Wave Broadband – 4120 Citrus Ave, Rocklin CA 95677
This review is for the Rocklin, CA., Loomis, CA. area. The level of connectivity has been somewhat disappointing over the last 60 days. Intermittent drop-offs of internet connection happens on a daily basis.
I have been a Wave Broadband customer since 1990. I’ve reduced my account to internet service only due to high cost of cable service and signal dropout issues. Also, Roku is better until Wave corrects their problems.
This low quality of connectivity worsened since Wave became a nationally owned corporation.
They force you to wait on hold no less than 30 minutes again anytime you call. I’m actually going to get Xfinity. I just went online to see if I could contact them that way. I submitted a request and they said they would get back to me within 2 days. Are you kidding me?
Xfinity will pick up the phone when you need help. I do not recommend Wave at all.
five stars only for the excellent and excepitional customer service i received from nicholas johnson!! only employee working not slacking and able to thoroughly answer all questions..
horrible how you allow others to be in a service environment and not value customers.. be timely and efficient..
i saw no leadership available at all when an issue arose but the situation was handled by nicholas smoothly and professionally and all the while he assisted another co worker who cleary knows nothing about the job!! or cares about being there..
thank you nicholas great service!!
I’ve only been using Wave Broadband for 4 months. They have a local monopoly on broadband in my area, so it’s not like I have any other choice
Installation: The installation took over an hour. The installer was quite knowledgeable and was able to work around the issues we hit.
Performance: Fast, 100GB as advertised (The only lower option only provides slow 10GB at roughly the same price)
Reliability: Good. They haven’t been down once in the past 4 months, which is more reliable than my experience AT&T or Comcast broadband.
Customer Support: n/a (I haven’t had to use them yet *fingers crossed*)
Price: Moderately expensive … $72 (12 month discount: $30). Last month, they tacked on a BS additional fee of $2 without warning or notification. That’s shady AF.
Website: The account management/payment page is looks like it was built in the 1990s. It’s missing details such as my plan option. It fails to work in Firefox; I couldn’t change tabs (and that’s with popup blockers disabled). The main web pages, residential.wavebroadband.com and customer.wavebroadband.com, are considerably better and more modern. But it’s very odd that none of the 3 main subdomains use the same resources, logos, or layout. It’s like they were designed by different teams.
If you like being ripped off wave is for you $230 a month for cable and internet is ridiculous
Does $250 per month for basic internet and cable seem excessive to you? No HBO, SHOWTIME, Sports Packages, nothing. B-A-S-I-C cable.
Apparently it’s not to WAVE. So I’ll play the game again… probably the 4th time now. I’ll call and threaten to close my account. They’ll transfer me to someone else that will offer me a “promo” rate that will drop me down to roughly $200… then I’ll watch it slowly creep up back to $250 when I’ll update again in 2020. Unfortunately, the only other option is an equally lousy company. See the comments on all posts from the woman from WAVE… offering to have customers call in? That’s what she means. Play the game. What a joke.
So EXCITED to get rid of ATT! Was paying att 55$ a month for 18mbps and get way more plus tv for $65 a month!
Well my bill increased to 114$ a month and the last two months it was 190$ still have basic internet with a tv with about 20 junk channels. Spent an hour and 40 min on hold and still NO ANSWER! I had to hang out! I emailed email@example.com and firstname.lastname@example.org
Valerie Arguinzoni. Rocklin ca.
The worst. Granite bay we are stuck with them and it’s horrible. I pay over a $100 a month (solely internet) and sometimes can’t even stream a movie… no one else in the house. If you don’t have to….don’t use them.
I’ve been an Internet user since 1986 and Wave has to be the worst provider I’ve ever used. I am in the tech industry and speak from a viewpoint of experience.
Inconsistent speed and uptime? Check.
Deliver less than they promise? Check.
Almost useless tech support? Check.
I’ve had “techs” out to my home 8+ times… the line between the pole (I live in an older neighborhood) and my home has been replaced 3 times. They’ve replaced my CPE (customer premises equipment) a few times.
The problem isn’t the equipment or infrastructure, they’ve simply oversold their upstream. You and I are being robbed, plain and simple.
Wave…. fix this.
This review was written over my cellular backup, because the “gig” service I pay $109 a month for was so poor, I couldn’t even bring up yelp.com.
Where do I began?
I was helped by Shomari in the woodland office. He greeted me with a smile and was happy to answer my 100 questions. He was polite and was very knowledgeable about the new things happening within the company that costumers don’t know about yet. Usually when I go in I get the bare minimum, no one can really answer my questions properly and didn’t feel the need to. Shomari also went above and beyond by hand writing out instructions on how I can reset my tv without having to call in to customer service. Now that’s what I call EXCELLENT CUSTOMER SERVICE. I don’t know where they found him, but they defiantly need more people like him working for their company that’s for sure. You can defiantly tell that he has a lot of customer service under his belt! Thanks Shomari for putting up with me and my hundred questions but most importantly for not making me feel like I was a bother for having so many. let’s just say if Shomari isn’t there when I go in next time, I’m leaving and coming back when he is. Good job Wave! Keep up the excellent customer service!
How many times can one complain about them? On hold for over 40 minutes to ask what they are offering as a promotional for existing clients? The idiot switched me to another department and then on hold again forever.. Hung up and called back only to have another idiot keep asking me the same questions over and over again…So… as a last resort, I’m going to try to go into the office in town .. maybe they can help…
I just find it funny how if you have a bad review towards this company they eminently put a screenshot and a robot to apologize to you.
Really” My review has not changed YET’
Someone from Astound came to our house, unannounced without an appointment, “because our range was too high”–whatever that means. He made some adjustments and switched out a switch, and now we get more pauses and buffering and lost connections than before. Hmmmmm….did it seem like the smaller version of Astound was better?
TiVo hasn’t been working since I received it. Asked to talk to a manager and the manager told me that even though they accept money for TiVo’s products they do not accept responsibility. She offered a small credit. I asked her to let me know what I’m being charged for TiVo and then said that billing could only tell me and not the manager for the company. Very poor. The internet is supposed to be the best in the area and it’s continually not functioning. I’m beginning to think I made a big mistake.
Awful customer service experience and sub-standard equipment. Cable boxes are operationally inconsistent. I find myself saying a silent ‘thank you’ when I turn my TV on and I have cable. It is that inconsistent.
I could easily site a number of issues, but the most recent issue is a repeat issue. Once again the mini-DVR in my master bedroom stopped working on a Sunday evening. Just stopped. Nothing. Dead. Therefore, no watching a movie in bed on Sunday evening. I contacted Wave Monday to let them know that once again the mini-DVR has stopped working. I say again because they exact same thing happened about 2 months ago. The Rep informed me that they could get someone out on Saturday. Almost a week to get a rep out to replace crap equipment? Me, the customer, is the one inconvenienced without service for a week?! I asked for a manager and they stated the same company line – no service until Saturday. Sorry….
I declined the appointment. If my patronage matters so little that I am forced to wait a week to get unreliable equipment swapped out I’ll find a new cable company and do without cable (still paying for it mind you. They NEVER offered a credit. Of course not.).
Do not get Wave. Instead, find a cable company where you get what you pay for!
You will see below that Wave responded to my Yelp review. This is the only response I’ve received. No call from Wave, no response when I’m asking for them to replace my defective equipment and nothing. No response. Write a Yelp review and you hear from them. Don’t let the disingenuous Wave response fool you. TAKE YOUR BUSINESS ELSEWHERE!
I have no internet access from WAVE this morning, and the service the past week has slowed down considerably.
I tried calling Customer Service Technical Support. Don’t bother. I was on hold for 43 minutes and never spoke to anyone.
Terrible customer service. Once they have you they forget you immediately.
So I can’t get my wave tv to work with the remote they gave me. Went over to wave got a new one and this one doesn’t work as well. No biggie called and they said it would be a 15 minute wait time and that was about an hour ago…really inconsiderate it’s a bummer because internet is really fast but customer support isn’t
Yeah-this is the worst internet and tv service I have ever experienced. I moved to Rocklin 2 years ago, so bummed that Xfiniti wasn’t an option out here. Our internet is agonizingly slow after 6:00pm, I can never get any work done. It’s just the way it is so I’ve been going into the office @ dark thirty so I can catch up. For the last 3 nights, none of our “other”TVs are getting any service at all, the TIVO character just flashes. I can’t watch Netflix or Amazon Prime, because the internet connection is non-existent, intermittent or I get a message that it’s too slow.
Everything about WAVE sucks….do I have another choice in Rocklin?
Geez .39 download speed this morning-this is ridiculous. Wave is terrible
.58 this morning and I am the only one up and trying to work.
I should not have to power down and remove the batteries from the equipment every day. Maybe I should move so I can use someone else.
The post below is being edited, Gabrielle,at WAVE sent a technician to my house this past Saturday to check my system… He discovered that my problem was due to my signal being too strong on the download and too weak onthe upload. He fixed and all is working perfect. Thank you Gabrielle, for resolving this issue.
I posted a review this past Sunday giving WAVE 2 stars. IN that post I outlined how frequently the service would stop and stop it does. I received a response from Gabriella on Monday stated they could give me a credit for the down time which is a weak response. I dont want credit I want a reliable internet connection. We like to stream movies and it is frustrating to watch them abruptly halt. So, the very next day, Monday, the internet service was lost between the hours of 7pm and 1022pm. This morning down again for about a hour. I pray that comcast finds a way to Lincoln California. But as it stand it is either WAVE or ATT. My next step is to contact ATT today and see what they can offer, because WAVE just is not doing it. Honestly, my internet connection is down almost every day.
For all you people who expect immediate answering of the phone, please have realistic expectation that this is the most busy time of the year. I have used multiple tools to not call into the service center. I am able to check my internet usage with the internet account manager, able to view detailed bill information with the Wave bill site by selecting view pdf of the bill. I have only had to call in when I have a serious issue that requires me to call. Easiest thing to know is if the bill goes up the promotion you had fell off. No being bamboozled. Everytime my bill goes up I just call. I understand that my promos are not all way going to be the same, but I still get a great bang for my buck…
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Listing Title: Wave Broadband – 4120 Citrus Ave, Rocklin CA 95677