Business Profile

Cable TVs

Astound Broadband powered by Wave

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Complaints

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

Customer Complaints Summary

210 total complaints in the last 3 years.
74 complaints closed in the last 12 months.

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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:10/03/2023
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 raised my bill from $66 to $85 randomly without my consent, and then charged me $200 for a month. I paid the bill because I was scared of it going to collections.
Business Response
Date: 10/04/2023
Page 4 of the statement dated 06/13/2023 (attached) informed the customer with 30 days notice of an increase to the monthly rate as a 12 month, no contract, promotional offer was applied 07/15/2022 valid through 07/15/2023. We also inform all customers on page 2 of the statement each month that if at any time your check or automatic credit card payment is rejected or returned, Astound Broadband will consider this a denied payment. You will be charged a $10 denied payment fee, in addition to any late fees incurred as a result of the denied payment and all other amounts owed to Astound Broadband. The payment owed 09/07/2023 was denied through an automatic payment, making the 81.46 balance for service charges 8/16-9/15/2023 past due and a $10 autopay denial fee and $15 late fee were applied to the statement dated 9/13/2023 (attached) in addition to the service charges that were unpaid 8/16-9/15/2023 and the service charges for dates: 09/16 - 10/15/2023.
Customer Answer
Date: 10/30/2023
Hello,

Thanks for your kind help here. I am emailing in response to my case, and I apologize for missing the 7-day window. My response is as follows in red to the business' response.

Page 4 of the statement dated 06/13/2023 (attached) informed the customer with 30 days notice of an increase to the monthly rate as a 12 month, no contract, promotional offer was applied 07/15/2022 valid through 07/15/2023. I initially requested this service for a 12-month duration, with no intention of extending it beyond that period, and I had specifically requested its cancellation after the initial 12 months. However, the business erroneously continued providing the service

We also inform all customers on page 2 of the statement each month that if at any time your check or automatic credit card payment is rejected or returned, Astound Broadband will consider this a denied payment. You will be charged a $10 denied payment fee, in addition to any late fees incurred as a result of the denied payment and all other amounts owed to Astound Broadband. The payment owed 09/07/2023 was denied through an automatic payment, making the 81.46 balance for service charges 8/16-9/15/2023 past due and a $10 autopay denial fee and $15 late fee were applied to the statement dated 9/13/2023 (attached) in addition to the service charges that were unpaid 8/16-9/15/2023 and the service charges for dates: 09/16 - 10/15/2023. First, I was charged significantly more than the $10 and $15 described here (I was charged $120 more) and secondly, the payment was not denied. I cancelled the service, therefore there was no reason for payment.

Thank you,
Business Response
Date: 11/03/2023
Customers are responsible for reaching out to us in order to request a service disconnection. Equipment was not returned until 09/27/2023. When the automatic payment of 09/07/2023 ****** was rejected, the $81.46 that was owed was added to the statement dated 09/13/2023 (Attached) In October, -200.69 was paid but then the card holder disputed the payment. The customer must make a payment for the $213.17 owed using a different method of payment.
Customer Answer
Date: 11/05/2023
In response to what RCN said,

"Customers are responsible for reaching out to us in order to request a service disconnection. Equipment was not returned until 09/27/2023." I made multiple calls to RCN the week of September 18th and asked them to disconnect the service, which they agreed to do after October 6th. Therefore, my last bill would be the bill attached here titled "RCN September Statement - ***************************." Furthermore, I was asked to return the equipment via ***** where RCN sent me a shipping label before before 10/03, as the attachment below shows. Therefore, I returned the equipment and requested cancellation on time.

"When the automatic payment of 09/07/2023 ****** was rejected, the $81.46 that was owed was added to the statement dated 09/13/2023 (Attached) In October, -200.69 was paid but then the card holder disputed the payment. The customer must make a payment for the $213.17 owed using a different method of payment." As stated in the previous email, I am being charged beyond when I cancelled for and therefore, my credit card denied the payment as I relayed to RCN. RCN has tacked on an additional $700 of charges to my account as the screenshot below shows and the attached October statements will demonstrate as well, under the auspices of (1) continued service when I have confirmation I cancelled via the ***** label that RCN sent me and (2) these late fees that do not apply as I had cancelled the service. Therefore, these charges are unfair and harmful to consumers all across the area, and I will not be paying them.

***************************
Business Response
Date: 11/08/2023
On Mon, Sep 18, 2023 at 4:45 pm, we received a request to disconnect service on October 15, however, we received the modem rental return 09/27/2023. We issued credit for service charges 09/27/2023-10/15/2023, but that does not change the fact that a credit card chargeback was placed and service charges for through 8/16-9/27 are still owed. The last valid payment made 08/07/2023 that was not rejected or charged back was for service charges from 07/16/2023 - 08/15/2023. Total charges of $165.71 are still owed 8/16/2023-9/27/2023 when the modem was returned, and this includes 2 $15 late fees and a $10 autopay denial fee.
Customer Answer
Date: 11/15/2023

Complaint: 20693012

I am writing to formally address and dispute the discrepancies in the billing statements issued by Astound RCN. The following points outline my concerns:

(1) The billing statements received from Astound RCN, whether in digital or physical form, have consistently portrayed varying balances, none of which align with the amount claimed to be owed, specifically the sum of $165.71. Moreover, the discrepancies observed in these statements have not been adequately explained or substantiated as the following sub-points will explain.
(1a) Astound RCN is contending I owe $165.71 for the payment period of 8/16 to 9/27. However, I previously paid the appropriate billing amount for this month.
(1b) Astound RCN asserts that I am liable for two late fees amounting to $15 each. However, I contest the accuracy of these charges as I took prompt action upon noticing the inaccuracies in the pro-rated bill upon its receipt. I formally communicated this discrepancy both via phone and via email on September 24th and October 3rd respectively.
(1c) Furthermore, Astound RCN contends that I owe a $10 denial fee due to an alleged action on my part informing my credit card company of fraudulent charges. Contrary to this claim, I wish to clarify that the autopay was not denied, but rather, my credit card company rightfully initiated an inquiry into the disputed charge as per their standard procedures for potential fraudulent activity.
In conclusion, the inconsistencies in the billed amounts, as evidenced by the attached PDFs, have persisted without valid justification. Additionally, the rationale presented by Astound RCN to the Better Business Bureau does not accurately reflect the circumstances surrounding the recent request for payment amounting to $165.71.
I trust that these concerns will be promptly addressed and rectified to ensure the accuracy and fairness of the billing process.

Sincerely,

***************************
Business Response
Date: 12/05/2023
10/04/23 The payment for $200.69 that the customer made towards the account was disputed by the card holder and returned. The 199.69 that was due on 10/08/2023 included the 09/07/2023
payment of $81.46 that was declined and is still owed. Service was disconnected and billing ended on 9/27/2023 so a prorated amount of $165.71 is the outstanding balance for service charges 08/16/2023-9/27/2023.
Customer Answer
Date: 12/10/2023

Complaint: 20693012

I am rejecting this response because: As previously stated, I paid up to the point I had services and had ended services prior to this billing period. I was never requested when ending services to pay this pro-rated amount, and this new pro-rated bill only recently appeared through this BBB response. Please see my previous response for additional details.

Sincerely,

***************************
Initial Complaint
Date:09/26/2023
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 a current customer of ******************** in ******, **. I have nothing but horribly internet service since May 19th, 2023. I have reported this to the company, I have had 4 or 5 technical calls where a Technician was out to the house. I have traded in equipment, etc. I keep losing internet services which interupts my streaming, my phone, my internet, but most of all..my daughter is does home schooling and is constantly having to reboot the modem. This happens anywhere from 4-6 times a day. This is very poor service. I am told my signal to the home is good, but I was told my someone in their ****** office "off record" that there is a "known issue in my area". Ok, why is it not being fixed. My parents who live about 1/4 mile from me have the same issue. They are elderly and when their phone goes down due to the internet, they have no communication to call out. This is an area issue that needs to fixed ASAP and I seem to keep getting the run around. I am told they show no interruption in my service ( no kidding, because I reboot and it works) Like I said I have to keep rebooting the syste anywhere from 4-6-times a day.
Business Response
Date: 10/02/2023
The connection has not been lost to the modem within the last 48 hours, however, there is a technician visit scheduled for 10/07/2023 **** to take a closer look at the issues described in this complaint.
Initial Complaint
Date:09/26/2023
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 enrolled in home internet services from Astound Broadband on 09/24/2023. ******** services ceased operating less than two days later. I spent two and a half hours on hold with customer service representatives who explained that the company was "rebranding" to Quantum Fiber. I was shuffled between customer service representatives who were unable to restore internet connection.
Business Response
Date: 10/02/2023
We were advised 9/16/23 that the customer wanted to have the account disconnected due to relocation. A disconnection was processed. We are unable to review the history of the modem connection since the account has been disconnected, however, there have not been technician visits scheduled to this location since 10/12/2022.
Initial Complaint
Date:09/21/2023
Type:Order 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.. in ********************* **..When you sign up to have internet.They give you a lowball estimate .. lets say 84 a month..then they hike up bill extremely! I am a stylist in ********************* **. My clients are complaining.. as well as I up to 300 a month hike??
Business Response
Date: 09/25/2023
02/03/2023 the monthly sign up price for 1Gig internet was $59.95. The equipment rental fee is $5 for the modem rental each month and $5 for the eero router each month. The bill increased by $3.20 in September after an August statement included a notice that the network access and maintenance fee was increasing (attached). The price before estimated taxes and fees of $69.95 including the equipment rental remains the same until the 12 month, no contract promotional offer expires 02/02/2024.
Initial Complaint
Date:09/12/2023
Type:Sales and Advertising 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've been having issues with this company still billing me even after several attempts of cancelling and them telling me either they need to escalate the issue and someone will get back to me within a week to confirm it's been cancelled or them telling me it's cancelled, but it's still active and I'm continuing to be charged. I've been reaching out since 7/22/23 to stop service on 7/29/23. I was still billed the remainder of the billing cycle that ended 8/9/23 and had already paid the full amount since I was set up on autopay. I'm continuing to get billed and not sure how to get this resolved. I've called and used their chat system on 5 different occasions with them assuring they would get this updated. I uploaded the billing statements and chats saved with them.
Business Response
Date: 09/13/2023
We have disconnected the service and stopped billing effective 7/29. A refund of -$29.33 will be sent within ***** days.
Customer Answer
Date: 09/13/2023

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.

Sincerely,

*************************
Initial Complaint
Date:09/11/2023
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.
About 9/1/2023 I called Astound to get free internet from them through the *** program. I filled out the application and they told me that I was approved and that there wouldn't be any charge for anything including the equipment and installation unless I went over a certain amount of usage a month and then they would charge me $30. I just got a bill from them for $165.90 which includes charges for ******* Services, High Speed Internet, One Time Charge of $166.29, taxes. All totaling $242.25. The amount due is $164.90. They clearly told me that I qualified for free internet and that there would not be any additional charges. About 2 years ago they did the same thing to me. I was on their program for free *** internet and then they took me off and charged me full price. I paid that before I called this last time to have their service again. I haven't paid any of the new bill because this is not what I signed up for. They need to honor their word and give me internet at no charge.
Business Response
Date: 09/12/2023
The *** fully covered 150mbps plan was added effective 09/01/2023. The current statement of $112.91 consists of a $79.95 one time installation fee, and a $9.99 activation fee, which is not covered by the *** credit plus taxes and fees.
Customer Answer
Date: 09/12/2023

Complaint: 20583674

I am rejecting this response because: I clearly and repeatedly asked the employee on the phone if I was going to be charged an installation fee or a fee for the equipment. I was told "no". The last time I did this with Astound the installation was free and the equipment was free. In addition, my bill is not $112. My bill is $165.90. I didn't sign up for free internet to be charged $165.00. I don't have $165. I need internet so that my kids can do their school work on their school computer. The policy of charging people who qualify for ACP $165 just to get it doesn't comply with the goal of providing services for the poor. I am extremely disappointed and I will be contacting elected officials as well as high ranking members of Astound. At the very least Astound should have been obligated to inform me of the charges that they would be sending my way before I ordered their service. They did not. As it stands now I will only be getting Astounds "free internet" for a month and then they will turn it off because of my inability to pay this unexpected and previously undisclosed charge.

Sincerely,

***********************
Initial Complaint
Date:09/09/2023
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.
Astound Broadband, sometimes goes as Wave cable. Last month I was charged a $2.95 one time convenience fee. When I inquired, I was told it was for some form of auto payment. I explained that we paid using bill pay like we always do. They confirmed that bill pay payment method does not incur any fees. but said a machine entered this not a human and therefore it is not a mistake. I explained that if they dont want to correct this error, I will cancel $200 a month cable services (I kept my internet service). I was given a shipping label for my equipment and I returned the equipment. The tracking # shows they signed for the package. I was at that time told what the current bill due was because of the changes (it went down from about $300, to 150 ish.) We paid the amount we were told and also were given a new amount for internet only going forward would be about $115 a month. I get the next bill for this month and it says I owe $284.00 the bill has a lot going on, charges for equipment then credits for said equipment but the totals dont match. I inquired and the guy figures it is for one time fees for phone equipment of $158.00. I asked specifically what equipment does this represent, hes could not answer that. I have my own modem, and returned all the cable equipment so there is no equipment fees I would owe. I only owe for internet only about $115 a month.
Business Response
Date: 09/12/2023
On 08/22/2023, we received 3 cable boxes, however, an internet rental modem on the account has not been returned when the customer began using their own modem 5/23/2022. The statements attached reflects a modem rental charge ************************ $16.00" and prorated credit for when the customer began using their own modem, however, the equipment was not returned or removed from the account. The monthly charge for renting the device ended 5/23/2022, but the one time charge for unreturned equipment was applied 08/08/2023

Customer Answer
Date: 09/12/2023

Complaint: 20578243

I am rejecting this response because: Although I appreciate the quick and detailed response, details I could not get both times I called. The first issue I have with the response is of a bogus one time fee a $2.95 for an alleged automatic payment type for August (this was not how the bill was paid) issue was not explained. A year and a half ago when I canceled my modem rental, I was not asked for return of the equipment, nor was I charge for not returning it at that time. I was in fact told I was not actually paying for rental of the modem anyhow and I did not need to return it. This is not a direct quote but that was the overall sentiment of the conversation. Why would anyone keep a very old obsolete modem in the event at some unknown time in the future the cable provider wants it back. I happen to keep all electronics in box for proper disposal later, and I do still have it. Lastly my September bill itemizes for August and September a 'modem exchange rental fee, a fee that I should not have been paying since last year. So is there a resolution to my incorrect one time fee for my alleged payment method in August and is there a resolution for a modem exchange rental fee I am being incorrectly billed for, since I have had my own modem since last year. I need to know where and how to send the modem as well as specifically what modem equipment is expected so there are no more issues.

Sincerely,

***************************
Customer Answer
Date: 09/13/2023
I called the customer service phone number last night, to see if there was any follow-up on my complaints because I had not received a call back as was indicated I would. That lady was very helpful. She indicated that my account shows a credit that day for equipment. Although she could not give me any detail as to what equipment or amount. She also was able to resolve my concern of my modem rental fee that is inaccurate because I have my own modem. She was able to credit me $80 for the year and a half that I was paying this fee that I should not have been. I created an online account access and looked this morning and with my equipment fee that she sees, plus the $80 credit that she provided. My monthly bill now it looks to be correct. I consider this matter settled so long as my monthly billing moving forward stays correct. I am not sure if somebody reviewing the original complaint case made the correction, or the respondent representing the business related to this Better Business Bureau complaint was the one that resolved the equipment charge. But either way I am happy for whoever was able to provide resolution. Although there was no communication to me that resolution was provided. Thank you
Initial Complaint
Date:09/06/2023
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 had service from this company for a few years for internet. i decided to get my own internet router to reduce my bill so i called to stop renting their requiment and return it. I was using the emergency benefit broadband (government subsidy) and they said they could instead reduce my bill and i could keep using the router. they ended up reducing my internet speed to an unacceptable level. i did not authorize this! so i called back once my internet wasnt working properly and discovered this was their 'fix'. i told them i wanted to speak with someone who could look into me using my own router AND keeping the speed i had before so i could lower by ****. they AGAIN changed my service to a higher speed therefor it INCREASED by ****. By this time, i had enough with Wave and cancel my service. I have a an open bill for a prorated bill for a service level i DID NOT AUTHORIZE. I mailed the ******* office a letter explaining ALL of this with a check for $12 stating the amount of $11.** should be my final bill and to please figure out their billing problem. All of these unathorized ******** and account changes happened within a couple weeks. I am not paying for a $100 + internet bill at a prorated amount when i did not authorize the change. Please remove the remaining amount still (*****) owed on my account as the balance is not my fault and CLOSE my account.
Business Response
Date: 09/08/2023
We were contacted to increase speed from the 150mbps to 250mbps Tue, Jun 13, 2023. A disconnection request was made for Tue, Jun 20, 2023 and equipment was returned 06/21/2023. Customers are responsible for paying the difference that ACP $30 discount does not cover.
Customer Answer
Date: 09/15/2023
I did not see the notification that the business responded therefore i was unable to disagree/verbalize my dissatisfaction with their response. Wave responded that I requested a service upgrade. That is the point of this BBB complaint. I did not request a service upgrade. Please remove the charge. Attached is the letter I sent to wave explaining, in detail, that their service represenatives chronically made changes to my account without me asking. Again, that is the point of why i made this complaint and why i dropped wave as a provider. Wave did not listen to my requests then, nor now.
Business Response
Date: 09/25/2023
$27.10 was credited and there are no longer outstanding charges on the account. The package was changed in June from 250mbps with the *** plan to 150mbps with the fully covered ACP plan, however, a prorated balance was owed for 6/3-6/13. $12 was paid and the remainder of the total 39.10 that was due 6/25 has been credited.
Initial Complaint
Date:08/21/2023
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 contacted the company in May because my two yr plan (which I have renewed before) was expiring. The agent told me I wasn't eligible for their new plans but my current plan and rate would continue. I found out this morning that they have DOUBLED my rate. This is fraud. I have had nothing but issues with Wave over the last 4 years and they hold people hostage in this area because of limited options. I contacted them and they did nothing to help or change the situation. I have attached a copy of the bill showing the change.
Business Response
Date: 08/23/2023
Please review page 4/8 on the statement dated 06/29/2023 which informs you about the pricing increase, as your promotional offer had expired. Our social media representative, ******, offered the lowest available rate on 08/21/2023, as an introductory offer has already been applied to this account.
Customer Answer
Date: 09/06/2023
I did not receive the previous response and so did not know there was a reply. The chat agent that I contacted in May 2023 told me that my rate would remain the same for the future. When I contacted them, they lied and said they had no record of the interaction. They just changed my plan and decided to double my rate. I don't even get the 100 Mbps from my plan with the service, why would I pay double for "higher speed" which they cannot deliver?? They never compensated me for all the trouble I had with my service for the first 3 years, I even put in a number of complaints for it with BBB and the **** What is the point of having consumer complaint options if businesses are just allowed to hold consumers hostage this way?
They are offering the service to new customers for under $30/month for 2 yrs but existing customers get their rates doubled? This company has a poor BBB rating for a reason.
Initial Complaint
Date:08/17/2023
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.
After moving into a new house, we tried starting service with Astound. I called countless times, with each customer service rep creating a ticket for installation each time. I called again and again for 10 months to get someone out here. I would have looked elsewhere, but they were the only internet provider for my address. My surrounding neighbors have it, but Astound kept insisting that they did not service my area. Only after 10 months did they finally come out and realize that they do indeed service my area. We finally were starting to move forward. After this, I had to put the service on temporary hold, but then they cancelled of their own choosing. After they cancelled, they sent me a bill for $6,000 for services done. They did not do anything. They are trying to charge me because I said I wanted to move forward, then they cancelled and told me I never put the account on hold. They are trapping me to either pay $6,000 in service they did not do, or move forward with a 3 year contract.
Business Response
Date: 08/21/2023
Per *******************************: Astound does not service this property with coax cable. We do have commercial fiber on the main road, but that is over 650 ft from this customer. Back in 2019 I worked with one of his neighbors to provide a fiber solution to 5 houses. Due to cost and available capacity at that time one of the neighbors opted to run fiber from his house, and 4 others, back to designated meet me points where we spliced directly to the customer provided access and aggregated into one of the garages, in which an *** was negotiated. The previous owner of *****'s house declined to participate. When ***** reached out we did not have fiber installed at his house, the previous neighbor was also unwilling to connect any additional homes and has since requested that we resplice everything outside of his garage. Based on this I instructed ***** that we did not have fiber available and that fiber wasn't run to his house with the other neighbors. He continued to insist that he had "our fiber." Whatever he had terminated to his garage was not ours, nor was it in any documentation provided by the neighbor that installed fiber. Unfortunately his real-estate agent told him unknowingly and incorrectly that Astound had fiber there.

In summary the other neighbors banded together to install fiber from their houses to the right-of-way where they would meet us. Each one of these builds would have been north of $20K so they all agreed this made sense. All contracts and services were in agreement of Astound providing service to "customer provided fiber."

It wasn't until I went on site and ended up speaking to one of his neighbors that I was made aware that the previous home-owner decided to install his own fiber panel, fiber-optic cable, and conduit from the garage to our vault in the right-of-way. This was all done outside of the previous project with the other neighbors. When I met with the customer I walked him through what happened and why we couldn't service him, but ultimately agreed to move forward based on what the neighbor stated. This was later validated by local CPM during construction.

Here's the timeline:

*********************** reached out to the call center and worked with *********************** who put in an order for HSI on 9/26/22. We have commercial fiber available on ****** road, but coax services are not available. As expected the survey came back not serviceable. The opportunity was then reassigned to *********************** on our ******** on 11/07. ***** recognized that this was not serviceable and passed the lead to me on 11/15. I assigned the lead to my rep ********************* who worked it for a time.

As indicated above we have commercial fiber available on ****** road, but we do not have fiber to the address. We would have needed to bring the fiber to the customer's garage, which is about 650 feet from the nearest splice point and would require underground construction. The estimated cost to do so would have been $24,043.05 and would have required the customer to spend a minimum of $701 / month on a 60-month term. The customer declined and the opportunity was moved to closed lost on 11/22. However, the customer continued to insist that he had our service.

This issue was re-escalated in late December / January and I asked ****, who was working in the area to take another look. **** began working with ***** on 1/3.

On Jan 6 the customer became irate with **** again escalating and insisted to speak with a manager. My phone number was offered but the customer then requested an e-mail stating "I would actually prefer an email, as I have had no luck with communicating over the phone." Then the customer started going back and forth with **** requesting a refund of services that couldn't be provided. Unfortunately this went on and delayed my involvement until -1/26 and the customer again became irate threatening litigation. I then agreed to a site visit, which was scheduled for 2/2. During the site visit I was able to locate a fiber patch panel, but could not locate anything else. After speaking to the neighbor it was uncovered that he [the previous owner] had installed his own fiber from the property to the right of way. I was still unable to verify the location of the cable and conduit. Given that this was installed by the home-owner we would not have known it was available and it certainly wasn't ours to have been responsible for. The customer agreed to move forward with service if we could use it. Once I received confirmation from CPM we moved forward.

A contract was signed between ************ and myself on 2/7 and the project was kicked off by ********************* on 2/9 and welcome letter being sent to the customer on 2/17.

After meeting with *** on 2/17 the customer met with *****************************, local CPM, on site on 2/27. All work was completed by 3/15 except for final termination and testing. The customer became non-responsive. Our PM teams attempted to reach out several times between 3/1 and 5/30 via phone, txt, and e-mail with no response. I had also attempted to reach him via e-mail on this issue on 4/27, 5/9, 5/16. and finally on 5/17 and received no response. So I approved cancellation of the *** on 5/30. Not once did the customer attempt to contact, *****************************, or myself and I can find no record via account notes of him contacting us until 8/9. The project was then put in a cancelled state on 5/30. The customer wasn't formally notified of this until 8/9 when the **** was initiated for disco in billing. The *** (Early Termination Fee) was placed into billing until 7/26, which is what I presume caused the customer to become responsive again on 8/9. In addition, as per the contracts terms and conditions articles 5 and 6 I then submitted a request to billing to apply the full ***. The customer responded to this on 8/9 as indicated previously, and was escalated back to me and I then offered to work with him as outlined in the dispute resolution articles of the Agreement and he declined threatening litigation.
I've attached my communications with him as well as the signed contract.
Here are the project notes (***244120):
2023-05-30: ******************************* advised to proceed with the cancellation. - *********************
2023-05-16: No update from Sales. I sent an email follow up inquiry to the AEs requesting some guidance on how to proceed. - *********************
2023-05-10: AE *************************** advised that he hasn't had any luck with getting a response from the customer. - *********************
**********: No update from Sales. I sent an email follow up inquiry to *******************************. *************************** later replied he will attempt to touch base with the customer tomorrow as he will be in the area. - *********************
2023-04-25: No update from Sales. I sent an email follow up inquiry to *************************** and *******************************. ******************************* replied later in the day advising that he'll work on this. - *********************
2023-04-18: No response from the customer. ******** created to refer this back to the Sales team for facilitating customer response. - *********************
**********: No response from the customer. I sent a follow up email to the customer. - *********************
**********: No response from the customer. I sent a follow up email to the customer. I'm setting this *** to customer hold. - *********************
**********: CM response advised that the customer still hasn't responded. I sent an email to the customer. - *********************
**********: I created JC007737 to document the delay attributed to the lack of customer response. The CM is trying to schedule the splice and test visits, but is having no luck with facilitating a response. -
*********************
2023-03-24: No updates from Construction. I dropped an inquiry note requesting status and offered assistance in facilitating a response. - *********************
2023-03-17: CM notes on splicing task: "I still have not received a response. Will try again next week." - *********************
2023-03-16: CM notes on splicing task: "I have called and left a few messages ***** suggested today that texting may work better so I have done that now as well. If I don't hear back by morning I will update." - *********************
2023-03-15: CM response: "**** is working on scheduling termination and testing. **** has left messages with *****." - *********************
2023-03-15: No updates on the splice task. I placed an inquiry on the task: "What is the current status of this task? Has all of the splicing been completed? Please advise. Thanks." - *********************
2023-03-01: The Splice task is in 'ready to work' status. Notes later in the day: "Splicing complete will schedule demarc for next week." - *********************
2023-02-28: *********************** note on the Design task in **** "design complete". - *********************
2023-02-27: ***************************************** note on the Site Visit and REA Attach task in Ace: "No REA required. Confirmed customer owned fiber and termination panel verified 2/27/23. This will be splice and test only." - *********************
2023-02-27: No update to the Site Visit task. I dropped an inquiry note into this task. - *********************
2023-02-17: Sent CL intro email to the customer. - *********************
**********: Sent intro email to the customer. - *********************
**********: IPM Review: Per ****, nearest *** is **.TP-087782 which is tagged "*****************************". Whatcom County parcel viewer registers an address of ******************************* for the parcel where this *** is located. The service address on the contract shows this on a parcel bordering the *** parcel. It appears that there is no entrance cable to ******************************** After speaking with the *** we will move this forward and will have the Sr. CM verify this during his site walk. - *********************
2.9.2023 - AH - *** task created [Missing: Total Equipment Costs]
2.9.2023 - AH - *** task created [NCE Document does not = CAR $]
2.9.2023 - AH - Vetted and assigned to *********************

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