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 has 17 locations, listed below.

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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

• 

  Astound Broadband by RCN

  28 West 23rd Street 11th Floor New York, NY 10010

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:09/05/2024

  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.

  Redundant billing, no explanation billing charges rude customer ******************** threats of service disconnect

  Business Response

  Date: 09/25/2024

  The executive resolution team has tried calling the customer and sent an email to discuss the complaint 

  Customer Answer

  Date: 09/25/2024

  
  Complaint: 22245719
  
  I am rejecting this response because:
  They sent me one email and I explained what happened and I have not heard back from them and they have not tried to call once
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/04/2024

  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 have been overcharged for my Internet bill and i paid last month and I have the payment to prove it and now they have over charged me for my Internet bill. It was 105.00 last month and now they have charged me even more.
  I am enclosing the payment information.

  Business Response

  Date: 09/25/2024

  We did not receive a payment the customer says she made on 08/05/24. We have asked for an original copy of the credit card statement, showing the entire credit card number and name on the card sent to Email: *************************** We have reached out to the customer on 09/12 and 09/17 but have not received a response from the customer 
   
   

• Initial Complaint

  Date:09/03/2024

  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.

  On 09/03/2024 I was charged $116.48 for my internet service an increase of $40.29. I asked for a refund so that I can obtain services elsewhere. The representative refused to issue and refund. I requested to speak with a supervisor and was denied.

  Business Response

  Date: 09/20/2024

  The customer has been moved over to our ******************** first program at ****** a month. A 40 credit was issued to the account as a curtesy 

• Initial Complaint

  Date:09/02/2024

  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.

  Astound Broadband (Astound) is requiring that I, ***** ********* pay $90.99 for "missing" or "unreturned" internet equipment. However, I do not have in my possession any "missing" or "unreturned" internet equipment.
  
  From August 2023 to August 2024, I was a customer of Astound at *** **** ******* **** **** ********* ** ***** using internet equipment, a modem and router, provided by the company. Come August 7th, 2024 I moved into a new unit, unit 326, within the same building.
  
  As evidenced by my attachments to this complaint, on August 7, 2024 a representative from Astound came to my residence and installed a modem and router for internet service. Upon leaving my premises, the representative from Astound took the old equipment, used in unit 609, with them.
  
  On September 2, 2024, Astound notified me via cell phone that I had a $90.99 charge for "missing" or "unreturned" internet equipment. However, I explained to Astound that I do not have the equipment they are looking for and that I returned the old equipment to the technician who came to my apartment on August 7, 2024. If the equipment is missing, this is no fault other than Astound for either a) misplacing the equipment or b) not taking all of the old equipment from unit 609 upon leaving my apartment.
  
  It is not justified for me to pay $90.99 charge for "missing" or "unreturned" internet equipment. I would like to settle this issue without the need of judicial intervention. However, if I am forced to pay in protest, I will seek damages in small claims court.

  Business Response

  Date: 09/20/2024

  Our executive resolution team has reached out to the customer and left a voicemail with a direct number. The issue is being resolved 

  Customer Answer

  Date: 09/23/2024

  [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:08/31/2024

  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.

  In May of 2021 I signed up for Internet, TV and ************* through RCN in *************. Upon signing up they asked if I wanted phone service, I said I didn't need it. They said, "It's only $1 a month." So, I said, sure why not. I was not told this was a promotion or would ever expire. Fast forward to November of 2023 and I was charged $***** for the phone service and then in December I was charged $24.99. When called to complain they said, the promotion expired you should read your bill. But there was nothing on my bill about the promotion expiring. Please see the line items of the two bills here: PREVIOUS CHARGES Previous Balance ****** Payments Received ******* CR One-Time & Partial Month Credits ****** CR Balance Forward ****** CR CURRENT CHARGES High Speed Internet ***** Digital Cable TV ***** Digital Phone ***** One-Time Charges 1.00 Taxes & Fees ***** Total Current Charges - Due 12/20 ****** Total Amount Due: $156.09 CURRENT CHARGES High Speed Internet ***** Digital Cable TV ***** Digital Phone ***** One-Time Charges 1.00 Taxes & Fees ***** Total Current Charges - Due 12/20 ****** Total Amount Due: $156.09

  Business Response

  Date: 09/20/2024

  We understand your frustration. We strive to be transparent when our rates change for any reason. That is why one month in advance, on the front page of your statement, we notify you of any changes to your billing. It states, "Important Information About You Rates, Please find important information enclosed regarding price changes to your services, effective with your next billing statement.". That is the reason you called us in November 2023 to see if we could assist you with the rate that was going up, at that time. You were paying $166.69. Your account was rebundled with you the day you called us in November 2023 to keep your services the same and the rate lowered. At that time we had a bundle with the internet, phone and cable. Basically, you received all of the same services for $156.09/prorated for November and in December 2023 your regular rate was $154.90. Just recently, we went through another rate change and that is why your currently monthly statement shows $172.89. It is not that your phone went up, your internet did by $18.00 month.

• Initial Complaint

  Date:08/30/2024

  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.

  Astound Broadband is becoming increasingly unreliable with frequent outages lasting several hours and/or days in some cases. You call and they tell you there is an outage but its never really fixed. The internet goes out multiple times per day and I work from home and my child has remote school for summer causing us to take days/hours off. Having reliable home internet is a requirement from my workplace. This is beyond frustrating,

  Business Response

  Date: 09/20/2024

  A credit was issued for ***** for the outages. If there is any service issues a technician visit would need to be scheduled through customer service. 

• Initial Complaint

  Date:08/30/2024

  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/Astound changed their policy for terminating their service without adequately informing customers. They claim they sent me an email but I never received it. Now they are making me keep their internet service and pay for it until the end of my billing cycle instead of cancelling and prorating the service when it was cancelled. This is wrong. They need to:(i) notify customers more clearly about changes like this (ii) refund me the part of the cycle that I am owed

  Business Response

  Date: 09/05/2024

  We made every effort to inform customers of the the changes in the terms and conditions. We sent and email, a letter and updated our website. 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:08/29/2024

  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 canceled my service on August 19th and they still plan to charge me from Aug 19th to Sep 17. They're stealing my money.

  Business Response

  Date: 09/17/2024

  When speaking to a supervisor Ms ****** threatened the supervisor over the disconnect policy and hung up. The customer was aware of the policy. 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:08/29/2024

  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.

  This is not a complaint in particular against the RCN location in *********, **. Rather, several years ago RCN was bought by Astound, which itself was bought by a private equity firm ********* in 2021. Ever since then, loyal RCN customers are treated as a cash cow, with ********************** (via ******************** and Stonepeak) now charging exorbitant "network access and maintenance fees" to all customers that add 80% to the baseline price of their internet services. My newest bill has fees close to $17 on a service charge of $20. This needs to be stopped. Neither Astound nor Stonepeak has a BBB entry.

  Business Response

  Date: 09/17/2024

  Our team has tried resolving the complaint with the customer. As a curtesy a late fee and auto pay denial fee was waived totaling $35. The agent also lowered the monthly bill to ***** with taxes and fees totaling *****. This rate is lower than new customers are paying. . 

• Initial Complaint

  Date:08/29/2024

  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 switched to Astound (RCN) broadband earlier this year based on a promotion offered over the telephone for 2 months free. They charged me for the second month.... I contacted support multiple times and nobody would help. Recently I found my 300Mbps internet was averaging between 1.5Mbps and ~90Mbps, with `60ms latency based on many speed tests. When contacting support, they told me I had to buy a service protection plan... *********** is literally what I'm paying them for.I swapped to XFinity at no charge today. I then contacted support to cancel my service, they refused, saying it can only be disconnected at the end of a billing cycle, even though in thier fine print it states, "No early termination fees apply in the event service is terminated in advance of the promotional end date. Customer is responsible for any ACCRUED SERVICE CHARGES in the event service is canceled." I have not accrued any service in September.I would like to be refunded for 2 months of service charges and fees, which are clearly part of the service charge, as they are levied by Astound(RCN), not the government.

  Business Response

  Date: 09/20/2024

  The customer signed up on 03/18/24. He called in on 04/24/24 about second month not showing up on billing statement. the agent issued a credit to the account for the second month free. On 05/17/24 the customer made his first payment of *****. The customer did receive 2 months free. As for the disconnect 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.