Information about your Wave services and our response to Coronavirus
Our Continued Commitment
We hope you and your loved ones are remaining healthy and safe. We continue to pay close attention to developments about the COVID-19/Coronavirus outbreak, and take very seriously the critical role we play in keeping you and our communities connected during these unprecedented times. We also continue to do our part to prevent the spread of the virus to keep our customers and employees safe as global, national and local efforts continue to evolve. We want to share our latest updates.
Table of Contents
Meeting Our Customers’ Needs
Our networks are engineered and built for capacity, speed, reliability, and expansion. We continue to see optimal performance of our network and our engineers and operations centers are working 24/7 to meet shifts in usage patterns and increased traffic. We remain vigilant in monitoring our network and support systems. While many of us are still working, learning and connecting from home, we’re here to ensure you receive the fastest and most reliable connections and service.
No Contact Support:
We have many no contact online tools to support you with fast, easy, convenient ways to get personalized support and manage your account online from the safety of your home. There is a host of options including troubleshooting, bill payment, equipment returns, help & support, etc. Here are a few links to help get you to the right place:
Account Login: https://my.wavebroadband.com/login
Ways to Pay Bill: wavehome.com/payment-methods
Equipment Returns: wavehome.com/equipment-return
Home Phone Info: wavehome.com/phone-support
Voicemail Access: https://www.mywavephone.com
Other Help & Support: wavehome.com
If you choose to call us, please know that wait times may be a bit higher as some of our employees are dealing with COVID-19 related restrictions in their own communities.
Assistance measures for impacted customers
As part of our pledge to keep our customers connected, we put COVID assistance programs in place to help those who experienced financial hardship as a result of the pandemic. If you signed up for one of these programs, we’ll be in touch soon about next steps regarding your account.
Data Metering will resume July 1
As our routines change, we are seeing in-home internet usage returning to pre-COVID levels, which is why data metering will automatically resume beginning July 1. Any data overage charges incurred for the month of July will be included on your August statement. We understand that not everyone may be completely back to normal routines; therefore, we have low-cost options for you. To learn more, click here.
Keeping you and our employees safe:
All of our employees continue to follow CDC guidelines to help prevent the spread of the virus. If any of our employees has symptoms, they stay home. We also take additional safety steps when dealing with others. We are using our best efforts to stock our offices and service vehicles with hand sanitizers and our installers and technicians with vinyl gloves and masks for added security as long as supplies last. In addition, we have increased the frequency of cleaning our lobbies and offices.
As local communities have responded to COVID-19, we continue to stay on top of the changing environment and make adjustments to keep customers and employees safe.
We have instituted protocols that will help us service your home.
- There may be a need to visit your home in the near future. We are following health and safety precautions that will protect your family and our employees during our visit. For details, see our video.
- If we need to visit your home or you wish to visit one of our retail/payment centers, please be mindful of your own health symptoms. If you or someone in your household has been in contact with someone that has COVID or have had a fever or cough in the last 7 days, we will reschedule your technician visit and ask that you do not visit our retail location.
- All of our employees have been provided COVID-19 training program based on CDC guidelines to help them understand how to prevent the spread of the virus.
- Our retail locations and field technicians will practice social distancing, have hand sanitizer, vinyl gloves and will wear masks as supplies last.
- For the safety of our technicians and retail store agents, we ask you to wear masks and practice social distancing while we are in your home or while visiting our retail locations.
Our Team is Here For You
If at any time you, your family or your business need us, our incredible support team will be there to offer you the best service possible. Our teams are working 24/7 to keep our customers connected to what they love, providing services and support to those who need it most, in the safest way possible. We’re grateful for all of our amazing employees and the work they are doing.
Wave and our family of companies is donating $100,000* in total to help Feeding America. Giving and making a difference in someone’s life is more important than ever. In that spirit, we invite you to join us in supporting Feeding America to help those in need.
Congratulations and thank you to all of our hometown heroes doing extraordinary work and making a difference in their communities. If you haven’t already, please take a moment to learn about our randomly selected winners by visiting our Wall of Heroes.
As you, your families or businesses take the necessary steps to stay healthy and mitigate the spread of this virus, know that each of us at Wave remain committed to doing the same while also ensuring that our networks perform at their best to keep all of us and our communities connected.
Lastly, thank you for being an Wave customer. We all appreciate it very much.
* The WaveDivision Holdings, LLC, RCN Telecom Services, LLC, and Grande Communications Networks, LLC family of companies will donate a total of $100,000 to Feeding America.
What steps is Wave taking to minimize exposure and risk?+
We have and will continue to proactively educate our employees on prevention and take precaution steps as identified by the CDC and local health officials to ensure they do not exhibit any symptoms and feel safe for themselves and our customers when entering a home.
We have taken steps as provided by the CDC plus we have put restrictions on travel, are postponing events, limiting the size of meetings, providing remote-work solutions. We continue to reinforce safe behavior in every environment – from customer homes and businesses to our stores and offices. We have ramped up cleaning schedules and continue to provide additional protective supplies and sanitizers, with a special focus on customer-facing locations and interactions.
How does Wave maintain network reliability?+
Our network is engineered and built for capacity, speed, reliability, and expansion. In addition, we closely monitor network usage 24×7 to ensure there is ample capacity for an optimal customer experience. Even with more and more people working from home in response to the coronavirus COVID-19 situation, we continue to see optimal performance of the network with significant excess capacity as our network is designed for evening peak load use no matter the time of day. The additional usage during the day has had no impact on our service.
We continuously test, monitor and enhance our systems to ensure optimal performance and a reliable connection while also standing ready to address network issues that may arise with trained and seasoned local technicians. Our robust, fiber-rich network enables us to operate in interconnected footprints on the East and West coasts and in the Central U.S. with back-up capabilities for each.
Reliable communication is a critical tool during this time, so our customers, the public, and government agencies are all counting on us to have our services up and running. We are committed and ready to do our part in taking care of each other during this time – our customers, communities, businesses and employees. Thank you for choosing Wave.
What resources are available for customers?+
We have easy and convenient online and digital self-service tools to keep you connected to us at any time at (URL and mobile app). You can manage your account and get customer support, chat with us, pay your bill, update account info, add TV packages, watch TV and more from the convenience and safety of your home.
What if I can’t pay my bill due to coronavirus?+
We have and will continue to work with those residential and small business broadband and voice customers that have been impacted financially by the COVID-19 to keep them connected, through August 15, 2020, including by deferring payments, waiving late fees, and working with our customers on affordable payment plans.
What about data overages?+
Many of our Wave Internet customers already have unlimited home internet access, and for those not on our unlimited data plan, we waived internet data overages through June 30. Final credits will appear on July statements for any overages incurred during the month of June.
As our routines change, we are seeing in-home internet usage returning to pre-COVID levels, which is why data metering will automatically resume beginning July 1. Any overage charges incurred for the month of July will be reflected on August statements.
We understand that not everyone may be completely back to normal routines, which is why we have low-cost options available that will provide predictable pricing. Customers can customize your internet service to meet your needs, including doubling current data plans for just $10/month or even go to unlimited data for $20/month. We encourage everyone to look at your MyWave account to make sure you have the service level that is right for you.