Reviews

This profile includes reviews for Comwave Networks Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comwave Networks Inc

  61 Wildcat Rd North York, ON M3J 2P5

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  Comwave Networks Inc

  P.O. Box 555, RPO Steeles Avenue West North York, ON M3J 0J6

Review Details

• Review fromMia H

  Date: 13/09/2024

  1 star
  ******** ******** **** *** **** ***** don’t say what they will do to fix an issue. Have no knowledge of internet or cable. ******* ******** ******** experience.

  Comwave Networks Inc

  Date: 23/09/2024

  We appreciate the customer sharing her experience with Comwave and we reached out to her by email.
  We apologized for the technical issues that she encountered and the bad experience she went through.
  In an effort to address her dissatisfaction, we have gone over her account records to make sure that the issues have been addressed.
  According to the account history, no synchronization was reported on September 11, 2024 and after completing the troubleshooting steps and escalating the case to our third-party, we were informed that there was an outage which was resolved by September 14, 2024. After this, no other report has been received.
  If the issues persist or the customer still needs any further assistance, she may feel free to let us know.

• Review fromRussell J

  Date: 30/05/2024

  1 star
  ***** ******* ******** ***** 3 days without service. Contacted Comwave and keep getting the same ****. Nobody has come out to fix problem yet. ** *** **** ******* ** **** ******* ********** if you sign up they **** you into a 3 year contract and make it impossible to cancel. ***** ***** **** *******

  Comwave Networks Inc

  Date: 06/06/2024

  We have reviewed the customer’s case and have contacted him to address his concerns.
  It saddens us to hear that the customer has been experiencing technical issues.
  Based on our records, technical assistance has been provided in a timely manner and after the report was made, it was determined that a replacement was appropriate. The new device has been installed and a technical visit was scheduled for today 06/06/2024.
  It is worth mentioning that upon sign-up, we sent to the customer’s email address a welcome letter which includes the Terms of Service that govern the use of Comwave services.
  Under the Terms of Service, section 2.09: (c) The Subscriber acknowledges that Comwave Services are provided on a best-efforts basis and lack of service or poor quality is not grounds for contract termination. Subscriber must allow Comwave reasonable time to diagnose and correct any problems that have been reported and documented by the Subscriber to Comwave.
  In regards to the contract, we previously confirmed that the customer agreed to renew his 3-year Term in exchange for getting 6 months of free service. In light of this, the contract will expire December 2025.
  Should the customer require further technical assistance, we are here to help!

• Review fromCarol L

  Date: 29/05/2024

  1 star
  Terrible, terrible, service! Manager is telling me that I agreed to a 6 month contract when I know I absolutely did not!! AND they cannot provide the recording that they say they have of me agreeing to this. **** *** ********* *** *** ******* ** ****** ********* ** *** ********* ** **** ********

  Comwave Networks Inc

  Date: 05/06/2024

  We have reviewed the customer’s case and have reached an agreement regarding the cancellation balance on her Comwave account.
  First of all, we have provided a breakdown of the applicable cancellation balance. Internet and TV Early Cancellation Fees apply in accordance with our Terms of Service 2.09. Additionally, Restocking Fees apply based on our Terms of Service 3.06. Both charges are legitimate since the customer agreed to renew her contract in exchange for 6 months of free service in 2023.
  In light of the above, cancellation balance adds up to $565.00 tax included. However, as per our settlement, we will reduce the cancellation balance to $452.00 taxes included.
  In addition, we have sent a return label to the customer’s email address on file for the equipment return at no extra cost, bearing in mind that she has a 30-days period to return the equipment, if the equipment is not returned within this period, a $95.00 non-return fee per unit may apply.
  The customer agreed to this resolution.

• Review fromKen S

  Date: 18/05/2024

  1 star
  Worst customer service ! Phone lines are down .... no help after hours !

  Comwave Networks Inc

  Date: 27/05/2024

  We have reviewed this comment and unfortunately, we couldn't locate an account with the information received.
  We have emailed the customer at *********@*****.com requesting him to share his contact information to better assist him but we did not receive a response.

• Review fromShirley P

  Date: 24/04/2024

  1 star
  * **** ** **** ****** *** ** *** ******** **** ********.we bought into 6 months free with a 3 year contract this was in October of 2020...not until after you start their service it's 3 months at the beginning of service..last 3 months after 3 years and the 6 free months are not part of the contract time..I had to call a number of times during my contract to reset my internet speed...come to the end of my contract and they continued to bill me..I phone and they reverse the charged they did for all 3 of my final free months...I canceled my service they charged my credit card for $56.50 as a restocking fee..the units are outdated...I am disputing with my credit card company

  Comwave Networks Inc

  Date: 22/05/2024

  We received the customer's complaint and have reached out to her in an effort to provide a resolution.
  The customer said that she has left good comments and hung up.
  In light of this, we were unable to provide an explanation or alternate offer to settle this matter.

• Review fromSandra M

  Date: 26/03/2024

  1 star
  I am very disappointed with a charge of $56.50 for an administration fee because I cancelled my service with you.
  I was told today (when I called to inquired about this charge) that I was told of this charge in January when I started with your services.
  I WAS NOT TOLD THIS.
  I am very unhappy that you just charged my account with no notification, and at the time of cancellation, I was not informed I would be getting this charge either.
  **** ** * **** ********* ******** ********* * **** ** ********* *** **** ***** **** ******** ********* ** *** ** ******* *** ******* ** ** *** ******* I didn't have any issues with your service, but I found another provider who we are currently using for internet who provides phone services for ******mo. You were not able to meet this price, so I switched providers.
  I have recommended you to my friends/family because I was happy with the price, but now that you have debited my account WITHOUT my knowledge, * **** ************* ** ********* *** **** ***** **** ****** ******** ********** ******* ******* ******** ********

  Comwave Networks Inc

  Date: 22/05/2024

  We have received the customer's complaint and have reached out to her.
  As per our records, a Welcome Letter was sent to the customer's email address upon sign-up. This letter includes a link to view the Terms of Service that govern the use of Comwave services. Based on section 3.06 (a): Except for warranty replacement, a $25 restocking fee shall apply to each device.
  Additionally, to transfer any number to another company customers will incur an administration fee of $50 per number as per our Terms of service 3.08.
  However, we are committed to finding a middle ground to resolve this matter. In light of this, we have offered a refund for $28.25 as a goodwill gesture and the customer agreed.

• Review fromHarvey S

  Date: 20/01/2024

  1 star
  Horrible service. Internet and TV goes down every day, including weekends when they're's no one to assist until weekdays. Have regularly gone weekends with no internet or TV. ******** ******** *******. Sent technician to my building 6x to resolve issues, still have regular outages. Had router replaced, Still no service. You get what you pay for. ** **** ********* *** *** ***** ***** ******* **** **** ** *** ***** *** ***** ***** *** *******

  Comwave Networks Inc

  Date: 06/02/2024

  We’ve completed our review of the customer’s case and have confirmed that her Comwave account is already cancelled.
  We offered an apology for any inconveniences caused and thank her for always cooperating and providing us the opportunity to resolve the technical issues. Rest assured that we were always committed to providing the required assistance in a timely manner.
  We are glad to inform you that all cancellations charges were waived upon cancellation which reflects our commitment to settling this matter to the customer’s satisfaction.
  We have kindly asked the customer to return the internet modem within 30 days from the cancellation date to avoid non-return charges. Upon receipt of the equipment, we will waive the applicable restocking fee from the account and will issue a refund of her $70 Security Deposit to the payment method on file.

• Review fromLeah Marie A

  Date: 19/11/2023

  1 star
  Only internet and cable provider that does not have tech support on weekends. My internet just turned off and I checked my status were active. I am left with no internet for over 2 hrs now and to think I work from home. * **** ****

  Comwave Networks Inc

  Date: 24/11/2023

  We have reviewed the customer's account and as per our records, she has already been assisted by our Technical and Customer support team.
  However, we are not going to waste this opportunity to remind our customers that Customer Support is available at ###-###-#### Monday - Friday from 9:00 AM - 7:00 PM and our Technical Support Team is available Monday - Friday from 9:00 AM - 9:00 PM and Saturday - Sunday from 9:00 AM - 6:00 PM EST.
  Alternatively, all of our Customers can get self-assistance and step-by-step instructions for troubleshooting each service on our website www.comwavehelp.com as there is a wealth of information available to them.

• Review fromTerri S

  Date: 16/10/2023

  1 star
  ***** ****** *** ********* Terrible services that don't work (definitely not "always on"), they claim the contract says one thing on the phone and then claim you agreed to a different contract. They call a 30-hour complete service outage a "slight interruption." Zero 911 services when you go down. They piggyback off of ****** so when ****** is down, you're down. They laughed at me when I told them their lack of 911 services *** ** ************** ** * **** *********** *********. When you sign up they say there's no penalty for cancelling services, but **** ***** - Vanessa - demanded nearly $700 in cancellation fees when I tried to leave three months early, and they signed me up for 3.5 year contract without my consent.

  Comwave Networks Inc

  Date: 20/10/2023

  We have contacted Ms. ****** regarding her Comwave account and the CCTS, BBB complaints and review posted and have reached a mutual agreement regarding her disputes.
  First, we would like to clarify the following:
  Upon review of her account history, we have had a total of 3 outages reported since she signed up in 2021, 2 of them were resolved the same day.
  The third and last one was reported on September 25, 2023. As per our records, one of our Supervisors reduced her monthly service fee from $190.49 to $145.09 for 12 months which represents $544.80 in savings as compensation for the inconveniences.
  Additionally, the customer complained about her 911 not working for 8 days which we understand how frustrating it might be. However, upon registration, our Sales representative plays a short recording regarding our 911 service and how it relies on the internet connection which customers acknowledged to understand and agree.
  Please note that in accordance with our Terms of Service 2.07 Services Interruption: Services outages may happen from time-to-time and Comwave will endeavor to restore Services as soon as possible but no later than thirty days for the same trouble ticket. As such, Comwave customers should be aware that services may be interrupted at any time and most of the time we depend on our third-parties to resolve outages.
  In light of the above, we explained what would be the applicable Early Cancellation Fees in accordance with the Terms of her contract which add up to $675.00 plus tax.
  Nevertheless, after discussing this matter with her and striving to resolve this matter amicably, we have offered the customer to apply the remaining 3 months of free service starting next billing cycle and she will be free to cancel without Early Cancellation Fees after April 23, 2024 instead of July 2024.
  Bearing in mind that the free months will absorb the cost for the base price of the plans but not the add-ons (same as at the beginning). As such, she will receive an invoice and be responsible for paying for additional channels, PRV features and extended warranties for a total of $24.85 plus tax during the free months of service.
  The customer agreed.

• Review fromKen H

  Date: 27/09/2023

  1 star
  We were told that we would have great internet service and we had the worse ever service. It always froze or would cut completely out. Please send me the boxes and labels to send back the equipment. * ** ****** **** * **** ***** ****** ***

  Comwave Networks Inc

  Date: 30/10/2023

  We have reviewed your account in efforts to provide a resolution.
  As per our records, we only received one technical report since the account opening up until the cancellation date and in accordance with our Terms of Service 2.09 (c) The Subscriber acknowledges that Comwave Services are provided on a best-efforts basis and lack of service or poor quality is not grounds for contract termination. Subscriber must allow Comwave reasonable time to diagnose and correct any problems that have been reported and documented by the Subscriber to Comwave.
  In light of the above and taking into account that there was a 3 Year term attached, Early Cancellation Fees were applied. Additionally, non-return fees were billed since the equipment was not returned within 30-days after cancellation.
  Early Cancellation Fees: Terms of Service 2.09
  Non-return Unit Fees: Terms of Service 3.06(f)
  Administration fee for the account being remitted to Collections: Terms of Service 2.02
  As a good faith effort and token of appreciation, we have proposed waiving the Early Cancellation Fees and you will be responsible for the non-return fees and the administrative fee.