Wave Broadband

Wave researched this issue and determined that the customer is trying to access their Yahoo account, not their Wave account. Wave can not help the customer with her Yahoo account as that is not a Wave service. That being said, Wave can help her enable or disable email billing. Wave called the...

customer twice but the phone rang for several minutes with no option to leave a voicemail. Wave considers this issue resolved, but is willing to help the customer with issues regarding Wave services.

Complaint: [redacted]I am rejecting this response because: You did not even offer a resolution, nothing.  We discussed it on the phone, my Doctor's office tried to report the problem to her carrier [redacted] they informed her that Wave broadband has contact information to resolve this problem with [redacted].  You need to actually come up with a way to fix the phone problem.   Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:After talking with the person in charge of our billing, I am very pleased with the solution to our bill.
However, I have still not been contacted about the initial issue of our internet not working. It is nice to have been offered 4 months of free internet, but that is internet that we don't get to use I contacted Wave again today to see what the holdup is. The customer service representative (I believe he said his name was Steve) was extremely rude from the beginning. He told me that he finds it "suspicious" that I do not contact Wave every time my internet goes out. I was not aware that I needed to call them multiple times a day, after already calling them several times over the last few months and they know what our issue is and have not bothered to fix it. I feel like he was blaming me for this issue and he handled the phone call in an extremely unprofessional way. The issue has still not been completely resolved.Sincerely,[redacted]

Wave contacted this customer twice via phone but was unable to reach him and instead left voicemails. Wave is willing to credit the customer $80 on the account as requested to account for the issues, and apply a price promotion to the account  that is normally reserved for new customers. This...

will reduce the bill. Wave is also willing to speak with the customer to determine exactly what happened, take any additional action that is necessary, and provide more clarity on the bill. Wave will attempt to reach the customer again via phone on 2/23.

Wave researched this issue and found the following. First, the issue impacting speeds has been resolved. It was a known issue impacting speeds in that area. Second, Wave called the customer multiple times in an attempt to confirm the issue was fixed and offer a credit to the account to make up for...

the poor speeds. Wave was unable to reach the customer, but has adjusted the bill to reflect a lower introductory rate for the next 12 months as a way to try to make things right. Wave invites the customer to call for more information or to troubleshoot any remaining issues, but believes this has been resolved.

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

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 Wave. In terms of the internet service, Wave initially believed it could provide service to the address because a cable drop was installed at the site. However, 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 service. Wave could not have known this until technicians were on the ground to examine the equipment.

Our service team reached the customer by phone and credited an agreed-upon amount to compensate for past service issues.

Complaint: [redacted]I am rejecting this response because: As of 07/28/15 the extremely slow internet speeds that originated this compliant were still valid. The 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 controlled. Anyhow the tech finally called at 2040 hours to tell me he would arrive at 2100 hours. Since I leave for work at 0400 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 usage. I have made 2 calls to support in September and 1 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 progress. At 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 me. You might look at how Nordstroms takes care of their customers...it would serve you well!Sincerely,*. [redacted]

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

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]

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

Wave researched this customer's account and made multiple attempts to contact him by phone. After leaving multiple voicemails, the customer has not responded. Over 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 $59.95 / month. If the customer answers our voicemails, we can apply the new rate and credits to his account.

On June 28 we contacted the customer and removed the equipment fee once the account was paid up and in good standing.

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.I am disappointed that it took a Revdex.com complaint to achieve resolution, and hope that it does not take Wave 9 months to respond to a complaint in the future. There are many opportunities with my issue to change their customer service for the better.
Sincerely,
[redacted]

Wave researched this complaint and confirmed that Mr. [redacted] is excluded from Wave mailings. He was added to the exclusion list on 11/18/2015. However, because Wave plans its mailings several weeks in advance, he may receive mail for up to 30 more days following that date. Wave can look into this...

further, but suspects that this is what has happened. Mr. [redacted] is welcome to call Wave at 1-866-928-3123 or email at [email protected] with additional information, including an image of the mail and the date it arrived. With this information, Wave could do more research to confirm that Mr. [redacted] only received mail because his exclusion wasn't processed before that piece went out.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] Please See Attached Documents [redacted]
As this is the 2nd time in 2 years they billed me double, they should credit 1 more month. Also, I doubt I'm the only customer they do it to. Maybe you or the FCC should check it out.

Wave researched this issue. The customer's phone service will continue to work even when the power goes out because the phone system has a backup battery. However, the issue wasn't a local power outage at the customer's home, but rather a wider power outage at Wave's head-end. When there is a global...

outage, the phone will not work.  Wave called the customer and explained this, as well as credited the account for $70 to compensate them for their [redacted] installation fee. Wave believes this issue has been resolved.

Issues with service persist.  Moreover, no credit has yet been received.  Until such time as an actual credit has been received and the issues are resolved, this matter remains open. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
For a long time I have tried to contact Wave and they often lie.  I have called them and emailed them dozens of times.  They could do something via email but they refuse to.   They have also offered other people much better deals than the last one which they never told me about.   They need to contact me via email and make me an offer at least equal to that of everyone else.   
Sincerely,[redacted]