Internet FAQs

Most connection problems can be corrected by resetting your equipment. There are two ways to reset your modem:

1. Let us reset your modem. Just call us at 1-866-WAVE123 and follow the prompts below and we will reset your modem remotely for you – it’s quick and easy.

  • Call 1-866-WAVE 123
  • Press 1 for current customers
  • Press 1 for technical support
  • Press 1 for equipment reset
  • Press 2 to reboot your modem through the system

2. Reset your modem by unplugging the power. Unplug the power for at least 30 seconds. If you are using a router in addition to the modem, please see our instructions below for resetting both pieces of equipment.

If you have created a network in your home using a router, you will want to power-cycle both pieces of equipment at once:

  1. Unplug the power to both the modem and the router
  2. After 30 seconds without power, restore power to the modem
  3. Once the modem is online, restore power to the router
  4. Once the lights on the router indicate a connection, repair the internet connection on each computer- this may require restarting the computer

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

  1. Unplug the power to both the modem and the router
  2. Use a single Ethernet cable to connect the modem and one computer
  3. After 30 seconds without power, restore power to the modem
  4. Once the modem is online, repair the internet connection on the computer- this may require restarting the computer

If you are able to connect to the internet using a computer plugged directly into the modem, but cannot connect using your router, then your Wave internet service is working. If these steps do not fix the problem, please contact our technical support department at 1-866-928-3123

Check your Wave email online, anytime, by using our convenient Webmail service.

Wave has taken a number of measures to reduce spam messages sent through our mail server. Unfortunately, there are limits to what kind of spam controls can be placed on a server, as these settings affect every mailbox on that server.

Because spam can appear very similar to legitimate email when analyzed by a computer, it is not possible to eliminate all spam without preventing many legitimate emails from being delivered as well.

We continue to work towards the best spam filtering possible, to prevent unwanted emails from reaching our customers, but because of these limitations, the best method to reduce the amount of spam you receive is to run spam control software on your computer. If you wish to report a particular spam email to our abuse department, please complete our Email Abuse Form.

One tactic sometimes used by email scammers is to pose as a legitimate company you do business with and request account or personal information either by email or in an online form. This tactic is known as “phishing”. As a company, and as your email provider, we take action on each phishing report we receive, but unfortunately we cannot prevent all attempts from happening. In addition to the work we do to block these emails once discovered, we can provide some tips to help you avoid becoming a phishing victim.

First, know that 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.

In addition, as a general rule of thumb you should always follow the following safety and security protocols regarding ANY email you receive:

  1. Stop and think before you click through and enter any personal details or information.
  2. When in doubt, contact the business directly to inquire as to the contents of the email received.
  3. Be cautious of opening attachments or downloading files from emails, regardless of who sent them.
  4. Avoid clicking on any embedded email links, and always type in the URL for an organization directly if you wish to login.
  5. Be suspicious of shortened URLs like links or tinyurls. These are often used to hide the real web addresses and could lead to a phishing website or malware hosting site.
  6. Use a good internet security suite that can help you avoid phishing websites and other potential scams that have been reported.
  7. Use a trusted, well-known spam filter.

For additional information, along with links to report phishing email scams, visit the Federal Trade Commission site regarding Phishing.

If other internet services are working, but email receives an error such as “Cannot connect to server” or “Timeout connecting to server”, then the most likely cause is an error in the email account settings. Please check your email account settings to see if a program on your computer has changed those settings. Information on your email account settings can be found on our page about setting up your email software.

In most cases, simply checking for new mail will download your messages from the server and remove those emails that were filling your quota. The best way to check what emails are still on the server is by logging into Webmail and checking how many messages are in the folders there.

If you have emails saved to separate folders in the Webmail program, or emails you sent using Webmail that were saved to “Sent Items”, those emails will apply towards your mail quota until they are removed. You will want to delete them from the server, or move them to your inbox so you can download them the next time you check for messages.

If you have just checked for new mail, and when you check Webmail you find there are messages you have downloaded still remaining in the “Inbox”, you may need to change the settings in your email software.

Check the help files of your email program to determine how to either turn on “Remove messages from server” or turn off “Leave messages on server”, depending on how your software phrases that setting.

If you do not use email software on your computer and instead handle all your email through the Webmail program, you will need to set up an email program on your computer. If you use the Webmail program exclusively, problems with the quota on your mailbox will continue to occur until you begin using email software on your computer.

Like most mail servers on the internet, our servers do not accept attachments that are 30 MB or larger. We recommend compressing the files to a smaller size. Also, you will need to make sure that the email address you are sending to can receive emails of that size.

This is called a “bounce message” that indicates your email could not get to the recipient. Sometimes this is caused by a temporary problem with mail servers on the internet, but usually it is because of a problem with the email itself. Typically, the bounce message will include an error indicating why the original email could not be sent.

Here are some common errors you may encounter:

  • “Unknown mailbox” means that the email address does not exist on that domain. Most likely, the address is spelled incorrectly.
  • “Account over quota” means that the email address you are sending to does not have enough space in the mailbox to receive your email. You will need to wait until the recipient has cleared enough space in their mailbox for your message.

The way email programs such as Outlook and Mac Mail work, is to download the email to the software on your computer, and then remove the email from the mail server at that time.

When you check your email through Webmail, you are logged in directly to the server, and therefore all emails which have been downloaded by your email software are no longer available through Webmail.

Yes. While Wave does not mandate what security software you should use, we support and will help you with the installation of your choice of third-party anti-virus, anti-spyware, anti-malware, and firewall software.

Please consult the equipment guide for your router. If you have Wave Wireless Home Networking or a Wave WiFi plus modem package, our installation professionals will establish the security settings on it at the time of install.

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.

Since many factors can affect your access to individual websites, we 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.

When using the internet, it’s normal to notice varying speeds from one site to another, or even on different pages within one site. 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.

A cable modem or network cannot make a website go any faster- only the owner of individual sites can control them. The speed can be affected, either within or outside of the Wave network. 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.

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

In order to have more than one computer connected to the internet at a time, you will need to have a wireless home networking system set up.

You can add a Wave modem and WiFi service to your plan, which includes home network set-up, support and upgrades as needed.