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.Why did you start charging data overage fees again?
A. In an effort to assist customers and provide continued connectivity for those impacted by the coronavirus (COVID-19) pandemic, NewWave suspended data overage fees on all internet services with a data plan from March 13 through June 22, 2020. After evaluating input from customers and customer data usage, we have permanently boosted the majority of the company’s residential internet data plans by an additional 50 to 300 GB for free (based on plan), effective July 1, 2020.
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 committed to extending access to free public WiFi hotspots in the majority of our local office parking lots and other areas throughout the communities we serve through Dec. 31, 2020.
Additionally, we are offering a 15 Mbps internet plan for $10 per month for the first three months of service to help low income families and those most impacted from coronavirus challenges, such as seniors and college students, through Dec. 31, 2020.
Q: Will our speeds be increased to accommodate for the additional number of people using internet from home?
A: While we have enhanced the majority of our internet data plans effective July 1, 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, I would be happy to review options with you.
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 for the first three months of service to help low income families and those most impacted from coronavirus challenges, such as seniors and college students, through Dec. 31, 2020.
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: Are you offering any free channels for cable customers?
A: We have been providing extended free previews of channels offered by programmers to deliver additional news and entertainment options in response to the COVID-19 situation.
Where available and depending on your level of service, current and upcoming previews include:
- Hallmark Channel, Hallmark Drama and Hallmark Movies & Mysteries available now through Oct. 15, 2020
- Outdoor Channel and Sportsman Channel, available Sept. 14-20, 2020
During the extended free preview, these channels will be available to customers who do not normally receive them on their lineups. Please visit https://www.newwavecom.com/channel-lineups/ to view channel lineups by location.
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: We will be working with residential and small business internet and phone customers who have been harmed financially by the COVID-19 pandemic to keep them connected. Please contact our billing representatives from 8 a.m. to 5 p.m. Monday through Friday via online chat by logging into your account at sparklight.com or by phone at 1-888-863-9928 for further assistance.
Q: Can I pay my bill online?
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. Learn more about payment options via our support site.
Q: Are you still waiving late fees?
A: Sparklight waived late fees for customers from March 13, 2020 through July 31, 2020 in an effort to help provide continued connectivity for our customers and communities. We will continue to work with residential and small business internet and phone customers who have been harmed financially by the COVID-19 pandemic by offering flexible payment plans. Please contact our billing representatives from 8 a.m. to 5 p.m. Monday through Friday via online chat by logging into your account at newwavecom.com or by phone at 1-888-863-9928 for further assistance.
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 and to prioritize the health safety of our associates and customers, we have begun in-home service calls on a limited, location-by-location basis. Please call us at 1-888-863-9928 for further information.
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 during 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 from 7 a.m. to 7 p.m. Monday through Friday and 9 a.m. to 5:30 p.m. Saturday (MST).
Please note: For the safety of our customers and associates, technicians may not be entering homes for technical assistance or to install new service at this time. You can learn about self-service options at support.newwavecom.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.