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

This has to be the most dysfunctional company that I have ever dealt with. We cant even pay our bill because they changed there web site and now we can't access our account without a pass code that was on old web site. We also can't watch HBO Go because we can't access our account to enter password. We have tried calling and waited on hold for over one hour twice before we had other thing to do and hung up. Time to wave goodbye to Wave bye! 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

I am now eleven (11) days without internet. I have called and called Astound and each time I get someone in another state: Pennsilvania, Texas, South Carolina. I've had two service techs come out and the cable has been tested. The signal coming from the telephone pole to my house is "weak". I have three active case numbers on file with Astound and I have called the "supervisor". No one has called me back to tell me when they will replace the overhead cable. Astound is horrible and I would not recommend them to anyone. read more

I signed up for a promotion where I get broadband for $30 a month. They never applied the promotion to my account and overcharged me $30 dollars every month. I called them around the end of December 2022 after I noticed I was being overcharged to fix my bill. It is now February 2023 and they are still working on fixing my bill. The amount of money I've already paid to them should be good up to this month if they followed the sign up agreement. They told me my service will be suspended by middle February. The customer service rep said to avoid suspension, I should just pay the bill that they're overcharging me and then they'll just credit the amount i overpaid if the bill gets fixed. So they're basically ripping me off and on the hope they actually fix my bill, they'll credit me. What if it's not even fixed then I still end up getting overcharged? It is ridiculous that it takes more than a month to switch a bill from $60 to $30. read more

Very poor quality, the gigabit speed is terrible for online gaming. Once you start using other devices your gaming sesión will go to waste, I mean Comcast is bad but this wave-astound gigabit is twice as bad. read more

**DO NOT USE ASTOUND IF YOU HAVE OTHER OPTIONS** If I could give less than 1 star, i would give a negative 20. The worst company and customer service and just liars. The worst company I have ever dealt with. I moved in June and my internet service provider Xfinity, does not cover my new location. The company that was available in this area is Astound Broad band by WAVE. I had heard nothing but negative things about them but I figured it couldnt be that bad. Well, it is. I contacted them in May and spoke to a direct Astound customer service rep who created a package of TV services including the premier coverage, sports tv package and showtime, along with all the equipment needed. She confirmed in an email that the cost for this package would be 139.76, including taxes, per month. Since we still were not living in the house for another 2 weeks, she also advised that a TV was needed to be present for the installation. I took time off from work to travel the 2 hours to the new house and when the "tech" arrived he laughed and told me that I was pretty dumb to think that a TV would not be needed for the install. After several other colorful comments made by the tech, I agreed to at least get the internet installed so that I can at least work from the house immediately. I then called into Astound to get the TV situation rescheduled. The rep on the phone was incredibly rude and acted like i was wasting her time. i finally got a new install date for the TV's and when the current "tech" went to install the internet, the customer service rep had cancelled the entire first request. He then had to call in to his boss to allow for him to at least get the internet installed. When the next "tech" showed up a few days later to install the TV equipment, he flat out said the first tech was crazy and he could have installed without the tv's because its just WIFI connections that a smart TV would pick up when you turn it on, leading you through the EZ installation. On that day, we had all the ordered channels and everything worked fine. A few days later I received the new bill showing I owed $173.00 for the TV services NOT the promised 139.76. I called Astound right away! I have spent HOURS and HOURS and constantly being told that I am wrong there is no original order for that amount. after the first call (where nothing got accomplished except for "my hands are tied, I don't have access to give you such steep discounts" & for a .."oops the line dropped, we were disconnected") a large chunk of our channels were missing. So, I called again, and again..."wow. i dont know what happened." no-one would allow me to forward the confirmation/receipt email back to them so they could see the proof. After 2 hours of being on hold a manage came on and said OK lets get this figured out, and then the connection was lost AGAIN!, Today I called, and while a spent more of my time describing what has happened with a rep pretending to understand and care, she tells me again. i dont have access to allow for such a cheap price...so i asked for retention, then all of the sudden her attitude changed and in a snotty voice she says, lady i am retention. I said that i find it hard to believe that NO-ONE in the entire company has the ability to fix this. She then puts her manager on, who at the moment he said hello I knew he was just a blocker for the company. Rude, talking over me, breathing heavy, and kept telling me all they have is an order for the internet. and i should not be getting Sports tv or premier. I was done being nice, i told him this is their problem they need to fix it. and when i offered to resend the copy of the email....all of the sudden they are unable to get emails. He continued to the first order we have is just for the internet..Then I asked, is this how your company does business, is it a plan you have, you promise a package, mess it up and then hike up the prices. THEY MADE THE MISTAKE, NOT ME! I refuse to continue to patronize a company that is so horrible and unethical. Lying to customers and treating them like they are idiots. I will be switching as soon as i can get another company out here for install. read more

Wave is our only real option for internet service in the area, and they're mediocre at best with regular outages. They charge $80 technician calls for their inability to provide reliable service, and I can think of nothing more disrespectful than an appointment window of 08:00-20:00. read more

This company should be sued. They are charging me $300 a month for some of the worst cable and internet ever. They are charging my 97 year old neighbor with the most basic cable over $170 a month. I am canceling my service with this scam of a business and never going back read more

I've had Wave for years. It was expensive and glitchy. Good luck speaking with a live human via their customer service line. I just contacted my phone carrier and switched to their home internet service. I was pay $125 with Wave. Now I'm paying $35 and it's super fast. Look into you options. Wave/Astound is a horrible company and will probably be filing bankruptcy in no time. Bye Wave, won't miss you. 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

My wife and I have had Wave for 9 years. Every November our service goes up. We understand everything goes up in price but our new monthly service is up to $325 a month for a lan line we have never used, cable TV that we only use for the Disney channel for the kids, and internet that is crappy. We have all three services because it was a package deal that makes service cheaper... yeah cheaper... $325?? We have called and after talking with them I asked to talk to a supervisor so I can see what can be done about dropping some services we dont need. They transfer me to someone else whare I wast another 15 minute's talking to the guy only to find out he's not a supervisor either. That guy says he can't transfer me to anyone higher up. I gave up and were going elsewhere for internet and YouTube TV. Dont wast your time and money! read more

internet goes out multiple times every single f*cking night. only solution they give is to reset the modem. great, it works for 15 minutes then goes out again. dog sh*t isp do not recommend to anyone. this internet provider will lower your life expectancy. read more

Horrible company dont use them!!! Never had issues untill they changed my equipment to this new kind nothing but problems every single day!! Not worth the money at all!! My cell hot spot works better then they do! read more

Bait and switch prices! My bill is $50 higher than quoted. I'm stuck in a 2 year contract and they are saying too bad pay your bill

If there were any competition in Rocklin I would jump to it. My bill has steadily increased over the year, and I have spent too much time trying to downgrade options I do not even use. I've been on hold and disconnected from their telephone service several times, and when I try to downgrade through their online chat feature, the person (?) helping me suddenly (and suspiciously) cannot receive messages from me (!), or just stop replying. Still trying to downgrade. read more

The utter lack of respect in the customer service department is beyond insulting. Almost every time I have to call in, I am rerouted by whomever first answers the phone, only to be disconnected while sitting on hold! Then I am forced to call back and be put at the back of the phone cue. Thanks for that. And why is it that the customer support personnel that do answer the call, do not have the capabilities to support the customer? Every issue I have to call in about I am told "I'm sorry but I am unable to help because of..." and now it's all because of COVID? I'm done. I'm cancelling service and finding any other company. read more

Horrible customer service Pay bill online-unresponsive Pay by phone- endless waiting Overpriced and not any value of channels A rip off read more

I tried many times to reduce my $400.00 monthly bill, to no avail. I had TV service, Internet and phone. I finally cancelled my service. The wave person was very rude when I said I wanted to cancel. I would never recommend Wave Broadband to anyone! They are in it for the money, and there is no doubt that is what keeps them going. If you are a subscriber, I would seriously consider cancelling. ACB - Rocklin, CA read more

Horrible internet and even worse customer service. When expressing my concerns they weren't the least bit concerned about losing my business. read more

This company is absolutely the worst. Continuous service issues, intermittent speed problems, inconsistent data transfer, you name it. My home internet performance is terrible, and I cannot do my job from home and there are no other ISPs in the town of Rocklin, CA. I cannot tell you how many service calls, service visits, and restarts of my modem I have had in the years they have taken over service in my area. Terrible. read more

Our bill keeps going up every month. We haven't changed anything in our household yet Wave reps tell me that we are going over our allotted usage amount for the last two months. Yet the bill does not show daily usage amounts so I can try to figure out what might be different. Bill went from $60 to $107 in 2 months. I will be looking for a different internet provider as I no longer trust Wave Broadband's billing practices. The burden of proof of usage should be on them not on the customer. 3-17-21 After speaking with Brent at Wave I now understand the usage billing a bit better. He gave me credit and I feel satisfied. Waves service has always been good. Never a complaint there. Thanks to Brent for reaching out to resolve my issue. read more

Worst customer service I've ever experienced. Calling 2x a month for six months for a pedestal that is blocking access to our RV gate. No call back EVER. Their construction department wants to charge me over $1300 to bury it.No way to get a hold of that department either. AT&T buried their equipment free of charge. I will be cancelling my service. read more

This office is absolutely ridiculous. They screwed up my billing in February by over $50 per month. This week I went in on Tuesday to get it fixed. They saw the issue but had to send an email to get it fixed. Each day I went in I was told to keep waiting. This afternoon I went in and both employees were in the customer lounge area on their phones with headphones on, and I was told still no resolution available because their supervisor is backlogged and they are in a pandemic. If you still expect me to pay my bill during the pandemic, you better be available to fix it if there are problems. This office needs some serious management overhaul. If ATT lays fiber in my area I am out. Wave customer service has been absolute crap. * Update... sent an hour on hold to reach a nice customer service person who was able to fix without supervisor approval. Account also has NO NOTES. She stated that people in the store had left no notes about anything since February. She however had limited ability to send feedback to store manager. Also had no ability to assist with any type of account credit for the 5 hours I spent this week trying to fix their mistake. read more

Horrible company! Avoid at all costs! They will not move an inch when it comes to lowering your bill! They might offer you a $5 discount only to lower your bill, especially as a long time customer for over 10 years. Then they will randomly introduce some extra fees later on to bring your bill back up to where it was before they lowered it. Overall Astound your ISP company is ran by thieves! read more

This is the worst company I've ever dealt with. Even worst than AT&T, which is Satan incarnate. Since Wave has asked me to "edit" my review (see above), I will gladly comply. In my experience, Wave will do everything possible to avoid resolving your issues. I found this website most helpful: peopleclerk.com. It gives very accurate and complete information on how to sue Wave in small claims court. I am in the process now. Peopleclerk.com is an excellent resource. Check it out! read more

Pretty much the same story as every other review ... I have an old PacBell wire cover in my front yard that is smashed (plastic dish shape in the grass). I called AT&T first. They came out in two days time to take a look. The AT&T guy told me this particular wiring belonged to Wave and they would need to replace the broken cover. I've been on hold for 20 minutes with Wave, finally hung up. Good thing it's not an emergency.. at least I don't think it's an emergency. I'm not a Wave customer and definitely won't be now. I prefer dealing with companies that answer their phone. **Update: Well, I followed the Wave advice to contact them on line. Problem is, the website is so convoluted, I cannot find a single tab that allows me to report a potential wiring/maintenance problem. The only tabs available are for "existing" or "potential" customers. As far as I can tell, Wave does not provide a contact option for a person that does not fall into one of those two categories. read more

Horrible customer service. I've called 6 times and get hung up on or the automated service disconnects you. These guys suck.

Terrible customer service. I paid(as I currently canceled my service yesterday) for 1gb speed and I have never once seen it go over 300mbps yet they were charging me for the top speed price. Constant blackouts and disruptions and did I also mention TERRIBLE customer service! They are very unsympathetic and DO NOT work with customers on payment arrangements when times get rough. I was a 10 year customer and got treated very poorly. All I can say is hello T-mobile 5g home internet and GOODBYE wave or "Astound" as you now call it. The only thing Astounding is how they are still in business!!!!! read more

Probably one of the worst companies... I mean really subpar. I remember using Time Warner now Spectrum. They are far worse. They have NO idea where there dispatchers are. They sound super inefficient for a company that is technology-based. They give you a window of time to wait but then keep extending the time. Now radio silence. I was wary of the negative reviews. Should have listened to all those reviewers. read more

Absolutely horrible customer service department. Ridiculously long wait time, unresponsive, unhelpful agents. The one I just spoke to sounded like her mouth was full of oatmeal and barely spoke above a whisper. She refused to let me speak to a supervisor. Billing is always confusing with this company. Mystery charges appear. They are every bit as bad as the dreaded AT&T, and that's hard to accomplish. read more

This is the most horrible company for internet I have been living in a brand new neighborhood for 4 years now and cannot get service on my computer constantly have to call for service. I am paying for 1 GB and I get maybe 100 MBPS. I have called so many times to try to get faster speed nobody at their office knows what they're doing when you call the automated system it also states incorrect information about your account. If I could get another service I would but there is no one else that services this area. read more

Astound is the perfect name for the old WAVE product... because every single time I pay that bill, I'm ASTOUNDed they con me out of $300 per month for internet and basic cable television. Wish my housing development offered more than 2 options. read more

Absolutely the worst. It's so easy to sign up. Just wait until you attempt to cancel the service. Suddenly the final bill states you owe more money, you get charged for equipment you never had from the beginning, etc. If anyone answers the phone in Customer Service, they have no authority. The truly rude employees work in the retail stores, especially in Rocklin. Do yourself a favor and choose another cable provider! read more

Worse than 1 star. I have had issues with their internet connection for months now, even the better part of years but my options are limited. I will admit I have anxiety about calling and could have done so sooner BUT even when I have called it in there have been nothing but issues. First off, your bill does nothing but raise until its well over double what it used to be, you have to call back in every time to see if they have any promotions going on again and if they don't you're out of luck. Then for weeks at a time the connection will cut out a LOT anytime after 8pm. I'm talking about sounding like a robot on voice chat and walking forward 10ft in game and teleporting back 8 type of bad. I pay for unlimited, so what's the point if I literally can't use it during the hours I'm most on? Got a technician out and they tell me what's wrong (connection dropping unnaturally from my floor to roof well past what it should and they'll have to send someone to fix the roof cables). Come to find out weeks later that the company has no note of such encounter/outcome on my account and have done nothing about it. Okay, fine. Schedule another technician to come out.... except I confirm the call and lo and behold no one even shows up. Come to find out that they said my apartment building was inaccessible. They did not attempt to call me (this is the city, you can't just get into any apartment buildings willy nilly, pretty common sense) on my phone, my call box does not even have my name in it. Which means they made no attempt to even get in and just left. THIS IS THE SECOND TIME THEY HAVE DONE THAT, first was when they came to install it and I had to wait a week again. Call customer service and they tell me that no other technician is available today... and I have to wait another week because that's all I can do with work. This company is SO unreliable, even when they've changed, its ridiculous. I've even asked to talk to customer service manager and was told there was no one and all they could do was reschedule me. read more

How do I even start.....they raised my rate by over $150/mo and did not notify me of that rate change....all of a sudden I am getting email notifications that I am past due by $551. Interesting I get email notifications of my past due but no notification of rate increase which happened in April, they tell me they are unable to back date charges. Very disappointing....certainly going to look into other options!!!!! read more

Horrible horrible service. My internet is down monthly along with my cable. It takes 7 days to get a technician to come out. I work from home and can't access the internet. They want to give me a $8.00 credit. So ridiculous. DO NOT USE THIS COMPANY. Worst company I've ever worked with.. read more

When the internet is up, Astound is very good. But!!! When they go down which is about 3 to 4 times a year, their customer service sucks. 1st they should have some type of way of notifying customers their service is down in their area. 2nd getting through to customer service to find out if it's just your modem or the area network is down is impossible. Customer service is a one star and the service when it's working 5 stars. After my contract is up, AT&T or Verizon will be getting my money. I might even look into Starlink. read more

Terrible service. The first indication that you're going to have a bad time is present on the first page(s) of their website, which is ALL about acquiring new customers--existing customers have to look hard for the hyperlinks relevant to them. And not only that, but when you are an existing customer and log in to your account (to presumably deal with service matters), you are faced with page(s) that are ALL about paying your bill. They don't have a "dashboard" type page showing an overview of your service & what may/may not be going on with it (speed, outages and such). When you figure out how to contact support, you'll find it's surprisingly useless, and so-so. After getting an answer about a suspected outage in my area he individual I spoke with via live chat utterly refused to answer a second, additional question/concern of mine, and pretended I was still inquiring about the outage. He did this several times, ignored me clarifying two times that the outage was not what I was referring to, and then he abruptly ended the chat. It was genuinely as if I was talking to AI/a robot. In short, I grew up with Wave, and when I moved back to the Central Valley it was a no brainer to sign up with them. The service is okay; we experience just a hair more performance issues than I can excuse, and a few severe, hours-long outages over the past 7~ months with them. That I can overlook. But the hellish experience I had when I actually sought help with customer service--not only dealing with CS itself, but finding the webpage amongst the relentless maze of money-focused--has been the final straw. I'm already looking into finding a new ISP. I did not expect, and am very disappointed that it's come to this. It sucks that some may be limited to these guys due to lack of competition, but if you have any other options, I'd do some research before going with "Astound". The fact that I had a better experience with AT&T Uverse last year is saying enough read more