Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Astound Broadband powered by RCN

  650 College Rd E Ste 3100 Princeton, NJ 08540-6629

• 

  Astound Broadband by RCN

  28 West 23rd Street 11th Floor New York, NY 10010

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

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:01/28/2023

  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 am completing this for my elderly parent that has a physical disability (eyesight). The incident took place approximately 12/28/2022 with Astound/Grande Communications. . All services were out including phone service for five days. My parent had no way to contact 911 or call someone if they had an emergency. My parent had to walk to a neighbors house to call me about the issue. When I called Astound even for an emergency they said it would be five days for a tech. The actual Astound tech found an Astound contractor had unplugged the line in the alley which had places for two customers. However, there was three Astound customer lines so instead of adding a box for more customers they unplugged a line. My parent has been a Grande customer for 16 years and paid at least $25,000 in cable fees. I called after service had been restored and initially they were going to give a $10 credit. After further discussion I got an additional $10 off the bill. I then called back and received an additional $25 off. I then went to the *******, ** office and the lady at the desk was very rude and said her supervisor could not help me. She also said $45 was the best the company could do on credit. She said I needed to call the 800 # and request a floor supervisor. I called 1/20/23 for a floor supervisor and the rep said it would be ***** hours. I never received a call. We are not looking for a $2,000 credit, but a $75 or $100 credit is not much for being a 16 year customer. Very, Very poor customer service from the Midland rep and not having a return call. This was very upsetting b/c of my parents disability and age. Thank you.

  Business Response

  Date: 02/02/2023

  In addition to the $35 credit that has been applied to the account, service charges were credited for 12/31/2022 through 01/03/2023 which was the time we were notified of an issue and scheduled a technician visit until the time a technician came out. 

  Customer Answer

  Date: 02/16/2023

  
  Complaint: 18942901
  
  I am rejecting this response because:  We appreciate the small credit from the cable company for the outage, but would like to point out that my parents have been customers for 16 years and paid a minimum of $25,000 in cable fees to Grande/Astound.  We are not too concerned about the credit as much as we are that my elderly, disabled mother had no way to contact others during the outage.  She suffers from macular degeneration and has no cell phone.  *************** she was unable to contact anyone including 9-1-1 if there had been an emergency.  Astound commercials mention customer service, but this whole situation has been very time consuming and frustrating for us.  We would just like someone such as a regional manager or higher executive to review this situation and contact us about it.  Thank you.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/21/2023

  Our senior manager of operations has been notified to contact ****************** at the number provided in the BBB complaint. 

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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 began my service with RCN, now Astound Broadband in October of 2021 at the agreed upon rate of $59.99/month + applicable taxes.
  
  Almost immediately, on my December of 2021 statement, I began getting billed $74.99. This has been occurring up until today. From December of 2021 to today, November 2022, I have been billed an extra $15 each month, totaling $180 extra dollars. For December 2023 and January 2023, my bill was $89.99, $30 more than the agreed upon rate of, totaling an extra $60. Thus far, I have been overcharged $240.
  
  My first, bill for November of 2021 contains a $50 charge that I don't recognize, did not authorize and do not owe. My February 2022 bill has a $40 charge I do not recognize, did not authorize and do not owe. Other charges I do not recognize, did not authorize and do not owe are from the May 2022 bill for $50, June 2022 bill for $40, July 2022 bill for $35, September 2022 bill for $50, November 2022 bill for $50 and December 2022 bill for $40. This totals to $355 in extra charges that I never agreed to.
  
  All in all, I have been tricked and lied into overpaying for my internet service to the extent of almost $600!

  Business Response

  Date: 02/02/2023

  An introductory discount promotional offer was applied on 12/17/2020 and in December of 2021 and December of 2022 the rate went in to the second and third year rates as part of a three year-no contract pricing structure. The pricing is now $89.99/month before est taxes/fees for the 1Gig internet service. The statements have included late and restoral fees, as when the bill is not paid by the due date, the balance carries over and a late fee and any applicable restoral fees are applied to the statement as stated in the attached notice of suspension. 
  

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  No matter what Astound says, in the end, I was overcharged $595 over a two year period and they took advantage of my trust in them to only charge me what was agreed upon. It's just plain wrong to charge people more than they are expecting to pay and this has been happening for such a long time that I'm shocked I let it go this far. I don't think I've ever been lied to and deceived by a company before to this extent and you Astound should be ashamed of themselves.

   

  
  
  
  
  Regards,
  
  
  
  ******** ********** 

  Business Response

  Date: 02/14/2023

  The customer did not have a contract offer and the promotions had expired. Customers are responsible for reaching out to us in order to make any changes they feel are necessary to lower their bill

• Initial Complaint

  Date:01/24/2023

  Type:Billing 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.

  Astound Broadband powered by RCN started charging me for "Network Access and Maintenance Fee" without notification, and without an explanation as to what this charge is for. Their website explanation is this "A fee to defray costs associated with building and maintaining RCN’s fiber rich broadband network, as well as the costs of expanding network capacity to support the continued increase in customers’ average bandwidth consumption. This fee is not a government mandated tax or fee imposed on you by the government. This is a fee that RCN assesses and retains". Which is an unfair business practice, and charging more for data than what they promise. This month I'm being charged "Municipal PEG Access Fee". Their expanding is this "This fee is part of the OVS and Franchise agreement and is passed through to cable subscribers. The fee is to support Public, Educational, and Governmental facilities, equipment and services." I don't have cable, was never charged this before, and wasn't notified about being charged this fee, or an explanation for what the fee was for. This is unfair business practice.

  Business Response

  Date: 02/02/2023

  The fees charged are Network Access and Maintenance Fee 9.77, State and Local Sales Tax 0.91, and Municipal Construction Surcharge 1.50

  These are described as:

  Network Access and Maintenance Fee helps defray costs associated with building and maintaining Astound Broadband’s fiber rich symmetrical broadband network, as well as the costs of expanding network capacity to support the continued increase in customers’ average broadband consumption. The Network Access and Maintenance Fee is not imposed by the government and is subject to change. It is a fee that Astound Broadband assesses and retains. This fee is not a franchise fee, which is imposed by local franchising authorities (municipalities) as compensation for Astound Broadband’s use of the public right-of-ways or easements. This fee is also not a tax, which Astound Broadband collects on behalf of local, state, and federal governments.
  

  Municipal Construction Surcharge recovers a portion of the expenses RCN incurs from government mandated relocation of its facilities that are in the public rights-of-way to prevent interference with street repairs, public construction projects or other activities required for public health, safety or convenience. This fee is not a government mandated tax or fee imposed on you the government. This is a fee that RCN assesses and retains.

  ********************************************************************************

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No where on that statement does it say anything about Network Maintenence fees, and an explanation. I have been charged this since September 2022 with no warning I would be charged or an explanation about the charge. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** **** 

  Business Response

  Date: 02/14/2023

  The previously attached December statement explains the following:

  The Network Access and Maintenance Fee will increase by $2.80. This fee helps defray costs associated with building and
  maintaining Astound's fiber rich broadband network, as well as the costs of expanding network capacity to support the continued
  increase in customers' average broadband consumption

   

  Previous to this, the fee began to be charged 07/27/2022 when service was changed from WOW to Astound as a service change was requested to downgrade speed from 1Gig to 400mbps. Information about taxes and fees charged for services can be found on our website at ******************************************************
  

• Initial Complaint

  Date:01/19/2023

  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 am a former WOWWAY customer that ASTOUND took over. I received an email 12/7/2022 informing me that from that date forward, all emails (t* **********) would now be available at astound.net. Since that date, I have "lost" over 400 emails that I am aware moved to the new webmail site but have since "vanished" from my inbox. I currently have emails in my inbox that only go back to 12/17/2022 so any new emails I received (initially) on 12/7 are also now missing/deleted. I have contacted Astound at least 3 or 4 times for help in either recapturing these emails or finding out what happened to them after 12/7/2022. During my last call in January, 2023, I was informed that the emails were gone and not recoverable, and Astound could not tell me what happened to them. They informed me that they didn't know what happened and weren't able to identify reasons for this email loss.

  Business Response

  Date: 01/27/2023

  As part of the transition for customers with wowway.com email in IL/IN to Astound services, we are migrating these customers to Astound’s Email platform
  
  Customer email accounts are migrated to Astound's email platform from late November through December 2022, and customers continue to have access to their ********** inbox through March 1, 2023
  
  Customers would have received an email when their account is migrated
  
  All email sent to wowway.com email accounts automatically forwards to the new astound.net email accounts through March 1, 2023
  
  Starting March 1, 2023, existing Astound customers with wowway.com email address will no longer receive forwarded email, and customers won't be able to access their wowway.com email accounts
  
  The same password customers use today for their wowway.com email account is also used to login to their new astound.net email account
  
  Customer FAQs and the accompanying timeline are found online at **********************************

  We are unable to recover deleted emails. 

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I read the reply from Astound and found it to be a non-reply and not responding to my original complaint. I understand that during the transition period (as indicated) the previous ISP account emails would automatically be transferred to my new Astound.net email account. This transfer occurred on/about 12/7/2022. I then logged-in to the astound.net webmail site and was able to view all emails after that date. Sometime after that, emails began to disappear/drop off from that webmail site. One day, I had emails in my Inbox dated 12/15/2022 and the next day they were not there, and I DID NOT SELF-DELETE THESE EMAILS. In addition, approximately 400 emails were also transferred from the previous email account *******) to the Astound.net webmail site. Those emails also are no longer in my Inbox. I did not delete those either. At present, I do not have emails dating earlier than 12/17/2022. I "lost" emails from 12/7 to 12/17/2022. I contacted this company numerous times for assistance in locating these "lost" emails. They were helpful, up to a point. Finally, I was told the emails were gone and not recoverable, and Astound did not know what happened to them. I find it difficult to believe that Astound does not know what happened to these emails. I contacted the BBB for further assistance in resolving this dispute/complaint from me. The reply did not address my original complaint but simply stated information that I was already aware of. I would like Astound to explain to me what happened to these emails. I believe they should be able to figure out why emails disappeared from my inbox.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 02/14/2023

  Customer email accounts are migrated to Astound's email platform from late November through December 2022, and customers continue to have access to their ********** inbox through March 1, 2023
  
  Customers receive an email when their account is migrated
  
  All email sent to ********** email accounts automatically forwards to the new astound.net email accounts through March 1, 2023
  
  Starting March 1, 2023, existing Astound customers with ********** email address will no longer receive forwarded email, and customers won't be able to access their ********** email accounts
  
  The same password customers use today for their ********** email account is also used to login to their new astound.net email account
  
  Customer FAQs and the accompanying timeline are found online at **********************************

• Initial Complaint

  Date:01/18/2023

  Type:Billing 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.

  Last October my bill jumped $126 or so dollars. I called billing and as others found out Astound was not honoring former promotions but was offering they own promotion. I was told $149 for two years maintaining ALL the channels including premium channels that I was presently getting. I repeated what they said and they replied "Yes."A tech replaced my cable box (too long to give details). After he left, I tried to turn on Encore Western channel like I usually do. Error: I do not have a subscription to this channel. I called billing and was told I should be getting it. Another tech would come out tomorrow (another story too long to give details).After two hours at the house I was told the Western Channel was not included in my new package. Note the words "ALL channels" above. To include it would be another $18. With a frown, I agreed. The following day I called billing and was told my new bill would be near $179. Oops! $149 plus $18 equals $167. Why $179?I asked to speak to a supervisor (I'm still waiting for that call after several requests). I electronically emailed a payment for $180 to the ********** billing address but the next bill said they never got it. I called again and was told I would be getting credit for the 2nd tech visit and the late fee. My new bill would be $359.04 for the two months. This check was mailed to the ******************* on December, 2022. I began checked my bank to verify the check cleared. Just prior to my January bill I talked to ***** in billing who verified my payment. He said it was up to date. However my January bill did not agree with him. It was now $552. On the 10th of January, 2023, I called **** in billing who said my account was up to date and the bill should have read $193.14 ($44.14 higher than the original quote). Again I asked to talked to a supervisor. **** said she emailed my request to a supervisor. I'm still waiting on that phone call and wondering what my February bill will be.

  Business Response

  Date: 01/24/2023

  The Starz Encore channels are in our premiere total package which was added 11/15/2022. The change to the **** streaming equipment was made during a visit on 11/14/2022. We are sorry that you missed any content aired on this channel before it was added 11/15. Thank you for providing your valued feedback. 
  

  Customer Answer

  Date: 01/24/2023

  
  Complaint: 18830762
  
  I am rejecting this response because not receiving a particular channel was not the complaint.  Anyone who reads my complaint can readily see this response does not address the multiple issues in my compllaint such as price quote/end price, phone call request, billing statement inaccuracies.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/31/2023

  A bill for $316.66 due on 11/23/2022 was not paid until 12/09/2022 and this was only paid in the amount of $180.00. That payment was reversed, as the customer had placed a stop check request, so the $180 was reapplied to the account. A new bill printed out on 12/01/2022 for $513.60 due 12/23/2022. $359.04 was paid on 12/15/2022 by check and 01/01/2023 A bill for $552.18 printed out that was due 01/23/2023. We received a payment of $193.14 01/23/2023 by check and this left the account at a $0 balance, as we issued credit for the returned check charge, technician visit charge, and late fee. The monthly rate is $193.14 as new 12 month, no contract promotional offers were applied 11/14/2022 when the WOW promotional offers applied in October 2021, which we continued to honor, expired in October, 2022. 
  

• Initial Complaint

  Date:01/13/2023

  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.

  Astound came in and installed broadband at my parents' condo (Riverplace Condo in **********). After the installation was completed, the wifi on my dad's laptop stopped working. I called Astound back, they then sent in a couple 19 year-olds to come over and fix the issue. These 2 service reps spent some time there and couldn't find the issue, they blamed the original Astound installer for doing something on the laptop that they couldn't fix. And as a remediation, they connected my dad's laptop to a landline, with the wifi problem still not fixed, and then they left. So my dad (who's 88) is left with a non-working wifi on his laptop. Seeing this my mom is very upset because the laptop was working before. I then called Astound back, the customer rep this time told me they will have to charge me $88 to send people out again, when I questioned her on this as this is an issued caused by Astound why would I have to pay to get it fixed, she rudely reiterated that I would have to pay a service fee because the broadband has no issue. I then asked to speak to her supervisor hoping to get some sort of resolution, she said sure and then transferred me back to the main menu rather than an actual person.All I want is for my dad's laptop to work again, in normal circumstances a simple upgrade change shouldn't impact a working computer, but after the Astound installation it stopped working. My parents are senior citizens, there are lots of elderlies who live in their condo, not all of them will have family who will take the time to file a complaint. I just want to say, this type of service is not acceptable and extremely disappointing. If I have a choice, I would not go with Astound.

  Business Response

  Date: 01/20/2023

  I called and left a message with my direct call back number at ************** 1/20/23 at 10:18AM EST. When a modem is changed, typically the WiFi password and network name are changed. We would like to schedule a technician visit if assistance is still needed in order to help get the customer reconnected to their new modem/router. 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair 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.

  Became a customer of ********************** when they began servicing ******* ma and i switched from xfinity and when i switch was promised level of service and a price for 2 years at time that was the same offer xfinity had better price 2 year contract rcn get bought by Astound and billing issues but they where resolved by Astound because i was able to provide an RCN dated number sales order form #****** with the price 0f $****** and didnt have an issue untill previous bill which came was for ****** i called it was corrected no problem they even put in the notes customers payment will be ****** paided my bill then to my surprise shock newest latest bill arrives it is $192.00 massive increase for no service change called tried to resolve explained everything customer service even the ****** price was in the notes but that deal is done after polite ** explaining again there advice was just to cancel because that is the deal nothing else to do my daughter has a project for school where the internet is needed so i had to not cancel until wed 1/18/23 because that was the earliest i could get xfinity to come out terrible experience all i wanted was to stay with astound but not the case

  Business Response

  Date: 01/20/2023

  Promotions were renewed with a representative on 01/15/2023 and these are 12 month, no contract offers that bring the bill to an estimated monthly total of $142.32 including estimated taxes/surcharges and fees. There is a note indicating a monthly total of $135.05 was quoted, however that was for a different package as the speed tier was changed from 500mbps to 800mbps on 1/15. 
  

  Customer Answer

  Date: 01/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:01/13/2023

  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.

  We are current customers of RCN, Astound, we always pay our bill full and on time:
  Our TiVo DVR box it’s not working properly since Monday January 9 2023. We reported this to RCN by phone on Tuesday January 10, 2023. They scheduled a technician to come for Wednesday January 11, 2023. The technician came and changed the cable modem but this did not fix the issue and he said he was going to come back in a few minutes with another TiVo DVR box. This has not happened yet and it is Friday January 13, 2023. We have been with intermittent tv service since Monday January 9, 2023. We request this issue to be resolved as soon as possible and also we are requesting to deduct from our tv bill the days we have not been able to watch tv. The issue is that the broadcast gets paused or cut every time we try to watch something, pixelated images or no sound at all. We are requesting our TiVo DVR box to be replaced for a new one that works. Same type of box, no more and no less.

  Business Response

  Date: 01/20/2023

  A technician, Calvin came out 1/14. He swapped a 4k TiVo for t6 TiVo. He also swapped Pace Mini for Pace Mini. Note: No 4K's were available at that time due to poor test results. New TiVo boxes were installed 01/14/2023. 
  

  Business Response

  Date: 01/24/2023

  We have applied credit for service charges 1/9-1/13 

  HBO  -$1.94

  SIX TUNER  -$2.65

   MINI -$0.88

  155/15 MODEM SPEED  -$4.17

  DOCSIS 3 IN 1 MODEM RENT -$0.90

  UNLIMITED LONG DISTANCE -$0.20

  UNLIMITED LONG DISTANCE -$0.24

  UNLIMITED LOCAL PLAN -$2.83

  Customer Answer

  Date: 01/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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

  Date:01/12/2023

  Type:Billing 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.

  This company has continually sent me an incorrect bill, I'm guessing they hope I do not look at the bill. I called two months ago to question my bill they told me they took a price increase and gave me a 12 month discount to offset that increase. I was assured that my bill would not increase (with the exception of taxes which they had o control over). Two month later I get a bill for an additional $25 off my last months bill which was correct. This company has abusive billing practices and I am tired of "babysitting" my bill having to call to ask WHY. About four times per year, I have to call them to challenge my bill. Can I get reimbursed for my time? this needs to STOP!

  Business Response

  Date: 01/20/2023

  I spoke with ****************, and he said that the representative he spoke with agreed that the billing was wrong on 1/12 and informed him that someone would call him back to discuss the billing the following day. No one ever called the customer, however, we have escalated this matter to our customer service management team for the call to be reviewed and so that we can honor what was quoted to the customer during the call. I have asked our management team to reach out to ****************. He asked questions about internet only service and disconnecting. 

  Customer Answer

  Date: 01/21/2023

  
  Complaint: 18806032
  
  I am rejecting this response because:this is a very easy problem to resolve. They claim they have a recoding of the conversation, listen to it and do whats right. ******* called me during the work day when I was busy just leaving a message that they wanted to talk. Just resolve the problem! A representative of the company offered a resolution, HONOR IT!! Its really thy simple. Im not ask f for any more or less than what I was offered on January 12th!! The message Im looking for is that I am getting what was offered to me. THATS IT!

  since ASTOUND took over, its been the same thing. Price increase then a call, price adjustment. This needs to stop. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/24/2023

  ***, Jan 20, 10:40 AM a member of management tried to call but the customer did not answer, so she left a message. She called again Fri, Jan 20, 12:35 PM and will try calling again today to speak with the customer. 

• Initial Complaint

  Date:01/11/2023

  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 terminated service on 11/4/22. After service was terminated I received a bill for service beginning 11/5/22. On 11/7/22 I called Astound and talked to Jenaia to resolve the issue. She confirmed the bill was for service for the month of November 2022. She confirmed the bill was a mistake and told me to disregard the bill. Astound is now claiming the bill was for October 2022. This is not what the original bill said. This is not what they told me on 11/7/22.

  Business Response

  Date: 01/17/2023

  The bill for 151.64 due 11/04/2022 was for service 10/07/2022 through 11/06/2022 but service was disconnected on 11/4/2022, so the bill was prorated to $136.48 which is still outstanding.