Received an email today from Jayson at Wave offering free installation as reparation. Very nice, but some key components are missing: - How the outside inspection two days before MISSED the fact that they would have to drill a hole ON THE OUTSIDE Why they tried to play it off as "How could we know?" even though that is exactly where the Comcast line is obviously coming into the building - Why the technician who came out was late and had to call another crew to do the hole-drillng - Why there were no notes in my record relating that the installation had to be complete BY THAT DAY or the deal was off even though I reiterated that to the sales rep multiple times Comcast is more expensive, no doubt, but perhaps you get what you pay for. Gotta do a lot more convincing that Wave is not going to screw the pooch again AND that all the connectivity speed problems mentioned in other reviews is not true. If you can't even get the installation right, how can I trust your service? Really? Basically, you lost this customer. No amount of marketing material will change that, so please stop wasting so much paper sending me daily offers in my mailbox. Offer me 6 months free service on a trial basis and I'll be willing to consider it. Basically, I don't trust Wave and they have given me no reason to change my mind at this point. Beware.... read more

I don't do a lot of ratings but I've been spoiled living in the city the past 4 years. Started off with DirecTV then ended up reluctantly with AT&T for two years and now have WAVE. Oh how I miss DirecTV and AT&T. WAVE is an embarrassment! The equipment is crap. The customer service is an excuse ridden argument. My kids only reminded me how WAVE was forced on us back in the suburbs and how I had turned off the TV back in the day (1997) because the service was so bad. Service is even worse now, I'm paying for DirecTV streaming over internet while trying to get a dish or Comcast (I know ........ Comcast) installed into my little two unit building. We had a customer service rep named Jason tell us how it is all our problem that they cannot manage their own broadcast schedule or services. When is the last time you have to hear a customer service rep tell you that you need to understand that they cannot control what they broadcast and that you have to pay for services that they cannot deliver? Does customer service exist anymore?? It doesn't with Wave.... Save yourself and don't do it with WAVE!! WAVE should just go ahead and rename itself as Trump Cable.....an absolute joke! If you have a choice...I suggest it is not WAVE! I'm offering my HOA money to get rid of such a horrible service company.....to even call them that is an insult to service. read more

Their service is definitely getting better. At first, I had the 100 Mbps, (not unlimited and didn't know) and when I went over the monthly limit, I was charged a bunch of money. I called, they said instead of giving my money back since I did use the internet already, they could make my service unlimited for $20 a month, and increase my speed to 250 mbps for the remainder of my contract. Unfortunately, I did have to move and they don't provide their internet in the area I'm moving to (Richmond), but they were very helpful with disconnecting my internet and cancelling my contract without any extra charges. I would just have to return the modem they issued. The speed of the internet while I had their services was ok, it wasn't full 100mbps or 250mpbs (No internet service is as what u get that why it always says " UP TO ...") read more

I will have to say that I have nothing good to say about astound broadband. Horrible recurring outages and customer service reps who don't offer any help besides a modem reset and techs who are obviously in over their heads. I do not trust in their services. read more

Wave will drop your internet several times a day. I am online at home on a very important web conference call and Wave has dropped service at least twice in less than 45 minutes. It's really crapoy for the work from home crowd. You can be right in the middle of a presentation and boom! There goes your internet. read more

Worst service provider. Promised 24 7 support, complete lie. They can't route the calls correctly and don't event test the service before making it to live. Save your business money and go somewhere else. read more

If negative five stars were available that would be my rating. The internet goes down constantly. Trying to work from home is a nightmare. The cable TV is over priced and if the main box goes down due to no internet you get a big fat zero for service and a big bill to pay. They suck! Tin foil and rabbit ears would be more dependable. Then the techs come out...3 days later to tell you ..oh this is a line tech crew..not me. Seriously! They have lied, saying oh..you will be upset the end of the day...and zip..notta..doesn't happen Again, most unreliable service I have ever experienced. Can not wait to not have worry..daily ..if I will have internet in the morning so I can work. I am going to WAVE goodbye to this ASTOUNDingly piss poor company!! read more

I'm not sure anyone actually is employed at this company? Our internet was working decently (not great, still spotty but manageable) for about a year before major issues started arising. Our service was dropping at least several days of the month and in recent months, we've gone several days in a row without internet service. Last month, we had 2 weeks where we couldn't get service no matter how we tried to troubleshoot it (per recommendation of Wave). We've cancelled our service as a result. What's worse is the availability of the customer service. We've tried calling multiple times only to be re-routed to different phone numbers or different extensions. Each time we've been on hold for at least 30-45 minutes with the worst wait being over 2 hours (which has happened on multiple occasions). Sometimes our call gets dropped randomly 30 minutes into the wait. Either way, we've only been to get to a service rep perhaps 10% of the times that we've called. Chat is equally bad. Every single time we've tried to use the chat, we'd get a message saying all reps are busy and to come back later. Save yourself the trouble and pay for a service that actually provides what they're selling. read more

This is not a reliable internet service. I work from home and my internet keeps getting cutoff. Pretty embarrassing when it happens during meetings. They don't take ownership of their shitty product. They won't give you a reasonable refund. They overhype their product and don't deliver wh. I suggest signing up for something else. Update: I canceled my account. They said if they want me to pick up the modem, I have to pay $60.00. This place is a joke. read more

Wow, my internet is about 900 MB. But what blew me away was the quality of the technician who installed my internet. With other internet providers, they select the location that is most convenient for them to put the modem. My technician with Wave put the modem in the center of my home, so that I could have could wife coverage. Then, on top of that, he ran an ethernet cable through my attack, over my garage, and down to where I physically work each day. I was blown away. I've never had service that good before. Oh, and it was less than a week between when I signed up and when it was turned on. Downsides: Signing up on the website is a bit annoying. FYI I went ahead and purchased a Netgeer CM1000 modem and a TPLink AX-18000 (Archer AX21) modem. I'm able to get about 300MB over the wifi. read more

It is absolutely OBNOXIOUS to continue to send WEEKLY marketing materials after being asked not to. This has gone on for 4 years at this point. Every *single* week I'm receiving plastic or paper printed materials that are wasteful for the environment and for my personal time. Wave Broadband: if you're LISTENING, please give people an easy and straighforward way to unsubscribe from your crap. 4 years is long enough. read more

My first negative review. Thank you Wave. Back to the crux of the matter, Wave customer support is non-existent. Fraudulent practices, like changing the billing date +10 days for data cap over-charges... As you can see, all they do is apologize and do nothing. Recipe for disaster. Over three hours of phone time, and nothing has been accomplished. As a current customer, ALL CUSTOMERS BEWARE DO NOT SIGN UP WITH WAVE. read more

The internet speed is snail slow . I had to switched to a different provider . After I installed another internet and the speed was okay . I paid my last bill to wave , retuned the modem they rented to me and discontinued the service on Nov of 2018, I still kept getting bills from wave ! Are you kidding me ?? I finally found a time to go to this office but the lady there name Cindy was not very polite to me , although she was exactly the same person who did the return and discounted the service . Obviously, she made an error here ! I needed to wait for a long time for her to " credit " back my account ?? What ?? I canceled the service in Nov. and still getting bill in Feb ! I said " why don't you say you are sorry that the company made a mistake?" She then said her sorry ! I asked her a confirmation number that I am completely done with this company and I will never get another bill . She said she had no confirmation number ! She said if I get another bill , I can come back again . But who has the time to keep coming back for the service you already discounted and kept getting new bills ?? This is beyond ridiculous ！ Update : after this ridiculous experience, I received another bill from wave ! Then a collection notice ! This woman Cindy is not incompetent but also malicious ! She mist intentionally sent me to collection while she already knew she made a mistake and did not take care of the discontinuation of my service correctly ! What a horrible internet service experience! read more

I don't appreciate the fact they ask for all this personal information to see if they have service in my neighborhood. Good thing I saw the writing on the wall and I won't be getting that call. I don't want your junk mail sent to my home and especially to my email. Please lose my number too. Reviews are very important and I'm grateful for the ones I've read. Thanks guys. read more

I am having the same experience as the other reviews that I see were posted frequently. We've been with Wave/Astound for over 15 years. I have kept them all these years very specifically because of customer service. Been trying to call them and they drop my call most of the time. When not being cut off (automatically) I've been waiting in the queue for over twenty minutes and just can't wait any longer. I've tried 4 times in two weeks at different times and on different days, still cannot reach them. I assume they are are going out of business and just don't want to say it. So, customer service has become impossible. read more

So out of the blue a couple of months ago Wave added a $1.97 "additional internet" fee to my bill. After at least a 30 minute wait time, when I finally spoke to a customer service rep I was told it was for infrastructure improvement. He said he could waive the charge for a couple of months which he did but it is now there again. I agreed to pay a certain fixed amount for the services that Wave provides. Those services have not been improved in any noticeable way yet I am being charged for 'infrastructure improvement" yet NOTHING HAS IMPROVED. Where in my contract does it say that I have to absorb this fee. I'm calling BULL##@& on Wave and rank them right along side with PGE. Yeah, it's only $1.97 but there a principal here. I have stayed with Wave out of long term loyalty and have been a customer going all the way back to the dial-up days of RCN......for you newbies that is 1992!!! Guess what Wave.....Sonic is in my neighborhood and offers a MUCH faster package for about 1/3 less than I am paying you. Since I am retired and on a fixed income now every penny....all 197 of them.... count. Rescind this fee PERMANENTLY or I am gone!!! read more

Feels like an oxymoron -- they're my Internet provider, but I can't seem to be able to communicate with them. Their website's username/password reset procedures are archaic, and so I've been trying to go it old school -- being on hold on the phone for over 30 minutes and still nada. Say what you will about crappy Comcast, but at least I was able to talk to someone in about 5 minutes. read more

I have been waiting since June to WAVE. I have had two installation dates (one in July and then another one on October). Both times I have been told that construction needs to "change a node" in order for me to be able to have service. Both times I have been assured that a Supervisor would contact me and that the issue would be resolved shortly. Though I contacted WAVE many times (at least 10), I have yet to have anyone contact me no matter how many times they say someone will. Customer service call center is located in Kirkland, WA. Though they are pleasant, they have absolutely no way to actually assist me. To say that I am frustrated and annoyed would be an understatement. Every week I get flyers inviting me to use your service (I would love to) but then you aren't willing to do ANYTHING to be able to actually provide the service. I have been going month-to-month with my Internet provider as I wait for you guys to get your act together and frankly find this whole experience lacks professionalism on all levels. read more

The company has no method online to cancel your account, and forces you to wait an unacceptably long time on the phone to cancel. I was a customer for years and had to move, never again. read more

Like others, I CANNOT reach these folks, even to cancel service, even to save $100 a month. I am not even living in the house that has their service, and I NEED to start saving that money. Multiple phone calls, waited 40 minutes before giving up. HELP! read more

Wave was booked out several weeks before they could come and install - thats fine. The website and the customer service rep determined that I was in the service area. The rep explains that the technician would come out to determine if my address was serviceable. Understood. The rep explained that somebody would call to let me know if my address was not serviceable prior to the later appointment for installation. Here I am, took time off work to wait for their installation, they never came. Called Wave, they told me a technician came nearly a week ago and determined we were "out of the service area." They had never called. I asked for any other details since that obviously wasn't the case, but wasn't given any. The quest for an ISP continues, and I won't be recommending Wave. read more

I swear I'm going to start a broadband company called Two Orange Juice Cans and a String. I'll steal all of Wave's customers from them. Then they'll be sorry. MUAH-hah-hah! Worst. Internet. service. evah. It took my long-suffering spouse an hour to get through to them on the phone and the upshot was they'd send a tech out...tomorrow. Sometime between 8 am and 8 pm. Pathetic excuse for an Internet provider and given that Wave was Astound and RCN before that, that's really saying something. Just nothing good. read more

There is no way to give this company less than a one-star! The price... The price ... the price and what should be illegal is there are no options in my area-that clearly sucks for me and competition--- translation PRICE.. it too darn HIGH read more

The download rate I pay for is 100Mb/sec. From 2015 to 2022 service was generally very good. But what I get lately is anywhere between 1 and 29 Mb/sec. When I call they blame my equipment but somehow are able to reset me to 100Mb/sec service... that lasts for a couple hours until it reverts to less than 29Mb. (I can't seem to do the same thing by power cycling my modem so they are doing something). What I would rather have happen is for the company to take *responsibility* and fix their equipment. read more

Seriously... I'm taking deep breaths here. I need to calm myself before writing this review because even thinking about Astound triggers feelings of homicidal rage; and I'm a really mellow guy. I moved into a fantastic condo in downtown San Mateo last February. It was built in 2006, has a 525 sq/ft deck, two bedrooms, two bathrooms, and is well isolated from the sound of the train. Honestly, it's the nicest place I've lived since I moved out of my folks place - which is saying something. The only problem is some genius decided to allow Astound exclusive rights to the building. Oh my (expletives deleted) god. Let's start with the HD service. It's over compressed, it doesn't look like HD. It looks like scaled up standard definition on most channels. When recording a show to my DVR, which often doesn't respond to button presses for up to a minute at which point it executes the whole queue, I have to record in both standard and high definition. This happens in both rooms that have televisions and we have replaced the gear once. Astound 'HD' (and I use this term loosely) will jitter and freeze so regularly it's unbearable to watch. I've missed entire minutes at the end of March Madness because HD was crapping out. Would you like to know Astound's response? SOLAR FLARES Yes, um, the UFO you saw was actually a pocket of swamp gas that ignited briefly when an airplane passed overhead. Now if you'll just look into this memory eraser stick... Really Astound, solar flares? I'm not buying the excuse anymore after nine months. Moving on to other peeves, the basic service offering is really bad. I mean, I have to pay extra for things like BBC one that are so standard in Comcast they're part of the cheapest package. As it is, I pay more for my cable and internet than I ever paid at Comcast and get half the channels. Adding insult to injury, 6mps is a very good day for Astound. My DSL on the ancient infrastructure at Embarcadero 2 gets 6mps. Yes, I pay more for cable than you do. I don't want to talk about it. The subject may sap my will to live. As another reviewer so aptly put it, I've got my own issues with Comcast and AT&T but Astound makes them look amazing. Effing solar flares... right. And you people have the AUDACITY to mock other providers in your advertising? Seriously. I think I'm going to start reporting this to the better business groups. You guys are flat out the worst telecom experience I have had since I first signed up for broadband in 1997. That is a feat of such incompetence I think I'm going to have a seizure if I dwell on it too long. read more

First, let me emphasize that a 1 star rating is the lowest score Yelp allows--I'd go lower if possible. I moved to the city about two years ago and opted to go with the smaller cable/Internet provider because I liked the idea of a small company trying to do something, and didn't want to deal with Comcast. Astound's Internet service, at its absolute best, was slightly faster than dial-up--certainly not good, way below astounding. We had technicians come out who appeared to have no concept on how to work a computer. They literally argued against our crazy "irrational need for speed". Seriously? Outside of providing a rocking name should I ever pursue a prog-rock band, how does saying that to a customer help? The TV picture quality also left a lot to be desired. The HD channels would break-up intermittently and our DVR box would conveniently not record; or sometimes record all static (we switched boxes twice, same problem). Astound at one point said it might be our wiring -- the wires they put in -- or possibly our TV. Considering our television was brand new and worked in every other application, we had our doubts. We finally bit the bullet and switched over to Comcast. We had to wait a week for their technician to come out to switch the signal over, but so far it's been much less of a headache than the astounding migraine my old provider gave me. I never thought I'd be so happy to have a big corporation in my life; of course, I also never thought I'd go on Yelp for the explicit intent to warn people about something. In case you still have your doubts, after several months Astound sent me a collection's notice for their hardware. Luckily, I have the receipt from when I returned their shitty box and remote (3 months ago!) as well as several statements from Astound reflecting my owed balance as $0. Nevertheless, I had to argue with them on the phone on five different occasions and eventually fax them the proof to get this resolved. The highlight of these heated discussions would be when the Astound customer service dude made an audible huh when the modem I "stole" was miraculously showing up as returned in their database. It took him a minute to realize I'm not actually a witch doctor, and that much to the chagrin of Einstein's theory on relativity, it was probably impossible for the hardware to be in two different places at once. (That didn't resolve the issue, that simply got me transferred to a manager who didn't understand why I didn't just return their modem.) Even if I did owe them, they sent me to collections after almost three months without any contact. My address, phone number, and email haven't changed, Astound. You could damage my otherwise stellar credit because of a computer glitch? That's not just crap customer service, that's lawsuit worthy. Am I really going to have to take legal action against Astound? I never thought I'd be that guy. I wanted Astound to work. It didn't. I know you're thinking I'm just another ranting bozo on Yelp, but truly, trust me, go another direction with your cable. read more

Update to my previous review: To reiterate briefly the background, I had been an original customer of Astound's predecessor (RCN I believe was its original name), since its very beginning. For at least a decade,I never had any problems with this company, and then it started changing ownership. After the company kept increasing my rate, without prior notice with the last two done within six months of each other, I was livid. When the May bill came in at $127.86 for my house Internet only--not my telephone service-- just internet for the house with no cable, I canceled the service. I canceled on June 7 and returned the modem on the same day precisely due to its unethical practice of charging outrageous amounts of money and increasing it every six months with no prior notice and no explanation. On the first week of July, I received a bill for $127.86 which apparently covers the entire month of June even though I canceled the service on June 7. My online bill has no explanation as to what this charge covers and the call center was completely useless, with one woman, unable to explain anything, decided to hang up on me. So I made a trip to its brick and mortar store. The shy young man there could not explain why I was being charged for a whole month of internet service, which is used only for streaming services, when I've only used it from June 1 to June 7, when I canceled the service. He finally decided to tell me that it was because I had overused my allotted data--something that had never happened in all my years in being a customer. After spending an hour in the store, completely frustrated and unable to get an answer, especially to the question: how can I overuse data when the only service I have is internet for TV streaming purposes, and NOT for my phone or anything else, I decided this company is totally dishonest and it was of no use wasting more of my time on it. I paid the bill, but I promised the young man that I would spread this review far and wide for the protection of other consumers. read more

Lying, cheating, thieving .... We've been loyal Astound customers from the time they acquired RCN. Most of the time they're ok, as far as cable companies go. However, they are completely unscrupulous. They over billed us for an additional line we did not request. It was their mistake. They only returned half of what they stole from us by saying that we were partially responsible for not notifying them sooner. From October to August, Astound over charged us by adding a charge for a second phone line we did not request which cost $26 per month. We notified them in July that they were doing this. They admitted it was their mistake on the first phone call and they promised to call back within a week. Each week we called and they promised to get back to us within a week. This went on for 2 months, that's 8 calls and not once during that time did they call us back. Finally, I threaten to sue them and they give us half the money they stole even though for the last two months, they knew they were over billing us and kept doing it. Yet, we only get half of the amount we paid for those two months back. They only gave us back half the amount they stole because it was "partially our fault for not actively checking our bill". This may be why the BBB gives this company an F. Additionally, I have a job that allows me to work from home. However, Astounds internet and phone service is so spotty, I actually can't work from home. read more

Once again, I am stealing a good idea from a Yelp Friend in order to review something I would not have thought of reviewing on my own. Here's the thing: I need a lot of entertainment. Like, a lot a lot. Like, for the last six years, my cable package has been "everything you have, minus porn" (as far as Wifey knows). I arrived at this rather opulent cable array through logic I think you will find hard to dispute: it's so damn hard to find anything good on that the only way to have half a chance is to maximize your at-bats by procuring every channel known to man. That plus TiVo. I love TiVo like the son I've never had. But that's a different story. My experience with cable companies has been a virtual wall-to-wall crapfest. And I've experienced a number: AT&T, Time Warner, and of course, Comlast. This spring, I switched to Astound! on the basis that it could not possibly be any worse than Comlast. And I was right. It's isn't worse. In fact, it's better. And cheaper. I currently have the Astound! [look, it has an exclamation mark in its name, and that's stupid, but I'm going to respect the brand] version of the Comlast Triple Play: cable, internet, and phone. And the whole bundle is costing me less than I used to pay for cable and internet through Comlast. Plus, I don't have installers sleeping on my sofa. Which is nice. read more

Garbage. Absolute trashbag ISP in my opinion. I come home to a non-working router and called immediately to get help. They tried something on their end and it didn't work. Told me unplug/plug back in and still nothing. Was told id have someone sent to fix it, no call to update me after waiting 6x hours. I call back and im told they won't be keeping their promise and will have someone sent as soon as possible. So, they sell faulty services and don't care about it. Last guy i talked to was a mute. Just one word answers that left me feeling like i know even less after speaking with him. Avoid this place at all costs. Three thumbs down read more

I have been a relatively happy Astound customer for almost 8 years, ever since they rolled out fiber in my hood (they were called RCN back then). Sure, I had the occasional, unannounced price hike, followed by phone arguments to get a better deal, but that's true with every cable company. Right? My opinion changed recently when I bought an HDTV and decided to (finally) go digital. (OK, so I'm a little behind the times). Long-story-medium: After telling them I wanted to go to digital cable, we haggled, and they finally quoted me a very aggressive price for one year. I decided to take it. I then bought a new Tivo box that would be compatible (but unfortunately not with satellite). I was committed. I called back to hook up the digital service, and after re-haggling with a different person, they eventually quoted me the same low price again. All was well. Then a technician showed up a few days later with the cable card for my Tivo. The result - I had no digital channels, no HD channels, just analog. WTF? I called Astound and they claimed they had quoted me a price for analog cable, not digital. And this same "misunderstanding" happened on two separate occasions? With two different reps?Those effing, underhanded bastards!! When my wife came home, I asked her to go find me a bag of nails so I could chew them. So now, after the bait-and-switch, I pay $10 more a month than I was quoted. Not enough to make a huge dent, but I still feel hosed. and I can't find a better deal from anyone else that supports a Tivo box (yet!). I have only one positive thing to say about Astound. They're not Comcast. read more

:Update: Finally the service personal came down and fixed the problem. I have updated the rating from 1 star to 4. Reasons: he was on time, polite, clearly explained the problem and fixed it in 15 mins. N/W speed is now 100 Mbps. :Earlier review below: One of the worst services out here in SF. They recently had an outage due to the 'infrastructure work' they were doing and I lost internet for 3 days now - called every single days and they said earliest hey could send someone to fix it for entire area is a week out. And they just won't tell how or if the issue will be resolved. Their only solution is they would credit my account for those 3+ days. Internet is critical for most working ppl, I never understand how a company with this horrible service and bad attitude towards customers who call to help is surviving. Beats me. read more

I just purchased a new house and had been a Xfinity/Comcast customer for years - they weren't the greatest but I could have done worse. However, they aren't available in the new location, so I was forced to get Wave. My initial thoughts were very positive. The sales team was responsive, the hand-off from the point of sell to scheduling installation was easy. Then everything went downhill - FAST. The day of the installation, the service technician never showed up. I call in to find out where they are and am put on hold for 45 minutes to speak with someone. When I finally get on, they tell me the service window still has 20 minutes and I am welcome to wait - they put me back on hold.......for another 45 minutes. When they get back on the phone, they tell me the service tech had put in the reason of "unable to reach home" as the reason for not showing. I demand they come out that day - after a lovely "ticket" to the scheduling team, the tech actually arrives at our house 3.5 hours after the appointment window. He is basically pissed off, like we are inconveniencing him. He then proceeds to tell us he can't install the television services that day because out TVs are still in their boxes and will only install the internet. We have to schedule a new appointment to turn on the television service. Nice We get a second appointment for the television services 2 days later. Service tech comes, turns it on and leaves. No issue. Then I turn on the TV that night and find that we didn't get all the channels we had ordered. I call in again, sit on hold for another 45 minutes. Sure enough, they never activated our additional channels - so now they do it. The very next day, I am on work calls and my bandwidth isn't supporting video calls and downloading extremely slow. I run the Wave Speed Test and sure enough I am getting between 150-200 mbps......I am paying for a gig. I do the reasonable thing, I reset the server and try the test again - same results. I call in - thankfully get someone right away - and they have me go through the whole reset the sever and run the speed test - same 150-200 mbps. Then she reacquires the server on their end, run the speed test, same results. Then she says - well if you are on wifi, we don't actually guarantee the speed, you have to be hardlined. We can send out a tech to see if it is a technical issue but if it isn't we will charge you $59 for the appointment. WTF!!!!! You are telling me - your company will gladly sell you a gig of speed and will only supply you with 15-20% of what you pay for and if we can't actually what you pay for, we will charge you anyway AND extra to tell you we can't. This is the first 4 days with Wave.....and I am stuck with them. This is by far the WORST service provider I have ever dealt with. I would gladly go back to Xfinity/Comcast, if they were in this area. I would willing accept all the cancellation charges and leave. If you have a choice, go somewhere else. Stay very very very very very very far away from this company. read more

Let me preface this review by saying: If you want to be able to afford your internet in San Francisco, you really only have two choices: Astound or AT&T (Comcast is great for six months but then you have to argue your way down to $45 a month for internet alone and that's just dumb). AT&T's customer service is a total failure, as they're only open on east coast hours and are typically the most robotic, unsympathetic people I've ever had to deal with. Whenever I've had to call Astound, on the other hand, they've been nothing but friendly, courteous and helpful (and their phone hours are from 730 am to 7 pm, pacific standard time, with no wait on the phones!). Their installation and disconnecting processes are simple and understandable, and someone will come out for free to install and pick up everything, which is great if you, like me, don't have a car. Also the actual service has been quite reliable- the only time we ever had problems with the internet was when there were eight computers on the same network. Truly, I don't know why people bother with comcast and at&t when they can get local service from friendly people that doesn't cost an arm and a leg a month. If you're living in San Francisco, the last thing you need is to be paying $60+ a month for internet. read more

These 1-star reviews are making me nervous about the AWESOMENESS of Astound that we have experienced. If i write this review, will my internet suddenly die?? Let's just say that "We used Comcast for 8 months," and by "use" I mean "paid for but never received." We kept subscribing, and sometimes the "OMFG I got Internet today!" euphoria that happened.....ohhh..... MONTHLY....sometimes caused amnesia around the other 29-days we weren't getting it...... nevermind the $60/month bill. Anyway, one day one of us cracked, called Comcast, engaged in a 5-hr yelling match, and we got a "refund," in the form of "free service." By "free service," I mean "We didn't pay for Not Having Internet Service." The Comcast rep claimed, "It's not our fault- you live over a laundromat." Enter Astound. The Astound rep scoffed: "Over a laundromat? Um, why would that be a problem?" They came, hooked wires up to our house, and left. Voila. We've had Astound for several days, and the fact I'm able to write this review, FROM MY HOME COMPUTER, is testament to the superiority that is Astound. PS: A special "shout out" to "PaulsTacos," whose wireless we've been riding off of for 8 months. Thanks for not password-protecting your wireless. We love you, man. PPS: FYI- this is for our San Francisco household. SF'ers, take heed! read more

Lost service on Tuesday. Scheduled for Thursday 2-4 to come fix. Nobody showed up. Called at 4:15 to get an ETA. Told 4:45. Nobody showed up at 5pm. Said the guy came by and left a note on the door. Complete lies as proven by the security camera that nobody came by. They wanted reschedule for another day but given that I stayed home from work to do this I couldn't miss another day. Offered a hilarious $20 for my trouble. Told them I wanted to cancel and they wanted to schedule a time to come pick it up the cable box. I'm not staying home again for them to do that. Bounced me around on the phone for over an hour with no resolution. Completely not worth your time. Worse than Comcast now. read more

Just got off the phone called with "Ken" from Wave about the disconnect between what I owed on my bill in the mail and what I really owe. "Ken" said that wave can't control the mail (so it's not Waves fault) and my account had been updated with my payment that was late. I said "I can't control the mail either" that is why my payment posted late. My suggestion was that Wave do a better job of updating their billing real time so the mail bill more accurately shows reality and is less confusing to the customer. "Ken" was talking over me trying to justify the industry standard for mailing out bills while I was trying to explain that they could try to do better as their online totals are more accurate. The default for these companies is to send out a bill for over-payment because that is benefits them (guaranteed customer for one more month) because they will put that over-payment toward your next bill...very convenient for them and puts the onus on you to be the administrative assistant working for Wave. And that is why internet service providers are among-st the most hated companies in the USA: https://www.huffingtonpost.com/2013/05/22/internet-service-providers-hated_n_3320473.html https://www.usatoday.com/story/money/business/2018/02/01/bad-reputation-americas-top-20-most-hated-companies/1058718001/ read more

I canceled my Astound service back in November (12th 2014) after 4 months owing to the slow speed of the internet service. The cable service was OK, wierd user interface, but OK. I returned the equipment they provided and got a reciept showing my service was canceled and I paid the outstanding amount. Today (1/7/15) I get yet another bill for the month of December and charges thru January 10th! I called to find out why I'm still being billed and I'm told my service was never canceled nor did they receive the equipment they provided. I'll be (once again) going to the Martinez Astound office in the morning to explain my situation and TRY to get them to do their jon correctly. Deliver what you SAY you are selling. Not to mention every month the bill goes up about $3.... read more

The old Astound website was rolled over into Wave's website. BIG PROBLEM. Can't log into my account. I've done everything, tried to reset my password multiple times to no avail. I've called Wave customer service and Wave basically said it had nothing to do with their website, they said the issue must be on my end. NEWS FLASH, it is not my inability to re-set my password, it's your web administrators inability to transfer astound users data properly. Congratulations, you have just given Comcast a reason to celebrate. They no longer have the work customer service and support! I'll give three guess who does and the first two don't count. read more

I wish there were 0 stars. WAVE escalated my request for help, the technician I spoke to by phone had a theory about the problem and said he'd fix it. The technician NEVER showed up, he ignores my phone messages, never returns calls --- but they SEND BILLS. Now no one ever answers the phone. What's going on? I tracked the tv outages over the last week -- an outage (screen goes black) EVERY SINGLE DAY. Some for less than an hr., some for over 8 hrs.!! I'd quit but no one will answer the phone so I can do that. Don't know what to do. Complain to my Congress rep? FCC? BOTH? Advise please. read more