ComplaintsforAstound Broadband powered by Wave
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Complaint Details
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Initial Complaint
08/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Astound Broadband raised its fees with no prior notice. I called to cancel my service. Astound told me that they only cancel at the end of a billing cycle. The soonest they gave me my statement showing the higher prices was 4 days into the billing cycle. This policy and practice of Astound is predatory. I originally wanted to cancel at the end of this month, but they refused even an immediate cancelation on the same day as the statement. Not even as soon as they gave me the statement would I even be allowed to cancel or dispute those charges.Business response
09/05/2024
The customer called on 8/20 to disconnect the service. As seen in this statement the billing cycle is 8/17/24-09/16/24.Customer response
09/05/2024
Complaint: 22170834
I am rejecting this response because:The statement date is 3 days after the beginning of the billing cycle as stated in your previous message. By design, I did not have a chance to cancel it or object to fee changes.
Sincerely,
***************************Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Astound Fastmesh is the current internet provider for the building I live in. I have now paid for 2 separate months (the First was 60 dollars and the most recent was 45). The internet service is terrible and constantly fails, requiring disconnecting and reconnecting. On top of that, the speeds are only 1/4 of what is promised/paid for.Every time I try to reach out to the company to fix the problem, I get no response back at all from support or customer service.Business response
09/05/2024
The monthly total is 45 a month on the accountInitial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been Astound (Wave)'s customer for years. We agreed to have the monthly fee of $30 for the **************** for a year. Without any notice, we just received the bill that our charges will be increased to $40 now. We called ************* for Astound support staff at 6:43 pm yesterday (8/17/24). A male staff asked me to be on hold and he was trying to provide me a good deal so i will stay in Astound. I was on hold for over 15 mins and the phone call was discontinued. I called again and was told we need to call back on 9/2 to discontinue the service and our **************** will end on the midnight of 9/7 and we have to pay for the whole month. She said that is the new policy and i should know about it. I said i did not know that. It is not reasonable for Astound to increase our monthly charge without prior notice so we can prepare to change the Internet provider and now we have to wait till 9/7 to switch to another Internet provider. I have attached our Astound account Info Records for your review. Our Astound account number is ***************. Thanks for all your helpBusiness response
08/26/2024
On the statement the customer attached that generated on 7/1/24 and was due 7/30/24 stated on the front in bold letters IMPORANT INFORMATION ABOUT YOUR RATES. 30 days before the price increase the customer was notified on page 4 it states As a courtesy, we want to let you know that your current promotion is ending soon. Beginning with your next statement, your rate will
be $40.00 excluding surcharges, taxes and fees.* This new rate continues to provide considerable savings over standard rates. As
always, our goal is to provide you with the highest quality services possible, all at a great value. The customer could have canceled service at the end of the billing period to avoid the rate increase.Customer response
08/26/2024
Complaint: 22161694
I am rejecting this response because: we would like to cancel the service when we find the new Internet provider with better deal, not at the end of the service period. Astound makes it difficult for customers to move the service to another provider. It is not ethical. Astound customer support hung up customer's call. It is very unprofessional.
Sincerely,
Tak MaInitial Complaint
08/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Internet unavailable for 3 full days in the last month Company issued no refunds to customers Missed work hours Company blaming fiber lines being cutBusiness response
09/05/2024
Our executive resolution team called the customer on 8/26,8/27 and left a voicemail. We also sent an email. We have not received a response. We sent all the customers a letter explaining the outages and there was a credit applied to the accountInitial Complaint
08/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Business continues to have significant outages claiming vandalism. No such reports have been filed with the sheriff and failure to do anything to prevent future outagesBusiness response
08/30/2024
We are working with law enforcement in regards to the vandalism and sent letters to all the customers in the area explaining thisInitial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have constant internet outages and slow speeds every day and despite many contacts to customer service this has not been resolved. I took a day off work to have a tech come out to assess the problem and he did nothing and the problem persists. I have contacted customer service MANY times and they pretty much told me nothing can be done. If there was another internet service provider in the area I would have canceled my account a long time ago. So unbelievably frustrated with the constant work disruptions and inconvenience despite paying over $100 per month!Business response
08/26/2024
The service issue looks like it was resolved on 8/17. Our executive resolution team did reach out to the customer and like a message to follow upInitial Complaint
08/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I cancelled my account with ******************** on June 16th. My final bill was paid automatically. I returned all equipment. Astound then in July sent another bill with ZERO details. It stated the bill might be for issues with equipment. The amount was more than any previous month bill. I waited thinking they they might have had a delay in checking in my equipment that was returned. In August a bill was mailed stating final notice. Again the amount was more than service ever was on my account before I cancelled.. I called in to ask what the charge was for and the *** gave me the runaround and said "it is probably the last month you never paid. I stated that I cancelled service after my bill date and therefore all payments had been made. I asked for details of exactly what the charge was for. She demanded payment. I said not without some details of what I am paying. The *** is all she sent me. This company is charging a premium amount for services not rendered and hiding behind ambiguous and predatory business tactics. I demanded a written bill of exactly what is being billed. They have not provided it. I now want them to remove this charge and make sure it does not hit my credit.Business response
08/21/2024
The account was disconnected on 6/16 which was the last day in the billing cycle. A bill generated on 5/20/24 that was due on 6/08/24. That payment was never received. The last payment received was on 5/08/24Customer response
08/21/2024
Complaint: 22103902
I am rejecting this response because:My account has been on autopay for multiple years. They can send you each months payment timeframe and confirm this. All payments, as they state in their response are paid within the first 10 days of the month for the following month. I did not close my account until after this date. This means that the autopay for the following month should have already been taken. My understanding is that my May payment, as stated, pays for future 30 day service or June ******** not past 30 days. Thus the June payment was reversed because service was stopped at the beginning of the service month and did not have an amount due.
Additionally, they can provide the amount of my bills over the past multiple years. All bills are around $85 per month until May. No changes were made on my part except cancelling ******** why is the bill now over $130?
Lastly, they still have NEVER sent me a bill stating what I was being billed for. The ONLY bill I got, I sent to you, and it states that the charges are likely for unreturned equipment. (attached)
They are not being forthcoming with charges or bills and providing different information to you and me. I do not believe I should be responsible for paying any bills that do not explain what I am being billed for. Additionally, according to their timeline, when canceling the account they would have known there was an outstanding charge and mentioned or billed it before that time or at the very least at that time... nothing mentioned, just closed and no effort made to let me know if there some bill they missed actually billing. Which seems fishy to me.
Sincerely,
*******************Business response
09/05/2024
The bill has always been ****** as seen in attachment. The last autopay was on 5/09/2024. The account was closed on 6/16/24. We never received the payment due on 6/09/24. All statements can be seen in your selfcare account online.Initial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
There are constant outages and Astound is holding a monopoly on this area unless we can come up $20,000 for another provider to supply internet and or infrastructures to provide it. Astound is regularly over priced for worse connection than the other providers.Business response
08/09/2024
The executive resolution team reached out and left a voicemail with a direct number to assist the customerCustomer response
08/12/2024
Complaint: 22051073
I am rejecting this response because:Simply returning the funds for 2 days worth of the internet being down and only after people complained and called in alot. does not cover the hundreds to thousands of dollars of potential earnings each customer who works from home and Is only allowed your service. Your shotty work and trash service absolutely needs to be investigated for a potential monopoly and foul play.
Sincerely,
E *************************Initial Complaint
07/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company provides high speed internet. The internet at my residence has been out for a month and a half and they have been uninterested in fixing it. This company has promised their employees would be dispatched to resolve the issue on a given date but it continues to be postponed with no notice to me. My family works from home and internet access is critical. There is no clear path to resolution when I contact the company.Business response
07/31/2024
I did call and leave a voicemail with my direct number. Maintenance was completed on 7/25. A credit of ****** was issued to the accountInitial Complaint
07/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been a customer of ********************** since 2014. You used to start and end service based on your move in and move out dates. When I called WAVE to say we would be moving out of our previous address on 6/23/2024 and needed to end service that date, they refused. They can only cancel on the next billing cycle date now. So the earliest date to cancel was 7/6/2024. It was cancelled as of that date, but the issue was a paid for a full month of service on 6/29/2024. This was after our lease ended and no longer resided there. When I reached out about a refund since we paid in full 6/29 but terminated service 7/6, they refused. Apparently they do not pro-rate or provide refunds. Technically, this is stealing money! They took my money for a service I was no longer using and for a home I had no legal right to anymore. This is a disgusting practice and in my opinion not very legal. I am owed money back and they are refusing.Business response
07/31/2024
All customers were notified in of March 2024 that internet accounts were billed in monthly inurnments and would not be prorated.Customer response
07/31/2024
Complaint: 22014267
I am rejecting this response because:Regardless of how you changed your billing structure, if a customer has NO LEGAL right to a property anymore and CANNOT use the services, you cannot take a full payment. That is stealing. If a lease for a tenant ends on a certain date, so should the services and the amount due should be pro-rated. I was legally out of the address on 6/23/2024 and WAVE by Astound refused to stop service until 7/6/2024. This is unacceptable regardless of how their billing cycle works. I should not have to pay for something at and address that I have no legal claim to anymore.
Sincerely,
***********************
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Customer Complaints Summary
237 total complaints in the last 3 years.
74 complaints closed in the last 12 months.