4 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Robert C
2 stars01/01/2023
When it works - it is great. About once or twice a quarter the internet goes out and takes considerable time for service to be restored. Currently writing this after service has been out for about 24 hours. It came back for a few hours overnight before going out again. The service estimation call line simply adds two hours from the time you call for the approximate time service will be restored, which is a very disingenuous way of informing customers of the issue and providing appropriate status of the situation. Very disappointed in the service and will consider different options once my contract is up. If the issue persists I will look into termination for cause as they are not providing reliable service in a day in which many people are depending on reliable internet. Would strongly recommend weighing the pros and cons of providers in someone’s area before going with them.
Astound Broadband powered by En-Touch Response
01/03/2023
Hello, Robert! Thank you for sharing your recent experience with Astound Broadband. Providing reliable service is of the highest importance to us, and I understand how disruptive connection issues can be. I'd be glad to review your account and make sure your concerns are resolved. Please email me at [email protected] with "Attn Jackie BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -JackieReview from Ganesh G.
1 star10/27/2022
In the past month alone Astound Internet has been down for multiple days and each time it has been a nightmarish experience dealing with their support team. We are paying double the price they have posted on their website as offer to new customers. Good entry trap. If you’re working from home and need a reliable internet service then Astound Entouch is not the right choiceAstound Broadband powered by En-Touch Response
10/29/2022
Hello, Ganesh! Thank you for reviewing your recent experience with Astound powered by enTouch. We strive to provide affordable, reliable service and the highest level of customer care. I'd be glad to review your account and determine the best way to resolve these concerns. Please email me at [email protected] with "Attn Jackie BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -JackieReview from Robert S
1 star08/28/2021
I had the 1GB Quad Play package for 6 years. I called Customer Service in June about my service contract ending on July 24. 2021. I was told that it was extended to August 7. I have called a few times since to inquire what the cost of my service would be on August 8. I was informed each time that they did not know because of the promotion dates, but assured me that the cost would be about the same or less. I checked my invoice online on August 8 and it went from $164.44 to $333.45. I called and chatted with customer service and the price is now $296.41 which is still way too high. Grande is not too grand. They Lie, Lie, Lie. I am going to switch to Internet & Voice with ******* and use Youtube TV. (Edited) I have talked to multiple Customer Service reps and the invoice was slightly adjusted but it is still way to high. I was told that Entouch (Grande) does not offer bundles but I see it on my invoice under BUNDLED SERVICES. I was never notified of the new Quad Play bundle price. I have switched to ******* & cancelled Entouch. I am still waiting for an adjusted invoice based on my previous Quad Play Bundle price.Astound Broadband powered by En-Touch Response
08/31/2021
Hello, Robert! Thank you for sharing your recent enTouch experience. I'm sad to hear that you had service issues and that you are no longer a member of our service family; I would have loved the opportunity to personally resolve these concerns for you! However, I'd be glad to review your account and go over the final statement with you. Please email me at [email protected] with "Attn Jackie BBB" in the subject so I can better assist you. Thank you for the time you spent with us as a valued member of the enTouch family. -JackieReview from Shelly E
1 star08/20/2021
We moved into an apartment that didn't disclose they had this internet provider until we were about to move in. We had no choice since everything was already set up for move in. Biggest mistake ever. It is 8/19/2021 and I'm going back to school and I'm in the middle of doing my class work since I work all day and I have night classes online, the internet decides to go out at 9pm. In the other room, my boyfriend is working from home. We thought it would come back up after a few minutes but it didn't. So we decided to look at their website to see if it shows were any outages are. Unfortunetly, entouch doesn't provide the luxury of that. So we decide to call, they informed us they couldn't find any connection or outages in the area. They informed us the soonest they could send a thecnisian out to our unit would be MONDAY 8/23/2021 between the time window of 1pm-5pm....when we both work all day...so not only are we expected to be without internet for 3 days but we are also expected to take 5 hours from work to wait for a technicians to come to our unit..How is any of this the customers fault? Why are we the ones penalized for horrible customer service and horrible internet service? I am crying over how stressed out I am with this move, not being able to take my online classes and being stuck in a lease contract with a horrible internet company with horrible reviews for 12 months.....
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.