Monday, April 6, 2020

‘Wave’ of Broadband data overages hits Depoe Bay residents

Latest articles

Oregon reports 1 COVID-19 death, 69 new cases

COVID-19 has claimed one more life in Oregon, raising the state’s death toll from 26 to 27, the Oregon Health Authority reported at 8 a.m. today.

Oregon reports four new COVID-19 deaths, 100 new cases

COVID-19 has claimed four more lives in Oregon, raising the state’s death toll from 22 to 26, the Oregon Health Authority reported at 8 a.m. today.

Coalition of state agencies ask for voluntary hold on burning

In response to the "Stay Home, Save Lives" Executive Order to reduce the effects of the COVID-19 virus, a coalition of Oregon state agencies are asking Oregonians to voluntarily refrain from conducting outdoor burning. 

Lincoln County receives more high ratings for social distancing

Today, Google announced the release of its COVID-19 Community Mobility Reports that use data from their user’s smartphone location history, to compare how social distancing efforts are working.

Officers use deadly force in Lincoln City

Lincoln City Police officers shot and killed a man late Thursday night who witnesses say was wielding a knife and "acting crazy."

Fourth Lincoln County resident tests positive for COVID-19

Lincoln County Public Health announced today another positive case of COVID-19. The new case brings Lincoln County’s total to 4 confirmed cases.

Carjacking in Otis: Three arrested, one ‘armed and dangerous’ still at large

A Lincoln County Sheriff's Office investigation has led to the arrest of three individuals surrounding a carjacking in Otis Monday night and a fourth suspect remains at large and is considered armed and dangerous.

CARES Act Offers Help for Investors, Small Businesses

As we go through the coronavirus crisis, we are all, first and foremost, concerned about the health of our loved ones and communities.

Researcher’s projections suggest social distancing working, should last until May

The most recent data suggests that current social distancing measures could cut transmission rates between 50-70 percent if Oregonians maintain limitations on virus-spreading interactions into early May.

Lincoln County receives social distancing “A” rating

Unacast, a data company that provides cellphone location data and analysis, recently revealed a product called the Social Distancing Scoreboard. The scoreboard provides letter grades for every county and state in America based on how residents are practicing social distancing. 

Wave Broadband billing mistake

UPDATE: “We have become aware of an issue that impacted a limited number of customers resulting in incorrect billing for their data usage,” Wave Broadband Executive Vice President of Operations Jared Sonne said Tuesday night. “The issue occurred due to an error in the processing of their monthly statements. The issue has been identified and corrected going forward and we have identified those impacted accounts and are issuing appropriate credits to those customers. We appreciate our customers patience.”

Earlier coverage:

Residents of the Depoe Bay gated community Little Whale Cove are reacting to Wave Broadband billing statements showing data overages, causing them to closely examine their statements and seek remedy with the internet service provider.

Wave Broadband billing

Wave Broadband printed a notice on customers statements alerting them to a change in billing systems but did not specify when the change would occur.

“My bill went from a monthly amount of $75 — no TV just internet and phone — to $309, with no change in use that I can think of,” Little Whale Cove Wave customer Dennis White said. “Furthermore, the charges were retroactive to two prior months, not including the month covered by the bill.”

White posted on the social network Nextdoor about the billing issues he was facing to gauge if the problem was widespread:

“Are you suddenly experiencing extraordinary charges from your WAVE internet or TV service? They are changing their billing system and I would like to know if my experience is widespread.”

White received 20 responses within 24 hours, including one from Depoe Bay resident Jen Reed:

“Yes! We have a $950 charge! After calling, they person said they would reverse the charge, but our paper bill came and it is still that price. Seems like they’re having issues all over.”

Little Whale Cove homeowner Chris Grayson had this to say in response to White’s Nextdoor post:

“Ours was up $400.00. Called and was told it was streaming charges. We had had no changes in our usage. They finally credited it but not without significant discussion.”

“The number of responses to my Next Door inquiry leads me to believe that they are changing the rules without warning,” White said. “perhaps calculating that some people will just pay the increase and many others will raise their arrangement to unlimited data for an additional $20 per month.”

According to iGR Research, the average U.S. household uses 190 gigabytes per month. Some of the Wave Broadband bills had data usage over 2,000 gigabytes, which would take the average household close to a year to reach.

Wave has a data cap set to 400 gigabytes and charges $5 per 25 gigabytes for going over the limit. From their website:

If you exceed the included data transfer amount within the calendar month, you will be charged a data transfer fee of $5 for each 25 GB. Data plans: There are double data and unlimited data plans you can select to meet your needs each month that can help avoid monthly overage fees.

Wave Broadband's Jared Sonne
Wave Broadband’s Jared Sonne

“We have folks researching right now. We’re trying to figure this out,” Wave Broadband Executive Vice President of Operations Jared Sonne told Homepage via telephone. “My first inclination is this is probably an error, and we would do a global cleanup of that by contacting any residents who were mischarged to let them know we fixed their bill.”

The problem may be more widespread as one woman reported billing errors from Otis, 19 miles north of Depoe Bay.

“I used 473 GB last month, but the bill said I used almost 5,000 GB,” Otis resident Melynda Small said. “They didn’t say if it was a billing glitch or a new system glitch. I did get an email last week about an update to their billing system though.”

“We are investigating,” Sonne said. “We haven’t determined anything one way or the other.”

Homepage is awaiting additional comment from Sonne.

This article will be updated

Wave Broadband is an American provider of residential, business, and enterprise class cable TV, broadband Internet, and telephone services to around 455,000 customers in Washington, Oregon, and California. Wave provides services via their own fiber-optic network and has approximately 1,300+ employees.

- Advertisement -
Justin Werner
Justin Werner
Justin Werner is founder and publisher of Lincoln City Homepage and a journalist reporting news for the fine citizens of Lincoln City, Oregon and beyond. He's on a mission to seek out truth and isn't afraid to be the tip of the spear for freedom of the press. When he's not wearing his reporter hat, you can find him enjoying the Oregon Coast with his wife and three children.

Related articles