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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 frommark d
Date: 08/08/2024
1 starmark d
Date: 08/08/2024
Astound, your service was out. i had it for about a week of the month decided to cancel it. and have been charged for the entire month plus xtra for some reason. WOW this is a great way to never get me back as a customer or recommend your services to anyone.........they also came out couple of years ago to fix a downed cable and tried sending me a bill to fix THEIR equipment... also with the name change from wave to astound my bill jumped to 99$ a month (about double) REALLY had to call and they did reduce it......but they boast customer care.....NOT just care about emptying customers wallet.........customer for 13 years also.Astound Broadband powered by Wave
Date: 08/09/2024
Hi, ****! Thank you for reaching out to Astound Broadband. Our priorities are to ensure that our customers have competitively-priced, stable service at all times, as well access to the very best customer care. I'm sad to hear you decided to leave our service family. I would have loved the opportunity to personally resolve your concerns. Our terms and conditions were updating in the beginning of April 2024. Our policy now is that internet-only customers are billed to the end of their current billing cycle when disconnecting service. We appreciate your feedback. We'd be happy to review your account and answer any questions that you have. 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 the time you spent with the Astound service family. We hope to serve you again in the future. -******
Review fromDoug S
Date: 08/06/2024
1 starDoug S
Date: 08/06/2024
Paid for premium internet speed. Astound consistently delivers speeds that are 75% slower than advertised and charged.Astound Broadband powered by Wave
Date: 08/07/2024
Hello, ****! Thank you for reaching out to Astound Broadband. Our internet service is multi-award winning. It's very important to us that our customers have fast, reliable service. Let's run some tests on your connection and see how we can get this 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 a valued Astound customer! -******Review fromAnthony G
Date: 08/05/2024
1 starAnthony G
Date: 08/05/2024
HORRIBLE SERVICE. HORRIBLE CUSTOMER SERVICE.I live in the ********* neighborhood between ************ and ******. Our service over the past two weeks has been absolutely miserable. Internet keeps dropping out for a few minutes at a time, which means dropped online meetings, having airline reservations interrupted, etc. The speed has also been remarkably variable. I am not the only person in the neighborhood to note this as many people have been complaining about this on our neighborhood ******** page (when the internet is up). That everybody in the neighborhood is having the exact same problems at the exact same times indicates that this is a system-wide problem. Many of us have called in to Astound noting this, but they insist it is not a system-wide problem but only a problem at the end-user site.Customer service is horrible. The menu options want to keep rerouting you to an automated response to "ping" your service. It takes at least five minutes or more to get a real person. The real person is not very helpful, often insisting that there is not a problem and all that is needed is a "ping" to reset the system. (Even if that is true, I don't think I should have to call every two hours to get a new "ping.") I note in these calls that others have complained, and they insist they have not. I even was told that there wasn't a problem, but then the tech noted there was a problem and said I could get billing credit, even though they didn't acknowledge that there was a problem. We have had on-site techs out to the neighborhood who have acknowledged there is a system-wide problem but we are then told it will take weeks to fix, even though they tell us there is no problem. Fortunately, Ziply is moving into the neighborhood and we'll switch to that or go with Starlink. Horrible service. Horrible customer service.Astound Broadband powered by Wave
Date: 08/06/2024
Hello, *******! Thank you for reaching out to Astound Broadband. We know our customers depend on having a reliable connection. Since this has been an ongoing issue, it is important we escalate this concern. Please email me at ********************** with "Attn ****** BBB" in the subject so we 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! -******Review fromJordy A
Date: 08/05/2024
1 starJordy A
Date: 08/05/2024
Bad quality, uneducated customer support and the same issues have persisted in our neighborhood ( aspenwood) for years. We are locked in else would have left long ago.Astound Broadband powered by Wave
Date: 08/06/2024
Hello, Jordy. Thank you for reaching out to Astound Broadband. It's very important to us that our customers receive reliable service, and also have access to exceptional customer care. Let's take a closer look at your account together. 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 fromBrent M
Date: 07/29/2024
1 starBrent M
Date: 07/29/2024
Bottom line - Overpriced for unreliable service. (I would leave 0 stars if I could)Frequent outages without explanation or communications to the customers. More than just an inconvenience! Any contact with customer support ends in "We can schedule a technician to come out in a week and troubleshoot it for a service fee of $80" (total syphon scam) meanwhile you're paying for internet that doesn't work. Finally had enough of being gouged and scammed... paying a premium price for less than junk product. Cancelled service at the beginning of a billing cycle and they forced us to pay for an entire month even though we had no equipment to use the service. When support was contacted in an attempt to remove the final month charges, the lady was hostile and gave the ultimatum of "YOU HAVE TO PAY OR WE WILL SEND YOU TO COLLECTIONS!" My guess she was upset from taking on all the frustration and anger of so many dissatisfied customers over and over all day.Astound Broadband powered by Wave
Date: 07/31/2024
Hello, *****. Thank you for reaching out to Astound Broadband. Our goals are to provide competitively priced, dependable service and top-notch customer care. We're sad to hear that you chose to disconnect service. I would have loved the opportunity to personally resolve your concerns. Our terms and conditions were updating in the beginning of April 2024. Our policy now is that internet-only customers are billed to the end of their current billing cycle when disconnecting service. We appreciate your feedback and will share it with our management team. Please don't hesitate to email me at ********************** with "Attn ****** BBB" if there's any questions or concerns that we have not addressed. 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 hope to serve you again in the future. -******Review fromCarl W
Date: 07/17/2024
1 starCarl W
Date: 07/17/2024
My newly built neighborhood has only one option for internet/television: Astound Broadband.My experience so far, after 6 months:FYI - Astound TV is internet-only, no cable, so your television signal rides on the same bandwidth as your computer connectivity.- bandwidth is extremely unreliable. Routinely, while watching streaming or tv channels, we get stuttering or sound dropout due to low bandwidth - cost: I'm paying over $300/month and that doesn't include any premium movie channels. I got better service and lower price with xFinity at my old address - tech support is non-existent. They send out techs that barely know which end is up, they do nothing, and declare victory. Meanwhile, you still have the same problems.Astound Broadband powered by Wave
Date: 07/18/2024
Hello, ****! Thank you for reaching out to Astound Broadband. One of our priorities is to ensure that our customers have affordable, reliable service and access to excellent customer care. Let's take a closer look at your account together. 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 fromRussell K
Date: 07/04/2024
1 starRussell K
Date: 07/04/2024
Company provides no information to report internet service outages. Upon contacting customer support, they denied there was an outage and the only help is to power cycle your router (which most do at time of outage). Then, they require you to schedule a technician to come for $79. This is just a money extraction scam.Astound Broadband powered by Wave
Date: 07/05/2024
Hello, *******. Thank you for reaching out to Astound Broadband. One of our top priorities is to ensure that our customers have fast, dependable service. In the event that a customer reports a technical problem, we first check their account to see if it has been flagged as part of an outage. We also check our outage board, just to make sure we are providing the correct information. If no outage is found, we proceed with normal troubleshooting. I'd be glad to take a closer look at your connection. 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 fromDoug H
Date: 06/28/2024
1 starDoug H
Date: 06/28/2024
We have had a bundled package w Wave/Astound for many years. Our package consisting of Internet ,phone, and cable TV always included Stars and Stars Encore/Multiplex. Yesterday afternoon June 26th the entire Stars lineup was deleted on our TV. After waiting 30 min. to talk to an Astound customer service agent i was finally able to explain that we were no longer getting any of the Stars channels. She tried trouble-shooting without any success. Not knowing why Astound may have deleted those channels, she recommended having an Astound service tech come to the house to check it out, which did not make sense as we were getting all the other original channels our TV hookups seemed just fine.Our appointment window was between 8:00 -!2:00 noon. The Tech did not call, but showed up late @ 12:30pm. He checked the cable, the cable box and checked the outside connections but still no Stars. He had no clue what was going on. I recommended he call the main office to find out why we were still not receiving the channels as it made no sense. The office then told the tech that Stars was "no longer a part of our cable package and that it would be another $11.00/mo to add the channels back". Astound never notified us of this. Being Seniors on a limited fixed income, this was yet another expense. After 45 min of speaking w a new Astound Agent we were then told that because of the inconvenience, our Bill would be discounted $11. so that we could buy back the $11. Stars package without an increase. As She turned on our missing stations, our phone call was abruptly cut off. When I called back again, we got yet another agent that said we couldn't have our Bill discounted but increased. We got so frustrated that we wanted to cancel Stars(and actually Astound) all together. We were paid up til July 17h but she deleted our Stars channels once again. All in all it was a disappointing frustrating experience and we would rate zero stars if we could. Please make this right.Astound Broadband powered by Wave
Date: 06/28/2024
Hello, ****! Thank you for reaching out to Astound Broadband. We strive to provide our customers with excellent customer care, fast and accurate resolutions to their concerns, and convenience in every circumstance. We certainly don't want to lose you as a customer, and I would be glad to review your account with you. 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 fromMerrill M
Date: 06/03/2024
1 starMerrill M
Date: 06/03/2024
I would give zero stars if possible. I have been trying to cut off my service for months. I returned all equipment and have spent hours with customer support. They claim they can only look up an account by unit/apartment number. They inexplicably do not have my apartment number on file yet I continue to get charged monthly. I had to set up a block on my credit card to stop their charges. They also claim to have a new policy where they don't prorate charges, so I got charged for more than 3 months of service AFTER it was disconnected. One account shows they owe me $43 and they will not pay out. Do yourself a favor and NEVER get started with this company because you will spend your time, money and energy trying to get out of it for spotty and weak internet service. It should be considered fraud to have customers keep paying for services they are not using.Astound Broadband powered by Wave
Date: 06/05/2024
Hello, *******! Thank you for reaching out to Astound Broadband. We're sad to hear that you chose to disconnect service, and we hope to serve you again in the future. I'd be glad to review your account with you and assist you with your billing concerns. 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 the time you spent with the Astound service family. -******Review fromWen X
Date: 05/28/2024
1 starWen X
Date: 05/28/2024
I am writing to formally lodge a complaint against Astound Services regarding an unfair one-time late fee charge of approximately $65 and persistent service quality issues.Last month, my credit card, which was enrolled in Astound's autopay plan, was stolen. Consequently, I requested a replacement card. When Astound attempted to charge my stolen card, the transaction was understandably declined. As soon as I received my new card, I promptly updated my payment information with Astound. Despite my proactive measures, I was informed that I would still incur a late fee.This is the first instance of such an issue occurring, and it arose due to an unforeseen and unavoidable circumstance. I believe it is unreasonable to impose this late fee given the circumstances. I acted in good faith to resolve the issue as swiftly as possible once I was aware of it.Additionally, I would like to bring to your attention the ongoing issues with Astound's ************** The connection frequently drops for one to two hours without any notice, severely disrupting my daily activities. Despite reporting these issues to Astound, the problem persists, and it has significantly impacted my experience as a customer.I kindly request that the ********************** assist me in resolving these matters by having Astound Services waive this unjust late fee and addressing the ongoing connectivity issues to provide a reliable service.Astound Broadband powered by Wave
Date: 06/01/2024
Hello, ***. Thank you for reaching out to Astound Broadband. We want to make sure you're fully satisfied with your service. I understand you have both billing and service-related concerns. I'd be glad to review your account with you. 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! -******
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