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Cable TVs
Astound Broadband powered by WaveThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Astound Broadband powered by Wave's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.11/5 stars
Average of 195 Customer Reviews
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Review fromNeal Z
Date: 12/11/2024
1 starNeal Z
Date: 12/11/2024
Expensive compared to other companies. When I reached out to their support, they just tri d to sell me more service's or suggested I get a lower speed to save money. Would not offer anything else. Which is sad as I have had ******* and others and they would offer good standing customers discounts. The *** refused to do anything but sell me more services or lower my speeds. I have been a customer for over 4 y ars now. Going to look for another provider and suggest anyone sleep to find someone else. Their current prices are higher then most others.Astound Broadband powered by Wave
Date: 12/17/2024
Hello, ****! Thank you for sharing your feedback with Astound Broadband. As a consumer myself, I know how important it is to use services and products that fit into my budget. I'd be glad to review your account with you to make sure you're getting the best value possible. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromP. P.
Date: 12/09/2024
1 starP. P.
Date: 12/09/2024
Dishonest during installation. Now I'm trapped. Install tech and new service **** lied. Disappointed. 1st time customer. Forced onto ******************** at new rental condo. Intermittent connectivity. Mayhem in being able to provide consistent and accurate information. 1) Install techs stuffed me with services--said my current modem-router wouldn't work even though it worked 24 hours prior at the old apartment and lied that my new coaxial cable wouldn't work despite a very short distance and needs for a 2-bdrm condo. 2) Install techs and phone *** during time of install didn't give the me the new customer promotion nor present all of the options. The price for 600mbps was so ridiculous that I chose 300mbps so as to figure out options later rather than in the midst of install and moving chaos. Apparently, I am ineligible for new customer discount because of what I was coerced to take over the phone during installation. 3) Intermittent connectivity. No kidding. My family has experienced dropped connection several times a day some days. 4) We don't consistently get 300Mbps speed...so if they allegedly offer higher speeds, why can't they at least deliver 300? 5) I get different answers from each person I speak with except the consistent one that I am not allowed to have the new customer promotion despite being a new customer. SADLY, LIKE AN ABUSIVE BOYFRIEND, I can't get out from Astound unless I break lease on my new rental condo.Astound Broadband powered by Wave
Date: 12/13/2024
Hello, ******! Thank you for reaching out to Astound Broadband. It's important to us that as a new customer you are fully satisfied with your experience. I'm disappointed to hear that it hasn't gone as smoothly as we would have expected. Let's review your account together so we can get these issues resolved. Please email me at ********************** with "Attn ******" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******P. P.
Date: 12/21/2024
Astound customer service still is giving me conflicting answers and isn't righting the wrongs. I recently got a reply, "After being a customer for 30 days, a customer is no longer eligible to switch packages to another new customer offer." Well, then how does ******************** address the 3 calls I made within the 1st 30 days where I was DENIED switching to new customer promotions? ******************** is acting fraudulently. I get denied in the first 30 days...and then am told that they won't rectify the situation since it has been more than 30 days. Fraud, fraud, fraud. If I could leave you I would. But you hold the contract at this condo complex and have entrapped me.Review fromBarry P
Date: 11/29/2024
1 starBarry P
Date: 11/29/2024
We have been without internet since November 18, 2024. You cant talk to a human. You can only get a recorded voice saying internet it out and they keep push int the restoration day and time out. Ive never seen such poor customer service!***** ********Astound Broadband powered by Wave
Date: 11/30/2024
Hello, *****! Thank you for reaching out to Astound Broadband. Due to storm damage from the recent bomb cyclone there are multiple fiber cuts in your area. Until power was restored, roads reopened and safety was no longer an issue, teams are now able to fix all the fiber damage. We do not have an estimated time of restoral to provide. We sincerely apologize for the inconvenience and are committed to restoring service as quickly as humanly possible. Thank you for being valued Astound customer. -******Review fromJohn S
Date: 11/22/2024
1 starJohn S
Date: 11/22/2024
Total thieves!There's not enough characters to describe what this business did to me and our internet service. The cost that they incurred, and inconvenience that Astound caused me is literally beyond words. No accountability for a total lack of knowledge and technical ability that trained agents displayed, no management accountability or response for an issue that cost me well over a $1000. ***************!Astound Broadband powered by Wave
Date: 11/22/2024
Hello, ****! Thank you for reaching out to Astound Broadband. We strive to deliver affordable, reliable service and helpful customer care. I'd be happy to review your account and determine the best way to resolve your concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. In your email, please include specific details regarding your concerns. Thank you for being a valued Astound customer! -******Review fromDoris S
Date: 11/12/2024
1 starDoris S
Date: 11/12/2024
Cancelled on October 22nd and they billed me on November 12th, I dont even own that house anymore, I would call that theft and terrible business practice.Astound Broadband powered by Wave
Date: 11/14/2024
Hello, **** Thank you for sharing your experience with Astound Broadband. We're sad to hear that you are no longer a member of our service family. Our terms and conditions were updated in the beginning of April 2024, as customers were notified via email/mail prior to the change taking place. Our policy now is that internet-only customers are billed to the end of their current billing cycle when disconnecting service. Customers can still use their service up to the end of the billing cycle even when a disconnection is requested. I would be glad to review your account with you and answer any questions that are still remaining. Please feel free to email me at ********************** with "Attn ******" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with the Astound service family. -******Review fromDorel G
Date: 11/09/2024
1 starDorel G
Date: 11/09/2024
Since Astound Broadband tuck over Wave Broadband, they are charging a so called: "Convenience Fee". They added to this rubric the remark: To avoid this fee and the hassle in the future, sign up for auto-pay. Please notice the term Hassle .... versus Convenience !!!!!Since we paying on line, no intermediary or a physical person the term Convenience has lost its meaning. Or it is convenient for Astound Broadband ????? Astounding Gouging Practice !!!!Stay Away from such companies !!!!!Astound Broadband powered by Wave
Date: 11/12/2024
Hello, Dorel. Thank you for reaching out to Astound Broadband. When customers make a one-time payment either online, over the automated phone system, or with an agent there is a convenience fee. Before our name change from Wave to Astound these fees were called "processing fees." To avoid this type of fee you can use our autopay service, make one-time payments through the MyAstound app, mail in a check or money order, or pay in person at your local Astound office. If you have any further questions or concerns, or would like to have your account reviewed, please email me at ********************** with "Attn ****** BBB" in the subject of your message. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Astound Broadband powered by Wave
Date: 11/12/2024
Hello, Dorel. Thank you for reaching out to Astound Broadband. When customers make a one-time payment either online, over the automated phone system, or with an agent there is a convenience fee. Before our name change from Wave to Astound these fees were called "processing fees." To avoid this type of fee you can use our autopay service, make one-time payments through the MyAstound app, mail in a check or money order, or pay in person at your local Astound office. If you have any further questions or concerns, or would like to have your account reviewed, please email me at ********************** with "Attn ****** BBB" in the subject of your message. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromLin Q
Date: 11/08/2024
1 starLin Q
Date: 11/08/2024
I wish I could give Astound a better rating, but my recent experience has been incredibly frustrating and disappointing. After three years as a customer, I canceled my service last month, expecting a straightforward process. However, I was charged for a full month instead of a prorated amount. I've spent hours on the phone with customer service trying to resolve this billing issue, only to receive conflicting information, unfulfilled promises, and endless hold times. Till today, I still haven't received a response to my complaint about the billing issues and challenges with customer service. My overcharge dispute is under investigation, but I'm now facing threats that the charge will be sent to a collection agency. This has left me wondering if I could end up being charged twice the monthly fee for only half a month of service. After double-checking my account, I discovered that it actually indicates I'm using bundled services, which should qualify me for prorated charges. However, I'm still unclear on why I'm being charged the full monthly fee for only half a month of service and whether I could end up being billed twice for this period.Additionally, I am concerned about the inconsistent prorated billing policy, which applies only to bundled-service customers. This practice seems unequal, inequitable, and potentially discriminatory toward internet-only customers.The lack of response and clarity has been frustrating, and the handling of these issues has been disappointing. I hope this review can help highlight the importance of customer support and transparent billing practices, as these issues have caused a lot of unnecessary stress and uncertainty.If you're considering Astound, be prepared for potential billing complications and a customer service experience that, in my case, has been severely lacking. I hope the company will make changes to improve the experience for current and future customers, but for now, I cannot recommend them.Astound Broadband powered by Wave
Date: 11/09/2024
Hello, ***. Thank you for reaching out to Astound Broadband. We're sad to hear that you chose to disconnect your service. I would have loved the opportunity to assist you with the billing concerns that you mentioned and ensured that you were receiving a great value. Our terms and conditions were updated in the beginning of April 2024, as customers were notified via email/mail prior to the change taking place. Our policy now is that internet-only customers are billed to the end of their current billing cycle when disconnecting service. Customers can still use their service up to the end of the billing cycle even when a disconnection is requested. If you have any concerns that you would like to have reviewed, or any questions that are still unanswered, please don't hesitate to email me me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with us as a valued Astound customer! -******Review fromS. B.
Date: 11/07/2024
1 starS. B.
Date: 11/07/2024
I have already returned the TV equipment and internet equipment. Due to the fact the cable bill would go up every two to three months. You call and get an answer that you were on a promotional plan. I bought my own router and equipment and kept their internet service. We'll guess what it started at $77 a month for 200mps and a few months later it's now ******. They are offering new customers ****** for $20 a month. I'm done with these people they should be sued. I have been with them for many years. Not anymore!Astound Broadband powered by Wave
Date: 11/08/2024
Hello, *****. We're sad to hear that you chose to disconnect your service. I would have loved the opportunity to assist you with both your billing concerns and ensured that you were receiving a great value. You're still welcome to email me at ********************** with "Attn ****** BBB" in the subject of your message if you would like to have your account reviewed. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with the Astound service family. We sincerely hope to serve you again in the future. -******S. B.
Date: 11/13/2024
If course you want me to call to discuss my bill. I have had to call you people 2-3 times a year because you would raise my rates without notice or reason. I did call a few days ago and got it reduced for a year. There will not be a second year. I just can not deal with a company that has no regards for their customers!Review fromRobert W
Date: 10/19/2024
1 starRobert W
Date: 10/19/2024
5 months and my internet still cuts out every other day. Ive tried multiple routers and 6 employees have come out. They keep saying its Eeros fault even after Astound provided their own eero and the issue persisted. Ive asked multiple times for reasonable accommodations per the *** as well and have been ignored because the employees dont know what it is.Astound Broadband powered by Wave
Date: 10/22/2024
Hello, ******! Thank you for reaching out to Astound Broadband. It's important to us that you have reliable service to enjoy. Let's get this matter escalated and resolved. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family! -******Review fromDiane R
Date: 10/09/2024
5 starsDiane R
Date: 10/09/2024
This is the best internet service I have ever had. I live in a place where there's spotty to nonexistent cell service, so I rely on my internet connection just to be able to use my phone. I opted for the 100mbps plan when I signed up because I'm not a gamer. As long as I can stream music and movies I'm happy. I have been with the service for about 18 months and yesterday accidentally disconnected the optical wire from my modem. I had to drive down to the highway to phone Astound, but they were out here the next morning and fixed it so it won't break again. The customer service lady I spoke with was lovely, as was *****, the technician who came out today to fix it. It's really great when a company hires technicians who are friendly as well as skilled. I am very happy with this service. Just so you folks know who to give the Kudos to, I live in *************, just outside of ****** **********.Astound Broadband powered by Wave
Date: 10/22/2024
Hello, *****! Thank you for reaching out to Astound Broadband to share your experience, and for rating us with five stars! We are so happy to hear that our team was lovely to work with, and that they were able to resolve your connection issues promptly. I'd love to share your compliments with their management team. Please email me at ********************** with "Attn ****** BBB" in the subject so I can do so. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******
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