Cable Franchise

 

Cable Franchise

I need a Senior Discount and cannot find forms, went to Xfinity office and they said go to Kitsap County, which is a big area and I don't know where to go and am not great at computer things.

We have been very happy with Wave Cable's service. If we have any problem or question we call and get an answer immediately. A few years ago we lost our internet and phone and I called Wave on a Friday expecting to get a service rep by Monday. The call on my cell phone dropped before I could complete the request. In a few minutes I got a call on my cell from a service rep in the area who said he was close to my house and could be there soon. He was there in a few minutes and fixed the problem. The employees have a very good consumer service attitude and great skills.

why does a household have to have one or the other depending on where they live as in the area I live I only can join wave, which I find unfair. Wave has changed how many different channel they offer on different packages with out any input from their customers. Email is the best way to contact me  graykat101@hotmail.com

Hello,
We are the resident/homeowners of SW Camas Lane, Port Orchard, WA. Despite years of trying, the neighborhood of SW Camas Lane (McCary Heights) has been unsuccessful in getting internet service brought to our neighborhood from Wave or Comcast.
Sometime in the Fall of 2013/14 Comcast or Wave ran a line from the area of Gorst Junction Hwy 3/ Hwy 16 up the hill of Feigley road to (presumably) service the new McCormick Meadows subdivision which was under construction at that time.
When installation of the over-head line was completed, service was provided to the homes on Hudson and Desoto. Hudson runs perpendicular to Feigley and is roughly parallel to Camas.  There is a field spanning roughly 2000 feet between Camas and Desoto/Hudson. The houses on Hudson and Desoto have service provided by WAVE.
We called to see how to get it brought to us too.
Initially, WAVE claimed our street was a COMCAST service area and when we called Comcast, they claimed they share the line with WAVE. They said Comcast has authority of the west side of Feigley and Wave had the east side of Feigley. We are on the East side, same side as Hudson- so this made no sense.
We were told by our neighbors on Desoto that internet was just turned on for them and they didn’t have to do anything special to get it.  No construction was done on their road that they knew of.
When we called WAVE about this, they claimed that was because Hudson has “business” accounts so they were obligated to provide service to them.   We have two businesses on our street that require high-speed internet and one was paying $450.00 a month for a T-1 line. That resident was forced to rent office space elsewhere in order to run their business, which is 100% dependent on high-speed internet.
There is one household that has Deaf family member who requires high-speed internet in order to make phone calls (videophone).  Considering they can’t even call 911 because there is no  access to high speed internet and they are disabled, they are not able to live there anymore as it is a safety hazard for them to not be able to call for emergency assistance. 
We do not understand why our business accounts would be considered any less important or different from the business account on Hudson. We also understand that the business on Hudson was not charged ‘extra’ to have the service brought to them.
After some digging, we were told that WAVE had come through our neighborhood knocking on doors around the same time of they had turned on service to Hudson. The WAVE employee who told us this said that when they put in the line running up Feigley,  they were given a certain amount of money  (tens of thousands of dollars)  to provide it to us.  But  because no one signed up for service at that time,  the money was spent  on another area and was no longer available for us. We do not believe we were contacted and asked if we wanted service at that time. Of course we would have wanted it.
One resident business owner called  WAVE and  told them they would pay for the whole street for a year if they would only  bring it to us- after a lot of promises and being told it was aerial and should not be difficult, it still fell through.
They claim it is not feasible because we only have 9 houses on our street, plus a couple behind us. There are many houses within a one mile radius.
We have taken turns trying every so often, to see if maybe there has been  a change. Each time, we are told it just isn’t feasible for them. One representative we contacted told us it was “aerial” and would not require a buried cable. That sales representative seemed to try everything he could to get his superiors to turn on service for us, but in the end, that too fell apart and he informed us that his superiors told  him it just wasn’t feasible for them and that was final. He was forced to give up.
We have explained to each representative that has come out that we have a line buried from each of our houses out to the county road. When we each purchased our homes from 10 to 18 years ago, we each were told that when cable was brought to the county road we could just hook up to it; the lines were already in the ground.  No one from WAVE cares about the line we already have buried- not sure what that means, except for the whole “aerial” technology making the buried line obsolete.
About 5 months ago, neighbor Rob contacted WAVE and was told by a service representative it would cost around  $12,000.00 to bring in a line. Rob asked to get a written break down of that so we could discuss it at a neighborhood meeting. The representative never got back to him. 
Around 3 to 4 months ago, neighbor Nick was trying to get service brought in and was told it would cost about $15,000.00.  He was told that if they could get each neighbor to commit to service, there were certain number of signatures needed, if he could get them- they would bring it in. Offering a credit of $1,000.00 per line it would bring the cost down to around $12,000.00.  After the resident got all the required signatures, he never heard back from the representative.
Neighbor Penny called to follow up on the progress made by the others and the one who gathered all the signatures and she was  told that it would cost $55,000.00. That rep has called her a couple of times and left messages asking if she wanted to move forward with that before he closes the case. Penny talked to him once and asked him to put the bid in writing so she could bring it to the neighborhood association meeting- and maybe get a lower bid.  He told her they are NEVER allowed to put that stuff in writing and he said they have to bury the lines because of codes.
We really need internet over here on Camas lane. Can you help us?
Thank you for your consideration and time,
Very truly yours,
Camas Lane Association

You can contact any of the following who can call a meeting or relay information to all members of the association.
Linda Meyers (Rob)  (360) 731-4122
Nick (360) 536-0025
Penny (360) 932-4292

I'm getting so very sick of Wave Broadband and the fact that 1) they over charge and 2) they've been having horrifically bad service quality as of late.

12-9 @ 2:30am
12-8 @ 10am
10-18 @ 1:34am
10-15 @ 8pm
10-12 @ 5pm
10-11 @ 7:30pm

In addition, they advertised that they supported customer owned Motorola Modems for their Gigabit Service.  I then find out a couple months back that they no longer supported it, forcing me to rent one of their modems, rendering mine useless.

Can't we find somewhat to get some competition into the area of Silverdale near Apex Airport and Anderson Hill Road so that we have some other choice besides Wave (which has been having horrifically slow customer service) and Century Link (which are in the stone ages for broadband speed).  It's making it to where I feel like I need to leave the county if I want more reliable services.

Early March 2019 change to digital services has also resulted in a loss of channels/content from the package we've subscribed to for nearly 3 years. Initially, the subscription for our services cost us $75/month, and now is nearly 2 times that price at $146/month. The recent change has resulted in our only having access to local stations. To maintain access to the national broadcasts will have to pay an additional $70/month. This is nearly 3 times our original subscription cost. As it stands now, our services have been severely curtailed and our subscription cost stays the same. It seems unfair that Wave Broadband have restructured their subscription services under the guise of upgrading to an all digital service. Other businesses, such as telephone services, tend to grandfather their existing customers in at their current rates until they rework their contracts. It is very unpleasant to have our services reduced with no recourse. We may have no choice but to drop some or all of our services with Wave Broadband due to this change.

I can't seem to send this form with the account number. The number is 8136150130472585.

I am looking for information on where the process is for granting a new franchise for cable in the County.  Is Wave the only one that is involved and is the county looking at having multiple vendors?  I have noticed in cities where there are multiple vendors the rates are cheaper and the service is better. 
And has Wave fulfilled all of their commitments during the last contract?

Thanks,

Bill Bowlan

Comcast dropped local radio stations (notably KUOW & KING) from their lineup. They did not provide an alternate way to stream these stations. WIth our hilly terrain, broadcast radio reception of these stations is poor. THey have removed an important source of local programming and news.

1) On Saturday, August 10, our internet service went down. We called in and was advised that the earliest available appointment was Thursday, August 15. We told them this was not acceptable. The representative then offered to put us on standby in case of a cancellation or time became available. We accepted this offer.
2) On Sunday , August 11, we called again and asked about when a technician would be arriving. We were advised that the earliest that we could be seen was Thursday again. We told the representative about the stand-by and was advised we fell through the cracks. The representative advised us that we would be getting a phone call within the next 24 hours on our service request.
3) No phone call was received, so Susan called around 1:00 PM. She was advised that nothing had changed and the appointment was still for Thursday. Susan became agitated and told the representative that whole story and advised the representative we were promised a phone call. The representative apologized for the missed call, but still repeated the earliest we could be serviced was Thursday. Susan was getting angry with the situation and decided it would be best to end the call. Susan advised Kevin of the issues she was having with Wavecable, so Kevin started to call Wavecable once he was available on break at work. Kevin attempted to call in five times and the system dumped him offline 5 times. Finally after being on hold for around ten minutes, a representative answered the call and Kevin updated the representative on the whole story. She checked and the answer was still Thursday was the earliest they could be at our house. Kevin was getting agitated at the situation and decided ending the call would be best.
4) Tuesday afternoon we received a phone call from a Wavecable representative. Susan answered the phone and preceded in telling the representative what we had bee going through dealing with the internet issue. When technical questions were being asked, Susan handed the phone to Kevin so he could answer the questions. After testing of the equipment, the representative stated is was probably an equipment issue due to connected equipment not being detected. He also advised we should of been serviced sooner since it was a total outage and advised the previous representatives incorrectly entered the problem in the system resulting in the Thursday service date. He apologized and offered some compensation for the problems we had to endure.
5) My wife Susan was on hold for an hour and a half on Wednesday, August 14, regarding the service request. She finally hung up after an hour and a half on hold.
6) Kevin called Wavecable to get assistance in resetting Susan's and his email passwords after the online method failed to update the passwords multiple times. He was on hold for 2 hours and 10 minutes until he was connected with a representative.

The main issues we have are:
1) How the problem was entered into the system and how the subsequent representatives of the initial service request failed to correct the error.
2) Failure of Wavecable to follow through on the promised phone call on Monday.
3) The excessive waiting times (1 1/2 and 2 hours) on hold to be able to talk to someone.

Account number as on statement: 8136150130035549

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Waited on hold for 18 minutes to speak with a representative about my account.  I have heard others complain about long wait times too. Wave is the worst cable provider I have dealt with.  I have experience with Comcast and Spectrum in the last year.  Both are much better than Wave for value and customer service.  I am a very dis-satisfied Wave customer, but there are no decent alternatives since DSL is still too slow in my neighborhood for the modern world.
1) You get less for more money with Wave.  For example, with Comcast you get TV channels on Wi-Fi at no extra charge. Not so with Wave.
2) Wave changed their online billing system, but you need a pass code to access which is only available on your bill.  Since I do not get a hard copy bill delivered, how am I supposed to get in the system for the access code on my bill.  Answer - I had to waste my time calling them.
Please note your form would not take my account number.

I bought a home at 7426 SE Olalla Valley RD, Port Orchard, WA 98367 on Jan 31, 2020.  Since then I've tried 3 times to get my cable connected.  Each time I'm told I'll have to pay to extend the service to my home but after asking I am provided no further information.  In any direction WAVE service is on all sides of me, as near as 800 feet if not closer.  Does the franchise agreement allow the cable company to decide they are not going to serve 4 families that are 800 feet farther than they would care to run their service?  I have two sons taking college courses while having to stay home to.  They are unable to satisfactorily do so due to the lack of broadband service while everyone around us has service.  Thank you for any help or explanation of what I might be able to do to get service to our neighborhood.

We live in an unincorporated area of Poulsbo and our only provider is wave broadband. We’ve been with them for almost 13 years. During the pandemic they started assessing us for overage uses on data. We have never had that happen before. We have tried multiple times to call, the phone is never answered, and there’s no option on their website to resolve the issue. Got an email the other day saying they’re going to start charging for overages (?), and that there’s someway to mitigate that, but again no way to contact them. I had an overage of $200 last month, which is absolutely ridiculous. Please advise. Stephanie Parker 360 5508157
sparker1006@gmail.com
Acc 3401-0431624-01

Hi, I live in the Parkwood area. We are only serviced my Wave in the area and within the last 3 years, our bill has grown substantially. We were switched wothout knowledge to a faster plan that (although speed is nice), also continually increased in price. They no longer offer mid range services and nothing that even remotely compares to the prices and services offered by xfinity. Are there plans to allow xfinity to service our area? We have had a lot of problems with wave service including outages... There is no competition and there seems to be no incentive for the company to work with their customers.

I have attempted to contact both Port Orchard (cityclerk@cityofportorchard.us) and Kitsap County (kitsap1@co.kitsap.wa.us) regarding this. Port Orchard recommended I contact kitsap1, and kitsap1 said I'll have to resolve it with Wave.

I recently bought a house that was built in 2009:
4959 Long Lake Rd SE
Port Orchard
98367

Wave cable previously provided internet to this house, but the technician that stopped out said the connection was too intermittent, and wasn't fed to the house through conduit. It's about 600 ft to get from the street to the house.

I was told I would likely have to pay a pretty hefty fee to get everything extended to have decent internet. Because this house was previously serviceable, is there some way that Wave has to front the cost? I am unsure how the franchise situation with Kitsap County works.