Business Profile

Cable TVs

Astound Broadband powered by Wave

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Astound Broadband powered by Wave's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

210 total complaints in the last 3 years.
74 complaints closed in the last 12 months.

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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:01/28/2025
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 notified Astound, via phone, that I'm disconnecting my internet service with them as of last month's service due date of 12.16.24 after raising well over $30 from this last bill without any warning, stating that all my promotional rate has expired after last 2 years going on my 3rd year; and, now they're OVER-charging by twice the new hiked up rate of $193.76. I've already notified them on 12.16.24 that I fully intended to seek new internet service elsewhere, as soon as it's installed, in returning their equipment. I told their *** to make a note of it on my account of the impending cancellation.
Business Response
Date: 01/31/2025
Reached out to customer to go over billing, no response, left voicemail.
Customer Answer
Date: 02/04/2025

Complaint: 22866476

I am rejecting this response because ASTOUND called me late last Friday, left me an extension that is disconnected, that also says that he'd call me y'day, Monday, and no one calls! While I tried returning UNSUCCESSFULLY to extension option #4, as it kept on disconnecting on me like 3x now. CAN SOMEONE ACTUALLY CALL ME BACK AGAIN, SAY 11AM/PST TOMORROW???

Sincerely,

**** Le
Business Response
Date: 02/13/2025
Reached out to the customer, no answer, left voicemail.
Initial Complaint
Date:01/26/2025
Type:Delivery 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.
Signed up for Astound internet serice on 8.18.24, Work Order #:5492470, with promotion School1 for a $100 amazon gift card.I completed the terms of the promotion, I have not received the $100 amazon gift card.Customer Service opened case # ********. I still have not received the $100 gift card owed.
Business Response
Date: 01/31/2025
Reached out to customer, no answer, left a voicemail about the issue with not receiving amazon gift card, provided a follow up number for *************** who sends the gift cards to our customers.
Customer Answer
Date: 02/01/2025

Complaint: 22860924

I am rejecting this response because:
I have not received the gift card from Astound which was to be included with my subscription.
I should not have to contact their vendor to recieve my order, I did contact *************** at the number left and they had no record of the gift card order.
Astound should insure the owed gift card is emailed to me with an order# or credit my astound account for the $100 owed.

Sincerely,

*********** *******
Business Response
Date: 02/10/2025
Reached out to customer regarding the gift card concern, I have submitted an escalated form to have this mailed out to customer for the 100$ Amazon gift card.
Initial Complaint
Date:01/17/2025
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.
Broadband significantly raised my prices without notice. I called to cancel and was given a lower price. A few months later my bill was increased again without notice. I cancelled service on December 31, 2024. I was told I would not receive another bill. I received another bill. When I called to inquire I was told that my billing cycle ended 12/25/24 so I would be charged through 1/25/25 for services that have already been disconnected. I requested written confirmation that my account was disconnected as requested and I would not receive any more bills and was told they would not provide it.
Business Response
Date: 01/27/2025
Per the customer's request, reached out via email to include a written confirmation of the account closure, and explained the data disconnect policy with a link to our websites policy information.
Initial Complaint
Date:01/17/2025
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.
We pay over $400 a month for ************Sports and Unlimited Gigabit Internet. Over the last month or so the quality of our service has degraded substantially: we face TV service that skips with digital audio and picture artifacts and unreliable internet service that frequently goes down. Just today a representative I chatted with online noted: "The modem is operating in Partial mode. This may negatively impact service and could indicate a problem with one or more Upstream or Downstream channels. There have been 3 interruptions in service due to Upstream SNR over the previous 3 hours." While I was able to get a single $25 dollar credit for my troubles, this is poor compensation for the abysmal quality of their services. I want a similar evaluation like the one quoted by the online chat representative done for the last two months (not just a 3 hour snapshot of today) and I want a manager to contact me and work out a more equitable compensation based on this data.
Business Response
Date: 01/27/2025
Reached out to the customer to discuss the service issue concern and billing, no answer, left a voicemail.
Customer Answer
Date: 01/27/2025

Complaint: 22826785

Was not able to accept call from my cell phone at the time. (I do work during the day and this is my personal cell phone.) Will call back using the phone number from voice mail.

Sincerely,

****** *******
Business Response
Date: 02/06/2025
Reached out to the customer via email to see if communicating that way helps us work together to resolve this. Email includes out of service credit we can apply, and any follow up to service issues.
Customer Answer
Date: 02/08/2025

Complaint: 22826785

I am rejecting this response because:
Still in the process of communicating with business via email. Verifying that proposed credit for service disruption has been applied. Will accept closure after this detail has been confirmed.

Sincerely,

****** *******
Business Response
Date: 02/13/2025
Email response sent confirming the credit applied and addressing the outage resolution.
Customer Answer
Date: 02/14/2025

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:01/17/2025
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 posted a review of Astound Broadband and the business responded, asking me to contact them. But when I contacted them they just reiterated their policy, making things worse. When I signed up for service they gave me TIVO for free, but after I cancelled TIVO they kept charging me $2.99 per month for the equipment for FOUR YEARS. I only found that out after I moved*, and then they also charged me $75 for not returning the equipment (which was a remote). I was never asked to return the remote and I cancelled the ***** *Their billing statements have a page after all the fine print detailing the monthly charges, but you stop reading at the fine print so you never see that end page
Business Response
Date: 01/27/2025
Reached out to customer to go over the TiVo 4K stream device concern, no answer, left voicemail.
Customer Answer
Date: 01/30/2025

Complaint: 22823398

I am rejecting this response because:
I have already spoken with Astound three times regarding this issue, and we go over the same thing again and again. The voice mail I received went over where I can return the equipment, when I have already stated I no longer have the equipment. Astound continues to waste my time.

Sincerely,

******* ****
Business Response
Date: 02/10/2025
Reached out to customer, no answer, left voicemail. Advised in voicemail that due to the 4K stream device not being returned the charge is valid, account balance has been paid, so no further action is needed outside of any possible return. (if device happens to be located and returned then charge will automatically be cleared at that time)
Customer Answer
Date: 02/10/2025

Complaint: 22823398

I am rejecting this response because:
Astound wasted my time and didn't resolve my complaint. There was nothing I could have done to avoid this situation. I'd like others to be aware of the way they do business.

Sincerely,

******* ****
Initial Complaint
Date:01/14/2025
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 had switched from Xfinity to Wave because Xfinity jacked up the price to $111 a month FOR JUST INTERNET and so Wave Broadband Astound was advertising it at $20 the first 6 months and $55 after that. NO WHERE did it say it was $30 a month and with a discount it's $10 for autopay. Fine, I sign up for autopay. BUT GUESS WHAT, it doesn't start until 2 months later, so you're paying $30 when it should be $20 cause' it SAYS for 6 months. They do not plan on giving me the money in a credit or offering to extend the months so it actually is 6 months. This is crazy, this is taking advantage of people and it's NOT okay. It also has TAXES which aren't supposed to be charged in ******.
Business Response
Date: 01/23/2025
Spoke to the customer, went over current billing, and future expectation for billing, customer had no further questions, issue resolved.
Initial Complaint
Date:01/11/2025
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.
Re: Account *************** On Saturday, 12/26 via Chat (transcript enclosed) I ask Demani to closed my account. Demand explained he need to disconnect my account on 1/24/25 (the end of the monthly bill cycle). On January 11, 2025, I noticed that my account online still generated a bill of $93.38 for the period of 1/24/25 to 2/24/25. This is for the cycle one day after the promised disconnection date of 1/24/25.Can you please help resolve this issue. Thank you for your assistance.Attachments are enclosed.
Business Response
Date: 01/17/2025
Spoke to the customer, and confirmed the current balance of ***** is only for the cycle dates 12/25-01/24, which is the last bill cycle, nothing further will be charged as we do have the disconnect work order on file. Customer understood, no further questions or concerns.
Initial Complaint
Date:01/06/2025
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've had astound waveg ethernet service for over two years, it started great, however at end of November I had a service interruption over a weeklong, at first it was a fiber cut, then it wasn't, and my service was up(it never was) back and forth until a technician finally came and apparently a platform migration left my building floor switch **************** had to be fixed in backend even though astound/waveg had sworn there was nothing they could do, then when my service came back it had no ipv6 - according to tech the new provisioning system doesn't allow for ipv6 as it is some ancient one.All of this is bizarre that an isp would in 2025 switch to a DSL(?) directed provisioning system while also still showing in ************************************************************************************** that ipv6 is available for ethernet ************ this point this service isn't competitive to any of my other options available, and this should be fixed.
Business Response
Date: 01/13/2025
Reached out to customer regarding service concerns, no answer, left a voicemail. We are wanting to schedule a tech out to resolve this issue per case notes.
Initial Complaint
Date:12/30/2024
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.
On December 30, 2023, I contacted Wave Broadband to request the termination of my service effective January 3, 2025. Despite providing sufficient notice, the company stated that the service would remain active until the end of the billing cycle on January 17, 2024, and is insisting that I pay the full amount of $41.63 for the entire billing period.This practice is both unfair and unethical. I believe customers should be charged only for the services they use. Many reputable service providers prorate final bills to reflect the actual usage period, and I expect Wave Broadband to do the same.I am requesting the BBB's assistance in resolving this matter by urging Wave Broadband to:Prorate my final bill to reflect charges only up to January 3, 2025.Adjust the $41.63 charge to reflect the actual services used during the billing period.Wave Broadbands refusal to prorate charges forces customers to pay for services they do not use, which is not acceptable.
Business Response
Date: 01/08/2025
I spoke with the customer regarding the change in our data disconnect policy, sent a copy of the notice to their email on file. Customer had no further questions or concerns.
Initial Complaint
Date:12/23/2024
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.
On November 14, 2024, I requested a service transfer from Apartment 225 to 315, effective November 21, 2024. However, my internet was disconnected prematurely on November 15, even though I had requested a transfer, not a cancellation. Despite my repeated requests for assistance, Astound ignored my transfer request and canceled my service without explanation, leaving me without internet access. No representative took responsibility, and my issue was never resolved.Billing Issues:1. After Astound's error, my plan was unexpectedly increased from $46 to $93.20.2. After I canceled the transfer due to a storm, my internet speed was drastically reduced to 93 Mbps download / 0.08 Mbps upload, and I was charged $93.20, despite having already paid for the service under my original plan for November and December.Unauthorized Charges:Astound charged me $116 for the period November 15 December 3, 2024, even though I couldn't use their services. I had already paid for services prior to the transfer request, but instead of accepting my transfer request, Astound canceled my service without notice and continued charging me for services I never received. Despite multiple requests for cancellation, they failed to resolve the issue.Customer Service Failures:1. ******************** made no effort to address the billing issues caused by their mistake.2. ****** *** assured me that my issues would be resolved, but he ignored my follow-ups, and the promised supervisor never contacted me.3. I spoke with six different representatives, all of whom gave conflicting information, with no resolution or credits applied.Resolution Desired:1. Immediate removal of the $116 charge and any outstanding balances.2. Confirmation that no reports have been made or will be made to credit bureaus regarding this disputed amount.3. A thorough investigation into Astound's customer service and billing practices.4. Assurance that these issues will not recur for me or other customers.
Business Response
Date: 12/31/2024
Reached out to customer, no response, left vm advising of credit given as a courtesy for the inconveniences of *****, leaving a remaining balance of ***** to cover the serviced dates of 11/04-11/15 and 11/20-12/19.

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Astound Broadband powered by Wave is NOT a BBB Accredited Business.