Wave Broadband

Wave researched this account and contacted the customerFirst, Wave offered a $credit to compensate the customer for past issuesSecond, Wave offered to to escalate the issues to a higher tier of technical support, but the customer declinedWave also provided information to the customer
regarding adding TIVO in place of her existing cable equipmentThe customer accepted the $credit to resolve the isssue for now and will contact Wave if the issues continue in the future

Our team has provided the complainant with a trench map to allow him to run his own conduit should he wishIn the meantime our construction team is working to redesign the line in question

Per our records the customer's complaint was resolved on 12/17/to their satisfaction

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I was told I would get a credit for every month this continues as wellI hope that was a fact and not just said to appease me in that moment. Sincerely,
*** ***

We write in response to your correspondence dated April 29, 2015, Case No***, regarding *** *** Ms*** complained about unexpectedly high bills Specifically, Ms*** stated that she had been told when she initially signed up for service with Wave that her
monthly bill would be $70/month Instead, her monthly invoices have been significantly higher than that.Wave has investigated this matter The sales person with whom Ms*** originally spoke is no longer employed by Wave Wave's customer service personnel have spoken with Mr*** on multiple occasions, the most recent of which occurred on April 28th and April 29th Wave's customer service personnel explained to Ms*** the actual monthly cost of the services to which she subscribes Due to the confusion regarding Ms***'s bill, Wave's customer service personnel offered Ms*** credits for the most recent late charges on her account Additionally, Wave's customer service team has scheduled a follow up call to Ms*** after the next invoice cycle to make certain Ms***'s next invoice is in the amount she expects and to answer any additional questions she may have Accordingly, Wave believes this matter has been resolved.Please let me know if you have any questions or concerns

Wave researched the issue and determined that the customer has cancelled their serviceWave called the customer on 11/and left a voicemail, and called again on 11/18, but has been unable to reach the customerThe customer's account currently has a $credit balance, and once the
customer returns their TV equipment, Wave will be refunding that moneyWave is happy to discuss this issue further with the customer if they call back

We contacted the customer who said he had not experienced further issues since the 22ndWe had replaced equipment on June 15, which may have contributed to the customer's issuesThe call ended with the customer saying they were satisfied with the explanation and happy with their current level of
serviceOur service expert left a contact number in case further issues arise

Complaint: ***I am rejecting this response because:
Response from Wave is a complete lie and they still refuse to apologizeHow could have been the access denied, if the owner was not present on the premises for hours during the day due to work and found the house violated when returned? How come that there was not even a note about the actions of Wave and the Wave employees themselves did not know that somebody else found the house to be a nuisance?All equipment was originally installed by Wave as well as the cables in the house and we PAID Wave to do itIf something was deemed to be wrong, Wave should have checked it two years earlier, when we switched to them as our provider for phone, TV and internet.We lost hours of business, two online classes were cancelled and nobody even admitted of the wrong doingIn addition, when asked to answer the question what happens next time when they decide that somebody’s house here has a “leakage”.,( Do they enter the property without notification of the owner again?), Wave said “YES”.Sincerely,*** ***

Wave researched this issue and confirmed that the customer's service went down twice beginning on June 30thWave called the customer and he reported issues with his modem, which had not been rebooted for a significant period of timeWave asked the customer to reboot the modem and offered to send out a technicianThe customer declined on both countsThe customer is also seeking further information on the outagesUnfortunately, Wave can not provide specific technical information regarding the cause of these outages to customersWave advised the customer that we are working on implementing a more efficient way to send our customers outage informationThe customer further reported that he has not had any service issues since mid-December

Complaint: ***I am rejecting this response because: They owe me $and they know itThis also is not the first time they've tried this - see attached letterIt took several months of phone calls (always with a wait of least minutes) emails and letters before some one called to ask why my account carried the same past due for so longI read the 12/5/letter, he apologized and credited my account with the right amount.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 reached out to this customer, repaired the issue and credited the account for months of serviceThe customer is currently happy with their service, and has not called with any service issue in the last two monthsAccordingly, Wave believes this issue has been resolved

We write in response to your correspondence dated April 29, 2015, Case No***, regarding *** *** *** Mr*** complained that while he had been assured by *** ***, a sales agent for Wave with a facebook page at the following address:
https://www.facebook.com/***Wave that Wave offers military discounts, Mr*** bill did not reflect any military discount Further, when Mr*** contacted Wave's customer support center to inquire why his bill did not reflect a military discount, Wave's customer service personnel told Mr*** that Wave does not offer military discounts.Wave's customer service center personnel are correct: Wave does not offer military discounts *** ***'s employment with Wave was terminated a few weeks ago Mr*** is not authorized to represent Wave and Wave is attempting to get Mr*** to take down his facebook page advertising Wave.Wave's customer service team has contacted Mr*** and explained that Wave does not have a military discount program To make up for the confusion on this issue, Wave's customer service team offered Mr*** a credit on his account Mr*** accepted that offer and expressed appreciation for the clarification Accordingly, Wave believes this customer's complaint has been fully resolved.Please let me know if you have additional questions or concerns

There was a delay in responding to this complaint due to conflicting information needing confirmation: there was no laptop seen by the technician and the person reporting damage was not present at the time of the service visitA request for reimbursement has been submitted by the technician's
supervisor

Wave contacted this customer and researched the account historyIt appears that there was a missing payment in the account that caused a larger bill to occurWave believes that an upgrade to the company's billing system may have caused the payment issue, and credited the customer's account $to
make up for the possible mistakeThe customer is not satisfied with the solution, but does not appear to want to talk about this furtherHowever, Wave is willing to continue the conversation and would like to try to achieve a resolution

Wave researched this issue and contacted the customer to offer a $credit, equivalent to one month of serviceThe customer was happy with this resolution and said she would be contacting the Revdex.com to note that Wave resolved the issue promptly and to her satisfaction

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, *** ***

After days, the check finally arrived today - I just don't believe that it was mailed on the date (May 19th) that I was told. So this can be marked as "resolved" Thank you, *** ***

The customer's complaint was resolved in May and the requested credit was issued to their account

Several factors determine our serviceable area footprintWe apologize for the inconvenience caused, and regret that our representative was not able to correctly identify the customer lived outside our serviceable area during the call