ComplaintsforAstound Broadband powered by Wave

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Since 6:30am yesterday, the internet has been out. During this time, I called the general customer number multiple times and was told there was no outage. I texted and emailed the local reps who signed me up and received no responses. Essentially, the national customer service line has no idea what happens on the local level, and the local people don't respond to outage reports or inquiries. I finally got someone at the general line this morning who admitted there was a local outage but she said there is no way to contact the local dispatch and no estimated time of repair. I know it prob. has something to do with the weather, but at least respond to my messages to confirm there is an outage and you are working on it. Pure gaslighting and negligence of duty. During the past two months (actually less than 2 months), there have been at least FIVE (5) outages. Every single time the national line said there is no outage. I even got a tech sent to me one time and he confirmed it was the building, not me. Essentially you are in a black hole. Nobody tells you anything and you can't find anybody to report issues. They are highly unreliable and just ignore you when things go wrong. This is ASTOUNDING bad. They really live up to their name.I want a FULL REFUND of this month's subscription cost. I am cancelling the (non)service as soon as possible. Absolutely trash.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astound Broadband (AKA Wave) internet service provider advertises "reliable" internet, but does not deliver this service. This ISP continually has connection issues on their end, unable to fix after multiple technicians and are refusing to acknowledge requests for refunds. **************** for this company is absolutely miserable and have no intention on delivering what is advertised or making amends to the customers.

  Business response

  02/12/2024

  ******** care agent issued a credit on 1/26. We have tried to call the customer and left voicemails on 1/31. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Continued unreliable service with horrible customer service.Outages are not communicated clearly and no eta root cause or information is given by company during large scale events.Services lack redundancy and are prone to outages and customer service is non existent.

  Business response

  02/12/2024

  I have left voicemails and sent an email to the customer 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After Astound bought WAVE, billing becams terrible. The bills were hundreds of dollars higher than the plan I had. I am an 81 year old senior woman existing on Social Security. I canceled my account when I had this problem for several months. I chose Vonage. They said they would contact Astound to tell them I had closed account. I also informed Astound of closure. They sent a final bill that I paid. However, they sent me a bill for use. I called and told therm thois account was supposed to be closed. I recently contacted ****** to tell them no one could call into my telephone number. They said they had been unable to use my former number because it had not been released by Astound. This is my business number. I am losing money since no one can call me. Please make Astound release my number so I can us my telephone.

  Business response

  01/31/2024

  I have tried calling the customer and sent an email with my direct number to help resolve the issue

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** services have been down in ******* since 1-6 at 8:30am. **************** is not helpful and only states a vehicle incident damaged fiber wire. No ETA on return of service. Social media updates on the issue are vague and inconsistent. Its now 1-7, 24 hours with no resolution.

  Business response

  02/12/2024

  **************** did issue a credit for services being down. An eta was hard to give because commercial power was knocked out and we had to wait for electric to be restored before we could get internet working 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged over $543 for not returning their equipment. I was instructed to return the equipment so I can get a full refund. I I returned all of the equipment, they confirmed they received everything and was told my refund would be processed w/in a few days. It's now been 2 months and I still haven't received a refund. They keep "opening cases" for systemic issues, but I feel I should receive the refund immediately. Their systemic issues is not my problem.

  Business response

  01/11/2024

  Customer did receive her refund and was happy we did follow up to ensure she received her refund

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In summer 2023, I signed up for an offer from Astound Broadband that was $25/month all inclusive. When I was signing up, the company's website added charges for installation and monthly wifi-router rental that were expressly excluded in the advertised offer. I made repeated attempts to start over and sign up for the advertised offer. Each time, the payment page included elements expressly excluded in the **** called the company and an agent finished signing me up for the $25/month service with no extra add-ons. I believe the "glitch in the website" the agent blamed for the overcharges at the time of accepting payment is by design.Upon install, the tech said the first couple of bills would be around ***** dollars because of starting service. I asked for a copy of the agreement I siged up for, and the work order, and he was unable to provide those. As months passed, Astound raised its charges to ***** a month. I was not aware of this until several months after the service started, because the install tech told me the first bills would be higher than $25. In the meantime, I sought a copy of the fine print of the offer I signed up for, and it was unavailable either on the website or on my account page. If memory serves, it is only available at initial signup, which I had to do over the phone. Because Astound and its peers in this notorious industry will waste extraordinary amounts of customers' time while failing to resolve simple billing issues, I was unable to devote the time needed to a call until 12/11/23. During my 1-hour call, the agent repeatedly acted surprised that I believed I would receive the serivce I signed up for at the price I signed up for--even though the company's website still advertised the same offer--without the fine print. For 50 minutes, the agent would not explain why my bill doubled. Finally, he said the original agreement was voided for reasons buried in the offer's fine print, which neither he nor the website can provide.

  Business response

  02/12/2024

  The customer does have the 25 dollar a month plan that was advertised online. Its 30 a month and 5 off with auto pay and paperless billing  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Tried to pay my overdue payment of $377.72 but Astound Broadband still will not activate my services. I even went to their ************** on **********************************. The Receptionist would not except my overdue payment. I called and they did not except my card payment either.

  Business response

  12/14/2023

  We have had several delinquent accounts at this location under this name. Upon review of this, $226.54 is outstanding on -01 account, $625.24 on the -02, and $377.82 on the -06 account. (Full account  numbers **************, **************, 048-0751457-06). Until all of these balances are paid off, the address is on a financial hold. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12-6-23, astound powered by wave contacted by customer to provide explanation of additional charges per month as well pricing options for continued service.

  Business response

  12/07/2023

  A 12 month, no contract promotional offer was applied 10/07/2022 and valid through 10/06/2023 at an introductory rate. We sent a notice on the attached statement prior to the price increase. (Page 4).  *********** signed up for is HIGH SPEED 500MBPS INTERNET. There have been no speed tests recorded to the history of this modem, but to test speed accurately, on a computer plugged directly into the modem via Ethernet, visit ******************************************* and test the download speed, which should result in 500mbps. The bandwidth is shared between all connected devices wirelessly, so wireless speed is not guaranteed. 
  

  Customer response

  12/07/2023

   
  Complaint: 20970699
  
  I am rejecting this response because: this does not address the complaint.  

   

  The complaint is that on Dec 6 2023 Astound was unable to provide the price of service at 1gig speed, unlimited data capacity, with / or without a rental modem.  

  I am fully aware of the current service price to my residence.  Seeking customer service provider above info.

  
  Sincerely,
  
  ***************************

  Business response

  12/11/2023

  Our rate card (attached) can be found at **************************************************************************************************************************************** 1Gig retails for $99.95

  Customer response

  12/12/2023

   
  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

  11/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for astound broadband with an online promotion that would only charge me $45 a month for two years of service. The modem and router were free with no rental as part of that promotion. I was also promised one free month of service. All of this was on the contract I signed and is in the receipt that astound sent me. Astound has so far charged me partially for the "free" month, and has not applied the discount as per our contract. I have been overcharged $55 over three months. When I tried to contact astound I could find no way to do so, there is no e-mail address to send a complaint to. I called their help number and they denied me any help after an hour long conversation. I then left a one star review on ****** and astound replied to it with an e-mail. I have been haggling with that person for over a week and they have not fixed the issue even after being supplied three different copies of the receipt they provided me. Astound is refusing to stick to their contract and is stealing from my bank account without my permission.

  Business response

  11/28/2023

  The first month of service was free, less the equipment and activation fee which were not included in the promotional offer for 1 month free. The eero router is $5/month, however, the standard router would have been included for free. The eero router rental was free for the first month, however, this was added as an adjustment to the statement since the eero was not discounted by the $5 charge on the first statement. $26.83 is due 12/3. The package currently includes the eero router, modem and 500mbps for $55.00/month inclusive of estimated taxes and fees for 2 years, no contract. This is then discounted by a $5/month autopay and e-bill credit to $50/month. 
  

  Customer response

  11/28/2023

   
  Complaint: 20915643
  
  I am rejecting this response because:

  I signed up for a standard router and have a receipt showing that the router and modem are FREE OF CHARGE.  I also have a receipt from the company CLEARLY STATING that my monthly charge is $45.

  Astound is refusing to honor their end of the deal and cannot provide any paperwork or records to back their claim.  I have provided receipts that they sent to me confirming my monthly charge as $45.  Astound is still stealing from me.

  
  Sincerely,
  
  *************************

  Business response

  12/05/2023

  The eero router (not a standard router) was installed 08/11/2023 and is $5/month and a promotion was applied and backdated for the modem free. Before the autopay discount, this package is $55/month and with the e-bill and autopay discount, it is $50/month. 
  

  Customer response

  12/05/2023

   
  Complaint: 20915643
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  I never ordered the fancy modem, I only ordered the standard modem as is shown in the receipt I provided.  I have asked Astound to furnish any paperwork, documents, contracts, or receipts showing that I signed up for anything more than $45 a month and they cannot.  This company is dishonest and refuses to honor their contract.

   

  I want astound to furnish proof that I ordered anything other than what is on the receipt they sent me.  

  Business response

  12/07/2023

  The modem rental is a standard modem, the eero router is an upcharge of $5/month, which was ordered. It can be removed and swapped out for a standard router for no charge. Please feel free to make changes to the service and equipment by calling ************** 24/7.

  Customer response

  12/07/2023

   
  Complaint: 20915643
  
  I am rejecting this response because:
  I never ordered the upgraded modem and have receipts proving this.
  Sincerely,
  
  *************************

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