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

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  Astound Broadband Powered by RCN

  2640 W Bradley Pl Chicago, IL 60618

• 

  Astound Broadband by RCN

  575 Madison Ave Fl 3 New York, NY 10022-2511

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: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:08/15/2025

  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.

  7/27/25: notice of past due balance 8/5/25: duplicate notice 1. two calls to customer support asking for an explanation of the bill 2. both calls were over 45 minutes long (one on 8/6, the other don't know)3. both customer service representatives (one got a supervisor on the phone) walked through the bill with me but could not explain the charges, just relayed the same information I was able to access online 4. all said they'd escalate the request to a manager for a call back 5. no call backs 6. posted to the Astound's ******** page hoping someone would see it to help resolve 7. I haven't gotten any response 8. asked for local office to go in person, told the Chicago office has closed

  Business Response

  Date: 08/20/2025

  Spoke to the customer, went over the billing together, and sent an email of a breakdown of the billing history to address concerns. 

  Customer Answer

  Date: 08/26/2025

  [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 somewhat satisfactory. Astound failed to provide an accounting what a layperson would understand. The customer service staff acknowledged this, said she'd been advocating for changing the system, and for giving the frontline staff access to more information. She offered credits on a future billing. Having spent more than three hours to obtain somewhat useful information, I do not want to pursue the matter further.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:08/07/2025

  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 is an internet provider in my area. The business recently doubled my bill without notification. After being unable to resolve this issue, I chose to cancel my services with the provider. The provider then informed me bills that are cancelled are not pro-rated and I would be charged for nearly a full billing cycle. When questioning the legality of not pro-rating billing, I was simply told it had been company policy for a year.

  Business Response

  Date: 08/13/2025

  Reached out to the customer in regards to the billing concerns. No answer, left voicemail and provided department contact.

• Initial Complaint

  Date:08/01/2025

  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.

  Within the last 3 months my internet has cycled off and on while the lights on my modem show its not the modem. Context customer support had said it was my modem and router got a new one and the issue has persisted. In addition to losing an hour of internet throughout the day every time I have called customer service I have had to wait a minimum of 25min to get ahold of a person. Thats if I get to talk before the call ends from the bot ending the call. As of 1Aug2025 I have been waiting for a person for 40min.

  Business Response

  Date: 08/07/2025

  Reached out to the customer in regards to service issues and trouble getting resolved. I see there was a tech appointment completed as of today 08/07. I wanted to follow up and see how the appointment went and if this resolved the issues they were experiencing. No answer, left a voicemail and provided department contact.

• Initial Complaint

  Date:07/31/2025

  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 May 2025, I received notice that my monthly internet bill was increasing substantially - nearly doubling in cost. I contacted Astound's customer support, where a representative informed me that the increase was due to the expiration of a promotional rate. Acknowledging my long-standing relationship with the company, the representative assured me that a new discounted rate of $58 per month would be applied moving forward. I have documentation reflecting this agreement. However, the following month, I was billed $72 instead of the agreed-upon $58. Upon contacting Astound to dispute the charge, I was met with denial. The representative I spoke with (identified as "Ufi") claimed no such agreement existed and stated that no discount had been applied. Despite detailing evidence of the agreed-upon rate, I was dismissed and told the error was mine. Further escalation led to a conversation with a supervisor, who contradicted the earlier denial. The supervisor acknowledged that the $58 discount had been applied, but claimed that the overall package price was subsequently raised - without any prior notice - which effectively eliminated the benefit of the discount. I was explicitly told this price adjustment was done to "offset" the discount, a practice that raises serious ethical and legal concerns. Additionally, I was informed that in order to cancel my service, I would need to call towards the end of the month. I followed these instructions exactly. Despite doing so, I was later told that my cancellation was "two days late" and will be subsequently charged for an additional 30 days of service, and then after refusing, they told me I'd owe 1 cent - for service which I will not use and did not authorize being charged.

  Business Response

  Date: 08/06/2025

  Reached out to the customer to go over billing concerns and confirm disconnect backdated, no answer, left a voicemail.

• Initial Complaint

  Date:07/31/2025

  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 used Astound wifi for a year from August 15th 2023 to August 22nd 2024, which was installed "no contact," though it did require contact as they drilled a hole through our wall to connect their cable to the pole outside. I was given one small flat ***** **** box, with its white cord and white boxy plug, and one black cord with its black rectangular boxy plug end which had a barcode on it (I have pictures of these items if needed).When I terminated my service, I opted for the ***** return, got a shipping label on Aug 22nd, and sent everything back. By September 4th, Astound emailed me that they had not received my equipment yet and put a $297.69 charge on my account. I called on September 8th to dispute, gave them my tracking number, and a case was opened (********). Though I called another time and was told I would be emailed about any updates to my case, I received my new billing email on October 4th stating I now owed *****, and the billing statement showed a credit to most of my previous charge. When I called to inquire and further dispute, I was told that they had located the eero box and cord but were charging me now for a "black box." I explained that everything I was given, I returned, but was unable to clarify if the black box they were referring to was the small one with no lights and just one cord that I did return along with the eero, or if it was another modem or something they were claiming I had. I think another case was opened after that call but no one ever reached out to ******, as of a couple of months ago, they have sold my "debt" to a collection agency and it is affecting my credit, even though I have called several times to explain the situation. I did not dispute with the collection agency on time as I was out of the country, and now I worry that I have no option but to pay it. I would like Astound to nullify the charge, call off the debt collection, and correct my credit report.

  Business Response

  Date: 08/05/2025

  Reached out to the customer regarding the equipment return concerns, wanted to see if we could get the pictures the customer mentioned having emailed over to help us resolve this. no answer, left voicemail provided my department contact information.

• Initial Complaint

  Date:07/26/2025

  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 wife and I have been planning to make a permanent move to the ** for a year. In early June I asked Astound to cancel my service for Friday June 27. I was informed that they cannot cancel at a given date, and must cancel at the end of a cycle which would be July 6th.I moved to ****** on June 24th. On July 11, I received what I thought would be a final bill but instead it was a bill for July-August. I called up Astound and said there was an error. I was told that they cannot prorate costs. I told them that I was not looking for proration, I was expecting not to be billed at all for July-Aug. The lady said she would put in a work order to have the service ended, but that there was no way to remove the current charges. I explained that the work order should have been already placed in early June. She said there was nothing she could do. I told her thank you and then disputed the charges with the credit card *************, July 25th I received a past due notice from Astound. I called them up and they said that because I disputed the charge with the credit card, they could no longer accept that form of payment and that I would be taken to collection if I refuse to pay. I paid the charge using another card and was charged a (approx $3) fee.I would like to be refunded for the July-Aug billing cycle for which I had requested no service, had sold my house, and was living in another country.The total I was billed was $137.39.

  Business Response

  Date: 08/01/2025

  Sent the customer an email since they are in another country and I was unable to reach them by phone for an international call. I had the disconnect work order updated to reflect the end of billing date 07/05/2025, which was the end of their bill cycle when the disconnect was originally requested. Educated on final statement where credit will be posted and expectation for refund process.

  Customer Answer

  Date: 08/07/2025

  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.
  
  Regards,
  ****** ******
  ****** ******

• Initial Complaint

  Date:07/25/2025

  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 have had internet service with RCN through Astound for many many years and they keep increasing the cost so I changed providers and wanted to stop service. They did stop the service but want to charge me for almost a month of non-usage since going on the billing cycle and even if one day in will charge the month even if return rental equipment. I believe that this is an unfair practice that they changed policies so that customers not aware until they do something like this. This company is not what it promises and needs to be held accountable.

  Business Response

  Date: 08/01/2025

  Spoke to the customer, tried to go over the data disconnect policy and notice we sent out in March of 2024 giving advance notice of this policy update. The customer stated she knew all of this already and did not want to discuss it again. 

• Initial Complaint

  Date:07/23/2025

  Type:Product 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 using astound internet for several years new customer pricing for same plan 35/mo my pricing was 70/month last 2 months they have been charging 158/month I called they agreed to lower price back done but would not refund the difference about 150 I did online chat with ***** I have copies of the pre and post change bills if needed these were automatically paid online

  Business Response

  Date: 07/31/2025

   Reached out to the customer to go over the loyalty credit offer and our backdating options. No answer, left voicemail. 

  Customer Answer

  Date: 08/07/2025

  [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,
  
  ***** Montana

• Initial Complaint

  Date:07/22/2025

  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.

  Date of problem, ongoing. RCN is my email provider. I have been RCN/Astound's customer since 1999. I have generally been happy with their service. Recently, last two months, I have been having email problems. Presently, my email is completely non-functional. I cannot contact anyone at Astound after trying many times; I am put on interminable hold by their computer. Nobody answers the phone; there has been one exception, I chose add/remove service and a *** did answer. He told me to delete my email items and the system would free itself. I did, and there was temporary, one to two days service. ************* soon failed. Everything has frozen up completely. I need email to access bank accounts, health providers, etc. I want someone from RCN to contact me so I can free my email service. I also want some way to contact Astound/RCN if I have this problem again.

  Business Response

  Date: 07/31/2025

  Reached out to the customer to see if we can proceed with a trouble call ticket to work on resolving the email issue. no answer, left voicemail with my department contact.