Wave Broadband
Reviews and Complaints

I'm calling to dispute charges for a phone line I canceled 06/26/2023. The line was immediately disconnected. Therefore, I unplugged the phone, I no longer have a land line. I'm being told today via chat that the line is still active. This cannot be and I will not pay the charges. I need to speak to someone.

I have attempted over 16 times today to contact support and my calls keep getting dropped which is making me really angry. I've spent way over the amount of time trying to work on this than needs to be.

I need some answers now.

[protected]

So I only have the ability to use Wave Cable out where I live at. I have had numerous technicians out here and every time they resolve the speed issue for only a few days. I am paying a ton for 1 Gig speed and never achieve over 560 Mbps. I call them to complain but in order to receive credit for services not given they need me to call in every day to get a credit. Why do I need to do this when they know on their end that my speeds are slow and even admitted it but still need to call them everyday? They have been doing this to me for 11 years now and every time again the technicians only get it to work for a few days as mentioned. I am sick of this but I can't get anyone else that can even offer 500 Mbps. All the other services don't come out this far.

Canceled services 03/21/22 due to sale of home.

Local office closed to return equipment due to covid/staffing.

Called 03/25/22- they were supposed to send me fed ex label to return.

Called 03/31 to get return label or location in Scappoose Oregon.

Called 04/05/22 & received fed ex label.

Returned equipment on 04/09/2022.

04/15/22 $968.00 taken out of account.

Called 04/19/22 to get refund. On its way.

Called 04/25/22 to get refund. Should receive in account 5 days.

Called 05/02/22 to get refund. Should of received manager will call me back.

Called 05/09/22 filed a case # 1642029. Will receive money w/I 14 days.

Called 05/23/22. Refund on the way by mail or acc refund? Give another 3 weeks.

Have requested to talk to manager each call. Never one available. Always told one will call me back. No calls received from manager/s. They will not provide contact information for managers, legal office…

I had a technician come to my home on 3/08/22 @ 1pm. His name was Jacob.

I asked him to check to see if the TV was working but he said he couldn't because I needed a power surge box which I didn't have. I called in to customer support and they told me it was a modem issue. Also, I do not know how to connect to my internet and Jacob told me they do not connect anything and that the customer should do it. He told me he would gladly disconnect all services today without a problem.

I am now left without tv or internet and had to schedule another appointment to have a different technician come out which is a huge inconvenience since I am very busy with an infant to care for.

I live in a neighborhood where my ONLY choice is wave or satellite which is trash. We set it up to upgrade our upload speed to 30 for an extra $5.00. We have yet to see it go over 10 for the upload speed. I want a refund for all the months. Don’t let your customers pay extra for a service that we don’t even get. Wave is terrible. Internet goes out all the time for days. Yet no compensation for it in the bill.

Continuous problems

I have had to contact Wave several times due to my internet going out-and resetting several times on my own. This last time taking more than an hour. I shouldn't have to continue contacting them because their equipment or whatnot isn't working. We have 2 people working from home and kids who need to do homework online. Not as important, but we also use internet to stream our tv service. No available appointments for over 2 days. I understand that isn't a lot of time, but when you can't work because of it, it is irritating and very frustrating! Just get your equipment to work and keep it working!

I have never had so much trouble with the TV cable or phone in my entire life you contacts the customer service people All they tell you to do is check the connections reset the box or it should be back on by 5:00 they really never know nothing and all we do is meet her on the bush and waste your time have never been more disappointed

I have not had access to my e-mail since 9/29/2021. It is 11/1/2021.
PROBLEM: did find out from employee that Wave has had 7 different contractors, handle internet, e-mail issues, over the last few years. Is there a legislation that would limit the number of times allowed to contract out their internet customer care?
I have been customer 27 years.
MY REQUEST: I want access to my e-mail and assesment of billing charges reduced for September 29 through the date e-mail restored.
9/29/2021 I was told to access website another way ( there are 5 ways to access e-mail) unsuccessful
10/8/2021 - case created #1537533- provided with new password/ no luck. The "promise" of a call back in 24-72 hours
NO CALL BACK
10/9/2021: No call back. I VISIT Wave on Mile Hill in Port Orchard speak to Courtney explain problem ask for supervisor Supervisor not avaialble ( driving) will call today, if not tomorrow for certain .
NO CALL BACK
10/14/2021: Call Wave, explain problem again new case created #1540906 - different number, first case was never resolved. "promise of phone call 24-48 hours"
NO CALL BACK
10/20/2021: I was told again to expect call in 24-48 hours
NO CALL BACK
10/28/2021: I VISIT Wave on Mile HIll in Port Orchard talk frankly to CS. Stephanie, was kind, helpful and apologetic. I wrote down new password she provided followed by steps to take. I ask if I can take my MAC to a computer tech for help. She sadly tells me only internet tech folks are able to help me. I feel victimized at this point.
11/1/2021: Password unsuccessful.
11/1/2021: I log on to access BILL. I am not receivng e-mails about account, that log on NEVER FAILS. I engage in virtual chat with person, Javier. I tell him I won't paying full amount since no e-mail 9/29/2021 to present. He is sorry. He sees the open case number, looks like someone worked on it.

I have not received any assistance from Teresa representative handling apt complex; Teresa egregious conduct now blocked text messages because she lied to family member
I have yet to get any help or assistance from Customer Care not only by phone instead aggravate customers without services rendered (have no internet) such unfair business practices?
It's now October going into November and wave broadband has not assisted or tried to rectify their fraudulent +unnecessary billing or their lack of transparency
I cannot call Customer Care and talk to somebody without fail vs wanting customer to pay for (no service) which is Internet
They keep saying they mailed bill (have not received any bills except for Sept termination however too coincidental after visiting their Seattle office Sept 18, 2021 post dated Sept 10, 2021 looking for July August September WaveG bill never received there's several tenants in building have problem with WaveG and yet you can't contact him you call him and the phone number is disconnected or the emails and they don't respond

A representative was provided a voicemail pertaining to WaveG non-transparency various coax modems however that waveG don't use coaxial modems Instead the representative blatantly lied causing a rift in billing practices and old non-updated material not provided to the customer his bill is now $50 less than the first time still not getting any bills or any transparency on his monthly amount and feel as though they are going to strong on the customer into paying something he doesn't have

I have called Wave Broadband four times over the past three and a half weeks, always about the same problem. I lost my ability to access my incoming emails on about September 8th. Today is September 29th. I can, and have always been, able to send out messages, but I cannot receive any new ones.
I have been a customer since cable was available where I live, approximately 25 years ago.
Generally, if there is a problem, Wave and it's predecessors have been quick about remedying the issue. This is clearly an exception.

I have called four times. The first time, I was given an "event code" and was told I would be contacted within three days. The next two times I was also told someone would be in touch, it was a "back of the house" issue. The fourth time I called, I asked to speak to a supervisor. While the agent did speak to her supervisor, I was never allow to do that. I was told that the supervisor had no authority on the "back end" staff, therefore there was no point in speaking to her. I was assured the problem would be addressed within 48 hours, but alas, that timeframe has come and gone, with no remedy.

I've called every month expressing concerns of no Internet activity regarding waveG; no employee has returned to resolve the issue of no connectivity expect A person to pay money of monthly charges?
I drove to Seattle office today and they said they mailed a bill they still expect money to be paid even though I have no Internet
yet I have not received a single bill for 4months yet waveG customer service expects new customer to pay $122 however
I have no Internet activity! +NO connection in my apartment!
I've expressed this so now GWave steals monthly rates +customers money 4766 1st Ave. Seattle 98122 office now expecting payments rather than verify their alleged mailing for services not rendered
Customer service does not exist my plan doesn't exist on pamphlet my plan was created nor provided
It's all about screwing customers+ no activity is present except wasting customers valuable tasting as customers should charge for their time being unnecessarily wasted Stealing money from customer or crimes of services not rendered
Could that be the reason why the founder of WaveG G is not available

Worst customer service I have ever had to deal with, they hang up on you if they can not assist you, they even hung up on there own tech. They have not been able to fix my problem I wish there was a person or place to go to that will help the customer

My kids are still out of school and have to go to to target or starbuck to get on the internet and the people that work there have the attitude of oh well no my problem

We have an intermittent issue and we completely understand how hard it is to solve these but...Here are my complaints. Each time we have the issue, our history is not considered. It starts all over - 1st visit does nothing, 2nd visit does nothing, 3rd visit does nothing, finally 4th visit they start listening. We have shown proof of outages and weak internet for 3 weeks. No one listens. On the phone they promise us a scheduled visit, then the confirmation comes and it two days later than what they told us on the phone. I will not call again, to sit and wait for someone for 40 minutes to answer. Why? because it does nothing. The technicians arrive and sit and look at our modem for 15 minutes and say - everything's fine. They know that is the goal of their visit to make the customer feel like they are being heard then leave. The problem is there is zero competition or we would be gone...

I closed my internet cable account with Wave Broadband in October of 2020 but my email account has not been closed. It is still receiving mail and this could result in identity theft or other damages to me and my family. I have spent hours contacting customer service and technical support and been promised at least three times that this email would be inactivated.

Our WAVE internet service went down after a storm knocked out the power here 8 days ago. I have called WAVE everyday, since the outage began. (our power was restored in 3 days). All of the neighbors on our street have Comcast and their internet service was restored the same day the power was restored, so they were down 3 days.
Then there is WAVE BROADBAND.
This is my experience with WAVE:
ON day ONE: I call WAVE technical support and let them know my service is out and the CABLE IS LYING IN THE ROAD. They give me an ETA of when service is expected to be restored (2 hours). The time comes and goes and they just change the time on the recording but they never come and fix anything. This goes on day after day after day. I keep calling daily to talk to WAVE "technical support" to try to get someone out here to fix the broken cable. They keep telling me "a crew" will be out. Finally, I beg them to set up an appointment which is 10 days out from when my WAVE service first went out. In utter frustration, I tweet them to try to get someone out here to fix the cable that's still LYING IN THE ROAD. This results in them sending a guy out who wants to come in my house to run a diagnostic on my equipment. (he has to drive over the cable lying in the road to get to my house). I tell him there's nothing wrong with my in-house equipment, THE CABLE IS LYING IN THE ROAD DISCONNECTED. He argues with me that he's getting some strange readings that say my equipment isn't working. I walk him up the driveway to show him the downed cable he just drove over and he says, Oh, your line is down. This will take a line crew to fix, I can't do that, I'm a technician.
Can you feel my pain yet?
After he leaves, I get an emailed service review survey from WAVE to find out how satisfied I am with my service appointment. When I click the link to respond and take the survey...wait for it...the link doesn't work.
Seriously.
I call and tweet again the next day...and still no service. My experience with WAVE BROADBAND SERVICE is a complete FAIL. They are the bottom of the barrel. 8 days with no service and counting.

This is now the second year in a row where WAVE started removing available channels from my contract. Each year it has begun about three to four months from my contract expiration date. I get no notification beforehand. But instead I am suddenly told that I am not "authorized" to view such and such a channel; channels that I have had for months. Oddly enough, the channels they remove are the ones that I watch to most. This year WAVE has de-authorized me from at least five channels (my favorite channels), yet, my monthly payment never reflects that I am receiving less and less for what I'm paying. In fact, WAVE continues to increase my charges - almost on a monthly basis.

I am a 22 year loyal Wavecable customer who may be a former customer. About 3 years ago, my cable bill was increasing to the point that I chose to discontinue their cable service and go with Direct TV through Costco. I kept Wave internet and internet phone service. In Oct.2020, I noticed I was owing on my monthly bill although I thought I was current. Seems my discounts ended and I didn't renew them so my bill dramatically increased. I called them, had the discounts reinstated and paid the amount I owed. November bill showed up but had an additional $144 charge. I was told it was a charge for the digital receiver (that was removed 3 years prior). Why after 3 years am I charged AND if they took the receiver, why am I charged? Case was opened so I called them yesterday and was told the case was closed and they verified I owed them. Seems they can't find the receiver's S/N, so I must still have it. They took it 3 years ago. Now the charge is $158! What the hell? I'm not sure if I can take them to small claims court but I'm getting nowhere with their phone reps. 22 years and this is how they treat a long standing customer. I have perfect credit and this better not tarnish it. Anyone else have this problem and did you resolve it?

I am long-standing wave customer (dating back to Astound). Originally, I was enlisted by their VP as an informal consultant as they were setting up their market in the SF Bay Area. In exchange, I was promised and initially received reduced charges on my triple play service - with a promise that this would be my monthly fee as long as remained a customer. This did not happen. WAVE's reasoning was that their computer system lost all of this data.

The VP left the company accompanied by his promise to me. WAVE has not honored their promise. I renovated with them - each CS reps stating that I am entering a new 24 mo. contract which would be renewed t the conclusion of that contract date. This has not been true.
i.e. I was promised a new reduced 24 mo contract (channels now reduced) which was in effect from 07.2020. It was cut off in Nov. 2020 (3-4 months later) without notice. Upon receiving an increased billing, I tried reaching WAVE with holding/waits of over an hr., only to then be cut off unexpectedly with no call back. In my own calling back again, I was put on hold after being told my bill would be increased about 60-70% monthly as WAVE failed to enter the correct contract info in July. Ostensibly I was waiting for a manager - but the recorded message told me to remember to check back in with my customer and then to check with Watson.

This is not only unreasonably and crazed CS, it is unethical, mis-representative and, perhaps, illegal.

I would greatly appreciate your assistance in resolving these issues once and for all.