Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

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 a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 738 total complaints in the last 3 years.
    • 303 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/16/2024

      Type:Order 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 needing Internet and talked with an astound rep. ** told me I'd get a month free and the first bill would be ***** for administrative things. I said ok and he signed me up for the lowest price avaliable ***** a month. And he said this and taxes would be the bill going forward. So I signed up. When I got my first bill it was *****. I called to tell them about the free month and the *****. They said it was for equipment. I was not told this on the phone. They did not listen to me. When I got my bill for the next month it was over $100 dollars. So I called about that. The info on the bill was not at all what I signed up for. I tried multiple times to call them to let them know there were errors on my bill. And they did not fix it. So a month later the errors were still there. I called to cancel service and it was canceled. And I got another bill in the mail for over twice what I had signed up for. Oh and the equipment, the modem and these two eero connectors. I was not told about these and they charged me around 42 dollars for this equipment each month. So basically I did not get what I signed up for and because it was on the phone there was no paperwork. The tech who installed these devices did not give me paperwork to sign. I had a bad feeling about all this after he left with no signed paperwork. I think they are trying to charge me over 734 for the three months I had internet. I never gave them my debit card info because of all the errors in the bills

      Business Response

      Date: 05/24/2024

      I left a message for the customer with my direct number to help resolve the issue 

    • Initial Complaint

      Date:05/15/2024

      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.
      We went on Astound's website to sign up for service and according to their website when we typed in our address it said please enter a little more information and a representative would reach out to finish the order. Which means that Astound services our address. When we called Astound after no one reached out they said that they do not service our area. But because their website says that they do this is legally binding and now Astound has to sign us up for service rather they are in the area or not.

      Business Response

      Date: 05/24/2024

      I spoke to the customer and explained the website did not say that his address serviceable. He is not happy and says that it is implied since the website ask for more information. 

      Customer Answer

      Date: 05/24/2024



      Complaint: ********



      I am rejecting this response because: when I put in my address on there website it did imply that service is at our address because there website says we just need a little more information, your almost ready to go, but we need a few more details. Don’t worry, a real human is ready to get you connected as quickly as possible. Please give us a little more info to finish your order. 








      Regards,


      *********** ****** 

      Business Response

      Date: 05/24/2024

      I have spoken to our legal department and the website does not state the address is serviceable. The address is not serviceable. There is nothing further we can do to resolve the complaint 

    • Initial Complaint

      Date:05/14/2024

      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.
      I got the connection from astound on 28th December, 2023.They promised that i would be eligible for 200$ gift card if I continue for 90 days. It has been more than 120 days now and I still have active connection , I paid all the bill before due date, and they are saying now that you are not eligible for the gift card without providing any reason at all.I confirmed multiple time while taking the connection,that I would be eligible for gift card.

      Business Response

      Date: 05/24/2024

      The issue was escalated and the customer should receive an email from Mpell in the next 2 weeks with the gift card instructions 

    • Initial Complaint

      Date:05/11/2024

      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.
      Unauthorized payment. A second employment made changes to my account.

      Business Response

      Date: 05/21/2024

      I did reach out to the customer and left my direct number to help resolve the complaint 

    • Initial Complaint

      Date:05/11/2024

      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.
      I communicated with RCN on 4/17/2024 via their online chat system to cancel my service, as I was moving to an area that they did not cover. In this conversation, the customer service representative (***) stated that I needed to turn in my equipment by 5/9/2024 (the termination date) which included a TiVo. They specified that the modem was built into the wall and could not be returned (and was not expected to be). On 5/3/2024, I called RCN again to confirm what I needed to return, to which they reiterated that it was the TiVo. I went to their facility on *******, turned in the equipment, received a receipt, and confirmed with the *** that I was good to go. On 5/9/2024, I was billed for what I believed to be my final bill. However, the next day, I received a charge for just under $100 for unreturned phone equipment. I called RCN, incredibly angry to clarify what the charge was for to which they said it was for the modem. I had them check to see whether the modem could be returned to which they admitted that it couldnt. They saw the return on 5/3/2024 and told me they would clear this up within the next 24 hours. They did not.

      Business Response

      Date: 05/21/2024

      The issue was resolved with the customer> the equipment was removed from the account on 5/14/24

    • Initial Complaint

      Date:04/29/2024

      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 am closing on the sale of my home 5/10/24. I called to cancel my service as of that date but was told I have to pay for the full billing cycle ending on 5/30/24. I am being forced to pay for a service that I wont and cant use because I wont be living in the home with the service after 5/10/24.

      Business Response

      Date: 05/09/2024

      I left a message on the customers voicemail with my direct number to help explain the policy 

    • Initial Complaint

      Date:04/21/2024

      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.
      My account number is *************** on the ******************** company. Its a really terrible and frustrated experience. I feel that Ive been a victim of unlawful billing practices by Astound company. As a customer I feel really frustrated and shock. When I started to leave and cancel the service this company charged unreasonable unrecognized fees that they didnt inform me those extra fee that I never received previously, they charge $24 service fee, equipment rental fee, and 400mbps fee that Im using the 300mbps all the time but for this month bill they charged the 400mbps that negative bill which no one told me in advance about this fee they just charged without telling the customer. Also i turn on the autopay which I always pay my bill on time this time theres $27 past due balance which I dont know where is it come from the past ****** the bill showing I need to pay $98 for this month!!! Thats insane usually the monthly payment is $55 after the promotion ended. Negatives opinion billing burden customer with the responsibility of contacting to dispute the charges and obtain refund!! But Astound company are not doing anything Ive contacted they but they refused the refund and theres no way I could go dispute! They dont make any changes. Even though its not a lot money but I really shock how this company randomly changes customers fee especially when theyre going to leave and I dont wanna pay the money that is not belong to the bill and Ill just pay what it supposed to be which is $55/mo but theyre not willing to refund the extra fee. I really need help!! Ive contacted many times but they said its a valid charge but its not I know theyll be able to do something make changes but theyre not supporting and doing anything

      Business Response

      Date: 05/01/2024

      I tried calling on 4/23 and 5/01. I also sent an email to the customer in hopes of resolving the complaint 

    • Initial Complaint

      Date:04/15/2024

      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.
      The monthly contracted amount is $63 dollars I forgot to pay a month and the final cost was $300 dollars, they are absurd values and it's not just that in all the time service was discounted high values on my invoice! And the internet is very bad and slow also horrible!

      Business Response

      Date: 05/28/2024

      The final was for ******. $63.27 for the monthly charge plus 40 restoral fee and 2 payment processing fee. As a curtesy the agent waived the restoral fee and payment fee. Her finally payment made was on 5/07/24 for *****

    • Initial Complaint

      Date:04/13/2024

      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 just spoke with a customer service representative to end my service with Astound after being a customer for 5 years. My service is scheduled to end on 4/16 and I was told that I would be charged for a full billing cycle (ending 5/8) and would not be refunded for the pro rata amount of my bill after my service has ended and equipment returned. This is absolutely a predatory practice in which the Company has taken and kept money for services that are not being delivered after my agreement has been terminated. This business is absolutely inflating its revenue with cash collected with no services rendered. It is taking advantage of customers and this policy needs to be changed.

      Business Response

      Date: 04/23/2024

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

    • Initial Complaint

      Date:04/04/2024

      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 purchased Internet services from Astound Broadband two weeks ago and my services stopped working. I scheduled a tech to come out to my residence on 4/5 in between the times of 9-1 PM. I have not had Internet for two days and have had to use my mobile internet. I have had a hard time dealing with customer service. I was hung up in twice and received very little help. I should not have to pay for this service.

      Business Response

      Date: 04/05/2024

      Credits have already been applied to this account. The customer started ******************** on **/22, he has 2 months free service and also a 30 credit.  

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.