Customer ReviewsforAstound Broadband powered by Wave

5 months and my internet still cuts out every other day. Ive tried multiple routers and 6 employees have come out. They keep saying its Eeros fault even after Astound provided their own eero and the issue persisted. Ive asked multiple times for reasonable accommodations per the *** as well and have been ignored because the employees dont know what it is.

Hello, ******! Thank you for reaching out to Astound Broadband. It's important to us that you have reliable service to enjoy. Let's get this matter escalated and resolved. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family! -******

This is the best internet service I have ever had. I live in a place where there's spotty to nonexistent cell service, so I rely on my internet connection just to be able to use my phone. I opted for the 100mbps plan when I signed up because I'm not a gamer. As long as I can stream music and movies I'm happy. I have been with the service for about 18 months and yesterday accidentally disconnected the optical wire from my modem. I had to drive down to the highway to phone Astound, but they were out here the next morning and fixed it so it won't break again. The customer service lady I spoke with was lovely, as was *****, the technician who came out today to fix it. It's really great when a company hires technicians who are friendly as well as skilled. I am very happy with this service. Just so you folks know who to give the Kudos to, I live in *************, just outside of ****** **********.

Hello, *****! Thank you for reaching out to Astound Broadband to share your experience, and for rating us with five stars! We are so happy to hear that our team was lovely to work with, and that they were able to resolve your connection issues promptly. I'd love to share your compliments with their management team. Please email me at ********************** with "Attn ****** BBB" in the subject so I can do so. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

The worst customer service ever. The pricing is ridiculous along with their cancelation policy. We call the day after our billing cycle started over and now we are paying $140 for internet in a place we aren't even living. This company is a joke and we will never do business with them again.

Hello, Ma! Thank you for sharing your recent experience with Astound Broadband. We're sad to hear that you chose to disconnect your service. Our terms and conditions were updated in the beginning of April 2024, as customers were notified via email/mail prior to the change taking place. Our policy now is that internet-only customers are billed to the end of their current billing cycle when disconnecting service. Customers can still use their service up to the end of the billing cycle even when a disconnection is requested. We'd be happy to review your account and answer any remaining questions that you have. Please email me at ********************** with "Attn ******" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with us as a valued Astound customer. -******

I've had consistent Internet outages this past month, and my calls for help were met by the most rude and condescending customer service representatives I've ever encountered. They raise their prices without upgrading or even PROVIDING service. It's gotten markedly worse recently, and they couldn't care less that they cause people to lose income and employment due to not having stable internet.

Hello, L. R. Thank you for sharing your experience with Astound Broadband. Our top priority is to ensure that our customers are satisfied with all aspects of our service, from the service itself to our customer care. I received an email from you and responded to it earlier today. Please don't hesitate to reply to my email should any further questions or concerns arise. Thank you for being a valued Astound customer. -******

Worst ISP I've ever encountered and I'm the *** of a mid sized company so I have experience in the IT industry and have dealt with many internet providers. I thought *************** was the worst until I dealt with these folks.First off they missed multiple installation appointments. I had to drive 130 miles to the installation address and had to wait through multiple 4 hour installation windows before they ever showed up.Second I have to reboot the modem pretty much weekly to regain an internet connection. Next, they are billing me for a 1.5 Gbps fiber service that doesn't even exist here. what I got was a cable modem that can't reach 900 Mbps.They offered me a $10.00 a month reduction in the bill if I went paperless billing and signed up for auto pay. I did and they aren't honoring their promise. I'm on my second bill now and still no sign of the $10.00 reduction.Contacting support is a waste of time. They were no help with the missing installation appointments and they're no help with the ridiculously slow bandwidth I receive even though I bought their top package. All they do is refer to the fine print in contract which basically states we'll give you whatever speed we feel like and you can just deal with it.The salesman outright lied to me about several things including the type of service I would receive and when it would be installed.Part of the reason I bought this house was based on their false advertising about available internet connection speed. I work almost exclusively from home and have to move large files back and forth to the office on a regular basis.In short this company can't be trusted. Their speed ratings are horribly exaggerated, at least in my area, they don't even install what you purchase if they can't, though they will sell it to you anyway, their support is worthless and they charge outrageous prices for what little you get.I hope this helps someone out in the future.

Hi, *******!  Thank you for sharing your recent experience with Astound Broadband. I'm sad to hear that your initial experience with us didn't get off on the right foot. I'd be glad to review your account and assist you with your internet speed as well as your billing concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

I have had WAVE internet for the last 5-6 years. The service and connection is usually fine. I do have to call them every year to ask for some promotion offer so I can keep my bill reasonable which is annoying (paying full price would be a total rip off, even with discount it's still too much in my opinion). What really bothers me about them is their Internet Infrastructure Fee, which they slowly increase apparently hoping you won't notice. Often it is just one dollar but last month it increased by four dollars. This is not a government mandated increase, although their staff told me it was even though the paperwork right in front of her said otherwise. This is an increase in price made by the company for more profit. It claims to cover cost of doing business but I doubt their lowest level employees got a four dollar per hour raise. Image all their internet customers are now paying an additional four dollars per month- I am sure that adds up to a lot of money. I understand that the cost of things goes up but I highly doubt their cost of business has increased that much and more likely it is just lining the pockets of those at the top- unfortunately all internet providers seem to be the same.

Hello, Ga ******! Thank you for reaching out to Astound Broadband. In today's economy and as a consumer myself, I know how important it is to get a good deal and the products and services I purchase. I'd be glad to review your account with you and make sure you're getting the best value possible. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

NOT HONORING PROMOTION AND PRICE INCREASE WITHOUT NOTIFICATION.On feb 2024, online agent got me a 24 month promo. and in August 2024, promo disappeared, my bill is almost doubled. I chatted with an agent, saying that promo is no longer valid. it has only been 6 months and take off my promotion WITHOUT any notifications before hand. the anget simply saying "oh you already have a few promo on the account, and we do increase price from time to time". just WOW! I've never dealt with any company like this.

Hi, *****. Thank you for reaching out to Astound Broadband. I understand that you have some billing concerns and would be glad to assist you. Please email me at ********************** with "Attn ****** BBB" in the subject so we can help. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

System has problems every couple of ********** a tech (******) came to our door, saying he needed to disrupt our service for 5 minutes as he connected brand new service to our neighbor. We were using the Internet at the time, but said, Sure. ****** again stated it would only take 5 minutes. Its now over 4 hours we have no service. ****** is gone from the area, we waited 40 minutes on the phone waiting for the company to answer our help request, they tried to upsell additional service insurance, then told us they would track down ****** to see what happened, and contact us. No one has called to assist. This kind of nonsense happens weekly, where we live! Incredible that they call their service ASTOUND! Its just awful!

Hello, *****! Thank you for reaching out to Astound Broadband. When doing necessary maintenance or work, we try keep service disruptions to a minimum. I understand your concerns and would be glad to make sure this gets properly escalated. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

Service was great up until about 5 months ago; I streamed for a living, and now I can't rely on your service. Your social media presence is trash. You tell us nothing is wrong, which is a lie. and you don't fix the issue; its not just vandalism. Your service bounces up and down at random times, cutting out my stream and destroying my viewer count since people dont have the patience to reconnect. I rely on that count to pay the bills, but I can't do that if you're not reliable. I have had the modem replaced and the line checked. It's on your end at this point since the upstream keeps dropping out or becoming nonexistent. I checked the modem logs and it's on your end. Fix it or I will find another provider since you seem to struggle with consistency. Maybe you could hire qualified tech support instead of DEI hires.

Hi, ***! Thank you for sharing your recent experience with Astound Broadband. We know that many of our customers rely heavily on a stable internet connection for their living. Let's take a closer look at your connection and see how we can get this fixed for you. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

ASTOUND CHANGING FROM DIGITAL TO STREAMING IS MORE BEYOND AWFUL. I have been an Astound Broadband customer since they first showed up in *******, ** many years ago. Had some small problems over the years but all of them quickly resolved by their techs and superb customer service.TILL NOW. We have been forced to change to streaming content instead of my beloved digital and reliable cable. All of the sudden I received a box full of new gear in the mail to replace my Tivo box and the two "satellite" receivers on my other TV's. I called Astound and I was told I need to have those boxes (replaced by me or $100 for their tech to do so) within a certain date as Astound will pull the plug on that date. Then my service will be replaced by a streaming service and it "will be great" the CS agent told me. I was also told that because I would not be renting equipment from them my bill would be less.I have tried streaming before and found it to be awful. #1 Jerky rewind and fast forward. #2 you cannot zoom thru the ****** has been over a week now since the service changed and I have yet been able to view ANYTHING in its entirety. All I get is the spinning wheel loading content. Even when trying to view the guide. This streaming is ********** top it all off the CS agent I talked to lied about my bill... it has gone up $30 and the new service does not include my very favorite station... I have to purchase another tier of channels to get it. Grrrr I am a disabled senior and the TV is my daily ray of sunshine!Has anyone else experienced this?

Hello, *****. Thank you for reaching out to Astound Broadband. It's important to us that our customers enjoy the service we provide. If you're have trouble with your ************* we need to get this fixed! Let's take a closer look at your connection, as well as your billing. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******