{"id":"astound-broadband","page":"https://escalate.alexgaoth.com/#/c/astound-broadband","html":"https://escalate.alexgaoth.com/c/astound-broadband/","generated":"2026-10-15","company":{"id":"astound-broadband","name":"Astound Broadband","aliases":["astound","radiate holdco","rcn"],"sector":"internet_tv","parent":"Radiate HoldCo, LLC (d/b/a Astound Broadband)","website":"https://www.astound.com","account_url":"https://my.astound.com","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Astound Live Chat (digital assistant or live agent)","value":"https://www.astound.com/contact-us/","purposes":["billing_error","service_outage","equipment_return"],"notes":"Opened from the chat icon on the website.","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Astound Support Center","value":"https://help.astound.com","access":"open","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"locations","type":"in_person","label":"Astound retail service centers and payment centers","value":"https://www.astound.com/locations/","purposes":["equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Astound equipment return policy (local office or prepaid FedEx label)","value":"https://www.astound.com/support/internet/equipment-return/","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first receiving the agreement)","value":"https://www.astound.com/policies-disclaimers/arbitration-opt-out/","notes":"Or mail ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT, with name, address, account number and a clear statement that you do not wish to arbitrate.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Astound Customer Terms and Conditions","value":"https://www.astound.com/policies-disclaimers/terms-conditions/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Astound broadband labels","value":"https://www.astound.com/labels/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","note":"Astound publishes no retention number."},{"rung":"written_complaint","channel":"legal-department-mail","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"playbooks":[{"issue":"billing_error","summary":"Dispute within 180 days of the invoice date and pay the undisputed part on time.","evidence":["the invoice","account number","rate card or offer"],"steps":[{"do":"Call or chat within 180 days of the invoice date. Pay the undisputed portion by the due date.","channel":"customer-service-phone"},{"do":"If not fixed, send the dispute in writing with your account number and evidence.","channel":"legal-department-mail"},{"do":"File an FCC complaint.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Billing disputes must be raised within one hundred eighty (180) days of the invoice date or may be waived; the undisputed portion must still be paid on time.","issues":["billing_error"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"cancel_service","summary":"Notify Astound to cancel; internet-only service is not prorated, and the deposit is refunded within 30 days.","evidence":["cancellation confirmation","disconnect work order number","FedEx tracking or office receipt"],"steps":[{"do":"Call to cancel and schedule the disconnect work order.","channel":"customer-service-phone"},{"do":"Return equipment on or before the disconnect date.","channel":"equipment-return"},{"do":"Expect any deposit back within 30 days after termination and equipment return, less amounts owed."}],"facts":[{"kind":"policy","claim":"Customers may terminate any or all services at any time by notifying Astound. Internet-only service is billed the full monthly charge without proration and termination takes effect at the end of the current monthly period; other services are prorated by days of service.","issues":["cancel_service"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Astound refunds any required deposit within thirty (30) days after termination and return of equipment, minus amounts owed.","issues":["cancel_service","deposit_refund"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return equipment on or before the disconnect date, at a local office or by prepaid FedEx; keep the tracking number.","evidence":["FedEx tracking number or office receipt","equipment serial numbers"],"steps":[{"do":"Call 1.800.427.8686 to schedule the disconnect and confirm the local office can take the equipment, or ask for a prepaid FedEx label.","channel":"equipment-return"},{"do":"Drop the package at any FedEx location and keep the tracking number."},{"do":"If charged for returned equipment, give the tracking number and ask for removal.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"Astound asks customers to return equipment on the day of or before the scheduled disconnect work order; the terms require return immediately upon termination.","issues":["equipment_return"],"source":"https://www.astound.com/support/internet/equipment-return/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Unreturned equipment is charged according to Astound's then-current schedule of charges, and lost, damaged or destroyed equipment is charged regardless of circumstances.","issues":["equipment_return"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"Ask for an outage credit; the terms promise credit for qualifying outages but give no amount.","evidence":["outage dates and duration","ticket number"],"steps":[{"do":"Report the outage and get a ticket number.","channel":"customer-service-phone"},{"do":"Ask for a credit for the qualifying outage and check the next bill."}],"facts":[{"kind":"policy","claim":"Subject to applicable law, credit is given for qualifying outages; the outage credit and the customer's termination rights are the sole remedies for a disruption or failure of service.","issues":["service_outage"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"Customers must give Astound notice of a dispute within one (1) year of the event giving rise to it.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Astound will make reasonable efforts to notify customers of rate changes. Changes to the terms take effect 30 days after notice, and a customer who rejects a terms change may end service without any financial penalty.","issues":["bill_increase"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}],"known_blockers":["Rate cards are behind the MyAstound sign-in.","The terms name no notice-of-dispute address."],"notes":"Astound Broadband is the trade name of Radiate HoldCo, LLC (site copyright line). The contact page shows RCN logos. Wave, Grande, enTouch and Digital West were not mentioned on fetched pages, and ownership (Stonepeak) and any combination with gFiber were not confirmed on a fetched official page.","official_domains":["astound.com"],"security":{"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"astound-broadband","name":"Astound Broadband","sector":"internet_tv","website":"https://www.astound.com","account_url":"https://my.astound.com"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Dispute within 180 days of the invoice date and pay the undisputed part on time.","evidence":["the invoice","account number","rate card or offer"],"steps":[{"do":"Call or chat within 180 days of the invoice date. Pay the undisputed portion by the due date.","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"do":"If not fixed, send the dispute in writing with your account number and evidence.","channel":{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}},{"do":"File an FCC complaint.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Astound Live Chat (digital assistant or live agent)","value":"https://www.astound.com/contact-us/","purposes":["billing_error","service_outage","equipment_return"],"notes":"Opened from the chat icon on the website.","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Astound Support Center","value":"https://help.astound.com","access":"open","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first receiving the agreement)","value":"https://www.astound.com/policies-disclaimers/arbitration-opt-out/","notes":"Or mail ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT, with name, address, account number and a clear statement that you do not wish to arbitrate.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Astound Customer Terms and Conditions","value":"https://www.astound.com/policies-disclaimers/terms-conditions/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Astound broadband labels","value":"https://www.astound.com/labels/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Billing disputes must be raised within one hundred eighty (180) days of the invoice date or may be waived; the undisputed portion must still be paid on time.","issues":["billing_error"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers must give Astound notice of a dispute within one (1) year of the event giving rise to it.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Astound publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event.","channel":{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"known_blockers":["Rate cards are behind the MyAstound sign-in.","The terms name no notice-of-dispute address."],"security":{"official_domains":["astound.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Astound Broadband is the trade name of Radiate HoldCo, LLC (site copyright line). The contact page shows RCN logos. Wave, Grande, enTouch and Digital West were not mentioned on fetched pages, and ownership (Stonepeak) and any combination with gFiber were not confirmed on a fetched official page.","warnings":[]},"cancel_service":{"company":{"id":"astound-broadband","name":"Astound Broadband","sector":"internet_tv","website":"https://www.astound.com","account_url":"https://my.astound.com"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Notify Astound to cancel; internet-only service is not prorated, and the deposit is refunded within 30 days.","evidence":["cancellation confirmation","disconnect work order number","FedEx tracking or office receipt"],"steps":[{"do":"Call to cancel and schedule the disconnect work order.","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"do":"Return equipment on or before the disconnect date.","channel":{"id":"equipment-return","type":"portal","label":"Astound equipment return policy (local office or prepaid FedEx label)","value":"https://www.astound.com/support/internet/equipment-return/","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}},{"do":"Expect any deposit back within 30 days after termination and equipment return, less amounts owed."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Astound Support Center","value":"https://help.astound.com","access":"open","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Astound equipment return policy (local office or prepaid FedEx label)","value":"https://www.astound.com/support/internet/equipment-return/","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first receiving the agreement)","value":"https://www.astound.com/policies-disclaimers/arbitration-opt-out/","notes":"Or mail ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT, with name, address, account number and a clear statement that you do not wish to arbitrate.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Astound Customer Terms and Conditions","value":"https://www.astound.com/policies-disclaimers/terms-conditions/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Astound broadband labels","value":"https://www.astound.com/labels/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Customers may terminate any or all services at any time by notifying Astound. Internet-only service is billed the full monthly charge without proration and termination takes effect at the end of the current monthly period; other services are prorated by days of service.","issues":["cancel_service"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Astound refunds any required deposit within thirty (30) days after termination and return of equipment, minus amounts owed.","issues":["cancel_service","deposit_refund"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers must give Astound notice of a dispute within one (1) year of the event giving rise to it.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Astound publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event.","channel":{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"known_blockers":["Rate cards are behind the MyAstound sign-in.","The terms name no notice-of-dispute address."],"security":{"official_domains":["astound.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Astound Broadband is the trade name of Radiate HoldCo, LLC (site copyright line). The contact page shows RCN logos. Wave, Grande, enTouch and Digital West were not mentioned on fetched pages, and ownership (Stonepeak) and any combination with gFiber were not confirmed on a fetched official page.","warnings":[]},"equipment_return":{"company":{"id":"astound-broadband","name":"Astound Broadband","sector":"internet_tv","website":"https://www.astound.com","account_url":"https://my.astound.com"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return equipment on or before the disconnect date, at a local office or by prepaid FedEx; keep the tracking number.","evidence":["FedEx tracking number or office receipt","equipment serial numbers"],"steps":[{"do":"Call 1.800.427.8686 to schedule the disconnect and confirm the local office can take the equipment, or ask for a prepaid FedEx label.","channel":{"id":"equipment-return","type":"portal","label":"Astound equipment return policy (local office or prepaid FedEx label)","value":"https://www.astound.com/support/internet/equipment-return/","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}},{"do":"Drop the package at any FedEx location and keep the tracking number."},{"do":"If charged for returned equipment, give the tracking number and ask for removal.","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Astound Live Chat (digital assistant or live agent)","value":"https://www.astound.com/contact-us/","purposes":["billing_error","service_outage","equipment_return"],"notes":"Opened from the chat icon on the website.","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Astound Support Center","value":"https://help.astound.com","access":"open","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"locations","type":"in_person","label":"Astound retail service centers and payment centers","value":"https://www.astound.com/locations/","purposes":["equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Astound equipment return policy (local office or prepaid FedEx label)","value":"https://www.astound.com/support/internet/equipment-return/","purposes":["equipment_return","cancel_service"],"access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first receiving the agreement)","value":"https://www.astound.com/policies-disclaimers/arbitration-opt-out/","notes":"Or mail ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT, with name, address, account number and a clear statement that you do not wish to arbitrate.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Astound Customer Terms and Conditions","value":"https://www.astound.com/policies-disclaimers/terms-conditions/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Astound broadband labels","value":"https://www.astound.com/labels/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Astound asks customers to return equipment on the day of or before the scheduled disconnect work order; the terms require return immediately upon termination.","issues":["equipment_return"],"source":"https://www.astound.com/support/internet/equipment-return/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Unreturned equipment is charged according to Astound's then-current schedule of charges, and lost, damaged or destroyed equipment is charged regardless of circumstances.","issues":["equipment_return"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers must give Astound notice of a dispute within one (1) year of the event giving rise to it.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Astound publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event.","channel":{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"known_blockers":["Rate cards are behind the MyAstound sign-in.","The terms name no notice-of-dispute address."],"security":{"official_domains":["astound.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Astound Broadband is the trade name of Radiate HoldCo, LLC (site copyright line). The contact page shows RCN logos. Wave, Grande, enTouch and Digital West were not mentioned on fetched pages, and ownership (Stonepeak) and any combination with gFiber were not confirmed on a fetched official page.","warnings":[]},"service_outage":{"company":{"id":"astound-broadband","name":"Astound Broadband","sector":"internet_tv","website":"https://www.astound.com","account_url":"https://my.astound.com"},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"Ask for an outage credit; the terms promise credit for qualifying outages but give no amount.","evidence":["outage dates and duration","ticket number"],"steps":[{"do":"Report the outage and get a ticket number.","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"do":"Ask for a credit for the qualifying outage and check the next bill."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Astound Live Chat (digital assistant or live agent)","value":"https://www.astound.com/contact-us/","purposes":["billing_error","service_outage","equipment_return"],"notes":"Opened from the chat icon on the website.","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Astound Support Center","value":"https://help.astound.com","access":"open","source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"},{"id":"arbitration-opt-out","type":"web_form","label":"Arbitration opt-out (within 30 days of first receiving the agreement)","value":"https://www.astound.com/policies-disclaimers/arbitration-opt-out/","notes":"Or mail ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT, with name, address, account number and a clear statement that you do not wish to arbitrate.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"Astound Customer Terms and Conditions","value":"https://www.astound.com/policies-disclaimers/terms-conditions/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"},{"id":"broadband-label","type":"portal","label":"Astound broadband labels","value":"https://www.astound.com/labels/","access":"open","source":"https://www.astound.com/policies-disclaimers/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Subject to applicable law, credit is given for qualifying outages; the outage credit and the customer's termination rights are the sole remedies for a disruption or failure of service.","issues":["service_outage"],"source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Customers must give Astound notice of a dispute within one (1) year of the event giving rise to it.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Astound publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event.","channel":{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"known_blockers":["Rate cards are behind the MyAstound sign-in.","The terms name no notice-of-dispute address."],"security":{"official_domains":["astound.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Astound Broadband is the trade name of Radiate HoldCo, LLC (site copyright line). The contact page shows RCN logos. Wave, Grande, enTouch and Digital West were not mentioned on fetched pages, and ownership (Stonepeak) and any combination with gFiber were not confirmed on a fetched official page.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Astound residential customer care and support","value":"+1-800-427-8686","hours":"24 hours a day, 7 days a week","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.astound.com/contact-us/","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Astound publishes no retention number.","candidate_channels":[]},{"index":2,"rung":"written_complaint","note":"Astound publishes no complaint address; this is the only postal address in the terms. Send disputes within one year of the event.","channel":{"id":"legal-department-mail","type":"mail","label":"Astound Legal Department (address named in the customer terms)","value":"ASTOUND, 650 COLLEGE ROAD EAST, SUITE 3100, PRINCETON, NJ 08540, ATTN - LEGAL DEPARTMENT","purposes":["billing_error","poor_service"],"notes":"The terms name this address for arbitration opt-out notices. They require notice of a dispute within one year but do not name a notice-of-dispute address.","source":"https://www.astound.com/policies-disclaimers/terms-conditions/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Arbitration covers disputes not resolved informally. Claims of $5,000 or less may go to small claims court instead."}],"security":{"official_domains":["astound.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"Pop-ups that ask you to click to stop Astound from collecting data are a scam; Astound says it does not do anything that causes a browser to ask permission.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"},{"kind":"policy","claim":"Tech-support scams use fake security warnings, fake free scans and remote-access requests; phone scams use spoofed caller ID or trick you into dialing *72, which forwards your calls.","source":"https://help.astound.com/portal/articles/2157","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}