ComplaintsforAstound Broadband powered by Wave

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of service: 11-03-2021 I have had nothing but issues off and on with my internet service and I called Wave and they sent out a technician. I was never told that they would charge me a fee for this service especially since they are servicing their equipment. The tech came out and replaced the modem and my Eero device and still never mentioned anything about a service fee. I called to have the fee removed and was told I was aware of the fee since they waived it back in November of 2020. I was never told at any point that I would be charged $79.95 tech fee for fixing Wave's own equipment especially since I am charged a modem service fee every month of $18.00.

  Business response

  11/25/2021

  Customer contacted and advised fee waived 

  Customer response

  11/25/2021

  
  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

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I phoned Wave on October 11 because my current promotion was expiring. I was told by the agent that I could be placed on another promotion with unlimited data and that the total cost would be $65.52, ten dollars less than I was currently paying.*I phoned Wave on November 22 and explained that there was no reduction in my bill. I was told that there is no promotion for unlimited data. I was put on another plan.*I am disappointed because I should have been given what was promised. since I did not get what was promised to me I would like a credit on my bill for the past months.

  Business response

  11/23/2021

  I spoke to ***** and we went over everything. I credited 10.00 to fix the billing and he on the 1 Gig with unlimited included for $66.92.

  Customer response

  11/23/2021

  
  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

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is against Wave Broadband. I have been having issues since the end of september and This last month they have gotten worse. I pay ****** every month for service and i can not use there service because of technical issues they cant seem to figure out. I have called them serveral times and no one is taking my complaint seriously, I work from home and will be loosing my job by monday if my service is not restored. Everytime i call i get a different story and more empty promises. They say they cant get any one here until next Friday. This business is very unprofessional and needs to be stopped or at least held to higher standards. Please help me get my internet restored so me and my 3 kids dont become homeless because of them,

  Business response

  11/22/2021

  I spoke to ******** and she is still having drops happen. Looking at the account, it dropped 2 times since the evening of the 19th. We did do maintenance on the 19th also in the evening. Her modem was offline when I called. I got her back online for now. I scheduled her for tomorrow for an all day service call. She has my contact info if there are any further issues.
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wave continuously fines me $25/mo because their auto pay system does not work. I have a legit card in their system and have even changed it but their system still will not do the auto pay. So they fine me. This is a complete scam.

  Business response

  11/19/2021

  I called and left a message and emailed ****. I looked at the account and this is what I found. The Auto Pay Denial fee of ***** are valid.Each statement has a notice about the fee that is charged if a card payment is rejected. I do not show there are any cards on autopay at his time.
  
  The payment was declined on 10/06/2021.On 10/07/2021, the account was charged the Auto Pay Denial fee of *****. There was then a payment made on 10/07/2021. We have already credited the ***** fee back to the account on 10/18/20. The payment was declined on  11/09/2021.On 11/10/2021, the account was charged the Auto Pay Denial fee of *****. There was then a payment made on 11/10/2021. We have already credited the ***** fee back to the account on 11/18/20.

  Customer response

  11/24/2021

   
  Complaint: 16159399
  
  I am rejecting this response because:

  Yes they did refund the money eventually, but only after 3 months of aggravation. They are still avoiding the whole unethical or possibly illegal practice of taking the money out of the account 5 days too early. That's what set this whole thing off. When I went to update my card 3 days before the due date I had already been charged the $25 penalty. Then they claim my card is no good and try to charge me $25 dollars every month thereafter. Yet when they run the exact same card manually it works fine. And every other vendor I deal with has no problem. There's a problem with their auto-pay system or it seems like a scam.

  When I called and tried to work with them many times they were not at all interested in working with me to find out what was going on. They were rude, insulting and suggestive. There was never any apology or compensation for all the aggravation. They have the worst customer service I've experience in a very long time, possibly ever.

  I have shown them that my credit score is over 800 and I pay my bills. I also showed them that every location they have has a D rating, the worst the BBB can give. They are not interested at all in making improvements.

  So you can close this ticket but do not indicate at all that I'm a happy customer. Until they prove differently, I believe they are borderline scammers.
  
  Sincerely,
  
  *****************

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  All started Saturday 11-06-2021, one of our laptop computers had issues with an email account ********* Outlook. ********* tech support was contacted and took control of the computer and restored the Outlook account. During the process the ********* tech stated we need to do a password reset to finish the recovery and get Outlook up and running. We contacted Wavecable ************ since we were unsure how to reset the password on their website. The Wavecable support tech walked us through the process which did not work so she then attempted to reset the password. In doing so she reset my password and not my wife's which was explained to her at the beginning of the call. She attempted to restore my password and failed. So we moved on to my wife's email password reset and after about ***** minutes could not accomplish anything and during her frustration she hung up and never called back. The same thing happened with the second Wavecable support tech. The third support named ******** attempted the reset failed so created a case number ******* and told us it would be ***** hours before a support tech which specializes with this subject would contact us. When the 48 hours were up I started making contact with several Wavecable support techs Elle, ********* which is a supervisor and her call dropped off and never called back, ****** ******* and the list goes on. Finally got **** on the line another supervisor told him the situation he added more notes to the case and told me it would now be 2-3 weeks before our case would be resolved. He state that there were many internet and email problems. One would think if there were that many problems with the website and emails it would become a priority and get resolved. I asked **** for additional names and numbers so I could run the problem up the flag pole he just told me he could not even call anyone. I have continued to make contact with their support techs with no luck. Two to three weeks is ridiculous.

  Business response

  11/15/2021

  Looks like this issue has been resolved with ********* as of 11/14 and was not a Wave issue. 

  Customer response

  11/15/2021

   
  Complaint: 16122534
  
  I am rejecting this response because:  ********* had nothing to do with resolving this issue which lasted 9 days.  It was all WaveCable's problem from the start.  Their website did not function correctly which should have been in the notes from their support techs.

  The original case ******* was somehow closed after several days.  Case ******* was closed after 3 days and I called to close case ******* after a total of 9 days, only because the Wavecable techs could not reset the email password correctly for it to work.  I stumble upon the solution on the ninth day on my own accord.  I even explained to the tech (******) what I had found which was by clicking on the email in the login page.  It gave you an option to edit the password.  after 9 days of password resets by Wavecabe none of them worked.  I asked the tech to edit the password she told me she couldn't and would have to create the third case ******* and cancel the other two.  I completed the edit on the password and solved the problem.  It was not a ********* issue it was a Wavecable problem all along.   Because of support techs that do not have the skills and knowledge to solve problems, just pass them along.  Plus I was never contacted by Wavecable during the entire process.

  Blame the other guy sounds about right.  ********* only helped to recover our Outlook account.  That was when the password problem came to light.  They were even kind enough to stay on the other line while we worked with Wave to reset the password.  Wave even reset my password on my email account the first day and could not reset it back so we had two email accounts not working.  I was able to reset my account on my own after working with Wave for 3 days.  Their support techs do not support.

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay ~$280 a month for internet service. The service has been intermittent since 10/19/21. The internet provider, Wave Broadband, has been here four times to research the issue. The issue persists. The connection drops multiple times daily. Both my husband and I work from home, and internet reliability is critical to the ability for us to work. Wave refuses to provide full credits for poor levels of service, and offers immaterial credits. The issue is impacting the entire street we live on. We've all had Wave our for service issues multiple times in the past weeks. This same thing happened in 2019 and they ended up rep[lacing a line on the street after months of calls for a fix. I want a full credit for my service for October and November.

  Business response

  11/18/2021

  We have reached out to the customer and they are aware of what we are doing to resolve the issue. We are tracking down an intermittent issue.We have a team actively working on this to isolate the issue. We will update them with our progress.
  

*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. ↩