Resolve a Concern
At Wakey Internet, we’re committed to delivering affordable and reliable services. 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 things fast, consistent, and fully documented, we follow the structured process below:
Step 1 — Wakey Crew (Frontline Support)
Contact us via Live Chat or SMS. Our team can resolve most concerns right away and will do their best to close it in a single interaction. ETA: Often same-day
If your issue isn’t resolved to your satisfaction, you can request escalation to a Team Leader/Case Manager (Step 2).
Step 2 — Team Leader / Case Manager (Investigation & Follow-up)
If the Wakey Crew can’t provide a resolution, you may ask to be connected with a Team Leader or Case Manager. If they’re not immediately available, we’ll schedule a callback after a quick internal investigation. ETA: Within 48 hours
If your concern remains unresolved, it will be escalated to our Executive Crew as Step 3.
Step 3 — Executive Crew (Executive Review)
If the issue can’t be resolved through Steps 1–2, you can submit your complaint or feedback to our Executive Leadership team for review. ETA: Within 72 hours
To submit an inquiry to our Executive Crew, please use the designated form here.
We strive to review all Executive complaints/feedback as quickly as possible. Some cases may require additional vendor review, account validation, or technical investigation—thank you for your patience while we ensure we’re providing a thorough and accurate response.
If the Executive Complaint/Feedback Channel does not provide a satisfactory resolution, you are encouraged to proceed to Step 4: Step 4 — CCTS Information (click here).
Why this process exists: It ensures concerns are addressed quickly at the right level, with clear documentation and accountability—so your issue is handled fairly and consistently.
