Astound | Belton — Local services in Belton

I was enrolled in the ACP program as of January the 9th 2024. I have a voicemail from a representative named Vickie, confirming my enrollment and that my $30 discount would be applied to my January bill. However, when the January bill came due I still had not received the $30 discount on my bill and had called in three or four times trying to find out why. I was finally told I had to un-enroll in the auto-pay program; to pay the bill directly because I was getting additional discounts because of the auto-pay. At that point I was also told that the $30 discount wouldn't hit my bill until February the 7th. So on the 31st I had to pay my full bill plus an additional $1 service fee because I was paying directly without the auto pay service. Wouldn’t you know? The $30 discount hit my account the same day. Wait, what’s this? When I received my February invoice it indicated I’m being charged exactly $71.00 for phone equipment on 1/9/2024!!!!!!!!!!!! I’ve never had phone service! I called in and after much back and forth; it is allegedly a modem that was also phone support capable that I received in 2020! It was changed out due to an upgrade in 2022. So after a ridiculous conversation with a manager by the name of Lisa who’s primary response was “uh-huh” to everything I said, I hung up the phone after a few expletives. I did some checking for voicemails, emails and of my bills. I found nothing whatsoever in any communication indicating that there is an expectation that any equipment will be left in my custody for me to return per a visit from a technician. Had there been, there would have been a time limit on getting the equipment returned otherwise I’m sure they would have financially penalized and with interest!!!!!!! And so common sense says that it is the burden of the technician to ensure that all equipment is gathered/retrieved and removed from the customer's possession; being the technician's burden to return. As a matter of fact, I also told “uh-huh” this; that a technician returned to my house having forgotten such equipment once and his demeanor was such that it indicated to me that he would have either be in trouble or financially responsible for it had he forgotten it altogether. Number two - they (Astound/RCN) do not supply technician names, phone numbers, or email addresses at any part of the process. It’s virtually impossible for me to contact the technician as this information isn’t provided. Number three - this charge was NOT on my January invoice Number four - how convenient that they (Astound/RCN) decide they are missing equipment years after the fact and on the exact date that I’m enrolled in the ACP Program. Number five - I’m wondering what shenanigans they would have pulled had I opted for the free plan? They’re making $70 off me, well it’s actually supposed to be $40 which I haven’t seen yet. Number six - I’m apparently not the only customer they do this kind of thing to. The BBB is loaded with complaints too! Number seven - this company should have a class-action lawsuit filed against them for...

Where do I start..... I have been having issues with my home internet. I contacted grande today, I have now officially been on this phone for 1 hour and 8 minutes with no true help provided. I was advised to reset my modem in which I did before ever calling. Then I was told "your modem is working beautifully." hhmmm....well this speed test that shows 34 mbps when I pay for 300 mbps is definitely not working beautifully. So then she needs to reset my modem...so we do it her way. When that still only brings back 40 mbps the rep then tries to upsell me on additional equipment to "prevent slowing of speeds." So we proceed to continue with a non helpful conversation in explaining that we run a business from home and this is completely preventing one of my websites that is a necessity from loading. After being placed on hold for another 5min she takes me off hold and stated that a tech can come out tomorrow from 8am to 12pm to find out what is going on. We explain that we cant do that because we will be at work. The conversation goes on and we make sure we aren't going to be charged for the tech only to be told "the tech may charge you a fee but we won't know until they come out." We explain how we will not be paying a fee for something that is not our fault and the conversation continues to go on without an acceptable outcome. We end up having to schedule an appointment for Friday and my husband tells them to consider that we are losing money everyday that we dont have internet and there should be a way to have someone narrow down a time frame to after 4pm. The rep responds "but don't you have a full time job, I thought you said this was your side business." After a few more condescending remarks I refuse to get off the phone until I speak to a supervisor. After being placed on hold 6 times while she "found" a supervisor she (Randi, I got her name after I asked twice) got us on the phone with supervisor Tyson. Tyson was much easier to talk to and he did do what he can within his own limitations but this doesn't change the fact that I am getting 40 mbps but paying for 300 and CANNOT FULLY...

In December 2019 our bill was only $69. In January, they hiked their prices and started charging us $71.81. This month, another price increase raising our bill to $83 per month. So I called Grande Communications and I spoke with a gentleman going by the name of James. I asked him why my bill has gone up so much. He said it went up in January because that's when they do their annual price hike and then it went up again because apparently I had a promotion, and that it had expired. I was never told that the price they gave me was only a promotion. But that's besides the point. When I told him that price was outrageous he said, "we are a for profit business." I could have done without his snarky, demeaning response. I Understand that businesses are for profit. However, I find it very shallow of Grande Communication to raise their bill during these times. Put the pandemic aside and it is still unreasonable to have two rate increases within a 4 month period. I will seek out a more affordable internet company (for profit) that does not slap the consumer with constant rate hikes or promotions that expire. I just want a reasonable rate! After going back and forth my bill waa reduced by only $10 a month. Then, my service began buffering to the point that we could not do anything. A Tech came out and they replaced the line from our house to the Box and told us we were at the end of the grid said this was the best service we could expect. It worked for maybe a month and now again to day another Tech came out and said we basically have 0 signal and the Box was only made for 2 households yet there are 4 households connected to the same Box. Are you kidding me! I am now being told by the Tech, Jason, that they will have to upgrade it and that should happen tonight. We shall see, I am not hopeful! I am lowering my review to negative stars, if only that were an option! Oh, and if you have to call expect a long wait. I was on hold for over 30 minutes again. So Grande, please do not give me another link to customer service that is virtually worthless! How about just fixing my service and stop...