Most unreliable, unorganized, deceitful internet service you could get! 25$ internet per month came out 48$!!!!!

If there was an option to rate 0, I would. It is the worst service provider I have ever seen. Terrible customer service, they increase the rate without informing us and no one to help us when we lodge a complain. No one is able to help us with anything. Customer service people are clueless and all the company does is post late charges and penalties without catering to our problems. Never, ever buy this unless you want to be looted after your first two three months. read more

I haven't had internet all day and based on a bunch of tweets, a lot of others in California are having the same issue. The customer service might be the worst I've ever experienced and that's really saying something. They have two bots responding the same things to people on Twitter and Facebook; when I called their customer support line the automated system tried connecting me with someone and then hung up. Pretty surprising this company is still in business with such awful customer service. read more

We upgraded our data plan with our move to youtubetv. A technician came out to put in a new modem/router for the new data plan. We did not notice at the time, but did later, that the technician had connected one of our landline phone bases directly to the new equipment which left 4 handsets not working. When we contacted technical support, we were to get a callback that day. Nope. Nor the next. When we finally got technical support again, we had to wait on hold 30 minutes for a supervisor who then kept us on and off hold for another 30 minutes. His idea for fixing the problem was to send a technician out for 50% of the service charge but with another charge to be assessed by another department. We explained that since they "broke it" they should fix it without a charge. We asked to escalate it and then he explained that he would send an email to his "supervisor " who might get back to us in 48 hours. If we didn't want to keep our phones we would go to a different, and hopefully, better wireless provider. Don't deal with these people unless you have to. read more

Took a few days of back and forth between the technician and his troubleshooting team to get me the gigabit speed. But they kept me in the loop and followed up appropriately and now everything is working fine. The gig internet is provided through coax since fiber is not available in my part of San Mateo. The internet is fast and reliable and I have been happy with it. I am using my own modem and mesh system with a ethernet wired backhaul. The technician was helpful finding the choke points in my home. Turns out that 2 of my switches were only 10/100 speed so I needed to update to gigabit switches. Also in the future I may need to swap out my Cat 5e cabling for something faster since gigabit is the top speed for 5e. My only complaint is that the internet account portal will not show my data usage. I don't have a cap so not a big deal but would like to know anyway. I am consistently getting about 850 down and 30 up in speed which I think is pretty good over coax. That is my wifi received speed on my laptop. Very satisfied. I pay $50/month for first year and $60 for second. No contract. Comcast can't come close to those prices in my area. I was paying more for 175mb speed before. read more

On the phone now for 75 minutes and counting to see if I can get some help for internet outage. I'm fed up and done with Wave. Switching services tomorrow. read more

Can you say scam ! They lie to get a sell ! Lied about my work order left me without service two months then said I still needed to pay ! For what .., was called racial slurs by employee while he played on the phone .... Bring back degrees they hire whoever they can mostly people who can't even pronounce words correctly and will tell you " so is you done " nooooooo I am not ! But you should be read more

How does it feel to be one of the WORSE companies ever? 1 hour of waiting time to ask for some damn help. And to OVER CHARGE for going over whatever it is. Both stars are for Omar and Miguel that helped me. TREMENDOUSLY. Other than that.....GOOD LUCK haha read more

I am back! Chapter two of "The Evils of Wave". My monthly bIll suddenly doubled. I called and amazingly got thru. I was informed that although I had just spoken with a Wave Representative in the Fall, my 12 month promotional teaser rate had doubled. I was given no notice of this change. So Wave returns to my list of one of the most unscrupulous companies. Now I notice that they are paying for television ads describing what a great place Wave is to work. Corporate marketing at its worst. So again, if any Bay Area consumers are looking for internet or cable tv, I'd suggest looking elsewhere. read more

Horrible provider, I pay the most expensive internet they have and I don't get 20% of the speed they "say" you should have, 3 techs came to the house, while they are here the speed is of the roof, they leave I get 0.1% ! Stick with xfinity, that was my mistake to leave. read more

Astound | San Mateo - I pay for 500mps - this is what I get for months. - Internet Service Providers Near Me - San Mateo, California

My internet has been down for two days now. I rely on it for work and other essential tasks. I understand weather can sometimes cause downed lines, however I do hold Astound accountable to their estimated timelines. Each time I dial their automated number, it gives a new estimated time it expects the outage to be resolved. And every single time it misses and gives a new inaccurate timeline. On the first day I called, 7pm, 9pm, 11pm, next day 9am, 11am, 12:30pm, 4pm, 6pm, 7:30 pm, 12am, etc. The automated system provides no way of talking to an actual person to get a more realistic estimate. It states that a technician cannot resolve any issues until this one is cleared. This makes it impossible to plan contingencies. Poor customer service experience and always missing their own stated ETAs. I'm shocked to be saying this but I'll be looking to switch to Comcast read more

if you have a choice to use any other service than astound or wave, pick the other service. these people will cheat and lie to you for everything they can. you won't realize it until you get your bill and then the customer service people will not fix the problem. if you do not have to use this internet service don't use them, stay away from them. read more

This is a follow-up to my review yesterday (8/25/2021). Soon after I posted my review a gentleman from Wave Customer Service replied to my post asking for account information to attempt to help me. Long and short he came through. He was able to refund everything for the equipment in question. He simply went above and beyond to help me. He did all this without me even asking. I now consider this a simple "bump in the road." My confidence and appreciation for Wave Communications has been restored. Thank You!!! read more

When I signed up for this service, I was promised by the salesperson that WaveG will beat all other providers in terms of speed and quality, etc. Unfortunately, I was fooled to sign up with these guys. I must admit that the first couple of months, the service was fine. However, over the last 3 months, the quality continues to decline, and I lose my videos during my conference calls, slow speed particularly in the mornings, and I can go on and on. It's sad that they do not provide a direct email contact to technical staff so you cannot discuss your issues (I believe this is intentional). Rather, you have to call and wait for a long time and you don't get anywhere, it's just waste of time and you get frustrated even more. All in all, WaveG is expensive and unreliable for at least where I live in Mountain View and I'm not happy about their services at all. I'm not even sure if they know what is going on. I plan to switch to Comcast or other providers. So, if you plan to subscribe to WaveG, please talk to someone in your neighborhood who has this service. read more

Yes competitive prices for internet, phone and tv - yet without explanation a 70% increase in my bill (no longer competitive) in one month after I spoke to a representative to restart the 12 month promotion again. These increases occur almost every month, requiring me to call CS every few months. Now Im calling customer serviced and it is: 53 minutes on hold to get to a customer rep, rep Chris was great but couldn't do much so transferred me to a Tier 2 customer specialist and another 31 minutes and counting Im still on hold. This is just so wrong. read more

The prices continue to go up I will be switching my services. staff at the San Mateo location are not helpful and are rude, and cannot take even a second to see and if an existing customer can get any promotions. Cindy is rude and feels like she is doing us a favor and they can do the bare minimal and for everything else we have to call in. Some representatives over the phone are more helpful than in person staff. Competitive companies are offering half the cost of what I am paying right now so it is certainly time to switch. I honestly feel this is price gouging. Wave really and truly does not care especially during this difficult time. read more

I cannot even begin to express how bad of an experience I had with this company. Fed up with Comcast customer service, I was excited to switch to Wave for internet service. The person I spoke to on the phone was courteous and helpful and set me up with an installation appointment. I ordered phone plus 1 gig internet speed. The tech arrived to install within the window. Had some issues getting things to work and called in another tech. Modem replaced--time passed. The second tech took off around evening. First tech still had issues and called in additional support. Still no internet. No one was able to give me internet at acceptable speeds at any time--some rooms had no internet, some rooms had internet constantly trying to find a network and some rooms had download speeds at 1-2 mbps. Enter mansplaining--the third tech first told me that speeds were not guaranteed for WiFi. He carried his laptop around the house connecting and telling me it was fine and that his device was the one that mattered not mine. Most rooms couldn't even connect to the speed test on my computer the signal was so low. He told me that I didn't need gig speed internet and that he would just solve the problem by downgrading my account and guaranteeing me the price I was paying for gig speed. He told me to switch to wired service. The only place that connected ok was the room with the modem and even that was terrible. The first two techs were at least nice. The third was what I like to call "nice" rude. He didn't say things that were terrible but whatever he said was said with condescending attitude that was meant to be something one couldn't complain about as it wasn't rude words but how those words were said. I'm upset now as I write this so I'm missing various other unacceptable comments and explanations given to me over the course of the mansplaining. All in all the various techs were here for almost 6 hours and internet wasn't close to an acceptable speed or available in most of our house (which isn't huge). I ended up having them reconnect Comcast for me and leave. At no point was I given a reasonable explanation as to why things weren't working and was only given excuses. On a positive note the people I spoke with on the phone to cancel service and request that feedback be given to a supervisor were both lovely and helpful and horrified. I never thought I would say this but I'm happy to be back on Comcast--and I am not a fan of them or their service at all. read more

Wave of people jumping ship... this will be their net loss! I paid $80/month for upgrade from 50/5... and never even got speed close to that. In fact, speedtest.net shows I only get mbps down, and 3 mbps up. What a piece of crap. Reset modem, and ensured modem does support these new speeds. Actually I got the top speed of 80/8 for a couple of days, every day after that has been 11/3 range. CRAPTASTIC!!! Wait for 1 hour for tech support, never even got an agent. Use to be awesome when it was Astound. Now I am mad and astounded how bad it is now. Going to jump ship, not paying all this $$ and get crap. Paid almost 200% more and left as a frustrated customer. Outages regular, dropouts, and much more. This rarely happened with Astound. read more

There was an outage just last week out of Austin, TX that left me without internet for 2 full days. Now 2 weeks later my internet is down again and I have to wait a day for someone to be able to come out and look at it. I work from home and am missing work. If you can avoid Astound I would strongly recommend it. I will be moving out of my complex when the lease is up because I am forced to use this terrible internet provider. read more

Wave is an awful company. DON'T Use Them! They are reasonably quick in setting up service, but that's where it stops. If you have any internet issues, they are extremely difficult to talk to....be prepared to be put on hold for 20-30 minutes minimum. Furthermore, I was NOT increasing my internet use and my bill went from $35/month to $270 for no reason. When I did connect with them all they could say is I went over the data limit which is incorrect. They could not provide more information besides I went over the limit and would not budge on my bill. DO NOT USE WAVE!! read more

Pretty good and cheap internet.!! Never had an issue with them! Also the speed is 1gig-extremely fast read more

Astound | San Mateo - Speed test - Internet Service Providers Near Me - San Mateo, California

I honestly don't know how this company still exists. First off they started charging me for terabytes of downloads that never occurred. Then, they made it impossible to cancel. Phone call after phone call, no answer. Then we hand delivered the final payment to their office in Redwood City, and finally 9 months later we get a derogatory credit report as they said we did not pay. STAY AWAY FROM THIS COMPANY! read more

Awful customer service experience and sub-standard equipment. Cable boxes are operationally inconsistent. I find myself saying a silent 'thank you' when I turn my TV on and I have cable. It is that inconsistent. I could easily site a number of issues, but the most recent issue is a repeat issue. Once again the mini-DVR in my master bedroom stopped working on a Sunday evening. Just stopped. Nothing. Dead. Therefore, no watching a movie in bed on Sunday evening. I contacted Wave Monday to let them know that once again the mini-DVR has stopped working. I say again because they exact same thing happened about 2 months ago. The Rep informed me that they could get someone out on Saturday. Almost a week to get a rep out to replace crap equipment? Me, the customer, is the one inconvenienced without service for a week?! I asked for a manager and they stated the same company line - no service until Saturday. Sorry.... I declined the appointment. If my patronage matters so little that I am forced to wait a week to get unreliable equipment swapped out I'll find a new cable company and do without cable (still paying for it mind you. They NEVER offered a credit. Of course not.). Do not get Wave. Instead, find a cable company where you get what you pay for! read more

I have had Wave Gigabit internet for over 2 years. Within the last 6 months our internet was never able to pass 220 mbps (I didn't have the time to troubleshoot this). That's less than 1/4 of the internet speed. Calling to troubleshoot is a joke, only thing they can do is reset the modem and after that send a tech. Reset takes around 2 minutes but they would have to call you back 10 to 15 minutes after that reset which you can not call them back on, it will hang up on you. Since this is during COVID... I'm worried for my parents (age 70+ and no covid shot yet) having a tech coming in. I asked what else can be done about this since 1) the tech installed the cable from the outside to the modem. 2) The cable inside is only 5 feet so everything is outside except for the modem. Unless they think the issues is the modem or that 5 feet of cable inside. I do not find a reason for them to enter. I'll update this review once we finish with the tech. read more

Cancelled wave due to constant disconnections and failed service calls after 5 days of use and now come to find out they never closed the account. I now have to pay for services I never used, totaling a month. Very shady business practices. Now I have to waste my time to dispute it. read more

We switched to Wave this past summer because they had a promo for $10/month, which is a steal compared to how much we were paying previously. However, as with all "too good to be true" deals, I made sure to clarify with the sales guy that there were no hidden charges (e.g. overage usage fees, equipment rental fees etc.), and was told that there were none. Fast forward, I check our statement and find that we have been charged for additional usage. I called customer service and asked why we had not been sent any notifications about going over the cap and found out that in order to monitor our internet usage, we had to register for a different online portal in addition to a billing account. To avoid the overage fee, we had to upgrade to an unlimited account, which was now going to cost...*drumroll* $20/month. Why the $20 plan was never offered to us in the first place is beyond me, as we have no issues with paying an additional $10/month for unlimited. The only reason why I'm giving Wave two stars is due to customer service. She was very helpful and credited us back for the overage fee towards a future statement and helped us transition to an unlimited account. If you choose to go with Wave, check your contract and terms VERY carefully. Don't listen to what their sales person tell you and call their toll-free customer service line instead! read more

Too bad I can't rate at 0 stars. I cancelled my Astound internet service last year after years of dealing with poor signal strength and constant outages and REALLY POOR customer service at an extremely high price. Prior to cancellation I informed them of the cable line hanging so low over our street that the garbage truck hit it. They did nothing. After I cancelled the service, the cable line just drops lower after every storm. When I try to report it to Astound, I can't get through to anyone over the phone because I don't have an active account number. I try to chat and it says to call their main phone number. I sent an email and the reply said to call their main phone number. But since you need an active account, I can't speak with a person at all. When I tried to say I am a new customer just so I can speak to a person, I was told they can't help with any issues if I don't have an account. My house is the last one on the street so the lines are not servicing anyone. The problem is the lines are connected to the power poles. If the lines go down, the power poles will go down and there will be a fire. PG&E won't do anything because the problem isn't with their power lines, the problem is Astound's cable and phone lines. Astound is pathetic and impossible to deal with whether you are a current customer or whether you are trying to report a public safety issue. Our trash wasn't picked up because the truck couldn't get past Astound's abandoned cable/phone line. Thankfully I don't have to rely on them for internet since Starlink is available and AWESOME. read more

WE WERE MISLED!!! We were given a good deal, so ultimately we agreed on switching networks. On installation day, we found out our "plan" didn't have the channels that the rep said was included in the package. To top it off, we were told that if we wanted those channels to be included, we are to pay extra charges. The supposed bill is about $60 more than what we were told by the rep initially. When we called, the reps didn't want to believe that we were given that kinda deal by one of their reps (they made it sound as if we were lying about it.. like WTF, why would we agree on the switch if we were not given those numbers) and that they couldn't do anything about it. We demanded to speak with the supervisor, but the supervisor would not speak with us; hence, we demanded that they listen to the initial recording prior to the installation. They said they would call us back after they listen to it... Fast forward to a week later, no call from them. When we followed up, the reps kept mentioning that our current package is the lowest they could give, but no mention if they even listened to that recording ever. Worse, it is only a week and we are already having issues on both the tivo minis. One box is totally dead. The other one kept on freezing and needs intermittent restarting. We are yet to follow up with these new issues, and of course, the recording they have yet to listen (or don't wanna listen to deliberately). Furthermore, I was hoping this was just an isolated case, but based on some of the reviews I read, this was not the first time that this company misled and failed to uphold a package as promised to potential customers. Hmmm, still hoping that is not the case... My point is, we went through the hassle of switching networks in the hopes that the switch would provide us better everything, but instead it is on the extreme opposite. Now, we are looking into switching networks again if this company won't be able to provide our needs. read more

I lost both of my parents in 2022, my Mom was the latest loss in November. I have been trying to settle their estate and live over an hour away from their home. We kept their service on due to them having a security system which we could monitor from our home which is located in a different city. We have moved everything out and hadn't planned on going back to the home since we live so far away. I called to cancel their broadband service and was coldly told the equipment must be returned or we will be charged fully. I even spoke to a supervisor who read me a script on what a customer must do to return and if the items are damaged we will also be charged. First I'm not a customer of Astound and never will be. Secondly there was no consideration of waiving the charges even though it was my parents account and they are both now deceased. The service I received was very cold. read more

Service was excellent before a private equity company bought Wave and merged with others. My invoice increased by $40/month without notice. They charged for home networking equipment although the router is mine. As I am writing this, I am still out of service for 27 hours with ETA always increasing by 2 to 3 hours every time I call. read more

Can I give no stars. I received a bill today from Wave in San Mateo charging me $150 for a tv box I personally returned to their office over a year ago. I called there office and after waiting for 31 minutes for someone to answer, I'm told that even though this is over a year old claim I have to pay it unless I have the thermal register receipt I was given at the time I turned the equipment in but as the person on my phone said, it has probably faded by now. What a shitty company, no wonder Xfinity owns the market. read more

We switched to wave because they promised our business comparable service to at&t at a lower price. Switching to wave was a horrible decision. Long outages are routine, and cost our business thousands. I'm switching back to AT&T as soon as I can. If your business relies on a functioning network, then stay away from Wave. You have been warned. read more

The internet service I had was good, but the company is hard to deal with. For the same service, I am happier with Comcast for a cheaper cost. Canceling Wave is a headache I did not expect after years of decent internet service. During Covid-19 times, they said they would email a shipping label to send the rental router and modem I have. I had to call them three times over the course of multiple weeks to get the actual label sent to my email. Their estimates ranged from 1 hour to 48 hours all just to get a label! Clearly their email service was still functioning because I was still receiving their promotional emails. Exposing myself just to drop off a router at an in-store location was not an option, so this issue was definitely a thorn in my side. read more

Just keeps going out sporadically up here on top of mt.hood in oregon...not sure why, wishing that it wouldn't though...I stream for work and its gotten to a point where idk if I can rely on them to provide their services reliably. I've had issues with their former "wave" as well but I thought the rebranding would come with improvements, at least more then I am seeing currently... read more

I've hand 1GB down/10mbp up internet service for about a year. Overall, I had a stable connection and a great introductory price of ~$50/mo for 12 months. After the year was up, they told me that the monthly bill would double. It's too bad that the company has a sharp increase and I decided to discontinue my service. Again no complains for the quality of internet connection, but I'm surprised about the higher cost compared to other options out there. read more

Sent me to collections 4 years after I closed an account because I "didnt return my equipment". No notice, no bills, no correspondence at all... just received a collection notice in the mail. After calling and asking their customer service, they claim its for an account closed in 2020 - I havent even lived in the same state since 2019. None of this makes sense, and forces me to deal with their "support" team who cannot tell me anything valid, and also having been sent to collections. Having seen similar reviews from others here, I would avoid their service unless you want to get a collections notice years later for something you didnt have anything to do with read more

Chase agrees: Wave Broadband is fraudulently charging my credit card. Each time Wave Broadband tries to charge my card for the canceled internet service, Chase reverses the charge. Wave Broadband disagrees: I just got a letter in the mail from a third party debt collector trying to collect the reversed charges on behalf of Wave Broadband. I still have been unable to reach anyone at Wave Broadband by email, phone, or postal mail. I just took the step of filing complaints with the FCC and the CPUC. read more

Horrible customer service ever!! I have been a long time customer. On a daily bases the cable and internet work fine although the internet has become increasingly slower every year. Unfortunately, if for some reason I need help once or twice a year, forget it!!! There is no customer service. I've held on hold with no answer over 45 mins at times. Horrible!! Horrible Horrible!!! Can't express that. 08/12/19 just called them 4 times in a row, sat through the 2 minute menu just for the line to be automatically cut off every time it prompts me to the operator. So disturbing and frustrating. I don't get this company at all. read more

Two weeks after an epic ice storm knocked out power, Wave still can't tell us what the repair plan is or where we are on the grand scheme of repair. Their reps don't even hide the fact they don't care about the customer. This is an incredibly incompetent company. Take your money elsewhere. read more

I did not think that there is company out that that can survive with the customer service they were providing. It's decent if you don't need to call them, but as soon as you have a problem, they tell it's from their end it's green light all the way and if you want, they can send out a technician to you for $80 or $90. As soon as I hanged up, I signed up for another broadband company, I can't wait for install to be completed so I can cancel them. read more