Coronavirus (COVID-19) Customer Assistance FAQs
Note: This is an evolving situation. We continue to make adjustments based on input and recommendations from Public Health agencies and government officials.
DATA & PLAN QUESTIONS
Q. Is it true you are extending suspension of data plans overage fees through June 22, 2020?
A. In an effort to assist customers and provide continued connectivity for those impacted by the coronavirus (COVID-19) pandemic, NewWave is extending its previously announced suspension of data overage fees on all internet services with a data plan through June 22, 2020. Following that extension, we will be announcing enhancements to most of our data plans for existing internet services.
Q. I read that you are increasing your data plans in June. Can you tell me more about that?
A. We have not yet announced the specifics of these changes to our customers. We will be communicating out more information in June regarding changes to our internet data plans.
Q: I read that you’re waiving data overage fees, but I just received a notice that I went over my data. Why?
A: Please disregard that notice. We are not charging customers who exceed their data plan through June 22, 2020. You will not be billed for any data over your plan during this time.
Q: Will you be waiving installation and activation fees during this time?
A: We have not made any changes to installation and activation fees at this time.
Q: With many schools moving classes online, will you be offering free services to students?
A: At this time we are not offering free services, however we are providing WiFi hotspots in the majority of our local office parking lots and other areas throughout the communities we serve. Additionally, we are offering a 15 Mbps internet plan for $10 per month available through June 30, 2020 to help low income families and those most impacted from coronavirus challenges.
Q: Is there a WiFi Hotspot in my area?
A: Please call us at 1-888-863-9928 for WiFi locations in your area.
Q: Will our speeds be increased to accommodate for the additional number of people using internet from home?
A: At this time, we have not made any adjustments to the speeds of our internet plans. If you would like to select a different plan, you can log in to your account at newwavecom.com to upgrade your services, or call our representatives at 1-888-863-9928 for further assistance.
Q: Do you have a low-cost internet plan I can order?
A: Yes. We are offering a 15 Mbps internet plan for $10 per month available through June 30, 2020 to help low-income families and those most impacted from coronavirus challenges, such as seniors and college students.
Q: Are you offering any free channels for cable customers?
A: We are providing extended free previews of a number of channels offered by programmers to deliver additional news and entertainment options in response to the COVID-19 situation.
These include: FOX News Channel, Hallmark Channel, Hallmark Movies & Mysteries, Hallmark Drama, Outdoor Channel, Sportsman Channel, and Game Show Network, Oxygen, Universal Kids, Universo, CNBC, MSNBC, Travel Channel, GAC, Cooking Channel, DIY, Science Channel, American Heroes Channel, Destination America, Discovery Family, Discovery Life , OWN and The Weather Channel where available.
EXCEPTIONS: NewWave does not carry Universo in Argenta, Ashdown, Belle Chasse, Calhoun, Kingsville, Leland/Hollandale, Monrovia, Quitman, Waynesboro.
BILLING & PAYMENTS
Q: I read that if I had trouble paying my bill during this time, I could call and set up payment arrangements. How do I do that?
A: Beginning March 13, we adjusted our process to ensure customers are not charged late fees and will not experience any billing-related service disruptions. This is in place through June 30, 2020. At this time, you do not need to make arrangements.
Q: Is it true you’re waiving late fees through June 30 if I can’t make my payment on time due to circumstances surrounding the corona virus (COVID-19)?
A: Yes. We are waiving late fees and suspending disconnection of internet services for residential and business customers who are unable to pay their bill due to disruptions caused by the pandemic through June 30, 2020.
Q: I normally pay my bill in person. Can I pay online instead?
A1: Absolutely. You can set up Easy Pay to have your payment made automatically every month, make a one-time online payment, or pay by phone using our automated system. Visit the “Billing & Account” section at support.newwavecom.com for details.
Q: Q: Are your offices still open?
A: In light of the coronavirus (COVID-19) crisis, and out of an abundance of caution to prioritize the health and safety of our associates, our customers, and the community, our front offices remain closed for the time being. We encourage customers to do business with us online through our customer portal at www.newwavecom.com or over the phone at 1-888-863-9928. Customers are able to drop off equipment at their local offices. Thank you for remaining a loyal customer. We will keep you updated if there are any changes to our operations during this evolving situation and look forward to continuing to meet your connectivity needs.
Q: The Shelter in Place order for my state has been lifted. Will your technicians be able to do in-home service calls/installations now?
A: Out of an abundance of caution to protect the health and safety of our associates and customers, we have not yet begun scheduling in-home services. We continue to evaluate guidelines from each state, the CDC and local health authorities to guide our approach. Once we are ready to proceed with in-home services, Customer Service Representatives will reach out to customers who are currently on a waitlist to get them scheduled.
Q: What are your call center hours?
A: As we continue to adapt to the evolving Coronavirus situation, we have implemented modified hours in our call centers to best serve our customers and communities. All departments can be reached at 1-888-863-9928 at the following hours:
- Technical Support continues to be available by phone 24/7 and by online chat at support.newwavecom.com from 6 a.m. to 6 p.m. Monday through Friday and 8 a.m. to 4 p.m. MST on weekends.
- Billing representatives are available by phone and online chat from 8 a.m. to 5 p.m. Monday through Friday.
- Sales representatives are available during the following hours (MST): 6 a.m. to 7 p.m. Monday through Friday; 8 a.m. to 4:30 p.m. Saturday.
Please note: For the safety of our customers and associates, technicians will not be entering homes for technical assistance or to install new service at this time. You can learn about self-service options at support.newavecom.com.
Thank you for remaining a loyal customer. We appreciate your patience as we adapt to this evolving situation and look forward to continuing to meet your connectivity needs.