Wave Broadband - Headquarters

Evan Schmidt

I am really frustrated with Astound. I had scheduled a setup with the technician to come today. However, they did not come despite calling me. I called customer service and the automated system said it was completed even though it was not. I then had to call them and they put that I rescheduled even though that’s not completely true since they didn’t come. It was not an error on my part but on Astound. I hope this issue can be resolved soon since my wife and I work from home.

Arian Evans

Astounding company! Astounding support! Customer for 3 years. Only ISP option. Endless performance issues and outages. Billing and customer support demonstrate lack of respect for customers. Field techs tell us management avoids fixing root cause performance issues. Confusing billing practices. We had a credit card compromised used for autopay. Chase automatically canceled it the same time WAVE/Astound autobilled it. Astound added $40+ (half our monthly fee) automatically, and re-ran the charge twice, billing us 2.5x in one month, while sending the normal "thank you for your payment". No notification of any issues. When we called to determine why the bill was over $200 (vs $80), customer support informed us "this issue is your fault so we have to charge you" and refused to help. A second call rep informed us "you have to read each bill in detail to find out what we charge you, and that's just how it is." I don't like writing negative reviews, but I despise companies like this. Will drop this company the second Starlink or any viable alternative is available.

Jeff Stearns

Wave's Internet service is OK when it works, but dealing with their customer service can be a real nightmare. I signed up for Internet service at a fixed price for 24 months. Wave doubled the price after 12 months. I've spent several hours on the phone trying to clear this up, but the phone reps just spin the conversation in circles. Me: "Please honor the agreement we made when I signed up. I saved printed copies of the agreement. It's very clear." Wave: "We don't have contracts, so nothing is agreed." Me: "But we entered an agreement that you would provide service at a certain price for a certain time. I saved copies of everything." Wave: "There's nothing I can do. You can't speak to a supervisor. We don't have contracts, so nothing is agreed." This "conversation" just spins like this for 20, 30, 40, 50 minutes until you give up.

Jana

Account holder with Wave for almost 15 years. We moved to another state we took our equipment in to Port Orchard on 4 February 2022. We had over paid, and they owed us $143. I have called five times I still do not have my refund, I have been treated like I’m being a pest. I never made them wait to get their bill paid and quite frankly I am livid. I want my overpayment