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Comwave Consumer Reviews - Page 3

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Busy Tone
StarStarStarStarStarBy -
Rating: 5/51

Alejandro (**). The tech support took control of my computer and made a few changes to the modem and he was able to get the phone working. The only problem that I encountered was I was on hold, had to wait 55 mins. to talk to the support. Alejandro (**) was very patient and very knowledgeable. I was very happy with Alejandro (**) but not too pleased with the waiting time. What could I do if I did not have a cell phone with unlimited talk. If I did not have the cell I would not have been able to get my landline working.

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Re: Service
StarStarStarStarStarBy -
Rating: 5/51

TORONTO -- On Dec. 6, 2016 I received my service and a day later had problems but thanks to all the hard work of Alex, Omar and the guy who finally fixed the issues Fraud I am back online. I can't thank you guys enough for all your hard work getting the issues resolved. You're the best. If I had any complaint it would be that your response time on waiting to get an agent could be quicker, your five minutes needs some work but other than that I thank you all for the great service and am one happy Comwave customer, Merry Christmas and Happy Holidays to you all.

Company Response 12/16/2016:

Hi Sharon,

Thank you for letting us know what a great job Alex and Omar did. We will be sure to let them know! Have a great day!

– The Comwave Team

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Slow Download Speed
StarStarStarStarStarBy -
Rating: 5/51

Download of 177 MB file took 10 minutes on an internet connection rated at 6 Mbps. It should take 3.9 minutes at 6 Mbps. Contacted Comwave Tech Support and spoke with Alejandro. His support was outstanding with an unusually in depth knowledge level. He ran speed tests by different companies to compare results in an unbiased way while I watched the results, then explained the best that could be expected based on the profile assigned by the line owner (Bell Canada).

Those showed that the speed was in line with what was expected, so the slow download was either at the Microsoft server, or from my computer. Then he went further - assessing my computer's system configuration and performance, and identifying areas that could be changed to improve performance.

This was very different than other companies that I've dealt with that stop at "well it's not a problem on our side. Goodbye". His approach was very professional and extremely helpful. I'm very impressed with Comwave having technical support people with this level of expertise. Comwave provides their customers with great support. I certainly recommend them.

Company Response 11/16/2016:

Hi J,

Thank you so much for taking the time to share your experience with Comwave and Alejandro. We are thrilled to hear what an excellent job Alejandro did in helping you solve your issue.

Have a great day - The Comwave Team

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Hard Getting Started
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

BRAMPTON-ON, OHIO -- Had very hard experience trying to get "red light" off the modem which showed no internet access, while DSL light was solid green all along. It was only when talked to lady named Gabriel employee # **, that she figured out the modem number at Comwave was not the same as modem number at my home. Seems shipping wrote a wrong number and there was no sync with Comwave signals being sent. For 3 days of hard talking, yelling and fuming it seemed nothing was working until Miss ** figured out the problem and solved it in 15 minutes. I am impressed with this employee and give high recommendations.

As to Comwave internet service, that has still to be seen as today is my first day. I have been a Comwave telephone customer for more than 8 years and would give it at least solid rating like 4/5 stars. Will write later on internet experience. Thanks ** again!

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My Service Satisfaction
StarStarStarStarStarBy -
Rating: 5/51

TORONTO -- About four days ago I discovered that I could not send/receive calls even though I had dial tone on my home phone. Diego from Ext. **1 came to my rescue when I called in. He was very courteous & professional in dealing with me and the way he went about troubleshooting & fixing the problem. I am so pleased with Diego that I have to write in and say so. This has only been the 2nd time in 14 months that I've had to request service and I've never been disappointed. In fact I have nothing but praise for the technical support personnel. Many thanks Diego, you really made my day.

Company Response 11/16/2016:

Hi Sel. We are so glad to hear about the excellent service Diego was able to provide you. Our customers are our #1 priority and we are happy that Omar was able to show you this. Have a great day - The Comwave Team

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Problems With Home Phone And Internet
StarStarStarStarStarBy -
Rating: 5/51

OTTAWA -- Requested assistance from Supervisor to fix the repeating problem. Comwave Agent "Rick" analyzed the problem. Verified the connection routing between the modem, router and adapter. Discovered a better way of connecting directly from the modem to the router then to the adapter. Tested this configuration and proved that it works better.
Confirmed by checking the flickering light on the two lines of the adapter, discovered issues related to large amounts of voicemails that were not cleared, hence causing unsteady light indications. Completed the final setup and testing successfully. Rick proved to be very knowledgeable and patient to the successful end.

Company Response 11/16/2016:

Hi Francois. Thank you for your feedback and we will be sure to let Rick know what an excellent job he did in helping you solve your issues. Have a great day - The Comwave Team

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Tech Support Assistance
StarStarStarStarStarBy -
Rating: 5/51

ONTARIO, DISTRICT OF COLUMBIA -- I want to take some time to recognize Mike at EXT **. He was simply amazing, I had spent 2.5 hours almost yesterday trying to fix a call display issue for my mon Archalios ** and all I was looking for was for someone to call me back today so I don't have to wait an hour through the queues again waiting for someone to answer me.

I had to come to my mother's house with my laptop so I can allow tech support to remote in and fix the problem as my mother does not have a computer. Mike was so gracious and he agreed to call me and he called me right on time and was so amazing and patient and knowledgeable. He fixed the problem pretty quickly, he truly deserves the recognition.

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Slow speed
StarStarStarStarStarBy -
Rating: 5/51

The last couple days, when I have been trying to work from home. I haven't been able to open any webpages on my laptop or desktop computers. I see that the internet is connected but nothing opens. I called Comwave today and spoke with Alejandro (ext. **) who went above and beyond.

He tested the modem and connected to my laptop and found that the problem was malware of some kind that was using up the bandwidth. He helped me install and run CCleaner and Spybot to clean things up and better protect my computers. I am very hopeful that this will solve the problem. He was very patient and took the time to really try to figure out what was wrong and not just apply a quick, band-aid fix.

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Customer Service Is Very Poor
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TORONTO, CALIFORNIA -- Supervisor Maggie is a "S" service we got. We rate her as -0. Time of call today is 10am -10:50am. Date October 26, 2016. Give my real name. Give her my right birthdate. Give her my account #, give her my right address. My intention is to close the account. I call early spring 2016 to close my account but can't because my 3 year term due of July 2016.

The reason now I call is to close my account & to settle down my $2.96 balance. I try to talked to her nicely but she give me a heart attack pointing why I am giving her 2 first names which I usually use it all of my accounts. She is asking us the old Visa # which I use it for my account which I don't have it. I told her that I shred already because it's expired and I got a new Visa card. Back & forth 45 mins discussion, waste my time.

I have bigger business to handle to make more money than settling a $3 to close the account of Comwave. I call for 2 days, waited on the phone for an hour all the time. You wanna be on the top of your business, hire an excellent outstanding people as your customer service.

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Denis - ** Help With Setting Internet Connections on iPad
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

TORONTO / ONTARIO -- The password to access my internet connection had been long forgotten. Now with an iPad to play with, l needed that password to access the internet through my iPad. This gentlemen, Denis, #**, was the tech that assisted me. This poor man had the patience of a Saint. My main computer is not exactly Mario Andretti, a turtle can move faster. But he waited patiently for me to switch rooms between two different floors.

I'm mobility impaired, so it was more like taking the scenic route versus the short cut. But he just waited patiently, with a calm, soft voice, never once showing me any frustration, even if he might have been. After all that time and waiting, he was gracious enough to show me how to do it myself in case there was a next time. Very well behaved gentleman, and above and beyond customer care at his job. He never once made me feel stupid. He should be recognized.

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Comwave Rating:
Star Star Star Empty star Empty star
2.9 out of 5, based on 174 ratings and
190 reviews & complaints.
Contact Information:
Comwave
61 Wildcat Road
Toronto M3J 2P5, ON
1-866-288-5779 (ph)
www.comwave.net
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