Astound | Sandy — Local services in Sandy

We’ve had Astound/Wave for years and it has always been bad/okay connection. Not enough to complain about since they have a monopoly but not good. It’s now been almost 2 months of constant internet problems. It seems to have gotten progressively worse with each of the 3 tech visits we’ve had. We’ve called multiple times each week and they keep increasing our speed or giving slight discounts when that is not what we’ve ever wanted (not that we typically get anywhere near the advertised speed in the first place).

Each time we call we get someone who gives us completely different answers than the person before. If you go into the Sandy office, the two people there seem nice enough but they offer no solutions and were not even familiar with policies listed on the astound website itself. Regarding landline service they told us completely different information than what is on the website and what we’ve been told when calling before. They scheduled a tech visit for the next day and they never showed up. We called and were told they didn’t show up for one reason but then called again the next day and were told that was false and they don’t know why the other person told us what they did. Additionally, the modems they give out are crap and if you Google them you quickly find other people with similar issues complaining. Yet they refuse to acknowledge the issue or have other options available and just tell us to buy our own.

The price they charge is ridiculous for the speed and quality provided. When there are issues, getting someone who is actually qualified to fix the issue is like pulling teeth. To replace the old cable to our house with them is a 6-8 week wait after over a month of service visits. Meanwhile the internet is down 3x+ times a day and slow the rest of the time and they’re still charging us! If you have any other options, avoid them! I would switch immediately...

I was at my limit of frustration and distress with three preceding companies that had let me down with faulty routers and inadequate signal strength and Internet speed. I had been sent four defective routers by three companies that had bought out one another. The third router had actually caught fire when installed to a new computer! For years friends have been telling me how reliable Wave is, so I finally responded to a promotional flier from Wave in my mail. Though there was a long wait time with communication confusion within the company about the initial evaluation and physical creation of an underground cable from the source under my driveway to the house, when I expressed distress about it the company responded by expediting the process. The cable was placed on the third visit and installation was completed soon after on the fourth. Each person who came from Wave and the two office agents who helped move things along were gracious and kind, and worked quickly and efficiently to help me, from my ordering the service by telephone to the actual beginning of set-up. As I told the local office agent, "Once these early bumps are worked out, I plan to love Wave and stay with it for the rest of my life," because I had been predisposed to having a positive attitude by the enthusiastic endorsements of friends who were using it. I am very happy to add my endorsements to theirs. Every maddening problem I'd had with the three preceding companies instantly disappeared completely as soon as Wave became my Internet provider. With full time tech support at my fingertips (which after a month I've not had to use), I'm confident of a good...

I have been with Wave for four years. I recieved my 2020 December bill and they raised it $155. My package went from $104. per month to $265. for the same package. Last year when I called to renew in November, they said I was calling to early and to call in December. Well I did what they asked and here we are "Merry Christmas" you owe $265 per month. I don't know any company in 2020 who would do this to their loyal customers who pay on time every month! Then spending an hour and half with them on the phone to try and settle this mess. After all that, my bill is still $156. per month. They have dropped my bundle package and cable. This price is for internet only. To the Wave management team, you guy's should be ashamed for doing this to good customers in the 2020 pandemic. Please someone explain to me how a bill goes from $104. to $265. per month. Especially, when we have constant weekly interruptions in signal on both cable and internet access. Keep in mind I have unlimited data. This additional amount is not even data overage. So disappointed and a very unhappy customer. I'm looking to change providers!!! Wave hates their customer!! In Response to Wave owner, Jason. I mentioned in my first sentence that i've been with Wave 4 years. Every year I call in December and experienced about a $10. a month increase. I understand the promotions outline you gave me with no apology. However, i'm just trying to understand the increase of $160. a month for loyal customers during a pandemic year. Thank you for the email address. I have forwarded this...