A) Atrocious ping and upload (20+m/s, 7mbs or less). B) when I, a WFH user, have drops in internet they set me an "emergency" appointment for LAST WEEK. Morons with sub-par internet services. :( So sad there's no comcast where I live. read more

We have Astound at our Camano Island beach house. I wouldn't recommend them to anyone. Horrible service and way too expensive. I have to reboot the router at least once a week due to the router not working. We are canceling service and switching to Ziply! $140 a month for crappy internet service read more

Service is HORRIBLE! My internet has been down for 1 1/2 hours so far today. It is normal for it to go off 3-4 times a day but not usually this long. This is the ONLY provider in my area but will soon have Ziply and I will definitely stop the Astound service. read more

If only there were a ZERO Stars rating! Idk where to start: 1. Terrible WiFi kind of like Comcast with a different name. 2. Internet connection shuts down out of nowhere and then even after reboot can take multiple times per day to get it back up and running and then when you DO, it's the slowest speed ever. 3. The bill always goes up! I think it started around $60/mo and even at THAT price, wasn't worth all of the dropped connections daily. I'm not sure how they pick the cost of your bill to go up but you find out a couple months into it when it's like $125 a month and you haven't changed anything. Then when you call, customer service will say "well we'll set it back for this special" and you ask them "how long it's gonna last?"and they say "I'm not sure how long the special will last." Then you're back to square one of the price doubling or tripling within a month or two after you were locked into "the special" (really!?). Such a joke! I dropped them and got Ziply instead for MORE than 1/2 the cost of Wave and like 3x more speed without losing dropped WiFi. read more

We are in the process of "cutting the cable cord". We have had Astound Broadband since they took over Wave Broadband which we have had for many years. Since they took over their billing has gone up to almost $400.00 a month for tv, internet, and phone. Their internet drops off for no reason, their customer service is no longer in the United States and is spotty and they cut off our phone service before we requested it. We have had it with them. They are getting so big and so spread out so their services have become diluted. There are so many better and cheaper services. Beware. read more

Jo was very helpful and Brandon helped me lower my bill by almost half. They went above and beyond for me and my son!

First off they charge way too much for their service! And if you go to cancel your rip off service they will charge you for another month of no service!! Not very good customer service! TMobile wireless is a way better deal, currently $35 a month and you can install it yourself with help from their tech support on the phone or online. Go TMobile. Boo boo Astound! read more

I've been a Astound customer little over two years, and my household has had nothing but issues with internet service. Every day, no specific time, my internet will drop offline multiple times. There hasn't been a day where internet worked the full day. Can't watch a show or program without pauses or constant buffering. Earlier in the year, internet went down couple days before Superbowl. There was no signal coming into cable box (my neighbors had internet issues as well). Called customer service, who informed me they couldn't get a tech out until following Tuesday (after Superbowl). Set up the appointment for Tuesday, only to have service come back on Monday night around midnight. Just seems a bit suspicious. And the tech never came out to the house for Tuesdays appoint. I wrote a review in the past addressing internet issues I've been having. Customer service reached out, much like what you see in other reviews on this page. Not much help in my case. Customer service advised me to complete a couple easy tasks to reset internet. Tasks of which I've already completed but, went through the motions again in case I missed something. Nothing customer service suggested worked, so they directed me to call a tech in order to remedy the situation. Never called, mainly because I've called techs out in the past for same internet issues, and none of them fixed it. Also, don't wish to be charged a service charge, when tech comes out and can't duplicate this issue. And from what I've read in the reviews, sounds like Astound charges service charges, even when they say they won't charge. I still have internet issues, while paying some high price for service. Not too many options for high-speed internet where I live. So, I'm stuck until something better comes along (which I'm checking often). read more

They raise prices by $50 whenever they feel like it. Promise you that there rate is locked for 12 months and then a month later they raise their rates again by over $50. They should be sued. They should go out of business. Zero value for what you get and packages the manipulate and force people to spend more than they should. Lastly, they have a monopoly on the cable business. read more

If I could leave 0 stars I would. Service that goes in and out. Prices that go up and up and up... So, I signed up with Starlink, but when I cancelled my service, they charged me for a full month's billing cycle even though I had cancelled and returned my equipment to their store. Beware! Just don't do it to begin with. I wish I had read all of the warnings.... read more

This company is despicable. They will raise your rates by nearly $50 a month with no notice or explanation. You'll call their automated number and it will hang up on you and transfer you to the wrong menu 5 times before you're able to get through to a human being. The employee on the phone will be no help to you. They'll talk vaguely about "coupons," saying they aren't valid anymore. No one said anything to you about a promotional deal when you changed to the cheaper plan in the first place. You'll be told there's nothing they can do, so you'll file a complaint with the Better Business Bureau and try to wait patiently as it all unfolds. Just safe yourself the headache and go with a different provider. read more

I am in the midst of moving. As I work remotely, it is vital that I have a solid internet connection. I went online searching for providers in Stanwood when I discovered Astound. I typed in my new address and was pleasantly surprised to see that that they do provide access in my area. I searched the plans available in my new location and signed up for an installation. That was on May 25th. The earliest they could install, was June 2. Here's what happened. They robo called me at least twice to confirm and then reconfirm that someone would be in the house to let the installer in. Installer arrived later than the committed to window of noon - 2pm. After showing up and looking around, the installer then told me that they don't provide service and that I should call Ziply. They are telling me this, after: 1. Waiting over a week for install 2. Calling me twice to confirm the order, address and installation time 3. Four days before I need to have internet at the address, so I can work 4. Driving physically to the address (arriving late) What is wrong with companies like this? They don't care about customer service, they don't care about accuracy of their website, and the impact that their incompetence has on their customers. I will never use them and every time someone I know is looking for internet providers, I will relay this story. read more

Moving into new apartment and this internet is the one that is including in our almost 2k rent. Why are we told that the internet has been on since June 30th and when we move in the internet is now off and not connecting to the router? We call, they say no tech will come until Tuesday. Not going to work because we work remotely and Mon-Fri. We call again and the lady on the phone says she's trying to fix it remotely and HANGS UP the phone call on us while we're waiting for her to "fix" it. Tried calling a third time explaining how in the world is this down when it's been on for the past 3 weeks? Free is not worth it- we are now with another internet company and will pay for service. At least they're reliable. read more

Don't really want to give them ANY stars but you have to give something to write a review. Soooooo, the saga continues.....when we finally got someone out here to see what's need. They said it was like $688 to do the work. They said pay the invoice and we will get it done. They have had our money for almost 2 months AND Still NO work. So they just keep someones money that doesn't even have an acct with you yet???? My husband has called and emailed this Clarissa chick so many time with no response. We stiil have NO cable, internet or anything. I wish Ziply would hurry up and get into our area. ASTOUND/WAVE BROADBAND SUCKS SO BAD....WELL THEY HAVE PERSONNEL THAT REALLY ARE THE SUCKY PARTS. read more

If I could give zero I would. I used wave broadband and spoke to a salesman to whom I was referred by the property manager at an office space unit I was renting. Of course, the salesman was overly enthusiastic, helpful, and espoused promise after promise about wonderful service and speeds. Then it took over two weeks to get the service installed. During the call, the salesman suggested I enable Auto-pay for my monthly bill (DONT DONT DONT). The service itself was mediocre. As a law student who engaged in online advocacy competitions in front of live judges for a grade which bears on my GPA and in turn my ability to secure gainful employment, having the connection drop out in the middle of a mock trial is, for lack of a better term, less preferable then guzzling goose shit. Nonetheless, I continued to use the service until my time at my unit came to an end. Approximately 1 week before leaving my unit, I called Wavebroadband to cancel my service. And I gotta say, what a joyful and wonderful experience that was! To cancel, I called, waited on hold for exciting 15-20 minutes. For me, this is fun because I love listening to Hold music! I vibe out and dance around my living room while I throw unpackaged lunch me at my pet tortoise, paulette. Anyways, I finally reached a live person. I told her I want to cancel my service. She then asks me "WHY?" What do you mean, "why?" Notwithstanding, I tell her because I am moving. It's obvious they care about new accounts and not about existing customers because, after i answered the asinine question, I was told that my "request" was being "forwarded" to another department via email (WHAT??), and that "someone would be calling me to take care of it." WHAT X2! ? I want to cancel. Not call, wait, then waste more of my time waiting to be called back by another department to end my service. At any rate, I never received a call back. In fact, my service just kept plugging along and I was charged, AGAIN, for ANOTHER month. What is this? It's illegal first of all and it's a breach of contract, and it's fraud. Despite the agent's representations, my service was not cancelled. When I saw the charge on my bank statement, needless to say, I was a little pissed off. I called them back. AND THE JOY BEGAN AGAIN! I waited, this time on hold for upwards of a half-hour (despite the hold music, which blasts and ad at you every 30 seconds) before reaching another agent who again put me through the same garbage as before. She said she was forwarding the email and that this time, she wrote "second request" so that it would be taken care of and that someone would reach out to me to get the rest handled. SURREEEEE. Well, to no one's surprise, I never got that call; I'm still receiving emails about my new billing statements, and my service has yet to be cancelled. Your company is hog shit and you deserve to be put through endless customer service calls with inordinate wait times and poorly chosen music just to reach someone that will send an email for you. Hey, I got an idea, give me that fucking email address and I'll send them this because clearly the subject line "cancel request" or "cancel request #2" isn't doing the trick. Whoever made the managerial or customer service structural choice to create a service cancellation process that involves a phone call, an email, and then another return call, to the very customer that initiated the first call should win a prize because you conned the fuck out of whoever hired you. Seriously, hats off you deserve your job. Y'all are idiots. It's not even an opinion, it's just a verifiable fact; an objective truth of scientific law like gravity or bears shitting in the woods. Check this out: Don't make your cancellation process so bad that someone who never writes yelp reviews gets pissed off enough to come on here and explain to you why having customers call agents to send emails is literally hiring employees to be middlemen for your own company. Your pissing money away but that piss you're taking is into the wind and your mouth is open. I'm beside myself with the stupidity that emanates from all that is "wave broadband." Im going to burn smoldering effigies made from the discarded service contracts that your company attempts to pass off as agreements. Please consider not waking up tomorrow. cordially, Spencer satin - wave broadband customer desperately trying to make that phrase past tense. read more

I needed a faster connection on Camano Island to replace our DSL. Wave had a plan that fit our needs and we could get it at our address. The only thing is they absolutely insisted on sending a technician inside. I get it they need to avoid costly and repetitive service calls. But I am an IT professional skilled in networking, phone cabling, Ethernet and coaxial cable. I own my own crimp and test tools. I am also an at risk category for the pandemic. Aware that the virus can spread in advance of symptoms. I told them all that, and that I would take.full responsibility if they provided signal to a demarc outside my house. No dice. Oblivious to any risk they might be putting subscribers at. °we are very careful sir.° Baloney. They are ignorant of what careful might even mean and they do not care how ignorant they are. Needless to say I did not become a subscriber. Perhaps after this pandemic has passed, and with it Wave's current opportunity to parade their proud ignorance. Or maybe we will have fiber on the island by then, and maybe the fiber company will not be so ignorant and inconsiderate. read more

If I could give them zero I would. Poor quality, service, and high prices. Switched to TMobile home for $30/month lifetime and not looking back! Telling all my friends and family!!! Pass it on. read more

Another outage and the repair time estimates are ALWAYS HOURS AND HOURS off ! Very frustrating to never get an intelligent answer and every time you call the time has extended for an additional 2 hours turning into 2 days with still no reason, just a recording saying their sorry in a very cheery, irritating and condescending tone. If you have a choice DONT CHOSE WAVE read more

This company deserves negative stars, they are a scam company, their products fail. They backup the price of your service while taking away channels and services that you've subscribed to. Stay away if at all possible, you will be dissatisfied in dealing with this company read more

Business account. Demetrius Broussard is a VoIP Project Implementation Manager II and was intentionally dismissive of the issues our business was having after one of his reps, Ryan, came out to set-up our phones. Ryan took an item from our office and left us without a printer/copier/fax/scanner for TWO MONTHS. Ryan told us he would be back the next day to replace the item, and I have never seen or heard from him since. I emailed Demetrius multiple times, and he replied once with "I will work with Ryan to get the printer issue resolved as soon as possible. Sorry for the delay on this!" This reply was over a month ago; problem began over 2 months ago. I had an Astound tech come out and he told me we would not be charged as he could see there was an item missing and he would try to track down Ryan or Demetrius. We now have a tech charge for $79.95 from Astound for a problem they created, we were promised we would not be charged for the service appointment, and the best Astound could offer was a few "sorry's" and writing off half the tech charge. Astound is benefiting financially by charging for assistance on a problem their reps created. The silence from these reps (the Project Manager!) speaks volumes and truly shows the unethical practices that are being valued above customer satisfaction/promises. read more

I've tried to call 3 times to wave broadband and have gotten hung up on . Their service sucks , volume control continuously cuts out . Internet shuts off . I wouldn't have them , but have no choice . read more

Wave provides almost no customer service. They have not adjusted to COVID at all in terms of staffing. I have never actually been able to contact them by phone. There local rep, Theresa, signs you up and then she's done. No assistance at all including simply forwarding information. Trying to get help to get Password assistance online proved virtually impossible. They have a monopoly and know it. Occasionally the store in Stanwood has provided help. If there were any options I'd grab them in a minute. The only thing they have done recently of note is jacking up the price for a bunch of channels no one wants. read more

I asked for no wi-fi when the internet was set up originally. Now, about a year later, I find that it would be convenient to have it, but when I called for help, I was told that they can activate the wifi ONLY if I have a laptop that can be hard-wired to my computer or borrow one. I do not have this equipment, nor do I have someone I want to borrow from. I was told that the only other option was to have a technician come out, and I would have to pay for this service. I've been paying for wifi this whole time and not using it. This seems very unfair. I'm seriously considering cancelling my service. Oh, and the phone tree is ridiculous. It makes you repeat yourself so many times to recognize your response that it's a wonder if anyone is in a good mood when they finally talk to someone. read more

Customer service is the worst. If your having an outage issue the automated call system hangs up on you. They are extremely overpriced and no one is helpful. Gave me a $20 credit on my next bill. Service wasn't even good enough to watch a full one hour show over 12/15-12/25. The lady on the phone was short and claimed after a 20 minute hold all she could do was give me $20 off. Just doesn't seem like good customer service. So now I'm gonna pay for something that sucks read more

Teresa took great care of me to set up my appointment and Nick hooked it all up and was very professional and quick and explained everything to me. Great customer service and prices read more

This company is the biggest joke. Overpriced and only refurbished equipment that they haven't even tried to fix. We are on our fourth DVR from the store in three weeks. The tech cane out and said our box is as good as it is going to get because it looks fine. The second one nearly exploded, it was vibrating off the shelf so hard. We called to have our third one replaced and they hung up on me after a 30 minute hold and I didn't even get to say one word to anyone. If you want a tech, just know you will wait weeks and they don't have new equipment in stock ever. The tech said new DVRs just don't exist lol. Waste of time and money. 250$ per month for basic service and it works about half the time. We constantly have to reset our internet modem and that doesn't always help either. Trash service and trash equipment. The staff in the store are inexperienced and stone faced. They don't greet you and they just sit in silence while you wait for your used box exchange. Worst company. read more

I went into their Stanwood office there today to swap my box since it wasn't functioning. There were 2 people ahead of me and 2 representatives in the office, Sam and Juan(pronounced JOON). A gentleman and I waited while another customer was helped...All by Sam. Juan NEVER assisted. Sam finishes with that customer and moves onto the gentleman who came in before me. Still, Juan makes no eye contact or says a word. I wait. Finally, Sam finishes that customer and moves on to me. Still, silent Juan. Then a male customer comes in and Juan lights up and asks to help him. Juan can speak?! I had no clue.... Basically, if you want to watch a woman work circles around a man, head on up to the Wave office in Stanwood. It's a crap show you don't wanna' miss. read more

Trying to get service connected to my house on Camano. It has been a month and I have called several times to get an update. Reps are unbelievably unhelpful, finally got a manager that was the worst of the bunch. Still have no idea when my service will be installed. Every week have to start from scratch. Unbelievably frustrating. read more

Awful. Just awful. We have to call in every single month because our bill is wrong every single month. Every month we are being charged a different price for internet. Internet that never ever works. Can't do anything without it dropping. I hate Astound all the are is astoundingly shitty. And they charge you after they promise you one price then your bill is $50 or so more. Do not use them. Utter crap for zero service. read more

The worst internet providers I swear. How is there always outages here especially being spring time and it's not raining as much. They can never explain why, they just come up with excuses. Definitely will be going with Frontier soon! read more

I went in to cancel my service and return the router. But let's back up to when I pulled into the first parking spot that faces the first desk and employee whose facial expression was disdainful and critical. He was the only one available to help, the other two gals who seemed pleasant enough were busy with other customers. I think the guys name was Brenden? Well, he stepped all over the wrong person. When I explained that I was canceling my service and returning the router, his response was a cold "cool" what's your phone number? I gave him my info and when I asked him if he could tell me the prorated amount he said, "no, I have no idea." Once again, tone was dismissive and irritated. Never once did he ask this customer of 7 years why I was canceling and more importantly offer me a deal to stay. If this person is the first employee people see, he needs to be coached at minimum on how to provide customer service to human beings instead of sitting there like a loathing fat gamer blob who has zero social skills. No wonder people are switching to other internet providers. read more

Wave is a trash service provider. Nobody should every use wave. The internet they provide is shit.. Trash

Stay away from Wave Broadband if possible. I used to think Comcast/Xfinity was the worst, but Wave Broadband has taken horrible customer service to a new level! It took them a few weeks to make it out to out. Then they weren't able to get it installed. They said they would schedule a technician, but forgot to schedule it. I called them and they forgot to schedule the technician a second time. It's been over a month and I still do not have internet... I don't think anyone that I have spoken with at their company is capable. read more

Still waiting......over 6 months now waiting for Wave to design and install cable to my house ( runs longer than 250 ft require "major construction" ). Can't get updates or a projection on timeframe to finally have Wave internet at my house on Whidbey Island. Starting to wonder if Wave Broadband is a viable company. I've had Comcast for over 20 years with no problems whatsoever but after buying a somewhat rural property Wave seems to be my only high speed option... are there that many construction projects on Whidbey Island going on or is Wave just inept?Gabrielle you have to message me then I will provide my address.....btw you asked a couple months ago and I never heard anything. I had to contact Rejeana Hartzell myself. read more

Went into this office for a few reasons: return the borrowed modem and router, add me to the account with my husband and talk about the overage charges we got on our bill last month. First two were easy. The third issue was able to get worked out to our satisfaction after asking the representative to escalate our issue. He did and was able to reach a lead via instant message pretty quickly. They took care of our concern and we were on our way. I appreciate the prompt and friendly service. What an upgrade from Frontier! read more

I also want to mention the fact that wavecable bills go up almost every other month. My daughter lives in a one bedroom apt. she is fixed low income and her bill is now 124.00 monthly after she reduced her cable to basic cable. That is crazy..why doesn't wavecable have lower prices for low income people? I would definitely look around for another cable company provider. Unfortunately she cannot, wavecable is the only provider for her apt.complex. read more

Ok, Wave, I'll update you to a 3 star now. We've been getting pretty good Wi-Fi reception and service where we live in Stanwood. I don't know what was going on with the TV, but our internet connection and speed have been good. read more

Really sad to see that even after multiple attempts and multiple "promises" by Wave they have yet to run lines to my community. You would think a new community of 66 700k houses would be an investment they would be interested in but I guess not. Well, they say on the phone it is and that they will send someone out to do a survey and get back to you. I've called about 30 times and never have heard back once. This company is not worth doing business with since they obviously do not care about their customers. read more

Speeds are good. No signal drops. Customer service is nice. Reason for the 2 stars: I had to get a cable ran from their box to my house. The installer leaves the cable above ground and explains that someone comes by within 4 weeks to put it in the ground. After 4 weeks, I begin to call. I called 4 different times and received 4 different answers. One told me a specific day. One told me I should get a call in a couple of days, etc. The last rep told me 6-8 weeks for them to draw it up (which it has been since install), and that I will have to go to the store and talk to them because there is nothing he can do. So you are telling me: A) your reps are not trained to give me correct info - shame on the managers, B) a business has departments so separated that they can't work together to figure a problem out or provide a correct answer, C) communication to customers is critical - saying accurate info limits further frustration. Being polite doesn't offset the lack of strong and accurate communication to the customer. read more

This is the worst internet provider I've ever dealt with. I got service set up (which took 4 hours!) and about two weeks later it went out. I called customer service and they said there was a outage in my area( I call BS there's perfect weather, no reason for service outage) and to wait until the morning. The next day, all day it's still out and I called again and was on the phone for 2 hours! They said they had an issue they've never seen before and that my device wasn't registered or something and they got " all the supervisors on it to fix the issue" then it went back on for the rest of the day then it went back out the next day. Just a not that this was all happening while I was studying for midterms and working online with my business. So I wasn't able to do any work or study which resulted in some significantly bad repercussions. So the next day I called about same issue and they said they'd send someone out in the morning to fix the issue, so the next day I called to see if I could get an idea what time they'd be around after waiting around all day (on my weekend when o had a lot of stuff to get done) and they said they messed up the date and wouldn't be out until the 12th (11 days away). So I'm not having internet or TiVo for 11 days because of your mess up?!! I'm canceling my service. I'm beyond pissed off. They have the monopoly for internet in island county and they don't make any effort to fix their own issues or to have good service at all. It's 2019 and I don't get why we can't get decent service out here. Why if there only one company out here?! People rely on service for business but I don't feel backed up by this company and they should be shut down for the way conduct themselves. Beyond unethical. read more