Customer ReviewsforComwave Networks Inc

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. ** **** ********* *** *** ***** ***** ******* **** **** ** *** ***** *** ***** ***** *** *******

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.

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. * **** ****

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.

***** ****** *** ********* 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.

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.

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. * ** ****** **** * **** ***** ****** ***

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.

There are two (2) main items that are important.Is proof of death the only way to stop Comwave from billing you? That is what it took me for my son. The second item is the “Fully Refundable Equipment Security Deposit”. There is a very large reluctance to return the money. The automated software programs at Comwave do not talk to each other. We were receiving, “payment not received” up to July 5th F) even though they received my letter on May 17th 2023 and my son died on May 21 2023. They continued to send service cancellation Survey emails to me with ***** name (“Dear *****”) on July 9th and July 12th after they received the proof of death July 5th 2023. The equipment return policy is, to say it gently is draconian. After 4 years of use they expect the equipment to be sent back in “The Original Packaging”, really! The Non-return fee is crazy. Buying new is cheaper. Also in the same document the equipment had to be returned with “All of its original Contents”. We had cable problem and changed it, does that mean we were in noncompliance? At least one good thing is the fact that Comwave didn’t state the working order of the equipment! The document should reflect the equipment’s age. A new return is different from an older return. The last bill that Comwave sent has no record of the discontinued service of Jun 25th 2023 . There should have been a correction for the “no service for 10 days” of the month. The penalty for reconnecting even though it is only an easy software switch change is excessive. The last irritant is the address of Comwave. On Comwaves Internet head office, you say your address is: Comwave Network Inc. 61 Wildcat Rd Toronto, On M3J 2 P5 but they also use North York instead of Toronto. Which is it?

We reached out to our customer's mom via email in an effort to address her concerns. Our Accounting Team has moved with a sense of urgency to have the $210.00 Security Deposit from our customer refunded to her in the form of a cheque and they confirmed that the cheque was mailed out on Friday, October 13, 2023. We appreciate her feedback in regards to her overall experience with the processes and policies from our Company; however, we would like to clarify the following points to avoid misrepresentation of information: 1- Notices of payment not received are automatically sent by the system to the email address on file and are intended for the account owner unless the account information is changed (account holder's name, phone number and email address). In this specific scenario, this information was not updated since the account was not transferred to someone else, instead it was getting closed. 2- It is desirable but not mandatory for the equipment to be sent back in “The Original Packaging”. This mostly applies to the newest customers; however, customers are not penalized in any way if they do not do so. 3- We have two addresses for equipment return, one of them is a Po Box and the other one is our head office mailing address for customers who prefer dropping off the package themselves. 4- Refund by cheque takes from 6-8 weeks to be issued; however, we offered her the option to provide a payment method in order to issue a refund within 24 hours and she refused. As such, she had to wait for the accounting procedure to be completed and have the cheque approved. I hope this information clarifies our customers and potential customers' doubts.

After identifying my self as the clients FATHER multiple times in Telephone conversations, Emails and Registered Letters for Six Months. Comwave still gets it wrong! If COMWAVE would of read my 32 page letter we would not be doing this nonsense. Even after they said I would get the cheque and My sons account was closed for a month, they sent a bill deducting $3.00 plus tax from the $210 and sent a bill for the $3.00. In my day that was considered double dipping. They retracted this Just another example of Software gone amuck. 1- Two attempt to contact Comwave by phone, the second one ****** ** ***** **** *** **** * ************ ***** a week before he died, Comwave would not talk to us unless we had a pin number or a doctors note. I sent a registered letter requesting cancellation and to contact me with costs and conditions (Couldn't phone) SIGNED BY MYSELF AND MY SON,. NO RESPONSE. The only time I got a response is when I sent a PROOF OF DEATH, and then the only response was a DEMAND for their equipment. I had full access to My sons Email account. I was well aware of every DEMAND and THREAT made. COMWAVES SOFTWARE IS BROKEN and its operators are untrained. In your response you state that the system is "automatic" that's your problem. Where is your oversite? Does anyone work at Comwave? How can I transfer the account if NO ONE IS WILLING TO TALK TO ME. 2- Your Comwave Email states "Make sure you have all the original packaging for the equipment". Also "We have allowed 30 days from date of this email to return the equipment with all its original contents" "Please ensure we receive your package within 30 days to avoid a Non-Return-Fee in accordance with Comwave's Terms of Service. As stated in my registered letter $95 Non-Return-Fee/ device for 4 year old equipment is ridiculous. Even more damming is the fact that you can buy at least one for about half the price of you fee, brand new. " It is desirable but not mandatory for the equipment to be sent back in “The Original Packaging”. This mostly applies to the newest customers" I Challenge you to do this in the documentation and state that it is not necessary to have the original packaging..I also challenge you to modify the Non-Return-Fee to make it more realistic.. 3- Is it "North York" or is it "Toronto". You still have not answered this. It is minor BUT if you fail to answer registered mail and packaging goes to one place and letters to another it is irritating..The WHOLE ADDRESS for both is identical except for "North York" and "Toronto" there is NO PO BOX STATED. Please take the time to read the registered letter sent to your company which I signed Aug 4th 2023. All the issues, most being way more important than an address are explained in detail. 4- We were told 4 to 8 weeks now the latest answer is 6-8 weeks for receipt of the cheque. After 8 weeks NOTHING had been done as stated by the individual I phoned. I raised my voice and asked them to send the cheque. **** ** *** **** **** * *** ********* *** **** ****** * ******* *** *** ********* *** **** ******* ** ******* *** ****** **** ** ********** ** **** **** * ****** **** * **** ** *** *** ******* **** ** ***** *****. I requested that the cheque be addressed to "THE ESTATE OF ", instead they used his name. If you consider from the time I requested closure of the account, it was 6 MONTHS to get rid of COMWAVE. Of course I refused to hand over sensitive banking information to Comwave. If you do not trust a company would you give personal banking information to them?

worst company slow internet ,and tv they want $600 to cancel bad service do not get involved with them And it's the government's fault for allowing these companies to **** us this should end

We have reviewed the customer’s case and have reached him in an attempt to address his concerns. In an effort to address your concerns, we have gone through your account records and based on our findings, upon signing up, you were made aware that your services are under a 3 year contract which you agreed to renew in April this year in exchange for getting 6 months of free services. We have gone through his account records and based on our findings, upon signing up, the customer was made aware that the services are under a 3 year contract which he agreed to renew in April this year in exchange for getting 6 months of free services. Furthermore, he received the Welcome letter which discloses the Terms of his contract. In regards to the poor quality of his services, we have gone through the account records and the only day he reported having issues with our services was upon contract renewal. No other reports have been made since he signed up. Further to our Terms of Service (section 2.09 literal (c)), The Subscriber acknowledges that Comwave Services are provided on a best-effort 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. As such, the Early Cancellation Fees have been applied in accordance with the contract Terms. I noticed that the equipment was not returned within 30-days even though a return label was generated and sent to his email address as a courtesy. As such, a non-return fee of $95.00 plus tax per device may apply. In an effort to settle this matter and as a gesture of goodwill, we will allow 2 more weeks from today for the equipment return and if returned within this period, we will waive the non-return unit fees of $322.02 and the applicable Restocking Fees of $84.75 taxes included. If not returned within 2 weeks, the non-return fees will be applied in accordance with our Terms of Service.

Been a loyal customer for 10 years and when my internet went out, they finally sent me a new modem. The set up of the new modem went fine, however , the tech was unable to hook me up to internet. The tech put in the request to have the modem turned on at their end, but Comwave refused saying there was another ticket outstanding. After bringing the internet issues to their attention (******) and while waiting for that to be resolved, I spoke with a Customer Service rep to help with a move for September 1st. Apparently now I am not allowed to have internet until September 1st . Non of this makes sense. Why can they not hook me up to internet where I am living now, where i have had internet for 10 years? Why do I have to wait a month. Terrible service. Would never recommend them to anyone. I wish I could leave but I am locked into a contract for 3 years which is auto renew. The amount of stress and anxiety they have put me through ,as I need internet for work, is horrible. The are punishing me for being a loyal customer.

We have emailed the customer regarding her feedback. She had technical issues with the internet service last month. Thus, we took the liberty to go over her account in an effort to address this matter. Based on our records, she reported having no internet service on August 1, 2023 and the issue was finally resolved by our technical support team on August 7, 2023. In light of the above, we would like to express our sincere apologies for the inconveniences caused. In an effort to address the customer's satisfaction, we have applied a downtime credit for $31.82 and as a token of our appreciation, we have adjusted her monthly service fee to $105.00 taxes included. Should the customer need any further assistance, feel free to contact us at ###-###-####

Absolutely abysmal. Trying to talk to technical support is a joke. Canceled service and called my lawyer. If I could give a zero rating I would

We have reviewed the customer's feedback and have tried to reach him without success. We have emailed the customer requesting him to reply back to us so that we can reach a conclusion regarding the case.

* ***** they **** about the speed of internet they could provide our business and phone service was horrible then they tried to renew our contract for 3 more years without telling us. We cancelled the service they charged us $1900 for the phones until we returned the equipment. We returned the equipment within 1 week with verified signature upon receipt and still one month later have not received our refund of the $1900. ** *** *** **** *********

We have reviewed the customer's account and the customer cancelled their contract claiming they experienced too many tech issues. In 2023 there was only 1 tech support ticket opened. I understand they run a hospice and their phone and internet services are critical. If the customer had experienced on-going tech issues, they didn't call us to report it. Also, all Comwave Business contracts renew for the same initial term, which is outlined in the signed contract. Comwave followed all procedures and executed the terms of the contract by charging early cancellation fees.  The customer successfully ported out in June. The cancellation fee was paid, which reconciled the account. The account was cancelled June 8th. Comwave followed all protocols and executed the terms on the signed contract. Comwave was a little late in providing the refund, however it was returned on July 12th; therefore, no follow up is required.

For the most part their response is accurate however 1 ticket was opened but upwards of 30 calls were placed to resolve issues and over 200 minutes on the phone with techs that could not resolve our issues which led us to cancel. You will also note they did not respond to the comment about the speed of the internet that was promised and we received on average 5 meg download and with bell we now have 50. Our phone services were down at least once per month.