WAVE-Internet-TV-Phone - Rocklin CA Store

Reviews 4

MA

Mark Musto

I have never written a review on any company, but the experience that I have had with Wave today was by far the worst interaction I have every had with any company. I know this is a long review, but it documents failure on every level and paying consumers should be aware. This all started when... My wife noticed that our cable bill had increased from $175/month to $250/month, she called to inquire why the amount had gone up so much, the first service rep told her that our promotional discounts on the DVR and cable had expired, and there was nothing that could be done to bring the price back down. My wife then asked to speak to a supervisor, the supervisor said that she was going to apply a discount back to the DVR and cable and that would bring the price back down to $175/month. That seemed like a great resolution and the call ended. Immediately when the call ended a message popped up on my TV screen saying "the DVR has been disabled and is unavailable". After that message cleared another message appeared saying "One moment please, this channel will be available shortly"(Reference Code S0a00). The same messaging appeared on every channel. I called Wave to inquire why this was happening and there was messaging saying that there was an outage in my area and the issue was being worked on. After 3 hours with no progress I called Wave back to speak to tech support. Tech support was useless, the tech support rep went through the usual troubleshooting steps (unplug the box, plug it back in..etc), nothing worked. I asked the tech support rep if the outage in my area was fixed, the rep didnt know what I was talking about, he told me I dont see any issues today in your area. I pressed the rep further and asked why did I receive messaging when I called 3 hours ago saying there was an outage in my area, the rep put me on hold, came back on the line and said "I dont see any issues in your area". I asked the question again and then the rep said "oh, I see there were two issues in your area today". It seemed odd that I knew more about Waves technical issues then their own tech support staff. The tech support rep said there wasnt anything he could do and that a repair technician will have to come out to my house to fix the issue. I gave the phone to my wife and she scheduled the appointment. My wife asked to speak to customer service to see if a credit could be applied for all the aggravation, the tech support rep said yes and put her on hold. After the brief hold the tech support rep said "service doesnt want to take the call and said I could apply a credit". The tech support rep applied a small credit and apologized for the inconvenience and the call ended. My wife and I decided to call again to speak to another customer service rep to see if the issue may have been caused by the first service rep applying the discounts to the DVR and cable because it was very coincidental all these issues immediately occurred after the original call. My wife explained to the rep on speakerphone what happened and the rep pulled up our account information. The rep said "I see the DVR has been disabled and everything looks fine on the account". I asked the rep "why was the DVR disabled", the rep said "thats a good question, I dont know I only work in billing, that would be a question that you should ask tech support." My wife said we already spoke to them and thanks for your help" and the call ended.

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JA

James Edens

The most absolute abysmal internet I have yet to have. I have the 55Mbps package, and luckily I am in the introductory offer so I only pay 34.95 a month, this is I think $20 off. I want to switch to another provider but my options are very limited in my area, and I think my apartment in Rocklin has a deal with Wave. Even there technician they refer you to lives in the same apartment. As for the service, I am LUCKY to get 10 MBps REGARDLESS of time of day (even 2 am in the morning) and during prime time or weekends, I hover around 3-8 Mbps. This is not counting the numerous times the internet just stops working. I Lived in Kodiak Alaska for three years, on an Island, and in the time I was there the local cable company went from offering 3Mbps speeds to 30Mbps speeds. I had their middle package, a 15Mbps download, with a 200 Gig data cap (same as Waves 55Mbps package, though I did not know this until I got an email saying I was getting close to it) for the same price as my package without the $20 off offer...and my speeds were easily twice as fast as I get on average. I expected internet to be better in the lower 48, especially in a major city, and it is...with everyone but Wave. Poor poor speeds, unreliable service (lost internet for two days because a fiber line in Washington was hit by a boat and they had zero redundancy in place...all Wave customers lost internet, and not a single dime for two days of lost service or even an apology. The only reason I knew was from scouring the internet on my phone and finding the local Washington news outlets reporting on it)

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VI

Victor Romulus Tulbure

For the past few years I have been paying my WAVE internet bill around the first of the month. May has been an exercise in phantasmagoria, like, "where did the 16 digit account number come from?" "Well Mr. Tulbure, you were notified, or may be you werent, er, because we sent out notices to our customers when they were billed, but you pay on line and our on line customers were not notified, but I can send you a bill in the mail or rather since we only bill you on line I can give you your new account number so you can pay before the due date." "No thanks Cathy, I need to think about this and Ill call in a few days" I called, and with my new account number I re-registered as a new customer and attempted to pay my bill this evening, the 10th. of the month (due date). I guess Ill just be late because when I hit the Submit Payment box nothing happened and I wasnt about to try again and possibly be charged twice. Checked my email for a payment confirmation, nada, nothing. Dear Wave, you succeeded in fixing something that wasnt broken and expect your customers to make repairs. Besides, the WSC & UTC sounds like youre trying to outdo Direct TV. Other wise service has been great without any complaints, except every so often on a Sunday evening service takes a hiatus for a couple of hours VRT

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NI

nick lam

Came back to edit this review. These people are still the worst at providing internet. Every day I come home from work to no internet. Literally every day I have no connection for hours on end. sometimes it comes back on but then immediately a second later the connection will disappear, its the biggest cock tease I have ever experienced from a company. Every day I have to pray to some fake internet connection God that the monkeys at this business can actually do their jobs right and provide me with a connection that doesnt last only two hours and crap out for the rest of the day. These people are not good at what they do, and I should be logging how many hours I am paying for internet while I am not receiving it so I can ask for money back for everyday and all the countless hours I was supposed to have "fast" internet connectivity. I understand there may be technical issues from time to time, but this is EVERY DAY!!!!!!!! EVERYDAY is a struggle just to get what I pay for. This is ridiculous. Dont Lie to people and say you provide fast internet when the work you guys put in shows that you obviously dont.

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