Wave's customer service has been terrible since they were purchased by TPG capital in 2017. I only stay with them because they are the only game in town. I thought Comcast was bad but Wave is providing terrible customer service. I wish I could get Comcast read more

Awful. Have been trying to cancel for over a month. Haven't heard back from anyone, keep getting bills and notifications about being past due. Sucks that they bought out companies in Seattle that actually cared about Customer Service. read more

Internet was dropped at our house, so we tried calling customer service but wait times have been over 2 hours every time with no response. Losing patience, and hoping we can get a quicker response on here. read more

So, I do not really write reviews, but after this last experience I felt that everyone should know how horrible this company is. A little background, I work from home and need quick internet as I am on a lot of video conferences and such. We were moving August 28th, so I called on August 8th to set up service. As of yesterday October 3rd, I still did not have internet. When we figured out where we were moving to, I researched different companies in the area who could provide internet... I came to find out that I was finally going to be able to leave Comcast (and their horrific customer service) and move to Wave. I called to set up an appointment for them to come out on August 30th to install the service between 9-1. Well, 2 rolls around and no call or technician; so I call their automated system, and after 25 minutes I finally get to talk to someone on the phone. They have nothing in their system about me setting up an appointment. I forward my email confirmation over to her and she apologizes and says we need to set this all up again. I reiterate, that I work from home and need someone here ASAP. The next appointment was almost 2 weeks later... That technician shows up, cannot figure out how to get internet to the house and says I need a specialist to come out and turn on the cable box. A week later the "specialist" comes out. Spends an hour up and down our street and tells me that he cannot set up my service because the cable has not been installed down the street. He has to have the construction crew come out and pull permits to install the cable. He says that could take around 4 months and he suggests getting another company in the meantime to have some internet. Wave says they provide the fastest internet in our area, so I would like that speed, even through all the incompetence. So I call another company with much slower internet so I can at least email and such and get that set up within a week. On September 25th, the construction people randomly show up to look at the street, and guess what, they found the cable box next to my neighbors that is live and working. The 2 other technicians never found the fairly large green box that is literally 25 feet from my house. He now says he will have Wave call me to have it set up, because he cannot do that. Well, I get a voicemail from Wave saying they are coming out on October 3rd to set up service, never asked if I would be home. So I call back through the hell that is their automated system, to chat with someone about what is going on. I speak to someone, explain the situation, and ask if they can give me the first month free so I am not paying for 2 different internet's. He says he will call back, he never did. I get an automated call on October 3rd saying the technician will be there in 10 minutes. So I call back Wave and say I am not accepting service unless they pay for the first month of internet. She says she cannot do that. I was said cancel the appointment then and refund me my installation fee that you charged me 2 months ago. It was like pulling teeth to get it refunded. Needless to say, this is not a company I would work with. The technicians are very nice (although not great at their job), but everyone else is a nightmare to work with. They also do not follow through. The saddest part is that I actually miss Comcast, never in my life did I ever think that would happen... read more

So..for the last month..I have tried contacting wave..hold times have been over 45 minutes with noone ever coming on the line...they have changed their Facebook page so you can't complain there..which usually gets a business to respond almost immediately. They have closed the local store. They changed their online system but there is no place to actually get in or sign up again which it says you have to do..it's the worst...I am cancelling as much as I can..but sadly since these companies are considered monopolizes..we are kind of screwed....pretty sure Gabrielle is a bot...are you even listening...you don't answer your damn phone...I am filing a complaint with the attorney general's office....you can't send Gabrielle a message..what bs read more

After contacting Social, my local representative and the website some good news... i Still dont have a date and they wont even reply your emails back. The couple weeks turns to be 3 weeks without even an estimate date. Seriously? read more

So I am the last person to believe people are out to get me lol, but after this review and a bad survey sent to the VP....all 3 DVR's went black, then all showed a 1 on the display and when they came back on, 58 hours of records on one and 23 hours on a second were completely wiped out. All are like factory reset, no searches, so saved, no recordings, nothing on any. When I called them, after approximately an hour of being on the phone with them, they denied everything and said they have no ability to even send a signal that would wipe out recordings. Which is very funny because their IT area has specifically told me that they can do it and it was done once before accidentally by one of their IT on a previous call. What the heck is wrong with this company that I really use to defend and like?? Thanks for ruining my 4 day marathon Wave. read more

This is by far the worst internet cable tv company I've ever dealt with. The apartment complex I live at has a "deal" with Wave Broadband so that they are the only internet/tv provider who can provide service to the building meaning I have no other options for service. I've had Wave Broadband now for 3-1/2 years and my bill has gone from $140 a month to $240 with no service changes. Their customer service says this is normal yearly increases. The service itself is terrible. My internet is always cutting out and the tv service does freeze and glitch alot which makes streaming movies frustrating. All in all a terrible company with awful service. If you have choices look elsewhere! read more

Scheduled an install at a new home I purchased. Prior to purchasing the home I verified with Wave that service could be provided. Technician comes out and cannot install. Says lines need to be run to the home. Says construction crew will call me. No one calls so I call Wave only to find out the work order has been cancelled and no one is coming out. Worst service ever. read more

I strongly recommend looking elsewhere for TV service. I've been with them over fifteen years but the last year or so, the customer service has been horrible. I'm cutting ties and going elsewhere. Their cable boxes are constantly malfunctioning. I've been through three of them in the last year and the one they installed just two weeks ago died. Been on hold with their technical department for over an hour as I'm writing this. Their shareholders must be putting pressure on them. Probably have only two people manning the phones nowadays. And the cheap, constantly malfunctioning "Arris" DVR boxes they charge over 20 bucks a month to rent are just terrible and super buggy. What a shame. Used to be a decent company. read more

Wave Broadband - Over an hour on hold waiting for technical support. - Internet Service Providers Near Me - Bothell, Washington

I had good experience using their service and I was planning to use theirs again when I moved to another side of the town and omg, I found out their customer support does not exist. Prepare to have your phone fully charged and put some ice cubes under it before calling them. Pro tips: grab yourself a beer and watch a movie when they put you on hold. read more

Worst ISP I've ever had. I'm a generally a quiet customer - and avoid contacting my service providers like the plague. But that's impossible with Wave's spotty service that requires calling a technician every month to fix the modem; it's impossible with the data cap they were more than happy never to tell me about until I noticed the exorbitant overage bills; it was impossible with the price doubling they do every year until you notice the bill and call for another "promotional period". We all know doubling your price hoping customers forget to call is a scummy business practice; if it wasn't, then you'd see non-telecom companies doing it. When you go to cancel, expect to spend a ridiculous amount of time on phone on hold. I've been at this for hours. They could easily - EASILY - give the option to cancel service in the account portal. If they wanted it to be easy, it would be. Anything they say to the contrary is spin - and spin they seem to throw onto a lot of these responses; spin about a mythical chat service on their website that never seems to appear or a Twitter support account that never seems to respond to complaints. It's corporate nonsense. They're playing pretend at not being awful. It just baffles me that it's legal to require your customers to sit through hours of hold music and advice on how to reset router equipment before letting them cancel. Their strategy is clearly to make all their customers commit themselves to a psych ward before they can successfully cancel. But I encourage other customers to hold onto sanity and take the time on hold to write bad reviews, like me right now. read more

absolutely the worst internet out there and horrible customer service.

I contacted Wave again today as I got a statement showing a cancellation fee of $2200.00/ After speaking with the Wave rep Wave reversed the cancellation charges, reimbursed be the $300 in overcharges and reset my service back to its original pricing on a month to month basis. While this was several hours of time spent fixing a error I didn't cause I'm happy Wave at least made things right. read more

Have a business account. Technician was supposed to show up between 2-4 PM today. He never showed. Call a manager, Gary S., who gave excuses and said he would call me back...didn't. Sat on hold 2.5 hours with "customer service." No answer. Called from multiple different phone lines, never picked up. WORST CUSTOMER SERVICE EVER. Go get Direct TV. I am forced to use for for business. read more

Terrible BAD service ... They were once a great option, reasonable cost, fast service and responsive. Now you can throw all that out the window. The price is now too high and the hardware undependable and the your whole service could be down for a week or more with no emergency response. That is emergency response One Week with no internet no tv no phone. This has happened twice in 3 months without service for more than a week. They also repeatedly hang up on you after holding for 45 minutes or more. UNACCEPTABLE SERVICE read more

Avoid Wave at all costs. Impossible to get ahold of anyone. I thought no one could be worse than Comcast or CenturyLink. Service is down. No one to speak to. High prices and sucky service. read more

Do not use this service! They are shady and hide their pricing. They hit you with all these amazing promotional pricing but don't tell you the price when the promotion ends. Oh and after being a reliable customer for two years they will double the price for your service. I have one of their lowest packages. 250mgb I have been paying $57 for the last two years. Then all of the sudden they raised my payment to $114. To put that in perspective I am on one of the lowest packages and paying $114 when the new promo price for 1.2 gig is $60. But oh wait you've been a paying customer for two years yeah you don't get those prices. Every since astound took over this company has gone to crap!! Don't do it it's not worth it. Use someone better and that is open and honest with their pricing! read more

Wave claims that they will credit you for all the time their internet service is down each month, but they don't. And it is down a lot. Avoid Wave/Astound if you can. read more

Outages are pretty regular with Wave, It's as if they have zero redundancy and always have to troubleshoot on demand. It's 2020 and electronics manufacturing is cheaper than ever as is redundant hardware - the fact that their service goes out virtually once a month is unacceptable. It's either incompetence, understaffing or blatant disregard. I am actively looking for an alternative provider. The only appropriate Wave is a wave goodbye. read more

Horrible customer service, stayed on hold on their customer service line for close to an hour only to hear them connect to the line then hang up. Then call back to a constant busy signal. read more

Just try and get ahold of anybody for technical support. Ridiculously long wait times (30+ minutes) and their insipid website offers no option to report the crappy reception I've complained about a dozen times before. Their prices are too HIGH, their product is garbage and their customer service, IF YOU CAN REACH THEM, stinks. High and dry and disgusted in Seattle. read more

I am not sure if the negative reviews here are from Comcast bots, or maybe disgruntled customers are just far more likely to post a review than happy customers. A mix? In my 3 years of using Wave in South Lake Union (Seattle) I've had almost flawless gigabit Internet performance. I am a a heavy Internet user, both for my remote work job and after hours recreation, so I am very sensitive to any form of outage or throttling. Unlike Comcast, with Wave I have never experienced any serious connection disturbances. Better yet, no data caps and they seem to practice net neutrality: torrent, VOIP, media streaming, VPN, etc. traffic all seem to be treated equally, with no toll roads. There was one instance where I thought I was being throttled, but Wave sent out a tech who diagnosed the issue as being a known firmware bug in my router. Upgraded the firmware and all was well! Like nearly all telecoms, Wave could do better at customer service wait times, but otherwise I have only praise. On rare occasions a power outage will be accompanied by a brief internet outage, but it has never been more than a few hours total of outages over the whole year. read more

Wave decided to start a new billing website last month. Customers are required to sign up for new website to pay their monthly bill. The old, easy, reliable site customers had been using is no longer available. In creating new account on new Wave website you're required to enter a PIN number that Wave states is supplied to customers on their latest bill. I receive paperless email bill and NO PIN has ever been provided so I am unable to sign in to my account on their new website to view and pay my bill. I have called their customer service number only to be put on indefinite hold. I've been emailing customer service asking for a pin to be provided for over a month now with little response and still NO PIN provided!! Meanwhile, my latest bill amount has jumped up by $30 and I can't see the details that made that occur. Wave Cable is the worst, most crooked, abusive, company I have ever dealt with. I'll be actively looking for any alternative and canceling service with Wave immediately. Totally ridiculous! ... and this fictitious customer service bot "Gabrielle" that comments on all of these negative 1-star reviews of WAVE... obviously you're a phony who's not helping anybody with their issues here. You're just saying words in an attempt to make it seem as if you/Wave care and are trying to help their paying customers. You're not! Newsflash... telling people to call or message customer service when their issue was the fact that wave can not be reached by either means is not helpful! Just more WAVE bullsh*t! read more

Everyone loves to hate the cable company. I hate the cable company. We just switched from Verizon xfinity and it was OK. Wave gigspeed is amazing. The team that did the install and scheduling is amazing. We can't hate the cable company anymore!! read more

I normally don't leave reviews but this company is pure scam. I moved and have to cancel my service, been on hold for over 50 minutes and no answer. I come here to check and not surprisingly nobody seems to be able to cancel their service. read more

Final update. I was assured by Waves customer service that I was paid up until December 18th , I canceled my service and brought all the equipment back on the 16th Only to find out I owed a $147 in usage fees. Is happy to pay it. Just glad to be done with this terrible experience. read more

Absolutely Horrible Customer Service. Had a scheduled appt today from 8-12 and nobody showed up. This is the second time this has happened. Also paying for 1 gig service but only get 200 speeds. What a complete nightmare trying to discuss with people over the phone. read more

Worse customer serve I have ever experienced from a cable company. Comcast customer service was much better. I've been on hold, waiting for 50 minutes listening to a recording telling me how I am an important customer. Ridiculous. They need to invest in additional phone service representatives! read more

The internet service is good. I got the 100Mbps service at an apartment. Installation was done remotely since I don't need any of their equipment. They called one day and told me I'm connected. All I had to do was to try each internet jack in the apartment until I found the one that worked. It worked as advertised. 100Mbps (or close to it) up and down. Unexpectedly I had to leave the apartment before a month is up. Trying to reach wave G to disconnect service is difficult. Firstly since I haven't received the bill, I could not create an online account. So I have to call them. But everytime I'm put on hold for a very long time, and they don't tell my position in the phone queue. I don't have the patience to see how long it would take so I hung up. I guess I would try again after midnight... And it worked. Calling after midnight, I got a person within one minute. It was unbelieveable. I was able to order the disconnect, and got the pin to create online account. Upgraded to 4 star. read more

I've had wave for years. But made a appointment for 2day 10/27/20 from 12-4 and no show. Finely got ahold of someone that my tec is running late. Had 2 reschedule my appt. Now I've had calls telling me my tec is on his way. I just wana say that I had a friend come 2 my house and sit her for 4hrs to help me out. And not 1 call. When I finally talk 2 someone in customer service they said that I never had a appointment , and it was in a few days. I told her I know since I made it 2 make up for the 1 that didnt show 2day. She was rude and said i can write a letter to wave in fossel Washington and have a good day. read more

We have had Wave for two years since moving to Seattle. Up until a month or so ago our service was great. About a month ago we started having consistent periods where we would lose access to internet for a couple minutes at a time. Two weeks ago we had a tech come out to look at it who said he resolved the issue. Since then we have noticed the issue getting worse where we'll lose internet for up to an hour at a time. We had an appointment scheduled for last Wednesday from 4-6. The tech called at 3:55 and we missed the call. When we called back at 3:57 he didn't answer and then we saw our appointment was cancelled. We were told by customer service our only option was to reschedule the appointment for Saturday. Saturday we had an appointment from 4-6. We were home over an hour early and sat waiting for the call. At 5:30 we called to validate that the tech was coming and customer service said that he was 5 blocks away and should be by at 5:45. We received a 2 second call from a blocked number at 5:57 and then nothing. At 6 we called and were told our appointment had been cancelled because we weren't here and that we'd have to reschedule. We have been incredibly patient but this is unacceptable. As a member of our condo board I plan to encourage our condo to look at other internet options and move the building away from Wave. read more

Wave rewards long term customers with rates 25-30% higher than "new" customers! My yearly promotion was coming to an end so I was advised by an agent to call and search for a new promotion a month before the the end date so my rates would not "balloon". To my disgust the best rate offered was a $45 per month increase for the same services. When I asked what a new customer promotion costs it was exactly what I had been paying! Fine way to promote good customer relations....NOT!!! Also want to mention I had long ago switched to 100mbs internet from 250mbs when their techs could never provide me with better than 180 -200mbs at it's best! Hardly noticed a difference between the slower speed but saved a few $. As for the service there isn't a week go by that one show or another drops signal and you miss out on large segments of the broadcast or an entire program! 14 years with Comcast I never had but 4 issues in all that time. Can't say the same for Wave! Unfortunately Comcast not available in my community due to some political garbage regarding Wave having "the contract" for this area......??? Monopoly??? FED UP with Wave!!! read more

Finally got away from competition and had high hopes for Wave. Wifi is great, customer service is trash. When I went into the store, I got upsold on renting my equipment from Wave. I told them I wanted to buy my own equipment, but they convinced me to try out their equipment stating I could always come back within 30 days to get a refund on the equipment rental. I thought this was fine. Lo and behold, I decide to purchase my own equipment, and when I returned to the store the guy checking in was short and dismissive, and frankly barked instructions as if I were stupid. I then asked him to make sure I didn't get billed for the equipment rental, and he was like, "oh its fine, you won't be billed" after asking THREE times to check the account since the charge was already on my invoice. Multiple calls and emails later, the charge gets waived. BUT since the bill was past due I got charged a late fee for the amount of the equipment rental. LOL. Honestly, whatever. It's $15. I'm sure everything will be fine now that I'm on autopay-- but still... yikes. read more

They constantly lose service for days at a time. They give no reason. They give no compensation. They give you no answer when it will be back on. Look through the reviews on other sites too. Wave finally beats the long standing loser Xfinity as the WORST INTERNET PROVIDER AVAILABLE. Good for you no wonder the company is changing it's name. read more

My girlfriend called up for service. They said an installer call us to set up a time...they didn't call. Finally, she called them and got a recording about appointments. We found out that it was scheduled for 3 days away...nice to know. The time came and the installer was her on time...but grouchy, not feeling well, coughing and sounded like he had a head cold. Not one smile came from him. He did a lousy job of installing (pictures attached)...a job worthy maybe of a grade schooler, not an "authorized" Installer. He pulled staples from a previous install and left them on the deck, right in front of our dog door for the dogs to possibly step on...sloppy assed work. The equipment that he brought out was not what she had ordered. I don't think I can recall any worse experience from a company before...very unprofessional quality work and now, I see where they (Wave) made a change to my online banking account so they can just withdraw payment as they want. I did not authorize anyone to do this. My girlfriend certainly didn't authorize anyone to make a change on my account...I didn't even talk to customer service, nor did I get an invoice / statement from them. read more

Wave Broadband - A third rate job of installing. Is this how they learn to do it? - Internet Service Providers Near Me - Bothell, Washington

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Possibly the worst cable company in the northwest. Unresponsive, secretive about problems, endless billing issues. I'm captive to them as there is no competition in unincorporated King County. If there was I would be there in a heartbeat. Avoid if at all possible, read more

Would give 0 stars if possible. avoid this company if you can, unfortunately they're the only isp in our area. my internet is down at least half the day every day and when it is up it is spotty at best and will disconnect every few minutes. been like this for years. wave of course doesnt care because they have a monopoly and couldn't be bothered to actually do anything for their customers as long as money is coming in. I will never understand why internet isn't regulated more, my power company couldn't just only provide me with power half the time so why can my internet provider? have had multiple techs come out and the internet actually seems to get worse after they visit so I've given up. the second starlink reaches where we live we're dropping wave. hopefully more options with strong satellite internet will put terrible companies like this out of business. read more

If I could give this company a worse rating I would. Their customer service people are nice, if you can ACTUALLY talk to them. I've been on hold for over a hour and have been trying to get a hold of them for a some time now. I even wrote an email thinking maybe they will respond to that faster... Nope. This is freaking ridiculous. If you can get ANYONE else do it! DO NOT GET WAVE THEY ARE NOT WORTH IT!! read more

If I could give Wave a negative rating I would. They are a company that will continually charge you once you have cancelled the service and returned the equipment. And they keep you on hold for 60-90 minutes every time you want to speak to someone. Run far away from this company. Completely unethical. read more