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

757 total complaints in the last 3 years.
297 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:11/04/2025
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:10/29/2025
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:10/24/2025
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,

***** ******
Initial Complaint
Date:10/24/2025
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 cancelled the service in September 2025 due too many technical issues. I was told to return the equipment, which i did I after the billing date and they charged me $127.20 for the equipment charge because of the delay. I understood that and was fine. They said they would issue the refund to my original payment method, my checking account. The woman at the Astound office where i physically returned the equipment said it would process overnight. Refund did not show the next morning. I called back and the *** said she would initiate the refund. When asked how long this would take, the *** said 17 days, I marked it in my calendar. Today 10/24 no refund received. I called back and spoke with *** *******, he said refund wouldn't take place until the next billing cycle in November. I said this is unacceptable and requested to speak with a supervisor. ******* asked supervisor Tarquin to call me. Tarquin called me right after I hung up with ******* and stated they mailed a refund credit card on 10/21. Again, this unacceptable and not what i was told. He stated this was policy and i stated thats not what I was told. We went back and forth and he cancelled the card and says he issued my refund back to the original account. He had the routing number but needed the account number as it was grayed out. I did provide this assuming Astound is reputable and not filled with scammers, I will have to keep an eye on this account now. He said he authorized the refund and it should take 3-5 business days. I will check again next week. The hassle of dealing with this company is absolutely ridiculous. It doesn't help that their CSR phone number listed on their site comes in as a Spam caller. Please review this organization.
Business Response
Date: 10/28/2025
Reached out, no answer, full voicemail box, could not leave a message. Wanted to advise of refund steps, once refund Mastercard is received, the customer can request a paper check replacement or get assistance with transferring the balance to a bank account by contacting contact **** (the card vendor) at ************.
Customer Answer
Date: 10/29/2025

Complaint: 24057996

I am rejecting this response because:

I have no missed calls from this company. Am I too understand that what the supervisor told me last week about my refund going back to my account is not going to happen now? The supervisor stated rejected the card. Please issue my refund back to the account as was stated to me on multiple occasions now.

Regards,

******* *********
Business Response
Date: 11/04/2025
Reached out, no answer, was able to leave a voicemail. Advised that the request to cancel the refund card had been declined as it is part of our procedure for the current payment method type we send out the refund Mastercard. Did advise of refund steps, once refund Mastercard is received, the customer can request a paper check replacement or get assistance with transferring the balance to a bank account by contacting contact **** (the card vendor) at ************.
Customer Answer
Date: 11/04/2025

Complaint: 24057996

I am rejecting this response because:
This is getting ridiculous! My voicemaol box is not full. I received a voicemail from someone named ***** via Astound saying the canceled the card cancelation request and I should be getting a card anyway? What was the point of me giving my account information to a supervisor? I have been waiting for my refund for weeks now. Absolutely unacceptable. These people keep giving me different answers and their customer service **** have no what they're doing. Let me guess once I get the card in the mail, I won't be able to use it because they cancelled it because they don't know what they're doing. I want my refund now.

Regards,

******* *********
Business Response
Date: 11/06/2025
Reached out to the customer, no answer, left a voicemail, advised of the same information that the request to cancel the refund Mastercard was declined, so the card will still work. Sent an email with this information including the contact for the refund card vendor about additional steps for transferring the funds to a bank account or requesting a check replacement.
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:10/23/2025
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.
Weve been an RCN/Astound customer for about 8 years. In July 2025, my monthly bill unexpectedly jumped from $85.48 (my steady rate for months) to $183.63, even though my service stayed exactly the same.I understand there was a small note on the June/July statement mentioning that the promotion would end, but no one contacted us directly, and the increase was more than double. Since then, Astound has reinstated the same plan under a new promotion thats actually cheaper, which shows we remained eligible all along.I reached out multiple times to Astounds customer service team by phone and chat. The retention team confirmed the new promotion but refused to credit the three months that were billed at the higher rate, even though our account was placed back on the same plan shortly afterward.Given our long history and consistent on-time payments, Im requesting a goodwill billing adjustment for the months that were overbilled before the new promotion was reinstated.
Business Response
Date: 10/28/2025
Reached out, no answer, left a voicemail. Provided department contact
Initial Complaint
Date:10/20/2025
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, as most people, have noticed a steady increase in the monthly cost, which is normal of course. In September, there was a significant jump in my bill, from about $94 (which was about the same since September 2024) to $119 at the end of August. I called to see why it went up so dramatically, and what could be done. After some discussion, I was told by the representative that should be able to lower my monthly bill to about $89 for 12 months. This was acceptable to me. Since the bill was already "in process," no adjustment for the $119 bill was possible. Ok I guess. Then, I received my next bill and it went from $119 to $125. I called again. They had a record of the previous reduction, but then claimed that the "new" jump was for some other reason, and that the original reduction was only good for a month. None of this made sense, given what I was told. I ask for and spoke with a supervisor (*****). She was incredibly rude and dismissive. She offered no help whatsoever, and refused to elevate the complaint to anyone else, claiming that she didn't have a boss.
Business Response
Date: 10/23/2025
Spoke to the customer, went over their concern with the pricing increases, and resolutions that were done. Advised of any feedback we will provide. And went over any future billing promotional changes to be aware of. Issue resolved.
Customer Answer
Date: 10/23/2025
[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:10/17/2025
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, the problem started several month ago when the company increased the month internet charge and took more than the expected amount of funds from my account and did not notify me of the price increase. I called and spoke with someone who just basically said the prices increased $20 per month. Feeling ripped off, I cancelled my autopay and decided to make monthly payments which turned out to be a mistake because I forgot to pay the bill the following month on time and was charged a $10 late fee. Once again, I am not happy but did not want to make the mistake of forgetting again to pay more late fees. I set-up the autopay to begin taking payment out of my account again. I made sure the funds were in my account in September 2025 on the due date the 16th of each month. Fast forward to today, October 17, 2025, I began having problems accessing the internet. I know the funds are in my account to cover Octobers payment because I just checked my account. The funds had not come out yet so I decided to call Astound. I spoke to a guy who informed me that my service had been interrupted due to non-payment in September, that the funds were not available in my account and this automatically cancels the auto pay so my payment is now late for October, which resulted in disconnection of service. I asked why no one notified me of last month via a email, or text. Why did my service have to be disconnected in order for me to be made aware that there was a payment issue, over a month ago. I asked how much to be restored and if I would be charged fees. He gave me a total of $75 just in fees more than my monthly bill. $10 late fee, $25 NSF fee and $40 service restore fee. I was shocked! I informed him that these fees are a scam. I was not notified that there was an issue, yet I am expected to pay these fees and a $40 restore fee. They allowed my account get to this point to charge these outrageous fees. I'm requesting to be credited for these outrageous fees.
Business Response
Date: 10/21/2025
Spoke to the customer, went over billing, and explained fees. Advised of fees I waived on the billing and updated balance to reflect the past cycle and current cycle due amount. also addressed a concern about a tech visit, confirmed the visit shows cancelled with no tech fee applied. No other concerns.
Initial Complaint
Date:10/15/2025
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 cancelled service on the last day of my billing cycle and yet they claim that I owe them another month even though my billing cycle begins the day I cancelled service. After years of price increases they can't even honor the fact that I dont want their service anymore. Scammy company that will do anything to get your last dollar.
Business Response
Date: 10/20/2025
Reached out to the customer, number provided on this ticket was too long, tried number on account, went to voicemail. Left a message and provided department contact.
Initial Complaint
Date:10/13/2025
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.
On sept. ***** I called RCN to cancel my cable service and only keep my internet. the RCN agent ZION on a recorded conversation was able to give me the cost of just internet service of 100 MPS and the cost would be $45.00 and also my adjustment of my current bill because I was cancelling cable service on the 24th and my bill was for service till 9/30/25 this total he gave me for the current adjusted bill was $176.10 from original total of $287.73 in which I paid that day. when my next bill arrived it was $276.71 when I call back to RCN and spoke to a agent they said they would have to go back and listen to the conversation of the recorded call and get back to me within 24 hours. After a day went by with no returned call I called back and they said that the agent I talked to the first time had no Idea what he was talking about and said that we don't qualify for that rate. After no avail with the agent explaining that it was the RCN employee that gave me the information. also my new **** ***** has a charge for cable service which i cancelled 0n 9/24/25 also other charges and fees I or they can not explain. At the end of our final conversation they reduced my bill from $276.71 to $177.85 in which I am not satisfied at all with as I was quoted $45.00 from another agent. I will be cancelling my entire service from them after being a loyal costumer for over 30 years and hope to just pay what I owe $45.00 not the $177.85
Business Response
Date: 10/17/2025
Spoke to the customer, went over the mis-information over pricing previously, to resolve I made adjustments to the current balance, and offered a set rate for a total of 6 months starting with the current billing. The customer agreed, had no other concerns.
Customer Answer
Date: 10/24/2025
[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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Astound Broadband powered by RCN is NOT a BBB Accredited Business.