Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Astound Broadband powered by RCN has 17 locations, listed below.

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• 

  Astound Broadband powered by RCN

  650 College Rd E Ste 3100 Princeton, NJ 08540-6629

• 

  RCN Telecom Services

  518 Union Ave Framingham, MA 01702-5817

• 

  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

• 

  RCN

  7921 Woodruff Ct Springfield, VA 22151-2129

• 

  RCN

  2124 Avenue C Bethlehem, PA 18017-2120

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/15/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have applied for Astound service twice, and both times they scheduled technician visits, only to later inform me that service was not available at my address.Despite this, Astound continues to send me promotional mailers and advertisements stating that their fiber service is available and encouraging me to sign up. I have also filed two availability challenges with the *** National Broadband Map, both of which Astound conceded confirming service is not available. However, Astound has only updated the *** map for one unit out of more than 50 in my townhome complex, leaving the majority of my neighborhood incorrectly marked as served.This is misleading and frustrating for residents, wastes our time with technician appointments for service that does not exist, and makes it harder for policymakers to see where broadband is truly lacking.

  Business Response

  Date: 09/16/2025

  Spoke to Mr. ********** regarding concerns with the address's serviceable status, advised I have a ticket submitted for us to update this on our end, as well as opted out the mailing for this address so they won't receive any further ad mailer as requested. He had no other questions or concerns. 

  Customer Answer

  Date: 09/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I do end up getting mailers in the future after say October I will be filling a new complaint if the service continue to be unavailable.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:09/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trying to cancel services and cannot because phone numbers all go an automated system saying this service is currently unavailable.

  Business Response

  Date: 09/11/2025

  Spoke to the customer, went over reason for cancellation, due to pricing, declined offer to stay. Went over final billing, customer had stated a mailed payment was sent to take care of final balance. Educated equip return, sent shipping label.

• Initial Complaint

  Date:09/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business was paid and at no time was I in debt to them . The company has failed to take what the simple internet service that was being provide by astound broadband and manage the account properly they were asked to resolve the issue and . I made ever effort to work with them and as those the information that can be provided to assist this claim my complaints weren’t made with out there full knowledge to the company . My payment were submitted in receipt to the company there was was a flat rate that only ever changed from a prior account that I asked to disconnect because cause of some same issues . With no chose to other internet providers went back to the account this change nothing about their service and how they manage. The amounts were never late and was paid with a slight discretion of a month and that’s a given base on there issue of make making account management. My account has been none rectified and have a dept reflecting the collection agency not of True to any debt. I will provide documentation and records of what transpired and of the amount not true. 145.00 is not to any one .

  Business Response

  Date: 09/09/2025

  Spoke to the customer, went over the billing and advised of a pending credit of 84.00. Once posted, this will process as a refund. 

  Customer Answer

  Date: 09/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m attempting to request the credit be provided in the form that it would be able to be received they are as well as Bbb is aware that I no longer have services under Rcn by my request rcn has mismanaged the account on various of occasions. This is the second time they handled that account in a way. An amount was already fixed had no way of being fluctuated because it’s an Internet service. Nothing had changed always newly provided at any time.

  
  

  Nothing new was provided from their service and it baffled me as to how they even came up with a fluctuated rate and disruption my account where they already knew with the problem occurred and kept applying $100 debt and kept leaving off that bit of information of a debt or amount not agreed to ever month and different from what was due at any time told to me . Rcn handle this account which is with no unprofessionalism was misleading after wards I discontinued my services provided it to an credit bureau earlier than it was or not, even when it was due to be placed with a credit bureau debt collector

  and seem very untrustworthy. I’m also asking for a letter of apology because it was sent to a bill credit bureau for which it was never in a written underwrite off for a debt my account was never whatsoever

  During any time not concurrent of 60 days two billing cycles what is stated to be 30 to 60 to 90 days. Of not being paid.bill not paid during the time of having services concurrently or over a period of time that would put me in a default. I even paid my bill when .I did not have paid my bill with services I asked to be disconnected to show good faith so they can correct their issue, and they still did not do that and I had to come to a third-party their supervisor and then again bbb in order for them to see what negligence and stress was placed upon me for their mismanaging. 

  
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ******

  Business Response

  Date: 09/23/2025

  Reached out to the customer to go over billing and pending credit, no answer, left voicemail of how this will be refunded and provided dept contact.

  Customer Answer

  Date: 09/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2024 I cancelled my internet service with Astound. Since I was renting the router I needed to send the router back to avoid charge. I processed the return and sent via ***** label they provided on 6/17/24.I began getting emails from Astound saying I needed to return the equipment to avoid charge, to which I contacted them and provided the necessary tracking information proving I sent the equipment back. This should be annotated through the call/claim I filed with them. I did not get a response back which I presumed meant they found the equipment. Now in September of ********************************************************************************************************************* processing. I am refusing to pay on the fraudulent charge and this is impacting accurate financial reporting.

  Business Response

  Date: 09/08/2025

  Reached out to the customer regarding the unreturned charges and equipment information this related to. No answer, left voicemail and provided my **** contact.

• Initial Complaint

  Date:09/01/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I changed my service on July 3 and had an incredibly difficult problem with them getting my number ported out to a new carrier. They didnot cooperate and were very difficult to contact and to get them to actually do what we requested them to do which is to release the number it took about a week or two instead of a day furthermore than billing me for services that Im not getting anymore they refuse to me as a customer. Its very difficult to contact them and I asked them to stop billing me and they continue to bill me and Imno longer a customer

  Business Response

  Date: 09/05/2025

  Reached out to the customer regarding mobile port out concerns and billing. No answer, left voicemail and provided **** contact.

• Initial Complaint

  Date:08/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a customer for over 10 years on the current account and over 30 years under my ex husband’s name, this company requires me to call every year to request that my rate be lowered. The service is unreliable, consistently dropping service for short periods multiple times a day. Today, Aug 25th, I called to cancel and they first offered to lower the rate. I chose to continue with cancellation and was advised they wouldn’t cancel until 9-16 and that I would be receiving another monthly bill for service I requested to be cancelled and won’t be using. I then asked them if that was the case, the bill should be at the reduced rate they offered. I was the. Told they won’t reduce the rate for a customer they know is cancelling. This is not fair business..I’ve clearly been paying double what they charge new customers and now a being required to pay for services that I requested be cancelled and have stopped using.

  Business Response

  Date: 09/02/2025

  Reached out to the customer to go over options regarding rate and final billing. No answer, left voicemail with dept contact.

  Customer Answer

  Date: 09/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Astound charges vast amounts of money by surprise. My bill went from 131/month to 220/month. Ads in beginning not only stated they wouldnt do that but criticized all the cable companies that do. A $20 difference is nothing. Nearly $100 increase is borderline criminal in my opinion

  Business Response

  Date: 08/29/2025

  Reached out to the customer, no answer, unable to leave voicemail. There were recent changes that lowered the billing, wanted to follow up for any other questions or concerns.

• Initial Complaint

  Date:08/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The signal for our internet constantly stops operating, we have gone to the business and they have replaced the modem multiple times also rewired the home connection a couple of times. They are failing to fix the issue,and their customer service agents on the phone have been nothing but rude. I want this fixed

  Business Response

  Date: 08/25/2025

  Reached out to the customer, no answer, left voicemail advising of the work order for today, and I will follow up once completed to confirm how it went.

• Initial Complaint

  Date:08/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Astound Broadband (powered by RCN) for improper billing practices. I canceled my service today 8/16/25 and requested immediate termination. Despite this, Astound insists on charging me for the remainder of the monthly billing cycle for service I will not use. I do not authorize these charges. I have requested written confirmation of my account termination, and any continued billing will be disputed with my bank and reported to the *** and my state consumer protection office. I am seeking resolution and written confirmation that no charges will be applied beyond my cancellation date.

  Business Response

  Date: 08/22/2025

  Reached out to the customer to go over the data disconnect policy, no answer, left voicemail and provided department contact.

• Initial Complaint

  Date:08/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a credit on my June bill for restoration fee of $40 and financial services reversed the fee without any notification. I didn't find out that it was reversed until I reached out to inquire about a payment arrangement. I paid $148 on 6/26/2025. The service was never interrupted. They then stated the fee was for non-payment which is untrue as well. I noticed the $40 fee. The bill was credited. I then paid $111.00 which was what was listed as due. Both the customer service agent and supervisor admitted to the misinformation and rather than honor the credit to allow me to make the payment arrangement did nothing. I would like this rectified before the interruption date on 8/22/2025. I don't know how financial services is always allowed to adjust a bill without notification. This company preys on the poor and struggling.

  Business Response

  Date: 08/26/2025

  Reached out to the customer, no answer, left voicemail advising of honoring the sup waiver of restoral fee, and educated future fee (if applied) is valid and not waivable.