Wave Broadband

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

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
So far, so goodThings have improved, however I don't want to be charged for my previous tech appointmentThank you for honoring my request and I hope continue a good relationship with Wave
Sincerely, *** ***

Wave researched this issue and determined that, although the service visit fee was valid, the customer was not informed of the potential for a fee beforehandTherefore, Wave credited $to the customer's account, $for the fee and an additional $to compensate the customer for their trouble of
having to file a formal complaint to get this resolvedA Wave representative also called to explain the resolution to the customer but has not spoken with them yetThe representative left a voicemail with contact information

This customer was credited $for the misunderstanding regarding data overages

A member of our service team contacted the customer today, who said the matter has been resolved to his satisfaction already and there is no current problem

Our records show the customer's bill was adjusted and this matter resolved to their satisfaction in September

After researching this issue, Wave determined that the customer did initially ask for both internet and phone service, rather than just internet serviceHowever, the porting process to move the phone number was canceled and the phone number was never moved away from *** to WaveWave never
had ownership of the number, and thus could not return the number to ***In addition, Wave confirmed that *** had ownership of the phone number during the entire period of time referenced in the customer's complaintThe customer also asks that Wave report on what disciplinary action has been takenWave does not share that information with customers

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
I also informed the business I was no long handling my brother financial problems They would have to deal with him direct.Sincerely, *** ***

Wave researched this issue and can not find any confirmation that the customer returned the TV equipmentThe customer did return some internet equipment, but told a Wave technician that they did not have any TV equipmentHowever, the customer called in October of to troubleshoot issues with
TV equipment, and the equipment has been listed on the account since Wave therefore offered the customer a compromiseThere are two pieces of equipment outstanding, a $cable box and a $Motorola DCT Wave has removed the larger charge, the $box, from the accountHowever, the customer is still responsible for the other equipment, which results in a final account balance of $

Wave researched this issue and called the person who filed the complaintShe wanted to bring to Wave's attention that Comcast claimed a Wave technician had removed a resident's serviceWave assured her that the company would look into this issueThe person who filed the complaint thanked Wave for
calling and considers the issue resolved

Wave researched this issue and discovered that the customer's account had been credited in October for months of serviceWave called the customer to see if this would meet with their approval, but the customer felt that he should be offered more for the ongoing internet connectivity issuesTo
make sure the customer was satisfied, Wave applied a special promotion, lowering the customer's billThe customer said he was happy with the solution and would be contacting the Revdex.com to close the complaint

Complaint: ***
I am rejecting this response because: I already
paid my billThe issue is not whether I can pay it or notThe issue is that they should enhance their service and they should not charge their customers when the service does not workI am no longer a customer with Wave Broadband and will never become again nor recommend it to anyone I knowI simply believe that businesses should be more ethical and fix service issues they have and while they do that, should not be charging the customer.
Sincerely,
*** ***

Wave took the following actionsFirst, Wave's representative listened to the customer's concerns about the previous supervisor call, specifically that the Wave representative was rudeSecond, Wave applied an immediate $credit to the customer's accountThird, Wave worked with the customer
and offered him a promotional price normally meant only for new customersThe customer has not yet accepted the new price, but Wave left a voicemail explaining the offerWave believes this issue has been resolved

Wave researched this issue and determined that the $increase came from two sourcesFirst, the customer had previously been given a 12-month promotional price, and that offer had expired, resulting in a $increaseSecond, the cable networks raised their prices, causing the additional
$increase in her billWave offered the customer a one-time $rebate to match her previous 12-month promotional priceWave also offered technical support for the TV issues she reported in her complaint, but the customer declined for now, saying she was too busy that momentWave's technical support is available 24/7, so she may call in at her convenienceWave believes that these issues have been resolved

We spoke with the customer's husband who reported the previous issues have been resolvedWe offered an upgraded internet package at a promotional rate to make up for the inconvenience

We apologize for the confusion and delay in respondingOur service team has contacted the customer and sent a letter showing the account is in good standing with no balance owedWe have also updated the account status with our credit reporting agencyWe hope this resolved the matter

RevDex.com:Hello, Thank you for your follow up on my complaint I received a call from a Manager at Wave Broadband on 11/16/ He was very apologetic and refunded me a month's service charge He is also going to make sure that the technicians can easily see that there is a tenant in this unit and to not disconnect in the future He handled it very well. Thanks again for your attention.*** ***

We apologize for the delay in respondingAfter reaching the customer, he indicated that he was disappointed with the availability of techs in his area, but his service issue had been resolved and wished to see about transferring his Wave service to a new residence

Wave Broadband has looked into your complaint, Wave's technicians have discovered equipment and parts to fix your connection problems are on back order for approximately six (6) months. Wave's Mark K*** informed you of this and agreed that you should not be expected to pay full price, this
information has been forwarded to Wave's customer service personnel. Mark also informed you that if the problem has not been resolved by the end of the month for you to call in for another credit accordingly. Wave believes your complaint has been resolved