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:01/16/2023

  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 contacted Astound's broadband service to confirm a property address was serviceable. Their online lookup form reflected a serviceable address without any clear messaging that reflected the property has special considerations. I also followed up twice with a phone call to their customer support line to determine if service was available at this property. Both times they simply said "yes". During the last (second) call, i specifically asked if service was previously provided by a former home owner or tenant. They said "yes". To me this confirmed Astound broadband was available at the home and not just at the street where it "could be installed". I purchased the home under the impression service was available but upon setting up service, it was determined it was NOT available. Now i'm having a difficult time attempting to figure out how to get service installed as the customer service representatives do not have a recommendation to provide and have left me without options.

  Business Response

  Date: 01/23/2023

  Talked to ***** and he has already spoke to our Construction Coordinator about this. His biggest issue was that we as a company told him his home was serviceable prior to him purchasing the home. I apologized and let him know that the online system is not a guarantee for serviceability and that I will make sure to send feedback about this.

• Initial Complaint

  Date:01/11/2023

  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 repeatedly shuts off my service WITHOUT NOTICE (today at 1430PMT). They send a bill which does NOT state there is a pending disconnect, only a past due **** The notices for shut-off are NOT posted to online accts so you can only see the regular bill. These are mailed out separately from the regular bills (sent out Jan 10, which I have not yet rec'd), & state only when a termination of services will occur (Jan 25 according to phone service rep). Neither the bills or shut-off notices state that services can be shut-off at any time if past due. Then when they do shut off service it is WITHOUT any phone call or any attempt to contact the household/myself for payment. They have NOT called even 1 time prior to sudden shut off to ask for payment to avoid shut off. Then even if payment is made same day as shut off they charge a $40 fee.

  Business Response

  Date: 01/16/2023

  I spoke to ******* and went over all billing information. Advised her that I will send feedback about suspension notices being listed on each bill when they have a past due amount. I waived the ***** restoral fee as a courtesy. 

• Initial Complaint

  Date:12/31/2022

  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 live on ****** Island and astound broadband is my internet company as well as hundreds of other homes on this island. We have been experiencing an internet outage for about a week now. It has been reported 4 days ago by me and hundreds of other homes. They have not done anything to fix the problem. Supposedly it is a hardware problem at the main lines which they have not attempted to fix at all. They continue to take our monthly payment money. There are people that work from homes out here on our unable to keep their jobs because of this issue. They are committing fraud because they are continuing to take our money and not issuing any refunds. We just want our internet fixed and a refund issued. Every time I call the company I am blocked from talking to a real live person because the outage has already been reported. The first time I reported it, they said that they would have a tech contact me that was 4 days ago. No contact whatsoever. If I had another way to get internet I would already be doing it. ************* is very limited area for internet services.

  Business Response

  Date: 01/04/2023

  I spoke to ******** and went over the following. We have been working on this issue to fix all customers service. The main issue was resolved at our headend by fixing equipment and a few other issues that caused the outage. I have applied a credit for the time service has been unstable 12/21-1/4. I will send feedback about the communication of outages. She is happy with this and service is working well for her as of now.

• Initial Complaint

  Date:12/29/2022

  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.

  The internet has not been working since the morning of Tuesday, December 27. My complaint is not that the internet is down, its that Wave wont let me talk to a customer service representative to ask questions and to ask for credits to my account . When I tell the automated voice that I am calling about my internet, ** told that service will be restored in 2-2 1/2 hours and then the voice says we cant help you and hangs up. Ive chosen different routes in the phone tree and I still cant get through to talk to a representative. I went online and tried to chat with a representative but the same thing happened, it said that they could not help me. I need to figure out what is going on so I can make accommodations for my job.

  Business Response

  Date: 01/04/2023

  I called and left a voicemail 12/30 & 1/4 and the following information.
  There was a PGE **************** outage. Once power was up to our equipment, we got service back up as quickly as we could. Outage lasted from 12/27 through 12/31. We cannot provide Estimates of restoral when it is a power outage causing our service to be down. I have applied a credit to the account for the time service was out. I will send feedback about not being able to get through to speak to anyone. 

• Initial Complaint

  Date:12/29/2022

  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.

  My internet connection started going down and then up around every 20 - 30 minutes starting on December 28th 2022. When calling their suggested phone number for assistance **************** (or any of the other phone numbers that I could find online) I get the message "I can't find an application for the number you dialed".

  Business Response

  Date: 01/04/2023

  I called and left messages with my direct number on 12/30 & . I went over the outage information as follows. We had an outage that was due to equipment failure and then once that was resolved we ran into a secondary issue. The Outage Started Wed Dec 28 and was resolved fully on ******* 01. I have credited the account for the days without service. We had an issue with our IVR (automated phone system)on 12/29 but it was resolved later that day. We are sorry for the inconvenience caused.

  Customer Answer

  Date: 01/04/2023

   
  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:12/19/2022

  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.

  Very frequent service outages with their Wi-Fi that last hours at a time. One time was a wind storm and understandable, but others are random without logical reason. If I call to ask, they cant provide any details. We spend too much money on our monthly bill to have so many interruptions without acknowledgement or ability to get information why these outages are so frequent. We pay over $50 a month extra for a back up jet pack to be able to work off cell tower since the service goes out so frequently and is unreliable. Id like ********************** to please review all the outages in our area in the last 6 pm or so and explain a reason why its happening - is it one issue, many? so we understand better and is there a plan in place to correct? Thank you

  Business Response

  Date: 12/27/2022

  I called and left a message with my direct line. I also emailed the customer. We fully understand the frustrations with the outages in this area. We spent a good part of this year on permitting and building out fiber closer to homes. We have been funded to complete this work in 2023 and we will add 3 more connections in this area alone again to reduce the service issues, and improve reliability. 

• Initial Complaint

  Date:12/10/2022

  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 currently have internet service through Astound. In the past a paperless billing option was offered many times and we finally agreed. Receiving our bill through email. We have now paid online for a few years. Today I was alerted to a $1 convenience fee for paying online. So basically if we dont sign up for auto pay (which is still an online payment) we will be subject to a $1 fee a month. Auto pay has always been a convenient option but is now being forced. I do not find this to be a good business practice.

  Business Response

  Date: 12/14/2022

  Called and spoke with customer. Provided info on FREE payment options (Autopay, Mail a payment to the lockbox or Bank Bill pay, Mobile APP, local office/payment center) and notice in advance on Sept bill about fee changes for other payment methods going into effect. emailed copy of bill statements showing clear advanced notice about changes Customer not happy about fee changes but understands. Sent email copy of info to customer per request with our direct info should they have other concerns. 

• Initial Complaint

  Date:12/08/2022

  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.

  When I turned off the cable tv service, they said I had a cable card that wasn't returned and charged me $100 plus late fees. I never had a cable card, I sent back the equipment they gave me. They sent out a service person to check for the card and that person said I did not have one, but they still want me to pay for this card I never had.

  Business Response

  Date: 12/14/2022

  Non returned cable card. Installed 2016. WO ******* 12/13/2022 to have ********** find missing equipment and return to our warehouse. Cable Card MA1015ZJFY73 returned 12/13/12  Customer contacted by phone and email advising equipment confirmed returned and a $100 credit issued 12/13/22. 

  Customer Answer

  Date: 01/04/2023

   
  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:12/08/2022

  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 am a customer of **********************/**********************, and have a monthly subscription for internet service. I've experienced a drop in network for multiple days, which I contacted astound about via chat. In my discussion, I reported my frustration with the issue and they offered to send a technician. I said yes, but was not informed about any charges for doing so. When the technician arrived, they replaced a port in my wall, and said "wires were crossed" (It was working when he arrived). I then received a bill for service and tried to dispute the charges since I wasn't informed that this would be a billable service. I called their customer service line, but they refused to remove the charge. They instead tried to get me to sign up for a service protection plan for $5 a month, for a 50% reduction on the technician service charge. Summery of my complaints - Non informed, and non consensual charge. - Refusal to remove the charge. - Tried to get me to subscribe for additional monthly services, to reduce the charge, which I did not agree to. What we settled on (but I'm still unsatisfied)- Compensation for the 5 days when internet service was down in the form of credit.- Partial refund on the surprise technician service charge

  Business Response

  Date: 12/14/2022

  Called twice n/a left V/M, left our direct number to call and sent email should they have added questions.
  
  Scope of support ( *****************************************************************;) - We take responsibility for our network up to the Demarcation Point of a customer(s) residence and any company-supplied hardware. We will either fix the issue or offer replacement equipment at our discretion. We "do not" provide technical support for any third-party hardware or software. Any pre-exiting wiring inside a residence that is fixed or repaired may be billed a repair fee by our technicians. Customers are encouraged to add our protection plan during set up of a tech appointment and advised of potential billed fees. We provided an over credit for service issues in total of $25.00 in addition to 50% credit off the billed tech fee $79.95 (-$39.98) as a one time exception. For a total credit of $64.98.  Tech verified no outside network issue and was primarily related to pre-existing inside wiring at outlet. 

• Initial Complaint

  Date:12/07/2022

  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.

  During the last snow storm a phone line managed by Astound fell in our driveway. I alerted them to the down line and was quoted a repair date of 12/5. astound is the only phone/internet provider in our area and after not hearing from them I contacted them again for a repair date to get this line out of our driveway that we have been driving over and is a major eye sore. on 12/7 they contacted me again to say it is not their phone line and to contact the phone company. They are the phone company and if they aren't they won't tell me who is. I cannot or do I have the equipment to fix this line myself and as a utility company they are refusing to take any time out of their day to use the equipment they have to repair a line in an area they monopolize.

  Business Response

  Date: 12/07/2022

  I called the number provided just now and the person that answered told me he has nothing to say to our company and to not call him and hung up on me 3xs.
  I already spoke to the account holder over social media this morning and provided the following information. Since it is not our line, we cannot touch it. We do not have landline phones, so we do not use phone lines. Our phone service is VOIP so through the internet coaxial lines not phone lines.
  We are not a utility company. He needs to call CenturyLink as they have landline phone service in the area to find out whose line it is if not CenturyLink.
  CenturyLink customer service is ************ or ************

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18537421
  
  I am rejecting this response because:internet service is a public utility. I told them from the get go it was a phone line and they quoted me multiple dates to remove the line. Century link (the phone company) does not even provide a number for non customers to call about downed lines. Yes I hung up as I was driving to pick up my child from school at the time. Wave obviously know a which company owns the line but would not assis me further in contacting the appropriate company. Honestly in a time with a downed line any company available and with the equipment should just help instead of giving multiple dates and then telling the customer of 20 years too bad. If they didnt have an illegal monopoly in our area I would go with someone else
  
  Sincerely,
  
  ***********************