Filthy thieve's! They made a mistake on my account & still charged me for THEIR MISTAKE! ewww big companies who gouge normal people are the WORST! read more

Here's a good one on Christmas Day. My 95 year old mother lost her phone service, possibly because of an early morning power outage in Auburn. I'm her son and since I was not able to reach her I went to her home. The line connections (she uses a land line) were OK. Tech support was unable to reconnect so the soonest they could get a tech out was "Saturday". On a follow up call we found that they scheduled the service call for Saturday Jan. 3. That is not what I heard. Astound is leaving a 95 year old woman with cognitive issues without communication for 10 days. Not acceptable under any circumstances or law. read more

Been with 'em since WAVE, and although the service of providing basic high-speed broadband is amongst the decent. However, the many deceptive ways of keeping subscribers from their money with pre-payment schemes and additional app costing scams, remains uninspiring and underwhelming at best... So the local office that normally serves the local Auburn/Placer community closes and only offered the nearest location in Rocklin. After a very lengthy and detailed friendly chat with a REAL PERSON/CUSTOMER SERVICE REPRESENTATIVE (!!! NO AUTOMATED BOT's !!!) over the phone, they still didn't KNOW the office's or even the manager who runs it, phone number ??? So, one could simply call a local rep and simply pay one's local internet bill. Oh, but customer service situated somewhere throughout the country, can easily charge an additional $9.95 "Service Fee" to my account (which I had to reluctantly agree with, or else go without paying the balance.) of what I could have simply done in person, or even more simply paid for, locally over the phone to the nearest local office... IF ONLY I had known the phone number customer service didn't know and/or was very reluctant to provide... Isn't it all so funny how many often advertise the many ways for one to simply and easily pay... NEVER AGAIN !!! read more

When I canceled my wave internet on nov. 4th they said I had to pay for the whole month because it was already billed. The internet service was ok. I do not like paying for nothing. read more

Watch out for hidden fees. This company is a joke. We switched our internet to this company in an attempt to reduce our costs. We were quoted $75 a month. What they didn't mention is all the overage fees on data they charge. Seeing how I work from home and need internet to connect to VPN, you can imagine my surprise when our bill this month was $160. So instead of saving money from our previous company charging we're now paying more. $160 for internet alone. Ridiculous. It's way cheaper to connect to my hotspot thru Verizon. Sadly I can't rate this horrid company with zero stars, so I'm stuck putting 1 but just know I wouldn't even give them that! read more

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

If I could give this NEGATIVE stars, i would. Wave/ Astound is the MOST UNRELIABLE internet I have ever had. Changing providers as soon as possible. I work from home and paid for their highest level of internet service. We experience service disruptions weekly if not daily, and the most current disruption has been for almost 48 hours at this point. This is just unacceptable. This is literally the worst internet service provider I have ever had. Avoid at all costs. read more

Been with wave for almost 4 years and I've noticed the customer service has went WAY downhill. I've attempted to call several times during the last few weeks and every time the estimate to get someone on the phone is 30 minutes minimum. I've currently been on hold waiting for someone for over 40 minutes. Seems like they need to hire more employees. Too bad for us customers. read more

Some of the worst customer service I've encountered from any company. There automated phone system is basically unusable. I set up a technician to come out because their internet is down and it's a week wait to get someone to come out. I can't imagine they are going to be in business much longer read more

Do not get it they will overcharge you and you have to call to cancel to get an appropriate cost. They do not reimburse for the difference even if you move 1 day after the service renews, and service randomly cuts out some days and 500mb speed will randomly drop down to 25mb throughout the day only being steady at night. read more

Astounding company! Astounding support! Customer for 3 years. Only ISP option. Endless performance issues and outages. Billing and customer support demonstrate a lack of respect for customers. Field techs tell us management avoids fixing root cause performance issues. Confusing billing practices. We had a credit card compromised and used for autopay. Chase automatically canceled it at the same time WAVE/Astound auto-billed it. Astound added $40+ (half our monthly fee) automatically, and re-ran the charge twice, billing us 2.5x in one month, while sending the normal "thank you for your payment". No notification of any issues. When we called to determine why the bill was over $200 (vs $80), customer support informed us "This issue is your fault so we have to charge you" and refused to help. A second call rep informed us "You have to read each bill in detail to find out what we charge you, and that's just how it is." I don't like writing negative reviews, but I despise companies like this. Will drop this company the second Starlink or any viable alternative is available. read more

Bottom line: these people will go to extreme lengths to steal from you. They're soulless crooks. Every year the 'promotional rate' expires, and you need to call and fight for a new rate. Recently my bill more than doubled. This is commonplace among cable companies and not the end of the world. The real kicker was when I cancelled my service, they charged me $160 for "unreturned hardware" including a modem and router. I have owned my own modem and router for years, and have never used, borrowed, leased, rented, or otherwise been in possession of any hardware owned by Astound. I've spoken with 6 separate people at their company, including a "supervisor", and none are willing to help. They all demand that I provide a "return receipt" for both items, which is of course absurd - I have never had their hardware, so I have never returned their hardware, and therefore was never given a return receipt. I have filed a complaint with the Better Business Bureau. I will file an objection with the credit card company. If push comes to shove, I'll file suit in small claims court. My recommendation: find another internet provider. DSL, even if it's slow... satellite, even if it's expensive... I'd recommend smoke signals before Astound. They will cheat you. read more

Longest wait times in history. They say only 20 minutes on the phone, and my business had to wait over two hours and still never picked up. The home service similar situation. It's the reason why all of the wave locations are closing down one by one faster then ever. The absolute worst service!!! Looking for a new carrier. And "Wave" don't message me to send you a message for service and not leave your contact info. Sad. You had a good run but time to move on to a new company. read more

I wish I could give negative stars! WORST CUSTOMER SERVICE!! When you call, wait time is much longer that was estimated time they give you. When you email them, they never respond back! All I want is to fix my log in for their website, so, I can pay them. AGAIN WORST CUSTOMER SERVICE! You guys are making me miss AT&T. read more

I've been on hold for 32 minutes. I was on hold for 30 minutes yesterday and no one ever answered my call. I'm on hold today for over 35 minutes on two different phone calls. What the fuck? Does anyone actually work in customer service? This happens every time time I call, except when I called to cancel - they were right on it. God forbid you need help with anything else, you won't get it. I"m scheduled to cancel my wifi service tomorrow Tue 8/13 but need to postpone. I'm not turning my equipment as scheduled today. If someone would answer the fucking customer service phone, you would have known that yesterday. I need to tak to someone about downgrading my internet plan. Also, I'm filing another complaint about your shitty responsiveness - or lack thereof - for customer service. Good job having a monopoly in Lincoln, there is no other service available where I live or I would have canceled a long time ago. I've now been on hold for 40 minutes. Well done Wave! read more

This is the worst of the worst. Unfortunately, in Auburn, you don't have much in the way of choices. So here's why I'm posting this review: 1. Service is like a wave. It comes and then it leaves. Really, the services rendered are the very worst I've ever had. 2. When there's a problem Wave will want you to trouble shoot the problem. This has happened to me many times. My question is, aren't I paying for this. I didn't sign up for this thinking I would be the tech. To be more specific, you have a problem so you call Wave (30 minutes to an hour). Then when you finally get someone they will use up another 30-45 minutes troubleshooting. Who has time for this? 3. Rude managers. I talked to a manager the other day, who was straight up condescending. He literally acted as though I was being unreasonable. I have a 21 month old and a wife. We both work rigorous full time jobs and are in the middle of a pandemic. I don't have time to donate to the greed of corporate. Get a life Wave I'm closing, go with any other option. Wave is not worthy. read more

Don't want to spend much more time here since I spent 5 hours with numerous incompetent Wave Broadband tech support - and their supervisors. No luck finding simple solutions. As others comment - I agree this company acts like a bunch of clowns. Customer 0, Wave paid 100% for their monopoly control of your access to the web. They do not need to provide good service they own the territory you live in. No incentive to provide good service. Not good for customers read more

Internet is terrible, I live in town and the connection is always lost throughout the day. Pay bunch of money for a service that works 50% of the time... BS And as you can see with all the wonderful reviews... they don't care to lose customers. read more

Wave Broadband is horrible . There equipment doesn't work but still charge over price. Our bill went up from $232 to $326 dollars a month. That's absurd..... They don't care if they lose customers. Their hold times are bad. Once called and was on hold for 60 minutes!!! Good luck if you use them.. I'm going to be leaving them!!!! read more

I started dialing 1 866 928-3123 at 7 am by the time I got pass the auto answering at 7:02 I was told I had a 41 minute wait. This is the same wait hold time I had on Friday. Also isn't false advertising to state a phone number is a local number when in fact it is not. I read lot of people stating that the local Wave store has really nice people not so for the past few times I have been in there but non the less if they are so nice then why not give then a local number and a few people to answer the phones My question that Honors a 41 minute wait time to answer is simple. If I have auto Pay and have selected Go Paperless then why am I still getting a Bill each Month? What a waist of paper; ink, manpower and money. Hey Wave! GO PAPERLESS means you don't send out a Bill. STUPID! read more

I wish I could give Wave Broadband zero stars, but 1 star is my only option. Their customer service is awful, you spend hours on hold and the service goes down more than it stays on. They constant raise their prices with no warning for horrible internet and customer service. I have reported them to the FCC several times for billing issues and service issues. Unfortunately we are stuck with this horrible company since no one else provides High Speed Internet in Auburn, CA zip code 95603. Satellite just won't cut it. read more

I have been with Wave for about a year and a half. I've only stayed with them because my only options for internet providers are a junk internet provider or another junk internet provider. I'm constantly have to rest my modem and that fixes the problem for a hour or two - I've had to power cycle my modem around 50 times in the last 3 days. Tech support won't even let you get to a actual person to complain about it until , guess what? Restarting the modem! What a novel idea. If this company were not the only real option for internet, I would have thrown their crappy equipment in the trash a long time ago. Yelp, can you please make giving zero stars an option? Please!? read more

When I signed up for service in December 2022 per Wave'e online add I was promised a $200 gift card for their 1200Mbps for new internet. Almost 6 months later, several calls and they are unable to provide as promised. read more

Wave Broadband on Lincoln has AWESOME customer service reps! I'm generally not easily impressed, but on every occasion I've dealt with them they've been very helpful, professional and very pleasant. Elizabeth (aka "E-collar) and Laura are great. They've helpful even if you're wanting to reduce your services. About a year and a half ago I dropped the 'cable' of our 3-way bundled services and they helped me make with some of the alternatives to traditional cable. Wave offers so much cable wise, but for us we used very little of it.... IF you have questions or needed service visit this place - they WILL cheerfully help you. On a side note, Wave cable phone support and technicians who visit your home are also great. The services Wave provides are not the cheapest, but their customer service staff and technicians make it all worthwhile. read more

My bill has skyrocketed to absolutely ridiculous. I've been a customer for 20 years and my friend just got wave for half of what I'm paying. Not happy read more

Terrible customer service that speaks to you with an attitude... as if I am lucky to be paying them for their product. They recently completed an "upgrade" to our cable service and I lost almost half the channels I was receiving. When I spoke to Martha in their customer service department, she was rude and zero assistance. I am currently researching other options and can't wait to get away from Wave. read more

Just please send us our Paperless Bill like the good old days. And thanks for raising our rates and not telling us until the bill they never send is past due. Wave was sold to TPG Capital and Wave starting going downhill . read more

Such a joke. Outages all the time. I'm lucky enough to be on the park/sunset side which seems to get it up the arse! Thanks for nothing Wave! BTW WAVE. Don't tell me to restart my router or modem. I know where the problem is.....YOU'RE SERVICE! read more

Currently on hold for customer service...one hour fifteen minutes and counting. Last time also was over an hour. Chat option basically says "if you're getting this during normal hours (I am) oh well, try later - then literally "thanks for understanding!" (I don't). My bill nearly doubled with no explanation after 2.5 years. My internet crashes several times a month, and they always suggest it's my modem/router (it isn't - tech has been out 4 times in the last 2 years and it's always something external). When you call to report a problem, they try to sell you a monthly service plan, because evidently one has to pay extra if you expect them to support their own product. If a tech actually needs to come out, expect to wait at least a week. Service has gotten markedly worse in the last year or so - they got bought out recently so one can assume that has something to do with it. To be clear, if and when you actually reach a customer service rep, they are generally friendly and as helpful as they can be. This is clearly a structural problem. Pro tip for whoever is running this company; whatever changes you've implemented within the last year, undo them. All. Every. Single. One. read more

Our internet service by Astound went out for two days due to a PG&E power outages that blew their service module. So the lack of internet service was not their fault. However, their business model on customer service needs a total replacement. I called their customer service number (1-855-971-1252) several times to inquire about an ETA for service resumption. The service reps had no information nor could they get any information on this. They cannot connect you to a supervisor who they say has only has the same information they had. I feel for these reps because they are put in the middle of any resolution but have no information. to address it. Astound needs to totally redo their customer service model in order to avoid subscription cancellations because of a lack of information. read more

There was a previous and new Wave fiber install in my house. I went to the location in Auburn,ca. They said to get me connected needed special approval. The next day they called me back and was told they were ready to hook me up as soon as the next day at noon. I paid for phone and internet. They came to install it and the guy couldn't do it. Said he needs special approval which I was told I already had. He also didn't know anything about the phone install. Now I call the number that Auburn office called me on and I returned her call on, no answer, leave a message. I leave messages, no one calls me back. They have my money and I have nothing. We have a Wave Business line going in first week of February in the residence. I need residential service also so figure it out soon. read more

I wish 0 stars was an option. If you're just streaming shows on Netflix it's probably fine for the ridiculous price they charge. But if you're trying to pay $90 a month for 1 gig download speed for online gaming, get ready for the most frustrating experience of your life. First I had to ask them before they upgraded me from below the slowest speed to the fastest speed for the same price. Then the "1 gig" download speed has insane lag spikes everyday every 5-10 seconds for about 30-60 minutes multiple times a day. Will be switching to AT&T this week. "Astound" means you will be astounded at how crappy the internet is since they changed their name from wave. Not sure what happened since the name change but it's definitely noticeable and when the competitor offers the same speed for $10 cheaper I have nothing to lose. read more

When they first installed it they couldn't get it right. Had to come out twice. Gave me one price and charged me another. Six months later they have yet to get anything right even though I've called and gone into the office. They will add anything you want. Try to decrease channels! It will never get done. I was making payments that kept going to another account. They kept telling me I'd never made a payment and sent me to collections. Now I have to take them to court. For me personally this has been a nightmare. read more

So much better than satellite..... even better than Comcast, but we won't say that bad word again in this review ;) Unlike other companies that charge you to make changes and upgrades, you can just go to your local store, pick up the equipment and as soon as you get home and hook it up, you're all done. I love that!!!! What ever happen to quick and local service??? Oh yeah, that's right profit and efficiency became more important. All I can say is that 10 minutes at the store to pick up the box, the 10 minutes to set it up at home, and the extra $16 bucks a month (no other set up or change fees!!!) was a hundred and ten times better than the 10 minutes on hold with other companies, then the 10 minutes with the rep waiting while they verify your name, address, phone number, email, last 4 of your SSN, your mother maiden name and so on, then the 10 minutes to find out it's gonna cost you to have the "mandatory" installation or "upgrade" fee or "shippment" fee or even added time to your contract, and we can't forget the 5-10 business days to make it happen on top of the monthly fee. I've never ever been "happy" with tv or internet providers but more along the lines of just tolerated the least pain the rear, but this time I have to say, I am truly happy with my tv and internet provider...YEAH!!! read more

You would be hard-pressed to find an internet provider with worse customer service / company operations. Minimum hour long wait time to speak with billing. You have to reset your router at least three times a day until you pester them enough to bring you functional equipment (took us almost a year of bi-weekly calls) and then when we did finally get them to rent us new equipment, the "technician" took, but did not return, the old equipment, sticking us with a $200 non-return charge. I'd venture to say that we haven't had functional internet for at least 30% of the time we have been with the company. Because of all this, Wave thought it would be fair to comp us one month of service. Sounds great until you find out the free month was counted as a non-payment, incurred late charges, and got our internet hard-disconnected for non-payment. On top of all these things, they do exactly like certain satellite TV providers have already been sued for, and get you in on a promotional price, never ever mention that it's promotional, and then after one year, your bill will skyrocket to almost $150/month with absolutely no notification of a change. Their online payment options make it very obvious that this was a completely intentional scam from the beginning as they don't ever tell you the amount you are to pay. This is a vicious corporation that preys on the poor and lesser inhabited towns, knowing that they are the ONLY option for internet service in the areas that they operate. If you have pride in the small town you live in and if you love your neighbors, I urge you to do the right thing and send this corporation a message by cancelling your service or not using them as your internet provider if you have any other option. @Gabriel L I guess being better at math than 98% of the population of California does have its advantages. Like being able to go back through your Wave bills for previous months and realize that your internet service provider has you involved in a scam involving purposely deceptive naming of charges, negative option billing, and what appears to be money laundering as around 500 unexplained dollars has washed through our account without coming from us or going toward our bill. I am not a lawyer, but Gabriel L, I would suggest that you pass on the message to your superiors that the cat is out of the bag. I will expose you criminals across every social media platform there is until the proper authorities are alerted to your theft from the American public. $5-15 in negative option billing, per month, per account. You guys are going to owe your customers / prisoners a whole lot of money when this is over. Although, being in the state of California, you guys being a rich corporation, and your ingenious business model of monopolizing only the poor and impoverished areas where the people don't have the means to fight back, I dunno, you might get away with it. Guess you already decided the payoff from that gamble was worth it, or maybe it was because you know for a fact that the entire system is set up in your favor. Either way, I will be the thorn in your side that you can't scratch away. I will make absolutely sure that I take at least enough of your paid employees' time every month that YOU will be in the negative, even after my negative option billing, every month until another internet provider is available is available in my area. Wave, YOU are part of the what is wrong with this country and moreso, this state. read more

The best internet I have ever had. I have two 110 accounts and enjoy almost 100% uptime. I have had five issues ever in five years. Two of them were my modem failures and three of them were Wave issues. Each time things were fixed in a timely fashion. I have to say that Wave has the best tech support I have ever experienced. read more

Wait an hour on hold to find out that there is an issue with the Pac-12 network on the app and they don't know what's going on. Figure it out, or post a message while customers wait over an hour to get through to customer service. This is horrible customer service. read more

These people are con artists. They are trying to bill me a noncustomer $3500 to do construction on their communication box. They also did not want me to call the city to pull a permit which is a violation. All the people will smile and talk nice to you but they are never on the same page with one another. For anyone who doesn't know Wave is a bootleg Comcast, same service and devices. Stay away from the crooked Wave con artists. read more

Very disappointed. I'm paying for Gigabit speed and the most of the time I get around 80-100mbps. On rare occasions it will test as high as 500mbps but never for very long. I've had technicians out twice and both times they claim to have resolved the problem but no. And for the record; I have 16 years as a network administrator so I know how to troubleshoot and test bandwidth. The problem is with the wave network (I have even replaced their cable modem with my own Motorola modem). read more

Can't think of the woman's name that just helped me in the Lincoln way office but she was terrific! Expected to walk in with a major problem and walk out mad. Not the case at all! She cleared up my billing issues without any problems, was very friendly. Highly recommend! read more