Astound | 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 if possible.

The actual internet service is very good and reliable. "Customer service" on the other hand, has been very frustrating and patronizing. 4 months of never-ending billing problems. Being treated like I'm the one that doesn't understand my data allotment and usage when I can clearly read it in my account. All of this after misrepresenting a change to my service speed disguised as an upgrade. This is a better review than I left last time

AVOID!!! Internet and customer service are terrible! They try to raise your rate every few months for NO reason! Service and speed don't get any better, no updated equipment, they just raise it every couple months by $20-$40, especially if you are on auto pay! They constantly tack on extra "one-time payment". GO SOMEWHERE ELSE! Horrible internet service provider!

Service was great - never one outage in three years! But they make it impossible to cancel. You have to call, find a hidden menu option, then wait for an hour or more (not an exaggeration) to talk to someone. I am currently still on hold after 40 minutes. The counter says I'm "77th" in line! After writing this review I think I'll just do a chargeback on my credit card instead of allowing Astound to continue wasting my time. EDIT: after finally getting through to someone, they said they are going to charge for a full month after the day that I canceled due to their "policy". Obviously this is ridiculous. So I am doing the chargeback and if Astound tries to send me a bill, it will not be paid. Astound - you had a happy customer until I hit the cancellation process. I would have left a 5-star review otherwise. Making it unreasonably hard to cancel is an unethical anti-consumer practice and you know it. I hope the current "right to cancel" legislation passes and hits you hard.

The almost doubled my bill without notice. They billed me on a Saturday and there was no one at the local office to deal with. I called and cancelled on the next business day. The local office charged me for the whole month when I used it 4 days. I called the national line and they said they changed the policy years after I subscribed to not prorate for cancelling. The next provider was significantly cheaper. I will not switch back to them.

My internet service price spiked recently, and I went to the office in Sandy, Oregon. Brittany Haynes was extremely helpful. She was wonderful and courteous. She was able to get my service charges down to a manageable amount, our monthly payment lower, and I was amazed and overjoyed with her assistance in this. Both my wife and I are disabled . Everything that Brittany was able to do for us has helped us to no end. Thank you.

My service was great in the house but customer service is not good. I moved out of my house 4 days after the billing cycle and since I needed internet those 4 days only, I had to pay another full billing cycle. After that they still charged my account the next month and said I have to wait for the autopay to catch up to the account ending and will get money back. The woman on the phone was clearly annoyed with me for not understanding this process. The company should let you know this is how it works and I wouldn't have had to wait 30 min on the phone to talk to someone. I do NOT recommend this internet company!

I made an account just to leave a review. Been with wave for well over 5 years and I honestly feel like I'm being scammed. Customers have to manually re sign up for "promotional pricing" and are up charged without warning once it expires. 40 dollars higher than my normal bill automatically taken out. They've done this to me numerous times. I don't know how much longer wave will get away with this unethical business model and I hope it catches up with whoever came up with this policy. Seems like they're banking on people not checking their statements in time to mitigate it. I feel bad for the customer service employees who take the brunt of people's frustration. I'll be canceling my account as fast as possible.