ComplaintsforAstound Broadband powered by Grande
Cable Installation
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Complaint Details
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Initial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I found on August that our bill jumped without prior notice to 80 dollars for just a 300Mbps internet service only. When I called Astound in the beginning of August, I was informed about Internet First program with Astound that gets the bill down to around 19 dollars. On the same day, I submitted the application with all required documents. I received a confirmation email from customer-********************** on August 5th stating that I should be hearing back from them within 48 - 72 hours but never heard from them. I called on August 17th and spoke with ****** who created a case # ******* and assured me that Astound will follow in 48 hours. Again, never heard back. I called again on August 21st and spoke with ***. She said to send an email to customer-********************** and reattached the documents that I have already submitted when I first applied; which was very frustrating. So, I went ahead and did so, only to find that the email customer-********************** does not accept emails; and received a failure of delivery notice as shown in the attached. I called again and spoke with *******. She stated that she will send a note to Internet First and indicated that if I do not hear back, I should continue calling. I expressed that I should not bear the responsibility for these delays and requested that my account be credited to reflect the 19-dollar rate for August. *******'s supervisor denied this request.Business response
08/28/2024
The documents you provided were forwarded over to our internet first department. They added the to the internet first program and backdated the order to 08/04/24.Customer response
08/29/2024
Complaint: 22176784
I am rejecting this response because:The charges currently showing on my account total $26.98, as indicated in the attached document. We have made payments through August 3rd,so this $26.98 reflects the charges for the monthly cycle beginning August 4th.The ********************** is advertised at $19.95 per month, and the advertisement does not mention any additional taxes, as shown in the attachment. We own the equipment, so there should be no rental charges. Where does the $7 extra charge come from, given that the advertised price is $19.95 per month and the billed amount is $26.98?
Regards,
*********************Business response
09/03/2024
The account has been adjusted and ***** is due on the accountCustomer response
09/03/2024
Complaint: 22176784
I am rejecting this response because:
I went into my Astound account and did find that the balance was adjusted to $19.95. Upon attempting to pay the balance, it stated that there are convenience fees with one-time online payments and to avoid these fees, sign up for autopay- as shown in the attachment. I went ahead and signed up for autopay. Once I signed for autopay, the balance went to zero without showing me any confirmation or taking my authorization for the payment. Upon checking the payments charged, I discovered that Astound had charged my card a total of $185.13. This included a pending charge of $77.19 and three separate charges of $35.98 each. All shown in the attachment. This is completely absurd and unacceptable. Please reverse all these unauthorized charges immediately.
Regards,
*********************Business response
09/06/2024
This was an automatic response letter when internet first was added to the account. After internet first was added adjustments were made to the billing to backdate the order. On 9/04/24 the automatic payment took ***** like what was quoted.Customer response
09/06/2024
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
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Astound is claiming I didn't return eero wifi devices that I never received from them. I had my own wifi equipment, so I only had a fiber modem to return to them. When I moved and went to closeout my service, they said I still had to return eero wifi devices that were never received/installed/used while I had their fiber internet plan.Business response
08/28/2024
A ticket was submitted to get the equipment marked as lost. In 72 hours the equipment charges should be removed from the accountInitial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have a problem with only 1 internet web site. (my.ooma.com - Voice Over Internet Protocol provider) When I click on it I get this message: This site cant be reached. Check if there is a typo in my.ooma.com.If spelling is correct, try running Windows Network Diagnostics.DNS_PROBE_FINISHED_NXDOMAIN I have contacted Ooma, Astound, and TP-Links support. my.ooma.com was working before Astound upgraded their service a week ago. Support tells me it's not a problem on their end but I believe it is their problem.Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a client with wow / astound for the last 20years and I recently canceled my cable service and returned my boxs to Astound technician after a month they said they never received the equipment back. They billed me ******. I have attempted to open cases no response, talked with several people including manager and never having issues resolved, This is fraud .i need this to be resolved.Business response
08/15/2024
On 08/06/24 we had the equipment marked as lost and removed the charges from the accountInitial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive been with this company for 3 years since it was ***led Entouch, Grande, and now its ***led Astound. I work from so internet is needed. So often my internet goes down. There is supposedly an outage in my area and every time there is an outage its down for the whole day. It happens every few months or so. Ive ***led Astound several times about this and have advised them that I need it to be resolved. Well on 8/1/24 my internet went down and stayed down until after 9 am 8/2/24. I ***led the company several times on both days. I was told that I would get a ***l back yesterday but the only ***l I got was this morning from my ************* Office Manager ********. He was sent an email from Astound with all my information and account number and he ***led me. I did not authorize Astound to contact my HOA with my information requesting for a ***l back my ***l was regarding my internet being down I couldve spoken with Astound about my HOA covering my internet some other time. I have to use my PTO to cover the time I miss and I also get a uto for that day. The start of my shift time is M-F 6:50am to 3:20pm so I am missing work hours when this happens and then I have to explain to my supervisor that Im having internet issues which can cause me to be a liability to the company. The company o would like isnt offered in my area and its to time consuming to have to find another company when my HOA pays for the internet. I would like Astound to take accountability and care enough to fix the issue so it doesnt keep happening. I do under things happen but this happens to much. I need the issue resolved and I would like a *** back from the company acknowledging and resolving the issue.Business response
08/19/2024
The service issue has been resolvedInitial Complaint
08/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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 accountCustomer 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
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 upInitial Complaint
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 resolvedInitial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 customerInitial Complaint
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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Customer Complaints Summary
104 total complaints in the last 3 years.
37 complaints closed in the last 12 months.