Astound Broadband Powered by Wave

Joshua Brooks

Power outages all the time, and it takes 24 hours to get someone out here to fix the problem. Extremely unreliable internet service...... I would avoid, if possible

Lindsey Witherspoon

I canceled my internet on May 4th and the person I spoke to was condescending and I could hear him slapped his hands on his desk along with the syllables of his words. I wanted to make sure I understood what he was saying as far as me not receiving an other bill for the next month, but apparently he didn't have time for that. All calls are on a recorded line, why would someone be rude like that to their customers. He asked if I could return the equipment myself and I said yes, however, he did not tell me that he then set the cancelation date for a technician to come out to cancel the line outside of my home, for the 23rd. I was not aware that a technician was needed if i could return the equipment myself. I was not using the internet and it was completely unplugged for a couple days before I called to cancel because I was using a different internet provider after they raised my bill by $26 without any notice or explanation. I received a full month's bill today, so I called the customer service line, twice, to get information on the situation. The first person I talked to only told me that my account wasn't canceled but in a pending status and to call back again tomorrow. I called back a few minutes later and the person I spoke with actually helped me. She was polite and very pleasant. She looked into it and told me about the 23rd, and that she does see that the equipment was returned. She rescheduled the technician appointment for the soonest possible date, which is tomorrow. She then said she added in notes about how my account was supposed to be canceled on the 4th and we had talked about. She told me to call back after the technician had disconnected the internet service and then the bill will be able to be sorted out and corrected to show that it was supposed to be canceled on the 4th. I would have canceled it on the 3rd before the new billing cycle but it was a Sunday and they are closed according to Google. So I appreciate the 3rd person I spoke with because she took the time to find out what was happening and make sure I understood it along with what to do next. The other customer service representatives were not helpful with full details and or out right rude. There is no way that I would ever return to Astound Broadband by Wave (previously known as Wave) again. I may have later on if it met my needs but not anymore. If their customer service representatives won't take the time to help their customers then why would I want service from them?

Melinda Mathews

Absolutely horrible customer service. Made a appointment for someone to come out and look at the mess the first guy left. Waited 8 hours for no one to show up. Called them and they said we canceled the appointment, we tried calling 2 times and no one answered. Which was a lie. People can't call from out of state numbers and not leave a voice-mail and expect someone to answer. No they are saying 4 to 6 weeks out for another 8 to 4 appointment. Which means they can show up anytime between those hours. Absolutely ridiculous. Also this lady would not let me talk to a Manger , our call had to escalate to talk to a Manger she said.... because of this I'm calling Online Northwest Monday for different service. Been with wave for 5 years I guess it's time to switch. No good prices or customer service.

Matthew Pimentel

This company has to the worse company in history for cable service. Their cable continuously goes out giving these v codes stating connection lost, weak single, etc. So I placed orders for workers to Com out and fix the issues with only getting the results of, “it must be your tv because our cable seems to be working fine!” I recommend stay as far as way as you can from this company!! They are horrible at fixing issues and blame the problems with their cable on customers TV. Which by the way I have newer smart TVs in my home and had the geek squad come out with concluding their is nothing wrong with my TVs!