I am a new customer with Wave Internet and TV. They did not set up the service I requested for television. We've tried to call and are told there is a 2 hour wait time for customer service. I went to the website to check on my service and could find nothing to help me understand what television service they have me signed up for and when I tried to "chat", I was told that all the customer service representatives were busy and I should try back later. What customer service????? I'd rate them a ZERO is that was an option. read more

Run away. As a new customer I found the rates and service adequate. Two years later and my bill has doubled despite repeated efforts to negotiate a reasonable rate. This month saw a $100 price increase with a total bill of $280.00 with no premium channels! Saying no to corporate greed and cutting the cable!! read more

I generally don't recommend their cable services. I really didn't like the equipment. I had a box that stopped working, took it all the way to the store, only to get another box that didn't work correctly. I finally decided to just switch to another provider, and the hold time to connect to someone to cancel was just over an hour I believe. Really disappointed overall. read more

We were customers for over 4 years, called to cancel as moving to a state where they don't have service. Everything was cancelled fine and an appointment made for disconnect day, we were told engineer needed to come and pick up cable card, then everything would be closed. No further bills as we had paid until disconnect day. Engineer doesn't show. Left cable card with neighbor. One month on, we get a bill, I call to query and am told no worries, their error just ignore it, balance is zero. I mention the cable card and they arrange for an engineer to pick up from my neighbor, engineer doesn't show again. Fast forward a few weeks and another bill, I call again, this time I'm given an employee number for calling back so I don't have to repeat myself. Lots of apologies and I'm told I'll receive a pre paid label via email for my neighbor to return the card. I'm then told we have a balance due to a modem we have, the modem was in the property when we moved in, but we didn't take it with us (seems we'd paid a rental for 4+ years though). Told not to worry if I don't have it they will update the account to show zero balance. Fast forward a week and no label, I call again and yet another person, they refuse to put me through to the other employee even though I have his I'd. This time I'm told my account will be reviewed with regard to the outstanding modem, but as a gesture of good will they will remove the charges that I received after disconnect date (which I should never have been charged for), told yet again I'll get an email with a label. Three days later and I'm still waiting.... I'm sure I'll receive another bill any day read more

I just got your service because no other is available! Your customer service was astonishingly horrible and your advertising is absolutely misleading! You want 160$ for just basic tv? That's 80$ more that I was paying with exfinity with a box at my last house. Your misleading advertisement in the net doesn't come w a disclaimer and will probably contact the BBB about your service. In all my years as a service member living in numerous cities, this has been the absolute worst experience ever! Let's see if you fix your misleading advertisement l!! read more

I received a message from Wave Broad band regarding my rating. The service is not good and you cant get through customer services when there is no internet. They raised my bill from $68 to over $114, and only have internet and phone line. They claim is a retail price. I went to the office and they offer disconnect the services. However they have not contacted me even though they say they would. So I believe that they just post a nice reply of concern but actually they do nothing about it. Pretty bad: terrible services and not god customer services overall. read more

I spend a lot of money with Wave for bundled services. Yet the quality of customer care is reprehensible! The techs are not trained very well and try reading through manuals that don't provide long term solutions to issues as with my cable tv. Then I was told a tech would come today during a 2 hour window. When that passed and I called, I was told it was an all day window which is not correct and noone offered to review yesterdays call. What a shame that we as customers are stuck with this monopoly mentality where inferior service and problem resolution are condoned!! read more

I am getting frustrated that NO ONE answers the PHONE I needed to talk to Customer Service and cannot get through. I CANNOT believe that I have to take a Death Certificate down to Seattle on Bailey St. That is RIDICULOUS!!!!! So I emailed the copy to the person that finally answered my call and was supposed to call me back with a conformation to let me know he got it! NO CALL! I kept calling to get through to verify that SOMEONE got it. So I will keep paying the bill in my husband's name and when I move I will have my Son disconnect. WAVE is very frustrating. Sorry WAVE And the last time we had a problem and they sent a service person to our house he was very rude and treated us like we were very ignorant people. So sorry that we aren't Electronic Literate. read more

So disappointing. Not only is the internet spotty and unreliable, after a year, the price increased from $93 to $216. The lowest they "could" go was to $168. Then if they decreased the broadband to 100 g, that could drop it to $150. This is a scam! So, now we have to go somewhere else to which they said "I'm sorry, you have been such a good customer...". Yeah, well good customers or not, beware of signing up with WAVE, they obviously will get you in the end. read more

I would call wave cable to complain that we are paying for on demand cable and can never actually watch it, but I have literally spend 2 hours on hold more than once. Their on demand never fricken works and I hope somebody at wave reads this. It's horrible but we have no other choice. read more

I've been trying since Friday to reach someone in customer support via several phone numbers -- each number results in over an hour hold time that I eventually give up on and try again 'later' after my phone recharges and cools down (and my lord the hold music is just awful). I'm trying to get the new 'account number and pin' that they've apparently assigned everyone I've got my latest bill in front of me and it's not on there as the site says it should be. All my services are 'reset' and I can't log in to my billing dashboard or access any of my wave/account digital program accounts without logging in and reactivating them. Really don't know what to do... read more

Expensive, piss poor service, and sub-par products. I wish I could give them ZERO stars. I ONLY use this service because I am held hostage because there I have no other option at my Seattle condo. Submitted a more thorough review a months and a rep said she would get in touch. Never happened. Proof of Wave's complete lack of customer service. Probably have never hated a company as much as WAVE. If you have other options, NEVER and I mean NEVER choose WAVE. read more

I have Wave only because it is the only game in town where I am so this is a hostage situation. My largest complaint is there is never a "regular" price. Everything is discounted for a period of time, meaning after 3 or 6 or 12 months you have to call and renegotiate your bill. This gets crazy as one month your discount for equipment rental may expire, the next month it is the discount for internet service which expires requiring you to either accept the increase price or continually call and wait on hold. This is typically a 15-20 minute wait each time. Also, agents selling service are not fully trained on impacts of service changes. I asked how much my bill would increase if I added a phone service. They said it was $10 a month. Actually it is $29.95 a month, but again, it is discounted down to $10 for twelve months. When I received my bill there was also a line charge for another $13 a month, plus a $1.50 911 access fee charge. They now say these are required. The point is, the impact was more than $25 a month after taxes, not the $10 plus a few cents for taxes. Also, they represented it as a firm increase of $10, not another discounted item which will go up in a year. Another issue was the $60 install fee to add the line. This was not mentioned. It is not the money, it is the lack of full disclosure. This is typically just a second home but I am here while I sell my primary home. I have been through this with just my minimum service for years. They do work with you if you call (and wait and wait for someone to talk to), it is just a real pain so much energy on this. I can not wait to move to another area and just completely cancel my service with Wave. I had comcast in town, similar story, but Wave takes it to another level and has slow customer service. Avoid Wave if you have options. read more

Absolute worst customer service I have ever experienced in my entire life. DO NOT USE WAVE UNLESS YOU WANT TO BE TRAPPED AND BILLED FOR MONTHS AFTER YOU HAVE CANCELLED SERVICE. I have been fighting with Wave since July of 2019. I tried to call and cancel my plan with them mid-July because I was moving cities. Phone lines were down, or I was on hold for over an hour when I would try to call in. This lasted for TWO WEEKS. I tried calling, email, and even going to the physical office but I received NO HELP. I had to post a complaint with the BBB to finally get someone from Wave to contact me. When they did, they assured me July 31st would be my last day with their service and I could drop my equipment in the following week when we moved out fully. I dropped the gear off and double checked with the lady at the front desk and had her look up my account and she confirmed that I was all good and there were to be no further charges. Well, here we are in November and who's been hit with a bill from Wave for $141.00 for the month of August? Yup! So I've had to spend the last two days trying to get in touch with someone to resolve this. I've called 3x today and provided my reference number to each person I've spoken to and gotten three different numbers to call to follow-up with. None of these numbers work. They are all either fax numbers or don't exist. This is a complete scam and entrapment. Nobody ever knows what's going on when I call and half the time when I do call the automated system just disconnects me. I've been a Wave customer for almost 6 years and I can say that I will never use this company ever again and I will do everything in my power to make sure nobody else I know does. This is beyond infuriating and I honestly wish someone would burn this company to the ground with everyone still trapped inside. SERIOUSLY WAVE GO FUCK YOURSELVES! read more

I have had nothing but problems with WAVE crapple. I ordered a box and I waited all day for a box that was outdated. They didn't give a crap that it didn't work. They wanted me to pay for their mistake by paying for a service rep to come out. Give me a break. you guys screwed up. I had to go and pick up a box from their office. Turns out the box I was given should not have been given to anyone. So why did the guy give it to me? WTF???? I just had my bill hiked up to 200.00 I thought it was 167.00 They say that was a promo. No one told me it was a promo. This is way to expensive. The jerk that answered the phone was like, too damn bad. I hate this cable company. I don't have any other choice but to use them as it has a monopoly in my building. Guess I'm getting rid of my tv. read more

Watch ALL bills...when it doubles (and it will)..just call the dirty little scammers and threaten to leave. Employees think it's funny people actually just pay the huge increase, ( two conversations, two employees), I on the other hand am tired of going through the crap yearly and seeing my bill increase every single month. They've shut down all local offices, and don't answer their phone...ever? So today I travel to the nearest office and end my 17 year relationship with this disgusting company. STOP with the 12 month "promotion is over" crap too. 17 years of promotions? Just leave it alone if your going to make customers fight to get it back OR depending on who you get LAUGH and give it back (ALWAYS WITH AN INCREASE THOUGH!). FYI NEVER PAID LATE!!! read more

Having come from Comcast, and having been a technician with them in the past, I know a thing or two about how cable internet works. Switching from Comcast to Wave sounded like a great idea! Price was extremely competitive, *advertised* speeds were drastically better for half the price I was paying Comcast. Bear in mind, I'm using the same modem, and network equipment.. After replacing the modem, and paying $150 for a new one, still having intermittent connectivity problems. Nearly every day, twice a day I have to power cycle the modem. About 3 months ago, the internet went down entirely for two days. A technician came out and told us a node was out down the block. Well, that node was "fixed" but still having weird intermittent problems, packet loss, latency issues, and speeds that vary from 900mbps down to 7mbps down... What gives? I pay $60 a month for 1gbps service that I expect to work consistently - and is hardly reliable. I can't wait for Sonic to come through the neighborhood with fiber so I can ditch cable providers entirely. The cable infrastructure goes directly from the telephone pole to my home, nothing but the standard ground block and wall plate in between. I don't even have any splitters. Signal strength is excellent... SNR, everything. The problem isn't in my home, it isn't the line from the house to the pole.. the problem lies beyond, on their main network. read more

I have NEVER had so much trouble trying to pay someone money in my life. 57 minutes on hold and then disconnected. NO customer service, EXTREMELY high pricing, spotty service if the wind even blows the wrong way. If at all possible hang on to your wallet and get service someplace else. read more

Coronavirus update for Wave home service visits: On 3/19/20, Wave sent a technician to our home to install a requested upgrade. We live in a 55+ community in the greater Seattle area,and we take the current coronavirus pandemic seriously. The person they sent arrived on time, was very professional and courteous, and was ready to do the work. But he had no gloves, no hand sanitizer, and no apparent awareness of the pandemic or concern for others. I sent him away and sanitized all the places he might have touched before I discovered his unwillingness to be careful. My advice: be cautious, and discuss the behavior you expect before you let others into your home. read more

I recently moved to an area serviced only by Wave, or the satellites. I chose Wave for both TV and internet as I had satellite service for years and was not happy. I haven't had any problems with Wave and did get excellent customer service. I would give more stars except that the TV channel menu is non-existent. There is no way to make a favorites list so must flip through all channels when using the guide. This is especially unnerving when the adult channel show titles show up. Some of the titles themselves are x rated. I don't have littles in my home but feel for those that do. No reason why I shouldn't be able to create favorites lists like I could with satellite. read more

Update on previous review.. believed that finally after weeks of back and forth I had resolved all my issues with wave. I sent back equipment and confirmed last bill was paid. Apparently my trouble is not over. 3-4 weeks later I just received a bill for almost 500 dollars, with no explanation. I am unable to access online portal since they have changed systems in the past month. Their call line is so horrible managed that I am unable to get through and it has dropped me without warning several times. I can't speak to anyone about this bill, and if my previous experience is correct I will not get a response to my email in at least 10 days Never before have I had this many problems simply talking to a customer service representative. Instead calls are useless and email takes a week response. read more

I have posted several times about my frustration. Have even been in contact with Gabrielle via my Yelp posts. The situation changed but the frustration continues....no one answers the phone at WAVE. Sent this letter to them today: CURRENT SITUATION: It appears that my television reception may have been finally corrected in the last several days....after I spoke to DAN FORD at 415-349-8395. It took dozens of dead end conversations and technician visits to my home before the problem was addressed. During one of my conversations with DAN FORD, he stated that he had a theory about my signal reception problem. Several days later the problem stopped. Then, I tried to report the change to Mr. Ford (1) I wanted to ask Ford what the problem was, so that if it happens again I won't have to go through a months-long series of deadend calls to resolve it, and (2) I wanted a further discount on my bill to reimburse me for the additional outages for which I'd not already been compensated. Mr. Ford never returned my calls. SO -- I am asking you for answers to my questions AND I would like CREDITS on my bill for the following additional outages 10/1 4 hours 10/3 8 hours 10/6 24 hours 10/7 3 hours 10/9 4 hours 1010 3 hours 10/11 5 hours This whole experience with WAVE has been so disappointing and upsetting. I'm not stupid, as several WAVE employee have treated me. The service has been so different from the service I received for over a decade with this company (and all of its iterations since RCN) that it's caused terrible stress. I've told WAVE contacts about this and have posted my frustration on Yelp. I've also picked up an official complaint form from my U.S. Congressional representative. PLEASE change my mind about your company and respond to my specific requests immediately. I would be very grateful to resolve this frustrating experience with WAVE. Thanks very much, read more

#WaveBroadbandWorstServiceEver, have been battling this company for three months trying to get my unreliable internet service issue resolved. Now my service is out and have to wait for a week just to get someone to tell me what is wrong. 20+minutes of wait time to talk to customer service, who are generally friendly, but can't do anything helpful; technicians that never call or show up; cases are closed without anyone calling or showing up; since they are the sole provider in my area, there is no recourse for the customer. Just a horrible unavoidable experience all around. read more

Been with WAVE for many years. Internet service has been great. Cable TV is terrible because they give you extra channels you think are yours, and then they take them away without warning. SKIP THE CABLE TV AND JUST GO GET A ROKU BOX AT BEST BUY OR AMAZON. read more

Service itself is ok. However customer service is worst I've ever experienced. Dont show up for a service call appt. Impossible to talk to a human to ask about the appt. 5 minutes to get out of the IVR and then on hold for 2 minutes then call gets dropped, 3 times in a row... TERRIBLE. read more

I'm not even a customer and I have a bad experience. When I signed up I received the usual email that they are processing my order. It said, in two days they would contact me to verify service to my address. Four days passed with no contact. I called them. It was verified that I could get service and they would send a technician to my address to discuss how to get service into my house and then return one week later to install. No technician showed on the installation day. I called on the day of the installation after no technician showed up. I was told no service could be installed at my house and the technician should have left a note explaining I could not get service. No note was left. My time has been wasted and there is nothing Wave can do to make up for my lost half day. What I can do is ask you all not to use their service or at least be very careful with them. read more

Wave Broadband because they raise rates all the time.They raise rates without notice and if you try to call them about the rate change-Good luck. They have the worst customer service I have ever dealt with. read more

This company is a joke. I will be switching back to Comcast. This guy offers a "special discount" for my complex for $49.95/month and 6 months of free modem and cable box. I still have proof of the original document he had me sign.Tell me how on earth my first bill was for $63. He neglected to tell me about all of the additional fees and charges. Then my most recent bill was $75. How do we go from $49.95 to $75? Supposedly my free modem and cable box was only for 3 months, not 6. I told him about it and he simply said to call billing to have them explain. WTF. This company just isn't worth it. The channels aren't that great. The customer service is sub par and the employees lie to their customers. I will be cancelling my service ASAP. This is unacceptable. read more

Thanks, Wave! Glad to know there ARE companies out there that manage to make Comcast look customer service oriented by comparison. My mother is a subscriber and I am paying her bills while she is out of the country. I had no idea that calling customer service would be such an ordeal and include a 29 MINUTE WAIT to talk to a basic representative, followed by 4 minutes on hold. Only to find out that I can't give them money (even with the bill in hand and all the information) because my name isn't on the account. I shudder to think what would happen if there wasn't a strong policy to prevent all those nefarious bill-paying types out there, with their shifty eyes and deep pockets from paying the bills of others. The things that might happen, were someone to clear the charges of unsuspecting Wave Broadband customers, people who REALLY wanted to pay that bill themselves. Certainly, if such a altruism were permitted, anarchy would descend upon society and we'd find ourselves free falling into outer darkness--a sensation not unlike listening to Wave Broadband's wait Muzak for 30 straight minutes. I'm told that the person (who is currently in the UK) must call themselves to pay this one time bill for a device. Since calls from the UK are currently running her $1.99 a minute--and your online bill payment isn't working for her--she will incur about $80 in charges (assuming she isn't OOOPS disconnected) to experience the delightful 40 minutes in purgatory I just did. Cheers! read more

Updating my review because my installation experience was great. Jonathan came to my house right in the middle of the arrival window and spent 60 minutes trying to troubleshoot the complexity of the wiring. He was thoughtful about my home and my family while he was in the house and took the time to explain some of the technology to me. The internet is working well so far - much faster than Century Link. read more

Completely unprofessional company. No self-activation and forces me to have an appointment with their technician. They call me 3 times to confirm my install appointment and then they never show up. If you're not going to show up, then don't call me to confirm the appointment. After they passed the appointment timeslot, I call them and they said there is no ETA!?! And that they would call me in 30mins to an hour with an update. An hour goes by and no call, so I call in again and now they say the ETA is 2 hours later? Ridiculous. Instead of calling me to confirm my appointment, why don't they call me to tell me they'll be at least 4 hours late. I can't imagine AFTER I get the service and I encounter a real problem. How much of a pain is it going to be for a customer to get any resolution? read more

I have never once had a good experience with this ISP, the problem is that there is nothing else in my area. Do you like having to reset your modem dozens of times just to connect to PlayStation Network because they gave you a turd for a "modem"? Do you like having a random rollercoaster for speed that can range from 6MBs to so small it cannot be measured by Steam? Do you like having to wait days if not weeks to get your modem fixed because its a turd just for it to be replaced with an equally bad turd? Do you like having to stay up all night long for a download because the connection is so unstable due to your ISP the entire thing might crash/get corrupted thus you will have to restart it? Then this ISP is for you. read more

This company is terrible. Constant reliability issues. Hard to get support. Today they sent a tech to our place in a senior living place where people are vulnerable to covid. The tech did not wear a mask when he came into our unit. Price is terrible. read more

I really don't have anything good to say about this truly terrible company. Well, I guess I do, outdated equipment and horrible customer service. When I first got service I scheduled an appointment on a Saturday as I work during the week. The person on the phone set this up and confirmed the date and time and also waved the costs for the install because I was already unhappy of the higher-than-Comcast price that I would have to pay which was a nice start. However, it turns out that the person writing down my information didn't write my phone number or appointment date correctly causing me to lose an entire day-off as I had just bought my condo and nothing was in it. I rescheduled to a Monday, causing me to miss work. Everything was installed, but I then found out that the technology that Wave is giving its customers is extremely outdated so I updated to a better DVR that could record more than one show at a time. The TiVo DVR that I was forced to rent to meet my needs was $20 a month on top of their already high rates. To make things worse is that I never got an apology from Wave for having to reschedule and having my day ruined and having to then take a day off. After telling more people about my issue with Wave, I started to think long and hard why I was giving a company that didn't care about me a single dime. So I now use an HD antenna and have subscriptions through my Amazon Fire TV box. Instead of paying $205+ a month for cable and internet with a million fees and rental charges, I am now paying for internet only and less than $30 for subscriptions. This brings me to the second issue with wave. I was paying for 110 mbps but the router and modem that they supplied me with only connected at 45-55 mbps (fast.com and speedtest.net) and they were charging me $10 a month (which is standard and I wouldn't mind paying if I got the full speed.) The modem that they gave me was a USED Arris CM820 which sells from $40-$80. It is a DOCSIS 3.0 8x4 modem The router was a TP-Link Archer C7 which sells for $80+ I'm not sure if the modem was just old, or what the issue was, but I found this unacceptable and upgraded to an Arris Surfboard SB6190 32X4 (around $150) and I get constant speeds of 110 mbps. I can say that Wave's internet is LEGIT with your own modem, and this is the only service they have that I can say is really good. However it is capped which is a real stupid move when your customers already don't like you (take a look at all the reviews... I'm not making this up!) If I originally only had their internet only I would give them 3-4 stars (due to the bad modem and the data cap), but because of the terrible customer service and what it took for me to get these speeds, they get 1. In closing, with all of these issues that I've mentioned, I have come to the conclusion that no one with Wave seems to care. Everyone talks about how bad Comcast is, but I miss Comcast's equipment and customer service so much (Compared to Wave where they will hang up on you for asking a simple question). Instead they would rather lose me as a high dollar customer and have me purchase the least amount of products from them. It is a shame that the old Seattle franchise laws left this area with only Wave cable, but now that it has been gone or some time and the new development in the area, I'm hoping that competition will be close behind. Great business model Wave! read more

I cancelled my service for the end of my current billing cycle so that I won't be billed another month. I have chat records of when I said I wanted to cancel and the agent even repeated it back to me. However they whiffed the date completely and charged me another month. Don't expect them to get anything right. I'm so sick of their complete facade of good customer service. They don't. read more

Their new payment and customer service system has tanked their brand, their reputation, their ability to conduct business, and their ability to keep my business. For one, when the new system took over, all logins and passwords were reset which meant you had to call their customer service lines to obtain new login details. The new systems and call centers are completely incompetent. The first few weeks wouldn't even give you an approximate wait time. Now it just says at LEAST 20 minutes. Their phones are blowing up because all scheduling, tech support, plan changes, and cancelations/moves HAVE to run through them. Especially when nobody can log in anymore. I waited 2 hours the first call and gave up. Calls 4-5 dropped. A call to my apartment's agent resulted in a different customer service number but this lady told me I would be put on hold before the call dropped again. I think all call centers are in a different country which isn't usually a problem but it seams they receive NONE of the benefits of this. The call centers are understaffed, receive unreliable connections and don't seem to know what they are doing yet. When I finally made it through to make an appointment to set up my internet the call center agent wrote down the wrong address and wrote down my current address rather than the address I'm moving to like I gave them. The day of the appointment I got a call that said they were unable to work at the right address because the new system was too restrictive. The electrician said they've been receiving scathing reviews and complaints and the system has been causing serious problems. None of the workers like it. Most of the appointments are having to be canceled. The worst thing is we can't cancel the appointments because that runs through the call centers and we would have to wait another hour. So most of the appointment slots stay booked but unused. I had Wave before when it was good but it seams the business is too underwater right now to receive good service. The internet does have downtime but I don't know how to compare that to xfinity or century link. TLDR: save your time and energy and get set up through a different company read more

Do not get Wave Braodband. You will have better tv reception with rabit ears and if you want Internet, look for anyone other than Wave. Sadly I'm in an appartment building that has sold its sole to Wave keeping me from getting Comcast. Internet kicks you offline and it takes several minutes to get back online. Sucks if you are an online student like myself. Tv/dvr the picture freezes, the screen goes blank and you wont get sound. read more

The Wave customer service phone system doesn't work. This is what happens when I call: 1) I have to punch in mye phone number 2) I have to type in my zip code Then after waiting a long time the computer connects me to a lady who again asks me my phone number and zip code. Then she transfers me to another one who (guess what?) asks me my phone number and zip code. AND every time I have to start from the beginning answering the same questions about what the problem is -- and so it continues....... Takes about 30 minutes before I am connected to someone who knows what they are talking about. I have an account registered on my phone number. When I call all other phones can see my number - but Wave cannot see my phone number!! 1) Wave mgmt need to give their customer service people an IT system so that they all can quickly see who is calling and what is going on with that customer - should take max 1 min not 30 min!!!! Comcast customer service was fast. 2) The service technicians are nice - but are behind shedule and have to run and consequently make mistakes. I understand that mgmt want to save costs - but it isn't working when the guys have to come three times to my place (last time to put the cables back into the wall and close the lid) 3) At Comcast I was allowed to pick up the wires and box myself at an office and install it myself (easy) the same day as I called to subscribe! If I was to get paid salary for the time I have spent waiting on the Wave phone or waiting for a service technician, it would probably be more money than a year's cost of the broadband. read more

I went to another office and they were very nice and helped me out with my bill. I think sometimes people just get job burnout and don't want to help you. read more

Service: Internet, 110 mbps advertised Location: South Seattle (Beacon Hill) Type of Location: House Length of Service: One Year Pros: (1) When it works, it is really fast. (2) The tech that had to come out to our house was good at his job and clearly knew what he was doing. (3) The tech was kind enough to remove some rented equipment that I was too lazy to return to the Wave office. It was as easy as scanning a barcode. Cons: (1) Speed is not reliable at all. Regularly at 3 mbps instead of advertised 110. (2) Customer Service is generally not helpful. I've called several times and experienced different customer service reps. The most recent time, I was put on hold 3 or 4 times while the rep "researched" the problem. The rep finally returned only to inform me that they were aware of the problem. Given the flow of our conversation, it was apparent that this was completely made up on the spot to just get me off the phone. There was an awkward silence where we both knew that there was nothing to be done about my 3 mbps connection speed. I'm not paying $80 per month to stream 3 mbps. While on hold, I was asked, "What do you think of the service other than the speed problem?" A question that needs no answer. (3) Company appears disorganized. When tech came out to fix an earlier speed problem, he spent a good amount of time venting about the chaotic nature of his job. Frequent over scheduling and under staffing. It's relevant because the customer is the one who ultimately suffers. (4) Despite the tech removing the rented equipment from my account, and showing me he had done so by letting me see a screen he had, I am still getting billed for it. It has been months. I need to decide if it's worth the $8/month to try and deal with another phone call to Wave. Hmm... Update: After calling again due to slow speeds, I have been informed that there is no estimated time of repair and to call back in a few weeks if speeds remain slow. At that point (two weeks) there may or may not be an estimated repair DATE. It's a classic "kick the ball down the line for someone else to deal with" approach to problem solving. No solution in the near future. I'd avoid, but what else is there? Time to look for a new ISP. read more