Very poor service! and frequent outages! common guys..seriously... with work from home, how are we supposed to access resources ?

tHorrible customer service. I've been waiting over six months to get my cable buried, something that been promised and paid for. I keep calling them, waiting a long time on hold before getting a human, hearing that they're sorry for letting my case slip between the cracks, and then having nothing happen. I've called five times (with weeks of waiting between calls) and each is the same - we're sorry, this shouldn't have happened, you'll be contacted in a day or two ... but I'm still waiting. (The last call was a bit different in that the person on the line was very condescending - somehow it was my fault for being impatient - they'll get there when they get there.) There is nowhere else to go for help, as they have no email address (that they give out, anyway), and they won't give me a phone number of anybody other than the main, useless, customer service line. read more

UPDATE : I reached out to them via email and Brent immediately helped me to resolved my problem in timely manner. But the price is still more than what I paid before. Thank you again for sorting this out! read more

Writing this review for anyone reading this .. If you're in King county, WA, .. do *not* get Wave G internet !! I switched to Wave G 2-3 months ago after I felt they offered a slightly better price for their 1 Gig connection than my previous provider, but trust me I've had a bad experience !! Since I got Wave G, I have had disconnection issues with their service, with disconnections occurring anywhere between every 15-20 minutes to 1-2 days. Despite having two technicians come and have a look, they're unable to resolve the issue. The last technician said that their own router has some software glitch because of which it *intentionally* disconnects my internet for 10 minutes at a time. I have confirmed this from my own logs and yes, my disconnections are always 10 minutes (and some seconds) long! The last technician said that the solution here is to have their 'network operations' team take a look at their own router's logs to see why it disconnects my internet randomly. I've spoken to their 'technician team' 3 times this week and they're not even bothered to get this resolved. On Friday last week they told me that their 'field supervisor' (who supposedly has more experience in solving internet issues) will call me within '24 hours' .. It's now almost a week and that person still hasn't called me. When I call their tech support now, they tell me to just wait, don't give any ETA whatsoever, and DON'T EVEN PING THE FIELD SUPERVISOR AGAIN, because they say the field supervisor will get to it whenever he/she can. I even said that I will end my service if they don't resolve this issue soon, and their tech guy didn't even seem to care !! So most likely I will be switching back to my old ISP soon ... Just do yourself a favor though, ... don't get Wave G !! read more

I use their service in downtown Seattle area and I have outage almost every week. The technical support people are rather incompetent. I wouldn't choose Wave broadband if I didn't have to. I asked the customer service about the low speed I'm experiencing and she says it might be due to the reason that people are working from home. I'm telling her that this is a SUNDAY and she says "yeah, people work from home on Sundays". I know people can work from home on Sundays, but the service shouldn't be be worse than week days. Teach them to at least use some common sense. read more

By far the worst I've ever used I recently moved to Bellevue and I chose Wave Broadband for their gigabit internet. Frequent disconnections, slow speeds etc. were a common thing at my place with this service. I would not recommend anyone in the Bellevue area to go with this ISP. read more

You got to be kidding me. I been paying my bill on time and now a bunch of channels dissapeared. It called Wave and said I cannot get some channels anymore. I use to get. I called Wave and they said, oh we found out you were getting those channels without paying for them, but for more money you can get them back. I been watching them for 3yr. I have had the Wave technician at my house three time for different issues. Never did they say I was getting something I was not paying for. This is a scam for more money. What BS. I get channels in one package and some from a different package, no constincity. Looking for another provider. Thanks. read more

I went into Wave today And was having issues with getting to the right floor due to security. It was then that I had a wonderful gentleman by the name of "RAY/ROY? who was leaving the building , noticed my difficulty , turned around , went back inside the building ,used His security badge to get me to the proper floor!!!Five stars for RAY/ROY? who did this just because he was a kind Soul with a beautiful heart,Beautiful spirit!Beautiful Person!!We need more Rays in the world! PS.Did I mention Ray also has the most beautiful smile in the world!!!! read more

Have to say I had an excellent service call and appreciated on time and COVID precautions

After some truly cringe-worthy set-up experiences, and many missed opportunities for Wave to create a happy customer, a year into our agreement withe them we must say things are quite stable and speeds are good. We finally succeeded in connecting our Smart LD TV and enjoy downloads without any wait, as was customary on Comcast. And with three of us working from home, we've never had speed issues prevent simultaneous Zoom meetings or any other high band-width requirements. We're quite happy with the Eero equipment that was recommended as well. read more

Let's do some Wave Broadband math. So I sign up for service and the promotion is 1st month free. So I waited around on my install day and no installer shows up. I don't even get a phone call to reschedule or apologize. I have to call to reschedule and I just get attitude. So Sarah from the Consumer Advocacy Dept offers me 2 free months as a good will gesture. So we can all add 1 free month for signing up and 2 free months for installers not showing up. This all equals 3 free months. We NOT EVEN CLOSE. Waste of space Sarah ( yes I'm being harsh because I'm tired of lies and dishonesty from Wave ) says I'm only entitled to 2 free months, PERIOD. So Wave math is 1+2= 2. Which as anyone of us on here would push back on and ask for what was promised, but NO. All Wave wants to do is lie and blame the customer. DO YOURSELF A FAVOR and just pick any other ISP. Even Comcast is better, and that is saying a lot. As an add on, when the techs come out to test my speed, which only maxes out at 250Mbps, and I've tried 7 different friends laptops all hooked directly to Ethernet, and not over Wi-Fi. All max out at 240-265 Mbps. So I find it odd that Wave and their equipment gets 680Mbps ( which may I add is still not Gig Speeds) and a well varied selection of laptops doesn't even come close. Wave manipulates it's software to hide the true down load speeds. I can stand behind this comment as well, because there are many complaints on our building online resident portal. So Wave lies and lies. There is of one honest person at Wave and they really don't care. read more

Wave's Gigabit internet much worse than they say The Hitron router they install has a few problems: (a) after a 1-2 days of good use it reduces the bandwidth to as low as 10 Mbits/s - the router requires frequent restarting. (b) with this router Chrome Cast stopped working, I used to be able to cast from youTube on iPhone directly to my TV's youtube app and this router apparently didn't support direct UPnP and required registering the TV separately, less convenient, and took a while to figure this out. read more

Have not worked with this company for over a year due to terrible cable service, customer service and billing issues.... but started to feel guilty about maybe being too harsh with the company so I called and asked to speak with a supervisor regarding my closed account. I was put on hold for over 20 minutes and then told the supervisor refused to speak to me. I guess there is no reason to feel bad!! Now I remember why I was so upset to start with. read more

I'm a new customer of WaveG. The internet service has been intermittent since the installation. The customer services just cannot help with technical issues. I've been investigating and the issue seems to be the ISP DHCP unable to provide stable IP address. The key point is that the WaveG technical appointment is just toooo late, which is in two weeks! It seems to me either they have too few technicians, or there are just too many problems with their services. I would not recommend using this ISP. read more

Garbage service. Left Wave a few months back, cancelled my account, dropped off modem I was renting, and everything should have been good except now I am being harassed by a third party for return of the modem. I called Wave explained to them I no longer have proof of drop off as I have relocated out of state. They told me they would look into it (apparently being able to scan for the serial number if the modem is in use) and call me back. Never called me back! So now this is with a debt collector and I am on the hook for their mistake. Sorry Wave. You can go away and don't come back. read more

Horrible customer service, incredibly rude agents and hidden fees. I just canceled my account and their Wave phone system and chat system both SUCK, i can't even pay my last bill because both their phone and online system are horrible. I'd expect more after paying all their excessive monthly fees. disappointed. read more

We've been wave customers for 5 years and recently reduced our service to just internet due to the constant increases in fees. Now our internet bill is higher than what we paid for cable and internet previously. Calling customer service leaves you on hold for over one hour and the online chat advises they are busy and to try back later. This level of customer service is unacceptable. We are searching for another provider and would never recommend Wave to anyone. read more

Wave broadband are manipulating thieves that have no problem taking your money, but then they don't stand by their policy or procedures when it comes to hooking up internet service. I ordered and paid for internet service on August 30th ..... They failed to show up in 2 seperate ocassions. After missing work on both those ocassions just to have them not show up, or call, or email me to explain their absence On September 20th. Yeah! 20 frickin days they chumped me. I called the company and told them to cancel my order and to reimburse my account the $38.82 they took on August 30th. As of September 30th they still have not put my money they took back onto my credit card! This company is working on the wrong side of the law! They are outright thrives! I'm in the process of filing charges against this company and I have all the evidence to win my case. If anyone else has had the same type of problems and want to pursue legal redress please contact Byron @ westsidemaint.co@gmail.com I look forward to hearing from others, because I know your out there just by reading all the reviews people have left about the unethical and egregious acts committed by this company. read more

Extremely inefficient and frustrating customer service. They have had the wrong phone number for me in their system for years, and I have never, never, never been able to update it with them so that I do not only have a correct phone number but am also able to use that phone number to log in online and pay my bill. I have on numerous occasions been able to get my phone number updated, but then I cannot log into my account online and pay them, so I am forced to revert to the old phone number. That sets the stage. Today I had an appointment to get a modem installed for Wi-Fi. I had an appointment window of 10 AM to 12 noon. According to the automated announcement that I got when I called to check on the appointment, the technician would be arriving at 11:59 AM. That is of course, already a joke. I took two hours off of work plus travel time and there was not a chance in hell that the technician would arrive even a moment before noon. And it's always that way with Wave, by the way. I live in a large building that is only serviced by Wave, and all the technicians have keys to get into the building. Because of this I had just assumed that the technician would knock on my door. In fact, that's what happened the last time I had an appointment with a technician. He got into the building, he got up to my floor, he knocked, I let him in, he did his thing, he left, done and dusted. This time however, the technician was calling me on my old phone number and then took it upon himself to simply leave when he could not get in touch with me. I called Wave customer service literally a minute after noon and was told that the technician was gone, he was irretrievably gone, and that I would have to wait until Thursday or Friday for another appointment. There was nothing later today, "unfortunately" (their customer service agents say that word a lot by the way) and so I would have to wait until later in the week take more time off work, etc., etc., etc. I regret to say that I lost it. I was rather rude to the customer service agent, and that I regret. It did however net me a $20 credit, eventually, so I suppose it was actually worth it. And now it is time for me to schlep back to work, with my blood pressure high and my pulse racing and my blood boiling, so that I can come back home in the middle of the workday on Thursday and try this all over again. Oh! And of course there will also be the fun of seeing if I can use my updated phone number to log into my online account to pay my bill, or if, per usual, it simply does not work with the new phone number and I have to revert back to my old one in order to pay my ridiculously high monthly cable bill online. I am moving from this apartment in June, and I swear I will not move into another apartment that has Wave Cable service. It is that bad. The customer service is that outrageously, incredibly bad. Stay away from this provider if ever you possibly can! read more

Wave broadband a damn joke there customer service tells me 20 min wait time and finally they answer 1 hr 10 min and am stupid for holding on that long i had appt set up on a saturday they disconnected me 3 days prior so to get my service back on line i had to cancel the Saturday appt and the earliest was this Wednesday cause i am moving as along time customer this is a joke read more

Wave stopped their increased provisioning for everyone working from home in early July. Since then, outages are multiple times per day and when service it up it varies highly between the advertised speeds and 1/16th of those speeds for an aggregate average of 1/8th the capacity I'm supposed to have at a minimum without throttling. Wave will only address the issues by sending techs out to repeatedly confirm that there is no problem with the line to the house or the modem/router. They refuse to acknowledge the obvious and persistent underprovisioning of their network and lack of network reliability. Unfortunately, they have a monopoly in my area and the city provides no recourse to their naked abuse of that civic trust. If you have any choice in the matter, don't pick Wave. read more

Don't know what else to say that hasn't already been said...Terrible company. But you probably already know this from the negative reviews. Stay away. Not worth the hassle. read more

It took two stabs at installation of gigabyte service to get it to work. We received NO help from Wave beyond them showing us on their device that the service worked. The tech told us we needed to buy a new network card. We did not. The "Killer E2400" is a gigabyte capable card. I don't know what kind of crap happened around the modem during the installation but I ended up with a broken 3 TB external with tons of data lost. The drive worked fine before the tech was under my desk. My "gigabyte" connection is only 690 MBPS. So I'm not getting what I am paying for and I have a broken drive with no recourse. If you have an alternative to Wave, take it. read more

My mom has been a loyal wave customer for 19 years. I know this because that's the first thing they say to you when they answer the phone...Thank you for being a loyal customer for 19 years. Loyal or not, I called because the inflated bill was completely outrageous. $184 for an account that included no dvr, basic of tv services, phone and internet with speeds of up to 50mb. Comcast's closest comparable service was only 90 dollars which had a lot better features. The person I spoke to on the phone (after an hour wait) literally laughed at me and condescendingly told me the price I was getting was their best price and I should leave if I find something better. I said no problem and I hung up the phone. How can a company treat their "loyal after 19 years" customers that way? I am porting her phone number out to Ooma, which is only $5 a month. I have signed up for Sling which will be $30 a month. Internet will cost me another $35. $70.00 for more of a robust service than for what I was getting. I was willing to pay something closer to $125 a month, (I had negotiated that price in 2018) but seriously, chuckling at me and telling me I had the lowest price? Thank you for doing that and pushing me to cut the cord. To "Gabrielle "or "Wave C" and all employees of Wave who have been replying to these yelp reviews, Please note I find your apologies to your customers hollow and condescending. Apologizing for your crappy customer service and replying with statements such as "we're sorry to hear you're unhappy with our service" or "we apologize for..." doesn't make things better. I also cant help but notice you reply to negative reviews the same day which to me means Wave knows they suck, and instead of fixing their horrible customer experience, or their ridiculous pricing structure they hire people to seek these reviews out and quickly try to show other people who are reading these reviews, they actually care about their customers. All this is showing me you would rather focus on damage control and putting lipstick on a pig than to actually put out a quality product. read more

Not very thrilled with the service I've been getting with this company. I've been working from home since March, and somehow starting in May I am now getting charged for going over my data allotment by hundreds of gigabytes, when no behaviors have changed. I asked to see if they had earlier months recordings of data history, and they said no. I'm currently waiting on an all-day appointment for a service tech to come out because my internet has stopped working multiple times over the last few days. I got a call at 1:44 saying that a tech was on the way. It is now 5:10, and still no one to be seen. they have until 8:00 p.m. to get here, but what is the point of the automated call if they are nowhere even close to being near you? I called in and waited for an hour on hold to see if they could talk to dispatch and find out an actual ETA, and they just said flatly no they couldn't talk to their drivers. So seems like they have a lot of work to do on communicating within their own organization. I've had to spend so much time on the phone trying to talk to people to resolve various issues, I'm definitely not going to be renewing my contract with them once it's up. I thought going with a smaller company would relieve some of that nightmare, but it seems that's just industry standard for internet providers, might as well get with a more reputable company that has more infrastructure in place that won't go down as often. read more

I'm disgusted with wave cable. I have been a customer for many years and I am moving to a new home and I have been on hold for about three hours of my very busy day and they say it might take eight days to get service at my new home!!! read more

Got the call the technician is 'on his way'. That was 90 minutes ago. Unless he's driving from Olympia, he isn't actually on his way. I called and they gave no indication on an update. Why tell me you're on your way if you aren't, just wait until you're ACTUALLY on your way. Now I'm sitting here twiddling my thumbs with no idea when they will get here. Cool that you call when all your way, but lieing to me is worse than saying nothing at all. read more

If this allowed me to give zero stars I would, my building has a contract with Wave so I had no other choice in Internet Provider. In 3 almost 4yrs I have had to have the modem replaced 3x (it needs replaced now but I'm so tired of having them send a guy out I haven't called them again) The signal is choppy most of the time and we only have a total of 3 devices pulling on WIFI at any given time (2 cell phones and 1 pc) The cable channels pixelate and cut out leaving the "we have detected an interruption to your service etc" message or you miss bits of the show or dialog because it freezes for a second. The price has risen from about 150-ish when I opened the account to a whopping 230+ per month, in order to get the channels that EVERYONE ELSE offers in 1 package I had to sign up for 2 ( they once took away Nickelodeon and claimed that the network wanted to be part of the premium package...total BS since Nick has been part of BASIC cable since they began in 1977) Recommendations: DO NOT GET CABLE AND INTERNET THROUGH WAVE IF YOU HAVE ANY OTHER CHOICE!!!!! THEY ARE CRAP AND DON'T DESERVE YOUR BUSINESS. read more

Like everyone else that gives them one star, they do so because you can't go lower. If you use Wave, you will regret it - just like all the others that tried to warn you. Wave is simply an awful company to do business with. Avoid them, I wish I did! Just try and resolve and issue and you will see what I mean - I think root canal treatment is less painful than Wave Customer service. read more

Really, one star is generous, because basically there is no real technical support except by automation "A reboot of your modem may be needed" Then there is the joke of customer service, having to wait over 30 minutes to reach a person, who cant really help you. They have scripted questions and expect scripted answers. The stock answer is, see above : "reboot the modem." There was a problem on our block with some of their equipment, they verified this, we would lose connections, and have to....reboot the modem.... when that was not going on, and we did have a connection, speeds would drop to zero at least once a week. It took them over three YEARS to get it fixed, three years. If there was another high speed provider, we would their customer in a heartbeat. We tried 12meg DSL, not fast enough, performance just was not there. The reliability was great, it was on always, the speed was as advertised, but it just was not fast enough. Cant wait for them to get competition, I will be one of whom ever it is, first customer. read more

Just a simple change to my phone, voicemail ring increase. over rides my TTY voicemail, which I need being hard of hearing. So far stuck in the round robin of options, they have reset my modem three times, offered to cancel my account. Phone number for Tech is same as the round robin line. Can't even E-Mail complaint, no option. poor customer service contact, especially with the phone option program. read more

Wave Broadband is a scam that should be illegal, and probably is. They've placed a mysterious router on my account without any request, confirmation, or acknowledgement on my account, and claim I'm financially responsible for a router I've never seen or been made ware of. SCAM! read more

This review is only for Wave's internet service. Recently, I moved into a high rise building near downtown Seattle & decided to give Wave a try. At first, I checked its website to see if it offered internet for my building. The website said it did not, but good thing I called to double check. The person on the phone said Wave offered internet for my building. Wave offered 5G (fiber optic) internet for $65 a month, no contract, no set up fee, & first month free. A great deal. I like fiber optics because you do not need a modem l (i.e. the ethernet cable connects directly to the internet). I did get a router (Apple Airport Extreme) so I could get wifi. To set up internet, Wave sent a tech person (free of charge) on a day that I chose. Some residences do not require a tech person to come out but my building required the tech person to do something manually. Wave offered an AM and PM appointment and I chose the PM time frame (between 12 pm and 3 pm). The tech person showed up toward the end of range (I think around 2 pm) & tinkered with my cable box (my apartment has a box similar to a electricity box). All in all, tech person was friendly, curious, helpful, & fast (took 10 mins to set everything up). About a week later, Wave called from a blocked number to make sure everything worked & how I rated its service. The blocked number threw me off but the person did not ask anything personal (it was not a phishing call). I don't usually answer blocked numbers but I kept getting calls from a blocked number so I wanted to put an end to the calls. For payment, I Ioged into my Wave online account & set up auto pay & paperless statements. Website was super easy. Keep handy your Wave account number & pin (you'll need it to log in your first time). You can call Wave customer service if you need to get that info. I called Wave's customer service several times & I have no complaints: short or no hold times & person is helpful. For internet quality, 5G is great: so far no outages, slow downs, or any other issues. read more

We have returned to Wave after a 3-year hiatus with Frontier/Ziply. I've come to conclusion that we may have to toggle back and forth between Wave and Ziply depending on who is going through growing pains or not! For example, we were having a terrible experience with Wave three years ago, but now they seem very polished and experienced compared to dealing with Ziply (who are now going through the same growing pains that Wave did after their acquisition). Last week, we moved our internet and phone service to Wave and so far are pleased with the service. The phone service and in-person tech service has been positive and we feel confident that they know what they are doing. Our internet speeds increased from a high of 19.9Mbps download/1.5Mbps upload with Ziply DSL to 263.7Mbps download/11.3Mbps upload with Wave fiber. I know there is some difference that makes a side-by-side comparison unfair but this still seems to be a significant improvement. We are happy that Wave offers their services a la carte so we can get only the phone/internet without cable (we are using Hulu Live TV). We are glad we switched back and this resolved some wiring issues we were dealing with when we had Ziply not to mention the high price we were paying for subpar services. This is a big improvement for us! read more

This company is horrible. I've been with them for more than 10 years and have NEVER had a good experience. However, they are my only option for internet service in the rural town I live in. I recently discovered that I've been charged for a modem and router (even though I've always purchased my own from Best Buy or Fry's) for AT LEAST a year... Possibly for the existence of my service with them. That's $13/mo. for maybe 10 yrs. With all the taxes and fees, it is hard to tell what is what on my bill. It wasn't until recently that it was actually listed as "modem and router", before it was listed as "home networking." When I called customer service, they said they would do everything they could... Which was $40 credit. If I wanted more, I could have corporate call me. I said "heck yes," and scheduled a time for them to call me. The customer service rep even said he would call me back after the scheduled call to be sure I was taken care of. Haven't heard for anybody since... That was on Nov. 11th. As soon as another option opens up for my household, I'm dropping Wave like a hot brick. read more

I've been trying to cancel my service for weeks. I've emailed customer support only to be told I need to cancel over the phone. I've called multiple numbers and sat on hold for more than 30 minutes each time, unable to get into contact with someone. It's frustrating that I continue to get billed when I've been actively trying to cancel for so long. I'd much rather have xfinity at this point. Feels like I'm being robbed by Wave G and there's nothing I can do except spend my days on hold and hope that one day someone answers. read more

Wave has trouble connecting, sometimes ill wait up to 30 minutes for my xbox to connect. Download speed is claimed to be 250mbps when it actually is under 100mbps most of the time despite having internet boosters and a top notch router and modem. Customer service will have you on the phone for 2 hours and then hang up on you instead of fixing your problem. When they actually come over to help you with your internet problems they somehow make it even worse. Sometimes my internet randonly disconnects from my devices and i have to wait for a while for wave to come back. Outages happen often and once again, customer support is non existent. I do not reccomend wave broadband to anyone. read more

Wave Broadband - Crap internet - Internet Service Providers Near Me - Bothell, Washington

Don't use AutoPay my friend, don let them automatically take your money, it's impossible to get it back.

It's great when you work from home and the kids go to school from home and the internets down all day and they give no information on why or when it's coming back. read more

Wave's customer service has been terrible since they were purchased by TPG capital in 2017. I only stay with them because they are the only game in town. I thought Comcast was bad but Wave is providing terrible customer service. I wish I could get Comcast read more