Astound Broadband

The people at Wave have always treated us with respect. Every year they have great promotions that save our family budget. The tech support is great and they offer advice on where you can get help for things outside their scope (like my firefox browser crashing). The recent «free» upgrade too 400GB on our data plan was exceptional. Would comcast/​xfinity ever do anything for free? I think not.

Buyer beware. I was a loyal customer for two years. I was anxious to support a smaller business so I put up with internet interruptions, cable that would lose sound for no reason, and rate increases. So this year when my bill went up 45.00 with no increase in service I called to negotiate a better rate. I was told by Shaina that she couldn’t help me so she turned me over to Kara, retention specialist. Well, she sucks at her job! I told her i did not want to change my service so she promptly started telling me she could reduce my bill if I downgraded my service. Did she not hear me? No, because she was rude and impatient.
I called to cancel my service and was told by Zachary that he could get my bill down by 40.00. Imagine that. When I declined he started asking what cable company I was going to use next and when I told him he proceeded to tell me to watch out for them because they are sneaky.
Sneaky is cutting off my service within two hours of my call when I was explicit that I wanted it cut off three days later and still trying to bill me for those days. When I called to contest the bill, Gabby told me it would be adjusted and just wait for the bill. Well guess what? The bill came and was not adjusted.
I’m with the evil Comcast now and guess what… I am so happy with them and my bill is half. Goodbye forever WAVE, you suck.

I have 1000ish channels with them. Problem is, when I scroll using the channel Guide, half of them are channels that when I click I get «Subscribe to this channel now!» You would think they’d know to just display the channels I actually am subbed to. I called a service rep and he said there’s nothing they can do to filter channels. I know Xfinity has simple filters. Maybe I’ll switch.

If you are considering doing business with WAVE… Run don’t walk… Run away fast from this company, they have the worst customer service, they are the most unorganized company I have ever dealt with. They lack BIG TIME in communication skills. They leave a message to call them back with their extension number, good luck. I had service with WAVE for 7 days before returning my equipment and closing my account. When I first setup service with WAVE, they were supposed to bring my phone number over from my other provider. I had that number for over 20 years. On the day of installation, the guy gave me my new number, I told him that WAVE was supposed to port my old number over. I was told to use the new number temporarily and gave me a setup date to port my old number over. After the installation of my internet and tv, I asked the installer why I couldn’t get the guide to work on my controller. He replied that I could only have 1 DVR and if I wanted to record on the other two tv’s I would have to subscribe to TIVO and that would cost $ 14.00 per month for each box. I told the guy, that would have been a deal breaker had it been clearly explained to me. When I setup the appointment for installation I took careful notes on what I would be getting. I was transferring service over from a MAJOR company because they were so expensive. The next day after installation, I called WAVE customer service, spoke with a woman, explained that I wasn’t happy and that I was misinformed as to what I would be getting, I was told (3) DVR boxes. What the heck am I going to do with 2 controllers that I can’t even pull up the guide to view channels? The woman told me that her supervisor would listen to the conversation that I had regarding service and the «triple play» package WAVE was offering. The next day, I got a call back from customer service, the woman told me that after listening to the recorded conversation, it was determined that everything was explained to me very clearly, so basically it was my fault. Fortunately, I hadn’t disconnected my service with the other BIG MAJOR company that I was leaving. I called them, they were happy to come over «free of charge» and reconnect all of my devices. I broke into my happy dance! I still had my phone number and voice mail, we tested it out, it was perfect. Everything was great. A few days passed and I was able to get off early from work in order to return my equipment and close my account with WAVE. I paid a $ 60 one time non refundable installation charge and gave WAVE the first month service total $ 253.00. Because their isn’t a contract, I could close my account at any time, also, they have a 30 refundable guarantee for the first month of service. So… The very next day, after closing my account, my husband calls… Honey, we have a problem, our phone is dead! I called the BIG MAJOR COMPANY to find out what happened, I was informed that my phone service was closed because WAVE ported my number over. I called WAVE, what happened? First I gave the guy my account number… His reply was… I can’t find a record of you. He found my account by street address and proceeded to tell me that my account was closed… Geez, really? Go figure… I told him that WAZE had ported my number over from A*&* without my authorization. He put me on hold, called down to the phone center and then told me that they did in fact have my phone number, but it was in «limbo» because the account was closed, and the only way I could retrieve my number, I would need to open a new account. There would however be a fee… I called ***T, they told me that there would be a $ 49.99 installation charge to restore phone service and they could try to get my number back from WAVE but there was no guarantee. How can this be? WAVE slammed my number! I specifically told the guy when I turned in my equipment that their was an appointment to port my number over and could we please call to cancel that appointment. He told me not to worry about it, that the account is now closed and that couldn’t happen on a closed account. What I ended up doing was giving up on WAVE, my old number is lost and I had to get a new number with my current provider. Such a bummer, I am «old school» I still believe in the landline, even though I have my cell phone. My home number is strictly for friends, family, doctors etc. I now must contact everyone and give them my new number. But the bottom line her… I was duped, tricked lied to, mislead and deceived. If you are hesitant, read Unilocal reviews and read the complaints on this website about this company. Then make up your mind, enter at your own risk.

Astound was great, under Wave it appears they have become like most of corporate America these days. Customer service was the reason we have been customers for 20 years. Yesterday our cable box quit working and I have to wait 72+ hours for a technician. When I called the customer service line there was no feeling of caring or really wanting to help, more like «well that’s just the way it is». Pathetic and never that way under Astound. I will be looking into another carrier immediately. Who waits that long for service? I’m spending $ 200 monthly for this? Me thinks not.

Wave (formerly Astound) is simply, the worst. Unfortunately when my wife and I moved into our new apartment in Walnut Creek, they were the only provider option. We figured a smaller business might equal better service and customer care… wrong. Firstly, we probably went through about 6 different techs on 6 separate trips over the course of 2 months before our Wi-​fi was in working condition. Even now it’s not great, but I feel like we have just come to terms with that. Probably even more frustrating than that is our recent realization that last month’s bill was 3x the normal amount… yes, you read that correctly… TRIPLE. When my wife called to inquire the completely unhelpful and unapologetic rep said that we had «exceeded our data limit». Data limit… hmmm. Neither of us had ever received any notification that we were approaching our «limit», and even more importantly, we had never been notified of this «cap» to begin with. After doing some research I’ve noticed that some other companies have been considering data caps («allotments») due to increased usage by customers, but no other companies have actually been enforcing them. And those that have plans to enforce them also have plans to INFORM their customers. When all is said and done, we paid over $ 100 more than we usually do for one month of Internet. Needless to say, on that same call, we cancelled our service. We are moving out of our current place and will have other provider options where we are going. Thank goodness, as I’m not sure either of us could stand Wave any longer. If you have ANY other option, go with it. If Wave is your only option consider moving to a different place. I wouldn’t wish this experience on anyone.

TRUST ME! READ THIS! A year ago I called to have Astound /​Wave int. set up at my place as the prices seemed competitive. After setting up the service a tech came out to install the internet. He told me right away that they need to boar a tunnel from the curb to my house because they didn’t have any lines gong to my house… They had to postpone my install two weeks to get another team to do it as he only did installs. Two weeks later they were finally ready. They installed the internet and after having to go back and forth from the Astound /​Wave service center as well as fry’s electronics I was finally able to get a modem that worked. Eventually the internet would work. I paid 25 $ per mo. for, I think, six months. This was for 50mbs of internet speed and 300gb of internet usage. I was never told about a limit on internet usage for the home. Even though the internet would go in and out I kept the service because the price was ok. After my promo I called in to ask about pricing. The sales rep at Astound /​WAVE was unwilling to do anything about by internet pricing. So 45 $ a month I was now paying. The sales rep said he would give me basic TV for $ 10per mo extra for a year if I wanted to do that. Sure, I said. Basic cable for 10 $, why not? The installer came to my house to set up my tv. For some reason he couldn’t get the tv audio and said it was my tv. I proved to him it wasn’t my tv by playing a movie via playstation from the same input and HDMI. The installer changed his tone and said it was the box. Yea I KNOW! After replacing the box the installer got the audio to work. The next day the audio was not working again… I called astound /​Wave and after 45 min on the phone they tell me I have to go back to the astound service center and get new box… After getting the new box I plug it in and the audio is working… a few days later my channels are missing… Back on the phone and I spend another 45 min on the phone troubleshooting… Astound /​Wave was unable to get the cable to work properly and told me they have to get someone to come out. So another Five days without TV until a tech comes out. Eventually a tech comes out and fixes the issue… today I get a bill for $ 267??? One month service. Come to findout the sales rep over the phone was not straight forward with the pricing apparently he was off by 57 $ a month as the rep over the phone told me. The rep told me I also went over my data? Another thing the first sales rep didn’t tell me about. Astound /​Wave severely limits there internet users data usage. The Astound /​wave rep told me that he was sure I was informed of the pricing. WOW great customer service! They wouldn’t do a thing for me. Stuck me with the whole bill. So naturally, I cancelled and did some research. Come to find out, Comcast/​Xfinity is offering 150mbs with UNLIMITED internet for 39.99 a month for 12mo. if you have your own modem. You can get one from best buy or fries for 40 $. Astound /​Wave is truly horrible all around and many others agree.

Worst provider out there!!! TV Cable shuts down everyday without fail, Internet is spotty. Horrible crap customer service. RIP OFF. Going back to Xfinity.

I am very disappointed with this company and the sales guy called Josh Cagle. He came to my door and convinced me to terminate my AT&T contract early by promising me with paying entire early term penalty from AT&T, also, $ 39.95 monthly fee for high speed 100, basic tv and two free movie channels. You can check out the photo of the quote he gave me. After two months of waiting and calling them, I still have not received my full refund for early term fee and plus my monthly rate is 49.95! I have talked to Josh many times, and guess what he offered me as the only solution is to refer three contacts to him. Well, my online account is totally swiped and I can’t log in, I have not received any refund or the monthly rate I recived. I will strongly recommend you do not choose this company or believe this sale guy who may show up at your door one day. They have no business ethics! Argh!
Can someone advise how and who I can report this fraud and rip off to?

Astound was nice, $ 20 intro for 50gigs, then they auto bumped it to 110gigs– the normal rate of $ 55, now my bill is $ 70 wtf? wave sucks. comcast sucks. who wants to start a croudfund for local high speed internet?

This is the second night in a row that their Internet is down!!! When you call, their recording says they are not accepting calls at this time due to the high volume! Stay away!

Did you guys fire all your network engineers when you changed to Wave? I’ve been a loyal customer for three years but unfortunately ever since the name change you guys have had constant internet outages. Now I hate Comcast just like everyone else but I also have a job which entails responsibilities that requires internet so as much as I dislike Comcast at least they don’t have multiple outages with no ETA. This is the second day in a row with unusable internet. This isn’t isolated to a small area either… outages reported basically in all of northern California.
Honestly you guys need to check your routing tables you’ve got circular routes everywhere. Tracert yields infinite loops. For 60 $ a month I expect bulletproof internet, goodbye astound

Horrible service since changed to WAVE.
I’m a 10 year customer who hates Comcast. The constant crashes & outages with wave are making me rethink my aversion to ATT or Comcast.
Price is too high when you’re not able to use your computer when needed.
And when you get a person to actually speak with all you get are platitudes about there not «really» being a problem.

Came in a try to get there before they close the man that was sitting at the front desk had an attitude before I got in there and I was just asking simple questions about the cable boxes that I was trying to return for a new one. Not sure how he got the job and how he aced the interview unless the person that was interviewing was just as rude as he was astound has to get rid of him worst customer service ever.

Absolutely no complaints about Astound. I was being charged $ 86 a month for internet alone, over at Comcast. For $ 30, I get the exact same service and the ability to work with a local company.
I actually heard about Astound while listening to 90.5 The Edge, the most awesome radio station in Diablo Valley. My service is just as fast as Comcast and I know I am dealing local.
I have absolutely no complaints, thus far.

Worst service ever. Both customer and the actual service.
They have been here over 12 times, brought 9 boxes and screwed up my service for months. Customer service is so defensive over a sub standard product. Every tech that has come here has complained about the lack of updated technology. I have had tiles and blackouts for 6 months now. I call everyday. I am treated like it’s my fault that the service they provide absolutely sucks! Supervisors are rude and talk over top of you like you are trash. I pay allot of money for what?
I used to recommend them but not anymore. STAY AWAY. I have never in my 46 years of life had a company defend such a bad service and product. 9 boxes and a service call every week.
I have requested a supervisor call me over 6 times and only 1 time was I ever called back… and get this… he called me to tell me the real supervisor was on vacation and would call me back. That was 6 months ago. really people. Oh and the Blame game is running ramped. Tuesday-​Todd, Wed-​Ken and thur– Jim who gives me his personal number because he knows I am going to have more issues. anyway. today I get a new service. this is ridiculous! I am living the cable guy nightmare. Just for Alaska state troopers… omg. I need to get out more.

This review is for the «customer service» at astound. I went in to get information about their services, and the man at the front desk was nothing but rude and disrespectful. Apparently, astound did not provide internet in my area and he didn’t offer any information as to why or an alternative. He did give me attitude along with a condescending tone, and just looked at me as if it was my fault. I’ve had high schoolers deliver better customer service, as a young person myself, its upsetting to see someone a little older with no people skills. I wonder if their internet service is as atrocious as their customer service. Guess I’ll never find out. ASTOUNDING.

I really wanted to like astound cable. I was so happy that there was another internet/​cable provider competing with comcast. I hated comcast and never wanted to use them again. So I called and this guy called Alfonso Garcia told me he could get me a rate for internet/​cable and that my bill would be the same for 12 months.
Well wouldn’t you know it, 3 months in and my bill goes up $ 20/​mo. I called mr. Garcia and he told me he talks to many people everyday and he can’t be responsible for what he says because he can’t remember what he promises from one day to the next. He said he’d work out a deal so my bill was only 10 or 15 bucks more. Huh?
So I cancelled, and when I dropped off my equipment I asked for a refund of the $ 20 installation fee since I would never have paid $ 20 to have cable for 3 months. The guy at the counter said «no problem» and assured me I’d get the refund in the mail. Well what do you know, he was a liar too.
So now I’m back with Comcast. Hey, at least the bill stays the same.

Absolutely furious! I was so excited to get Astound. Spoke with the staff who seemed to be very knowledgeable and helpful. Set everything up to get cable this last Saturday in Martinez. The technician shows up and says he just needs to check outside and he will be right back to setup service. 2 seconds later he returns to tell me sorry Astound did not make the drop that they were scheduled to make earlier in the week and that we will have to reschedule. He gets on his phone to talk to dispatch and confirms that they did not do the drop for his next customer as well. What a waste of a day waiting around.
So we reschedule for later in the week. I am assured that the drop will be done on Monday and that we will be receiving service on Wednesday. But something tells me to call them to make sure this «drop» has been done. I can tell something is wrong when the rep on their 800 number says that they have to email the local office and that someone will call me shortly. HOURS later I still have not received a call. So I have to call the technician and than the supervisor.
The supervisor informs me that he was going to call me back in a few hours. Ummm ok. And tells me that sorry ASTOUND WILL NOT DO A DROP FOR ONE HOUSE… it is not worth it for them. I am nice during the course of our conversation but very upset. I say that I feel that I have gotten the run around and he disagrees. Tell me that scheduling service and all that I have dealt with is not the run around and no one knows answers. The supervisor than goes on to agree with me that I should probably go to another provider and that he does not know when and if I can ever receive service from them!!!
Very disappointed in what I received from Astound. Which is nothing but wasting my time.
Sara from Martinez

We LOVE Astound! Service has been stellar and the very few problems we’ve had were handled with professionalism and courtesy. Today we had an Astound tech came out for a problem with our landline. It turned out to be a non-​Astound problem, but Jim D., the Astound tech found the issue and fixed it anyway. Everything was «Yes, ma’am» or «No, sir»… very professional, yet friendly.
We could not be happier with the service we are receiving from Astound for our landline, internet, and cable service.