ComplaintsforAstound Broadband powered by Grande

• Initial Complaint

  11/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  10/31/23 Ordered cable tv to be added to my account via their advertised total price of approx $170 ** for preffered tv package plus internet. NOTE: I wanted to make sure the price for preferred channels was less than what I currently paid for *********** so i was specific about what i was ordering and the price.Installion was completed on the above date.I was only given basic cable and was told preffered would be $230 mo, SUBSTANTIALLY higher than advertised.Also my Roku main TV remote was taken by the technician and I want it back as well as Grande honoring the advertised pricing This is a bate and switch scheme and false advertising. Also I am a senior citizen and they are trying to take advantage of me.

  Business response

  11/01/2023

  The pricing for the basic TV, eero router and ****mbps including the rental of 5 cable boxes and modem came to $170.09/month inclusive of estimated taxes/fees. Since cable was disconnected, the boxes will need to be returned so unreturned equipment charges will be removed from the account. For preferred TV, the lowest price we have available for the package would be $238.11. Upon review of the call, the representative stated that adding cable would come to $170.09/mo but neither specified whether this was the basic or preferred package and this was the basic package. We have sent the call to management to review. 

  Customer response

  11/01/2023

  Complaint: 20808322
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

   

  Your advertised price is ***** ** for preferred cable on the website  with phone number to order

  Business response

  11/01/2023

  Management will call the customer after reviewing our escalation

  Customer response

  11/01/2023

  Complaint: 20808322
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

   

  i will await a response

   

  Business response

  11/09/2023

  There was no reason attached for the rejection of our response 

  Business response

  11/20/2023

  Please call *************** to set up an installation of the premiere cable at the quoted rate or email ******************************************** and we will enter a spread out adjustment for the difference, as the quoted rate is lower than our introductory pricing offers 

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ASTOUND has a lack of communication internally as well as with its customers. As a customer I have tried on numerous occasions to communicate service issues with Astound only to receive *** service. The only phone number for Astound reaches a call center or answering service which at times has a 59 minute wait to reach an agent after you have traveled through the maze of phone prompts that takes 5 minutes to navigate thru. Astound sends out service techs who disregard the needs of disabled seniors by intimidation. For example: Tech arrives and first words I hear are " why didn't you answer your damm phone, we don't normally show up when you don't answer.". Astound's requirement to be ON CALL to confirm the appointment scheduled the day before and day of is of deep concern. For my current issue Astound has sent the same Tech out over 5 times. Each time the tech claims the issue is fixed. One instance he was gone 5 minutes and the issue continued although assurances it was fixed and I called to the call center and to no avail had to schedule another service call. Now they are sending out techs who admit they have no clue on how to restore my service. They are randomly changing parts but not investigating the issue although I have showed them the error codes. Astound representatives after so many failed attempts I decided to question the Tech and after his answers concluded he was again giving out LIP SERVICE and told him he was the **** of *** service at which time he told me to have a great day and left.

  Business response

  10/20/2023

  Calls to customer service are answered in the order they are received, however, we also have social media and chat representatives available. The technician 10/9 was not able to identify an issue and the visit set up for 10/12 was cancelled during a pre-call at: Thu, Oct 12, 2023 at 10:50 am through the automated phone system: Cancel reason: ** - CUSXLIVR

  Customer response

  10/21/2023

  Complaint: 20738001
  
  I am rejecting this response because: It does not address the issue that happened on 8/12/2023 loss of connection error code V878. this loss of service started in august not October. You changed equipment in August. this did not correct the problem. you came out several times during August and in September the 12th to be exact and added more equipment . this did not solve the problem and it is not my fault your techs cancel appointments or otherwise falsely report fixes to hope they get a good survey report.  Why wont you address this issue. Why do you make it difficult to contact you. Why do you keep sending out the same tech who has admitted he dosen't know how to fix my connection issues. When your system gives you an error code why dosen't it give a fix for that problem?
  
  Regards,
  
  *****************************

  Business response

  10/27/2023

  We suggest to schedule a technician visit if connection issues persist. We can request for a scheduled visit to be escalated to a technician supervisor. The last visit that was scheduled 10/12 was canceled by the customer through the automated phone system.

  Customer response

  10/27/2023

  Complaint: 20738001
  
  I am rejecting this response because: of the false statement that the customer cancelled the appointment for 10/12. The technician supervisor sent on 10/12 falsely reported this not me. It's apparent you don't have the qualified technician to correct my connection issues. You have sent the same supervisor over a dozen times and he doesn't know what to do to repair my service. He has strung wires across the ceiling and has equipment left here not connected. Please send help 

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

  Business response

  11/03/2023

  Please see the attachments, the modem is online with no interruption within recent history. Please schedule a technician visit if the issue persists. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company promised to waive the installation fee upon entering an special code during the purchasing process, which I did but it was not taken.The company refused to process a full refund of that fee and only refunded half of it.I am asking for a full refund because of their fault in not accepting my order the way it should, which constitutes a bad business practice.

  Business response

  10/02/2023

  Half of the installation fee was waived 09/27/2023  1:07 pm the other half was waived 10/2/2023 1:28PM.  The coupon code CONNECTNOW was not entered at check out, and does not appear on the online order. 

  Customer response

  10/02/2023

  Complaint: 20664006
  
  I am rejecting this response because I can't see the credits on the statements or on the account.
  
  Regards,
  
  ***********************

  Business response

  10/02/2023

  $68.22 is the adjusted amount owed 10/16/2023 and this is updated in the MyAstound app
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted to disconnect my service. My stop bill date was 7/30/23. Upon return of my equipment, my account was then scheduled for disconnection on 8/14/23. At the time of disconnection, I had a positive balance on my account for which I was told that I would be refunded within 14 days. I was given this information when I called to cancel. This amount to be refunded is shown on the Billing statement attached to this complaint.I waited patiently to receive my refund. On 9/26/23, I contacted Astound Broadband via an online chat. I had tried to call the previous day, but could not stay on hold for any longer. I initially entered the online chat at 8:17am. A copy of this chat is attached to this complaint as well. At 9:17am, I was connected with *******. After explaining my situation to *******, she stated that she would be putting me on a 3-5 minute hold in order to review my account. Again, that was at 9:17am. At 9:35am, she returned to the chat and stated that "it" was posted to my account on 8/28/2023 and that "there is a 45 day clearing-house wait period from the day of the original check was issued." For the next two hours, I asked her when the original check was issued. She stated that she could not see that information. I repeatedly asked to speak to someone who would be able to give me that information. She continued to state that "after 45 days, a new refund check will be issued in **** business days." At 9:47AM, she escalated it for me. I repeatedly asked when the first refund check was issued, and was not given a response. Finally, I was transferred to a supervisor, ******, at 11:05am. By this point in time, I was told that a check was scheduled to be issued on 10/2/23, however, then I would have to wait an additional ***** business days to receive the check in the mail. This asking of questions and receiving vague responses, or responses that clarified that policy and procedure had not been followed, continued for 5 hours. My money is being held hostage.

  Business response

  10/02/2023

  9/28 the customer was advised that the case that was submitted has been reviewed and there is a note that the expected issue date is : 10/2/23. Refund CHECK will be issued and may take ***** business days for delivery from issue date. Because this was escalated, another check will be sent out on Monday, as checks are only sent out on Mondays unless ************ on a holiday then the checks are mailed on Tuesday. 
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I terminated service with astound broadband and was instructed to return equipment. I was charge 601 dollars for unreturned equipment wich was auto debt from my account. I returned the equipment and was told it would take 2 weeks to get my refund. After 2 weeks I was then told it would take 17 days, after 17 days I was told it would take 17 business day, one month after returning equipment I called and they could not tell me the status of my refund. I was told it was escalated by a manager to the financial department and my account would be credited back my money in a few days, I called back 3 days later and am now being told it will take 6 to 8 weeks and that they will mail a check. This company is just giving me the run around and no one can give a solid answer as to when my money will be refunded or how it will be refunded

  Business response

  09/25/2023

  Equipment was removed from the account 8/15 and 8/29. Once equipment is returned and a disconnection has been completed, it may take 30 days for a customer to receive any refund owed. -601.89 was refunded on 9/18/2023 and may take up to 14 days to arrive
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to my apt in 6-2022. I researched Astound/Grande plans & got an email on 5-24-22 from ************** stating she was an acct specialist for my complex; she had rates specific for our property. (I have all emails). Things got to a rocky ****** *** was left off, but it was fixed and I was extended 6 months FREE ***/MAX. Part of my deal was 1 month free svc, equipment, and installation.I had ****** itemize my charges bc I am on a fixed income. The itemized charges equaled $174 without autopay, $164 with (including the cost of ***). I asked again, will this be monthly, because I have to rely on this budget - I was told the ONLY promo I had was 6 months free of ***. June 3, the very next day, I received a bill for $******!! No free month of svc/equip. I wrote,******, and was told the problem was fixed, but I kept getting emails saying I owed $21.92 - I paid. July's bill there's credit for ******, however, they charged me ******. I had surgery in July, didn't feel well, so I ate the $21.92, still had a past due bal of $1.54. The bill also shows *** free for only june-July. Despite the *** drama, my bill seemed right until Dec 22, it went to $200 ($25 in 6 months). I'm told it was ***, but I don't see where it was ever free. My health is horrible, so I haven't kept up as I should. I get different answers from different people; one angry man told me I have always paid my bill one month late! My cable alone went from I have called and was told I had 6 or 7 promos that expired! THE ONLY PROMO had was ***. My bill for Aug is ******. I understand offset fees, but my Cable alone has doubled in a year. This company has a monopoly on complexes like this, they can raise rates and there's nothing we can do. I can't get caught up bc I am on a strict budget. Now, my daughter will have no internet for school, I can't do doc appts..it is a mess!

  Business response

  09/12/2023

  HBO *** was $0, as outlined on the third page of the statement, which shows Your promotional discount will expire on 07/01/23 under HBO***. The 12 month, no contract promotional offers applied 06/02/2022 are now in the second year rate for the service in a three year, no contract pricing structure. The monthly rate is now $240.81, itemized as follows, and the statements are generating for more than this amount because there are late fees and restoral fees applied, as we did not receive a payment of $200.92 that was due 05/24/2023 until 07/01/2023 when $202.07 was paid. $473.31 was owed 06/24/2023. $562.07  was owed 07/24/2023. On 08/01/2023, $201.15 was paid and on 08/01/2023 $71.24 was paid, but the total outstanding balance owed 08/24/2023 was $623.58 and now $874.76 is owed 09/24/2023.
  

  Customer response

  09/12/2023

  Complaint: 20587711
  
  I am rejecting this response because:

  This does not address most of my concerns.  I have been in and out of the hospital since March. In August, I logged into my account, and and made the payment noted to keep my service.  Literally, as my payment processed and I hung up the call, my service was disconnect - literally simultaneously. I tried to chat with someone, but no one was available. I logged back in and was notified that I now owed $71 more! I paid that and service was restored.  Now, I am getting a reconnection fee for this??!! Check records...you guys cut me off after I made payment.

  Furthermore, in your statement back to me you state:

  "The 12 month, no contract promotional offers applied 06/02/2022 are now in the second year rate for the service in a three year, no contract pricing structure. The monthly rate is now $240.81, itemized as follows"

  But nothing followed.  My biggest complaint here is not about a price increase, I get that everything has gone up, but almost $100 in a year? My rent did not even go up that much! We do not have the power to choose another provider, but cannot afford these rates and this IS not made clear when we sign up. When was I given information about a "3 year, no contract, pricing structure"? When did I agree to such a pricing influx? I can prove that I agreed to HBO *** and the cost that would come with that, but where was it told that nothing else would be encapsulated in this package? 

  I would like to come up with a way to work something out.  I can go without cable, but absolutely need internet. You can see that I pay my bill, I have come into hard times with health and being a single mom in a fixed income.  I stick to a firm budget and I was not ready for the influx in cost - I never would have agreed to this. 

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

  Business response

  09/14/2023

  MAX (HBO): $14.99

  IPTV HD Converter: $13.00 (first box) / $8 (second box)

  MULTI-PRODUCT DISCOUNT: -$20

  EXPANDED CABLE: $76.97 

  BASIC CABLE: $29.71

  SECUREIT ANTIVIRUS: $0.75

  SERVICE PROTECTION PLAN: $5

  HOME NETWORKING SERVICE: $7.52

  POWER 1000/50: $61.72

  3.1 MODEM RENTAL: $7.99

  Network Access and Maintenance Fee $12.97

  State Sales Tax $1.33

  City Sales Tax $0.43

  Cable Franchise Fee $7.05

  Cable Regulatory Fee $0.08

  Municipal PEG Access Fee $1.36

  Cable State Sales Tax $8.57

  *************** Sales Tax $2.74

  The bill is currently $618.98 past due. Any late fees and restoral fees applied to the account are valid and we inform customers of late fees on the second page of the statement each month and the restoral fees in the attached suspension/termination notices in June, July, August and September 2023. 

   

  Customer response

  09/14/2023

  Complaint: 20587711
  
  I am rejecting this response because:  Again, this does not comply with my questions.  You are reciting information that I know, I am asking WHY! I want to see, when I signed up, where you guys informed me of some 3 year pricing tier, and told me all of these things would advance in pricing this much. Is it normal.practice to disconnect service right after someone makes payment so that you guys can then charge a restoration fee?  Please try to argue that one.  I have read reviews, I feel warranted in my complaints knowing I am not the only person with this problem. I will not contact the **** PUC, etcetera, and possibly other consumers about going forth with a class action lawsuit against your parent company for creating a monopoly on services by contracting with apartment complexes and homebuilders to be an exclusive provider of services.

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When speaking to the sales representative during order of service, I asked for the lowest tier that would provide Ballys Sports. I then asked to add *** Red Zone to the package. I was quoted around $178 per month including *** Red Zone and that Red Zone could be dropped at any time without affect my channel package. When cable was installed, I did not have access to *** Red Zone. When speaking to technical support they indicated that the lowest fee for *** Red Zone would be around $187 per month. I asked for Astound to access the audio recording from the sale call and they said it could not be accessed.

  Business response

  09/12/2023

  We do have the recorded call and upon review, the representative 8/24 stated that ******* was included in the sports package, however, the channel included in the premiere sports package (which was not added to the cable package) is the *** Network. RedZone is a separate one-time charge. We have forwarded the recorded call to our customer service management to handle accordingly and they will reach out to the customer. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I terminated service with Astound/Grande Communication. I was in communication with GRANDE representatives on at least 3 occasions determining exactly what equipment needs to be returned. Those items were, in fact, returned. I continue to get harassing communications about returning equipment YET THEY WILL NOT IDENTIFY WHAT IT IS they think I owe them!!!! They WILL NOT DISCLOSE IT!!!! Furthermore, they will not refund my pre-paid subscription fees and refuse to acknowledge that THEY OWE ME $$$. Essentially they are trying to shake down a senior citizen and threaten me with not substantiation on items they seem to think I owe them!!! They have acted in bad faith.Acct NO ***************

  Business response

  08/28/2023

  We have removed the equipment and unreturned equipment charges from the account.. Please allow ******************************* the MyAstound portal

  Customer response

  08/28/2023

  Complaint: 20530320
  
  I am rejecting this response because: This is only a portion of the complaint.  They need to give me the credit on my account for days I paid and was billed vs days service was used.  THEY FAIL TO REVIEW THIS PART OF MY COMPLAINT.  I TERMINATED SERVICE BEFORE THE END OF THE PAID Period AND RETURNED EQUIPMENT IN THAT TIME FRAME AS WELL.  I could not use the service as there was no longer equipment.  I paid but they will not give me back my money!
  
  Regards,
  
  *************************

  Business response

  08/28/2023

  The last payment received was 07/06/2023 ******* for services rendered 06/21/2023 - 07/20/2023. The disconnection was entered Tue, Jul 18, 2023 at 4:38 pm and services were credited for 7/18-7/23. A refund of $32.75 will be issued within 30 days. 

  Customer response

  08/29/2023

  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

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Astound told me to leave equipment at my previous address. When I transferred service I was charged an additional $100. I spoke to many agents many whom were untrained or impaired on the phone. I disputed this charge many times and was told by an agent it would be removed from my account and it wasnt my fault. I never received a follow up email about my dispute and was wrongly charged the $100.This is one of several over charges Ive experienced since switching to Astound.

  Business response

  08/28/2023

  We informed the customer 05/22/2023  7:27 during a recorded conversation with customer service, when they called in to find out if the equipment should be brought to their new address that it needed to be returned. They informed the representative that they have already moved out and they explained they would ask their landlord to be there for a technician to come pick up the modem/eero router and call back. We did not receive a follow up call, the customer was made aware 5/22 that equipment needed to be returned. Outstanding unreturned equipment charges are valid. 

  Customer response

  08/28/2023

  Complaint: 20514047
  
  I am rejecting this response because:

  I was told by a call service rep that I can leave anything thats not easily movable. 
  The key for the apartment had already been handed in and being that the landlord lives in *******, there was never an arrangement made or communicated that the landlord would meet with a tech. This portion of the complaint was fabricated by Astound. Im sure audio cannot be produced by Astound confirming that this arrangement was scheduled.
  

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

  Business response

  08/28/2023

  Our apologies, the eero was removed 5/23/23, the Fiber to the home modem was not. We have removed the equipment and unreturned equipment charges from the account.. Please allow ******************************* the MyAstound portal

  Customer response

  08/28/2023

  Complaint: 20514047
  
  I am rejecting this response because:

  I was told by a call center representative that the device attached to the wall was to be left at the address. There were never arrangements made to have the device removed. I even spoke to several agents after this who told me dont worry I wont be charged. When the charge reappeared on the bill I called and disputed it several times. I even spoke to an agent who was very kind and helpful; she deeply apologized for my multiple negative experiences with Astound, and removed the charge from my bill in June (?). The charge was then placed on the bill again.

  When I called last month to dispute it after it reappeared, the agent said I would receive an email from Astound addressing the charge. I never received such email.

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/21/23 end of call 8:35pm I called and spoke with ******. Call ID *********. I initially called to report that my internet password was not working. I was trying to find out why it was working all of a sudden out of the blue. It has just been working 30 minutes prior. The rep ***** the ** without informing me that doing so would ***** my modem. I am working from home. I was connected to the internet from my work computer due to automatic connection. I asked to speak to a supervisor because it still wasnt working even after doing that. She informed me that she would need to get a technician out if that didnt work. I told her no I have already had a tech out too many times in the recent months and this is getting ridiculous. I requested the supervisor. She said they would have to call me back. When he did call back 1. He was rude 2. He didnt verify what the problem was and was talking about canceling phone service (I dont even have phone service) talking about some email and 3. Wouldnt listen to the fact that I am telling him that the employees need training on informing customers that their internet would be interrupted BEFORE they do it. He instead was ******* the call and wouldnt listen. As a supervisor I would expect more. I just disconnected the call and made the decision I would call back in the morning. He came off as rude and arrogant.

  Business response

  08/23/2023

  The only loss of signal we show to the modem within recent history was 8/21 around 10PM, when there was an issue with service in the area. Please see the attachment for the modem connection history. We will review the call with our customer service supervisor and send feedback to our management team. 

  Customer response

  08/23/2023

  Complaint: 20504216
  
  I am rejecting this response because:
  It was an issue dealing with the password. It was saying my password was incorrect. I didnt call back after disconnecting the call with the rude supervisor and later called back and spoke with a very nice and attentive lady whom was determined to make sure satisfaction was of the upmost importance. That was the 10pm call. There was a call before then. 
  Regards,
  
  ***********************

  Business response

  08/23/2023

  We have sent feedback regarding this interaction to our customer service management. 

  Customer response

  08/23/2023

  Complaint: 20504216
  
  I am rejecting this response because: I would like to know what is being done for the actions of the supervisor and the way he treated me, the customer?
  
  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. ↩