For 10 months they were great. Then, dropping service. Daily. The "online support representative" said the soonest they could come out is 4 days later. I requested an escalation manager since I cannot go without internet access for 4 days and would never have signed up for the service if I had been told that support was that weak. I have to reschedule almost daily online meetings and as my AC thermostat, doorbell/porch camera, alarm system, garage door controls, solar monitoring...about 9 web-enabled apps in all including appliances...are lost when the Astound wi-fi goes down, I am feeling completely disconnected and forgotten by Astound. The emails they sent speak of finding me the best "offers, promotions, and incentives" to keep my business, but all I want is the service to work, reliably. I will give ATT a call tomorrow, the first business day after for 4 days in a row of dropping service from Astound. Internet / wi-fi is not like an entertainment system Astound. It's more like water, sewer, or electrical service. It's essential. read more

Since my last review my internet has gone down approximately 78 times... at the worst times possible. While working or settling down for bed. It's unacceptable at this point. I've done everything I can. I've upgraded my router to an eero(which I had to pay extra for) I've replaced my modem I've had a technician come out a couple times I had a resistance test done on the coax... nothing is wrong with my house or equipment... Astound is the issue! I can only expect that they fail to maintain their equipment or have failsafes in place so when something goes wrong the consumer isn't constantly suffering. Not only that, Without notification or change in agreement in writing, my bill has gone up several times. Reading all of the reviews on astound, it appears it's a widespread issue. Perhaps an FCC complaint will make executives take the vast amount of complaints more seriously on yelp, BBB and downdetector. read more

Astound | Rocklin - Multiple resets and power cycles- No connection. - Telecommunications Near Me - Rocklin, California

Today I had a tech Johnathan 28930# assisted in placing in a Eero-Wifi. Second call! For some odd reason the other tech Cody #tech 28043,yes he was professional, but not experienced in what I needed. He wasted my entire morning not even trying. I hope I was not charged!! I needed WiFi security for my Home Office and was sad that Cody came and went without actually looking in my office for connections or cable outlets. Johnathan did EXACTLY what a technician is supposed to do; check options, check cables and connections!! No outside wiring needed or expense. Johnathan ( new tech), went above and beyond!! Thank God a technician with sense was finally sent out. read more

After talking with Wave I am now feeling better. My first call where I was hung up on must've been an anomaly and catching someone on a bad day. Since then my interactions have been much better. I don't like the drastic difference in price between new customer offering and existing ones, and the fact that they will keep increasing price until you call to get a better one. Seems like an unnecessary practice to cheat customers into paying more. I am seeing AT&T market against this practice, but they don't offer fiber in my area I've updated my rating as the service has been much better. read more

Worst service ever. I have had DSL service that was faster and more reliable than WAVE. I pay for gig service but rarely get above 500. Anytime after midnight you get service interrupted constantly. If you complain they will reset your modem which works ok for about 12hrs. If you have a service call forget it, repairman will come out look at modem then tell you that reason for problems is neighbors connection is. slowing things down. You would think as much as they charge they could invest in new equipment. I guess the only thing to get there attention will be a class action suit read more

Update - it has now been over one year since Astound damaged my property and they have yet to remedy it. I have followed up several times, and they keep promising they will fix it. Why has this taken over a year!? read more

Astound | Rocklin - Telecommunications Near Me - Rocklin, California

Having problems with unstable connections for over a month now. Spoke with a customer service rep who could not have been more disinterested in helping. Other than following her script, she barely mumbled out her words like she was too bothered to even speak to anyone. We are paying for top speeds and I understand there may be issues but to have to speak to someone with a cruddy attitude on top of not being able to work from home is unacceptable. read more

Wish I could give less than one star. I have given then a shot twice in the past year. (AT&T is the only other provider and theIR connections SUCKS). THE SERVICE WITH WAVE IS WORSE THAN AT&T'S CONNECTION. I was told to come back for a $150 gift card. Over 4 months and still haven't seen it. Customer services says, " you'll have to wait a few more days to spend your $150 but wasn't able to to tell me how I would receive it or when. Couldn't provide any more support than that! You want bad connection and good service, go with AT&T. You want decent connection and TERRIBLE SERVICE, go wave. Those are your options here in Rocklin. read more

Been a Wave customer for 30+ years, very little issues and fast service when needed. Three weeks ago (when Astound changed from Wave), my email password failed. I've called FIVE TIMES to try and get my password reset. UPDATE: I received a call from 'Brent' from Astound. A very nice and professional gentleman that listened to my email issues and solved / reset my password. Email is back up & working. Thanks again Brent! read more

Well, despite the cheery-sounding response from customer service that you see above, Astound never fixed my account. Be forewarned that Astound finds nothing wrong with assessing a charge almost a YEAR after you cancel service and have a tech out to disconnect everything. If the tech forgets something outside, even though you don't live there anymore, Astound will charge YOU. Horrific company. Run. Hide. Write letters and snail mail them. Anything to avoid using this company. I can't tell people enough about my experience, and am happy knowing I've steered dozens of people away from them. Hope you're one of them :-) read more

Picked up equipment today as a new customer. My equipment won't hook up because it's linked to someone else. No help with customer service at all, Now I have to pay for a technician to come out when it's their equipment failure. Have to wait until they have an available appointment even though I have people coming tomorrow to install security. Customer service is horrendous. All they do is say i'm sorry but don't help. read more

Bad internet. Incompetent at every level. Bad hardware. Bad service. Unreliable connection. Low speed. Low data cap. Constant interruptions. Shady business practices. I actually have to move because my work is remote and they are the only provider and they have an incredibly high amount of downtime. I will literally get fired if I don't change internet providers because they are so bad at maintaining a high-speed connection. Yes, you heard that right: Wave is so bad I am being forced to move to a new city with a choice of a different internet service provider so that I don't lose my job. Bonus points: their website looks like it was developed by an intern read more

Can not get ahold of a living human being for tech support at all. Just an automated that will only give you the option to have a tech come out. Just wanted to know it there was an outage (there was). They also screwed up my autopay info around the time astound took over and forced me to only pay by bank aact due to "policy" I asked to speak to a supervisor and of course the call was droped while i was on hold. Only reason I'm still using them is because I literally have no other option for the moment, and they know that. The moment i have another option im taking it, even if i have to pay much more. read more

Been trying for months to get a fix for the service we pay for - we record shows on TIVO and when we pull them up to watch, they want to charge us $2.99 an episode (among other issues like slow service that requires turning off connections and restarting, just to watch Netflix, etc). We can't get through to Wave (busy signals, disconnects you) or the "fix" doesn't work. Last nite after an hour with technical support, a service visit was scheduled noon to 4. I call today and am told by some guy in Pennsylvania that it's an all day 8a to 8p window. I complain to a manager somewhere else on east coast who has aced customer Complaint Responses 101. Wave is worst ever...time finally to stream and drop the equipment. And I hate their "welcome back, Pam" robot. read more

Astound | Rocklin - "My Shows" on TIVO...I've watched Yellowstone thru Season 2, why at season finale can I no longer get my show? - Telecommunications Near Me - Rocklin, California

Horrible Everything!!!! Trying to watch regular TV or stream a show on any app they have as an option is pointless. We are lucky to get 15 seconds of a show before it stops to upload again for a minute or we are completely kicked out of the app and then the whole system is froze. We have called tech support many times and waited on hold FOREVER and they turn out to be NO help. When they have sent people out to our house (at least 20 times this year) it has always proven to be pointless because the problems only seem to get worse. For the amount of money they charge for services you would think that this company could figure it out and provide what they promise. What a waste of money and time. read more

The internet connection is solid but the customer and billing service is spotty. The voice menu system authorized a payment without my consent. The IVR or staff can't detect/provide outage details. I got billed twice when moving and it took multiple calls to find the right rep with competency. I really wish the experience was better. read more

This company has the absolute worst customer service that I've ever personally had to deal with. They're offering 300mbps for new customers for $20/month but make the loyal customers that have been with the company for years pay $20 for 150mbps half the speed!..and cross your fingers you dont speak with bridgette because she definitely won't help you at all. Ever since the name change this company has been horrible to deal with. I'd advise taking your money somewhere else that actually appreciates your business. If I could I would give 0 stars read more

do not use them. they charged a full month when I was 3 days pass the billing date! they would not prorate! will. they pay for at least 3 days the internet was off there customer service is a joke especially supervisor Ms Nye who lies! read more

They did it again.. price went from $77.92 per month to $117.92... So that for me it's been a 220% increase over 2 years... I stopped have "cable" television due to these predatory billing practices.... I guess it's time to take a hard look at T-Mobile home internet or maybe Starlink. They aren't cheap either but their rates seem stable read more

Tried to cancel my internet service due to it almost doubling in two years. Called and canceled on the 1st of the month. Their representative stated that the service would be canceled on the 5th of the month as agreed as I work from home. They disconnected all services the next day and said that I would be billed for a full month if I got the services reconnected for a few days. I was lied to. Very frustrating. read more

I don't even know where to begin with how terrible this company is. I enrolled for service through their online portal. During enrollment I set up auto pay with my visa debit for my monthly billing (important later). The first major red flag was during the installment of my router the technician asked what service I had purchased so he would know what speed he should set the router to. I informed him that I had purchased two gig Internet (I work from home and require fast Internet). The technician asked me to confirm that's what I had purchased as astound does not have the physical infrastructure to provide two get Internet. At maximum, they can provide is one gig Internet and that is only over hardwire connection. Over Wi-Fi the speed is .5. I showed him my receipt proving that I had purchase two get Internet for my area. So, keep in mind, selling a service you can not/do not provide is FRAUD. The second red flag was after I had my service set up, I received two follow up sales calls from Astound representatives asking if I'd like to finish signing up for service. I informed both representatives that not only had I already finished enrollment but I had already had a technician out to set up my router and that I was currently using Astound services. Both were unaware of my already existing account. I informed the first sales representative of what the technician had told me and demanded they change my account from two gig to one gig to which he was happy to do. However, after the adjustment my bill was the EXACT SAME. The last and final reason why I will never ever use this company again and why I will never stop telling anyone how terrible they are is this; I noticed an email from astound in the month of November stating that I had a past due amount on my account. I signed into my account online and saw a balance of $0.00 and no past due payments. However when I called astounds 1-800 number to speak with a representative about the notices I was receiving the automated assistant told me that I had a past due amount of over $330!!!! I to this day have not been able to get anyone on the phone, and have not been able to get Astound to waive these charges. Despite providing bank statements showing the auto payment being taken out every month, my original receipt showing that I signed up for auto pay, or even proving from my eero app that they in fact have not turned off my service despite them telling me that it has been turned off due to lack of payment. I have filed a complaint with the consumer financial protection bureau and I will also be submitting a complaint to the better business bureau. Take my word for it and save yourself so much unnecessary stress and headache and never ever use this company read more

I was with this company for one or two name changes. The Rocklin area they serve gets garbage reception. Their answer to this is making you rent their booster for an additional amount (lil under 20$ per month). This is to get reception we initially should (and already did) get without paying more. I was told that we can't buy our own booster or modem. So they have a Rocklin store selling a service that doesn't cover the area they are in. This is corrupt and ridiculous. The company before them gave me a booster to make up for their inadequacies. Now I'm expected to pay more than others for a service that actually works. There's something crooked happening. It feels like a gouge. It's definitely not good business. I was told that every customer has to pay different prices according to an undefined standard, made by them, the dealer. Think twice about any agreements with these guys until you test their product. It's not the same company. These guys are trash. read more

Kept my dad on hold for over an hour and never assisted with our internet issues. I am now so fed up I'm calling other ISP's to find a new plan. People graduate tomorrow, people have work, we rely on this service and unfortunately we don't feel like WAVE is doing their part in providing functioning, stable internet. Rocklin resident be careful before signing up. read more

Astound | Rocklin - This does not work and we are paying for it. - Telecommunications Near Me - Rocklin, California

I just wanted to give a shout out to Jack, the tech that came out today to assess and fix the issue I was having with videos loading. He was personable and determined the issue quickly. He was also able to get my soundboard paired with my TIVO remote even though my dog had destroyed the Bose remote. Thank you Jack. read more

If only there was an option for zero stars. This is truly such an TERRIBLE and shady company. In fact, the worst I've ever dealt with. I could write a novel about my terrible experience, but I'll save you the read and make it simple - AVOID at all costs. They will charge and scam you even after you manage to "cancel." Trust the reviews, trust the BBB complaints, and save yourself the immense amount of trouble you will inevitably face. RUN! read more

If no stars were a choice... We were forced to utilize this internet "service" provider when we bought our home in Rocklin back in 2016. Dealing with and utilizing Wave for our Internet has easily been the most frustrating experience imaginable. To state nothing of the fact that at NO point were they EVER delivering the internet speed we were paying for religiously every month.. at BEST, we were getting 15-20 MBPS while paying for "high-speed" 100 MBPS. In any other service industry, this deceptive bait and switch would be highly illegal.. not for Wave! Over the last 8 years we have had dozens of visits by Tech's, Field Managers, more Tech's, and then more Managers. Each time, it blew 2-3 hours of our time only to heighten our frustration with them and their junk service. "Everything looks good", "I don't see any problem here", "we made some adjustments so you should be good!"... we weren't. Our speed was turtle slow. We hadn't watched 1 movie in the past 8 years that didn't "buffer" a million times. That made movie-watching so enjoyable. After having enough of their talking heads coming to our home and wasting our time, we spent the last 4 years calling and complaining to their Tech "non-Support". Demanding credits for services not-rendered. The last call to their spin-masters at Tech Support ended with THEM being so frustrated with our dumping the facts of our experience with them over the past years, that they advised us that it might be best if we found another internet provider! So... We patiently waited, waited, waited, for cellular internet services to be offered and get great reviews. Jump ahead to today- we are the joyous recipients of consistent internet speeds above 275 MBPS!!!!! Life after the "Dark Wave" is good. Real gooood. Oh... by the way, we are now paying 60% less for this blindingly fast internet service than with the Dark Wave. Who is our new provider, you wonder???? I will just state "we love hot pink!" read more

Not surprised by the reviews. Worst internet ever! I wish our area had other company's that service this area. It's literally awful. Try watching tv while the internet glitches in and out.. and when ever you'd like to use your internet, imagine the page keeps spinning to find service; even sitting right next to the modem. SUPER FRUSTRATING. read more

I just encountered the new Astound.com website, which was a redirect from the WAVE Broadband website. I was searching for the TV channel listings for today, and could not find them on the Astound website - they've been part of the WAVE website for as long as I can remember. I tried to use the "live chat" option on the website, but it didn't recognize my account (I've been a WAVE customer for 15+ years), and would not go further. I called Astound tech support, and the agent told me that they had not received any training on the new website, and didn't think the new website had the daily channel listings anymore. He apologized, but it was clear he didn't really know. WAVE has been touting this new name change to Astound.com, but this rollout leaves much to be desired. The new Astound website is overly cluttered and difficult to navigate. Tech support at this point it questionable. read more

Well here we are about 1 month later. Wave sent their tech. to fix my DVR back in February. The guy was great. He fixed the DVR and told us this type of problem has become common since the company was taken over in the leveraged buyout. The DVR is broken again. So Wave will send another tech. out tomorrow. What a joke! P.S. Gabrielle, you tell us to send you a message with my account information but you don't tell us how to do that. (I'm an idiot but not a complete idiot.) Your website has no DM buttons. How about you tell your managers to fix the problem with your equipment? In the meantime, how do I send you a message? ---------------- Comment from Gabrielle L. of Wave Broadband Business Manager 2/2/2020We're sorry to hear about the issues that you are having with your appointment. If you would like to send us a message with your account information, we would be happy to pass along your feedback. read more

Where to even begin with this one. Medical professional here who has for the last three weeks been contacting wave at least 2-3 times a week- sometimes multiple times a day. Spotty internet, lack of a response from supervisors- it's taken this long for me to finally get a competent Customer service rep to tell me " I see that this has been an ongoing problem for three weeks- nearly seven drops of service a day. I'm sending a supervisor to see you." At first they only offered me 10 dollars off my bill- I even said to them "wow, I lose about 1,000 a day for this." Then they took it twenty five dollars off my bill. Honestly think it should be free this month. Today the service tech who came to my home was on his phone, did not come in to check the wires, the modem or anything. What did he tell me you wonder? "Oh yah it's happening to Woodland and Dixon, lots of loss of internet and we don't know when it will be fixed I'm sorry." Livid I said "I'm sorry? I'm sorry what? That this isn't helping. What exactly went wrong?" "Wave outage Is due to upgrading the system to channel four to five, it will take awhile." Me: "i work from home this is unacceptable." I had to call back into the customer service phone and got through. But I mean what the heck- no email telling your customers ongoing work is going on? No pro-rates for lack of being able to use the internet. And here's my last thought- a golden nugget for you WAVE BROADBAND- telling a customer "well it says the modem is connected, so you have internet." Multiple times when it's not working- DOES NO SOLVE THE PROBLEM. Validate validate validate. Goodbye wave- hello ATT read more

We have signed up with Astound only because in our area of Lincoln, Ca. we have no other choice. This is by far the worst internet and cable company we have ever had. Always problems with cable tv, internet is slow or out at times, their prices are outrageous for what we get and when calling them for anything, they do not help you. We had no idea when we moved here that our choices were so limited in such a beautiful area such as Lincoln Hills. Hopefully we will get other choices soon, especially since Astound is getting so many bad reviews from everyone. read more

Astoundingly bad internet. Ours goes out LITERALLY EVERY SINGLE NIGHT and needs to be reset, interfering with work, gaming, watching tv etc. I don't care if it's cheaper than other providers anymore- not acceptable for any paid service to have consistent nightly outages. we will switch ASAP read more

I called about two weeks ago and issue with my account spent about 45 minutes with the representative did not like her answer I asked to speak to a supervisor she refused to give me a supervisor back-and-forth or arguing she told me to hold on I'll go talk to him she came back I said still want to talk to supervisor she hang up on me it's the worst customer service I ever had when I used to have Wave they were awesome service this company is terrible customer service absolutely terrible and I don't know how long I will be with them I've been looking around for a different company. read more

If anyone is thinking of using wave broadband for their cell phone, or regular phones, please think again. Our modem went out last week and had someone from wave come out and replace. Yesterday our model AGAIN failed and wave told us the soonest they would be able to fix it would be 32 days! A MONTH WITHOUT PHONES OR CABLE. I finally drove down to their office on Sunset and spoke to the smug reps who told me they could get someone out in a WEEK. Amazing. read more

Omg where do I start of how shitty this company has become ever since their billing change! I've been with this company since we moved here about 19 months ago & the hell just started 3 weeks ago. First of all you can't get ahold of anyone if you have a billing, technical, or a general question at all. You have to "pretend" your a new customer in order for someone to answer the phone. Once you start explaining your issue they quickly transfer you and if your lucky, the representative will try to assist you. My internet has been out for over 7 days now. But, before it finally just stopped working, it was dropping the connection daily. We would fix the issue by just rebooting the modem. Then finally it totally stopped working. They blamed my old modem so I went and bought a NEW modem for them to then say "it's that batch of modem". They installed their own modem and it worked for only about 1 hour. Rescheduling a technician to come out again has been another nightmare. I'm just thankful this company doesn't have my area by the balls and I can choose other internet providers. From the looks of it (reviews) I'm not alone in this issue. Good luck to the customers that stay with them! So definitely BEWARE!! read more

Staff has no idea what they are doing, completely screwed everything up when we had enough issues to worry about for our move in. Have us the wrong equipment, called and said bring it back out get charged. Pushed install out another week. See ya, I'm "astounded" by how much you suck. read more

I can see based on the reviews I'm not the only one with the same issue and other worst issue June 21 I made a payment June 22 they charge me $40 restoration fee May 22 I made a payment may 23 they charge me $40 restoration fee Mind you when I made these payment my internet was working and kept on working after payments I even spoke to a representative through the chat system that says I had to make a payment by the 22 of June she also she didn't see a disconnect on my account To my surprise this morning when I logged in to make a payment I saw $80 surcharge for the disconnection but I'm like I paid before anything Guess what wave came with a new term to scam customers out of money called soft disconnect so mean what I don't know It's either the internet is connected or disconnected in my case it was not I even have the email to Prove it By the way when I had my service disconnected before I would make the payment and it will show up in my account within minutes and internet would be back within minutes So I know when my internet is disconnected I don't know how they bribe my town to be the internet people we can use but it's bad It use to be when your internet is disconnected you pay now it's soft disconnect it's like yes internet is still on but I will charge you anyways and when you ask as a customer they'll throw some technical words to sound smart while making you look dumb read more

So far my experience has been great working with the phone reps to Marcellus at the brick and mortar store in Rocklin. Every time I call with a question that I can't find online they have been helpful and knowledgeable. What's better is their willingness to help. Keep up the good work. read more

Service start up was easy and quick. Now that my internet is down I called and did the standard re boot steps. The automated woman tells you that you can schedule a tech but it may cost 60 dollars. I hang up and try it all again. This time it's transferred to a person. Explain the problem and they transfer me to the tech department. 1st call was 30 minutes with no answer. 2nd call I'm currently sitting at 52 minutes on hold. If this continues I'll just pay for ATT or another provider. read more

Astound | Rocklin - Time on hold for tech support - Telecommunications Near Me - Rocklin, California

I was told at the beginning of signing up for services with Wave / Astound Broadband that I was selecting a plan that qualified for a promotional $100 gift card which is a big reason why I selected this plan. The Wave representative that I spoke with and who helped me sign up said that the gift card would be in the mail after a couple months. Fast forward to 4 months later and when no gift card has been received, I call Wave / Astound and the representative is adamant that that promotion has expired. When I explain how the previous representative guaranteed that I would be receiving the gift card, the current representative would only retort that the promotion had expired. Needless to say, I am extremely dissatisfied with the initial offer and the lack of honesty this company conducts itself with and the complete lack of help that the customer service representative (didn't) provide. I absolutely would not recommend it to anybody I care about. read more