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

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

• 

  Astound Broadband by RCN

  28 West 23rd Street 11th Floor New York, NY 10010

• 

  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

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:05/19/2025

  Type:Product 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.

  Today (05-19-25) I terminated my service with Astound ISP. My billing cycle ends on the 3rd of each month. I was told that due to a change in their TOS last year, Astound no longer offers a rebate for used service upon termination which means that I will be continuing to pay Astound until the 3rd of June for service that I no longer have. Granted my service is $65.50 and a rebate would be approximately $32.75 but I still find this very unfair. Additionally, I am a senior living solely on Social Security and $32.75 is a sizable amount for me.

  Business Response

  Date: 05/27/2025

  I tried contacting the customer at the number provided in the ticket but the call went to voicemail. I left a voicemail with my department's contact information. Per Customer Terms and Conditions, customers that subscribe to ************************* and decide to disconnect the services, would owe until the end of the current billing cycle without proration.

• Initial Complaint

  Date:05/15/2025

  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 attempted to hook up internet service at my residence on April 1st 2025. It would not connect so I called astound and they said they needed to send somebody out. This was to fix a problem so why could it get internet. That day? I checked my mail and the bill was $16.93 higher than what I was quoted on the phone. So I called them back and told them just cancel everything. Don't send anybody out and cancel my service. I am still getting bills from them for $16.93. first of all I was lied to and told the bill would only be $20. Then it was $30 and now it's $46.93 and you only credited the $30, not the 1693 for service that I never had.

  Business Response

  Date: 05/21/2025

  I spoke to the customer regarding the issue with the bill. I applied compensation due to customer cancelling ******************** within 30 days.

• Initial Complaint

  Date:05/09/2025

  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 writing to formally express my deep dissatisfaction with Astound Broadband regarding a deceptive and unacceptable billing practice.I was signed up for a $20/month internet plan, as clearly advertised and agreed upon at the time of enrollment. However, my final bill was $50more than double the agreed-upon rate. Upon closer inspection, I discovered that:$20 of this amount is listed under taxes with no breakdown provided, and A separate, unexplained $16.95 charge is labeled as an 'Internet Infrastructure Fee'a made-up, non-governmental surcharge that was never disclosed or mentioned during the signup process.This is not only misleading and unethical, it borders on fraudulent ************** make matters worse, Astounds customer service is among the worst I have encountered:Agents repeatedly refuse to acknowledge direct questions,Show no empathy, and Disconnect chats abruptly without resolving issues.This experience has shown a total lack of professionalism, transparency, and accountability. Astound Broadbands conduct is unfair, deceptive, and exploitativeespecially for customers looking for reliable, affordable service.I am demanding a full investigation into these billing practices and urge others to avoid Astound Broadband at all costs.

  Business Response

  Date: 05/15/2025

  I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

• Initial Complaint

  Date:05/09/2025

  Type:Product 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.

  On 4/18/25 i contacted Astound to cancel my internet services. During the chat I was told I wouldn't receive a prorated refund for the unused portion of the current billing cycle. However I was not informed that the company would continue to bill me for an additional full billing cycle after my cancellation date. Despite canceling services on 4/18 I was still charged on 5/9 for a full billing cycle even though I am no longer receiving or using the services. This is an unfair and deceptive billing practice, as I was never told i would be responsible for another month of charges beyond my cancellation. I am seeking a full refund of the 5/9 charges and confirmation my service was terminated.

  Business Response

  Date: 05/15/2025

  I spoke to the customer regarding the complaint. Per Customer Terms and Conditions, Customers with ******************** only accounts, that decide to disconnect services, are charged until the end of the current billing cycle without proration. 

• Initial Complaint

  Date:05/08/2025

  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 sign agreement for internet service for ***** a month. I have been charged 3 time amount monthly.

  Business Response

  Date: 05/15/2025

  I tried contacting the customer at the number on the ticket but the operator stated the phone was unavailable at this time and to try again later. I was unable to leave a voicemail.

• Initial Complaint

  Date:05/06/2025

  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 increase my rate by 25% from $60.86 to $76.16 per month. I called and cancelled my phone service with Astound starting with the month of May. I was told that my bill would drop to $45.30 per month. I received my bill for May and it is $70.56. I called to dispute the May bill as incorrect and the representative and her supervisor told me there was nothing they could do to adjust my bill.

  Business Response

  Date: 05/12/2025

  I tried contacting the number on the ticket but there was just a busy signal. Could not leave a voicemail.

  Customer Answer

  Date: 05/14/2025

  
  Complaint: 23293971
  
  I am rejecting this response because my phone was disconnected by Astound and the number that they have on file is no longer available. I can be reached at ************
  
  
  
  Regards,
  
  ******* ********

  Business Response

  Date: 05/21/2025

  I tried contacting the customer with the updated phone number but the call went to voicemail. I left a voicemail with my department's contact information and applied compensation to the account as a one time courtesy.

  Customer Answer

  Date: 05/22/2025

  
  Complaint: 23293971
  
  I am rejecting this response because the compensation is not adequate. Account was only credited $20 against a bill error of $70. For all my aggravation, I request Astound provide me with 3 months of free service at a minimum. I spent over 3 hours on the multiple phone calls trying to resolve the billing issue with customer service. Rather than resolve my billing issue, they tried to sell me mobile phone service. On two occasions, I was promised that a supervisor/manager would call me back within 24 hours, but never received a phone call. Astound customer service is terrible and I request adequate compensation for billing errors and all the time I wasted trying to resolve the issue directly with Astound.
  
  Regards,
  
  ******* ********

  Business Response

  Date: 05/27/2025

  I spoke to the customer regarding his issue with the bill. I explained how the bill prorated due to the removal of the phone and modem service. I provided compensation to bring his service to a $0 balance. I also am providing additional credit to the account for the time he spent speaking to customer service. 

  Customer Answer

  Date: 05/31/2025

  
  Complaint: 23293971
  
  I am rejecting this response because: Compensation for my aggravation and time I wasted resolving this billing issue is insufficient. I spent over 5 hours getting my bill corrected and only after I filed a complaint with the BBB and PUC. Compensation was only $20. Not sufficient for my time and aggravation. 
  
  
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/05/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  After submitting our first complaint with BBB, we received an immediate call back from astound letting us know they found our equipment that was reported missing three months prior. However, nothing has been done about this. Theres been no credit on our account and the item has not been returned to us.

  Business Response

  Date: 05/12/2025

  I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 05/14/2025

  
  Complaint: 23286824
  
  I am rejecting this response because:
  
  There was no voicemail message or call made to ************ indicating any resolution to this matter. No credit issued, no equipment returned. This should not involve the hours and frustration to get our personal equipment returned or credited. If list or taken in error, they need to acknowledge that in a letter with a refund check or the equipment sent to our home. If this drags on any longer there will be criminal charges of theft reported.

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

  Business Response

  Date: 05/23/2025

  I tried reaching out to the customer regarding the issue but the call went to voicemail. I left a voicemail regarding what I am doing to escalate the issue and my contact number if she has any questions while I am trying to get this issue resolved.

  Customer Answer

  Date: 06/06/2025

  
  Complaint: 23286824
  
  I am rejecting this response because:
  
  They have not resolved or addressed the issue. Other than to say they are still looking into this. Im not going to respond to those messages. There is nothing for me to say they keep looking into it, but nothing is done. I have no refund no equipment and no help from them. I will now be reporting Astound Broadband to the *** immediately.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair 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 a mobile service through Astound. I signed up and paid for international calling and international roaming for my son's phone. Neither one is working. I have been trying for a week to get it fixed. The Astound customer service hangs up on me constantly. I have to call back about five times each time I am trying to get help. We have followed every instruction that they give, and the phone still does not do international calling. They will not fix it. They are never available to help when I call. I am requesting that they give me a direct number to reach the technical support escalation team, that they fix the international calling and international roaming right away, and that they refund all of the money I have paid for international calling and international roaming so far, since it has not worked.

  Business Response

  Date: 05/08/2025

  I attempted to contact the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 05/09/2025

  
  Complaint: 23284852
  
  I am rejecting this response because: I did not receive any voicemail.  I am requesting that the company correct the problems with their mobile service so that my son can use Astound to call international and receive texts/voicemails while he is in *******  I have spent hours on the phone with them and given them detailed instructions how to reach my son on his Israeli number and on email.

  I am at work during the business day and I have no access to my phone during the business day.  I need a direct line and a day and time when I can reach the person who can actually fix the problem.  

  I further requested a full refund for any international fees, since we have had NO international calling nor international roaming during my son's trip.

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

  Business Response

  Date: 05/19/2025

  I spoke to the customer regarding the issue with the phone. We went over some possible reasons why the phone wasn't working with us and troubleshooting tips. The Customer asked for the mobile transfer pin from ******************** earlier in the day. Services have been transferred to another company. 

  Customer Answer

  Date: 05/19/2025

  
  Complaint: 23284852
  
  I am rejecting this response because: I have not received the promised refund of $4.80 for international calling and international roaming, since those services never worked.  I will drop the case as soon as I receive the refund.  Thank you.
  
  Regards,
  
  ****** ********

  Business Response

  Date: 05/27/2025

  I tried to contact the customer regarding her issue but the call went to voicemail. I left a voicemail with my department's contact number and informed the customer that the compensation has been applied.

  Customer Answer

  Date: 05/30/2025

  
  
  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.  I have received the refund. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/02/2025

  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 writing this complaint concerning my bill!! When I signed up over the phone I was promised a discount if I signed up for auto pay and my bill does not reflect that. Your representative is giving false information which is disappointing!!

  Business Response

  Date: 05/06/2025

  I spoke to the customer regarding the issue with his bill. Educated the customer on the autopay/paperless billing discount but customer has declined paperless billing at this time. Cx is aware they can receive the discount once they are on autopay and paperless billing

• Initial Complaint

  Date:05/01/2025

  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.

  I have been an Astound/RCN client for 8 years. Decided to discontinue my bundled (internet/cable) service in October 2023, as the cost had steadily increased without notice to the point it was 3X what was being offered to new customers. However, they offered a deal to keep me as an internet customer. I agreed to the following terms: 2 year, no contract, 660MBS internet service for $50/month. This was a FLAT RATE INCLUSIVE OF EVERYTHING including equipment, taxes, surcharges, and fees. I asked them multiple times to confirm their pledge because "equipment, taxes, surcharges, and fees" were the source of the tripling cost over the years. Year one was fine. Since October 2024, the price has started to increase. Every month I'd call to complain and every month they'd credit me to reflect the correct amount - until they stopped crediting me and began listing "PAST DUE" for the increased costs. I called multiple times and was promised a call back from management - never happened. I filed an *** complaint in March ************************************** to resolve the issue within 30 days. Never happened. Finally, I called their ********************* Number (which I received after filing a similar FCC complaint about the same shady practice in 2021 - they didn't hold up their end of the settlement which is why I cancelled the cable). Escalation *** said they raised the costs because they didn't know Illinois would raise taxes - so what? If Illinois decreased taxes, I wouldn't have received a discount. He promised to correct the situation - this latest bill was STILL INCORRECT. So once more, I'm never sure what my bill will be - except it won't be correct. I have given up calling them about this - a waste of my time. I will follow up with *** and file a complaint with the ****I want it known that this company is chronically dishonest.

  Business Response

  Date: 05/05/2025

  I tried contacting the customer at the number provided on the account but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 05/05/2025

  [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 spoken to the business representative, and he has assured me the problem has been corrected, in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me.  It remains to be seen if they comply through the end of the service period in the fall.   If past is prologue with Astound/RCN, I have doubts.  We shall see.  Thank you for interceding.  
  
  Regards,
  
  ******* *******