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

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

• 

  RCN

  196 Van Buren St Ste 300 Herndon, VA 20170-5337

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

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:10/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 charged back a charge from Astound Broadband due to fraudulent business practices and violating FCC law by not providing consumers with transparent pricing through direct sales representatives over the phone. Astound is now billing me for $58.31 for a "Credit Card Chargeback" fee. It is important to note that I never signed any contract with Astound, as my service was set up for me through a direct sales representative over the phone. This charge is not rightful, as Astound has not only violated the law but is demanding a charge from me without my consent.

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 October 2, 2024 I made an online payment for the next service month. I cancelled on the 3rd, and returned the rented equipment on the 4th. I know had I not made that payment my service would have been shut off. I contacted Astound and was informed that the payment was for the prior month. Their business never operated that way, that I can recall.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 moved on 09/30/24. Well ahead of the move on 08/23/24, I called my internet service provider at the time, RCN/Astound, at ###-###-####, to notify the move and ask if they serve the new address. The customer service rep told me that Astound-RCN does not cover my new address. She stated that my September bill would be ending as of the 09/30 and I will receive a partial bill reflecting the ending of service. On 10/8/24, six weeks after my notice to them (08/23/24) of termination of service, my RCN bill still charged a full period through Oct 20, 2024, 3 weeks after the termination of service. I contacted Astounds billing department immediately and asked them to correct the bill. The billing clerk did nothing to help. I was transferred to a supervisor, who simply refused to correct the bill, and made no apology about the carelessness of the customer service rep who neglected to mark end of service to 09/30 accordingly on my request made Aug 23. The supervisor blamed on a "dropped call" for not terminating the service reflecting 09/30, and said his decision is to keep the current bill unchanged. In other words, the Astound supervisor’s “decision” was I need to pay for the service between 09/30 and 10/20, despite that fact that RCN does NOT service my new home and I have started using Xfinity as my broadband carrier since 09/30. I have attached a current RCN bill that charges me through 10/20, well after end of service. Also attached is an Xfinity statement that shows my service beginning date with the new carrier. Besides the billing error/excess charges, there have been many consumer complaints about their poor services and dropped internet corrections. I am only one of these unhappy customers. See below link for mounting customer complaints: ****************

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Billig error from start of service, called to rectify discrepancies mutliple times. Spent hours on hold. Joined under first month free promo, no activation, 1 yr mobile service with free SIM, and $20 service rate. However, service rate is incorrectly being billed at $30 even with autopay, my first month free taxes and fees $17.40 were not credited properly, charges $3 for SIM shipping, and $14.99 for activation that was promised to be waived. My recorded calls show verification of the breakdown of all service charges and promo offered by Astound RCN.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 8/01/2024 I called to cancel tv and internet service for the sale of our condo at **** * ******** **** **** **** ******** ** ****** The agent I talked to advised me to return the TiVo and remote to the warehouse and leave the modem in the condo because it was hard wired to the wall. On 8/4 I received a charge of $231.54 for unreturned equipment. I called on 8/9, I explained the situation to Nick, and he confirmed the TiVo and remote were received and would sent an email to finance to delete the $231.54 charge since I was instructed to leave the modem in the condo and I don’t have it. On 8/21 I called to confirm the charge was removed, and it wasn’t. The agent I talked to on 8/21 said a technician went to the condo and installed a new modem and TiVo for the new condo owner and took the modem I left behind, so he was getting in contact with the warehouse to confirm the technician took the modem and would call me back to let me know the charge was removed. Again, no one called me back and I received an invoice. On 9/11 I called again, an the agent tried to contact the warehouse again to check with the technician and confirm he took the modem, although after holding on the phone for a response, she came back to let me know she got no response from the warehouse and would have to get back to me at a later date. I never heard back. I called again on 9/30 and Vanessa called the warehouse and got no response so she was emailing her supervisor and would call me back. Again no one called me back. I want RCN to remove the $231.54 charge and clear my account since I followed their instructions and their technician took the modem.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 September 3, 2024 I called to request my bill to be lowered as it had been increased, spoke to Natalie who told me she was able to decrease the amount from $68 to $48.62 for the next 12 months starting the month of September. Then I see on my back account that they made the charge for $128.12 so on 9/25/24 I contacted them, I spoke to Miguel A**** who told me that was a system error because it seem they were charging $75 additional for new equipment that I never requested or received, He told me the money was going to be reimbursed and the he will be giving me a call back the next day. I called 9/26/24 since I never received a call back from Miguel A**** and Spoke to Harold, he stated there were no pending reimbursements on my account and he said he open a ticker #******** and confirmed once again that the extra charge was an error and that I was going to get the money back. I called on 10/1/2024 to follow up on the status and spoke to Frank he said he had to go ask about my case and left me on hold for a while, when he came back to the call told me the reason I was charged extra was because I had was supposed to return equipment but since I had no request any changes to my current account or equipment I did not know what equipment he was referring to and asked to speak to a supervisor, he said he will transfer me but he didn't, the call went back to the regular line and I was holding for very long time, then another representative answer his name was Sergio, he told me I was getting charge for lane line equipment. I cancel my lane line service more then 5 year ago, I never had any kind of equipment. I don't understand why they claim 5 years after that I didn't return equipment if when you cancel a service if you don't return the equipment it gets charge immediately plus I have been a loyal customer that pay on time. I am disable and live on fix income and this extra charge makes it a lot harder. This is very unfair and I need a my money back.

• Initial Complaint

  Date:10/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 called to cancel my internet service with Astound on 10/2/24. I was told that my service could not be cancelled until the end of my billing cycle on 10/14/24. I no longer have need for this service and do not believe I should have to pay for internet service I am not using. I have never had a cable company say they could not immediately cancel my service. I am writing to request my final bill be prorated such that I am only charged for the time I actually used the service.

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Service from this company is marginal at best. We have had service from this company (Grande) for years and it has been reasonably good until we were forced to turn in our old equipment and use the new internet TV service.Its junk. Since day one, and with 4 technical service calls(total of 8 technicians) and you still cant watch a program or a recording without continuous stalls and interuptions. Additionally programs that were recorded just suddenly ************** spite of this bad service the price just keeps going up.There seems to be no way to discuss the problems with management.I think its TIVO problem and I dont contract with TIVO, I pay Astound for services that are not up to par.I would like to speak with someone at Astound corporate but apparently they are just important to interface with their customers.

• Initial Complaint

  Date:09/28/2024

  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.

  Disclaimer: I used iMessage chat thing to talk to business.
  
  Astound service wise was fine, I honestly didn't have issues with them up until recently. My credit card was stolen (not my fault that it happened), that is the credit card I had on file with Astound for autopay. When my card was stolen, was right before my autopay billing so there really wasn't much leeway for me to update it. Also people forget sometimes what cards they have saved where, it happens. Anyways, they banged me with what I thought was $51 worth of fees (which frankly I still think was $51). I reached out to try and get the fees waived, which the first rep waived 1 fee, they told me the other fee was impossible for them to remove. So I tried a few times asking, theres nothing they can do (I didn't say this, but simply provide a credit, or something like that?), so then I informed them that I'd likely be cancelling my service soon. Then when I reached out to cancel, the other rep was more knowledgable and informed me that one of the $25 charges was simply my billing that I owe, plus a $1 fee, that apparently they couldn't remove either. I am still not 100% convinced that $26 isn't another fee...I feel like it is, but whatever. After I got my new internet installed, I was having some issues (which are now resolved), so I reached back out to astound and un-did the cancellation. I work from home and I need internet up to do my job. When I reached back out to them, the rep then informed me that I would be losing my $5 autopay discount because my credit card was declined..ONCE, literally only ONCE. And when it happened, they emailed me about billing and I updated and paid astound same day, it may have been within an hour even. So I lose my discount for something that isnt my fault? I asked the rep if they can add it back or do anything, they said no, astound will not add it back, they claim they asked the "manager" too. Very happy I left and have a new provider, Astound, you NEED to do better.

  Business Response

  Date: 10/08/2024

  We do apologize for the incorrect information you state you were give. The auto-pay could have been updated with a new card and you would have continued receiving the discount. The 1 fee was paying the bill online which is disclosed when you are making the payment. All other fees were waived on the account. There was a balance of 1 on the account for the last payment made online. As a courtesy we waived that fee and the account has a zero balance 

  Business Response

  Date: 10/18/2024

  We do appreciate your feedback. We did send the feedback over to the supervisor to ensure training was given to the agent regarding this error. 

  Customer Answer

  Date: 10/18/2024

  [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:09/26/2024

  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 found a new service provider - much cheaper than Astound, having asked them to lower my bill to meet the same price (having been a customer for 15 years), they couldn't match it. So I told the agent I will be canceling/connecting to the new service provider - no mention of a 'clause' in the contract, which I found out after calling to make sure my service is terminated, that I will continue to be billed until the end of the 'current cycle'In other words, even though I am disconnected, using the new, better, cheaper service, Astound will still bill be for the next month. Hopefully people can be made aware, that this company is gouging people with their 'clauses'.Very unsatisfied customer, very grateful though to be out of their contract.

  Business Response

  Date: 10/17/2024

  The Executive Resolution and Regulatory Teams reviewed your concerns and emailed with Astound Legal Counsel who advised that the Company had reviewed applicable law carefully before implementing the change in policy to bill for full cycles, and not provide prorated refunds.  There is no applicable permissive statute, nor is one required - the service is billed for in monthly increments, as previously communicated to customers.