Business Profile
Cable TVs
Astound Broadband powered by WaveThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
12/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 30, 2023, I contacted Wave Broadband to request the termination of my service effective January 3, 2025. Despite providing sufficient notice, the company stated that the service would remain active until the end of the billing cycle on January 17, 2024, and is insisting that I pay the full amount of $41.63 for the entire billing period.This practice is both unfair and unethical. I believe customers should be charged only for the services they use. Many reputable service providers prorate final bills to reflect the actual usage period, and I expect Wave Broadband to do the same.I am requesting the BBB's assistance in resolving this matter by urging Wave Broadband to:Prorate my final bill to reflect charges only up to January 3, 2025.Adjust the $41.63 charge to reflect the actual services used during the billing period.Wave Broadbands refusal to prorate charges forces customers to pay for services they do not use, which is not acceptable.Business response
01/08/2025
I spoke with the customer regarding the change in our data disconnect policy, sent a copy of the notice to their email on file. Customer had no further questions or concerns.Initial Complaint
12/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On November 14, 2024, I requested a service transfer from Apartment 225 to 315, effective November 21, 2024. However, my internet was disconnected prematurely on November 15, even though I had requested a transfer, not a cancellation. Despite my repeated requests for assistance, Astound ignored my transfer request and canceled my service without explanation, leaving me without internet access. No representative took responsibility, and my issue was never resolved.Billing Issues:1. After Astound's error, my plan was unexpectedly increased from $46 to $93.20.2. After I canceled the transfer due to a storm, my internet speed was drastically reduced to 93 Mbps download / 0.08 Mbps upload, and I was charged $93.20, despite having already paid for the service under my original plan for November and December.Unauthorized Charges:Astound charged me $116 for the period November 15 December 3, 2024, even though I couldn't use their services. I had already paid for services prior to the transfer request, but instead of accepting my transfer request, Astound canceled my service without notice and continued charging me for services I never received. Despite multiple requests for cancellation, they failed to resolve the issue.Customer Service Failures:1. ******************** made no effort to address the billing issues caused by their mistake.2. ****** *** assured me that my issues would be resolved, but he ignored my follow-ups, and the promised supervisor never contacted me.3. I spoke with six different representatives, all of whom gave conflicting information, with no resolution or credits applied.Resolution Desired:1. Immediate removal of the $116 charge and any outstanding balances.2. Confirmation that no reports have been made or will be made to credit bureaus regarding this disputed amount.3. A thorough investigation into Astound's customer service and billing practices.4. Assurance that these issues will not recur for me or other customers.Business response
12/31/2024
Reached out to customer, no response, left vm advising of credit given as a courtesy for the inconveniences of *****, leaving a remaining balance of ***** to cover the serviced dates of 11/04-11/15 and 11/20-12/19.Initial Complaint
12/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Signed up for $20 internet. Was told that I had to sign up for autopay to get the price but wasn't told that I only had 30 days to sign up for autopay or the account was no longer eligible for the discount. I want a refund for the set-up fee and activation because I didn't receive the service that I signed up for.Business response
12/18/2024
Reached out and spoke to customer, offered we can credit ***** to settle due to miscommunication on the rate. Customer accepted, no further questions or concerns. Resolved.Initial Complaint
12/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This issue is multi faceted. we had a significant storm in area which knocked down many power lines and poles and much of Astounds service. Astound brought service back to my neighbors which were downline of me by coming onto my property and reconnecting their lines. they did not, however, repair mine at same time despite being exactly in the right spot to do so. instead they have given my repeated calls to their customer care line no attention and set a repair date of 3 weeks from now for restoration of service. My multiple attempts to escalate this issue up to a supervisor who could contact someone to get me back up sooner has been met with inconsistent and unhelpful responses. this property houses both my business and my residence. It has no cel service and the only way to communicate with my customers and the outside world (getting files and data for business to and from the cloud, communicating with customers taking and shipping orders, and most importantly my medical equipment's ability to communicate with the monitoring *** I respect this is a difficult service outage but I feel they are providing very poor service considering they were right here doing work and did not take the time to repair my service and in stead left it dangling just above the road where it is a danger to vehicles and the line. i would like a real live person who has a number i can call and the ability to actually influence my repair date to call me.Business response
12/13/2024
Called customer, no answer, left voicemail regarding service issue concernsInitial Complaint
12/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our internet has been out for 10 days as of tomorrow. When we contact Astound they refuse to give us an *** on restoration, refuse to escalate internally to someone who may have information, and refuse to allow me to put in a ticket. We had a storm through the area two weeks ago and power, etc. was fully restored well over a week ago. They continue to tell us they are working on the issue but we haven't seen any updates or response.Business response
12/17/2024
Reached out to customer, no response, left voicemail.Initial Complaint
12/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
have been a customer for **** now. They have the worst cistomer service the service is spotty and charge outrageous fees for things that are out of your control like this huge wind storm we had almost 2 wks ago. We still don't have internet or cable back. Last time we went 5 days without power they charges me for new equipment and then a $75 fee for the technician to come out and hook it all back up. They told me that when the routers and boxes go more than 3 days withbout power running to it they essentially break. So when I called this time we were without power for a week and I have been calling now since power was restored on the 21st and still not internet or cable and the agent told me all she could do was notate the account to waive the fees. Once the services are restored. But they don't have any updates of when it will be restored, I just got my bill and have been charged full price for services i have been with out for 2 wks now and can't even talk to anyone at customer service until it is restored. The automated call just hangs up on me. When you call in to CS it just says services are interrupted your services will be restored by 2pm today which is ******** bc they say that all day long the times just change. This is ridiculous. The customer service line won't even let me talk with them or thru the online chat. They have completely blocked me from even being able to disconnect services or talk with anyone about the bill I was just charged. It says no agent can help me until services are restored.Business response
12/10/2024
This customer did not answer; mailbox full; could not leave a VM.Customer response
12/11/2024
Complaint: 22623977I answered it and it said the service had been restored but now when I call for the refund/credit for the time without the *** said that they cannot apply the credit until the service is showing restored on their end which it is not.
Business response
12/17/2024
Reached out to customer, no answer, mailbox full, could not leave voicemail. I researched the account and based on the modem history and reported in notes, submitted an out of service credit for the dates 11/20/2024-12/09/2024.Customer response
01/06/2025
They have taken care of my issue. Please close this complaint.
Thank youInitial Complaint
11/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I was using Astound / Wave Broadband internet.I was moving, and contacted Astound through their customer-service chat.I asked them to keep the internet on until 12/2, which was after when I would move out. I asked initially to get the cancellation, and then once more to clarify that I need the internet until 12/2. The customer service representative assured me that it would, and that it would cause a second payment cycle into that month. I was fine with this. At the time, my bill was $56 after tax under a promotion price.On 11/21/2024, my internet was cut off at 9am. I contacted the customer support chat once again to see what was going on. They said that it was the end of the billing cycle, and that I had asked to have the service shut off then. I told them that this was not what I asked for, and wanted it on until 12/2 as the last representative offered. They told me the only way to turn the internet back on was to pay $76 for a new internet service without promotion. This was their fault for cancelling early, and now they were charging a higher price.I asked to speak with someone on the phone. They gave me their service line, and I connected with a woman with an Indian accent. She was courteous, but still could not restore anything I had before. She said the only way now was to use one of the new prices. She mentioned that the computer was locking her out from reverting anything. This was the company's mistake, and the representatives were unable to fix their issue. It feels like some level of extortion.The area I am moving does not have this service, so it felt like a last ditch effort to get more money out of me, and making me pay a much higher rate on their "mistake." There were no offers to fix their mistakes, only higher prices.A side note, I know they use AI chat bots, as the initial person that responded to my inquiry stated it was AI. I wonder if the first ******** Representative chat was also an AI representative. I don't have proof of this.Initial Complaint
11/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I used astound broadband for internet and found out that over the last year they have been overcharging me and even double billed me in November of 2023 and they are now refusing to rectify the issue. I am out almost $300 because of this company. And on top of all of that they cannot provide consistent coverage. They are the worst internet provider in the world and because of the *** they are the only wired internet provider in my area.Business response
12/06/2024
Spoke to customer, tried to review past ******** with customer, they declined any review, declined offer to lower current rate, no further questions or concerns.Initial Complaint
11/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am being forced to use internet for my tv even though I don't have an internet tv.Business response
11/29/2024
Called customer, No response, left voicemail in regards to questions with having to use our internet with condo provided Astound cable service.Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I spoke to an Astound agent on August 14th @ 2:12 PM and requested information for cancelation and return of all internet equipment. The agent then offered a reduced rate of $56.87 and assured the rate would not increase for 12 months. The next month the rate was increased by $3.96 per month ($60.83/Month). I called again and was told that the rate is fixed and will not be changed to the promised rate I was given on August 14th, and in addition the rate will increase by another $40.00 effective January 2025. Astound is a dishonest enterprise; they have agents that make promises they do not keep.
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Customer Complaints Summary
233 total complaints in the last 3 years.
84 complaints closed in the last 12 months.