Wave

SCAM WAITING TO HAPPEN TO YOU! After having Wave Broadband (previously Astound) for almost 2 years with regular usage and billing, something happened which spiked my data usage for 1 month. With zero notice of increased charges occurring throughout the month, I was charged $ 120 for «internet overage» and offered no recourse or refund. Noting that this was very atypical and that I was a long time customer in good standing made zero difference. The service rep agreed that the usage spike seemed «wrong», but there was «nothing they could do» other than offer me a more expensive price for the same service.
I had gone with Wave to avoid the shady practices of Comcast and the like, but Wave Broadband is no different. Lesson learned.

If you are considering doing business with WAVE… Run don’t walk… Run away fast from this company, they have the worst customer service, they are the most unorganized company I have ever dealt with. They lack BIG TIME in communication skills. They leave a message to call them back with their extension number, good luck. I had service with WAVE for 7 days before returning my equipment and closing my account. When I first setup service with WAVE, they were supposed to bring my phone number over from my other provider. I had that number for over 20 years. On the day of installation, the guy gave me my new number, I told him that WAVE was supposed to port my old number over. I was told to use the new number temporarily and gave me a setup date to port my old number over. After the installation of my internet and tv, I asked the installer why I couldn’t get the guide to work on my controller. He replied that I could only have 1 DVR and if I wanted to record on the other two tv’s I would have to subscribe to TIVO and that would cost $ 14.00 per month for each box. I told the guy, that would have been a deal breaker had it been clearly explained to me. When I setup the appointment for installation I took careful notes on what I would be getting. I was transferring service over from a MAJOR company because they were so expensive. The next day after installation, I called WAVE customer service, spoke with a woman, explained that I wasn’t happy and that I was misinformed as to what I would be getting, I was told (3) DVR boxes. What the heck am I going to do with 2 controllers that I can’t even pull up the guide to view channels? The woman told me that her supervisor would listen to the conversation that I had regarding service and the «triple play» package WAVE was offering. The next day, I got a call back from customer service, the woman told me that after listening to the recorded conversation, it was determined that everything was explained to me very clearly, so basically it was my fault. Fortunately, I hadn’t disconnected my service with the other BIG MAJOR company that I was leaving. I called them, they were happy to come over «free of charge» and reconnect all of my devices. I broke into my happy dance! I still had my phone number and voice mail, we tested it out, it was perfect. Everything was great. A few days passed and I was able to get off early from work in order to return my equipment and close my account with WAVE. I paid a $ 60 one time non refundable installation charge and gave WAVE the first month service total $ 253.00. Because there isn’t a contract, I could close my account at any time, also, they have a 30 day money back guarantee. The very next day, after closing my account, my husband calls… Honey, we have a problem, our phone is dead! I called the BIG MAJOR COMPANY to find out what happened, I was informed that my phone service was closed because WAVE ported my number over. I called WAVE, what happened? First I gave the guy my account number… His reply was… I can’t find a record of you ever having service. He was able to my account by street address and proceeded to tell me that my account was closed… Geez, really? Go figure… I told him that WAZE had ported my number over from A*&* without my authorization. He put me on hold, called down to the phone center and then told me that they did in fact have my phone number, but it was in «limbo» because the account was closed, and the only way I could retrieve my number, I would need to open a new account. There would however be a fee… I called A*&T, they told me that there would be a $ 49.99 installation charge to restore phone service and they could try to get my number back from WAVE but there was no guarantee. How can this be? WAVE slammed my number! I specifically told the guy when I turned in my equipment that there was an appointment to port my number over and could we please call to cancel that appointment. He told me not to worry about it, that the account is now closed and that couldn’t happen on a closed account. What I ended up doing was giving up on WAVE, my old number is lost and I had to get a new number with my current provider. Such a bummer, I am «old school» I still believe in the landline, even though I have my cell phone. My home number is strictly for friends, family, doctors etc. I now must contact everyone and give them my new number. But the bottom line here… I was duped, tricked, lied to, mislead and deceived. If you are hesitant, after reading this review, WAVE’s corporate offices are in Kirkland WA, I opened a complaint with the Better Business Bureau, you can read all of the complaints, and believe me, there are many complaints. In all fairness I might add, WAVE does reply to people who open complaints with the Better Business Bureau, so if you ever have a problem, they are a good avenue to explore. Do your homework and enter at your own risk… Goodluck

I am getting basic cable and internet for less than Comcast internet! ($ 45) With NO CONTRACT.
If you don’t care about the bells and whistles, Wave is awesome! Go in to the local office, by Trader Joe’s in Walnut Creek and ask about their deals.
Anyone who has issues with the serviceable areas needs to speak with their elected officials. It’s companies like Comcast who contribute to the cable monopoly. I am just glad to have an affordable alternative provider.

I made an installation appointment after their website confirmed they serve my zip code. Our appointment came and went with NO word or visit. Had to call them for them to claim that they had sent someone the day before and that my location is unservicable (a block from Balboa BART). They tried to lie and say we’d been contacted when we had not. DESPITE WHAT THE WEBSITE SAYS 94 112 THEY DON’T WANT OUR BUSINESS, AN INTERNET PROVIDER FOR FOLKS WITH LIMITED CREDIT OF COURSE DOESN’T WANT TO SERVE THE POOR PARTS OF TOWN

So, after going through the whole set up process and setting up an appointment for a technician to come out and set me up with my internet (took the morning off and called the day before to even confirm my appointment with said technician for set up) I sit and wait. The set up window comes and goes so I call to inquire about the no show. Apparently, the day before the set up appointment they sent someone to my property and deemed it «unservicable». Now, I am well within the zip codes they serve (they even ask for a zip code upon online sign up) and can even WALK to their offices in Daly City. You see, I live in the Excelsior neighborhood of the Mission and it seems this neighborhood isn’t «servicable». Doesn’t that seem convenient considering this neighborhood is a «poorer» neighborhood and consists mostly of families of color, elderly folks and people on disability. Yeah… Oh, and you want to call customer service and see what the issue is? Good luck, all calls are outsourced to SEATTLE. So much for a «local internet company».

This company is scam and a rip off. When I told with representatives of the company about price wireless internet and tv channels she said me that I’ll have to pay per month 49,95 $ including all fees and taxes. First month I paid the above amount. But next month my bill became 60 $ per month. When I started to figured out they explained me that actually price of service per month 49,95 but with including fee and taxes will be 60 $.

TRUST ME! READ THIS! A year ago I called to have Astound /​Wave int. set up at my place as the prices seemed competitive. After setting up the service a tech came out to install the internet. He told me right away that they need to boar a tunnel from the curb to my house because they didn’t have any lines gong to my house… They had to postpone my install two weeks to get another team to do it as he only did installs. Two weeks later they were finally ready. They installed the internet and after having to go back and forth from the Astound /​Wave service center as well as fry’s electronics I was finally able to get a modem that worked. Eventually the internet would work. I paid 25 $ per mo. for, I think, six months. This was for 50mbs of internet speed and 300gb of internet usage. I was never told about a limit on internet usage for the home. Even though the internet would go in and out I kept the service because the price was ok. After my promo I called in to ask about pricing. The sales rep at Astound /​WAVE was unwilling to do anything about by internet pricing. So 45 $ a month I was now paying. The sales rep said he would give me basic TV for $ 10per mo extra for a year if I wanted to do that. Sure, I said. Basic cable for 10 $, why not? The installer came to my house to set up my tv. For some reason he couldn’t get the tv audio and said it was my tv. I proved to him it wasn’t my tv by playing a movie via playstation from the same input and HDMI. The installer changed his tone and said it was the box. Yea I KNOW! After replacing the box the installer got the audio to work. The next day the audio was not working again… I called astound /​Wave and after 45 min on the phone they tell me I have to go back to the astound service center and get new box… After getting the new box I plug it in and the audio is working… a few days later my channels are missing… Back on the phone and I spend another 45 min on the phone troubleshooting… Astound /​Wave was unable to get the cable to work properly and told me they have to get someone to come out. So another Five days without TV until a tech comes out. Eventually a tech comes out and fixes the issue… today I get a bill for $ 267??? One month service. Come to findout the sales rep over the phone was not straight forward with the pricing apparently he was off by 57 $ a month as the rep over the phone told me. The rep told me I also went over my data? Another thing the first sales rep didn’t tell me about. Astound /​Wave severely limits there internet users data usage. The Astound /​wave rep told me that he was sure I was informed of the pricing. WOW great customer service! They wouldn’t do a thing for me. Stuck me with the whole bill. So naturally, I cancelled and did some research. Come to find out, Comcast/​Xfinity is offering 150mbs with UNLIMITED internet for 39.99 a month for 12mo. if you have your own modem. You can get one from best buy or fries for 40 $. Astound /​Wave is truly horrible all around and many others agree.

I was looking for an alternative to Comcast Xfinity and all the other big names when I came across Wave. I’m new to Wave but so far so good! I’ve had their service for one month so far and it has worked like a dream!
I work from home online all day, video meetings, chat, website stuff, streaming music… I needed reliable & accurate internet. Not one outage yet.
I’m located in South San Francisco (in case that helps anyone with decision making).
The customer service was amazing and friendly and that makes a huge difference for me. I called on a Sunday afternoon to get started and not only did they answer and walk me through signing up, they had someone at my door on Monday afternoon.
The onsite tech was amazing and knowledgable and very polite. He helped me rewire the entire house because the all the cables in the house were dead (so we cut them all out and put new ones).
Note: I cannot speak to their modems or router as I have my own. But the tech told me what I have is awesome so they know their stuff too.
Shortly after signing up I got a promotional deal in the mail for a faster internet at the same price so I called and they upgraded me within minutes at no cost (and with no arguments). I tested my speed on a couple online performance test tools and it’s right on the money with the speed I am paying for.

I’ve been a loyal customer for over 6 years when «Wave» was called «Astound Broadband». I have had nothing but the best customer service possible when everyone I know HATES COMCAST!
I met a Sales Representative Josh and he went ABOVE AND BEYOND HIS DUTY and helped me hang my flat screen TV on my living room wall when Best Buy Geek Squad wouldn’t do it!
I have nothing but good things to say about this company and the people that work there.
Call my guy Josh and I know he will take care of you (925) 278‑4888

I have had Wave Broadband for over a year now, and it is even worse than my previous provider, Comcast. The network is unbearably unreliable, disappearing 20 to 30 times per day for 1 to 5 minutes. All my out-​of-​town visitors complain about my Internet service.