Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

749 total complaints in the last 3 years.
285 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/10/2025
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 called to cancel my internet service on October 21st the next billing cycle began on the 23rd. I was told they would not cancel it until the 31st. This took me into the next billing cycle and they want the full amount for that month. I wanted to canceled by the 23rd and now they want an extra month payment for something I haven't used.
Business Response
Date: 11/12/2025
Spoke to the customer, went over their billing cycle dates and that the 23rd just being the monthly due date for payments. The final statement cycle ran from 10/01-10/31. customer understood, stated they would review their bill just to confirm and would make a payment. No other questions. Resolved.
Customer Answer
Date: 11/14/2025
[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:11/04/2025
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.
My bill suddenly doubled a few months ago to almost $200 a month which lead me to cancel my service and take my business elsewhere. After saying they could do nothing about this rate over several phone calls when I finally went to cancel my service they magically found a rate that was in line with what the other companies were offering. At that point it was too late as I had signed up for internet service elsewhere. I paid my last inflated bill which I felt I shouldn't have even been charged for and was told there would be no other charges. I returned my equipment as instructed on September 26th using their shipping label which from the tracking was received by them on September 29th. I received another bill for almost $300 dollars which I called about and they told me once the equipment was received it would be removed from the account. A few weeks later $95.47 was still on the account. I called again and was told it was for landline equipment that I never actually had, they would correct it and have it removed from my already closed account. A few weeks later I received a bill for not only the $95.47 but a $30.75 late billing fee. I called again and they told me they needed to review the last call and could not removed the charge for this mysterious equipment that I never had for services I never signed up for. During this call on 11/4 I was told there was no way to even receive an e-mail to verify they were doing this, or have the charges removed during the call. After the previous call being told that I would no longer owe anything for this mysterious equipment that I wanted it in writing that they were looking into it. It's extremely upsetting that I have wasted so many hours going through this with them and it is still ongoing. I want the account to be closed and the charges removed ASAP.
Business Response
Date: 11/06/2025
Reached out to the customer, no answer, left a voicemail advising the balance has updated, all equipment shown as returned, there is a small credit balance remaining, educated that once they receive the new final bill with this posted credit, it will be refunded to the last payment method used on file. Confirmed account is closed, no further charges and equipment charges have been removed.
Customer Answer
Date: 11/06/2025
[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:11/03/2025
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.
They more than doubled my bill with the only notification being a tiny paragraph on the last page of my billing statement, page 4. No other communications were given to alert me to the change in price, though they have my phone and email. I reached out to cancel service and they refused to pro-rate my service charging me for more than half a month of additional service I will not use.

The combination of not pro-rating and poor notification makes this feel like an intentional attempt to extract money from the customer instead of providing a genuine service.
Business Response
Date: 11/05/2025
Spoke to the customer, went over rate change that lowered the billing, offered if this would want to have the customer stay with us, they politely declined having set up somewhere else. We went over what there final billing should look like and any refund process once final bill posts, customer provided feedback. Issue resolved.
Customer Answer
Date: 11/09/2025
[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:10/30/2025
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 was told that I can have two free mobile lines. But I am charged $53.33 for the second line and taxes, **************** of $27.39 which has never been this high before. I talked several times with the online agents, but was refused to solve this problem. So I have to cancel the second line.Before this issue, I was charged much more fees than the contracted $55 twice. I once stopped my service for one or two month, and was told I can just pay less than $10 during this period, but in fact I was charged a lot more with unnacceptable excuses. I feel like I am being cheated or misguided by Astound for the past three months. And they can do nothing to deal with these issues. I request for the deduction of the second line charge and reimburse of the extra money I have paid.Thank you!
Business Response
Date: 11/04/2025
Spoke to the customer and went over billing and payment history from prior account and current account. Sent an email of a breakdown. Applied a credit to the account.
Initial Complaint
Date:10/30/2025
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.
Rcn disconnected my services after I spoke with a supervisor and was told to make the payment of $167 by 10/29/25 my service was disconnected of a past due balance of $200 when I called to request to speak with a supervisor the *** refused to provide me with a supervisor she stated she can setup a payment arrangement until November ****** I ask her how is that a payment arrangement when its not giving me time to make a payment advise the *** I dont get paid until 11/12/2025 just not trying to help me at all me being away and my service being disconnected from my job for almost 30 mins jeopardizing my job.
Business Response
Date: 11/05/2025
Reached out to the customer, no answer, left voicemail advising I did see they spoke to an agent recently who was able to extend the arrangement to pay the past due by the requested 11/12/2025. Provided my department contact in case there was any other questions regarding this.
Initial Complaint
Date:10/30/2025
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.
This company violated the Consumer Protection Law in ************* by charging a consumer higher rates than the marked, published or advertised price, and the inability to cancel a subscription service in the same manner it was purchased (online). My bill was raised multiple times without clear notification that this would happen, I was told via support chat I had a 36 month promotion that was not honored, and was not able to cancel my service in the same way it was purchased. My bill had been $64 for 12 months, and increased to $68 which seemed reasonable, but then in the last month increased further to $185. **************** offered to lower my bill if I added a phone line, then another customer service *** said they could reset my rate, only to inform me an hour later that they could not. I was told I had to call to cancel my service despite signing up for it online, and my 36 month promotion was never honored. I was still billed the $185 for the last month of my service.
Business Response
Date: 11/05/2025
Reached out to the customer to go over option for a lower rate with applying to the current bill cycle. No answer, left a voicemail advising this, provided contact information for customer to reach out and confirm or review the information provided.
Initial Complaint
Date:10/29/2025
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 closed my account that was associated with my exs address. He transferred the existing router into his name, and they pulled all of my banking information over onto his account. Then they changed his security questions and when I called to tell them they needed to take my bank account off of his account, they would not do that because I did not know his security questions. So when I said so my bank account is linked to his account with you guys, but I cant remove it because I dont know a security questions that you changed? the representative I was talking to then proceeded to act like she could not hear me, until I hung up and had to call my bank. I was then charged a stop payment fee of $30 with no reimbursement from the charge because I have a prior account with *********************************************. I had to pay almost $80 to get rid of this man and make sure I was not fraudulently charged in the future.
Business Response
Date: 11/04/2025
Reached out to go over the concern, no answer, left a voicemail and provided my department contact for any further assistance.
Customer Answer
Date: 11/04/2025

Complaint: 24079938

I am rejecting this response because: I never received a phone call or a voicemail

Regards,

********* *******
Business Response
Date: 11/06/2025
Spoke to the customer, went over the concerns with her banking information on ex's account, did confirm that the payment method is deactivated, sending Financials information to make sure card is not reactivated on ex's account.
Customer Answer
Date: 11/06/2025
[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:10/28/2025
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.
Hello, on September 27, 2025 I spoke with a customer service representative to apply a new promotion on my account because the old promotion has expired. Representative stated that my new bill will be $31.40. However this month the bill I received is $45.55. I spoke with another representative today who said that I will be paying $46 every month, which is not what I was told in September.I would like for you to honor your price for 1 year of $31.40. If you wish I am happy to provide you with a recording of our conversation (since you already record the conversations).
Business Response
Date: 11/04/2025
Reached out to the customer regarding the rate concern, no answer, left voicemail.
Initial Complaint
Date:10/24/2025
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.
I am filing this complaint because Astound Broadband (RCN) increased my monthly bill by nearly 50% without proper notice or consent. My previous plan was around $70 per month, and according to the small notification in the billing statement, the new rate was supposed to be $73.94. However, my actual bill suddenly jumped to $101.79. This increase is completely unreasonable and misleading.The so-called notification was buried in tiny fine print on the billing statement, and it only mentioned a $7 increasenot a 50% jump. There was no clear or prominent notice by email or letter explaining that the price would rise so drastically. I believe this practice is intentionally deceptive. No reasonable customer would expect their bill to increase by this much based on such vague and misleading information.When I contacted customer service, they confirmed that my previous promotion had expired but refused to provide any refund or credit for the overcharges, despite acknowledging that the bill notice did not match the actual increase. The representative also refused to escalate the issue or transfer me to a supervisor, stating that all agents have the same authority.This is unacceptable business conduct. A company cannot drastically raise rates without clear disclosure and then hide behind fine print. I am requesting a refund for the overcharged amount and an assurance that Astound will clearly notify customers in the future before any price increases of this magnitude.I hope BBB can intervene to ensure fair treatment and transparency for customers.
Business Response
Date: 10/28/2025
Spoke to the customer, went over notice information, offered to increase loyalty credit to bring down monthly rate. The customer declined and asked for a disconnect to be put in. Did not want to stay as a customer, we discussed the current cycle end date to confirm that is when they wanted to cancel. Advised of equipment to be returned.
Customer Answer
Date: 11/01/2025

Complaint: 24060178

I am rejecting this response because:

Dear Astound Team,

Thank you for following up. I acknowledge your recent message and the outreach from your account specialist. However, this matter remains unresolved.

The issue is not about future pricing or promotions but about a deceptive billing increase that occurred without clear or accurate notice. The upcoming changes statement listed $73.94, yet the actual charge was $101.79, with no transparent breakdown of fees. This presentation was misleading and prevented any reasonable customer from understanding the true amount due.

While I appreciate the offer of a loyalty credit and new price-lock plan, those do not address the overbilling or the misleading disclosure that caused the problem. I have already switched to another provider and am not interested in any new offers.

At this point, I am requesting a refund for the overcharged amount and a written acknowledgment of the misleading notice. Unless this is corrected, I consider the matter unresolved and will continue to pursue it through consumer-protection channels.

Regards,

Yanuo Ma
on Behalf of ***** ****
Business Response
Date: 11/04/2025
Spoke to the customer, went over the notice regarding the rate change, did advise the notice quotes the rate before taxes and fees, "Effective on your next billing statement, the price
for your current monthly services will be $73.94, excluding applicable taxes, surcharges and fees." Went over charged back payment, and what is currently on the balance, at this time charges are valid. No other questions.
Customer Answer
Date: 11/14/2025

Complaint: 24060178

I am rejecting this response because:
Thank you for forwarding the companys latest response.

While I acknowledge that the company reiterated its explanation, this issue remains unresolved. The upcoming changes notice quoted a rate of $73.94 without clearly disclosing that the actual charge would rise to $101.79. This presentation was misleading because it failed to show the full amount or specify applicable fees, making it impossible for a reasonable customer to understand the true billing change.

The companys response does not address this core issue, and no refund has been issued for the charges in question. Because the entire billing amount was based on a deceptive and unclear rate notice, I have disputed the full transaction amount with my credit card issuer. Partial credits and future offers do not constitute an adequate remedy. My position remains unchanged I am requesting a full refund for the disputed amount only.

At this point, I consider the BBB process complete but the matter unresolved. I will continue to pursue this through other consumer-protection and financial channels, including my credit card dispute and potential legal counsel.

Please note that unless Astound Broadband agrees to process a full refund for the disputed amount, I do not wish to receive further communications, phone calls, or negotiation attempts regarding new offers or retention incentives.

You may close this BBB complaint administratively, but the dispute has not been resolved to my satisfaction.

Regards,

Yanuo Ma
on behalf of ***** ****, Account Holder
Initial Complaint
Date:10/24/2025
Type:Sales and Advertising 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.
We cancelled our service with this company several months ago due to poor customer support and an unacceptable price increase for our internet service. The company has been continuously mailing junk mail to our address, and I have been unable to find a reasonable way to opt out. There is no public support email, and the online support chat keeps refusing my request. I refuse to wait on a customer support line for a simple opt-out.
Business Response
Date: 10/24/2025
Reached out to the customer to advised I have opted them out of marketing through mail, no answer, unable to leave a voicemail.
Customer Answer
Date: 10/30/2025
[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,

***** ******

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Complaints

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Astound Broadband powered by RCN is NOT a BBB Accredited Business.