Customer ReviewsforAstound Broadband powered by Wave

My newly built neighborhood has only one option for internet/television: Astound Broadband.My experience so far, after 6 months:FYI - Astound TV is internet-only, no cable, so your television signal rides on the same bandwidth as your computer connectivity.- bandwidth is extremely unreliable. Routinely, while watching streaming or tv channels, we get stuttering or sound dropout due to low bandwidth - cost: I'm paying over $300/month and that doesn't include any premium movie channels. I got better service and lower price with xFinity at my old address - tech support is non-existent. They send out techs that barely know which end is up, they do nothing, and declare victory. Meanwhile, you still have the same problems.

Hello, ****! Thank you for reaching out to Astound Broadband. One of our priorities is to ensure that our customers have affordable, reliable service and access to excellent customer care. Let's take a closer look at your account together. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family. -******

Company provides no information to report internet service outages. Upon contacting customer support, they denied there was an outage and the only help is to power cycle your router (which most do at time of outage). Then, they require you to schedule a technician to come for $79. This is just a money extraction scam.

Hello, *******. Thank you for reaching out to Astound Broadband. One of our top priorities is to ensure that our customers have fast, dependable service. In the event that a customer reports a technical problem, we first check their account to see if it has been flagged as part of an outage. We also check our outage board, just to make sure we are providing the correct information. If no outage is found, we proceed with normal troubleshooting. I'd be glad to take a closer look at your connection. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

We have had a bundled package w Wave/Astound for many years. Our package consisting of Internet ,phone, and cable TV always included Stars and Stars Encore/Multiplex. Yesterday afternoon June 26th the entire Stars lineup was deleted on our TV. After waiting 30 min. to talk to an Astound customer service agent i was finally able to explain that we were no longer getting any of the Stars channels. She tried trouble-shooting without any success. Not knowing why Astound may have deleted those channels, she recommended having an Astound service tech come to the house to check it out, which did not make sense as we were getting all the other original channels our TV hookups seemed just fine.Our appointment window was between 8:00 -!2:00 noon. The Tech did not call, but showed up late @ 12:30pm. He checked the cable, the cable box and checked the outside connections but still no Stars. He had no clue what was going on. I recommended he call the main office to find out why we were still not receiving the channels as it made no sense. The office then told the tech that Stars was "no longer a part of our cable package and that it would be another $11.00/mo to add the channels back". Astound never notified us of this. Being Seniors on a limited fixed income, this was yet another expense. After 45 min of speaking w a new Astound Agent we were then told that because of the inconvenience, our Bill would be discounted $11. so that we could buy back the $11. Stars package without an increase. As She turned on our missing stations, our phone call was abruptly cut off. When I called back again, we got yet another agent that said we couldn't have our Bill discounted but increased. We got so frustrated that we wanted to cancel Stars(and actually Astound) all together. We were paid up til July 17h but she deleted our Stars channels once again. All in all it was a disappointing frustrating experience and we would rate zero stars if we could. Please make this right.

Hello, ****! Thank you for reaching out to Astound Broadband. We strive to provide our customers with excellent customer care, fast and accurate resolutions to their concerns, and convenience in every circumstance. We certainly don't want to lose you as a customer, and I would be glad to review your account with you. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

I would give zero stars if possible. I have been trying to cut off my service for months. I returned all equipment and have spent hours with customer support. They claim they can only look up an account by unit/apartment number. They inexplicably do not have my apartment number on file yet I continue to get charged monthly. I had to set up a block on my credit card to stop their charges. They also claim to have a new policy where they don't prorate charges, so I got charged for more than 3 months of service AFTER it was disconnected. One account shows they owe me $43 and they will not pay out. Do yourself a favor and NEVER get started with this company because you will spend your time, money and energy trying to get out of it for spotty and weak internet service. It should be considered fraud to have customers keep paying for services they are not using.

Hello, *******! Thank you for reaching out to Astound Broadband. We're sad to hear that you chose to disconnect service, and we hope to serve you again in the future. I'd be glad to review your account with you and assist you with your billing concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with the Astound service family. -******

I am writing to formally lodge a complaint against Astound Services regarding an unfair one-time late fee charge of approximately $65 and persistent service quality issues.Last month, my credit card, which was enrolled in Astound's autopay plan, was stolen. Consequently, I requested a replacement card. When Astound attempted to charge my stolen card, the transaction was understandably declined. As soon as I received my new card, I promptly updated my payment information with Astound. Despite my proactive measures, I was informed that I would still incur a late fee.This is the first instance of such an issue occurring, and it arose due to an unforeseen and unavoidable circumstance. I believe it is unreasonable to impose this late fee given the circumstances. I acted in good faith to resolve the issue as swiftly as possible once I was aware of it.Additionally, I would like to bring to your attention the ongoing issues with Astound's ************** The connection frequently drops for one to two hours without any notice, severely disrupting my daily activities. Despite reporting these issues to Astound, the problem persists, and it has significantly impacted my experience as a customer.I kindly request that the ********************** assist me in resolving these matters by having Astound Services waive this unjust late fee and addressing the ongoing connectivity issues to provide a reliable service.

Hello, ***. Thank you for reaching out to Astound Broadband. We want to make sure you're fully satisfied with your service. I understand you have both billing and service-related concerns. I'd be glad to review your account with you. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

Astound is committing theft at scale They have been charging me $15 for 8.5 years which is $1530 for a router modem that is not theirs. I've called them repeatedly and they have refused to acknowledge the situation or rectify it. They have been engaging in fraudulent/abusive billing practices where they claim a fixed price but inch the fees up over time. Unfortunately an FCC complaint is not effective at addressing this issue due to the fact that the complaints are not resolved one at a time.

Hello, *****. Thank you for sharing your recent experience with Astound Broadband. I understand you have some equipment-related billing concerns, and I'd be glad to look into this for you. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. I look forward to hearing from you soon. Thank you for being a valued Astound customer! -******

My astound Internet is horrible. I pay $178 a month for 22 mb down and 6 mb up. This is absolute corruption in their part. Disgusting.

Hello, ***! Thank you for sharing your recent experience with Astound Broadband. We strive to offer our customers competitively-priced service that is fast and dependable. I'd be glad to review your account with you to make sure you are getting the best possible value and stable connection. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a part of the Astound service family! -******

I placed a disconnect for my internet service on 4/24/2024 and they want to charge me from 4/21 thru 5/20 for $59.95. They will not prorate this, BUT, they will prorate my service when I reconnect after having placed my account on vacation mode. Why? I find this to be totally wrong! I do not recommend Astound to anyone. When this was Wave Broadband the service was amazing and I cannot say enough nice things about Wave. Exactly the opposite for Astound. Steer clear of Astound!

Hello, *********!  Thank you for reaching out to Astound Broadband. We're sad to hear that you are no longer a member of our service family. Our terms and conditions were updating in the beginning of April 2024. Our policy now is that internet-only customers are billed to the end of their current billing cycle when disconnecting service.(This would not apply when putting your account on a seasonal (vacation) hold because the account is still active during that time.) We appreciate your feedback and will share it with our management team. If you have any other questions/concerns, please email me at ********************** with "Attn ******" in the subject so I can better assist you. please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with the Astound service family. We hope to serve you again in the future. -******

I want to give minus stars if I could. TERRIBLE customer service and bad connection. I inquired about their service in February, and they started charging me even thought they did not install it until mid March. When I called to inquire about this, they said they would reimburse on the next cycle. At the next cycle, they only reimbursed a third of what they were supposed t, so I called again to ask and they had such a bad attitude I was shocked. They basically said, "We refunded you a portion. What more do you want?" - and not in a nice tone. Um excuse me. If my service didn't start until mid March, I should not have to pay even a dollar for February. They are probably ripping people off left and right, and if you are not checking your bill thoroughly, customers are probably getting overcharged. This is just one of the MANY customer service issues that I can talk about.

Hello, *****. Thank you for reaching out to Astound Broadband. We want to extend a warm welcome to our service family. I'm sad to hear that your first few months of service did not go as smoothly as expected. I understand you have some billing concerns, and I'd be glad to take a closer look at your account. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

Scam pricing. They'll keep up-charging you until you ask them not to. When you ask them about the pricing, they'll offer a subpar promotion as a replacement. They only offered a good pricing plan when I told them I'd cancel but I was already through with them since I've seen them raise my monthly payment prices on me 3 times over the course of less than 1.5 years. Customer support was nice though and tried to be helpful.

Hi, Na! Thank you for reaching out to Astound Broadband. One of our top priorities is to provide our customers packages with great value. We don't want to lose you as a customer and would like to review your account to make sure you are getting the best possible rate. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a part of the Astound service family! -******