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Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see

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Astound Broadband powered by RCN has 17 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/15/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      ********************************************************************************************* to the website above before I purchased my new cable modem. I picked the Arris G36 which is certified and recommended by Astound for speeds over 1G, I bought the modem and installed it but I ran speed tests and found out that while I pay for speeds to 1.5G, I can't even get 1G. I called customer service and they said it was an issue on my end and that a technician must come to my home. Technician came on 11/15 and told me that while my Arris G36 IS capable of speeds to 1.5G and more, that the device is NOT capable with Astound service. I told him that the Astound Website RECOMMENDS and CERTIFIES IT. He said he doesn't care what the website said, I will never get 1.5G speed with the Arris G36 unless I get another provider. I called customer service 11/15 and was told I need another technician to come because she can't help. I asked to speak to a supervisor and I waited 5 minutes before I was told no supervisor was available. I told her that I am considering an attorney because I am paying for speeds I will never get with a device ******************** certified and recommended.

      Business Response

      Date: 12/04/2024

      Troubleshooting was done with customer, issue was found to be an adapter customer was using that did not support speed, customer was pleased with the education and apologized for any misunderstanding. Issue resolved.

      Customer Answer

      Date: 12/04/2024

      [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:11/15/2024

      Type:Billing Issues
      Status:
      Answered
      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 just signed up for their $20/month 24 month promotion. I got my bill knowing that there would be an installation fee of $14.99, but there were additional fees added on. The fees are Network Access and Maintenance Fee for $16.93 and Municipal Construction Surcharge for $3.56 for a total of $20.49 in fees which is more than what my monthly payment should be for the internet access.I chatted with someone and they said "This fee is neither government-mandated nor a tax, fee or surcharge imposed by the government; it is a fee that Astound assesses & retains. At Astounds discretion, the Network Access and Maintenance Fee may be waived or discounted." I asked for it to be waived since that is one of the options for the fee and they said that they can't because they are taxes. They refused to help me with this issue and offered no solutions.I should not be paying double what my bill is expected to be because of hidden fees. This is extremely deceptive. Expecting a $20 bill based on contract and promotion with no mention of how much fees would be and then receiving one for $40.49 is absurd. I spent hours talking to this person and had nothing to show for it.

      Business Response

      Date: 12/05/2024

      Called customer, no answer, left voicemail in regards to questions about our taxes/fees.

    • Initial Complaint

      Date:11/14/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Business refused to cancel service same day and insisted on payment for the full month of service.

      Business Response

      Date: 11/27/2024

      Attempted to call customer twice with no answer. ******************* was canceled following Astound Broadband's terms and conditions.  Astound terms and conditions state our disconnect policy to be the following:  For Customers that subscribe only to ******************************************** Service: Astound provides the Service to Customers that only subscribe to the ********************** Service on a monthly subscription basis. In this case, Customers monthly service period begins on the first day following your commencement of Service date and the Service subscription automatically renews thereafter on a monthly basis beginning on the first day of the next billing period assigned to you until you cancel the Service. You are responsible for the full monthly charge (without pro-ration) for the Service, even if you terminate the Service prior to the end of the monthly service period. If you terminate the Service prior to the end of the monthly service period, such termination shall be effective at the end of the then-current monthly service period. You will continue to have access to the Service at the account location through the end of the then-current monthly service period.  This information can be located on our website at *****************************************************************************

    • Initial Complaint

      Date:11/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 8/8/2024, Astound Broadband installed a cable wire in my area. It appears to be a wire for a neighbor across the street from me as they tied the wire to trees so that it would hang high above the street as it crossed from their side of the street to mine. The wire then comes down the tree on my property, runs along the lawn on the side of my house, is hanging over my fence, and then goes to the main box which is behind my backyard. This wire has now been there for over 3 months. Not only is this an eyesore, it is a safety hazard for my daughter and my dog. I have reached out to Broadband directly and they have "escalated" the matter each time, but obviously nothing has gotten done. I have tried getting the village involved, however that hasn't been fruitful, either. The BBB is my last resort. Astound does not have a physical location I can go to so I can talk to someone and their customer service has been extremely negligent. I am not even a customer of theirs yet they have inconvenienced me for 3+ months. My landscapers have been inconvenienced as well. My daughter and dog have been inconvenienced. But since I'm not a customer they could care less. Any help would be greatly appreciated to get this safety hazard taken care of ASAP. Thank you.

      Business Response

      Date: 11/29/2024

      We are sending a field tech to assess and address the lines on the property.

    • Initial Complaint

      Date:11/10/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      RCN has taken an excess $5,823.35 from my bank account without my consent. How did this happen?

      When previously, RCN started raising rates above market rates without my consent, of course I canceled their service.

      Seeking to regain me as a client, RCN called me asking me to start up again. I agreed SOLELY on the condition they not try to take any amount from me beyond the agreed $34.08 for 155 Mbps service.

      Nonetheless, starting in October 1, 2018 with a 56% price increase to $53.28, due to my having agreed to an initial auto-debit only for the monthly $34.08, RCN has unilaterally taken increasing sums out of my bank account without my consent now rising to 502% the original price to $171.19. Despite my having previously emailed them not to and to refund overbilling on May 15, 2020 and afterward, RCN has persisted. When I logged in to RCN's proprietary interface, their customer service agents refused to correct this overbilling.

      Now, although RCN offers 300 Mbps for $36.93/month ($30 for 300 Mbps + $16.93 fees - $10 auto-pay), RCN for 155 Mbps is taking $171.19 from me. RCN is currently billing me 500% the price for service and 50% as fast.

      RCN's actions are unconscionable, and I need a refund with interest immediately.

      Business Response

      Date: 11/29/2024

      Called customer, no answer, left voicemail in regards to billing concerns and rate increase questions.

      Customer Answer

      Date: 12/06/2024


      Complaint: ********

      I am rejecting this response because:

      RCN continues to owe the excess $5,823.35 they took from my bank account without my consent. As a reminder, RCN raised rates extortionately (56% and ultimately 502%) despite my having cancelled and despite my express prohibition. Although RCN's Megan kindly left one brief voicemail message November 27 at 4:37 pm EST (23 minutes before last week's Thanksgiving holiday), RCN still has not refunded the money they took, nor offered any remedy, nor returned my call from December 2. I request and must insist they correct this immediately

      Thank you,

      ***** *******

      Business Response

      Date: 12/17/2024

      Reached out to the customer, no answer, left voicemail.

      Customer Answer

      Date: 12/28/2024




      Complaint* ********

      I am rejecting this response because:

      No resolution has been offered or granted.

      Astound’s voicemail on December 17 was for an “FCC ticket” not for this BBB complaint or they claim to be responding to. Was this for my BBB complaint, or does Astound have difficulty keeping all its regulatory problems straight?

      Having previously left a voicemail 23 minutes before the Thanksgiving holiday, Meighan now sent an email on the Christmas Eve holiday. Could it be possible Astound RCN has an email account they actually staff? If RCN had responded to emails instead of trying to make communication hard on customers, this problem would never have happened.


      I replied asking about hours.
      Regards,

      ***** ******* 

    • Initial Complaint

      Date:11/07/2024

      Type:Billing Issues
      Status:
      Unresolved
      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.
      JUST ASKING FOR COMPANY TO BE TOTALLY HONEST AND TRANSPARENT WITH CUSTOMERS REGARDING ********************** SPEEDS AND THEIR CHARGES AND WHY ARE THEY REQUIRING A CREDIT CHECK, AND A PROHIBITIVE CHARGE FOR ACTIVATION

      Business Response

      Date: 11/27/2024

      Called ****** and there was no answer. There was no option to leave a message. Sent email with direct contact information for ****** to call us for further assistance.

      Customer Answer

      Date: 12/05/2024


      Complaint: 22524987

      I am rejecting this response because: 

      REGARDING THE AFOREMENTIONED, I HAVE SPOKEN TO THE COMPANY AND UNFORTUNATELY NONE OF THE ISSUES THAT WERE IN MY ORIGINAL COMPLAINT WERE PROPERLY ADDRESSED.  IN FACT, THEY GOT EXTREMELY DEFENSIVE WHEN I MENTIONED THAT IT FALLS INTO THE CATEGORY "IT IS THE COST OF DOING BUSINESS" AND SAID THAT THEY RESERVE THE RIGHT TO PASS THESE CHARGES ONTO THE CUSTOMER.

       

      HOWEVER, THEY WERE SOMEWHAT COMPLIANT AND OFFERED TO PUT TOGETHER A FEW PACKAGES AND GET BACK TO ME EITHER VIA EMAIL OR PHONE THE SAME AFTERNOON WHICH WAS THIS PAST FRIDAY, BUT NEVER MATERIALIZED.

       

      TIME IS OF THE ESSENCE AND I AM STILL TEMPORARILY DISABLED AND CANNOT AFFORD TO BE WITHOUT COVERAGE (ESPECIALLY PHONE) AND HOPING THAT YOUR OFFICE WILL INTERCEDE ONCE AGAIN.




      Regards,

      ****** ********

    • Initial Complaint

      Date:11/06/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a internet customer for 3 years. For the past few months my bill gets higher and higher each month. I pay the bill every month. I get email stating complimentary speed increase and the bill goes up. My bill is up to $120 a month just for internet. I can call ask for a reduction in price but that's only for a limited time. I'm disable so limited income. I'm currently stuck with RCN since there is no other internet provider in my area. I'm on a few wait lists. I have explained to RCN I am disabled with limited income but all I know the bill keeps going up and up and up. The service works fine but the price WOW. It's the most expensive. A billing adjustment would be appreciated but having to call every few months to do this over and over is annoying. They should have some sort of plan for low income. I asked about reducing speed and was told it wouldn't reduce the price. Either adjust the billing price or I will gladly give their equipment back which I've been paying for 3 years.

    • Initial Complaint

      Date:11/05/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 returned equipment to RCN/Astound several years ago after purchasing my own router/modem. However, the company’s staff at the Queens, NY location did not provide me with any paperwork upon my request when I returned the equipment. The two young males stated that it was not necessary and everything would be taken care of. Thereafter, it appears they lost the returned equipment because I am receiving statements for money I owe for equipment that I have not had for years. This charge is only appearing after I made multiple efforts to speak with RCN/Astound before switching services with another company. No effort was made by the RCN/Astound’s staff members to retain me as a customer. Thereafter, I switched to another company that has been more respectful and values its customer. After this switch, RCN/Astound began sending bills for equipment that is not under my possession and nor was I paying any rental fees since it is nonexistent. I do not owe RCN/Astound any money and I expect RCN/Astound’s leadership to address this asap. I will not tolerate this harassment and false allegations. RCN/Astound is incorrectly charging me $130.65 for an item that I no longer possess and returned several years ago. Their staff neglected to maintain proper records and seem to have misplaced the equipment.
      -**. **** ****

    • Initial Complaint

      Date:11/05/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 had been on a one-year promotional monthly rate of $84.97 with Astound Broadband that was set to expire at the end of October, 2024. I had noticed that my monthly bill had gone up before then, so I reached out to Astound on August 29, 2024. The Astound agent gave me a new one-year promotional monthly rate of $85.95 after taxes, surcharges and fees, that she said she would apply to my account. However, she never did. I recently received my November bill in the amount of $171.95. I reached out multiple times to Astound to have my bill corrected to $85.95, but Astound either refused to make the change, or outright ignored my correspondence. This despite me having the screenshot of the chat with the agent on August 29 as proof of our conversation. I have been following up with Astound for weeks, but they refuse to honor the rate that they had given me.

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Called customer service to cancel service in August of 2024 and have been charged 479.09 up until November 2024 total of 1437.27 and have been refused refund of any amount, all equipment was returned

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

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