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.

close

Find a Location

Astound Broadband powered by Wave has 30 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/28/2022

  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 cancelled my tv/internet with astound broadband on 10/27 due to my bill going from $190 to $315. I was told by a manager that I would only be charged for the pro rated service which was 5 days so roughly $50. On 10/28 I received an email thanking me for my payment of $277. Not sure why they charged me that amount and not the $50 pro rated amount I call to find out and get a refund. I spent an hour on the phone with cs who would not help or pass me to a manager for assistance. Once I finally got to a manager she said there was nothing she could do to credit me back the difference. She said that Id have to wait a bill cycle to see if they would refund me the difference but it sounded like they were not going to do so. My bill cycle was 10/22-11/21 and the payment if any wasnt due till 11/13 that would have given the system to recalculate and only charge the pro rated amount. I would like to report fraud and theft this was been reported to the ** of Washington and also to my bank for a non authorized charge. Please help so I get what is owed to me. No one there seemed to want to help or care.

  Business Response

  Date: 11/01/2022

  I spoke to *** and went over the account. I went over billing and charges. He is going to drop off the equipment at the local store. Once equipment is returned to us, then we can start the refund process and a check for ****** will be mailed out to him. He was happy with this and has my direct number if he has any issues or questions.

• Initial Complaint

  Date:10/24/2022

  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.

  Billing date 10/4/2022 with payment due on 10 /29/2022.Astound is forcing customers to set up automatic monthly payment by charging a $1.00 convenience fee, plus any applicable tax, for one-time online payments. According to its website, "to avoid this fee and the hassle in the future, sign up forautopaytoday!" Also, I am not given the option of "Due Date" when trying to pay days in advance of the due date. Most companies will have several options including Pay Now or Due Date.My bill has also increased to $74.87 from $72.07, which has the amount since 11/1/2021. When I call Astound customer service, their explanation was because of tax increase. We should initiate a class action lawsuit against Astound for its fraudulent and bad business practices.

  Business Response

  Date: 11/01/2022

  I called and left messages with my direct number on 10/25, 10/27 and 10/31. We do charge a convenience fee for payments made over the phone or on our website. There are options that cost nothing and are listed on our website for customers such as paying over the mobile app, autopay is one of those but not the only free option. There was notice on statements to all customers on the first page to look at the last page of the statement in September, which notified and explained fee increases.

• Initial Complaint

  Date:10/21/2022

  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.

  Astound guaranteed me a rate of $24.95 per month for 12 months (no fee increases). My service started on August 2022. My bill for October is now $29.72, a $4.77 per month increase. I called Astound about the billing increase and the representative said they will not honor the 12 month rate guarantee. Furthermore, the guaranteed rate was on a local ******* TV commercial. I also received a flyer from Astound that the rate would be $24.95 (with autopay for 12 months). Astound has not honored their commitment and are ripping off who knows how my customers including myself. The representative said the rate increase is across the board.

  Business Response

  Date: 10/24/2022

  I spoke to ******* and went over the fee that went up. It is not the cost of his service it is a fee The Internet Infrastructure Fee that is charged to all internet customers. We only guarantee the service cost for 12 months, not fees or taxes. There was a rate increase-notice on September statement 1st page and 4th. He understood and I let him know I will pass along his feedback about this.

  Customer Answer

  Date: 10/26/2022

   
  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:10/18/2022

  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.

  Astound Broadband makes it impossible to cancel service with them. They have no customer service over the phone and after waiting on hold for over 6 hours was never able to talk to anyone. Then when I took the equipment into an office, they refused to cancel the service or take the equipment. This is illegal! I need to cancel my service now!

  Business Response

  Date: 10/24/2022

  I called and left a couple messages with, my direct number. I would need to know which office and what time he went. There is no reason they should not close the account or take back equipment.
  Customer should be able to cancel services through any of these options:
  Call center takes calls 24/7 if there is a long wait time there are other options
  There is a chat option available on our website to speak to an agent
  Can speak with agents over social media ********* & ******** if they send a direct message
  Local office
  4519 *************** ************, **, 98366
  Mon-Sat: 9:00AM - 6:00PM**this location is closed between 1:00 PM - 2:00 PM.
  
  I do show that the account is disconnected and all equipment was returned to our office on 10/21.
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  Cable and internet poor service all year 2022. Told to wait until end of the year for newer technology. Now later in year and still paying for poor service and older tech. Multiple tech visits but not a problem in our house. Problem is upstream of our residence but still astounds keeps stalling on a fix with multiple excuses. Would like a fix at best and refunds for service and equipment not providing for the service Im paying for.

  Business Response

  Date: 10/24/2022

  We spoke with **************** 10/20. He explained his frustrations. We made sure he knows my name and has my number so he can reach out to me with any future issues. His service has been working fine since the ********* was out on 10/14. I applied a 1-month credit for his frustrations. He was satisfied.

  Customer Answer

  Date: 10/24/2022

   
  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:10/14/2022

  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.

  we signed up for astound internet (gig speed+ router) from ******************************************* on 5/3/ 22. the internet started 6/11/22. she noted these items:"-Second month free -$50/month for our gig speeds and $30/month for 100MB (both fiber symmetrical plans)-No contract (cancel anytime) -Assist in getting out of any previous contracts -No install fees (just $10 activation first month and then youll never see it again) *************** (no data caps) -Use our router or your own -And if you use cable we have ways to help you save! (We dont have cable as of now but I do have great suggestions for streaming services!-$100 gift card with gig speed and router! "We have had these issues and tried to follow up with their chat but unable to resolve. 1) we were never told of the monthly Internet Infrastructure Fee that is kept by astound ($**** per month for the first 4 months. that fee increased $2.8 without notice)2) the 2nd month was not free. instead they gave us the first month free but charged us **** for fees that astound kept, not taxes 3) we never received the $100 gc 4) we were told we could bring our own modem but the customer service we called said it was not possible to use our modem. I am looking for 1) a ****** credit for the the internet infrastructure fee waived because it was not advertised upfront. total of ****** (*****4 months+9.77*8 months= ******)2) the 100 gc as a credit on our account because we never received it yet. 3) someone to walk us through how we can use our own modem

  Business Response

  Date: 10/17/2022

  I spoke to ***. I went over the following and she was satisfied. I have applied a credit for 4 months **** (*****) and one month **** total of *****. If they want to continue using our internet they will be billed the internet infrastructure fee.I have applied a credit of ****** in lieu of gift card, as it was not entered on work order. They can use their own router; service does not use a modem. I explained what they would need and they will look into it.

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 cancelled my **************** today, Oct 14, 2022. When I called to cancel, I was told I would not receive an email confirmation that it has been cancelled. The website also has NO indication that I am no longer a customer. Essentially I have NO way of proving that I cancelled the service as of today. This is extremely shady business practice. When I called the agent also informed me that I owe them a final balance of $7-ish. Again, shady, because I DON'T owe them anything; in fact they owe me! My last bill (attached, Sept Bill), which I paid in full, covers the period of 09/16-10/15 (page 3 of the bill). The upcoming bill (due in Nov that I won't pay since I have cancelled the service, also attached, Oct Bill), covers the upcoming period of 10/16-11/15. Since I am cancelling two days before the new billing period starts and one day before the end of my current billing period (which I already paid in full), I DON'T OWE THEM ANYTHING. In fact, they owe me a refund of that one day between my cancellation (14th) and the end of the current billing period (15th).The agent told me the $7 balance automatically generated by the system (dirty tricks) "may" fall off after a few days, but if not, I have to "take care of the $7". Are you serious? Not only are you not refunding me the difference, you are overcharging me the mysterious $7 for a period I never use your service! Absolutely rockbottom low. In short, they don't give you ANY confirmation or provide ANY record that you cancel the day you cancel (so they can argue that you didn't actually cancel in time hence the extra charge), AND they charge you a bogus amount for a service that you don't use. Absolutely egregious and unethical. I want any balance to be removed from my account. I want a confirmation in writing (email) that I cancel on Oct 14, 2022, that I owe you 0 (ZERO) dollars (I don't even want your one day refund), and that we are free and clear from now on.

  Business Response

  Date: 10/19/2022

  I called and left messages with the following information. The billing period 09/16/2022 - 10/15/2022 of ***** was already paid.
  The statement they are talking about on 10/14 was generated before the disconnection was final in the system.
  On 10/14 the account was closed and billing was updated. The final bill generated on 10/17 and nothing is owed. Final bills do not generate until a day or so after disconnect.

  Customer Answer

  Date: 10/19/2022

   
  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:10/13/2022

  Type:Delivery 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 returned my modem after discontinuing service, and I used the ***** label that Wave/Astound provided. ***** tracking number shows that the modem was delivered to Wave/Astound successfully, with signature on file. I thought everything was fine until I received a notice from a collections agency (!) for the charge of the modem. I contacted Wave/Astound and opened a case, then called in three more times to ask for updates and to provide tracking number again (twice). It's been over 3 weeks and I've had to call/chat multiple times since then with no progress and today they tell me they don't even see my original case, so they've opened a new one and "there's nobody we can escalate to, we just have to wait". All the while the collections company is trying to get money from me and risking damaging my credit all for Wave's amateurish mistakes.

  Business Response

  Date: 10/14/2022

  I called and left a message for *******. The equipment has now been removed and all charges reversed. We will notify the collections agency to remove this.

  Customer Answer

  Date: 10/17/2022

   
  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. I am deeply frustrated that I had to go to this length to correct the business error.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/05/2022

  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 by wave has constantly had Internet outages. Everyday my internet goes out around 11:30 for about ***** minutes. With COVID working from home is seen a lot more and depending on working Internet is a must. Today 10/5/22. The Internet was out ALL day and their estimated return times just kept changing without the customer in mind. I called and NO ONE ANSWERS the phone - what kind of customer service is this. I work from home, I depend on working Internet, not ones that go out EVERY DAY!!! Because of today I could not work, I lost income because of Astound/wave. I would like reimbursement for today's internet fees and I would like compensation for being out of work due to no Internet. 6 hours of work at $23/hr. Please come up with a reasonable compensation based on my lost wages.

  Business Response

  Date: 10/12/2022

  I have called and left a couple messages with my direct number to call back. If they are having issues daily, we need to send a technician out to their location to escalate and get issues resolved. We have never been out there. The last contact before October 5th was in May and that was due to an outage. Unfortunately we are only able to credit service cost for the period service is out, not wages lost due to outages.  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18173641
  
  I am rejecting this response because: There is no need to send someone out, the company has bad and probably old lines throughout the area and would rather blame it on the customer instead of take responsibility for it. Everyday my modem is reset and its out for ***** mins and then it comes back on - again probably due to the old wiring they have. The day the internet was out No ONE in the company was answering the calls and most ethical business give you a heads up that it will be out, so people can prepare for it and make other plans, but not Astound. When I did call to try talk to someone, the update time to get fixed kept getting pushed out and pushed out with no one available to talk to about it. I have received 1 call - not several, like the message suggests. I would like to resolve though here first before talking to someone. I still believe lost wages were are a problem they need to review and address, had I been advised this was going to an all day outage, I would have prepared for it.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/03/2022

  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.

  Wave / astound cable installed a line to ******************************************* that aerially trespass across my front yard. My property is 316 27th Ave. The cable is over my front yard and in front of my porch. See photo. Need aerial trespass cable removed and redirected to not trespass.

  Business Response

  Date: 10/04/2022

  I spoke to ***** and let him know I have contacted our local team and they will remove the line within 48 hours. I also sent a request for them to move lines from the old utility pole to the new one. ***** was satisfied with this.