Since Astound took over Wave Broadband their product and service has nosed dived into oblivion. I would rather have DSL for the internet and an antenna for the TV rather than pay the obscene amount every month to Astound for their truly terrible service. Plus evidently they made a deal with AT&T to no longer offer service to our area leaving us with no choice but to use them or go without altogether. Disgusting. They ruined a nice little company called Wave. Like others I wish I could give them minus stars not even a plus one. read more

3 days with no internet at this point. No ETA or any useful updates. Customer support is not helpful at all! What are you increasing the rate for?? Decreased reliability?? Terrible customer service?? read more

Astoundingly Bad Incompetent customer service. It took four calls to get my internet service activated: the initial call plus three additional calls. With each follow-up call, the reason for the delay changed. Astound then sent out a technician who told me that the problem was not with my fiber-to-home setup but a failure by Astound to turn on my Internet. I was without internet service for over three days. Billing bait-and-switch. When I signed up for 1 GB internet service with Astound, I was told over the phone that I would have an initial rate of $25/mo. plus fees & taxes for six months and then $55/mo. thereafter. But their first bill charged me $55/mo. When I called customer service about the error, the rep said she could not change my rate, only reduce my speed to reduce my rate. When I pointed out to her that their website currently advertised 1 GB service for $45/mo. with the first month free, she said she couldn't offer me that rate because the website offer did not reflect what she saw in her system. The internet service itself, once established, has been fine so far. But if you decide to conduct business with Astound, be sure to document the offer you see online so that you have evidence to report to the Federal Communications Commission (FCC) should Astound not give you the rate you were quoted. read more

I've been a customer of this company since back when they were Wave--over 10 years now. You'd think that kind of loyalty would count for something, but apparently not. I called recently to see if I could qualify for a current promotion, and was told that it's only for new customers. No offers, no alternatives - just the suggestion to keep calling back in case I happen to catch a day when I might qualify for a promotion. It's frustrating, but not surprising. They're the only broadband provider in my area, and it really feels like they treat their existing customers like they have no value because they know we don't have a choice. If I had any other option, I'd leave in a second. If you're in an area where you do have a choice--avoid this company. Loyalty means nothing to them. read more

Astound is underhanded. They state "no contract" on their website. They told me in person that there was no contract. When I went to cancel they charged me an additional month because they said their was a 30-day notification required for cancellation. When I responded that they had told me on install that I could cancel at any time and that there was no contract they said "yes, you can cancel at any time and there is no contract ... but there is a 30-day processing time." These guys are astoundingly dishonest. read more

Cancelled service because of move. Told me that their terms of service "required" them to charge me for another 30 days. So- they charged me for an extra month despite cancelling service and returning the equipment. read more

45 minutes to change service from one location to another. Amazing response for a company that sells fast internet services. Service Rep tells me she is in training. 'Astound'ing that I'm inconvenienced in my time to train their new staff. read more

I don't usually write reviews, but my experience with Astound Broadband was frustrating enough to warn others. I signed up for a plan advertised as $20/month for 6 months, with free installation and a $100 gift card. Sounds great on paper, but I ended up paying $175+ in just 2 months due to hidden charges, poor communication, and misleading policies. Installation Charges: Was told by both the technician and pamphlet that installation was free, but got charged. Support later claimed a promo code was needed -- never mentioned upfront. Autopay Terms Buried in Fine Print: You need to set up bank account autopay within 30 days to get the discount. This info was hidden deep on page 4 of the billing statement, not shown during account setup or onboarding. Bounce & Late Fees for Payments That Never Failed: I added my bank account and payment was marked "processed," but next cycle showed late + bounce fees. My bank confirmed Astound never initiated any transaction. Support refused to accept fault. Lost $100 Gift Card: Due to their billing error, I was marked a "defaulter" and denied the promo gift card. No Refund on Cancellation: I canceled on Day 1 of a new billing cycle and was told I'd be charged for the full month regardless of usage. No pro-rating, no exceptions. Customer Service is a Joke: Every call ends with "it's in your billing statement." Reps often give conflicting or incorrect info -- like being told I wouldn't get autopay benefits anymore, only to see them applied later by chance. No accountability, just copy-paste responses. Astound may seem affordable, but their practices are misleading, opaque, and frustrating. Avoid them if you value transparency and reliable support. read more

TL;DR Rock solid reliability and customer support Been in Seattle 10 years, have had 2 years of centurylink (now quantum), 1 year of Atlas, and the rest was with Wave G across two locations (Capitol hill medium size apartments and a high rise in downtown). Gigabit service at all locations. In that time period, there were zero issues at the high rise (5 years), and the only issue at the mid-rise wound up being a faulty Ethernet cable between my UPS and router that I neglected to check. Every time I called tech support, they were knowledgeable about both their service and networking in general, and eager to help. My only complaint is longer wait times, but for the price it was worth it. read more

Set appointment quickly. Was reminded of appointment on multiple occasions with the opportunity to cancel or reschedule. My window of arrival was 8am-noon. I received a robocall at 11:10am that my technician Paul was on his way. I called astound at noon to see what was the delay. The person who answered when I called at noon said he had no way of getting ahold of the technician, and he could only look in the file... Now over an hour since the call... also 15 minutes PAST the END of the window. Imagine if all companies ran like the cable company read more

Astound - Empty parking area that should have an astound van - Telecommunications Near Me - Seattle, Washington

3rd outage in 2 months. As a business relying on this service to operate, this is unacceptable.

In Central Beacon Hill Astound (aka Wave) is the only option for higher speed internet. Yet it can be quite unreliable. The weekend of 1/7/2024 there was a TOTAL BLACKOUT of all Astound services that lasted 47 hours! No internet, TV or phone. Ironically when I was texting support about that outage, they asked if I wanted to sign up for mobile service!! Ha. Some of my neighbors have DSL via CenturyLink. DSL lines are no longer being installed. I'll be switching to CenturyLink as soon as they offer fiber at my address. read more

zero is better than what I would offer. price gouging seniors, constantly losing connection for no reason. zero tech support and inability to contact them whenever there is an outage, awful AI support, consistently overpriced. Terrible company, terrible service, and absolutely no one who cares. run, run as fast as you can, unless you enjoy being scammed. read more

Beware, seriously crappy customer service and high prices . Good luck getting an actual person that speaks English to help you

I would give a zero if I could as this is the absolute worst cable company I have ever had the displeasure to deal with! Unfortunately this is the only cable company I have available to me or I would axe them immediately! Our service was already all set up in this residential home from prior occupancy and we just had to set up our service. Well we move in and get things set up and paid and long behold nothing works. Did everything told to according to automated system to no avail. Customer service could not fix so went in and new box given and still nothing. Internet and tv will not work. Customer service no help and completely rude, incompetent, condescending, and unprofessional. This was a supervisor I talked as they gave me an appointment for someone to come out in 10 days to fix problem as I was outraged because I am disabled with No transportation and my phone is supposed to be hooked up with their service as well. This was explained as this leaves a disabled individual with mo means to call out for help if a medical emergency arises. She did NOT care whatsoever and was so rude and condescending about the entire situation. I am Autistic. I read their whole supposed customer promise and it is a complete joke! I am on phone now on different day trying to get through and of course after putting in info I have been on hold for 24 min! If you have ANY other cable options I beg you to choose them! You will be glad you did to save you a huge migraine! read more

I have been with Astound for less than three months at a 600gb/mo service and have been charged almost $300 for fees and services. This is f'ed!!!!!! F y'all so much for being a complete ripoff. Absolutely disgusting. read more

They have horrible customer service I would avoid them If you can. I tried calling several times over a few days to cancel my service but was not able to talk with anyone because they were having a "service disruption". I was finally able to get in a line to talk to somebody but was told there would be a 30 minute wait and that they could put me on the list to be called back. They never called me back. I had to call them back the following day and wait on hold for an hour to finally talk to somebody. I explained that I wanted to cancel my service but was told that I would have to pay for the entire month as I was a few days into my billing cycle but that I would have access to the service for the remainder of the billing cycle. I explained that I would not be able to access the service due to moving out of their service area and requested a refund on the bill or at least to get prorating for the remaining few weeks, but the customer service person was not willing to do anything to help. It is especially annoying because I had tried calling before the billing cycle started but was not able to cancel because I couldn't speak to anyone due to their "service disruption". Save yourself the frustration and multiple hours of waiting to talk to a person and avoid Astound. There are better options that aren't as scummy as they are. read more

Astound Broadband has been my internet/TV provider for nearly a year now (since moving to Washington) They've always been responsive when I've ran into issues ( very few) helpful on calls to set up new apps or trouble shooting issues. They communicate well when there are a issues with their services in the area, via email or text. So when my modem died on the weekend, their automated system was quick to set up a technical service appointment. Being a little impatient and doing a lot of my work online, I called again on Monday, talked through the issue for confirmation with a technician ( Jeremy) and was able to just take the old modem in for exchange, yes it was a little inconvenient to run into Seattle, where the office was, but I was able to plug in the new modem and have all the services up and running in no time, back online and doing what I can remotely. With some of the crazy weather that happens here, I can understand some slow issues, but overall Astound has been a good internet/TV provider for a much better price than some national carriers (X) that seem to escalate their charges every month. Happy Streaming and Yelping again. Cheers! read more

Astound - Modem exchange - Telecommunications Near Me - Seattle, Washington

They don't care about their customers and aren't willing to work with you and not only that internet goes down and they don't fix it right away and expect you to wait almost a week before they will fix it. This is out in the port orchard area. If I could I would give them zero stars read more

Decided to sign up with them and got so damn much runaround with customer service, wrong equipment and a phone call where the woman asked me "are you sure it's plugged in?" I nearly lost it. Returned all equipment and want Astound to POUND SAND. Forewarned this company sucks as does customer service. Want to rate it -1000000 stars they are so damn bad. read more

Terrible communication. When service goes down no one knows anything. Operations never knows what's happening in the field. Phone reps sent me 30 min away to pick up equipment, and when I arrived the lady told me that they don't keep that equipment in the store fronts and that the phone rep should have known that. Always spotty feed. We have gone through so many ethernet router towers for one failure or another. The fix all is always "cycle your router (turn it iff and back on) and that usually fixes the issue". read more

Awful customer service:( WiFi went out, wasn't able to have someone at the house to have someone reconnect it, service was out nearly a month and they only gave me two days credit, because I only called two times?!? So if service goes out make sure to call every day!!! On hold over 40 minutes waiting for a manager to talk to me, being a customer for 10 years, I won't be much longer. Good Luck read more

We have had 4 service interruptions over the past 3 weeks that have lasted several hours if not all day. Many more shorter outages of 20 minutes or so We cannot l get broadband service in our area from any other provider so we can't seek another service. They are currently offering service for new customers at 1/3 the price we are paying and a free modem.. they continue to charge for our modem and refuse to drop that charge or provide us the same service cost as new customers. It doesn't pay to be a longtime customer. Of course they know they have a monopoly and can treat us however they want. if you have options Astound should be your last choice.. read more

They were responsive when I had an issue with getting my bill adjusted, and the technician came promptly. There are definitely some significant fees on top though - the $20 a month offer ends up being more like $42 after all the fees. read more

Astound are a horrible, greedy business. It's amazing they get away with price gouging they do and noone seems to monitor them. In the past Wave would allow me to renogotiate my bundled long time service package. They now say there are no promotions and they doubled my monthly rates! read more

Astound is a horrible ISP. I've moved 10 times in the past 12 years so I've had my shared of different providers. Astound is only surpassed by Xfinity in horribleness, and that's only because Comcast has despicable business practices and bandwidth restrictions. Astound is either incompetent or similarly despicable. They claim they don't have limits yet they seem to be similar to Comcast in their underhanded, misleading terminology, "network management" which seems to cap bandwidth by reducing speeds so drastically that throughput effectively caps downloads. read more

Absolutely terrible customer service. No show, no call for an appointment. No accountability. Had to reschedule a week away. 47073329715009 case #. I should be taken care of first because YOU missed the appointment. read more

AVOID. They had several internet outages while I was trying to work from home. Also terrible website, it's a pain to cancel service when you are moving out. Choose another bigger, more well established ISP if you can. read more

Multiple internet outages per week - we work from home so this prevents us from working. Nearly impossible to speak to someone about it. The automated phone system forces you to listen to ads while they are "looking up your account." Gives automated estimate of 11:59pm to fix the problem. Internet went out at 8am. Updating review from 1 to 3 stars because I understand Astound can't prevent every vandalism attack. I stand by the frustration of calling the automated system and repeating myself 20 times to a robot which keeps repeating, "I didn't quite get that," and then having to wait 20 minutes to reach a person. read more

I wish I could give zero stars. I had no internet for over two days last July. I called to change my automatic payment info as my wallet had been stolen and was rewarded with a $65 service fee. I was told I could not change my service provider because I had the ACP credit and would lose it. My bill shot up significantly after ACP ended. Okay. Tried to negotiate a new deal but was taken to task for not being grateful for the new price increase and badgered about what a great deal it was and told the 2 year price lock deals were only for new customers. Every bill is opaque with random mystery "fees". It's impossible to even find info about your plan on the "dashboard" and don't even think about doing anything without having to call an agent who will (see above) waste your time and treat you like a simpleton. If you value customer service and transparency, RUN THE OTHER WAY. EDIT. Just got charged a processing fee for paying my bill. How is this even legal? Cancelling and forwarding details to the AG's office and the FCC. read more

Avoid it at all cost. I never see an ISP having outage for already 12 hours and STILL not able to fix it. ALREADY 12 HOURS and STILL no internet connection. The following are the situations that I think are acceptable for an outage lasts for 12 hours long: mid-west snow storm, tornado, sand storm, earthquake, tsunami, or Russian/North Korea launching missiles to start the WW3. Also, if you are an Amazon employee, put your hands together to pray: don't send me a sev2 when there is an outage. Be prepared to come to office on Saturday morning for wifi. Update: At 8:01 am May 27, Saturday, their automated system calls me saying they address the issue. But still, router is offline from eero app. 10:27 am, internet is finally back after 15+ hours. I am considering upgrading myself to a Xfinity / centurylink / verizon / Attt customer what so ever. read more

Astound - Outage started before 6:51 pm on Friday. And it is 7:12 am now in Saturday morning. Still no internet connection. - Telecommunications Near Me - Seattle, Washington

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If I could give zero stars, I would. Their customer service is the worst I've experienced with an internet provider. For four weeks, I've been trying to cancel my service without success. First, I followed the required steps online and was referred to chat support, which was unhelpful. Then, I tried emailing, but after weeks of getting nowhere, I called customer service. The representative treated me poorly, so I asked to speak to a supervisor. The supervisor was just as unhelpful, saying their job was to "uphold policies and procedures, not support you with your claims." Avoid this awful company at all costs! read more

Astound sucks, Bro. The speeds are never 10% of what you pay for and the area network goes out frequently. If I wasn't living in a construction zone I'd use a different provider. read more

They can't even tell you when there is an outage. They rely on customers to tell them. If that's the case, how do they even know when something needs to be fixed????? Also, great note to reach out, but there is no option to DM. Also, I don't need help, I need to understand why you can't tell a customer when there is an outage and act as if you don't know there is one. read more

Astound was not in our neighborhood of 40 homes. A new neighbor moved in and wanted Astound instead of Ziply. Initially, Astound had coaxial cable stretched out along the street across three properties with orange cones for "protection". This was the situation for 3-4 months. Eventually (later in the fall) they had a crew come out and bury the cable. They also decided that they wanted to be prepared for additional/future customers so they buried new lines to other hubs in the neighborhood. During this activity they cut a couple of different in-ground sprinkler systems. The damage was not noticed until this summer when we went to turn the sprinklers back on. For over a month now I've been completely ignored by Astound. The initially gave me a Case # and agreed to call me back. After a couple of weeks of no call back I reached out to them again and found out that the Case was closed the day after I made the call. No call back just someone deciding to close the case. I've made a number of attempts to get to someone in a position to help sort this out but have had no luck. It is very frustrating for a company to come in, damage my personal property, and then be completely ignored by said company. I would not recommend Astound as their customer service and sense of responsibility/accountability is horrible. read more

Like most cable companies, their menus, guides and controls have become more convoluted and difficult for my parents to understand. They cannot provide simple equipment that would make life easy. They lobbied congress for the ability to encrypt the digital signal....well....now you can't have cable without a DVR or a cloud DVR and/or a giant remote in addition to all your other remotes. It's pointless to call customer service because all they say is....."we get that complaint all the time and we have no answer sorry". Thanks for nothing. They wonder why even the elderly cut the cord? I'll tell you why. There was a time one could turn on the TV and flip through the channels. That is now impossible. read more

This review is solely for the customer service. Marshall at this location was really helpful in helping me understand my dues to Wave and made the process quick and painless. As a 3+ year customer, I've also had great past experiences with other associates at this location and also on the phone. They're usually helpful in troubleshooting problems, billing adjustments, etc. In terms of the service delivered, outages constantly, miscommunication of charges, poor poor internet speeds. Wish the product matched the customer support quality, would be top tier ISP. However, nowadays, slow internet is unbearable with streaming, work from home, phones, and all the devices. I simply cannot put up with it anymore and will find another ISP. But will miss the customer support quality here. read more

I'm writing this from my phone at 3.15p on a Monday during a regular, twice-monthly outage that they'll never acknowledge or provide a repair window for. Work from home or just want to do some gaming? Be prepared for slower speeds than what you're paying for. Want to get a straight answer out of anyone who works there? Don't hold your breath. When they changed their name to Astound they must have fired most of their quality control staff and/customer support team to pay off the marketers on their brilliant addition of 'ASTOUND'. The only thing that's changed is that they're not astoundingly bad at providing reliable internet. read more

They keep raising my rate without notification. Last time I told them I would leave if they did it again. They did it again. I will be canceling with them shortly. EDIT: Jackie while I do appreciate the gesture of a follow up, it's too late. I have in the past reached out to the company about this concern (after waiting for about 40 mins on-hold). I was very clear if it happened again I was leaving, and I have. I feel strongly the time to impress customers is while they have service not after. Best Regards. read more

I moved my service over to my new apartment after moving recently and was amazed by the customer service! I was helped my John Gallegos who was able to remotely activate my network. I was able to do this all over text so it was super easy. When I started having troubles setting up on my end, I texted John and he was quick to respond and even FaceTime me on his day off to help me out! Despite me telling him that there was no rush to fix the problem, he made a trip to my apartment building and quickly fixed the issue in the circuit room. I couldn't appreciate this enough. Aside from customer service, the network has worked great for me for the past year with strong connection and no outages! read more