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March 2024 by Brandi Priest
I was enrolled in the ACP program as of January the 9th 2024. I have a voicemail from a representative named Vickie, 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. Wouldn’t you know? The $30 discount hit my account the same day.Wait, what’s this? When I received my February invoice it indicated I’m being charged exactly $71.00 for phone equipment on 1/9/2024!!!!!!!!!!!!I’ve never had phone service!I called in and after much back and forth; 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.So after a ridiculous conversation with a manager by the name of Lisa who’s primary response was “uh-huh” to everything I said, I hung up the phone after a few expletives.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 I’m 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. As a matter of fact, I also told “uh-huh” this; that a technician returned to my house having forgotten such equipment once and his demeanor was such that it indicated to me that he would have either be in trouble or financially responsible for it had he forgotten it altogether.Number two - they (Astound/RCN) do not supply technician names, phone numbers, or email addresses at any part of the process. It’s virtually impossible for me to contact the technician as this information isn’t provided.Number three - this charge was NOT on my January invoiceNumber four - how convenient that they (Astound/RCN) decide they are missing equipment years after the fact and on the exact date that I’m enrolled in the ACP Program.Number five - I’m wondering what shenanigans they would have pulled had I opted for the free plan? They’re making $70 off me, well it’s actually supposed to be $40 which I haven’t seen yet.Number six - I’m apparently not the only customer they do this kind of thing to. The BBB is loaded with complaints too!Number seven - this company should have a class-action lawsuit filed against them for such practices!
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January 2024 by Bob Lopez
Internet doesn’t go out often but when it does you have to wait three to four days for it to come back up. We pay for the extra high speed which isn’t bad when it works. But that added to the company lying and making promises they don’t keep. I honestly think the worst thing a company can do, is be dishonest about their pricing. Do better.
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January 2024 by Jim Foxx
The technician was knowledgeable and professional. He took time to answer questions and make sure the information was clearly understood.
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December 2023 by Samantha Dattilio
They will continuously jack prices up and when you complain they will only drop it by 20 bucks. That's not significant when you look at the price hike itself. Did I mention they will not warn you when the price hike hits? I really can not wait to switch when a competitor comes out here. Spectrum and T-Mobile are looking really good at this point. Heck even my phones Hotspot is cheaper and that is sad. They also take advantage of the fact that they hold a monopoly over certain areas so keep that in mind please.
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December 2023 by Ron P.
Grande is horrible in our neighborhood always losing streaming. The Dallas game was a mess in our entire area as we have a Neighborhoid Facebook and all complained. Cannot wait to switch to Spectrum when in our area. Pathetic Grande!
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December 2023 by Erin Sandoval
I have not had phone service since Friday. Was told I would receive a SIM card in mail by yesterday. Emailed chat today and was told one had not been sent. Now another 2-3 days without service. Old number shows active but can not call out. Old service locked my phone. Won’t unlock because I don’t have correct security info. I bought a new phone. And will not get service till probably Saturday. Very unhappy. Daughters phone works great.
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November 2023 by Brandie Schlinsog
They offer new members low pricing for a year. What about the customers who've been loyal since they were Grande? Every year my price goes up. We switched to spectrum.
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November 2023 by test stream
Twice now I have taken the time to call to ask as to why my bill mysteriously went up - more than the highest plan listed on the webiste.Both times the call center agents lowered it back down, but if it was that simple, why was it raised at all?Other than that, service was fine.It's incredibly irritating and honestly demeaning to have this occur this in an economy where EVERYTHING has skyrocketed in price, for less.
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November 2023 by Cindy Matl
Horrible place for everything in electronic services. Cable, Internet and Email. Forget customer service too. You’re lucky to see anybody for two days after you complain about your service. And if you don’t watch your bill you will be charged for the repair of problems originating on their side that you have to correct. Don’t have a business that depends on this place as you will be out of business yourself from their poor service.
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November 2023 by Wendi Graham
We are military and have therefore lived in a lot of different areas. We have never paid so much for internet and had such horrible service. I work from home and the internet is out 1/2 the time. If we had any other option for internet we would most definitely switch. I check once a month to see if there are other options available and as soon as there is we will be switching. If you have an option I definitely wouldn’t pick Astound.
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October 2023 by Mercy McCord
I would not recommend. I continued reading negative reviews on how the prices would go up without notice and service would get interrupted all the time and I still gave them a chance. I started in February 2023 with a 2 year contract of 35 dollars and it’s only October 2023 and my bill is closed to 300 dollars. Now supposedly they can’t bring my bill back to 35 dollars but 78. I never upgraded and now I’m being told service has been upgraded??? When? How?! This is ridiculous. This is without my consent and it hasn’t even been a year and my service has gone up. I’m cancelling this if this is not fix. I should have paid attention to people’s review. My promotional period has not been over. I signed up for a 2 year promotional period.
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September 2023 by Kim Loucks
I have had Astound for three years..I only have cable. I called for technical help last night at 9pm. Waited 40 min to get help!!! This is unacceptable. They cant fix it so now I have to wait three days to get it fixed! The service has gone downhill!!! The cost has gone up.. Time to change
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August 2023 by Robert Rudnai
Price increasing after the introductory period was to be expected. What I didn't expect was to have another increase with no notice a few months later which doubled the introductory price. I called to cancel service and was told they would continue to bill for an additional 5 days.The only reason I left a second star was because I never had service issues.
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July 2023 by Felisha DuPaul
I have had a horrible experience and lost wages because I work from home being #1.Took 5 phone calls to customer service to get billing fixed and service reliably working.I have been at my service address 2 weeks and have been without internet 3 times between area outages and faulty equipment.Where I live, I do not have options for high-speed internet. Astound is the only provider here. I would change who I have service thru.
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July 2023 by Kyle Wolffe
I do not recommend. The customer service is a headache (not helpful). They constantly reschedule without notice, so you cannot plan accordingly. Astound, communicate to customers when appointments change. In addition, telling a customer that someone with be at your residence anytime between 8 am and 9 pm is as useless as can be. It’s 2023, please get a better scheduling system and take customer service advice from companies like Amazon. If you would like dependability, think twice about using Astound.
