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.
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
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.
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.
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.
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.
ST. CATHARINES -- My internet set up has been a bit of a pain and not at the fault of the company. Lots of weird technical fixes like lines not working and needing to be fixed, routers needing to be reset etc. I have spent three days on and off the phone with Technical Services and everyone I have talked to has been so so helpful and patient. I really feel taken care of and valued - not just an account number and that is something that is hard to come by in customer service nowadays. Special thank you to Nestor ext#** who spent almost an hour on the phone with me this morning. Internet is working great! Thank you!
EDMONTON, ARIZONA -- I recently moved my service to another provider and Comwave started showing true color. I was told that $50 cancellation fee will be charged at the time contract was signed. Other provider requested port of my number and I got call from them that I will be charged $50 service fee. I called them back that I don't need to port my number and will get new number from other provider. This fee was never disclosed to me before and I told her that I am aware of $50 cancellation fee and will pay this fee.
Then after few days they charged me $200 for cancellation fee. I bought my modem from them and I got email to return it or I will be charged other $80. I requested for transcript of my phone calls and emails and nothing happened. Then I got call from their customer care department and was told by a female agent that she will discuss it with her manager and get back to me. She never called me back and when I called them back then I was told that no one called me and I am just lying. People should stay away from this company. I can't believe that a company which is committing fraud is allowed to have operations in Canada.
TORONTO -- I contacted Comwave technical support because my home phone wasn't working. I was connected with a live technical support agent almost immediately after choosing the appropriate option in the auto attendant. This was surprising because I had contacted support earlier this week (Tuesday evening) and waited almost an hour on hold (this time I called on Saturday afternoon). The technical support agent I got was Moses (**). He was very courteous and helpful. He listened to me describe the problem and led me through some steps to diagnose and troubleshoot the issue.
In the end, the problem was fixed in just over half an hour (I was still on hold after 30 minutes on Tuesday evening). Moses also provided some helpful information about my equipment, all the while maintaining a polite and courteous manner. This was definitely one of the best technical support experiences I have ever had.
TORONTO -- I called Comwave because I was having trouble authenticating the wifi on my new tablet. After a series of technical troubleshooting exercises, the first representative I called told me that my device was the cause of the problem and I should contact my "provider". I was about to take the tablet back; However, I decided to call back one last time as it seemed absurd that it could be the device itself causing the problem, especially since I was having a similar problem with my laptop.
Fortunately, I reached a wonderful representative named Melkin who was extremely warm, friendly and patient. Melkin confidently assured me that we would absolutely get to the bottom of it and in a matter of minutes he was able to determine that even though the password indicated on the bottom of my modem was upper case, customers need to key it in as lower case letters to authenticate (as per their user guide).
The previous representative told me it was case sensitive but never mentioned that it had to be lower case even though the modem password indicates otherwise. Thanks to this great representative my tablet and laptop have successful wireless connections! A+ for him for great customer service and not assuming the previous representative was correct. Epic fail for the woman I spoke previously.
TORONTO -- Our Internet service kept having to be reset at our modem - unplug for 30 seconds, and plug it back in. We called Comwave for assistance when the service would not come back on even with a restart of the modem. The technical person was frustrating to talk to - he seemed to be working from a script, and most of what he asked made no sense. However, he did open a ticket, and a Bell repair person called the next day and made an appt. The Bell tech resolved the problem outside, replaced one of our cables inside, and gave me his number.
Comwave called twice to follow up and make sure we were happy. This was so much better than Rogers, who we used to use for Cable internet. The Comwave service has been more reliable, other than the last 2 weeks, and Rogers was unresponsive to problems, and basically didn't seem to care. We had phone, TV and mobile with Rogers, so we were paying them much more than we pay Comwave.