adding data up. I also sent emails and got responses from several others in my community that are having the same problem. I am currently out of the country and my phone is off no use. I will return on 12/4/15 and then I can be reached by Wave. I am hoping for some resolution to this problem. Sincerely,[redacted]

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]

We are still attempting to reach the customer by phone and resolve the issue but have not been able to contact them yet. We did not offer unlimited data in June 2015 so we are unclear as to where a miscommunication occurred regarding the customer's data plan. We are happy to resolve the customer's...

complaint and explain the current data plans available, including unlimited, to prevent further overages and fees once we are able to speak by phone.

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]

We have reviewed the customer’s complaint and account with them several times since the initial incident in October.
 
On November 6 2015, the customer called with a complaint regarding slow speed. Our rep suggested upgrading from their current internet package, which is our lowest speed. The...

customer declined and said they would consider canceling their service, then hung up before resolving.
 
On November 16 2015 the customer called requesting a credit to their bill for a month of service due to slow internet speed. Our rep declined the credit due to a lack of prior mentioned problems. The customer claimed an “unsecured internet box” caused their computer to receive a virus. Our rep advised the customer these would not be related events and advised that we could not perform proper tech support due to equipment failure on the customer’s end. A service call was scheduled.
 
On November 18 2015 a Wave Technician secured the MFE box at the customer’s home.
 
On November 24 2015 the router and modem at the customer’s house were replaced at their request.
 
On December 1 2015 the customer placed a service call. The technician confirmed Wave equipment was working properly with no issues. The technician showed the customer how to resolve the issue themselves should it happen again.
 
On December 3 2015 the customer called in regarding service issues, now claiming the internet had not been working since August or September. No resolution was reached.
 
On December 8 2015 The customer called to setup hibernation and inactivate the account from December 9 to May 9, 2016.
 
On December 16 2015 The customer called to complain about service issues and an “unlocked box” causing him to download a virus. Our rep tried to explain the events could not be related, but tech support was unable to continue due to the computer virus preventing the customer from completing instructions.
 
The customer has not made a payment toward their account since October 7, 2015, which paid for services through November 8, 2015. They have received 4 overages since August 2015. The first overage ($50) was waived automatically and Wave sent a letter encouraging the customer to upgrade their internet package based on their data usage to avoid further overages.
 
The customer exceeded their data and were charged overages again in September ($30), October ($75), and November ($45) totaling $150. Wave has already credited $65 toward the account in response to the customer’s service issue.  Wave is adjusting the overages on the customer’s account as a good faith effort to address their complaint.
 
However, even minus the adjusted overages the account still has a balance of approximately (at time of this writing) $329, including $225 for unreturned equipment. Returning the equipment would help lower the outstanding balance considerably.

We write in response to your correspondence dated May 15, 2015, Case No. [redacted], regarding [redacted].  Mr. [redacted] complains about slow internet speed and poor experience with Wave's customer service personnel.Wave have investigated Mr. [redacted]'s complaint.  Since...

October of 2014 Wave has given him $413.43 in credit based on his service complaints.  Unfortunately the Geographic area where Mr. [redacted] resides is in need of network upgrades on June 5, 2015 a node segmentation is scheduled to occur in Mr. [redacted]'s area.  Wave's technical personnel this segmentation should resolve Mr. [redacted]'s speed problems.Wave's customer service personnel have contacted MR. [redacted] and advised him of the scheduled upgrade. Please let me know I fyou have any questions or concerns.

As the speed issues continued after the upgrade, Wave continued to work with this customer. The speeds have definitely improved, but are still lower than anticipated. As a result, Wave has continued to provide service credits to the customer's account (since December 2014).

We are still working with the customer to troubleshoot their phone issues and resolve to their satisfaction. This complaint is not resolved yet but we are working with the customer and hope to identify and fix the issue with their phone service soon.

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as good as is possible. I believed if I could just get to the right person, my issues would be addressed.  This proved to be true.  It is impossible to believe that any business would propagate such bad will and stil stay in business.  The statements made by WAVE are correct.  I now have two phone numbers to call for problems that avoid any "inconsistencies" with customer service.  The reality of the shrinking number of channels WAVE has is what it is and it will take more than impetus from me, or Cyndi, to change that.  BUT such shrinkage appears to strain any competitiveness in an already limited market they think they may have.
Thank you for helping me.Sincerely, [redacted]

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.
The company has contacted me directly and they are responding to my complaint. Wavecable installed temporary cable lines for the phone service which now appears to be working fine. Wavecable advise me that they are in the process of applying for the required permits to install permanent cables as necessary to finally fix the problem. Sincerely,
[redacted]

To date the customer has not responded to any of our attempts to reach them and resolve this issue, including a technician visiting the service address. We assume the issue is resolved until further notice from the customer.

Complaint: [redacted]I am rejecting this response because:  It is not a satisfactory explanation.  I know that Wave offers a higher priced package with remote control powered closed caption.  Also, I was not instructed how to turn on and off the cc.  I already know how; it is a convoluted and difficult procedure for my severely hard-of-hearing elderly mother to do if no one is home to do it.Sincerely,[redacted]