Astound | Stanwood

Reviews

• CL

  C L

  4 days ago
  1.0
  Over a week wait to have a tech investigate a home outage. Unacceptable
• JK

  John Kisel

  Sep 4, 2025
  1.0
  I have been an Astound (formerly Wave) customer for over 15 years, and my most recent experience has been extremely disappointing. First, I was given a notice about signal leakage interfering with other signals and causing outages in my area. Astound suggested my modem might be the issue, but after running tests, their own technician confirmed my modem was fine. They even loaned me a company modem and identified the real problem: a spliced coaxial cable from the street. They patched it and promised to replace the line completely, which eventually they did. When the new cable was finally pulled, things went downhill. Instead of simply reconnecting the new line, Astound made me wait for another technician visit. That tech showed up without calling, drove onto my property without knocking, and was about to leave until I stopped him. Shockingly, he asked me which of the two cables sticking out of the ground was the new one—as if he didn’t know his own job. After pointing him in the right direction, I went inside, only to discover minutes later that my internet was disconnected. He left without checking service, without telling me he was done, and without any courtesy follow-up. We rely heavily on internet for remote work, irrigation systems, and other critical infrastructure. Past outages always came with warnings so I could prepare—but this time, nothing. When I called Astound, I was met with excuses and stories instead of solutions. I was promised same-day service, but no one came. I had to call again the following week to get it reconnected. To make matters worse, another technician—who previously told me my modem was fine—came back days later, disconnected my service again without warning, and declared my modem “bad.” He refused to reconnect, claiming the next available appointment was 2–3 weeks out. I replaced my modem within 30 minutes that same day, but still had to wait weeks for service. No backup modem was offered this time, no warning, and no accountability—despite knowing how critical internet is for my household. On top of that, their customer support is painful to deal with. The phone robots are awful—time-consuming, frustrating, and rarely get you to the right place quickly. And their website is slow, confusing, and poorly designed. It is not straightforward to navigate, and trying to get information there is an exercise in frustration—you practically break your eyes trying to figure it out. In short: Poor communication (technicians arriving without calling or leaving without notice). Lack of professionalism (asking me to identify their own cables, leaving jobs incomplete). Broken promises (saying someone would come that day, but no one came). Inconsistent information (first my modem was fine, then suddenly it wasn’t). No regard for customer needs, despite being a loyal customer for 15 years. Terrible phone support robots and a confusing, slow website. This has left me reconsidering my relationship with Astound. Reliability, professionalism, and clear communication are the bare minimum I expect from an internet provider, and unfortunately, Astound has failed on all counts.
• SB

  Salad Buster

  Aug 25, 2025
  4.0
  Cant speak on the actual internet but ryan was very pleasant on the phone and the technicians were cool. Theres too many trees in the way so the interenet wont work but the customer service has been top notch so far. If they manage too make the internet work ill update
• FG

  Frank Goeth

  Aug 12, 2025
  1.0
  7 year customer and they lost me because they refused to lower my bill to a reasonable amount. New subscribers get like $30 a month for a gazillion years and I was at $120 for the lowest speed. Just ridiculous.
• JK

  Jennifer Knutsen

  Jul 9, 2025
  5.0
  Brandon at the Stanwood office resolved an issue I was having and followed up with me over the phone a couple days later. A much different experience than when I called the customer service department and spoke to individuals who cared less regarding my issues, and refused to transfer me to a supervisor. Thanks to Brandon, I’m no longer looking for a new internet company.

Frequently Asked Questions About Astound | Stanwood