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Astound Broadband powered by Grande has locations, listed below.

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    ComplaintsforAstound Broadband powered by Grande

    Cable Installation
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      Horrible service!! My **** is constantly messed up. They overcharge me and when I call to get it resolved, I get rude people who don't take care of it. Been one bad issue after another with this company. Can't get thru to a supervisor!!!

      Business response

      10/08/2021

      The regular monthly **** with the first year, 12 month no contract promotional offer is $105.17. $162.80 was due 06/20/2021, $116.72 was paid  06/23/2021. 07/21/2021 $0.01 was due and $0.01 was paid 06/30/2021. $105.17 was due 8/20, $55.00 was paid 08/30/2021 and $50.17 was paid 08/31/2021. The **** for $226.15 due 09/20/2021 included the charges of $105.17 due 08/20/2021 since payment was not received by the due date and before the statement due 9/20 printed out. This also included a 15.00 late fee since the **** due 08/20/2021 was not paid until 8/30-8/31 and prorated charge for the sports programming package added 08/13/2021 and removed 08/14/2021.As a courtesy, on 9/26, we removed the late fee and on 09/27/2021, $105.98 was paid, although it was late (due 9/20) we did not apply a late fee since the payment was received before the next statement generated. 10/6, a representative applied a customer satisfaction credit of $30 to the account, and $103.21 is due by 10/29. The billing is irregular because the payments are irregular, late and not for the correct amounts. 
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      The issues started occurring December of 2020. Internet and specifically wifi in the Home has drastically decreased in performance. I had no issue during the first year. I have made several attempts to call and resolve by phone and messages. On January 27tth I reached out to ******************************* VP of Grande communications for help since I was not getting assistance from front line customer service employees and supervisors. I have asked for management to call me and no requests have been honored. I also reached out to ***********************************, director of customer service and did not receive a response. Tech support team came to house due to wifi no connecting and constant reset and I was informed to purchase or rent their wifi mesh system. They reset the router and issues began to happen again within 30 minutes of leaving. For the first 10 months i had no issues. They also said it was probably because more people in the area have service now. Not my fault, fix your service..

      Business response

      10/07/2021

      If this customer continues to experience technical issues, we suggest calling to troubleshoot with our technical support 24/7 at ************** or scheduling a technician visit. A speed test can be performed with a direct Ethernet cord connection between the computer and modem at http://speedtest.mygrande.net/ Currently, there has not been a speed test run in the history of the modem and 12 devices are sharing bandwidth on the 600mbps plan. 

      Customer response

      10/08/2021

      Complaint: 15985690

      I am rejecting this response because:

      Regards,

      ***************************

       

      Speed tests were completed.   The most recent was done just about a week with tech of last name of ****.  The tech also came back today and had to change the router / modem. 

       

      Please research my account thoroughly and see how many times the service went offline and how mny times it had to be reset.  Secondly,  why I have I not received callbacks from management or response from the executives that I have sent over the last 9 months.    The service was interrupted   many recentky-  The tech said it was about 8 times in last 2 weeks. 

      Business response

      10/19/2021

      The latest speed test results were run in June 2020. For accuracy, speed tests should be run with an Ethernet cord connection between the modem and a computer at speedtest.mygrande.net The latest results were 926Mbps download and 54Mbps upload and the modem is provisioned for 657Mbps down /38Mbps up. This package is $86.03/mo after est taxes, equipment and fees with the current promotion. 

      Customer response

      10/21/2021

      Complaint: 15985690

      I am rejecting this response because:

      Regards,

      ***************************

      To whom it may concerns.  The issue is not soley with the speed tests.  The issue is with the service just not working and repeated outages of system going offline.  On Oct 8th 2021 a tech from Grande came to house on service call and confirmed that the modem/ router was bad.  The tech shared that they had identified issues with Aris modem routers and thought they identified and replaced all of them  He replaced my router with Brand name "Tchnicolor".  For the past year Grande communincations has been pressuring me to purchase new equipment and or purchasing more equipment such as a wifi mesh.  I declined to do so because i did not have issues until Jan 20.  For alomost a year the service would constantly go offline.  Making have to reset multiples times a day, week and month.  When I call they say just reset it.  I called back to grande on 10/18 /21 to speak to a manager.  I was told again one would call me  bewteen 1 and 3 on 10/18 or before 10 am on 10/19.  Nobody called me.  I have been paying for service that I have not received.  When you call for help and they say a technician needs to come - they threaten you by saying there could be costs but if yoiu buy a protection plan you will be ok.  Hoever, for almost I year i was renting faulty equipment that they charge a monthly fee for plus paying full price for partial service.  Still = why has nobody from Grande honored the calback requests to resolve this. Before the tech came the phone technician informed me that the service was offline 7 times in the last 6 days .  This call occurred on 10/6.  I have no issues since the modem was replaced. 

      Business response

      10/28/2021

      A supervisor called at 10/18/2021  9:28 am. ******************** has only had 2 technician visits to the home this year. The supervisor ******************** spoke with stated that the issue has since been resolved as the technician replaced the modem 10/8 after informing the customer that the issue was caused by a problem with the equipment. 

      Customer response

      11/01/2021

      Complaint: 15985690

      I am rejecting this response because:

      Regards,

      ***************************

       

      This is a blatant lie.  The technical issue was resolved.   The customer service rep transferred the call to a supervisor who could not help with my request.  AT that point the supervisor said their Manager would call me back with 1 business day.  No callback has been made.  Grande communications confirmed that the equipment was faulty.  They also informed that they had a known issue with that device and thought they exchange all of" the ones with problems but mines was overlooked.  The reason why I wanted a Manager callback is to be reimbursed for the nearly 1 year of service issues.  Grande charges a equipment rental fee plus taxes and fees of "Cable Modem 3.1 Rental 1 13.99".  Why do I have to pay this or all of this if the service has been intermittent for the last 10 months.  The faulty equipment also cause service outages.  Imagine going to grocery store and paying for a gallon of milk to only to find out they only filled the gallon half way.   Secondly, customers are threated when asking for a service tech of some potential charge if it is not equipment related.  Also for the last 10 months Grande Communications has been only focused on selling me additional equipment to rent instead of fixing the problem.  Ye s- their solution was to rent another piece of equipment an additional ***** a month.  The device was defective and all the resets were just a temporary solution until I was fed up and persistent enough to just keep calling since none of the Manager callbacks were honored.  Also please understand- I was hesitant to agree to have technicians to come to the house because Grande was threatening a 100 service call visit unless I purchased some type of protection plan.  While the whole time the the equipment was a defective product and bad software that the company failed to identify causing my issues for the last 10 months.  Right now I am being threatening with service disconnection because eI have not made my most recent **** do to this dispute.  The reason I have not paid it because Grande communications stated that by paying the **** I am ageing to the charges,  Still nobody calls back to resolve this. 

      Business response

      11/10/2021

      On 11/1, ***** called and spoke with a representative about issues with services. He stated that he wants credit for a year of service as he has had issues with his internet. The issue is now resolved, however, we will not credit service back through January as requested. We were not notified that there is an issue and had no indication until 09/20/2021 when a technician visit was set up. Ultimately, a second technician visit was set up 10/06/2021 and completed 10/08/2021. We will agree to extend credit 9/20-10/8 due to service issues. The last visit scheduled or indication of a service issue was 02/28/2020 and that visit was canceled. The credit totals -$51.31. 

      Customer response

      11/12/2021

      Complaint: 15985690

      I am rejecting this response because:

      Regards,

      ***************************

       

      I technician came back out to house today because there was no service.  The modem and router needed to be replaced again.  I had again have been with intermittent  service since 11/6.   Secondly, the representative on 11/1 stated I was going to be placed on a discounted plan due to the issues going on.  Please listen to that call and explain what plan that is.  I was told to call back for the plan since I could not wait any longer due to being on phone with customer service for over an hour.  You also need to listen to the call because the representative said that a new system was put in place and many of the interaction were list due to a new system.  I would like to review that call with somebody and perhaps have somebody from BBB be a mediator if necessary.  

      Also. technicians from grande are asking customer to call them directly instead of calling back in within 30 days.  They are providing business cards to do so and state that calling into grande communications with tech issues within 30 days of their visit impacts their numbers and performance reviews.  By doing this, there is no record of the issues.  

       

       

      Business response

      11/26/2021

      11/12/2021 11:26 am we swapped the modem out and added a router and on 11/13 we buried a drop line. We have been working with the customer towards resolving their concerns. 

      Customer response

      12/03/2021

      Complaint: 15985690

      I am rejecting this response because:  A member of managment t from grande communication has still failed to contact me. The the last phone I was promised a discounted plan for in addition to the credit.  Even though the credit does not sufficient for time without service.  Somebody needs to listen to the call when I called in and honor promised offer now.  

      Regards,

      ***************************

      Business response

      12/16/2021

      ******************** may call ************ 24/7 and request to speak with a member of management. The service is under a promotional, discounted rate through 12/13/2022

      Customer response

      12/20/2021

      Complaint: 15985690

      I am rejecting this response because:I have tried and nobody calls back.  Secondly,  grande just increased my **** again nearly ***** a month without any notice I am aware off.
         I also just called on 12/18 and when asked to speak to a manager nobody came to the phone.  I disconnected after waiting nearly 10 minutes for management.  I was also promised a reduced plan by a customer service rep and it is not being honored.  The calls need to be reviewed and listened to confirm.  I have asked Grande to do this and it has been refused.
      Regards,

      ***************************

      Business response

      01/19/2022

      On 12/21, ***** spoke with *****, a member of management and they discussed that he had a modem replaced and a drop line replaced. The  Arris modem was not replaced until Nov 2021. ***** issued credit for 1 year of modem cost, a total of ****** (18x12) He was happy with this. Says he was promised a lower rate on 11/11 but the agent never told him the price so no way to honor what he was quoted. We have added a $10.00 x12month credit in addition to the modem rental credit to resolve the pricing issue.

      Customer response

      01/19/2022

      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.

      Regards,

      ***************************
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      I contacted Grande Communications 10/20 to inquire about **************** after leasing a new home. At this time I was told a previous tenant had not closed their account and therefore was denied service. I started receiving bills, however beginning 12/20. After countless hours & over 30 calls to Grande, the fraudulent billing issue has yet to be resolved and has in fact been sent to collections impacting my credit report negatively.During one of many calls to Grande where they confirmed I never had service, yet were unable to resolve the issue, I was given a Case #******* (2/26/21) for resolution. I was told the financial services department would be notified to review yet nothing has been done. I received a letter from collection agency on Sept 13, 2021.I'm appalled by the fraudulent/unfair billing practice and their inability to resolve this mistake. I've wasted time and energy over an account I never (ever) had and hit with a collections letter; negative credit report.

      Business response

      09/30/2021

      Hello and thank you for reaching out. We are disappointed that this has been your experience, however, We have contacted the collections agency to close the account and send a withdrawal letter to the address on the email. 
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      My family left our house and Turned our service off and equipment in to grande communications facility in **************. We were not given a receipt. We were not given a receipt the first time we turned equipment either. I had a few issues getting the service is canceled to begin with. I kept getting billed and I had to cancel it a few times and if Im not mistaken The last time I called I wasnt able to find out because the man promptly told me that its because I dont pay my bills and when I asked for a supervisor he cussed me out and hung up on me- zero exaggerations there. The next lady wasnt really sure what was going on with an said somebody would call me back and they never did. So I was cussed out and still didnt find out the information I needed. I have trauma from me and yelling at me so I havent been able to figure out a way to handle this because Im getting the runaround. No Ive gotten a new **** from the months later

      Business response

      10/06/2021

      Service was disconnected 07/30/2021 and the modem installed 10/25/2019 MAC address 5C8FE0012D3B has not yet been returned. A case was routed to the warehouse 9/20 and for the customer's reference, Case # ******* is the case number. Thank you. 
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      This business will over charge and then add in fees that are also incredibly high. They do not seek to help the customers. **************** is poor. I have advised against this company to any one and everyone. I have just internet after cancelling my cable. Was told my **** would be $88 and here I am the next month with a **** over $285. Absolutely ridiculous.

      Business response

      09/15/2021

      Since this customer has already taken advantage of a first year promotional offer, they have the best rate for 1Gig at  $87.46/mo after estimated taxes and fees through 08/10/2022. Currently the **** is past due and $285.47 is owed by 10/3. Additionally, they have to return the unused cable equipment or they will be charged unreturned equipment fees. They can visit https://mygrande.com/customer-service/equipment-return for information on how to return their 2 cable boxes, power cords and remotes. 
    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      The apartment i live at only offers Grande internet. I have been a customer with ********************** since 06/2018. My **** started at $34 then it went to $54.00 in 2020. I was told it was due to the promotion had expired .Then I had a late payment in 08/2020 with a one time charge of $15.00 which place my **** at $69.34. I expect my payment to go back to normal the month but instead the company continues to charge me the $69.53. I called the company and they told me it is due to my promotion expiring. I explained that I already have the increase from the expired promotion. Then in 01/2021 my **** increased again to $71.27. I call inquiring about the increase but did not get a satisfactory answer. Then July i forgot to make my payment on time and a $15.00 onetime charge was added and I paid $86.27. My August **** went back to $71.27 however my September **** is now $86.46. I was told it is due to expired promotion from 2019. Grande employing deceptive practice increase my ****.

      Business response

      09/09/2021

      ****************** has already taken advantage of a first year promotional offer in 2018 and so the rate increased annually as the promotion is a three year structure. As a courtesy, I applied a first year offer again that brings the monthly rate down to $56.08 for 50mbps with an upgrade to 300mbps. This promotional offer is valid for 12 months before taxes and fees ($48.98), no contract. I called and left ****************** a message with my call back number in case she has any further questions or concerns. This change was backdated to the start of the current billing cycle (9/6). 

      Customer response

      09/13/2021

      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.


      Regards,


      ***********************************

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