Pros: cheap wifi. Cons: customer support Tried to cancel once and they offered me a very low price for 1Gbps wifi and a $200 gift card. They followed through on the lower rate but never sent the gift card. When I tried to follow up about the gift card 6 months later, it was 40-minutes of a painful back-and-forth of verifications, sending me over to a different department, not having records of a previous interaction, etc. All the while being unable to read the room and trying to upsell me multiple times with offers on mobile lines. Enjoyed the cheap wifi. But not worth the pain of having to contact their customer support. Learned my lesson read more

After nearly twenty years as a customer, I can no longer recommend Astound. Over time, the company has repeatedly increased prices while reducing the value of the service--offering lower internet speeds and fewer TV channels than before. I have contacted customer service multiple times to discuss the significant price differences between what long-term customers pay and the promotional rates offered to new customers, as well as the more competitive pricing available from other providers. Unfortunately, the only response has been small temporary credits and continued reductions in services while monthly bills keep rising. Given the lack of meaningful resolution, I will be canceling my service and returning to Comcast, which currently offers substantially lower pricing, significantly faster internet speeds, and a more complete channel lineup. It is disappointing to see how far this company has declined from the quality and value it once provided. Based on my experience, I strongly encourage prospective customers to carefully compare options before choosing Astound. read more

IF YOU WANT TO WASTE MOST OF YOUR DAY WAITING FOR THEM TO NOT SHOW UP, THIS IS THE PLACE FOR YOU! I signed up and scheduled an appointment slot for 8am-12pm but technician never came. I called customer service 3x. 2 of the 3 calls, I confirmed the address and I contacted them during the scheduled window since it was nearing the tail end of the window, to which they said: 1. They told me to check the status of the appointment online if I have an account number, but I can't check because I don't have an account number, because this was the INSTALLATION APPOINTMENT. You only get an account number AFTER the installation. 2. They could not give me an update as to when the technician could come. At this point it was already 11:45am (12pm was the window end) and my second call. In this same call, the support notified me that another agent inputted the wrong contact phone number for me and they updated my phone number at this time. The agent also said the technician will call my number and give me a 30 minute notice that they are on their way. 3. I waited beyond the 12pm window, called support for the third time, to which they said the technician showed but I wasn't home, which is not true, nor did I get a phone call. I confirmed I do not have spam filtering blocking enabled. They said the technician may have knocked but I was too far away from the door to maybe not hear, but we have a doorbell THAT IS LOUD ENOUGH TO JUMP SCARE ME WHEN RUNG. My partner and I were also sitting by the door. 4. I wanted to reschedule as soon as possible, but apparently it was not feasible due to scheduling and I'd have to wait 1.5 days. I asked how do I ensure this does not happen again for my "next appointment" to which they basically said they can't guarantee it. They can't see where the technician is at, what place in line I'd be in for the next appointment if I were to call to confirm they are coming, they also can't "confirm" if they truly contacted me or rang my door bell. I asked them can you send me an email for documentation purposes that we had this THIRD call, to which they say they can't. At this point it is their technicians word against mine, even when I have documented proof and additional people who can verify the technician never came. So yeah if you want to wait from 8am to 3:30pm only to find out "they came" and "no one was home," this is the place for you! read more

Waited 4 hrs for installation & no-showed w/no courtesy call. I called them & they're not coming but they pleaded for me to reschedule when I asked to cancel service. unreal read more

We've been with Astound for many years. Like all providers there have been ups and downs over the years but every time we have had a problem we have received immediate assistance that always resolved our issue. Not at all sure why so many negative reviews. All of those we have dealt with (office and phone staff and especially the field techs) have been kind, anxious to help and have solved every issue we've had. When we have had an issue with our bill a simple call or visit to their store has been absolutely wonderful. We are enjoying great service at a reasonable price. Thank you Astound! read more

We went to the Astounding office at 2841 S el Camino real, San Mateo today. We found Mr. Lenny Castillo is very patient, warm And working efficiently. His excellent service is greatly appreciated. read more

Ordered 1500 Mbps from Astound for $20 price lock* plus fee ended up $32.97 per month. The internet speed is horrible in Daly City. The most I got is around 500 Mbps. The 2-year price lock is a lie. I ended up paying $71.93 per month. I contacted their reprehensive via online Chat and end up wasting my time. They said the will contacted me within 24-48 business hours but never heard from them. Horrible company and customer service. Not recommended to anyone. read more

Astound | San Mateo - Price Lock is lie - Internet Service Providers Near Me - San Mateo, California

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I've been a customer of this company for 15 years and what do I get for my loyalty to the company? Price hike, after price hike after price hike. For what? regular drops in service?, unhelpful service reps, and no equipment. All they do is flip a f'ing switch. I'm switching today. Sucks that companies have lost all concept of customer service, and customer appreciation. Check out the other reveiws they all say the same thing... read more

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If their service is anything like their representative driving down the 101 today, I will avoid at all costs. The van was literally driving on the shoulder as it entered the highway, then proceeded to go 40 in a 65. I thought maybe they were having trouble until I pulled up alongside the van...(check out the photo my passenger took) He has his cell phone almost lifted literally right in front of his face as he's driving. If your own service people don't care enough about themselves or those around them while in the company van, it doesn't say much for the company. read more

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

Worst customer service ever! I called when I needed to close my account, and the rep directed me which equipment I needed to return. I followed their directions exactly, but it turns out they forgot to tell me about a little box plugged into an outlet which also needed to be returned. The company then sent me a bill for $229, which they refused to adjust when I called and explained the situation. Avoid this company! read more

Was overcharged by Astound for a month and they refused to refund me. Threatened to send my bill to collections. This is exactly why we need to regulate the internet/cable industry. read more

We regularly had to negotiate to lower Astound's high Internet service monthly prices. Unfortunately each year Astound would sky-rocket our fees without notice. We should have payed closer attention to their automated payments on our basic Internet rates. This year they shot up to $138.00 a month! We finally had to cancel Astound out of frustration and sign up with another company (with better service and a guaranteed price of $50 a month). Be warned to keep an eye on your Astound automatic billing statements if you're a customer. read more

I just cancelled my Astound service when I moved away from Redwood City. Apparently in the original terms of service was a clause that they require *thirty days* of notice. So I am getting billed for 28 days I will not be living there. Absolutely livid, there is no technical reason for this, it's just taking money because they can. Avoid this service. read more

THIEVES WHO STEAL/ROB YOU BLIND AS YOU GO OUT THE DOOR. They now refuse to prorate if you cancel service in the middle of the billing cycle, and will not consider the modem "returned" until it reaches their factory, even if it's been a week or more since you already turned it into the store. I will be stuck with an almost $100 bill for service that I did not use. This is stealing, and it's FRAUDULENT. If you're considering Astound for service, RUN THE OTHER WAY. I will never do business with them again. read more

Astound increased my bundle price by 49% without notice or added value. In addition, if you are a customer, you can anticipate losing your internet connection for 1/2 - 3 hours at random times and on random days. So, if you're running a business, be prepared for this. I also signed up for paper billing. Astound interprets this as no billing notice whatsoever! What you can expect is a notice of PAST DUE. I've had some very sketchy ISPs but Astound is by far the worst. My ISP in rural New Mexico had a more consistent connection. Think about that. IMO, if you have a choice go with their competitor. FYI, at last check, Astound is NOT accredited and was given an "F" by the BBB. That should speak volumes. Enough is enough, I'm going with DISH. read more

I had a really bad upload speed issue that I spent ages trying to troubleshoot, where the upload rate would go from 25-30mbps, to 0.2-0.8mbps in the span of 40 seconds (and repeats endlessly). I ended up calling Astound/Wave support to get assistance. After some short chats with support, they sent out a Technician to try and root cause the issue. The technician came, and it was apparent he was trying his best. He was consulting some co-workers for some assistance and pointers, and even helped install a new line for our home. Tried a whole multitude of fixes. Despite all of his attempts and a few hours, we could not figure out the issue. But here's the best part. He didn't just leave us hanging, and made sure that there would be maintenance to check out the neighborhood's "nodes". Even left us with the supervisor's contact, and let us know that he would give us a call on the following business day to check in if any issue gets found by maintenance. And he did! The tech called me to say that maintenance did find an issue with their server node, and that the issue should be fixed in a few days. Once it was fixed he even called me back again to check in if the issue is solved. So TL;DR shout out to that Technician (would bring up their name but might not be good), and the team he called and worked with. I've never had a bad time with Astound/Wave support out of all of my experiences with them, and if this is how I am helped with their service I will be a customer for a long time. Definitely beats all other ISPs (XFi, ATT) in my area in terms of service and data plans. read more

I was promised low lower my payment for a year. Got lower for 2 months an then dabbled in 3rd month when I called i was told to bad price went up . Then when I disconnected the service. The charge went up . read more

Terrible terrible!!! services. I have been one hr to ask for brake down of services, either they are helping other clients or they just leave hanging in the phone for over 20 min. At times the phone just disconnect. They keep saying they are trying to help and after a long wait they just do nothing. Whatever this wave or outbound is DOES NOT WORK I called so many times and the bill keeps going up. I hope that other companies will come in so I don't have to be with wave anymore and their low quality services read more

More than 6 weeks after talking to Mr. Rodger Lopez, who calls himself a Sales Supervisor for the area who assured me to "take care of the fraudulent charge," I still keep receiving a bill. So when I called Mr. Rodger Lopez again to find out the status, he yells at me "I'm busy doing my job!!" Apparently, not following through on what he had promised to do is not a part of his job. read more

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

Wave has been nothing but stress for me. I originally signed up for internet on their $40/month promo. Every year for the past 2 years, they spike the monthly rates, from $40 to $75, to $100, for just internet alone. without notice. The first time this happened, I went into the retail store and they said "whenever this happens, just come in and we'll lower it for you." So basically, they charge whatever the hell they want every year and then you deal with the headache of dealing with them to have them lower it $15 per month, meanwhile you're still being ripped off. I've had random charges, like the $10 "one-time charge" that's a mystery charge on my bill right now that I can't get a hold of anybody at customer service (does that exist with them?) to ask what it is and why. I have screen shots of a chat with an employee where I had more questions about my bill (after they unexpectedly hiked my monthly bill to over $100 for just internet only) where after getting frustrated and asking about canceling, the employee basically called me a liar and made an assumption that I wanted to cancel so my presumable roommate could open a new account and get a better deal than what we were getting (interesting how that works). He said our account would be locked for 90 days unless a lease was submitted to them that proved I didn't live there anymore. I informed the little guy that I am getting married and legitimately moving (should I provide my marriage certificate too?), but what a pain for the next people living here and taking over the lease have to go through. However, they will be way smarter than to sign up with Wave. I tell everybody about my experiences with Wave and strongly advise to not use them. I will never use them again. I know most internet providers lack in customer service, but at least you'll get better deals and not an unprofessional company jacking your pricing around to whatever they want. The absolute only reason I have stayed is because my company pays for my internet, so sometimes it seems easier to let the charges fly than deal with their horrendous and/or nonexistent customer service. I am worried about how I'm going to cancel when I move in the next few months. I've heard stories of not being able to get a hold of Wave when you're moving, and I'm experiencing that now. The chat function auto replies telling you they can't help you, no one to answer phones, no one in the offices. I guess at that point, I might have to end up dealing with credit card disputes. Really hoping I can cancel without too many problems. read more

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I've never had the main channels like 2, 4,5,7 have to sit there and load because they use the internet for the TV and it's garbage. They're expensive and you don't get shit for channels. Their customer service is garbage save yourself the time and headache and go with something else. FOR SURE read more

Astound discontinued my Starz package included in my package without any notice. I have had this package for over 7 years, had a few price increases through the years. Was 183.00 last year for internet, extended cable and a land line. I called and the women stated it was taken off my package. So 40.00 more this year with less services. Must be new management. Poor new management. read more

Every few months Wave increases the cost of my internet and cable. They never inform you it just comes out of my account. Locked in fees for a few months then they increase. This is a criminal enterprise that just keeps on going. Their service has been mostly good in the past, but cost is pricing them out and we will look for a new reputable company. Save your money and all the surprises and find a company that cares about their customers, because Astound/Wave does not, it's all about the money!! read more

After having been with Wave for about a year now, I can say I have pretty mixed feelings. First off, for the positives, I switched to Wave after having been with Comcast for nearly a decade and was quite ecstatic at my overall savings with more services than what Comcast was ever able to offer me. Plus, I had substantially less outages overall than with Comcast which would go down at least once every month. In addition, everyone I've interacted with over the phone as well as the installation tech were all very friendly. +1 star to Wave for this. This however is where the positives end with Wave. First bad experience with Wave was when I signed up and intentionally put down an installation date of the weekend. Instead, I get a call 2 days later that they scheduled me for an installation in the middle of the week while I'm at work (WTF Wave?!?!). When attempting to call in, I then find out that they have limited customer service hours where you can actually reach someone. I first attempted to call them during one of my lunch breaks, and noone answered the phone the ENTIRE lunch break! So then I attempted to call them while I was both driving home as well as while I was at home. And without fail, after waiting anywhere between 40mins-1.5hrs on hold, someone would hang up on me. This went on for several times before I finally managed to be blessed by the phone gods and someone actually answered to reschedule my appointment. Most recently however, and what prompted this review, is with regards to my bill. For me, I always choose a physical bill for my internet/cable services in order to both have a physical reminder to pay it, as well as being able to closely monitor any addition charges that may occur. The month prior to my promotional period ending, Wave put me on paperless billing without my consent! I wind up both not realizing that I had a balance due as well as not noticing that my rates went up well over double what they were prior. Imagine my surprised to get an email stating that I have a balance due of well over $300! I'm now trying to call in to cancel my service but have been disconnected 4 times already after waiting the same time periods as above. Is this seriously how this company values its customers? read more

Wow. That was one long four month ride. I don't know where to begin... When I decided to drop AT&T wireless internet for my apartment, I was excited about trying out Wave Broadband. I was only using it for internet in my 1 bedroom apt. I'm going to have a small heart attack getting worked up over all these details so I'm going to try to keep it short but accurate: The price was actually a bit more than AT&T. I was paying (for Wave) for 2.4G / 5G at about $75 a month. The problem is the 5G hardly ever worked, all of my devices were defaulting to the 2.4G, which was funny because I have one TV approximately 15 ft from the wireless router / modem and it wouldn't even pick up the 5g. However, most egregiously, I am disabled, and I have two Alexa/Echo devices that are placed in specific areas so that I may call for help when necessary. A little over a month ago, I had a very bad fall in my bathroom, I fell backwards into the tub and smacked my head on the ceramic tile, and hitting the protruding ceramic soap dish on my way down. As I sat utterly dazed in the bathtub with blood running from the back of my head I yelled, "Alexa! Call 9-1-1!" To which she replied "I'm sorry, I'm having trouble connecting to the Internet..." I COULDN'T believe it! It certainly was not the first time I experienced surprising failures in my wireless Internet connection (I must have previously restarted my modem/router literally dozens of times) and now, when I needed it most, IT WASN'T WORKING! So, a few weeks later, when I needed a technician to come out AGAIN for another problem, I told him to remove all of Wave's devices. and I called and cancelled the service pronto. PLEASE heed my warning, these guysare absolutely inept and couldn't care less. I am still in disbelief over how poor their provided services absolutely failed to deliver any sort of confidence. I am still incensed over this! (P.S. I was able to eventually crawl out of the tub and get to my next door neighbors for help...) read more

Literally the worst. I don't know how hard it is to get it right They messed up setting up my account and also said I would get 2 routers (1 hub and 1 extender). This was also a lie. 6 mistakes and misleading later, I'm done with this company. You've been warned. Price is good but how can a company make so many mistakes with scheduling, cancellations, installations, etc. read more

Finally get thru to the rep and they finally say oh yea those channels are premium so u need to Play an additional $70 for channels like tnt,TVs,food network etc basic channels not premiums wants to charge me $200 bucks, when I stated that those are channels I had from before she said no there was an audit and it's no longer available unless I pay $70. Beyond ridiculous horrible service horrible company save your time and money. read more

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

We haven't been happy with astound since they've taken over. I'm presently on phone waiting for customer service and this is the third time I've called today and was told to call back on the same number and go through all the same steps to speak to a manager, which means you have to wait all over again for another customer service rep to try and reach a manager. It has been going on an hour and still waiting, over all this is my fifth time calling them in 1 1/2 weeks since I've received a case number and no one has contacted us to set-up an appointment. They came out over 4-5 months ago to update our equipment and the installer disconnected our security alarm through telephone line and we've been in contact with our security office to different times and they sent out technician. He informed us that it was on cable end and they would have to charge us to connect. I called astound and have case number and still waiting on appointment, meanwhile still paying for security which isn't working. We have been a long time customer through several company name changes and pay to much for cable, internet and phone service, especially since we've updated equipment cable is terrible! Television is constantly rebooting and internet goes in and out. Paying customers should get better service and treatment!!! read more

After posting my complaint here, their Voice of the Customer team was quick in reaching out to resolve the issue. I contacted Brent and they refunded me the unexpected installation fee. Thanks Brent! That is greatly appreciated. It's just a bummer this couldn't be figured out faster. At first I called and stayed on the phone for 30 min with a rep just to hear there was nothing they could do, then spent a few more minutes posting the negative review here, to only then have the issue resolved. Well, better late than never at least. I'm glad they have a Voice of the Customer team (and that they are this efficient). Thanks Brent! read more

I got another bill from this ridiculous company! I'm on hold on the phone for the second day to speak to a manager.

Problem after problem, they never seem to know what is wrong. They change out the same device every time. Or the one I like is, it has something to do with a device up on the telephone pole. LOL And the technician for that is busy right now. Very week WiFi & eradicated. Cable is always freezing up. We have to reset the cable boxes every couple of days. SMH. The response time is always two to three days out. I do not recommend. read more

After the most horrible experience with Xfinity, I found Astound/Wave G. I am so glad I did. They were able to switch me over in just a couple days! It was simple to get to a real human on their chat and by phone. All of the people I encountered were friendly, polite, patient and knowledgeable. So for all you people who have Xfinity, I recommend you check out Astound. Faster speeds than Xfinity, well thought out website, great customer service and reliable internet/wifi. A breath of fresh air! read more

I tried to call the general number on the sites but couldn't get anywhere. So I went into the store to talk to someone. Lenny was extremely professional and very helpful, and got me the plan and package that worked best for me, saving me a little every month. Better performance and service than Comcast and ATT! read more

Just spent 45 minutes+ on hold to be able to change services. Been on wave for years (since they were astound) but based on the high cost ($238!!! monthly for cable and internet) and the extreme disregard for customer service, I'll be reluctantly looking to go back to comcast. This is after discovering that they had been charging me a monthly equipment rental fee erroneously for years, which they couldn't refund me in entirety because their records supposedly only go back for 5 months. read more

WORST EVER! Save yourself the trouble! On the phone with these idiots EVERY month because their pricing continues to bounce around with extra fees and overcharges! Don't even bother speaking to a phone rep, just start by asking for a manager! I have NO IDEA how companies like these continue to exist.... read more

Store closed in middle of day for lunch. Had to wait close to an hour. Westlake location read more

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

They make me want to move so I can have a different service provider. I have had problem after problem with this company with person after person. Promises made and not kept. The list is too long to include everything, but here are a few recent and ongoing examples. I wanted to add phone service for my 102-year-old grandmother, but didn't want anybody in the house because of Covid. The sales person told me I had to go to a store (30 minutes away) to get the modem. But when I got to the store I was told they don't have equipment in store. All said, it took me 4 hours with customer service on the phone to arrange equipment be delivered just to get new phone service (and it did not require a technician to install). Over a year ago, they told me they needed to "drop a new line" to get my service quality up to what I'm paying for. Every time I call them to schedule that I get put on hold for 45 minutes, they make promise after promise that the "right people" will be notified and somebody will call me back the next day. And I never hear from anybody. Ever. I know they have my phone number, because they recognize my account when I call them. I know they have my email, because they never miss sending me a bill. They don't even claim they've tried to reach me or schedule an appointment. But the "construction" team apparently is a black hole that never reads messages or tickets. I've called during normal hours and during off hours. I've asked to speak to supervisors and managers and their managers. Everybody makes a promise and not a single one of them has been kept. read more

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

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

One star is way too many for this new WAVE of TRASH. We dealt with the once WAVE Broadband company for years which was heaven, they were HONEST, Fair and NOT scammers. Fast forward to "PROGRESS" when ASSTOUND tookover from WAVE BROADBAND and ASSTOUND was "AMAZING" so the media said. So 2 months bills never changed and we were just waiting for the change, kind of like sharks playing with their prey and closing in for the kill. 3 Months later, as we expected, our bill went from $132 to $180 for BASIC CABLE, NO explanation! As senior citizens, we just chalked it up to another SCAMMER to take advantage of seniors. NEED I SAY MORE? UNSUBSCRIBE ASAP!!! read more