Wavenet Limited Avis 

I was carrying our an IT Resilience Audit and Christian was able to provide me with a detailed report of our backup schedule and status. The service was quick and detailed with minimal fuss.

Duncan Hood has been very quick, friendly and efficient in solving my IT issues

Emus solved the problem quickly and simply, making sure I was connected again asap

Dealing with Amelia in the Cease team has been a breath of fresh air, so easy to communicate and deal with, got me the answers I had been chasing for months and made the process so simple! :)

The issues with our employee clocking system was solved within a couple of hours. Obviously this is important for record keeping, reports etc. Thank you Christian.C.

I didn’t originally contact Wavenet to cancel.

I contacted them because I wanted some straightforward information about my existing services and an updated quotation.

What followed was a perfect demonstration of why I eventually left.

Different departments appeared unaware of what other departments were doing. I was repeatedly asked for basic information that Wavenet already held. Communications seemed disconnected from one another. Simple requests became unnecessarily complicated. At several points I was left wondering whether anyone actually owned the issue or whether it was simply being passed from one workflow to the next.

The final act was my cancellation.

What should have been a simple administrative process generated a flood of emails informing me that my case had been updated, resolved, awaiting acceptance, surveyed, pending closure and finally closed. The actual “resolution” amounted to:

“Customer is leaving, AM has spoken about the price increase.”

That was it.

Out of curiosity I looked through their Trustpilot responses. What I found was page after page of near-identical copy-and-paste replies.

“Hi Mark…”

“We’re truly sorry to hear about your experience…”

“Please contact customer.insight@wavenet.…”

“Thank you for giving us the opportunity to improve.”

Then the same response to Jamie.

Then Ryan.

Then Gordon.

Then Aaron.

Then Anthony.

Then Nelson.

Different names. Different complaints. Same template.

The irony is that a company repeatedly criticised for poor communication appears to respond to those criticisms with automated, copy-and-paste communication.

My overwhelming impression was of an organisation drowning in tickets, workflows, departments, portals, automated notifications and internal processes while somehow forgetting the purpose of all of them.

If you enjoy simple requests being transformed into administrative theatre, Wavenet may be exactly what you’re looking for.

I moved elsewhere.

Extremely well guided advice and technical support

Emus was great, fast, attentive and had my problem solved in minutes of it arising!

Great service, response staff, shout out to Emus in particular.

Emus provides dependable support and works efficiently to resolve issues when they arise.

Callum was very helpful and resolved issues well and timely

Trying to use WiFi in a bar which speed tests tell me are provided by Wavenet. I can see the access point is about 2m from me but the service is horrific, it occasionally connects but maintaining a connection is beyond my technical abilities.

I genuinely hope you are providing guest WiFi to pubs free of charge, because if you are charging the pub I am in for this service you are stealing from them.

Paid WAVENET LIMITED for third party security software.

Some good people at wavenet, but the leadership is appalling. When the third party failed to provide support for their software upon a critical situation, we turned to wavenet, who sold us the third party s/w. It pointed the finger back to the third party and an impasse arose.

So we cancelled the contract upon the repudiatory breach in not resolving the impasse & delivering support. Fine, we expected the refund for the unused part of the contract. We waited over six months, but despite our reminders there never was a refund. Wavenet was content for us to take them to court.

Good outcome though, we discovered we could get a more comprehensive product/service from within a Microsoft Tenancy, at much lower cost, and 24/7 support. The Microsoft service is far superior. We’ll never work with wavenet again; their leadership is appallingly contemptuous of B2B clients.

A lesson in syncing between Sharepoint and OneDrive having thought I'd lost a load of information!
Thank you for your patience sorting me out Duncan Hood!

Service is great, efficient and quick to reply about any enquiries, team is lovely. Kishor was who i was mainly in contact with and made this experience lovely!

Simon Bostock was really helpful and got this sorted quickly for us.

I had an issue with creating a new Teamslink login and removing old users, and Simon explained what was causing the problem clearly and then actioned everything from his side.

He removed the users we no longer needed, set up the new admin/supervisor access, and kept me updated throughout.

Really appreciate the support, especially as this was urgent for us. Thank you, Simon!

Great communication by Pegah during the entire process. Quick response to all queries

Very quick answer by Emus, who helped me get access to wi-fi in a few minutes. Much appreciated.

No real words for how awful our experience has been with Wavenet. We are forced to use them as part of our tenancy agremeent. We have an issue caused on their end, which is severely hampering our business. We have called, emailed, chased for months. They are incredibly unresponsive, when we do talk to them they seem fundamentally unable / unwilling to engage with the issue, and in the meantime we are not able to operate as we need to.

We have had multiple occassions of "I'll talk to a manager and come back to you" etc, and then we hear nothing for weeks.