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Business Profile

Internet Services

Astound Broadband

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/10/2024

    Type:Billing Issues
    Status:
    Resolved
    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 cancelled my account in September *******. I was sent a QR code for ***** for shipping my router back to the company. On 9-27-2024 I shipped the router back to the Astound via the ***** store at ****************************************************When I called ***** A in the business **** said it I don't have the receipt for the ***** shipping I'm screwed and will have to pay the bill. I don't have the receipt.Please note this important point. When I cancelled my account (call on ********. I was told that Astound will likely NOT mark my equipment as received and as a result will charge me for the router. The *** did say to keep the receipt because it will happen. unfortunately, I run an honest business and assume that other will also. So just before I received the bill for the router in 11-1-2024, i trashed the receipt. So it's Astounds company policy to profit from cancelled accounts by charging ex-customers for the returned equipment.

    Customer Answer

    Date: 01/19/2025

    Astound did contact me and researched that the equipment was shipped to them as they requested. So they cleared the charge. Thanks for helping with this. Before the complaint, they refused to check their return item shipping records. The BBB Complaint prompted them check and they found it. 

  • Initial Complaint

    Date:03/27/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 switched over from ******* to Astound Broadband. I was told that I could transfer over my ACP benefits over to Astound by providing my ACP application number which I did. I was given a reference number *******. They told me that they would apply my benefits to my new account. I called to check back on the status and they told me that they are not going to apply my ACP after first saying that they would. I contacted ACP and they said that it's up to the provider to apply the discount not them.

  • Initial Complaint

    Date:01/04/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ok. I have been using Astound *** internet and tv services for 1 year and 2 months
    The deal said 12 months locked in price for 940mbs at 49.64 per month equipment with tv, and Showtime, and The Movie Channel included, free install, and $200 gift card. It also says “free month”


    So I signed up. On the phone they wouldn’t even acknowledge the mailer this deal was printed on. I called maybe 3 days after receiving it! I fought with them for a week.
    I had to file a complaint here. And they finally gave me the complete package at a cost of $94.91/month. I did get the first bill of $6.99 for something so I guess it was free.
    But the price went up to 104.20 and went up to 107.30 and went up to 130.97 and now 144.18 and the service had been terrible. I contacted them so many times trying to get it working right. At one point my speed tests were 140mpd up and 15mps down. Currently its around 500mps not 940 but it’s adequate if only the DNS servers would function rightly. They lock up and cause apps to crash, or not even load. “And they can’t do anything about it because they lease server space they have no control over”.
    I switched to a public DNS provided by ****** and all the problems stopped.
    My biggest complaint is why did they not honor the deal? I never received the $200 visa gift card! And the prices were much higher than the deal promised. It was a bait and switch, with no informing!
    I asked if they can provide TV through another internet service, if I replace their bad internet. They said no, I have to get tv and internet together through them. So now I’m searching for a new service provider.
    I highly recommend staying away from ***. They’re worse than ********
    For the record. The deal said 49.64 for 1 gig internet plus tv and 2 premium channels, and free equipment for 12 months. That would equal around $600 for the year. I understand there would be some tacked on charges each month so maybe $750
    What I actually paid for the first 12 months was $1123.81!

Astound Broadband is NOT a BBB Accredited Business.

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