Wave is a reasonably good internet service provider. Almost all of the Wave Broadband sales, customer support and technical staff whom I've ever spoken to over the phone have been helpful, courteous and professional. Unfortunately, I cannot say the same for one problematic customer service employee at the Seattle store location. A gentleman by the name of Meco works at this location and on every occasion that I've had the misfortune of needing his services he has been positively unhelpful. I needed his help with opening a new account and he couldn't help me. On another occasion, I needed his help for returning a rental modem and to my surprise, he couldn't help me. On my last visit, I needed his help in understanding a charge on my bill and he could not help me. I asked if there was anyone else or a supervisor onsite to speak to and he declined. He then zoned off into the basketball game that was on the store's television and paused after a few seconds to ask me, "do you have any other questions?" Perhaps he just doesn't like me because I have a slight accent or happen to be an immigrant. Frankly, to me it seems that Meco is determined to do a mediocre job for his customers and run down the clock every day to collect his paycheck and go home. The closest alternative Wave store is 60 miles or a ferry ride away from Seattle. So perhaps the best customers like me can do is to call ahead and avoid going to the one and only Wave store in Seattle on days that Meco is working. The other employee that I've noticed at this store is a kind lady who seems to be doing a good job. I sincerely wish Meco the best and hope that he can one day find a different job that he is excited about and finds to be fulfilling work. read more

I upgraded my service from 300 to 1000 over the phone and the rep on the phone did not mention I'd need a new cable modem. One of the techs working in my culdesac had the customer service skills to stop by and tell me that he tested my modem and it did not match my service I was paying for. He told me the new model of cable model I needed. No other expectations. Great customer service from Astound! He could have kept this information to himself and not negatively impact the service to the neighborhood. Thank you Astound. Unfortunately I do I not remember the tech's name. read more

Booked installation over 2 weeks in advance (which costs an additional $80 on top of the monthly $90 charges, and we had to provide our own modem and router.) The day of, no one showed up, and the automated phone system claimed the work was already complete. Has to call in 5 (five) times to get the appointment rescheduled any sooner than 4 days later, ended up having to take extra days off work due to no internet for wfh. The worst part was that each time we called, we were promised we'd get a call back shortly/same day, and that they'd send someone back right away. The last person I spoke with ended up admitting that they actually have bo way of contacting anyone local for installation and that the previous requests for service were randomly rejected by the local techs without letting us know or providing an explanation/estimated time of next service. This is the worst service I've ever had from an internet installation, out of at least 15 different companies we've dealt with in the past. As soon as this first month of internet is done, we'll be switching to literally anyone else to get away from this awful service. Avoid if you are on any kind of timeline at all or like not overpaying. read more

Major rip-off. I gave it 1 star bcs the internet is good. They offered internet (500Mbs) for $45 per month for 2 yrs. For $77 per month they added basic cable. I ordered for my summer home then realized I could stream my home Xfinity through an Xfinity app. I tried the cancel the basic cable and was advised the internet would now cost $277 per month!! Basically forced me to keep and pay for basic cable. read more

Astound Broadband has the poorest cable service in the northwest. I live in Port Orchard Wa. And lose at least half my channels at least 5 times a week. The service is expensive and unreliable. I understand when a minor issue happens, but it seems their equipment cannot make it through a day without some kind of failure. Until they are able to raise their reliability, I will never recommend them. Cable is not supposed to be affected by the sun flares or spots.. Just out right poor product and service. read more

So far, we've been SO happy about our decision in Fall 2020 to come back to Wave for our high-speed internet and home phone service! We had a terrible experience with Ziply so we came back to Wave after a hiatus for a couple of years (after we cut cable). Ziply couldn't provide us with true high-speed internet due to the wiring in our home and gave us no option to remedy it since they no longer fix wiring in the crawl space. I decided to call Wave and was pleasantly surprised to find that they could significantly higher download and upload speeds. Through Ziply we were only getting about 19.9 Mbps download/1.5 Mbps upload, but our Wave High Speed 250 plan gives us 263.7 Mbps download/11.3 Mbps upload. Wave followed through on everything they said they would do, which is a big deal to me. They are also more established at this point than Ziply, which is undergoing a big transition and quite a mess to deal with! The other huge benefit of Wave vs. Ziply is that Wave gives us a digital phone plan and an online phone portal where we can manage our calls, including call blocking for specific numbers of solicitors/scam calls. Ziply only offered an old school copper line and nothing was digital about it! (During the time that we left Wave, I missed this online phone portal so much!!) Now it's been several months and I'm still really pleased with our decision to come back to Wave. I'm glad they offer a la carte plans where you can mix/match services since we now have YouTube TV and no longer need cable. I've been happy with their phone and internet offerings! read more

Talking to a customer service is hell. It's infuriating to be put on hold for 30 minutes with obnoxious music in the background and a recording telling you every minute how you can 'fix problems yourself by unplugging and plugging your modem'. Imagine listening to that repeated for 30 minutes! I complained to the representative about their hold service and they get a lot of complaints about this and said it has been brought up to the CEO for the last two years during their company meeting but he won't do anything about it. Waiting for a company to answer your call for half an hour seems the norm these days but it shouldn't be. read more

I called to book Wave g asking for all charges. They misquoted it to me by leaving out the "installation " fee. The technician showed up with the upgraded modem saying they didn't have the one I ordered at the warehouse. I called customer service, and they said keep that one they won't upcharge me. They did. I called customer service again (this time they were minus the service and courtesy) and they were argumentative and said I could exchange the product and a technician had to come out again. So they suddenly had the ordered one in stock merely 2 days later? It smacked of bait n switch and I contacted BBB who stepped in but Wave g was the same. I canceled my service, was told I could have 2 days to get the $75 modem back and they immediately charged my card $200 without warning. Note, the speed slowed after the first day and I'm now with Google fiber and really pleased. read more

The worst. Save your time and headache. Poor help. Poor communication. Technology is ancient. You try to call for help and they have pre-recorded messages that just hang up on you. How are they still in business? read more

I signed up for 300mbps at $20/ month with a 2 year price lock. I was mistakenly given 100mbps. When i called to fix this issue, I was changed from new customer to"existing" and my rate hiked from $20 to $41.33. Plus infrastructure fees and taxes so it was like 56 bux instead of 35. When I called to fix this I was treated very poorly by multiple people. I had to interact with around 6 customer service people. Only 2 of them were attempting to be helpful. The entire experience was very upsetting because I could see that the deal I was supposed to be getting was fair. The price hike after 2 years would have been perfectly acceptable. But to do it after one month just because I called to ask for a correction. It was obvious that some of the customer service people enjoyed talking down at me. You could hear it in thier tone. And saying sorry sooooooo many times without any sincerity was hard to hear. The people at astound customer service who want to help us need the help of colleagues who likely do not want to help. If my experience was any indication, only a third of them are trying. It's not enough. read more

Customer service is awful. They can't handle simple requests. And you cannot update your own info online. When I setup my account, my name was correct in their system, which I verified online. Then 1 week later I get my bill, and my first name was changed to something completely different. They refused to correct it when I called, even though I provided my secret words and PIN. UPDATE: So, the first agent refused to correct it, but I called back and spoke to a different agent and she corrected it. And I had to wait on-hold each time. Really? Moral of the story: Waste your time by calling back repeatedly to take care of simple things. ** Called back to down grade my service, and the agent was able to help me without hassle, so I increased the star rating from 1 to 3. Thanks. read more

This internet service is SO inconsistent! Within the last two weeks our internet was down over 12 hours at each time! Their excuse every time is there is a power outage or something along those lines. We called and kept getting a recording that it would be on within 2 hours and when it wasn't the new recording when calling was two hours later again, etc, so there was NEVER an accurate time. No person would answer after our first initial call to tell them our internet was out. Then they don't want to give you any credit on your account for the outage even though if it was PUD your meter wouldn't be running so you wouldn't be paying for service that you weren't receiving. We run a business and having it down so often causes havoc. If there was another option where we are located I would Jump at the chance to change to another carrier...but unfortunately Astound is our only option because we need to have a static IP for our business and satellite won't offer that either. Basically it is just an inconsistent service with a lot of down time and slow connections. read more

Service is terrible. Wi-Fi goes down multiple times a day which makes working from home extremely difficult and causes our security system to turn off. This is a huge issue if you're out of town because you can't unplug the router to reset if you're not home. Bull goes up without notice and they won't refund for charges that you never agreed to. The worst part is the price for a terrible service and they're the only ones available in the area I live in. Would give them zero stars if it was an option. read more

If I could I would give 0 stars. I have been waiting almost two weeks for a tech to come and set up the internet and have had to reschedule FIVE times, each time the tech would say that he arrived tried calling me several times but I would not pick up. Completely not true after the first time I would wait down near the gate and yet still they would say they called and tried to get in. read more

I was excited to try Astound, so I signed up. Unfortunately, I kept having trouble with their internet coming and going in waves (pun intended). I contacted technical support, and they suggested sending a technician to my place to fix it. When I got my bill, I was astounded! There's an extra $79 charge on my bill for having a technician come to my place! They did not mention the $79 charge on the phone when they scheduled the technician! If I had known about the charge, I would have canceled the technician visit and the internet service! It seems very unreasonable to charge me $79 for a technician to fix their internet so I can continue to be a customer and use their internet service. I called customer service to request a refund, but they just wanted to charge me an extra $5 a month to prevent this from happening in the future! Because of this experience, there won't be a future with them unless they make it right. I'm really disappointed. read more

I live in Boston. I had Xfinity broadband with $29.99 monthly bill. One day on March (2023), one astound sales executive knocked at my door, promised me to have $20 monthly bill with better internet ( price locked for 2 years) and also the contract termination cost refund of my previous connection. Now in July , I have not still got the contract termination amount refunded, paying monthly bill of $35 with similar speed as before. I contacted the sales executive multiple times and also the customer care , every time got an assurance everything will be okay soon. In the monthly I can see that promotion is also for only 1 year not 2 years. All this issues are not getting solved and I am not hopeful it will ever solve, I will soon initiate disconnection request to restore my mental peace for the internet connection hazards. Actually I was looking for 0 start or less, but I have no option. Please don't go for this connection at all. AVOID IT. read more

Wave has low quality of customer service and long wait times. I was forced into using wave as an internet provider because it was the only service provider available where we lived. The prices were unreasonable, the service was not good and the customer service was terrible. read more

My internet service has been dropping and/or out for over a week now. I have had to call for technical support every day including today in order to try and restore service. As of yesterday I have not had internet access and the customer service representative credited my account for the week of connection loss, but I'm still not able to connect. I was under the impression that this company was the only option for my area, but I recently learned that I can switch to another provider. I'm seriously considering switching. read more

Wave has been by far the worst internet service provider I have had. If you want to get ahold of customer service, you will wait on hold for 40+ minutes every time before even speaking to someone. I recently tried to upgrade my service, as I randomly get dropped, and it's usually faster to disconnect from wifi and use my cell signal. I called customer service, after an hour on the phone, I finally got someone scheduled to come out to upgrade it. The technician came, wasn't able to hook it up, and said I would have to call customer service again to finish the installation. I call customer service again, and after two hours on the phone, and lots of negotiating, I was told that another technician would come out the next morning. No one ever came out, and I have emailed the Supervisor I spoke with yesterday. I don't think my building is serviced by any other internet service provider, or I would have cancelled by now. If you have a choice, choose ANYONE else. This company is beyond terrible. read more

They frequently overcharged me claiming I went over my data limit, however my internet usage remained the same. At one point they even charged me an extra $190 and attempted to charge me $300. Customer service was no help at all and instead tried to market different packages to me. This company is a TOTAL ripoff and I would not recommend them. read more

It's a faulty modem or buy your own when it comes to Astound service. Be cautious of renting their gig modems for the premium price they charge. They use arris dg3450s - if you read any reviews on this modem you will find that it is built with a Puma 7 chipset. A quick google search and you will discover that the Puma 6&7 chipset is faulty and causes the internet to regularly and frequently drop for no reason at all. For the most part, customer service was genuinely trying to be helpful and understanding but they were unable to offer me an alternative modem option. their only solution was to purchase a modem or swap the one I have for the exact same model. It took me multiple phone calls to customer service before I got someone that actually understood the issue I was dealing with and offered to credit my account for the 1.5 months of terrible connection issues I experienced. Let me be clear, the actual internet speed (when the internet is working) is fast and accurate to what they advertise. The problem is with their hardware and their performative ignorance to the issues it has. Until they switch brands on their modems or switch to a model that doesn't include a Puma 6 or 7 chipsets, they will continue to have these issues. My biggest complaint is scheduling 3 separate technicians on 3 separate days, waiting around at home for long service windows, just to have the next tech tell me that the previous one didn't know what they were doing, but yet none of them ever solved the problem. I'm an untrained civilian that doesn't even work for the company and I was able to troubleshoot this problem better than the people that work for the company. Also, the customer service agent did confess that they hire 3rd party companies to handle their customer service calls. Which explains why a previous agent was offended when I asked them if they actually work for Astound or if Astound hired them as a 3rd party to take the calls. So yeah, good luck getting someone on the phone that will actually work through your issue with you. If a modem reset doesn't fix the issue the immediate next step will always be to send out a technician, that's all they are trained to do. Hopefully Astound will evolve to valuing customer experience over saving money and will stop outsourcing its customer service to 3rd party companies that are not held to similar standards or product knowledge. Hopefully, someone who is in charge of purchasing the modems that they rent out will spend 4 minutes researching the products before charging a monthly fee for the use of a DOCUMENTED faulty piece of hardware. If you want to be a Comcast clone with all the negative reviews and terrible reputation, keep doing what you're doing. If anyone that works for Astound actually reads this review, ASK YOUR REPS WHAT THE MOST FREQUENT ISSUES THEY GET CALLS ABOUT! Your rep told me that the issue I was experiencing is the primary issue that people call in about when dealing with this router. It's simple math to deduce where the problem is coming from. But most likely Astound/Wave is doing different math, their math is only maximizing profit and screwing over the customer, otherwise, they would have identified this issue and corrected it in August of last year when this article came out. https://lookgadgets.com/articles/intel-puma-modems-list/ They are choosing not to fix it, which is made evident by the fact that they do not have any other modem options available. Now I'm going to use the credit on my account to afford my own modem and wifi router, one that I can personally research and verify has no KNOWN FAULTY CHIPSETS in it! Then I should be able to experience all the internet speed that is promised to me for the monthly rates I am paying. read more

We pay $131 a month, while on a "promotion" that only saves $5 for just internet and I'm writing this review from my ATT data, because as usual my wifi is out. Drops constantly. They've "fixed it" 5-6 times. The only other option from my area is Century Link but I had past terrible experience with them too. read more

The monthly cost will actually be far more than 19.95, especially after the 1 year sign up offer, and $20 month for a modem - so makes sense to buy your own. they say that the only modem (at least 300mps) that will not work is motorola 8600. We used a netgear CM700 modem - works a treat and far faster than the modem that wave had initially supplied. Automated tech support is terrible. If you want to talk to a human being about tech support, than do the auto-menu for change service/upgrade and you'll go straight to a tech. Our wave modem had finally died (lazily hadn't gotten our own) and the only automated "tech support" option was to reboot (no effect) or pay $79 to have a tech come out. So, hunt down a tech - and once you reach one they're pretty good. But the automated tech support - terrible. read more

Wave is plain HORRIBLE! They do not make any effort to assist you in when you need help. I even spoke to a 'manager' named Michelle H. and she was only interested in getting me off the phone. So dont expect immediate help and be prepared to waste your time and money. After 14 years, I'm done with Wave. read more

Paying way above their current prices for 1GB speeds, which I never get those speeds by the way. Their internet is so unreliable, the only reason I would use them is if it's the only internet provided by the building. Avoid using Astound by Wave at all costs. read more

THE WORST PROVIDER of any service on the planet!!! I have had 2 separate experiences with Wave Broadband. Changing the name to Astound will NOT change anything!!!!! The service works less than 50% of the time. All customer service and tech support is essentially non-existent (even to cancel service when you move) since you have to spend 2-3 HOURS (let me say that again... HOURS) on hold just to talk to anyone; and they have no call-back system, so you literally have to wait on hold for HOURS!!! When you finally do get through (if you haven't died first), the first response is, "you must have done something wrong." If there was any way to give a negative rating, I would give this company a billion negative ratings!!! Absolutely THE worst company I have ever dealt with in ANY industry EVER... I'm 75 years old!!!!!!! If you have a choice, ANY company would be better... even Comcast, and they are not good. If you consider living in a community that requires you to use Astound, go live somewhere else. The aggravation is NOT worth it!!!!!! read more

Lost internet last Friday night, it's now Tuesday afternoon and I have yet to speak with a human. When I go to there web site I see Award winning service???? What a joke, the automated message says it will be back in service by 2:00 o'clock 6:00 o'clock and so on. At one point it told me to log on to my account??? The final straw was they told me there agents can't help till the service is back on line???? I'm looking in to Verizon or Hughesnet. Definitely getting away from Astound. Worst service ever!! read more

Been having this service since it was still WaveG. Their website revamp is horrendous. Their website is constantly failing due to a lack of backend support, so I have ZERO confidence in their security. Despite this tech struggle, they REQUIRE you to store your payment info in order to make payments. So the other option is to use checks...we're in 2022 and the only reasonable option to use with Astound is check payments. I'm going to try out using checks for a while but will likely end up switching over. Regarding the service performance it's okay. It works ~80% of the time but I often deal with random connectivity issues. Overall, this service has been more of a headache than other web services that I've had in the past. read more

They keep billing me for equipment I returned and got a receipt for. I was on hold for 45 minutes when I called to protest this. Now they're threatening to cut off my service at my new address and turn my bill over to a collection agency. read more

They make Comcast look good, which is saying a lot. They suck you in with low rates for the first year, then you can watch your bill go up $30% or more. I don't know many people who keep them after the first year, which is something the company should address. Keep your prices low and grow your customer base, keep it steady. Would not use them again unless they want to honor the year one pricing again. Otherwise, spending over $300/month for internet and cable is a joke. read more

Overchargin. Cost me 120 a month for "gig speeds". Yet i was provided a subpar router setup, have never seen speeds over 350mbps consiatantly, and to top it off theres an extra 3 dollar charge to pay through an automated system. This company is squeezing every penny from customers. I will be changing providers asap read more

Quoted me $64.99, repeated to charge me 94$ every month. Terrible customer service. No better than Comcast/Xfinity. Not worth switching from whatever service provider you have. read more

Without a doubt the worst ISP I've ever had. Speeds were never even close to what we paid for, rates are not cheap compared to what is available from competitors. Worse, our internet would intermittently drop for 10 to 15 minutes fairly frequently for weeks at a time. They would eventually send someone out who could never give a good explanation for the problem and then the same would happen again after a few weeks. Can't recommend against strongly enough. With WFH things finally became untenable as nobody in our home could reliably be on video calls. So glad to be leaving them behind. read more

I've been having problems for years, I'm tempted to sue at this point. Wave broadband (now Astound) has an absolute monopoly in my area and owns all the infrastructure. The service constantly drops for anywhere from 15 seconds to hours at a time a dozen times a day. The speed is almost always less than a fifth of what's promised, if it even works at all. It's like this all over the city - You can't even use a bank card half the time anywhere in town. i've spent dozens of hours on the phone with tech support trying to get it fixed (and they always say we don't know, looks okay to us!) only to have them pretend there's no issue. A few months ago i spent 8 hours on hold (they were trying to get rid of me) just to speak to a supervisor. That resulted in FOUR appointments to have the head tech for the area out who didn't show up twice and send someone else the other two. The head tech is the only one who can call a truck from a larger city to get the lines in town properly tested, so him not showing up means the problem can't even be assessed properly. To make matters worse the techs that did show up tried to blame the problem on wiring in my home - what they didn't know is after they left i called technical support again and got their notes. In their notes they said it was likely an issue with the lines outside the home and it needed to be checked out (duh). There ought to be a class action suit against this company at this point. Technical support is useless, techs don't show up or otherwise lie to your face. And if that's not enough they overcharge without permission. At first they tried to keep me paying by offering refunds because the service doesn't work, come to find out they never even credited them. This is a truly disgusting company, and if they didn't have a monopoly in the area I would switch. read more

For the past month our internet has been off more than it has been on and we are being charged fully every month. It keeps going on and off with no rhyme or reason (not our modem- they admit we have a "bad line") we phone to get help, they claim they will send a technician but the internet will come back on and we get told that we need to cancel the technician when it goes on or they will charge us $80 for a technician to come out. After chatting to many call center folks it turns out that we should not be getting charged for a technician since we are already on a service protection plan. Also, getting a tech to come after you phone takes over a week. We were supposed to get a tech on Monday. My husband waited at home the whole day, phoned them when no one pitched and then they claimed a tech was already sent out and that a new modem was installed. This was not the case. So after waiting over a week for a technician, we are sitting without internet again and no technician available. read more

Yeah...they might have issues from time to time, but I have always had a good experience with their customer service. They always take good care of me in the end. Their rating is for customer service, not actual internet or cable service. read more

Pay for 250 mbps download speed rarely see above 40 mbps even with wired connection and no other devices streaming paying 100 bucks a month for a 20 dollar a month level of product update your equipment in this area otherwise CenturyLink or Xfinity is going to run you out of town read more

This is my first review ever and I don't typically complain, but I have never in my life had such a horrible experience with a company before and I want to warn others from signing up for Wave services. Not only is Wave almost double what other local providers are charging, they require their customers to pay for additional $5.99/mo insurance on top of the monthly rate. If you don't pay for this added insurance, and your service goes down or you need a technician to come out for literally any reason, they will charge you for that technician visit. My WiFi had gone out and we were charged $60 for a technician, when it ended up being an issue with the box on the outside of our apartment building, not even an issue within our unit or with our equipment.. Their service is sporadic and over the past few months it's gone out for random periods of time, anywhere from 10 minutes to 8 hours almost every single week.. If you need to have a technician come out, they don't give you a scheduled time but "anytime between 9am - 5pm" so I had to go without WiFi, unable to work from home or even go anywhere else to access WiFi and had to take the day unpaid from work. When the technician came out, they just removed a 2-way splitter from the port that a previous technician left there, without checking the equipment or anything else, and left. The problem came back the very next day.. Previously we had cable as part of our bundle to have a cheaper rate, but then after a certain time frame they raised the fees without letting us know that would happen. We had a technician come out and they said we could just give the cable equipment back to him and cancel that service. That was never communicated and they continued to charge us even after they took our equipment. When we called customer service, they offered a free 3-months of Starz and HBO, but then after the 3 months, we were being charged for these! It's just a constant headache from them. Honestly this has been the worst experience I've had and we've dealt with this for several years, so I'm cancelling and getting CenturyLink. Do yourself a favor and avoid Wave at all costs. read more

The installation technician ghosted me, I waited for nothing for the whole afternoon and the customer service couldn't get to the technician nor tell me why the technician ghosted me. Also, the earliest time they can have it rescheduled for me is 4 days later, which leaves me no internet to use in between. read more

May 4th, A technician was scheduled between 8am - 12pm, to install internet in my home. After waiting 4 hours, the technician never arrived. I called customer support, and was told because I didn't pick up a service call, the technician didn't show up. The agent on the phone, also told me that the job was marked "done". By the way, job was never completed, not even attempted. So I rescheduled for someone to come out the following day between 8am and 12pm. I actually confirmed the appointment the night before and I also called customer support at around 10am day of to make sure a technician would arrive. The agent told me that, a technician was still scheduled to show up at my address. Sadly I waste another 4 hours waiting for a "technician" to arrive but no show, no call. I contact support, and was told my job was "cancelled". Now I am infuriated. I ask why the job was cancelled, and she puts me on hold. When she comes back she said that there was an "error". She asked if I received a call, I said no. She said that there were notes saying "no one was home". I asked her why did this occur, what is going on? I explained to her Ive wasted two consecutive mornings waiting for a technician to arrive and no one has shown up but rather, lied on their reasoning for not doing so. She said she didn't know why and asked me if I wanted to reschedule. LMAO! I obviously didn't reschedule. I am now trying to contact someone with answers and solutions within the company. Complete waste of time! read more