Had to return equipment. Phillip was awesome. He was the only rep in the store and had to help 5 people without any support... He handled each interaction well. Also I had an issue with my account and he understood my frustration and got it fixed for me Astound needs to find more people like Phillip to work this location! read more

After using their service for over a year, we moved to an area they didn't currently have on the network. They said they would send a tech out and get back with me. Two weeks later I called back and they said they had no record of that work order. When I dropped off my equipment, the portly sales agent said they would have to charge me $170 plus dollars for the four days of service after our billing cycle ended since our "promotion" was up. I told him I wasn't paying that for four days of Internet and he chuckled. I hate when customer service people seem to get a kick out of fing with customers. Stay away. read more

Bad Concord cellular service below Lime Ridge. North of Treat has gotten terrible. I get one bar when outside the house, NO service inside the house (shows as SOS on iphone.) local store of no help. Telephone Support of little help. They said they had a poor connection and that it is a T-mobile problem. That does not help me. We got our cellular service through Comcast before and it worked fine. I went to Astound for cheaper internet. But cell service a disappointment. Considering rolling back to Comcast. Their pricing has changed in last 5 months. read more

all cable companies have bad customer service. If you happen to get good customer service-count yourself extremely lucky. Do yourself a favor and use sonic if they're in your area. Or Xfinity NOW which is only 300 Mb, but it's $30 a month. I stream just fine using that. Xfinity is absolutely horrible as well. They lie and will take advantage of you whenever possible. You just have to pick the least worst option at the time, and switch when you want to. there's literally no good option. read more

I was with Astound for many years. They kept increasing my monthly bill until it was $100.00 per month for their 1 Gig service. They charge new customers $40.00 per month for the same service. When call and asked for the same $40.0 per deal they refused because I was a long term customer. I now switched internet providers and will never return to Astound. read more

So, to start I first want to give a compliment to Rey, the tech that was sent out to my home to fix an issue. He was awesome and very nice and helped me with my issue. My email password was changed due to the fact that it had been over 20 years ago and I had forgotten it and Rey needed it for my issue. A few days later I was unable to log in to my email with the new password so I called Astound and first a tech tried to help me and I thought it was working but it was not. So I called back again and spoke with Dave who tried to fix it. When he was unable to fix it he said it was because I have Outlook for my mail and that it was a problem with Outlook and not Astound. I told him that Outlook was NOT the problem because I was able to read mail with my second email address. He would not listen to me. He started getting huffy so that was the end of the conversation. Obviously he does not know what he is doing because I worked on the issue myself. Guess what?! I fixed it myself and the problem was NOT Outlook! I had even asked for a manager and he said "no." This is not good customer service. I remember 20 years ago when I first got Astound they were so awesome and always so very nice and had the best customer service ever!! Times change I guess! read more

I agree with every word he just said, and my bill was not to go up again, and very next bill another $13. There is no winning even after 24 yrs. of hassle almost every month. Just fix what you promise people. read more

They make comcast look good in comparison. Tech came out to install and activate my internet. I already had a modem and router set up that I was using with comcast. They're my own. Tech asked if I wanted to use astound's modem and router. I said what's the difference, is it better and how much is it? He said it's better and free. I said okay then why not? So he sets it up. Few months later I'm checking my account/bills and I notice an extra 5$ charge has been included in my bill every month. I call to find out what this was and they tell me it's for their router. Modem is free but the router comes with a monthly fee. WHAT A F"ing JOKE. I'm guessing that there's probably some incentive for the tech if they are able to add on equipment fees or something at the time of install. Scammy I was scammed into using their hardware. So pissed. As soon as I found out I promptly returned their equipment. Back to my original Motorola modem and TP Link router. Avoid this company. read more

TL;DR - as soon as Sonic Fiber is available in my area, this long-time loyal Astound customer is switching. Longer version: There aren't a lot of choices in my area for fiber-based fast broadband. So I'm stuck with Astound for now. Mind you, I've been with them for decades (back from the Wave and Seren days, when we switched from ATT Cable). At the time I triple-bundled internet, cable, and home phone. Nowadays, of course, we only use internet - all our video is streamed, and what's a landline phone? Price keeps going up, and service is continually spotty. Slow, drops, and I'm never getting the 500mb speed I'm paying for. I've been speed testing lately and it's just slow. Add to that, when you go to your own modem ($100 from any store like Amazon vs. rent theirs), they want to charge you $80 for a technical visit...to see why their own service is slow (!) Major suck. My friends who have Sonic tell me they're much happier than I have been with Astound. I'm planning to switch whenever Sonic finally is available in my neighborhood. Hey Astound - if you're listening, you could have kept a decades-long customer by creating slightly more friendly policies. But hey, doubt you're listening, or care that the user experience has degraded to the point it just isn't worth the money. Typical for service monopolies - you guys are sort of like PGE in that regard. read more

Been an old-school cable & internet customer for many years. Virtually trouble free the entire time, save for getting the app to work properly on anything but an Android device (haven't tried Apple). I left for about six months because it was getting expensive and I couldn't talk them down anymore. It happens with all services, it seems to me. After six months with Xfinity and constant spinning wheels waiting for a channel to load every time I changed one, I couldn't take anymore. I happened to be by Astound's Concord store one day and the person there was able to knock off about $100 from my bill. I think I might of pared back one little-used channel group along with an extra Tivo box (Love it! Always buffering every channel for 30 minutes of commercial-free playback). I'm happy with my home entertainment options again. read more

Worst customer service ever of any company I have ever dealt with in my life and I mean this. They treat their existing customers terribly and have misleading and deceitful business practices where they jack up the price of service on you and say - but we notified you on page 4 of your statement last month. They say that a promotion ended that was never on your billing statement to begin with. I've spent way too many hours of my life dealing with them. THey say they will help you resolve your concerns but then nothing after several hours of talking to their agents. They dangle out misleading offers and constantly change their pricing and promotions without proper disclosure or communication. It's like a sleezy street magician doing tricks and throwing you for loops. You think you saw something and signed up for one thing, but then poof - it's gone. When you try to contact customer service, they often default you to online chat where you basically make no progress with the agents. They just wear you down over chat until you give up with frustration. Honestly I don't know how companies like this can operate in this day and age, especially when they are technically regulated by the FCC. I know I am not alone in this experience. If you've had a similar experience please contact your congressman or write a letter to the FCC. I plan to do this. read more

I wish I would have read these reviews before I signed up. This service is a joke. network stability and customer support is straight up foolishness. read more

Terrible. They are now charging to watch programs on PBS--Public Broadcasting! Best way to get rid of customers I've ever heard of--while raising the monthly rate as well. read more

TLDR - I've had this service since they laid the lines in my neighborhood. Back then it was good. The last 6 months, it's been unstable as hell. Of course they're blaming my equipment. Turns out, it's them. I have been trying to get them to sort this instability for months, during which time they raised my rates from $70 to $90+ ... Please dig your head out of your wallets. You'll have no customers if you keep this up. Turns out Comcast has better uptime and promotional prices. You can just switch back and forth for the pricing. The customer service rep said, yeah we can't match that Comcast monthly price ($50 for the first year or $60 to look it in for 5 years). Wave was a much better company before it was acquired by Astound. All these American companies are scams. They ask for a lot of money and give you crumbs in return. read more

Just adding what already seems to be an incredibly long backlog of poor customer service feedback. I used their own website to check for availability via address in Walnut Creek (where I know they service a very large percentage of the city) The website returns this as a response: "It looks like Astound Broadband service may be available at your address. Give us a call at 1-800-427-8686 to discuss your options with one of our award-winning customer service representatives." When I called their "award-winning customer service" the woman on the phone simply told me: "no its not serviceable." When I asked her if she could explain to me why or if there was any additional information she said: "no I cant tell you anything else" not timeline, no reason the place could not be serviced... What is the point of customer service? read more

I met with Derick Washington who was informative friendly and extremely helpful. After numerous discussions with on line phone assistance she were rude and not helpful I will from not on go to the store and speak in person to a human being who will listen and be of service. The value I received was savings on my rate , I was about to switch providers . So it was a win win for Astound and myself. Great customer relations ! read more

Horrible customer service. Internet out over 12 hours now and they will not say why or when it will be repaired. Downdetector totally unreliable saying astound has. O outages. HORRIBLE LIES! read more

The shadiest business I've ever encountered along with the slimiest CEO AKA Jackie AKA the wicked witch of the west who loves to take advantage of innocent people and extort them. She acts so nice and caring but the knife is already in your back while she's still smiling at you. Yes Jackie you evil anti-Christ scumbag...You've done absolutely nothing to help myself, Lisa or anyone else for that matter who have been ROBBED by your "business" ASTOUND. We've exchanged numerous emails the last couple months and all I got was a a big "F you". What a disgrace. $378 in fees and that's not a typo, I got a $199 fee the first month and then a $179 fee the next month all because my credit card was taken off auto-payment...Which I didn't do and which I called immediately to fix and they said it was fixed but it was never fixed and I got charged another "fee" for simply not being on auto-payment...That's called stealing and lying. Ever since Wave was bought out by Astound they've been practicing this criminal behavior. Hopefully there is a lawsuit because this is illegal and nobody should get robbed like this. I have since then cancelled my wrongful credit card charges and what do you know...I got letters from Astound that they will be sending my bills to a collection agency..what a truly evil corporation. Everyone should cancel their service and switch to SONIC. Its cheaper, faster and they don't steal from you. If you won't waive my wrongful fees I will continue legal action with the group of people I've already gathered who also got taken advantage of by illegal fees. Choice it yours. You can let these negative reviews keep piling up or instead do the right thing so you don't get sued. NEEDS TO BE ZERO STARS read more

I was a customer for years, but their continual disdain for their existing customers is ridiculous and I couldn't take it any more. Almost yearly "promotional" rates that end via hidden fine print on the statement, causing surprise bills double the normal cost requiring you to call them up to get back to the rate you were already paying. Then there's the ever increasing "Internet Infrastructure Fee" tacked on to every bill to supposedly help support the cost of upkeep of their network (why is that an extra fee?! You're an ISP, that's literally what I'm already paying you for as part of the normal service cost!). The final insult was when trying to cancel the service. I specifically called on my statement date to ensure it would be ending on the right date, but no, apparently the statement date is not the same as the service date, and they're going to bill me for another 25+ days of service because they don't prorate when you cancel. What a complete scam! This has left a lingering sour taste and guarantees I'll never use the company again, and work hard to ensure everyone I know never uses them either. Save yourself the pain and go with another company. read more

Was charged 3 times the normal amount then twice normal amount by go over usage without notification nor proof that it was our doing when we use it just like we always used it. Company not bending it's billing and insisted we pay the outrageous charges. I see why the have a poor rating. read more

Never will I ever do business again with this company. They drastically raise their prices without notification or reason and their customer service is embarrassingly poor. There are far better companies out there. read more

I hve to choice for Hving this company. The internet keeps going out even though they say it's new program. Quality needs to be better!!

Absolutely the most wretched company I've ever dealt with. I'm sick of not having any internet options but them. I would be gone in a flash if I had options. Horrible customer service. Billing wrong EVERY SINGLE MONTH in which I have to waste more than an hour of my time each month on the phone trying to straighten it out. In total, I'm not joking when I say I've spent dozens of hours on the phone with these idiots. I'm at the point of trying to track down other people this company has cheated on promised pricing. I'm wondering if a class-action lawsuit is in order. I think they hope you won't notice your bill, or you'll give up and accept their misbilling out of frustation. They charge $1 to pay your bill online! Unless you sign up for autopay. Now I wonder if they do that so you won't pay attention to your bill. I know of no other company except the government that forces you to pay a fee for online payments. Which has to be the most efficient, least labor intensive way to pay. Oh, but if you send a personal check, it's free. How is that more cost efficient for them? Uh-huh. Think about that.... If you have Any other option RUN DON'T WALK from this horrid company. You've been warned! read more

Email outage for almost 3 weeks. No email on Wave internet page, no email access on phone, computer, ipad. I also received a call from RCN????and a tech named Virginia saying my issue was resolved, no it has not. Virginia said that she was able to access my email, but I still can't. Originally this problem was only my email, now my husbands is not accessible. I was told by Brent that this is a free service (No one else charges for email service) and that you don't provide technical support, except for webmail, I can't even access my web mail.and have not been able to get help with this. I was also told that hundreds of calls have come in about email issues. I researched all your info on the website help. I have been a customer of Wave for 19 years.I have always used astound.net as my important email. I also have received from frightening errors in trying to access my email read more

Astound | Concord - Internet Service Providers Near Me - Concord, California

They fooled me. Said they were better than att but I've had service since December 3rd and it SUCKS. Always buffering and resetting their device in- which consistently fails. Do it again and again then we're sorry. Blah blah blah. Horrible this far.27 days of bad service. Geesh read more

Astound used to be good. They even gloat to you about it on their bill. Our bill is $450. We had to talk them down from $500. If this is too long to read, I'll summarize: Astound is losing customers because their quality of service declined drastically. They swapped out cable boxes for "smart devices" to stream your cable (which takes from your Internet.) My guess is that they're hyper-fixed on cost-cutting. The company could go out of business and their executives will be given golden parachutes. So, with this in mind, and after 20 years of service, we will be changing. This is what $450 gets you each month: * Spotty internet that turns off and on. Internet Service Providers (ISPs) can throttle your internet. Sometimes they have poor infrastructure. I can't tell you what Astound is doing, but their Internet connectivities are not reliable. I can tell you with assurance that we had virtually almost no issues 2-3 years ago. Now there are issues nearly every week. By the way, if you don't buy your own Wi-Fi equipment, Astound will generously let you rent theirs for $20 or so a month (which pays itself in 6-8 months.) * New "cable box". Their latest deal with Google (which has a microphone in your remote) and TIVO had them replace a litany of cable boxes around the entire East Bay. "We want to stay up to date and modern", they said, when I questioned them. I am pretty sure whatever new MBA executive (or three) they put on their board they thought this was a good idea to save cost. It wasn't. You are losing customers, Astound. You've lost yourself as a triumphing business that was the answer to the notorious depraved COMCAST (voted Worst Company In The World twice, and changed their name.) * A couple landlines. Not much to say about that, but they don't always work. I am not sure how they messed this one up but I am pretty sure it's their new idea of just cutting cost. So what do you do other than call their customer service? You have to let people know and leave a Yelp review, unfortunately. Their customer service will "reset" your internet to try to fix it. They'll send out a technician days later when you need service to run your business yesterday. They went downhill. Whoever is in the new management completely is ruining what once was a reliable and trustworthy company. Congrats on your new MBA executives who took a play from the 2024 BOEING's Guide To Business. EDIT: Check out the boiler plate insincere copy-and-paste response below. Here's what they said: "It's our goal to provide our customers reliable service at an affordable rate, along with the best customer care." No it's not. Do you think these reviews are indicative of your company having met that goal? Your prices are not competitive and your bundles cost more than splitting the costs among different services. "We certainly don't want to see you leave our service family." You certainly don't want to see the $450 go away. Please don't use the words "family" either. "We'd be glad to review your account and assist you with the concerns you mentioned." You already have.. four times. You speak to your customers like they're ignorant, because you rely on their ignorance as a revenue model. read more

Before Astound came to my area in Pleasant Hill (west of 680), I had Comcast, 50mb/s. It was OK, but then I got a flyer that Astound was available, with a special at twice the speed and half the price of Comcast. Comcast was unwilling to come close to matching, so I took the plunge, thinking I could go back as a new customer in the future and get a better price from Comcast. Well, I'm still with Astound over 10 years later. They have raised my speed a few times without increasing my cost, and one time doubled the speed without even telling me just as a thank-you for being a customer. I've rarely had problems that lasted long enough to call them. The one problem I had was my own fault (my wife accidentally unplugged the fiber receiver), and they were friendly and patient in helping me solve it. Whenever I've called begging for lower prices, they are always very friendly and accommodating, often giving me more than I expect. I even get a senior discount on top of reduced rates! My speed has always been consistent, now at 400 gb/s down, 20 gb up. This is plenty for my family's needs, and I'm not willing to pay more for anything higher. read more

By far the worst internet provider I have ever experienced. I work from my home and it is an almost daily occurence that I have a service interruption. If there were any other legitimate providers I would switch immediately. I would not, under any circumstance, recommend wave/astound cable. They stink. read more

We have been with Astound/Wave for quite a few years now and, up until recently we have been reasonably happy. Starting about two weeks ago we have had several internet outages in rapid succession. We are hoping that A/W can get their network stabilized soon so that we don't have to start looking for a new internet provider. read more

Beware: if your bandwidth service sucks, and you asked for a technician to come out, they changed out the old router but what they don't tell you is they're going to charge you $80 for it. If you had auto pay like I did and you don't look at your bill each month then you will miss it. The customer service rep impatiently read out the policy that it has to be disputed within six months and I missed that by one month. Pay attention to your bill. And the service was sloooowwww until they changed the old router. read more

Todd Ryan was very friendly when setting up my internet so this doesn't apply to him, but when I returned my equipment a year later the sale associate was very unfriendly and unhelpful. I was told that I just needed to return the router and when I did, I was charged $75 because I didn't return the cable box. I wasn't told I needed to return the cable box (because the apartment complex itself paid for and established the cable). I wouldn't have been as annoyed if the employee who was helping me had been more hopeful or understanding. read more

Astounding Internet it has been a week which is Great And Download speeds are fast enough to keep Me gaming and i made sure that i did a speed test on my Console in which results are 1.3Gig Download Speed and Upload is 52Mbps which is pretty fast compare to comcast which there upload speed is 40Mbps.Oh TV is way more responsive compare to Comcast X1 Boxes which were super unresponsive and the photos are on How my setup internet is. read more

Astound | Concord - Internet Service Providers Near Me - Concord, California

I locked in the price for the initial 12-month period. After the 12 months were up I expected the price to go up, which it did. Not a problem. However, just 4 months later Astound raised the price 10%! Where did that come from? No notice, nothing, just up the price without any explanation. On top of that, I lost connection for 26 hours less than a week ago, again no explanation. I can't wait for Comcast to expand to this area and force companies like Astound out of business. If you have a choice RUN AWAY from Astound as fast as you can. read more

We have been customers for years of Astound. We recently moved out of state. I called to see what was needed to close our long time account. I was told to go to the local Walnut Creek office and turn in the equipment, which we did. We told them to shut down everything as we were moving out of state and Astound did not provide service where we were moving to. We were not under any promotional or contractual obligation. We have now been billed for 2 more months and when I call customer service they say they tell me a supervisor will call because it needs a supervisor to handle the bills. If they look at the billing, they can see that the equipment was returned and the phone turned off of the date the equipment was returned, but the bills just keep coming. The office did not turn off the internet coming to the house as requested. Their customer service told me that I had to call in to get the internet service turned off and that going in person to the local office would not turn the internet off. I keep being shuffled around and put on hold as the "try to reach a supervisor." I read their customer pledge: "A better kind of company" "We will do what we say we're going to do. We live by our customer pledge to provide the best possible experience for our customers." This has not been the case. I have been told that notes were made on our account. They were not. I was told we would get a refund as we have overpaid. We have not. I was told that a supervisor would call. They have not. How can you trust a company that does not stand behind their own words? read more

This company is a joke!!! Takes lady 1hr to make no change in pricing. $201. Basic cable & basic internet! Ridiculous!!!!

Worst ISP I've ever had going back to dial up in the 1990's. Not only do they go out every month or so, but now they've been out for 7 days - longest time yet. Not only can they not provide an estimated restoration time, but they can't even tell customers what the issue is. No redundancy. Apparently, they won't spend any money to make their system more reliable. If you have any other option than this company, stay away. read more

i am waiting over 11 minutes on a sunday and listening the unwanted tips of reset internet when the cable and modem is not working. please reserach to find if possible a different internet services read more

It takes a lot for me to leave a bad review, but these guys are the worst. Wave/Astound is the worst internet service with even worse customer service I have ever experienced in my life. And just for my 2 years of dedication to poor internet service, they send me to collections without contacting me (likely because I cancelled my service). I would not get tangled up with these guys if you can avoid it. I had no other options when I first signed up with them and dealt with 2 years of spotty service and coverage with exorbitant service fees. And the worst customer service ever. This was extremely evident by the last few interactions where they indicated I had a zero balance and was paid up. But I get a notice from a collections agency that I was past due. No contact from Astound, just a collections agency. Their own agent was baffled when i called to pay. Their own notes indicated that they told me my account was paid. Avoid at all costs! read more

Considering a new cable/internet company? Do Not Go With Wave! I had Astound for internet and cable and it was exceptional. Wave took over and it's been nothing but episodes of interrupted service. I switched my cable service to Dish but they don't offer internet so I stayed with Wave. It's awful! Despite paying for Wave's highest speed, I can't even stream Amazon or Netflix without constant buffering. I've called several times and all the agents are seemingly trained to do is re-set the modem. Needless to say this has never fixed the problem. How could it? The problem is Wave's crap service. The modem is fine! I can't even get my WiFi signal to work in the backyard. No signal. It's not strong enough. Wave's strongest can't reach a backyard. Considering Wave? My advice is to Wave goodbye! read more

So I have wave, I'm about to cancel tomorrow. I was told I would get my internet for 49.99 a month. I have NEVER paid that amount except for one time. Cause I complained to the operator about it. Other than that it's been like 56.99 or something. I've paid every month and now I have 176 dollar statement and this months 56.99 due EVEN THO I PAY EVERY MONTH USING THE STUPID AUTOMATIVE SYSTEM. Just wait till y'all open tomorrow. Wave is literal trash and do your self the favor and get another company to take care of the internet for you. One that actually has competent people working for them. These people just want your money. And that stupid phone robot is a bitch too. Let's make it clear. DO NOT GET WAVE. EDIT TO REPLY: It does not let me message you at all, I even searched you up on yelp and can't find you to message you. So if yo can message me first that would be appreciated. read more