Complaints

This profile includes complaints for Wakey Internet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Wakey Internet has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Wakey Internet

  112 970 Burrard St Vancouver, BC V6Z 2R4

• 

  Wakey Internet

  504 30 Wellington St W Toronto, ON M5L 1E2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Wakey Internet on May 24th, 2025, I paid 79$ for the first month of service and 60$+tax security deposit for equipment, (148.88$) with the understanding that I would receive a refund for 60$ once service was disconnected and equipment returned. I activated service on August 3rd, 2025. Upon activation, I had problems from the start. I was on the 1 gbps plan for internet and was only receiving an average of 90 mbps. I contacted Wakey, who said I had old devices. I replied my devices are new and I was able to get 800 mbps on with other providers. I also had problems with the internet service going down constantly. 11 outages in 2 days. Wakey still insisted it was my devices and offered no help. On August 5th, I demanded to cancel my service. After several emails, each telling them to cancel my service, they finally disconnected on Aug 7th and sent a ********* label to send the equipment back. I sent the equipment back on Aug 7th, with Wakey receiving it on Aug. 13th. By Aug 30th, I still hadn't received a refund. I contacted Wakey support and was originally informed that I never sent the equipment back. I provided proof that I had. Wakey responded, "Sorry, the return was overlooked. I see now that it has been returned." I asked when I would receive the refund. Wakey replied that there will be no refund because I cancelled before 180 days, and that I have to pay 49$. Wakey stated its on their website under Schedule of Incidental Fees. Where it does state about the 49$ fee but also said 60$ security deposit would be refunded once returned. It does not state that I won't get 60$ back if under 180 days. I also have it written by Wakey that I would receive the 60$ back minus 49$. I feel, however that I shouldn't have to pay the 49$ because I was forced to cancel due to poor insufficient service that Wakey refused to resolve. I should also get the 60$ back, too. I didn't know I would have the problems I did, otherwise I never would have hooked up with Wakey.

  Business Response

  Date: 02/09/2025

  Hello *** ********,
  

  Thank you for your message and for sharing your concerns.
  

  Wakey operates as a TPIA (Third-Party Internet Access provider), which means we rely on last-mile infrastructure from ******/****. Our margins are extremely lean, and as such, we publish a full Schedule of Incidental Fees and Terms of Service directly on our website to keep our operations transparent and affordable for all customers. As outlined there, the $60 security deposit is fully refundable if services are active for a minimum of 181 days. This policy exists to offset the upfront costs we absorb for every activation including activation and install charges ($25$82), courier/shipping costs ($40$60), and other associated setup costs. For your reference, I've also attached a screenshot.
  

  That said, after reviewing your account, we understand your frustration with the service experience. As a gesture of goodwill, we have made an exception and processed a full refund of your $60 security deposit, despite the service being cancelled before the 181-day threshold.
  

  We appreciate the time you spent with Wakey, and while we regret that things didnt work out, we do wish you the best moving forward.
  Thank you ^**

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Wakey states as a gesture of good will, they have refunded the full 60$ back, which I appreciate.

  However, the company states that their website states I will not receive the 60$ back if cancelled before 181 days, I disagree. Their website states a 49$ fee will be applied if cancelled before 180 days, then continues on to say the 60$ security fee would be refunded once the equipment was returned in good condition, it does not state it won't be refunded if cancelled before 181 days. I suggest going forward that that Wakey make it more clear on their website about the 60$. Perhaps, instead of simply stating the security fee will be returned, they should add that it will only be returned if cancelled after 180 days.

  Also, their employees should not give the client false information. I have it in writing several times in email, chat with customer service and in response to a review of Wakey I made on Plan Hub that I would receive the 60$ security fee back, minus the 49$ activation fee, because I cancelled before 180 days. Employees need to be more careful about what they say, if in fact Wakey does have a policy not to refund any of the 60$ if cancelled before 180 days.

  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:26/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In their fine print they state that if the modem connects to the internet, you have no right to a refund and an installation charge will be applied if you cancel within 180 days.Their service drops from the internet every 5min. Connecting is all it does, then drops. This is clearly the knowledgeable, willing and predatory sale of a faulty service. I would be very interested in learning their turnover rate within the first month of service. It has to be close to 100%.

  Business Response

  Date: 26/05/2025

  Hello there, we've been in touch with **** and suspect there's an RF/Line related issue which we are happy to resolve on our dime. There's presently a dispatch in-progress. Thank you. 

  Customer Answer

  Date: 28/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enquired about internet service. Put my address in and they said yes I was good to go with the service. They said.i had to pay ****** up front before they would service me so I did. The next day they send me an email saying they don't service my area. I said I want a refund. They said yes but now they are not responding.

  Business Response

  Date: 01/04/2025

  Dear Ms. ******************* you again for your order and for allowing Wakey Internet the opportunity to earn your business.
  You placed your order on March 29, 2025, and payment was received on March 31, 2025. At that time, your address passed our initial qualification tool. However, upon submitting the order to our vendor for final provisioning, we were advised that your address unfortunately falls outside of serviceability.
  

  We understand how disappointing this is, and we responded promptlyacross more than eight emails and multiple chatsall within 4 to 5 hours. We communicated transparently that a full refund would be issued, pending return of the shipped hardware (valued at approximately $200). We also advised that we would be in touch shortly, and we remained available and responsive throughout.

  As of now, a full refund has been successfully issued, and we have followed up via email and several phone calls to confirm. Those calls were unfortunately unanswered, but our commitment to resolving the matter never wavered.

  We also understand you mentioned potential action through the Better Business Bureau and local authorities. Should the BBB review this matter, we welcome their role as a neutral mediator. From our side, we believe we have acted in good faith, communicated in a timely and professional manner, and completed a full refund. While we truly wish we could have completed your activation, we regret that it was simply not possible due to vendor limitations.
  

  On behalf of our entire team, I want to reiterate that were sincerely sorry we were unable to serve you. We wish you the very best in finding a provider that can support your location.
  

  Warm regards,
  TJ
  Customer *********************start="1969" data-end="1972">Wakey Internet
  *************************

• Initial Complaint

  Date:24/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company advertised a cheaper internet service to get me hooked I paid $143.00 immediately and you delivered within 24 hours to woe me They initially said to me that there is a good news, the service was activated "remotely" hence there is no need for technician I reported that the service is not on despite following all their ample times of your instructions Then the company suggested that since it wasn't working they will send me a technician between March 22nd-23rd and 24th Few minutes later the company contacted me telling me that the service doesn't need a technician anymore, it should be up and running I stated that the TV screen shows the same thing, computer the same thing, mobile phone the same thing "no internet connection to the modem"I requested cancellation service, and they hesitantly agreed to provide the return label ( the following day) And now the is refunding me just $60.00 of $143.00 I paid just three days ago? So ( a) Why not refunding a full amount? or (b) What policy article, paragraph, content or policy number do can they cite about this situation?

  Customer Answer

  Date: 06/04/2025

  Sorry, your email messages ended in the spam box.

  ****** ***** are my names 

  Let me know if you have any other questions.

  Warmly 

  -******

  Business Response

  Date: 07/04/2025

  Dear Mr. ***** and Better Business Bureau,
  

  Thank you for your correspondence.
  

  We appreciate the opportunity to clarify the matter and reaffirm Wakey Communications Inc.s commitment to fair and transparent service.

  As a federally incorporated, third-party Internet provider operating across ************************************** (operating as Wakey Internet) provides services in partnership with upstream last-mile vendors. Our operations and customer service policies are governed both by our internal Terms of Service, publicly available on our website, and by the technical guidelines and provisioning timelines set by our vendor partners.

  In Mr. ****** case, an initial provisioning issue was identified by our vendor upon service activation. This was addressed and resolved within 24 hours of the first submitted trouble ticket which is well within standard service windows. Once resolved, the modem registered as online and was assigned a valid IP address, confirming that service was available at the network level.
  

  Wakey is reliant on our vendors confirmation to determine whether a technician is required. In this instance, our partner confirmed that a technician was not necessary, as the service had been successfully activated remotely.
  

  Despite this, the remaining issue appeared to stem from a misconfigured router. Our support team made multiple efforts to assist, but unfortunately, Mr. ***** declined to proceed with additional troubleshooting. Without that cooperation, and with the modem online and service deemed active, there was no further action Wakey could take to remediate the issue.
  

  Nonetheless, and in good faith, our executive team elected to waive the $49 activation fee, which normally applies when a customer cancels service within 180 days of activation. A partial refund was issued, and Mr. ****** file was formally concluded on March 23, 2025.
  

  We sincerely wish Mr. ***** all the best in finding a provider that better meets his expectations, and we stand by the professionalism and flexibility our team extended throughout this process.
  

  Should any further clarification be required, we are happy to provide it.

  Sincerely,

  TJ

  Wakey Crew