We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cable TVs

Astound Broadband powered by Wave

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable TVs.

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 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.

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yesterday, 08/10/22, I spoke with a representative of Astound to arrange to upgrade my service to 1.2 Gigabit internet. I identified my account, and everyone was clear that this would be a service upgrade. At the end of the call, the representative told me that I could have the service for $71.92 a month for one year, that there would be a $77.95 installation fee, and that the technician would arrive today, 8/11/22, between 10 to noon to do the install. The work order is *******. (I have attached a screen capture of the chat I had with Astound.)So I took the day off work to be available. Today at 10:30am, I received a voice mail stating that "the service is not available to current customers," and my work order was canceled. This is 1/2 hour into the install window and after I had arranged to take the day off work home. Given that I spent more than an hour waiting for a representative to set up the install, that he claimed to have checked and double-checked that the service was available, that I was issued a work order, and that I took time off work to be available, I request that Astound honor its representative's agreement and provide the service at the price I was quoted.

      Business Response

      Date: 08/18/2022

      I called and left a message explaining the following. Our agent did tell him initially that 1.2 upgrade was not available to them at this time in the first chat conversation. Unfortunately, this is a new speed option and the agents after the first one misinformed the customer. At this time, we cannot upgrade existing customers service so we unfortunately cannot do as the customer requests.
      Once the service is available to current customers, we would be happy to upgrade them. At this time there is not set date for that. Sent feedback about agents that set up upgrade.

    • Initial Complaint

      Date:08/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Lack of consistent internet connection and cable service, and lack of reasonable notification regarding service to be restored.This results in paying for service we are not receiving.

      Business Response

      Date: 08/10/2022

      I spoke to ***** today and scheduled a service call 8/11 12-2 to address connection issues. If it needs to be escalated the tech will do so. As for service being out for weeks, we do not have any record. I have sent this to the local area supervisor to look into. Added a 12-month discount to lower her **** also.
      Internet only with Astound no cable (it was disconnected July 2, 2021)
      If there is an outage, we do not always have a set time of resolution only estimates, which can change of when service will be restored. This is due to many different reasons that can be the cause of the outage. If it is power, we have to wait until that comes back up etc.
      Example yesterdays outage 8/9 - RFO-undetermined / self clear while tech in route. It was only out for an hour.
      ***** has my direct number to contact me for any issues. I will follow up with her on Monday 8/15.

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Resolved
      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 is purposley deceptive in their equipment return policy. They claim there is no out of pocket for their customers to return their eqiptment via Fed Ex but this is not the case. I specifically asked about any charges and was told by an Astound agent everything is free. Here is the chat I had regarding the matter and I think you can see this classic bate and switch at the customers expense:I have your account here **** Thanks for being with Astound Broadband I don't see anything that was charged out of the ordinary other than your usual charges I see the changes you made which cased prorations You have a credit balance of 24$ currently Yesterday I made a change that required me to return some equipt to Astound via Fed Ex. I was told there was no charge but that was not the case.But There is no charge And that dosn't happen for 30days for unreturned equipment There is nothing to gredit or remove credit*ok I see where the misunderstanding is....let me say it another way.......Ok Fed Ex charged me $11 to ship the Tivo,cord and remote back to Astound. I specifically asked the agent yesterday if there was any money required from me to fulfil this transaction and they assured me there was not. I'm asking for an $11 credit to be added to my account. Make sense?I'm sorry we cannot reimburse for that. You would have to have gotten the return label from our website as its free**** that way I did get the return labaql from you and it was not free I'm sorry something must have been done incorrectyl because it is free, no where in the 4yrs working here has a customer had to pay for that I have the receipt, they charged for the shipping container, and I asked the Astound agent specifically about that. PLease consider the reimbursement because this is starting to look like a shady deal.I'm sure you have the reciepte Its not that.. its just if done correctly it would have been free I'm sorry we don't reimburse for anything outside we provide So you are telling me

      Business Response

      Date: 08/03/2022

      I called and left a message for ****. To resolve this I have credited the ***** to the account as a courtesy.
      Astound only provides the label to ship back. It is up to the customer to provide a box. If they do not that is why ***** charged the *****.
      This is listed on the website where they filled out the form for the return label. https://www.astound.com/support/internet/equipment-return/

      Customer Answer

      Date: 08/06/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find the resolution adequate.
       

      ***********************

    • Initial Complaint

      Date:07/30/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Hello, Upon creation of account and new service for account #***************, I added the *** broadband program because I am low income, and currently disabled. On Jun e 4th I called and the rep stated that the feature was not on my account.I provided all the information previously and finally a rep called me and added the feature in late July. I am requesting the $55.00 reconnection fee be credited back, previous rep I spoke to refused that credit, even after stating I would file a BBB complaint, She also refused a supervisor request by me. I currently cant afford the extra $55.00 and feel is was Astound's error in adding feature, which caused the interruption of service. I feel this is a fair request otherwise I can switch providers. Thank You

      Business Response

      Date: 08/03/2022

      I called and left a message for *******.
      On 03/15/2022, service was installed. On 6/10/22 ACP information was submitted to us. There were 3 statements sent out prior to this and no calls to us about ACP.
      We tried to contact and verify information to add ACP ***** discount on Jun 25, Jul 14 and finally were able to add it once we got DocuSign back on Jul 15.
      To resolve this complaint I will credit the ***** reconnect fee and the ***** late fee as a courtesy. Balance owed is now 46.79.

      Customer Answer

      Date: 08/03/2022

       
      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,

      ***********************

    • Initial Complaint

      Date:07/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 has a pattern of turning off service to our area without alerting customers, These are planned as part of repairs and general maintenance. When customers call to inquire about the outages, the first line customer service representatives deny that the service is out or that technicians are working in the area (note, we actually talked to the technicians who where working at the time and they these were planned outages). The service reps also accuse customer of lying when they are told that the techs are in the area working, Further, they blatantly refuse to escalate to a supervisor. The desired remedy is simply 24 hours notice that they will be working in the area and turning off service so customers (many of whom work from home) can make alternate arrangements for those times.

      Business Response

      Date: 07/20/2022

      I spoke to *******.
      Maintenance is not always scheduled sometimes it is emergency and we are not able to notify.
      I show no maintenance scheduled on 7/18. The call center is unaware unless the local team posts it to the outage board for us.
      I will send feedback about maintenance not being listed for our agents. I will also send feedback about notification to customers.
      As for the supervisor we can always send a request for a call back, I will look into why it was not and send feedback.
      The account has been credited ***** for the time service was out on 7/18 already.
      I will credit the remaining ***** so balance will be **** for the issue they have had and the inconvenience.

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.