Complaints

This profile includes complaints for Wakey Internet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wakey Internet

  112 970 Burrard St Vancouver, BC V6Z 2R4

• 

  Wakey Internet

  504 30 Wellington St W Toronto, ON M5L 1E2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In their fine print they state that if the modem connects to the internet, you have no right to a refund and an installation charge will be applied if you cancel within 180 days.Their service drops from the internet every 5min. Connecting is all it does, then drops. This is clearly the knowledgeable, willing and predatory sale of a faulty service. I would be very interested in learning their turnover rate within the first month of service. It has to be close to 100%.

  Business Response

  Date: 26/05/2025

  Hello there, we've been in touch with **** and suspect there's an RF/Line related issue which we are happy to resolve on our dime. There's presently a dispatch in-progress. Thank you. 

  Customer Answer

  Date: 28/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enquired about internet service. Put my address in and they said yes I was good to go with the service. They said.i had to pay ****** up front before they would service me so I did. The next day they send me an email saying they don't service my area. I said I want a refund. They said yes but now they are not responding.

  Business Response

  Date: 01/04/2025

  Dear Ms. ******************* you again for your order and for allowing Wakey Internet the opportunity to earn your business.
  You placed your order on March 29, 2025, and payment was received on March 31, 2025. At that time, your address passed our initial qualification tool. However, upon submitting the order to our vendor for final provisioning, we were advised that your address unfortunately falls outside of serviceability.
  

  We understand how disappointing this is, and we responded promptlyacross more than eight emails and multiple chatsall within 4 to 5 hours. We communicated transparently that a full refund would be issued, pending return of the shipped hardware (valued at approximately $200). We also advised that we would be in touch shortly, and we remained available and responsive throughout.

  As of now, a full refund has been successfully issued, and we have followed up via email and several phone calls to confirm. Those calls were unfortunately unanswered, but our commitment to resolving the matter never wavered.

  We also understand you mentioned potential action through the Better Business Bureau and local authorities. Should the BBB review this matter, we welcome their role as a neutral mediator. From our side, we believe we have acted in good faith, communicated in a timely and professional manner, and completed a full refund. While we truly wish we could have completed your activation, we regret that it was simply not possible due to vendor limitations.
  

  On behalf of our entire team, I want to reiterate that were sincerely sorry we were unable to serve you. We wish you the very best in finding a provider that can support your location.
  

  Warm regards,
  TJ
  Customer *********************start="1969" data-end="1972">Wakey Internet
  *************************

• Initial Complaint

  Date:24/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company advertised a cheaper internet service to get me hooked I paid $143.00 immediately and you delivered within 24 hours to woe me They initially said to me that there is a good news, the service was activated "remotely" hence there is no need for technician I reported that the service is not on despite following all their ample times of your instructions Then the company suggested that since it wasn't working they will send me a technician between March 22nd-23rd and 24th Few minutes later the company contacted me telling me that the service doesn't need a technician anymore, it should be up and running I stated that the TV screen shows the same thing, computer the same thing, mobile phone the same thing "no internet connection to the modem"I requested cancellation service, and they hesitantly agreed to provide the return label ( the following day) And now the is refunding me just $60.00 of $143.00 I paid just three days ago? So ( a) Why not refunding a full amount? or (b) What policy article, paragraph, content or policy number do can they cite about this situation?

  Customer Answer

  Date: 06/04/2025

  Sorry, your email messages ended in the spam box.

  ****** ***** are my names 

  Let me know if you have any other questions.

  Warmly 

  -******

  Business Response

  Date: 07/04/2025

  Dear Mr. ***** and Better Business Bureau,
  

  Thank you for your correspondence.
  

  We appreciate the opportunity to clarify the matter and reaffirm Wakey Communications Inc.s commitment to fair and transparent service.

  As a federally incorporated, third-party Internet provider operating across ************************************** (operating as Wakey Internet) provides services in partnership with upstream last-mile vendors. Our operations and customer service policies are governed both by our internal Terms of Service, publicly available on our website, and by the technical guidelines and provisioning timelines set by our vendor partners.

  In Mr. ****** case, an initial provisioning issue was identified by our vendor upon service activation. This was addressed and resolved within 24 hours of the first submitted trouble ticket which is well within standard service windows. Once resolved, the modem registered as online and was assigned a valid IP address, confirming that service was available at the network level.
  

  Wakey is reliant on our vendors confirmation to determine whether a technician is required. In this instance, our partner confirmed that a technician was not necessary, as the service had been successfully activated remotely.
  

  Despite this, the remaining issue appeared to stem from a misconfigured router. Our support team made multiple efforts to assist, but unfortunately, Mr. ***** declined to proceed with additional troubleshooting. Without that cooperation, and with the modem online and service deemed active, there was no further action Wakey could take to remediate the issue.
  

  Nonetheless, and in good faith, our executive team elected to waive the $49 activation fee, which normally applies when a customer cancels service within 180 days of activation. A partial refund was issued, and Mr. ****** file was formally concluded on March 23, 2025.
  

  We sincerely wish Mr. ***** all the best in finding a provider that better meets his expectations, and we stand by the professionalism and flexibility our team extended throughout this process.
  

  Should any further clarification be required, we are happy to provide it.

  Sincerely,

  TJ

  Wakey Crew