Customer Service
Billing Questions
Confusion can accompany bills and that’s why we want you to understand the services you are receiving and for which you are being billed. We want you to understand the billing procedures of NewWave Communications.
Your billing date will occur each month on the same date that your installation occured. New subscribers will receive their first bill following the month of installation. The link below will take you to a sample bill with explanations of each facet of the statement.
All NewWave Communications subscribers are billed for basic and premium television, internet and phone services one month in advance. Your bill should be paid with a check or money order and will be due twenty days from the charge date. If a payment is not received by the twentieth day, a late fee of $7.00 will be applied to your account on that twentieth day. A pre-addressed envelope is included with each statement for the return of your payment or you may take your payment to your regional office.
If you have any questions regarding our services or billing procedures, please contact your local NewWave Communications office or call 1-888-863-9928. You can also chat online with our representives by clicking on live chat.
System Reliability & Outage Response
Like all telecommunication companies, NewWave Communications has a number of systems in place to try to prevent outages from affecting our customers, and when outages do occur to mimize their impact. Here are some of the steps we take to maintain our network reliability.
24/7 System Monitoring & Maintenance – at our Network Operations Center we maintain a constant vigil over our networks. Our NOC personel are trained to look for potential issues before they affect customers, and when outages do occur they work with on the scene personel to locate and resolve issues as quickly as possible.
Backup Power Systems – NewWave maintains backup power systems on several key levels within our networks. At each Headend (which is where services originate for a given service area) both battery backup and independently fueled generators are used to maintain operation when normal power is unavailable. For customers who have our phone service, battery backups in our equipment in the customers home can allow phone service to continue for several hours during power outages.
Logistics – NewWave maintains contracts and agreements with members of the telecommunications industry to provide emergency labor and supplies to supplement our own internal personal & supplies when dealing with large scale emergency outages.
Scheduled Maintenance
In order to continue to provide quality services and launch new services, NewWave Communications must perform maintenance to the various equipment and infrastructure of our cable system. We take every step we can to minimize the impact of these maintenance windows. Listed below you can find upcoming maintenance windows that we have scheduled for our services areas.