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:08/11/2023
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.
In November 2021 my husband and I moved into the apartment complex ********************* **********************************************************. At the request of the apartment complex we placed an order for internet service equipment at service address ***************************************************************** from Astound Broadband (then Wave). The internet service was/is provided by and paid by the apartment complex. Upon moving out of the apartment complex we were informed to leave the internet equipment as it was to be retained by *********************.In June 2023 we received a bill for $120 for non return of equipment from Astound Broadband. As the equipment is still in use by *********************, and due to the fact that the service account is paid by Four Pines this bill is in error. As the equipment is still in use, this bill for $120 should be void. If Astound Broadband requires the equipment to be returned the request needs to be redirected to the owners of the account - ********************* and the $120 bill sent to us should be voided.I have contacted Astound Broadband and was given dispute reference ******* however we have received no communication regarding this dispute and requests for payment continue to be sent. The representative of ********************* have also attempted to contact Astound Broadband again with no resolution offered.If this BBB complaint is not addressed we will be forced to request a hearing with WUTC and seek legal representation against threats of collections made by Astound Broadband.
Business Response
Date: 08/18/2023
All customers including customers in properties that cover service charges are responsible for unreturned equipment. The modem/router were never returned after the installation 11/23/2021 and disconnection Wed, Jun 21, 2023. If the property management requested the equipment be left for their use, please contact them and explain that the equipment needs to be returned. The charge of $120 for the unreturned equipment will remain until the equipment is returned.
Customer Answer
Date: 08/18/2023

Complaint: 20456736

I am rejecting this response because: my complaint was not read/understood. The equipment is still in use by the apartment complex. Customers are responsible for the return of the equipment and the customer is the Four Pines Apartment complex.
To the astound representative who responded to this complaint. You neglected to add your name and direct contact information. This is needed for us to escalate this complaint. I look forward to receiving that information.

Thank you,

***************************
Business Response
Date: 08/25/2023
Each tenant is responsible for the equipment rental with bulk service agreements. The equipment must be returned to Astound or unreturned equipment charges will remain outstanding. Please feel free to email ***** at ******************************************** however, the charge will not be removed until equipment is returned to Astound.
Initial Complaint
Date:08/05/2023
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.
On my July bill I noticed a random $300 charge. After several attempts to speak with someone who knew what the charge might before, I found it was a charge for equipment. The thing is they showed up august or September of 2018 to install internet and cable. I told the technician I didnt want cable only internet. He didnt install the cable box now Astound wants to charge me for not returning equipment that was never installed or left in my Possession. They said there is nothing they can do for me and the charge remains. They refused to let me speak to upper management. Sadly we have no other options for internet in my area or I would have left their company long ago.
Business Response
Date: 08/08/2023
Wave previously rendered cable service to this account (see attached statement) and we have no record of the cable box being returned, so the customer is charged for unreturned equipment until the TiVo box with serial number ************ is returned.
Customer Answer
Date: 08/08/2023

Complaint: 20428384

I am rejecting this response because: when we signed up for internet service we were told we could not get internet service without having cable. So we got both however when the tech was on site I didnt want to be responsible for a product we werent using so I rejected getting the box installed. The tech took the box with him. We have never had a box in our home.

Sincerely,

***********************
Business Response
Date: 08/18/2023
The TiVo was plugged in and receiving a signal from us as recently as 7/28/2023, as shown in the attachment. We would not be able to send a signal to the equipment if it were not linked with this account and connected to power and coaxial cable.
Customer Answer
Date: 08/25/2023

Complaint: 20428384

I am rejecting this response because: I do not have a TiVo in my home. The only two pieces of equipment in my home from your company is the modem and router. According to your rep that o spoke with back in early July they could tell I had not had cable service with you since starting service at this address. If I am missing something please send your tech to my home to retrieve said equipment. But we only use streaming devices. No one in my home has attempted to watch cable on a TiVo, since Im not supposed to be paying for anything but internet from your company and if I am I would like to know why. I dont use your cable services. I dont have your TiVo please schedule a time to come to my home and pick it up. And to top that off why are you charging me $300 non return fee if I am still using it?! Your company is confusing me!

Sincerely,

***********************
Business Response
Date: 09/08/2023
A TiVo box was installed the same date the modem was installed, when Wave provided cable service to this location. Please see the attached statement where cable services existed. Cable was removed 08/21/2019 but the box was not returned. Please feel free to call us 24/7 at ************** to schedule a technician to pick up the equipment if needed.
Customer Answer
Date: 09/11/2023

Complaint: 20428384

I am rejecting this response because:

I dont not nor have I ever had a TiVo in my home. I have asked your company multiple times to come and pick up the box if they can find it. I have no idea where the box is.
Your company stated that the box received signal as recently as 7/2023. However, you now state I havent had cable(the cable you forced me to get in order to receive internet from your company) since 2019.
please by all means lets schedule a time for you to come find the TiVo at my home. I would love to know where it is.

Sincerely,

***********************
Business Response
Date: 09/15/2023
Customers are responsible for unreturned equipment. You may call us 24/7 at ************** to schedule a technician to pick up equipment or provide details on where and when the TiVo equipment was returned.
Initial Complaint
Date:08/02/2023
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.
Company keeps increasing pricing without warning. I'm being charged $80/ month for a service they are promoting for $25/month. This is extortion. They only way they can even "look up offers" is if I pay their extortion fees first. It's all a game to ******* the maximum dollars out of their existing customer base. Unethical and deceptive.
Business Response
Date: 08/08/2023
A 3 year pricing structure, no contract promotional offer applied 06/04/2022 is now in the second year of pricing from a previous rate of $64.82 for 12 months to $81.12. We have not received a payment since 05/06/2023 so a total outstanding balance of $272.36 is owed for service through 09/03/2023
Customer Answer
Date: 08/08/2023

Complaint: 20415300

I am rejecting this response because:
This company continuously makes me fight for fair pricing. I avoided making the phone calls and deal with the billing issilue is because this company always objection handles me with some script and it take forever to get through to someone that will do anything. For years they have been s******* with my bill and honestly can't seem to get much straight regarding my account. I never signed anything saying I was in a "3 year promotional" rate that increases year over year. I delibertly do not allow wave/astound to have my billing information because they mess with their pricing without warning ALL THE ***** I have not paid my current bill because the bill went up without warning and I'm not going to be extorted. I run a painting business and have not had time to deal with the ridiculous nonsense of being ripped off by my ISP. I would rather not have internet than be extorted.

Sincerely,

*************************
Initial Complaint
Date:07/25/2023
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.
The company (Astound Broadband) is providing us with cable TV and internet service and has delivered a new cable line which needs to be buried as all utilities to our home are underground. Astound has outsourced their field services to a company called Charter Spectrum, who acts on behalf of Astound as an authorized contractor who has arrived at our home on more than two occasions to bury the new cable without contacting *****. ***** is a company that comes out to mark/identify existing buried utilities free of charge as required under ******** law so that existing infrastructure is not compromised/damaged, interrupting services or causing physical harm to personnel who dig. On all three occasions, Charter Spectrum personnel arrive and attempt to dig without any having contacted *****. I have spoken with Astound management twice (2 times), explaining the problem and every time told that they understand the issue and will have it done correctly going forward. This has NOT happened....NEVER. I was informed by ******************** that I cannot contact ***** to request a utility marking on Astound or Charter Spectrum's behalf so, NOTHING gets done.
Business Response
Date: 08/02/2023
The drop bury crew was scheduled to be onsite today at 1PM cst to take care of this issue.
Customer Answer
Date: 08/07/2023

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:07/24/2023
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.
Pay every month for a service that doesn't work every month called Astound/Wave spoke to someone who kept telling me to unplug modem. Prior to my phone call I did unplug modem but it didn't help. The internet is a constant issue. They take our money but don't want to solve the problem. I simply want a credit for today since the internet is constantly going in and out. It's been like this since 6am PDT. Having this lack of constant paid for service has me going into the office on a daily basis so I can work. My office is closed today due to other reasons so I'm working from home. Working from home today is not going well because the internet keeps going in and out and I can't get any work done.
Business Response
Date: 07/27/2023
We are unable to find an account with this name or phone number. Please reach out to us at ************** 24/7 for assistance.
Customer Answer
Date: 07/27/2023

Complaint: 20369809

I am rejecting this response because: The account is under ******************

Sincerely,

***************************
Customer Answer
Date: 08/03/2023
I have tried calling customer service and I keep getting the same run around. It's the service that doesn't work, out modem is fine. We are still not getting the service we are paying for. Either I'm on hold for 45 minutes (as if I'm placed in la la land where nobody is then the phone disconnects), told to check modem by unplugging it and/or disconnect all plugs and wires connected to the modem or whatever excuse they decide to give or read from a card. I simply want to be reimbursed for the non service that's it. I don't think its ethical to bill someone for something they are not getting. Thank you.
Business Response
Date: 08/08/2023
The modem connection history is attached which shows a loss of signal to the modem 4 times within the last month. We suggest scheduling a technician visit to determine what the cause of the intermittent signal is. **************** is available 24/7 at **************.
Customer Answer
Date: 08/08/2023

Complaint: 20369809

I am rejecting this response because: I can't not afford to take time off work to wait for a 4 hour window for a tech to come out then, wait until he's done doing what he needs to do. I will not get paid for this time that I am missing work. I am not fortunate enough to work from home either. No offer was mentioned to refund for the outages that is in Astounds report either, poor customer service. In the past when I call, a refund is given not a run around of keep unplugging modem and plugging it back in. What happened to listening to the customer and helping them instead of placing them on a la la land hold for over 45 minutes? The modem is brand new. We are not the only ones having issues, I'm just the only one reporting it. It is hit or miss when the service works or not. There is no set time when this happens. *********** last night and service was going in and out for 5 minutes. Being a long time paying customer I know it's a service issue. Unfortunately, the area I live in only offers Astound or I would cancel it because I know there are better customer service providers as well as service providers. So, the only offer Astound is offering is for me to call a tech and wait while not get paid for it because of missing work then, pay for a service fee and pay for service that is being paid for but not getting? Thank you.

Business Response
Date: 08/18/2023
We offer convenient 2 hour time frames for technician visits. With the customer-owned modem, we are unable to issue credit for service issues at this time, as a technician should be scheduled in order to determine if the issue is on our end or with the customer-owned equipment (for which, we would not apply credit).
Customer Answer
Date: 08/25/2023

Complaint: 20369809

I am rejecting this response because: Well, we were told a completely different thing regarding a owned modem. Great information you provide to customers when they ask. I guess it depends on who you talk to when a person calls in and if they want to help and do their job or not. That's fine. So we are stuck, got it.
Initial Complaint
Date:07/18/2023
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.
So on May 22 2023 I made a payment to wave internet on the 23 of may ***** they charged me a $40 restoration fee even though my internet was not disconnected and was working just fine June 21 2023 I made a payment June ************************************************************************************************************ $80 in fees for what I called today on July 18 2023 The representative told something soft disconnected which they never disclose they come with scamming term to make money and charge their residents When I had chatted with their representative by the name ********* around June 9 she told payment had to be made by the ********************************************* connected , if its disconnected and I paid the fee after I understand it when I made the payment it was connected still and payment showed up on my account immediately Do you know how I know it showed up immediately cause at times my service would be disconnected and I would make a payment within a few minutes internet would be back on and the payment would show up on the account immediately So again they got the payment the same day Ive had this dang internet for 3 years all over sudden I was wipe from the system and I became a new customer So I want ********************** to take their $80 of my bill that charge for no reason Representative told they will remove the scamming charge wave added until I paid pass due balance It used to be when your service is disconnected to add the fees now they are adding prior to being disconnected with something call soft disconnected I will seek a lawyer help cause this is fraud
Business Response
Date: 07/19/2023
We sent the attached non-pay suspension notices. $40 restoral fees were applied when payments were not made on/before the dates listed on the notices. On 07/18/2023, a representative offered to apply credit for 1 of the restoral fees but the customer ended the call. As a one time courtesy, we will apply $40 credit for one of these fees, although they are valid.
Customer Answer
Date: 07/19/2023

Complaint: 20338818

I am rejecting this response because:
Wave Broadband is lying about the payments I want all 80 gone
I have the chat history where representative told me to make a payment by the 22 of June which I did and I did the same on May but they come up with the excuse of soft disconnected as a scam it is not valid my internet was not disconnected additional when they sent that notice on May 5 it only stated I have an overdue account
so yeah I did pay before they disconnected everything but they refused to listen I have the emails and screenshots of when I make the payment and how they posted the same day
false advertising, lies so they can charge people and based on the amount of complaints I saw Im not the only one dealing with thayb
Tmobile only charge you when your account is disconnected and you make a payment after not prior
wave is a scam I want them to remove both $40 or I dont care Ill see a lawyer advice

Sincerely,

*********************************
Initial Complaint
Date:07/12/2023
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 have had unreliable internet service for many many months. Astound has sent technicians to my house 3 times, all without finding anything wrong, yet my disruptive internet continues to the point where I am not able to do my job effectively. I work from home, spend lots of time on Zoom/Teams calls with customer, presenting materials and demo'ing products. There is no way I should pay hard earned money for this service that clearly they cannot provide. I have relentlessly contacted them, over and over, with no fixing my issues. How can I continue to be charged for this service that does not perform? Makes absolutely no sense to me.
Business Response
Date: 07/18/2023
We were notified by the customer of an issue 6/1 and completed a technician visit 6/4. Previous to this, a technician visit was completed 10/07/2022 where the drop wire was replaced and we are unable to see any other completed technician visits between 09/16/2021 and now. A new customer owned modem was added 7/13 and the signal has not been lost to the modem since it was replaced. Please see the attached screenshot. We have applied credit for service charges between 6/1 and 6/4.
Initial Complaint
Date:07/11/2023
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 have attempted to move away from my current apartment, and in doing so, told Astound I no longer want their service. They are now telling me to pay a little under 600 for "missing equipment". I was definitely willing to give them this equipment - my old apartment building's management (************************, get them involved if you must) refuses to let them up to go retrieve it. I do not have a key anymore, I cannot get it. I suspect ******* may have thrown out this equipment without my permission. Why am I being punished for my landlord's mistake? Why is it that after several very long phone calls I am still being told to pony up? I don't have that kind of money to spend on something that, let's be real, they hardly take good care of themselves. I have heard many accounts of this business trying to scam people out of money. I paid them for every month I was in service. I don't find it fair to pay them 5 or 6 times a month's service for what isn't my fault. I want them to remove the charge and to stop bothering me - I don't live in their area anymore.
Business Response
Date: 07/18/2023
Customers are responsible for returning equipment or we do charge unreturned equipment fees. We scheduled a technician on 7/7 to come out and pick up equipment, however, the leasing office denied ************** access and we charged $124.80 for the visit. We did apply credit for the technician visit charge but the equipment charges are valid and will remain until the eeros and modem are returned.
Initial Complaint
Date:07/08/2023
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'm having serious issues with my ISP, Astound Broadband. I pay for Gigabit (***** Mb/s) internet but only get ***** Mbps. When I contacted their support, they insisted the issue was my modem, ignoring clear evidence that it was their service. Their "solution" was to send a technician for $79.95 or enroll me in a monthly service protection plan for $4.95, both adding extra costs to me. They suggested their own modem would solve the issue, but never stated this need when I signed up. Their EERO equipment, they say, guarantees speed, but it isn't even rated for Gigabit, it is rated for 350 Mb/s. If one reads the full disclaimer: *****************************************************************, it says they will be provided Eero Base and Eero Beacon. Eero beacon *********************************. Their associates couldn't clarify any of it for me.They ignored my request to prorate my bill for the inferior service. Feels like I was tricked into a deal they can't deliver, with their "solution" just about getting more money from me. I need your help in getting the service I pay for or at least having my bill reflect the real speed I'm getting. I also hope Astound improves their support process and communicates honestly about their service and equipment.
Business Response
Date: 07/12/2023
Attached are the speed test results from 7/8. We do not guarantee wireless speed, however, these tests appear to have been run on a desktop. Please call us 24/7 at ************** to schedule a technician visit so we can determine what is causing an issue with the speed. If the technician determines the issue is the customer's own modem or devices, there would be a charge for the visit unless the customer subscribes to the service protection plan for $4.95/month.
Initial Complaint
Date:07/02/2023
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.
On June 30, 2023 we canceled this service and was told the remaining bill was $70.79 from a representative in person at the ********, ****** location. This was paid in full. On July 1, 2023 a 1 cent charge was on the account. When talking with customer service the female rep was asked if this 1 cent charge could be adjusted as the in person rep gave the original charge amount. This rep said she did not understand and then ended the online chat with my wife.For the past 6 months the business has been charging a fee to make payments by internet/debit card/checking account. They did not charge an in person charge when making the what we thought was the final payment. Now for 1 cent we will be charged an additional fee even when the in person rep gave us the amount that was paid in full. There is nothing in the terms or agreement indicating there are any fees associated with making electronic payment and the rep on the online chat said there is no charge to make payment. This obviously is not the case and fraud. This company continues to cheat customers with horrible service, increases or charges and fees not explained and has no accountability toward customers. I would like to have the BBB also send a copy of this complaint to the **** the *** and the *************** ************************ for information and review of this companies deceptive and fraudulent practices.
Business Response
Date: 07/06/2023
We are unable to find an account that matches the name and phone number provided within the complaint and no complaint address has been listed.

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