New Customer FAQ

User Guide – answers to all your important questions

For your convenience, a User Guide for new customers is available here to answer questions about everything from how to set up, use and troubleshoot your internet, wave email, phone and TV equipment to how to program and use your remote. Click here to view the User Guide.

What to expect when you’re expecting your installation

Welcome to Wave! We’re excited to have you. This page is your resource to answer your questions and help you know what to expect with your upcoming installation appointment. If you read through this and find you still have questions, you can read our FAQ or reach out to our 24/7 support experts.

Before your installation

You’ll receive a phone call confirming your installation two days before your scheduled appointment. If you have not already made your payment for your installation and first month of service, you can do so by phone or in person with your installation technician with a credit card. You’ll need to pay for your installation and first month of service before installation can begin.

During your installation

Most installation appointments have a two-hour window. On the day of your installation you’ll receive a phone call from your technician letting you know they’re close by and on their way.

Once your installation has begun, it can take anywhere from 30 minutes to a few hours, depending on the services you bought and the number of outlets to activate. If you would like to know about how long your installation is expected to take, you can ask your technician for an estimate when he arrives.

Things to keep in mind for your service installation:

Please remember that your installation fee and first month of service must be paid before your installation can begin.

If you rent or lease your home, you will need written permission from the property owner for any changes made to the home—such as new outlets being installed.
We require that an adult be present at the location throughout the installation.

Your technician will work with you to certify that your service is working properly before they leave your home. If, in the rare case that additional work is needed—for example with the cabling coming to your home or the wiring in your home—your technician will share details with you on your next steps before they leave.

If you need help or support with your Wave service after installation, we have support staff available 24/7 at 1-866-928-3123.

Understanding your bill

When your first statement arrives, the last page will have a reference sheet to help you understand everything you’re reading. We value transparency with our customers, so if you’re ever unsure on what you’re seeing, you can contact us and we’ll walk you through any questions.

Online Account Manager

Speaking of bills, you can visit our Online Account Manager to pay your bill and manage your Wave account details. If you’re more of a “set it and forget it” kind of person, use the Account Manager to set up Automatic Bill Pay. You’ll never have to worry about a due date again.

Where are my favorite TV channels?

If you’re a Wave TV subscriber you can find your favorite channels using our Channel Line-up. Simply enter your zip code, choose the lineup you want, and our handy guide will tell you exactly where to find what you’re looking for. A printed channel line-up may also be included in the Welcome Kit left by your technician during installation.

Store locator

You can also get answers and information in person at your nearest Wave store. Just visit our Wave Store Locator Page to find your nearest store. You can visit and speak with a friendly, helpful Wave service expert to find any answers you’re looking for.

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