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

717 total complaints in the last 3 years.
290 complaints closed in the last 12 months.

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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:06/08/2025
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 am writing to address unfulfilled promotional offers on two Astound by RCN accounts associated with my family. Both accounts were eligible for a **** gift card and free months of internet service as part of their sign-up promotions, neither of which has been fully honored.Specifically:Account #*************** was promised a $100 **** gift card (signup code ASTOUND100) and potentially one month of free gig internet. The gift card has not been received.Account #*************** was eligible for a $400 **** gift card as part of a Black Friday deal for new internet and mobile customers with 1 Gig or higher speeds. This account has 1.5 Gig internet, making it eligible for the $400 gift card, which has not been received.Despite previous follow-ups with customer service, who assured me of escalation and a callback, I have yet to receive either gift card. This lack of follow-through also makes me highly skeptical that the promised free months of internet service were ever applied to these ***************************** by RCN needs to acknowledge and fulfill the advertised promises of $500 in **** gift cards and the free months of internet service for these accounts. I expect these offers to be honored promptly.
Business Response
Date: 06/16/2025
Called the customer to go over Gift card concerns and eligibility, no answer and unable to leave voicemail, will be sending email.
Initial Complaint
Date:06/06/2025
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.
When I called to cancel service effective May 22, I was told by the customer service agent that Astound has a "new" policy to charge for the full billing cycle (which is almost a full extra month of service after I've left the residence: 5/20-6/19). This means I'm paying concurrently for service at my new residence AND the old residence, from which the equipment was already disconnected. I call this shameless double-dipping at my expense and it doesn't make sense.
Business Response
Date: 06/11/2025
Spoke to the customer regarding the final billing concern. Did educate about the policy change for data only disconnect and full bill cycle responsibility taking effect in April of 2024, and offered where on our website there could be more details about the policy. The customer just wanted to make sure her feedback was sent up and heard, advised I will pass along her feedback about this concern.
Customer Answer
Date: 06/29/2025

Complaint: ********

I am rejecting this response because:

As a matter of principle, I think the company's recent policy to only disconnect service "at the end of the billing cycle." This is price gouging because I disconnected the router and returned it to the company when I moved ON 5/22, two days into the billing cycle, and had to pay for new internet service for the full month at my new location AS WELL AS THE LOCATION FROM WHICH I MOVED. The bill should have been prorated for the 2 days I needed service. This is an unacceptable policy because I'm being charged for a month of service that I couldn't use because I no longer lived there.

Regards,

***** *******
Business Response
Date: 07/08/2025
Reached out to the customer, no answer, left voicemail. Just recapped our policy information that we had discussed on 06/11/2025, advised that at this time due to the policy we cannot make any changes to backdate or prorate the final billing. Advised I did pass along their feedback regarding their concern with this policy.
Initial Complaint
Date:06/05/2025
Type:Service or Repair 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.
Over the past 18 months, I have endured several issues with all 3 services that RCN/Astound Broadband supplies to my house. Those services include home phone, internet, and cable TV. Problems have occurred regularly with no fix ever happening. All that there is is excuse after excuse after excuse, or worse yet, no response at all. And to make matters worse, they continues to raise their rates even though the service is awful. Prior to RCN/Astound, who purchased **** Open West, I never had a problem with WOW. Then the purchase and transition was made and there have been ongoing problems. Things need to get fixed and changes made...and that shouldn't involve me the customer paying the salaries of those that work at RCN/Astound.
Business Response
Date: 06/10/2025
Reached out to the customer, phone call seems to be answered but is dead air, no response back when I ask if anyone is on the line. I have sent an email in case this might be better for customer to respond to regarding service concerns. I do see active work orders so mentioned this in my email in case the customer has any follow up questions or concerns.
Customer Answer
Date: 06/13/2025

Complaint: 23432567

I am rejecting this response because: only time will tell. 18 months of awful service and trial and error for fixes has been long enough. Nobody attempted to call me at all. If I can't answer, I have voice mail. I also have caller ID and nobody EVER contacted me via phone from Astound. I did get an email to which I did respond. Billing is also messes up as well. They give a credit for outages in one section of the bill, and then in another section of the bill they try to recoup their losses and credit and refill you for the outage. Whats up neither that???
Regards,

****** ******
Business Response
Date: 06/24/2025
Reached out to the customer, no answer, left voicemail in regards to their service issue concerns, I have sent over an email to the local market to look into this, as well as any billing questions.
Customer Answer
Date: 06/25/2025

Complaint: 23432567

I am rejecting this response because:

I have been playing telephone tag with this company. They say I don't respond, yet I do and I wait to hear back from them. I leave messages for them on option 4. I am alsonwaiting to hear back on the billing as it is royally messed up. They give me credit for down service, and yet in another section of the bill THOSE CHARGES ARE ADDED BACK ON!!! What's up with that? They are trying to recoup money, in other words, trying to s**** me over. It's no wonder they have a rating of an F, with poor communication being right at the top of things!!

Regards,

****** ******
Business Response
Date: 07/02/2025
Spoke to the customer, went over service issues, scheduled tech visit and keeping in communication with local market. Also reviewed billing, reviewed options to lower rate. Will follow up once tech visit is completed.
Customer Answer
Date: 07/08/2025

Complaint: 23432567

I am rejecting this response because:
Since the time ****** and I have our conversation, the issues at hand got worse. I have tried reaching out to ****** leaving a voice message on 7/7/25, as well as sending her an email, and to date neither have been returned. The local market team disconnected all services on 7/7/25 to remotely run some tests, only to leave me without service and knocking me off of a Zoom interview for a job. I should have been notified if testing remotely was to occur. Needless to say, I lost out on any further communication and a continued interview with that prospective employer.

Regards,

****** ******
Initial Complaint
Date:05/22/2025
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 canceled my Internet and they are expecting me to pay for the following month because of a billing cycle. So for the whole 30 days, while Im not living there, you want me to pay for Internet that Im not using.I am having an issue with this company. And their policies. No manager or higher up representative wants to talk to me about it. It does not make sense and it is not fair For a company to charge somebody something that they are not using because its policy. I am moving out of the state I should be charged for what I used or prorated not for a whole month that I am not using. How is that right in anyones mind??
Business Response
Date: 05/29/2025
I tried contacting the customer at the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:05/22/2025
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 own a landscape bussines and I have a contract with Astound broadband with phone service this is the number I used for my business is been 5 days and the problem has not resolved I have lost alot of money bc they are not doing their job and the the services is pay for
Business Response
Date: 05/29/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:05/20/2025
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've been installed for about a month, and tonight was the 6th internet outage I've had....6 outages in less than a month!!! I switched from ******* because I had RCN internet growing up, and it was good back then. The internet they provide now isnt even fast enough to stream a ******** game on my TV. The video and audio is constantly buffering. Astound/RCN has REALLY gone downhill since the mid 90s. Now, Astound internet is worst than *** dial up. Really frustrating when you send a document you worked 4 hours on, and another outage happens and you lose all the work you tried to send via internet. And I'm not some inexperienced user, I do have a degree in Network Security. So when I say Astound internet is the worst I've ever had, that comes from a large pool of ISPs and the experiences I've had with them.
Business Response
Date: 05/27/2025
I spoke to the customer regarding his ******************** issues. I offered to send out a supervisor tech to look at the issue but the customer declined. The customer states that his issue is because we aren't giving him a higher upload speed. Unable to upgrade him due to the account being under the internet first plan.
Customer Answer
Date: 05/30/2025

Complaint: 23357172

I am rejecting this response because:
First, I didn't say no to a supervisor tech coming out, I simply said that would not work based on what the original tech said. Feel free to send one out, but the tech said everything looked normal and the bandwidth Astound offers is the problem. Also, please point out the law that says you cannot upgrade me based on the plan I am on right now. I'm eager to read said law(s).

Regards,

***** ******
Business Response
Date: 06/05/2025
Called the customer, no response, left a voicemail. Advised in Voicemail if the customer would like to choose a higher speed then the one the Internet First plan provides, we can certainly review the packages available, this will mean the customer would move out of the ********************** First plan and into a normal customer promotion. Provided my departments contact.
Initial Complaint
Date:05/19/2025
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.
Today (05-19-25) I terminated my service with Astound ISP. My billing cycle ends on the 3rd of each month. I was told that due to a change in their TOS last year, Astound no longer offers a rebate for used service upon termination which means that I will be continuing to pay Astound until the 3rd of June for service that I no longer have. Granted my service is $65.50 and a rebate would be approximately $32.75 but I still find this very unfair. Additionally, I am a senior living solely on Social Security and $32.75 is a sizable amount for me.
Business Response
Date: 05/27/2025
I tried contacting the customer at the number provided in the ticket but the call went to voicemail. I left a voicemail with my department's contact information. Per Customer Terms and Conditions, customers that subscribe to ************************* and decide to disconnect the services, would owe until the end of the current billing cycle without proration.
Initial Complaint
Date:05/15/2025
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.
I attempted to hook up internet service at my residence on April 1st 2025. It would not connect so I called astound and they said they needed to send somebody out. This was to fix a problem so why could it get internet. That day? I checked my mail and the bill was $16.93 higher than what I was quoted on the phone. So I called them back and told them just cancel everything. Don't send anybody out and cancel my service. I am still getting bills from them for $16.93. first of all I was lied to and told the bill would only be $20. Then it was $30 and now it's $46.93 and you only credited the $30, not the 1693 for service that I never had.
Business Response
Date: 05/21/2025
I spoke to the customer regarding the issue with the bill. I applied compensation due to customer cancelling ******************** within 30 days.
Initial Complaint
Date:05/10/2025
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.
I recently switched to a new internet provider and canceled my service with Astound on May 10, 2025. I was informed today, on the cancellation date, that I would be required to pay for the full month of May, even though I only used the service for 10 days. I was not made aware of this policy until today. I would like to request a bill adjustment to reflect only the 10 days of service I used, rather than being charged for the entire month.
Business Response
Date: 05/15/2025
I tried contacting the customer through the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 05/28/2025

Complaint: 23313383

I am rejecting this response because: There was no resolution at all, other than a message stating they called. I am requesting a refund for the portion of the service that I did not use. Here is the ***** tracking number (************), which shows that they received the returned device on 5/15/2025. WHEN CAN I GET MY MONEY BACK!!!

Regards,

****** ***
Business Response
Date: 06/04/2025
Called the customer to go over data disconnect policy for final billing. No answer, left voicemail advising this was a policy put in place as of April 2024, with notices sent out in March of 2024. The customer was also provided this information over chat on 05/10/2025 with links to our terms and conditions on our website provided.
Provided my departments contact information.
Initial Complaint
Date:05/09/2025
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.
Disconnection fees charged are higher than the cost of services that are being provided to me. I have attempted several times to make a payment arrangement in order to prevent services being interrupted but have been denied. I was advised that option is not available during the first six months of service. Now that the six months are over, I tried to make a payment arrangement by scheduling a payment for 5/22/25 again today and was denied because payment is due in 3 days. I advised the *** that I am trying to schedule a payment to avoid having my services interrupted and avoid being charged a disconnection fee yet again. I was instructed to call the day of the services being interrupted to set up a payment arrangement which will then incur another fee. As a customer/consumer I have made attempts at avoiding reconnection fee's that have all been denied and in turn have been hit with fee after fee after fee. There has been an unwillingness by the company to assist me as a customer avoid having to pay fee's in an effort for the company to collect more money. I was also charged a "Redeposit fee" on a returned check that was not re-deposited for payment. The check was processed a few hours prior to my direct deposit hitting my account the same day of the payment. Once I saw the payment did not clear, I paid via debit card. The option to pay by check was also unjustly removed from my account.
Business Response
Date: 05/15/2025
I tried contacting the customer at the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

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