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

Customer Complaints Summary

334 total complaints in the last 3 years.
299 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:07/24/2024
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.
I called to have the updated privacy policy information explained and to deny consent for my information to be released. The woman told me if I don't consent then my services would be shut off and it's a legal matter and then proceeded to give me a fake email address. I called after being notified of the fake email and I was told there is no email for corporate and the supervisor stated there was nothing she could do to help me. There is the issue of me being blatantly lied to and not assisted whatsoever.
Business Response
Date: 08/02/2024
As per notice sent to the customer you can view the policies at ***************************************************************************. In the terms it states you can contact legal at ******************************** or ******************************************************.
Initial Complaint
Date:07/22/2024
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.
I just got hung up on by a WORTHLESS stupid individual that works for this TRASH S*** SHOW of a company, after being on hold for 20mins!!!Since March of this year - 2024 - I have had to schedule FOUR technician visits to fix whatever the **** is wrong with this **** near NON-EXISTENT internet service. I want fiscal reimbursement for the lack of quality service I've been receiving since signing on!!!
Business Response
Date: 07/30/2024
I reach out to the customer gave her my direct number if the issue is not resolved. I am reviewing the call for feedback and training
Initial Complaint
Date:07/19/2024
Type:Service or Repair 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.
7/15/2024 I HAD 3 *** BOXES, REPLACE MY CABLE BOXES. AND OFF DEALING WITH MISSING CHANNELS SOME SCRAMBELED, USUALLY WHEN THEY REPLACE BOX THEY COME BACK UP . NOT THIS TIME TECH CAME OUT REPLACED BOX EARLY IN JULY AFTER THEY LEFT STILL MISSING CHANNELS. CALLED AGAIN ANOTHER TECH CAME OUT SAID THE SPLITTER WAS BAD THE SPLITTER IS LOCATED IN CRAWL SPACE WHICH IS ACESSABLE THRU OPENING IN CLOSET ON CEILING RCN HAD BEEN UP THERE BEFORE SO TECH LOOKED UP THERE SAID BECAUSE SPLITTER WAS ATTACHED TO POST ABOUT 10 FEET OVER TO THE LEFT HE COULD NOT ACCESS IT HE SAD HE WAS 100 % SURE IT WAS SPLITTER THAT WAS BAD, HE SAID IF SOMEONE COULD MOVE SPLITTER OVER TO RIGHT WHERE CRAWL SPACE OPENING THEY COULD THEN REPLACE IT. WELL, RCN HAD ACESSESD SPLITTER BEFORE I DONT KNOW WHY THEY CANT NOW, SO TECH SUGGESTED AN *** BOX WHERE YOU GET CABLE THRU THE INTERNET, TO BY PASS THAT SPLITTER. CALLED ASTOUND ASK AGENT ABOUT IT SHE ASSURED ME THAT IT WAS THE SAME QUALITY AS HARD WIRED CABLE WHICH IT IS NOT, I RESEARHED MY TVS REALLY WELL,BEFORE I BOUGHT THEM TO GET THE BEST QUALITY PICTURE NOW IM NOT, AND I ASKED AGENT IF IM NOT HAPPY WITH *** BOXES IF COULD GO BACK TO CABLE SHE DID MENTION THAT E VENTALLY THERE GOING TO BE ONLY USING THE *** BOXES GAVE ME A PRICE OF ****** SHE SAID THAT INCLUDED TAXES FEES I TRIED TO GET HER TO EMAIL ME A CONFIRMATION OF THAT PRICE, SHE SAID SHE WAS UNABLE TO SO I TRUSTED HER WELL LOW AND BEHOLD I FOUND OUT YESTERDAY THE PRICE WAS ACTUALLY 306 WITH TAXES AN FEES.AND BETWEEN TALKING TO AGENT AND SEVERAL SUPERVISERS I GOT SEVERAL DIFFERNT ANSWERS ABOUT IF I COULD SWITCH BACK TO MY CABLE BOX AND AGENT SAID IF I SWITCHED BACK TO CABLE BOX MY BILL WOULD BE 340 WHEN I WAS ONLY PAYING 268. WITH TAXES FEES BEFORE I CHANGED TO *** BOXES, UNABLE TO USE MY ** MAGJIC REMOTE WORKS EXCEPT NOW WE CANT CHANGE THE CHANNEL PROBABLY BECAUSE ITS INTERNT I DONT LIKE SD AND HD CHANNELS BUNCH TOGETHER I DONT WATCH SD AT ALL, QUALITY IS NOT GOOD EVEN ON HD LIKE CBL
Business Response
Date: 08/06/2024
I have left messages with my direct number to help resolve the complaint. We look forward to hearing from you
Customer Answer
Date: 08/09/2024

Complaint: 22014634

I am rejecting this response because: someone did call me from astound corperate left a message on tuesday only left one message not sure why they said left messages with an s. called back on wed , i called her back nobody answered the phone, i left a message my name and that it was regarding a bbb compliant as of 2 pm friday she has not returned my call

Regards,

***********************
Business Response
Date: 08/21/2024
I was out of the office and tried returning the calls. I did adjust the bill to quoted price.
Customer Answer
Date: 08/22/2024
[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:07/18/2024
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.
WE cancelled our cable service due to poor service, we had to have them come out multiple times because our cable kept freezing, We finally decided to cancel the service. We returned the equipment on 6/7/24 via the label they provided Fed Ex ************* They keep sending us a bill for unreturned equipment, I have contacted them at least 4 times to have the charges removed. They keep opening a ticket and telling me they are going to escalate the issue. They will not let me speak to a supervisor or anyone who can have the charges removed. They just keep saying they will escalate. I want $330.75 credited to close out my account with them. If possible would also like an additional credit of $100 for all the times our cable was down and for all the time I have spent trying to get this resolved.
Business Response
Date: 08/06/2024
The eero routers on the account have been marked as lost. In 48 hours the equipment and charges will be removed from the account.
Customer Answer
Date: 08/06/2024
[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. I want a statement sent to me showing a zero balance.

Regards,

******** ********
Initial Complaint
Date:07/13/2024
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.
Internet has been intermittent service for the last 6 months. In the last month we have had technicians out to repair the issue. Was told that it was a problem in the cable. Now the service is completely out for about 2 weeks now. Astound continues to Bill me even though the service is not working. We have sent several emails, calls etc and get no response on when it will be repaired?
Business Response
Date: 07/18/2024
The service issue has been resolved. The customer called on 5/30/24 regarding service issues. The issue was resolved on 06/07/24. A credit has been credited to the account for 2 weeks of service
Customer Answer
Date: 07/18/2024

Complaint: 21984570

I am rejecting this response because: The issue is not fixed. I was told that Astound is waiting on supplies to repair/replace the outside cable. The service has been intermittent for months with buffering and slow speeds. The service has been out completely out for several weeks.

Regards,

*************************
Business Response
Date: 08/02/2024
The executive resolution team has called, left voicemails and sent emails to assist in resolving the issues. Please reach out to us so we can assist you. Thank you
Customer Answer
Date: 08/02/2024

Complaint: 21984570

I am rejecting this response because:
*******, our service has been out for several weeks. We had a technician come out on Tuesday 7/29/24. He told us that the cable needs to be replaced and that they have not made a decision to purchase the cable yet this is contradicting to the email we received several weeks ago stating the cable was on backorder. We just want to get our service back.
Please advise what astound is doing to restore the service and timetable.

Regards,

*************************
Business Response
Date: 08/14/2024
Executive resolution did reach out to the customer and escalated the issue. On 8/12/24 the service issue was resolved. We have reached out to the customer to make sure he was happy with the resolution but have not received a response.
Initial Complaint
Date:07/11/2024
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 previously signed up for auto pay with a credit card. My bill due date was always the 22nd for years and I recently updated my auto pay enrollment with my checking account. I was charged today July 11th and after speaking to an agent she refused to reverse the charge and said that they charge earlier when you change your autopay account mid month. I've never heard of any company doing this. I've started a dispute with my bank.
Business Response
Date: 07/29/2024
I left a voicemail for the customer with my direct number to keep resolve the issue
Initial Complaint
Date:07/10/2024
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.
I had them as Internet provider for the townhome my parents live in (but with myself as the account owner). We have all recently relocated across the country and need to cancel our utilities accounts. That's when I ran into issues with them. When I canceled this Internet account with them, I made sure my parents returned all the visible equipment they had (including all equipment that was plugged into the wall). Now the company is asking for a router back that their technician supposedly placed within the house ("maybe in a closet somewhere?") or I would get fined. We've moved multiple times in the area and had to return equipment previously, and have always gone by the rule that we return equipment that's visible to us, that were placed within the sight of us during installation. 1) My parents were there during the installation, and that's all the equipment they could see, and that were placed within the sight of them. 2) If a full move out (cross country nonetheless) whereby my parents went through all closets and space where things could exist couldn't even uncover the supposedly installed router, how do you expect customers to be able to find the equipment and return them? Besides, if the equipment is so well integrated into the house and you're on bulk contract with the **** don't you think the next home owners would use the same equipment, and you as a business aren't out of money anyway? Talking about a money grabbing hide and seek game...
Business Response
Date: 07/18/2024
The issue has been resolved. The modem has been marked lost and removed from the account. There is a zero balance on the account
Customer Answer
Date: 07/18/2024
[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:07/08/2024
Type:Order 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 was promised that my monthly rate would be lowered last month and my new bill remains the same. Please help, thank you so much.
Business Response
Date: 07/17/2024
The customer is currently at the lowest rate
Customer Answer
Date: 07/22/2024
[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:07/02/2024
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.
RCN claims I have a router of theirs. I have not had cable for 5 or more years, and since I cancelled their service last month, all of a sudden I never returned their router. If I had it all this time, why wasn't I notified after I went from cable to internet streaming that I had their router? I purchased my own router when I went from cable to internet, and my bills showed that. I do not have the return paperwork from the location I dropped it at since it's been so long. I have contacted RCN multiple times. I have a case number ******* with them, but I've heard nothing, except getting emails saying I have their equipment. I DO NOT!!!!
Business Response
Date: 07/18/2024
The issue has been resolved. The modem is being marked as lost.

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