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 has 30 locations, listed below.

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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:09/29/2022

  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.

  I qualified for the *** program and once I qualified Astound has not idea why my internet is not working, The billing is incorrect and they continually refuse to have a manager call me back to resolve the problem. Each time I call I am put on hold for longer than an hour, and told Astound does not have managers working for the company and their is no corporate numbers to call and complain.

  Business Response

  Date: 10/04/2022

  I spoke to ***************** and all is resolved now. I added the *** discount to her account. I will also pass along her feedback about interactions with agents.

• Initial Complaint

  Date:09/26/2022

  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.

  My internet bill increased by more than $40 without any notice from the company or explanation why. My current bill was not past due, and all my payments were up to date. After having to call their automated service 4 times in a row before I could get through to a person, I spoke to customer service and was told they could not change the cost from $130 back to its original $89.49. I would have cancelled and signed up with a different provider if I had known they were going to increase the price. This is highway robbery, and I would like to have my original pricing reinstated, otherwise cancel my service. Please view below my most recent billing statement with no explanation as to the higher service rates.

  Business Response

  Date: 09/29/2022

  I have called 3 times and left messages with my direct number to call back. On the statement provided to the BBB the first page has a notification to look at the last page-which explains the 12-month promotions expired and that is why rates went up. An agent spoke to them on 9/26 and advised them of this, we were told they would call back but we have not received a call. We can add available promotions if we speak to them. The ones they had last year they are not eligible for.

• Initial Complaint

  Date:09/21/2022

  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.

  Live in Providence Pointe, a 55+ community with an HOA-contracted account for cable TV and internet services. My Astound account number is ****************. An ******************** technician installed cable and internet services on August 23 and August 26 (work order #*********), but from day 1 the internet was not reliable with total outages occurring daily from around 8 or 9 pm each evening until 11 am or noon each day. Some days it has been a 24 hour outage. Neighbors in the same building are experiencing identical issues. Called Astound, and requested a service call. An Astound service technician identified (work order #*********) the problem on September 10 as being outside of the building and said a line needed to be replaced. Neighbors in our building were informed of the same diagnosis of the issue and need for line repair on that date. Unfortunately there is still no resolution of the problem. Called Astound on the morning of 9/19 again to ask what is being done to resolve the issue. They promised a call from a Lead Technician to handle the problem within 24 hours. Ticket # *******. No return call or service call. Again called Astound on 9/21 morning to ask what is being done. Said they would send a service technician to diagnose the problem. I asked to speak to a Supervisor as the problem has already been diagnosed, yet the repairs are not being made to the outside line. The Supervisor again suggested a service call from a technician to check my service within my condo and said this must be done again before involving a construction technician. Neighbors in the condo building are getting the same responses which appear to be a run around rather than dealing with the diagnosed equipment failure. We cannot switch service to another provider because of the Providence Point HOA contract, so we are struggling to address the service issues with Astound.

  Business Response

  Date: 09/22/2022

  I spoke to ****** and let him know this is a pending cable replacement that will be completed by the end of next week. The tech that comes out there tomorrow will change the modem to a 3.0 for now to resolve the issues.

• Initial Complaint

  Date:09/02/2022

  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.

  I rented a wifi router from astound for $5 (they use the term high speed internet for that wifi router rental fee) per month in June and returned it on 6/27/2022. But it takes 2 months to get the router delivered ****** tracking number ************). I've called many times and they just did nothing about it and keep charging me $5 every month. I don't want to pay for any service I didn't use. Can they stop charging me that fee and just return the money back to me?

  Business Response

  Date: 09/07/2022

  I spoke to *****. We received the equipment on 8/25 and the charge was removed. We are not responsible for ***** delay.
  To resolve the complaint I will credit the account 5.00x3 months (15.00)
  ***** was satisfied with this.

• Initial Complaint

  Date:08/28/2022

  Type:Sales and Advertising 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 in June, there was a reported outage in my area -- I was promised a credit once the issue had been resolved - but was never follow-up up with to be given the credit. Since then, my internet service randomly drops and my modem will not connect to the internet. Multiple modems tested with same result - and Wave has declined to address the issue -- blaming my modem to be the issue whenever I call.

  Business Response

  Date: 08/30/2022

  Spoke to Koui, Needs a service visit. We need to be able to come out and try to resolve the issue.
  I offered to waive the trip fee if any. We set up a service call for Thursday 9/1 10-12. He is also purchasing a new modem to see if his equipment is the issue.   
  Applied 3 days credit **** for outage in June. He also has my direct number for any further issues.

• Initial Complaint

  Date:08/25/2022

  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 work from home and I pay Astound Broadband for the best internet service available at my house. With taxes, I pay $106.92 per month. I initially called them in July because the service was unreliable and very slow -- at the time sub 200Mb service. When I reached their representative, they confirmed I had one of their best plans and that I should be seeing over 1 Gb speeds. They then sent a technician who worked to ensure there was nothing wrong in my home or with my equipment. This was on July 27. By the end of that visit, he confirmed that it was a problem with Astounds network and that it was beyond his ability to fix it. A week went by and not only did it not get fixed, but it continued to degrade. I then called again and on Aug 8 they sent the same tech back out who confirmed it was not my problem, but Astounds and there was nothing he could do for me. I waited a few more days and then on Aug 11 they sent another tech out who could not fix it as well. At that point, they stopped sending techs and will just tell me that this has been escalated. On August 23 I called them again and I spoke to someone in an escalation group who created a ticket for a supervisor to call me. Finally, a supervisor called me on Tuesday morning, August 23 when I was in a meeting. Within a few minutes and I called him back and over the next 48 hours I called him back 4 times and he won't answer or return my call. Today I called in again and I was promised a call back by the end of the day. No return call. It is now a month later, no one from management will call me and my service has degraded to less than 70 Mb when I should have over 1 Gb. I work in telecom and I understand how things can go wrong, but this is crazy and awful service. As it stands, I can no longer work from home. Please help me get this fixed.

  Business Response

  Date: 08/29/2022

  The area supervisor ******* spoke to ******. We have identified this customer is on a node that is now scheduled to be split early next week. ******* will follow up with the customer after the maintenance,to see if his issues have improved.

  Customer Answer

  Date: 08/30/2022

   
  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:08/24/2022

  Type:Sales and Advertising 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.

  Weve had lots of problems. Weve had lots of promises to fix them with very little follow up or communication. When we get customer service on the line, which is not easy, they are very good but nothing seems to change for the better.

  Business Response

  Date: 08/30/2022

  I spoke to *** on 8/29 and scheduled a service call for 8/30. I left a voicemail 8/30 to find out why TC was canceled by him?In addition, to let him know there have been outages/connection issues in this area as we prepare for the new node to be placed. Once that is done, there should not be any more issues. He has my direct number. 

• Initial Complaint

  Date:08/24/2022

  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.

  We have been trying to get broadband service for several years. Wave laid cable down our street almost 2 years ago and had placed a hub with the line pulled to it last October. Several homes on our street have been hooked up but many have not. We were told back in October that we needed to pay to have a trench dug from the hub to the house, we paid someone $400 to do this last October 2021. After much back and forth with the company we were told that we need to pay $214, which we did, by check on May 1st to hook things up. Since then we have seen no further activity. We still have no internet access (except by satellite). We do have endless excuses and "let me look into it"s. We have no other options and they are the sole provider option. I am tired of calling every week. We have done everything they have asked and spent over $600.

  Business Response

  Date: 08/30/2022

  I spoke to *****. We are getting a date scheduled to complete connecting the line to her house and then once that is done we will reach back out to schedule the install. As soon as I have an exact date, I will let her know. She is happy with this and has my direct number to call if she needs anything.

  Customer Answer

  Date: 08/30/2022

   
  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 will be even happier when the work is completed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/22/2022

  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.

  Service often goes down many days in a row. Planned maintenance is not communicated to customers until we call to complain. The company has made it more difficult to contact an actual person through their phone system.

  Business Response

  Date: 08/24/2022

  I spoke to **** and went over the issues he has been having. Maintenance is usually done overnight. We are trying to upgrade the network in his areas and unfortunately, some work has to be done during the day. I will pass along his feedback about notifying customers about maintenance. I did let him know I will try to find out when it will be complete and call him back He has my direct number for any further issues. Credited ***** for the time he has been out in the last couple of weeks. He was satisfied with this.

• Initial Complaint

  Date:08/18/2022

  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.

  So they refused to let me switch to the *** Free plan as they say only new customers can (150mbps for free) and instead kept me on the 100mbps plan and discounted it. So I am paying more for less internet still. There is no other provider for the internet where we are as Wave holds exclusive rights. So instead of Free 150mbps, I am paying $40 for 100mbps. I am on a fixed income and $40 is my pills for a week. please help me get these bills under control and hold them to the program. Also since Wave bought out Astound we have had nothing but dropped connections and slow or unusable internet. I thought fiber was supposed to be the fastest. FCC Rules include:Preventing consumers from being forced into more expensive or lower quality plans in order to receive the ***;

  Business Response

  Date: 08/19/2022

  The agent they spoke to must have misinformed them. We can definitely add *** to her account.
  
  I Spoke to **** and ****. Sent them the *** DocuSign. They sent it back. I added the no cost *** to her account.
  They are aware it does not cover the Eero and will return that to us. Until they do, they are responsible for the 9.95.
  Credited ***** for this billing cycle to resolve complaint. They were satisfied with this resolution.