Astound | Waco

Had no problems with this company for 4 years, until the last month- Always had Decent internet at a good rate. My contract was $80 for 2 years with this company. Then my contract ended and it went up to $90. This is common in cable/internet, so I called to cancel to change to a different provider based on the new higher rate. The rep communicated my rate would go down $50 per month for 1gig if I stayed with Astound. So, I agreed. It was communicated to me that it would show up on my next bill. I received no written confirmation or an email. My next bill was $90 not $50 - so I called their customer service help line - it was busy (lines down) I messaged their direct message helpline - they could not verify the change had be made. Told me they were sorry they could not help me with this (lowering my bill to what was communicated) or cancelling my service - they gave me the number to call to cancel (which is disconnected currently) It is unbelievable that companies can get away with this type of customer service. Not even sure how to cancel unless I turn off my card it is connected to.

Ryan was super awesome, explained everything in detail, but not too much. You know what I mean. He’ll walk me through the process and understanding how you connected. Also, let you know about updates. He seems very good at what he does he came here and he knocked it out faster than I actually thought they would. On a personal note, he was super sweet and understanding of my Big butt autistic American bulldog she loved him.

I have been a loyal customer for probably 8+ years and normally have had great customer services experiences. Today I tried to cancel my internet services. Wow, was shocked. Be careful friends. They won't let you cancel easy, in fact make you jump through hoops just to keep their business (I just got off an hour call and they still refuse to cancel over the phone, even with my account number, PIN, and verified phone number I called from). Still a good company IMO, but be wary and ask about their cancellation requirements prior to signing up.

Our technician, Ryan Hamm, was punctual, knowledgeable, and fixed the issue. We were having intermittent connection issues with our internet. Ryan left a test modem to monitor our connection, too, and he found the issue. Thanks Ryan.

Astound was quick to address our internet issues. When it couldn't be resolved over the phone, Ryan came that same afternoon and sorted out the problem (water got into a line outside). He replaced the line and scheduled a follow-up call to make sure everything's working well. He walked us through what he did and why he did it. We're very pleased that our problem was fixed quickly and efficiently.