Wave Broadband FAQs

Wave Broadband offers multiple packages of High Speed Data (HSD) Service with varying speeds, features and bandwidth usage allocations (not all packages are available in all areas).

You must comply with the current terms of use set forth in Wave Broadbands Residential Services Subscriber Agreement (RSSA) and Acceptable Use Policy (AUP) (the RSSA and AUP are posted at www.wavebroadband.com or on an alternative website, if we so notify you, and may be revised by us from time to time) and other terms of use that correspond with the package of HSD Service you selected.

In addition to complying with the limitations for specific features, you must ensure that your activities do not improperly restrict, inhibit, or degrade any other users use of the HSD Service, nor represent (in Wave Broadbands sole judgment) an unusually great burden on our network itself.

By way of example, common activities that may cause excessive bandwidth consumption in violation of our terms of use include, but are not limited to, numerous or continuous bulk transfers of files and other high capacity traffic using (i) file transfer protocol, (ii) peer-to-peer applications, and (iii) newsgroups.

In addition, you must ensure that your use does not improperly restrict, inhibit, disrupt, degrade or impede Wave Broadbands ability to deliver the Service and monitor the HSD Service, backbone, network nodes, and/or other network services.

Your use of excessive bandwidth (as determined by Wave Broadband) may result in the termination or suspension of your HSD Service, or require you to upgrade the HSD Service and/or pay additional fees if you wish to continue to use the HSD Service at higher bandwidth consumption levels.

You understand and agree that the actual throughput rate you may experience at any time will vary based on numerous factors, such as the condition of wiring at your location, computer configurations, Internet and network congestion and management, the time of day at which the HSD Service is used, and the website servers you access, among other factors.

Each tier of HSD Service includes an allotment of bandwidth consumption (downstream or downloading and upstream or uploading are aggregated for purposes of determining your consumption) that you may use during each calendar month at no additional charge.

You agree that you will pay for additional bandwidth consumed beyond that allotment at the rates posted at www.wavebroadband.com. Unused bandwidth from your allotment expires at the end of your billing cycle and does not carry over to subsequent billing cycles.

You agree Wave Broadband may change these and other applicable limits or terms of any tiers by amending the prices, aspects and features of the HSD Service set forth at www.wavebroadband.com at any time and from time to time. Your continued use of the HSD Service will constitute acceptance of any new and revised limits and terms.

It is your responsibility to monitor and manage your bandwidth usage, which you may check using the online usage monitor available after logging into your account at https://my.wavebroadband.com/login.

Yes. When a current Wave customer refers a friend through Waves Refer-A-Friend program, both the referring customer and the friend can receive a $50 discount off their Wave service. To find out more about how to qualify for this discount, please visit Wave's Refer-A-Friend page.

Before You Call

If yourInternet,TV or phoneservice is out,we've providedsteps below thatyou can take that may solve the issue.

1. Confirm you have power

It sounds obvious, but if your home doesnt have power your internet and TV servicewon'twork.

So make sure that the power is on in the room where your modem, router, and cable equipment is located.

If the powers out contact your utility company to report the outage.

If your power is on, but one or more servicesdon'twork

Many connectivity issues can be fixed by resetting your modem and router. This is a great first step any time you have a service hiccup.

2. Reset Your Modem

Your modem is the main device that connects all of your Wave services to your house.

Find your modem.Your modem will be the only box that is directly connected to the wall via a coaxial cable and is NOT connected to a TV, in addition to the power cable.

Unplug the modem from the electric outlet on the wall

Verify that all of the lights on the modem turn off. If lights stay on a. Ensure you actually disconnected power to the modem and not another device b. If the modem is indeed unplugged and the lights stay on, it means your modem has an internal battery. Most modems with batteries have a reset button find it and press it. The reset button is recessed and will need to be pressed with a paperclip or similar tool. c. If youdon'tsee a reset button, youll need to remove the battery which is usually behind a latch on the side or on the bottom of the modem. Once the lights on the modem are off, proceed to the next step.

Unscrew the coaxial cable from the back of the modem. Its not an Ethernet cable that has a clip on the end. The coaxial cable will be the only cord with a metal tip and the other end will usually be connected to a wall outlet. submit a technical support request online.

Wait 30 seconds

Attach the coaxial cord into the back of the modem and ensure the connection is snug

If you removed the battery, reinstall it

Plug the power cord back into the modem

Wait three minutes

If your servicesaren'trestored, continue to the next step.

3. Reset Your Router

Your router is used to let multiple devices in your home share your internet connection. In some cases, you may not have a router, but if you do, now is the time to cycle its power.

Unplug your router from the electrical outlet on the wall.

Verify that the lights on the router all turn off.

Wait 10 seconds and then plug the router back into the wall.

Wait one minute

If your internet serviceisn'tworking, its time to give us a call. Dont be surprised if we have you go through these power cycle steps againwe can see important information on your end as your system is being reset.

If your internet is working but your TV service is out, continue to the next step.

4. Reset Your TV Equipment

Wave offers a variety of devices that get connected between our cable and your TV, ranging from simple digital receivers to equipment that lets you record your favorite shows or even stream content from the Internet.

You may have a piece of equipment hooked up to each of your TV sets in your home, and in some cases you will have a main device (called a server) that empowers your other TVs.

You will want to cycle the power on all of your TV devices.

Unplug your TV equipment (DVR, TiVo, digital receiver, etc) from the electric outlet on the wall.

Confirm that any lights on the device(s) are turned off. If you have equipment on other TVs, unplug those as well.

Wait 10 seconds

Plug the equipment back in

Turn on the TV

Wait two to five minutes (depending on your equipment)

If your TV serviceisn'trestored, continue to the next step.

5. Check the TV Input Setting

After a power outage, your TV may forget where to look for the signal coming from our equipment.

For example, if you use an HDMI cable and your TV has multiple places where you could plug in that connector, you need to be sure the TV is looking at the right input source.

If you are confused already, give us a call and well walk you through what to do. Otherwise, continue reading

Be sure your Wave device is turned on (you should see some kind of light on the front face)

Cycle through the various Input options on your TV

If you have questions about how to change your TV input, please refer to the user guide that came with your TV. Most TVs have simple Input button located on their side or bottom front.

Give a couple of seconds between switching Input sources to give your TV a chance to tune into the device

6. Call to Reset Your Equipment

You can call us and reboot your internet equipment without having to speak with tech support. Just call 1-866-928-3123 and follow the instructions below.

If you are a current customer press 1

Enter your phone number followed by#

Enter your ZIP code

To reach technical support press 1

To reset your equipment press 1

To reboot your modem or MTA press 2

Still not working? Call us!

If these steps didnt fix your issues, please call us at 1-866-928-3123, or

We understand that it can be frustrating to be asked to repeat some of the steps above again; however it helps us eliminate the simple possibilities before bringing in the technicians. The support representative will monitor your connection on our end to help troubleshoot what might be causing the problem.

Most issues are solved by rebooting, which means unplugging your equipment, waiting 30 seconds, and then powering it back on.

This would include your:

modem,

router, and

computer or connected device

Details and video instructions are listed below.

To reboot your modem (this is the box that the cable cord plugs into) and router (delivers WiFi):

Unplug the power to the modem and router

After 30 seconds without power, restore power to the modem

Once the modem is online, restore power to the router.

Once the lights on the modem and router indicate a connection, repair the internet connection on your computer or device- which may require restarting them.

If you have phone service with Wave, you may have a back-up battery in the MTA, the device that provides phone service. If the lights on the device do not go out when you disconnect power, youll need to remove this battery. It will be located in a battery compartment in the base.

If the modem indicates a connection to the internet, but your computer cannot connect through a router, try to bypass the router and plug one computer directly into the modem:

Unplug the power to both the modem and the router

Use a single Ethernet cord to connect the modem to one computer.

After 30 seconds without power, restore power to the modem

Once the modem is online, repair the internet connection on the computer- this may require restarting your computer.

If these steps do not fix the problem, please contact our technical support team at 1-866-928-3123.

A sun outage is an interruption in satellite signals caused by interference from solar radiation. Satellites transmitting cable networks can be affected by solar interference as they align with the sun. Sun outages may cause the video on a few channels to break up into blocks for a period of a several minutes. Afterward, the picture usually goes back to normal on its own.

This phenomenon can happen twice a yearbefore the March equinox (February and March) and after the September equinox (September and October). Sun outages only affect cable service, internet and phone services are not affected.

Most performance issues can be addressed simply by shutting down background internet programs and bypassing additional network equipment. In order to test your speed, Wave provides a speed test designed to test your connection within our network.

If you want to maximize both your connection's stability and speed, we highly recommend that you utilize a hard-wired connection by plugging your computer or other internet-enabled device directly into yourmodem or router.

Please note that wireless (wifi) connections are typicallyless stable and slower than a hard-wired connection. Your wireless experience may vary depending upon a number of factors, including yourproximity to the router, interference from other devices, and physical barriers. While we can help you troubleshoot wireless issues and help you maximize your speed, we can not guarantee speeds over wifi.

Since many factors can affect your access to individual websites, we also cannot guarantee the same connection speed in every online interaction.

Speed variations are due to a variety of factors, including network traffic, the number of people conducting the test simultaneously, or any number of hardware and/or software capabilities or limitations of the computer, modem, or router. However, if you consistently receive poor performance, we can have a technician examine the connection in your home.

One final option to consider is upgrading to a higher speed package. We have a number of packages available, up to 1 Gig, depending on your area.

All Wave internet plans include a data allotment (also called data transfer or bandwidth quotas) with each internet package.

Your data usage allotment is not a cap - we do not want to limit your use of our internet service. Instead, if you exceed your monthly data usage allotment, we may assess a nominalData Transfer Feefor usage beyond the amount included with your account. These usage fees contribute to our overall plan for proactive network management and optimization.

Wave allocates data transfer bandwidth to each internet service account, and assesses a nominal fee for usage beyond that amount. Customers who use more, pay a bit more. This keeps prices down for the majority of our customers and increases fairness on our shared network.

Here are the data allotments for current internet packages:

Package

Data Quota

High Speed 10 and 50

100 GB

High Speed 100

400 GB

High Speed 250

500 GB

High Speed 500

1 TB

Gig Speed

Unlimited*

* After 2 TB of usage, Wave may slow data speeds for network management.

Overage charges: If you exceed the included data transfer amount within the calendar month, you will be charged a data transfer fee of $5 for each 25 GB.

Data plans: There are double data and unlimited data plans you can select to meet your needs each month that can help avoid monthly overage fees.Call us at 1-866-928-3123 for more information.

Manage your usage: You can view your datatransfer activity and sign up for email alert notifications online in the Internet Account Manager.

Here are some things to keep in mind when considering your data usage:

Data transfer usage includes both downstream/download and upstream/upload activity.

All devices in your home that utilize your internet connection, including laptops, desktops, voice assistants, smart devices, gaming consoles or handheld devices, count towards your data transfer activity.

Internet activity is managed at a household level. This means if you have multiple internet users in your home, each persons data usage is added together to measure the total amount of activity each month.

If you use a wireless router in conjunction with your internet service and that connection is not properly secured, other users outside your household could be using the connection, adding to your data transfer usage.

It's possible for viruses or malware on your computer to cause activity that would add to your data transfer usage. Properly installed and regularly updated virus software should protect you from this possibility, in most cases.

If you feel like your internet activity does not match with the information above, but you are receiving data overages, see if one of these issues is affecting your usage:

Is your wireless network secured? If you are not sure and you have a Wave router call our technical support department at any time at 1-866-928-3123. If you purchased your own router, contact the manufacturer for assistance.

Do you have any automatic updates that happen regularly on your computer that require download/upload activity? If you are not sure, you can speak with a local computer support center, or contact your computer manufacturer.

Here at Wave customers have several different systems available to them that require a login and password.

My Wave Account :

Pay your bill online

Update Your Account Information

Check Your Data Usage

Confirm When Your Technician Will Arrive

Phone Portal *: Manage phone features and see recent outgoing, incoming, and missed calls.

WatchTVEverywhere : Allows you to stream content from a variety of networks.

Email **: Send and receive email messages.

* requires FCC callback to verify identity. Please call from your Wave phone to receive assistance.

** We don't store any of our customers' e-mail passwords, but we are able to update them.

Great news! You now have one online portal to:

Pay your bill online

Update Your Account Information

Check Your Data Usage

Confirm When Your Technician Will Arrive

This is all available with a registered My Wave Account. You will no longer need to access our former Internet Account Manager (IAM) to check your Data Usage.

If you need help registering for your My Wave Account, see this article.

When you create an account in our Online Account Manager platform, your password gets saved in an encrypted format into two systems at the same time:

Core SystemYour password is saved encrypted in our primary billing system which powers our Online Account Manager and is used to validate your credentials when you log in.

Secure eStatementsYour password is also save encrypted in our engine that is used to generate and send your statement via email. You are prompted to enter your Online Account Manager password to view the PDF statement.

At no time is your password stored without being fully encrypted, and there is no access for anyone to unencrypt and view your password.

If you have any concerns about receiving your Statement electronically, you can always select the option to simply receive an email notifying you when your Statement is available to view by logging into our Online Account Manager.

You can pay your bill online with your MyWave Account, our online bill-pay portal.

When registeringto pay your statement online with the MyWave Account,you will need to have your most recent billing statement to fill out the needed 13-digit Account Number and 6-digit Account Pin.

UPDATE: August 19, 2019- Our new billing system is now available. You will soon be receiving a NEW BILL with your new 13-digit Account Number and 6-digit Account Pin, which will be located on the front of your new bill. You will use this to log in to your My Wave Account for the first time.

If you do not have a copy of your paper bill, a previous Wave email should have your account number for reference. We will use this information along with your preferred email address on file to verify who you are so that we can send you the security PIN which allows you to complete your MyWave registration. Once registered, youll be able to make one-time payments or set up automatic monthly payments directly from the checking account of your choice.

Sinceyour MyWave Account provides access to personal information that is protected by the FCC we need to satisfy their regulations before we can generate or update the password for you. For any assistance with generating or resetting yourWave Online Bill Paypassword, please call our 24/7 technical support line at 1-866-928-3123.

Your monthly cable bill not only gives you a listing of your current charges, payments and credits, but it may also contain special messages regarding service. Please take time to review your bill to ensure your name, address and other information is correct. Generally, you will be billed the same time every month unless you are notified otherwise.

Your cable service is provided on a month-to-month basis. The monthly service charge, which includes any equipment lease fees and any installation charge, are normally payable when service is installed. After that, we will bill you each month in advance for service except for Pay-Per-View movies and events, and any fees associated with activity on your account.

Your cable bill will include a list of your services, package or special offer discounts, payments, credits and any applicable fees and taxes. You will normally be billed at the same time each month unless you disconnect and reconnect service.

Monthly fees for your service are billed one month in advance. New customers may see a greater monthly fee on their first bill. This reflects any service fees not paid at the time of installation, the monthly service charge from activation to the end of the first billing period, and the next month of service.

Your balance forward should always be zero unless we did not receive a payment for a previous month. If there is an amount listed, this is due immediately. It is possible that your bill was printed before your payment was received, in which case you may have a balance forward amount listed.Please call to ensure we received payment. If you believe there is an error on your bill, please contact us immediately.

The franchise fee is a mandatory, government-imposed fee that is passed through cable companies to subscribers for placement of cable lines and the providing of cable TV service to residential areas. Standard city, county or state taxes vary by area and are mandated by a government regulatory agency.The tax amount may change and is based on your service and equipment. The FCC tax is paid to the Federal Communications Commission.

A pro-rated charge reflects the length of time you use services. For example, if you add, change, or drop a service in the middle of the month, you will be charged a portion of the full monthly price based on the number of days you have had the service.Likewise, if your introductory package promotion ends in the middle of the month, you will see a mid-month change in price.

It is possible that your bill was printed before your payment was received, in which case you may have a balance forward amount listed. Please call to ensure we received payment. If you believe there is an error on your bill, please contact us immediately.

Yes! Create a My Wave Account for free online access to your Wave account. Be sure to have your account name, number and security password ready to sign up. Once logged on you can choose the billing method thats right for you, look for Paperless Billing.

You may enroll in our online bill-pay portal with a My Wave Account, pay over the phone at 1-866-928-3123 directly with your credit card, mail your payment, or drop your payment off at one of our convenient payment centers.

Option One: Register for a My Wave Account

You can pay your Wave bill right from your computer by accessing your My Wave Account.

To register for a My Wave Account, you'll need your 13-digit account number and6-digit account PIN that can be found on the top of your bill. In addition, when you call in to our Care team, we may ask you to set up a series of security questions so we can better verify your identity.

Once registered, youll be able to make one-time payments or set up automatic monthly payments directly from the checking account of your choice. Note: A payment processing fee applies to one-time payments.

Option Two: Pay by phone

Pay over the phone at 1-866-928-3123 directly with your credit card.

Option Three: Mail your payment directly to Wave

Please mail your payment before the due date on your statement. Allow several days for your payment to arrive and be credited to your account.

Option Four: Drop off your payment at a Payment Center

You can drop off your payment at one of our Wave Store locations or Payment Centers.

Customers are billed throughout the month, based on the original installation date. Payment for service is due in advance for an entire month of service, plus any applicable installation and activation fees.

To avoid the possibility of incurring late fees, Wave recommends paying your bill immediately upon receiving your monthly statement. Your due date is listed on your monthly statement, on each page in the upper right hand corner.

By not paying the invoiced amount each month, your account may be subject to late fees and potential termination of service.

The phrase "home networking service" is used to describe the equipment rental fee for your Wave modem and/or wireless router.

The term Expanded Content Pass-thru fee is used to describe TV Network Fees for Basic Cable channels. Expanded Content requires local broadcast and digital equipment, both of which are billed separately. To see a list of the channels included in your area, please refer to your channel lineup.

If you would like to request a cancellation of service for any reason, please contact Customer Service at 1-866-928-3123.

Wave does not offer orrequire contracts to for residential internet, TV and phone service. You can choose to upgrade, downgrade, or cancel service at any time.

If you have Smart Home services, a 12 month agreement does apply.

If your name has legally changed and you would like to update your account information, please show a valid photo ID at your nearest Wave local store.

If you would like to transfer the account into another persons name, the current account holder and the new account holder will need to visit a nearby Wave local store to fill out a Change of Responsibility form. This form can also be downloaded from Wave's website. Please be advised if you cannot visit a Wave local store to fill out this form, it will need to be notarized by a legal Notary Public.

Yes. If you plan on taking an extended leave, you can temporarily suspend your services through hibernation. You may hibernate your services for a minimum of 2 months, maximum of 6 months, not to exceed 9 months in a rolling 12 month period. Monthly hibernation charges vary depending on your service area and subscription. To set up hibernation, please contact Customer Service at 1-866-928-3123.

Senior discounts are available in certain service areas. Please contact Customer Service 1-866-928-3123 to inquire about senior discounts available for you.

Local TV Stations Fees, also known as retransmission consent fees, are programming fees levied by broadcasters in exchange for the carriage of their broadcast signals. This is a flat fee per video subscriber. We pass these fees through to customers at our cost.

Yes! Youll find a handy guide to the information contained on your bill here. You may also view your bill by registering for a My Wave Account.

The Internet Infrastructure Fee is designed to help Wave defray some of its capital expenditures for continually upgrading and improving its data network. This fee is neither government-mandated nor a tax, fee or surcharge imposed by the government.

This fee covers one-time payments made directly with a Wave representative by phone. This fee does not apply to payments made online, via auto-pay, in stores, by mail, or through the automated phone system. Making a payment online is easy, just visit wavehome.com/pay for more information.

We have many convenient, automated payment options available that do not require manual processing by a live agent over the phone. If you still prefer speaking directly with an agent to process your payment, you can continue to do so, there will just be a convenience fee associated with that transaction.

Wave Broadband will charge a Non-Pay Service Restoral fee of $35 should your services be terminated for failure to pay for such services. The total balance due will need to be paid in full to restore services. You may also lose service discounts. Unreturned equipment will be charged on disconnected accounts. All equipment remains the property of Wave Broadband. If Wave must deploy a technician to your premises to physically reconnect the services, a $60 fee will apply. For additional information on the Subscriber Agreement, visit click here

Yes, you now have a 13-digit account number. Please update any electronic payment information to reflect this change.We recently upgraded our billing system, and your latest statement has a new look. Your new account number can be found at the top of your new statement. If you do not have a copy of your paper statement, a previous Wave email should have your account number for reference.For more information about the new statement, and how to log into your MyWave Account, click here.

Please mail all payments to the following address:

WavePO Box 31001-2714Pasadena, CA 91110-2714

Or you can pay online with your MyWave account. Click here to learn more about how to register for your MyWave account.

Yes, if you were previously signed up to receive usage alerts for data service under Internet Account Manager, you will need to sign up again in your new MyWave Account portal.

Need help login into your new MyWave Account? See this article.

Do I need to re-register for a TV Everywhere Account?

Yes. Please go to wtve.net to register for your account:

See this article

Select Wave from the drop down menu:

You will need your new 13-digit account number to complete registration. Need help finding your new account number? .

We recently upgraded our billing system. With the new billing platform, your statement mail date has shifted by approximately 10 days, so you will now receive your statement later in the month.

We recently upgraded our billing system, and your latest statement has a new look. You now have a 13-digital account number, which can be found at the top of your new statement. If you do not have a copy of your paper statement, a previous Wave email should have your account number for reference.

To view a copy of a statement example and see where you can find the account number on your statement, visit our Guide to Your New Billing Statement.

For more information about the new statement, and how to log into your MyWave Account, click here.

Yes, transferring your service to a new home still requires installation to the new address. A standard installation fee of $60 applies,andincludes set-up for up to 2 TVs on existing outlets, 1 computer or 3 devices with Modem & Standard WiFi, and 4 existing pre-wired phone outlets. Additional outlet and special wiring fees may apply.

Yes, transferring your service to a new home still requires installation to the new address. A standard installation fee of $60 applies,andincludes set-up for up to 2 TVs on existing outlets, 1 computer or 3 devices with Modem & Standard WiFi, and 4 existing pre-wired phone outlets. Additional outlet and special wiring fees may apply.

Yes, in most instances, you can! In order to keep your current phone number, it needs to ported over to our service. Phone number porting requires third-party verification to validate your request, as per FCC regulations.

You can submit the third-party verification online by completing an electronic Letter of Agency (LOA).

Your consent on the LOA authorizes Wave Broadband to act as your agent for the purpose of ordering changes in telecommunication services for the phone number listed on the LOA.

You can also complete your third-party verification over the phone by calling 1-866-928-3123.

If you have multiple internet users in your household using the same account, internet activity for all users will be aggregated at the account level. So it may be that other users in your household may account for the usage.

If you use a WiFi router in conjunction with your internet service, that WiFi connection may not be properly secured and other users outside your household could be using the connection, adding to your data transfer usage. This can also present a serious security risk to any personal data on your computer(s).

If you subscribe to our Wireless Home Networking service and are unsure if your WiFi connection is secure, you can contact our 24/7 technical support group to verify. If you are using your own router and are unsure if your WiFi connection is secure, follow the manufacturers instructions to verify.

You may have a virus or malware on your computer that accounts for the additional data transfer usage. Properly installed and regularly updated anti-virus software should protect you from this possibility, in most cases.

Wondering about the speed of your Wave internet connection? When browsing online, its normal to notice varying speeds from one site to another, or even on different pages within one site. Why? When you request information from a website, there are many paths it must cross before the information appears on your computer screen, and that information can only travel as fast as the slowest connection along the way.

To help eliminate these inconsistencies while testing the speed of your internet connection, Wave provides a speed test designed to test your connection within our network.

Visit our speed test page here.

First, make sure youre speed testing correctly for an accurate reading.

Conduct your true speed test with a wired connection, i.e. your laptop or computer is plugged directly into your router or Ethernet wall jack with an Ethernet cable.

Use a Wave-hosted speed test to minimize the effect of other network factors. http://speed.wavebroadband.com/

Although we are delivering 1 gigabit speeds to your home, some overhead is used to make sure data is transmitted properly.

Next, check your device limitations:

Not all devices support faster speeds of up to a gig. Computers and laptops will need the right NIC cards and configuration. Phones and tablets available today do not support gig speeds.

Computers/laptops:

You need a Network Interface Card (NIC), also known as a Local Area Network (LAN) adapter, which supports speeds up to 1 gig.

Onceyou'veconfirmed you have a NIC that supports 1 gig, check your configuration of that card. There are resources online that can guide you. Wave does not support your equipment or its configuration.

Phones/tablets:

Speeds on these devices more commonly top out between 150 and 500 Mbps. Also, they connect to your home network via wireless, so are subject to wireless bandwidth speeds and limitations.

As an example, iphones support 100 (iphone 5s) to 450 Mbps (iphone 7) and android varies too (Galaxy S7 gets around 450 Mbps)

Check your email online anytime, anywhere. View any emails on our mail servers, including new messages that have not yet been downloaded to your home or business computer. Just click on the link below that corresponds with your email address domain.

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

For @astound.net addresses

For @myastound.net addresses

For information regarding setting up your Webmail account, please see our Webmail Help Support page.

Note:Wave will never request customer information be relayed via email, nor would we deactivate or otherwise alter an existing email account without written notification. If you receive an email that appears to come from Wave asking for your customer or personal information, it is likely a phishing scam. Please report the email using our online abuse form.

Make sure the remote control batteries are good.

Point the remote control directly at the Wave digital receiver when changing channels.

Make sure that, if youre trying to change channels, the CBL button lights up.

Make sure you have properly programmed the remote control.

Feel free to reference our remote control troubleshooting guides for more help.

When you are away from home and using the internet, it is very likely the network you are connected to is not through Wave. Due to this, the e-mail settings that you are using may not work, as our e-mail settings vary between on- and off-network sending. If you have issues sending e-mail when you are not at home, you have three options:

If you are staying at a static place, (i.e. a hotel) you can ask them for their sending, or outgoing/SMTP settings and change your program settings to match.

If roaming about, or not able to access the ISP's information, you can try the remote sending settings below. They depend on the ISP allowing this type of connection, so are not guaranteed, but will usually work.

Log into webmail and send from there. That is directly connected to our service and will have no trouble sending.

Remote sending settings:

Access the Outgoing or SMTP settings for your email program. The location for outgoing settings varies by program, and if you need assistance finding yours, you will need to contact the e-mail program's software manufacturer.

Make sure that "SSL" is turned on, and set to "accept all certificates" (if your program offers that option)

Make sure your authentication is turned on, and set to username/password.

Use the sameusername and passwordas the incoming email server

Change the Outgoing Port number to 465

Save your changes, and test it. If these settings fail, there may be an issue either with the internet provider whose network you are using at the time of travel, or with the program you are using for e-mail. You can try contacting either the internet provider you are using when traveling, or your e-mail program's manufacturer for further assistance. The one fool-proof option is to use webmail.

For any questions or further assistance, you can contact our 24/7 technical support line at 1-866-928-3123.