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:08/29/2024

  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.

  I have been a customer of ******************** (formerly RCN) for 12 years (since 2012). I have faithfully always paid my bills on time. On 8/28/2024 I called and chatted to disconnect internet services for a week in the future, and I was informed that due to a change in policy, I would be responsible for an entire month-- not when I request services are shut off and return equipment. I previously canceled cable in 2022. I was informed via the call center on 8/28/2024 that if I were still a cable AND internet customer, my request for a pro rated cancellation would have been honored-- but since I only have cable, I am stuck with the bill. This policy is incredibly unfair, as I will be charged for services after disconnecting and returning equipment. Beware as this is how they treat long term customers. If you are reading this, you can't say you were not warned.

  Business Response

  Date: 09/17/2024

  he 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.

  Customer Answer

  Date: 09/17/2024

  
  Complaint: 22214213
  
  I am rejecting this response because: Your policy does allow you to do this if you choose to. Your representative told me as much. You do this for cable customers who have ********************, but you chose to rip off internet only customers with this policy. ANYONE READING THIS, THEY RIP YOU OFF. They did this to a 12 year customer. Don't say you werent warned. 
  
  
  
  Regards,
  
  ****** ******** Iii

• Initial Complaint

  Date:08/28/2024

  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 signed up for ***** a month after that The bill started becoming $60 a month in The meantime, someone started hacking in to the Cable, turning the camera, the screen, green and gray and missing with the settings There are charges on here that Ive never seen or understand. When I contacted the business, they were giving me the runaround and never allowing me to access my bill. They kept me from seeing my bill or being able to dispute it. I will go down to the office during business hours, and they would close the office so no one was available to talk to during business hours. *** called them several times trying to get, this taken care of, but no one ever would give me the correct information. I would like a call from corporate office to get this taken care of and the money owed back on the bill. I had this account for six months and within the six months over paid and finally August 25, 2024 I closed down the account which they are not allowing me to close the account. They said I have to keep the account which I know a consumer that is not true.

  Business Response

  Date: 09/05/2024

  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:08/24/2024

  Type:Order 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 a two part complaint with this company. First, the TV service is very erratic in that the picture will freeze and "loading video" appears and you never know when the program will continue - highly annoying as you loose the continuity of the program. My second complaint with this company is that they greatly increase your costs without any previous alert. You have to call the company and they will generally lower it a bit but why should you have to lean on them to do this. My costs for TV, internet and landline went from $224/mo to $272/mo to $304/ mo in a 2-month period without any notification to me. My call to them resulted in a price of $271/mo still a 21% increase for lousy service.

  Business Response

  Date: 09/03/2024

  The customer had promotions for premium channels free for a year. HBO Max was free for a year its currently at ***** a month. Showtime/TMC was free for a year now it is *****. We receive these offers from the networks and are only good for 1 year. 

• Initial Complaint

  Date:08/24/2024

  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.

  I would like to stop my astound internet plan ASAP.

  Business Response

  Date: 09/03/2024

  The account is set for disconnection on 9/21 the last day of the billing cycle. 

  Customer Answer

  Date: 09/04/2024

  [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,
  
  Tulip ********

• Initial Complaint

  Date:08/19/2024

  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.

  RCN Astound Broadband is price gouging their customers. My bill went from $54.45 in June and increased to $64.45 for July and Aug and increased again to $73.71 for my bill due September 4th. That is a total increase of ***** (over 36%) in 90 days. This includes a $10.00 increase for the same internet service, a $5.00 increase for the same modem rental (an updated or newer modem was not issued) and a $4.26 increase in the Network Access and Maintenance fee. All increases directly benefit the corporation and their greedy pockets and did not benefit or improve my internet service. The 2024 Corporation Price Gouging Act was introduced 2/26/24 to make it unlawful to increase at more than a 10% rate and the act of rapidly increasing at a rate of 36% is a predatory action towards customers/consumers. ********************** is not a luxury- it's become a necessity in the world that we currently live in. Children cannot complete homework without it. It's become just as essential as electricity or water. Pricing customers out of such necessity is a crime. I do not qualify for the **** yet I also cannot afford my new bill after such a large increase. Please respond and take action immediately. My next step will be to inform the BBB and the media.

  Business Response

  Date: 08/28/2024

  The customer was given a new loyalty promotion lowering the monthly total to ***** for 600 mbps and the modem and router rental. 

• Initial Complaint

  Date:08/13/2024

  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 was contacted to cancel service at the end of a billing cycle and is attempting to invoice for a full month following termination. Customer, and all customers, have ZERO ability to negotiate contract terms and Astound is taking the position that cancellation on the first day of the next billing cycle permits them to bill for a full month. This is an abusive practice and should not be permitted. A provider cannot be permitted to demand such an abusive condition. The difference here is a full month charge of $176.89 for at most one day of service prorated at $5.70. My wife and I are 57 and this is not acceptable treatment from anyone. The company is matter of fact and seem a bit arrogant about this abusive practice. We have paid this vendor THOUSANDS of dollars over several years.

  Business Response

  Date: 08/30/2024

  Our executive resolution team has reached out to the customer to resolve the issue

  Customer Answer

  Date: 10/18/2024

  
  Complaint: 22137929
  
  I am rejecting this response because:
  
  There has been no response.  I keep communicating that NOTHING has been communicated to address the abusive one-full-month charge for canceling service on the first day of a new billing cycle.  Astound should also be able to confirm that the service was not in use we before the service was canceled.  I was not presented an opportunity to negotiate the terms that include this abusive charge.  I continue to get bills demanding payment of the full amount, no communication concerning the reasonable expectation that services should be prorated.  There is at most one day in this billing cycle that could be argued should be billed, which comes in somewhere around $5.  There is no reasonable basis to expect it is acceptable to charge someone a full month in month of termination, especially when service is terminated essentially at the onset of the billing cycle.  Being told these are terms of a contract I had no ability to negotiate is not reasonable.  Astound has made contact with me to address any of the prior correspondence I have sent to BBB about their behavior, nor have they proposed a reasonable charge for the barely-one-day of service.  
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:08/12/2024

  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.

  Astound Broadband is becoming increasingly unreliable with frequent outages lasting several hours. Since they are the only service available in this area, I feel like a hostage.

  Business Response

  Date: 08/21/2024

  We do apologize for the outages. We did send a letter out informing our customers about the outages

   

  Important Notice About Your Service
  Thank you for being an Astound customer. We understand and appreciate how important it is to have a reliable
  internet connection to support your work, school, and entertainment needs.
  From time to time, certain events in the area like road construction, utility pole work, vandalism or a vehicle accident
  may cause damage to our fiber network, disrupting your Astound service.
  On August 12th our fiber network that supports connectivity to our customers in Silverdale, WA, was severely
  damaged due to vandalism. Our Astound technicians responded immediately to this latest event and worked as
  quickly as possible to restore connectivity. We know first-hand how these incidents impact our customers, especially
  those who work remotely from home and rely on their internet connection.
  In response, we’ll be issuing a credit to customers impacted by this interruption, which will be applied automatically
  and appear on your next billing statement. Astound is always adding additional redundancy to our network to protect
  our services from disruption due to vandalism and other incidents. Due to recent vandalism events, our timeline to
  build a redundant fiber network path in the Silverdale, WA area will be accelerated.
  Acts of vandalism are never acceptable and we are working with law enforcement to identify and bring to justice the
  person or persons responsible for the damage to our fiber network.
  We very much appreciate your patience during this outage and fiber restoration. Thank you again for being an
  Astound customer.
  Sincerely,
  Jared S****
  Senior Vice President, General Manager

  Customer Answer

  Date: 08/21/2024

  [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:08/09/2024

  Type:Customer Service 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.

  Three months ago I signed up for internet with Astound agreed contract I pay ***** a month but every month I receive a bill for ***** a month. Plus late fees for paying on time. They a robbing consumer on fixed income. I want a call from corporate and a refund

• Initial Complaint

  Date:08/08/2024

  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 have been a customer of ********************** for 2 years. Lately, the Internet connection has been very bad. This issue interfered with my work which I currently do remotely. The virtual meetings were lagging, connection was slow, I was getting kicked out from the calls, etc. On the other device my emails were not downloading, the third device constantly was losing wifi, while it was connected.I finally called the company with the concern. They suggested sending a technician in stating I might be charged up to $80 for a visit. When I tried to clarify the grounds for the charge I was told that it's not certain. We scheduled a visit for 8/5 between 10am and 12 pm. I confirmed the appointment. On 8/5 no one came between 10 am and 12 pm. I started calling the company after 12pm and was on hold for 12 minutes when I got a call from RCN saying that a technician needed to be let it (that was at about *****). My building has a concierge and a number pad to call the apartment so the technician could have entered if they were there. I went outside regardless and, of course, no one was there. I tried calling RCN again, but there was no response. After 2.30pm, after being on hold for 22 minutes I finally got a hold of the associate who verified my account and hung up. Around the same time a technician called saying they were busy all day and could only come by 3pm, which proves that RCN lied about technician being here earlier that day.This is to say that this level of service is absolutely outrageous and not acceptable. The Internet service I am paying for isn't being provided, the customer service is not existent, how is that a normal business?

  Business Response

  Date: 08/21/2024

  We are very sorry for your experience. A member of our executive resolution team called and left a voicemail with a direct number. 

• Initial Complaint

  Date:08/07/2024

  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 went to cancel my home internet service through Astound internet (previously RCN) in Massachusetts and was informed that, without my consent, the terms of service were updated which makes it impossible to disconnect service at a specific date.
  
  I understand having to pay until the next billing cycle if I am cancelling in the middle, but refusing to disconnect the internet service from my apartment when I wouldn't even be living there for nearly two weeks afterwards has obvious security and privacy risks.
  
  Below is a abbreviated chat log since it goes over the character count for this form.
  
  You're connected with Allan
  
  I am sorry to hear that you are looking to leave us, but I can certainly assist you. Can you verify the full name, address on the account, including the city, state, and apartment number if there is one?
  
  Thank you for that information. Please wait a moment while I access your account. Just to confirm, am I speaking with the account holder?
  Me: Yes
  
  Thank you for verifying.
  Richard, we are sorry to lose you as a customer; however, I would be happy to help you from here. As of what date do you wish to be disconnected?
  
  Me: August 31st please
  
  Richard, the soonest date we are able to have a disconnection would be August 13th, and this is your final billing cycle date.
  
  Me: My service would be disconnected on the 13th?
  Me: will still be living here until the 31st
  
  Richard, I am sorry, but you would have to disconnect on September 13th.
  
  Me: How would the next tenant get services
  
  Richard, I can understand that but the soonest date would have to be August 13th as that is your final billing cycle date. Due to the recent changes in the terms and conditions that took effect on April 1, 2024, when disconnecting internet service,. Customers will no longer receive a final prorated bill; service will still be accessible up until the end of the billing cycle.

  Business Response

  Date: 08/26/2024

  Our customer security is a top priority with us. If a customer does move in and try to use the existing internet it would not work. Your internet is set with your MAC address to your modem another modem would not be able to connect to the internet.

  Customer Answer

  Date: 08/27/2024

  [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,
  
  
  ******* *****