Complaint Service issue complaints seem to never be documented yet I pay over $150.00+/ month for the service I have...yet the internet, DVR, and cable in other rooms still lag and a lot of the issues at the moment is my hd channels not working on the DVR and the voices can't match the talking lip movements on regular cable in other rooms on several channels...... Product_Or_Service: 10/01/2013 (Service purchased) Account_Number: ******** (Account #)
Desired Settlement Refund on the past several months would be great considering I've complained since July, 2014 and it just gets worse with no resolution. I'm tired of just letting this continue any longer.
Business Response NewWave Communications would like to sincerely apologize for the inconvenience that Ms. **** has experienced with her internet service. We were able to make contact with Ms. ****. She stated that everything is working fine with her internet now. NewWave has been working over the past several weeks to ugrade the area that Ms. **** resides in. We would be glad to help Ms. **** in any way that we can in the future. Ms. **** also stated that her bedroom television was not working. We have scheduled a trouble call for 4/23/15 for a technician to come to Ms. ****' house to resolve this issue.
Complaint The service I pay for is NOT being delivered... it is either unworkabable slow or not working at all. Many calls & emails to company with NO Change. Service in my area is very limited and so far NONE of them are acceptable. The monthly amount I pay would be reasonable if I could get the service I pay for. My internet is so slow that often times clicking on an item on a page has No result... it doesn't get picked up because of the terrible service. Everything is frustratingly SLOW including just trying to read emails. And forget about even trying to view short videos. It takes no less than 5+ minutes to view 30 secs. of video. I pay for a "Platinum High Speed" service. There is NOTHING High Speed about what I actually get. I have placed many, many phone calls to customer service technical dept. It is always the same time wasting routine. They always ask me to reboot my modem and router which always results in the same thing ... just a waste of My Time. The next step is to call the technical service dept. I am always told that someone will call me to set up an appointment. I have been called maybe once. I am told that I have to be home for them to come out and even though I am, I never see anyone or hear from anyone. I did see a tech once. It was obvious he knew there is a problem and what it is all about. I have been told many reasons for the issue. Quite frankly, as a consumer, I really don't care what the problem is... I just want the service that I pay for. I have been patient on the promise that new equipment is being installed that would resolve the problem.... the completion date has long since passed and still no change. My complaint mirrors many others who have this service. It basically comes down to " I don't get what I pay for" and getting a resolution seems to be non existent. I have even emailed the so called presidents line or something (don't remember the name and can't get onto their site to get it) and left messages with them. They have not even responded to them and it is supposed to be where customers turn when they can't get results elsewhere.
Desired Settlement First and foremost... Like the rest of the world today, I NEED RELIABLE INTERNET SERVCE at least fast enough for ordinary usage. I am paying for and promised a data speed that should be able to stream video with No hiccups. So Number one is to get the speed and reliability I am paying for to me. Second, a reimbursement for what I paid for versus what I have actually received to the date that it finally gets fixed.... assuming it ever does.
Business Response Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@newwavecom.com I left voice mail with customer and my cell number, last time he called I sent a techician to check out everything. Our technician spoke to the customer and explained we were having slow speeds at times and there was nothing we could do until the system was upgraded. This is a work in progress but nothing will be resolved for a few weeks and then it is just a bandaid until the upgrade is finished. That may be this year, I am not sure right now, it is the last one to be completed in Texas. - ***** ***** - Technical Operations Manager
Complaint 3-2-2015 New Wave Communications offers internet service of 30 Mbps, and I have been a customer for several months. In January of this year, my internet speeds as tested by their speed test site have ranged from a low of 1.77 Mbpw to a high of 9.48 Mbps. I called and had their service person check the lines. No problem was found in my equipment. I was told that the lines are being upgraded, and at the time I said okay. It is now 2 months later and I would like a refund of the 2 months I paid for 30 mbps and received at best 10. The difference in their pricing is $26 per month. I asked to be refunded to paying for 10 for two months ($52). I was offered a $10 refund. My complaint is that they are charging me for a service they offer, but are not providing and they were aware that I have been having problems. I also would like to have my billing changed to $10 per month until the time they can provide the 30Mbps service they are offering. Thank you.***** ******* Product_Or_Service: Internet service Account_Number: XXXXXXXXX
Desired Settlement I asked to be refunded to paying for 10 for two months ($52).I also would like to have my billing changed to $10 per month until the time they can provide the 30Mbps service they are offering.
Business Response NewWave Communications would like to sincerely apologize for all of the inconveniences that Mr. ******* has experienced with our internet. We have made contact with Mr. ******* and let him know that April 30th 2015 will complete the upgrading in Mr. ******** service area. After this date, Mr. ******* should start to see an increase in his internet speeds. We have also placed Mr. ******* on a package to where he is paying a discounted price for his internet. We have also backdated the discount pricing for two months. On 3/19/15, lead Technical Associate **** spoke to Mr. ******* and explained the discount pricing and the upgrading in his area. Mr. ******* is satisfied with the pricing and the upgrading. We value Mr. ******* as a customer and look forward to providing him 100% service.
Complaint Breach of Contract NewWave collects a monthly payment for its service, which is not being provided. The bandwidth is poor causing several service interruptions and service line drops per day/week. Repeated calls to the company offers no solution. They set up service calls. The techs may or may not come and when they do, their excuse for the outages is "we have too many people on our lines and we don't have enough bandwidth to service them all." This excuse has been repeated to me every time I call in. "it's because everyone gets on at the same time..." It is the providers responsibility to provide optimal service even during peak hours and/or seasonal demands. I should not be required to "put up with it" or "be patient" because they can't provide the service they promised. I am still being charged a bill, but not receiving the service I am paying for. I don't care why the service is out. If I pay for the service, the service is supposed to be there when I am ready to use it, sans excuses and outages. The company has a contract to provide reasonably efficient service, prompt repairs and not interrupt service for more than necessary to make repairs. This has been going on for months and I've made repeated calls for it to be fixed, only to be patronized and ridiculed by the company employees. I was even told that if I didn't like the service I was getting, to call the company and tell them to shut the service off. I also pay a monthly subscription to Netflix in order to stream programs. Because the internet isn't working, I can't do that either, and that's another monthly bill I am paying for nothing, due to New Wave's breach of service.
Desired Settlement Make good on the promises of having HIGH SPEED INTERNET service available when it is supposed to be...24 hours a day. If you can't provide the service, don't charge me money for it. That's FRAUD. Again, if you can't give me the HIGH SPEED INTERNET SERVICE THAT YOU PROMISED, 24 HOURS A DAY, DO NOT CHARGE ME FOR IT! And for God's sake, stop patronizing your customers! They aren't stupid!
Business Response Contact Name and Title: **** ***** Tech Ops Man. Contact Email: ******@newwavecom.com Ms. ***** I understand your frustration and we are working on a resolution, we will be happy to give you credit for the inconvience.
Complaint Since my installtion in October of 2013 has been nothing but a nightmare with New Wave Communications. The first month and half we have no internet, phone or cable tv. They charged us for two months and installation fee even though we were still customers we just moved one town over. The customer service team would only credit me 25 bucks for that amount of time with no service. Why should I pay for service that i never recieved from them. The technicion had us start calling him to fix our outages cause he said they will not schedule a tech for a week. Since we called the Tech he did not inform them of him being out there we were not able to get credit. I informed the Tech who advised he will handle it. We have had nothing but outage after outage at our location because we just informed three months ago from tech our router can't handle moere then four computer/wireless devices at a time. Im paying for a gaming package since we game alot in our family. The router has to be restarted almost everyday. And when I complain I am advised I can upgrade to commercial router for almost 700 extra a month. Are you kidding me. I am also being constantly charged for service. Since january 2014 i have paid almost 1300 because they advise im past due. When they say I am caught up I get billed twice again. I am late paying cause of the constant dbl billing and them shutting me off non stop. I have never had problems when they first started and now its a joke. I want this resolved no person should be treated like ****. Exspecially when they make you pay 250.00 up front Product_Or_Service: Cable / Internet / Local Phone Account_Number: XXXXXXXX
Desired Settlement Would like credit for month and half for no service. Would like router fixed to hold more then four computers at a time before the internet and system shuts down. Would like t have service that works exspecially when im payong over 140.00 a month on a tight budget.
Business Response NewWave Communications would like to sincerely apologize for the inconveniences that this has caused you. There should be no reason that you cannot connect more than 4 computers in at once without having issues. A service technician has been scheduled for Wednesday, October 29th between the hours of 1pm and 5pm to resolve all internet issues. In addition, a credit in the amount of $94.00 has been applied to Ms. *****'s account for all of the service issues they have experienced. Again we apologize and are confident that after the trouble call next week the internet will be working smoothly.
Complaint I was charged $180+ to pay off my previous balance and reinstate service for my Internet service through New Wave. I paid this by cash in the shop. 3 Months later on my January bill I was charged $67.01 as a "Write Off Recovery" fee. This fee was already paid in cash when I turned back on my service. I was also charged a Late Payment fee and my previous months payment was not applied to my account. When I called into the 800 number, the rep on the phone confirmed that there had been 3 billed months of service, and 3 payments made on those bills, but refused to tell me why my bill was $222.97 when one month of service is $69.99. Instead the rep said "Come on sir, you and I both know you havent been paying your bills." Product_Or_Service: Internet Service Account_Number: XXXXXXXXX
Desired Settlement I would like these fees that have already been paid to be removed from my account. I would also like my account's balance brought to $0 and a free month of service in apology for this woman insulting me.
Business Response We have tried on several occasions in the past month to get a hold of Mr. ********** regarding his account with NewWave Communications. However, after many attempts, we have not been successful in reaching the customer. We would like to speak to Mr. ********** regarding his bill over the phone. Mr. ********** may reach us at anytime by calling our toll-free number at X-XXX-XXX-XXXX. We are open 24 hours a day, 7 days per week. We look forward to hearing from the customer.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was called once. Person on phone wanted payment of the full $230, no reference was made to the BBB complaint. My service was shut off, and No credit was made on my account. This is unacceptable, and so now they must go well above and beyond to win back my patronage. Simply continuing to demand payment on fraudulent charges won't cut it.
Complaint For the last 11 months (since october 2014) my internet service has been horrid, the issue is not enough bandwidth in the area and was supposed to be fixed around the beginning of july 2015. i am still having problems with my service (buffering on videos, loss of connection, ect...) mostly during peak hours. Product_Or_Service: internet service Account_Number: XXXXXXXX
Desired Settlement I would like this issue to be fixed and a refund of the last 11 months credited to my account. I should not have to pay for service that does not work 90% of the time.
Business Response NewWave Communications would like to sincerely apologize for all of the inconveniences Mr. ******* has been experiencing with his internet service over the last several months. Over the last 30 days, there have been cable technicians that have went to Mr. *******'s home to seek out the internet issue. Mr. ******* stated that he was experiencing slow speeds during peak hours. On 9/14/15, another techician went to Mr. *******'s home. Monique Lusk, Customer Service Manager, reported the following: "Main technician rolled again on this one today. Customer is good now. Customer was using a wrong speed test site Tech ran tests on 5 sights today 4 of them showing close to 100 meg and 5 up only 1 showed less and that was the one he was using." For the inconvenience that Mr. ******* has experienced, we have given a $25.00 credit to his account. We value Mr. ******* as a customer and only want him to experience 100% internet and cable reliability.
Complaint I have went round and round for a few years now with Newwave. We are always out of service, when I call they always act like there's no issues. All of are neighbors have the same issue. We have had a cable running across the roads for over three months...we asked Newwave why they haven't put it under the ground they said it cost to much money. This company is horrible they have terrible customer service and employees in general. We are pretty much stuck with this company because there's no other company that is cable based in Brazil, In.
Desired Settlement They need to fix all the Brazil, in issues so people don't have to complain about the services not ever working correct. I know many people that have Newwave that are considering disconnecting services with Newwave.
Business Response NewWave Communications would like to sincerely apologize for the inconvenience Mr. ******* has experienced with his service. The technicians in Mr. *******'s area inspected his home and the outside lines in August and found that there was an issue with some of the cable lines running to his home. The technical operations manager of Mr. *******'s area has confirmed that all should be working properly now. ******* ***** Customer Service Manager, has attempted to call Mr. ******* to make sure all services are working properly now. We would like a confirmation from Mr. ******* for this. However, if Mr. ******* is still experiencing any kind of trouble at all, we would be glad to send a technician to his home. We value Mr. ******* as a customer and want to make sure that he is 100% satisfied at all times with his service.
Complaint I cancelled service on June 9, 2015 and had a credit of $54.04. I have not received my refund yet. I have called several times asking about my refund and the last time was on July 30, 2015. Each time I call I am told that it will be processed and that it will take 2-3 weeks for my refund to be mailed. Still no refund. It is going on almost 3 months now. Product_Or_Service: Internet Service Account_Number: XXXXXXXX
Desired Settlement I would like my refund now.
Business Response Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@newwavecom.com On behalf of NewWave Communications, I would like to sincerely apologize for the inconvenience this has caused Mr. ******. The refund in the amount of $54.04 should have been mailed to Mr. ******'s home several weeks ago as he was promised. On 9/9/15, I resubmitted a refund request to the credit department. On the same day, I received notification from the billing and credit department that the refund request in the amount of $54.04 has been approved. Mr. ****** will surely receive his refund check in the amount of $54.04 in the mail within the next 3 weeks. Again, I am sorry for all of the inconvenience this has caused. Mr. ****** is welcome to call my direct line at any time to discuss this case. Please let me know if there are any other questions or concerns.
****** ****** Contact Center Administrative Assistant XXX-XXX-XXXX
Complaint I signed up for internet with New Wave Communications in January, The flier said that we would get 30mbps at $45.99 a month, and first month free. In Febuary I recieved a bill that was around $97.00, so I never got my first month free. Second I would only have internet connection for around 4-5 hours a day, Having to call them anywhere from 5-7 times a day. They sent out a technician four days in a row, on a Saturday they sent a technician out to my house he was here for 7 hours and did not fix the issue. New Wave Comm. told us they would credit us, we never got credited. I just made a payment with my debit card on June 5th of $51.57 for the month of June. I received a bill today (6-25-2015) said I owe $107.96 after I just paid for the month of June on June 5th, 2015. My new bill is not due until 7-27-2015, New Wave is saying that I am due at the end of June for the month of July. I feel they have their billing all messed up.
Desired Settlement I want my bill to be current and to get my 30mbps I initially signed up for.
Business Response ***Document Attached*** There are a few discrepancies in Ms. *********'s complaint. I have attached all of the statements to date. As you can see, Ms. ********* was installed in July of 2014, not in January. You will also be able to see that Ms. ********* was not charged the first month of internet service from 7/28/14 to 8/27/14 and that the $6.00 modem rental charge (which is not included in the frist month free promotion) was paid on 7/28/14, the same day the internet was installed. Ms. *********'s bill is due on the 17th of each month. If the bill is not paid in full upon this date, a late charge of $7.99 is applied to the bill. Reviewing the customers statement shows that Ms. ********* has been late 9 times. The $5.00 Administrative Charges that are on the monthly statements are the charges that are applied to a customers account when they are in soft disconnection state, which means their service has been temporarily disconnected due to non-payment. NewWave Communications would also like to address Ms. *********'s concerns regarding her internet service. At this time, we do not see any issues with Ms. *********'s internet. However, we have noticed that there were some issues with the connection in April and May of this year. A $15.40 credit was applied on 4/3/15. We would like to give Ms. ********* an additional $25.00 credit to her account for the trouble that she had. If Ms. ********* still feels that she is having issues with her internet, a technician will be scheduled to come out and check out the problem. NewWave Communications is open 24 hours per day, 7 days a week. We encourage Ms. ********* to call us at anytime.
Complaint I had switched to Newwave back in February for phone and internet service and immediately was not happy with the billing or the service and sent many correspondence to *** **** who was my business account manager. Newwave failed to handle shutting my **** accounts off and i was billed from both **** and Newwave at the same time. After finally getting my accounts changed back over in May to ***** I am still to this day being billed by Newwave and being threatened with collection and damage to my credit if I do not pay. I feel this is blackmail and fraud and besides currently filing this claim with the BBB, I am also pursuing legal action against both Newwave and *** *** for ignoring my pleas to stop billing me. Product_Or_Service: Phone and internet service Account_Number: XXXXXXXXX
Desired Settlement Stop all billing and cease the collection calls
Business Response Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *******@newwavecom.com Mr. ******** services were disconnected on 6/19/15. This left a balance on Mr. ******** account in the amount of $52.34. A refund request was submitted on 6/24/15. Mr. ******** will receive a check in the amount of $52.34 in the mail within the next 4 weeks. Since there is no balance on Mr. ******** account, he should not be receiving anymore collection phone calls. Mr. ******** is now a former customer. NewWave Communications would like to apologize for all of the inconveniences that Mr. ******** experienced while a customer with us. We want to ensure that all of our customers are satisfied. We will certainly address these issues with the Business Sales Manager and Regional Manager of Mr. ******' area to ensure that this never happens again.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Eastern Missouri & SouthernIllinois. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.