Wave Broadband
reviews and complaints

Wave Broadband - Worst Service in the Country
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I made an appointment two weeks ago to have internet installed on Thursday morning (August 27, 2020) between 8:00 a.m. and Noon. At 10:30 I received a call stating the tech was on his way. The tech never arrived. At 12:30 I called Wave Broadband and was told the tech had already been there. Not possible. At 1:00 p.m. I went to the Port Angeles Wave office and they apologized and told me the tech went to the wrong address. (B.S.)

The staff then said they would expedite my installation and that a tech would be at my house between Noon and 5:00 p.m. the next day (August 28, 2020). Again, no tech showed up and I got no calls. Worst service possible. Stay clear of this clip joint!

If their actual services performed as poorly as Customer Service or the website, there would be a mass exodus of customers. Phone calls to [protected] always result in a lengthy series of announcements followed by:
We are experiencing an unusually high number of calls. Be prepared for a wait of 20 minutes to talk to an agent.

Then, the excuses for all problems are described as "issues related to a new billing system. At 9:30PM Pacific on Sunday, I waited 30+ minutes before hearing a live voice. That person was gravely untrained on how the WAVE system worked. When I wanted to pay my bill with a credit card, the agent said "Go to the Website". Seriously!

I did just that and my payment has still not been applied to my account.
The website refers to an OnLine Chat Option but four of us could not find a connection anywhere. Seriously!

I guess the old adage about 'getting what you paid for' really applies with WAVE.

On 7/9/20 we lost cable tv service at 10:00 pm. I called tech support and had an extended waiting time, so waited till the morning of 7/10/20 to call them back. On 7/10/20 at 09:05 am, I talked to tech support whom through remotely testing the signal, was able to determine the cable box in bedroom failed. He stated "since this is an equipment failure, this will be a same-day work order." he then proceeded to ask me covid safety related questions (all no). He told me we would receive a telephone call at least 30 minutes prior to the tech responding to the house.

At 4:15 pm, I checked with my wife to see if she had heard from the tech and said the last she had was a recorded call saying it was going to be between [protected]. I again called tech support and after holding for over 1 hours, the customer service tech asked me what the purpose of the call was and when I explained it to her, she simply said "i'm sure they're just running late; they'll still be there. So, not long after I hung up, my wife called and said she just received another recorded call saying the service tech will be out 7/11/20 between [protected]. I immediately called back, 6:03 pm, and talked to yet another customer service tech who put me on hold and stated he was talking to the service supervisor for the lincoln office. He came back on the call and told me the tech will be calling me within 30 minutes to let me know what time to expect them. I asked, within 30 minutes?, and he said yes.

I waited till 7:30 pm before calling back, where I was on hold for another hour. Once the 5th customer service tech answered and I explained all this to her, all I got was"sorry for the miscommunication."I asked to speak to a supervisor and there were none on-duty throughout the entire country. I asked her to put verbatim that I wanted to have a supervisor call me first thing in the morning, because through discussing the sequence of events with her, I discovered the customer service tech I talked to at 1800, either lied to me or lied in the notes he put in the call.

At 1237 pm 7/11/20, I called and requested to be transferred directly to a supervisor, because no supervisor had bothered calling me yet. Once on the phone with a supervisor in texas named jesus, I met a brick wall. He did not seem to care that I was lied to or led on by his customer service techs and even became what I would refer to as being condescending by saying"well, you do have an service call scheduled for today, but if you want, we can reschedule it for wed, 7/15?'

Throughout this entire process thus far, wave broadband cable tv customer support has been very unsympathetic to the loss of our service through their equipment failure and the inconvenience and frustration this situation has caused. Additionally, the fact their customer service rep was either lying to me and/or put false notes in the call didn't seem to bother them.

I guess that I am one of those rare people who does not like being charged for services that I am not getting. This is the peoblem I was having with Wave. I went into the local Wave office to see about getting some of their products. The Wave Tech came out to our Apt and started to hook up the cable to the tv. Now the only cable outlet we have is in the living room. He gets the tv hooked up and then placed the modem on the floor right next to the tv stand, ran the tv thru a few channels and he left. Later that day I went down the hall to check on our computer and printer. The computer was very slow to load and when I tried to print something from the computer, it would not work. I tried some things to see if it would print, but nothing. I have a Canon pixma printer so Icalled the Canon Tech support to find out what was wrong. He ran a test on the computer and told me that the signal was very weak to the computer, only 43% and it needed to be between 65 to 70%. Now comes the real fun stuff, . It dawned on me that our computer and printer are all the way down the hall in the guest bedroom and our modem was placed by the Wave Tech in the living room. I went out and bought 25 ft of cable and moved the modem down the hall across from the guest bedroom. The computer did load a little faster, but we could not still print from the computer. I tried to call customer service a few times about this problem and was left on hold a long time and dropped twice, so I decided to go into the local office. I told the rep what my problem was and she set up an appointment to have a Wave Tech come out to check on this problem. When the techarrived I told him I was having and he told me that he does not work on printers. He took out a piece of test equipment, waved it over the computerand told me that I had a very weak signal coming to the computer and told me that I would just have to live with it and he left. I was really having a problem being charged for high speed internet, modem rental and many other fees, taxes and charges.

Consumeres are stuck having to use computers and the internet to function in todays society. Wave has to be the worst internet and cable tv provider I have ever had the misfortune of having to usr even if only for a short period of time. It would be nice if they hired knowledgeable people to work in this field. Here is another good one, we have only had this Wave humpty dumpty service tor 2 month, but we have received 3 billing statements. I would strongly recommend that you run, not walk away from this Rip Off company. Do a little research on other providers in this area and you will be much better off. Good Hunting

I'm trying to get a service at a new address at 901 Larch Avenue South San Francisco and the representative keep telling me that I will have a service over there but keep trying to open tickets I probably open almost 15 20 tickets and is not been getting approved is a brand new house and I'm been getting wrong information from the representative please if somebody can take a look about my complain and call me back at [protected]

My service was interrupted this afternoon after I had just made a payment 6 days ago. I had spoken to a representative and paid the amount I needed keep my services on, and was told that would be all I needed to pay until my next bill which is not even due yet! But now this afternoon 6 days later, my services are shut off, and they will not restore them unless I make another payment! What?! How can that be correct? The supervisor I spoke with named Eddie was very rude and would not allow me to speak with anyone else or give me any information about filing a complaint, only that he would file a complaint against himself for me?! That seems so very unprofessional, and I was able to find this forum after searching the internet for myself! I would love to hear back from someone as i feel this is a mistake on Waves part and my services should be restored!

My TV went off about 1:30pm, on 8-8-2019; I have been calling and calling; I been on hold so many times, I never was put through to the technical department; I would either get hung up on, or afterror holding so long I would hang up and call back, finally someone answered from customers service and told me I had to pay $300 and and they would turn it back on, it never happen so I repeated what I have been doing (calling ), then someone finally answered; I told them what happened and he said he would connect me the tech and I told him no that he has to take care of me because I'm tried of being on hold, he then said that I owe $240 for missing July payment, which he never explained the reason for the other payment, he was very rude and never gave me his name, and my conformation number; To me I think your company dogged me and just wanted more money, the first man that got the first payment said all I needed to do was pay $300, and the TV would be back on; never happen, If my apartment building used any other cable company I would sure leave this one!

Last try before complaining to the FCC. I have mobility issues and rely on the cable broadcast of the basketball games. A couple months back Wave went digital. In doing so they decided to take away one of the main channels that I watched. Channel 723 HD and Channel 23 the sports California channel to watch my Sacramento Kings. I have had the channel since I started the Wave service. I am trying to live on Social Security as my sole income. When I called they said I would have to pay another $60 a month to upgrade my package to get channels I have no interest in watching to regain the channel that I had. I view this as a forced sales technique a a form of fraud that I cannot afford. I want the channel back or I will register the complaint and switch to another service. I'm holding off reporting to Yelp, and social media as well.

Today is November 21, 2015. Our Internet service has been malfunctioning for about 4-5 days. You have to wait over one half hour to get a customer service person on the phone. On their website, you must know your account number to register a problem. We pay online; don't have our account number! Name, address, phone should be enough. These are frequent, recurring problems. We would like our Internet to work reliably and our cable channels to be free of pixelating.

The complaint involves a health issue, because it involves hearing loss. The ability to use closed captioning (CC) is of vital importance to anyone that has a hearing impairment. It is a link to the outside world and to communication. Wave Broadband's service, however, makes it very difficult to use CC, because CC does not turn on and off via the remote control. In order to use CC, it must be turned on/off through a complicated set of steps on the cable box itself. Other service providers such as Comcast have CC on/off right on the remote control, making it easy for all household members to turn on or off at the press of a button depending on their needs. This issue needs to be addressed; it is an easy programming fix, and would benefit many many people.

Speed problem for 1.5M&6M NOT for 10M&18M, Port Orchard, McCormick Wood.

I have been with WB (Wave Broadband) since December, 2007. The problem happens during PEAK HOUR typically between 7 to 11:30 PM, the speed drops to 25% - 50%. Every time the incident occurs, WB will ask me to use the ethernet cable instead of wireless (plug&unplug), reboot the modem and do speed test about 10 times (10 sounds official – I guess).

Then WB will arrange Technician to come to my place to look for the SOURCE OF PROBLEM. Now they dirty my carpet and hardwood floor. Technician is pretending doing something at the main box at sidewalk as well as panel attached to the home. Then, test the modem. Next, give me a yellow slip (receipt) that noted everything is okay during the visit (day time).

After I learn that I have been fooled by the WB's charade, every time the speed drop by 10% or more I got credit for 1 day (if I am willing to hold for 15min but NO MORE plugging Ethernet cable & speed test & Technician). So those who have 18M or 10M will get priority and left over bandwidth is for 6M or 1.5M. I have suggested WB to sell this portion of area to Comcast or others.

WOW, playing charade almost 2 years - thanks WB.

Below is dated and name of person that I have talk to (not complete list)
05/29/08 – Devin
11/08/08 – Leon
11/08/08 – Dave
11/14/08 – Ralph
11/27/08 – Dave
12/05/08 – Andy
07/22/09 – Ryan
08/05/09 – Vallet
09/26/09 – Sheila
09/27/09 – Mary
10/31/09 – Ryan
11/17/09 – Danish