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:12/03/2022

  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.

  After a recent power outage, my cable box stopped working. This happened on the night of 11/29/2022. When the power came back, approximately 12 hours later, my cable box didn't work. I have a Tivo box and the three lights were flashing. When I tried to call Astound, I couldn't connect, or I was on hold for several hours with no response.A few days later, Astound sent an email stating they were just made aware of an issue with the call center. A third party, and apologized for any inconvenience. On 12/2/2022, I attempted to use the chat function to get help. The system said I would be helped in 20 minutes. Over an hour later, I was finally put in touch with an agent. The agent was polite, however they were unable to fix my problem. I mentioned this same issue happened to several neighbors. They weren't apologetic. The said a tech would need to come. The earliest available would be 12/8. 9 days after having my first issue, 5 days from when I was able to finally report it. When I asked for a credit of $100 to my account for lost use of product and time invested in trying to contact the company. I was told they couldn't do that. I could only be credited for the time my cable wasn't usable.Now, I have spent several hours trying to fix this problem. I will also need to take time off of work to meet a tech who may or may not be able to fix the problem.For a company that wants great customer service, it is no where near it. There is a reason the BBB has a C- rating for Astound. It should be lower.

  Business Response

  Date: 12/05/2022

  I spoke to **** and went over the following.
  Yes, our phone system has intermittent issues and we are waiting on the 3rd party to fix it.
  12/8 was the next available 2-hour appointment we had. Crews are stretched thin due to the weather related outages we have had this last week. I did offer one we have tomorrow 12/6 between ***** but he would not be able to be there.
  Credits are given for the cost of service; we have already given ***** for this issue.
  He understands and is satisfied with this.  

• Initial Complaint

  Date:12/02/2022

  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.

  During a service call in October 2022 the technician asked me about the wifi extenders on my account. I had no knowledge of these and never received them. The technician said he added to my account they were not present and I didnt receive. I have talked to two managers and several customer reps regarding and one finally after two months said I needed to open a case. Two weeks later I learned after calling it was closed and they are claiming I have the equipment. I was told there was no escalation process or anyone to talk to about it and will continue to have a $600 bill until equipment I never received is returned

  Business Response

  Date: 12/05/2022

  Talked to ******** and went over the following. Credits for all equipment has been done. Already credited back charges for 11/11-11/18. Owes ***** for 10/19-11/11, only paid ***** on 11/18. She is satisfied with all this.

• Initial Complaint

  Date:12/02/2022

  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.

  Ever since contracting with Wave/Astound for internet service about a year ago, we have been subjected to constant interruptions in service and outages, some that last up to a week at a time. While a few are limited and weather related, it seems the issue stems from their refusal to upgrade their infrastructure to support their customers and prevent outages from occurring. In the last year there must have been at least dozens or more outages (probably more).When we try to contact Wave/Astound, their agents never have the correct information. They never see the outages or have records of them, and on the occasions they do they are unable to provide an ETA for restoration of service. This most recent outage (which has lasted two days) resulted in me contacting their customer service number, which was disconnected. The service I am paying for is unreliable and subject to constant outages. I want a refund of the $4,600 I paid to have the line ran to the house.

  Business Response

  Date: 12/07/2022

  I left a voicemail 12/5 with my number. Talked to ***** 12/6 and he was going to call me back when he has time to talk. I did call again today 12/7 and leave a message. I let him know I will follow up with him next week. We do have an FCC complaint about this also that will remain open until this is all resolved. He has my direct number.
  
  ***** is already working with the manager of the area on the refund request who will get back to him about the ********.
  We have credited $57.33 and $81.13 for the customers two accounts which takes away the current balances.
  As for the service issues we had our lead tech out there 12/5. He went over all the work we will do with ***********
  Firstly,the customers main concern is the large amount of outages in this node, and our tech reassured him that we have been and will continue to make improvements to our system.
  Secondly, the way the cable is routed is very unfortunate. We buried a plant extension and drop to the first house, however the second house is fed via an old line coming from the media panel in the first house.  We have set up a work order Wednesday the 14th to pull a new line through existing conduit between the houses, This should resolve any issues as that line has gone bad.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18515114
  
  I am rejecting this response because:   Please be advised that this issue has not been resolved by Astound.
  
  Furthermore, since their "fix", we have experienced two more outages, both with no estimated time for restoration.  Finally, the area manager referred to in Astound's response has stopped communicating or responding to our requests for information.
  
  This matter is NOT resolved and I need the complaint reopened.  
  
  

  
  

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

  Business Response

  Date: 01/16/2023

  Our Sr. ******** spoke with **************** on 1/5/23. **************** does not think that since it has worked fine for the last 2 weeks he would call it resolved. He also explained all the work we have completed and working on completing in 2023. To this, he still wants a large credit. Our Sr. ******** will be getting back to him next week.

  Customer Answer

  Date: 01/17/2023

  Please be advised that Wave has reached out and resolved this issue to our satisfaction.  Please let me know if you need any additional info, but you may **** this complaint as "resolved" and reflect our happiness with the outcome.

• Initial Complaint

  Date:11/18/2022

  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.

  Hi there,I have reported previously issues with service availability in my area, I got a reply mentioning about a specific recent issue, but didn't really get any clarification about the frequent issues we started having after Wave was acquired by Astound.I also have another complaints in terms of pricing, currently , they are offering new customers 1.2 *********** speeds for ***** a month, I pay right now 87 USD monthly for 940 MBps which I got after asking a few times to get a discount since my normal service fee was over 100 USD. I really wanted to understand why this keeps happening where, loyal customers don't get better options offered, considering they are the ONLY provider in this area. I am currently in process of finding alternatives as well since it's always a fight to get better pricing. I firmly believe this is happening because of the monopoly in the region.

  Business Response

  Date: 11/25/2022

  I left messages with my direct number. If they are having service issues now we are happy to help. Astound is just a rebrand of Wave, nothing was changed in the company so that would not lead to increased outages.
  1.2Gig is not available for existing customers yet. We are slowly rolling it out to new customers first and then it will be available in some areas for existing customers.
  The prices on our website are for new customers only as it states online. All existing customers at one time received an introductory offer when they first started service.
  This account is already on the lowest discount for existing customers.  Retail price is ***** so they are saving *****. We only offer discounts for 12 months as we do not have contracts and customers are month to month.

• Initial Complaint

  Date:11/13/2022

  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.

  Our Internet has always had an intermittent issue where it will go down without warning and come back up within 5 minutes. Usually triggered by someone driving on our driveway (buried cable) when its cold or wet. We have fought this issue repeatedly for years with the provider. This last week though we suffered a power outage on 11/9, Morning of 11/10 power was restored but internet signal is messed up only receiving 1mb of bandwidth down and 30mb upload. This happened back in July as well and was the signal strength into the house was to high and had to be padded. I called morning of 11/10 and spoke to the rep ****** after troubleshooting agreed dispatch is needed and they said they setup the dispatch for 11/11 10am to 12pm. I called back next day 11/11 at 10am because I had not received a call to confirm appointment. To find out no appointment was made and now they cannot get out till 11/15. I work from home with high internet usage and delays and outages like this put stress on my job and finances. I escalated to a supervisor who said they escalated with dispatch however never received a call back so when I called again and spoke to another supervisor I was told there was nothing they can do because dispatch is done by a third party that was beyond their quota of dispatches. Now I am worried even if they fix the issue that a simple power outage down the road is just going to cause the problem to restart and continue to be a problem in the future. Our area's lines are locked down to the Internet Provider no other fiber provider can use them and all other internet options are wireless or satellite which cannot provide the required data usage that we have leaving us to no options at our current residence to change providers.This is the same problem that happened in June that kept getting pushed back 5 days at a time trying to schedule a tech out to the house where the problem was not explained to the tech and was ignored until escalated with BBB.

  Business Response

  Date: 11/18/2022

  Talked to ****. He is happy with the service now. We were out on 11/16 and replaced outlet for ingress and replaced modem for not giving speed. He will check speeds over the weekend and reach out to me if there are issues.Added credits for the service issues.

  Customer Answer

  Date: 11/21/2022

   
  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:11/13/2022

  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.

  Our Astound internet, cable tv and TiVo speed has been declining over the past two months. We pay for a gigabyte to ensure high quality service because I work from home full time. On 11/8/22 it became unusablewe are unable to send/receive email due to the Outlook server timing out with our sluggish internet, we cannot join virtual Teams meetings, we get consistent messages that websites are unable to load, and were unable to stream entertainment on our tv. For weeks, Astound customer service reps would only offer to reset our modemwhich has done nothing to improve the situation. On 11/8 we called and asked for more troubleshooting. A tech came to our home on 11/10 and stated all of our equipment was fine and the problem was not in our house but that the node the services our area is super messed up. The tech said to call back the next day if it wasnt resolved. He also confirmed we would NOT get any notification when it is resolved. We called Astound on 11/11 and 11/12 and were told on both dates the problem in our area is resolved. No, its not. We have confirmed with our neighbors they are all having the same issues we are. The Astound reps have refused to provide the name of anyone to whom we can escalate our concerns. There are over 28 homes in our neighborhood experiencing this issue and it seems like Astound couldnt care less and they arent equipping their frontline employees with accurate information or tools to help inform customers regarding options to ensure the breadth of the problem is known and being addressed. There are no other ISPs in our area and it feels like that is leverage they are using against all of us who are paying hundreds of dollars for virtually useless service. Please help!

  Business Response

  Date: 11/18/2022

  We called on 11/16 & 11/17 and left messages and have not heard back. I left my direct number in case they have any more issues. Notes from the service call on 11/14- Signal looks a lot better also swapped modem no packet loss.

• Initial Complaint

  Date:11/10/2022

  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 have contacted Astound to have my mailing address removed from their advertising mailings several months ago, and they advised that I would be removed. I continue to receive mailings, however. I receive advertising mail almost every week, to the point where it borderlines on harassment. I want to be removed from all physical mail from this company. I have no intention of ever using their services.

  Business Response

  Date: 11/18/2022

  I called and left a couple of messages. I opted this address out of all marketing 11/10/22. It can take up to 8 weeks for changes to take effect, so by Jan 10th 2023 at the latest.

  Customer Answer

  Date: 11/18/2022

   
  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:11/09/2022

  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 work from home. Unfortunately this is my only option for high speed internet that will support video (zoom). This week this is the second full day of interuption. When I call in - I can not even get a representative to speak to. I can't find out "why" the automated service now says the internet service will be down until Friday at 8pm. That's a total of 4 days of business with clients - LOST. I can't even get a live person to speak to in billing. What would I like? Their rating with you to go to a -D and no fee for the service that I did not receive this week. (My bill adjusted). For them to change thier poor customer service and allow one to actually reach a customer service representative.

  Business Response

  Date: 11/17/2022

  I spoke to ****** and went over her complaint. I let her know I will send feedback about the outage estimates and communication. We also replaced her modem yesterday so that should solve any issues she has had. I provided her ways to speak to an agent if she is in an outage. She has my direct number if she has any further issues. Added a credit to her account for the time service was down. She was satisfied with this. 

• Initial Complaint

  Date:11/08/2022

  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.

  Unresponsive to requests to address interrupted internet services. Very difficult to contact customer service to address outages. Reported times/days that repairs will be completed are unmet, get moved out and ignored. Often go days without service without means to communicate needs for repairs or to address outage issues. Although they are aware of the outage, there is no evidence that there are repair services are working on the downed lines even when the recorded outage message notes that they are repairing. Unfortunately, this failure of the internet happens intermittently, but when it does happen, the response typically takes days, sometimes weeks.

  Business Response

  Date: 11/16/2022

  I spoke to **** and went over outage issues and communication about them. She understands that this was a larger outage due to the windstorm that took down service in much of western Washington. It required more repair than normal so that was the issue with timeframes for repairs.  I did give her information on who to call about the lines that are still down that are not ours. I will pass all her feedback about this along. She has my direct number for anything else she needs in the future.

• Initial Complaint

  Date:11/02/2022

  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.

  I called customer service about spotty and slow connection. The rep said she can send a tech out to diagnose the problem. During the entire conversation, no fees were mentioned whatsoever. The rep made it seems like Astound would fix the problem without charging the customer since it is their service that is not delivering the promised speed and connectivity. The tech did come out and was able to resolve the issue. However, he also informed me that the issue should not have happened in the first place if the tech who did the initial set up did his job correctly (The tech did not test for signal strength, the modem was being overloaded). So for two years, I suffered slow and spotty connection thinking it was my equipment's. And when Astound did send someone out to fix the problem, they charged $80 for the visit. When I called customer service again about this charge, their explanation was the tech is contracted. Astound has no control over whether the tech decides to charge for their visit. That's why they couldn't tell me on the phone in advance if I'll be charged for the visit. For anyone thinking of getting their service, do not. They do not stand behind their advertised speed and quality of work. If you need troubleshooting, you'll have no idea you'll be charged or not and just have to wait for the surprise bill.

  Business Response

  Date: 11/03/2022

  I called and left a message with my direct number. I have credited the trip fee *****. The tech that went out noted he had to "pad the signal" which means adjust it so the signal is not so strong because that makes the service not work correctly and why they were having issues.The fee was charged but should not have been.

  Customer Answer

  Date: 11/03/2022

   
  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,
  
  *********************