ComplaintsforAstound Broadband powered by Wave
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Complaint Details
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Initial Complaint
09/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Business did not process my August payment and continuously sends me past due and service suspension emails. When I talked to a customer service representative today, they mentioned they were aware of the error but while they were fixing it, the only option for me was to pay my bill a second time to avoid suspension. The contact then refused to send me any documentation of our conversation, stating it was "not allowed." It seems like they are trying to scam an extra $100 from me with fraudulent business practices--at the very least, they have super shady recordkeeping. I'm attaching the proof of payment from my bank, as well as a transcript of my chat with the customer service representative.Business response
09/16/2021
Hello ******, The issue with the payment is they are being submitted to the old mailing address for Wave (Retail Lockbox) which has been closed. All payments sent to that address are being forwarded to the correct mailing address. Once we receive them they are processed. We recommend you update the records to reflect the valid mailing address as shown on your monthly statements so they can get to us in a timely manner. That address is ** *** ********** ********* ** **********. I will waive the late fee from your account. I have added notes so that your services will not be suspended.
If we don't receive this payment by the end of the month, you may have to cancel it and reissue. We did call and left a message and also sent you an email with this information. Thank you for being a wave customer.Customer response
09/17/2021
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,
****** *************Initial Complaint
09/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Line between my house and the road is bad and causing my internet drop in and out. Was told they were going to fix it first week of July and no one showed up. Called 2 weeks later and I was told the same thing. I was told at the end of August that it takes 4 - 9 weeks to get someone to fix. It has been 11 weeks so far with bad internet.Business response
09/20/2021
We called and left a message for **************. The new line was completed on Thursday 9/16 and the cutover to attach it and remove the temporary line will be done 9/21.Initial Complaint
09/09/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed up for a 24 months at $50/month promotion back in June 2020 and have the confirmation e-mail sent by wave that specify the details, after 12 months they raise the price to $60 when in the promotion there is no mention what so ever of a price increase. I have tried to address the issue via phone multiple times but I had no success.Business response
09/14/2021
Hello, I spoke to ****** and went over offer. Advised it did state 60.00 year 2 when he ordered online. I have credited 120.00 10x12mo to resolve issue. He was satisfied with that.Customer response
09/14/2021
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,
******* ********Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
About 2 weeks ago I spoke with someone at Wave to setup new service.I asked several questions about the install and potential issues with the telephone pole.After a long conversation and asking ALL of my questions/concerns I set up an apt for the install.On the day of the install,the tech was late and 10 minutes into the apt he said he could not do the install because he could not access the pole.I explained to him that I had brought up the pole specifically prior to setting up the new service because I knew it might be an issue.The tech called his supervisor and the supervisor said he had to leave because he could not access the pole.I was extremely upset because if I had known it might be an issue I was happy to fix any issues prior to install so it would not be an issue.The supervisor came out to look at the situation and again just said they could not do the install.He called his manager who said they could not do the install.He even said he did not want us as a customer.Business response
09/14/2021
Hello, We called and left a message. Looks like the customer hired a tree company to cut trees back that were preventing the install. The install was completed on Saturday 9/11.Customer response
09/14/2021
Complaint: ********
I am rejecting this response because: Who called and left a message? I know the install was completed but there are several issues that I would like to speak with someone from corporate about. I have no record of anyone making an attempt to call me to discuss this issue. Please give me name, date, and number of when someone called because I have not heard from anyone regarding this issue.
Sincerely,
******** ******Business response
09/20/2021
I spoke to ******** and went over all her concerns. I let her know that I will make sure the managers of those involved in regards to getting her service installed are aware and that the issues are addressed.Customer response
09/24/2021
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,
******** ******Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Between Sept. 1 - Sept 9., 2020 I have called Wave Broadband during business hours at least 10 times. Every time I have been disconnected after waiting an average of 7-10 minutes. There is no option to cancel online, to email a representative, or another way to end the service. Interestingly enough if I wanted to expand my service, I am able to reach a representative online and by phone. This is unacceptable. If I look at similar complaints on Yelp or Google, I see this is a common complaint over the past several years. Customers should not be limited to one way of ending a service.Business response
09/08/2021
The account was already closed on 9/7 by chatting with an agent on our website. Wave does have alternate methods We have Chat available thorough out website for current customers to change services or cancel. We have Social media where we can be contacted (Facebook, Twitter and Instagram). Customers are also able to visit the local office in Seattle if they are not able to get through on the phone or if the wait is a long time.Customer response
09/14/2021
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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Customer Complaints Summary
239 total complaints in the last 3 years.
68 complaints closed in the last 12 months.