ComplaintsforAstound Broadband powered by Wave
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Complaint Details
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Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I do buy 5G services from them and I pay 92 dollars and the service in rarely 5g. I called in July and they said they write off for me and never done that. I have called several times and no resolution.The customer service is rude and disrespectful and yelling at customer. Please find out 1/8/2024 recoding of my call that customer service is rude They must give my money back. They are charging new customer 25 dollars per month! Why should I pay 92 with bad serviceBusiness response
07/23/2024
We do apologize your customer service experience was not pleasant. I have issued a 30 credit on to your account. The customer is at the best rate. All customers come in with a promotional rate for new customers. It is like a trail to see how reliable our services are. The customer does still have a promotion on the account lowering the bill by 20 a month.Initial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
One of ****s of people who experienced an internet outage that lasts from approximately 9:30am Jan 7, ****-1pm Jan 8, ****. While the outage and its length may not have been Astounds fault (though lack of redundancy in their network is troubling), the corporate and customer service response was probably the worst Ive ever seen. Astound refused to provide more than a couple very opaque responses on social media over the course of the outage; when people on ******** etc requested updates or more info, their social media team refused, simply asking people to send DMs. The DMs garnered nothing but more gaslighting. Calling **************** received either no answer or more gaslighting. Much of their ******* area was impacted, so privacy not a factor - all they needed to do was provide transparent updates and most customers wouldve been more understanding. Additionally, instead of offering a blanket credit for all impacted customers, Astound is requiring all customers to contact their awful, Byzantine customer service system -which often just hangs up on you- to receive a credit. This is absurd and, arguably a breach of a fundamental element of contracts common law. D- is really not a low enough grade for this company. Now off to file complaints with the Attorney ************************* and FCC.Business response
07/26/2024
We do apologize for the inconvenience the outage caused and the lack of customer service. I have sent feedback regarding the complaint. A credit of ***** was issued to the account and will reflect on the next statementInitial Complaint
01/10/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 customerInitial Complaint
01/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 issueInitial Complaint
01/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
******** 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 workingInitial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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 refundInitial Complaint
12/22/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
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 billingInitial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Astound broadband did not provide me with internet service that I was paying for, for 2+ months. When I called in the first time they told me the problem was that I wasnt renting equipment from them and that my modem would need to be changed with one of theirs for service. I then pointed out that my modem had better specs than any they offer and they said they would set up a service call to fix the issue. After a month of waiting nobody called me or attempted to come out. I called back and Astound then said they could send someone, but would charge me another $80 if it was an issue with my equipment. I want at least 2 months of the the service I wasnt getting refunded. I cancelled service with Astound and the same equipment now works perfectly with my new provider. This tells me that Astound throttled and then cut off my service to try and force me to pay them for downgraded equipment.Business response
07/23/2024
On 11/19/23 a case was submitted. Technicians made multiple attempts to contact the customer. Unfortunately the customer never responded. On 12/11/23 the customer finally called back. The customer disconnected the account.Initial Complaint
12/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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.
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Customer Complaints Summary
241 total complaints in the last 3 years.
75 complaints closed in the last 12 months.