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:05/03/2023

  Type:Product 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.

  Hi,I am writing to you to bring to your attention an issue that I have been facing regarding the promotional offer I received upon signing up for Astound broadband internet service in December 2022. As per the promotion, I was entitled to receive a $200 gift card upon meeting all the requirements of the offer and maintaining good account standing.Unfortunately, despite fulfilling all the necessary criteria and maintaining a satisfactory account standing, I have not received the gift card or any correspondence regarding the same. I have checked my spam folder regularly, but there have been no emails regarding the gift card.I have reached out to the customer service team on four separate occasions regarding this matter, but I have yet to receive any follow-up or resolution beyond "a ticket being created" from their end.I kindly request that this issue be looked into and resolved as soon as possible, as it has been several months since the promotion was advertised. I appreciate your attention to this matter and hope for a positive resolution.Thank you for your time.

  Business Response

  Date: 05/09/2023

  I did a quick review for this account and the $200.00 gift card issue is resolved; escalated to ***** (3rd party that fulfills the gift cards) and they are sending him the gift card. Most physical gift cards take 2-3 weeks to arrive in the mail. We called and let him know. We are very sorry for the inconvenience! 

• Initial Complaint

  Date:04/18/2023

  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.

  I had THE WORST experience with them. Long story short, they would schedule dates to install my router and would never show. After the 5th time calling and rescheduling, I literally sat on a chair, outside waiting. They never showed. **************** said, The technicians reported no one was home and had no access inside the home. They called multiple times and no one answered. I literally SAT OUTSIDE ALL DAY for one of my appointments and no one ever came. Phone NEVER rang. I had to go without internet for a MONTH.I finally got internet because I randomly spotted an Astound van in the neighbourhood, and literally flagged the technician down and forced him to come to my home and install whatever router they had in stock in their van. And then they had the audacity to charge me an $89 installation fee! All the technician did was PLUG IN THE ROUTER TO AN OUTLET. I called before and asked them to mail the router to me and I could self-install, but nope, they said it had to be installed by a technician. This business engages in clear deceit and malpractice.

  Business Response

  Date: 04/21/2023

  Per the BBB complaint the customer does not want any further contact by the business.
  
  The ***** trip fee was already waived back in September 2022. I will send feedback about the technicians not showing up at all. We apologize for the inconvenience.

• Initial Complaint

  Date:04/17/2023

  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 moved out from my place with service on 07/14/2022, and I was unable to cancel my internet service online. The internet service hasn't been used since that time.I've attempted to cancel my service several times now, including by stopping auto-payments, with the last attempt being on 04/17/2023.I spoke with Wave's customer support, and they told me they couldn't stop my service unless I paid _them_ at least another $100 (was something like $104, but I forget the exact amount). To date, I've been charged $488.39 on my credit card after moving out (counting the monthly charge of $69.77 from 08/01/2022 onwards).My Wave account number is: *************** Name on the account: ********** Cornwall

  Business Response

  Date: 04/25/2023

  Left messages informing of the following with my direct number to call for any questions.
  
  There are no calls to us at all or about closing the account in the past year.
  It is up to the customer to close the account.
  Customers do not have to pay anything to close the account.
  
  I have canceled the account back to 4/17/23. The bill is pro-rated & credited for 4/17/23-5/14/23 but the past due up till 4/17/23 of ****** is valid.
  Bill cycles 02/15/2023 to 03/14/2023 ***** & 03/15/2023 to 04/17/2023 ***** plus a late fee ***** so 78.54.  
  
  
  There are many options to speak to an agent to close the account.By phone 24/7 at ************.
  Over our chat on our website ************************************************** Mon-Fri:5:00am -9:00pm, Sat: 6:00am - 8:00pm, Sun: 6:00am - 7:00pm.
  We also have agents answering messages sent to our social media on ******** (Astound powered by Wave) and ******* (@Waveconnects) 8am-8pm Mon-Fri & 10am-6pm Sat and Sun.

• Initial Complaint

  Date:04/13/2023

  Type:Product 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 8/12/2021, I returned a rented router to the internet company, Wave Broadband in the *****************, ******. I was given a receipt for surrendering the router, and told that the charges would be dropped for the billing cycle and thereafter. The charges are $20 per month to rent their router, so I bought my own and they programmed it. Over the course of 20 months from August 2021 until present, Wave (now Astound) charged me $20 per month and is now REFUSING to refund the overcharge. They stated that I should have caught the mistake sooner and that it's my fault. I contacted them in January and was issued case #******* and told a refund would be processed. Further, they compared this to a cell phone bill and would only go back 90 days. They overcharged me $400 dollars and they are refusing to remedy. I have the entire script attached.

  Business Response

  Date: 04/21/2023

  Left messages with our direct number. Customers have 180 days/ 6 months to contact us about billing issues. We cannot backdate or credit the difference since they did not contact us until 1/30/23 1 year and 5 months later (from  when the router was returned on 8/12/21). I will credit 6 months at *****, already has a credit of 20.67 4/13 done for 1 month so I will add another ****** credit for 5 more months of charges (20 x 6 =1*****)
  I have added lowest discount available which is ***** for gig speed for 12 months.
  
  
  *****************************************************************************
  Payment of Charges:
  If Customer, in good faith, disputes all or any portion of such charges, Customer must timely pay the undisputed portion of the amount due and notify Wave of disputed amounts, and reasons therefor, within one hundred eighty (180 days/ 6 months) of the invoice date, and any failure to raise such good faith dispute within such time period shall result in a waiver of Customers right to further dispute such charges.

  Customer Answer

  Date: 04/23/2023

   
  Complaint: 19933434
  
  I am rejecting this response because this was not a billing issue, and the original terms of service were with Wave. The overcharge of $400 dollars was recognized in January, when I sought resolution initially. Therefore, the backdate should at minimum be from January. However, since equipment was returned and I was still charged, this is a failure in reconciling internal inventories and not as indicated in billing for services.  A billing error in services is not the same as charging for equipment or goods not received. 
  

  From the ****  If your cable provider charges you, as a subscriber, for services or equipment you did not affirmatively request, you may have experienced "negative option billing." Similar to "cramming" the unauthorized placement of charges on telephone bills - negative option billing burdens customers with the responsibility of contacting a cable company to dispute the charges and obtain refunds.
  Cable operators generally are prohibited from charging a subscriber for any service or equipment that the subscriber did not affirmatively request. A cable subscriber must affirmatively request services (a new premium channel subscription, for example) or equipment that constitute a fundamental change in the nature of an existing service or tier of service before a cable operator may charge a subscriber for them. A cable subscribers failure to refuse a cable operators proposal to provide such service or equipment is not an affirmative request for service or equipment.

  Wave spokesman ************************* said the fees enable our customers to have the very latest required equipment, receive needed upgrades or service, and ensures speed compatibility.

  
  But he also said 99 percent of Waves customers have the option to skip the rental fee and own their own equipment, if they want to.

  i did not request the modem  I returned the modem.  And I was charged.  This is cramming and illegal.

   

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/13/2023

  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.

  **** *********** #*** is my former 1 bedroom condo (sold 03/28; vacated 03/31; now residing at *************************************************************************). I have received a bill from Astound for $355.00 (my regular monthly bill was $69.77. There was no arrearage of the monthly charge. There was no special charge for early termination. Astound/Wave premises this amount on my alleged failure to return two sets of equipment. I have a confirmation from ***** that the single set of equipment I ever had, was delivered to Astound/Wave on 04/06/2023. I brought this to the attention of Astound/Wave on 04/12/2023, by telephone. They insist not only that I did not return the single set of equipment that I ever had in a 1-bedroom condo, they insist that I had two sets of equipment and that neither has been returned. This is error in their records, I demanded to speak with someone with the authority to correct this error during my phone call. I was told that I should call back in 2 or 3 days to pursue the matter further. I believe that this may relate to a double-billing problem I asked BBB's assistance for some years ago (which was resolved in my favor). In addition to BBB's assistance in resolving the present controversy, I ask that the record of my previous complaint regarding this company be retrieved, as it may shed light on this company's error.

  Business Response

  Date: 04/21/2023

  I talked to ******** and went over the following and she is happy with this resolution.
  This customer had another account created in error 209842-01 that is why the equipment is not correct. This should have been corrected back in 2019.
  One router was removed 4/6 and ****** credited back.
  I removed the modem 4/13, the ****** has been credited.
  The other router shows returned but charge of ****** is still there.
  Applied ****** credit to adjust balance to **** and resolve this complaint.
  
  Not able to generate a new bill but the balance is updated to ****
  Refund of ****** was issued back to her **** on 4/19. It can take 3-5 business days for the bank to release the funds.  

  Customer Answer

  Date: 04/25/2023

   
  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:04/03/2023

  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 I agreed to start internet service, I was offered a package that was around $80, however the system wasnt working correctly. I was told that I would sign up for a plan that was closer to $110 and to call back and they would fix the difference for me. A note was put in the computer.I called back to get it corrected over a year later, on their promise. The agent told me she would take care of it and that it was a mistake on their part. However, I was rejected for not making the correction within 30 days. This was never communicated to me, and the company has now walked away with a year and a half of overpayment.

  Business Response

  Date: 04/11/2023

  I left messages with my direct number and the following information Cannot refund what they are requesting. 
  
  Notes on 3/9/21 added at time of install stated that customer was advised to call customer care about the promotion. Techs in the field and dispatch cannot added discounts.
  There were no calls to us about billing till 9/11/22, 1 year 6 months later. The backdating and credit was denied. Then we were not contacted again about it till 4/3/23, when they contacted us to set up disconnect on 4/15/23.
  Customers have 180 days/ 6 months to contact us about billing issues. We cannot backdate or credit the difference since they did not contact us until 1 year 6 months later.
  The account has a 12 month discount of ***** for GIG speed added on 08/27/2022 and is good till 09/08/2023. Charges ******** Services: $64.95Estimated Tax: $9.77Total Monthly: $74.72
  
  *****************************************************************************
  Payment of Charges:
  If Customer, in good faith, disputes all or any portion of such charges, Customer must timely pay the undisputed portion of the amount due and notify Wave of disputed amounts, and reasons therefor, within one hundred eighty (180 days/ 6 months) of the invoice date, and any failure to raise such good faith dispute within such time period shall result in a waiver of Customers right to further dispute such charges.

• Initial Complaint

  Date:04/03/2023

  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.

  previous address of service *********************************************************************** 3201-0260520-01 Moving to ****** , cancelled service 09 May 2022, advised refund ****** USD due I have contacted customer swervice 7 times through 18 Mar 2023 and been advised that resolution would be forthcoming by cheque/ debit card /dir3ct contact from a financial personnel . As of this date , nothing has occurred

  Business Response

  Date: 04/11/2023

  I left messages with my direct number and the following information. Refund of ****** has been processed back to the **** credit card on file on 4/7.  From there it is 3 to 5 business days for the customer to see the funds available to them.

  Customer Answer

  Date: 04/11/2023

   
  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:03/31/2023

  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 had an appointment to install service as a new customer on 3/28. The tech did not show up, and I received no phone call or other communication from astound. I have been told repeatedly by customer service that my case is prioritized and someone should be reaching out soon. Ive yet to receive any communications.I need internet service as I work from home and astound told me the next available date is 2 weeks away. That is unacceptable after they missed the appointment.

  Business Response

  Date: 04/05/2023

  I talked to Sherwin 4/5. Unfortunately we can only go by what our techs tell us about work orders and this one was marked as no access. I will send feedback to dispatch to go over with techs about calling and using callboxes. We canceled his install as he already went with another internet provider since the next available date was too far out for him.

• Initial Complaint

  Date:03/29/2023

  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.

  As an **************** I had WOW in ********** , ** (********************************************************************) during the first 3 months of 2022.In March of 2022 I moved to *********** , ** for work. In the time period WOW was acquired by Astound Broadband, since I canceled my contract with WOW I asked for an equipment return box to be shipped to my *********** house so that I can return the equipment I leased from WOW... THE *** ARRIVED PROMPTLY at my *********** residence and I proceeded to pack and return the box via ***** to the provided address on the included return label. The parcel was sent via ***** around April 15th 2022.In August of 2022 I started to get letters and calls from Astound Broadband that I need to pay for equipment that has not been returned, I had several calls with Astound employees to helped track the ***** package to two potential addresses that I could have been returned to. Between April and August I misplaced the ***** receipt and could not verify the return address myself. After several more calls with Astound it was evident that they were confused on which location the package was returned to and had no Idea how to find it, acquiring WOW made everything a muddled mess on there logistics side. On the last call with Astound I was told that I did not have to worry and they would contact me with any updates... so I assumed the issue was resolved.A month later in November I receive a collections notice from a 3rd party company so I called back and reexplained that I have been working with Astound and that I believed the issue has been resolved since I never heard anything back from Astound.Another month later an collections notice hit my credit score... I have never had anything collected on me !!!I would like to have this issue resolved and the collection notice removed from my credit score.This type of behavior is unacceptable from a large company like Astound Broadband blaming a former customer for their Logistical Incompetence !!

  Business Response

  Date: 04/05/2023

  I called and left a message on 4/5/2023 with my direct number and the following information. Since he did send the equipment back but WOW never received/processed it for some reason and that is why it still showed outstanding in our system. Due to error with previous company not marking it as returned I will mark as returned to resolve the complaint. I have also credited the final bill of ***** to bring the account balance to ****. ***************** will be notified within 30 days to remove account balance $754.40 from collections.

• Initial Complaint

  Date:03/21/2023

  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 went on vacation in late December an came back in late January last days an I didnt use my internet service but I got a full bill. When in the past I used my internet more than usual an I got a bigger bill so they cant have it both ways I use none but I get a regular bill I use more an my bill is more I feel they are taking advantage of me totally not fair

  Business Response

  Date: 03/28/2023

  Left messages with my direct number to call with any questions and the following information.
  Charges are valid. We were not contacted to put account on seasonal hold. We cannot backdate charges if they contact us after they are back. Customers must contact us to put account in seasonal hold when/before they leave so they are not billed the full monthly rate.