Airwave Avis 27

There terrible about to move apartments due to how bad they are

Internet connection is constantly out in my complex. Seems like at least once a month lately, sometimes more than once, and sometimes it’s out for days at a time. My complex forces me to have them as a provider otherwise I would have left them a long time ago.

It's the most inefficient internet company there is, the worst service. We've been without internet for two days, and on top of that, they tell us they'll send a technician on Monday at 10 a.m. This happens at Avant, The Avant, Pembroke Pines, Florida

The worst wifi company on the planet. WiFi is out for two days and still they email saying there is no eta on a fix. You reach out to customer support and it’s like you are speaking in a different language. American people answering the phone that have an IQ below 60. Terrible company. Terrible service. Absolute idiots

Absolutely terrible customer service — avoid Aerwave if you can

I have just wasted five days without internet because of Aerwave Internet’s completely incompetent and careless customer service.

Last Friday morning, I called to report that I had no internet connection in my apartment. Their only response was, “We will call you back.” Of course, nobody ever did. After calling back two or three times myself with no results, I called a fourth time and explained that I needed the internet to work from home.

Instead of helping, the representative told me she couldn’t find my information — even though I gave her every possible detail: my name, my husband’s name, both our emails. Her brilliant solution? She claimed my lease must be cancelled (which was completely untrue) and told me to contact my leasing office — which, of course, was closed until Monday.

On Monday, my leasing office confirmed there was absolutely no issue with my lease and even tried to reach Aerwave themselves — with no response. After more calls and wasted time, I finally reached someone who admitted my account was there the whole time — they just didn’t bother to check properly. Apparently my info was under a mix of my email and my husband’s phone number. So for five days I was left without internet, stressed out, and unable to work — all because Aerwave’s customer service didn’t care enough to do their job.

All they needed to say was, “Do you have any other Gmail address that might be connected to your account? Or is there another phone number ending in these digits?” — and the problem would have been solved immediately, instead of after five days of unnecessary frustration.

The whole experience was rude, dismissive, and a complete waste of time. They had my information the whole time — they just didn’t care. I would not recommend Aerwave to anyone. If you want stress, no support, and days without service, go ahead and sign up.

Multiple outages since it was installed at my complex late last year. It currently has been down for more than 15 hours with no expected restoration time. My unit was assigned an IP address that flags the geo policy at multiple streaming services so I have been unable to stream since installation and they have stopped responding to my tickets. This is a horrible company and since I work from home, I will probably move to another complex when my lease is up.

My current apartment uses Aerwave and we've been experiencing an outage for over 24 hours in the middle of a work week. Their customer service is awful and they have provided us with no information about how long this "service disruption" will last or what the status is of the issue being fixed. You just call a number, they submit a ticket, and then someone else calls you and tells you what you already know, not providing any useful information. I am so incredibly disappointed with this company and would advise anyone who is looking at an apartment that uses Aerwave to steer clear.

I'm sharing my recent experience signing up for Aerwave.

When I moved into my new place, I was happy to receive a promo code via email (and saw flyers around too!) offering a discount on the monthly service. I tried signing up right after getting the email, but unfortunately, the discount didn't apply.

I reached out to customer service for assistance. They suggested that the code might have expired, although I hadn't seen an expiration date mentioned in the email and had tried to use it very quickly after receiving it.

Communication trailed off after that, and I wasn't able to resolve the issue. It was a bit disappointing, as I was looking forward to the mentioned offer and felt unheard while trying to sort things out.

I hope this feedback clarifies how unreliable their customer service is.

internet speed and stability started off good when we moved in, 4 months in they sent a technician down to check an issue we didn't know we were having, fast forward 2 more months and speeds start dropping heavily to being in kb/s and never even breaching Mb/s. put in a ticket and we're told everything is working fine so we provide proof of our speeds being abysmal, 6 weeks now and still not fixed or being told anything, only response we get is "its being investigated" or "we're elevating this issue"

The worst ISP I’ve ever had the displeasure of (being forced) to have. I live in The Wren in DC, where I found out I was forced to use this awful service when signing my lease - even though there are Xfinity gateways in every unit ready to go for the same price I pay for Aerwave??
You know it's bad when I'm looking back to my previous Comcast internet service with yearning.
What's wrong with Aerwave? Well:

- WiFi that is often very spotty and having frequent issues, with deadzones in both bathrooms and one bedroom of a 2bdrm apartment.
- The worst customer support. I'm blaming the company here for its greed in keeping its support personnel terribly short-staffed--which will in turn understably render a lesser quality of support due to them being overworked.
It takes forever to get support - you can only submit a ticket via webform. Sure you can call them but it just goes to someone overseas serving as a ticket-submission-by-phone conduit. But they serve no purpose because not once has anyone ever gotten back to me after I called them.
- As an example, my internet was cutting out for 5 hours yesterday (work day, I WFH) before I submitted a ticket in the afternoon. It is now mid-morning the next day and still no response, and internet is not cutting out but is frequently extremely slow.
- Zero ability to manage your own network. Any tiny change needs to go through them. And their mandated configuration is crap.
- They said they'd fix the cellular deadzones with this 'upgrade' they did. They did not, my apartment is still 90% a cellular deadzone.

This ISP is the absolute worst - avoid at all costs if you can.

I have realized Aerwave customer service techs were callous and uncaring at the Lofts at West 7th in Fort Worth, TX. Five Aerwave technicians, J.T., was their on-site supervisor, came to my Lofts residence on October 11, 2024. The on-site supervisor working with the techs was discourteous. He often raised his voice condescendingly, and, unprovoked, used an inappropriately combative, snarky tone of voice. One assistant technician removed a AT&T fiber optics wall jack and replaced it with an Aerwave Wi-Fi extender box. Oddly, he did not reconnect the coaxial cable that he had previously disconnected from the AT&T modem. I had to insist that he reconnect an AT&T ONT port back to a LAN port on an Aerwave extender box he installed. This action allowed activation of the Wi-Fi. He hesitated to do this. Finally, the Aerwave technician turned his back towards me as if to hide what he was doing. After configuring data on a handheld device, he connected the AT&T modem to his Aerwave Wi-Fi extender on the wall. Voila, the Wi-Fi worked perfectly! "It's working. It's working," he mumbled. He walked out; closed the front door shut behind him, and instantaneously the Wi-Fi cut off again!!! After multiple request, no from the leasing office or Aerwave have restored the Wi-Fi. AT&T is anxious to reconnect their wall jack. I have been without Wi-Fi for more than a week!

This isn't a company that will have concerns for the customers. They made most of their money on contracts and only service areas that have limited options. If you are in such an area move because this is the worst internet service to have in the whole entire world. I hope they go out of business soon.

Very bad service and customer service. 11 days with no reply. 2 months in and can't get stable internet. If you have any obligations to which you need internet connection I wouldn't consider this for a second.

1 star is too much for this company.

Aerowave SUCKS. my apartment complex switched to this over two years ago and we do not have an option to opt out. It’s the worst service I have ever dealt with. The customer service is the worst as well, maybe worst isn’t the best word because when you bc all in the reps who take your call cannot do anything but relay your message to the service techs. I have called in monthly and maybe more, NO ONE EVER CALLS YOU BACK. NONE OF MY TICKETS HAVE BEEN RESOLVED. Someone came out in the beginning of August and was here for over 5 hours, he was on the phone with another person with the company and repeatedly mentioned how the person didn’t want to work and wasn’t helpful. The tech couldn’t understand why the internet wasn’t working, he replaced the box and he was sitting right next to it and said it should be working. When he did the internet speed in my room which is the issue it read at 5.. yes, a 5 when it’s supposed to be over 250-500. He just sat around waiting for someone to help him which wasn’t happening and we had family coming over for dinner that night and it got to where they were here and we were going to sit down and eat because it was after 7 PM and finally the technician was like there’s nothing else that I can do. It’s just not working, so they’re gonna call you tomorrow to set something up, I laughed at him and said no one‘s going to call that’s what told repeatedly and nobody does anything so he handed me his card with phone number and said if they do not call, call me and I will handle it. Called him multiple times and he hung up on me and every time. I called on the 19th of Aug and still waiting for someone to call me back about that. I had to just call again because nothing is working this morning, explained again what is happening and what has occurred and got another shocked representative on the phone- now we wait and see which happens first- the internet to actually work or someone to call me back.

It's currently July 27, the Internet has been out since July 23 for my entire apartment building. You're telling me in 2024 we can't fix an outage in a day or two? Much less approaching a week. This is ridiculous and making me consider paying for spectrum, because at least I'd have internet.

The worst customer service I have EVER experienced. I’ve been without Wi-Fi for almost 2 weeks now. Every time I call they say they’ll “put in a ticket and escalate it” but I have yet to hear back about my service being fixed. I’ve reached out 4 times via phone and 3 times via email and nothing. I’ve missed important text messages because my phone isn’t connected and am unable to do anything within the comfort of my home. A complete waste of money.

Terrible customer service. It takes 30+ minutes to get an answer to a simple question. My service goes down about three times a month and it takes them all day to get it back up. For $70 a month I could be in contract with a much better company. Quite possibly the worst company I’ve ever gone through. If I could give zero stars, I would.

i haven't had internet since yesterday. customer service has promised a callback 3 times. they never do.

Firstly Airwave have excellent customer service. You are never put on hold, or made to wait for ages before you can speak to someone. You can chat to them easily over the phone. They are helpful and patient. They are quick to respond and resolve any technical issues.

I've been with them for over five years and there was never any significant downtime or issues.

I use satellite internet with them, as fibre is not yet available in my area. I consistently get the advertised speed during the day. Unfortunately it sometimes slows down in the evenings, this is the nature of a satellite internet connection when more people are online. But it's not a significant issue, streaming services such as Netflix etc work fine.

Also you will never get regular bill increases or other billing issues like some of the big name providers. My service is always consistent and hassle free. I have paid the same price since 2018.

WORSE ISP EVER!... PLEASE STOP ROBBING PEOPLE. And to the communities that hiring this garbage company SHAME ON YOU!.