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April 2025 by Nora Byrne
I had Andrew install my move in. He was super quick, efficient. Really happy I called. It was also same day service.
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March 2025 by Nizel Adams
I want to start this out by saying I am a certified network engineer and considering my status a pretty good one. I also do all sorts of work from mechanical engineering to electrical, generally anything related to construction. I switched over to Astound from Xfinity. I specifically told the Astound sales rep I can't go under 20mbps upload especially since I have a security system with a ton of cameras that record 24/7. Ideally I need 30mbps upload speed to function comfortably, but the rep said the speed I chose might give around 24-25mbps. The tech came out to run a new supply line. The tech was nice and actually did me a solid, but it's evident that Astound like many other ISPs needs to give them more in-depth training so they know how the technology they are installing actually works.
The tech seems to just have looked at the speed and maybe if his signal readings were showing yellow/red on his meter, but doesn't seem to know what the readings actually mean so they left while the connection was highly unstable, but "technically" still connected. This resulted in me having less than 1mbps upload speeds and less than 90 download speeds while being almost completely unable to even load a webpage even though I currently pay for 150mbps speeds as a test to see how the service is. I couldn't make wi-fi calls or work at all on the network because of numerous issues.
Xfinity was still connected before the install and working perfectly fine and when they did the switch all of these issues started. I did my tests, looked at the modem diagnostics and saw that the downstream power levels were being flagged as too high which was causing disruptions to the overall connection. To explain how this works, downstream (forward path) is what the ISP is sending to you and upstream (return path) is what you are sending back. A modem/antenna increases it's gain (power) until it can find a signal. The downstream power is high because the signal from the source (utility) is too strong so the modem is being overpowered by Astound. This is the opposite of the records I have from Xfinity which show Xfinity's signal was in-fact way too weak. I called the original install tech from Astound and he confirmed Astound does not use nor supply amplifiers to customers.
I did my tests, after installing a 10dB attenuator it decreased the downstream power levels to within spec, but as a side effect the upstream power levels increased to the point where they were now out of spec so I ended up connecting a three-way splitter to decrease the downstream by 3.5dB (7dB ports caused upstream to be too near the limit of spec) from the 10.7dBmV it was at which put it back into spec for the modem, but is still not desirable as you want the downstream power to be as close to zero as possible while the upstream should be 35-48dmbv.
For now it works until I can get an adjustable amplifier or high return loss attenuator to fix the problem since Astound seems to not want to do anything. Either their tap is defective or I need an additional piece installed it's that simple. My upload speeds are currently at 12mbps and download speeds at over 200mbps, but the connection is so unstable and full of latency. We're talking average latency of between 300-500ms during download and about 100ms during upload which is insane. That makes anything that needs a consistent connection like phone/video calls, file downloads, videogames, camera systems almost completely nonfunctional. As a person that plays online games, does livestreams & works with people remotely this has disrupted everything.
With all of my data at hand I called Astound to officially schedule a tech to come out since I didn't want to inconvenience the original tech by asking him to come by without a request in the system. The rep initially flat out refused to send a tech because I use my own modem which for all of Xfinity's problems, they would have never done
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March 2025 by Leo Chun
Had WOW for about 4 years with no issues, now my Internet is going down multiple times a month and it is near impossible to get someone on the phone to even try and cancel. These people are straight scamming people.
EDIT - I cancelled my account and the reps will lie to you. You cannot have your services prorated like most services out there and they make no effort in assisting with getting their modem back. Cancel as quickly as you can before they steal more of your money.
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March 2025 by John Negrete
Was with this place for 2 years but I had enough with slow internet and 2 no shows by techs. Back to xfinity with faster service and promptness
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March 2025 by Mark Wright
I canceled my account with 7 days left on the billing cycle. They charged me the whole monthly amount! I called and asked for it to be pro-rated. The refused. I asked to speak to a manager. They refused. I will NEVER use them again
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March 2025 by Lucien
Had 4 phenomenal years of service. 1000x better than xfinity. But tried to cancel the account today 2/25 since I’m moving and they are charging me for the entire month of March even though I won’t be living there. Crook behavior. I don’t care that pro rating isn’t part of their policy but not even xfinity does this.
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March 2025 by Elizabeth Skerke
Ever since they bought WOW our internet service has been HORRIBLE!!! Internet goes out all the time, at least once a month for several hours making work and schoolwork impossible. My kids teachers oy believe internet issues so many times... I had to show them screenshot of the outages because it was happening so often. We will be switching providers ASAP.
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March 2025 by Omair A
WiFi will never stay sufficient some hours of the day it’ll be working and some not. We had 3 techs come and reset out modem and whenever i call in the company will say to reset the modem and call it a day.
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March 2025 by Christina Rothwell
I wanted to reach out regarding the terrible customer service we received. We recently switched over to you all from a different provider to set up services. We called and spoke with someone who confirmed we were set up correctly. Today, our other service stopped and we were on astound completely. Our internet is not working and when we called in for assistance they mentioned no one can be out here for 24 hours.
My issue with this is that we had called ahead of time to set up an appointment where the astound representative stated one would not be needed. Now we have no internet in our home. We have a 2 year old toddler and 2 week old baby. We cannot access our baby monitor and our heat is off becuase it is connected to the internet. This is a life safety concern and we had done everything to make sure this was set up ahead of time through you all. Now that it is not working and after speaking with a manager on the phone she stated there is nothing that can be done. This is unacceptable and you are putting children in danger.
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March 2025 by Lonny
David Romero came and rewired the house and installed quicky, dude was also very personable and knowledgeable, 10/10 service.
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February 2025 by Daphne Knabe
Had Jesus (34631) over to install my wifi - quick, professional, friendly! Highly recommend.
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February 2025 by Arnold Coku
Stay away they are more concerned about getting new customers then retaining old customers. They charge existing customers double to triple what new customers pay. So, I will go and be a new customer elsewhere.
Edit: Emailed the address stated on the review response and their response was to talk to customer service why even make me email them in the first place if they can't help I don't understand.
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February 2025 by Steven DeBoer
My 87-year-old mother was out of service for three weeks or more, they gave her a one day credit. Customer service called me a liar over the phone. Can’t wait to cancel.
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February 2025 by luu gia
Every bad Internet service ,always add late fee even they charged before do day.
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February 2025 by Michelle Hoebbel
David Romo was very great tech and just got services install today ,so far so good!
