Wave Broadband

There was a combination of infrastructure issues causing confusion as to the cause of the customer's poor service, which delayed our ability to resolve the issueAt this time we believe we have repaired the equipment in question and resolved the service issue, and a credit has been submitted for the customer's account

We have repeatedly tried to contact the consumer, most recently by phone on 12/8, 12/13, and 12/leaving voicemails that so far have not received replyOur company policy requiring VOIP call to verify identity is to align with FCC policies on customer proprietary information and privacy, but should not apply if the customer does not have VOIP service with usWe do not need this information to reset the account, but since some information on the account is incorrect and requiring verification, for customer security we cannot provide any account info or register the account

We have reached out to the customer and explained the reason for the price increase, as well as future service migrations that may impact ratesThe call ended with the customer saying they were satisfied with the explanation and their rate going forward

We have not been able to reach the customer to address the issue with them, but our records show the customer's account was credited in July and August for service issues

Wave researched this customer's account and made multiple attempts to contact him by phoneAfter leaving multiple voicemails, the customer has not respondedOver voicemail, Wave offered to provide credits removing the data overages from the account, as well as a new package that includes High-speed 110Mbps for $/ monthIf the customer answers our voicemails, we can apply the new rate and credits to his account

Wave researched this issue and contacted the customer, speaking with her several times over the phoneWave took the following actionsFirst, at their request, Cyndi W [redacted] took over communications with the customerWave also made sure that there are no current issues with her serviceNext, Wave investigated to determine if any in-home technicians needed counseling to improve service and confirmed that those employee(s) have already left the companyNonetheless, Wave is using this example as an opportunity to improve customer service in the Echo Lake areaThe customer also noted that she had a poor experience with technical support over the phoneWave 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 personnelRegarding outage issues, Wave is working to improve network reliability in the area by improving the standby powering of the customer's nodeThis upgrade is scheduled to be completed in the first quarter of In the meantime, Wave fixed a powering problem with the electronics that was causing signal issuesThe customer was also concerned that Wave does not carry the NBA Season Pass, which she had with [redacted] , her previous providerCyndi 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 customerAdditionally, Cyndi provided the customer with information on an app that would allow her to stream games on her phoneThe 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 servicesWave explained that this transition will improve network speeds and reliabilityFinally, Wave is offering the customer a credit for two months of service to compensate her for the poor experience she has had

Complaint: [redacted] I am rejecting this response because: As of 07/28/the extremely slow internet speeds that originated this compliant were still validThe service call you mentioned I cancelled was for an afternoon home visit to check out my equipment which was strange because I had been told on several prior visits that the issue was on the network side that Wave controlledAnyhow the tech finally called at hours to tell me he would arrive at hoursSince I leave for work at hours I asked him to reschedule as he was too late.The slow internet speed issue was finally corrected on or about the 28th of August.Now my data usage gauge on your website does not register my internet usageI have made calls to support in September and In October to report the issue and as of this posting this issue has not been fixed nor have a received a courtesy acknowledgment regarding the progress of the support request progressAt this point neither I or Wave support know if I have exceeded my monthly allowance and what if any my liability is for exceeding my limit.If baffles me as to why Wave spends substantial amounts of marketing money to get me to use your services and then when I do you don't take care of meYou might look at how Nordstroms takes care of their customers...it would serve you well!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 meBoth of those items were returned to the Silverdale storeI was never given a receipt as the employee told me one wasn't givenSincerely, [redacted]

Wave researched this issue and called the customer three times and left three voicemailsThe customer has not responded to Wave's callsWave is continuing to work to resolve the speed issues, however, and has made multiple requests for local contactWave would ask the customer to please call us back so we can confirm the speed issue and get it fixed

We are still waiting to hear from our construction contact as to the status of the complainant's property and serviceabilityWe apologize for the delay, and will update asap when we have definitive information from them

Wave researched this issue and called the customerThe customer said that his service has dropped a few times in the last couple of months, but declined to perform troubleshooting stepsWave instructed the customer that his modem had been online for days and should be rebootedThe 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 modemWave offered to put in a work order to have someone troubleshoot the connection, but the customer declinedTherefore, Wave believes that these issues are resolved, but is willing to troubleshoot further if the customer wishes

Wave did attempt to contact Ms [redacted] multiple times, and is happy to discuss these issues if she calls our support teamHer account still shows unreturned equipment as well as a final balanceWave would request that the customer contact us and she can do so by calling 1-866-928-

Complaint: [redacted] I am rejecting this response because:It is 6/05/and I am currently at the same slow speedsI am lucky to hit MbpsIt makes me quite upset for Wave Broadband to say that they gave me $since OctoberThey have given me nothingThey have reimbursed me for services not receivedNow here we are again with the same slow speedsAll I ever wanted was the service which I paid for.Then when I ask to be reimbursed they say that they gave me something? Are they really serious with this response? I also ask to have equipment that was taken from my home returned and that never happenedThey also never even addressed the equipment that was takenUnbelievable, but no surprises here tonightThey said that the speed problem would be fixed today once again which they have done several times in the pastOnce again they have failed to resolve the bandwidth problem which plaques the local area.I only started to complain in October 2014, but in fact speeds fell off regularly at night during peak user hours since late May 2014, but wave Cable still received payment monthly for services that were not up to the advertised MbpsAs I write this response I just did another set of internet speed test and I came in at Mbps download speedThis is not even close to the advertised Mbps or the 80+ % required by lawI cannot stream at nightI cannot attend my favorite MMO games at nightI am lucky to be able to browse and check email which I sometimes cannot even do at nightEnough saidI am sure you get the point here.Sincerely, [redacted]

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

5-22- Dear Revdex.com, This complaint has been resolved Thank you, Connie R [redacted] ID# [redacted] Woodland CA

Wave researched this issue and determined that the former customer's refund check is in the mail, and will arrive in 2-weeksWave called the customer and let him knowWave believes this issue is resolved, but invites the customer to call us if the check does not arrive in the next couple weeks

Wave researched this issue and contacted the customerThe customer claims that Wave was responsible for approximately $in wrongful feesWave offered more than that, an $credit on the account, to compensate the customer for the hassles he has gone throughThe customer accepted the credit and it will arrive within weeks

Complaint: [redacted] I am rejecting this response because rebooting the system had nothing to do with the loss of their serviceThey 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 answersIt 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 necessaryWhy they continue claiming that my not rebooting was the problem is beyond my comprehensionWhat 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 deadAll I wanted to know is why heir service went out and they refused to tell meTheir 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 alsoThey 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 thingI 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 questionThere is no other logical reason why they don't do so Sincerely, [redacted]

On June we contacted the customer and removed the equipment fee once the account was paid up and in good standing

Complaint: [redacted] I am rejecting this response because: I've never cancelled any work orders; nor did I ever tell Wavecable anything was "fine." EverThe speeds remain low...but what can you do? They are the only game in townWavecable has called me a total of one time to check on the service -- and they left a total of one voicemailI was in Disneyland when the call came through two weeks agoThe only thing they say that is true here is I didn't answer their one phone call nor did I return the voicemailThey didn't even list their compensation correctlyI find it ironic their story changes and changesLike before...I simply give upThere's nothing I can doThey have the worst customer serviceAnyone who has the option -- avoid Wavecable.Sincerely, [redacted] ***