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

Five starts to my technicians Jim and Derek,they did an OUTSTANDING job on my internet installation,they are very professional and efficient,happy customer here,I'm happy with the connection and speed of internet,it's lightning fast wow!! read more

I got hit with a fraud issue that's been a nightmare to deal with. Asked to do a payment arrangement while I deal with the situation. Living paycheck to paycheck as I recover my finances from this initial covid nightmare. First lady was very nice helpful but gave me very wrong information. Told me I would be fine until the 30th, was not true, it was capped at the 18th. They forced me to have to borrow some money and even charged me $40 to bring the service back after their own mistake. Still dealing with said fraud issue, try again to do another arrangement and mentioned the previous grievance. They said I had until the 2nd, even states it in the letter they send me, wrong again, it was the 30th and shut me down on the 1st. Charged me another $40 to bring my service back. Asked for a 3rd time, since I will be fine again after a week on recovering from said fraud issue. They are penalizing me for not fulfilling the previous 2 arrangements that I made when it was their own misinformation on the longest possible extension date. Not a very nice way to treat customers. I would rather the honest truth, rather than giving me lies/misinformation and dinging me with fees and penalties. Once I've fully recovered from my situation I will definitely be leaving. Very disappointed that they would ding me for their own mistakes 3 times in a row. read more

Wave is very expensive! Data allowance is a joke really and at the end you are paying 2-3 times more than with other ISPs in the area for the same quality of service and bandwidth. I've been Wave customer for a long time, but because of the pricing issues I had to migrate to Comcast and not planning to go back ever. To comment on Wave's response, here is a simple example: let's take 100mbps plan. It has 400Gb data allotment and as Wave says "Only our heaviest internet users will be affected by our data transfer policy.". Well, watch 70 hours of 4K video (I.e. less than 2.5 hours every night) and you are over the data allotment and getting hefty charges. I'm very glad it's over and my family can watch Netflix series without hefty internet charges out of nothing. read more

Was fine as RCN but now a disaster as Astound. My 400Mbs plan rarely delivers above 40Mbs and often much less. Oh yeah, they increased the cost by nearly 50% after the Astound acquisition. Plus a web site that doesn't offer modern approaches to customer service (seriously - only a phone number from in internet provider? No chat or even email help? Almost comical if it wasn't so annoying). I dumped Comcast for these guys because I didn't think I could do worse. I was wrong. read more

The website is horrible to navigate. I can't even think of a website that has given me more frustration and useless information. They have NO way for you to contact them electronically and just keep pushing you around in circles when you try to use "customer service". Horrible service and very expensive. Wave was better before Astound took them over. Will be looking for alternatives after using this service for over 10 years. read more

Install tech and new service reps lied. Disappointed. 1st time customer. Forced onto Astound at new rental condo. Intermittent connectivity. Mayhem in being able to provide consistent and accurate information. 1) Install techs stuffed me with services--said my current modem-router wouldn't work even though it worked 24 hours prior at the old apartment and lied that my coaxial cable wouldn't work despite a very short distance and needs for a 2-bdrm condo. 2) Install techs and phone rep during time of install didn't give the me the new customer promotion nor present all of the options. The price for 600mbps was so ridiculous that I chose 300mbps so as to figure out options later rather than in the midst of install and moving chaos. Apparently, I am ineligible for new customer discount because of what I was coerced to take over the phone during installation. 3) Intermittent connectivity. No kidding. My family has experienced dropped connection several times a day some days. 4) We don't consistently get 300Mbps speed...so if they allegedly offer higher speeds, why can't they at least deliver 300? 5) I get different answers from each person I speak with except the consistent one that I am not allowed to have the new customer promotion despite being a new customer. SADLY, LIKE AN ABUSIVE BOYFRIEND, I can't get out from Astound unless I break lease on my new rental condo. read more

This review is in regards to Wave Broadband and the representative and technician I dealt with. I received a flyer with the contact information for the local wave representative in my area. His name is CLYDE ARAGON. I called Clyde to talk about getting cable internet service. I ended up ordering 100 Mbps cable internet. When the technician arrives at my home, he says it was ordered for 500 Mbps. I clearly stated to Clyde that I wanted 100 Mbps but during our conversation when he was trying to sell me on 500 Mbps. That was Clyde's first mistake. The promotion included free installation but the technician (first name was Manual) did not want to go into my crawl space to run cable wires. The tech ended up saying the only way he could do it was to run a new wire from the outside and go in through another entrance to my home (clearly a lie). I told him I was not interested in doing that since we already have existing cable wiring in the home that we can use. He also told me that my modem would not work with Wave even though I had inquired about that a day before and a Wave representative told me it would work. He kept trying to get out of having to do some real work and eventually left without installing the service. I spoke to Clyde Aragon again and he was acting very unprofessional. He was communicating through text message and continuously making grammatical errors that made it difficult to understand what he was saying. He scheduled another appointment for me and then changed it an hour later, and then changed it again a few minutes after that. He incorrectly tried to explain technical aspects of the installation to me. It became clear I was not dealing with a competent representative that had integrity or believed in customer satisfaction. When I was finally fed up, I asked for his manager's contact information and he refused to give it to me. Both Clyde Aragon (Wave representative) and Manual (Wave technician) make Wave Broadband look like a terribly disorganized and unprofessional company. They have lost my business. See text messages below. Clyde is in grey colored writing and I am in green colored writing. read more

Astound | Concord - This photo is the first part of the conversation. Very unprofessional and terrible communication from Wave representative. - Internet Service Providers Near Me - Concord, California

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RUN from WAVE! First of all, say a prayer that everything runs without constant interruptions & failures. Don't believe them when you THINK you have a fixed monthly bill. Your bill will skyrocket out of the blue, without warning. The latest drama is they charged us an "INTERNET USAGE CAP" WHO DOES THAT!!!??? Now my bill is just shy of $600.00. I didn't think any company could be worse than AT&T but WAVE takes the cake! Leaving WAVE & never looking back!!!!!!!!!!!!! read more

Jessica is great! So helpful with every detail. Took time and was very thorough with my account. Do appreciate her and this office!!

I read all the reviews and was sceptical at first. From scheduling to install the service has been top notch. The installer went above and beyond and ran a complete fresh cable directly to my modem and walah, 969 speed. Keep up the good work. read more

We've been Happy with wave for 3 years! First it was a promo and then regular rate . But I think all internet providers do that. To me they are the fastest and affordable too. Att is slow, Comcast gets pricey later , but fast. Wave is just right , speed and price . There's mix reviews, sometimes there's glitches but we just call and yes sometimes it's busy but it's understandable. We always get what we want. Sometimes the glitches happen because of their modem and router . If you get your own you will save money! read more

Astound Cable was great! Wave is horrendous!!! The time on hold is unbearable. I've called three times to reschedule an appointment that Wave was 2.5 hours late for and had to hang up each time after an hour wait. I see Gabrielle from Wave will respond and say she is sorry and they are working on improvements. This is obviously nonsense! I would change providers but it is a hassle and we have had our astound email forever. I remember when Wave gave special service if you had all three services with them. Right now I am just passing 45 minutes on hold. I am so tired of hearing the guy tell me about how to fix if my internet, phone or cable service goes down. Gabrielle please give me a break and do not respond to this email. UNBELIEVABLE!!!!! read more

A huge shout you to Juan D for doing an amazing job upgrading our equipment and WiFi at our house. He's super cool and friendly! Very professional guy! Thank you Juan for being a rockstar! read more

"Hello, Bob! Thank you for sharing your recent experience with Astound Broadband. It's our goal to provide affordable service. I understand you have some billing concerns, and I'd be glad to look into this for you. Please private message us your full address so we can locate your account and review things together. Thank you for being a valued part of the Astound service family! -Jackie" This is astounds reply. Of course they don't address the problem of having to spend much precious time calling and messaging after they raise the cost of your service over and over. They encourage auto bill pay because then you might not notice they are all of the sudden charging you more. This has cost me hundreds of dollars over the years. Terrible company. read more

Keeping their system up and running is a challenge I just don't want to face anymore. Sitting here on a Saturday morning at 1100...waiting for my 0800-1000 service call to arrive. I need to be on the road to head to work in 30 minutes. Oh. Forgot to mention, I scheduled this 8x days ago - the soonest they had a service opening. Life is too freakin' short to deal with Wave. Oh the Sequel. I'm on the phone to ask if the service person is actually on the way - it's been 12 minutes on hold. I'm pretty sure there's one overworked person answering all the calls. Gabrielle, and how do I do that? You guys have my phone number, you have my email - you know where I live. Might be easier for Wave to contact me... read more

We have been with astound/wave for 12 years and are so thrilled with our service. Wave has worked hard to ensure we have uninterrupted service. They have worked with us continuously to ensure we have quality service at quality prices and we cannot recommend them enough. We don't have cable, but we do have one gigabyte internet service and it works flawlessly. Now if we could get rid of PG&e and get solar our lives would be so much better. I would recommend Wave to my mother if she were alive today. read more

After closing my account with them I dropped off all the gear at their office. I seemed to be missing a power plug so I gave them some cash for that and closed out my account. All good! This last week I have been hounded by debt collectors for $15 ... phone calls at work every hour... garbled messages about suspending my SS number ... what the heck! Well ... there is 10 years of good will gone. read more

Ahhhhhh, the ole BAIT AND SWITCH!!!! This is a full disclosure warning for anyone planning on changing to Wave. DON'T DO IT!! Been with them less than 2 years and my rate has gone from $29.95 to over $56!!!! Their response was "well, you're not on contract, so we have the right to change the prices." I have never dealt with less compassionate, rude people in my life. Customer service means ZIPPO to this company. I have also never been with a company with more tricks and lies up their sleeve just waiting to pull out for their next victim. HEY WAVE....THERE'S A REASON TOURE LOSING THE INTERNET GAME! Try listening to your customers' complaints! (Now I'm going to at and wait for "Gabrielle L" to respond....) read more

We are trying to watch a movie as I write this and it gets interrupted every 2 minutes to buffer and load. It has stopped over 20 times while we are trying to watch this movie. Also, whenever I make a FaceTime call to a friend, they always say that my connection is bad, it is always laggy and the sound does not match the video, and I have to end the call because it is such poor quality. Very irritating and frustrating when you just want to talk to a friend. read more

Follow up on my review from over two weeks ago. To summarize: In March I was paying approximately $176 per month, which then transitioned to $230 per month in April. I spoke with a customer service agent who then offered me a rate of $199 not $179 that was agreed upon one month earlier. I then asked to talk with a manager but never did receive a call back. An Customer Advocate did reach out to me and then stated the lowest rate would be $237 per month. Take my advice do not talk with a Customer Advocate; it is a trap! =========================================================== My Wave monthly rate increased considerably in February; I called them and received a cheaper rate in March - a special rate good for a year I was told. The April bill came and my rate increased over $60 from my March special March rate. Contacted a Wave representative and was told there were no notes on why I received the lower rate in March but she could see the dollar amount. The best they could do is issue a new special rate but at a higher rate than my March special rate. I asked to speak to the manager and was told that a manager would call me back in 24 hours. read more

Beware of prices changing however the reps desire. I've been a Wave customer for over a year. My first year, I was charged $40 a month for internet, had 3 people living in my home, all streaming and never had any "overages." After a year of service, my bill automatically shot up to $96, more than double what I was paying. I went into the retail store to question this and the person changed my monthly rate to $53, in a matter of minutes. I was impressed, that seemed easy enough. However, when I received my next bill, it was for $63. I called to ask why and was told it was more because of overages. At this time, only 2 people have been living in my home. I don't know how 2 people can cause an overage when for over the past year of service, 3 people never did and my bill was always a flat $40. I was then told by the phone rep that for $10 more a month, I could have unlimited. I explained that I'm not going to pay more for the same service I was previously receiving. It honestly seems like Wave just changes the price however they feel like. The rep asked what I'd like to do and I said even though I hate Comcast's customer service, I'll be switching back to them because at least their billing is consistent, and that is more important to me. The rep didn't seem to care and that was the end of the conversation. I'm not one to take the time to write a review, but I'll definitely be letting everyone know about my experience and to consider with cation before using Wave. What I thought was going to be a good service ended with being frustrated and disappointed, not including the inconvenience of having to change internet providers now. read more

Shady business practices. I was on the 250Mbps plan and paying $10 to double the data cap to 1TB (don't listen to their marketing high-jinx trying to hide data allotment as not being a data cap); for $89.95/mo. Meanwhile, they have 500Mbps plan with a 1TB data cap for $89.95/mo. They've been screwing over customers with 1/2 the speed. read more

So disgusting......i will never use them. Customer service is the worse my bill came over $100 more causing payment to be over $200 they said it is my responsibility to know when "promotion" expires in the times we are living I rather donate the extra. I do not need to watch tv! My IPhone does more than their measly product read more

I have never written a review before but then again I have never been so upset. I wish I could give a zero rating. I would not recommend anyone sign up for any services with this company unless you wish to deal with frustration. I cannot speak for the actual services being provided because I didn't even get service installed. I scheduled an appointment several weeks in advance and on the day of the appointment spent my day waiting patiently for the technician to arrive. The appointment window came and went without any communication AT ALL!!! Not even an automated message on the appointment day to provide me with a status. I wasted a large part of my day for NOTHING!!! After the appointment window had passed. I called the not user-friendly phone number provided a and finally after a period of time managed to make my way through the horrible phone tree options to get to an agent. They make it hard to get an agent. After research and seeming confused the agent checked and found out the technician was late and unsure when or if they would arrive that day. They said they would message the technician and either the technician or a dispatcher would contact me. Fast Foward 1 more hour before I get an automated phone call that the technician was on their way. When the technician arrived in the evening dinner hour they said they would not be able to complete the installation and would need to reschedule. Through conversations with multiple sources it was determined that several technicians called out sick and thus I was supposed to have a different technician that called in sick. The company obviously knew at the start of the day that they had overbooked for today btu chose not to EVEN COMMUNICATE ANYTHING AT ALL!!! I had to make all the effort to find out they weren't going to come today. When I called to cancel apparently they told me the installation was scheduled for a different date than their automated system said without notifying me of any change. The technician was very nice and I understand it was late in the evening and he would not be able to complete the work and he offered to reschedule however I am upset that the company made no effort AT ALL to communicate with the customer which is the worst customer service I have ever experienced. No wonder the 1-star reviews are off the chart for this company. I should have listened to the reviews instead of giving the company the benefit of the doubt. I am sure somone from the company is going to reply to this post and state something like "sorry you experienced this and we will try to do better". Unfortunately that seems like a cookie cutter response they have someone type. As I said at the beginning. I never write reviews but if I can stop at least one person from having the same experience as me then it is worth it. read more

UPDATE.....well,well, well, for those of you who were treated like criminals by "getting away without paying" here's proof of the agreement we had and went by. Moot point but when you're right YOU'RE RIGHT!!! read more

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

We had to reset our cable boxes a couple times a week to get all the channels we paid for. What a hassle to unplug the cable and power, wait 30 seconds, plug the power and cable back into the modem then wait 5 minutes for the system to reboot. This problem is so common these instructions are on the recorded phone message while you wait to tech support. We had numerous field tech visits to our house to fix problems. They had switched out equipment and never updated their records so when we closed out our account Wave showed us still having the equipment their field tech removed. As a result of this, Wave is charging us for the equipment that the field tech took!!!! Lastly, their prices have been going up. They will not give long term customers the rates they offer new customers. I spoke with Wave billing twice and they still will not remove the equipment charges. I am paying for their poor record keeping. read more

I wanted to love Wave because it came recommended by the building manager. However, I've noticed that over the past year, my internet drops all of the time. If you work from home, as I'm sure a lot of people do in this area, you can't afford to have your internet service drop every time you're on a conference call or giving an online presentation. I've called Wave several times and their only suggestion is to restart the modem or if I want to switch to another company, "I understand, do what's right for you." What?? I want you to fix the problem. There's no reason why the internet drops several times a morning (not even a day) and you have no concern to fix the problem. Also, I should mention that my modem is under the TV in my living room and sometimes the internet can't work in my bedroom. Wave is a sub par internet service provider with no desire to improve service and create service that is streamlined and consistent. I have internet tv through direct tv and it sometimes takes forever to load the channel guide and show the information because of slow internet. Then, I had a printer issue because it kept picking up the wrong IP address. Wave said that I should leave my internet off for about a week or something or call the manufacturer so that the IP could reset. What?? Luckily, I was traveling so I turned everything off and it seemed to reset. However, shouldn't Wave have fixed the problem? Why should I have to call the manufacturer or leave my internet off for a week!? Ridiculous. read more

I will just give it a 4 star since i have a modem from them, Then Started not to work but so on it is going well with internet since im the only one at home and Which 100Mbps is enough for but again if the modem didn't fail me then i will give them a 5 star. And lets talk about there customer service quality it is not the Greatest but at least they help a bit.For value of Internet which again is 100Mbps is great but consider of Upload speed it sucks which is 5mbps or 10 i dont remember but its enough for 30$. read more

I'm a current customer and simply need to ask questions regarding my bill. They canceled my access to my online account and make it very challenging to access. Tried calling and was on hold for 45 mins and hung up out of pure anger. Currently as I write this review I am now on hold for 1 hour and 2 mins. How does a Company think that this is somehow acceptable? How do they expect to keep customers when they have no idea what customer service truly is? I'm a loyal person but it's difficult to be loyal when a Company treats you in this manner. Gabrielle.... seems very challenging to send you a direct message. Please provide info accordingly? read more

I switched to wave from xfinity. My expectations were reasonable.... new equipment because Im a new customer, a quality installation, and internet that works. Ive now had the service for 2 months and its gone out twice, none of my wifi connected devices will reconnect, the tivo is outdated the way tivo was 10 years ago, the installation was poor quality, and it has gone out three times already. On top of that when you call for service the service windows are only available for people who are home all day, apparantly dont have to go to work, and I xant get an appointment on the weekend. See the pics to see how bad the install was. read more

Astound | Concord - Left the old comcast box wide open and broken. Thx! - Internet Service Providers Near Me - Concord, California

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If you have to call them for customer service expect a longer wait time then at DMV. Also there are dead spots in my House for Internet, have to a reset the modem every other month. Only good thing about them is no contract so it's easy to walk away from them read more

After being a Wave/Astound happy customer for about two decades, I'm sorry to say my recent experience has been dreadful. Email has effectively become unusable. I can't send emails except when using the rinky-dink web site (mail clients apps are hardly rocket science, but forget about using them here). On top of that, random emails to me get flagged as spam (based upon no consistent criteria I can see). On top of that, my outgoing emails are flagged as of suspicious origin by many of the recipients' email services. Customer service support is a total joke. The tech reps seem clueless as to anything about how email is supposed to work. Invariably I'm told they'll get back to me but there is never any follow up. The only thing that's saving this sad operation from being forced out of business due to their ineptitude is that the competition is also not well-regarded. If you sign up with Astound, DO NOT USE THEIR EMAIL SERVICE! Set up a gmail account or somthing similar. And then, I guess, pray that nothing else goes wrong. Oh yeah, one more thing. Plan to make a yearly pilgrimage to the Astound office to get your annual major price increase adjusted. read more

On Sept 1, 2021 Court TV was replaced with Sports Grid, no notice...... The guide still displays Court TV and the shows for each timeline, but no Court TV. I called customer service who could provide no answers, claimed Court TV is part of the line-up. It's now on the seventh day and no change, no Court TV. I see Sports Grid launched Sept 1.... Why not add the network vs replacing a popular show. At this time you can watch Court TV Free on-line, just no ability to record to the DVR. We're looking to change service. read more

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

i agree with Jasper review in january 2021. I have had Astound for probably 20 years and since WAVE took over Customer Technical support Service worthless and cost go up . I'm about to switch. I phone and get ticket #s but no response. For several months I am not able to send out emails on my i-phone except when i'm on my home wi-fi-- not on other wi-fi or LTE. Nobody knows the correct setting for iphone or computers. Final straw yesterday, GEEK SQUAD trying to transfer all from old laptop to new and couldn't do. Astound said my password was incorrect which had just been changed last summer. no ability on screen to reset. When i called Astound/WAVE tech support, he didn't know what i was talking about and offered to write and give me a ticket # Unacceptable!!! It's like Astound is from another world. read more

We have used Wave since it was "Astound", and we have always been impressed with the excellence of their service. They are always on-time, prompt, and very knowledgeable taking care of whatever has occurred with our TV, wi-fi, phone. The serviceman, Hernan, was unusually pleasant to deal with, and very informative. read more

Retail Sales Rep Madhuram Sangani "Mac" replaced my aging HD box with a smile. I asked about large increases in my triple-play rates over the past year, and without pressing him on the issue, he applied some promotions to my account, saving me hundreds of dollars a year. Now for a year I won't have to worry about rates again. Much appreciated! read more

RCN was super. Astound is a disaster in my experience. I am in day five of trying to break through their system and get them to change my modem for a building wide conversion. I have made fifteen calls so far and spent many hours hassling with them. The different parts of the organiztion seem unable to communicate with eachother. Cannot nail them down for a spcific appointment or for an appointment with the proper equipment. They tell me to stay at my apartment from 8am until 8 pm and then never show up or call to show up without the proper equipment. This all with the threat of no internet or cable as of November 1st and I need to travel. It is truly mind-boggling. I have been trying to project manage this work for days and am about to give up. Beware of this company! read more

The worst internet service, I had 100 mbps and speed test sometimes gave me as low as 6 mbps!! I canceled the PREPAID internet service in December and they sent me a bill in March asking for $175 as extra usage (even it was a prepaid internet for $35 per month!!) And when I called to get an explanation, they said they can not help as the service is not active!! So they want me to pay $175 just because they want them!! read more

I've been treated unfairly and in a sneaky way. Let me explain. My monthly Internet service with Wave was agreed a year ago for $45+/month in October 2020. I understood that if they are going to change my monthly rate they'd notify me in advance and then I could decide to keep their services or change to a different provider. That didn't happen. A few days ago I received my monthly bill for $85+/month due on October the 25th. So I switched my provider to Xfinity. What is the problem? First, I understood that my monthly service starts on the 25th and ends on the 24th of the next month. Second, I believed that I had been paying for my monthly service at the beginning of the month not at the end. Third, I trusted that Wave would notify me in writing of any forthcoming change in advance before they changed the rate. None of these happened. When I called to clarify my position, they responded that they are following company's orders. No apologies, no reversal of charges, no good explanation. Not a good way to build public trust and respect. I will pay them the unearned and unfair charge and good riddance. read more