Huge shout out to Lameshia in the Concord Wave office! I had a problem on my bill and the 800 number was unable to diagnose or fix the issues on two different occasions. I went into the Concord office and Lameshia found two errors that were causing the problem. She corrected the problems and reduced my frustration - GREAT JOB Lameshia! Thank you! read more

Update- Wave representatives have claimed that the "Free Month" I signed up for was intended to apply to the second month not the first, even though that is not made clear anywhere in their ad. However, they also charged me for the second month! Misleading advertising and defensive/unhelpful customer service is an awful combination. Buyer beware! Check your bills! read more

So tired of Wave's billing plans. Everything's a promotion but the minute the promotion runs out wham! your bill triples. I am very tired of having to make an annual phone call (and never getting the bill back to what it was originally.). For the last year I've had internet and phone for $52.40. Don't remember being told this was a "promotion" when we dumped our cable service and returned all the equipment. Imagine my surprise to receive a bill for about 3X that much this month. When I called they immediately were willing to put me on another 12 month promotion which did lower the bill...this time to $62.40 a month but since I hadn't checked before the original promotion's expiration date this month was "prorated" to $70. There aren't a lot of choices here in Concord and yes, Wave is probably the least expensive if you have a promotion but this is ridiculous. If you can give me a cheap price on a promotion, then just give me the cheaper price period without wasting my time OR Customer Service's on an annual phone call. This is particularly annoying since Wave's internet is nothing to brag about. It's spotty at times/goes in and out. read more

Streamlined. No hassel. I've stopped by the store near closing, Dawn welcomed me in and took her time to service me as a new customer looking for internet service options. She helped me look for great promotions and offered upgrade options if I need more bandwidth in the future. And scheduled my service setup for the following day. Then on the day of service, Drew was very professional and efficiently set up my internet service. Great Customer Service all around! Internet service seems good so far, will update if anything else changes. If you're looking for new internet service options in the area, go check out the store and see Dawn :) read more

Please avoid this horrible consumer rip off at all costs. Steal rom elderly at hundreds of dollars per month.

Horrible customer service. I had an instillation scheduled for 10-12. Thought I heard a knock when I was getting out of the shower around 950. Looked out and saw no one. Got dressed and went out front saw the wave van and the worker on the pole. I'm pretty sure he saw me. Waited until noon and he never came to my door. Called customer service and they said the worker didnt leave notes and couldn't come back. I now have to wait again and reschedule at an inconvenient time. The installer didn't even try calling me. Horrible customer service. They should call the worker and send him back. Not happy! read more

I am trying to cancel services and have been on hold for over an hour! I have called multiple times over the last week. No answer. I guess I will need to submit a formal complaint under the consumer protection act, 1986. I am not living at the address you are providing service. You will continue to bill me despite my attempts to cancel. Wave is pretty much stealing from me at this point. Ridiculous company. ****** Gabrielle, I have no equipment. And there is no way to email or contact you. Are these responses fake? I filed a complaint. Seems that will be the way to handle it. This company is very shady**** read more

This company is now Wave. I've been with Astound since they had temporary stickers up on rented vans. Those folks were always very helpful and even suggested ways to bring down my bill. Today I went into the empty Wave office because of some extraordinary data use on my account. The girl behind the counter didn't understand the problem, and asked me to go home and call tech-support. I am standing in the Wave store and she is unwilling to contact Support or otherwise help me. So, recognize that this office, with three people behind the counter and no other customers in the store, will absolutely not go out of their way for a long time customer. Now, my patronage is up for sale. read more

Due to their website error, a full balance payment was issued rather than the amount I inputted. I just decreased my services recently so a full payment would end up becoming credit so I only wanted to pay what was owed. I called immediately and was told they could not stop ACH transaction and I had to call back when posted. This was on 06/24/19. When I called back on 6/26/19, they said I should receive the refund back in 3-5 days. After a week passed, I called back and was told nothing was processed and that both the agent and supervisor would issue a refund. Here it is today and am now being told no refund yet AND I will have to wait 4-6 weeks. Meanwhile, my checking account has been overdrawn since 06/24/19. I keep asking to speak to a supervisor but the agent tells me that they will not be able to do anything. I am so disgusted. read more

Lousy lousy email service even through it's "FREE" Wave filters email at their servers and at the "Web Client". Both are intermittent and DO NOT notify you in the event an email has been blocked. At the web client it's not too big of an issue because you can see it. But if it's at their their servers you can't and their tech support is at a loss to resolve. This creates HUGE problems if you rely on their email. To fix I'm moving off wave for email and looking at alternatives for access to internet. read more

Great service! Had an issue with a channel and they helped get it fixed no problem! Definitely sticking with these guys.

How are the animals test subjects to determine wireless safety? Did they live out a normal life after wireless exposure since there are no long term studies? read more

After ordering service to be installed August 7th we were informed we needed to have a rep to come out and make sure we could have service at our location. Monday came which was the original date for them to come out we received a call from the service rep after 7pm stating he'd be out tomorrow (Tuesday) I called first thing this morning and the rep told me he'd be out after 1 so I came home and have waited around for the rep to show. Still hadn't shown up so I called CS waited on hold for over an hour. The CSR told me oh it's been rescheduled for Thursday. Never got a call stating it was rescheduled. Making me rethink ordering this service!!!! read more

If I could give negative stars i would. Technician was supposed to be out yesterday 8/9/2019 at 2-4pm. No one showed up. I called at about 4:15pm to inquire and was told that he was running late and would be there shortly. NO ONE SHOWED UP. I was left hanging, tried calling again at about 6pm and was put on an endless hold. Couldn't even get anyone on the phone. At 8pm we received a call from Wave and was told a tech would be out the next morning. Ok fine 8/10/2019 tech does show up, but when he leaves we try to hook our smart tv up to the wifi and find its NOT WORKING! I immediately got on the phone and was on hold for, no lie - 2 Hours. I finally had to go out and couldn't hold out any longer. I try later and don't get someone on the phone, apparently the installation was done incorrectly and Wave doesn't have any record of the equipment that was put into my home. A technician must come and log the equipment correctly. Ok fine Here is this nail in the coffin, I was told a tech can't come out until next sunday - 8 DAYS! Are you kidding me? I'm absolutely blown away by that. I will be going to the office Monday morning and returning the equipment and wow, am I done. So many of my hours WASTED! Wave, you should be ashamed! read more

Always get good service, both at this location and technical support. Today worked there with Mac, who was helpful and creative in resolving my issue much to my satisfaction. read more

The internet service is okay and a decent price. But if you try to change your password on the email account, you are in for a surprise. You cannot. I've called for over 5 days (7 attempts so far) and they still cannot unlock the account to allow for a customer to change their own password. The ability for a customer to change a password to an email account WITHOUT having to share that password with someone is a basic email security practice, yet they cannot do it. AVOID using their email as you will not be able to change your password on your own. Update : July 22, 2020 It has now been 9 total calls over the past 5 days to their customer "support" line. I've talked to technicians and have escalated to a supervisor, yet nobody STILL can help me get my password changed! I cannot believe this...this is absolutely ridiculous. What does someone have to do to change their password with this piece of garbage email service???? I would drop them now, but my address is what I've used to apply for a job, so cannot do so right now. But as soon as I am employed, I am dropping this company's "service". A supervisor promised a call back yesterday and it didn't occur today. Called again today (9th time now) with promise someone will look into in within the week. Amazing....its only been 5 days now. Gabrielle's comments are exactly the same nonsense I keep getting from Wave....either they don't understand I want to change the password MYSELF without having to share it with a Wave employee, or they cannot (or will not) resolve this. I have called and done exactly what she says and what their support folks instructed SEVERAL TIMES and it still does not work! AVOID WAVE IF YOU CAN! Update 27 July 2020: STILL no call from technical support despite promises to do so. Waiting on the customer support line AGAIN (last time I waited for just over 1 hour). I am still stuck with a password that I cannot change. This service is DISGUSTING...I have spoken to 11 support techs and a manager at this point and nobody can seem to help. Update 27July2020 1:10pm: After almost 2 hours on hold, a manager FINALLY explained that the "old" astound.net email addresses have account numbers that are no longer recongnized by their password reset system, so had to manually change it (and is shared with them). So....after 12 calls, 11 technicians, 2 managers and many hours later the need for me to change my own password cannot be done, but can change it if you call their support and request a change. This is livable, but what a mess they created by changing billing systems so often. If you have a newer account, you may not run into the same issues (unless of course they change billing systems again) but this was a horrendous experience that definitely turned me from a Wave fan into a Wave critic. read more

This is the worst cable I have ever had!! they have very few channels and the service is horrendous!! every time you try to call you are on hold for an hour..they owed me money after I discontinued my cable and have yet to pay me back to the tune of $170..honestly if you're thinking about getting Cable I would definitely avoid this company.. read more

Bring back Astound!! Once upon a time, there was a service provider named Astound. They were the best in the land. People considered themselves lucky to have Astound in their home. The unfortunate homeowners that couldn't invite them in were sad. Then, one day, Astound had to leave and a new, shiny service called Wave moved in. Everyone was excited to meet Wave and hoped they would be even better than Astound. Sadly, it didn't take long for people to learn that Wave wasn't as nice as Astound, not as helpful, not as skilled, and not as fair. Wave ignored people. Their accounting was bad. They were lazy about their job. Everyone learned what villains they were. The citizens of the land felt helpless. The End. UPDATE: Finally got through to a person! I couldn't believe it. Then I spent the next hour being spoken to like I was an idiot. So that was fun. The person explained that they didn't know why I couldn't see my bill details (seriously?). He suggested that it was because I hadn't re-registered on their updated website (except that I had). He told me I couldn't register without a PIN. Dude...then how did I just log on and tell you what my new account number is? Still can't see my bill details; but I'd like to know how my bill is so high when we're supposed to be paying for unlimited data. He insisted it's because I underpaid for several months. I'm not in the mood to explain my OCD (and my need to pay all my bills in full on the day I get the bill) and I ask where I can see all this information. Nothing. It's horrible feeling like you're being forced to live with the worst possible option. Living without internet is starting to sound like a viable option. Wave: you really are useless. read more

Never Again! Wave used to be great. New owners, ripping off long time customers. When Wave upgraded it's systems this week, it removed many channels from the lineup. I called and asked what was going on, and got the run around. Customer service is terrible now. Wait times of 45 min plus. I was determined to get to the bottom of the problem, and after several calls was told that when they upgraded their system, those of us who were paying for basic cable had been getting all the other channels in error. They told me it would be an additional $70 dollars per month to restore the missing channels (no premium) just food network, Discovery ID etc. Wave is putting the blame on us for their deceptive, bait and switch tactics. I promptly cancelled my service. read more

Used to be good. Have been trying to call them first 1 week now, wait times are over 30 minutes and nobody's picking up!!! I tried in the morning, lunch time, afternoon, no luck! Is Wave even in business anymore?! EDIT: there's no way to send you a message and you're not replying to emails sent through your contact pages! read more

Simply put, I would advise strongly against switching. I have tried multiple times now to get there customer service on the phone and they refuse to answer. I have wrote on the wesbite for them to call me with the way they ask for you to do and they still wont call. Going on 4 days now and being on hold for over 50+ minutes each time I have tried has still led me to not getting an answer. I understand for the price thinking of switching but don't that all they are selling is a low price. I am beyond upset at this point and just plain sad. read more

I'm in lucky minority to have two cable providers serving my place, Wave and Comcast. Been with Wave for 2 years, but after my promotion had ended, they literally doubled the rate. Called their retention department and they idiotically refused to match Comcast's prices (not even talking about extending the expired promo that was better than Comcast). Well, there is no reason for me to pay more, so instead of having at least some money from me, they decided to have zero. Disconnecting with no regrets. Everyone hates Comcast, however for me they actually worked much better, both in terms of connection and the way they are open to negotiate promotional rates. read more

Worst customer service I've ever experienced! Today Wave decided to end all of our channels except local because they moved from analog to digital. We were not notified of this change and the rep said the company has no way of tracking customers and does not know which customers are analog and which are digital. Ridiculous- shut off cable a few days before the holidays!!? Waited 22 mins on hold for customer service to answer! The rep said Wave is not offering any specials or promotions so there is nothing she could do to help unless we want to pay an extra $70 a month just so I could watch HGTV. We promptly cancelled - no reason to to have the service - they will continue to lose customers for such poor service. read more

I am reporting the great service from Gordon. He came out, fixed my problem and replaced all the old wires from the former iterations (Seren, Astound). He could have just left after fixing my original issue but took the time to replace fittings, connectors and wires. Plus he's a nice guy! Thank you Gordon!!! read more

I am changing my Yelp review to 5 Stars because my Technician Ray who came to fix my Cable issue is Phenomenal and made me a Happy Customer. Thank you Ray!! read more

If I could give Wave 0 stars I would. Horrible customer service since they switched from Astound. Customer satisfaction is their least concern. Rude on the phone, rude supervisors. read more

After almost 10 years, we are canceling their "service" (a term used advisedly) due to the incompetence of both their office and tech staff. In addition, their "services" have declined in quality steadily as their prices have risen. We are happy to say "good riddance" to them... read more

Absolute worst service out there! Was on hold for over an hour and a half! They add on all kinds of random extra charges on your monthly bill in hopes you won't notice! The wireless is a total joke! Hardly works: the TV guide is super funky and hard to use! Total rip off! For the amount of money you pay mine as well go with Comcast! How do I message you my account info to see what you can do? Can you please message me?? read more

Horrible service. My service had dips in speed for download and upload. They send a technician to fix it and all of a sudden I'm getting complete outages multiple times a day. Just stay away from them, they don't even deliver the speeds that you pay for either. read more

Wave set my elderly mom up w/ internet in April 2019. I don't know if thats when they signed her up for Expanded Basic TV or not but they would have seen at that time that she had an old box (or she was given an old box in April 2019). The manual found on the internet (not Wave's website) makes this box AT LEAST 14 yrs old from 2005. She hasn't had Wave nearly that long! The Guide and Menu screens suck. They're incredibly difficult and complicated to navigatae thru on old boxes AND show way less than a current box. My mom struggled, not knowing it could have been made easier for her w/ a current box which is very upsetting as she tells all cableTV/internet/computer people that she knows NOTHING about electronics and depends on such people to best set her up. Of course when I emailed Wave to ask why she was set up w/ an old box they didn't respond. Just like when I tried to contact Wave a couple yrs ago to see if they had service where I live, sent 3 emails and they didn't respond. And of course there's very little to no info on Waves website when trying to figure out how to use this damn menu guide or find out how old the box is or what the most current box is. Not cool. read more

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18 year customer who is still happy. Just cut the cord (cable and land line) and they were just as pleasant as ever and even managed to find me a promotion for my internet service. I have never had anything but the best customer service, both at my home and in the Concord office. Thanks! read more

Left Wave and went to their competition. Now for the 80$ less in total payment I have great HD channels line up, streaming on my phone and stable 150 mbps internet. Thanks Wave for raising your prices on a 10-year customer of yours! read more

Wave broadband has really gone down hill I was with them for many years but this last year nothing but trouble with there system.I called detect tv and I hope they are better read more

Customer service and quality is no longer any good. It used to be when it was Astound. I've been an Astound customer for 20 years. Since Wave took over a few years ago, prices go up regularly, TV/Internet quality is declining, poor and unpredictable, customer service is no good and customer support is a joke. You can't even reach the local office here in Concord by phone. Incredible. Don't bother with Wave. I'm switching. I've had enough. read more

Did you guys fire all your network engineers when you changed to Wave? I've been a loyal customer for three years but unfortunately ever since the name change you guys have had constant internet outages. Now I hate Comcast just like everyone else but I also have a job which entails responsibilities that requires internet so as much as I dislike Comcast at least they don't have multiple outages with no ETA. This is the second day in a row with unusable internet. This isn't isolated to a small area either ...outages reported basically in all of northern California. Honestly you guys need to check your routing tables you've got circular routes everywhere. Tracert yields infinite loops. For 60$ a month I expect bulletproof internet, goodbye astound read more

These five stars are for Brent at Wave. After my first review, Brent responded, and I reached out to him. He has been incredibly helpful in reviewing my bill, explaining various promotions, and even helped me save money. Thank you, Brent! Without you, I most likely would have left Wave. read more

We have been without phone or internet service for 4days. Called last Thursday, first available appointment was Tuesday, put on cancellation list to no avail. Service sucks. read more

Astound shut down my email or it has been hacked, and they claim they can't reset my password for..24-48 hours. That was from rep #1. #2 said that I need to "re-register" to the new platform if I want to use my email. #3 said, she can send me a "pin" that will arrive in my email box in "about an hour". Hello? My email isn't working!!!!!!!!!!!!!!!! Do not use them for your email. Wave...Astound...WaveApp...or any of them. read more

I've been a customer of wave for almost 6 years everything is been good but not any more, Im having problems with my landline for the past 3 days I do use this landline for business and all they do is send techs out to the house to tell me they can't fix the problem that they have to escalate to a professional today my bad experience with them as well was that this person that works at the store I ask him for the account number information even though I am authorize to ask for all of those questions since my wife is in the contract person name Mac wass rude and not helpful at all I need it that number right away to switch to another provider but he could not give it to me at all. I hope no one comes to this problem like how I did. read more

We LOVE Astound! Service has been stellar and the very few problems we've had were handled with professionalism and courtesy. Today we had an Astound tech came out for a problem with our landline. It turned out to be a non-Astound problem, but Jim D., the Astound tech found the issue and fixed it anyway. Everything was "Yes, ma'am" or "No, sir"... very professional, yet friendly. We could not be happier with the service we are receiving from Astound for our landline, internet, and cable service. read more