Wave Broadband Customer Service Issues

I have Wave internet service and scheduled an appointment to transition my home phone service to Wave on Monday, October 22nd between 4 pm and 6 pm. Despite staying home and waiting, no technician arrived. Upon contacting Wave, I learned there were issues with transferring the line. They rescheduled the appointment without notifying me, moving it to October 29th. Today is the rescheduled date, and it's between 4 pm and 6 pm, but once again, no one has appeared. After being on hold with Wave for over 28 minutes, I tried calling 1-[redacted] as the local number wasn't being answered. However, even this number didn't provide assistance. I am concerned about the level of service provided by Wave.

I have been on hold with the [redacted] number for over 2 hours now. Is there a more direct number available? The company claims they came this morning, but I was home and no one showed up. I received a hangtag without the technician's name. I am frustrated with the lack of service and want to be compensated for the time I wasted waiting. This experience has been disappointing, and I am considering switching to a different provider due to their poor service.

I returned my old EMTA modem and got the new HITRON gateway, but I ran into issues after setting it up. Despite successfully connecting devices and changing the name and password, I encountered an authentication error and couldn't access the internet. After a lengthy call with an agent that got disconnected, my subsequent attempts to reach customer service were unsuccessful. I believe the new gateway might not be properly linked to my account, and I am frustrated with the difficulty of resolving this technical error with customer support.

I am struggling to catch up on my bill. I called five times on various days, waiting on hold for over 45 minutes. Three of those instances surpassed 60 minutes, despite an expected wait time of just about 20 minutes. Unfortunately, I haven't been able to speak to a representative yet. I was hoping to discuss potentially having a portion of my bill forgiven, as it has been done in the past, and I wanted to communicate when I can make a payment. However, the automated system did not offer this option. It seems only speaking with a human representative will allow me to address these concerns effectively.

My internet service was disconnected due to a past due amount that belonged to my late mother. I provided her death certificate when I opened my own account at her previous address. Despite visiting the Port Angeles office four times and contacting them multiple times, the issue remains unresolved after five days without internet. I believe I should not be held responsible for my mother's outstanding balance as I started a new account in my own name. I urge for a prompt resolution before I consider switching providers. I have been inconvenienced by repeated assurances of a 48-hour turnaround that never materialized. I am eager to continue receiving the service I am paying for. Please inform me when my internet will be reactivated. I am willing to settle my own charges promptly once my service is restored.

When I switched from Comcast to Wave, most of my devices smoothly connected to the new router using the same SSID and password, except for my HP printer. Even though the router and printer are close by, just 6 feet away, the printer seems unable to recognize or find the network. Initially, there was an issue with 'Filtering' possibly due to MAC address filtering, but even after manually entering the SSID name, the network was still not recognized. I have tried troubleshooting by checking the network names, running the printer setup wizard multiple times, and adding the printer's details to the router manually, but to no avail. Considering reconnecting the printer software from scratch unless there's a better solution. It's puzzling that all other devices connect fine, except the HP printer. - CW

I recently signed up for Wave Service on 4/29/20 after seeing their ad in the mail. The scheduled installation for the service was supposed to happen two days later on a Friday. However, after receiving a notification that the technician was on their way, no one arrived to set up the service. I've tried calling multiple times for assistance, but have been stuck on hold or unable to reach a live representative. I'm not sure when to expect the installation of my new Wave broadband and phone service.

I have the basic cable package with your company and wanted to share my experience during the pandemic. Wave had provided "extra channels" for some time, which was greatly appreciated. Although I didn't receive an email about this, I was informed about the free HBO and Showtime weekend. However, after three months, I noticed that these additional channels are no longer accessible. My concern lies specifically with the cable news channels. I can't access Fox Network anymore, but still have CNN and MSNBC. This inconsistency bothers me because it seems biased and one-sided. If one news channel is removed, then all should be, to ensure fair coverage. This situation feels like a form of manipulation, and I believe it should be addressed. Thank you for considering my feedback.

I used to be a Wave customer over 6 years ago in Washington state. Recently, a business networking site suggested I connect with individuals using email addresses that were previously ours and are now associated with Hamilton First Baptist Church in Sedro-Woolley, WA. I am worried about the possibility of identity theft or a scam. The email addresses in question are: [redacted], [redacted], and [redacted] Unfortunately, your toll-free numbers block my incoming calls due to my international phone number. Is there a non-toll-free number I could use to contact you? Thank you, Curt Devoir +52 [redacted]

We contacted Wave Support due to issues with our TIVO system. A technician came on 8/18 to assess the problem and replaced our TIVO with an Arris DVR box, which seemed refurbished. He provided a new remote for voice commands but setup took longer than anticipated. When we tried using the voice commands, it didn't work. Customer service was unhelpful, stating the Arris box doesn't support voice commands, leaving us dissatisfied, considering the trend of customers moving to streaming services. After 9 years as Wave customers, we expect better service. We need Wave to resolve this issue promptly by sending a knowledgeable technician to install a TIVO system that works seamlessly and supports all promised features.

I contacted Wave regarding trouble logging into my phone portal to block an unwanted caller. Despite having all my information, it stated my email wasn't linked to the Wave portal, preventing access. After contacting Wave, they sent a signal to my phone equipment, resulting in my phone line being dead. Trying to reach them from my cell, they didn't have my number on record, leading to disconnection. Without the ability to explain my issue, speculate a solution, or fix a non-existent problem, I now lack phone service. Unable to call them without a phone and them not accepting calls from another number, I am stuck with no way to address my phone issue or access the online portal.

My main email address was compromised around 2 weeks ago, preventing me from accessing messages or responding to emails in my [redacted] inbox or my secondary account, [redacted] Both accounts are linked, and unfortunately, Google's customer service does not offer live assistance. The hacker gained access to my PayPal and bank accounts, deleted my contacts, and even managed to tamper with my electronic devices. Today, I noticed unauthorized activity when the hacker transferred funds from my bank to their PayPal. I have reported two cases of identity theft and fraud to the Seattle police after they witnessed strange behavior on my new phone, which I recently purchased for $[redacted]. Despite having high-level security measures in place, such as legitimate software, VPN, updates, virus protection, and malware scanning software, the hacker can still access my device's microphone and camera. I am considering if there are router updates or more secured hardware available.

I have been attempting to reach customer service at Astound/Wave Broadband numerous times today, using various strategies in hopes of speaking with a live agent. Despite reaching the "Please hold while I connect you to an agent" message, my calls keep getting disconnected. This experience has been incredibly frustrating. After switching back to Wave from T-Mobile for internet service, I experienced issues with receiving the correct equipment. Now that I have the right modem/router combo, I need to contact tech support to provide them with the MAC address for internet connection. Fortunately, I made sure not to cancel my T-Mobile service until Wave is fully functional to avoid being left without internet access. I am curious if there are alternative phone numbers available or if there is an explanation for the call disconnections at Astound. It seems odd that I cannot reach any agents despite multiple attempts.

My experience with Astound Broadband has been frustrating. Initially, their website didn't work when I tried to purchase internet service. Then, during installation, they used the wrong equipment and altered my order without my consent. I have also faced numerous outages. Despite setting up automatic payments online and re-setting them twice by phone, they still haven't been able to process my card. Calling their customer service results in a lengthy message promoting socialism, with no option to speak to a representative. Such incompetence makes me question how they remain operational.