Complaints

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

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  Astound Broadband powered by Wave

  24171 NE State Highway 3 Belfair, WA 98528

• 

  Astound Broadband powered by Wave

  353 NW 2nd Ave Canby, OR 97013-3625

• 

  Astound Broadband powered by Wave

  40 NE Spring Ave Depoe Bay, OR 97341-1963

• 

  Astound Broadband powered by Wave

  36653 Highway 26 Sandy, OR 97055-7210

• 

  Astound Broadband powered by Wave

  430 S Bridge St Sheridan, OR 97378-1810

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:06/26/2023

  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 knew that I owed them money as my is past due. Last week they told me that it would be shut off and then suddenly tonight with no warning I was having problems with getting a tv program that I wanted to watch and so I called them up and got a recording that said "your service has been suspended" and I knew it was not as I can still get music etc. and if it was shut off I would not be able to get that. Plus my internet is still working and the both of them are with the same company. So I attempted to call them up because the recording also said that my bill was $800 and just last week they told me it was $400 so I tried to call them up and ask them why my bill suddenly doubled within a few days. They would not answer so I thought I would go online and when I tried to do that I could not remember my account number with them. I don't recall getting a bill from them except maybe once so I was also going to tell them that I need a bill before paying any of it. And now that I see what others have had to deal with them I am wow! It is a good thing I found out what kind of company before i get into anymore deals with them. I thought they were a good company and now I see that they are definitely not. So I would liike a bill from them to see what I do actually owe and also for you guys to intervene. I will not pay a $800 bill that was only $400 last week. That is fishy.

  Business Response

  Date: 06/28/2023

  $800.41 is owed for service from 3/24/2023 to 07/23/2023. We have never received payment for services rendered to this account. 
  

  Customer Answer

  Date: 07/27/2023

   

  I do wish to reopen this complaint as other things have happened and the business did not satisfactorily take care of it.  

   

  Since it was closed the business doubled my amount that I supposedly owe them without a single bill and now they have raised that amount to over $900 for no reason.  Plus they have been playing games with my internet service like I have trouble getting into some of my websites and one day I could not get into 4 or 5 of them and one of them was my bank and when I called the bank they said to check with the internet company.  Since then I have had trouble getting into my school account which I need for school and then today I had to go to the VA's ****** to use their computers because of Wave s******* things up again.  

   

  I am bringing my equipment back as soon as I get hooked with another provider and these guys need to give me something in writing that I did return it.  I have found out that they have done the same thing to other people too who had them for internet service.  

   

  I will not give them any money until they send me a bill describing whatever I owe them from  the date that I first started my service with them.  And I will not continue paying for the tv service when they shut me off and the one bill that I did finally get from them they are trying to charge me for the *** part and that is just crazy.  I do not pay them for that.  I don't know what their problem is but they need to straighten things up.  I will not tolerate such nonsense.  They are a very crooked company and anyone who has dealt with them knows this.  

   

  They need to answer me as soon as possible.  

   

  **********************; 

  Business Response

  Date: 08/02/2023

  Equipment was removed from the account 08/01/2023 and the total outstanding balance for service charges 3/24-6/26 is $503.92
  
  

• Initial Complaint

  Date:06/19/2023

  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.

  This internet company has been unreliable to the point of not being able to use the internet lately up to 5-7x per day. We work from home and rely on the predatory provider to blame its consumers and threaten to charge to send technicians out when the issue is on their end. There are countless times where we call and report outages and they state there is nothing wrong on their end, or refuse to do anything despite its message boards show outages all over in *******. We contacted them today and asked for an adjustment and they were unwilling to offer any credit even though we rely constantly on hotspot internet to take its place when they are constantly out. This company needs to be investigated because they are taking advantage of customers that only have one choice in the area for their internet based on their home address. Please assist in making this company respond to these issues. We are seeking an account credit for this month of $65. We are using other companies for hot spot because the internet goes out so often while we work from home.

  Business Response

  Date: 06/28/2023

  The connection to the modem has not been lost within the recent history, if the issues persist, we suggest to call ************** and schedule a technician visit.

• Initial Complaint

  Date:06/19/2023

  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 have had gig services from Astound for years, around 2 or 3 years. I paid for professional installation and was supposed to be getting gig service. Come to find out after calling because of an outage, the modem I am renting from Astound, set up by their technician, can only handle 300mbps. I paid for professional installation for gig services with EERO. So I've been paying $153 a month for services that the modem they set me up with can't even handle. I have received a credit of $50 but that doesn't even begin to cover the funds I have paid for services not rendered. I feel I am owed much more than $50.

  Business Response

  Date: 06/28/2023

  The modem installed at  ******************************************************************************** is capable of handling speeds of ****mbps. The eero router shows speed test history results ranging from 238MBPS to 938MBPS in June 2023. 

• Initial Complaint

  Date:05/31/2023

  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.

  I cancelled my Wave broadband service around 3/7/2023 and promptly returned the equipment within a week from cancellation. I had my account set up for automatic payments from my credit card. Wave has 2 of my credit cards on file. Today, over 2 months later, I found out that I was sent to collections for about $150. Here's what happened:- Wave suspended my automatic payments, which is not expected;- Wave charged me $149.19 (pro-rated service), which is expected;- Wave charged me $300 for unreturned equipment, which is not expected;- After a couple weeks, they issued another statement crediting the equipment, so now my debt is $149.19;- After 2 months they never sent any written communication, just emails about outstanding balance, which I didn't read, since my business with them had ended and the only emails that I was getting from them was asking me to come back;- They never informed during the disconnection process me that the last payment had to be made manually.When I set up automatic payments and give Wave authorization to charge any of my 2 credit cards for my balances, it's expected that every charge will be posted to my credit card. Yet, right after I disconnected the service Wave refrained from charging the cards and preferred to keep a rolling balance, without any material communication or not showing any interest in receiving the payments. They never called or sent me paper mail. Instead, they sent me to a collection agency.Only then I realized there was a debt on my account. I went online and made the payment immediately, but I still had to go to the collections agency myself and give them a lot of personal information before I could report that the payment was made.This shows a bad business practice/process. If Wave desires to not post automatic payments after service disconnection, the logic thing is that they also refrain from using electronic mail and default to paper statements sent to home address.

  Business Response

  Date: 07/23/2024

  ON 2/16/24 AutoPay Denial Report - Unassigned MOP - Reason for Decline: 302 - Credit Floor (insufficient funds). On 2/23/24,03/09/24,3/23/24, 4/23/24 bills generated and were sent to customer. On 05/03/24 a final letter was sent. We do apologize the customer did not see the bills sent.

• Initial Complaint

  Date:05/31/2023

  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.

  We have been a customer since August 2022. We use our own Modem, but we use the internet service provided by Astound Broadband. Between April and May of 2023 we started getting some problems with our internet service. For no apparent reason our modem would reboot by itself. So I contacted Astound Broadband to fix the problem. They sent a signal to the modem and saw that it had 100% packet loss. So they sent a technician to fix the problem. The technician came over in April and could not fix the problem. Eventually the internet came back on days later. We had no internet for about a week. Then the modem worked for a week, but subsequently decided to reboot again by itself. I tried getting a technician in again, but the waiting period was about a week. Then a few days before the tech was supposed to arrive the internet started working again. So I cancelled the tech to avoid paying a call out fee, however as soon as the representative on the line cancelled the appointment, the internet went down again while I was on the line with him. Then I tried to set up an appointment with a modem from Astound, so that we could compare the modems (perhaps a problem with my modem). They were suppose to arrive on the WED 24th May but no one arrived. I phoned to find out why, they told me that a tech had arrived and installed a new modem on the MON 22nd May, which did not happen. I also complained that we have had at least 1 week of no internet in this period of time, but they still charged ** the full monthly fee in MAY. After a long conversation, the representative said they would give ** credit for the days of lost internet. We are now waiting for the June bill to see if that is truly the case. We are also waiting for them to phone me and set up an appointment to send a experienced technician to hopefully fix the problem

  Business Response

  Date: 06/13/2023

  The recent modem connection history does not indicate any loss of signal to the modem (attached) and the technician determined that during a visit 06/07/2023 there was bad customer equipment which makes the technician visit a chargeable visit and ************** visit fee is $79.95. $41.49 in service charges have been credited to the account between the middle and end of May. 
  

  Customer Answer

  Date: 06/14/2023

   
  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,
  
  Cieron Faerch

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising 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 first contacted the business on 05/15 regarding my upcoming move on 5/20. Originally I was actually dismayed when I learned they did not provide service at the new address I was moving into, since I had liked them. So I scheduled for a service cancellation on 5/20 (see screenshot IMG_8372) as the customer service advised. The representative promised that the service wouldve ended on 5/20 and I would get prorated bill for only the days that I used their service. When I checked back again on 5/26 I didnt see any updates/adjusted bills from the business but only the old bill for the full monthly service from 4/29-5/28. I contacted Astound again to double check that I cancelled the plan in time. They confirmed it (see IMG_8373), assuring that I would receive a final bill soon with proration, and I should wait for it before making any payment. However, when I checked again on 5/30, I received a new bill of $174 for the June ******** indicating that they had NEVER cancelled the service. They also had the AUDACITY to charge me $15 late fee when they explicitly told me I should NOT make a payment in the first place. When I reached out to the customer ******** they waived the late fee for me. However they accused me of canceling the service on 5/30 instead of 5/20, even after I showed them the proof of previous chats with their representatives (IMG_8374). They said there was nothing they can do but theyll try to open a case for me, although they couldnt EVEN give me a case number so I can track it. This incident was ridiculous and I have never experienced anything like this from any internet provider in the past. I demand a formal debriefing for HOW ON EARTH this could have happened and I DEMAND waiving of the final bill for all the headaches I had to deal with. And needless to say I am not going to go back to this internet provider. Period.

  Business Response

  Date: 06/13/2023

  Billing ended on Sat, May 20, 2023 and a prorated amount of $51.77 is owed for service charges from 04/29/2023 to 05/23/2023. The bill paid 04/20/2023 was for service 3/29/2023 through 04/28/2023 and the late fee for the statement that was due 05/21/2023, which was not paid was already waived. 
  

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20123792
  
  I am rejecting this response because:
  

  The agreed service end date was 5/20/2023, per the customer service chat record. Why did you say the service end date was 5/23?

  Please revise the bill to include service only up to 5/20.

  Sincerely,
  
  Zhengdai **

  Business Response

  Date: 06/15/2023

  An adjustment has been applied for May 20-May 23, leaving a balance owed totaling $41.10
  

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I don't find that this resolution matches up to my original proposal, but at least it is fair.

  I regret to inform the business that they have lost me as a customer for the foreseeable future.

  Zhengdai Hu

• Initial Complaint

  Date:05/24/2023

  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.

  I have been having daily connectivity issues with my home internet for over a year. Astound refuses to do anything other than send someone to my home which has not found ANY error at my home. The issue is within their infrastructure. I have been told they will escalate the issue more times than I can count and that I will receive a call back from whoever they escalate it to, and I have never been contacted. When I ask about the escalation, they say we don't see that it has ever been escalated. They want to charge a service call fee every time they come to my home, so it makes them MORE money to not fix the problem. The problem isn't at my home, they need to do something different and actually solve this problem. I have no other option for home internet, so they have a monopoly and are abusing their customers. I'm not the only one in my neighborhood with this issue.

  Business Response

  Date: 06/30/2023

  Astound's Response:
  We charge for a technician visit if the technician determines the issue is with the customer's own devices or wiring. There have not been any interruptions in the signal to this customer's modem within the recent history. The last technician visit scheduled on 5/18 for   05/20/2023 **** was canceled. The customer needs to call us at ************** 24/7 in order to troubleshoot when they are experiencing a connection issue. 
  

  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20100740
  
  I am rejecting this response because: My internet went down the other night and continues to be intermittent at best.  This is an ongoing problem, and I have never canceled a service technician.  They are lying.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/23/2023

  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.

  I had been a member of WAVE broadband, now called Astound broadband for last 7 years. Initially I had signed up for TIVO for the first year and later discontinued the service after a few months. I continued with WAVE broadband later and had bought my own router. When I discontinue TIVO- returned all the equipment which they accounted for during that time.Recently when I tried to disconnect WAVE/ASTOUND broadband- they stated that I had a piece of equipment (some sort of router) that I had to return or they would charge me $50/-. Although I informed them that I did not have any such equipment, they said that it was on my account- never noted on any bill for last 6 years, would not give me a photo of how the device looked like, stated clearly that they had discontinued using that particular device but according to their rules- I should return it or deal with $50/-penalty. They gave me no other option and after I ended the service- billed my credit card $50/ on 3/20/23.This is unfair practice as there never was a previous reminder about the device, the device was never listed on any of the bill for last 6 years and only mentioned when I discontinued the services. I could also not buy and replace it as they said the device was discontinued and they no longer used it anymore. They could also not provide me with any evidence that I had it in the past stating that the bill was probably 6 years ago and they could not provide that information as well.Account information- *************** I would appreciate if they refund the $50/- fee and keep their customers informed of any pending devices on their regular bills.

  Customer Answer

  Date: 05/23/2023

  I later called the company- Astound one more time and the customer service rep resolved the issues and refunded the money.
  Please see if you can remove the complaint as issue is now resolved.

• Initial Complaint

  Date:05/15/2023

  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.

  05/15/2023 Paid ***** Their automated system indicated that only this amount was due, so I paid it. After paying, the system said there was another balance due. There is a **** charge to pay this. When speaking to ****** in customer service, she indicated that they could not wave the **** fee so I could pay the other amount that was not indicated until I had already paid a **** fee. For a system mistake on their end, I find this completely unacceptable. There have been nothing but problems from this company since it switched from Wow to Astound. A customer should not be penalized for a companies system's mistake. If it had been my fault in any way, that would've been different. They also have not sent me any statements in the mail for awhile, even though this was also supposed to have been corrected, so I trusted their phone system to give me the correct information.

  Business Response

  Date: 05/18/2023

  Customer has chosen ********** *****************-care in their online account, they will need to unenroll or we can do it for them. That is why no statements have been mailed.
  Statements are available in the online account and are emailed to the customer. It is the customers responsibility to review them.
  Balance was $101.00 on 5/3. Past Due Balance that was Due $50.00.Total Current Charges - Due 05/31 $***** (still owed). This is why there was still a balance of ***** after they paid the past due of 50.00.
  
  
  Payment convenience fee information is listed on our website. It is free to pay in office, RCN mobile app and by mail.
  ***********************************************************************
  Astound provided advanced notice about Convenience Fee changes presented on all customers billing statement 9/8/2022
  "IMPORTANT INFORMATION" The following one time charge fees will be updated as follows:
  Payment Convenience Fee (via Chat or Automated Response Unit) will be $2.95.
  Payment by Agent Assistance Fee (via Chat or Representative) will be $9.95.
  Payment by Web Convenience Fee (via astound.com) will be $1.00
  *Free to pay in office, mobile app and by mail.

• Initial Complaint

  Date:05/09/2023

  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.

  After being a wave/astound customer for over 2 years, they suddenly raised my monthly internet pricing to nearly double what it had been. I called to see if they can do a discount since it was way more expensive than my two other isp options but they offered a insulting $2 per month discount so I flat out said, please cancel my account at the end of this billing cycle. He confirmed the dates which were at the end of the month. I clearly asked him to confirm I wont have any more bills after this one. Then the rep accidently disconnected my service that same day so I had to call a second time. The end of the month came around and I saw a balance due so I called and asked to confirm if I owed anything to which the rep said no just ignore the payment due since I cancelled. Fast forward, they send my account to collections for the increase monthly price difference which I had never agreed to.

  Business Response

  Date: 05/17/2023

  Left a couple voice messages.
  
  Billing is valid, customer owes *****
  **/**/2022 Paid *****, which covered bill cycle 11/30/2022 -12/29/2022.
  
  Next amount was for bill cycle 12/30/2022 -01/29/2023 of 114.72
  Since they did not agree to a new discount on 1/19 when they requested the disconnect, prices are at retail for 12/30/2022-01/19/2023.
  Billing was adjusted 1/19-1/29 already that is why the amount due is *****.