Wave Broadband

Wave researched this issue and determined the following. Wave has visited the customer's address multiple times. Each time, a Wave tech has found no issues on its end. Each visit confirmed that the modem is online and the signal history is good. Wave's Network Operations Center (NOC) also confirmed...

the techs' assessment. Wave believes that the customer's equipment (not Wave's), specifically, their routing system which incldues multiple switches, is causing the connection issues. This has been explained to the customer. With regard to a service credit, the customer is requesting $2,000 in compensation. Wave does not believe this is warranted. Wave is willing to help further if the customer calls, but believes that the issue is caused by the customer's routing equipment.

Wave apologizes for any inconvenience the visit may have caused the customer but it was within our rights to take the action that we took for the health of our network which many customers rely on. We have shared the FCC law which grants us this right: https://www.fcc.gov/guides/cable-signal-leakage

Wave researched this issue and confirmed that the customer's connection is not being throttled. Rather, there are known network issues in the customer's area that are causing reduced speeds during peak hours. Wave is aware of this issue and is working on a resolution. Wave provided that information...

to the customer as well as a Network Operations Center ticket number for the issue. To compensate the customer for slow speeds going back several months, Wave credited the customer an additional $175.00. Wave is actively working on fixing these network issues.

Our service team contacted the customer and confirmed that their services were working satisfactorily with no issues since 8/29/17. Our rep confirmed the customer was able to log in and use their email account as well. We are waiting on local contractors to confirm work timeframes and will update the customer as soon as we have more information.

A check for $148.32 was drafted on November 9, 2016 and mailed to the customer, who received and cashed it.. A copy of the cashed check is attached.

Wave did attempt to contact Ms. [redacted] multiple times, and is happy to discuss these issues if she calls our support team. Her account still shows unreturned equipment as well as a final balance. Wave would request that the customer contact us and she can do so by calling 1-866-928-3123.

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]

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]

Our customer service team voided the check that was not received and sent a new one. The refund check was mailed to the customer on May 6, 2016.

There is no further action needed.

Complaint: [redacted]
I am rejecting this response because:A credit is one thing, but it does not address the underlying, systemic cause of the problem, how it has been or will be addressed and what is being done to ensure that the matter is permanently resolved.More importantly, it does not address the issue that Wave  and its employees knew of the ongoing problem and failed to address it for over a month (specific statements from service providers that came to our site repeately stated that "the area is known for being problematic," "we are out here (in this area) almost every day, because of the problems," "we've complained to the supervisors, but they haven't done anything" and "our supervisor has known about the problem for a while, but nothing's being done--I hate coming out to these calls, because we can never do anything--It is an upline problem."
Sincerely,
[redacted]

The customer believes that he upgraded his package from 20Mbps to 55Mbps, and has been paying for a faster speed without the equipment necessary to support the faster connection. Wave's records show something a bit different. The customer was automatically upgraded (at no additional charge), and a...

notice was provided at the time telling the customer that he would need to upgrade his modem to take advantage of the upgrade. Wave reached out to the customer three times this month to discuss the issue, but he was not available to speak each time. On the last call, the Wave representative was told by the customer's wife that he would call Wave when he has time. Wave believes this issue has been resolved, at least until the customer calls back.

We are still waiting to hear from our construction contact as to the status of the complainant's property and serviceability. We apologize for the delay, and will update asap when we have definitive information from them.

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]

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, 160 channels (close estimate when including HD channels), Starz, Encore, Movieplex, and HS (High Speed) 100 (internet) is $89.95.  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.

There was a combination of infrastructure issues causing confusion as to the cause of the customer's poor service, which delayed our ability to resolve the issue. At this time we believe we have repaired the equipment in question and resolved the service issue, and a credit has been submitted for...

the customer's account.

Complaint: [redacted]
I am rejecting this response because; during the phone call , customer service was unable to provide a copy of the terms of my internet in  service plan questioning the data limit or non limit as I requested.  This was not an item to be dismissed, it just required no further discussion as neither side could provide the document and further debate was immaterial at that time.  The plan change and overage charges for nov and dec being waved are agreed to.  the terms of the old plan should easily available from legal or marketing I would assume.  I dont see this as an abnormal request. I would appreciate an official response in writing. If the company is correct in their assertion that there was in fact a data limit, I will gladly conclude this issue. thank you
Sincerely,
[redacted]

IP Geolocation is maintained by third parties for data and tracking purposes. The complainant would get better results from contacting these providers. We are working to find a solution that might work, including our static IP business offering, but have not been able to reach an agreement with the complainant.

Wave researched this issue and found that the customer has already switched providers. Nonetheless, Wave called her to review her complaint and credited her $46.38 on her account. The customer was happy that Wave called and addressed her complaint.

We are still trying to reach the customer by phone to resolve the issue to their satisfaction. We will update the complaint as we have more information.