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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

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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:11/04/2024

      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.
      On 10/10/2024 I ended my account with RCN by phone and was told RCN policy is they no longer due pro-rated bills. I informed the customer service agent that the new billing cycle started on 10/1/2024 and I'm ending my service on 10/10/24 but you expect me to pay for services I'm not using until 10/292024. On 10/11/2024 i got an email from one of the account specialists who offered to lower my bill in an attempt to get me to stay with them. I informed her they should have done that in August when I first reached out about the price of my bill and not wait until someone leaves. I then asked her about the bill and she stated I would get a new bill once the modem was returned to RCN. The modem was returned on 10/16/24 and a few days later I tried reaching out to Deanna (the person who emailed me) but my email was ignored twice. I got tired of waiting for a new bill and paid $32.66 which is what I got after using a pro-rated calculator. A couple days later I got a bill from RCN for $78 due the end of Nov., so I called RCN. I asked what this was for and told it was the remaining balance of my bill. I then informed the agent it was no way I would ever pay that: I'm not giving rcn $78 for a service I didn't use no matter what the policy is. She tried telling me the bill is actually for the previous month of service but that does not reflect the days of service on the bill and besides I've now been told 3 different things. I'm looking for someone from the corp office or manager to reach out to me, but the bottom line is rcn will never see a dime of that $78

    • 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.
      On today, I spoke with a supervisor regarding removing the checking writing restriction from my account. I was told
      It would be removed today and once I went to make my payment couldn’t add my checking account as they are now requiring I make a payment via debit card in order to remove the restriction. I explained to the agent and supervisor that my account was compromised and I don’t have my new debit card for my account. Manager even asked me for my checking account number and now I’m worried about my new account being hacked by the agent. My payment is due Thursday. I need someone to contact me immediately. I have been a customer for years and this is disrespectful and discriminatory customer practices.

    • Initial Complaint

      Date:10/31/2024

      Type:Service or Repair 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.
      10/25/2024, I received a $132.30 bill for not returning the modem. But the reality is, the new tenant after me called RCN on 10/22/2024 to double check what to do with my modem. The RCN customer service told them to throw it away, and then RCN billed me for not returning the equipment three days later. I called customer service to explain the situation. The customer service was extremely rude and unprofessional. She said if its under my name, I need to pay no matter what. She did not care at all what happened. She interrupted me throughout the call, urging me to hang up. This is extremely unacceptable as a customer service representative. She not only did not provide any help, she did not even show the willingness to understand what happened. I have never been treated like this. First, I got scammed by the company. And then, I got treated disrespectfully by their customer service. This is THE WORST EXPERIENCE EVER.

      Business Response

      Date: 11/29/2024

      Called customer and there was no answer. Please be advised account was credited for equipment on 11/18. Account is closed with a zero balance.

    • Initial Complaint

      Date:10/31/2024

      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.
      RCN, now known as Astound, has increasingly raised its monthly rates to an exorbitant amount. However, my complaint is not about their ridiculous prices it is about their outdated and dangerous digital security practices. The company stores RCN webmail passwords in plain text. If you call their agents, they will read your password to you over the phone or, they will ask you to recite your password over the phone for confirmation. Furthermore, they will not permit an RCN webmail password to be over 8 characters long. 8-character passwords are incredibly weak and easily compromised. They are very susceptible to brute force attacks. Furthermore, RCN webmail does not support two-factor authentication or similar modern security protocols.The following actions must be taken immediately at Astound to ensure the privacy and security of their users otherwise, a massive data breach could be inevitable:(1.) Stop storing user passwords in plain text. All passwords must be encrypted, hashed, and salted in accordance with modern cybersecurity standards.(2.) Remove the 8-character limit on passwords. Allow users to generate lengthy passwords and passphrases with an unlimited combination of letters, numbers, and special characters.(3.) Support two-factor authentication for webmail, compatible with third-party authenticator apps.(4.) Ensure the highest standards of encryption and security for email transit and delivery.(5.) Instruct customer service representatives not to give away sensitive user information, such as passwords, to callers. (By phasing out plain-text passwords, this issue should be resolved.)It is absurd for an ISP to have such antiquated practices. Their rationale is to "help customers who may have forgotten their passwords or to verify account ownership." This is ridiculous NO other tech company does this. This is substandard and dangerous. Users have been complaining about this for over a decade, and it still has not been addressed in 2024.

      Business Response

      Date: 11/29/2024

      No information provided to contact consumer however feedback is appreciated and has been shared with appropriate department.

    • Initial Complaint

      Date:10/31/2024

      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.
      When I called and scheduled an installation, I was told that I would get a month free. After the installation, they are pretending this is not the case and are trying to charge me every month.

      Business Response

      Date: 11/27/2024

      The promotion code was not applied properly causing the discrepancy with the one month free. Customer spoke to ********** on 10/31 and a credit was applied for one free month to satisfy the promotion offer. issue was resolved.

    • Initial Complaint

      Date:10/31/2024

      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.
      I terminated my service with Astound, and returned all the equipment. During my time with Astound I had 3 small and one large cable boxes in my home. My son can confirm this.
      When I terminated the service, I returned the 3 small cable boxes and one large cable box. Astound must have had a clerical error on their end. They expected four small cable boxes returned.
      They did not acknowledge receipt of the one large box, only the 3 small units.
      They are trying to charge me for a 4th small cable box which was never in my home.
      I have called to explain that my 4th TV could never use the small unit because of how it was mounted, and the phone representative said I was lying. The phone rep told me that there was no record of the large cable box and that I was confused.
      They are claiming an outstanding charge of $203.09 for this unit which was never in my house.

      I am an 82 year old retired school teacher living on a modest pension. At best this is a case of Astound charging the customer for their clerical error. At worst, this could be elder fraud.

    • Initial Complaint

      Date:10/29/2024

      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.
      RCN after confirmed cancellation added a charge for unreturned equipment.

    • Initial Complaint

      Date:10/29/2024

      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.
      I am in the process of relocating to a new residence and require internet service. When I contacted RCN, now known as Astound, they informed me that I have an outstanding balance from 2018 in the amount of $222. This came as a surprise to me, as I had no prior knowledge of this debt and had not received any communication from RCN regarding it. I believe this information to be incorrect, as I had previously resolved my internet service with them before switching to Verizon Fios.

      RCN claims that there is missing equipment and an unpaid bill, which I believe to be fraudulent. I kindly request your assistance in rectifying this matter, as this alleged debt is not reflected in my collections records. I would like to have this issue resolved so that I can proceed with setting up new service with this company. I appreciate your attention to this matter and look forward to a prompt resolution.

    • Initial Complaint

      Date:10/25/2024

      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.
      On 09/26 I contacted Astound via customer service chat to disconnect my ********************. I was told I cannot disconnect my wifi and that it would continue until 10/17 at the end of the billing cycle. I got my bill that says I owe the full amount, $102.56! I only used my WiFi for one week of that while biking cycle. I have to pay for 21 days of service that was never even used. I want my bill pro rated. I will not pay for the whole 30 days of service, if I only used one weeks worth.

    • Initial Complaint

      Date:10/25/2024

      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.
      I signed up for RCN Astound Internet under the notion that I would receive a $100 dollar ****** gift card after three months of service. I paid my bills each month, and never received this gift card. I am still subscribed to this internet service and make my payments every month on time. I would not have signed up for this service had the promo not been included. I am requesting the $100 ****** gift card that should have been provided to me when I hit the three month mark.

      Business Response

      Date: 11/29/2024

      Called customer and there was no answer, unable to leave a message due to mailbox being full. Customer did not meet the requirement for the promotional offer of $100 gift card. 

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