Wave

i am so upset with this company. we signed up for the bundled internet service. they did not disclose that the internet was not unlimited. since when does the home internet service have limits. we told them upon start up what we wanted and needed it for. we also had them come out 3 times because it was not hooked up properly. not once did someones mention this. to get a bill in the mail when we were told that our bill would be approx $ 60 a month and it is now over $ 250.00 for one month. i called customer service and the only thing that was said was that they notified me on one of my statements on the bottom of it to let me know that we went over on our coverage. i did not pay attention to the small print. that is my fault. but to not be told in the beginning upon start up is not ok. we use the internet for hulu and netflix, gaming and other internet uses. i have 4 children plus 2 adults in my home. i am not happy. they will not help out and they said there is nothing they can do. so upset…

This company barely provides adequate service. As a company that provides basically X-​nfinity (Comcast) they are so far behind when it comes to all aspects of business. I would like to say that they treat their employees like crap. Why would anyone want service from a company that does not support their employees. Their supervisors and I guess this is a company practice when and employee works there over a year rather than give then raise they promise they fire them. Bottom line this is not a company that anyone should do business with.

I have high speed 100. I get 19.62.

Still a nightmare when you have to deal with customer service. Just off the phone with Maya who is by far the most rude person I have encountered at WAVE and that is saying ALOT.
These people must be hired for reasons that do not include intelligence or good people skills. Maybe because they won contests for most miserable human beings? A horror show. Bigger and better at being awful: Customer Service at WAVE.

Service calls are great: professional, knowledgeable and on time. Picture quality, internet and phone service is good. TV loses cable service once in awhile, but usually comes back on quickly
. Bad news?
The ladies in the front office in West Sac. The women in the front office only smile for male customers. Very odd. I have seen the older woman roll her eyes when I come through the door EVEN THOUGH I JUST QUICKLY DROP OFF A CHECK. No chit chat beyond, «hi, just dropping this off.» What is she rolling her eyes about? She never smiles and that’s a great attribute if you work in a job that deals with the public. Her nasty attitude mars a lot of the good, if not great, work done by the company as a whole since you have her as the face the public sees. Maybe she has the job because she is someone’s mother or grandmother there, but she and the always dour-​faced other women you inevitably find up front, both serve to remind me that some companies accept less than decent customer treatment and still let you keep your job. Yay America?

Let’s see
Poor customer service when you call for help. They literally said they could do nothing a out my bill being way more than the salesman said it would be and told me TO CALL THE SALESMAN MYSELF.
Craptacular picture quality on all non HD channels so it forced you to buy HD. They even tacked on a late fee on the new bill with tons of other hidden charges. They take your money and forget about you.
Tip…don’t trust the west sac salesman Sydney. He will sell you the world for a dollar and then never answer is phone again. I wonder if this company has any kind of leadership.
I was quoted $ 59.99 plus fees and tax a month. What a joke. The bill comes out to over $ 94 per month.

The internet is spotty even though i live less than 1mile from office. Wave also has a monopoly of cable service in w.sac. so unless you want a dish on your roof its the only choice.
Parking– small private lot
Location-​between police station and social services :/​
Office– clean, small, well lit, uncluttered
Customer service– so so ive never seen a smile from the ladies behind the counter
Price-​depends on what package you get but the fees are same as comcast

Wave ive had them for few years now with internet and cable tivo etc. there customer service is great and they do help you and work with you if your going be late on your bill witch is very nice .
But the service on the other had is just horrible im paying right now 80 dollars a month for 110mps internet and every time i do test it says im getting about 8 – 13 mps all the times i usually check it every few hrs. it kinda is horrible how they advertise 110 mps internet and you dont accually get that speed at 110 mps internet i should be able to download over 200 songs in less then 10 minutes it takes probley 2 hrs and a 2gb movie takes 3 hrs. sad part is in my area i cant really get any other providers but wave :(

After having no luck on the phone or online, I finally stopped by their office in Concord. The guy at the desk helped me right away and fixed my billing problem.

Awful. Awful.
Sub zero.
I’m paying for 55 mbps and actually getting 2(two!) on daily basis, day by day no accidents, 2.
Service is extremely bad. You can call 40+ minutes and nobody will pick up phone.
It is a big problem even to watch freaking youtube clip with this provider.
It is so bad, I even don’t have words.

If I could give them 0 stars I would! I’ve had wave for 5 years in West Sacramento. In the beginning it was fine probably because I was at work all day and didn’t notice the intermittent speeds and outages. Now that I am a Graduate Student and often work from home I have experienced several multiday outages. When you call customer support you get a message that says to call back later and then it hangs up on you. I even have gone into the local branch office to complain and their reply is «We can’t help you, call technical services» I am writing this post because I called to complain and one of their support staff basically accused me of lying and told me techincal support is available ²⁴⁄₇ and it never goes to message. I’m ready to just give up the internet at home and work at work LoL Wave is a joke.

Back when it was Astound, I used to evangelize their service to friends. Reasonable prices, great customer service, no problems.
In the last year, service has deteriorated to where I’ll be switching away:
1) I called to add «local only» TV service, for which they’d sent me an ad for $ 10/​month. I was told it would actually be $ 20/​month due to equipment rental, with no way to avoid the extra charge. Well that’s a pretty big difference, so I said never mind. Only then did they tell me that oh, we can give you a simpler box for free. Basically, they lied to try to bait-​and-​switch me.
2) In June we had a multiple hour outage, during which their customer service lines were so overloaded that it just told me to call back later — no message telling me what was going on, no option to wait, no option for a call back. Just sorry, call back later.
3) I canceled that local-​only TV service, explicitly asked whether I needed to return that cheap box, and they told me no. A month later, a $ 75 charge appeared on my bill with no warning or explanation. I’ve told them that I’m happy to return the box, but it’s not OK to charge me for something they told me I didn’t need to do. They told me I’d have to call and arrange for a tech to pick up the box before they could reverse the charge. So I called — and due to «unusually high call volumes» I’d have to wait on hold more than 15 minutes.
Sorry, I don’t have time for this. Or for you, any more.

Reviews on the Internet tend to be either really good or really bad; people don’t often write how «acceptable and just alright» services are, so review ratings swing wildly.
Wave Broadband is not that different from other service providers: I’ve had Comcast, AT&T, and SureWest (now called Consolidated Communications) and they’re all about the same in terms of customer service, billing, helpfulness and/​or tardiness of a technician, etc. Wave fits right in there with them.
The difference I’ve noticed with Wave is that their Internet speeds are fairly inconsistent. They are currently advertising that they offer reliably fast speeds and, unless the definition of fast is ¹⁄₁₀^th the number on the bundle, it’s false advertising.
I paid for the 55Mbps package. I do sometimes see upwards of 55Mbps. I understand «up to 55» really means «should average 35 – 50 most of the time.» That’s simply not the case with Wave.
At various times of the day, both during typical congestion (6−10pm) and during very low usage times (2−4am), I’ve monitored and recorded speeds of 10−12Mbps (their true average) and, worse, I’ve seen speeds of about 3 – 5 Mbps.
I may also be experiencing temporary dropouts but I cannot confirm that.
The technician who visited confirmed it wasn’t my house, wasn’t my equipment, and said that he receives a lot of calls for the same «inconsistent speed» problem in my area. He encouraged me to keep calling to wake the company up because it sounds like nothing’s happening and it’s his job to visit unhappy customers all day.
When I called Technical Support a second time about this I was told there were no known issues, no outages, and that they could simply send a technician out again. They also could not offer a monthly credit due to their inability to deliver as advertised.
I’m not an unreasonable customer: again, if I saw speeds averaging in the 30s for a 55Mbps plan, I’d accept that as reality.
The truth is that Wave controls a network capable of delivering 55Mbps but they are either over-​capacity or in some way misconfiguring it so customers do not typically see these speeds.
If you have other choices in your area, even Comcast, I’d consider them before Wave. Unfortunately for those of us in West Sacramento, there aren’t a lot of choices.

Under no circumstances use this service. Their customer service is virtually nonexistent. The few times I’ve actually connected with them, they were utterly unhelpful and rude. On top of that, I wasted an entire day on the weekend waiting for their technician to time. Terrible, terribly ISP. You know it’s bad when I’d rather give Comcast my money.

Wave company executive: «I have an idea! Let’s increase our geography and marketshare by acquiring a good Cable, Phone, and TV provider called Astound Broadband and then downgrade all the services and cut service staff so nobody has to answer the phones anymore! This is a surefire way to create a crappy and confusing first time experience that really pisses off the Astound loyalists who appreciated the service levels and responsive phone staff if there was a problem. We will then lose customers and the value of our investment will go down significantly and put the balance of our company at risk! Isn’t that great!»
Good gravy people. I am in a long time and I mean long time Astound customer. I was one of the first adopters when they came out here to the East Bay. The things I loved about Astound are all the things I hate about Wave: the consistent service levels and urgency to maintain those levels and attentiveness to my needs to either increase Internet speed, lower monthly bills, upgrade DVRs at reasonable prices, and answer the phone in under a minute and allow me to speak with a perfectly fluent English speaking person who was empathetic above all things.
I have no idea what happened. But things are significantly different since this acquisition. I see happy TV commercials at the same time as seeing more spotty Internet service, and an inability to talk to anyone since the acquisition. If this doesn’t resolve itself within the next three weeks, I’m leaving for Xfinity after 10 years of loyalty. Wave sucks ass.

My experience with Wave has been nothing but good.
I signed up for internet and VOIP phone in late 2011 when my wife and I moved to West Sacramento. I’ve called customer service a few times, had my calls answered promptly by courteous and competent U.S. based CS staff.
Wave might cost more than other carriers, but their outstanding well worth it. I’d pay twice what other carriers charge to stay with them.

The worst. Period. In a field of low performers, they set themselves apart. Bottom feeders. One star is generous. You’d have better luck calling India than calling their customer service.

We wont give up service, because they have the fastest connection available in this area. However, if you dont have a husband who games and cares about that degree of speed, run as fast as you can elsewhere. HORRIFIC website and slow customer service on the phone. I hate that we support them.

Terrible speed for the last few months at nights (busy hours). I have high speed 55 but I only got less than 10 Mbps download speed. Their technical support requires 20+ min to wait and the response to email is extremely slow. Unfortunately they are monopoly for the West Sacramento high speed internet.

The worst cable company in existence! Poor picture quality, limited channel choices, high prices and almost no customer service. .
If you have a choice go with direct tv, dish or anything but Wave.
Comcast gives you way better channel choices and picture quality.