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

  277 N 3rd Ave Stayton, OR 97383-1723

• 

  Astound Broadband powered by Wave

  669 Glatt Cir Woodburn, OR 97071-9600

• 

  Astound Broadband powered by Wave

  54 Belle St Port Hadlock, WA 98339-9507

• 

  Astound Broadband powered by Wave

  4519 SE Mile Hill Dr Port Orchard, WA 98366-3909

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:03/10/2023

  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 stopped service with astound in January, and since then, they have been incessantly mailing me solicitations. I phoned and sent a written request for them to stop, but they did not. I want Astound to delete my personal information but the phone number they provide ************** does not work--the call connects but there is just silence after that. I have tried this three times on two different phones and call duration up to 8 minutes but still nothing happened.

  Business Response

  Date: 03/15/2023

  Talked to ******* she got the number ************ from our CCPA form for CA residents. I will forward to that department to verify the number and update the website if incorrect. On 03/02/2023 we received a marketing removal request and it was processed. It can take up to - 6-8 weeks to be fully removed,so by April 12th  
  She was satisfied with this resolution.

• Initial Complaint

  Date:03/10/2023

  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.

  My experience with Astound Broadband powered by Wave has been nothing short of terrible and frustrating. This company has made it nearly impossible to speak with a representative. I have made 28 call attempts within 5 hours, only to be disconnected each time I'm placed on hold. I have tried any phone number I can locate, only to be redirected to either 1) a disconnected number or 2) a line that I'm disconnected from while waiting to speak to someone. When speaking with a representative using their online chat bot, I'll be in the middle of talking with someone, when suddenly I'm connected to a new representative and have to re-explain myself. There is also no email address to contact this company at. I am currently paying for 1 gigabit per second (Gbps), however my internet is frequently at 5 Mbps. The issue of my internet slowing down began in December 2022 (I had no issues from May 2022 - November 2022). This is completely unacceptable, as I cannot perform my job. Wave has a complete lack of respect and understanding of the scenario. I have received no helpful information, or understanding. When a technician was scheduled, they arrived several hours after the time window, with no advanced notice that they were going to be late, and no notice when they were on their way. I was also informed over the phone the technician would be free of charge - but later was billed *****. The technician did not help nor has the company appropriately followed up to ensure my issue was resolved. They claimed there are no issues with connectivity in my area, but I know that is not true, as I experience the slow down of my internet every 1-2 hours. When it slows down and I perform an internet speed test - it clearly states the download speed is 5 Mbps, upload speed of ~15 Mbps. My internet is performing at 0.5% of what it should be. I cannot emphasize enough how frustrating this experience has been.

  Business Response

  Date: 03/17/2023

  Left voicemails with my direct number if they have any questions.
  Our internal phone system had an outage on Friday 3/10 but is resolved now. Agents were still available on chat through our website.
  Called 2/10 we set a tech 2/16 issues noted as resolved. No calls to us since then.
  I have waived the visit fee of ***** as a courtesy this time for the customer. Need a speed test with a device directly connected to the port, bypassing any router. If they are still having issues we will need to set up another tech visit. 
  *******************************************************************

• Initial Complaint

  Date:03/09/2023

  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.

  Astound is my ISP. I've been experiencing dropped interned service intermittently for years. The internet will be working fine, and suddenly drop out, but reconnect on its own most times. I assumed my internet moden and router COULD be a concern, so I replaced both with high end options. The problem consisted after weeks of having the new devices connected AND FUNCTIONING most of the time. Again, the internet would spontaneously and intermittently drop out, but only about ~10% of the time it was being used. The new modem and router were working fine other than when the internet dropped out. So, I called Asound and asked for help as I realized the issue was coming from a connection somewhere PRIOR to my coax wall plug. Astound was more that eager to set me up a tech service appointment, but I inquired about what the cost of that appointment would be before I agreed to the appointment. The representative on the phone explained that if the tech found a concern with my equipment, the cost was $79.00, but if they found it was a issue with Astounds's equipment, the appointment would not be charged to my account, and would be considered a free service appointment. So, I agreed to the appointment as I was confident that my equipment was not an issue. When the tech arrived, he assessed the equipment inside the house first, noticed there was an issue and went outside to the Astound cable box on the outside of the house and removed some equipment and replaced a coax cable. He then hame back inside and reassessed my internet. At this point, he made a comment of "ok, that's better, now here we go" and proceeded to continue to keep checking the equipment. He told me that the internet was working now, but that my wireless router needed a firmware update and told me he was happy to perform the update. I told him to go ahead. He asked me to open the app on my phone for my wireless router, which I did and handed him my phone. He allowed the update through my phone and told me th

  Business Response

  Date: 03/17/2023

  Left voicemails with my direct number if they have any questions.
  On 1/11, our tech replaced the coax line thinking it might solve the problem but the issue was not resolved until the customers owned router was updated. I am happy to waive half of the 79.95  which would be ***** as a courtesy this time only since it was the customers router needing a firmware update.

• Initial Complaint

  Date:03/08/2023

  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.

  I have been customer of ********************** for 2 years with their GIG plan with promo GIG2021 since Jan 2021. However upon checking, they never send me the promised gift card of $100 and denied the promotion happened at my time of registration. I've called multiple times and opened a case #******* and #******* but they never acknowledge the gift card.I demand that Astound Broadband, the company which owns wave broadband, refund me $100 or send me the promised gift card.

  Business Response

  Date: 03/15/2023

  Talked to ***** he sent me an email with confirmation. I looked at the email and have replied with the following: the terms and conditions under the confirmation page does state that after 90 days customers would receive an email with instructions on how to redeem the gift card. 90 days would have been the end of April 2021. 
  We are not able to help with this for a couple of reasons. If the customer had reached out within a couple months after April about the gift card,we may have been able to find a resolution. Unfortunately, we were not contacted about this until almost a year after they were installed on 12/27/22 and the account was disconnected the same day. Customers are required to contact us within 180 days for any billing disputes which would have been October 2021.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19559178
  
  I am rejecting this response because: There's no term stating that if someone is qualified for the gift card and he can only claim for the gift card in 180 days. On the other hand, it's promised in the terms that with this promo code, I should be able to receive the gift card.

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

• Initial Complaint

  Date:02/28/2023

  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.

  Starting March 19th, 2022 I was in good standing with my monthly payments at 84.00/mo, then going up to 92.00/mo. on October 20th, 2022, still in good standing On November 21st 2022, with no change in service, I was billed for ******, in which I payed ****** towards with the explanation the promotional deal was over.That left me a balance of ****** that carried over to December for a balance of ****** in which I paid ****** leaving me a balance of ****** that carried over to January 20th 2023 in which I paid ****** leaving me a balance of ****** that carried over to February 20th, 2023 in which I paid ****** leaving me a balance of ******. I called the service department and canceled my internet service and now have a remaining balance of ******

  Business Response

  Date: 03/03/2023

  Called 3/1 & 3/3, not able to leave a message.
  Balance 2/20 3/19 owed 287.38
  Account was disconnected 2/24. Credited back ****** for 02/24 to 03/19.
  Total owed ******. Includes unreturned equipment charges of 340.00.
  -Eero Base 180.00
  -Modem 120.00
  -Eero Beacon 40.00
  Once returned those charges will be removed *************************************************************************
  -Final balance for services will be ******.

• Initial Complaint

  Date:02/26/2023

  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.

  Received my monthly Billing Statement on 02/23/2023...opened the mailed statement on Friday 02/24 on to see the Due Date of my Bill as 02/23/2023...I understand this is a on-going-problem with there Billing Service...how do we get this CORRECTED?

  Business Response

  Date: 03/03/2023

  Left message on 2/27 and 3/3 with my direct number and the following information.
  Statement was generated 02/01/2023 and mailed out. Nothing we can do about how long **** takes to deliver the mail.
  **** is generated the 1st and due the 23rd, same day every month.
  Customers can log into their online account ******************************************* at any time to see statements, see amounts due, due date.
  Most recent statement was generated 03/01/2023 and mailed out.

• Initial Complaint

  Date:02/23/2023

  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.

  Astound Broadband is forcing customers to pay a monthly convenience fee of $1 unless the customer agrees to sign up for auto pay. I have had bad experiences in the past with auto pay and don't want to sign up for auto pay.

  Business Response

  Date: 03/03/2023

  I spoke to ****** today and went over the following. She understands there are free ways to pay.
  
  Payment convenience fee information is listed on our website.There is a fee of **** for payments made on our website. It is free to pay in office, on our mobile app and by mail if they do not want to sign up for autopay.  ***********************************************************************
  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 $****
  *Free to pay in office, mobile app and by mail.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19459026
  
  I am rejecting this response because:they told me their bank charges fees for payments made online but l can make a payment by downloading their app for free? It is ridiculous to think l am going to walk into one of their offices to make a payment when l do not have an office near me and mailing a payment will still cause their bank to charge fees. I explained l am not comfortable with autopayments because l have had bad experiences trying to stop them once you agree to allow them. They increase my rates every year and make enough money from me. They want customers to agree to auto pay to control cash flow.

  ************************ Day

  Business Response

  Date: 03/08/2023

  Went over all of this with *************
  It is free to pay on our Wave mobile app and by mail if they do not want to sign up for autopay or go into an office. 
  Payment convenience fee information is listed on our website. 
  ***********************************************************************
  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:02/15/2023

  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.

  About 3 weeks ago I found I was no longer able to download and send my email using my 3rd party email program. Per my phone conversation with Astound they told me that they were having issues and would have it resolved shortly. I called again about a week later since I was told that Astound was no longer allowing customers to use 3rd party email programs. I called again and I was told that was not true and all issues had been resolved. The rep gave me server settings to ensure mine were correct. I could download email, yet could not send. I called again and gave the rep my error messages and they passed them on to someone higher up. Not hearing back I called back again and was told that my 3rd party email program was not supported. Astound told me I have to use Outlook which was one of the only ones they were compatible with. I was having issues using Outlook and called again. I was told that the only way to retrieve emails using an astound email, was to log in online and check it that way. Astound was no longer allowing its customers to use their 3rd party email programs. I am appalled that Astound is taking away a customers right to choose how we download and read our email. This is an big issue.

  Business Response

  Date: 02/23/2023

  Left messages with our direct number to call back. If they were told by an agent we were working on the issue that was incorrect. I will send feedback. We do not provide support for any 3rd party email client programs such as SeaMonkey outside of providing the server settings; we only support our companies webmail access and functionality. Customers must be able to get 3rd party email client working on their own. We have provided the server settings needed.
  
  If it all works in our webmail then our email service is working. Customers will need to reach out to the 3rd party email for any issues/troubleshooting.
  Customers are free to use another email service if they are not happy with ours.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19414364
  
  I am rejecting this response because:  I did receive a phone call from ***********  I called her back and left a message.  I am waiting for a return phone call which I should receive tomorrow.  However, I disagree with ****** response.  I am not asking Astound to provide support for a 3rd party email program.  Astound had problems a few weeks ago which prevented their customers from using 3rd party email programs.  This has been confirmed by numerous customer service people I spoke with.  Supposedly this was corrected and the settings should be correct where we can use our 3rd party email programs once again.  However, their settings are no longer working for me.  I understand that I need to contact my 3rd party email program.  Yet, if Astound is rejecting my emails, I have provided the error messages received to Astound previously, which were Astound rejections not having anything to do with my 3rd party email program.  One of the rejections I am receiving is: 5.7.1 [R8] Authentication Failed, must login..  Another I am reveiving is: Sending of the message failed.
  The message could not be sent because the connection to Outgoing server (SMTP) mail.wavecable.com timed out. Try again.

  I am being told by customer service reps that ******************** is blocking me from sending emails because I use a 3rd party email program.

  Again, everything worked find until Astound had issues with 3rd party email programs.  Now it doesn't work as it did before.  Astound refuses to fix it so we can use our 3rd party email programs again.

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

  Business Response

  Date: 03/02/2023

  I called back on 2/24 and left another message with our direct number to call back. We do not provide support for 3rd party email client programs such as SeaMonkey outside of providing the server settings; we only support our companies webmail access and functionality. Customers must be able to get the 3rd party email client working on their own. We have provided the server settings needed. If it all works in our webmail then our email service is working. Customers will need to reach out to the 3rd party email for any issues/troubleshooting. Customers are free to use another email service if they are not happy with ours. 

• Initial Complaint

  Date:02/06/2023

  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.

  We have been trying to resolve an unfair price issue for months. Few of their service reps speak understandable English and we have yet in 5 calls been referred to a supervisor as requested. Each call yields a different amount we owe and we now are being charged a late fee for an under payment that did not occur. We paid what we were told to pay on time. Our service is horrible but this is a small town and changes are cumbersome and expensive. All we want is the bill to reflect the amount we were told and the extra plus late fees removed. They will never confirm an amount in writing, they barely give us their name for reference. When you ask them to look in the notes, they can't find anything. We have never been treated so terribly or unprofessionally which is saying a lot as were were ******* customers for 20 years and thought they had the worst customer service. This is worse.

  Business Response

  Date: 02/13/2023

  I called 2/9 no answer, called 2/13 and they hung up on me. I called a 2nd time and left a message with the below information. In October there was a companywide rate increase, customers notified on page 5 of Septembers statement. On 12/27/22 The 12 month promotional rate on services expired, retail price made the bill ******. On 1/5/23 The customer called in and an agent added a ***** discount. On 2/7/23 ***** called in about the late fee that is showing onto the most recent bill. We let the customer know that we have already removed that fee off the account for the customer as a one-time courtesy. Customer stated that she is going to mail in the payment for the account for the monthly services.
  2/7/23 Supervisor added 49.95x12 month promotional rate for internet. At this time the cost is ******* Services: $112.48  Estimated Tax: $14.84  Total *******: $127.32.

  Customer Answer

  Date: 02/13/2023

   
  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. We received a call this morning from a supervisor and we have worked this out to our satisfaction.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/01/2023

  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 am not liable for this debt with 11 Astound Broadband Powered by, and do not have a contract with I C Systems. They did not provide me with the original application as requested.

  Business Response

  Date: 02/09/2023

  Called and left voicemails on 2/1 & 2/8.  Amount sent to collections in 2018 is valid. Needs to contact collection agency to dispute as we have already written the amount off. ********* TERTIARY ************** - ****************************************************** 55127