Resolve a Concern
At Wakey Internet, we’re committed to delivering affordable and reliable Internet service. If something isn’t going as expected, we’ll work with you to find a fair solution that supports our clients, shareholders and the long-term health of the company.
To keep concerns fast, consistent and fully documented, Wakey follows the structured resolution process below.
Start Here
You don’t need to start at the top. Most concerns can be resolved quickly by the Wakey Crew without requiring further escalation.
Start with Step 1 below. If your concern isn’t resolved, we’ll show you exactly where to go next.
Our Resolution Process
STEP 1
Wakey Crew — Frontline Support
Your first stop is the Wakey Crew. Contact us through Live Chat or SMS and tell us what’s going on.
Our frontline team can resolve most concerns right away and will do their best to provide a solution within a single interaction.
Still not resolved?
Ask the Wakey Crew to escalate your concern to a Team Leader or Case Manager and proceed to Step 2.
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STEP 2
Team Leader / Case Manager — Investigation & Follow-up
If the Wakey Crew can’t provide a satisfactory resolution, you may ask to be connected with a Team Leader or Case Manager.
If someone isn’t immediately available, we’ll arrange a callback or follow-up after completing a quick internal investigation.
This gives our team an opportunity to review your account, previous conversations, technical information and other relevant details before responding.
Concern still unresolved?
Your concern can then be escalated to our Executive Crew for Step 3.
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STEP 3
Executive Crew — Executive Review
If your concern hasn’t been resolved through Steps 1 and 2, you can submit your complaint or feedback to Wakey’s Executive Leadership team for review.
The Executive Crew will review the circumstances of your concern, including relevant account history and previous attempts to resolve the issue.
Ready to submit an Executive inquiry?
Please use Wakey’s designated Executive Complaint / Feedback form.
We strive to review Executive complaints and feedback as quickly as possible. Some cases may require additional vendor review, account validation or technical investigation. We appreciate your patience while we ensure our response is thorough and accurate.
Before Proceeding to Step 4
Please ensure you have your Executive Crew Ticket Confirmation Number from Step 3.
Your confirmation number is encouraged as a record that Wakey has had an opportunity to review and respond to your concern through our internal escalation process.
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STEP 4
Still Need Help?
If your concern remains unresolved after completing Wakey’s internal resolution process, additional information and next steps are available.
Why Does Wakey Use This Process?
A structured escalation process helps make sure concerns reach the right people at the right time.
It also provides clear documentation and accountability throughout the process, helping us handle concerns fairly, consistently and as efficiently as possible.
