Poor service. Sound goes out several times a day. Computer speed, we have highest, not best or fast, their email server SO dated. You have go on when full and delete one by one. What systems today don't have "delete all" selection? Astound Broadband,that's who. Our TV remote went out and we asked for one to be mailed to us. Of course, they suggest for faster service, stop in to store to p/u. We can't get out there with work schedules so we asked them to mail. It's been week and half. Really? From Concord to Walnut Creek, They say it was shipped next day but I doubt it. It would have been here by now. Do read all ratings before purchasing their service. First chance we get free we will find another company. read more

when my mom first decided we needed to change our internet provider, she thought wave would be a good choice simply because she got a flyer in the mail that tricked her into false promises. granted, it's her fault for not fact-checking the company, but most people don't fact-check anything these days anyway. on the day they were supposed to show up, they didn't even knock on our door for a simple "hey, we're here," or even to ask permission to look at our phone line or electrical system. they just decided to poke around in them. to me and my brother who had no context of the situation, it looked like they were robbers trying to cut our electricity, so naturally we went outside to say "hey, f**k off!" then after getting them to leave since they basically had no permission from anyone in the house to do what they were doing, my brother and i had to take initiative and look up the company online and guess what? 90% bad reviews of how overpriced and scummy they are! don't trust these people. other companies may also have expensive internet, but at least they have common f**king decency and don't weasel around your property. read more

Wave Broadband has new owners who are treating 20 year customers like they are scum . The Wave DVR is a refurbished Cisco machine which lasts 6-12 months then fails and has to be replaced so you lose all your recorded shows. For years I've been able to call the customer service line and receive prompt customer service. No more. Every time I call, I wait on hold 45 or more minutes just to find out why my service has gone from expanded to basic after 20 years with no notice. I've lost more than 50 channels and I have been shocked by the lack of customer service provided by the new owner SF based private equity company TPG Capital who bought Wave last year in a deal worth $2.36 billion. Wave joined with RCN Telecom Services, which TPG already owned, to form a cable and internet service provider that spans large parts of the nation.May 22, 2017 based and run out of New Jersey. This may be typical of East Coast best practices but will not be accepted here in California. The Customer Service will not answer questions about ownership and then talks around the issues reciting the same script. read more

The worst cable company I ever had!!! Bad costumer service, poor reception quality, very expensive service just for a few tv channels. You call them, they promise you something and never happens!!! read more

I do recommend WAVE. INternet began to degrade. Called customer service and they figured out the problem in short order. Agent/rep was very nice and helpful. Also had problems with DVR. THey fixed that also!!! THANKS! read more

I switched to WAVE a few years ago, after being fed up with "the other guys". One of the biggest reasons I switched was customer service: my previous provider treated customers horribly. WAVE advertised specifically that they had better customer service. They were good at first, but after I upgraded my service to a premium package, the quality dropped dramatically. I've had connection issues that require calling in. The wait times were significantly longer than before. The knowledge of the tech support reps was limited. The customer service people were not service oriented, and in some cases rude. MOST RECENTLY, they changed their online portal. I can't log in to see / pay my bill. You need to create a new account. In order to create a new account, you need your account number and a PIN from your bill - which is online, which I can't access! I've been calling for over a week now. No matter what time I call, you get a message that says they're experiencing "high volume" and the wait is longer than 20 minutes. I've waited more than 30 minutes three times so far and can't get anyone on the phone. Once I was even disconnected. What's next? I'm going to get a late mark on my credit report - for a situation THEY created??? I'd SERIOUSLY consider using another company. I'd switch - but I can't get through on the phone to cancel my service!! read more

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. read more

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. read more

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 Yelp reviews and read the complaints on this website about this company. Then make up your mind, enter at your own risk. read more

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! read more

If only I could give this company negative stars... Attempted to sign up for service to get out from under Comcast, website said my address wasn't serviceable... I reached out to them on Twitter and they opened a serviceability request for my address in Martinez and came back to tell me that my address was actually serviceable. A rep called me and we setup the install and I PREPAID for the service... Install day comes, I take off of work for the day, no one shows up... I ping Wave on Twitter again only to be told "oops" my address isn't actually serviceable and to make matters worse they claim someone called me to tell me which if course never happened. No one called me to tell me this so now I have burned a day of PTO for no reason, a day that I can't get back... To notate my account to say someone called to tell me my install can't happen and claims to have actually spoken with me when no one called me and I certainly didn't speak with anyone about it, that's about as low as you can go... read more

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. read more

While the bill is lower than other companies, the service is non-existant. Can't watch anything online, streaming drops every 15 minutes or so. Worst cable service. Hoping Comcast has another deal soon so we can leave Astound. read more

Why didn't I dump AT&T and Comcast sooner? With Astound ( now Wave) I get better service, more TV channels ( including Universal) and unlimited domestic phone service for a fraction of what I was paying before. My experience, both in person and on the phone with customer service has been excellent. Internet speed is the same as AT&T. So far I am very happy with Astound/Wave. read more

This company started with heart. Back when it was Astound, they had great intentions. Just terrible implementation. And crappy equipment. That was a real sore point. They shoved these HORRIBLE Scientific Atlantic cable boxes on their poor customers, and thought it was funny that they broke down so often. From the horse's mouth. Back when their technicians were competent - and honest. The only reason I stayed was because the technicians made an effort, and the "other guy" (Comcast) was just plain evil. Well, now Astound has become Wave - and they have joined the dark side. Today was a record - I made about 8 phone calls, encompassing almost 2 hours of wait time. All for nothing. Always "There is a longer than average wait time of 20 minutes" robo voice. The last one at 11:25 p.m. Seriously? This company has gone to crap. The service has dwindled, the prices keep rising for no reason whatsoever, they regularly practice bait and switch, and the channel lineup is nothing to brag about. Their current crop of technicians are clueless nitwits, and the way they treat long time customers is appalling. Guess they don't want people to stay. Run like HELL in the opposite direction. And by the way, the "social media" tech responding to earnestly to these Yelp reviews is probably not a real person. I'm sure all these Yelp reviews go straight to their shredder. Time to speak with our wallets and spend our money elsewhere. read more

Beware of Astound! I had so many problems with the internet and cable I literally had them out at my place about every 2 weeks for a year till I said enough is enough and went to AT&T U verse, which now I have zero probems with. After I canceled my service and had already payed the last bill, I find out maybe 3 months later they had billed me for something, and I find out through a collection agency! I called 1-800-4-ASTOUND and paid the remaining balance which I should have fought because I already paid the last bill, but didn't have time nor want a collection agency coming after me messing up my credit. Another month goes by the collection agency is still after me, so I call Astound customer service and they have NO history of me ever paying the bill, even though I have the PROOF on my bank account statement showing I HAVE paid, and their automated system says my balance is ZERO! Yet the customer service reps say it does not show them. I am still currently fighting this problem and now face this ruining my credit! AVOID ASTOUND AT ALL COSTS! read more

Went in to exchange my grandfathers malfunctioning DCT. Service was awesome, friendly, and efficient! In and out with a new DCT, HDMI cord, and instructions for installation in record time. Great location with employees who wanted to help. read more

The guy at the store located on Oak Grove was horrible today! He was so unfriendly and could of cared less in helping me. Definitely had an attitude and obviously needs some guidance when it comes to customer service. I walked over to the Verizon store and the guys were so friendly and were willing to help me. They made a comment they have heard other customers complain about the guy I had to deal with today at the astound/wave store. read more

terrible technical support. trying to reprogram my remote, can't get the remote into setup mode. they say as long as it works with the cable box they don't guarantee it will work with any other devices. i said your instructions don't get the remote into setup mode, therefore it must be broken or your instructions are wrong. they refuse to assist, won't replace the remote. they will change me to make a service visit but won't guarantee they will fix the remote. brutal. hate these guys. read more