Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

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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

757 total complaints in the last 3 years.
298 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:10/10/2025
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.
My ISP (Astound) increased my bill without letting me know. I called twice to customer service for an adjustment which was agreed upon. My account was never credited. I want to discontinue service, but I don't believe that Astound will allow me. Even if I mailed back all of the equipment, I'm afraid that Astound will claim that everything was not returned.
Business Response
Date: 10/14/2025
Reached out to the customer, no answer. Customer spoke to a representative earlier in the day, who set up a disconnect work order along with applied credit. I left voicemail following up to see if there were any other questions or concerns. Provided department contact.
Initial Complaint
Date:10/06/2025
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.
Predatory billing practices. I called in to their customer service at ****** on Monday, October 6, 2025. The representative would not allow me to lower my speed package for internet service. When I tried to cancel and asked for a supervisor he told me I would have to wait on hold for an hour. I waited for an hour and he wanted me to hang up so I could not change my package. I want my $50 refund and because they increased my price without consent. The representative ***** told me his employee ID number was *****. The supervisor was ***** ID *****, She would not give me a cheaper package and I was paying $150! Their website was cheaper packages but they refused to change mine. Eventually, they told me my bill could be lowered but for the same service speed. They found a cheaper package but the speed remains the same. They agreed I could pay $93 instead of $150 for the same speed package that I was told I couldnt change unless I cancelled the service. These predatory billing practices stole $57 from me from the prior month they said was nonrefundable and would have continued for the future because the representative wouldnt change the speed package and made me wait on hold an hour to speak with a supervisor. I want a refund for $57 and free service for one month for the horrible experience on the phone and wasting my time. I want those representatives to not use predatory billing practices like this and lie to customers so they cant change their packages when they absolutely can. I should not need a supervisor to do this or sit on hold for and hour to get service. $150 for basic internet is absurd. The $93 is no bargain either.
Business Response
Date: 10/10/2025
Reached out, no answer, left a voicemail advising of some option reviews I wanted to go over for the service package, provided department contact.
Customer Answer
Date: 10/19/2025

Complaint: 23981010

I am rejecting this response because:

I want the refund and their predatory billing practices to end. They left one voicemail during a time while I was at work. Im not wasting another hour of my time sitting on hold with their horrible service reps. ** time is valuable and they seem to not understand this. They can listen to the recorded call when I called in to see how horrible that was and how long I waited. They will refund that amount.

Regards,

****** ********
Business Response
Date: 10/24/2025
Reached out to the customer via email to accommodate any communication issues with our department hours by phone, to provide an option for a lower rate, and a one time credit towards the billing.
Customer Answer
Date: 10/25/2025
[how much is the credit? It should be the full $50 towards my next bill and my new monthly bill should not exceed the $90, which is fixed foe 12 months. At that point, I will relocate or buy a home where I have more choices and dont need Astound or their predatory billing practices. Currently, Astound is my only option in this building. Should these predatory billing practices happen while I am still there, I will continue to report them.

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:10/06/2025
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 was late to pay a bill, not months or years late but maybe a week or two. And instead of sending any reminder email or warning me, my account was closed. Requiring me to buy a whole new internet package.
Business Response
Date: 10/07/2025
Reached out to the customer to review the billing/payment history and go over concerns. No answer, left a voicemail.
Initial Complaint
Date:09/30/2025
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.
We have been an Astound Customer for many years. We understand that as promotional rates expire, prices can go up. I had set reminders to check in on this each year. For May 23-June 22, 2025, we were charged $71.92. For June 23-July 22, 2025, we were charged $75.88 - a modest increase due to a change in fees. On July 25, 2025 we received an email notification that our bill was $152.88 for the period of July 23-August 22, 2025 - almost double the price.

Shocked by the massive increase, I moved to cancel our service immediately, asking for cancellation on July 28th, 2025. I received some initial mixed information on the phone about whether we would be pro-rated, but was ultimately told clearly by an Astound Rep that it would be pro-rated, and we would only have to pay $57.46 of the $152.88, which I prompted paid on 7/29. I was told (on the phone - I did not record the call) that the remaining $95.42 would be taken off the bill once our account closed. $57.46 is a very specific number - it was the number the Rep calculated and told me to pay.

Instead, a $1 payment fee was added, and I have continued to be asked to pay $96.42.

My complaints are two-fold:
1) Astound refusing to follow-through with what their rep said, and remove the remaining balance (even if that rep spoke against usual company policy.)
2) A larger issue of Astound deliberately seeking to obscure information from customers, and to time their communications to deliberately make it difficult for customers to pro-actively respond to price changes.

You will notice that the email clearly stating the new price came after it was too late to avoid the price. The previous month's bill (not linked in any email/notification) does mention the change in small text deliberately hidden in a large set of paragraphs mentioning many other irrelevant things. This is insufficient informing and is designed to trick customers into paying the higher amount and then providing no recourse once the higher price starts.
Business Response
Date: 10/01/2025
Spoke to the customer, we did have a review done on what the customer was advised when setting up disconnect, we have resolved this with a credit for the remaining balance to honor this.
Customer Answer
Date: 10/06/2025
[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:09/29/2025
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 ordered service through astound and was told my equipment would be free as a new customer. I found out with my first bill I was being charged a monthly fee for modem service. Since I was within the 30 day window of cancellation, I cancelled within 3O days. I returned their equipment. I just received a bill stating I owe a balance. I call astound about the balance and was told it was a fee for service. Soni asked to talk with a supervisor about the charge. The supervisor first said it's a service fee, then stated the fee is in collections. Then the service fee changed to a restocking fee, neither charges state on the bill what the fees are and she states there's nothing she can do about it since the charge is in collections. I'm trying to figure out what the fees actually is and why I'm being charged for a fee after I cancelled within the 30 day window I was allowed too.
Business Response
Date: 09/29/2025
Reached out to the customer, no answer, left voicemail advising we have cleared the balance as they did cancel within the 30 day guarantee window from install date. Advised they should receive a new final bill with this update.
Initial Complaint
Date:09/23/2025
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's bad customer service and shoddy billing rips off customers with bogus little fees whose remedy costs the customer more than the ripoff.On 2025 July 10th Thursday at 2:46 pm, Astound signed me up for service, including ink-on-paper billing for which I agreed to pay extra. Astound apparently switched my account to paperless billing -contrary to our agreement, against my wishes, without my knowledge or permission. Astound never billed me nor allowed me to see my bill.On 2025 August 28th Thursday at 1:21 pm, I phoned Astound and was told to wait as their billing process is slow. Astound billing eventually contacted me for the first time, in the form of an ink-on-paper disconnection notice dated 2025 September 14th Sunday. This notice enabled me to finally log in and see a bill for the first time,including a late fee caused by Astound's misbehavior.
Business Response
Date: 09/24/2025
Reached out to the customer, number provided stated disconnected, sent email to go over concern.
Customer Answer
Date: 09/26/2025
Complaint: 23922921

I am rejecting this response because:

Astound's errors added $35 to my bill,
but they've offered only a $15 credit.

Regards,

***** **********
Business Response
Date: 10/01/2025
Reached out to the customer, no answer, unable to leave a voicemail, sent an email explaining the customer's monthly rate, and the process to apply for the autopay credit to be eligible. There has not been any enrollment to autopay so no autopay credit has been applied. As a courtesy we waived a late fee to try and assist. But we have not yet received any payments since start of service in July.
Customer Answer
Date: 10/14/2025

Complaint: 23922921

I am rejecting this response because: Astound misrepresents the situation - we exchanged several texts
but all Astound has done is botch billing, fail to admit error,
and demand I pay anyway. Astound refuses to fix the problem.

Regards,

***** **********
Business Response
Date: 10/15/2025
we communicated with the customer a review of their billing, a waived late fee as a courtesy, and an education on how our autopay/paperless billing credit is made eligible to apply for. No errors were found in the billing.
Initial Complaint
Date:09/22/2025
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 negotiated a lower payment to Astound Broadband and since then I have had 4 sequential business days with an outage. When I tried to cancel my service I was told I would have to pay for an additional month.
Business Response
Date: 09/23/2025
Reached out to the customer to confirm their disconnect, they are currently within the bill cycle to end services without populating a new cycle charge. No answer, left voicemail with department contact to reach out and confirm.
Initial Complaint
Date:09/20/2025
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 signed up for Astound in March at the rate of $55/mo+tax=$65/mo with no deposit and/or fees, or so I was told. I realized that was more than I could afford a month and called to lower my service to the $45/mo+tax which should have equaled $55/mo. Instead I have been charged a sign up fee of $35 and my bill has been over $65 every month, often with random fees bringing my monthly bill to over $100/mo. When I call and talk with customer service they say things like that fee seems acceptable and normal to me and absolutely will not fix anything. The service often has major issues and the only way to get them fixed is to pay one of their service providers to come look at it for $79 or more per visit. **************** will not help at all and just push and push for someone to come to take money from you. They say that it wont be a charge if the issue is on their end but it miraculously is never their issue and you have to pay. I have heard from everyone I know that has Astound that they have these same issues and have never had a bill under $100/mo despite signing up for much lower rates.
Business Response
Date: 09/26/2025
Reached out to go over rate and service issue concerns, no answer, left a voicemail and provided my department contacts
Initial Complaint
Date:09/18/2025
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 claiming that we have not returned all equipment leased while using their service. They are claiming we had three Eero units, however we only had two and both were returned as confirmed by them. This is a fraudulent behavior by them to try to scam extra money from consumers.
Business Response
Date: 09/22/2025
Reached out to the customer to advise the unreturned equipment charge has been waived and they will receive a new final bill to show this update. No answer, left voicemail with this update.
Initial Complaint
Date:09/17/2025
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.
Astound charged me one time unprocessed payment $100.89 without providing any prior notice on Aug.10th. I received email at the same day regards to credit card payment due to my credit card issue. immediately logged into the account and changed the payment method. However this one time payment was still processed. I called Astound at the same day and demanded to speak supervisor, they agreed this credit will be provided back to me. However, this never happened, Hence i opened a dispute via my credit card company; instead of providing evidence to show this charge is reasonable, they sent me a letter threatening they will send this payment to debt ************** demand is very straightforward, credit back my $100.89 one time charge as promised, i will cancel my dispute and pay any remaining balance on my account.
Business Response
Date: 09/18/2025
Spoke to the customer, went over billing and payment history. We confirmed the credit for the autopay denial fee and late fee were waived, did confirm the account as of now is all cleared, no further payments needed.
Customer Answer
Date: 09/24/2025
[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,

**** *****

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