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Cable TVs
Astound Broadband powered by WaveThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Astound Broadband powered by Wave's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.11/5 stars
Average of 195 Customer Reviews
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Review fromSteve E
Date: 11/10/2022
1 starSteve E
Date: 11/10/2022
Have experienced intermittent service for several months days and to make matters worse they are using an automated system which provides false, unreliable and inaccurate restoration estimates. Their system doesnt allow customers to speak to a live service representative to get valid information about the outage.Astound Broadband powered by Wave
Date: 11/15/2022
Thanks for your feedback on Astound Broadband powered by Wave. Any and all feedback is appreciated so that we can do our best to provide good service to our customers. We do apologize for any recent unforeseen interruptions in your service. Our Network Operations will always ensure restoration to those impacted by an outage within the quickest possible time frame. At present we do not offer customer visibility on outages via a online outage board. "AUTOMATED" restoration times may be obtained by calling **************. Times provided are ESTIMATES ONLY, and may update or have the time pushed out based on the progression of restoration efforts. You can reach a live agent through the Interactive Voice Response (IVR) system by either saying ****************** or pressing "0". Since during a service outage tech support queue's for the area will be unavailable and thus the system may not auto connect you to an agent. Customers may also live chat on the website, or our social media on ***************** On occasion we may post information or details on social media ****************** for customer visibility if the outage is high impact. If you have further questions or concerns, feel free to reach back to our customer service at your convenience. Thank you for being our valued customer!Review fromChristine N
Date: 11/09/2022
1 starChristine N
Date: 11/09/2022
both product and customer service have come downhill since Entouch became Astound I would give a ZERO star if I could.I am about disconnecting with them and look for another internet/TV/alarm monitoring provider BTW, don't call their customer service line they'll put you on hold for an hour, and if you call back, same amount of hold then they'll connect you to the wrong department. I think it's their ploy to make you get tired and not bother to call They are really good on taking your money every month but when it comes to servicing their customers they are nowhere to be foundAstound Broadband powered by Wave
Date: 11/10/2022
Thank you for reaching out to Astound powered by enTouch. We pride ourselves on providing exceptional customer care, and I'm sad to hear that this wasn't your experience. Please email ***************************************** with "Attn ******" in the subject so we can better assist you with your concerns. Thank you for being a valued part of the Astound service family!Review fromkelli c
Date: 11/08/2022
1 starkelli c
Date: 11/08/2022
this is the letter i just sent in with my service cancellation. It explains it all. Crappy service. 11/8/2022 To whom it may concern, I am so disappointed in Wave/Astound. I have been a customer of yours for several years now and due to a mistake by your installation team and the gross negligence of your customer care/service team I was given no choice but to cancel my service and move to another provider. I currently still am showing a balance on my account of almost $600.00. The majority of which is equipment charges for equipment I do not have. When my new install was done at my new address ***** ********** Dr. - in mid-August, the tech took the old equipment. No one now seems to be able to find this equipment. And I am being charged for it. I HAVE NO NEED FOR SEVERAL YEAR OLD EQUPMENT. Why would I have it, want it or keep it? No one was able to figure out how I could just pay my service fee totals while, for 3 months, people were trying to figure out my account to the point where my service was going to be turned off so I went to another provider instead. I refuse to pay for equipment I do not have and the mistake of your staff. Moreover, I was told multiple times, over and over, I would be contacted by a supervisor or someone who could help me. NEVER ONCE did I receive a call. I had to call back almost weekly to get exactly nowhere. No one wanted to just pick up the phone and let me know I would be taken care of, helped, assisted. All I wanted was to pay my current usage bill and keep my internet on while this equipment was being located yet. No one ever took the time to help me. Here we are over 3 months later, open help tickets, no calls from management, balance still there.It just boggles my mind that your customer service is so awful that they would let a long-time customer who planned on being with you for years to come at $100 + a month go over $435.00 worth of old equipment that I do not have in the first place (a mistake by your employees)Astound Broadband powered by Wave
Date: 11/10/2022
Thank you for sharing your experience with Astound Broadband powered by Wave. Sorry to hear you are no longer part of our service family and that this billing issue was not resolved while you still had active services with us. We presently do not offer equipment pick up by our installers. Special arrangements can be made through customer service to have a tech pick up our equipment for a fee. A return receipt would also be provided by the tech to customers upon pick up. Such an arrangement would be done as an "exception" if a customer is unable to return equipment to a local office, or through the mail using our provided ***** label(s) for FREE. If this special arrangement was done, and you have your return receipt, simply contact customer service to provide this detail so we can research with our return warehouse to have any non-returned equipment charges removed from your final bill. Should you require specific details regarding our policies on this matter, visit ( https://www.astound.com/policies-disclaimers/ ) refer to "Internet Customer Terms and Conditions" Sec 5. ********************** property & the "Equipment Return Policy". If you have further questions or concerns, or need assistance, feel free to reach back to our customer service at your convenience. For 24/7 assistance please call ************** ** Live chat from our website Mon-Sat: 9:00am - 7:00pm, Sun: 8:00am - 7:00pm ** Or direct message us on our social media via ******** or ******** You are also welcome to email me direct at ********************************* with your account information, referring to this review with any questions. Thank you! -*****kelli c
Date: 11/10/2022
The old equipment was taken at the time of my new install/move. I needed upgraded equipment....I was given no receipt. Hence my issue with you.Review fromJason L
Date: 11/08/2022
1 starJason L
Date: 11/08/2022
They claim to have great customer service. Which is a lie. Ive been trying to get in touch with them for 4 straight days. My internet has been down the entire time. Their automated answering service claims the service will be repaired in 2 hours.every timefor 4 days straight. You cannot get a hold of anyone. It is just very poor service. I only can get thru to a person if I say I am a new customer. Then you get someone to take your $$ but no one to answer questions. BadAstound Broadband powered by Wave
Date: 11/08/2022
Thanks for your feedback on Astound Broadband powered by Wave. Any and all feedback is appreciated so that we can do our best to provide good service to our customers. As I hope you are fully aware there are currently ************ ***** outages and Astound network outages due to major storm damage to the fiber network in Western Washington from this past weekend. Our Network Operations will always ensure restoration to those impacted by an outage within the quickest possible time frame. At present we do not offer customer visibility on outages via a online outage board. "AUTOMATED" restoration times may be obtained by calling **************. Times provided are ESTIMATES ONLY, and may update or have the time pushed out based on the progression of restoration efforts. You can reach a live agent through the Interactive Voice Response (IVR) system by either saying ****************** or pressing "0" at anytime. Since during a service outage tech support queue's for the area will be unavailable and thus the system will not auto connect you to an agent in tech support. Customers may also live chat on the website, or our social media on ***************** On occasion we may post information or details on social media ****************** for customer visibility if the outage is high impact. If you have further questions or concerns, feel free to reach back to our customer service at your convenience. Thank you for being our valued customer! -*****Review fromBob K
Date: 11/08/2022
1 starBob K
Date: 11/08/2022
2 weeks into the service I already experience 48 hours of outages. Worst internet service ever. This company is a joke.Astound Broadband powered by Wave
Date: 11/08/2022
Thank you for taking the time to give Astound Broadband powered by Wave a rating and we're sorry to see that you're unhappy with our service. We would be happy to determine if there is any direct action we can take to resolve your concerns. Feel free to email ********************************* with your account information, referring to this review, or contact us on our social media via ******** or ******* too for assistance. Thank you for being part of our service family! -*****Review fromKirk B.
Date: 11/05/2022
1 starKirk B.
Date: 11/05/2022
I have been a happy and loyal customer for over ********************************************************************* their business model is their annual ritual of doubling or tripling my monthly fee without notice and wait for me to fight to get a reasonable rate. Every year. year after year. No more. I will find a company that appreciates my business. So my $80/mo went to $153/mo. They wont honor the 80 even when they will take new customers on a 2 year contract at $25/mo. "best" they can do is $110. I am done feeling like a hostage. I looked around and everywhere I see I can get better speeds for about $40/mo with no contract. Be wary of Astound, they dont play fair, and bet you will just roll over like I did for 20 years.Astound Broadband powered by Wave
Date: 11/08/2022
Thanks for rating and offering your feedback on Astound Broadband powered by Wave. I am sorry to hear that you may be considering leaving our service family. One of our goals is to provide a variety of affordable packages. We'd be happy to take a look and see what right package may work for your budget. Please email me at ********************************* with your account info, referring to this review, or contact us on our social media via ******** or ******* too for assistance. Thank you for being our valued customer! -*****Review fromBob B
Date: 10/31/2022
1 starBob B
Date: 10/31/2022
Wave/Astound whatever you call yourself is the biggest joke in cable there is. You cut ******'s at your discretion with no warning or a reason why. I have been a customer for over 7 years. Your equipment is the lowest grade there is. Their prices are overrated for what you get. The overall quality that you get as a customer can not be graded on a five star review. I would give this company a star rating of less than one star. You changed the name, but nothing has really changed. It's still the same BS.Astound Broadband powered by Wave
Date: 11/01/2022
Thank you for taking the time to give Astound Broadband powered by Wave a rating and we're sorry to see that you're unhappy with our service. We would be happy to determine if there is any direct action we can take to resolve your concerns. Feel free to email us at ********************************* with your account information, referring to this review. Or contact us on our social media via ******** or ******* too for assistance. Thank you for being part of our service family! -*****Review fromEvelyn G
Date: 10/27/2022
1 starEvelyn G
Date: 10/27/2022
I have been a long time customer of **********************, which the billing now comes by the name of Astound Broadband powered by Wave. Bill payments are mailed to ********, **. All these years I have made my payments on time. This time I made my payment on time, but was short by 12 dollars . I set the payment up by my bank as usual, but the bill came after I set the payment up so that's why it was short. I called asked about the difference and then sent in another check for the difference. They charged me a late fee of $15.00.Astound Broadband powered by Wave
Date: 11/01/2022
Thank you for taking the time to give Astound Broadband powered by Wave a rating. We're sorry to hear you may have unresolved billing concerns. We know our customers depend on having a reliable service and we also want to make sure we're always providing good customer support. Let's see what we can do to get all this resolved for you. Feel free to email us at ********************************* with your account information, referring to this review. Or contact us on our social media via ******** or ******* too for assistance. Thank you for being part of our service family! -*****Review fromRenee D
Date: 10/25/2022
1 starRenee D
Date: 10/25/2022
I signed up for internet service with this company a week ago.. I received my first bill and it was quite a surprise. I was overcharged for the modem, got a lower speed than I asked for and they charged an instillation fee that was supposed to be waived. When I called they told me I could upgrade to the higher speed, the speed I was supposed to get in the first place, but now I had to pay more since I was not a new customer. As an alternative I was told I could disconnect my service and wait 90 days to get the new customer pricing that were supposed to be included.No manager or supervisor would talk to me. This company only cares about getting customers signed up for service. Its really unfortunate that such a big company treats customers like this. I would have liked to resolved this issue with the Company, but no one in management or supervisory position had to common courtesy to speak to me, the customer.Astound Broadband powered by Wave
Date: 10/26/2022
Thank you for rating Astound Broadband. I'm disappointed to see we only earned one star. In addition to providing your review for our Wave division which is serviced in CA, OR, & WA state. I believe you may have intended your review for Grande located in TX. I was able to locate your account details and verified you reached out to us through social media. We have confirmation that your requested internet speed was upgraded, the original quoted price was honored, and the installation fee waived. If you have an added grievance, need additional clarification, or have other concerns, kindly reach back to our customer service at your convenience. For 24/7 assistance please call ************** Live chat from our website, or direct message us on our social media via ******** or ******** Thank you for being part of our service family! -*****Review fromKay L
Date: 10/20/2022
1 starKay L
Date: 10/20/2022
Our cable box is paid in the dues we pay at ************, this company wave astound or what ever other name you would like to call it has been ripping me off, charging me for a cable box since at least 2017/18 still looking for my other ********. I am learning very fast that you can no longer believe a business is honest. They tell me I should of been looking at my bill (maybe so) I will be reporting to Post Master as this company has and is being fraudulent by sending a bill or at least part of a bill I do not owe. As well will be contacting my attorney. This company is bad news...Astound Broadband powered by Wave
Date: 10/24/2022
Thank you for sharing your recent experience with Astound powered by Wave. I understand you have some billing concerns, I would have been glad to check into this for you to hopefully find a quick resolution. However, as you have elected to follow the complaint process through regulatory or legal means outside a standard review process, I would have to defer to awaiting our direct response to your complaint through those sources accordingly. -*****Astound Broadband powered by Wave
Date: 10/24/2022
Thank you for sharing your recent experience with Astound powered by Wave. I understand you have some billing concerns, I would have been glad to check into this for you to hopefully find a quick resolution. However, as you have elected to follow the complaint process through regulatory or legal means outside a standard review process, I would have to defer to awaiting our direct response to your complaint through those sources accordingly. -*****
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