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

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  10000 Derekwood Ln Lanham, MD 20706-4387

• 

  RCN

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

• 

  Astound Broadband Powered by RCN

  6600 Hank Ave Evansville, IN 47715

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:02/11/2025

  Type:Sales and Advertising 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 signed up with a 100$ gift card offer. They told me to wait 4 months for auto delivery. I waited almost a year, and now they said I am not eligible. I have screenshot proof of the conversations of them promising I would get it.- along with many others, they randomly increased my bill 30$ even though I was locked into my rate for 2 years (it hasnt even been a year)

  Business Response

  Date: 02/12/2025

  Reached out to the customer, no response, left voicemail in regards to billing concerns and having not received gift card. Advised for the gift card offer we sent in a escalated form, customer should receive email for gift card in 2-4 weeks. 
  

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22928168
  
  I am rejecting this response because:

   

  I did not receive email and in addition, I was charged an additional 200$ for not returning the router I was given 15 days to do so and it has only been 4. 
  

  Ive tried contacting support but I was not able to reach the executive resolution team. Please call again

   

  
  
  
  
  Regards,
  
  Si **** *****

  Business Response

  Date: 02/24/2025

  Spoke to Si **** ***** regarding his billing concerns. Went over discounts, promotions, and his router needing to be returned. 

• Initial Complaint

  Date:02/09/2025

  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.

  Complaint regarding the internet installation service scheduled at my residence on Saturday, February 8, between 25 PM. The experience was highly stressful, and the technicians conduct was unprofessional and unacceptable.The technician, ******, began calling me at 9 AM, well before my scheduled appointment. When I called back, I informed that I would be available at 2:30 PM. However, he insisted that I must be ready exactly at 2 PM, stating that if I was not available then, he would refuse to do the setup. His voicemail also indicated that he wanted to arrive earlier than scheduled, which made me feel rushed. Despite this, I accommodated his request by offering an earlier start time at 12:40 PM, but the entire process still felt unnecessarily hurried and stressful.Once he arrived, I experienced further discomfort due to his disregard for my personal space and belongings. Without asking for permission, he placed his tools directly on my table. I am very particular about cleanliness in my apartment. The installation process turned out to be more invasive than expected: both wall ports in the living room were non-functional, requiring access to my bedroom and bedroom closet, which I consider private spaces. Bedroom disinfection is critical to me, and I felt extremely uncomfortable having him enter my bedroom without respect for my concerns.Throughout the process, ****** made repeated complaints about me allegedly making his work difficult. He even criticized me for turning an easy job into something ridiculous, which was both insulting and unprofessional. His attitude and lack of respect for my concerns caused me significant mental stress and discomfort.This experience was completely unacceptable. I seek formal apologies from technician and manager for the stress and discomfort this experience caused me. Given the mental distress and additional cleaning burden I now face due to his intrusion into my personal space, I request compensation for these damages.

  Business Response

  Date: 02/11/2025

  Reached out to the customer, no response, left voicemail advising of the field complaint form submitted for the install technician and included customer asking for a formal apology. I waived install fee for the inconvenience. 

• Initial Complaint

  Date:02/06/2025

  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 services with Astound and I was charged $130.00 in a "one-time fee" for a "modem change." The modem was returned on 2/5/2024. I would like a refund as soon as possible. Thank you.

  Business Response

  Date: 02/07/2025

  Spoke to the customer, advised we received modem return, charge for "unreturned equipment" was credited on 02/05/2025. Issue resolved.

• Initial Complaint

  Date:02/06/2025

  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.

  I cancelled my account on January 27th by phone. They sad the billing cycle still had 7 days left. They charged me the whole monthly amount on Feb 5th. I called and asked for a pro-rated amount, but they said no without a reason. I asked to speak with a manager, they said no.

  Business Response

  Date: 02/07/2025

  Reached out, no answer, left voicemail regarding questions about the final billing and why it wasn't prorated due to policy over data only disconnect.

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising 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.

  On January 16, my service was out and I had to call for a technician to come to my home. He fixed the problem in minutes and when I asked what was wrong, he said something was twisted or something vague along those lines. I shrugged it off and moved on. Now, on February 1st, I encountered another issue where I had no internet, and I was forced to contact support to schedule another technician call. When discussing this with support, I asked them if there are notes taken each time there is a technician sent out regarding what the issue was, she said yes. So I asked her to tell me what the original problem was. She said there are no notes made for that day. And I asked why, she blew off the question. FISHY. So, I had to wait 3 days without internet before a tech could come over again. This time, he apparently replaced my router and confirmed that everything was working before he left. ****. I checked the connection when I got home from work and the internet is STILL not working. I get on with another support representative and explain that a technician had only just been to my home mere hours ago. She said that I have service so she doesnt know why I cant connect. After going back and forth with her where she is INSISTING that I have service, I tell her what my eero app is saying and THEN all of the sudden, she informs me of a SERVICE OUTAGE in my area. I wait a day and check in on the outage. Apparently, no outage! Why was I told that in the first place? So after troubleshooting on my own, I contact a support representative again to help because once again, a technician cant come to the house for another 2 days and I have already been without for 4 days now. This support representative completely refused to help me and said they need the technician to confirm all the information with them even though I had it ready for them to verify. When I asked to speak with a manager, I was told there WAS NO MANAGER??? I want a full refund to take my business elsewhere.

  Business Response

  Date: 02/10/2025

  Reached out to customer, no answer, left voicemail regarding service issues and out of service credit options.

• Initial Complaint

  Date:02/05/2025

  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 opened an account with RCN in Dec 2022. Acc #***************. For one year RCN was charging me $57,99. Starting Dec 2024, the charge was ***** but I was receiving emails that I have to pay around $33. Basically, RCN was withdrawing from my bank account $57,99 and was sending bills for the difference. I only realized that in Dec 2024 when I called to inquire if they can lower the bill and I was told that they cannot. At that point it was revealed to me that the real amount is over $90. I asked the lady to adjust the price to the initial amount that was half than what I was paying for one year and she said she couldnt. I told her that I will need to close the account and she informed me that I will receive $250 credit. As the check never came, I called to inform RCN that I have never received the credit and that the account was disconnected after speaking with her. I was told that the credit will not be processed because it was declined. After this moment I had several calls with the company trying to get discounted/regulat price services or a refund for the over charge that happened during a whole year. I told the representative that I want to file a claim but I was told that it is not doable because I am not an active client anymore.

  Business Response

  Date: 02/06/2025

  ***** reached out to the customer, Tried to review billing and payment history with customer, also educated where bills were being sent (via mail) and how they can be viewed with online account. Customer did not want to discuss and had no other concerns.

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22904750
  
  I am rejecting this response because:
  I have not received any emails from them ever. ***** called me on a busy moment and the matter was discussed several times with other representatives.

  They supposed to send letters and emails regarding a cost increase (double up). The way they conduct the business is a total scam. At one moment I requested one of the **** to repeat my account number and  she provided 3 different ones, she was not even able to locate my account and my identity, therefore all errors coming along with the employees not being properly trained. Other time, I was told that I will receive some store credits coming along in 3 different store cards, the lady was even able to tell me the dates when those will be send out. When I follow up after several days, I was told that the credit was not even approved...scam and confusion all the way.

  They have to return a credit of $40x12 months, total of $480, which I will not stop requesting even if I go to court

  Regards,
  
  ***** *****

  Business Response

  Date: 02/24/2025

  I tried reaching the customer with the number provided. There was no answer on my attempted callback. I left a voicemail in detail about her concerns. I also provided a callback number in case she would like to reach out to us.

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising 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.

  The cable company astound broadband (formerly known as RCN) promised to give me $100 gift card 90 days after I opened my account with it in August, 2024. I should get the gift card back in November 2024, but I have not received it as of today , February 3, 2025. I contacted astound broadband multiple times : One on January ******, I was told I should receive it within 3 business days. When I contacted it second time after 3 business days, I was pushed back and told that I should receive it in 2 weeks. I contacted them the third time after 2 weeks, I was told it will take another 3 weeks. I do not believe them and asked the estimated timeline I can truly get the gift card: will it be another one month? another one year or longer? Astound cannot give any timeline that I can TRULY get the $100 gift card. As of today, I have not received the $100 gift card yet after multiple calls and what I got is kept being pushing away. I requested astound to keep the promise and send me the $100 gift card ASAP and do not kept delaying and denying it.

  Business Response

  Date: 02/04/2025

  Reached out, no answer, left voicemail advising of the *** in which they should receive their gift card redemption email, also provided MPell Solution contact as they are who sends the emails for gift cards. 

• Initial Complaint

  Date:01/31/2025

  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.

  Beginning in September 2024 Astound Broadband made a change to my service telling me I was being upgraded and I have had billing problems ever since. I keep getting charged for going over my data when I haven't come close. I am signed up to get notifications if my data is going to go over and I've never received one. My data allotment has always been 1,024 GB and according to my data usage I have never gone over 723. I have been forced to try and fix this with around 4 or 5 phone calls every billing cycle. I have been treated with such disrespect and disdain being patronized as if this is my fault. They acknowledged that there was a mistake and promised it was fixed only to have the same problem the next billing cycle. I have asked hundreds of times to speak to a manager and actually get this resolved only met with refusal an unwillingness to actually look at my account in detail. I have asked them to to change my service plan every time so I could have a consistent bill without data charges but it keeps happening. I have no options to resolve the issue and they seem to have no willingness to understand the issue.

  Business Response

  Date: 02/03/2025

  Spoke to the customer, went over what happened with billing and package changes, feedback for previous interactions. Confirmed recent change that helped resolve concern, credited remaining overage charges and went over updated current balance and rate moving forward. 

  Customer Answer

  Date: 02/04/2025

  [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 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:01/21/2025

  Type:Sales and Advertising 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 joined astound with the promise of a $30 bill every bill has been hundreds of dollars the advertising i false . they lie to customers about payment arrangements when you ask why they dont educate you. i pay more for internet than i do for a 4 line cell phone bill . nev er provided amazon gift card,

  Business Response

  Date: 01/29/2025

  Reached out to customer to go over billing, payment history and promotion details. No answer, left voicemail.

  Customer Answer

  Date: 01/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: there is no response i have chat screen shots of multiple reps lieing eveyrting is deceptive. I moved out left ,y grandmother to the apartment they would not let her open an account of her own either I have contact all chicagoland news channels as well as my building to recommend different provider to residents 
  
  
  
  
  
  
  
  Regards,
  
  
  ***** ****

  Business Response

  Date: 01/31/2025

  Reached out to customer  for a second attempt callback, to go over the billing and payment history, no answer, left voicemail.

• Initial Complaint

  Date:01/21/2025

  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.

  I requested that the Internet services be terminated effective January 21, 2025. My bill is due February 9, 2025. The company refused to terminate my Internet services until the end of the billing period, February 9, 2025 although I disconnected the modem and I am not even using the service anymore. The supervisor I spoke with said she will terminate the service at the end of the billing period and charge me for the remainder of the the billing period.

  Business Response

  Date: 01/29/2025

  Reached out and spoke with the customer, went over the policy information regarding data disconnects and when we had sent out notices in March/April to advise customers of this change. Customer understood, but just disagreed with the policy. No further questions.