Wave Broadband Logo
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90 User Reviews

3.0

Overall Score

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LAST UPDATED: August 14th, 2022

Wave has been striving to be the best internet service provider since 2003. 

As a company, Wave believes that to be the best is to have the greatest and most reliable customer service. 

With Wave, customers can expect download speeds up to 250 Mbps, no contracts, and 24/7 technical support.

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Wave’s 455,000 local (Washington, Oregon, and California) customers enjoy this outstanding customer service. 

Wave executives put an emphasis on satisfactory customer service because of the positive cycle happy customers create. 

If the customer is happy, the employees are more productive, which will make Wave more successful. Wave offers five internet packages at affordable prices and bundling options.

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The Good

  • 24/7 Technical Support
  • Affordable Prices
  • Bundle Packages

24/7 Technical Support

One of Wave Broadband's main goals is to provide the best customer service possible. Because of this, the company offers around-the-clock technical support. Additionally, Wave Broadband does not require its customers to sign into any contracts and offers a 30-day money back guarantee. This guarantee and support is a great convenience to customers.

Affordable Prices

Wave Broadband's services are reasonably low priced. Because the company offers five different packages, customers have the opportunity to select a plan that meets their budget. Package pricing is as follows:

  • High Speed 5: $29.99 per month
  • High Speed 55: $39.95 per month
  • High Speed 100: $44.95 per month
  • High Speed 250: $54.95 per month
  • Power User: $69.95 per month

Bundle Packages

Wave Broadband allows its customers to bundle internet plans with phone, and TV services, resulting in discounts and one easy-to-handle monthly bill.

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The Bad

  • Limited Service Area
  • Relatively Slow Speeds
  • Data Limits

Limited Service Area

Wave Broadband's service area is limited to a few states on the west coast. Although being a local provider does have its own advantages, it also limits the number of consumers who have access to the company's services.

Relatively Slow Speeds

Wave Broadband's download and upload speeds are relatively slow, especially compared to those of other companies in the industry. In fact, a few of Wave Broadband's competitors offer speeds four times faster than Wave's top speed. Speeds for each Wave Broadband internet package are as follows:

  • High Speed 5 — 5 Mbps (download), 1 Mbps (upload)
  • High Speed 55 — 55 Mbps, 5 Mbps
  • High Speed 100 — 100 Mbps, 5 Mbps
  • High Speed 250 — 250 Mbps, 10 Mbps
  • Power User 110 — 110 Mbps, 10 Mbps

Data Limits

Unfortunately, Wave Broadband has set data caps on each of its internet plans. If a customer goes over their monthly data limit, they will incur a fee on their bill-$5 for each additional 25 GB used for the remainder of the month. Data limits for each Wave Broadband package are as follows:

  • High Speed 5 — 100 GB per month
  • High Speed 55 — 400 GB per month
  • High speed 100 — 400 GB per month
  • High Speed 250 — 500 GB per month
  • Power User — 1 TB per month
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The Bottom Line

Wave Broadband offers its customers affordable prices, bundle packages, and 24/7 technical support. However, the company has set data caps and its speeds are relatively slow. Additionally, Wave Broadband only operates in three states. If you live on the west coast and are looking for a cost-effective internet plan and high-quality customer service, Wave Broadband may be a good option for you. However, if you need quick speeds or use a significant amount of data, you may want to consider other providers.

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Star Rating

1.5

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90 Reviews

Review Breakdown

5 grade

8%

4 grade

2%

3 grade

3%

2 grade

7%

1 grade

80%

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Quality

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Sharon Willard Bellevue, WA

THE WORST PROVIDER of any service on the planet!!! I have had 2 separate experiences with Wave Broadband. Changing the name to Astound will NOT change anything!!!!! The service works less than 50% of the time. All customer service and tech support is essentially non-existent (even to cancel service when you move) since you have to spend 2-3 HOURS (let me say that again... HOURS) on hold just to talk to anyone; and they have no call-back system, so you literally have to wait on hold for HOURS!!! When you finally do get through (if you haven’t died first), the first response is, "you must have done something wrong." If there was any way to give a negative rating, I would give this company a billion negative ratings!!! Absolutely THE worst company I have ever dealt with in ANY industry EVER... I'm 75 years old!!!!!!! If you have a choice, ANY company would be better... even Comcast, and they are not good. If you consider living in a community that requires you to use Astound, go live somewhere else. The aggravation is NOT worth it!!!!!!

2 days ago

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Debbie Sommer South San Francisco, CA

I don't think any internet service or cable providers are without their issues. Wave/Astound does well, has good speed and responds to issues in a timely manner. At times they have long hold times when phoning in issues, but otherwise I'm satisfied with their service.

1 month ago

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buggy crazy Clatskanie, OR

I have been on CASCADE for 4 years, local company and wonderful service for the most part. But they were acquired first by WAVE then by ASTOUND. Fortunately the same people work int he local office and have continued to be great. But I expect really bad things to come form the reviews of ASTOUND and my continuing really bad and horrible experiences with all the other internet and cell phone "service" providers.

1 month ago

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Garth Kline Eugene, OR

Wave is terrible. They don't give the promise speeds and every few months the hardware stops working and goes down every day. They send a tech to replace the parts, it works for a few weeks, then starts going down again. Stay clear.

2 weeks ago

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Sarah A. Portland, OR

Wave/Astound is the absolute, hands down, worst service of ANY kind I have ever had. I am not a complainer, but I am truly flabergasted at the ASTOUNDING lack of customer service with this company. My most recent email/call into them was May 27th; today is June 15th and I still haven't heard from them. That is TYPICAL of my experience with them ever since I signed up in December. In the most recent round of attempts to get wifi that allows for 5 computers to do video sessions at once, I found that they upsold me an "Enterprise" account rather than a "Business" account (and that Enterprise accounts are usually reserved for the likes of hospitals). I have 5 therapists in 1000 square feet. By no stretch of the imagination are we an enterprise. Guess what? The only other group they sold an Enterprise plan to in our building is the other woman-owned business. And then it takes at least a month for them to answer any problems with their wifi. No number of calls or emails speeds up their response time. So, basically, I was sold a hospital-level plan without hospital-level support. And I'm paying big bucks for it (triple what I pay for internet in my other business location).

2 months ago

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praystation South San Francisco, CA

Garbage internet service provider. Avoid like plague. Ping is EVERYWHERE. Why doesn't this ISP strive to be a better ISP? I felt like I am living in some backwater third world country when using their internet.

4 weeks ago

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Steven S South San Francisco, CA

I have used Wave Broadband, previously Astound and RCN, for 20 years. Their customer service is top notch and responsive for the entire duration. I'm amazed that their customer service hold up well through 2 merger transitions. I've gone through equipment issues and service issues but their technicians are at the door right away, on time and they never failed to show up. My home was recently upgraded to all digital equipment. They have a lot of options for TV package and HD channels. They provided a Tivo DVR for 4 channel simultaneous recording and a Tivo Mini extension unit for my other room access. All my other rooms have HD equipment. I value their trustworthiness, reliability, time savings and dependability for my need.

1 year ago

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Kate K Silverton, OR

Great service out here in the sticks in Grand Ronde/Sheridan, Oregon. Same day service - really nice guy (Mark), he would have come right out, but I had to ask for the next morning. And that worked for him too. He was right on time. Took about 20 min total to wire under & around my RV; get it all setup inside; and get me educated (I'm a not-too-savvy senior). Whew!! He left and suddenly nothing worked! I called their tech line and got a real person in under 5 min in the middle of the day. It took one switching over and one unplugging to correct it. (My guess is that it was the account being entered somewhere.) Bottom line: Good rates, great service, nice folks, and my whole day wasn't wasted in waiting!! What more could I ask for? Thanks!!

6 years ago

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ann marie weston Saint James, MO

Wave is .....awful. The only reason I am still with them or shall I say stuck w/ them is because to get Centurylink I have to pay a 300 hundred installation fee which I am getting willing to pay as I wait and wait for a music vidio to play or a hulu show to play I feel rather ripped off You suck Wave!

4 months ago

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Paul Zenk Rocklin, CA

I was in the River Fire in Colfax California over a 100 homes burned. Within one week they had my service up and going. We had burned poles, snapped poles but yet they pulled it off in a very timely fashion. I am also very very happy with there service. They are consistently UP and working. Thanks Wave for excellent service.

11 months ago

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WCG Woodland, CA

Two minor issues with WAVE Broadband services in over ten years as a customer. The problems I did experience were fixed quickly and professionally in short amount of time. Had, at one time, switched to ATT services few years back because of a big promotion ATT was having. Big mistake. Lots of problems and not much help when troubleshooting. Went back to WAVE and have been happy ever since.

1 year ago

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Pete Souza Redwood City, CA

Liar liar pants on fire! You do NOT get the speeds promised. I recently got the "Gig Internet" fiber-optic package. To begin with, they only promise 940Mbps (not 1024Mbps... true Gig speed) "if" you are directly connected to the router with a Cat5 cable... and even at that, the best speed that their Technician was able to get on his own company laptop connected via Cat5 was 440Mbps. WiFi is anywhere from 35Mbps to 140Mbps... far shy of the 400 to 500Mbps they said to expect for WiFi speeds. FYI, I'm using their "superior" WiFi router, so no excuses for their failure. I'm in a 5 year old building, with state-of-the-art connections, including fiber-optics, in a major city (San Francisco, CA). Someone needs to start a class-action legal suit against Astound/Wave, for this farce.

6 months ago

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Jay Varner

If you need a healthy dose of frustration, try calling Wave customer support with an issue that can't be resolved with an automated reset of your modem. Once you go through that irritation, you get to navigate the barriers they put up to actually speak with a person (1/2 hour). Oh, that person can't help so you have to open a ticket. In order to follow up on that ticket, you once again have to push through the automated system to connect to another person who also can't help you. For two days I've been unable to work because they altered my IP address, which is white-listed on servers in multiple states. Total frustration...

9 months ago

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John Goodyear Salem, OR

WAVE Broadband provides great service once they are connected. Getting them connected is another thing altogether. We have had contracts with start dates they have missed by months. We've come to just expect it now. Our latest event involves a building move. Our partner changed location, 1 block away, in November of 2018. I requested the move when I found out about it in October of 2018. It is now April of 2019, over 6 months later, and no action has happened toward this service move. WAVE seems to simply not care. Meanwhile we are stuck paying for service to an empty building.

3 years ago

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Razzler Bedazzler San Francisco, CA

There internet speed i have is high speed 100 and its very reliable. Very satisfied with the service and will probably update it to power user in the forseeable future. Wave is better than its competitors.

6 years ago

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Teresa P Aurora, OR

In 2016, I contacted WAVE to discontinue our landline phone which was no longer needed but continue with our internet service. At the time and repeatedly over the years, I was advised by WAVE customer service representatives not to discontinue my landline phone for internet only. I was told if I opted for internet only, I would actually end up paying more per month than my current bill which was bundled as an unlimited phone, internet plan. This month, for the first time ever, I received an extra $55 fee on bill in the One-Time charges sections, with the date March 2 to April 1 2021, description-Data Usage. When I looked further at my account online, I could only see the past 3 months of data usage, nothing more. Prior to this, I could look back more than 3 months to see our data usage over a longer period of time. When I contacted customer service about the extra $55 fee, I was told that our internet data usage had gone over it’s allotment and I did NOT have an unlimited plan. I questioned this, shared what I’d been told repeatedly over the years, that I had the best option available for unlimited data by sticking with the bundled plan we’d had for years. Customer service stated they have no knowledge, record of me having an unlimited plan but did note I’d been a customer for 11+ years. They stated that they had no record of my usage other than the past 3 months, they had no record of me ever having an unlimited plan. I also want to add that the data usage graphs that had routinely been available to view, with more than the most recent 3 months were not printable. In hindsight, I obviously should have taken screenshots of them, as they were only record of usage. Until now, I’d been mostly pleased with WAVE but after today, with zero notification of capping ‘unlimited’ internet plans, actually being told I did not have an unlimited data plan, that there’s no information of me ever having such a plan & my bill increasing $55 I’ve lost faith in WAVE, their customer service. I was told by the customer service representative that he could drop the one time $55 data usage fee if I agreed to continue my current plan with an additional $20 monthly charge, raising my monthly fee to $167. Implementing data caps without informing customers, telling a customer they never had an unlimited plan & there’s no record of your past data usage, is NOT operating a business in good faith, it’s more of a shell game.

1 year ago

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Renee Adams Stanwood, WA

Horrible customer service, Consistently, the wait times are very long. Today, was another example of how little the company cares. I was on auto payment, until my debit card had a security breach. Someone was charging on it, even though I had the card in my possession. So, Wells Fargo sent me a new card, and took off the charges that were made. I went to update Wave, but they make it take HOURS! After, waiting on hold twice, there goes 90 minutes. I went to go on line, but unless you accept the agreement of not holding Wave financially responsible, if your account is hacked. That is right, if someone charges on your account, you pay for it. I Will NEVER sign up for that! I finally get hold of a real person, but she can’t take the credit card information over the phone. She sends a secure email, and it sends me right back to the sight that I was on. I won’t agree to their terms! Now, I have to wait for someone to call me. I have 3 hours into this, and nothing resolved. WAVE does not CARE.

1 year ago

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Jim Holliday Rocklin, CA

I was connected to Wave broadband, it seemed to work. The VOIP phone had a dial and the computers connected to the internet. The tech left, and then I got on a business call. Within minutes the other party said they could not hear me. After 3 attempts with the same issue, I called it a day. That night, netflix would pause to catch up regularly. The next morning, same thing on the VOIP phone. Called to cancel service, automated system said it would be a 45 minute wait, waited till the afternoon, system said 32 minute wait. Next morning I called, system said 20 minute wait, so I stayed on hold for 38 minutes, with horrible music and NO answer. Had to drive to their office to cancel. And now they want me to pay a connection fee. Avoid this company, they are pathetic in service and quality. Hopefully they go out of business and we get a respectable provider in the area.

1 year ago

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S Weber Depoe Bay, OR

Service outages are frequent occurrences and there’s never a notification or explanation. Customers like myself are expected to call WAVE with questions and issues, but customarily are placed “on hold” for more than an hour before being inexplicably disconnected. Customer Service is elusive (or nonexistent), service is unreliable, and billed costs for poor service will climb and climb.

1 year ago

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Leah Gangl Portland, OR

After receiving a flyer at my new apartment and checking their internet site for costs I call up and they give me a complete bait and switch. The promotions they're applying are not available in my area even though the website says it does cover me and instead it's OVER DOUBLE the cost and they can't give me a reason why AND twist their arm I guess we could give you a first free month and free installation WHICH IS EXACTLY WHAT THEY ADVERTISED on the mailed flyer you sent me! So why in the world do I have to ask repeatedly for you to honor that?!? So complete bait and switch, horrible customer service, don't bother.

1 year ago

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T Camano, WA

Horrible. Sometimes there service works fine on its own. Only pro. Customer service is non existent and they will send you a shipping envelope complete with address to return the modem if you complain. Completely anonymous of course. The only way to get clear help from them is to pay 45 dollars to have someone come out to the house. I cannot communicate with there secretaries any longer they are scum. They take advantage of people who dont have any choice but to utilize there services and the more I have to put up with them the more Ive made it my personal responsibility to make the world aware how corrupt they are.

1 year ago

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The Lord is alive Granite Bay, CA

We are pleasantly surprised by the professional and friendly service provided by Zach W. He did everything quickly and was able to resolve the problem.

1 year ago

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Alana Hawkins Seattle, WA

Incredibly unhappy with Wave. I heard nothing but positive reviews about them and was happy to move into a building that has Wave as an option. After 2 weeks with the service, it has been a huge headache. It started with only getting 1/10th of the internet speed I was supposed to be getting and have been paying for, resulting in a technician to come out. While the speed was improved, within hours, I lost all internet connection and a technician could not come back out until 12-4pm the following day. Myself and my boyfriend lost nearly an entire day of work with no other options. Another tech came, did not even come into the apartment, and did something (who knows, he couldn't explain it) and again within hours, the internet dropped again. I have been on 25-40min wait times every time to speak with someone and have received disrespectful and unhelpful service, a lack of timely resolution for an on-going problem, a non-existent system to expedite the same ongoing problem, blame shifting to my brand new equipment that worked great until Wave's tech came out the first time, and an abrupt conversation end when their representative decided he no longer wanted to discuss the problem. I still do not have internet and we both are losing another day of work. If I want to receive my credit for loss of service and, who knows if I'd be credited for the lack of internet speed I'd been paying for, I have to call back again and wait on hold for another 25-40mins. My last call was today, May 22, 2020 at 10:02am PST with nearly 30 minutes of wait time. This call was by far the worst representative. We will be cancelling.

2 years ago

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Tom

We have had this company for numerous years and over the past 3 years the quality of service has significantly degraded. Lost of internet connection is experienced daily. Over 15 trouble call visits over the past two years with no improvement. We have had service persons tell us the infrastructure in Conifer Park area is degraded and old. Even have them tell us we should look into a dish. That says a lot to me about the company's serious about offering a quality product as well as the failure to offer little to any compensation concerning lost service. There are no other cable/internet services in our area and we spend ~250.00/mo, for 25.00 service of quality product.

2 years ago

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Fred Hymans Sacramento, CA

I have no respect or nice things to say about Wave. Being a 49ers Fan, I had a Super Bowl party planned for yesterday. Not huge--maybe 12-14 people. Not all could arrive by game time, so I planned to record the game (I would have anyway) and watch when the time was right. Keep in mind I am on my 3rd THIRD DVR from these jokers in as many months. (I have had to replace the DVR 3 times in 3 months.) We've had the current one is for than a month. It has been working fine. Then on Saturday morning (Feb. 1, 2020) I go to program it to record the Super Bowl. It doesn't work! Messages says "... call the tech support number..." So I did and got the coolest nicest CSR I've ever talked to. I was in a great mood because I had a feeling he would fix it. He tried for 30 minutes, resetting and restarting the DVR, but no luck :-( But at the onset of the call I had told him I'm a football nut and had people coming for the game. So without saying anything, he later told me he had taken the initiative to set an appointment to have a technician come to my house Sunday morning between 8am and Noon. He said those appointments were going fast and he didn't want me to miss out. He made a bid deal about it. So when he told me that, even though he couldn't fix the problem, I felt taken care of. He took my cell number We ended the call on a positive note and I went on with my day. Sunday morning comes. We are getting the house ready, making snacks, all the usual stuff. 8am, 9am... Noon. No tech. So I called the service number and the robot says "Welcome back Fred, we see you have an appointment set for a tech. visit for Monday, Feb. 3rd between 10am and Noon." WHAT? NO! I waited and spoke with "Sharon" who thanked me for my "10 years of loyal business" and went on to say she understood my frustration etc.--all the platitudes they are scripted to say. But that "there's nothing we can do. We have no appointments available for the entire day." I begged her. "Isn't there some way to add my address to one of your service tech.'s schedule", etc. NOPE. No way. They are booked all the way until 7pm. I told her I didn't believe her. I did not get angry with her. I repeated that I knew she didn't cause the problem. She kept telling me there was nothing they could do. (other than provide CRAPPY SERVICE to their captive customers because Wave has a monopoly in our town just like Comcast has over most of the country.) End of story? NOPE. The tech. arrived at our house this morning sometime between 10 and noon. He fixed the DVR by resetting something--he told my wife the phone tech. could have fixed the problem. He said this problem has been common since Wave was purchased by TPG or someone. He also said he worked yesterday, Super Bowl Sunday, and was happy because he ran out of service calls by around Noon! He said he would have continued working if there were any other calls. He called his buddies who were also working for Wave on Sunday and they had also run out of service calls to make and were either already home or finishing up. So as I suspected, "Sharon" either lied to me or is working for a slimy monopolist who cares more for their bottom line than their customers. I am fully aware these are "first world problems" and there are many many bigger problems out there than me getting to watch a game multiple times (that my team lost anyway.) That is not the point here. Wave brags about how great they are. Here's their promise on their website: "Our customer pledge is simple. At Wave, when we say we’re here for you, we mean it. We’ve made a pledge to our customers to put them first in everything we do. We are dedicated to going the extra mile and we’ll resolve your issue with a smile. This is how we ensure our customers have a great experience — every time. Reliability and responsiveness from a local, West Coast-based company." NOT TRUE. They clearly either can't manage their company or they are just another money grabbing monopolist like their big brother Comcast. **What is very clear is they do not put their customer first.** If there was a practical and legal way to go around these thieves (most consider AT&T's DSL system to be worse than Wave cable) and watch live sports I would do it. But we are stuck with a 2-bit, greedy corporation list Wave/TPG holding its customer hostage.

2 years ago

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Tim Woodland, CA

Wave internet is a joke I pay for the top internet around $100 a month and I get issues constantly from slow speeds to it stop working completely randomly for several hours. You share speed with everyone in your area so at peak times your speeds are even worse! If I could I would cancel immediately but they are the only company that provides internet in my area. It’s as frustrating as the pg&e monopoly in California I wish at&t or xfinity were available, if you have those options choose them, the cost is relative and you will have far better service! Wave your a joke of a company who uses old, refurbished equipment that is prone to need replacement and the only reason you get business is when your the only available provider.

2 years ago

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Th Grapeview, WA

I finally have had enough and dropped all my service with Wave. I had some equipment I needed to return but they closed the cable store by my house. The nearest store was an hour and a half drive for me. All I had was a cable card and they charge me $100 for a piece of equipment you can buy for $10 anywhere. In any event I finally returned it they took the hundred dollars off my bill but continued to charge me for cable service I no longer wanted or had. I did not pay it but knowing these idiots they will probably send me to collections and I’m not gonna deal with that. I like others have called them a few times and yes you have to wait for well over an hour to talk with anyone. I guess they figure my time is not valuable.

2 years ago

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Kaitlynn Silverdale, WA

If I could give negative stars, this service would have -10. They were more than a month late, uncommunicative, and extremely unhelpful. To explain: I recently moved to silverdale, and ordered wave via my phone. The order went through fine, I was given a date, and told that 24-48 hours after the email I should get a phone call confirming when the technician would come by. I got no call. On the date they told me the tech was coming, I called in to make sure they weren't running late. Wave couldn't find me in their system even though I had the order number, and said it hadn't been "processed" yet. They said they'd give me a call when it had been. Since I had already waited a week for internet, I told them not to bother and that i would find another service. More than a MONTH after the date they gave me, a technician showed up, unannounced, at my door, saying he was from wave. By that point I had given up on the service completely and moved to CenturyLink, who got me internet four days after I called them, for a much better price. This company sucks.

2 years ago

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West Sac West Sacramento, CA

Worst cable and internet company. Since they have implemented a new billing system, their entire customer service (including technical support) over haul is a joke. Trying to get in touch with customer support and getting to chat with a live person takes an hour. I am currently on hold for technical support going on over an hour. We opted to cut cable service with them but have to keep internet. Unfortunately they are the only provider in our area, otherwise I would have dropped them completely. If you have an option for other companies even with being on a contract, you should consider it. Run far away from Wave Broadband.

2 years ago

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Sharron Steilacoom, WA

I have been a wave customer for 22 years. In the past 5 years, their customer service is deplorable. It is inconceivable to me the level of disrespect they show customers with well over 1 hour at 15 minutes on hold to get a monthly increasing bill straightened out. Now I learn that they are closing the local "walk in " office. So now you can't even try to work it out person to person. Which doesn't matter, I guess, because the kind people in the office can't do much to change your bill. We are looking in to alternate services in our area, now that we have moved. Here is a laugh........as I am writing this, i heard an ad on TV advertising great customer service from Wave. Abominable Service and Rude. Rude, telephone people.

2 years ago

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raynolds cardoza West Sacramento, CA

If you can go with other company, other options do it. They offer plans and them you end up paying way more of what they promise. Even if you ask for a good offer and willing to pay you will not receive the speed you wanted. I cancel my service and due to them I was not able to cancel my service because I was not able to reach customer support for 4 days they still told me that they wasnt able to cancel the service with a backdate when there was not any activity on the service. So, they still charge me for 4 days I didnt use the internet because the phone call was not going thru. So their fault and I have to pay for it.

2 years ago

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W.sac. West Sacramento, CA

I live in west sacramento. My modem when out, got a new one, waited on the phone for an hour and a half just to get a rep, wave can't activate modem on their end, schedule a tech to come out. 8am-8pm, stayed home all day, tech did not come out, called and the system said my ticket was completed. Went to office to complain, they had no idea how to contact the tech and told me to wait. Wave asked if i want to make another schedule. Wtf!!! Wave have the dumbest employees and management ever. I would avoid wave at all cost unfortunately, i have att and wave as the only choices. I hope wave broadband goes under as a company.

2 years ago

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McQueen Rocklin, CA

Was a customer for 5 years. Good service until past few months. Now the service is so bad that I cut off all the cable and looking for WiFi alternatives. Customer Service is beyond poor. I have attempted chat, telephone and visited office twice. I was disconnect and hung up on with both phone and chat. This is after waiting on hold for more than an hour. Office visit only told me they wanted to charge more money. I discontinued all cable and have subsequently subscribed to to streaming services. I did sign up for the giga byte WiFi from wave. After running the speed test I was only getting 18-30% of a gig. They sent a rep out. He said it was due to using wireless. This is crazy. If I hard wired the computer, I got 64%. None of this is acceptable. He reran the test (hard wired) a dozen times until he got 79% of a gig speed. He called it good and said he was reporting my service at 80%. I returned back to wireless and I cannot get better than 181 mbps right now. He said they are not false advertising because wave says “up to” a gigabyte speed. Ridiculous that I am getting 18% of a gig and paying for a gig. Disgusted with this company. Additionally, when I cut the the cable off and signed up for the gigabyte WiFi; the customer service agent said there was no way for her to provide me any receipt of our agreement for the WiFi I just signed up for. I am supposed to use an honor system with this company! Extraordinary how poor business this is.

2 years ago

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Unhappy Customer Coupeville, WA

Currently on hold for customer service...one hour and counting. Last time also was over an hour. Chat option basically says "if you're getting this during normal hours (I am) too bad try later - then literally "thanks for understanding!" (I don't) My bill nearly doubled with no explanation after 2.5 years. My internet crashes several times a month, and they always suggest it's my modem/router (it isn't - tech has been out 4 times now and it's always something external). Then they try to sell you a monthly service plan, because evidently one has to pay extra if you expect them to support their own product. If a tech actually needs to come out, expect to wait at least a week. Service has gotten markedly worse in the last year or so - they got bought out recently so one can assume that has something to do with it. To be clear, if and when you actually reach a customer service rep, they are generally friendly and as helpful as they can be. This is clearly a structural problem. Pro tip for whoever is running this company - whatever changes you've implemented within the last year, undo them. All. In fact, do the opposite of whatever it is you're doing.

2 years ago

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SGRAGG Aurora, OR

Today I called wave before I left for work around 8:45 am to request that someone come out and replace our modem. I called seven times and was disconnected the first six times after being placed on hold for anywhere between 5 and 26 minutes. I made my seventh call at 10:50 and finally after being on hold for 1 hours and 26 minutes a human picked up and helped me schedule service. Total call time for my seventh call was 1:31:44. My total time today on hold for wave or trying to call back was 3 hours and fifteen minutes. So now, after having to take a half day off of work (hey Wave most of us don't have infinite paid vacation) I am wasting my time writing this review in the hope that someone in the management team at Wave will read this realize that you absolutely and hire more employees for your call centers. What do you think it does to your employee morale when every call they pick up is from someone who has been on hold for hours and has had their call dropped multiple times. Those calls aren't pleasant, and you have really nice people in your call centers, at least for now. Also not good for customer loyalty. I'm a four year customer. My bill approaches $300 each month. Step it up. Please. I don't want to leave because, in my experience, the actually cable and internet service is excellent...but your inability to handle your customer service demand in a timely, respectable manner is making it impossible for all of us to not contemplate looking elsewhere.

2 years ago

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curtis Seattle, WA

I've been a Wave customer for about 2 years. Wave has a new billing service. When I went on line to pay my bill, as usual, it said I now needed a PIN, and I could find that"on they first page of my bill". I do not get paper bills. I opened my online bill, and I can't log in to see it without the PIN (I don't know who the idiot is thought this was a good idea, but but this is ridiculous). The login page says to call customer service if you don't have your bill, for the PIN. So I have been trying to call Wave for THREE WEEKS now. Every single time it's a message that says "your wait time could exceed 20 minutes". The longest I have lasted on hold was ONE HOUR. I have sent 2 emails using their feedback form - no response. On line chat is never available. I've tried their pay by phone option, and it doesn't work. Halfway through entering your card info, it either hangs up, or sends you back to the endless hold. They send emails, telling me I need to pay my bill - NO KIDDING - but of course the email is "no reply" and directs me to the same endless hold number. This is absolutely ridiculous. What kind of company has such terrible customer service?.

2 years ago

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Ed Evans Boring, OR

Loss my phone service w/o warning. Sandy office could not tell my way, just," we have a new system" waited 5 days for a tech, he installed a new modem/router, now my wireless printer doesn't work. Oh, and I have to re-register as a customer with my new billing number. The office cant tell me what that number is..??? I'm about to drop them after 10years of service.

2 years ago

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Joe West Sacramento, CA

Internet quit working, I called in for help. Spent a long time on the phone trying to get assistance. In the end I had to schedule a tech visit which only comes in an all day appointment 8-8 pm. I took the day off and waited for the tech. The tech was no call no show. Went into office the following day, once again they told me that the tech would be at my home to repair. It was a all day appointment again I missed work again. The tech never showed up. I can keep goin on.... I still don’t have my issues resolved. The call center called me and told me the tech would be here tomorrow and so on and on. This company is horrible, surprised they stay in busses. Unfortunately they are the only provider in my area (West Sacramento,CA)

2 years ago

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tracy West Sacramento, CA

The worst company in USA as far as internet company. NO communication from the call center to the local store. I have been waiting for my installation and got cancelled twice without notification. First I wasted last saturday and today I took half day from work just to waited infront of my porch and inside my house but no one came, and when I called they all said someone will call and come to install the internet. No one come, Wave Broadband, you don't deserve anyone business. I have no idea how do they stay in this business. The supervisor also have no clue why their disptaching/work order system is not working. They just upgraded their billing systems last week, they need to upgrade their customer service, and their change management systems. so far this is the worst company.

3 years ago

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Rohit Seattle, WA

Worst broadband service ever, don’t get tricked by their offers, they just know one thing, how to cheat their customers, I had experience with many ISPs but this us worst. First they will charge you a month in advance, that means, you have to pay for the service you are going to use. And if you late on the payment for the service you are going to use, they’ll charge you 12$. Worst of all, there was a service outage and I didn’t get any information, when I called in to report, then I came to know. After that drama turns a little bitter, when I called again after the eta given to resolved the issue, they told me there is something wrong with my unit and will not be fixed until next three days. And the worst thing is there customer service doesn’t have any manners to speak with customers, neither they have any technical skills. If yelp allows to put zero star, I would have done that.

3 years ago

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Andrew Silverdale, WA

I started out with a special rate of 65$/month for their second best internet package. Then randomly one month I get charged 150 dollars. After a 2 hr phone call they apologize, tell me the best they can do is 100$/month but they'll give me a credit to cover the extra 50. Next month same thing. On top of this I have experienced multiple outages with their internet. some days I have to reboot the modem 4 or 5 times just to do anything. one time they linked my modem to someone else's account. I had to pay 250 for a trouble call that was scheduled for 2 weeks later and the whole time, no internet. I'm currently dealing with an internet outage right now. They have no information on their website. Instead you must wait on hold for hours only to be given limited details. The outage map on their website doesn't work. The only reason I have them is because my apartment complex has a deal with them so they can do whatever they want. The only positive thing is I have only ever talked to friendly customer service reps. Not worth it. If you have a choice don't waste your money.

3 years ago

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Anonymous Customer Poulsbo, WA

The best part about Wave is the customer service. The people are generally pretty nice and patient. But of course that's offset by how absolutely terrible their internet service actually is. The classic Wave internet experience goes something along the lines of having 'decent' connection speeds for about 1/3rd of the day if you're lucky. The rest of the time is spent with dreadful slowdown spikes that make even the most basic web browser tasks unbearable or the internet flat out just drops constantly which makes anything almost impossible. We've had our modem and router replaced a few times but nothing changed. If you need internet for anything beyond casually checking your email a few times a day; stay away.

3 years ago

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Missy Willis

Can't provide the service speeds you pay for. We pay for 250 mbs download and never get past 15 mbs. Have had techs out a few different times to find out the issue is at the road. They have still not fixed it and give us no credits for a service they cant provide that we pay for. Since they have a monopoly on service in this area we can't go anywhere else to get reliable service for the speeds we need. We have a top notch modem and router that we had professionally set by a specialist. It didn't matter if it's. hardwired or wireless we can't get more than 15 mbs at any time day or night. Tonight it's at .09 download speeds and it won't even register upload speeds.

4 years ago

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Brian Different

Wave broadband is absolutely the worst isp I have ever had. I've heard of people having bandwidth caps before but I've never experienced one myself until I've experienced Wave's. I personally believe it is an unethical practice that exploits customers who are already forced to pay for overpriced services from a monopoly driven cable market. If at all possible boycott wave broadband. I would if I could but as internet becomes more and more like a required utility, that I cant afford, I find myself forced to pay anyways. So last month I get a bill charging me $25. for internet +. So I email wave and they informed me it was my cap. Now this is extremely aggravating being my first ever charge for something like this and it was without warning, not even an email to warn that i was approaching my cap so that I could avoid the charge. Installation was not proper ether I experience outages when it rains. when online gaming, the speed has difficulty staying consistent which is to blame for a multitude of unnecessary gaming deaths. When I bring this up they want me to call technical support instead of relaying the information themselves and I barely have time for the email, while I work, to begin with. Will wave sell to Charter, please... I've never experienced this with; Charter, Comcast or USCable and hate the way they conduct business but compared to Wave broadband they are, well, better.

5 years ago

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Peak of the Apex Chinook, WA

so bad that i use mobile hotspot sometimes just to connect to the internet so i can watch a 4 second long youtube video. i have top notch routers and motems and internet boosters, but i still get 12mbps download speed on my pc. what weird is that i get 40 on one xbox, 50 on another, and basically 0 on my moms laptop. outages happen multiple times a day and it takes me 5 minutes to connect to the internet on my school computer

1 year ago

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Tan Rey Concord, CA

Wave doesn't provide adequate security for their email servers; hackers keep busting them. Several yrs ago Wave/Astound had to replace their email server, it was so badly screwed-up. They never admitted it though. If you have email accounts with them and keep receiving spam emails that pass through your filters, that may be a sign Wave's server is compromised again. Wave's customer svce is non-existent these days, don't even provide info where to complain.

2 years ago

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Mary Sandy, OR

been a customer with WAVE for 10+ years. I never will and never have referred them to anyone. I would give anything to have a provider that works and I get what I pay for. Lousy cable tv. constant and random issues. They do not seem to care. My bill goes higher and service gets worse. Internet is nothing to brag about as well. And phone? Yep, still have a landline and it works randomly as well. Paying rent on the same lousy cable box for 10 yrs now. Think they've been paid for 100x over by now. Really hate Wave.

2 years ago

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Raymond A Birch Portland, OR

Absolutely terrible service. I called to cancel and obtained a work order number and the assurance that I would get a 'final bill' in 5-7 days. It's now 3 months later and the bills keep coming. I've tried calling them and the wait is simply ridiculous. I'm attempted to go online to their 'chat service' only to see a pop up stating that they are busy with other clients and I need to try back later. How a company like this stays in business is beyond me!!

2 years ago

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Mr Franklin Seattle, WA

I’ve been a wave customer for 16 years. This used to be an outstanding company always easy to talk to and helpful. They have gone completely to hell in the last 2 years. Customer service has especially suffered, wait times from 20 min to an hour, dishonest agents... seriously. Consider any other option. I’ve reduced my service to internet only for streaming. It’s not very fast “high speed” internet but I don’t need much.

2 years ago

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Frank Port Orchard, WA

We have been a Wave Broadband customer for over 20 years and for the most part have been satisfied with their service - until they were bought out this summer. Since then they are unworthy of the lone star rating I'm giving them. First, they screwed up my email account; 2 months and hours on telephone to finally get fixed. Now our cable connection is honked up. 2 new boxes, 1 service call and new remotes have failed to fix. Still getting error codes galore. Today we're told the connection from back east is hosed. Are you kidding?

2 years ago