ComplaintsforAstound Broadband powered by Grande

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Grande Communication **** has gone up many times for years .. I called them over and over and they keep giving me promos.. I told them about why not give customer custom service of what channels they use most of time ..I have asked phone numbers of headquarter today and all they gave me is Astound.com/contactus. I want to speak CEO of Grande Communications and Vice ****************** have fax numbers ************** ) .. no business phone numbers..I cant upload the bills but I do not mind make copies of bills and mail them to u ..Pls help me to solve the problem whereas they need to have custom made services ... I do not like the **** keep go up and I dont use many channels .. Just few channels , where i can afford .. What the address of BBB ? Thank u ***************************

  Customer response

  05/24/2022

  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

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have the highest internet speed available from astound ***** a month I have huge drop in service which I should have since I paying their top product The call customer service , they try to fix the problem remotely but ultimately schedule a service call The tech came out , did several things and finally replace their modem which I rent from astound to provide the best internet speed which I paid for. Today they charge ****** which included a ***** charge to the service call. No way in the call was I informed I would be charge to fix their problem I was charge for them to provide internet speed that was slower I am currently paying for I was charge because their equipment was poor and not providing the internet speed that I am paying for So the short version, I am not receiving what I am paying and their poor equipment which the lease to me was not allowing me get the internet speed guaranteed , I got charge So if the give poor equipment and dont provide good speed they send a tech out to charge ***** to every customer Not a bad business model of fraud If the scam 100 period a day that **** a day **** a day is *****

  Business response

  05/31/2022

  05/24/2022  9:13 pm the technician visit fee was reversed. In order to test speed accurately, please visit speedtest.mygrande.net on a device with a direct Ethernet cord connection to the modem. We can not guarantee wireless speed as it can be affected by factors outside of our control. 
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Grande rebranded or was bought out. They failed to notify me. I have autopay and they started charging me $75 (3 months ) a month instead of the $40 I was paying . I reached out to them and the employee was really rude. I asked why they hadnt notified us and they stated they didnt need too send us notice . I was also billed for an installation fee incorrectly of $99 for fixing a modem they had placed in the wrong location.

  Business response

  05/11/2022

  An installation fee was reversed and a new promotion was applied that brings the monthly statement to $59.10 for 12 months, no contract. A new customer offer had already been taken advantage of 03/07/2020-03/06/2021 and pricing was in the second year of a three year, no contract pricing structure from 03/07/2021 through 03/06/2022. A notice of the price increase was sent out of the fourth page of the Statement Date: 02/06/2022 (attached) allowing the customer 30 days to make any necessary changes to their account and inquire about new promotions and packages. 
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Astound is over charging my **** each month. Im at $324 in just 30 days. This happens repeatedly. The associate at customer service alleges that Im not allowed to have cable unless I purchase at lease the 300 mbps speed. My research online says this is a lie. I only need 25 mbps so theyre charging me an unnecessary surplus charge of $90/month. This is fraudulent. I want it fixed. Thanks for your time.

  Business response

  04/21/2022

  Our streaming cable boxes are not compatible with lower speeds, as the boxes require a high speed internet service to stream cable property. Additionally, the regular monthly rate is $101.94 for 300mbps and limited cable service with equipment, estimated taxes and fees included. The current outstanding **** is $324.31 because $228.40 was due 03/29/2022 but we have not received a payment since 03/07/2022 in the amount of $470.15, although $674.72 was due 2/23/2022. Service was disconnected on Mon, Jan 31, 2022 for non-payment and restored Mon, Mar 7, 2022 after making a payment towards this past due balance. 
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4/6-contact support about slow speeds. Tech visit sched. on 4/7. 4/7-tech did not arrive. I contacted support around 15min before appt ended. Rep informed that appt slot was still in progress and techs still had time. I contact support again 30mins post time slot ends and rep ******* that appt had been cancelled & tech noted no response to confirmation call for arrival. My phone record indicates no calls were made. I asked what # was on file. They read me back my # but said there was another # on file and may have been called instead. The other # is no longer in *********** had requested removal from my acct back when I provided them w/ new #. Negligence. Rep scheduled appt for next day, 4/8. 4/8 onsite tech confirms internet issue due to weak signal & grounding work/ cable burial was needed. Tech installed long cable in backyard above ground & informed that someone would call later that day or on 4/9 to confirm next appt for burial. 4/8-4/14 no calls made and cable is still running across my yard hazardous for pets and kids.. I am not being compensated to store their equipment and am being forced to hold it on my property and am not allowed to remove it. 4/14-My camera records an individual w/ shovel attempting to enter my backyard while no one was home. I contact support and and am told that a contractor was sched to arrive at anytime on 4/14 and they didn't need to inform me because home entry is not required. The cable is in my backyard which is part of my home & locked from public. At this point I am alarmed & request cancellation of service. Unbeknownst to me, rep also cancels burial service leaving the installed cable in my yard. I call back same evening, request appt to deal w/ cable. Am told from 1-3p on 4/15 cable would be handled. 4/15 around 2:30pm I contact support, rep says slot was cancelled and rescheduled for all day appt. 4/15 @ 8:30pm I call back and am told no notes were made but another appt scheduled on 4/19 all day & again w/o informing me.

  Business response

  04/25/2022

  A disconnection of this account was requested 04/15/2022 and completed 04/18/2022. A line-drop burial order was scheduled and completed 04/22/2022 8A-9P
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was provided an adjustment that would allow my **** to be $107 each month. However, there were several times I was charged a higher rate and had to call in for an adjustment. This led to me asking for supervisor in which I spoke with *****. She apologized for the error and informed me since my account was handled improperly for so many charges that when the $107 rate ended in March of 2022, to call her back and she would extend due to my inconvenience. Upon calling, I was told by a ***** that they have done all they can do for me. I pointed out to her what ***** had said and that even after speaking with *****, I said Ill had billing errors that need adjustment. I want ***** to honor what she told me.

  Business response

  03/21/2022

  After speaking with ****************** 3/18/2022, we explained that we already applied new customer promotions to her account as a resolution to a Better Business Bureau complaint we received in March 2021. Additionally, we honored the rate she said she was quoted of $107.03 by applying manual credit adjustments monthly From March 2021 through March 2022.  Due to timing, as there is a small window of time between the due date and the date the next statement prints out, the credits we applied to the account were not reflected on the paper statment when it was printed but were reflected in ********************** online account.
  
  Below is a list of payments received between April 2021 and March 2022:
  
  03/10/2022 -83.09  
  02/07/2022 -107.03  
  01/07/2022 -130.97  
  12/08/2021 -107.03  
  11/08/2021 -107.03  
  10/08/2021 -107.03  
  09/07/2021 -107.03  
  08/07/2021 -72.26  
  07/08/2021 -141.86  
  06/07/2021 -129.84
  05/08/2021 -107.33  
  04/07/2021 -95.07
  
  When ****************** spoke with our executive resolution manager, ****** said that when the courtesy credits ended, ****************** could call back and we could offer her our best available pricing. It was never stated that we would extend the $107.03 agreement. The total amount of credit applied to her account over the last 12 months has been $1,140.58. Typically, we apply new customer promotions one time when customers sign up for service, but we had special permission to add new customer pricing to her account again. The new customer promotional offers for her service of expanded cable, the premium channels Starz, HBO, Showtime, and 600mbps before estimated taxes and fees for 6 months without contract is $100.47 before estimated taxes, fees and surcharges and $193.96 after estimated taxes, fees and surcharges, which are subject to change. We can not continue to provide the named services for $107.03 as that was not the agreement and the service discounts that have been provided for the last 12 months brought ********************** rate to a price below our cost.  At every step, we did what we told ****************** we would do.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am currently paying 70 dollars for 640 mbs for my internet provider however I am not even remotely close to that number I am only getting 30mbs. i have reached out numerous times and made a handful of appointments to get a tech to check my equipment and no one ever shows up at the scheduled time. I also experience multiple drops in connection and have never been helped for these problems

  Business response

  03/04/2022

  We have not scheduled a technician visit here since April 2021. Please test your speed for accuracy at http://speedtest.mygrande.net/ with a direct Ethernet cord connection between the modem and computer. We do not guarantee wireless speed, as it can be affected by factors outside of our control. To schedule a technician visit, please call us 24/7 at ****************

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Grande back on 1/21/22 because I'm in the process of buying a house and the finance company I'm working with informed me that there was an unresolved debt from this company that I need to address. So I called them and explained everything and I paid the debt off. I was promised a letter in **** business days. 3 weeks have passed and I haven't received a letter. I called again on 2/11/22 and was told that another one will be sent out. I called again today, 2/14/22 to check the status and requested an email. I was told they couldn't email it to me because it had to be written out and sent out which is difficult to do in email. I find this ridiculous. It doesn't take much to send an email to somebody. I need this paid in full letter to send to the finance company and the collection agency that's trying to collect on this so I can get this off my credit report. I want them to email it to me due to me waiting patiently for 4 weeks and got nothing in the mail from them.

  Business response

  02/18/2022

  A debt of $41.99 was paid 1/24/22.  2/14 ****************** was informed by a member of management that he would receive a letter stating the account has been paid within 5-7 days.
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been calling Grande Communicatuons since December 3rd as I have had internet issues since then and have been unable to work from home. We are going on two months now that I have lost wages. They keep saying they will call me back and they dont, they keep closing the file even though nothing has been done, and they refuse to resolve the issue or even call me back. They sent four technicians out the beginning of December and each technician said that its nothing a field tech can resolve and to call back and request a network engineer to submit a ticket, but they refuse to do that or contact me back at all.

  Business response

  01/27/2022

  1/25/22, we placed a Customer Satisfaction Adjustment of ***** total on Data. Additionally, a technician visit is scheduled for this evening (1/27) 5-7PM. There were two completed visits in December, on 12/9 and 12/10. While the issue appears to be a latency/speed issue for the customer, we can not guarantee wireless speed, as it can be affected by factors outside of our control, but they can visit https://www.speedtest.net/ on a device directly connected to the modem via Ethernet cord to test speed for accuracy. Please visit https://www.astound.com/support/internet/speed-test/ for tips on maximizing your speed. 
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Grande acquired ******* Systems and converted previous ******* customers to the Grande billing system in 3/21. I cancelled my TV service on 3/1. At that time my account was overpaid, however Grande separated the amount owed into 2 accounts. 1 account with a balance due and one with a balance owed. I have since terminated all services with Grande/*******. Now after 10 months, numerous calls, numerous case numbers and multiple phantom adjustments i still can not get the balance owed me returned.

  Business response

  01/20/2022

  We tried to call the customer but received a fast busy signal, also called ************ Per case ******* (contact number) and left a message. We reviewed the request for a refund with our financial serviced department, they zeroed out balance on this account, because it was credit that was issued to the ****, not a payment that customer made. Due to this no refund check would be issued.

  Customer response

  01/20/2022

  Complaint: 16446918
  
  I am rejecting this response because:
  Entouch originally split my account into 2 accounts one with a payment and one with aa amount due and one with a credit due. I paid the amount due and they now refuse to refund me the credit. After 10 months of bad business practices I am no longer a customer. This is just another example of Entouch/ grande treating their customers badly.
  
  *************************

  Business response

  01/27/2022

  We reviewed the request for refund with our financial service department. They zeroed out the balance on this account, however, because it was credit that was issued to the bill and not a payment that the customer made no refund check would be issued

  The last payment he made on this account was in March 1 2021 for $254.80, that would have covered bill prior to the conversion, all other credit issued was only to zero out balance, not to refund the customer. 

  Customer response

  02/03/2022

  Complaint: 16446918

  I reject the incorrect information that Grande is providing.  I originally called on 3/1/21 to cancel my cable service. On 3/11/21 received a bill in the amount of $254.42 for Entouch account 7507.  I again called on 3/11/21 to as the bill did not reflect the credit owed me for the period of cancellation. The following month Entouch sent two bills Account xxx70-01 which reflected the credit of $123.70 and account xx71-01 which showed a balance due of $73.69.  Every month since I have been receiving 2 statements. I called each month and was assured it would be fixed. Finally in 8/21 I had enough and cancelled my internet and phone service. At that time the xx71-01 account had a balance of $140.84 and the xx70-01 account had a credit of $123.70. In September I again called and thought I made progress on this issue as the xx70-01 account and the xx71-01 account were finally combined. The combination of the 2 account and the proration of the cancelation period resulted in a credit due me of $23.24. I continued to receive the credit due invoice until December, again each month calling to try to reach resolution. Finally in December Grande agreed to issue me a refund, which they subsequently welched on. 

  The credit balance due me of $23.24 was the result of my original overpayment on Entouch account 7507.  I have kept every invoice with dated notes and a list of case numbers assigned. 

  I was a customer of Entouch for 20 years and only left as a result of their poor ability to rectify their original error of splitting my original account into 2 separate accounts, which no one has ever been able to explain). I find it incredible that a service-oriented company would go to all this trouble to prevent returning amounts paid in good faith.

  I am owed a refund of $23.24 by Entouch/Grande.

   

  
  

  Business response

  02/10/2022

  Grande had zeroed out the balance on this account because it was credit that was issued to the bill and not a payment that customer made, due to this no refund check would be issued.
  The last payment received was March 1 2021 for 254.80, that would have covered bill prior to the conversion. If the customer had disconnected service at that time and we didn't stop billing, then all other credit applied was issued to zero out  the balance, not to refund the ******************. 

  Customer response

  02/11/2022

  Complaint: 16446918
  
  I am rejecting this response because:
  
  

  log complaint this is just another nonsensical response. It is obvious they did not follow up on the specific account numbers listed and another prime example of the poor service, which was the reason I no longer use them.

  
  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. ↩