Comwave Consumer Reviews - Page 5

TORONTO -- Was told that the high speed service would be better and faster to the one I had. Advised that a deposit of $100 would be taken and then refunded, never did. Told of a 30 day FREE trial and never advised of charges on cancellation. I was given an appointment for a service person to come and set it up, one part that is, but the individual never showed up and never called. I wasted an entire morning. When I called Comwave I was apologized to for the mishap but it was a simple thing that I could do on my own anyway and advised me to do just that.

The high speed was 10 times slower, as metered, than the Rogers One. On it watching YouTube it would buffer every 7-8 minutes. Then I received a bill for double the amount that I signed up for. I called the office to cancel the service and it took over 35 minutes before an agent answered then on telling of my intention to cancel. I was placed on hold to speak with a supervisor, but they never came on the line and instead after waiting for 15 minutes I was asked to leave a call back number as the call volumes were excessive. I did and no one called back.

I called back the next day again after well over 40 minutes waiting and then again a supervisor for over 20 minutes and at which point the dissuasion tactics came into play and it was frustrating trying to get them to accept cancellation, and then I discovered that there was a cancellation cost due to the fact that my 30 day trial was up the day before and therefore I was officially in a contract with them. All I can say this company is no different to a Snake Oil salesman. It's all a con from beginning to end so all I can say to any potential customer is BEWARE because with Comwave nothing is as portrayed.

TORONTO -- I respect to all customers of Comwave internet and phone system. But my experience was horrible. I never tell anybody to use this service. Firstly, I talked to sales department on first day of August 2017. I clearly told him is the service will activate when I run my system and he told me yes. But after registration and at the end of month when I got my bill I found it was not true.

Secondly, I talked to tech supports for two times. The staff were nice and they did whatever the could but the problem was I spent two hours and half for each call to get the job done just in one week that I installed my system exactly just 15 days after my registration.

Thirdly, there is a system on their website which I saw them when they did my tech support remotely that can enable or disable the wifi internet of mine. Each time after 3 days the system of my wifi was shut down and I talked to them for more than the 2 hours to correct my wifi internet.

Fourthly, I wrote them at the end of month that I do not want the system. But they told me you have to call for cancellation Monday to Friday, so I lost my money because I just used my system just for one week not a month. And I wrote them at the end of the week and they responded to me on Friday and they always says, "Your satisfaction guaranteed." I do not know where is the satisfaction take into place when I used this system for just for one week.

Finally, they told me, "your early cancellation fee is 200$," but they fined me 228$. They put my son in an emergency situation at my home with no phone connection because they disconnected my old number without my consent and they did not warn me that we wanted to change your phone number. 3 years contract is too much and many people may have fined with their system. So I recommend go to other company with better system instead of wasting your money and time with these guys.

TORONTO, ONTARIO -- I usually hate calling into tech support, it's a long wait, I'm always put on hold for a long time and usually the issue is not resolve (even though I am told it should be fine now). Although I waited for about 7 minutes until I was connected to someone from tech support, I was greeted by Comwave tech employee ** Jerry. He was able to quickly assess my situation by asked questions to better understand the situation.

Although some of the answers to his questions are obvious (is your internet cable connected to your modem, is your internet/wifi currently working), he did not skip any steps or make any assumptions in order to fully understand the situation/problem I was having. He ensured that everything like the numbers on my modem and numbers on the power cord to my modem were correct and matched his information that he had. He directed me to do certain things like press the reset button or unplug cables, and even visit a website on my phone and computer (speedtest.net) to check for internet speed.

Everything that he told me to do he gave me an explanation as to why I am doing it. Everything he did on his end, he told me what he was doing and why. Every time he put me on hold to speak to a higher up technician, he would come back every 2 minutes to let me know he did not forget about me. He was very kind, respectful and patient. He rectified the situation as best as he can (made the wifi connection stronger in my apartment), without promising it'll work FOR SURE. He informed me he did all he could do with the package that I had, and informed me of other upgrade options IF it does not work to the way I want it to be.

He did not try and sell me something I did not need, he also went to the extent of taking the time to explain what I currently have and what the upgrade options will give me. For someone who is not too tech savvy, he took his time with me and explained as much as he could. NO TIE DOMI NEEDED TO SELL COMWAVE. PUT JERRY'S FACE ON THE BILLBOARDS AND BUSES. Or just have Jerry train new hires so they can learn from his people/communication skills and his knowledge on how to assess situations. JERRY ** for Comwave Ambassador, Make COMWAVE Great Again.

ONTARIO -- In Feb.17 I switched from Shaw to Comwave. I wanted the same old phone number and they said no problem. Upon receiving the modem I read the instructions and when my phone wasn't giving me a dial tone I called for the first advice. By the 3rd call months later still no dial tone. I then contacted the customer service representative Tracy and complained. I was by then frustrated and said just how ridiculous this was. I tried again sometime in June and once more no phone service. Then 3 weeks ago I called and a Carlos found the problem or half the problem. It seems that they couldn't use my old phone # as I had had it disconnected before their service started.

I had a - surprise - a new #. No one advised me of this at all. Then he gives me the # and we do some checking and still not working. He was due to call me at a certain time as that would be when he'd be able to reach me and instead, calls me in his time zone and not mine as I specified 3 hrs. earlier which made it 6:00 a.m. I was sleeping. Then had to go for the day. He did try again but I couldn't respond. This week I gave it one last try and this Edwin was the smartest of all as he made me redo certain things and he reset the modem for the internet, moved the phone line into the direct port and had to register the phone under the new #.

So for 7 mos. now I've been charged for a phone line that could have been easily dealt with from the get go. How ridiculous is this? I spoke to Tracy and she is now arranging for me to receive a 7 month refund. Unbelievable. I specifically believe that the recording about listening in for training purposes is not really in use as the many complaints directly to the tech. reps. must be heard and our suggestions as well.

These ineffectual people before Carlos and him as well ought to be retrained to use their minds to go deeper into the core of what might be wrong just like the wonderful Edwin. He listened and cared. So did Carlos but Edwin wins the best tech. representative for the whole year as far as I'm concerned. Not everyone learns at the same pace that is for sure but come on. Just skimming the surface is inadequate and creates frustrations that absolutely unacceptable.

CANADA -- I have 2 iPads. The internet connection to one of the iPads was suddenly not there anymore. There is no signal icon. Message received is: "Cannot connect because the server stopped responding..." My password entry attempts to reconnect to my WiFi all come back: "Unable to join network." I phone Comwave and after a few minutes wait, I talk to customer service representative Hector. My phone starts beeping within minutes after that and then the battery dies before I can get the needed assistance.

Seven hours later, phone battery recharged, I phone Comwave again. After a wait of OVER an HOUR I talk to technical support representative Jose # **. Jose has a very pleasant voice. He sounds like a nice, competent technical call center rep, someone I don't really want to get to feeling like yelling at for having to wait for so long. (Don't you guys have a callback option anymore?) So I don't mind telling him my problem.

After entering my PW for Jose and receiving the same "Unable..." message, and after giving Jose my PIN, Jose gives me the correct PW. The correct PW immediately reminds me of the handy-dandy personal PW I had made, some time ago it seems now, to replace the cumbersome number-letter-number-jumble of a PW that comwave gave me when I opened the Account and which I'd written down right underneath the original Comwave jumble PW.

I guess I was just so darn used to using the jumble PW all of those other times! My eyes have gotten bad too, and it can be hard to see my own fine print amongst all those other important details for all these technical goods and services sometimes. In the end this was a very brief call, I thought, and one that certainly didn't warrant the extremely long wait time I had endured to get here. Thanks very much for your patience, Jose.

TORONTO -- May 23, 2017: I contacted Comwave and advise them I wished to change from my present Internet service provider to them. May 23: I requested my phone number be ported. May 31: Rogers cable service was to check, make sure I had the necessary cable. Rogers cable was a no-show. June 1: called Comwave customer service to advise of the Rogers no-show on the 31st.

The service representative showed me that Rogers cable man had been here. I said Rogers cable had neither phoned or knocked on the door. Service representative and for me that is not necessary. I said in my case it was. My backyard is inaccessible to gate is locked and I have to unlock it for Rogers to gain entry to my yard. Therefore he was not here. Service representative insisted he was. There was no point in going on with this debate. Service representative insisted that we begin installation of the modem. Instructed me to open the box which I received a week earlier, remove the modem and the black cable.

I informed him that there was no black cable. He suggested I remove the cable off my TV. I said my TV hasn't had that type of cable for 20 years. But if it did have that type of cable, or if the black cable had been in the box, it would have been to no avail, as there was no wall receptacle to plug the cable into because I have no cable coming to my residence (which Rogers cable should've noticed when they were supposedly here May 31). Seeing the way things are going, I thought I don't want to go down this road. I told the customer representative to cancel the whole deal.

June 1: Modem return via Canada Post. June 3: Rogers cable shows up at the door in the afternoon (in all the one that was here May 31) to check the cable. I told him that would not be necessary as I had cancelled the whole thing. June 23: I received statement showing the charge of $285.24 early cancellation fee. The service was never installed or activated. I feel a charge of $285.24 is excessive. I called Comwave customer service and explained everything to them. They informed me there was nothing they could do.

MAPLE - ON -- I signed up with Comwave Home Phone service over 6 years ago. I remember, when originally signing up, I had to put a deposit of $50 for their VoIP Phone Adapter. After 2 months, I decided to sign up for a 3-year contract so that my monthly bills are cut down to $15 instead of $20. The 3-year contract ended in 2014. A few months later, I got a email or phone call, with a special promotion: "Get 6 Months free if you renew your contract". I clearly remember asking the agent on the phone what would be the consequences if I cancel early, and he told me that worst case, I would have to pay for the 6 months.
I called them two weeks ago cancel because I always use my cell phone and never use that phone line. When I called their customer support line, I get transferred to an agent within 2-3 minutes, and she is all friendly. As soon as I tell her that I want to cancel, her tone completely changed, and she tells me she has to transfer me to another agent. I was put on hold for almost 40 minutes, until another agent picked up. I guess that other agent was from retention. That other agent kept arguing with me, telling me that I should keep using their "great service" as a secondary backup line. Eventually he gave-up on that, and now started to almost threaten me and telling me: "You know, there will be fees!". I had to ask 3 times what the fees would be. He puts me on hold again for about 7 minutes and comes back "200 dollars". I tell him that his colleague clearly told me that I would only have to pay for the 6-free months. He eventually agrees to that, and tell me the fees would be around $104. He also tells me that I need to return their phone adapter as soon as they send me a Return Authorization Number otherwise I will be charged $80. I tell him that I actually had a $50 deposit on that device, and now he tells me that I will only get $25 back from the $50 deposit, after I return the device.

I mailed them their adapter. I have not received my $25 back, and just noticed that there is a $226 charge on my credit card. Tried to call them, but of course, they are closed.

My advice, keep your money and save yourself from the trouble and frustration, find another company for your phone services. While with them, you will save a $2-$3 a month, then when you cancel, their will charge you back way more, so good bye savings.

TORONTO -- Comwave should be judged by tricky and dishonest. I called Cuba through them. They advertised a rate of .85 cents. Now, these 85 cents are in US Dollars. They use an exchange rate that is not existing in banks. Adding the taxes, the real rate is 1.25 Canadian dollar. They never charge the real time that you use. If your call is of 12 minutes they charge you 15 minutes. You pay them a fee of 2.95 dollars only for the service.

At the end I paid around 20 dollars extra each closing by such tricks. Now I'm struggling to close my account, calls for one hour, transferred from one phone to another with long waits and my account still open. If you want to be robbed and also not respected as a client, use Comwave!!!

BRAMPTON -- I was with Bell Canada and the Internet and phone service was great and fast but too much money. So, I switched over to Comwave for their great prices they said they have. So, I got Comwave. After couple months was great but after having Comwave for five months the Internet was so slow and I complained to Comwave. All they did was send out Bell Canada to look at the phone line and said it was working great.

Now, I have very crappy service. They don't do anything to fix the problem with the Internet. I am sick and tired of slow Internet so I have decided to go to the head office and speak to the joker who is in charge of Comwave. If that doesn't fix the problem, then I will go directly to news station and ** about Comwave. I'm sick and tired of these jokers. Don't use COMWAVE at all or you're going to be in a two year trap or it will cost you $200 to get out of the 2 year contract.

TORONTO -- Good, bad, ugly and unacceptable.

Good - Long Time Bell Customer wanted to get into 21st Century with Home Phone Technology. Started off well with Customer Service people that were friendly and somewhat knowledgeable. Provided most but not all information relating to their VoIP solution.

Bad - Sales were determined. Consistently followed up. Almost annoying. Finally went with service. Received starter kit in mail 2 weeks (snail mail)! Set up was easy and painless. Service seemed to work OK. Persistent echo at times. Accessing IVR's (Telebanking) and Voice Mail that required Touch Tone tones was hit and miss. Ugly - Correspondence communication is only online Email and or through texts. No paper billing. Payments through Credit Card only. It's up to you to make the voice call. Unacceptable - Credit Card because of business trip overseas and went over my limit. Payment of $1.90 was rejected.

Here's the good part. Within 3 days service was disconnected. Now to get it back there's a reconnection fee of $75.00 (like you're starting new) but not new as now a security deposit is demanded. Unbelievable for $1.90!! My next call is to the Better Business Bureau. Like the burned out hockey player that promotes this company. They're all just hacks.