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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

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Astound Broadband powered by RCN has 17 locations, listed below.

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    Customer Complaints Summary

    • 756 total complaints in the last 3 years.
    • 296 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 promtion which didn't end until Dec.& to unfortunately astound increased my bill & when u ask them their response is maintenance fees,taxes,which she says they have no control but this issue ongoing..ur bill shouldn't increase evry 3 to 6 mo.I am so frustrated w/this company..I'm on a fixed ********** got medical bills to pay..I might have the best deal but keep it tht way..When u contact specialist # no one returns ur call..every time they give u same answer...stop ripping customers off tht r trying to survive..I'm also diabetic & need to get my insulin & pay my *************** groceries...I know everyone is going thru hardships but when u have a disease it leaves u w/0..******** does not pay everything..we pay more out of our pockets..Thx

      Business Response

      Date: 09/30/2024

      The customer was notified on the statement that generated on 07/28 of the rate increase. This was more that 30 days before 3.96 price increase. We do have a program for ********** customers called ******************** first she can apply for online.

    • Initial Complaint

      Date:09/20/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      November 2023 I moved in ******* **** in ******* ******. They offered free internet and basic TV for new residents (Astound Broadband) brought a box to my apt for that free to me service. On May 1st I was a victim of domestic violence and was forced to leave apt for life and safety. The manager Miya agreed to turn equipment back to Astound since I moved under emergency circumstances. I had added phone service but called 6-17-24' to get a transfer pin since astound did not work in ***** ****** where I moved. On 6-21-24 (see att pic) I received bill for $92.40 for 7-21-24 which is not correct since I transfered to Metro PCS 6-17-24. Then on 7-16-24 i get another bill which has added$6.00 data charge. (See att pic) Then on 7-26-24 I received another bill which is billing me for August. Then on 8-1-24 90days after move out I get email that says I owe $300 more for unreturned equipment. These charges are fraud and they are billing for anything. The equipment was left with ******* whom has contract with astound to offer free Internet and TV to new residents. Astound continues to harass me for illegal billing charges. My service ended 5-16-24. No mention of equipment that was left with their partner ******* **** in ******* ******. Manage Miya agreed to return as astound installs boxes at **** daily. Also, it's been 3 months with added charges and now they are attempting to charge a domestic violence victim for equipment ******* provides to residents and ******* is in possession of. Astound claims to have terminated in July but I terminated and paid $100 in May. Please correct this false charges and charge ******* for equipment left at ***  ***** # **** ******* OR *****. You are harassing and stalking a DV victim months after no mention of equipment or illegal billing for services I terminated in May.

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 had ongoing issues with internet access in my home for over 3 months. RCN blamed my modem ($200), so I replaced my modem and then the internet didn't work at all. They sent out a technician. They replaced some lines to the house and reworked some wiring inside the house. Within a few weeks it happened again. They sent out another technician who blamed my equipment again stating the wifi mesh could not support my new modem. I bought a completely new wifi mesh system of 5 units throughout my 1800 sq ft home ($700). I upgraded my internet to higher speed and starting paying a higher rate. The technician pointed out how to test if it was the wifi or the internet. Within days the same issue occured. I have now been using the modem internet (not wifi units he blamed for the internet issue) as he recommended to test the issue and I cannot stream a single show without constantly cutting out. If I talk on the phone using wifi calling literally 3 feet from my modem it cuts out constantly. I cannot have calls with clients when I work from home and have to go to the library to have a call. I cannot have a single clear call. Yet they have continued to charge me full price every month for UPGRADED internet I'm not remotely receiving.

      You should have on file a previous complaint from 6-7 years ago where the identical issue happened and they did not resolve it for several months, leaving me without phone and reliable internet while continuing to expect me to pay in full every month for service I'm not receiving. It was lines in the neighborhood that needed to be replaced. Clearly they've changed nothing in their process to better identify the right issues for clients and ensure they provide reliable service as it's Groundhog Day here. I should be reimbursed in full from the time I first reported this issue.

      Business Response

      Date: 10/08/2024

      A credit of 65.17 was issued to the account on 8/22/24 for the service issue. The customer called in on 09/23 stating services issues and disconnected the account.

      Business Response

      Date: 10/18/2024

      The adjustment on the account according to notes was for slow speeds from 08/08-08/23 for $65.17. Since the issues continued into Sept when you disconnected a refunded of $82.96 was issued. It can take up to 17 days to receive the refund.

      Customer Answer

      Date: 10/19/2024

      [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 *********0 and find that this resolution is satisfactory to me.




      Regards,


      ******* ********

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 told by Astound that I needed a tech to come out. We made arrangements in our schedule to be at the house for the tech to come. They cancelled that appointment without ever notifying us. The cancellation was the morning of the time that they're supposed to come. We waited for the scheduled time and it came and went. When WE called them we were just told that it was cancelled that's it, no apology nothing else.

      Business Response

      Date: 10/08/2024

      We did try to reach out on 09/17/24 to inform you a tech was not needed. We do apologize for any inconvenience this caused. A 25 credit was issued to the account 

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 hope anyone that is updating their Astound boxes has better luck than me. I had recently 3 spine surgeries in 3 days and I can't walk decently. So, I ordered a faster internet modem and asked Astound to set up my cable boxes. I knew that my kitchen and master bedroom TV's were old technology and so the tech unhooked them and took the old cable boxes. Everything was going OK with my family room TV. The tech ran a new line from the house to the hub in the backyard and said they would come back to bury it. The signal and internet were fine for 2 hours and then was not. I called Astound and waited the obligatory 25 minutes to talk to a tech person. She rebooted my router and modem and had no luck. She said a tech person would call me in a half hour and come back today. After an hour, I called back and went through the same gyrations to no avail. She did not know why the first tech person told me today and it would be Wednesday before I had my issue looked into. I watched MNF on my tablet through my phone hot spot.

    • Initial Complaint

      Date:09/14/2024

      Type:Product Issues
      Status:
      Unanswered
      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 has failed to refund me amounts that I am owed by them. On August 21, 2024, I contacted Astound Broadband powered by RCN to cancel my services. I was told by the Astound representative to pay my entire bill covering August 1, 2024 through August 31, 2024 and that I would subsequently receive a pro-rata refund for the days after cancellation that had been paid for. I paid $74.05 for the entire month of August. On August 22, 2024 the equipment was taken to *****. Confirmation has been obtained that the package was delivered by ***** on August 23, 2024 at 9:45AM. I reached out again to Astound on September 13, 2024 regarding the fact that I have not received my refund. I communicated with 5 different agents, none of whom would resolve the issue in the manner that the agent who I spoke to on August 21, 2024 when I reached out to cancel my services had informed me this would be handled. I escalated this to a supervisor who would still not stand behind what the August 21st agent communicated to me regarding the refund that I would receive. This company has also added a $1.00 disconnect fee to a bill which the August 21, 2024 agent who I communicated with about cancelling my services never told me that there would be additional charges. I am looking for the company to provide me with my pro-rata refund that the agent from August 21, 2024 told me I would receive, as well as for the company to remove the $1.00 disconnection fee that they have since billed.

    • Initial Complaint

      Date:09/13/2024

      Type:Billing Issues
      Status:
      Answered
      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 disconnect service as of 8-26-2024. Was told that they cannot prorate an internet only account but my final bill would have been paid on 8-20-2024 and no further bills would be received. I just received a bill notification for auto payment to occur on 9-18-2024. I called astound and was told this would be my last bill. This goes against what I was told on August 26 2024. This is also theft. How can you bill for a full month of service of which only 8 days were used. This is supposedly for "internet only customers" I received no notification of this change to service contract and personally cant even see or fathom how this is even legal. Astound has been nothing but trouble since they bought out wide open west and I guess this is their parting shot.

      Business Response

      Date: 09/30/2024

      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.

    • Initial Complaint

      Date:09/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Urgent Request for Refund Due to Unacceptable Internet Service ASTOUND - **************** Team,I am writing to formally address a critical issue with the internet service provided by Astound Broadband by RCN at my residence. Over the past MONTHS I have experienced frequent and severe disruptions in service that have significantly impacted various essential functions in my home.The service disruptions have affected:1. Online Learning: My childrens online classes are being disrupted, impacting their education and causing unnecessary stress.2. Home Automation: My garage doors, which rely on a stable internet connection, are frequently malfunctioning, causing inconvenience and security concerns.3. ******************* Frequent interruptions in TV service have made it difficult to enjoy scheduled programming.4. Refrigerator Connectivity: The smart features of our refrigerator, which are essential for its operation, are intermittently disconnected.Given the broad scope of these disruptions and the significant inconvenience they have caused, I am requesting a full refund for the period during which the service has been unsatisfactory. Over 2-3 months - I had technician support even come and check a few months ago. Shame on you and for stealing our money !!!Please provide confirmation of receipt of this letter and the steps you will take to address this issue promptly. I trust you will resolve this matter efficiently and look forward to your response.Thank you for your immediate attention to this urgent matter.

      Business Response

      Date: 09/30/2024

      The last time the customer called regarding service issues was in March for latency issues. If the customer had any other issues they did not call in and set up a technician visit. 

    • Initial Complaint

      Date:09/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 09/09/2024 The man in the next building cut the cable and internet lines I called RCN on 09/09/2024 and scheduled repair. On 09/10/2024 RCN automated system called and said the person was on the way 15 minutes later I look out the window and I see a man in a van fixing the lines next door so I watch for my repair person and then the man stands on the sidewalk yelling I couldn't hear anything because my window is closed the man then goes into the yard of the next building and gets a ladder and leaves he never entered my building or tried to I call RCN to see why the repairs were not made and evidently the man was supposed to fix my internet he never came to my building he fixed the man's service that cut the line during the period he was supposed to be fixing my service. I do not currently have service and haven't for 2 days.

      Business Response

      Date: 09/30/2024

      The modem history does show the internet was restored on 09/11/24. A 20 credit was issued to the account 

    • Initial Complaint

      Date:09/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 cancelled my internet service in June after several price increases, phone calls to lower the price, then higher prices again the very next ********* week after cancelling I received an email saying Astound was offering a promotional price starting at $30/month. I called customer service and was told the lowest they could offer was $45/month inclusive of taxes and fees. I accepted the offer and was told it would go into effect during my next billing period. Not only was my next bill $88, when I called to correct the problem I was told that the price couldnt be lowered, I wouldve needed to not have service for over 60 days, and now the lowest price they could offer was $120! Just complete lies. How can a company get away with such dishonesty with no consequences?

      Business Response

      Date: 09/25/2024

      On 09/07/24 the customer spoke with a supervisor. The supervisor credited $50 to the account.

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

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