Wave Broadband

Wave reps contacted the customer on April The customer upgraded their internet service to our 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 slowdownA call back is scheduled next week to ensure the customer's concerns were resolved to their satisfaction

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

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] Please See Attached Documents [redacted] As this is the 2nd time in years they billed me double, they should credit more monthAlso, I doubt I'm the only customer they do it toMaybe you or the FCC should check it out

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 meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I completely disagree with Wave's "claim" of attempting to contact meI did not ever receive one phone call from themMore importantly, I never received a letter from them trying to resolve the issueI refuse to pay for a service that I never receivedAs you see in their response I am the one who contacted them multiple times to address the many issues with their service always interrupted and installation not properly conductedYet, they continued to charge me and even sent the bill to collections nowI request for a full credit and it is vital that they request the three major credit bureaus to delete that from my file as I have a clean report with the exception of Wave ruining my credit historySincerely, [redacted]

Wave certainly does apologize that the customer lost their phone number, but the request to move the phone number did not process and the phone number was never moved from [redacted] to WaveIn terms of the internet service, Wave initially believed it could provide service to the address because a cable drop was installed at the siteHowever, when Wave's team visited the address, technicians discovered that the cable drop was damaged beyond repair, and therefore, Wave would need to install a local plant extension in order to provide serviceWave could not have known this until technicians were on the ground to examine the equipment

Wave researched this issue and determined the followingFirst, the customer claims that Wave overbilled the customer approximately $per month for months, or $Second, the customer left Wave, presumably for another providerThird, the customer asked for her brother’s account to be blocked from ordering Pay-Per-ViewHowever, because the account was in his name as an authorized user, he was able to call in and request that the block be removedA 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 $entirelyWave also offered to waive ½ of the Pay-Per-View chargesGiven 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

We are still working with the customer to troubleshoot their phone issues and resolve to their satisfactionThis 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

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]

Mr [redacted] was unhappy with their channel lineup after a technical resolved a technical problem with their service Customer service personnel informed Mr [redacted] that unfortunately the box he was given had not yet been wiped prior to installation and this was the cause for them having more channels, and that they are in fact getting all the channels their plan allows Wave’s customer service personnel informed Mr [redacted] that he in fact is getting all three services, unlimited phone, channels (close estimate when including HD channels), Starz, Encore, Movieplex, and HS (High Speed) (internet) is $ Mr [redacted] is in fact getting what he subscribed to The confusion of the amount of channels was a mistake on Wave’s behalf and we have fixed and explained this to Mr [redacted] Wave believes Mr [redacted] complaint of not receiving all subscribed to channels has been explained and resolved

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 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 Wave has given him $in credit based on his service complaints Unfortunately the Geographic area where Mr [redacted] resides is in need of network upgrades on June 5, 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 upgradePlease let me know I fyou have any questions or concerns

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

Wave researched this issue and is still showing the cable box and modem outstanding on the accountWave removed those charges, leaving a remaining balance of $on the accountHowever, it appears that the customer went through bankruptcy, so Wave will not be able to collect on that balance
The customer can proceed to sign up for service under a new account

We are sorry we were unable to resolve the complaint, but after investigating it seems the complaint is regarding a 3rd-party POP Email client, over which we have no control and no ability to offer tech support

Wave researched this issue further, and discovered that the customer is currently paying $per month after taxes and feesFollowing discussions with Wave's direct sales supervisor in Jan2015, she remained on a rate of approximately $per month after taxes, slightly below the rate she claimed she was originally quotedGiven that she was paying this rate, Wave believes the issue was resolved back in January of For future concerns about pricing and cost of service, the customer can contact us at 1-866-928-

The customer bill that printed on 2/22/show a credit of $applied to his accountThe bill should reach the customer within business days

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

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

Wave researched this issue and called the former customerWave credited the former customer $40, $to make up for the balance on the account, and an additional $as a good-faith gesture to make sure the they are satisfiedThe former customer is happy with this resolution and considers the
issue to be resolved