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

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  518 Union Ave Framingham, MA 01702-5817

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  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:04/03/2024

  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 on April 2 to cancel internet service after moving out of my apartment. In the past, cancellation meant on the day I called. However, I was told that as of April 1, there was a new policy, and service couldn't be cancelled until the end of my payment period at the end of the month. This means I will have to pay for internet to an empty apartment, or even after a new tenant moves in to the unit. I am requesting a refund for the days that I'm being charged for after move out.

  Business Response

  Date: 04/23/2024

  Customer was notified via email and letter with new policy in March. 

   

   

  IMPORTANT NOTICE: CHANGES TO ASTOUND
  CUSTOMER TERMS AND CONDITIONS; MONTHLY
  SUBSCRIPTION TERM FOR INTERNET ONLY
  CUSTOMERS; CUSTOMER INSTALLATION
  OF EQUIPMENT
  March 1, 2024
  Dear Customer:
  This letter is to inform you that, thirty (30) days after the date of this notice, your
  service will be governed by the Astound Broadband Customer Terms and
  Conditions, as recently modified, and as more specifically described below. After
  that date, any previous terms and conditions to which you agreed when you first
  became an Astound customer will be null and void, no longer effective and will not
  govern the terms of your Astound Broadband services.
  More specifically, Astound has modified and amended Section 3 (Payment of
  Charges) of the Customer Terms and Conditions by adding two additional
  paragraphs. One of the additional paragraphs describes when your billing begins if
  Astound sends you equipment to install yourself, without Astound sending a
  technician to your residence for initial installation. This provision clarifies that
  Astound will begin to bill you no later than fourteen (14) days after you receive the
  equipment for self-installation, regardless of whether you actually install the
  equipment. If you install the equipment earlier than this fourteen (14) day period,
  your billing will begin on the day that you actually install your equipment and
  activate your service.
  The new provision regarding self-installation of service is as follows:
  Self-Installation: This paragraph is only applicable to Customers who elect
  to install Astound-provided Equipment without in-home assistance from
  Astound. Customer agrees to complete the self-installation process within
  fourteen (14) days after receipt of the Equipment. Customer acknowledges
  that Customers billing cycle will begin on the earlier of (i) the day that
  Customer completes the self-installation process; or (ii) fourteen (14) days
  following Customers receipt of the Equipment, regardless of whether
  Customer has actually completed the self-installation process.
  The second additional paragraph of Section 3 (Payment of Charges) provides that,
  if you subscribe only to Astounds Internet service, this subscription starts at the
  beginning of your applicable billing cycle and runs for an entire month, even if you
  terminate your Internet service prior to the end of that entire month. You will not
  receive a pro-rated refund for the period of time between your desired termination
  date and the end of the monthly billing cycle, but you will maintain access to the
  service until the end of the monthly billing cycle.
  The new provision regarding the monthly subscription term for Internet only
  customers is as follows:
  For Customers that subscribe only to Astounds Internet Service:
  Astound provides the Service to Customers that only subscribe to the
  Internet Service on a monthly subscription basis. In this case, **************************** period begins on the first day following your
  commencement of Service date and the Service subscription automatically
  renews thereafter on a monthly basis beginning on the first day of the next
  billing period assigned to you until you cancel the Service. You are
  responsible for the full monthly charge (without pro-ration) for the Service,
  even if you terminate the Service prior to the end of the monthly service
  period. If you terminate the Service prior to the end of the monthly service
  period, such termination shall be effective at the end of the then-current
  monthly service period. You will continue to have access to the Service at
  the account location through the end of the then-current monthly service
  period.
  In addition, there are some other modifications to the Customer Terms and
  Conditions that are intended to update and/or streamline the prior version.
  The revised version of the Customer Terms and Conditions can be viewed in
  its entirety by clicking on the following hyperlink: www.astound.com/policiesdisclaimers/terms-conditions. We encourage you to read these terms and
  conditions in their entirety. Both of the additional paragraphs regarding selfinstallation and the monthly subscription term appear at the end of Section 3
  (Payment of Charges) of the Customer Terms and Conditions.
  In addition to the Customer Terms and Conditions, we have also modified the
  High Speed Internet Service Addendum. This addendum sets forth additional
  rules, terms, conditions, and policies that apply to your use of Astounds high
  speed Internet service. Modifications to the High Speed Internet Service
  Addendum update and/or streamline the prior version, and further generally
  amend various provisions therein to account for the self-installation process,
  whereby, in certain cases, you may install the equipment necessary to
  activate your Internet service without the assistance of an in-home
  MyAstound Contact Us Support
  technician. Please note that, except as specifically stated in this addendum,
  your use of Astounds high speed Internet service will continue to be
  governed by our Customer Terms and Conditions (as modified and explained
  above, including, without limitation, the new payment and billing terms for
  Internet only customers), and any other terms, conditions, and provisions
  referenced in each of those documents. We encourage you to read the
  revised High Speed Internet Service Addendum in its entirety. This addendum
  can be viewed in its entirety by clicking on the following hyperlink:
  www.astound.com/policies-disclaimers/high-speed-internet-addendum.
  If you do not wish to agree to the above changes to the Customer Terms and
  Conditions and the High Speed Internet Service Addendum, you have the
  right to terminate your services without any financial penalty to you. Astound
  also wishes to remind you that the amended and modified Customer Terms
  and Conditions and High Speed Internet Service Addendum, will now govern
  your use of Astounds services beginning thirty (30) days after this notice,
  and that by continuing to use our services after that date, you agree to the
  provisions of the amended and modified Customer Terms and Conditions and
  High Speed Internet Service Addendum.

  Customer Answer

  Date: 04/23/2024

  
  Complaint: 21523392
  
  I am rejecting this response because they are informing me of the change in terms of service only after having charged me for internet service for nearly a month after leaving my apartment.
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/23/2024

  The notice was sent out to every customer at the end of 2/24/24. The terms and conditions were also updated online at that time. 

• Initial Complaint

  Date:04/02/2024

  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 am not liable for this debt with ASTOUND BROADBAND POWERED BY, I do not have a contract with ****************************************, they did not provide me with the original contract as I requested.

  Business Response

  Date: 04/09/2024

  I called the customer and left a voicemail with my direct number. I also sent an email 

• Initial Complaint

  Date:03/27/2024

  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.

  Greetings I am a District senior citizen resident whom is being financially exploited the listed internet company I am on a fixed income and have been a participant ACP program threw an Error I was removed from ACP program. I tried to voice complaint with the listed internet provider however they refuse to acknowledge their error and demand I pay them 64.oo dollars On 3/26/24 I requested the internet service to be disconnected and requested a equipment shipping label be emailed to me because I'm a house bound, wheelchair bound physically impaired senior citizen. The internet provider formally known as RCN corporation out right refused my request for immediate disconnection and shipping label request thereafter demanded I pay them a additional $79.00 dollars without no legitimate reason RCN corporation is attempting to financially extort a senior citizen this issue needs to be brought to light Best *************************

  Business Response

  Date: 04/02/2024

  The issue has been resolved. the customers ACP was transferred back on the account .

• Initial Complaint

  Date:03/27/2024

  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 changed WiFi carriers in October, they girl took my **** card information over the phone to start the services. I then get a bill a month later for the amount that I had already paid over the phone. They looked into it and listened to all the recordings and said it was their fault and they credit it. The next month I got charged for both months, they said they looked into it and figured out what happened and corrected the situation and reassured me the next payment was only going to be the 70$ it was originally suppose to be. Three months in and they havent fixed it or corrected it. I have wasted over 6 hours on the phone with them. A manager named ***** said she would call me back and never did in January. Got the new bill and nothing was fixed or figured out. I called in February and they said ***** would call me back within the same day. She never did. *** called multiple times to try to get ahold of her and they says shes unavailable. I ate the cost and paid it since they turned off the WiFi. They are now saying my first payment through the phone to start the services was never used for the WiFi. Their employee took my information and used it personally. They are not caring nor taking action on this employee. They keep giving me the run around and saying thing and never following through.

  Business Response

  Date: 04/02/2024

  In order to qualify for the gift card *** a customer in good standing (pay bill on time) for at least 90 days. The customer installed on 11/28/23 and the first payment we received was on 03/01/24

• Initial Complaint

  Date:03/27/2024

  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 responded to AstoundRCN promotion in JAN 2024, I received E-mail confirmation on 1-18-2024 that the total monthly estimated charges will be $36.00. Now the monthly is $77.68.

  Business Response

  Date: 04/02/2024

  The customer's monthly amount is $46.00 a month for 600mbps and home phone before taxes and fees. With taxes and fees it is $77.52 with autopay and paperless billing a $10 monthly credit is applied when autopay is deducted bringing total to $36.00 before taxes and fees after taxes and fees $67.52

  Customer Answer

  Date: 04/03/2024

  
  Complaint: 21493509
  
  I am rejecting this response because:
  
  I am mailing you a copy of their e-mail confirmation.
  
  Regards,
  
  ***********;lo

  Business Response

  Date: 07/23/2024

  The customer is paying ***** for ******************** and 1 for phone. If the customer added paperless billing and auto pay with a banking account there would be a 10 discount making monthly rate 36 before taxes and fees. With taxes and fees $66.66

• Initial Complaint

  Date:03/22/2024

  Type:Sales and Advertising 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 had new home phone and internet service installed with Astound in early Sept 2023. My account# is ***************. My new service came with a new customer promotion of a 150 gift card which I was supposed to get 90 days after install. I have yet to receive this gift card. I have called them many times since early Dec and still no gift card. After several calls where I was told issue in their system that promo wasnt processed correctly, they finally stated on 2/5 that they escalated it and were mailing out the card and I should receive with in 2-4 wks at that point. I waited the 4wks and never got gc. I then called them again on 3/4 and supervisor said he escalated ticket again and that I would get callback within 48 hrs. No call back, I called them on 3/6 told by another supervisor that on 3/4 he had opened new ticket which was then closed as duplicate. Once again they had to reopen ticket on 3/6. No callback again, I waited another week and called them again on 3/14, at that point I was told by new supervisor that per notes on ticket my gift card had been mailed out on 3/7 and per ***** in gift card ***** I should have gotten my gift card within few days. Today is 3/22 and still no gift card. I called again today and told by supervisor today that all she could do is send another email to gift card **** to escalate. All I want is my 150 gift card. Everytime I call, I get different reps and supervisors in different offices and I keep getting the run around and no one takes responsibility for this. At this point I have wasted well over 10 hours on the phone with Astound and have spoken to at least 10 different reps and 7 different supervisors and still no resolution. I dont know what else to do and Im hoping you can help me finally get my gift card.

  Business Response

  Date: 04/02/2024

  On 3/27 we canceled the missing gift card and issued a new gift card that should arrive within 10 business days 

  Customer Answer

  Date: 04/02/2024

  
  Complaint: 21474271
  
  I am rejecting this response because: I was already told once before that they had cancelled the missing gift card and resent new card out to me on 3/7 and to this day I still havent received it. Is there a tracking # for this new gift card? I dont want to close out this complaint until I have the new gift card in hand.

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

  Customer Answer

  Date: 04/22/2024

  
  
  Better Business Bureau:
  
  

  I just wanted to let you know I finally received the $150 gift card from Astound .
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/13/2024

  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.

  ****************** to our area, incompetent field service technicians and service technician supervisors. Denial of widespread service outage, unrealistic resolution times provided, refusal to provide options to discuss outage and resolution time during outage with a human. Service has been terrible lately and finally failed completely about 24 hours ago. We are two doctors now struggling to maintain contact with our patients and elderly parents. We also have medically challenged neighbors who are being affected by this inadequate service who are unable to navigate the frustrations of dealing with this company during its frequent service interruptions.

  Business Response

  Date: 03/21/2024

  tried to reach out to the customer but they are not accepting calls at this time. sent an email 

• Initial Complaint

  Date:03/12/2024

  Type:Sales and Advertising 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 by RCN increased my wifi bills from $25/month up to $147.91/month over 2 years without me realizing as I had the bills on autopay. After this, I called to cancel my services in October 2023 as I was very upset that the bill could go this high without approval. I ended up talking to a service rep who was very apologetic and was able to reduce my October bill to $17.04 and set me up with an offer for $30/month wifi that would absolutely not increase for the next 2 years under contract. My bill in November was $30, my bill in December was $30, and then all of a sudden on ******* 31st they shut off my wifi even though I had paid. They claimed this was an error on their end and they turned the wifi back on immediately. After checking my latest bills it looks like they are now charging me $173.04 for ******* and $173.04 for February. I called back, yet again, to follow up on the increased charge after I was told I would be locked in for 2 years with the $30 a month. They again told me this had to do with the error when they canceled my service and that they could not put the same promotion on my account. They now said my bills will be around $50 a month. It should not be legal to break a contract by making an error and charging someone more ongoing. I won't even mention how it is also wrong to increase someone's bills by 500% without getting additional approvals from the customer you are charging.

  Business Response

  Date: 03/21/2024

  I left a voicemail with my direct number to help resolve the issue 

• Initial Complaint

  Date:03/11/2024

  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.

  Im on the end of an old rural line and my speed drops nights and weekends. Technicians have told me this. They cant put it down for repair, or theyll get in trouble. For 12 years! Im furious and paying $100/mo for hsi. Not as advertised!

  Business Response

  Date: 03/19/2024

  I left a voicemail with my direct number to help resolve the issues 

• Initial Complaint

  Date:03/07/2024

  Type:Sales and Advertising 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.

  Problems with astround begin in may of 2023 and has continued be unsolved to today march 7, 2024. I've had to call several times as well as unplugged several times within a year. Now the company wants to tack on a service charge of $79 if I don't have a service agreement if a serviceman has to comeout to correct their problems. I'm a senior living on a fixed income and can't afford a service agreement, the problem is with the company and their equipment not with me. This new service agreement was newly added to get more money out of the consumers. The service calls was free until the company decided to put a satellite in space that was supposed to improve television serve, which it hasn't done, in fact just the opposite has happened a continuing outage with no refunds. As of today I haven't had television service since 12 noon (3/24). There needs to be some kind of correction with the problem which I repeat is with their equipment not mine. When I turn my television on I don't expect to view a circle going around and a message stating the television is off line. I employ you to resolve this ongoing problem a year of this is long enough.

  Business Response

  Date: 03/25/2024

  I left a voicemail with my direct number to help resolve the issue