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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Astound Broadband powered by RCN

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

• 

  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN

  7921 Woodruff Ct Springfield, VA 22151-2129

• 

  RCN

  196 Van Buren St Ste 300 Herndon, VA 20170-5337

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:07/01/2025

  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.

  My bill went up $14 this month. This is because I ordered an extra service which requires special equipment (equipment to extend the signal to other parts of the house). They are happy to charge me the extra money but never sent me the equipment. Why should I pay for something I don't have? Were they hoping I would just forget?

  Business Response

  Date: 07/07/2025

  Called the customer, no answer, left a voicemail advising of the rate increase, this is not related to the Eero equipment not yet received. Also went over the shipment of the Eero equipment as well. Left contact for my department. 

  Customer Answer

  Date: 07/10/2025

  [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.

   

  I did get the phone message. Thank you.

  What should I do to lower cost?
  
  Regards,
  
  ******* ***********

• Initial Complaint

  Date:06/27/2025

  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 canceled my Internet service and went to the local office in ********** MA to return my Modem as directed. The representative told me I still had two digital boxes ($80 each - totally &180) still on my account. I had 100% definitely returned these boxes over two years ago in their equipment drop off box at the ********** office when I canceled the cable portion of my service. These should have been credited long ago. The person working in ********** told me I had to call Astound customer service. I called right away ( today - July 27, 2025) and they refused to take the equipment off the account and issue the proper credit to zero out the account. I am only asking them to to give me the proper credit for equipment I returned. I clearly remember doing so and would have no reason to to hang on to these boxes. I feel they are being difficult because I am canceling my Internet service. I simply don't want to be responsible for erroneous charges due to their incompetence. I am hoping the BBB can help resolve this. I don't want their mistake to affect my credit rating. Folks - Astound is bad news. Stay away!

  Business Response

  Date: 07/03/2025

  Spoke to the customer. Went over the unreturned fees and that because this looks to be paid on a past billing, there is no outstanding balance that will be reported to any collections. Advised there was a case that was worked and resolved in getting the equipment removed from the account, so they will receive a new final billing to show a credit for the unreturned equipment charges. 

  Customer Answer

  Date: 07/10/2025

  [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:06/25/2025

  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.

  My Father and I have been with RCN for over 5 years. He is hard of hearing so I do the talking for him. Our bill was getting high and this is after we lowered our internet speed and got rid of Showtime on our cable. I called and spoke to Kayla about this issue in August of 2024. She told me she would lock us into a rate of $177.16 for 2 years. I asked if it would go higher for any reason and she assured me and even laughed that it would not. Less than a year later the bill went up almost $20. I called on 6/16/25 to get this rectified and spoke to Nicola. She said they would review the phone call and if I was indeed told that we would be locked into that price than they would honor the amount. She said I would hear back within 48 hours. Three days later and I did not hear back, so I called again and spoke with a Supervisor named Darnasja. She said they cannot review phone calls that far back and didn't know why Nicola would tell me that. She couldn't say why we never received a call. She then said she would find out if they could adjust our payments back to the promised price and I would hear back in 48 hours. Again we never received a call back and our bill was coming due. I called one last time and this time was told there was no Supervisor available for me to talk to and they would not adjust the bill. Obviously I was lied to on multiple occasions regarding price, call backs and reviewing the past call. They will not honor what one of their reps. told us and probably did listen to the past call and don't want to admit that they are wrong. Either way, I can no longer trust this company and neither should anyone else. They do not keep their word and provide horrible customer service. We are now looking into other options. This is not how a reputable company acts or responds. It is outrageous to me that they would disregard what we were told for their own benefit and profit. They do not put the customer first. They are a dishonorable and untrustworthy company.

  Business Response

  Date: 07/01/2025

  Spoke to the customer, went over the reason for the increase, did find a promotion to bring down the billing to honored pricing, advised good until June 2026. Educated the customer on a loyalty credit they have that may change in August that can be followed up on if needed. No other questions or concerns. 

  Customer Answer

  Date: 07/02/2025

  [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:06/24/2025

  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.

  Every 4 to 5 months Astound continues to increase the cost of my basic television service by at least 15 dollars. I did not agree nor was I ever told that they would increase the cost of this plan every 4 months. Their service is horrible. I am constantly having my television service interrupted and the channel having to reload. Yet despite this horrible service and the inability to improve the connection they want to make me pay more every 4 to 5 months. This is wrong. I want a refund of 60 dollars for the cost increase over the past, increase I did not agree to. They were very misleading when we first signed up. They were eager to get our business but never mentioned we would have to constantly pay more every 4 to 5 months, This is plain out fraud.

  Business Response

  Date: 07/01/2025

  Reached out to the customer to go over billing concerns and notices, as well as options to lower the rate. No answer, left voicemail with department contact information.

• Initial Complaint

  Date:06/21/2025

  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.

  We have used Astound Broadband for years and have been pleased with them. We have even recruited customers in our family and friends circle. Unfortunately, we have been experiencing service issues for the last several months. Multiple call-ins for re-boots and adjustments were made, and we even had technicians come to our house twiceeach one promising the issue was resolved, although it never was. Regrettably, we decided to look for another provider. That provider initiated service on June 20, 2025. When we called to close our account, Brie (who by the way was very nice and professional) told us Astound policy required us to pay for the entire month, and they did not prorate. If I did not pay the entire $94.70 of my monthly bill, I would be sent to a collection agent. This account closure was not a result of price shopping. It was a result of a bad product/service for several months that we repeatedly tried to resolve. We have a good case to consider a partial refund on those months we did not receive the expected service received for many previous years. I am not currently considering that. RCN/Astound was a very good provider for multiple years. For whatever reason, that changed. Respectfully and regrettably, I looked for a new provider. I am more than happy to pay for the services I received. In fact, I already have. I submitted a payment based on the prorated days I used their service and equipment. BUTI am completely against paying for services I did not receive or did not want, especially considering previous services were subpar. As stated, I closed the relationship with Astound both with regret and respect. I would hope the Astound Broadband company would do the same for me by crediting the remaining balance of my bill ($55.51)for unused services.

  Business Response

  Date: 06/26/2025

  Reached out to the customer, no answer, left voicemail advising a review of the billing and final balance, and out of service credit applied.

• Initial Complaint

  Date:06/20/2025

  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.

  COMPLAINT TYPE: Billing/Collection Issue COMPANY NAME: Astound Broadband ACCOUNT NUMBER: *************** COMPLAINT:I signed up for Astound Broadband after speaking with both a phone representative and a chat agent who explicitly quoted me a monthly price of $30/month. However, I have been consistently billed $70/month, more than twice the promised amount.I later called to cancel my account and was told it would be canceled at the end of the billing cycle. Despite this, I was billed again without consent, and my account remained active.I attempted resolution through phone support, chat support, and written communicationincluding formal complaints to Astounds legal team and senior management. None of these efforts received a response.The only record of the promised $30/month rate exists in the recorded chat transcripts and phone calls that Astound itself maintains. Since Astound records and retains these communications, I am requesting that they review these records to confirm what I was told.COMPLAINT SUMMARY:Misrepresentation of pricing during sign-up Unauthorized billing after cancellation Failure to respond to written dispute Exclusive control of evidence supporting my claim REQUESTED RESOLUTION:---A refund of all amounts billed in excess of the quoted $30/month ---A refund of any charges after my cancellation ---At this point, due to the extended nature of being unable to have home internet as a result for over a month (which has impacted my work), compensation for that month.---A better way to contact persons who are actually able to resolve customer disputes. All employees I contacted either via the chatbox or phone said they were unable to escalate or address any of my concerns, and offered no alternative means of escalation.

  Business Response

  Date: 06/26/2025

  Reached out to the customer, no answer, left a voicemail advising of the billing correction credit and expectation for new final bill to reflect this which will then process a refund.

• Initial Complaint

  Date:06/19/2025

  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 terminated my RCN / Astound account, effective June 2025, and returned all equipment 2 weeks later. I know that all equipment was returned because I spoke to 2 different people and confirmed each piece: 2 small black boxes, 1 larger black box & 2 eero boxes, all with cords, except for 1 eero that was a plug-in device. RCN claimed to have only received 1 eero box, not 2. I’ve provided the **** tracking and receipt numbers. They want to charge me $130 for a missing piece of equipment that was 100% returned

  Business Response

  Date: 06/26/2025

  Reached out to the customer regarding unreturned equipment charge, No answer, left voicemail advising this is resolved and will see updated balance in 24 to 48 hours.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:

  RCN/Astound told me they would conduct an investigation and call with results, which they never did. I followed up with RCN via email on June 20 and again on June 30. I received an email response from RCN on July 1 that they had removed the equipment charge, leaving me with a $0 balance. 
  
  
  
  I have reviewed the response made by RCN in reference to complaint ID ********, and despite RCN claiming to have left me a voicemail, which they did not, they did remove the erroneous equipment charge. This has been an unnecessary headache, and I am betting that others who did not go to the lengths that I did to report them & follow up repeatedly did not get the same results. However, in this case, RCN removed the charge, and this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****  

• Initial Complaint

  Date:06/19/2025

  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.

  I paid over $100 for installation which it was installed improperly and i lost service several times and lost customers and had to shut down my store on a busy friday , I lost over $300 of business, ontop of that i was not given the gift card for switching from ******** I was not told the stipulations of gift card over the phone my sales exec. I was told by customer servic etwo differen treasons why I can get it which neither was told to me at time of sale. Autopay not setup , another *** told me that was untrue that because my bill went past due.after losing business they had to install the line properly , first time was too low and there was interference. I called to cancel but i was told i need to keep service and be billed another month for poor service. So considering ******* charges a month in advance if i cancelled I would have to pay a bill in advance,so thats paying 3 bills for switching . So i was lied to duped and taken advantageof by this company

  Business Response

  Date: 06/26/2025

  We had our business team assist with this, called customer about the gift card issues with the internet not being installed correctly. Email sent regarding gift card portion and waived the two install fees. Customer is happy they took care of those issues and is fine now that all is working okay for him.

• Initial Complaint

  Date:06/18/2025

  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.

  We became a customer of ******************** at our residence in 2023. We experienced very limited issues until recently.-On 6/9/2025 Astound installed service in Unit 3 of our building -During that installation they damaged something causing our fiber to cut out -On the evening of 6/9 we reached out to them & were told it was just an outage and to be patient -We received no further *********************** was not restored On 6/10 my wife called in and they told us it was not related to an ************ would send a technician -Technician came on 6/11 but failed to fix and alluded to someone breaking something on the street side & that he would schedule the specialit to fix, once agian no further communication -I happened to log into my account on 6/12 and found the appoinment was scheduled for 6/18 they refused to accelerate & on 6/18 no one called or showed up. Our internet remains down and no one will help us get someone onsite to fix.

  Business Response

  Date: 06/25/2025

  I called the customer to go over the service issue concerns. I also sent email to local market to take a look into this issue as well. No answer from the customer call, left voicemail. Will plan to make contact again when local market responds with an update.

• Initial Complaint

  Date:06/12/2025

  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.

  Besides frequently dropping service....I am on autopay. Yet again they messed up and they say I owe a small amount of money from the previous billing cycle. I have tried 4 different phone numbers for them, and they all make you go thru a bunch of steps then say "I can't hear you. Please go online". Even when I have the option to press 0, it still says it can't hear me.They provide abysmal service here, but they are about the only choice where I live.Please ask them to fix their customer service phone system.

  Business Response

  Date: 06/17/2025

  Reached out to the customer, no answer, unable to leave a voicemail to advise confirmation of no past due balance.