ComplaintsforAstound Broadband powered by Grande

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up with WOW broadband who was essentially acquired by Astound broadband RCN. Ever since this merger at the beginning of the month my service has been subpar. I am having to reach out to Astound every other day for the service interruptions. My goal is to warn others of this company offering a service they clearly can not deliver. I am upset for having to pay a company who is not providing the service as advertised and essentially being tied into business with them when they clearly way out of their element in providing the service.

  Business response

  07/12/2022

  A service disconnection was requested 7/8 however, we have not yet received the rental equipment back. We have not had a requested technician visit to resolve the intermittent internet signal here but if the customer would like to remain with us, please call 1-800-4ASTOUND to schedule a visit. 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been loyal customers to this company for over a year, never missing a payment or raising any flags towards us however we are constantly receiving poor service not only from their customer service agents but their internet service. For us it is imperative to have an internet source that is extremely reliable due to my partner and Is work field and this last time we had an issue we got hung up on multiple times from customer service when all we needed was an ETA on when we would receive notice from their contractor to fix this issue with our internet. We explained how important it is to us to have it and always remained calm and polite. Fortunately the only good thing i can speak of was their lead technician ******* who tried his best to answer and help in anyway possible before leaving but other than that i am appalled at the service this company provides, the lack of quality, professionalism and even loyalty to their customers

  Business response

  07/06/2022

  A technician came out 6/29 and I spoke with ******** who confirmed that service has been working since about 7/1. She cited communication issues with customer service and difficulty having a technician come out so we will forward feedback to our local teams, our processes have changed over the last year or so where internal cases and emails are our form of communication between the call centers and dispatch, rather than calling and speaking directly with someone in the local market. We have applied a one month credit totaling $84.78 for the issues as service issues have affected their ability to work from home. 
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for cable and internet service online using a promotion code that I received on a postcard (which I still have). All of the pricing was correct on the order confirmation screen at the end of the order process. When I received my first ****, the amount charged for the internet service was $37 more than what I signed up for. I called Astound and was told that phone agents did not have access to online pricing and could not change the billed amount to the correct price. They offered a $10 discount, but I would still be overcharged $324 plus taxes over the course of the first year. This is completely unacceptable. I still have the postcard that I received in the mail with the correct pricing. If my account can not be changed to the correct price, I may have to look into whether mail fraud has been committed by advertising prices that you are not willing to honor.

  Business response

  06/29/2022

  The flyer attached is for internet only packages. The customer has cable, premiere channels, ******* for $155.08/month before est taxes and fees and Estimated Tax/fees: $21.26. The first statement includes a $9.99 one time activation fee which is included in the confirmation email after signing up for service online and the customer is informed of this one time charge before accepting the installation order online. The statement for $397.39 was reduced to $367.87 when a $10 credit for Paperless Billing/Autopay was applied and a promotion for the premiere package was applied (prorated credit of $19.52). $367.87 is outstanding for service charges between 05/25/2022 and 07/24/2022
  
  
  

  Customer response

  06/30/2022

  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. However, I find it difficult to believe that Astound does not follow the same business practice of similar companies by giving a discount to those who bundle services, in which case they would honor the discount under discussion in this complaint.
  
  Regards,
  
  ***************************

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to moving, I cancelled my internet service with Astound Broadband- formerly Grande Communications. I was told by the customer service representative that I had 30 days to return my equipment. Given that my last day of internet service was 4/24/22, this should have allowed me until 5/24/22 to return my internet equipment. Nevertheless, I mailed back my equipment using the provided ***** shipping label much earlier. According to *****, the company signed for and received my equipment on 5/16/22. Yet, I was charged $129 on 5/23/22 for allegedly not returning the equipment. After numerous calls to customer service and constant misinformation, Astound admits they have the equipment, yet they refuse to refund my money. Instead they constantly give me a different story as to when and how the money will be refunded, but I never receive the money. I was told at one point a check would be mailed out to me on May 31, 2022. When I did not receive the check, I was told it would be deposited in my account on 6/15/22, but this did not happen either. At this point I am at my wits end, as I have called 6 times since I saw the charge processing in mid May and every time I get a different story. This seems to be a scam developed by the company to steal money from unsuspecting customers who cancel their internet service.

  Business response

  06/22/2022

  A refund check was mailed to ******************************************************************* on 6/6

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company and their employees is completely unsatisfactory for anyone. I advise this company be audited based on their business practices. I've called several times with complaints getting my internet set up. I've talked to about 8-9 people from this company including a couple supervisors and none of them have been able to provide me service to my apartment. They are the only internet service provider in my location, and having a governement job that relies on the internet, it was caused an immense amount of damage to my operation and company. I want this company out of business given the fact they are the only service provider in our location and their employees are VERY RUDE, UNTRAINED and UNPROFESSIONAL. I've been trying to get my interenet restored at my location, and everyone there seems to give me a answer that is not helpful in a sense to solve my issue. I've been told multiple lies to get me off the phone so they don't have to handle my issue of sending a technician out to service my apartment. A supervisor has confirmed it was done correctly, but come to find out the next day it wasn't even processed. After 2-3 weeks of being patient and dealing with multiple people, I've decided to write this in hopes this business will be fined or taken out of business. As residents of the community, during this difficult time, we shouldn't have to be face with such rude, untrained and unprofesssional employees. There needs to be better company with customer support and employees who CAN and WILL solve issues.

  Business response

  06/22/2022

  We are reviewing prior interactions with representatives to forward feedback along. Service was installed 6/16 when a technician, **** came out. 

  Customer response

  06/22/2022

  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,
  
  *********************************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have inaccurate items on my credit report that I disputed and I never got the results within 30 days. This account is reported without valid evidence.CLIENT ASTOUND BROADBAND POW ******** $375.00

  Business response

  06/09/2022

  This account is in collections for an unreturned modem and outstanding service charges. The final statement was sent out 03/02/2021 and is attached here. Since we have not received a payment or the equipment, the charges are valid and can be paid directly to Grande or to the collections agency ********************************** If the modem is returned, an Unreturned Equip Balance of $141.71 will be removed. 
  

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  paid the account in full on May 10, 2022, $774.27; was told by customer service that we had a credit of $ *****; stopped the **************** at that time. and continued the ************* for 300Mb/s which would be $58.88/month. today June 8, 2022 they are telling me i have a new balance due of $215.** for a disruption of service.

  Business response

  06/15/2022

  ************* was removed Fri, Jun 3, 2022, however, there was a $40 restoral fee applied to the account, which is explained on the second page of each ****, when service is disconnected for non-payment, we charge this fee. Additionally, the billing cycle is for service 6/1-6/30 so charges are prorated to include cable for 3 days and there was a $29.90 charge to pick up the cable equipment as a one time fee ($34.48 with tax). This leaves an outstanding total balance of $215.39 due 6/23 and going forward, a regular monthly balance of $54.01 fir 300mbps internet and the modem rental including estimated taxes and fees. 
  

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last month like every month I pay my **** online to Grande. They always would kick back an email thanking me for the payment. Since May 2022 i have not received any email confirming payment. Again today when I made the payment followed the prompts I accepted the *** and hit pay. Again they along with my bank don't see this payment of **** paid on 6/4/2022 Like in May the payment of *****. And again my bank didn't see payment. Something is wrong with Grande's automated system. I'm getting emails for non payment and having to pay my **** twice. I will not pay it twice again.

  Business response

  06/07/2022

  A confirmation is not sent when a payment was made over the phone. 05/23/2022 ****** 1 MASTERCARD XXXXXXXXXXXX4804 OVER PHONE 4 - Accepted The confirmation number is ******

  Customer response

  06/07/2022

  Know what they say is wrong I for three years Ive been making my payments online through Grande/astound website this month and a month prior I made my payments on time online I follow the prompts I click the button to except the terms of service I any payment being mean Im not gonna takeKnow what they say is wrong I for three years Ive been making my payments online through Grande/astound website this month and a month prior I made my payments on time online I follow the prompts I click the button to except the terms of service I hit send last month they never got it this month they never got it theres an error in their operating system its automated theres an error in it because my banks not showing any payment being made Im not gonna take what they have for an answer thats not how I pay my **** because if I pay it over the phone they charge me an extra six dollars Im not gonna pay an extra six dollars--

  It says *******************. But I'm not ***** I'm ***** Thornton 

  Business response

  06/07/2022

  In the attached call, a customer service representative named ******* confirmed a payment over the phone 5/22/22 (about 6:30 into call) with no convenience fee and the representative (on a recorded screen which we are not allowed to attach due to company privacy policy) sent an email with the statement and payment confirmation number. 

  Customer response

  06/08/2022

  Complaint: 17321360
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

   

  the payment was NEVER PAID OVER THE ******** I paid it online on May 22 2022. They are liars avoiding their responsibility.

  Customer response

  06/09/2022

  the payment was NEVER PAID OVER THE ******** I paid it online on May 22 2022. They are liars avoiding their responsibility.

  Business response

  06/09/2022

  We are attaching the audio call where a representative named ******* accepted a payment over the phone 5/22 and had emailed a copy of the confirmation number. The agent stated April 9 was the last payment we received before the payment over the phone 5/22. 

  Customer response

  06/09/2022

  Complaint: 17321360
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

   

  again Astound is lying I never made a payment over the phone on May 22 they are lying through their teeth and they still have an address the issue with their automated system its not working to where I can submit the payment online

  Customer response

  06/14/2022

  again Astound is lying I never made a payment over the phone on May 22 they are lying through their teeth and they still have an address the issue with their automated system its not working to where I can submit the payment online

  Business response

  06/15/2022

  Someone on the behalf of this account has approved a payment over the phone on May 22. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Astound Broadband Powered By Grande owes me a refund in the amount of $454.57 as of 03/07/2022, the same day service was disconnected due to moving and the new area moved to did not have Grande(Astound) service, so equipment was returned and service disconnected on that above mentioned date. I have several bills sent showing the refund and several calls from 03/07/2022 up to the date of this complaint(05-27-2022). On three of the calls, they said a check was issued that I never received, asked them several times for tracking, no response. Only repeated calls to keep saying they issued another check, yet nearly 3 months, no mail came to my address provided to them and the same address provided to BBB. First several calls were end of 03/25/2022(was told a check was sent to old addr(no check/mail received, but was told on 03/25/2022 a new one would be sent to new addr(no check received), 04/29/2022(was told a another check would be sent and was given a case number, 4 weeks later no check), 05/27/2022(was told same thing, oh another check will be sent and was given another case number). Called on 05/23/2022(they dropped the call). I asked repeatedly on several calls why are they telling me the same thing over and over with no refund, yet on 03/14/2022 received **** information to the new address showing the refund amount due of $454.57, so why would there be 3 more sent checks that the representatives said was sent, yet never reached my me at my new address. When they are owed money and not paid in 30 days or more, they get the opportunity to report to the credit bureau. So only thing the representative said was the same thing they been saying since 03/07/2022, we will send another check, we will send another check.

  Business response

  06/02/2022

  We have to wait 45 days since the first check was issued (03/22/2022) to place a stop/void on the refund check. We also process stop/void once a month and this was done 5/31/2022. A new check will be mailed/issued to 2611 ******************************************************* on 6/7 and should be received within 2-3 weeks. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had Grande internet service for years now and I have not faced issues until about the last year. My internet service continues to go down multiple times in a day. I work from home and this is absolutely unacceptable for the service quality to be this bad. In the apartment I live in, I have no other option but Grande. More specifically, today, 5/26/2022, my internet has been down all day as from 8AM central time I called Grande and they escalated the matter and said someone would be out to fix it. Its roughly 11:32AM central at the time of writing this email. I cannot keep waiting. Waiting means I cannot get any work done. If I get reprimanded or lose my job, I will absolutely pursue legal action against Grande because this is not acceptable. I do not pay my **** every month for service this bad. If I dont pay my ****, Grande charges a fine/fee and would eventually disconnect my service. So what ramifications does the organization face when they provide deplorable service that has the potential to cause major disruption for their customers?

  Business response

  06/02/2022

  A technician visit scheduled for 05/26/2022 1P-5P was cancelled, there has not been an interruption in service to the modem since 5/26 and a credit has been applied to the account. 

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I accepted the response of the business, it is still not an excuse for poor service on this level. The response of the business is sufficient as of now, but if I experience the same issue again during a weekday, I will not be very pleased.
   
  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. ↩