Quick Summary #
- Recommended method: Phone at 1-800-427-8686 (24/7 availability)
- Early termination fee: None (no contracts required)
- Equipment return deadline: 15 days after cancellation
- Monthly equipment rental: $8-$10/month for modems; charges apply if unreturned
Alternatives Before Canceling #
Pause/Suspend Service #
Customers in good standing may pause service temporarily during moves or financial hardship, though terms vary.
Reduce Your Bill/Downgrade #
Options include:
- Switching to slower internet speeds at lower costs
- Removing premium services or TV add-ons
- Bringing your own modem to save $8-$10 monthly
Transfer Service (for relocations) #
Available within Astound service areas (Boston, NYC, Chicago, LA, DC, Philadelphia metros). Call to check availability.
Negotiate Retention Offers #
Representatives may offer promotional pricing or temporary discounts, typically expiring after 12 months.
Cancellation Methods #
Phone Cancellation (Recommended) #
Contact: 1-800-427-8686 | Hours: 24/7
Preparation:
- Have account number ready
- Know billing address
- Be prepared with cancellation reason
- Know preferred cancellation date
Process:
- Navigate automated menus to reach representative
- Provide identity verification details
- Expect retention offers; remain firm if decided
- Confirm cancellation date and final bill amount
- Obtain confirmation number and representative name
- Request equipment return instructions
Result: Immediate cancellation effective at billing cycle end
Online/Live Chat #
Website: astound.com/contact-us | Hours: Business hours
Select “Contact Us,” choose live chat, type “Cancel Service,” and follow same procedures as phone cancellation.
In-Person Cancellation #
Visit local Astound offices. Call first to confirm location accepts cancellations, verify hours, and check equipment return options.
Required documents:
- Photo ID
- Recent bill
- Equipment (if returning same visit)
Cancellation Fees Overview #
Early Termination Fees #
None charged—Astound requires no contracts for service.
Equipment Return Requirements #
All company-owned equipment must return within 15 days of disconnection:
- Cable modems (DOCSIS 3.0 and 3.1)
- WiFi routers/modem combinations
- TiVo DVR boxes
- HD/digital converter boxes
- Enhanced Whole Home WiFi equipment
- All cables, adapters, remotes
Equipment Return Fees #
| Equipment Type | Monthly Fee |
|---|---|
| Standard WiFi & Modem (DOCSIS 3.0) | $8.00 |
| Standard WiFi & Gig Modem (DOCSIS 3.1) | $10.00 |
| Enhanced Whole Home WiFi | $9.95 |
| Additional eero devices | $5.00 each |
| TiVo DVR boxes | Varies by model |
Other Charges #
- Prorated charges: Service used through cancellation date
- Technician pickup fee: May apply if requesting home pickup
Equipment Return Process #
Step 1: Schedule Disconnection #
Call 1-800-427-8686 to initiate work order and begin 15-day return countdown.
Step 2: Choose Return Method #
Local Office Return
- Call first to confirm location accepts returns
- Bring photo ID
- Obtain receipt confirming return
FedEx Return (Free)
- Request prepaid shipping label when canceling
- Package securely
- Drop off at FedEx or schedule pickup
- Keep tracking information
Technician Pickup
- Available for fee
- Must schedule through customer service
- Technician provides receipt
Step 3: Document Everything #
- Photograph equipment before shipping
- Retain all tracking info and receipts
- Keep documentation until final bill verification
Common Problems & Solutions #
| Problem | Solution |
|---|---|
| Long hold times | Call early morning (6-8 AM) or late evening (after 8 PM) |
| Retention pressure | State clearly: “I appreciate offers but need to cancel today” |
| Charged for returned equipment | Contact service with tracking/receipt; file utilities complaint if unresolved |
| Unexpected final bill charges | Review carefully and dispute within 180 days of invoice date |
| Service continues after cancellation | Call immediately to confirm processing; document interactions |
| Difficulty reaching cancellation dept | Tell automated system “Cancel service”; request direct number if transferred repeatedly |
Cancellation Tips #
- Call during business hours (9 AM-5 PM weekdays) for fastest service
- Have account information ready before calling
- Expect retention offers but stay focused
- Document all confirmation numbers and representative names
- Return equipment promptly to avoid charges
- Photograph equipment before mailing
- Keep receipts and tracking until final bill settles
- Follow up within 24-48 hours if no confirmation received
After Cancellation #
Final Bill Information #
Includes:
- Prorated service charges through cancellation date
- Outstanding equipment rental fees
- Applicable taxes and fees
- Credits for any overpayments
Generated typically within 1-2 billing cycles.
Account Closure Confirmation #
Written confirmation sent within 1-2 weeks. Contact service if not received.
Data Retention #
Astound retains account information for billing and legal purposes. Contact customer service for specific deletion inquiries.
Re-activation #
After 60+ days, you may be considered a new customer and eligible for promotional offers.
Frequently Asked Questions #
Q: Advance notice required? A: No, cancel anytime. Effective at billing cycle end unless requesting immediate disconnection.
Q: Get refund for current month? A: No, full month charged even if canceling mid-cycle. Exception: cancellations within 30 days of activation may qualify for refund.
Q: Cancel online without calling? A: No, representatives must process via phone or live chat. Email/form cancellations unavailable.
Q: Moving outside service area? A: Valid reason for fee-free cancellation. Mention when calling.
Q: Cancel partial services (TV but keep internet)? A: Yes, individual services can be canceled while retaining others.
Q: Not return equipment? A: Full replacement costs charged per rate schedule ($50-$200+ depending on equipment).
Escalation & Regulatory Resources #
Escalation Options #
- Request supervisor during call
- Get reference number for request
- Follow up in writing via email
- Document all interactions with dates/times
Regulatory Complaints #
- FCC: consumercomplaints.fcc.gov
- State Public Utilities Commission: File state regulatory complaint
- Better Business Bureau: bbb.org
Consumer Protection #
- Federal Trade Commission: ftc.gov
- State Attorney General: Consumer protection office
- Local advocacy groups: Free consumer assistance programs
Disclaimer: Policies current as of September 2025 and subject to change. Verify directly with provider.