ASTOUND BROADBAND

During installation they literally burned out my friend's TV as well as their own cable box. There were sparks and a flame that could have started a fire. Their workman received multiple shocks. Testing the electrical outlets for proper grounding and wiring shows it was fine. Their own supervisor came out and also tested and could find nothing wrong with the house wiring. They then supposedly submitted a claim for reimbursement for the broken TV. Over a month later, no one responds to his daily calls, not even the "local supervisor" or another supervisor. They are completely unresponsive and I've heard him leave dozens of messages. Calling their customer service, they can just "send emails" and literally have admitted they "can't help him". I heard this first hand on a speaker phone. Seems the only option is to take them to small claims court where a judge will force them to respond or summary rule against them. Very sad. Would never consider using their service and my friend regrets doing so. Also, he had one box that was defective and had to be replaced which required a visit to their office and also an issue with another not receiving the right channels.

i am still collecting speed info daily to write a letter to Wave Company with documentation about my internet speed.

Overall the service was very good. The phone and internet service does require a special modem that has a monthly rental fee. After Astound was acquired or merged with Wave, there was a price increase on the modem rental. This price increase offsets the discount for bundle service. The customer service indicated this 'was just the way it is' since this was Wave's standard pricing for the special modem charge which only can be obtained from Wave. There was no 'free' offer to upgrade the old Astound modem only the price increase.

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The service specialist was awesome. Answered all of my questions and solved our issues.

Went OK. Service man was here for about 5 hours. He did what needed to be done and it all works.

They are just fine and they charge me eight dollar a month for both the services combined. I have not had anything go wrong so far. They are excellent overall because when I do phone them, they are very clear and helpful.

I tried to join Astound Broadband 3 weeks ago. I'd been told that they don't have service at every SF address so when I initially called them, I made sure that my block was serviceable by them, and made an installation appointment. A week later, I'm waiting around for the installation guy, during the 2-hour window they had given me. The guy called right at the end of the 2hr window saying he's going to be 15mins late. Fine, I say, thanks for calling. He shows up, he's very nice, but immediately says he can't give me cable on this block without extra work and time, so we call customer service then and there and make another appointment (their next availability they have is a week later). Appt #2: I'm waiting, waiting, nobody shows up or calls. I call the company, they apologize, say have lots of work blah blah, promise to make me another appt - in 10 days. I threaten to go with another provider, and escalate to a supervisor on the phone, whereupon they manage to make me an apt for the next day. I triple-check the time window they say they're going to come, 1-3pm, as I tell them I can ONLY be home after 1pm (I don't want to miss another shift at work like I did during the last appt I had with them). Appt 3, the following day: They come over 3 hrs early, and wake up my neighbors, who contact me, but obviously they're not going to let them in the house without me or anybody there, especially given my poor experience with them so far. I call the company AGAIN, am really upset, they apologize, lots of work blah blah, and now they say they will send someone out AGAIN at the time we had actually agreed, 1-3pm. I rush home (in case, miraculously, they're on the early side of that window). They never show up. They never call. All in all, very poor customer service.