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

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  Astound Broadband

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  RCN

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

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:07/21/2025

  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.

  Hi,When I signed up for internet service with Astound on 5/6/25, the *** I talked to said my bill would be $0 per month with no extra charges (indefinitely) because my building had a bulk order agreement with the **** Everything matched that price for the first month. I was never emailed or texted anything with a price set.Then, on my bill dated 6/16/25, I was charged $251.77. I did not ask for this, I never saw it in any emails, and no one warned me it was coming. I was billed again in July, again, without any notification,I called customer service on 7/21/25 and even spoke to a supervisor. They told me my building isn't actually under a bulk agreement even though I was promised one when I initially signed up. I never got any notification of a price agreement or the subscription cost for if I wasn't under a bulk ************ on a tight budget and planned my finances around the price I was promised. This surprise charge is unfair and feels like the company completely changed the deal after I signed up.After calling Astound RCN on 7/21, I was told by the *** that my building was supposed to tell me that the bulk agreement was removed, but I never got any communication from either the building about that OR Astound about what my new monthly price was. I was still under the impression that my internet was free, up until 7/19 when I FINALLY got an email about an overdue charge (from June, when they billed me initially without telling me ANYTHING). That is why I called on 7/21. The fact that I was never told any price, emailed about anything, is ridiculous. After calling on 7/21, I downgraded my plan for the time being (and was finally told what my monthly bill would be) and was told that all the previous bills still had to be paid. I had never agreed to those prices and was never notified of them by anyone.

  Business Response

  Date: 07/30/2025

  Reached out to the customer to go over options to place them into new customer pricing. They currently have a disconnect work order. So in case they changed their minds and wanted to stay under new customer promotions left a voicemail advising of this and provided my department contact.

• Initial Complaint

  Date:07/15/2025

  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.

  RCN ASTOUND OVER THE LAST FEW MONTHS OVERCHAGED US BY AT LEAST $360! THEY GUARANTED US OF A $20 MONTHLY FEE AT SIGN-UP AND WITHIN TWO MONTHS STARTED CHARGING US $75 OR MORE!! THEY ALSO DID NOT PROVIDE US WITH ANY PHONE SERVICE WHICH WAS INCLUDED WITH INTERNET IN THE $20 OFFER! AT ONE POINT AN RCN ASTOUND EXECUTIVE TOLD US THERE WOULD BE ADJUSTMENTS BUT NOW THEY ARE DEMANDING $90 EACH MONTH! IN ADDITION TO A CASH REFUND WE FEEL WE ARE ENTITLED TO ONE YEAR OF FREE SERVICE WITH NO UNJUSTIFIED THREATS OF COLLECTIONS ACTIVITY OR ACCOUNT SHUTOFFS!THANKS MUCH!!

  Business Response

  Date: 07/25/2025

  Reached out to the customer, no answer, left voicemail providing department contact.

  Customer Answer

  Date: 07/25/2025

  
  Complaint: 23563004
  
  I am rejecting this response because:
  ASTOUND continues to charge me excessively and threaten to shut off service even though both myself and my wife are permanently disabled senior citizens who have medical documents certifying our continuing requirements for video conferencing with doctors and other medical personnel!  To this point many ASTOUND customer service **** have been unprofessional and often unsympathetic to our medical issues!!
  
  Regards,
  
  *** *********

  Business Response

  Date: 08/06/2025

  Reached out to the customer to go over billing and payment history, no answer, left a voicemail educating on credit being applied and past due payment, and balance moving forward. Provided my department contact.

• Initial Complaint

  Date:07/12/2025

  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 have been with Astound since March and have paid my bill on time every time. I came in on a promotion that offer me a $100 gift card for signing up for broadband and a $100 gift card for signing up for phone services which is a total of $200. My 90 days has passed and I called Astound 3-4 times on this same issue and its still unresolved. This week I contacted them around Monday and was told I would get an email no later than today about my $200 **** gift card but that never happened. The only reason I signed up for services with Astound broadband was because of the promotions. If astound cant keep their end of the bargain Im thinking about terminating my services since astound has not kept their end of bargain. I want someone from corporate to contact me so this matter can be resolved.

  Business Response

  Date: 07/17/2025

  I spoke to the customer regarding the gift card he should be receiving. I escalated this to the correct department,

• Initial Complaint

  Date:07/11/2025

  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.

  Note: A corresponding and related complaint will be filed against *************** as from my perspective either, or both, are at fault.Issue: Phone Number Portability Problem I began the transfer of my account from ******************** to Xfinity on 7/7. I was fully paid on my account with ******************** through 8/1. At the time I began the transfer, I was given a PIN and "Account Reference Number" by Astound. I put in the request through *******'s automated app system to establish service on 7/8. It failed after multiple attempts; I initiated an online chat to Xfinity. After nearly a day of back and forth on chats both with Xfinity and Astound, both companies blamed the other for the problem. Yet, I was told 3 times by *******'s agents that the problem would be resolved by a set period of time: first, virtually immediately, second, within 4 hours, third, within 8 hours. On 7/9, I went in person to Xfinity's store and was told, again, that work on the backend was being done but that the issue was resolved and that the port would happen within 24 hours. It did not. On 7/10, I attempted to contact the ******* sales representative I had spoken to at the store, with no response. I have called both companies multiple times on 7/11. Both companies indicated that it was an issue caused by the other. Ultimately, I was told by Astound that they could do nothing more, as the line had been disconnected and the number transferred out. ******* could provide me no information as to what the problem was, and that while the issue had been escalated 3 days prior, there was no indication that anything had been done since then. Xfinity also gave me no concrete information on anything that could be done at this point, other than wait for yet another escalation to work itself out within the next ***** hours.

  Business Response

  Date: 07/17/2025

  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:07/11/2025

  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 returned astounds equipment on 07/02/25 and told them to cancel my service and there respond was that they need 10 days notification to shut service and that I will be charged the months fee.

  Business Response

  Date: 07/17/2025

  I spoke to the customer regarding the bill and how much she would owe. Customer is set to receive a credit to the last method of payment. I explained out disconnection policies involving internet and cable. Customer had no further questions.

• Initial Complaint

  Date:07/11/2025

  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.

  Business Name: Astound Broadband (formerly known as Wave)Nature of Complaint:Astound does not allow customers to cancel ******************** service online, even though I signed up for service through their website. They require customers to call a phone number to cancel, which often includes long wait times and unnecessary hurdles.Why This Violates California Law:Under Californias Automatic Renewal Law (Business and Professions Code Section *****), companies that allow online sign-*** for subscriptions must also provide an easy way to cancel online. Astound is violating this requirement by not offering a clear online cancellation option.What I Tried:I looked through my account on ********************* website and could not find a way to cancel online.I read their terms, which say you must call a number to cancel.I attempted to cancel by phone but experienced delays and was transferred multiple times.What Im Requesting:That Astound be required to add a simple online cancellation option.That any charges after my attempted cancellation be refunded.That appropriate enforcement action be taken to bring them into compliance with California law.

  Business Response

  Date: 07/11/2025

  We are a Missouri based company and only serve ********. This person is from ********** and has the wrong company.

  Business Response

  Date: 07/24/2025

  Reached out to the customer to go over disconnect process concerns and billing, no answer, left voicemail and provided **** contact.

• Initial Complaint

  Date:07/11/2025

  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 constantly raises the rate without any explanation or reason. When you call they say you were on a special promotional package. They may adjust your rate but not by much. They have raised my rate many times over the last few years. They offer new customers a great deal but old customers are left with constantly raised rates. This has happen to many customers and I can't understand how this is even legal. I am done being cheated!

  Business Response

  Date: 07/17/2025

  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.

  Customer Answer

  Date: 07/22/2025

  
  Complaint: 23585325
  
  I am rejecting this response because: I have spoke with this companies representatives on many occasions.  It makes no difference as they will always eventually raise your rates with no warning or explanation? I am currently looking for another provider as Astound has unethical business practices.  They should be investigated as this has happened to many long time customers. I am done with **********************. 
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 08/01/2025

  Spoke to the customer, they stated they were looking for another provider and did not want to discuss anything and then ended the call. 

• Initial Complaint

  Date:07/10/2025

  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.

  On July 1 2025, Astound hiked my internet price by 100%.When I complained, they first told me that was because I had carried a forward balance. This was not true, and the bill showed so.When I pointed this out, they then changed their story (no acknowledgement of the lie/error), and then said that on the last page of the previous month's bill, there was a mention of the price change.This was true. In one sentence, on the last page of the bill, which I would only access by viewing their website, and opening the bill, they mention the rate change. In some sense, it is my fault for not reviewing every bit of every account statement that they ever post. But one should not have to do that to be treated honestly by a business.They had my email, and regularly send promotional messages and account updates, but they did not mention the rate change in any of those emails. They felt that it's very important that I should know that I could bundle DirecTV, but not that my rates were doubling. This is illustrative of intent; they know that most of their customers do not scrutinize every line of every statement, and so that is why that is the only place that they put notice. That's dishonest, and bad business.Then, since they don't pro-rate cancellation, I have to pay for the entire next full month.

  Business Response

  Date: 07/17/2025

  Reached out to the customer to go over the rate increase and notifications concerns, no answer, left voicemail with department contact.

  Customer Answer

  Date: 08/08/2025

  
  Complaint: 23582595
  
  I am rejecting this response because: 

  The company reached out to me, but was unwilling to address my concerns. They offered my old rate, but when I asked if this would happen again, they said yes. When I asked for price transparency, I was informed that I would not be told ahead of time what my prices would change to. The company also refused to refund me, or to pro-rate my rate for the monthly termination. Notably, when I reached out to customer service prior, they did not make any such offer. This is apparently the BBB complaint special.

  
  

  My concerns were price transparency and predictability, unexpected price changes, and the harm that I was already caused. The company was not willing to address any of these issues. The fact that they think that these are not issues cuts to the heart of the matter; they see no issue with the lack of transparency.

  
  

  They count on the fact that most of their customers will not open their statements every month and read every line of them, which is why they put it in a small sentence on the fourth page of a single monthly statement, that they do not email to the customer or otherwise notify them of, and (claim that) they expect their users to log in to the account portal to read every month. Most consumers will not do this, and they are well aware of that fact. Many consumers do not review their monthly transactions. Consumers that dont, will pay the exorbitant rates for months, and consumers that do (like me) are locked into paying a full two months at the new rate, at minimum. The fact that they craft their contract to disallow proration, and refused to make this right, makes their intent clear: they do not intend to make their money by charging a fair rate for their service, but by charging rates that their users do not know, and have signed away their rights to contest.

  
  

  What they are doing may not be illegal, but it should be.

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

  Business Response

  Date: 08/15/2025

  Reached out to the customer regarding their feedback with our notification process, no answer, left a voicemail advising I have taken this information and passed it up for feedback.

• Initial Complaint

  Date:07/10/2025

  Type:Sales and Advertising 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 signed up with Astound January 2025 for 300MB . I was promised a 200 $ GIFT card as part of signup. Installation itself was very painful was delayed and I had to call Astound atleast 4 times from Jan through April 2025 to get the cable burried. I enquired about the gift card during these calls and was told I will get the gift card in few weeks after installation so end of April. I called Astound 3 times after that and every time I was given different excuse and told the email will come from third party. There were issues with the overall billing amount as well compared to what was told while signing up the services and 30$ monthly billing promised was actually 50.49$ per month (that ***** was a mis leading the consumers not stating the full amount with clarity while signing up). 16+ $s out of that was for network access and maintenance fee (not a tax in my understanding) . I ended yp cancelimng the service due to quality of promises and no of followups needed and their inability to fulfill their promise. Every time I was told I will get the gift card but has not been received till date, request BBB to help get the same. Astound should bring the clarity in terms of expected monthly costs when customer is signing up for the service, most companies follow that practice and improve the quality of service.After repeated calling up i cancelled the service and even that time the representative said they will reachout to third party to correct the gift card service.

  Business Response

  Date: 07/17/2025

  I spoke to the customer regarding his complaints around the giftcard and the company fees. We went over how we plan to compensate him and went over the fees applicable to new customers.

  Customer Answer

  Date: 07/21/2025

  
  Complaint: 23580312
  
  I am rejecting this response because:
  
  Its not a reject this is the 6th time I have been told will get the promised money and he said it will take 5 weeks or so 

  I have told him I will wait to see the money received and the believe 

  can we keep the case open until then or we reopen as needed later? For now no action is needed 
  
  Regards,
  
  Sandeep Bag

  Business Response

  Date: 08/01/2025

  Spoke to the customer, we went over the information regarding the gift card, and we are still within the waiting period given to receive it, customer jus wants to wait until he receives the gift card information before closing anything out.

  Customer Answer

  Date: 08/29/2025

  
  Complaint: 23580312
  
  I am rejecting this response because:
  The issue is not yet resolved, Verbal promises by Astouund continue and keep on hearing timeframes but I havent received the promised money. 
  
  
  
  Regards,
  
  Sandeep Bag

  Business Response

  Date: 09/05/2025

  Spoke to the customer, provided contact information for ***** who sends out the redemption emails for gift cards, updated email address for the customer. 

  Customer Answer

  Date: 09/08/2025

  
  
  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. I received the gift card from Astound and the case can be closed now
  
  Regards,
  
  Sandeep Bag

• Initial Complaint

  Date:07/09/2025

  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.

  I signed up for internet service with Astound RCN in 2022 at a rate of $30/month. Over time, this increased to $80/month, which I noticed and accepted. However, in June and July 2025, I was charged around $170/month without my knowledge or consent.I had auto-pay enabled, and there was no email, text, or separate notification that my bill would more than double. I only noticed this recently when I logged into my account. When I called, the representative said the notice was "on the prior bill" and that they "could have lowered it if I had called earlier."I disputed the charges with my bank ************* because these increases were excessive, not clearly communicated, and auto-pay removed my ability to notice in time. These charges were already contested with my bank (***********) and refunded due to lack of notification and consent. In response, Astound cut off my internet service, and my account now shows a balance of $353.55 due by August 1st again, without a clear breakdown or justification.I am now without internet access, despite having paid faithfully for years and only disputing charges that I did not authorize in good faith. I am requesting: Immediate restoration of service, a reasonable resolution for the overcharged months, and assurance that Astound will not retaliate against customers for exercising their rights to dispute unauthorized or unclear billing increases I am happy to pay the fair, agreed-upon rate going forward, and I do not believe I should be punished for questioning unclear and excessive charges.

  Business Response

  Date: 07/17/2025

  Reached out to the customer to go over the billing and promotional concerns. No answer, left voicemail with department contact.