ComplaintsforAstound Broadband powered by Wave

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had been a customer of ********************** for several years, but I moved this month to a location where they don't offer internet service. When I called customer support to cancel, the agent informed me that they no longer prorate bills due to a new policy implemented in 2024, which I was never informed about until I called them to cancel the service. And I was charged for an entire month despite only using the internet for three days in the final month.

  Business response

  06/14/2024

  In February and March of *********************************************************************** the terms and condition. It is also posted on our website

   

  For Customers that subscribe only to ********************* Internet Service:
  Astound provides the Service to Customers that only subscribe to the
  Internet Service on a monthly subscription basis. In this case, **************************** period begins on the first day following your
  commencement of Service date and the Service subscription automatically
  renews thereafter on a monthly basis beginning on the first day of the next
  billing period assigned to you until you cancel the Service. You are
  responsible for the full monthly charge (without pro-ration) for the Service,
  even if you terminate the Service prior to the end of the monthly service
  period. If you terminate the Service prior to the end of the monthly service
  period, such termination shall be effective at the end of the then-current
  monthly service period. You will continue to have access to the Service at
  the account location through the end of the then-current monthly service
  period.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/24 Astound supposedly issued a $48.86 charge via an auto pay withdraw from my SOFI checking account. **** has no record of this. On my June bill, I have a $25 insufficient funds charge on my Astound bill, AND a $15 late fee. I reached out to both SOFI and Astound. Here are the facts as they stand. (1) **** has no record of the supposed attempted withdraw. (2) I had sufficient funds in my account at time of supposed attempted withdraw, AND have had plenty of funds for the entire month prior and every day after the supposed attempted withdraw. (3) I confirmed that Astound has my correct account and routing number. Despite all of this, Astound continues to hold me responsible for the failed supposed withdraw attempt and refuses to remove the $25 insufficient funds charge. They removed the late fee as a courtesy. I am clearly not responsible for whatever technical error resulted in this issue, and thus believe Astound would be stealing if they took the $25 from me. I have since paid the original $48.86 charge via debit card, and am again asking for Astound to remove the $25 insufficient funds fee from my account while they continue to work on figuring out what went wrong.

  Business response

  06/14/2024

  I left a voicemail for the customer with my direct number to help resolve the complaint 

  Customer response

  06/21/2024

  Astound Broadband says they called me and left a message at which I was to return their call. I have tried to return their call 3 times now and each time am unable to reach them. 
  
  Please reopen this case. 

  Business response

  07/02/2024

  A 25 credit was issued to the account. 

  Customer response

  07/02/2024

   
  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. They will issue their next bill on July 5 and I will know then whether the followed through or not.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We seek your assistance with Astound (formerly Wave). We have called Astound multiple times since November 2023 to request that they remove their main communication lines from our property. But Astound has done nothing. We are reverting the area to a natural wetland. We have removed several structures and have paid ****************** to remove three power poles. Astounds line had been attached to those poles. It is still intact, but ******* feet of it is lying on the ground, partly coiled up and partly draped across our neighbors property from the new dead-end pole. Both PSE and Ziply affirm that the line belongs to Astound. Despite my many entreaties and repeated promises from customer-service people (all based on the east coast) to escalate the issue to Astounds regional construction crews -- nothing has happened. The line is now hindering restoration work. We are reluctant to cut the line (and recycle it) out of fear that doing so will affect the service of Astound customers who are upstream of the cut. We have hit a dead end. We cannot figure out how to contact Astounds local service personnel and get them to remove their line. The property address is ***************************************************. The latest work ticket number Astound gave us is *******; the multi-call saga is on record at Astound *************). We welcome any suggestions.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In *** of 2022 I was mailed an advertisement from astound broadband (wave) that said I could get internet services for $39.95 a month, with one month free. I chose that package. They never gave me one month free, and the monthly billing kept going up. Then in June of 2022 I was accepted for the affordable connectivity program. I was supposed to a $30.00 credit deducted from each months billing. They did not. Then in June of 2023 they falsely claimed that I had switched internet providers (which I did not) and they used that to discontinue my ****** discounts. They never honored the $39.95 monthly pricing. In the two years that I have been with them they have continually kept raising my monthly rates. The last rate hike was for *** of 2024, which was increased by $20.00. Now the ****** is discontinued by the government. They have never honored anything that they have advertised. I contacted them when they discontinued My ****** but I could not get it resolved. I have all of my statements from the very beginning.

  Business response

  06/14/2024

  We tempted calling the customer and sent an email to help resolve the complaint 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Acc# *************** Im requesting for this matter to be forward and handled by an upper-level supervisor at Astound corporate offices.The Affordable Connectivity Program has ended, and I completely wholeheartedly comprehend that Astound has to start billing customers. I received a bill for $20.35 Due 6/15/2024 Astound owes me $192 in overpayments.I applied for the Emergency Broadband Benefit program (application # Q99970-00306) as soon as the program became active. I received a message indicating that it was not necessary to apply as I was already enrolled in the program. I am a disabled veteran on SSD, ****************** and Section 8 Housing.My eligibility was effective from day one: May 12, 2021 Even though I qualified, and I was enrolled in the program. There were numerous delays, and my WAVE broadband account did not start getting credited until mid-August.I was in contact with WAVE for months arguing back and forth with its BBB team. I kept being told that my application had expired, and I needed to reapply.I provided numerous documents, application/verification/ approval number and even screenshots to no avail..for some reason no one would actually look at them.After several months of back-and-forth conversations, it was determined that I was correct, and Wave had made a mistake. My application was not expired, and I was enrolled in the program, but I was told we could not proceed due to my last name only being partially submitted in my WAVE account. The issue needed to be rectified for my account to begin to be credited.April $27.79... May $46.32 ...June $46.32 ...July $46.32 and a partial Aug $25.26 The total amount of overpayment $192.01. It should be credited to my account.I do not expect a cash refund but for my account to be credited.

  Business response

  06/21/2024

  The credits were placed on the account when we received conformation from the *** program and they sent the payment starting in 8/2021. There was never a bill due in 08/27 like the customer stated in complaint. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved to the area in late February and since becoming an Astound Broadband customer, our internet signal/service has been dismal. The signal is constantly being interrupted or not available from anywhere between 1 minute to hours and often, throughout the day. We have called the company and had a technician come to the house to "fix" the problem last month and the service continues to be extremely unreliable. And being that they are the only internet company that seems to service this area, there doesn't appear any real motivation or incentive to improve their services.

  Business response

  05/31/2024

  I left voicemails with my direct number to resolve the service issue 

  Customer response

  06/07/2024

  The case is not resolved still. I spoke to ******* at the Astound's Executive Resolution Team on Tuesday, June 4th @ 1:45pm and was informed that I would be getting called by an Astound supervisor to schedule an appointment to resolve the constant internet interruptions. As of today, Friday, June 7th at 4:53pm, I have not received any phone calls to schedule the supervisor appointment.

   

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

  Business response

  06/18/2024

  I spoke with the customer and the issue has been resolved. We did issue a service credit for the services not working correctly. 

  Customer response

  06/26/2024

   

  Just wanted to let you know that the issue was resolved and we have not had trouble with our internet service since then. 

   

  Thank you,

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  internet randomly drops to untenable speeds numerous times throughout the day. troubleshooting techs read from a script and never fix the issue, customer service reps blatantly lie to get you off the line. HORRIBLE service all around!!

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently moved (about a month ago) to a new address and wanted to transfer my Astound services. The company had a ton of issues getting a tech agent to my location. First, they told me there was no such appointment set, then I was told there was. Then, they canceled the service while the tech was at my house which caused greater confusion.I was sent a late fee email regarding my services and to pay which confused me since I always had autopay on with my account. Upon logging into my account, it stated I didnt have an active service. I had to reach out to their customer service to find out they had set up a completely new service account for me without telling me. My old account was deactivated. When I transferred services, I asked to increase my speed which they stated would cost me $129 plus taxes and fees. I received a bill for over $190 and when I asked them about this, they claimed I didnt have promotions on my account (which I had on my original account) plus there was an extra service protection plan that I never agreed to added on. They will not honor my previous promotion and I am left paying for services I did not consent to paying for. If they never canceled my old account, this wouldnt have been an issue.Their customer support told me that there is nothing they can do to fix this issue. I am currently paying for products and services I was never told I would be paying. Is there anything you can do to help me? This cant be legal for them to tack on extras without informing me or getting my approval.

  Business response

  05/13/2024

  I left a message on the customers voicemail with my direct number in hopes of resolving the issue 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Restricting prices to only new customers and not allowing existing customers to benefit form the better prices they are offering only to new customers. Told that in order to qualify as a new customer I would have to cancel and not have service for 3 months.

  Business response

  05/13/2024

  I called the customer and left a voicemail with my direct number.

  Customer response

  05/16/2024

   
  Complaint: 21622072
  
  I am rejecting this response because: I did not receive any call from anyone at the company. Nor is there any voicemail left on my phone.  My phone number is ************
  
  Sincerely,
  
  ***************************

  Business response

  05/24/2024

  All new customers are offered a promotional discount like you did when you started services. The customers current promotional rate is cheaper than the new offers online with taxes and fees. A customer needs to be disconnected 60 days in order to get prices advertised online This information is posted online 

*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. ↩