How to Cancel Your Astound Broadband Service

Quick Summary

  • Best for most people: Call 1-800-427-8686 (available 24/7)
  • Early termination fee: None – Astound doesn’t require contracts
  • Equipment return deadline: 15 days after cancellation
  • Monthly equipment rental: $8-$10/month for modems; charges apply if not returned

Before You Cancel: Consider These Alternatives

Before proceeding with full cancellation, Astound offers several alternatives that might address your concerns without ending your service entirely.

Pause/Suspend Service

If you’re temporarily moving or facing financial hardship, ask about pausing your service. This may be available for customers in good standing, though specific terms vary by situation.

Reduce Your Bill/Downgrade

Astound offers various speed tiers starting at lower price points. You can:

  • Downgrade to a slower internet speed to reduce monthly costs
  • Remove premium services like enhanced WiFi or TV add-ons
  • Switch from equipment rental to bringing your own modem (saving $8-$10/month)

Transfer Service (for moves)

If you’re moving within Astound’s service areas (Boston, NYC, Chicago, LA, DC, or Philadelphia metros), you can transfer your service to your new address. Call 1-800-427-8686 to check availability and schedule installation.

Negotiate Retention Offers

When you call to cancel, Astound may offer promotional pricing or discounts to retain you as a customer. These offers can include temporary price reductions or free premium services. However, remember that any promotional pricing typically expires after 12 months.

How to Cancel Your Astound Broadband Account

Astound provides several methods to cancel your service. Phone cancellation is typically the most efficient for residential customers.

Phone Cancellation (Recommended)

Phone: 1-800-427-8686
Hours: 24/7, including weekends and holidays

Before you call:

  • Have your account number ready (found on your bill)
  • Your billing address and the name on the account
  • Be prepared to provide a reason for cancellation
  • Know your preferred cancellation date

What to expect:

  1. You’ll navigate through automated menus – select the option to speak with a representative
  2. The representative will verify your identity using account information
  3. They will likely ask why you’re canceling and may offer retention deals
  4. Be polite but firm: “I appreciate the offers, but I need to cancel my service today”
  5. Confirm the cancellation date and final bill amount
  6. Ask for a confirmation number and the representative’s name
  7. Get detailed instructions for equipment return

Processing time: Immediate cancellation effective at the end of your current billing cycle

Online/Live Chat

Website: astound.com/contact-us
Hours: Available during business hours

Process:

  1. Visit the Astound website and click on “Contact Us”
  2. Select the live chat option (typically in the bottom right corner)
  3. Type “Cancel Service” when connected with an agent
  4. Provide your account details when requested
  5. Follow the same process as phone cancellation

Note: Live chat may have longer wait times than phone support, and complex issues are often transferred to phone representatives.

In-Person Cancellation

You can visit local Astound offices to cancel service in person. Call 1-800-427-8686 first to:

  • Confirm the office location accepts cancellation requests
  • Verify hours and bring required documentation
  • Check if you can return equipment at the same visit

What to bring:

  • Government-issued photo ID
  • Recent Astound bill
  • All equipment to be returned (if possible)

Understanding Astound Broadband Cancellation Fees

Early Termination Fees

Good news: Astound does not charge early termination fees because they don’t require contracts. You can cancel at any time without penalty.

Equipment Return Requirements

You must return all Astound-owned equipment within 15 days of your service disconnection date.

Equipment that must be returned:

  • Cable modems (DOCSIS 3.0 and 3.1 models)
  • WiFi routers and modem/router combinations
  • TiVo DVR boxes (2-tuner, 4-tuner, 6-tuner)
  • HD converter boxes and digital converter boxes
  • Enhanced Whole Home WiFi equipment (eero devices)
  • All cables, power adapters, and remotes

Equipment Return Fees

If you fail to return equipment within 15 days or return damaged equipment, you’ll be charged replacement costs according to Astound’s current rate schedule.

Monthly equipment rental rates (charged if not returned):

Equipment TypeMonthly FeeStandard WiFi & Modem (DOCSIS 3.0)$8.00Standard WiFi & Gig Modem (DOCSIS 3.1)$10.00Enhanced Whole Home WiFi$9.95Additional eero devices$5.00 eachTiVo DVR boxesVaries by model

Other Fees

Prorated charges: You’ll be charged for the days you used service in your final billing period. Astound does not provide refunds for unused portions of the month.

Technician pickup fee: If you request a technician to pick up equipment from your home, additional fees may apply.

Equipment Return Process

Step 1: Schedule Disconnection

Call 1-800-427-8686 to schedule your service disconnection. This creates the work order that starts your 15-day equipment return countdown.

Step 2: Choose Return Method

Option A: Return to Local Office

  • Call first to confirm the location accepts equipment returns
  • Bring a government-issued photo ID
  • Get a receipt confirming the return
  • Most convenient option if you have a nearby location

Option B: FedEx Return (Free)

  • Request a prepaid FedEx shipping label when you call to cancel
  • Package equipment securely with original packaging if available
  • Drop off at any FedEx location or schedule pickup
  • Keep tracking information until charges are resolved

Option C: Technician Pickup

  • Available for a fee (amount varies)
  • Must be scheduled through customer service
  • Technician will provide receipt upon pickup

Step 3: Document Everything

  • Take photos of equipment before shipping
  • Keep all tracking information and receipts
  • Save documentation until you confirm no equipment charges on your final bill

Common Cancellation Problems and Solutions

Problem: Long hold times when calling customer service
Solution: Try calling early morning (6-8 AM) or late evening (after 8 PM) for shorter waits. Live chat may also be faster during peak hours.

Problem: Representative offers multiple retention deals and won’t process cancellation
Solution: Remain polite but firm. Say “I understand you have offers available, but I’ve made my decision to cancel. Please process my cancellation today.” Ask to speak with a supervisor if needed.

Problem: Being charged for unreturned equipment you believe you returned
Solution: Contact customer service immediately with your tracking information or return receipt. Provide photos of the equipment if available. File a complaint with your state’s public utilities commission if unresolved.

Problem: Unexpected fees on final bill
Solution: Review the bill carefully and call 1-800-427-8686 to dispute any charges you don’t understand. You have 180 days from the invoice date to dispute charges.

Problem: Service continues after cancellation date
Solution: Call immediately to confirm cancellation was processed. Document the call and request a supervisor if the issue isn’t resolved promptly.

Problem: Difficulty reaching the cancellation department
Solution: When calling, clearly state “I need to cancel my service” to the automated system. If transferred multiple times, ask for a direct number to the cancellation department.

Tips for a Smooth Cancellation

  • Call during business hours for the fastest service, typically 9 AM to 5 PM on weekdays
  • Have all account information ready before calling to minimize hold time
  • Be prepared for retention offers but stay focused on your goal if you’ve decided to cancel
  • Document everything including confirmation numbers, representative names, and call times
  • Return equipment promptly to avoid unnecessary charges
  • Take photos of equipment before returning it via mail
  • Keep all receipts and tracking information until your final bill is settled
  • Follow up if you don’t receive cancellation confirmation within 24-48 hours

After Cancellation

Final Bill Information

Your final bill will include:

  • Charges for service used through your cancellation date (prorated)
  • Any outstanding equipment rental fees
  • Applicable taxes and fees
  • Credits for any overpayments

Payment timeline: Your final bill is typically generated within 1-2 billing cycles after cancellation.

Account Closure Confirmation

Within 1-2 weeks of cancellation, you should receive written confirmation that your account has been closed. Contact customer service if you don’t receive this confirmation.

Data Retention Policies

Astound may retain certain account information for billing and legal purposes. Contact customer service if you have specific questions about data retention or deletion.

Re-activation Policies

If you want to restore service later, you may be considered a new customer if it’s been more than 60 days since cancellation. This could make you eligible for new customer promotions.

Frequently Asked Questions

Q: Do I need to give advance notice to cancel?
A: No, you can cancel at any time. However, your cancellation will be effective at the end of your current billing period unless you request immediate disconnection.

Q: Will I get a refund for the current month?
A: No, Astound charges for the full month even if you cancel mid-cycle. However, if you cancel within 30 days of initial activation, you may be eligible for a refund.

Q: Can I cancel online without calling?
A: Currently, cancellation requires speaking with a representative either by phone or live chat. Email and online form cancellations are not available.

Q: What if I’m moving outside Astound’s service area?
A: This is typically considered a valid reason for fee-free cancellation. Mention your move when calling to cancel.

Q: Can I cancel just part of my service (like TV but keep internet)?
A: Yes, you can cancel individual services while keeping others. Call customer service to make these changes.

Q: What happens if I don’t return the equipment?
A: You’ll be charged the full replacement cost according to Astound’s current rate schedule. These charges can range from $50-$200+ depending on the equipment.

Need Help?

Escalation Options

If you’re having trouble with the standard cancellation process:

  1. Ask for a supervisor during your call
  2. Request a reference number for your cancellation request
  3. Follow up in writing by emailing customer service
  4. Document all interactions including dates, times, and representative names

Regulatory Complaint Options

If Astound fails to process your cancellation or improperly charges fees:

  • FCC Consumer Complaint Center: consumercomplaints.fcc.gov
  • State Public Utilities Commission: File complaints with your state’s regulatory body
  • Better Business Bureau: bbb.org for business practice complaints

Consumer Protection Resources

  • Federal Trade Commission: ftc.gov for billing disputes and deceptive practices
  • State Attorney General: Contact your state’s consumer protection office
  • Local consumer advocacy groups: Many cities have free consumer assistance programs

Disclaimer: This guide is based on Astound Broadband’s policies as of September 2025. Policies and fees may change. Always verify current terms directly with Astound at 1-800-427-8686 or astound.com before making decisions about your service.