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

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

• 

  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  518 Union Ave Framingham, MA 01702-5817

• 

  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

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:07/02/2024

  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. 

• Initial Complaint

  Date:06/25/2024

  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 called customer service to get my bill reduced and they wont do anything about it when they offer CHEAPER for NEW customers and dont take care of loyal customers!

  Business Response

  Date: 07/02/2024

  The customer is currently paying less than new customer pricing. The 1 gig advertised  is 45 a month with autopay and paperless billing plus taxes and fees equaling *****. The customer is paying ***** for 1 gig speed with taxes and fees it equals ***** with auto pay and paperless billing it makes it *****.

  Customer Answer

  Date: 07/02/2024

  
  Complaint: 21899199
  
  I am rejecting this response because:
  What they said is really NOTHING that pertains to my complaint! PLEASE READ IT CAREFULLY! I ask them to lower my bill to maybe 500 or something that reduces my bill and they state I am paying the lowest! AGAIN does anyone hear what the heck I am saying? No wonder people get mad! ONE MORE TIME I will state I want to LOWER my bill down to at least 30 to 40 a month TOTAL including all the fees and stuff you charge....I know it can be done as I know other people that pay lower for a lower speed! Please show me my options.

  Thanks
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/17/2024

  The customer is currently at the lowest rate with taxes and fees. If the customer were to change out of his current plan with his current promotions it would raise the rates. 

• Initial Complaint

  Date:06/24/2024

  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 am writing to formally lodge a complaint against ASTOUNT RNC regarding the poor quality of service I have experienced with my internet connection under account number *****************************************: I subscribed to the NATIONAL 3.0 A LA CARTE DATA 1GB plan for $55.00 per month in January 2024. Since installation, I have consistently encountered signal failures requiring daily modem resets. Despite multiple calls to their customer service in March, April, May, and June, none of my complaints were documented in their system. Each time, assurances were given that technicians would be sent to address the signal and modem issues, yet no technician visits materialized.As someone who relies heavily on stable internet for work, I have been severely impacted by these service interruptions and lack of resolution. It is unacceptable to experience regular disruptions, compounded by the frustration of having my issues go undocumented by their customer service team.Furthermore, I have faithfully paid all my bills despite receiving internet speeds far below what I am paying for (not even reaching 20 Mbps out of the promised 1 Gbps).Cancellation Attempt: On June 24 at 2:00 PM, I called to cancel my service due to ongoing issues. I was informed that billing would continue until July 21 at 10:00 PM, which is unjustifiable given the substandard service provided. This policy penalizes customers for terminating service due to their company's failure to deliver on its promises.Resolution Requested: I urge Astound RCN to take responsibility for the poor service and product I have received, as well as the lack of responsiveness and customer care. Specifically, I *********** refund for the month of service you are currently charging me for, despite my decision to cancel due to persistent issues I believe it is only fair that this company be responsible for the inconveniences and expenses incurred as a result of their inadequate service and billing practices

  Business Response

  Date: 07/02/2024

  We have resolved the complaint with the customer. Once equipment is returned there will be a zero balance on the account 

• Initial Complaint

  Date:06/21/2024

  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.

  Astound has sold a subscription service they advertise 600mbs internet. In reality, the download speed is consistently roughly a tenth of that, around 60mbs.

  Business Response

  Date: 07/11/2024

  spoke to the customer and was able to resolve the complaint 

• Initial Complaint

  Date:06/19/2024

  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'm being charged for equipment (2cable boxes) that was never in my possession. I did have cable services using an IPTV box that was returned and acknowledged by RCN when I cancelled my service. I have the tracking # and notes on my account that they have this equipment back. They are stating that I had 2 other boxes. I never had those boxes and they were never activated on my account. I have opened 3 cases to look into, but after 60days of getting the run-around, they still haven't provided any updates or resolution. They are still demanding payment for the equipment. This is about to get referred to collections. I need help resolving this issue and avoid this going to collections or small claims court.

  Business Response

  Date: 06/27/2024

  This issue has been resolved with the customer 

  Customer Answer

  Date: 06/28/2024

  [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:06/17/2024

  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 closed my account and returned my equipment on April 5, but am still being charged for the equipment.The cable company says the equipment has been "lost", even though multiple customer representatives have confirmed to me via phone that it has been received. They have now sent me a bill of $186.40 for the equipment, even though it was received April 5. My Astound account number is ***************.

  Business Response

  Date: 07/05/2024

  I called and left a voicemail with my direct number. I also submitted a lost equipment case 

  Customer Answer

  Date: 07/12/2024

  
  Complaint: 21862885
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  ****** ******. Service address: *** ****** **** ******** ** ****** I chatted to RCN/Astound customer service a few weeks ago to cancel my internet service in advance of an upcoming move. I wanted to cancel it on a future date, but was told I could only cancel for the current date instead, which happened to be the end of my billing cycle. I asked if I could chat on the date I wanted to cancel and if my bill would be prorated based on the cancelation date. The agent assured me this could be done, so I ended the chat with this information in mind. I made the decision to continue service "into a new billing cycle" with the understanding it could be canceled and I'd be given a prorated refund, as the agent said. Fast forward to a few days ago and I chatted to another agent who said this wasn't allowed, per policy. They said there are no prorated refunds based on early cancelations, and that the information the previous agent provided was incorrect. I indicated that I shouldn't be penalized for the incorrect information, and would like an adjustment to be made based on the information previously provided. The agent kept saying nothing could be done, and that it was policy. When I kept pressing, they said they'd note my account and I "may" receive a billing adjustment on my last bill, but that my cancelation would only be processed at the end of the current billing cycle. It's unfair that the agent provided the wrong information to me initially, and I'd like this to be made right. I would like my service canceled as of the date I chatted with the agent (a few days ago) and to not be charged for unused dates on the billing cycle. This is the fair thing to do. I have saved the chat transcripts with both agents, as well. Thank you.

  Business Response

  Date: 07/02/2024

  I have called and left a voicemail with my direct number to help resolve the complaint 

  Business Response

  Date: 07/29/2024

  After reviewing chat transcript we saw the customer was told he could have a prorated disconnect on 6/14. While this is not our policy we strive to provide excellent customer service so we will honor what the agent told the customer. A refund of 89.57 was issued to the account. The customer will received the refund within 17 days 

  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.
  
  
  
  
  Regards,
  
  
  ****** ******

• Initial Complaint

  Date:06/10/2024

  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.

  Lost connection from astound internet on 6/8, called tech support who advised the connection on my house had been disconnected since 11:32am on 6/8/24 and that it was likely equipment related and was told id be responsible for an $80 technician service charge to come to my house and see what the issue is. Decided that I was unhappy with the service I was being provided and I called to end my service. Requested my service be ended immediately but was told Id be charged for the entire month of June, I requested for the service be terminated today and my charges end today. Was told that they could not do so. Asked for a supervisor and after waiting on hold for 30 minutes I was transferred to supervisor ****** from the **************************. ****** was incredibly rude and unprofessional from the start of the conversation, never listened and was more concerned about what he was about to say then what the customer concern was, ****** did the opposite of what a good customer service supervisor should do and instead of calming me down and coming to middle ground he told me that I could have had added the service protection to my monthly bill for $5 if I had wanted to and asked if I still wanted a technician to come out, that I was the only customer from an ********************** buyout that wasnt informed of what astound offers and how my service was changed as I previously had covered equipment from Broadstripe that was no longer covered by Astound. ****** is not an asset to this company whatsoever and has no concern for customer retention. I asked ****** for his manager and he refused to get me in touch with a manager, refused to give me his managers name or contact info. ****** advised he would email an escalation and refused to CC me in the email. Id like to be contacted by Astound corporate office. As a transfer customer from *********** I am highly upset and dissatisfied with the treatment that I received from a company that I never actually chose to have. Please call me.

  Business Response

  Date: 06/18/2024

  Hello, I have tried calling and sent an email with my direct number. 

• Initial Complaint

  Date:06/07/2024

  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.

  23 years I have been a customer of *********************************************. There are no regulations in the cable industry . I am 83 and only want their cable.. As always they increase the rate yearly and I always call and they help reduce my ***********************. I have finally been told after calling 6 times, that our equipment is old, they need to upgrade, and I must take their internet service to receive there discount. There are many many complaints about the their internet. I am wheel chair bound and have no ability physically to deal with new equipment. I am now paying ****** a month for only cable. That is all I want. They have no customer service for the disabled or senior citizens. They hang up when I call and have no courtesy to answer my questions. I tried to get an explanation of my charges today by phone twice. The first time the rep was in patience. The second time, she hung up and never called me back.Can you please help me?

  Business Response

  Date: 06/25/2024

  We have explained that she is currently at the lowest price for the cable services and equipment she has. We did offer to repackage her with our new streaming cable service to try to lower her bill but the customer declined 

• Initial Complaint

  Date:06/05/2024

  Type:Billing 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.

  Astound double billed me one month by mistake and then gave me a ton of issues to refund my additional funds. They then promised to send me a prepaid debit card with the extra payment that I never received. Finally after many arguments on the phone, I disconnected my account on March 24 and they stated that they would end charges as of that billing cycle but now I received a bill for **** and July totaling $143.25 for a service that I do not even have. This is very outrageous. They are double and triple billing their customers and getting away with it. My account number is ***************.

  Business Response

  Date: 06/14/2024

  Spoke to the customer on 6/14. He did not have time to go over the complaint. I will follow up with the customer on 06/18

  Customer Answer

  Date: 07/03/2024

  
  Complaint: 21807229
  
  I am rejecting this response because: 

  I did not hear back from Astound since our initial phone call.

   

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