Wave Broadband

We have attempted multiple times to reach the customer and address their concern and have left numerous voicemails but have not had any response

We spoke with the customer regarding their complaint and internet packageThey responded that they are happy with the service and previous issues have been resolved

We have attempted numerous times to reach the customer and resolve this issue but have not received any responseThe account that was sent to collections has been cleared

We are in the process of responding to the customer's complaint, but so far have been unable to reach them by phoneWe will continue reaching out to try and resolve the billing issue

Complaint: ***I am rejecting this response because: I am not sure what the business thinks I am asking forIt is simple, Wave seems to think it's OK to come to my front door and offer me $a month, only to send a monthly bill that is 57% more, it comes out to $This is a gross misrepresentation of the price and Wave wants to compensate this by offering me $to settle this while they continue their business practice of taking advantage of consumers.
Sincerely,*** ***

We apologize for the wait on hold, but we were unable to resolve any issue without speaking to the customer firstOur service team recently reached the customer, who reported they are currently satisfied with their service

Our records indicate the customer rescinded their build request in October and canceled their service in FebruaryWe apologize for the miscommunication and are willing to try and make the issue right should the customer contact us

We are sorry for the miscommunication regarding the service appointment and regret that we were unable to reschedule to the complainant's satisfactionSince the complainant has changed service providers there does not appear to be a resolution we are able to offer

Wave researched this issue and has resolved the problemBecause of the name match, the customer was initially not able to provide proof that she was not living at the residence while her brother *** previously had the accountOn 12/29, she called in and Wave set up a new account in her nameOn
12/30, Wave called her after receiving this Revdex.com complaint and adjusted the account for month of free service, to compensate her for the previous negative interactions she had with WaveWave believes that since the customer now has an account in her name, as requested, this issue is resolved

Our records show the customer received a refund and cashed the check in November of We hope the issue is resolved to their satisfaction

Wave researched this issue and determined that the customer's home was causing signal leakage that interferes with Wave's networkA Wave employee did enter the customer's property (but not their home) and worked on the side of their house, where utilities come inThe employee attempted to repair
the signal leakage issue, but was unsuccessful and determined that the issue originated from inside the customer's homeWave attempted to get permission from the customer to enter their home to fix the problem, but that permission was deniedThe FCC allows Wave to filter homes that are causing issues to our networkWave therefore filtered the home, effectively ending serviceMore information is available at the FCC's website, here: https://www.fcc.gov/guides/cable-signal-leakage

Ms*** *** expressed her frustration with her internet service not being consistent along with overages on her bill that she was unaware would be charged to herWhen she tried to resolve the issue with Wave’s customer service personnel she was unable to get the results she
wanted
Consequently, when I notified Wave’s customer service personnel regarding her issues, they made several attempt to reach out to her to resolve her issues. When contact she did not answer nor was there a way for Wave’s customer service personnel to leave a voicemail to leave contact information for Ms***. She subsequently canceled her service despite the multiple efforts of Wave’s customer retention team. We are sorry to see Ms*** go but thank her for giving us the opportunity to serve herAccordingly, Wave assumes her problems have been resolved

Wave researched this issue and reached back out to the customer to apologize for the issuesWave offered the customer a credit of $The customer was glad Wave reached out and was satisfied with the outcomeThe credit has been applied to the account

Ms*** *** had experienced outages times within days, when she called into Wave she received an automated message indicating Wave was unable to take her call due to the high volume of calls or she would be placed on hold for minutes then hung up on. Once she did get ahold of a
customer service personnel she was awarded a $credit which Ms*** felt was not sufficient for her loss.Wave’s customer service personnel contact Ms*** and awarded her a week’s worth of credit to which she felt was sufficient for the hindrance of the outages. Accordingly, Wave assumes her problems have been resolved

We have reached out to try and update the customer's service and address the issue, but have not gotten any response to date

Wave researched this issue and determined that there is a known issue in the customer's area that impacts speeds The issue is a high priority for Wave to fix, but an upgrade has not yet been scheduledWave contacted the customer and offered him a credit to compensate him for the issues, and
offered to keep him updated as the network node is upgradedThe customer was satisfied with this information

Complaint: ***
I am rejecting this response because: I have not received the dollar credit on my nov bill yet AND I have not seen that DEC bill has NO DATA OVERAGES as promised by the customer service rep............1) I was not able to access my ACCOUNT via web or via auto menu telephone call............both systems required me to enter a phone number associated with the account, due to a recent divorce , I was unable to determine the PHONE number associated with my account and was unable to respond to the customer service rep call, I had no PHONE NUMBER TO input to get to my account. 2) the customer service rep was adamant that I DID NOT HAVE and unlimited data plan for internet access. I disagreed vehemently, I am still awaiting the terms that were in effect on OCTOBER for my plan. I expressed my concern that the company should take better care of its existing customers..........they can send me a monthly bill, but they cant make me aware of programs that may interest me. As soon as my bill is clerared up and I receive a copy of the program terms that were in effect on october I will consider this matter closed
Sincerely,
*** ***

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, *** ***

Wave researched this issue and confirmed that the money was initially applied incorrectlyWave's personnel moved the payment to the *** * account and apologizes to the customer for the inconvenienceThe funds are now showing as a credit in the customer's *** * accountIf the customer has
additional concerns, they should contact *** *'s support team at 844-779-

Wave researched this issue extensively and called both the customer and *** ***Unfortunately, the issue is on *** ***'s side; their customers are not able to reach Wave's customer*** *** instructed Ms*** to have Wave open up an internal ticket with them, and Wave did so
However, *** *** did not fix the issue After *** *** failed to take action on the internal ticket, Wave called and spoke to several of the company's representatives, attempting to get them to fix the issue*** *** refused to allow Wave to escalate the issue to their repair department or open a new ticketWave continued to attempt to reach out to *** ***, and reached a manager in the company's LNP department, who looked into the issue further, but claims that there is no issue on their end*** *** will not take further action until the issue is reported by one of their subscribersWave apologizes both for the delay in responding and for not being able to provide a complete solutionHowever, the issue is on *** ***'s endWave would suggest the customer ask one of the *** *** customers who can not reach her line to call *** *** and request the issue be fixed