Do I get a fixed IP address?
We can provide you with a fixed IP address. This is subject to an additional charge.
What do I do if I want to sign up to Wave but am currently with another supplier?
Since Wave is brought to you via wireless technology you can have Wave fitted and use the service whilst having your wired connection (via your telephone line) live at the same time. When ordering an Wave connection we do suggest that you don’t cancel your current broadband supplier until your Wave connection is live.
Will Wave set up the router and internal network?
Yes, Wave will connect your router to the internet. Please note: Wave are only responsible for the internet connection to your property, we are not responsible for your internal network.
How do I make a complaint?
We like to keep all our customers happy so if you are dissatisfied we are keen to do our very best to make things right. Please contact us to get help.
What happens if I want to cancel?
If you decide to cancel during your 18 month contract period you will have to pay a cessation fee which is 80% of the remaining term. If you are on a rolling month by month contract (at the end of the initial 18 month period) then you need to give us 30 days notice to cancel. We will arrange a date to remove the equipment when your cancellation has been confirmed.
What happens if I move house?
Please let us know as soon as you know you are moving house. If you wish to use Wave at your new address, you can stay on the same contract (as long as we can provide service at the new address). You will not be charged for installation at the new house. If you wish to terminate your connection within your 18 month contract then you will be charged 80% of the total amount outstanding on the contract. However, if the new occupants wish to take Wave on the same package then we will waive the cessation fee once they have signed up and have started paying. If you are on a rolling month by month contract (at the end of the initial 18 month period) then you need to give us 30 days notice to cancel. We will arrange a date to remove the equipment unless the new occupants wish to keep the service.
What happens at the end of my contract?
At the end of your contract your package will continue on a month by month rolling contract.
How long is my contract?
Your contract is 18 months from the date of install. If you choose to cancel before the 18 months then you will be charged 80% of the remaining amount outstanding on the contract. However, if you are cancelling because you are moving house and the new occupants wish to take the same package as you had from Wave then we will waive the cessation fee.
When do I get billed?
Your bill will be sent to you monthly in advance from the date your contract started.
When are payments taken?
Payment will be taken monthly in advance from the date your contract started.
How can I make the Wave signal to my house better?
The signal to your house depends on line of sight to a transmitter at a high point near you. Trees, particularly in the summer as the leaves appear, can disrupt the line of sight and cause problems to connections. It is worth keeping an eye on foliage near your house, to make sure it does not become too overgrown and therefore interfere with your signal. You may also want to make sure there are no birds nesting near the radio as they can also cause problems of interference.
The dish on the outside of my house seems to have moved
Please call 01254 377373 immediately so that we can arrange for an engineer to come and realign the dish.
My WiFi signal is weak in some rooms
The signal from your router will diminish the further distance you are from it. This is enhanced if you have particularly thick walls as are in older properties. You can boost your signal by using WiFi extenders. We can install these when we install your network for £99 excl. VAT, or at a later date for £145 excl. VAT.
My connection keeps dropping out
This is most likely caused by issues with your router. Attempt to fix the problem by restarting your router: unplug the power to your black brick, unplug the power to your router, leave for 3 minutes… plug back in (DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER). If your problem still persists, get in touch with our support team by emailing support@waveinternet.co.uk
My connection is slow
There are several reasons why your connection might be really slow. Attempt to fix the problem by restarting your router: unplug the power to your black brick, unplug the power to your router, leave for 3 minutes… plug back in (DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER). If your problem still persists, get in touch with our support team by emailing support@waveinternet.co.uk
Do Wave charge a call out fee?
If you have a problem with your internet connection we will initially try to identify the problem remotely. Often together we can remedy the problem over the telephone. If the problem needs an engineer we will arrange a time for a visit. We will not charge for fixing the problem unless we have specified as such before. Please note: if the issue relates to the tampering of equipment, a call out fee will be charged.
Can I change my package?
You can upgrade free of charge at any time. If you are within your contract you will not be able to downgrade until your contract ends.
What do I do if I need to change my bank account details?
We can take your new bank details over the phone or by email. Please call us on 01254 377373 or email info@waveinternet.co.uk to make the amendments.
What is VoIP?
VoIP stands for Voice over Internet Protocol and basically allows you to make your telephone calls over the internet rather than via a telephone line. Your phone connects via a small box which is plugged into your broadband connection. If you order a VoIP package you will no longer need a land line phone line at all, saving you money.
How can I boost the internal signal around the house?
If you have a large house or thick walls then the Wi-Fi signal from your router might not be strong enough as you go further from it. You can boost the connection by using powerline adapters.
Can Wave connect two of my buildings?
Wave can provide a wireless link to connect two buildings together. This is a much cheaper option than running cables.
Can I use my Xbox or Playstation with Wave?
You can use gaming consoles as with any broadband connection. It might be worth bearing in mind that gaming uses high levels of data so you will need to check the data allowance you have available.
Do I have to connect each device with a cable or can I connect to the Internet wirelessly?
Yes you can connect many devices at a time via a wireless router without needing cables. A wireless router is provided with all packages. Alternatively, you can buy one online or from high street shops.
Can I use more than one device to connect to the Internet at the same time?
Yes, you can connect many devices at a time via a wireless router. A wireless router is provided with all of our packages. Alternatively, you can buy one online or from many high street shops.
Do I need a phone line?
No, you don’t need a phone line to connect to Wave. Wave is brought to your home via a small receiver on the outside of your house that picks up a wireless signal. Still need a phone line? We can provide this! Take a look at our Phones page.
How does Wave deliver the broadband?
A small device (smaller than a satellite dish) attached to the outside of your property picks up the broadband from a transmitter on our local network. A discreet cable is run into your house in a similar way as from a satellite dish. You can then connect your computer directly or connect a router as you would do from broadband via your telephone.
How do I set up the router?
Wireless routers are easy to set up following the manufacturer’s instructions that are included. Please note: we are only responsible for bringing the internet to your property; we are not responsible for setting up your router or your internal network.
How big is the dish on the outside of the house?
It is about the size of a small pizza (smaller than a conventional satellite dish).
What kind of router do I need?
You need to have a router that is compatible for cable connections as opposed to an ADSL router. You can buy one online or from suitable high street shops.
How long will it take to install once I have ordered?
Once we receive your order, we will contact you to arrange a date for one of our engineers to visit you and carry out a site survey to install. The time between ordering and survey to install can be up to six weeks depending on how busy our engineers are when you place your order. However, during quieter periods we can usually book an engineer to visit you within a week or two after you have placed your order.
What if Wave can’t bring me a service?
If our engineer performs a survey to install and is unable to get a connection to you due to line of sight or other unforeseen issues, we will look for a solution and will return to install at a later date if connection is deemed at all feasible. No monies will be taken from your account until your connection is live. Should we be unable to connect you we would recommend that you look into the possibility of getting a satellite connection.
Do I need to be at home when the installation takes place?
Someone needs to be present when the installation takes place. We will also take a signature (from someone over 18) to ensure that you are happy with the service you‘ve received.
How do I plug in my router?
The router is easy to set up following the manufacturer’s instructions that are included. Please note: We are only responsible for bringing the internet to your property; we are not responsible for setting up your router or your internal network.
Can I decide where the dish will be put up?
The radio will need to be put up in a line of sight to the transmitter in order to get a signal to your property. The installer will discuss this with you before any work is carried out.
Will the engineers need to come inside the house?
Yes, the engineer will need to have access to the inside of your property in order to carry out your installation.
How long will the installation take?
Once we receive your order, we will contact you to arrange a date for one of our engineers to visit you and carry out a site survey to install. The time between ordering and survey to install can be up to six weeks depending on how busy our engineers are when you place your order. However, during quieter periods we can usually book an engineer to visit you within a week or two after you have placed your order. We aim to get you up-and-running within 7 days of signing up with us.
I have no internet connection
Attempt to fix the problem by restarting your router: unplug the power to your black brick, unplug the power to your router, leave for 3 minutes… plug back in (DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER). If your problem still persists, get in touch with our support team by emailing support@waveinternet.co.uk

Can’t find the answer you’re looking for?

Get in touch with our support team by emailing support@waveinternet.co.uk

Contact Us

Got a question? Send us an email and we'll get back to you, asap.