Customer ReviewsforAstound Broadband powered by Grande

I am a senior with poor eye sight. I received a flyer from Astound, There was a promotion. So I placed an order on line.I found out there was an installation fee charge over $79. According to the promotion: the installation supposed to be free. So I chat with an agent. She told me that I needed enter promotion code. I am a ************** with poor vision ,I couldn't find it anywhere. So I told the agent to cancel the deal and when I found out the promotion code,I will resubmit my order. I found out the code later. I tried to resubmit the order but I was rejected . What a rude, arrogant attitude Astound has. Consumers watch out.

Hello, Lan. Thank you for reaching out to Astound Broadband. It's true that certain offers are only available online and can be redeemed when entering a coupon code a checkout. We certainly don't want to lose you as a customer and would like to opportunity to review your account once more. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for your interest in Astound! -******

Well, if I could give them a zero I would. Once Astound has taken over the service has been horrible. Recently there was a price increase and seems no one knew anything about it. I have tried to call sales, billing to make adjustments to my account to no avail. I was one of the first customers Entouch had in my area. They were great! I had problems with my wifi a I got a 79 dollar service charge after the tech left the service call. At no time did Astound mention ANYTHING about a service charge. When I called, they offered another in house service for 5 bucks a month. For now, it's either them or ATT for service in my area but I can assure you neither will be in my house moving forward. VERY shady business. I plan on reviewing with my attorney on the non-disclosure of charges for future litigation.

Hello, *****! Thank you for sharing your recent experience with Astound Broadband. One of our top priorities is to offer our customers ******************. I understand you have some billing concerns, and I'd be glad to look into this for you. Please email me at ********************** with "Attn ******" in the subject so I can better assist you. Please include your full address as well as a link to or screenshot of your review in the email. Thank you for the time you spent with the Astound service family. -******

Formerly known for customer service as ********************** when it was local to central *****, it is now a TERRIBLE PLACE owned by a far-away conglomerate/parent company. 1 star is too high. I was a customer for 8 of *************************** a different city. Used to be great! I spent 2 weeks trying to cancel my account. I was moving to ****** Fiber because Astound was totally unreliable internet and I work from home. I was stuck in an endless automated phone loop where it continually hung up on me every time I tried to get a human to help or tried to cancel over. The website didn't allow me to do what I needed to do... I am technically savvy and I was stopped at every turn by "error" or "higher than normal call volume" at 3pm and 3am, etc. I finally found a number online after tons of searching and the young man helping me was doing his best but had system errors and complications. He told me my account was canceled and we removed my autopay. He said I was good to go. I was just sent to a collections agency because they billed me ONE MORE MONTH after cancelation. I have not received email bills as I signed up for. Apparently that **** was due 10/30/23 and it was ALREADY sent to collections within 7 days. What a huge inconvenience after years of loyalty and good service ruined by some far away ownership. STAY AWAY FROM ASTOUND. They use the Grande name but it is meaningless.

Hello, and thank you for sharing your recent experience with Astound. I'm sad to hear that you chose to disconnect service due to connection issues. I would have loved to have made sure that your concerns were properly escalated to our technical operations management so we could resolve your issues. We would still be glad to review your account and assist you with your billing concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your full address and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******

The customer service lady hung up on me after I requested that she email me a copy of the label to return the equipment

Hello, *****. Thank you for sharing your recent experience with Astound Broadband. Providing stellar customer care is of the highest importance to us. It sounds like there may have been some techinical difficulties that caused your call to drop, and we apologize for the inconvenience. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your full address as well as a link to or screenshot of your review in the email. Thank you for being a valued Astound customer! -******

I would give less than a star!Horrible! Ive had service for 5 days and its only worked properly for 3 nights. I called the person in charge of after hours. Left a message and no response EVER.The weekend it didnt work unless I unplugged everything etc and rebooted. Then it would work for 5 min. I just gave up. First time I called customer service the phone call was cutting in and out with representative. I could not hear her. I explained that I couldnt hear her. She didnt offer to try calling me back to see if it would fix bad phone connection. The representative was very rude, didnt listen and talked over me that it turned into an argument. I asked politely if she could stop talking over me and she kept doing it and going back and forth. I was asking her what I would be responsible for if I switched to another provider. She told me its my prerogative. No I wanted to know what I would be billed. She was not helpful at all. I asked to talk to supervisor and rep came with an excuse why I couldnt talk to supervisor . This is a horrible company all the way around. Im now scheduled in 2 days for a technician to come out. Im going to cancel service with them. Not a good experience at all!

Hello, *****! Thank you for reviewing your recent experience with Astound Broadband. Our goals are to provide affordable, reliable service and the very best customer care. We'd hate to lose you as a customer! I'd be glad to review your account and determine the best way to resolve your concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your full address as well as a link to or screenshot of your review in the email. Thank you for being a valued Astound customer! -******

I would give less than one star if possible. My daughter, student at ****, transferred her service form her first apartment to her new apartment. She just received her first bill and it was over $438 when her bill at her prior apartment was $45/ mo. When we called the representative that the new apartment complex provided she simply stated she was just a middle man and doesn't know anything about billing rates and fees and then hung up on us! When we spoke to customer service they said $70.00 of bill was late fee for not paying her July bill on time - due July 25th however her service was not ever turned on until July 21st, so she wouldn't have even received a bill for July much less be charged for a whole month. Then they said that **** is just for this one month, and her normal bill would be $96.49 but they could not provide an explanation as to why she received this bill for 4 times that amount. All they would say is her first apartment was group billed and now she is individual billed. However, again numbers don't add up if that $400+ bill is only for 1 month then goes down to under $100/no. Couldn't explain why she was being billed for two internet plans and 2 cable plans simultaneously except to say that's just the way they do things. Unacceptable treatment of customer. Not only will dispute bill but HIGHLY recommend no one else ever sign up for their services

Hello, *********** Thank you for reaching out to Astound Broadband. We want to ensure that you and your family are fully satisfied and would be glad to assist you with your billing concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your full address as well as a link to or screenshot of your review in the email. Thank you for being a valued Astound customer! -******

Do Not Trust Astound/Grande They dont honor their own instructions. I discontinued my service with them because their service cost was becoming outrageous. I was given instructions by an email on how to return the equipment, which I followed. I delivered the equipment to their equipment return collection box at their main office in **** on **************. Only to discover that they dont honor their own policies and I was billed for the equipment anyway. And then they didnt inform me but I found out from a collection agency.

Hello, ******! Thank you for sharing your recent experience with Astound Broadband. We strive to provide a variety of affordable packages to choose from. I'm sad to hear that you chose to disconnect service. I would have loved the opportunity to personally ensure that you were getting service that is the best value for your needs. I understand you have some concerns regarding your equipment return, and I would be glad to assist you with that. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for the time that you spent with the Astound service family! -******

Hello, ******! Thank you for sharing your recent experience with Astound Broadband. We strive to provide a variety of affordable packages to choose from. I'm sad to hear that you chose to disconnect service. I would have loved the opportunity to personally ensure that you were getting service that is the best value for your needs. I understand you have some concerns regarding your equipment return, and I would be glad to assist you with that. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for the time that you spent with the Astound service family! -******

This is the most unreliable internet. It has gone down multiple times. Many times for multiple days. Then when you call support they make you troubleshoot for 30 minutes. Then miraculously they are like oh you are in an outage area. So horrible internet incompetent customer service.

Hello, ****. Thank you for reviewing your recent experience with Astound Broadband. I'm sad to see that you aren't happy with your service. I'd be glad to review your account and determine the best way to resolve your technical concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your full address as well as a link to or screenshot of your review in the email. Thank you for being a valued Astound customer! -******

When I first moved into this house I was the only person that Grande head on the grid For my neighborhood.. The last 4 and a 1/2 years I've been absolute hell with this company. I have been paying for 1 GB speeds ever since it was available approximately 2 years ago and the speeds I am getting to my router in. My house is 400 Mb down. This issue has been going ever since I have moved into this house. No one can fix it. I continually get rescheduled. The technicians Andy customer service representatives on the telephone continually.cancel my appointment Only for me to find out about the change in an email. The download speeds and internet speeds that I have encountered over the last 5 weeks. This time has been 4 separate service texts 3 separate supervisor field service. Texts and all of their subordinates cannot fix this problem. I'm beginning to think that they don't care and it may be. I need to switch to a different internet? Service. Provider? Whatever? You do stay away from astounded? Broadband powered. By Grande I stay with them only because the other major companies. **** even worse.

Hello, and thank you for reviewing your recent experience with Astound Broadband. We strive to provide affordable, reliable service and the highest level of customer care. I'd be glad to review your account and determine the best way to resolve these concerns. Please email me at [email protected] with "Attn Jackie" in the subject so I can better assist you. Thank you for being a valued Astound customer! -Jackie

Raised my bill by $15. Called them to ask what was going on. They said they notified me on page 5 (of 6) on my e-bill... *** legally, just crappy way of doing business. I'm looking for internet elsewhere now.

*******************! Thank you for sharing your recent experience with Astound Broadband. Two of our goals are to offer a variety of affordable packages to choose from, as well as top of the line customer care. We'd hate to lose you as a customer. I'd be glad to review your account and assist you with your billing concerns. Please email me at ********************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a part of the Astound service family! -******