Wave Broadband - Headquarters

401 Parkplace Center # 500, Kirkland, WA 98033, USA

Address:	401 Parkplace Center # 500, Kirkland, WA 98033, USA
Phone:	+1 866-928-3123
Site:	gowave.com
Rating:	2.7
Working:	8AM–5PM 8AM–5PM 8AM–5PM 8AM–5PM 8AM–5PM Closed Closed

Location

Photos 16

Reviews 6

Kay Dahlia

DECEITFUL AND TERRIBLE SERVICE I called wave about their advertised promos and talked with Vanessa (#53134). The price she gave me for equipment & services was $123.40 a month all taxes & fees included for 12 mo. Vanessa was able to get approval for no installation fee. The installer collected $123.40 for my first month bill when he came to do the installation on 4/4/16 afternoon. Imagine my shock when my first bill, dated 4/12/16, was $279.37! I not only was charged for installation, but they did not even credit me for the $123.40 that I had prepaid. The monthly charge certainly was not $123.40 that they told me it would be to get my business! My service has been a joke as well! I have had problems, since installation with all 3 services, there have been technicians out several times since installation, the last technicians came out on 6/29 I also had to drive to Silverdale on 6/28 to exchange the DVR at Wave’s office as the DVR was dead so we couldn’t get tv. Their tech said we had a signal problem which is the same thing the tech’s said when they came out on the 6/29 but they said they had it fixed. I called wave’s tech service again 7/1 as I had made a call that evening where the person I called did not hear me so I called back within seconds on my cell and we were able to talk & hear each other, wave’s tech said it had to be the other persons phone not mine. Funny I could reach them on my cell but not on wave’s phone service! In the past couple of days I have had more issues with wave’s phone service. Dropped calls and voice cutting in and out or callers not getting through to us (rings on their end but not on ours) is typical of some of the issues we are having. I am including documents, one letter from Scott Born that states we declined to have a technician to come out when in truth I told Wave I needed to find out (from my husband when he was available) if we had issues other than the phone but NEVER got a call back from Wave. He also states my complaint has been resolved but the truth is Wave is ignoring my complaints, which is why I had to call them on 6/28 yet again, to send a tech out and again calling on 7/1 because I STILL am having issues with the terrible service. I am again being ignored because Wave’s response is to blame their problem on someone else’s phone service, not mine!. I received a call on 7/6 at dinner time from Wave asking if I still was having problems, my answer was, “yes DEFINITELY” and was promised a technician would call me back within 20 min. AGAIN DIDN’T HAPPEN! Scott Born’s letter is proof that they want to ignore but not take care of the issues, which brings me to a HUGE issue: Wave is ignoring WHAT THEIR EMPLOYEE VANESSA TOLD ME MY MONTHLY CHARGE WOULD BE FOR THE EQUIPMENT & SERVICES WE HAD ORDERED AS WELL AS NO CHARGE FOR INSTALLATION! I have talked with 3 different people about their charges. Dustin, supervisor on 5/11, their customer service a week or so later and Josalyn almost 3 weeks ago, when I stated Wave lied to me to get my business (telling me my my total monthly bill of $123.40 for 12 months) then after getting my business billing me an exorbitant amount. She said she would pull up the recorded conversation between their employee Vanessa & me, but NO ONE has bothered to call me back which is typical of wave’s way of dealing with customers! Wave has proven time & again that they have no intention of following through and their word means NOTHING! Contrary to Scott Born’s letter of 6/27/16 we are still having issues & our complaints has not been resolved as shown in enclosed paper dated 6/28/16, 6/29 service call, 7/1 our call to tech, 7/7 promised tech to call regarding many tech issues, and 7/17 another call to tech as our service issues are mounting! I am not the only one having Wave service issues and being senior citizens we rely on phone service & internet. Wave broadband needs to be accountable for their lack of service and for what they said to get my business as well as their advertisement!

Jeff Frey

Good customer service, for the most part. The product is the worst internet and cable service Ive ever had in my 40+ years of being a cable customer. They make promises to fix problems, and they either dont show up, or when they do show up they cant fix the problem. Ive been offered discounts and free service that repeatedly doesnt come through. All I want is my service to work. Today I spoke with a technical supervisor named "Steve", who, on top of being the biggest smart-ass Ive ever spoken to in a customer service position, also didnt solve my cable problem. We started service with Wave in August, and now at the end of November we STILL dont have a resolution for our problem, but are still paying our bill monthly. Premium price for a poor product.

Dana

We have only been customers for less than 2 months and our service, (TV and internet) has gone out for no reason about 6 times. We have spent hours on the phone with tech support and nothing is fixed. Then randomly days later everything is fine. I spoke to Dena a customer rep and requested to be prorated for the 15+ days we didnt have internet or cable. She said I should receive a call within 24-48 hours, which has NEVER happened. I also went over my cell data plan because I thought I was connected to WIFI...but I wasnt because it had disconnected. Oy! I hate this company and wish I had Comcast again! Stay away, if you have no other choice look into Hulu or streaming....

Jan Jahnsen

I am moving into a new home. The neighbors across the street from me have Wave internet, Wave has their cables run in front of my drive way and it has been over a month and I can not get anyone to work with me to get the existing cables set up and live so that I can have internet at my home. I am not so sure why this is such an issue. They have told me that it would cost $$$ to get things going, they have promised I would be called, all has not happened. Extremely disappointed in a company that you would think would want not just 1 customer but at least 5 all living in the same area that they already have service

Geoff Bough

I live in a more rural area and Wave was pretty much the only provider available other than satellite and I didnt want satellite. I have nothing but great things to say about them, I get 50 down and 7 up, definitely fast enough for me. I have had continuous service with very little to no downtime in the year+ that I have been a customer. They also have excellent customer service, its great to be able to call their number and be able to talk to someone quickly who can help. Ive had zero hassles and great service, despite the poor reviews from others, Wave has not let me down.

Yulissa Huang

ZERO star for the customer service if I can. Wave lost my returned equipment and ask me to pay for it. Took 2 months to solve this with customer service and they are NOT HELPING. FIRST, They always told me they couldnt help anything to trace my equipment because their local office DOES NOT have phone line. SECOND, confirmed with supervisor my equipment had picked up. And they still want you to pay and send your account to collection agency. How ridiculous!!!!!! DO NOT CHOOSE WAVE FOR YOUR BROADBAND SERVICE. Hiring lawyer may be the best solution.