ComplaintsforAstound Broadband powered by Wave

• Initial Complaint

  01/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Wave is charging me for a modem that was given to me by Cascade Link for free. Wave bought Cascade Link during my contract, but never mentioned that they had updated the contract to take back the modem. They refuse to back off the charge even though several representatives showed that I owned the modem. I cancelled my account at the end of September 2021.

  Business response

  01/07/2022

  I called and left a message. To resolve the issue I have removed the equipment and the account has be credited the equipment charge. The charge to his credit card has already been reversed. There is no balance or equipment owed us anymore.

  Customer response

  01/12/2022

   
  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

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied internet with the company and they put in our address as permanently unserviceable. They gave internet to neighbor and charged $5k from her. They gave 1st excuse that there were too many trees and bushes in the way to dig a trench. I offered them that I will dig a trench and lay conduits for them. Then they changed the story that their equipment was too far. They install their equipment on my neighbors, our house is within 200(160) feet. And their limit is 200 feet. Called their management and everyone keeps telling us to wait or come up with different stories. Internet is one of the necessities. And this company is totally rolling us over. Id appreciate any type of help to sort this matter.

  Business response

  12/27/2021

  I called and left a message and also emaild this- If we extend our network to your location, it would cause our network in the area to degrade. We would not be able to provide you usable service and it would then make service worse for other customers. Unfortunately, you live in a location where we cannot extend any service. 

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for services. The services never worked. After calling several times and having the support team triage the issue over the phone, Wave scheduled a technician to come and replace to the device. The company technician never came after waiting the full window of 8 am to 5pm. I contacted the company to cancel and they refused to allow the same, instead demanding I pay for a cancellation. I was a customer for 6 days and this was a nightmare O wish to never repeat.

  Business response

  12/21/2021

  I called and spoke to Bram and scheduled a work order to have a tech come out to fix his issues today 12/21. Customer refused to let tech inside to troubleshoot their issue. Both trouble calls have been canceled due to customer refusing to let us in.
  
  Customer stated that he is not responsible to provide access to his apartment. I explained there is no way for us to resolve his issue if he does not. As for the ************** they only let the techs into the equipment room not apartments. I called and talked to the leasing office at Fountain Court Apartments where he lives just now and they said yes he is able to buzz in our tech in from the call box he just needs to press 9. The ************** does not do it for them.
  
  Therefore,as of now since the customer refuses to cooperate to resolve the issue, we are closing the BBB complaint. 

  Customer response

  12/21/2021

   
  Complaint: 16379294
  
  I am rejecting this response because:this company is not refused access to my unit. I have no access to let the technician into the building. The company has also refused to address its promise that a full day visit was required when it was not needed. Wave has failed to honor its legal requirement to serve all customers equally in accordance with the *** and the state regulations.
  
  Sincerely,
  
  *************************

  Business response

  01/04/2022

  We tried to reach out to the customer again but the voicemail is not set up so we cannot leave a message. We spoke to the leasing office at the apartments where he lives and they said yes tenants are able to buzz our tech into the building from the call box they just needs to press 9. The ************** does not do it for them. The service call had a 2-hour window between 2pm and 4pm not an all day window. We cannot keep sending techs if access to the unit is refused by the customer each time. We need access to troubleshoot as that is the only way to resolve the service issue. If the customer will let them in then we are happy to help. As of now,this is the 2nd time our tech has not been allowed in the building by the customer.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to pay my **** and he would not take my payment they were trying to tell me that the card was stolen and the car belonging to my father and I had his permission I'm his caregiver

  Business response

  12/08/2021

  I called but there is no way to leave a message. No email on file. Cannot accept a card for payment in someone elses name unless we have proper documents like POA. We did explain this when the card was presented to us for payment as the card was in the fathers name. If documents are provided, we are happy to take a payment with the card in question.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a 2 year contract for ***** for 2 years and received a **** for *****. I complained they said that those were for taxes. I had the same plan for 2 years prior with NO taxes.

  Business response

  12/14/2021

  I tried calling but it did no ever go through.I did send an email to go over this complaint. Advised to reply to our email with a good number and time to call. 
  
  The Internet Infrastructure Fee is charged to every business customer that has internet. The reason you were not charges this before was because it went into effect on November 1st for business customers and will be charged going forward. There was a notice on the 10/25/2021 statement about the Internet Infrastructure Fee. The 24-month contract you signed was for the service charges only, Business 15Mbps at ***** and Static IP at 9.95. 

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer with WAVE Broadband for three years, starting in November 2018. I had two accounts due to moving to a new location. I have the account numbers for both addresses and the account PIN numbers from my paper bills. My new account for WAVE service started 10/19/2021. As of today 12/3/2021 I have yet to be able to sign into my account. The WAVE website won't let me sign in to my new account. It continually logs me into my old account even though I use my correct username PIN # and password for this account. I've made multiple phone calls and engaged twice with their "chatbots". I still have no access to my account. All they want is to take a payment over the phone. I've told multiple representatives I want access to my account to pay my bill online and update my password and personal information, not to make a payment over the phone. My calls to WAVE from my cell phone log: Phone call today 12/3/2021 at 3:40 PM Phone call 11/22/2021 at 2:56 PM Phone call 11/3/2021 at 4:17 PM X 3 Phone call 10/24/2021 at 1:41 PM After todays phone 12/3/2021 call I still can't access my account. The representative provided me with a Case # 1567608 after she decided she couldn't help me. She said, "Someone will call me sometime?" I have no idea when, or who will call me. I told her I've been trying to resolve this issue with my account since 10/19/2021. When I asked her to speak to a supervisor, she hung up on me. I would like access to my account as I would like to pay my bill and update my password and other information for my WAVE account. At this point I'm ready to find another internet provider in my area.

  Business response

  12/07/2021

  Talked to ******* explained that I have deleted credentials from former and current account. She can re-register credential on current account. She did this on the phone with me and was successful

  Customer response

  12/07/2021

  
  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

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our internet services have dropped hundreds of times in the past 2 weeks (11/15-12/2). Wave cannot fix the issue yet still charges us for internet services. We have called 30, 40 or more times to have the issue corrected, they have sent out the same technician twice and replaced inside and outside equipment once, without resolve. This issue puts my career on the line as I do work from home. At what point can BBB intervene and expect services provided to consumers ACTUALLY WORK?

  Business response

  12/07/2021

  I called but there was no answer. I emailed the customer the following.
  I contacted the local team and we have been out this weekend in your area to see what has been causing your issues.
  We found that there is a bad transmitter in the node, which is causing the problems. We are in process of scheduling a maintenance to get this completed.
  
  Please email us back and let us know if you are still having service issues after this week, as your service should be doing better by Friday. I am also applying a credit for 1 month of service to your account for the issues. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been having intermittent Internet outages for the last week or so. it is almost impossible to talk to a real person. When I call the automated system says they have to reset my modem or they will not help me. I have done that many times myself. They say they will call me and when they do, I get disconnected. The whole community is having the same issue. I tried the chat and the rep just said that other lines that they rent may be the issue. Then they apologize and ask if there is anything else they can help me with. I get nowhere with them.

  Business response

  12/01/2021

  I Left a VM and emailed// We are aware and believe we have resolved the issues causing problems in this area. Waves headend and engineering team successfully completed the line card replacement last night at approximately 1:30am. We have been monitoring the nodes associated with this card since the replacement and have not seen any further drops in service since the completion of their work. We will continue to monitor these nodes for any issues. We are having the maintenance team working in the ** nodes to mitigate some noise issues we have identified as well. If customers are still having service issues after today, we have advised them to let us know. I will apply a 1 mo. credit to the account for the issues they have had over the last few weeks. Gave my email for any future issues.

  Customer response

  12/01/2021

   
  Complaint: 16189665
  
  I am rejecting this response because:Part of my complaint was the lack of talking to somebody in person. I waited approximately 30 minutes before my call was answered by an automated system. It said that they wanted to reset my modem. I said no as I had already done that a few times. I was then told I would not be helped until I agreed to the reset. I agreed to the reset and was told it would take about 10 minutes. I was told I would be called back after the reset. About 10 minutes later I did get a call from a representative. I could hardly understand her as there was a lot of static. I told her that and she did something and asked me if it was any better. I said no and was promptly disconnected. I should have had a return call but did not. I was not about to call back and spend another 30 or so minutes on hold and another 10 minutes for a reset. I did not appreciate being treated like a total idiot. I pay $315 a month for cable and internet which is way too much anyway. To get bad service and even worse customer service is ridiculous. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have a monopoly in our area. Our whole area has been having issues with their internet service. Multiple people have called many times. Wave Broadband has not attempted to resolve the issues or been able to provide any dates for a resolution. We pay a monthly service that is constantly having issies.

  Business response

  12/01/2021

  Called no VM box, emailed // We are aware and believe we have resolved the issues causing problems in this area. Wave’s headend and engineering team successfully completed the line card replacement last night at approximately 1:30am. We have been monitoring the nodes associated with this card since the replacement and have not seen any further drops in service since the completion of their work. We will continue to monitor these nodes for any issues. We are having the maintenance team working in the RO nodes to mitigate some noise issues we have identified as well. If customers are still having service issues after today, we have advised them to let us know. I will apply a 1 mo. credit to the account for the issues they have had over the last few weeks. Gave my email for any future issues.

  Customer response

  12/01/2021

  
  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

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  account number: *************** Wave Broadband is not providing a stable connection to our entire street. I have called them out to my house 3 separate times, my neighbors have called them out multiple times, I see vans in front of other neighbors' houses, and they keep telling us that "everything seems fine". This has been going on for months. The internet speeds are awesome when they are working, but throughout the day we are seeing intermittent downtime constantly. Everything will be fine, then there will be 2-3 minutes of downtime. This happens every 20-30 minutes usually. I've done my own network tracing and can see packets being lost on hops across wave nodes, I've told wave this multiple times but they don't seem to be taking this very seriously. One of the technicians even told me I should consider a business account, I shouldn't need a business account to do Voip for 1 person working from home... It's one thing if this was happening over a week or two period, but I've seen the vans and had my own problems for 3 months now.

  Business response

  12/02/2021

  We have found and resolved this issue. We have contacted the customer and ***** has been satisfied with the results. We are still in contact and he has our contact information if any further issues happen.

  Customer response

  12/03/2021

  
  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,
  
  ***** ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩