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

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

• 

  RCN

  110 S 69th St Upper Darby, PA 19082-4118

• 

  RCN

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

• 

  Astound Broadband by RCN

  28 West 23rd Street 11th Floor New York, NY 10010

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:12/09/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 on my building's condo board and we renewed our contract with Astound and as part of that contract, all owners are supposed to have access to the MAX app.Astound have stymied every attempt I have made as a board member to figure out how our owners can get access to MAX. Because we pay them through a bulk agreement, none of the owners have set up an individual account and therefore do not have access to account numbers or PINs needed to get access to MAX.First, RCN said we don't have access to this service, until we resent them our contract and they acquiesced. Then, they gave me incorrect information on how to go about retrieving my account number and ****** took several calls and over an hour with their national support line (who were FANTASTIC!) to determine that I in fact, cannot access MAX and have no recourse other than to be mailed a letter with information that I then use to call back the customer service line to verify my identity.We have now been paying astound for the last month and not receiving services as part of the contract. The representative we have, ****** *******, has been proving incorrect answers or informing us overall. He has provided no solution for how to get owners expedited access to this service that they first tried to deny we have, and now are blocking our access. They are getting paid by us and we are not receiving the full services of our contract and I don't know what else to do. They could refund us for the amount of time owners did not have access to this service, and that could continue until the majority of owners have set up an account and gotten confirmed access to MAX.

  Business Response

  Date: 12/17/2024

  Reached out to customer to review steps on MAX access or any questions, no answer, left voicemail.

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22661894
  
  I am rejecting this response because:
  
  There is no call history from RCN, nor any voicemails that they left me. Have ****** ******* stop ignoring mine and my property manager's emails because he is our direct account manager and this issue needs to be rectified for our ENTIRE building.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:12/09/2024

  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.

  Since astound took over for WOW; their service has not been good. I’ve called numerous times To resolve these issues. Essentially, I had to get more reliable Internet service because I work from home. I did call to check when my billing period was over before I switched services which is 12/21. I switched my Internet service on November 30. I called to cancel my service 12/9 so that I don’t have to pay for the full month and they told me they have a policy on their website that states that you can’t cancel in the middle of the billing cycle. I was not aware of that nor did anybody tell me that when I called to ask questions about canceling. I talked to three different supervisors and they refused to cancel my service now and our insisting that it’s their policy and if I Didn’t agree to it, I would’ve had to cancel eight months ago per a letter They claim they sent out. I never received anything from this company and I would not have agreed to that. I do not believe I should be billed for the rest of this month or this month at all since I haven’t used the service Since November 30 especially with all the internet issues I’ve experienced these last few months that’s caused delay in my work.

  Business Response

  Date: 12/16/2024

  Spoke with customer, added credit under service quality issues, adv new balance, customer satisfied. Issue resolved.

  Customer Answer

  Date: 12/16/2024

  [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:12/09/2024

  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.

  I called the company to disconnect the Internet and cable service on Nov 26 and returned all their equipment the same day. I expected a partial refund for the unused service in that billing cycle, instead I was sent a bill for the incoming month today. When I called, the company's representative acknowledged that the new bill was sent in error, but I was informed that I still need to pay for the two weeks that I was not receiving any service because "that's how their billing system works." ******************* created an interesting business model, in which they charge customers money for what exactly...? They are NOT providing ANY service whatsoever, they are in posession of all their equipment, yet they continue to charge customers. That's about $90 in this case, that the company feels they are entitled to... just because? 'Just because' should not be legal, and I wonder if it is. And if it happens to be legal, the State Legislature should look into this particular business practice to make sure people are not forced to pay for a non-existent service.

  Business Response

  Date: 12/17/2024

  Spoke to customer, Adjustment on the account from 11/26/2024 - 12/6/2024 in the amount of $77.97, issue resolved

  Customer Answer

  Date: 12/26/2024

  [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,
  
  ******* ******

  Customer Answer

  Date: 01/07/2025

  
  Complaint: ********
  
  I am rejecting this response because: There was an agreement reached regarding case #********, but the company (Astound Broadband/RCN) did not fulfill its promise. According to our phone conversation, the disputed amount was supposed to be credited to my credit card they had on file. As of today, it has not happened yet.
  
  
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 01/08/2025

  
  
  Better Business Bureau:
  
  

  Thank you VERY much for your assistance. As of this morning, the amount we agreed on is in my bank account. The case can be closed.

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

• Initial Complaint

  Date:12/05/2024

  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.

  In November of 2023, an RCN salesperson came to my house and assured me that a trial of their services would be a trial and I would owe them nothing if I did not like the services. I accepted the trial of their services and had a modem and remote left to me to try their services. After a month, I was not convinced that their service was any better than the service I had and returned their device and cancelled the service. They continued to send me bills after I returned the services even after I contacted them that their device had been returned and the service cancelled. A year later, I receive a notice on my credit monitoring service that I was sent to collections for them. I had no way to contact them to straighten this situation out and my only recourse was to pay the amount they were demanding for a device I did not have and services that had not been rendered. Having paid thier demand, which is completely unfair without a way to contact them and resolve this issue is unfair, and I only want to have the credit item removed from my report.

  Business Response

  Date: 12/20/2024

  Customer advised he was told the account was supposed to be closed as a 30 day moneyback guarantee, account credited to honor, case submitted for equip that was returned.

• Initial Complaint

  Date:12/01/2024

  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.

  I have been with Astound Broadband for almost 20 years and now my bill has increased by $65 dollars monthly , I do not have a phone I only have 2 tvs I don't have high internet and I'm paying now $ ****** dollars a month. I was told that if I was a new customer I would get discount, what does that even mean? So since I'm a loyal customer for almost 20 years your going to raise my bill 65 dollars monthly so you can give discounts to new customers?? How fair is that? It to me is robbery just terrible.

  Business Response

  Date: 12/10/2024

  Called customer, no answer, voicemail has not been set up so unable to leave VM.

• Initial Complaint

  Date:11/22/2024

  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.

  Astound buried a fiber line in the easement behind our house and put their line directly intersecting our sewer line. This resulted in a backup of sewage in to the house twice and in the yard once (currently). Astound acknowledges that it is their fiber line in the sewer but will not come out to fix or repair it. They are requiring that we hire a plumber and then seek reimbursement through them. They have refused to provide their insurance or claims department contact information. My confidence in them paying for the service is not high.

  Business Response

  Date: 12/02/2024

  Spoke to ******, issue is currently being worked on, estimated to be completed by today or tomorrow, will follow up to confirm when done.

• Initial Complaint

  Date:11/21/2024

  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.

  Astound RCN keeps losing multiple weeks of my emails from all devices. Their customer service assigns it a case #, their "data ***** tries you once by phone then closes the case if you weren't there at some random time to get the call, and you lose the emails.

  Business Response

  Date: 12/10/2024

  Spoke to customer, we have scheduled a callback for tomorrow morning 12/11/2024.

  Customer Answer

  Date: 12/12/2024

  
  Complaint: 22588255
  
  I am rejecting this response because:
  

  Someone from Astound called today to follow up on mylost emails. She did not tell me it was because I had contacted the BBB.

  Thank you! I will let you know how it goes, she will get back to me on Monday.

  
  
  
  Regards,
  
  ****** Leader

  Business Response

  Date: 12/16/2024

  Spoke to customer, advised we had nothing from our end with the webmail team that detected system issues for any cause of missing emails, all we could detect was by **** client so could be something through the email app used, but did confirm we made sure everything was in working order.

• Initial Complaint

  Date:11/20/2024

  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.

  The company was to provide me a refund by today 11/20. They stated they would only send out a check on December 6th. The company cannot explain why it is taking so long to refund me. The refund was issued on 10/24.

  Business Response

  Date: 11/29/2024

  Called customer, No answer, left voicemail in regards to a refund inquiry on equip charge, prior notes show cx asking about an equip charge that we confirmed was not on account.

• Initial Complaint

  Date:11/19/2024

  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.

  I am submitting this complaint against RCN (Astound Broadband) regarding their refusal to prorate charges for unused services and their unjust billing practices.
  On 11/19/2024, I contacted RCN to cancel my internet service due to my relocation. Despite following their procedures and notifying them of my cancellation at the start of the billing cycle, RCN charged me for the entire cycle, even though I no longer resided at the service address or actively used their service.
  RCN may argue that devices at the service address were still connected to their network after my cancellation request. However, this is because my rental lease was still active, and the property had not yet been cleared. Importantly, the connected devices were not actively used by me, as I had already vacated the premises. Moreover, RCN had the technical ability to terminate the service immediately upon my request, which would have prevented any further connectivity. Their decision not to do so should not be used to justify charging me for services I explicitly requested to cancel.
  Unlike other internet providers, such as Verizon Fios, which prorate charges based on actual usage, RCN enforces a rigid full-cycle billing policy that unfairly penalizes customers. This policy imposes charges for services that are neither used nor accessible, creating unnecessary financial burdens.
  When I reached out to RCN’s customer service to address this issue, I encountered dismissive responses and unhelpful attitudes. Their representatives insisted that their policy does not allow prorated refunds, and their supervisors refused to provide any resolution. This lack of accountability and professionalism has caused significant frustration.
  
  Requested Resolution:
  1.A refund for the unused portion of the billing cycle.
  2.Confirmation that my account is fully closed with no further charges.
  
  Supporting Evidence:
  1.Email confirmation of my relocation to a new residence.
  2.Billing statement showing the disputed charges.

  Business Response

  Date: 11/27/2024

  Spoke to customer ******* and resolved concern around disconnect date and billing cycle. Customer has returned equipment. Customer is satisfied with resolution.

• Initial Complaint

  Date:11/19/2024

  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.

  I am being forced to use Astound internet in order to use their cable TV which is being provided by my condo association. Our condo association uses them for cable, but we should be able to use any internet service provider we choose. The cable TV is billed to our association not to individual units.

  Business Response

  Date: 11/29/2024

  Called customer, no response, left voicemail in regards to questions with having to use our internet with condo provided Astound cable service.