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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

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/20/2024

      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.
      **************** provider Astound Broadband, ** branch frequently causes interruption of the internet service in the area. Past few weeks, we had at least 3 times of service interruptions where the service was unavailable for more than 48 hrs, yet Astound Broadband **************** provider does not provide any compensation plans for those frequent service interruptions that they have caused with. Both HOA and Astound Broadband **************** provider should come up with the compensation plans

      Business Response

      Date: 01/13/2025

      Reached out to customer, no answer, left vm advising that for service issues credits, with this being a bulk through their HOA, may need to be handled with the *** and their contract with us, to issue that service issue credit due to outage.

    • Initial Complaint

      Date:12/13/2024

      Type:Order 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.
      Signed up for $20 internet. Was told that I had to sign up for autopay to get the price but wasn't told that I only had 30 days to sign up for autopay or the account was no longer eligible for the discount. I want a refund for the set-up fee and activation because I didn't receive the service that I signed up for.

      Business Response

      Date: 12/18/2024

      Reached out and spoke to customer, offered we can credit ***** to settle due to miscommunication on the rate. Customer accepted, no further questions or concerns. Resolved.

    • Initial Complaint

      Date:12/03/2024

      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.
      This issue is multi faceted. we had a significant storm in area which knocked down many power lines and poles and much of Astounds service. Astound brought service back to my neighbors which were downline of me by coming onto my property and reconnecting their lines. they did not, however, repair mine at same time despite being exactly in the right spot to do so. instead they have given my repeated calls to their customer care line no attention and set a repair date of 3 weeks from now for restoration of service. My multiple attempts to escalate this issue up to a supervisor who could contact someone to get me back up sooner has been met with inconsistent and unhelpful responses. this property houses both my business and my residence. It has no cel service and the only way to communicate with my customers and the outside world (getting files and data for business to and from the cloud, communicating with customers taking and shipping orders, and most importantly my medical equipment's ability to communicate with the monitoring *** I respect this is a difficult service outage but I feel they are providing very poor service considering they were right here doing work and did not take the time to repair my service and in stead left it dangling just above the road where it is a danger to vehicles and the line. i would like a real live person who has a number i can call and the ability to actually influence my repair date to call me.

      Business Response

      Date: 12/13/2024

      Called customer, no answer, left voicemail regarding service issue concerns

    • Initial Complaint

      Date:12/02/2024

      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.
      Our internet has been out for 10 days as of tomorrow. When we contact Astound they refuse to give us an *** on restoration, refuse to escalate internally to someone who may have information, and refuse to allow me to put in a ticket. We had a storm through the area two weeks ago and power, etc. was fully restored well over a week ago. They continue to tell us they are working on the issue but we haven't seen any updates or response.

      Business Response

      Date: 12/17/2024

      Reached out to customer, no response, left voicemail.

    • Initial Complaint

      Date:12/01/2024

      Type:Service or Repair 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.
      have been a customer for **** now. They have the worst cistomer service the service is spotty and charge outrageous fees for things that are out of your control like this huge wind storm we had almost 2 wks ago. We still don't have internet or cable back. Last time we went 5 days without power they charges me for new equipment and then a $75 fee for the technician to come out and hook it all back up. They told me that when the routers and boxes go more than 3 days withbout power running to it they essentially break. So when I called this time we were without power for a week and I have been calling now since power was restored on the 21st and still not internet or cable and the agent told me all she could do was notate the account to waive the fees. Once the services are restored. But they don't have any updates of when it will be restored, I just got my bill and have been charged full price for services i have been with out for 2 wks now and can't even talk to anyone at customer service until it is restored. The automated call just hangs up on me. When you call in to CS it just says services are interrupted your services will be restored by 2pm today which is ******** bc they say that all day long the times just change. This is ridiculous. The customer service line won't even let me talk with them or thru the online chat. They have completely blocked me from even being able to disconnect services or talk with anyone about the bill I was just charged. It says no agent can help me until services are restored.

      Business Response

      Date: 12/10/2024

      This customer did not answer; mailbox full; could not leave a VM.

      Customer Answer

      Date: 12/11/2024

       
      Complaint: 22623977

      I answered it and it said the service had been restored but now when I call for the refund/credit for the time without the *** said that they cannot apply the credit until the service is showing restored on their end which it is not.

       

      Business Response

      Date: 12/17/2024

      Reached out to customer, no answer, mailbox full, could not leave voicemail. I researched the account and based on the modem history and reported in notes, submitted an out of service credit for the dates 11/20/2024-12/09/2024.

      Customer Answer

      Date: 01/06/2025

      They have taken care of my issue. Please close this complaint.
      Thank you

    • Initial Complaint

      Date:11/21/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 was using Astound / Wave Broadband internet.I was moving, and contacted Astound through their customer-service chat.I asked them to keep the internet on until 12/2, which was after when I would move out. I asked initially to get the cancellation, and then once more to clarify that I need the internet until 12/2. The customer service representative assured me that it would, and that it would cause a second payment cycle into that month. I was fine with this. At the time, my bill was $56 after tax under a promotion price.On 11/21/2024, my internet was cut off at 9am. I contacted the customer support chat once again to see what was going on. They said that it was the end of the billing cycle, and that I had asked to have the service shut off then. I told them that this was not what I asked for, and wanted it on until 12/2 as the last representative offered. They told me the only way to turn the internet back on was to pay $76 for a new internet service without promotion. This was their fault for cancelling early, and now they were charging a higher price.I asked to speak with someone on the phone. They gave me their service line, and I connected with a woman with an Indian accent. She was courteous, but still could not restore anything I had before. She said the only way now was to use one of the new prices. She mentioned that the computer was locking her out from reverting anything. This was the company's mistake, and the representatives were unable to fix their issue. It feels like some level of extortion.The area I am moving does not have this service, so it felt like a last ditch effort to get more money out of me, and making me pay a much higher rate on their "mistake." There were no offers to fix their mistakes, only higher prices.A side note, I know they use AI chat bots, as the initial person that responded to my inquiry stated it was AI. I wonder if the first ******** Representative chat was also an AI representative. I don't have proof of this.

    • Initial Complaint

      Date:11/20/2024

      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.
      I used astound broadband for internet and found out that over the last year they have been overcharging me and even double billed me in November of 2023 and they are now refusing to rectify the issue. I am out almost $300 because of this company. And on top of all of that they cannot provide consistent coverage. They are the worst internet provider in the world and because of the *** they are the only wired internet provider in my area.

      Business Response

      Date: 12/06/2024

      Spoke to customer, tried to review past ******** with customer, they declined any review, declined offer to lower current rate, no further questions or concerns. 

    • Initial Complaint

      Date:11/19/2024

      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.
      Started getting internet when we moved in 5/2024 and was paying for 1 gig but only able to get 300mb at the pole per their techniction. ****** for a refund for a time when they were not able to provided the paid for services. They are stating they can give a refund for 2 days. I would like a refund for all of time. We have been paying for a service we could not have recieved. I am asking for a refund for those dates to the 300 mb price.

      Business Response

      Date: 12/06/2024

      Called customer in regards to service issue credit, no answer, left voicemail.

      Customer Answer

      Date: 01/07/2025

      Hello,

       

      Unfortunately, I am still trying to get a hold of them to discuss. I have left messages and they have not gotten back to me. This was around the holiday so I plan to call them again tomorrow. 

       

      Thanks for checking in,

       -********-

      Business Response

      Date: 01/17/2025

      Reached out to customer, no answer, left voicemail, advising why a 2 day credit was offered, and what information we were looking into. There is a pending disconnect, Offered we can do a one month credit as a courtesy for the concern, asked that customer reach back out so we can proceed with offer.

      Customer Answer

      Date: 01/28/2025

      The company and I have still not been able to connect. I will call them again tomorrow, 1/29/2025. We have since changed our internet service to a new provider. 

      Business Response

      Date: 01/31/2025

      Reached out to customer to go over the credit for service issue time, and to explain how we handle service issue reports and related credits. No answer, left voicemail.

    • Initial Complaint

      Date:11/08/2024

      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.
      I am being forced to use internet for my tv even though I don't have an internet tv.

      Business Response

      Date: 11/29/2024

      Called customer, No response, left voicemail in regards to questions with having to use our internet with condo provided Astound cable service.

    • Initial Complaint

      Date:10/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 spoke to an Astound agent on August 14th @ 2:12 PM and requested information for cancelation and return of all internet equipment. The agent then offered a reduced rate of $56.87 and assured the rate would not increase for 12 months. The next month the rate was increased by $3.96 per month ($60.83/Month). I called again and was told that the rate is fixed and will not be changed to the promised rate I was given on August 14th, and in addition the rate will increase by another $40.00 effective January 2025. Astound is a dishonest enterprise; they have agents that make promises they do not keep.

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

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