If you're looking for an ISP that is better than Comcast, keep looking. I bought gigabit internet and can't get over 100mbps. My comcast 150mbps plan actually gives me 150mb. Go figure. Don't try to call tech support either, you'll sit on hold for an hour only to be told, "Yep I found your account! Oh no! Looks like you're a Wave G customer, so I'll have to transfer you to someone who can help you" only to wait another 45 minutes being told "please hold, a customer service rep will be with you shortly" every 30 seconds. I was so excited to be able to get rid of comcast and get gigabit speed internet and now I'm just left so disappointed. Spent $150 on a Wave recommended router in order to get the advertised speeds and can't get 1/10th of what I'm paying for. I looked past the negative reviews when I saw gigabit internet for $80 per month, but don't make the same mistake I did. Save yourself the trouble and go with another ISP. Even comcast at least answers the phones. read more

Wave Cae is the WORST company. Customer Service stinks. Our email has not worked correctly since Christmas day. We called and were told the email team would get back to us. 16 days and numerous phone calls later, no response. WAVE can or will not connect us directly to the email team, they will not connect us to anyone that can help, and they will not give us credit on our bill for services not received. Do not use this company! read more

Nick and Gary from Wave stopped by to install a new modem. They quickly realized that I already had the modem I needed but instead of taking off, they tested it to see if it was receiving a signal properly. They checked it out and verified that thing were top notch and working at a very high speed. Additionally, they showed me a cool website where I could go in and check my own signal speed. In my experience, the service people at Wave are WONDERFUL! Give them a raise! Thanks Nick and Gary, I really appreciate your service. I need to also mention Adrian at the call center. When I called to discuss my bill, Adrian was extremely helpful and kind. Yay! read more

A joke of a company and customer service raised my cable and internet bill from 246 to 290 with no notification

I just ended my service with Wave after 3 1/2 years at two different locations. Recently, my apartment complex ended our $35 part of our rent contract with Wave. I had added internet and TiVo as part of my plan. I found out today that same plan, after the contract change, rose to $140 for the same cable channel line up, internet and TiVo. This is for one TV and and no premium channels on a fixed budget. I am on my mobile hotspot and looking for a streaming plan. Why wouldn't Wave offer something that's affordable? I think my days as a cable user are over. read more

(1) I continued to have service issues which they said was my router, I purchased a new router/modem, still continued to have issues, I used their router/modem and still continued to have the intermittent not working. (2) I called to change my card for auto-pay online once before and they didn't set it to auto pay so I got charged late fee (3) I called again to change my card for auto-pay, told I could go online instead, or else there's a convenience fee of $6.95 to pay by phone. (4) Expect wait times to be 20(+) minutes on average for phone calls read more

Single worst Customer Service I've experienced! Wave is the only option we have for internet, so I just have to live with it. We've been a customer for many years. connectivity has been decent recently - once it's up and running (Duvall, WA). But the worst came when we recently moved. We ensured our new location was serviceable before building on the lot. Trying to setup new service has been a nightmare. We requested it be setup on June 1. The company will not provide us with any timeline. They continue to say that the request is "submitted to engineering". I've stopped in the office, and have talked with the customer service rep for our area numerous times, and nothing... We're not able to talk to anyone beyond their customer service reps (who don't seem to have any helpful information other then - we're waiting). As a customer - I'd expect that someone knowledgeable could be straight forward with you, and explain what's going on and give us some kind of timeline, so we could plan on our end. We've been trying to get hooked up for 3 months! - and no one at Wave can give us any insight into when they might be able to hook up our connection. Ridiculous! We were first told it takes a few weeks - that became 4-5 weeks. then that became - "we don't know". I then tried setting our account up as a business account, paying more, and hoping for better customer service. Was told they install it within a week. That became 1 more week. and now they say someone will "look at it" this week. Forgive me if I don't believe you Wave... Seriously the worst customer service I've had. If I behaved this way in my job - I'd be fired. Customer service promises things up front that they can't deliver. And they seem like they are powerless and out of the loop in terms of what is really going on. Avoid this company if you can. read more

I've been hearing all the ads for Wave. Seen all the Wave vans in and around my neighborhood. I've completely had it with Comcrap, so I felt that it was time to try something new. So on May 20, 2019, I tried to get Wave service. I got the message that they needed to come out and "survey" my location. I even got this email: "A local Wave representative will be in your area to survey your location to see if you can receive Wave service and will contact you directly with the results within two business days." Here it is, May 31, 2019 and NOTHING. When I call the phone number, it just rings. Apparently, they seem to think they have enough customers. Oh well. I guess I will just have to do the CLink instead. read more

Worse than Comcast's customer service, and even worse connection. I've had to call four times in the last month or so and every call has led to Wave recommending I pay more without fixing anything. You can't make a service call without paying additional money one way or the other, and the customer service and tech support reps are severely under qualified and WILL HIDE CHARGES from you. They will set up an appointment, or offer solutions, but not mention anything about the fees unless you specifically ask about them. DO NOT assume anything they say is without more charges. I've had to pay to boost the speeds (which hasn't boosted the speed), I've had to add a monthly payment for limitless download (since they charged me for a month without warning). I've also now had to pay a monthly fee (minimum 2 months) so that a tech will come out and check the issue. And after three or four weeks the internet connections are still complete crap next to what they promise. All in all, if you have any choice but Wave, take it. (Update from cell service) Why cell service? Because coincidentally my internet stopped working again all of two hours after this post. Furthermore the customer service responses here (as seen just below) apparently aren't real. I sent a DM as requested and haven't heard anything since. Please do yourself a favor and avoid this company. (Update from phone call) They did call after the second update, and I finally spoke with someone after several holds and inputting information on the digital assistant or whatever. This turned out to be a waste of time. They told me the same things they told me before, insisted that they weren't hiding anything (which is not at all accurate) and accused me of "skewing" the information they provided previously. Ultimately, I'm still paying twice as much as I started, with constant disconnects and speeds well below what they claim I should be getting. A tech rep appointment has been made (which still has to be paid for). But as with many other reviews you can see, this company consistently ducks out of sharing information or improving their service. They will still happily charge you for anything they can trick you into paying. read more

Absolutely horrible. EVERY TIME I call customer service, I am on hold for a MINIMUM of 30 minutes. Overpriced and bad service. So annoyed!

I paid for a upgrade in service speed back in July of 2021 and never have received it. I contacted them and they said they would Not even issue a credit for something I never received. And I still haven't gotten a upgraded speed. if you have a choice do not use them I am putting in complaints with the BBB and FCC and may sue it's absurd. read more

So apparently it's okay to just add a random fee without letting anyone know about it l. I'm on autopay and I noticed that the bill went up by $1.97 and when I call they tell me that they let us know on the bill preview. What's the point of autopay if I'm still expected to go in and check the bill every month? Now I know that $1.97 isn't a lot of money, but it does make me wonder what other secret fees they're going to come up with next :/ read more

I'm giving WAVE 1 star, not because they've earned even that, but because it's the only way I can post a review. Since subscribing to WAVE, I've had nothing but trouble. First they sold me a high speed package, but installed and old modem incapable of delivering that speed. If I didn't find out about it myself, I'd still have the old modem. Second, for months now, I've not been receiving channels that I'm paying for - despite several service calls by phone and on site. Third, today I just found out that I'm no longer getting the 240 mbps internet speed I'm also paying for, even though I have all the right equipment and was getting it in the past. Lastly, WAVE makes it seem like moving is a piece of cake - don't believe it. All we did was change apartments, and it took me weeks to get the account straightened out - what a mess that was. For nearly two years we've had nothing but trouble with WAVE services. We only subscribe to WAVE because we don't have a choice in our building. read more

No one works in customer support. I have tried to contact customer service for over a week now and have been unable to get through. There greetings says there experiencing a higher than normal call volume with wait times exceeding 20 minutes. I have stayed on hold over 40 minutes 5 times and still haven't been able to speak with customer service. I'm on hold now as I write the review. read more

I will not recommend WAVE to anyone. The intenet speed varies from 1 Mbps to 12 Mbps without reason known. Ping has been 300+ ms at times. I have waited on the phone for over an hour for technical support, and hung up as I never got to a support technician. I really think WAVE has problems. read more

If the service is up (which is most of the time), it is great. If the service isn't up, it is nearly impossible to contact customer service. I have never called in when they were not "experiencing higher than expected call volumes". They also advertise "self help" options to troubleshoot issues on their main account page--these are non-existent. During WFH COVID times, they are a major liability for my job. Do not trust them with your internet service or moneyl read more

While trying to reach an actual human being in Technical Support, I have now turned into a skeleton, phone in hand, on speaker, listening to their mind numbing "on hold" music. Have been on hold for over an HOUR AND A HALF, without so much as a looping recording saying "Due to a high volume of calls, wait time will be..." NOTHING. Nada. No one. while this has happened before in the past; it's never been THIS LONG. Am having a problem with the modem, and have been trouble shooting in every possible logical way possible, to get our signal and tv back. This is RIDICULOUS. Customer support IS THE WORST. LIKE EVER. I will try and talk my roommate into switching to another company. Wave Broadband? Thanks for the love. You guys SUCK. read more

They have changed my account and I can't access it to pay my bill. I've been sitting on hold for over an hour every day for the past 5 days trying to cancel my service because I'm moving but I can't seem to get through. They keep hanging up on me or not answering at all and I give up after 90 minutes or so. I'm not sure what I'm supposed to do. I'm moving tomorrow. read more

UPDATE: ok I'm BLOWN AWAY! Seriously... I got my bill and it's still reflecting cable service and TiVo. I call in and the 1st guy says there were zero notes and that the account is still reflecting cable and TiVo services at my place! Meanwhile the TiVo boxes sit at my door awaiting pickup. So the rep sends me to an account specialist. She says the same thing except, she informed me that because I set up cable and internet on a 12 month promo that my gig internet would go up $20 bucks. News to me because the original gal said it would stay at the promo rate, but whatever. The gig is great more often than not and my whole reasoning for getting rid of cable is because I don't use it, not necessarily the cost. Oh and now, I have to locate the nearest Wave store to return the boxes because get this... they don't pick up boxes... I swear I feel like I'm in the twilight zone right now! Had I not posted this review, right after getting off the phone with them, I'd literally think I was loosing my mind! Anyhow, if you're canceling your service, my suggestion would be to follow up in a couple days. Just to make sure you're actually cancelled because this absolutely floored me! I've had really good experiences with Wave Broadband. Anytime I've called, the customer service reps have been wonderful. The phone technicians have always been able to help and if we couldn't resolve the issue over the phone, they send someone out right away- like the next morning! I unplugged my TiVo and had issues, they sent a technician out the next morning at 8am! The original install was the same... they came at 8am the next day. I just canceled TV service and kept internet and without any issues. They're sending someone out to pick up the boxes! I was happy to bring them somewhere but they're coming to pick them up! I had Xfinity/Comcast prior and it would be days before they'd send someone out for tv or internet issues. Speaking of issues, I regularly had them with Xfinity/Comcast internet having to reset my modem at least once a week. I've only had to do it once in 6 months with Wave. Overall... I'm a pretty Happy customer! P.S. I use my own Routers and Modem.. maybe that's a BIG difference! The high end SURFboard Modems by Arris work with both Xfinity/Comcast and Wave! read more

Absolutely disgusted with being on hold for over an hour and 18 minutes to cancel our service. The customer service rep was pleasant, but was not able to provide me with a cancellation # or email to confirm that our service was cancelled. Also, I was told that the WAVE office in Belfair was no longer open, we will now have to drive from Grapeview to Port Orchard to drop off our equipment. WAVE will not receive a good recommendation from us. Perhaps they should consider adequate staffing to reflect the steep prices they charge for their services. read more

Been with them less than 2 weeks. Equipment went down and scheduled an appointment with request to be notified 15 min prior. Got a window of 8am to 8 pm. Was notified 3 minutes prior to arrival. Called customer service to let them know on the way. Tech just left a note on door. 3 minutes and 2 calls later still waiting to talk to tech service. Service speaks for itself. read more

They Don't Know the Meaning of Customer Service Wave wants me to spend 10 minutes on hold to make an appointment for service to change the hardware requiring my travel to my mom's place... Further the phone tree only offers sales, tech support, or service upgrade... They have no concept of how to respect customer's time read more

If I could give this company MINUS stars, I would. Wave Broadband is far and away THE WORST company I have EVER had to deal with. I have no choice in cable companies where I live, or I would go to ANY other company!!!!! Am even considering having not cable at all because Wave is so BAD!!!! My cable has been out more times in this first year than all the other cable companies in my life put together. And on top of that, they have NO CUSTOMER SERVICE (I'm in my 70s so that's a lot of cable companies). I have to wait on hold for at LEAST 1-1/2 hours EVERY TIME I try to talk to someone!!!!!!!!!!!!!! They have no call-back queue so you actually have to stay on hold if you want to talk to someone. Absolutely THE WORST!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

The company likes to project itself as community oriented (connecting our local communities) and talks about it's charitable work but it stops service about 2/10ths of a mile from my community while offering it to the communities north, East, west, and south of us. I do not live in the middle of nowhere, but I am subject to satellite internet as if I do (as are my 15 or 20 neighbors). As Wave is the only hard wire broadband available in the area, it is up to them to help us out and connect their local community. They aren't filling the holes in their community because it isn't profitable enough. Doesn't sound like they care at all about their local community. So eventually we got a letter saying "confirmation notice" from Wave with a coupon code. I called Wave and they said we could sign up for cable and internet. They had us signed up and sent a tech out to the house. Who arrived and began to work only to figure out 20 minutes later it's not actually available! How is that even possible?! You actually sent a tech to the house! You keep sending coupons and letters telling us "our neighbors at..." and that you are "proud to serve the local community" but the tech said it gets within .5 miles of our house and there no plans to expand! What a joke. You should focus on filling in the holes in your footprint before expanding to new areas. read more

ZERO stars. First, we had a technician tell my 9 month pregnant wife to "get off her ass" when he left with out notifying or resolving an issue. Second, terrible customer service. Not responsive. They NEVER resolve issues. I have to call back over and over and beg for more to get things accomplished and it still doesn't fix things. They come out, try the minimum. I call back. They had to do a bunch of digging last time....internet is still terrible. Lastly, out internet goes out multiple times a day. Literally, everyday, at least 3-4 times and that is a good. day. DO NOT USE WAVE!!!!! UPDATE! Still terrible!! Our internet goes out several times a day, EVERY day. This is due to the company not being able to fix their main line. They cannot figure out how to replace the current damaged line that I've been told by a tech "it's a miracle your getting any signal at all". Months, this has been going on and no resolve. Nobody follows up. If I didn't call repeatedly they would just forget about it I'm sure. read more

The way they charge money, and they way their customer service treat customers is terrible. My bill was increased by $40 or so. Without any notification. I have called them three times, waited for an accumulative one hour. Couldn't talk to a person to help me... read more

Garbage company with garbage customer service, mostly because management doesn't give reps any ability to actually help.

Very happy with the service over the phone to sign up. The installer was right on time... Technically he had about 5 min left within the install window. Speeds purchased, and what I am receiving via speedtest.net is almost 2x better. The ultra small cablebox is a nice change from the monolithic ugly looking power hungry boxes of old. It's larger than a deck of cards, but not by much. I've had some splotchy TV signal, and an occasional midnight outages lasting only minutes. But I guess if maintenance needs to be done, that is a good time as any to have it done. read more

Still horrible. How can this place still be in business! You'd get better service if you stood on one leg outside holding a metal coat hanger wrapped in aluminum foil. Someone has got to stop these people from ripping people off. They have no answers for anything. We need better service providers in the area. They have the market and are the only ones out there. read more

Too bad there isn't an option for zero stars. Terrible customer "service"! Our TV box needs replacing. It's over a week to get someone out and there's a 12-hour window, so we have to wait from 8am to 8pm. That's absolutely ridiculous. I guess they can be that lousy to people in areas that don't have other options. We'd ditch them in a second if we had choices in our area. read more

Wave disconnected one of my accounts based on a new person requesting service at that address. I tried to get Wave to reconnect but was told I have to resolve this error with the management at the service location. Why didn't Wave contact me, as the current account holder, and inquire about this? Wave simply disconnected my account and arranged for a new install. I spent over an hour on hold for nothing. This is the most pathetic example of "customer service" I've ever experienced. read more

Originally i was a customer of the locally owned Astound in Santa Rosa, it was great. Then it was absorbed by Wave, it got worse. Then Wave was bought by TPG Private Capital (slime bags) and the speeds went down the toilet and prices got jacked up. Good luck getting through to them by phone. I waited on hold for an hour to cancel service. Then they billed my for another month. Avoid at all costs. read more

Loved my experience with Wave at first. Much faster than Centurylink and they gave me a reduced cost on high speed internet. Recently I've had intermittent outages with my internet, which is very frustrating as I sometimes need to work from my home office. Usually it's just for about 5 minutes, but I've seen similar complaints and have heard that people lose service for 30 minutes sometimes. I hope it doesn't get worse! read more

I've never had such a bad experience with a company. Moved into a new apartment that only supports Wave and CenturyLink. Both had equally bad reviews so I flipped a coin and went with Wave. Prices seemed reasonable for the speed and had an appointment for a tech to come out and install a modem two days after I moved in. I got a robo-call the day of, letting me know my tech was on the way. Two hours passed and he didn't show up. I called customer service and after waiting for 30 mins I was told that he couldn't get into my complex so he left. I asked why he didn't call me when he arrived; apparently, the phone number I used to set up my account was somehow not on my account. Which is my ONLY number, by the way. I was also told that he didn't have my apartment number (again, i had to use it to set up the service) so he couldn't buzz me. I said "I'm sure you guys have installed internet into apartments before. He couldn't call the office or buzz them to get into the building?" She didn't reply. I got set up with a new installation date a week out. She also said she'd put my phone number in my account and put a note for the tech to call me when he arrives. Cut to a week later, which is today. I actually got a call from the tech! However, after I said hello a few times, I heard a heavy sigh and my call was disconnected. Sat on the phone with customer service for another half an hour. I was told the tech marked the job as "complete" and went on his way. The rep, to his credit, was very sweet and understanding. He said a tech would be out to install before 3 PM, which is when I had to leave for the day. 2:30 rolled around and I had a bad feeling. I called again and was on hold for 40 mins. Never received a call from the tech in the meantime. By the time I finally got to another rep, I said I wanted to cancel. He said i never even had an account with them. He was super rude about it and never asked me why I even wanted to "cancel". Hopefully I don't get charged anything by them anyway and I'll be changing my card just in case. Really, just don't bother. read more

James from Wave asked me to contact them through Yelp Chatting. He shouldn't waste my time if they have no intention in solving my problem. The other customer associate Sarah accused me of lying about not receiving my bill until July 31st. THIS IS RIDICULOUS. The worst customer advocate team I ever met. Will bring this to the Department of Consumer Affairs. read more

Terrible. I've spent hours trying to hook up to my internet. None of the ports work. I can't work and now I'm stuck at home tomorrow from 8 AM to 8 PM so they can come fix the problem. Shoddy service and even worse customer service. I wonder if Wave realizes people need their internet in order to do their jobs. read more

I wanted to switch from Comcast to Wave because I heard it was better but it was a complete nightmare to try to set up service and they still weren't successful after over one week of struggling and wasting nearly 4 full days of my time that I had to take off from work! They had a ton of confusion on whether or not my building actually supported wave broadband, I had multiple cancelled appointment without notifying me, and none of the technicians that came into my unit could get it working. The first phone operator I talked to signed me up for wave broadband after verifying my address, first technician came into my unit (Monday) and couldn't get a signal and said something is broken and requested a special technician to come out as soon as possible, on the day the special technician was supposed to come (Wednesday), he called and said my building does NOT support wave broadband and there was nothing to fix, I called in again and another phone operator spent 25 minutes just going "hmm, ummm, let's see, well" and then told me that my building definitely DID have wave broadband and scheduled another appointment for me for the next day (Thursday), I confirmed my appointment through the automated call the night before but nobody showed up and I was not notified that the appointment was cancelled, I called again and rescheduled for the next morning (Friday), I confirmed my appointment through the automated call the night before but again nobody showed up and I was not notified, I called again and the operator said my building is now "unserviceable" and she couldn't help me at all, I called again and this time the operator was actually helpful, fixed all the issue on their end and submitted a ticket to get me free install and free 2nd month (an offer already available on the website) and an additional promotional discount, she confirmed my building did NOT have Wave broadband but did have Wave G and scheduled another appointment for the next available day (Monday), she said I could check that my extra promotion was applied on Sunday by signing into my account, I was unable to sign into my account on Sunday and called and was told that my account wont be created until my service was set up but that the promotion request actually failed, on Monday the technician called and said that he wasn't able to perform the type of service installation I needed and requested another technician to come out that same day, my appointment window was from 12pm-4pm and I received a call that the technician was on their way at 3 but he didn't show up until 5 and then spend 2 hours trying to install Wave G but again couldn't get a signal and gave up. I am so done with Wave and would not recommend them to anyone. Some of their phone operators are helpful but some have no idea what they are doing. The technicians were nice but what is nice when they can't successfully install your internet. Went back to Comcast and it was laughably easy in comparison. read more

You can die on hold waiting for help.I have gotten help with upgrades before so it's not the people. I feel sorry for anyone trying to get technical support. read more

Of course they cant just have a simple way to cancel your service online... Instead, you have to call them and wait and wait and wait, and they never answer. Such a scam to make it so hard to cancel. The internet was fine, but there are plenty of frustrating rate changes and miscellaneous fees that show up randomly on your bill, and the customer service is absolute garbage. I think most internet providers don't care much about customer service, but this one has be particularly bad. Avoid if possible. read more

Waiting now on the phone for over 45 minutes to reset a pass word because their online reset sucks!! Who still calls to reset password??? They always find ways to raise prices and their billing doesn't explain why. I wise we could have a choice of providers. read more