159 Astound Broadband Customer Reviews
Rating breakdown
Overall
Speed
Pricing
Service
Mike S | 04-07-2023
Verified User
A fundamentally dishonest company. They settled a class action lawsuit with Grillo and Reed about hiding the Network and Access fee and portraying it as a tax but have not changed the practice. They still advertise a $20 monthly rate and even claim to have no hidden fees while continuing to charge and bury this fee deep in their website under a list of "taxes". It's not a tax, but "a surcharge RCN assesses and retains" as stated in the description if you can find it. Aside from that billing is erratic. As others here mentioned you have to call them up at which point they'll "correct" your mistakenly high bill. Customer service is good on the whole, in that you connect to somewhat technical people who are allowed to be themselves rather than adhere to a set script. Now there are some parts I can't prove, but (given the dishonest advertising) I'm highly suspicious of their level of effort to get end user's modems (byod) to work. So far I've tried two devices with them (one the last time I had them several years back and once this winter) with them both failing. Their techs claim the modems are defective, but this latest hardly acts like a defective device. I can connect to the device's web server and read its logs and its lights seem to follow an orderly progression through downlink to uplink just failing to connect at what I suppose is the dhcp IP hand out. Right now (and this could be nothing to do with them) I'm seeing a long running download that looks like it's throttled at 200 KB/s after initially getting more than ten times that. Like I said, could be nothing to do with them, but I'm suspicious given the other problems.
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Darin G | 03-05-2023
Horrible service. Grande Communications used to be very good but when they turned into Astound broadband, they went down hill quick. I am without internet again this weekend because we lost power for 45 seconds on Thursday night. I don’t expect internet to be restored until Monday sometime. These people don’t work on weekends. I’m going to cancel my service on Monday when they open and I’m going to Spectrum.
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Celia J | 02-06-2023
They continually -- several times a year -- dramatically raise our rates with zero notice. The current rate increase is 35.1%! They are rude. Inflexible. And only out for what they can get from you in a phenomenally astonishing level of cold and callous customer service. Avoid at all costs.
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Cecilia L | 01-12-2023
Run. Do not walk. Run. This company merged with Wow and never notified anyone. We had Zero service and were out of service for months with intermittent dead times. Rolling blackouts without notice is what you’ll get. Oh, my bill doubled in 2 months without notice. Filed a complaint with FCC. The customer service is terrible and they couldn’t find the legally mandated notice either. Run. Pay more for peace of mind.
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James H | 12-14-2022
Many service outages with speeds not close to advertised. Outages can last for hours up to full days. 300 Mbps service rarely as high as 150 and often as low as 25Mbps. Long term customer of over 12 years and prices are now $77/month compared to 35 for newer customer which will increase every year too. Explanation is that prices go up every year and they refuse to help. No discounts for disabled, military or senior citizens.
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Bat D | 12-07-2022
Took over a great internet provider, raised prices almost double, speed dropped significantly. The advertised speed is not even close to what you get. On a 1g plan the maximum you get is 700mb/s. Had technician coming to check everything and said the maximum he has seen for this plan is around 800mb/s. Total fraud!!!!
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M P | 12-05-2022
Expect internet outages several times per month for hours on end. We experience daily cable channel outage every night around 10:45 PM. Astound never has an answer. They also never fix the underlying problems.
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Terri B | 11-11-2022
Customer service is terrible. Having issues. Ready to find another provider
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Chad B | 11-11-2022
So we have had Wave since we moved into the house back in 2013 we never had any issues till Astound took over. Since then we have had constant interruption or slow speeds with "no issues found" but always magically starts working on its own after they send techs out. We have in this last year probably had a tech out here a dozen times. Last time in July our internet was pretty much out for 2 weeks with no download speed. Same problem is happening again and they scheduled a tech to come out today on the phone, I called when the tech didnt show and they told me there was never a schedule. Now they want us to wait into next week with unusable internet. Ive demanded escalations and seem to just be given lip service for the effort. So long story short, I love the service when its working. But to resolve issues takes WAY to long and leaves a feeling of being ignored.
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