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  Comwave Networks Inc

  61 Wildcat Rd North York, ON M3J 2P5

• 

  Comwave Networks Inc

  P.O. Box 555, RPO Steeles Avenue West North York, ON M3J 0J6

Review Details

• Review fromD. M.

  Date: 21/08/2023

  1 star
  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?

  Comwave Networks Inc

  Date: 20/10/2023

  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.

  D. M.

  Date: 31/10/2023

  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?

• Review fromSamir M

  Date: 19/08/2023

  1 star
  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

  Comwave Networks Inc

  Date: 13/10/2023

  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.

• Review fromDenise M

  Date: 07/08/2023

  1 star
  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.

  Comwave Networks Inc

  Date: 05/10/2023

  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 ###-###-####

• Review fromDean C

  Date: 01/08/2023

  1 star
  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

  Comwave Networks Inc

  Date: 06/10/2023

  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.

• Review fromBeth Donovan Hospice

  Date: 12/07/2023

  1 star
  * ***** 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. ** *** *** **** *********

  Comwave Networks Inc

  Date: 26/09/2023

  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.

  Beth Donovan Hospice

  Date: 27/09/2023

  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.

• Review fromani h

  Date: 29/06/2023

  1 star
  Horrible experience, will never ever use their services. contact them to get internet for my apartment, without checking their system, they mailed the modem, 2 days later they contacted me that they do not provide service in this area and that I have to return the modem. they charge $95 for sending the modem and I end up spending another $27 for shipping it back. when I call they say the money is nonrefundable. ********* ** ****** ***** **** *** ***** ***** ** * *** ** ****** * ***** **** **** **** * ****

  Comwave Networks Inc

  Date: 27/09/2023

  We are sorry to read that you experienced so much trouble. We have tried to locate your account using your name and the email address provided on this complaint without success, perhaps it is under a different name. We would value the opportunity to go over the details of the account and address your concerns. Please feel free to reach out to us at 1-877-474-6638 Monday - Thursday from 9:00 AM - 7:00 PM and Friday from 9:00 AM - 6:00 PM.

• Review fromRuss J

  Date: 26/06/2023

  1 star
  ***** ******** ***** system crashes about every 45 days. I agreed to an $85 a month contract for 1 year. I am being billed $131 a month on a 3 year contract. **** *** * **** ** *** ** *** *********. Every time I need service average call time 56.4 minutes. **** ******* ****** ** *** *** ** ***********

  Comwave Networks Inc

  Date: 29/09/2023

  We have reviewed the customer’s case and have made unsuccessful attempts to discuss this matter over the phone.
  Based on our records, the last technical report was made on August 3rd and the issue was finally resolved on Aug 11, 2023. After this, we do not have any other reports; however, we are ready to provide Technical Support if required.
  In regards to the contract and price, we have confirmed that the customer agreed to renew his 3-year Term in exchange for getting 6 months of free service back in June 2022. However, as per our records, he received a total of 9 months for free from June 2022 to February 2023.
  In light of this, his contract will expire December 2025.
  It is worth mentioning that he spoke to one of our supervisors back on April 21, 2023 who informed you that his monthly service fee should be $134.37 for the next 12 months and he agreed.
  In an effort to settle this matter, we have now reduced his monthly fee to $102.06. Bearing in mind that in accordance with our Terms of Service 3.03 Rate Changes: Comwave reserves the unilateral right to change, modify, increase, decrease, or add surcharges, connection fees as may be required from time to time.

• Review fromRobin B

  Date: 11/05/2023

  1 star
  Signed up for phone service and for six years, have had nothing but problems and more, and more fees.
  When the first 3-year contract run out, they auto-renewed without my knowledge or notifying me. Each month my bill has more and more various fees that aren't well explained.
  Each time I have had to call customer service, I either receive no resolution, and in one case for some unexplained reason, the rep turned off our ability to receive any inbound calls, which persisted for two days before I realized they had done something.
  Now I am cancelling my service at the end of the second contract, and they are attempting to charge me $50 to port my number to another provider and a $25 restocking fee for the Grandstream box which I also have to pay postage for to send back.
  I contacted the phone provider I am transferring to and they were bewildered that Comwave charged a port fee, as I asked about whether or not they were going to obstruct my number transfer.
  ******** **** ****** **** ** ***** *** *** ***** ********* ** *** **** ** **** ** ********** ***** ** **** *** *** ********* ********** *** *** ** ***** *********** ** ***** ******* **** ******* ** ***********

  Comwave Networks Inc

  Date: 24/08/2023

  We have reviewed the customer's case and went over his account to provide a resolution.
  Based on our records, the customer was assisted by one of our CROs in May and per their settlement, the port out fee and the restocking fee were waived.
  Customer confirmed that this was satisfactory to him.

• Review fromDavid D

  Date: 22/02/2023

  4 stars
  We have used comwave for, I would like to say, over ten years for telephone and cable. We would like to add internet to this but it is not available in the Maritimes. Service has always been fine and every few years we get a random six months of no charge. No company is perfect but I find Comwave accessible and helpful. And it’s nice to get those bonus six months every now and again.

  Comwave Networks Inc

  Date: 05/06/2023

  We do appreciate hearing from our customers as their comments are vital for us to continue improving our services. We are so happy to hear you are satisfied with our prices and service and the Internet is not available yet but we are growing fast and hope we can provide this service in the near future. Should you ever need assistance, please do not hesitate to contact us.

• Review fromRyan K

  Date: 31/01/2023

  1 star
  I recently cancelled my home phone service and returned the device at my expense. When I had a conversation with an agent, the guy didn't mention about 're-stocking' fee. So I called the comwave for a clarification. The guy on the line told me that the agent I talked to previously told me about it. It's very deceiving tactic to blame a client. I clearly remember I didn't hear about this at all. Besides, why do I have to pay for a 're-stocking' fee when I already spend my money for shipping the device back to the headquarter. They are restocking the device at my expenses. This is ridiculous.

  Comwave Networks Inc

  Date: 17/05/2023

  We have reviewed the customer's case that was just sent to us and would like to address it as follows:
  It is our understanding that his complaint is regarding the Restocking Fee applied to his account upon return of the Home Phone Adapter; as such, we have gone through the account records and have listened to the conversation the customer had with one of our Customer Service Representatives on January 5th, upon cancellation request of his Home Phone plan.
  Based on our findings, the representative advised that he will be charged a $25.00 restocking fee after the equipment return and the customer agreed. Please note that this was applied in accordance with our Terms of Service 3.06.
  In light of this, the fee is valid; nevertheless, as a goodwill gesture, we have applied the 50% discount to it ($14.12). This amount will be applied as a credit towards his account which will be deducted from his next invoice.
  Should the customer have further queries, he may feel free to let us know.