Astound | Sheridan — Local services in Sheridan

No disrespect to the workers who work at the local office and the service technicians, HOWEVER Astound Broadband as a company is borderline unethical and has terrible customer service. I would give it less than 1 star if I could.

They routinely (every 6 months to a year) try to raise my rate significantly after my initial period of service end ( I am talking almost double the previous payment.) When I have called to speak with customer service or tried the online chat, often they argue with you about policies and I have had customer services agents routinely disconnect the call/chat mid conversation when you push them on honoring terms of service.

For discontinuing service for internet, I was told they only do it on a billing period end date and refuse to let you do any other date (even if moving out of the service area) so I was forced with the option of terminating immediately and not having internet for over a week while needing it for work purposes, or having to pay for a month of services that I could literally not use due to moving date.

Reading the terms and conditions, under the ACTUAL section for termination of service (Line item #14), it states a customer can terminate services at any time, however, in a smaller section (Line item #3 for payment of charges) much earlier in the terms that is completely unrelated, they sneak in a small clause about only terminating on a billing service end date.

This makes absolutely no sense that they would refuse a customer's termination of service request date. Clearly they are able and willing to honor that for customers who use any other exclusive service outside of internet AND for customers who have internet as a bundled service.

In this case, we own our own modem so there is no equipment to return it is literally just the company trying to force the customer to pay for services that are not wanted or needed.

In my specific case, when I requested to speak to a supervisor, I was denied multiple times and had the chat abruptly disconnected forcing me to start the help conversation all over again.

My personal experience with customer service is that they have largely been rude, difficult to work with and at times completely unprofessional.

Again, no disrespect to the local technicians themselves. I have had no negative interactions there, but the company as a whole and their customer service department has been atrocious to work with over the last 4 years and if there had been any alternative option for the area I would absolutely have left their service a...

I canceled my internet on May 4th and the person I spoke to was condescending and I could hear him slapped his hands on his desk along with the syllables of his words. I wanted to make sure I understood what he was saying as far as me not receiving an other bill for the next month, but apparently he didn't have time for that. All calls are on a recorded line, why would someone be rude like that to their customers. He asked if I could return the equipment myself and I said yes, however, he did not tell me that he then set the cancelation date for a technician to come out to cancel the line outside of my home, for the 23rd. I was not aware that a technician was needed if i could return the equipment myself. I was not using the internet and it was completely unplugged for a couple days before I called to cancel because I was using a different internet provider after they raised my bill by $26 without any notice or explanation. I received a full month's bill today, so I called the customer service line, twice, to get information on the situation. The first person I talked to only told me that my account wasn't canceled but in a pending status and to call back again tomorrow. I called back a few minutes later and the person I spoke with actually helped me. She was polite and very pleasant. She looked into it and told me about the 23rd, and that she does see that the equipment was returned. She rescheduled the technician appointment for the soonest possible date, which is tomorrow. She then said she added in notes about how my account was supposed to be canceled on the 4th and we had talked about. She told me to call back after the technician had disconnected the internet service and then the bill will be able to be sorted out and corrected to show that it was supposed to be canceled on the 4th. I would have canceled it on the 3rd before the new billing cycle but it was a Sunday and they are closed according to Google. So I appreciate the 3rd person I spoke with because she took the time to find out what was happening and make sure I understood it along with what to do next. The other customer service representatives were not helpful with full details and or out right rude. There is no way that I would ever return to Astound Broadband by Wave (previously known as Wave) again. I may have later on if it met my needs but not anymore. If their customer service representatives won't take the time to help their customers then why would I want...

The original window for install was from 8am-12pm. The technician arrived a little passed 8am knocked once and left at 8:08am. I was not able to get to the door due to putting my dogs in a room, as to not bug him. He was walking to his van when I went outside to wave him down. He started the van and took off as I was calling for him and waving my hands. I'm not sure if he saw me or heard me but it seems to me.that he could have waited around more then 8 minutes, and I now he heard commotion in the house, signifying someone was here. I called the number back that he tried to call me on and all he said was "you'll have to reschedule because I already left". Lack of customer service, lack of patience. When he did return in the afternoon he was dressed unprofessional (dirty uniform, unkempt personal appearance), he barely talked the entire install. Basically my entire day was wasted on waiting for him to return. If he had a little more patience in the morning this whole thing could have been avoided.

When I did contact customer service they had little to no information for me. I wanted to talk to his supervisor but they didn't have that number. When I asked what the number was to my local branch office they didn't have that either. The lack of information the service line had was actually surprising. I would think a customer service line would actually be able to give their customers 'some' information. When I asked thw customer service person why they didn't have any of the information I requested all they said was they only communicate with email and that's the only tool they have to reach out to the technician and their respective branch. Very poor communication options...