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December 2023 by Geoff Thomas
After doubling my bill I canceled. Tried to drop off my equipment, can't do it here. Their front desk is permanently closed. This company is a joke!
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October 2023 by Gordon Zhang
Constantly dealing with packet loss that returns every few weeks to months in the Seattle Central District. Their techs verify that nothing is wrong with my hardware every time, yet they only actually bother to fix the problem on their end at most 1 in 5 times I point out the problem to them.
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August 2023 by Ashley M.
absolutely the worst internet out there and horrible customer service.
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August 2023 by Ronald L.
horrible experience with Astound (Wave). I have used Astound for 10 years, and despite the constant technical problems, I have always had a good experience with their employees. I have 9+ complaints from when I canceled my account, but here are the top few. - worker comes to my house to improve terrible internet speed. he takes some equipment but doesn't record it. I have to pay for it (see below). he installs some Eero equipment but doesn't tell me that I will be charged for it. - Internet is still slow. After 10 years, I decide to cancel Astound and switch to Ziply. - i call to cancel. The person I talk with is incredibly bad, She says I have 24 hour to return equipment or I will have to pay for it???? Can she explain this? "I am just going to repeat whats on my screen in front of me". She says the same thing and refuses to clarify. I have 24 hours??? - she never closes my account which means I am still paying Astound. I didn't discover this until my fourth call to billing. None of the people I talked with noticed that my account was still open. - I rush to the Astound branch 1 hour up the road. When they explain about the missing equipment, I dispute this. They say they will open a ticket. I am supposed to get a call about the results of their search within 72 hours but no-one ever calls me. I am billed over $100 for missing equipment that I don't have. - I talked with them and said - You guys know I've paid over $36,000 over the past 10 years and it is too bad we are ending on this bad note. They could care less. Lousy ending to this relationship. If you're thinking of dropping Astound, go ahead. Ziply have gotten most of their support issues fixed and are really, really, good. I am very happy with Ziply and YouTube TV
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January 2023 by Kevin C. L.
Worst service! We are on the plan that's up to 400 mbps. We get around 24 during the day and less than 1 mbps in the evening. You wait for hours to talk to someone and then get disconnected.
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January 2023 by Fei Z.
AVOID. They had several internet outages while I was trying to work from home. Also terrible website, it's a pain to cancel service when you are moving out. Choose another bigger, more well established ISP if you can.
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January 2023 by Anand
Can something be more worse compared to Comcast? WaveG has entered the chat…
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December 2022 by Shaquille S.
If I could give them a zero star review I would , they sent an account I closed to collections, when I called them about it they said I never returned the equipment , then miraculously they seen I returned the equipment, then they said I never canceled services but yet I returned the equipment, they then transferred me to the collections agency and said I would need to dispute it with the collections agency. I then asked if they made a mistake but stated they didn't even though they had my equipment and I cancelled months before they said they turned my services off for non payment. TERRIBLE SERVICE I WOULD NEVER RECOMMEND TO ANYONE!!!! STAY AWAY FROM THEM, YHEY WILL SEND YOU TO COLLECTIONS EVEN THOUGH YOU CANCELLED SERVICES!!! STAY AWAY!
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November 2022 by Warhol C.
A trash bag by any other name would still reek. It's the usual, "one star wish I could give it no stars," disgruntled review:1. Unreliable internet, often drops video calls, interrupts streams, loads slowly 2. Automated messages when you call to get any support3. Vertical monopoly - basically are forced to endure due to few choices in the areaThese things I could overlook, most internet companies fit the trope of having crappy service, but today was the straw that broke the camels back...waking up with no internet, trying to work from home, using up all your phone's data, and calling the company for support only to hear a repetitive loop of automated messages saying they're "sorry for the delay," it'll be another two hours. The time ticks by, you turn your head to peer out your window into the cold, desolate night. The black curtain has descended over the day's sun. The realization that the whole day has gone by and there will be no internet sinks in. You dial the Wave Broadband's phone number, greeted by a familiar automated voice. You have entered the Twilight Zone.
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November 2022 by Anouna B
Worst service. Be careful they going to overcharge you!!!! Never have service from them! Internet is worst!
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November 2022 by Robert K
Unfortunately I have been a customer for 15 years (three company name changes) and the service has always been the worst. Unreliable connections with high latency and low download links. I have not had single month with stable service in all 15 years. My town has made several efforts to kick them out (they are the only provider) but they cont. to get the contract after improving things for 3-6 months and then right back to the same old same old. If you use them for work you must also have another cellular or satellite connection on standby.
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November 2022 by kirk packard
Customer over 3 years, always paid in time. They work off promotions. They apparently can make them expire when they choose and increase your bill anytime. I had supplied my own modem at the start and closing my account they decided it was there's. I finally realized "you can't fight city hall" I couldn't win and gave them my modem. My experience with there service was very good besides that !
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November 2022 by Cris Gordon
I pray for the day that ANY other internet provider is available in my area besides Wave/Astound. Customer for 10+ years and like the majority of people I work from home, I am also under contract to let my employer know when I cannot work from home so accommodations can be made. Starting having issues on May16th.. Tech comes out and says the line needs to be replaced at the street level and he is scheduling that for Friday. Appointment is then rescheduled for Monday without a phone call, then appointment on Monday is rescheduled for Tuesday without a phone call. Call and speak with customer service and while their agents are nice and professional are limited on what they can do so speak with the ruddest Supervisor to ever grace customer service.Speak to another Supervisor and promised that this will be escalated and they will get back to me. Suprise they never get back to me. Construction comes out finally and they don't replace the line but clean up the noise so suprise issue is still not fixed.Call and speak to someone else and they escalate the issue and say a senior Tech will call me and schedule a time to come out that was on May 28th and suprise no call. Call again today and they are not sending a Tech it has been referred over to "construction " and they will call me to schedule. Can they get a hold of this department ~ No. Can they tell me when they can schedule so I can make work accommodations ~ no. Do they care ~ nope. If anything while their agents are amazing at customer service their Supervisors need some serious retraining since ever single one I have spoken to is rude, unsympathetic and refuses to go beyond their "scope" for a client that pays their bill on time. I have been in customer service for 20+ years and I would never speak to a client the way they have spoken to me and I would be doing everything in my power to help. Stay away if you can otherwise continue to contact other providers begging them to start service in your area
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November 2022 by Jessalyn Jackson
Wave recently changed their name to ASTOUND. Do not be fooled by the rebranding, they are the same terrible company. My wife and I have had a horrible experience during our time with them based on frequent outages that happened weekly, at times for more than 8 hours. Not just an inconvenient thing when you make your living from working from home. Just to add to that, now that we are (thankfully) finished with this company, they charged me without my consent (I had taken my card number off and removed consent, they still managed to pull from my bank account information) $229 for the router that we returned. Now that I"m in conversation with customer service, they are saying they magically don't see that they charged me $229 and that I'm essentially wrong or lying. Don't get services from WAVE or ASTOUND.
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November 2022 by Carolyn Ghosn
Wave broadband should be called narrowband.Service drops way too often and when we do get service it’s inconsistentWe pay for fastest speed but get buffering all the time. We added a mesh system to the house but still get buffering.Customer service is frustrating at best as your left on hold for long periods of time forced to listen toRedundant messages and hold music.The People are nice enough but just can’t much help when there’s another outage.Looking for another option
