Information about your Wave services and our response to Coronavirus

WaveG December 22, 2020

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.

Helping Families Stay Connected

The Internet First program is affordable internet designed to help families and students in low-income households to have reliable access to the internet. It will enable them to home school, do homework, and access educational resources and more. Wave is partnering with school districts to ensure local communities are aware of the program’s extension and the tools to help students learn remotely.

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://waveg.wavebroadband.com/account/
Ways to Pay Bill:  gowaveg.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:   https://waveg.wavebroadband.com/faq/

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.

Reliability and Capacity of our Networks:

We have invested tens of millions of dollars upgrading and supporting our fiber networks. Our networks are designed, built and supported for capacity, speed, flexibility, and reliability. In addition we have trained and certified local technicians at the ready should a local need arise. As this situation has unfolded we have undertaken incremental steps to ensure business continuity in our networks. You can be assured there is plenty of capacity to handle the extra load of working and learning from home and that we monitor that usage and capacity on a real time basis.

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.

Keeping you and our employees safe:

All of our employees have been provided a COVID-19/Coronavirus training program based on CDC guidelines to help them understand how to prevent the spread of the virus. This training includes recognizing any illness or symptoms they may experience and to not come to work should they be experiencing those symptoms, while also recognizing symptoms and safety steps when dealing with others. We continue to use 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 had a fever or cough, traveled to a high-risk area, have/had COVID or has been in contact with someone that had/has COVID in the last 14 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.

Feeding America

Community is about neighbors helping neighbors. With that in mind, Wave and our family of companies has donated $100,000*. Thanks to the generosity of our customers and employees, over $210,000 has been donated in total this year to help feed America. We will continue to lend a hand to support those in need and we invite you to join us. Together, we can make an impact for families in your neighborhood. For more information visit https://gowave.com/feeding-america.

Thank You to our Heroes!

Thank you to all of our hometown heroes doing extraordinary work and making a difference in their communities. This past spring and summer, we’ve honored some of these heroes. 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 has donated a total of $100,000 to Feeding America.

Community Resources

Whether you’re looking for updates or community help in these unprecedented times, these food, medical and information resources are here to let you know you are not alone.