Astound Broadband Powered by Wave Morris St, La Conner

For weeks now my sister has tried to get my 99 year old grandmas phone number ported over after starting a new account with wave. She says she has been put on hold countless times for long periods and told by wave employees that she will recieve a call back about porting the number over and they never call back. My sister asked me to help, I was put on hold several times for long periods and ultimately told that tech support and management would get back to me in 1 to 2 days... We noticed wave has a D rating in better business bureau with terrible reviews noting long wait times and unresponsiveness. Please wave, have mercy on the 99 year old lady new customer that has had the same phone number for 50 years...she has 2 phone accounts now, her former phone carrier with her beloved phone number and this account with the new number she hates. This is not that hard a fix, it was a mistake made during connection. I have faith they can do it, but they aren't doing it.

Absolutely the worst customer service ever!! Called for a repair, specified exactly what it was. Was told it would be the next day between 8-10 am. Guy that came out looked, said he couldn’t fix and needed someone else. Asked when and he said tomorrow. Why was this guy even sent? He called back and said they would actually be out today. No one showed, no call, no text. Sooo still without ALL service. It is a very simple fix but they can’t take the time to do it apparently. If they weren’t the only option I certainly wouldn’t use them. Recently had a billing issue with them too. Luckily the staff in the LaConner office listened to me and corrected that. Steer clear if you have other options. And to add more. Not only did they not show up for the scheduled appt yesterday now they are saying it won’t be today but tomorrow. What’s the point in having appts with these people. Worst company I have ever dealt with. They don’t even try to make things right for their customers.

Price is a little steep, but internet is FAST(when it wants to work). They were having problems last year with connection, a few too many times, but the last 5 months, no problems. I'm impressed! I've also been late on payments before and they are so kind when it comes to being kind and understanding. But yeah, if we make it another month with no problems, I'll say 5 stars!

Wave was terrific to work with. To get their service we needed to have cable brought to the house from the pole and buried. Wave and their contractor did great job and now I have gigabit service at a house where previously I could only get low end DSL. Very nice. And the monthly cost is very reasonable compared with my 200Mbps Comcast service at our old house in West Seattle.

The Wave worker was prompt, knowledgeable, and got the job done right. We are very pleased. Our internet is working now and he explained what we need to know about our system. We moved here from a thousand miles away, and it was very important for us to be internet connected as quickly as possible. That happened. Just what we needed. Very satisfied.

No customer service, no understanding and communication whatsoever. They do not listen to your situation. They do not call you and give you updates. Wish I didn’t have to use them! Our cable wire fell in the road last week because of a storm and the fire department cut it. I called that day and reported it on my address and my neighbors did as well who are on the same cable line. I have been with wave cable 4 years and my neighbors have been with them for 14! The first phone call I made I was told that it will be fixed in 48 hours. Two days later the cable is still cut on the ground so I call again. I speak to a different person who says that the case was marked as closed and that the problem was fixed. I explained the cable was still on the ground and I was told to again give them 48 hours to fix it and that they are re opening the case, then I was abruptly hung up on. I then called right back and spoke to yet another person, I explained the situation all over again she said that she’s filing a report and gave me a ticket number this time and said to wait 72 hours this time. I’m on day 6 with no internet while working from home due to covid as well as my neighbors, I just called again to find out when it will be fixed and was told for the first time in a week and multiple phone calls that I need to set up an appointment and a technician cannot come out until the 26th. I then hung up and my boyfriend called to try to speak to someone that can do more than 2 weeks. I’m not sure if it’s because he’s male or if he got a lucky draw with who picked up the phone he was put on hold with someone who said it will be fixed by the end of the day and the line just disconnected. This is the worst experience I’ve ever had with any company in existence. Each representative had something different to say about the same situation and all had different wait times. Joke of a company.

Great customer service. Excellent value. Came out within a few days to do installation. Matt was very professional and my internet is faster than ever!

Wow where to begin. First we are stuck in our area with limited providers. Wave is terrible. When we changed to them I was promised a rate of 49.99 that was not promotional but permanent for at least 3 years. Then when they installed and had to bury the cables they damaged our sprinkler system which required a repair of $244. Which I tried numerous phone calls and a letter to a corporate office. Always being told someone would call me. Over a year later and I still have not had them reimburse us. Now they increased the rate to $99.99.

Had to cancel the service as I moved. On day of cacellation, I took the router into the the local office, requested the cancellation. The office attendant, do to Covid I suppose, refused to touch the router and asked me to put it into a clear plastic bag which they provided and leave it at a designated spot in the lobby. This I did. I asked to pay the final billing at that time, but the attendant said she could not provide a final bill as it took 24 hours to update. When I received my final billing it showed a $50 charge for not returning the router. Several phone calls later and still not resolved.

The hold times to get a live person range from 5 minutes to 1.5+ hours, usually towards the latter. They don't provide live status updates online so if you want to know if cable or internet is out in the area, you have to call and wait on hold. The people are nice and try their best. I have a significantly better experience with Comcast on my rental properties. I've had Wave for 15 years now at my home, and I wish I could switch to Comcast.

So sad to see such bad reviews. I called today to cancel my service (since I'm moving), the man I spoke to on the phone was very kind and cancelled my account with no hassle. I wasn't charged any kind of service cancelling fee, either. While I had their services, they were always very polite. The internet ran well and I only had an issue once or twice that was weather related. I wasn't happy only getting one provider for my area but that's how business works so I don't blame them for that.