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.
296 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:03/13/2025
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.
I dropped my television service but kept internet. Astound provided ***** shipping labels ************ and ************ for the two TV converter boxes. One unit was returned in November and the other February of this year. Both packages were delivered and signed for yet for some unknown reason I still owe them two converters or 300+ dollars as of today. At my request I opened a case on 3/8/24 ******** which was voided and had to open a second today ********. The units I returned replaced obsolete units installed by astound back in 2023 the installer took the old units with him. I had to provide tracking numbers which they provided which was odd. Strange thing is the alleged missing box returned in November was not an issue without a charge until I returned the second one last month. I was made aware of the first missing box after I returned the second one. Best I can tell at this point is they do not do any credit when the units are returned. I have less than 30 days to pay for the missing equipment I don't have which will be the end of service. I will not pay for equipment they have in their possession. I honestly don't know what to to do with the Internet gateway at that time. If I return the gateway I will have to pay for it if history repeats itself.
Business Response
Date: 03/14/2025
Tried contacting customer with number provided on complaint and the numbers on the account but the stated out of service.
Business Response
Date: 03/14/2025
Tried contacting customer with number provided on complaint and the number on the account but they both stated they were out of service. Could not leave a voicemail on either number.
Customer Answer
Date: 03/17/2025

Complaint: 23063495

I am rejecting this response because: I have Exhausted all efforts by phone. I have opened two disputes the first of which was cancelled by Astound with no reason given. If the conversations are recorded as indicated go listen to those.

Regards,

******* ********
Business Response
Date: 03/24/2025
I sent an email to the customer with our response and resolution for the issue.
Initial Complaint
Date:03/13/2025
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.
mny account number is ********** i loged into modem of ************* click on stadus iof modem and see this 30 Not Locked QAM256 0 Hz 0.0 dBmV 39.9 dB 0 0 then in modem i click on event log and see this 03/12/2025 23:44 ******** 5 "REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.1;" i had tech out jsut this month who put in a line te3ch still not fixed at all its a arris sb8200 modem can you have someone higher up look into thsi and line monitor me and send right people out since had tech and line tech out to fix these thing its a dcsis 3.1 modem
Business Response
Date: 03/14/2025
Spoke to customer regarding issues with their service. Scheduled a technician and escalated issue to dispatch.
Customer Answer
Date: 03/17/2025
[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:03/12/2025
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.
Im a new Astound customer and I called customer service on tonight and spoke with 2 different women agent and they was rude as h*** I heard the last one talking about me on the phone and I went off on her this company is so ghetto and unprofessional I thinking about replacing and reporting them to the ************************ I hate this company already and only had them going on 2 weeks.
Business Response
Date: 03/17/2025
Reached out to customer on provided contact number. Went over situation with customer. Provided compensation for complaint and will work with the customer on their service issues.
Initial Complaint
Date:02/28/2025
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.
I was promised an Amazon gift card under the Back to School promotion in 2024 for new Internet installation. I was told I would get it after 90 days since installation, that was 9/2/2024. Have not gotten it after December 1st, 2024. Reached out to customer service and they told me to they will get it to me via email or call me in 2-4 weeks. Have not had any of those, they kept telling me to check my spam and look out for a call. Nothing on any of those despite confirming the email and phone number at least 3 times with 3 different agents. I contacted customer service several times after December: January, 2025, February 15 2025, and February 28, 2025. The agents all kept telling me to wait 2-4 weeks for the email and call but got nothing. I voiced my frustration to the agent on February 28th and they sent me a Google form to fill out for 2024 Gift Card Form All Campaigns. They said I would get an answer within 12-24 hours and I gave them 2 email addresses this time.
Business Response
Date: 03/03/2025
Spoke to Mr. ** and added him to the fulfillment list. Gave him the time frame for receiving the gift card and my contact number if he needs to reach out.
Customer Answer
Date: 03/04/2025
[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 didn't get a call or email in 12-24 hours like I was informed by the RCN agent on the same day when I raised this concern. So with the guidance from other users who experienced the same issue with the gift card, I submitted a ticket with Mpell, the gift card's vendor. Mpell reached back out to me a day after and informed me that this issue is on RCN's end and they would clear it up with RCN. They were able to send me the gift card shortly via the email that I have provided the last few times when I reached out to RCN without it going to spam. I can confirm RCN called about putting me on the fulfillment list and says the gift card will be MAILED to me in 2-4 weeks. The next day, I received another call from a different RCN agent saying 2-4 weeks via email. 2-4 weeks is the same timeframe that the RCN agents gave me when I reached out several times the past few months.

I have reviewed the response made by the business in reference to complaint ID ********. This was ultimately resolved by the vendor Mpell, feel free to close this case.

Regards,

***** **
Initial Complaint
Date:02/26/2025
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 used RCN/Astound for 14 years. I sold my condo and wanted to return my equipment. Their call center *** claims there are "no return centers in *******". Ok, fine. I confirmed what equipment I had to send back. I sent the equipment fed ex on February 19th. A few days later, I get an email they did not receive all of my equipment. They are charging me for a cable router and box that I included in the box I sent fed ex to them. They charged me $226 for it! I have no choice but to pay it, but what they are doing is wrong and terrible business. I will certainly never use this company again. I think it's wrong they charged me for equipment I sent back to them. I just want to be finished with them.
Business Response
Date: 02/27/2025
Reached out to ******* regarding his complaint. We went over what equipment needed to be returned as well as what we are doing to resolve the issue. Sent email to him as well.
Customer Answer
Date: 03/09/2025
[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. ***** emailed me and told me they received the equipment I was being charged for, and I am being refunded my payment. If I do not receive it, I will be following up.

Regards,

******* ******
Initial Complaint
Date:02/25/2025
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 closed my account because my new address was not in their service area. I returned their equipment via ***** January 18, 2025, however, they are still charging me for the two Tivo 4K streaming devices. I returned everything at the same time and according to customer service, one streaming device has shown up as returned. They are charging me for 2 additional devices that I never had. They claim they have created several cases regarding this issue, however my account has been turned over to collections.
Business Response
Date: 02/26/2025
I tried contacting customer by the number provided on the ticket but the call went to voicemail. I left a voicemail with our contact information.
Initial Complaint
Date:02/20/2025
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.
Astound raised their prices without warning - the announcement about upcoming price changes were in one of the previous bills, but I am on auto--pay with them and did not look into the bills. They should have sent a secure email announcing the price hikes, but this way this was a buried info. Another buried info was their policy that they would not prorate the bills if the services are canceled before the beginning of the next bill. I never heard of a company doing business like that. So, what they do is legal but highly unethical. I switched to Comcast today, as I couldn't afford to stay with Astound after the price hike. But I am thoroughly disappointed that they wouldn't prorate my bill, especially after burying all the info that could be useful to a customer like me, and without finding another way to warn about upcoming charges.
Business Response
Date: 02/21/2025
Tried contacting customer at number on account. There was no answer. Left a voicemail.
Business Response
Date: 03/10/2025
Reached out and spoke to the customer, went over concerns about the policy with data disconnect and being responsible for the full final cycle. The customer understands this but does not agree with this policy. Did not want to discuss any further if we could not change his final bill to be prorated.
Customer Answer
Date: 03/14/2025

Complaint* ********

I am rejecting this response because: Astound keeps assigning lower level administrators who keep repeating like parrots that they cannot and will not prorate my bill. I am tired of speaking with them, unless they assign someone who has power to reverse their unethical policy in my case. Can you please post my complaint publicly so that the other people know what they are getting into and avoid this trap by Astound?

Regards,

********** *****
Initial Complaint
Date:02/20/2025
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.
I MISSED 1 AUTO PAY PAYMENT, AND MY BILL DOUBLED, THEN TRIPPLED. MY CURRENT BILL IS $432 FOR
INTERNET SERVICE. THIS IS AFTER MAKING A FEW PAYMENTS OF $125. I AM UNABLE TO GET THIS BILL DOWN. DUE TO ALL THE ADDITIONAL FEES, SURCHARGES ETC, THEY HAVE ADDED. THIS IS A SCAM AND RIPOFF. I WANT THE EXTRA CHARGES REMOVED FROM MY BILL AND ADJUSTMENTS MADE FROM MY LAST 3 PAYMENTS TO COVER MY REGULAR $59 MONTHLY BILL. PEOPLE GO THROUGH FINACIAL HARDSHIPS AND COMPANIES LIKE THIS TAKE ADVANTAGE OF THAT. THERE IS NO WAY INTERNET SERVICE SHOULD BE $400.
Business Response
Date: 02/20/2025
Reached out to customer regarding her billing concerns. We went over the services charges. Compensation was offered but customer declined offering.
Initial Complaint
Date:02/18/2025
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 Broadband should change practices and notify customers when rates are changing with an email or letter. If information about rate increases is not sent separately, an explanation or statement should at least by included on the bill.Astound Broadband has changed customer rates three times in the last year without including an explanation or acknowledge of the rate increase to customer. Even if a promotional rate is ending, the company should acknowledge and make the customer aware that this is happening BEFORE it appears on a bill. Instead, the rate increase appears on the bill as a charge only without any additional information. The problem occurs for a customer who uses electronic billing and does not see the rate increase. Furthermore, one of the charges was an additional fee added to a bill without acknowledgement that a new fee was added to the account. The company stated that customers are made aware of rate changes or promotional rates on page 4 of their bill and it was "weird" that it was not included on all bills. It should be a practice to notify customers of rate changes BEFORE billing cycles are up.
Business Response
Date: 02/19/2025
Spoke to ******* regarding her suggestions for transparent billing and gave information on how she can save money on her bill going forward.
Initial Complaint
Date:02/13/2025
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.
When I moved into my new apartment I opened an account with **********************/Astound for my internet because it's the only company with lines in the building. I made my first payment, and the company returned it. Their reason was I "probably entered the number incorrectly". Upon declining the payment, which was promptly re-paid, the company charged me a fee of $71.92. My monthly service is priced at $31.92. This fee is therefore more than 200% of the payment they returned. Most companies would just send you an email, have you correct the payment, and get on with your life. This fee of $71.92 is exorbitant, unfair, and downright ridiculous. I will not pay it, and that's all there is to it. This fee is a blatant ripoff. This company must NOT be permitted to price ***** and ripoff their customers, especially considering I still haven't received a clear explanation of why the payment was returned in the first place. I spoke to several people and no one will give me a straight answer. I absolutely will not tolerate this, and outright refuse to pay this ridiculous fee. I would also like to know why my last bill was $55 when my service costs $31. They are blatantly ripping off their customers.
Business Response
Date: 02/13/2025
Called the customer, no response, left voicemail in regards to declined payment, explained the billing and fees applied and what they were for. Waiving the insufficient funds fee as a one time courtesy, advised this will reflect balance in ***** hours.
Customer Answer
Date: 04/21/2025

Complaint: 22936394

I am rejecting this response because:

Company never contacted me and NO voicemail messages were received

Regards,

***** *********
Business Response
Date: 04/29/2025
Tried contacting customer at the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information. Compensation has already been applied for his issues with bill.

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