Astound Broadband Powered by Wave

Deanna Snyder

Astound-ingly bad! I called to complain about the constant rate hikes ( started at $35/month and ended at $98/month) and SUPER SPOTTY SERVICE they said they would lower my bill. They didn't tell me they would change my plan. Then they charged me overage charges! Now they say I have to pay more to get the service I originally agreed to. Way too good to be true. I'm done with them.

Le An

Thankfully internet doesn't go out as often as it used to with them. And they will cut you a better deal once they jack up their already high rates, if you ask. However, not being able to reach them by phone to report an outage is unacceptable. Being bounced off calls numerous times for numerous days is unacceptable. Not having an email address where customers can contact them is unacceptable. Not having enough customer service reps to take calls is unacceptable. A 49 minute wait to get through to speak to a customer service rep to request a credit for when service went out is unacceptable. If you have options, before you get sucked into the set up fees for a company, seriously consider your options. WAVE does not value their customers enough to treat them as if they value them. Update 9/29/2020 - Called because internet went out. Got scheduled for service, told if it came on to cancel or I'd be charged for it. It came back on. I waited 55 minutes on hold to cancel the service call. No other way to contact them. Also, internet has been slowing to where videos stop until it catches up or it freezes me during Zoom meetings. The service I have was advertised to be up to 100 mbps - for the past three weeks whenever I run a speed test it runs between 1 mbps and 8 mbps. Today must be a good day - just ran at 48 mbps. On the bright side: service technicians are friendly, helpful and kind - once you get through. Update, June 5, 2022: Still one star. Held 21 minutes for billing before call disconnected on me. I went to the internet site, it only presented MORE questions about my bill, citing different information than what I was told by a customer service representative that barely was able to speak understandable English on May 27, 2022 (and I only got into to her by going in a "backdoor" and choosing another option besides "billing." Held for an unacceptable amount of time again then, when I finally called back and chose that option). There is no information on the internet site about WHICH plan I have, which is what my question was about. The paper bill I received has a different amount due than what the customer service rep. told me it would be and the internet site for my account shows yet another amount. Their recording that kept saying "We appreciate your business" can say one thing, but in the end, ACTIONS SPEAK LOUDER THAN WORDS and to leave someone hanging on hold on numerous occasions, if they supposedly are appreciated does not say they are appreciated.

Dan B.

I'm waving goodbye to Wave. Their billing dept. Is awful and their service has become unreliable. Not worth the price at any cost.

Will Adams

Since Astound has become the face of wave, I have been hit with charges that can not be explained. When I called their customer support, I was treated with disrespect. First they would not try to understand my concern and kept telling me “that’s the way it is. You need to figure it out.” They also said I need to take up the $25 charge on their bill with my bank. When I contacted my bank about the charge, I was told it was declined do to the Astound name changing from Wave and they have not properly updated their records. The charge looked like fraud. Now I’m stuck with a $25 fee for a mistake I had nothing to do with. Astound was unwilling to help with the charges and also charged me 2 weeks early for my next bill. Can’t wait until another service provider comes into our area. They have a monopoly here. It’s so infuriating!