ComplaintsforAstound Broadband powered by Grande

• 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,
  
  ****** ******

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company has been charging a landline fee and has not released my landline port to spectrum for installation

  Business response

  05/20/2024

  The phone number was ported out on 04/26/24

  Customer response

  05/20/2024

  Complaint: 21602861
  
  I am rejecting this response because: no refund 
  
  Regards,
  
  *******************

  Business response

  06/25/2024

  Un able to leave a voicemail for the customer. Answering machine states please enter your remote access code. A refund will be processed and mailed out to the customer 

  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

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into this store some time in March 2023 to return equipment and cancel my account due to moving from the location. When I went into the store I provided all the needed equipment and was told, by the store rep, that the account was canceled and any unreturned equipment charges that were on the account would be cleared out with ***** hours since I returned everything. I just received a collections hit on my account stating that I owe $145. I have received any bills or emails regarding this balance and there should be no balance due to the account being closed and equipment being returned. I need this balance cleared and removed from collections on my credit.

  Business response

  04/23/2024

  The customer had a bill that was due on 4/23/23 for ******. $66.86 past due and ***** in current charges. The current charges were for 4/01/23 - 4/30/23 since the customer disconnected on 4/20/23 the prorated bill due is  $145.03.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was enrolled in the *** program as of January the 9th 2024. I have a voicemail from a representative named ******, confirming my enrollment and that my $30 discount would be applied to my January bill. However, when the January bill came due I still had not received the $30 discount on my bill and had called in three or four times trying to find out why. I was finally told I had to un-enroll in the auto-pay program; to pay the bill directly because I was getting additional discounts because of the auto-pay. At that point I was also told that the $30 discount wouldn't hit my bill until February the 7th.So on the 31st I had to pay my full bill plus an additional $1 service fee because I was paying directly without the auto pay service. The $30 discount hit my account the same day. When I received my February invoice it indicated Im being charged exactly $71.00 for phone equipment on 1/9/20 It is allegedly a modem that was also phone support capable that I received in 2020! It was changed out due to an upgrade in 2022. I did some checking for voicemails, emails and of my bills. I found nothing whatsoever in any communication indicating that there is an expectation that any equipment will be left in my custody for me to return per a visit from a technician. Had there been, there would have been a time limit on getting the equipment returned otherwise Im sure they would have financially penalized and with interest. And so common sense says that it is the burden of the technician to ensure that all equipment is gathered/retrieved and removed from the customer's possession; being the technician's burden to return. Number two - they (Astound/RCN) do not supply technician names, phone numbers, or email addresses at any part of the process. Its virtually impossible for me to contact the technician as this information isnt provided.

  Business response

  06/25/2024

  The customer also had a FCC complaint and we have tried reaching out to the customer.  I called the customer on 4/22,5/*****/** and left voicemails. I also sent an email. The customer does not have equipment charges on the account. Equipment was marked returned on 5/10

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed contract for services for $125 plus tax monthly. Also to receive $50 referral for a friend who by the way is receiving the correct monthly billing of $125+. I have spoken to managers every month since November regarding no referral fee and my bill being $161 each month. One month they told me to only pay partial and Im not comfortable with that but did hoping not to hurt my credit.

  Business response

  02/23/2024

  I spoke with the customer and we were able to resolve the issue 

  Customer response

  02/28/2024

  Better Business Bureau:
  
  Resolved.

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/11/2024 - Bill received for ***** for service from 12/11/2023 to 1/11/2023. 11/11/2023 - My fathers passes away. 12/3/2023 - Astound/Grande turns of internet service to my house. 12/7/2023 - I pay all bills upto 12/11/2023 and request that my service completely be turned off. And relay to the agent that I am hereby requesting to stop service to my house and that I have paid upto 12/11/2023. Agent tells me to call the next day because they are having some computer problems.12/7/2023 - Modem removed from service and disconnected.12/8/2023 - Multiple communications with Astound agents requesting that all services be stopped and that bill be stopped given that service was stopped on the 3rd I should not owe anything.- Modem returned to local Astound store a day or two after.1/3/2023 - bill received without explanation for the charges. When I call the agent I ask her what the charges are for since I prepaid beyond the actual service that was paid. Her explanation of the charges was "you need to pay x amount otherwise your balance will be forwarded to a collection agency"...She never explained what the bill was for since the service to and from had passed and I had paid utpo the service time eventhough the service was stopped on 12/3/2023. No explanation.1/17/2024 - Receive bill for $***** without an explanation.NOTE: There is a number of calls on record where I reported, helped the techs troubleshoot the constant internet service drop at ~10am and ~3pm EVERY DAY. There is a record of times when the service was off for 3 days at a time and I never got prorated credit because the agent stated "call once the service comes up to get credit." I need to have the billed amount removed from my account. I am being billed for service not rendered and have paid beyond the dates of the service rendered. This amount seems punitive. You can not cancel online, agents can not cancel, and there is not expedited way of canceling service....HOWEVER, they can easily cancel

  Business response

  01/29/2024

  I spoke with the customer and backdated his disconnect. The customer has a zero balance 

*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. ↩