Business Profile

Cable TVs

Astound Broadband powered by Wave

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Astound Broadband powered by Wave's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

210 total complaints in the last 3 years.
74 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,I am submitting a formal complaint against Astound Broadband powered by Wave due to repeated billing discrepancies, misleading advertising, and extremely poor customer service.False ********************************** advertises a $20/month plan for 1Gbps internet with a free cell phone line for one year. However, I have never paid this advertised rate. The lowest monthly bill Ive received is around $40, and it has gone as high as $80with no clear explanation for the difference. When I contacted customer service to resolve this, I was met with vague excuses and no meaningful assistance. This practice feels deceptive and does not reflect the pricing they promote.Failure to Honor Auto-Pay Discount:Astound offers a $10/month discount for customers enrolled in auto-pay. I have always had auto-pay set up, including during my recent apartment move. Despite this, they claim I am on a "new account" and have refused to apply the discount. This is unfair and misleading, as my payment method never changed.Unclear and Fluctuating Fees:I have been charged an "internet infrastructure fee" ranging from $15 to $20 per month, without any detailed explanation. This charge appears inconsistent and was not disclosed when I signed up. It seems to have been added later and varies month to month without notice or transparency.Unprofessional and Disrespectful Customer Service:When I reached out for help, the representatives were rude, dismissive, and in at least one instance, made comments or displayed behavior that I felt was racially biased. They showed no willingness to resolve the billing issues and instead blamed me or made excuses for the discrepancies.I am requesting the following:A full explanation and refund for any overcharges or misleading fees.Immediate application of the $10/month auto-pay discount, retroactive to when it was wrongly removed.
Business Response
Date: 06/16/2025
Spoke to the customer, went over their autopay discount, this has been correctly applied for each billing cycle. Also went over account rate review, the customer has the lowest rate currently for their services, the next speed tier down would still cause an increase. The customer then asked to set up a disconnect for the services. Is aware of the current bill cycle end date of current cycle and balance.
Initial Complaint
Date:05/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of this company for 11 months. I signed up during a promotion for $45 per month for internet service of up to 1 gbps. The company had a brochure and a sales representative that both verified that at the end of the 6 months I would be locked into that price for the remainder of 3 years if I did not interrupt my service. The promotion started at $30 service fee for the six months and a company fee and taxes that came out to $16. Then after January, the sixth month, the service charge would go up to the advertised $45 and the fee would remain around $16.Instead the company has been trying to charge me $55 for service and adds additional fees on top of the $16, totalling to $72 each month. Every month I have spoken to their customer support to comply with their own written and advertised price promise. Every month they deny my request stating different reasons each month. This month they are saying that on my January bill, which will be attached, I was warned that my promotional pricing was over and it would raise to $55 not $45. It does not state that anywhere. And the other fees are unexplained. I would like to have my bill be corrected permanently to the agreed upon pricing of $45 per month for internet service. And any charges above their standard $16 fees and taxes to be explained in detail on the bill.
Business Response
Date: 06/02/2025
Spoke to the customer, went over the base rate moving to ***** after 6 months which was stated on the Broadband facts label customer has when signed up, and available on billing account to view. Customer questioned it showing as *****, advised that is with the ***** autopay discount which was on the flyer pamphlet in small print just under the rates printed, and educated the customer on how to receive that credit. (They currently have 5.00 credit with debit/credit card method)
Initial Complaint
Date:05/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I, ***** *******, am the **** for my recently widowed neighbor ****** *******. When his spouse was alive, their internet/landline monthly bill was $84.13 Upon her ************* of her social security which cut his income in half) it jumped to $144.62. On 4-23-25, I called on his behalf to ask why his rates increased by $60.49 knowing that my internet bill (same company) was $54. I was told by "Siki" that a promotion had expired. I asked for the promotion again $ was told she could get it down to $104 but not back to the $86. I asked to speak to a supervisor. I was told that I would have to make an appointment. This was scheduled for 11:15 the next day (4-24-25). The callback never happened. I waited 3 business days and called back on 4-29-25. "********" put me on hold for a supervisor for 24 minutes telling me multiple times that a supervisor was not available $ asked me if I wanted a call back. I said that I would wait. I was finally connected with *** in **************. *** told me that "Siki" didn't tell the truth because appointments cannot be scheduled. He also said that she quoted the $104 incorrectly and that there was nothing that he could do to lower the price. I asked to speak to the manager and they couldn't get me one. *** said that one would call me back within ***** hours. Today is May 3, 2025 (3 business days later) and I have not received a call. I want my neighbors monthly rate to go back to something close to what it was before. I can understand a $10 a month increase, but not $60. *** was unfriendly and unwilling to try and work with me to help this 86 year old man. I hung up after 45 minutes angry, frustrated, and not having accomplished anything. I feel like this is elder abuse. This company should be ashamed of their business practices. This practice of having to spend time each year begging to keep rates from doubling is unprofessional and unethical. They seem to be all about the money and not at all about their customers.
Business Response
Date: 05/08/2025
I tried contacting the customer with the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 05/09/2025

Complaint: 23282501

I am rejecting this response because: I called back on Friday May 9, 2025 and was sent to a voicemail. I am expecting a call back on Monday May 9, 2025. I would like to speak to the person who left me a voicemail in person before I accept the response. Thank you.

Sincerely,

***** *******
Business Response
Date: 05/23/2025
I tried contacting ***** at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 05/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:04/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since Ive been switched to internet I have more problems Ive had the tech come out and fix it and then the problem reoccurred and my cable tv had said loading video more then Im able to watch and all they could offer me is a credit of ***** Im sorry thats not enough I need more then a ***** credit.
Business Response
Date: 04/30/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 04/30/2025

Complaint: 23264087

I am rejecting this response because: I dont feel like ***** credit is enough and Im not happy with it either. I too have tried to call them back and sent straight to voicemail

Sincerely,

***** *********
Business Response
Date: 05/08/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information. I am also sending an email regarding the issue since we have been unable to speak on the phone.
Initial Complaint
Date:04/15/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wave broadband had been charging our business double for last 5 years. They agreed that they made a mistake but have not yet returned the overpayment .. countless calls.
Business Response
Date: 04/22/2025
We spoke to the customer and he states that the issue has been resolved,
Customer Answer
Date: 04/22/2025

Complaint: 23207540

I am rejecting this response because we have still not been reimbursed for the last many years of double charges.

Sincerely,

******** *****
Business Response
Date: 05/05/2025
I called the number on the case but the call went to voicemail. I left a voicemail with my department's contact number.
Initial Complaint
Date:04/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive been an Astound customer since 2023, and when I moved to a new address in June 2024, I was told by customer service that I couldnt transfer my service and would need to cancel the old plan and request a new one. I followed these instructions and was charged an installation fee for the new service, which I understood since it was treated as a new one. My old account was canceled, and a new one was created - account # *************** The new service was supposed to be $30/month for two years. However, two months ago - Jan 2025, my bill jumped to $60/month without any prior notice. When I contacted customer service, they told me it was because my offer expired after two years, but this doesnt align with the terms of the offer, which state the two-year period starts from the activation of the service.The service was activated on 06/25/2024, and I was charged the installation fee on that date. According to the terms, my rate should stay at $30/month for two years from that activation, meaning prices shouldnt be adjusted until June ******* asking that you honor the terms of my contract and correct my billing immediately. Please fix this issue and confirm the adjustment. Thanks.
Business Response
Date: 04/09/2025
Reached out to the customer to go over billing and questions, no answer, left voicemail.
Initial Complaint
Date:03/24/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cancelled service, after a very length phonecall with a representative on 12/5, told me I would not be charged for services and services would end 12/17. I was moving into a situation where I was going to be unhoused and didn't have much money so it was important to make sure my bills were squared away. After that, I recieved a bill that was $200+, which I hoped was returning the equipment. So, I went in person to return the equipment where I once again asked if I anything else was due or needed from me to which they assured me that I was good to go and I had to nothing to worry about. Now, I am recieving a bill again which I cannot pay and feel as though after hearing from two representatives I wouldn't be charged and my balance is settled. Every representative since receiving this bill has said I was told incorrect information which respectively, isn't my fault. Being in a very unwell financial situation makes this situation very stressful for me as I expected these services to be settled long ago.
Business Response
Date: 03/25/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:03/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company has a promotion for my current residence (apartment). I signed up for it at $45/mon before fees and taxes. On the promotional brochure, and by the sales **** own words, the price is not to change for 3 years. It is a month to month contract that can be cancelled any time. However, the brochure states that once the customer has paid for 6 months of the service the price will lock for 3 years.I have been a customer for 6 months but they recently added $10/month to the agreed upon promotional price. Which is still being promoted as $45 not $55. I attempted, twice, to discuss the issue with their customer service. Their only response was that the new price was $55 per month.
Customer Answer
Date: 03/08/2025
The company and it's sales representative have guaranteed the price from day 1 to continue unchanged for 3 years. It is on the brochure and the sales representative also verified over text and call. The original price was $46 per month. Since February the company has tried to change the price to $71. I have filed against them each month to correct the price to what was promised. Contract law states printing a guarantee of pricing is contractual. If the company refuses to resume the original price they will be in breach of contract. The difference is $25 a month. Just under 55% increase. I want the bill adjusted before the charge is made and a refund if the charge is made before correction.
Business Response
Date: 03/21/2025
Spoke to the customer regarding rate, went over the advertised pricing and the autopay included in that rate, cx has 5.00 autopay credit currently, educated how to move to the ***** credit for future billing. Credited previous and current bill cycles for the difference as a one time courtesy. No further concerns.
Business Response
Date: 04/14/2025
I called the number on the ticket and spoke to the customer. We went over the flyer he received and what his pricing will look like going forward. Provided compensation for the issue.
Initial Complaint
Date:02/28/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
By contract between Wave and ****************, I can get 2 TV boxes free of charge. I was told I have had 2 boxes already. They created a case (#********) to allocate the missing TV box. Today I chatted with Wave. The agent told me he found 2 TV boxes in my home. I asked him that how did you allocated them. He said he use remote troubleshooting. It was a liar. So, I turn off the TV box connecting to my TV, then he still said he see 2 TV Box in my home. He knows his liar was broken, the he turn off my cable service. I lost internet. I had to call my doctor to cancel the video appointment at 4:40PM. This behave is not good. Attached is the screen chatting with wave agent.Please let me know the result, thanks
Business Response
Date: 03/03/2025
Spoke to customer regarding his complaint to the ********************. Sending tech out to address to confirm the amount of boxes on account.
Initial Complaint
Date:02/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- Date of Transaction: December 19, 2024 - Amount Paid: $46.93 (instead of the agreed-upon $36.93)- Nature of the Dispute:I signed up for Astound Broadbands 1 Gig Internet Plan on December 19, 2024, after being informed by their representative that my charges would be $20 per month for the first six months, plus $16.93 in taxes and feesa total of $36.93 per month. I enrolled in autopay and paperless billing, as required for this offer.However, in January 2025, my bill showed a charge of $46.93 instead of the agreed-upon $36.93. I contacted customer service three times:1. January 27, 2025 I was told that the additional $10 would be automatically deducted during my autopay on February 10. This did not happen.2. February 10, 2025 After being charged $46.93 again, I contacted support and was told the issue was escalated, and I would receive a response within ***** hours. No response was received.3. February 13, 2025 Customer support changed their explanation, now claiming the discount would only take effect after multiple billing cycles, which was never disclosed at the time of signup.- Attempts to Resolve the Issue:Astound provided contradictory explanations in every interaction.The promised discount was not applied, and they failed to provide a valid ********* escalation request was ignored despite being promised a response.- Requested Resolution:1. Immediate refund of the extra $10 overcharged in January.2. Immediate correction of my billing to reflect $20 for service + $16.93 in fees as originally agreed.Astound Broadbands inconsistent statements and failure to honor their commitment constitute deceptive business practices. I request BBB's assistance in resolving this matter.
Business Response
Date: 02/14/2025
Reached out to customer, they were missing autopay credit from first bill cycle, manually credited this for the first cycle and educated that the autopay discount will apply each month going forward. Went over different MOP options as each have a different discount credit for future reference
Customer Answer
Date: 02/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Yiyi ****

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Astound Broadband powered by Wave is NOT a BBB Accredited Business.