Astound Broadband

I have had problems Broadband
I didn’t have cable for 4 months (4 workers came out at 4 different times and still didn’t fix it) first guy that came out erased all my paper view fights that I had recorded. (over $ 300.00 worth of fights) he said they were going to reimburse me for that and they didn’t. I had moved to a didn’t unit in the same building and my cable was still not work. (keep in mind they were STILL charging me for cable that wasn’t work) finally the 5^th guy that came out fixed the cable.
Last month I get a letter in the mail from a collection agency that I haven’t paid my bill. Wave broadband was charging me cable for a unit that I dont live at and for the months that my cable wasn’t working, called them to sort everything out and they said it was fixed. Last week I get another call saying my bill was due, I called wave broad band and they said nothing was fixed and they would get back to me once they find out from the billing department. I have been trying for 2 months to get them to fix my account. Someone from wave please fix my account!

Surely you could find ruder people to work at your San Mateo location on El Camino. Both my husband and I have been there to swap remotes etc etc… and both times the people there have been less than pleasant. Smiling doesn’t cost anything. Saying thank you for your business doesn’t cost anything. Scowling at customers, well, it’s appropriate you named it Wave. Because like myself, customers will be WAVING Goodbye…

Still ZERO stars. Just because they call it «Wave» does not mean anything has changed for the better. I have constant problems with both internet and cable. I need to move.

Raised my rates 80 dollars a month from 120 to 200 dollars. I had phone, internet n cable with Starz. Downgraded to a lesser cable and got rid of the home phone as I was not using it anyway and a slower internet speed to get it back to 120 a month. I recently purchased a 50 mile amplified indoor antenna that gave me 65 channels. So far I have excellent picture quality and I already own a Roku. Even if I subscribe to a few things on here it will never amount to 120 or 200 a month. I will save that money for something more worthwhile!
Thanks for being so unreasonable that I came to my senses Wave /​Astound !

Lost service on Tuesday. Scheduled for Thursday 2 – 4 to come fix. Nobody showed up. Called at 4:15 to get an ETA. Told 4:45. Nobody showed up at 5pm. Said the guy came by and left a note on the door. Complete lies as proven by the security camera that nobody came by. They wanted reschedule for another day but given that I stayed home from work to do this I couldn’t miss another day. Offered a hilarious $ 20 for my trouble.
Told them I wanted to cancel and they wanted to schedule a time to come pick it up the cable box. I’m not staying home again for them to do that. Bounced me around on the phone for over an hour with no resolution.
Completely not worth your time. Worse than Comcast now.

The biggest rip off company STAY away from them.
Just to give one example of my experience with them in the last two years:
I had initially internet 100 speed + local TV bundle + phone for around 110 $ a month for 12 month, it ended January 2015, then my bill went 160 $ a month because the discount ended.
I called them and tried to check for new deals, no they don’t offer, they actually punish you if you are a loyal customer and you want to stay with them. So in order to push my bill down, I had to ask them to remove the phone form my plan and also to downgrade my internet from 100 to 55, then my bill went down to 110 $ again.
Guess what? exactly one year later, which is February 2016, my bill went up again to more than 140 $. I called them to complain, guess what: my promotion ended up again! So I was like what the hell promotion ended again? my promotion ended one year ago and I had to stop my phone and downgrade my internet to get a bill from 160 to 110, so WHY THE HELL IS MY BILL UP TO MORE THAN 140 again? PROMOTION ENEDED IN 2015, WHY THE HELL IS THERE ANOTHER PROMOTION ENDING UP AGAIN? does it make any sense?
they keep adding hidden promotion into you bill every 12month, to increase you bill from 60 to 200 dollar, it is a fraud company. dont get excited with their first customer offers!
THIS IS A RIP OFF COMPANY, LIARS AND STEELING MONEY FROM CUSTOMERS WITH THEIR PROMOTIONS.
Try to go to any company but do not even try Wave/​Astound, at least other companies are clear about what you will pay and they have better internet, better TV for sure.

It’s becoming the most expensive service ever! It used to be not expensive solution compare to other ISPs… and now my bill for shitty plan is over $ 100 !!!

Customer service is a joke! When my internet and phone were not working properly they offered to send someone out the next day between 8 am and 8 pm but offered that if I called in that day after 8 am they could give me a more exact time. When I called at 10:30 the next morning they still could not give me even an approximate time for the tech to arrive. After notifying them of the CA law requiring a 4 hour service window, they said they could give me an appointment with that window but it would be 13 days out! So I have to give up an entire Saturday waiting for a tech to repair their service or deal with intermittent service for 2 weeks?

To wave company. Jeff Ronzani is an excellent service guy. He’s nice n explained wat has to be done n he knows wat he’s doin. . I was about to change to other company d service n he change my mine not to do so or else u lost one customer. Ur company should know wen ur employee did an excellent job in 16 Clarendon Rd Bulingame ca 94 010. Thank u n he’s a keeper. Percy Reyes. Good day.

After an 8 hour set up for cable tv, Internet and phone on a new system I wasn’t sure I wanted (I had Gateway before), the Internet wasn’t working so Wave (Astound) sent out a technician the next day. They said he would come between 8 am and 8 pm. When he finally came at 7:15 pm, he fixed the Internet connection and main tv, but 2 hours after he left, the bedroom tv wasn’t working. When I called Wave’s customer service, I was told that it wasn’t important enough to get a technician out before a week. Although I had Gateway with Astound before, I am ready to try someone else. This new TIVO system seems like nothing but trouble and 3 out of the 4 service personnel I spoke with were so tired and overworked that they could hardly be civil.

Wave broadband is terrible. I work remotely and routinely as in every 15 –30 minutes I get a timeout that breaks my vpn connection. It’s unusable garbage.

This company continued to charge us after we moved and discontinued our service. They owe us $ 1400! We have been trying for months to get our money back and they continue to give us the runaround. It’s unfortunate that this company trains its employees to lie in order to get customers off the phone and continue to defer any resolution. They make Comcast look good.

After my 12 month contract, I’ve disconnected the service for a month, since I didn’t need it that month, and then restarted it again, right after. I’m renting an equipment from the initial period now. They charge $ 10 rental every month, including that month that I didn’t have the internet; which is fair. However, the problem is that every month they keep adding $ 200 for «unreturned equipment»; which I continue renting from them!!! But I only find out about that charge when my service gets disconnected (every month). Then I need to call their customer support, deal with that charge, then they apologize for the mistake they made, and restart my service. Sometimes, if I come home after 8pm to find out that my internet is off, and there’s only tech support available at that time, who say that I need to talk to the customer service that will be only available in the morning, and until then they can’t restore my service, unless I pay $ 196 or so. They insist that there’s no other way. I ask for a tech support supervisor, who of course is able to restore the service, but can’t deal with the charge. I understand that those support representatives are just following orders of the imbecile management of Wave.
The sad part is that price to speed ratio with Wave compared to other providers is a little better. Look outside of the US. Every other country has a much better internet service at much better rates. Next company I start is going to be in Internet Service Provider, and we’ll take down all these dinosaur (old thinking) companies that take advantage of the situation!
P. S. Oh, also that 55mb/​s that I pay for never happens.

Horrible transition to Wave. Intermittent signals, dropped emails, emails held up for 20minutes.
ATT here I come. These jerks have cost me a lot of money as I work from home. Oh, customer service? HAHA joke’s on me. First they said that my emails were getting kicked back from the addressees. The ones I’ve been emailing for 10yrs. They wouldn’t even look into the problem. Then to get customer service, 10−30minute wait. Hope you guys go out of business and good luck collecting your last bill from me.

Bad internet service (even i pay 80 bucks to get unlimited full speed 110mbs)
Bad customer service (you are lucky if you can talk to someone on the phone within an hour.)
Just go with any other service provider but not wave (astound)

Internet connectivity has gotten much worse lately. I sometimes work from home and notice that my connection to my company’s VPN goes down, usually many times a day. I am the only one having problems among my co-​workers, so it’s not a VPN issue.
Last week internet went down twice (that I’m aware of). Tried to call customer service but of course could not get through due to «higher than expected call volume». Today internet went down again. Tried to reach customer service but gave up after being on hold for close to 10 minutes. Luckily, internet service came back up. For now.
I will update if service improves. Meanwhile I will be researching alternatives.

Wave of people jumping ship… this will be their net loss!
I paid $ 80/​month for upgrade from 50÷5… and never even got speed close to that.
In fact,
shows I only get mbps down, and 3 mbps up.
What a piece of crap. Reset modem, and ensured modem does support these new speeds.
Actually I got the top speed of ⁸⁰⁄₈ for a couple of days, every day after that has been ¹¹⁄₃ range. CRAPTASTIC!!!
Wait for 1 hour for tech support, never even got an agent. Use to be awesome when it was Astound. Now I am mad and astounded how bad it is now.
Going to jump ship, not paying all this $$ and get crap.
Paid almost 200% more and left as a frustrated customer.
Outages regular, dropouts, and much more.
This rarely happened with Astound.

The old Astound website was rolled over into Wave’s website. BIG PROBLEM. Can’t log into my account. I’ve done everything, tried to reset my password multiple times to no avail.
I’ve called Wave customer service and Wave basically said it had nothing to do with their website, they said the issue must be on my end. NEWS FLASH, it is not my inability to re-​set my password, it’s your web administrators inability to transfer astound users data properly.
Congratulations, you have just given Comcast a reason to celebrate. They no longer have the work customer service and support! I’ll give three guess who does and the first two don’t count.

I always get friendly and quick service when I’m here. Was just a little thrown off when I stopped by at 2:30pm on a Tuesday and they were «closed for lunch». I went in to replace my remote which wasn’t working. Within 30 seconds, the employee had a working remote with new batteries too!

I run a business in San Mateo just down the street from Astound. One day a sales lady comes in an convinces us to switch over from Comcast to Astound. She promised there would be no overlap and that she would make sure everything would go smoothly. Basically after that day we never saw her again and she delayed very much responding emails and calls. Yes, you guessed it. There was over lap. 5 months later and the switch back to Comcast still hasn’t been completed fully.
Simply put; terrible service and terrible customer service. I could honestly go on for paragraphs how terrible my experience has been with Astound, but they have wasted so much of time I’m not doing it anymore.
Oh and if you’re switching over because you hate Comcast; don’t even bother. They are basically owned by Comcast. They use all their lines and services. They pay Comcast a fee per month to use their stuff.
My advice is stay far far away from Astound.