Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a two-year ************************ in Sept. 2024 and was promised a $100 Amazon gift certificate. I did not receive, contacted Astound, and they said to watch for an email to my account from **********************. When it did not arrive, I contacted them again and they said to contact BBB. I have attached a copy of service installation agreement with all information and would appreciate receiving the $100 gift certificate from Mpell. Thank you.

  

  Business Response

  Date: 06/30/2025

  Mpell Solutions is the fulfillment partner responsible for issuing promotional gift cards on behalf of *****************. We rely entirely on ******* to provide us with qualified customer data. ********************** does not have access to their systems and cannot verify customer eligibility independently.
  To qualify for a gift card, customers must meet specific requirements, such as enrolling with a valid promotion code before installation and maintaining service for at least 90 days. Mpell cannot confirm whether these conditions were met unless ******* submits the customers information to us.
  At the time this complaint was submitted, we had not received any data from ******* authorizing fulfillment for this individual. Additionally, the customer had not reached out to ********************** directly via our support channels, which are the appropriate first step for resolving questions related to gift card delivery.
  That said, we have now created a record for ******* and sent the $100 digital gift card email to *************************** The email is titled:
  "Your Astound Broadband $100 Gift Card is ready to be sent! Choose your gift card."
  We ask that she check both her inbox and spam/junk folders.
  We trust that ******* will review why this customers eligibility was not confirmed and processed sooner. Going forward, we encourage customers to contact ********************** directly for any gift card-related issues before escalating through third parties.
  Mpell Solutions *************************start="1818" data-end="1821"> Phone: **************
  Email: ********************************************************************
  Hours: MonFri, 9 AM5 PM PST
  
  
  
  

  Customer Answer

  Date: 07/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:06/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was suppose to receive a $200 gift card from ******* for opening up an account with them. Astound says Mpell is suppose to send me a letter/ email with instructions on how to obtain the gift card, but I have not received anything yet.? Where is my gift card?

  

  Business Response

  Date: 06/16/2025

  Thank you for reaching out, and we apologize for the delay in receiving your $200 gift card.
  Weve looked into your case and found that your account was set up through one of Astounds third-party partners. While they noted Gift Card in the order, they did not enter the promo code in the correct place within Astounds system. As a result, your reward information was not transmitted to Mpell at the appropriate time.
  Weve contacted Astound on your behalf, and they have approved your $200 gift card offer and we can now email it to you. Weve now manually added your information into our system.
  You will receive an email shortly with the subject:
  Your Astound Broadband $200 Gift Card is ready to be sent! Choose your gift card.
  It will be sent to ********************* please check your inbox and spam/junk folder.
  If you have any questions, feel free to reach out to Mpell Customer Support at ************** or ******************************************* MondayFriday, 9 AM5 PM PST.
  Sincerely,
  Mpell Support Team

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is **** **** and I've been enrolled with astound internet service since February 5th of 2025, and was told in all the promo stuff and by the installer that I would receive a $100 dollar amazon gift card after staying with the service for 90 days with good standing and, as far as I know, I qualify for all of these, and I'm wondering on the status of this as I was told to contact Mpell over this.Thank you so much I attached an email of the installation day and the promo statement at the bottom

  

  Business Response

  Date: 06/09/2025

  Dear Mr. ************** you for your email, and we hope you're enjoying your Astound internet service.
  We appreciate you reaching out regarding the $100 Amazon gift card promotion. As the fulfillment partner for this offer, Mpell Solutions is happy to assist you.
  To help us locate and review your eligibility and status, please contact our Customer Support team directly using the information below:
  Mpell Solutions *************************start="631" data-end="634">Phone: **************
  Email: ********************************************************************
  Hours: MondayFriday, 9:00 AM to 5:00 PM PST
  Our team will be glad to assist you with any questions related to the promotion and provide updates on your gift card status.
  We look forward to assisting you soon.
  Warm regards,
  Mpell Solutions Customer Support Team

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with ******* Broadband in January and was promised two $100 Amazon gift card which is fulfilled through Mpell. However, it has been over 5 months and I still have not received the two promised gift card (only one). I have contacted Astound numerous times and they've also filed a complaint with Mpell about this issue well over a month ago and the problem still has not been resolved. I am completely frustrated on why no one seems to have an answer for why this is being delayed. Had I known how unprofessional both companies would be, I would have found another place to take my business.

  

  Business Response

  Date: 06/06/2025

  Thank you for bringing this matter to our attention.
  To clarify, Mr. ******** ***** is a customer of Astound Broadband, not ******************** directly. Mpell fulfills promotional gift card requests on behalf of ******* once we receive the necessary qualification details from them.
  According to our records, we have only received one request from Astound for Mr. ****** which was successfully processed and fulfilled. We have not received a second request for an additional card, nor have we been contacted by Mr. ***** directly via phone or email regarding a missing second card.
  We understand the frustration expressed, but we kindly note that all of our contact information was provided with the initial gift card delivery. We would have been happy to investigate this matter sooner had Mr. ***** reached out to us directly before filing a public complaint.
  Regardless, we will now reach out to our client, Astound Broadband, to verify the status of the second gift card request and determine whether a second submission should have been made. Once we receive clarity from ******** we will follow up with Mr. ***** at the email address provided and aim to resolve the issue promptly.
  In the meantime, Mr. ***** may also contact Mpell Solutions Customer Support directly at:
  Phone: **************
  Hours: 9:00 AM 5:00 PM PST, Monday through Friday
  We appreciate your patience and expect to provide an update within 2448 hours.
  Sincerely,
  Mpell Solutions Support Team

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled for ******* wifi on March 6 - 2025. I was promised a gift card worth 250 dollars after 3 billing cycles (3 months). I was told that mpell solutions is the gift card fulfillment partner for *******. After repeated attempts to contact mpell solutions, I could not get in touch with them.Thus I am raising this complaint to receive my gift card.

  

  Business Response

  Date: 06/05/2025

  Dear ****,
  Thank you for reaching out regarding your $250 gift card offer through Astound Broadband.
  As outlined in the promotion, customers become eligible for the gift card after maintaining an account in good standing for 90 days. The gift card is then processed and sent between days 90 and 120 following installation.
  Based on your installation date of March 6, 2025, you just became eligible yesterday as of June 4, 2025. We understand your excitement about receiving the reward, though your inquiry was made just ahead of the standard qualification timeline.
  That said, weve gone ahead and contacted Astound on your behalf to expedite the process. While their system has not yet updated your status as fully qualified, weve taken the initiative to approve your gift card early in anticipation.
  You should receive confirmation emails at ************************** shortly. If you have any further questions, feel free to contact Mpell Solutions Customer Support at **************.
  Thank you for your patience and for being an Astound customer.
  Sincerely,
  Mpell Solutions Customer Support

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is ***** ****** and I've been enrolled with ******* on their fiber internet since September of 2024, and was told in all the promo stuff and by the installer that I would receive a $100 dollar amazon gift card after staying with the service for 90 days with good standing and, as far as I know, I qualify for all of these, and I'm wondering on the status of this as I was told to contact Mpell over this.Thank you so much

  

  Business Response

  Date: 05/01/2025

  Hello *****,
  We wanted to inform you that Mpell had not yet received your information from *******, which prevented us from processing your $100 reward offer. It appears there was an issue that resulted in your qualification details not being transmitted at the appropriate time.
  However, we trust that you met the eligibility requirements, and as a result, we have manually added your information to our system for the $100 gift card promotion. You will soon receive an email from our automated system with the subject line:
  Your Astound Broadband $100 Gift Card is ready to be sent! Choose your gift card.
  It will be sent to *************************** Please check your spam or junk folder just in case.
  Weve also notified Astound and forwarded your BBB message to ensure theyre aware of the issue and that we have taken steps to ensure your reward is fulfilled accordingly.
  If you have any questions, feel free to contact Mpell Customer Support at ************** or ******************************************* MondayFriday, 9 AM5 PM PST.
  Mpell Support

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account on ******* Broadband in August, and I was promised a $100 Amazon gift card through Mpeel. However, after over 4 months, I still haven't received the promised gift card. I've reached out to ******* several times, and they've also complained to Mpeel about this for over a month, but it still hasn't been resolved. It's completely frustrating that no one seems to know the answer to why this is being delayed. Where can I solve this? I don't know why both companies avoid this.

  

  Business Response

  Date: 02/04/2025

  It is the sole responsibility of our client, *******, to send customer data to **********************. We do not have access into their systems to see who is qualified for any given promotion. Customers must meet specific criteria to qualify for gift cards, including having signed up using a promotion code before installation and maintaining service for at least 90 days. Mpell has no visibility into whether the promotion code was properly applied or when a customer signed up. As of now, we have not received this customers information, which indicates that ******* has not yet authorized Mpell to proceed with sending the gift card. Additionally, this customer could have reached out to ********************** directly via our customer service email or phone call. Neither of which was done. Filing a complaint with the BBB was unnecessary. Mpell was never contacted by this customer for help. To resolve this matter, we have created *** in our system and a $100 Amazon GC has now been processed. The gift card email has been sent, and I ask that they check both their inbox and spam/junk folder for an email from Mpell, titled: "Your $100 Amazon Gift Card from Astound Broadband is here!". Sent to ****************** Please ensure that this complaint is resolved at your end, and I trust that ******* will address why this customer was not qualified for the gift card sooner. Please close this case as this customer was just sent their $100 Amazon gift card as good faith that they qualify even though our client has not approved them yet. - Mpell Support

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with Astound Broadband in July and was promised an $100 Amazon gift card which is fulfilled through Mpell. However, it has been over 5 months and I still have not received the promised gift card. I have contacted Astound numerous times and theyve also filed a complaint with Mpell about this issue well over a month ago and the problem still has not been resolved. I am completely frustrated on why no one seems to have an answer for why this is being delayed. Had I known how unprofessional both companies would be, I would have found another place to take my business.

  

  Business Response

  Date: 12/05/2024

  I am writing to clarify that this customers complaint should be directed to Astound Broadband, not to Mpell. Mpell operates solely on behalf of *****************, and not directly with their customers. Mpell does not have access to customer information or eligibility for gift cards until ******* provides the necessary details. We are not privy to customer data prior to the initiation of the gift card distribution process. Customers must meet specific criteria to qualify for gift cards, including having signed up using a promotion code before installation and maintaining service for at least 90 days. Mpell has no visibility into whether the promotion code was properly applied or when a customer signed up. Only once ******* alerts us of your qualification is when we reach out letting you know its ready. 

  As of now, we have not received this customers information, which indicates that ******* has not yet authorized Mpell to proceed with sending the gift card. Additionally, this customer could have reached out directly to Mpells customer service, either via our phone line or email, to inquire about expediting the gift card process. Instead, filing a complaint with the BBB was unnecessary. Mpell was never contacted.
  To resolve this matter efficiently, we have created Teranysha in our system and the $100 Amazon GC has now been processed. The gift card email has been sent, and I ask that they check both their inbox and spam/junk folder for an email from Mpell, titled: "Your $100 Amazon Gift Card from Astound Broadband is here!". Sent to *****************************
  Please ensure that this complaint is resolved at your end, and I trust that ******* will address why this customer was not qualified for the gift card sooner.
  Thank you for your attention to this matter. Please close this case as this customer was just sent their $100 Amazon gift card as good faith that they qualify even though our client has not approved them yet. 
  Mpell Support
  
  
  

• Initial Complaint

  Date:11/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service with astound 6/2024 with the promise of an Amazon gift card. I have contacted astound multiple times just to be told Mpell is responsible for sending out the cards I have to wait to hear from them. Its been almost 6 months and I havent had any contact. I wouldve never signed up as a new customer had I know I wasnt receiving this large gift card.

  

  Business Response

  Date: 11/25/2024

  Hello ******,
  I am writing to clarify that this customers complaint should be directed to Astound Broadband, not to Mpell. Mpell operates solely on behalf of *****************, and not directly with their customers.
  ********************** does not have access to customer information or eligibility for gift cards until ******* provides the necessary details. We are not privy to customer data prior to the initiation of the gift card distribution process. Customers must meet specific criteria to qualify for gift cards, including having signed up using a promotion code before installation and maintaining service for at least 90 days. Mpell has no visibility into whether the promotion code was properly applied or when a customer signed up. Only once Astound alerts us of your qualification is when we reach out letting you know its ready. 
  As of now, we have not received this customers information, which indicates that ******* has not yet authorized Mpell to proceed with sending the gift card. Additionally, this customer could have reached out directly to Mpells customer service, either via our phone line or email, to inquire about expediting the gift card process. Instead, filing a complaint with the Better Business Bureau was unnecessary.
  To resolve this matter efficiently, we have created ****** ******* in our system and the $100 Amazon gift card has now been processed. The gift card email has been sent to ******, and I ask that they check both their inbox and spam/junk folder for an email from Mpell, titled: "Your $100 Amazon Gift Card from Astound Broadband is here!"
  Please ensure that this complaint is resolved at your end, and I trust that ******* will address why this customer was not qualified for the gift card sooner.
  Thank you for your attention to this matter. Please close this case as this customer was just sent their $100 Amazon gift card as good faith that they qualify even though our client has not approved them yet. 
  Thank you,
  Mpell Support
  
  

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have astound account since September 1st, 2023. I was told I will receive a gift card of $300 once I maintain my account in good standing for 3 months. I have contacted customer support more than 6 times since December 2023, and they have given me the run around but not provided a solution. They keep saying it will be resolved in 3-5 business days every time I contact them. It has been 7 months without a resolution.

  

  Business Response

  Date: 03/15/2024

  Mpell works for our client Astound Broadband. They dictate who gets a gift card per their promotion rules. Mpell has zero knowledge of Astounds gift card qualifiers until the customers name is sent over by *******. This customer's name and info for their gift card was not sent over yet, so Mpell had zero knowledge of their wait time or qualification.  We have already emailed Astound and got a manual approval to ship out a $300 **** gift card for this customer. This complaint is now resolved. *****************
  *******************************************************
  Daytime Phone: **************
  E-mail: *****************
  has been created into our database and a $300 **** gift card is approved. Card will be ordered within ***** hours and card will deliver within 2-4 weeks. Most likely in about 12 business days. We have emailed the customer as well and let them know the good news. Had they reached out to Mpell customer service before, we could have handled this for them months ago. But this is resolved now and we would apricate you closing this matter. This should have never gotten to this point.  Thank you, Mpell Support