Wave Broadband Avaliações 24

I subscribed to their residential Wi-Fi service in the State of Washington in May or June 2019, because it was recommended to me by one of the leasing agents for the apartment community I had just moved in. The gentleman mentioned that their internet speeds would be higher than the alternative, Xfinity, albeit the price would also be higher.

My understanding was that I was entitled to a special promotion: my first month of Wi-Fi service was to be free-of-charge.
At the end of the service, when I moved out of the State of Washington and to an area they do not offer Wi-Fi services in, I realized that Wave had been charging me for every month of Wi-Fi coverage: no mention of the one-month free-of-charge promotion anymore during the whole life of the service. Fine, I thought, I will check the total amounts I paid to this company and figure out whether they actually honored the promotion without letting me know proactively, by any chance.
However, around the same time I phoned to request the closure of my account, I received in the mail a bill to pay Wave for Wi-Fi service for a one-month period, which they claimed had been left unpaid. That was really weird, as I had been on autopay during my whole customer tenure at Wave, and they had always had all the authorizations they needed to just charge me what was fair and agreed upon without sending out a paper request for payment. That is when I realized the dirty trick Wave had played on me: they had let me have one month of free service, indeed, but as soon as I left, they asked me to pay for that month back.
As a consequence, I spent several phone calls with their customer service agents trying to clarify the promotion and the billing status of my account. I will remember my whole life the moment one of their agents mocked me on the phone while I was on the line with him trying to figure out what this mess was. At each of my interactions on the phone with Wave customer service agents, I felt that I always knew more about my bill, or about the promotion I was supposed to enjoy, than they did.
I had to write a letter to Wave's HQ following the uselessness of their customer service team regarding that specific issue: I usually do not do that, and my letter basically invited Wave to be reasonable and to give up the amount requested in the bill mailed to me, in order to properly honor the one month of Wi-Fi free-of-charge promotion. In the letter, I also stressed the fact that I had never missed a fairly-requested payment to a company before.
After they received the letter, and after I took my decision not to pay for this bill which I deemed to be extremely unfair and rude, the only response I got from them was a letter from a credit collection agency for the amount of the bill I had received from them in the mail before. If I lost you, which I could given the madness of the situation I had with them, in summary: Wave turned a promotional free-of-charge period into a collection. Talk about the ultimate, over-the-top bait-and-switch practice! The irony is that I felt that the collection agency they hired, provided me with much better service than Wave: I paid online promptly, and my credit report was not affected in any way. It should not have been.

Also, how could I conclude sharing my experience without mentioning my memories from the day I returned their Wi-Fi equipment to the closest store (which was in the city of Seattle, WA but not downtown) to my Washington address. First of all, I was shocked by how few stores they had in the Seattle area of influence, and second of all, that particular store was located in a neglected neighborhood, in a neglected building, which made me wonder several times after I arrived in the vicinity whether I had come to the correct address. I had to park approx. 15 minutes on foot away (which, let's be honest, is an eternity in the United States) from the store because that is how inconvenient the location they chose for that particular "store" was.

On my first bill they included a $80 installation charge, even known I've been told there is no installation charge when I opened my account. I called them and I've been told that there is nothing they can do about the charge. When I asked for a supervisor, she hanged up on me.

We have wave for over 4 years. When it works it’s fine, when it doesn’t. A lot. There is very little support. No outage map. No estimate on repair times. No response from anyone at wave. It can return for an hour to just quit again. It’s everyone in the area. Apparently no concern for the customer and their work that needs to be accomplished. Very unreliable, and the insulting lack of information and concern for the customer leaves a very disturbing picture of Wave’s management team. It’s a Monopoly in our area, which probably explains a lot.

Unexpected $60 charge after termination.
Been a customer for 6 month. Great product and installation was smooth. Then, I called customer support to terminate my account (reason: moving out) and EXPLICITLY asked what was the process to give the router back. I was told they'll take care of that and that no action was needed on my end."Now, I've been gone for a month and getting a $60 charge for "unreturned rental router". There are no info online and customer support cannot do anything.
So everyone, be careful.