Business Profile

Cable TVs

Astound Broadband powered by Wave

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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:12/11/2023
Type:Customer Service 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 Tried to pay my overdue payment of $377.72 but Astound Broadband still will not activate my services. I even went to their ************** on **********************************. The Receptionist would not except my overdue payment. I called and they did not except my card payment either.
Business Response
Date: 12/14/2023
We have had several delinquent accounts at this location under this name. Upon review of this, $226.54 is outstanding on -01 account, $625.24 on the -02, and $377.82 on the -06 account. (Full account numbers **************, **************, 048-0751457-06). Until all of these balances are paid off, the address is on a financial hold.
Initial Complaint
Date:12/06/2023
Type:Billing 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.
12-6-23, astound powered by wave contacted by customer to provide explanation of additional charges per month as well pricing options for continued service.
Business Response
Date: 12/07/2023
A 12 month, no contract promotional offer was applied 10/07/2022 and valid through 10/06/2023 at an introductory rate. We sent a notice on the attached statement prior to the price increase. (Page 4). *********** signed up for is HIGH SPEED 500MBPS INTERNET. There have been no speed tests recorded to the history of this modem, but to test speed accurately, on a computer plugged directly into the modem via Ethernet, visit ******************************************* and test the download speed, which should result in 500mbps. The bandwidth is shared between all connected devices wirelessly, so wireless speed is not guaranteed.
Customer Answer
Date: 12/07/2023

Complaint: 20970699

I am rejecting this response because: this does not address the complaint.

The complaint is that on Dec 6 2023 Astound was unable to provide the price of service at 1gig speed, unlimited data capacity, with / or without a rental modem.
I am fully aware of the current service price to my residence. Seeking customer service provider above info.

Sincerely,

***************************
Business Response
Date: 12/11/2023
Our rate card (attached) can be found at **************************************************************************************************************************************** 1Gig retails for $99.95
Customer Answer
Date: 12/12/2023

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:11/25/2023
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.
I signed up for astound broadband with an online promotion that would only charge me $45 a month for two years of service. The modem and router were free with no rental as part of that promotion. I was also promised one free month of service. All of this was on the contract I signed and is in the receipt that astound sent me. Astound has so far charged me partially for the "free" month, and has not applied the discount as per our contract. I have been overcharged $55 over three months. When I tried to contact astound I could find no way to do so, there is no e-mail address to send a complaint to. I called their help number and they denied me any help after an hour long conversation. I then left a one star review on ****** and astound replied to it with an e-mail. I have been haggling with that person for over a week and they have not fixed the issue even after being supplied three different copies of the receipt they provided me. Astound is refusing to stick to their contract and is stealing from my bank account without my permission.
Business Response
Date: 11/28/2023
The first month of service was free, less the equipment and activation fee which were not included in the promotional offer for 1 month free. The eero router is $5/month, however, the standard router would have been included for free. The eero router rental was free for the first month, however, this was added as an adjustment to the statement since the eero was not discounted by the $5 charge on the first statement. $26.83 is due 12/3. The package currently includes the eero router, modem and 500mbps for $55.00/month inclusive of estimated taxes and fees for 2 years, no contract. This is then discounted by a $5/month autopay and e-bill credit to $50/month.
Customer Answer
Date: 11/28/2023

Complaint: 20915643

I am rejecting this response because:
I signed up for a standard router and have a receipt showing that the router and modem are FREE OF CHARGE. I also have a receipt from the company CLEARLY STATING that my monthly charge is $45.
Astound is refusing to honor their end of the deal and cannot provide any paperwork or records to back their claim. I have provided receipts that they sent to me confirming my monthly charge as $45. Astound is still stealing from me.

Sincerely,

*************************
Business Response
Date: 12/05/2023
The eero router (not a standard router) was installed 08/11/2023 and is $5/month and a promotion was applied and backdated for the modem free. Before the autopay discount, this package is $55/month and with the e-bill and autopay discount, it is $50/month.
Customer Answer
Date: 12/05/2023

Complaint: 20915643

I am rejecting this response because:

Sincerely,

*************************

I never ordered the fancy modem, I only ordered the standard modem as is shown in the receipt I provided. I have asked Astound to furnish any paperwork, documents, contracts, or receipts showing that I signed up for anything more than $45 a month and they cannot. This company is dishonest and refuses to honor their contract.

I want astound to furnish proof that I ordered anything other than what is on the receipt they sent me.
Business Response
Date: 12/07/2023
The modem rental is a standard modem, the eero router is an upcharge of $5/month, which was ordered. It can be removed and swapped out for a standard router for no charge. Please feel free to make changes to the service and equipment by calling ************** 24/7.
Customer Answer
Date: 12/07/2023

Complaint: 20915643

I am rejecting this response because:
I never ordered the upgraded modem and have receipts proving this.
Sincerely,

*************************
Initial Complaint
Date:11/16/2023
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.
When its freezing or raining or the wind blows hard my internet goes down. There has been a tech out twice an nothing gets fixed. My bill wont be adjusted for all the down times that seems to happen on a weekly basis.
Business Response
Date: 11/20/2023
We have had a technician visit scheduled for 10/30/2023 and 11/18/2023 but both were cancelled. Please call ************** for technical support when you are experiencing an issue and we would suggest keeping the technician visit if the issue persists.
Customer Answer
Date: 11/20/2023

Complaint: 20879111

I am rejecting this response because:
The technician was out a couple of times and both times they never checked anything. The issue has been happening almost on a daily basis. It started even before I got a new modem and before the line got replaced from the road to my house and still get charged full price for service that is down majority of the time.
Sincerely,
***********************
Business Response
Date: 11/30/2023
A $50 credit was issued 09/08/2023 1:48 pm

Customer Answer
Date: 12/04/2023

Complaint: 20879111

I am rejecting this response because:
That was because June and July I was also having the same issues and it was reported but nothing was done about it.
we are talking and dealing with the issues from October and November. The internet was going up and down on a weekly basis

Sincerely,

***********************
Business Response
Date: 12/07/2023
There are no notes on the account indicating a customer service interaction between January 21, 2023 and 09/05/2023 4:08 PM. There was not a completed technician visit set up between 09/21/2021 and 09/06/2023, and we are unable to issue credit unless we are made aware of an issue and able to determine if it is on our end or the customer's end (i.e. personal devices).
Customer Answer
Date: 12/08/2023

Complaint: 20879111

The complaint was filed because of the issue from November 23rd - 29th.A service technician was called and all they did was come out look around and did nothing to fix the problem. Then, when I called to have my Internet looked at again I was told that I was going to be charged $87 for them to come out. all Im asking for is to be credited for the downtime that I could not use my Internet.

Sincerely,

***********************
Business Response
Date: 02/12/2024
The tech came out on 11/29 and maintenance was done on 11/30. A credit was issued for 7 days no service that you will see on the next bill
Customer Answer
Date: 02/13/2024

Complaint: 20879111

I am rejecting this response because:
No one showed up to look at our box or line. There was someone at the residence from ***** thru 11-30

Sincerely,

***********************
Business Response
Date: 02/22/2024
the tech came out on 11/29 saw an issue that he escalated higher up. On 11/30 maintenance was able to complete the job. A credit was issued on 2/12 which is reflected on your current bill.
Customer Answer
Date: 02/22/2024

Complaint: 20879111

I am rejecting this response because:
Even as Im writing this my internet connection has been down all day and when I talked to costumer service they say that there is no expected **************** to be restored. This happens far too often and all I want is reliable internet connection. Something that you cant provide. There is issues on the line somewhere that I would like to see fixed soon.
Sincerely,

***********************
Business Response
Date: 07/23/2024
Since maintenance was completed on 11/30/24 the customer has only called in on 2/22/24 regarding service issues. On 02/22/24 we apologized the service was effected by an outage and issued a credit. Our maintenance department has run test and has found no issues with the service.
Customer Answer
Date: 07/23/2024

Complaint: 20879111

I am rejecting this response because:
The service is still very poor and it still drops out. At times it runs smoothly (about half the time) so Im not sure if its on the line somewhere or at the the road
Sincerely,

***********************
Initial Complaint
Date:11/09/2023
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.
I was told very clearly that I would be getting a free month of service when I signed on for the broadband connection from Astound, however, now they are saying that there was no such offer, and that there is nothing they can do. They have been running this free month offer nonstop for at least the last 6 months, including currently, so there is no way that they do not know about this.
Business Response
Date: 11/10/2023
The first month free promotion was not applied at sign up, however, we have issued credit in the amount of 08/09/2023 $10 8/11/2023 $10 8/14/2023 $30 09/11/2023 $10 and 10/11/2023 $10, totaling more than 1 month free (monthly service before *** is $65 for 1Gig) and credit issued was a total of $70. We have billed for service from 8/2-12/1 and only charged $80.19 (including the payment to be processed on 11/24/2023). With the *** credit, the monthly bill is $35.
Customer Answer
Date: 11/10/2023

Complaint: 20851327

I am rejecting this response because:
The $10 credits they are talking about have all been issued because of a billing fault on their side, because my bill was supposed to be $55 and they charge me $65 every month, so they have told me that they will apply a credit of $10 every month. That is in no way related to the free month promotion. Also, I had confirmed the presence of the free month offer before signing up for the plan over call on July 19, 2023 and now they are accusing me of lying. In fact, their own associate was ready to credit my account with $50 yesterday when my call got disconnected, and since then they have been unable to do anything about this.

Sincerely,

***************************
Business Response
Date: 11/21/2023
There is a future scheduled adjustment being applied to the statement each month for $10 on the 11th of each month, however, the statement generates before the credit is applied, so the balance owed 11/24/2023 is $25/month after the $30 ACP credit is applied.
Initial Complaint
Date:11/06/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Price gouging without notifying customer: Starting July 2023, ******************** arbitrarily charged ***************** fees' for around 15$ more than my usual bill without notifying me or having any explanation. Contact with customer ******* also intentionally make the process of contacting harder with intentionally confusing menu options to navigate before reaching a customer ******* rep. ******** ******* rep is also using pressuring tactics - putting me on hold and checking if I am still on the line every 2 min for about 10 times, hoping that I would hang up. I wish to get refund/credit on the approx. 70 dollars of price gouging/upcharge that Astound Broadband has charged without notifying me and have my agreed upon 35$ per month plan going forward.
Business Response
Date: 11/07/2023
The attached June 2023 statement includes a notice on page 3, explaining that the rate changed as a promotional offer that was valid for 12 months expired. We also sent a notice on the (attached) August statement informing customers of an increase to fees beginning in September. There was a loyalty credit promotional offer applied to the account 11/04/2023 and while we can not refund or backdate this promotion for $3/mo off, it is valid for 12 months, no contract.
Initial Complaint
Date:10/31/2023
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.
Astound's service degraded to point of being non-functional. Internet would drop out 20+ times a day. I switched hardware per their tech supports' direction which had no effect on the issue. A tech was sent out to my house and he reported that their infrastructure in the area was bad and there was no timeline/plan to improve it. He reported that we should not expect service to improve. When I went to cancel service at their office, office staff acknowledged that they had serious issues in the area, and were apologetic. They reported that they would put a note to credit the last month's bill. No credit has been provided.
Business Response
Date: 11/01/2023
We will honor the local office's offer to apply credit for the final charges. $113.77 was credited today.
Initial Complaint
Date:10/26/2023
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.
I simply contacted astound broadband about my bill and ask why it seems like it keeps going up and they simply refused to help me out even after I confirmed my account with them! Every month it seems like my bill is creeping up more and more and Im tired of it
Business Response
Date: 10/27/2023
The monthly rate for is ************ package, Starz, 1Gig internet and equipment is $312.79. $358.82 was due 9/19 as a 12 month promotional offer applied 08/26/2022 expired 08/26/2023. We only received 09/15/2023 ******* and did not receive an additional payment to cover the outstanding balance until 09/29/2023 *******, which was after a new statement generated. This caused a $15 late fee to be applied to the statement due 10/20/2023 for a total balance of 569.05. Between 9/29 and 10/26, we received total payments of $469.05, so a $100 balance carried over to the statement that generated 10/26/2023 and this statement, due 11/19/2023 also includes a $15 late fee. As a courtesy, I have removed $30 in late fees and $391.70 (which includes a carry-over balance) is due by 11/19. Going forward, if this amount is paid on time, $312.79 will be the monthly amount including estimated taxes and fees for 12 months, as new promotions were applied 10/26/23.
Customer Answer
Date: 10/27/2023
I have paid more then ****** I am just tired of my bill going up and last paycheck my job messed up everyone paychecks so I couldnt make a payment. They need to do more then ***** removed sorry but I need more then this
Customer Answer
Date: 11/01/2023

Complaint: 20787041

I am rejecting this response because: I have paid when I could and just recently as u see in the picture attached I sent ****** out and I am sorry dang near ****** for cable is crazy you guys need to make it cheaper people have others bills when I first got it I was paying ****** and now I went all the way up to ****** a month I want my bill lowered

Sincerely,

*****************************
Initial Complaint
Date:10/16/2023
Type:Billing 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 reached out to a chat agent to set up a promise to pay for a past due amount of $160 on 10/05; the promise to pay was set for 10/13. The agent confirmed the payment amount i needed to pay was $160 to maintain services.I paid $161 plus a $1 service charge on 10/13/2023 as promised.On 10/16/2023 my services were suspended for not paying the other bill due of $194.07. The agent never informed me of this amount to be paid as well to maintain services, and I was also forced to pay an additional $40 reconnection fee. I spoke to a chat agent today who did apologize for the misinformation but said they could not waive the reconnection fee and also started their manager could not either. All I am asking is for the $40 fee to be waived in order to right their wrong for providing incorrect information
Business Response
Date: 10/20/2023
We sent the following notice 9/15:
Dear ***********************,
This is a friendly reminder that your account with **********************, powered by Wave is past due in the amount of $160.44. If
payment is not processed before 10/06/23 your service(s) will be suspended. Should your service be suspended, you will be billed a
$40.00 restoral fee. A breakdown of your past due balance is as follows:

Data Services $160.44 Suspension 10/06/23 Termination 10/18/23
No payment was made until 10/13/2023 for $162.00.
Customer Answer
Date: 10/20/2023

Complaint: 20738901

I am rejecting this response because:
I have attached a discussion with the chat agent who set up my promise to pay on 10/05/2023 set for 10/13/2023 in the amount of $160.44. This agent only advised of that amount being paid by that date and no discussion of an additional amount needed in order to avoid disconnection happened. The promise to pay should have been honored and i should not have had my services disconnected.
Sincerely,

***********************
Customer Answer
Date: 10/24/2023
I made another attempt to resolve the issue directly with astound, this attempt was successful. The agent that answered was very apologetic and helpful. She advised that the system didnt recognize the promise to pay which resulted in it thinking my account was past due and caused the service to be shut off. Due to this error she was able to remove the $40 fee.
Business Response
Date: 10/25/2023
The restoral $40 fee was removed
Customer Answer
Date: 10/26/2023

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:10/13/2023
Type:Billing 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.
My account was setup on Autopay... On 09/30 my account was charged a $25 fee because the auto payment didn't go through (I had a new **** card issued on the same account with a different expiration date)4 days later, they charge another $25 fee for the autopayment not going through... I never received notice of the auto payments not going through... I did receive a new bill though and noticed it was much higher because of the $50 added on...When I called and spoke to ******* then ******* - the Supervisor; I was advised that they will only credit one fee and nothing else....$50 in fees within a 4 day time period and no notice of the charge not going through??Then then said they will no longer accept a **** credit card on my account.... Which I dont believe they can legally do... That would violate their merchant agreement with *******
Business Response
Date: 10/20/2023
The automatic payment due 07/29/2023 was rejected and the payment was made 08/09/2023. The rejected Autopayment resulted in a charge of $25 which was waived 10/12/2023 7:57 pm. Another Automatic payment 09/29/2023 was rejected and the payment 10/03/2023 was rejected as well. This resulted in an additional $50 autopay denial fees. As a courtesy, we have applied credit for the additional 2 Autopay denial fees, but will not be able to extend this courtesy in the future. We notify all customers on page 2 of the statement each month of the charge for a returned or declined payment. There is a -$21.96 credit towards the statement due 11/29/2023.
Customer Answer
Date: 10/20/2023

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,

*************************

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