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.

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.

Initial Complaint
Date:08/09/2024
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 have constant internet outages and slow speeds every day and despite many contacts to customer service this has not been resolved. I took a day off work to have a tech come out to assess the problem and he did nothing and the problem persists. I have contacted customer service MANY times and they pretty much told me nothing can be done. If there was another internet service provider in the area I would have canceled my account a long time ago. So unbelievably frustrated with the constant work disruptions and inconvenience despite paying over $100 per month!
Business Response
Date: 08/26/2024
The service issue looks like it was resolved on 8/17. Our executive resolution team did reach out to the customer and like a message to follow up
Initial Complaint
Date:08/06/2024
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.
I cancelled my account with ******************** on June 16th. My final bill was paid automatically. I returned all equipment. Astound then in July sent another bill with ZERO details. It stated the bill might be for issues with equipment. The amount was more than any previous month bill. I waited thinking they they might have had a delay in checking in my equipment that was returned. In August a bill was mailed stating final notice. Again the amount was more than service ever was on my account before I cancelled.. I called in to ask what the charge was for and the *** gave me the runaround and said "it is probably the last month you never paid. I stated that I cancelled service after my bill date and therefore all payments had been made. I asked for details of exactly what the charge was for. She demanded payment. I said not without some details of what I am paying. The *** is all she sent me. This company is charging a premium amount for services not rendered and hiding behind ambiguous and predatory business tactics. I demanded a written bill of exactly what is being billed. They have not provided it. I now want them to remove this charge and make sure it does not hit my credit.
Business Response
Date: 08/21/2024
The account was disconnected on 6/16 which was the last day in the billing cycle. A bill generated on 5/20/24 that was due on 6/08/24. That payment was never received. The last payment received was on 5/08/24
Customer Answer
Date: 08/21/2024

Complaint: 22103902

I am rejecting this response because:
My account has been on autopay for multiple years. They can send you each months payment timeframe and confirm this. All payments, as they state in their response are paid within the first 10 days of the month for the following month. I did not close my account until after this date. This means that the autopay for the following month should have already been taken. My understanding is that my May payment, as stated, pays for future 30 day service or June ******** not past 30 days. Thus the June payment was reversed because service was stopped at the beginning of the service month and did not have an amount due.
Additionally, they can provide the amount of my bills over the past multiple years. All bills are around $85 per month until May. No changes were made on my part except cancelling ******** why is the bill now over $130?
Lastly, they still have NEVER sent me a bill stating what I was being billed for. The ONLY bill I got, I sent to you, and it states that the charges are likely for unreturned equipment. (attached)
They are not being forthcoming with charges or bills and providing different information to you and me. I do not believe I should be responsible for paying any bills that do not explain what I am being billed for. Additionally, according to their timeline, when canceling the account they would have known there was an outstanding charge and mentioned or billed it before that time or at the very least at that time... nothing mentioned, just closed and no effort made to let me know if there some bill they missed actually billing. Which seems fishy to me.

Sincerely,

*******************
Business Response
Date: 09/05/2024
The bill has always been ****** as seen in attachment. The last autopay was on 5/09/2024. The account was closed on 6/16/24. We never received the payment due on 6/09/24. All statements can be seen in your selfcare account online.
Initial Complaint
Date:07/26/2024
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.
There are constant outages and Astound is holding a monopoly on this area unless we can come up $20,000 for another provider to supply internet and or infrastructures to provide it. Astound is regularly over priced for worse connection than the other providers.
Business Response
Date: 08/09/2024
The executive resolution team reached out and left a voicemail with a direct number to assist the customer
Customer Answer
Date: 08/12/2024

Complaint: 22051073

I am rejecting this response because:
Simply returning the funds for 2 days worth of the internet being down and only after people complained and called in alot. does not cover the hundreds to thousands of dollars of potential earnings each customer who works from home and Is only allowed your service. Your shotty work and trash service absolutely needs to be investigated for a potential monopoly and foul play.

Sincerely,

E *************************
Initial Complaint
Date:07/22/2024
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.
This company provides high speed internet. The internet at my residence has been out for a month and a half and they have been uninterested in fixing it. This company has promised their employees would be dispatched to resolve the issue on a given date but it continues to be postponed with no notice to me. My family works from home and internet access is critical. There is no clear path to resolution when I contact the company.
Business Response
Date: 07/31/2024
I did call and leave a voicemail with my direct number. Maintenance was completed on 7/25. A credit of ****** was issued to the account
Initial Complaint
Date:07/19/2024
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.
I have been a customer of ********************** since 2014. You used to start and end service based on your move in and move out dates. When I called WAVE to say we would be moving out of our previous address on 6/23/2024 and needed to end service that date, they refused. They can only cancel on the next billing cycle date now. So the earliest date to cancel was 7/6/2024. It was cancelled as of that date, but the issue was a paid for a full month of service on 6/29/2024. This was after our lease ended and no longer resided there. When I reached out about a refund since we paid in full 6/29 but terminated service 7/6, they refused. Apparently they do not pro-rate or provide refunds. Technically, this is stealing money! They took my money for a service I was no longer using and for a home I had no legal right to anymore. This is a disgusting practice and in my opinion not very legal. I am owed money back and they are refusing.
Business Response
Date: 07/31/2024
All customers were notified in of March 2024 that internet accounts were billed in monthly inurnments and would not be prorated.
Customer Answer
Date: 07/31/2024

Complaint: 22014267

I am rejecting this response because:
Regardless of how you changed your billing structure, if a customer has NO LEGAL right to a property anymore and CANNOT use the services, you cannot take a full payment. That is stealing. If a lease for a tenant ends on a certain date, so should the services and the amount due should be pro-rated. I was legally out of the address on 6/23/2024 and WAVE by Astound refused to stop service until 7/6/2024. This is unacceptable regardless of how their billing cycle works. I should not have to pay for something at and address that I have no legal claim to anymore.

Sincerely,

***********************
Initial Complaint
Date:07/12/2024
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 called tech support a year and a half ago in March 2023. I met with the tech and he said that we needed a new cable drop. He ordered it but warned me to stay on top of them. We pay for 1 T internet service and have over that year and a half experienced numerous outages and never had acceptable internet speed. They for some reason in that period sent out 2 more technicians that I had to take time off of work for that have told us the same thing and claim to have ordered the new cable drop each time. We have our phone service and security cameras over the internet that seldom function. Please help!
Business Response
Date: 07/29/2024
I spoke with the customer and escalated his complaint. I will be following up on 7/30
Customer Answer
Date: 07/29/2024

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 very skeptical but am desperate for a solution after ********************************************* movement toward repair. I've attached a copy of their pledge and wonder why this "commitment to the customer" never materialized for us over an 18 month period.
Sincerely,

*****************
Customer Answer
Date: 08/13/2024
******* from Astound contacted me a couple of times but they have not followed through and restored our service. We have continued to make full monthly payments for service we haven't gotten for over 2 years.

We were told that they need permits to relocate the box down from the street to our house which is exactly what the tech from March 2023 told us. There has been no further contact, just excuses why the work wasn't scheduled.

At this point we'd like to be compensated for 2 years of service that we've paid for but haven't received and for our account to be credited until service is restored. This should be made a priority.

The service drops out completely during daylight hours and comes back at night to about 30MB download speed and 3MB upload speed. We pay for 1TB service which we haven't seen for years. We also pay for an internet phone that almost never works. We have security cameras that are internet dependent that almost never work during the day, which is when we need them most.
Business Response
Date: 08/26/2024
Our executive resolution team has escalated the issue to construction to get the issue resolved asap.
Initial Complaint
Date:06/28/2024
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 May 26 2024, Astound issued me a statement of $87.06 for the services I subscribed to them. This includes Internet and *************** As part of the promotion, I was guaranteed free mobile service for 12 months. My statement showed a charge of $40 for the mobile service. I contacted support and requested an adjustment to my statement because of the charge. They said they would credit my account for the mobile service but never re-issued a new statement. I saw there was a credit applied to my account, but it was unclear how much due to taxes and other fees. I ended up paying $48.61 for this statement. When my next statement arrived, it showed i was only credited $26.67 for the mobile service (Due to the credit only starting from 6/1 instead of 05/23 which is when the billing period begins). Attempts to get the remaining credit for Astound support is met with the answer of a credit has already been applied where they keep referring to the $26.67 credit and not the additional credit I am owed.
Business Response
Date: 07/15/2024
A credit was issued for the difference totaling *****. It will be reflected on the next billing statement
Initial Complaint
Date:06/17/2024
Type:Product 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 am filing a better business bureau complaint in hopes of resolving the problems I am having with the new modem Astound installed last Friday.It doesnt work. I am having outages every single day. My Landline phone is off line, my internet is off line.How can we resolve this? GIVE ME BACK MY OLD MODEM.You gave me a Hitron CODA-5712 modem, which was supposed to be faster, but its a piece of c*** Ive called your CSR many times and one of your CSRs admitted that the modem was REFURBd.I want my old ARRIS back. I dont care if its slower, at least it worked.OR tell me which modem I CAN buy BRAND NEW to use.
Initial Complaint
Date:06/14/2024
Type:Sales and Advertising 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.
A technician from Astound Broadband by Wave recently told us that our internet speed of 150mbps is the maximum possible for *********************, ** and many parts of the *****************. He told us their equipment can't actually supply faster speeds at the moment and they "shouldn't be charging for the faster speed plans because they aren't possible in this area."We've been Astound Broadband customers, paying more for a higher speed plan since February, and feel the company has been using deceptive sales tactics and false advertising to sell faster internet speeds while knowing they are not possible.
Business Response
Date: 07/02/2024
I have left voicemails with my direct number to try to resole the complaint
Customer Answer
Date: 07/09/2024
I did receive a voicemail from Wave. I called several times to reach them and could not be connected. I left a voicemail and received no follow-up calls.

Thanks for your help.

***
Business Response
Date: 07/15/2024
That is incorrect information we have many customers with 1 gig speed.
Customer Answer
Date: 07/22/2024

Complaint: 21853003

I am rejecting this response because:
An employee of Astound informed us that Astound sells 1000 mbps connection plans but the wiring used on the ***************** is incapable of supporting these speeds. No customers in ********************* currently receive speeds close to what we are paying for. I believe Astound is fraudulently selling plans for speeds it knows it cannot deliver until equipment is updated to allow the increased speeds.
I would like a refund for the past six months of 600 mbps service we paid for but did not receive.

Sincerely,

***********************
Business Response
Date: 08/06/2024
As a curtesy a 50 credit has been applied to the account. Many customers in the area do get 1 gig service. Services started on 02/03/24. The account was changed to 300 mbps on 6/24/24.
Customer Answer
Date: 08/06/2024

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.
Thank you for facilitating a resolution and recording a record of Astound's business practices for other customers.

Sincerely,

***********************
Initial Complaint
Date:06/12/2024
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.
Account #***************************************************** not a professional and competent company.Every call I made should have been recorded in their system with all difficulties I had. I was calling all over different states which didn't know Calif info.With all the hours of calls could not speak to a manager who could give me the specific answers as there was none to speak to as always put on hold to get simple questions that weren't answered most of the time.Since it's the only broadband service in the area due to contact status of the counties of calif.Had service since 2000 and due to old equipment not serviceable anymore had to go to their internet service to keep cable tv . I don't want to go to direct tv or buy streaming apps so stuck with this issue.thus started 3/6//24 to inquire information and go to their internet service and cable TV.I wanted information on digital cable tv package I had and how it was going to change and cost change,How new cable box works and channels I get and cost Internet prices, how connected, cost, equipment needed.What speeds do you have Set up criteria, specifics of all set up First person did not know all the answers on the set up and was on hold and on the phone for an hours. So frustrated and said I will call back.So I went to the Astound store which is 45 min one way away with no traffic and they couldn't explain the whole process and couldn't look into my files with who I talked to.3/8/24 Talked to a ***** and she gave me most of the answers that is needed with a monthly payment of $213.10 gave me a confirmation number ******* and I said I will call back. This too over an hour Ran out of characters and still have more specific issues including Billing, set up of system, repeat visits for technicians, no fix and one tv out of 2 the wifi keeps going off etc...Need a head manager to contact me for inclusive information.
Business Response
Date: 07/29/2024
I spoke to the customer and we were able to resolve the issue
Customer Answer
Date: 07/29/2024

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,

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

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