ComplaintsforAstound Broadband powered by Grande

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My broadband became intermittently unavailable on 7/20. I reported the issue and scheduled a service call from a technician. I was not told there would be a charge for this service. The technician replaced Astounds modem and replaced the connectors on the coax cable running through the wall. In the process of replacing the coax connectors he also cut my Ethernet cable which shares the same wall port. When I discovered that the Ethernet port no longer worked because he had cut the line I called the installer. The installer told me he didnt cut the line, he was sure because he had visually inspected it, yet he couldnt even remember what house was mine. He told me he was not legally allowed to fix it and would ask his supervisor what to do. Shortly later I received a text message from him containing nothing other than a picture of a business card for a third party installer. When I responded asking what I should do with that picture I never heard back.I then called astound technical support on multiple occasions to try and get my wiring replaced. Most agents could not even understand the problem and their only solution was to schedule more technicians to come out, while telling me their technicians could not work on Ethernet cables. I got tired of calling and making and cancelling appointments and finally fixed it myself at my own cost.Today when I got my bill, there is a $79 technician fee! Astound is charging me $79 for a technician to replace THEIR faulty modem who in the process negligently damaged my wiring which I had to replace at my own expense! Unbelievable!

  Business response

  08/08/2024

  On 08/02 the fee was removed from the account 

  Customer response

  08/08/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company stated that equipment was not returned, and I would be charged for it. I called to see what was missing since I had returned the only equipment I was aware had been installed. They stated that the router was returned, but not the modem equipment. When I asked what that equipment was, I was told it is policy that they cannot share that information, even though I have technically now purchased that item from them. The bill also simply states "Phone Equipment Charge". Additionally, when I returned my router, I was given a receipt for it and not told of any outstanding items on my account.When contacting my former apartment about this issue and to seek assistance, I was told this has happened to a few former residents and no equipment was ever found.I also requested a physical description of the device so I could understand what I was looking for, and again, I was denied and told this information cannot be shared with me. Information regarding an item I had apparently just purchased. I should be entitled to an accurate receipt of said equipment or at least an item description or model number if I have "purchased" it from them. Not a "phone equipment charge".

  Business response

  07/26/2024

  I apologized for the agent not giving the information regarding the modem and will sent feedback for training. I gave the customer the information regarding the modem. The customer is going to try to get the modem. The customer has my direct number to follow up  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Astound Broadband powered by Wave promised a $100 gift card after 3 months of continuous service as part of their Cyber Monday Deal 2023. I've contacted support twice already, and both times they assured me that they will follow up with me. The last promise was to reach out to me within 48 hours or two business days, and that was almost a week ago.

  Business response

  07/26/2024

  Spoke with the customer and the issue is resolved

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been given miscommunication over the last 4 recorded calls I have had with this company. They reinstated service after giving inaccurate information. Now they are holding me to an account that I did not agree too.

  Business response

  07/11/2024

  The issue has been resolved with the customer 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my internet service on 6/7/24 for an effective date of 6/6 as it was my move out date. The company is stating that I am 1 day in my billing cycle so therefor eon 6/29 I owe $65.10 for 6/7-7/5 which is absolutely ridiculous. I mailed the equipment into the provider on 6/8 and was no longer in my residence as of 6/7. They claim it's in the policy however I literally had no choice but to go with this provider for my apartment complex I was in required and only had Astound Broadband as an option. so it was either agree to all their policy information or go without internet in my home for 15 months. I don't believe this is Just to bill a customer for 30 days because they called to cancel 1 day after they're billing cycle started. A prorated amount is what is actually proper and fair in my opinion. I will not be paying $65.10 for a service I no longer had. If I don't pay this, it will go to collections and end up on my credit. What world do we live in?! no thank you.

  Business response

  07/02/2024

  The Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have had Astound services for TV and Internet for more than 5 years. Recently, we experienced a storm(5/22/2024) that disrupted these services. After numerous phone calls to Astound to report problems, speaking to numerous customer service representatives, these services were not re-established. We had no Astound services from 5/22/2024 through 6/5/2024, at which time I cancelled Astound Services. The Astound bill, which included services 5/3/2024 through 6/2/2024 were paid in full in the amount of $205.24 (even though we were without services for a portion of this time). We received a new Astound bill for $205.45 (for services 6/3/2024 through 7/2/2024. I cancelled services with Astound on 6/5/2024 via phone call due to lack of services provided. Today, on 6/11/2024, I contacted Astound again to dispute the charges from previous bill, as well as the new bill received. I spoke with a very rude male, who refused to give me his name. I was informed that a refund for absent service(5/22/2024-6/5/2024 would not be issued, and that we were responsible to pay the new bill(6/5/2024-7/2/2024) as the company was no longer "pro-rating" their service billing. I disputed this information, obviously frustrated by this information. The representative said that I "was not listening " and called me rude and disrespectful. He then ended the call. I was told the same information when I called back and spoke to another Astound representative. I was told that "notices of this policy were sent to all Astound companies in Feb. 2024". Ive never seen this policy. During the period that we were without services, I contacted Astound several times and reported a downed cable line as a result of the storm, which was disconnected. Two workers from the ******* area came out to the area on Sunday 6/2/24 who were working for Astound and reconnected the downed cable line. However, services were never restored.

  Business response

  06/25/2024

  spoke to the customer and apologized for agent giving incorrect information. Our internet only plans are billed in monthly increments and are not prorated. The customer had bundled services with cable. I backdated her disconnect to when the storm knocked out service and issued a refund. 

  Customer response

  06/28/2024

  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.  I received a phone call from "*******" at Astound, who stated she had reviewed my complaint. She was very apologetic about the incident with Astound and stated that she would ensure that I would be receiving a full refund for my payment of $****** plus $79 . Thus far, I have only seen the $79 deposited to my account. She stated that she would "delete the payment of ******" that I made to Astound on 6/25/2024, which would return to my bank account. I will wait until next few days to assure that this payment was returned to my account.
  
  Regards,
  
  *****************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the second time in the last two weeks our internet with Astound has gone down. Every time I try and contact them I can not get through to a real person. The automated system will not let me through stating that I am not able to speak to a live agent until the situation is resolved. This along with each time we are given an expected time for the situation to be corrected it increases by at least an hour or more. My wife and also my oldest son work from home and rely on this service for their jobs. With this becoming a common occurrence and Astound not being transparent or seeming to be in any type of rush to correct the issues, it is putting their jobs at risk. When I have spoken to a live agent l, the person on the line seemed annoyed and unwilling to provide much information on what the issue is or what the expected time frame is for repair. We have also not been offered any adjustment to our bill for the extended times we have been without internet service. I ha also asked to be placed at a higher priority for restoration of service since this has happened more than once and with our employment situation and can never manage to speak to any supervisors or people with the authority to do so. I am extremely disappointed in the lack of transparency and the seemingly absence of any sense of urgency, as well as Astound showing no interest in adjusting our bills.

  Business response

  06/25/2024

  I have left my direct number for the customer on his voicemail. I have issued a credit onto the account for the service outage. 

  Customer response

  06/26/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I took new astound Internet connection while the promotion "CYBER23" was on for free installation and $100 gift card. My installation for internet and connection was completed on 1/16 and by the terms of gift card, post three months of continuous service i.e on 4/16 I should have received the link for gift card. Even after waiting for 1 month and haven't received any mail for gift card, I contacted customer service, they are asking me to wait another 5 months, which is not any where mentioned in the terms of the gift card. Could you please investigate the delay for issuance of gift card. Attached copy of order with promotion applied and terms of the gift card.

  Business response

  05/24/2024

  I have spoken with the customer and explained he should have gotten an email regarding the gift card from the company we use to send the gift cards out. Customer explained he has not received the email yet. I explained I would escalate this case and follow up with him. I also gave him my direct number if he had any other questions or concerns 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Because Astound refused to provide me service at a rate equivalent to their advertised rate, which they claim is for new customers only, I chose to cancel my service. I requested written confirmation of the cancellation. In recent months I have cancelled similar services and not received such documentation only to have the service bill me again, which I have had to contest with my credit card company. Astound refused to provide me such written confirmation and told me the only way to access written confirmation of the cancellation was to download the app (for a service I just cancelled) and get updates about my cancellation there. This is ridiculous. Providing written confirmation of cancelation is an entirely reasonable request. Even so, I downloaded the mobile application onto my phone and, unsurprisingly, no such documentation exists of my cancellation on the app, contrary to Astound's representations.

  Business response

  06/25/2024

  We appreciate your feedback. I do see on 05/14 your requested an email with the confirmation of your disconnect. I do apologize you were given incorrect information. Our chat feature on our website gives you the ability to get everything in writing. I am happy you were disconnected correctly and there were no other issues  

  Customer response

  06/26/2024

  Complaint: 21711535
  
  I am rejecting this response because: I requested a written confirmation of my cancellation and what they have provided 1) is not signed by an official Astound representative to whom the communication can be ascribed in the event of a conflict with them or my financial institution, and 2) it simply (again) redirects me to their web-based interface where they CLAIM (as they did before) that I can receive such a written confirmation.  If they do not object to providing me such a confirmation, why not just send the confirmation rather than a "here's where you can find it."  Moreover, if they do not object to providing me such a written confirmation through official Astound-signed channels, why not just email me the written confirmation that I have asked for? It should not be this difficult to receive written confirmation of cancellation of a service.  I cancelled my WSJ subscription yesterday and they sent me such a notice immediately via email confirming it (see attachment).

  
  Regards,
  
  *******************

  Business response

  07/02/2024

  An email conformation was sent stating the customer was disconnected in May of 2024. There is a zero balance on the account and the equipment was returned 

  Customer response

  07/02/2024

  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.  It should not have taken nearly two months to get a one-line email, but their eventual response is satisfactory.
  
  Regards,
  
  *******************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was surprised when I went online to pay my Internet bill. I pay it every month at the beginning of the month even though is not due till the 11th. . My bill is 35 a month with a 10 credit for signing up for paperless billing and Autopay. My bill usually gets paid way before auto-payment takes place, I was surprised to see by bill at 105.00. Due on 5/11/24. Statements reads Previous Balance 35.00 Payments Received -25.00 CR One-Time & Partial Month Credits 10.00 Balance Forward 0.00 CURRENT CHARGES Bundled Services 35.00 One-Time Charges 70.00 Total Current Charges - Due 05/11 105.00. The company stated that my auto payment was declined. Therefore I was charged a 30 fee. And a late fee of 15.00 Last month charge 25.00 plus this months charge of 35.00 due 5/11/24. I spoke with customer service and told them that auto pay is only in place in case I forget to make the payment. It’s set up to pay my bill on time. But it failed I’m not sure why. I didn’t receive a notice from my bank of a payment issue. I was removed from autopay, not sure why. But I corrected the problem. The moment I put my card information in it charged my account the 105.00 without my permission. The 105 wasn’t the amount past due. I called in to dispute these charges I was told by the first customer service rep the she would refund one of the fee so I asked for the 30.00 but I should’ve of been charged any. My history proves I pay my bills on time. This was a failure with auto payment. Me being far I said I’ll pay the 15.00 late fee but I shouldn’t pay for the systems mistake. I got nothing from her but an up sale pitch for wireless service. After calling in I was told that a credit would be given of 45.00. I truly believe she just told me what I wanted to hear because as soon as I got off the phone my card was charged the 105.00. They should have only charged the past payment of 25.00. Or 50. If the include the 25.00 due on 5/11. I’ve seen the lawsuits this company is still doing bad biz.

  Business response

  05/10/2024

  The auto pay on 4/10/24 was rejected Autopay denied/MOP unassigned-302-Insufficient funds. On 4/20 a new bill generated $25 for past due $30 auto pay denial fee, $15 late fee totaling $70. The current month bill is $35 equaling $105. As a curtesy the agent issued a credit of $45. The agent waived the $30 auto pay denial fee and $15 late on 4/29/24. He will see this credit on the next billing statement.    

  Business response

  05/10/2024

  The auto pay on 4/10/24 was rejected Autopay denied/MOP unassigned-302-Insufficient funds. On 4/20 a new bill generated $25 for past due $30 auto pay denial fee, $15 late fee totaling $70. The current month bill is $35 equaling $105. As a curtesy the agent issued a credit of $45. The agent waived the $30 auto pay denial fee and $15 late on 4/29/24. He will see this credit on the next billing statement.    

  Customer response

  05/11/2024

  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.
  
  Regards,
  
  ****** ******

  Customer response

  05/11/2024

  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.
  
  Regards,
  
  ****** ******

*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. ↩