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

756 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:01/21/2025
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 am filing this complaint regarding the excessive and unfair fees charged by Astound Broadband for my internet services.Over the past year, I have been charged numerous late fees and restoration fees totaling over $300. These charges stem from late payments for my internet broadband services, which are now billed at $19.95 per month since the federal Affordable Connectivity Program (***) expired. Previously, my bills were covered under the *** due to the pandemic, but now I am being charged significant penalties for late payments.Specifically, if my payment is late, Astound assesses a $15 late fee and an additional $40 to restore my services. These surreptitious fees are disproportionate to the service cost and were not explicitly disclosed to me in a clear manner. I only became aware of the extent of these charges after reviewing my past invoices, as they were not communicated transparently by Astound.I believe these practices are predatory and exploitative, particularly considering the financial strain many individuals are still experiencing post-pandemic. Charging $55 in penalties on a $19.95 monthly service bill is unreasonable and unethical.I request that Astound Broadband review and refund these excessive fees and implement clearer billing practices to ensure transparency for all customers.Thank you for your time and assistance in this matter.
Business Response
Date: 01/28/2025
Reached out to customer to go over the billing and discuss options, no answer, left voicemail.
Initial Complaint
Date:01/17/2025
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 for Astound by RCN over three months ago. My account number is ***************. This company claims that new customers will receive a $100 Amazon Gift Card. It has been over 3 months, and they are claiming that they can not give me the gift card because I missed a payment and that I had a late payment. I didnt have a late payment, my Auto Pay was on. My first payment is the one that they claim to be late, however, that payment was taken, and I received an email confirming that they received payment. Then there was an issue, theyre telling me that they didnt get the payment, which I dont understand,
Business Response
Date: 01/29/2025
Reached out to customer to go over the gift card offer concern. While going over the eligibility requirements, and customers payment history, call dropped. Tried calling back, rang and went to voicemail. Left a voicemail.
Customer Answer
Date: 01/29/2025

Complaint: ********

Please call ************, the account holder and explain why you are calling.

Regards,

Suresan Pookkulangara
Business Response
Date: 01/31/2025
Spoke to customer, and explained why his gift card offer became ineligible, due to declined payment within first 90 days of service, customer did not agree with how the requirements are set. Had no other questions or concerns.
Initial Complaint
Date:01/15/2025
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.
Im filing a complaint against Astound broadband because of unethical billing practices.And poor communication with customer service ****************** each month my bill is soposto be ***** a month when I call in to make a payment the bill is all different prices and the staff fails to tell the customer the overall full balance they put you on hold so they can speak to a manager and come back and ask you what are you able to pay today so we can get your service up and running they never tell you that upon shut off they charge an reinstallment fee of 45 dollars on top of late fees so when I pay on the bill monthly its 24 dollars 35 dollars all different prices over all the **** ***** stands in the *********** the customer cant catch up on payments because there constantly getting shut off to the fees generate so as I pay on the balance nothings coming off staff never discusses that with the customer Im not happy at all and I need. Fair resolution as soon as possible
Business Response
Date: 01/24/2025
Spoke to customer, went over the billing concern and prior interactions customer has had with our agents. Confirmed fees waived, current full balance and when it is due by to avoid any additional late fee. Customer satisfied with being heard regarding the issue and full explanation of billing.
Initial Complaint
Date:01/08/2025
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 terminated my service and Astound added a streaming device charge to my account one month after the termination.When I reached out the ***** kept repeating that I did not return a "4K Streaming Device" and kept saying it is at the back of the TV -- not only did I used my own modem for the internet service (for every single bill I have received from Astound they have indicated on there "customer owned modem"), I was also subscribing for internet service only so no TV service at all!The first ***** gave me a case number and promised me that I would get a response within ***** hours, and of course there was no response. When I reached out again the ***** only repeated that the case team was still looking at it and refused to give me any time estimates or having supervisors looking at the case.
Business Response
Date: 01/15/2025
Reached out to customer, no answer, left voicemail advising of device being marked as returned, this will generate a credit to the account clearing the unreturned equipment charge.
Initial Complaint
Date:01/07/2025
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 a 2 year price lock contract in June 2024 and during my last 2 statements (November 2024 and December 2024) they charged me $4.29 more per month. I contacted customer service and they advised that they informed me of the price increase in October. I have not agreed or signed to be paying more than what I initially agreed upon ($61.20 per month). **************** is refusing to honor the price lock guarantee.
Business Response
Date: 01/14/2025
Reached out to customer, no response, left voicemail advising the promotional price lock is for the service charges, and has remained the same in pricing. The change in the Network Access and Maintenance Fee and Municipal Construction Surcharge Fee, are not included in promotional pricing so are subject to change. A notice was sent a month prior to this change for advanced notice.
Initial Complaint
Date:01/02/2025
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 service with RCN on 12/21. My billing cycle began on 12/16 and they are trying to charge me for an entire billing cycle even though they are no longer connected and cannot provide the service any longer. They refuse to prorate the bill.
Business Response
Date: 01/10/2025
Reached out to customer regarding disconnect process concerns, no answer, left a voicemail.
Initial Complaint
Date:01/01/2025
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've ordered this service on 10/20/2024.
Estimated total is $ 20/ month.
Lock in period 24 month including free sim with unlimited data.

After 1 months I received monthly bill of $35.48 > $ 15 one time + $20.49 for taxes, surcharge and fees.

2nd month Bill
$88.60 > $35.48 previous bill + $30 bundled service+ $23.12 taxes, surcharge and fees.

After that I called customer service and they told me TAXES, SURCHARGE AND FEES ARE GOVT CHARGES. WE CAN'T CONTROL IT .

I told them previous tenant at same address was having $20 total bill from Astound.
But clearly told no.
Do we look like ******* idiots.

Anyone else with same concern let me know and we can make money by lawsuit.

DO NOT BUY INTERNET FROM ASTOUND. THIS COMPANY IS A CHEAT.
Business Response
Date: 01/10/2025
Called customer to go over promotion and package information, when going over the promotion details and autopay discount, call ended, reached back out, no answer, left voicemail.
Customer Answer
Date: 01/15/2025

Complaint: ********

I am rejecting this response because:

This comment is truly false. I've received call only once and that's for review and recommendations, > I said 1 star and give him details why. he said ok I'll pass details to team, you'll be lucky if you receive response.

No other calls from Astound.

Regards,

****** ******
Business Response
Date: 01/23/2025
Reached out to the customer, was advised they are not available to talk until after 7pm, since that is after business hours for this department, I advised I could send an email to go over account concerns, customer agreed that is fine. Sent an email going over the promotion details and services, billing and our associated fees with each service.
Initial Complaint
Date:01/01/2025
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 attempting to charge us for equipment that we returned in 2021!
Business Response
Date: 01/09/2025
Spoke to the customer, advised of case that was worked to remove unreturned equipment charge from account, charges cleared. Issue resolved.
Initial Complaint
Date:12/27/2024
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.
Presently we have phone, internet and tv from Astound and our bill is currently $395 a month. I asked about dropping the phone and two of the three boxes and they said my bill would go up to $441 month because of not having the phone line. I asked how much was the phone a month and was told $20 but my bill would go to $441, but I stated you just told me it was only $20 month. So by dropping some services my bill and everyone who has them would pay more. I asked if I cancelled everything that I was no longer a customer how much would it be just for the internet. I was told that my name and this address is in their system and I could not cancel and become a new customer. I then called back later and spoke to someone else and got different costs numbers. They also said I can't have just one box because it needs two to work but I only have the main box hooked and it works fine. Why are people getting penalized for getting less but paying more.
Business Response
Date: 01/13/2025
Tried to reach out to customer, contact numbers on this ticket and on account file not working, sent customer an email, awaiting response.
Customer Answer
Date: 01/14/2025

Complaint: 22737769

I am rejecting this response because:
I was never contacted. The phone number they have is probably ************ which we have not used in years and that is why we canceled it. ************ is the correct number and **************** is my email.

Regards,

***** ******
Business Response
Date: 01/23/2025
spoke to customer on 01/15/2025, went over reason for some of the miscommunication in the bundled pricing before, as for current plan and pricing, offered loyalty credit at ***** monthly, and gave future billing expectations. Customer accepted, issue resolved.
Initial Complaint
Date:12/13/2024
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 10/23/2024 I had astound tech come to my home and install internet service. Took around 2-3 hours. After they left internet worked okay. Days later the modem/router combo they had installed started acting strange. It would randomly reboot itself. Now the modem/router combo has to be reset almost daily as it randomly cuts internet access and wont even provide wired Ethernet via its ports. A factory reset temporarily fixes it. I have contacted support countless times. All I get are copy and paste troubleshooting. I finally had enough and I demanded they swap out the defective modem. I was told I can either go to their offices or have a tech come and swap it. I opted to drive to their offices over an hour away to swap it. I make the long drive in 10 degree weather, only to find out when i get there, the offices are permanently closed. I call astound and the agent confirms that they closed it. When I ask her why she sent me there then she hangs up. Im demanding astound to make this right. Swap my modem, and credit my account properly for the lack of service, and making me drive over an hour to a closed office, then another hour back home with the same exact defective modem. Otherwise Ill just end up canceling the service and any final bills I will not pay and Ill instead bill astound for my time and gas wasted. Id also like to note that astound to this date, STILL has that permanently closed office listed as open on their official website. I have screenshots of everything including the astound agents telling me to go to that office.
Business Response
Date: 12/18/2024
Reached out to customer to offer scheduling a tech visit, no answer, left voicemail.
Customer Answer
Date: 12/28/2024

Complaint: 22683413

I am rejecting this response because:

I returned the call on December 20th,2024 4:36pm. Left a voicemail and havent heard since. Instead I noticed on my I was given a $25 credit, while Im still dealing with problems daily

Regards,

******* *****
Business Response
Date: 01/08/2025
Spoke to customer regarding service issues, scheduled a tech out for today, will follow up with customer tomorrow morning to see how the results of the appointment went.
Customer Answer
Date: 01/14/2025

Complaint: 22683413

Tech was sent out and the tech was VERY well informed about it all and he checked every single thing. No complaint about the tech. He confirmed the router/modem combo I was given was the problem. He offered to instead give me just a modem as that would fit my setup better (I have my own router/mesh system). After setup he once again took time to test it all well. Its been a few days any absolutely no complaints. I was never called back the next day or at all since. However I still feel proper credit is due. I was previously offered $25 credit for the months of issues. I strongly feel that isnt enough/fair. I spent hours trying to fix an issue. And not to mention astound made me drive 2+ hours to one of their offices and back home. Office which apparently had been permanently closed for months. Which by the way, its STILL listed as open to customers to this day on their official website. Proper credit is due for the lack of prorper service, and making a customer drive 2+ hours in single digit weather due to Astounds own lack of proper information within its customer service reps.

Regards,

******* *****
Business Response
Date: 01/23/2025
Spoke with the customer, confirmed since tech appointment services are good, applied a credit of ***** for inconveniences and service issues customer experienced, issue resolved.

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