Astound | Rocklin

Reviews

• DK

  Dar K

  Oct 20, 2025
  1.0
  Our bill was consistently increasing. We visited an office in an attempt to explore options for reducing our bill through a current promotion, but the customer service representative was somewhat unprofessional and indicated she was unable to make any further adjustments. Several months later, we contacted customer service over the phone to inquire about additional ways to lower our bill, and that representative was very helpful in identifying possible solutions based on our needs and actual usage. Unfortunately, during that call, I discovered that the charges for equipment we had returned at an office had never been removed from our account. It was only when I finally called to cancel our service that the representative suddenly had significantly lower rates she could offer to reduce our bill. Too little too late. Our new service provider is half the cost and significantly faster.
• DM

  Devin Mattix

  Oct 6, 2025
  1.0
  Stay away. I’ve purchased from 5 different wifi companies and I’m updating this review to downgrade Astound from the 2nd worst. Hands down, they are the worst internet company in the country. The short story is Astound has lied multiple times. I’ve never seen one company have so many people directly contradict one another. Customer service has repeatedly told me there will be no future charges only to immediately charge me. Then they lied about what these charges were for. Working is Astound is the worst decision anyone can make for their business or their home. The long story started when a rep mumbled that I would not be charged a pending bill on my account because my service was ending before that date. I was then immediately charged after this conversation. I’m sure they are legally in the clear because their contracts are intentionally confusing, but they told me in plain English that I was done. Because they love to muddle their policy, I’ll tell you exactly how mine went: For my first month, my plan started on the 13th. Billing statements were on the 14th. Bills were collected on the 4th, but autopay actually collected on the 5th. The service plan renewed on the 12th of every month. Their service reps gave incorrect dates for charges. If you want to see what billing cycle you’ve paid for and when, good luck. Their website only tells you the date the billing statement was on. Have fun digging through your email, contracts, and bank statements. While I was on hold for 40 minutes trying to cancel, I texted their hotline and was told I had no other options than over the phone. When I asked if I could go to a physical location, they changed their story to acknowledge the secret second option. After my 40 minute hold, the rep said they could not give me a receipt for cancellation (this was proven untrue by another rep). They said I didn’t need one because my account would reflect that my service was cancelled. This was also untrue. I had to call support 2 more times before my account actually reflected this. Support will tell you to check the website which has inaccurate info. Want better info? Contact support on the phone. The hold line will tell you to hang up and text their support. Text support will tell you they can’t help you unless it’s over a phone call. Phone support has a 40 minute wait time and will tell you the only way to confirm what they’ve told you is on the website. After my service ended, they charged me $20 in “taxes” but the rep told me I could’ve avoided this “tax” by returning my equipment before my service ended. I turned my equipment in the day after my service was confirmed to end even though I was told I had 30 days to return it before a charge went through. Either Astound lied about that, or they lied when they said I could have avoided this fee. In their rep’s own words, this is a late fee. Telling customers that a late fee is just a tax is immoral. If it’s not a late fee, you cannot tell me that it is. I will never seek services from them again so long as any other option exists.
• D1

  dave 1

  Oct 6, 2025
  1.0
  Not A Good Company ! On Oct 4, 2025 the internet went out, I called Astound, and was informed it was an outage in the Rocklin, Ca area. Unknown if it will be fixed over the weekend. Probably Monday. Per Astound Wave Customer Phone Support, we don't have technicians that work weekends to fix internet/tv problems, in some areas. 2 days later the outage was fixed Oct 6, 2025 Monday. This company has terrible customer support ! Treatment of current customers "Retention of Customers" terrible, they don't care. I pay for just internet $125.00 a month. They won't lower the price to what new customers are paying.
• HK

  hannah kimes

  Oct 2, 2025
  2.0
  We’ve been trying to get Wi-Fi set up in our new apartment for two days now and it’s been nothing but problems. The first router they gave us was still connected to a different account, so it couldn’t work. The second router also wouldn’t connect. When I called customer service, the rep couldn’t figure it out and said someone would call us the next morning to schedule a technician. No one ever called, so we waited until 2 PM and finally had to call ourselves. At that point, we were told it was a “failed self-install” and that we’d be charged a fee, even though the equipment they provided was faulty. On top of that, the earliest appointment offered was the following day between 8–12, so more time without service. The only reason I’m giving two stars instead of one is because the customer service reps themselves were polite and kind. Unfortunately, the overall experience has been frustrating and if I could go back to my old provider, I would!
• TH

  Tracey Hansen

  Aug 20, 2025
  5.0
  We started service in our new home. Everyone from the sales to the technician at install were friendly and knowledgeable. We haven’t had the service long enough to offer an opinion on the speed, but so far, it seems to be great.

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