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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 fromJoe B
Date: 05/17/2024
1 starJoe B
Date: 05/17/2024
Astound is committing theft at scale They have been charging me $15 for 8.5 years which is $1530 for a router modem that is not theirs. I've called them repeatedly and they have refused to acknowledge the situation or rectify it. They have been engaging in fraudulent/abusive billing practices where they claim a fixed price but inch the fees up over time. Unfortunately an FCC complaint is not effective at addressing this issue due to the fact that the complaints are not resolved one at a time.Astound Broadband powered by Wave
Date: 05/18/2024
Hello, *****. Thank you for sharing your recent experience with Astound Broadband. I understand you have some equipment-related billing concerns, and I'd be glad to look into this for 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. I look forward to hearing from you soon. Thank you for being a valued Astound customer! -******Review fromTom U
Date: 05/15/2024
1 starTom U
Date: 05/15/2024
My astound Internet is horrible. I pay $178 a month for 22 mb down and 6 mb up. This is absolute corruption in their part. Disgusting.Astound Broadband powered by Wave
Date: 05/16/2024
Hello, ***! Thank you for sharing your recent experience with Astound Broadband. We strive to offer our customers competitively-priced service that is fast and dependable. I'd be glad to review your account with you to make sure you are getting the best possible value and stable 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 part of the Astound service family! -******Review fromChristine B
Date: 05/07/2024
1 starChristine B
Date: 05/07/2024
I placed a disconnect for my internet service on 4/24/2024 and they want to charge me from 4/21 thru 5/20 for $59.95. They will not prorate this, BUT, they will prorate my service when I reconnect after having placed my account on vacation mode. Why? I find this to be totally wrong! I do not recommend Astound to anyone. When this was Wave Broadband the service was amazing and I cannot say enough nice things about Wave. Exactly the opposite for Astound. Steer clear of Astound!Astound Broadband powered by Wave
Date: 05/14/2024
Hello, *********! Thank you for reaching out to Astound Broadband. We're sad to hear that you are no longer a member of our service family. 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.(This would not apply when putting your account on a seasonal (vacation) hold because the account is still active during that time.) We appreciate your feedback and will share it with our management team. If you have any other questions/concerns, 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 the time you spent with the Astound service family. We hope to serve you again in the future. -******Review fromKwang K
Date: 05/01/2024
1 starKwang K
Date: 05/01/2024
I want to give minus stars if I could. TERRIBLE customer service and bad connection. I inquired about their service in February, and they started charging me even thought they did not install it until mid March. When I called to inquire about this, they said they would reimburse on the next cycle. At the next cycle, they only reimbursed a third of what they were supposed t, so I called again to ask and they had such a bad attitude I was shocked. They basically said, "We refunded you a portion. What more do you want?" - and not in a nice tone. Um excuse me. If my service didn't start until mid March, I should not have to pay even a dollar for February. They are probably ripping people off left and right, and if you are not checking your bill thoroughly, customers are probably getting overcharged. This is just one of the MANY customer service issues that I can talk about.Astound Broadband powered by Wave
Date: 05/03/2024
Hello, *****. Thank you for reaching out to Astound Broadband. We want to extend a warm welcome to our service family. I'm sad to hear that your first few months of service did not go as smoothly as expected. I understand you have some billing concerns, and I'd be glad to take a closer look at your account. 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 fromNa L
Date: 03/29/2024
1 starNa L
Date: 03/29/2024
Scam pricing. They'll keep up-charging you until you ask them not to. When you ask them about the pricing, they'll offer a subpar promotion as a replacement. They only offered a good pricing plan when I told them I'd cancel but I was already through with them since I've seen them raise my monthly payment prices on me 3 times over the course of less than 1.5 years. Customer support was nice though and tried to be helpful.Astound Broadband powered by Wave
Date: 03/30/2024
Hi, Na! Thank you for reaching out to Astound Broadband. One of our top priorities is to provide our customers packages with great value. We don't want to lose you as a customer and would like to review your account to make sure you are getting the best possible rate. 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 part of the Astound service family! -******Review fromKatelyn P
Date: 03/05/2024
1 starKatelyn P
Date: 03/05/2024
Deceptive pricing and fee gouging. Wont work with you at all on payment options. We canceled and installed Starlink, I highly recommend you do the sameAstound Broadband powered by Wave
Date: 03/07/2024
Hello, *******. Thank you for sharing your recent experience with Astound Broadband. Two of our top priories are to offer a variety of affordable packages as well as convenient billing. I'm sad to hear that you chose to disconnect your account; I would have loved the opportunity to personally assist you with your concerns and ensure that they were resolved. If anything else comes up, feel free to email me at ********************** with "Attn ****** BBB" in the subject. Hopefully we can serve you again in the future. Thank you for the time you spent with the Astound Broadband service family! -******Review fromVicki K
Date: 02/21/2024
1 starVicki K
Date: 02/21/2024
Bait and switch pricing. Online price is $25 less PER MONTH than what is charged if you set up service over the phone. We had to call because the website was not working when we tried online but the phone rep did not disclose the price difference for calling in. When we spoke with customer service after receiving first bill there was no attempt at resolving the issue, just kept talking about the spreadsheet that they go by for pricing.Astound Broadband powered by Wave
Date: 02/24/2024
Hello, *****! Thank you for reaching out to Astound Broadband. Two of our top priorities are to provide ****************** and transparent billing. There are some offers that are available online through signing up via our website, but we'll be glad to review your account to make sure you are 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 fromKaren S
Date: 02/17/2024
1 starKaren S
Date: 02/17/2024
Very poor customer service. My installation technician was late to the 4 hour appointment window. When I informed customer service I was told they would remit a $20 credit for the technician being late. 1. $20 as a credit is insultingly low and does not acknowledge to value of 4+ hours work time lost. 2. *********** said the credit would be made 2 months after the installation. 3. The credit has not been made to my account 4. No contact from customer service has been made to me, nor am I able to speak with a manager when I call.I had a client from the ******** area, a 5 hour drive away, scheduled at 1pm (a full hour after the 8-noon appointment time.) I was late to meet my client because the technician arrived approximately 30 minutes late. Not to mention the previous 4 hours without internet when I was waiting for the appointment, I lost credibility with my client. Very disappointed with this company and their disregard and disrespect for customers.Astound Broadband powered by Wave
Date: 02/20/2024
Hello, *****. Thank you for reaching out to Astound Broadband. We strive to always arrive on time to scheduled appointments, though occasionally circumstances beyond our control arise which result in a late arrival. It's true that we offer a $20 on time guarantee credit in the event that a tech arrives late, which is applied within two billing cycles of the appointment. I understand your concerns and would be glad to review your account in more details. 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 fromJe P
Date: 01/12/2024
1 starJe P
Date: 01/12/2024
Extremely poor customer service. No direct way to report an outage. Customer is forced to listen to self serving messages on their phone tree before they can make a selection or talk to anyone. I would rate zero stars if possible.Astound Broadband powered by Wave
Date: 01/13/2024
Hello, Je! Thank you for sharing your recent experience with Astound Broadband. It's one of our top priorities to ensure that our customer receive excellent customer care. In addition to our 24/7 live phone support, we also offer support via online chat at www.astound.com. You are also welcome to message our X ********* or ******** pages. I'd be happy 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 and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromPaul H
Date: 01/11/2024
1 starPaul H
Date: 01/11/2024
I was charged $25 3 separate times for having my credit card declined while actively ON THE ***** with a representative to try to resolve the issue. This rep resentative told me to keep making attempts to make the payment go through without ever being informed I would be charged every single time I tried to make a payment and it didnt go through, and after the last attempt I was told it went through only to find a $15 late fee on my bill a few weeks later. I then tried to pay the outstanding balance online but they restricted all of my credit cards (including ones that had never been used to make a payment) on my account with absolutely no explanation whatsoever, and when I called about it they told me I was required to go in person to make a payment, forcing me to go out of my way and drive all the way to their location just to pay the bill. Absolutely terrible experience and atrocious customer service, I have no idea how they still exist with such scummy business practices and disgusting fees tacked on left and right without any explanation to the customer. Im canceling my service with them immediately and would never recommend them to anyone, run as far as you can from this horrible company.Astound Broadband powered by Wave
Date: 01/13/2024
Hello, ****! Thank you for reaching out to Astound Broadband. Providing exceptional, professional customer care is of the highest importance to us. I understand you having some billing concerns, and I would be glad to look into this for 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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