Following up on my review on 6/13/2016... I called once again to try to get my bill corrected and was told if I didn't pay the stated charge my account was going to collections. Now I am all about principle but I know how these things work. It's not worth the 10 dollars to get my credit score dinged so I paid the bill. I will not however forget what a s#%*!bag company WAVE is and will make sure everybody I know knows too. read more

This used to be a great company, but that has changed dramatically, their customer service which was outstanding is now a joke. At least 60 minutes wait times...and I get "priority" , almost monthly price increases while decreasing #of channels, I pay for 250mbps service and in the last three months, after 3 service calls I am lucky to get 30mbps! The email is a joke, almost impossible to set up for iPhone and the desktop version is frequently error ladden. As of now, I have been on hold, 72 minutes. Also, Wave if you are reading this, please every time I call, you do not need to give me my balance before giving me options to connect w/tech support. My bill is paid, ontime every month. Hey Wave lady who responds to all these posts, you say to contact you, ummm how do we do that???? read more

Don't sign up with Wave, they suck! Wave is almost as bad as AT&T, no kidding. I have had nothing but headaches with Wave. Their customer service is horrible, very long wait times before you can talk to anyone, then their staff is unhelpful, condescending and has an attitude. What the F*** happened to the old "Astound"? Is Wave owned by AT&T? That would explain a lot. I'm switching to Xfinity. The Xfinity customer service has been very responsive, helpful and great. If you don't like AT&T, like me, Xfinity is now your one and only option after Wave went downhill. Slightly higher cost, but I'm willing to pay more for good customer service and representatives who don't insult me. read more

I've had Wave / Astound for about 15 yrs now - first few were pretty patchy but lately been pretty good. I had an email issue on my PC and Iphone come up this morning and was close to the office on Treat. Howard helped me and was very professional and helped as much as he could - referred it to their IT / systems folks and things were cleared up quickly. This would be a 5 star review except for one employee - not wearing an ID (so I don't know here name) not wearing a face mask despite a sign requiring all people inside is to be wearing one. I can only describe her as a younger Afro-American girl. If there was a medical reason she could not wear a mask then imho she should not be in the public areas and work in a non-customer facing position. read more

Back last December their salesman knocked on my door and promised me the best deal ever! Right ! We will pay your contract breaking fee with Comcast and give you a gift certificate for $150 if you come with us! My Comcast bill had been creeping up with no good plan deal to sign in to so I thought ok let's give them a try. So I signed up and a good technician came and did the install. Few days after service started they offered a much cheaper deal for my plan so I called up my wise salesman and he said no problem we will get you the deal. Never happened! I texted him and reminded him and his answer I'm on it! It never happened. 2 months later no better deal on price as offered, they did not pay my break up fee with Comcast and no gift certificate. 3rd month since that lying salesman wouldn't return my calls or text I took action and dumped them. I'm back with Comcast and at least I'm getting my moneys worth . Don't fall for Wave's I have a better deal and I give you this or that it's all a bunch of B.S I normally don't go out my way to give negative report but this place left me with no choice and I did call their 800 customer service and told the guy what had happened but his answer was I'm sorry I can't help you as that salesperson is a 3rd party salesperson and I'd have to deal with them. Really I wanted so bad to tell him to go collect your bill payment from a 3rd party customer but it doesn't work that way. So they are all paid up for the crappy service they gave me. I'm done and don't wish them good luck! read more

Just dumped my wave today. They changed the billing and I kept getting past due. I guess they want you to pay for your services before you receive them. I kept getting a bill for 600+. They disabled my internet and phone for over 10 days because I did pay with my bank electronically and it hadn't posted yet. They finally restored my internet but my phone has not worked since the end of September 2019. I noticed I was credited for the days on my bill BUT I WAS CHARGED A 35.00 FEE TO RESTORE MY INTERNET. My husband tried to return the equipment and of course they address for an customer service office is harder to find than a needle in a haystack. Hate this company. Internet never worked correctly either. read more

I don't see why they have so many negative reviews. We have had Wave for over a year until we recently moved and I loved the service they provided. My favorite part about Wave is that their is no contract so there is no commitment to them. It's worth a try. They are very reasonable. For $100/month we got 2 cable boxes, 1 TiVo, unlimited internet, and a house phone. There was one time I complained about them via Twitter and a customer service rep contacted me asking how they can help. They ended up negotiating with me and I was happy. Overall, I would recommend them and give them a chance. I was happy with their service and I hope they continue to get better reviews. read more

Horrible costumer Service at this store. I went to get my updated digital boxes and the lady who "helped" me was the worst person that has ever helped me out with something. Starting with every question I had she answered in a sarcastic mode with a sarcastic smile. anyway... after deciding which box I wanted (@$12 box), she went to get it, then I asked how much was the one that followed that one in quality and service and she said $5. Then I was confused because the one I had originally picked was not better than this other one and when I asked her she said "well we have some promotions with this one"(with a "tone" like I was supposed to guess). Isn't she supposed to offer me the promotion before I pick one?. I had other concerns with the pay per view and I told her that when I called they couldn't help me and she said "well I can't either" read more

I just spoke to the rudest, most argumentative representative "Mike" ID# 41778. He was rude, argumentative, stubborn, and immature. I felt like I was talking to a teenager. Every time I asked a question, he came back with HIS question--that had nothing to do with my question. After several times, I gave it right back--I started repeating my question, and ignoring his. I asked him for his name, and he said it nervously. I don't even believe he gave me the right one. Then I asked where his department was located. He ignored me and repeated his former question. I asked again, after getting a little pissed by now, and not appreciating his argumentative, dismissive attitude. I asked him how to identify him, and he repeated again, that he did not have to reveal his location. If you notice, I did not ask him for his location. I heard him the first time. So I asked him "...then, how can I identify you and this call." Again, he kept being argumentative. I asked him for anyway to identify him. At this point he is now interrupting me and talking over my voice. I had closed my account in early March and had a large bill and was trying to find out why. I continued asking the same question while he continued repeating he didn't have to divulge his location. At this point I wasn't asking g him for his location, but if he would have just shut his argumentative mouth and open his ears, he would have heard that I asked him several times: "...then how can I identify you, and this call, which by the way I think sucks!" I kept asking him "any" form identification. I let him know that I would be speaking to a manger, at which point he finally offered his ID#. What a complete jerk!! read more

I am so disappointed with Wave Broadband that I am compelled to take the time to write a review. Four days ago I attempted to update my email password. The result was that my email stopped working properly, that is, I am no longer receiving incoming email. In addition, I have experienced a variety of cable TV issues resulting is interruptions in viewing cable TV programs for minutes to hours and necessitating several visits to my home by Wave technicians (which requires I be home for half a day). But back to my ongoing email problem. I called Wave customer service and after waiting on the line for TWO HOURS I was connected with a customer service representative who couldn't fix my problem. Instead, he opened a "case" and referred my case to their technical group who would call me back in 24 to 48 hours, that's right 24 to 48 HOURS!! I am still awaiting a call from a Wave Technician and I still am not able to use my email. I rely on email for both professional and personal business. My email hasn't been working for FOUR days!! I find it incredible that what I think should be a simple fix to restore my email has already taken FOUR days and it may take another day or two based on what the Wave customer service person told me. This situation leads me to believe that Wave is understaffed AND lacks the technical and business knowledge and capabilities to run their company. One last comment, if you experience cable TV service disruptions, be sure to ask for a credit on your bill. Money is what is most important to corporations and the more money they have to give back the more attention the problem will get. I encourage all Wave customers to speak up! I am not comfortable putting my full email address on Yelp. I have already spoken to Wave customer service twice about this issue. As of today, Wave still has not corrected the problem. I am actually on hold on Wave's customer service phone line as I type this message (I have been on hold for 30 minutes already). Yesterday I was on hold for over an hour and never got through! Wave sucks. read more

After some ancient-modems trouble, I brought the gear into Wave in Concord. Tabitha McIntyre got me the new modems, then went over my bill. She knew exactly what was what, and has now saved us some real money. She outlined options, and knew about alternatives, such as streaming. I enjoyed talking to Tabitha and benefitted from her professional skills. Big companies are not always perfect, but employing nice, well-trained, knowledgeable people with whom one can interact personally makes everything better. (Wave telephone tech support has been responsive and patient, and we should remember that those techs are not the cause of whatever problem leads us to call them, although they are often the solution). Advice? Check every six months for better deals; make sure the hardware is up-to-date for the services you are paying for. read more

Booooo!!! had Wave installed 3 days ago in Martinez. The internet goes out every day for hours and I have to call and reboot which takes 20 plus minutes. No internet during superbowl now. read more

While I never visited this location, and customer service is relatively good, I just got off the phone to the company telling me they helped me out for lowering my bill from $160 to $100. While normally this would be fantastic, I only have 12 channels, HD box and internet. That's it. 12 channels for regularly $160?!!! Are you nuts? This is ridiculous. $100 is too much and apparently this is the best they can do. It's a sad day when Comcast is cheaper. read more

Don't Do It !!!!!! You'll never get the speeds your paying for and your price literally DOUBLES after the promotional period! On top of that, as others have noted, they're impossible to get ahold of. The wait times on the phone are over an hour ALWAYS! And their website loses functionality constantly. read more

Omg I just had the worst call ever with wave a service agent by the name of Veronica couldn't answer a simple question which made me so Frustrated and I have not even received service yet for my new install my service tech was at my door however my neighbor wasn't able to stay for the whole instal the tech said that he would not be able to stay so the tech advise me to call in and see if they can reschedule him to come back today. So I did. The customer service agent kept stating I was confusing her. I just asked can he come back or no. Like simple question. If he could fine if he can't that's ok to I could call be for another day. I asked to speak to a supervisor after explaining the issue multiple times. She put me on hold and never came back to the phone to even check on me. I used to be a Quality assurance supervisor in a call center and that call would have been failed in many ways. I was having a good day and was ok if it tech couldn't come back. That call with that customer service agent has me drained and frustrated. read more

Please stay away for these people. they are going to give low rate and the minute the promotion ends they are going to charge double the bill.They wont inform you of any changes so that they can keep taking money from your bank account.PLEASE STAY AWAY read more

I don't like to yelp my first one. but this company sucks, raised the price ridiculously if you can go with someone else do it even if you pay a little more NOW. THEY WILL NEGOTIATE WITH YOU AND LOWER PAYMENTS FROM JACKED PRICES TO ABOUT 20% more then the SO CALLED NO CONTRACT and take away some tv channels... you are capped at how much data to use . my primary resident I have Sonic 1G $69 (inc all taxes) with phone line which i never use for last 4.5 years same price no contract never raised price and wave presented them selves the same way once this stay in place is over ( I dont want any one going in the house with equipment and stuff Parents are elderly). If I wanted a contract and keep trying to negotiate once a year I would go with comcast Xfinity .I signed up for this to save a little $ but for almost $200 a month for a 250mb and only local TV ( about 20 channels that includes HD and analog) but if i had xfinity or any other provider based on the jacked up rates xfinity if much cheaper. read more

Worst service imaginable, they don't show up when they say they will and when they do they are incompetent. Then you have to call them back, hold on for a very long time and wait for them to come back out. They used to be good, now they are horrid. read more

Over 50 minutes on hold twice as long as I was told. The tip is don't use Wave.

For the past month, I have been unable to view the Netflix App using the TiVo box. Logged a technical support ticket with Wave a week ago. Wave said they already know about the problem (?!?!) and are waiting for TiVo to fix but have no idea when a fix will be ready. According to the technician a new code will be sent to the TiVo box. Just have to wait. This level of service is not what I would expect for the nearly $200 per month I pay. I also contacted TiVo and Netflix and they are not concerned either apparently. So I'm feeling stuck in the middle. read more

We had Astound when they first came out years ago and were delighted with them. After moving out of their area and then back we finally escaped from AT&T and signed up with Wave. I am so incredibly disappointed. We don't watch much TV so I don't even know how good that is, but after six weeks with the worst internet ever we are looking to change again. I am right now on hold for customer service again to try to get help, and again I am on hold for more than 30 minutes. I usually end up hanging up after 45 minutes because I work and can't spend the whole day on hold. It's as bad as Comcast for customer service read more

Wave has become Comcast Junior. Previously my local and HD channels were included in my package. Now they're passing this scam and saying I was lucky to have had this for free for the last three years. BS. One account sure, two accounts maybe bug less likely, every single one of my neighbors, total BS. And so we are read this BS script that we were lucky to have it and now it's $70.00 more. I'll be quitting wave just for the simple fact that they have lied to me. Customer service has gone down the drain. I'd rather be with Comcast or AT&T. read more

After years of being customers of WAVE/Astound I'm thinking of looking for a new cable company. I waited on hold 1 hour and 7 minutes for customer service and no one answered. This is my second call regarding billing and services. This company always had the best customer support but sadly I think things have changed. I have now sent an email which will take 2 days for an answer. My bill goes up $100, most likely because of a service contract. I can't access them thru the internet as they now want to update the account which I need a pin # for. I don't have a pin number that they're talking about. Call this number.....but no one answers. Very frustrating!!!!!!! read more

Gone is the good, friendly neighborhood ISP and cable company that was Astound. Apparently the Wave corporate takeover is complete, and now it's a big, impersonal corporation making decisions for the corporate benefit, forgetting about customer service. I cut the cable over a year ago but kept Wave as my ISP because I had been happy with it AND I've had an Astound email address since they came to the East Bay. I've had problems with my wireless network since I installed a replacement router months ago - with no resolution after several techn support phone calls. Some of my "wireless" peripherals are dependent on ethernet and usb connections. That's really annoying, but it's just easier that way. Now they have a "new, improved" billing system. Maybe for them. I didn't notice that I hadn't received bills for the last couple of months, just some friendly "reminders". It took about 5 phone calls to their toll-free phone number to get to a human who informed me that I had been put on paperless billing. I didn't put me on paperless billing because I need paper bills for business tax deduction documentation. They unilaterally made that decision. Not OK. Then when I asked for the bills to be mailed to me, they tell me it will cost ME $10! NOT OK! I worked it out with the customer "service" rep. Then when I wanted to make a payment by phone, I was informed that it would cost ME $6 to do so! No thank you! It's clear here that the theme is to close local offices with real humans, use sub-par equipment, understaff customer "service" phone lines, charge for replacing paper bills which were turned off withOUT permission, and charge for paying bills with humans by phone (bill paying regardless of method is a behavior they should want to encourage!). Just like the other big corporations. Sad to see you go, Astound. You were a good neighbor. Might be time to say goodbye to Wave..... read more

Wave Broadband has gone completely downhill as far as Customer Service goes. The tech support on the phone basically refused to help me when the internet isn't connecting through my TV anymore, went to the actual store to ask questions to see if they could tell me how to fix it but they have no clue and clearly don't care, called Customer Service and was told a tech could come out for $60. And they have continued to raise their prices, sometimes every few months without telling you. Sooooo disappointing! Looking for a new company for internet service. read more

WAVE PROBLEMS: I have been a WAVE customer for quite a while. I have basic internet & TV. My fee for these services are $29.95 with discounts. WAVE charges me an additional $131.17 for internet & $14.81 for Cable TV. I get local stations, no movies, or additional services that I know about. My internet services are normal no special sites. I only spend 1 hour a day on the internet. WAVE BILLS ME $211.40 PER MONTH. I went to their office (you can't get them on the phone) and the woman was useless. She didn't try to solve my problem, she said that's what you subscribed too. I didn't. You can't get anybody on the phone at the MAIN NUMBER (1-866-928-3123), it's so bad they have signs in their Treat Office about bad phone service. The Treat Office isn't much better. WAVE is a RIP OFF!!!!! read more

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. read more

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? read more

i called wave to cancel services because their new prices were outrageous and they made it right. i decided to stay with them. thank you wave. good customer service. read more

Wave broadband is the worst internet provider. Tried three times toget help and could not get anyone . Finally, after 1 hour and 15 min I got someone. They are always going down. Quit then and went to xfinity. Turned y modem in and at the office 4 more come in with their modems to turn in. How do they stay in business? read more

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. read more

I started with them when they were Astound but now, WOW. The rates are through the roof and go up every year. Most of the channels we don't watch but have to pay for anyway. I was told last month that I had to come in Saturday and see what specials they can give me to lower my rate. Every year you have to do this. If you can lower the rate just by having me come in and bargain, why don't you just provide decent rates in the first place? Last year I got about $100 off but by the end of the year these little jumps that happen now and then have me back up to a ridiculous price. I have Hulu, Amazon and am going to sign up for Netflix and drop Wave down to just local channels. Everyone has HD TV's now so why do we have to pay for regular tv, why not just digital or HD? The Tvio box I have is ancient and yet I pay the same rent as if it were new. read more

I can't even begin to describe the amount of terrible interactions I've had with every facet of this company from their employees to their actual product/services. They willfully pushed me into the arms of their competitor with their incompetence. But hey... at least my internet works now? read more

I tried to cancel my service, had to wait over 2 hours on the phone just to reach someone and cancel. Next time im just calling my credit card company and saying block all charges from these SOB's. read more

For the last 2 days our cable has been freezing up the tv picture. Also, a notice then appears on the screen we don't have service. Day 2 and all the channels say the same thing. Today I called WAVE and was told the wait time would be 20 minutes. After an hour wait a customer service person came on the line, said hello then the call got disconnected. Really! This never would have happened with Astound. read more

This is so ridiculous! Just talked to a representative from Wave. This past week I no longer get Bravo. There are basically two shows I watch and they are on Bravo. She told me I no longer get Bravo and if I want Bravo it is $64 extra a month. Are they crazy? Who in their right mind would pay an extra $64 a month to get one channel. Please complain if this has happened to you too. It is high way robbery that they take advantage of customers like this! read more

so yesterday we call astound to let them know that out cable wasn't working right. All we wanted was to have someone come out and check it out for us, but we had this genius on the phone who thought he could fix it over the phone.....well and hour later and all this genius did was nothing. I dislike this company and their customer service. Truly sucks. read more

Waietd 45 min for Support on the phone then gave up. I had to reschedule my installation and my online credentials had been deleted by WAVE (in error) so I couldn't login online. Tried again several times to call Support. If you say Cancel Service or Tech Support, the line goes dead. I then tried PAYMENT and I immediately got through! So try that next time you need to reach Support, say you want to make a payment - NO WAIT! read more

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. read more

Wave fails to offer viable programming and falls short of providing basic service. For example, after watching multiple NCAA football playoffs, the championship game -playing right now, is not available. It's no wonder college viewer ship is down. This not the first time, either! read more