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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

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

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    Customer Complaints Summary

    • 754 total complaints in the last 3 years.
    • 297 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/07/2024

      Type:Customer Service 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.
      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:
      Unresolved
      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,

      ***********************

    • Initial Complaint

      Date:06/04/2024

      Type:Billing 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 signed up for Astound Broadband internet services after moving to ************* May 1 of 2023. On April 30th, 2024, I called Astound Broadband and requested my internet service be cancelled. They cancelled my account, but due to the terms of their conditions, I was billed for a 13th month of services and have no way of getting back the last $45 that they deceptively charged me. Their terms and conditions state that "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 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."For starters, the company never tells you explicitly when the billing cycles start or end. The company also does not tell you that 'their' billing cycle does not conform with the regular month. Their billing cycle for any given month starts days before that month, which is quite deceptive and surely leads to MANY consumers paying for an entire extra month of service, for which they literally may not even be able to use. For example, I was charged for an entire month of Internet service at a location where I physically could not access any longer, legally. Since I called on April 30th instead of April 28th, I was charged another $45 for an entire month of service that I could not use; it feels like theft. I was busy packing up my belongings to move into a new home. The last thing on my mind was making sure I was adhering to my ISP's ridiculous terms and conditions to avoid getting billed for a 13th month of service at a location where I had a lease for 12 months and moving out. That they specifically include (without pro-ration) makes it look like this was designed to be deceptive to overcharge.

      Business Response

      Date: 06/14/2024

      Thank you for your feedback. The service is billed  in monthly increments, as previously communicated to customers via email and letters in February an March of 2024.

    • Initial Complaint

      Date:06/03/2024

      Type:Customer Service 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 internet services was interrupted although the customer service representative gave me mis-information regarding the total amount due to keep my service active. When I addressed the issue with the company, the representative admitted fault yet would not restore my services causing my daughters final to timeout and unable to complete.

      Business Response

      Date: 06/14/2024

      The number on the complaint is temporally disconnected. I did send an email to help resolve the complaint 

    • Initial Complaint

      Date:06/03/2024

      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.
      4/2024 I disconnected my service with Astound, was previously with RCN. I was given a shipping for to return the equipment- 1 piece that I had. Turns out they had been billing me rental for 3 pieces of equipment and are now trying to charge me for the two items I NEVER HAD. I have called and tried to resolve this over 6 hours of phone calls. Each time, being told someone will call me back. All they do is confirm they only received one piece of equipment and tell me to track down the person who did the install YEARS ago bc they logged it as have 3 pieces of equipment. I have attempted to resolve this, they are claiming the Echo equipment I was using was theirs. I have the receipts and proof I purchased these myself on Amazon, date, serial numbers- which they confirmed were pinged off MY echos I purchased from Amazon. They are threatening to send this to collection.

      Business Response

      Date: 06/11/2024

      I left voicemails with my direct number to help resolve the complaint 

    • Initial Complaint

      Date:06/02/2024

      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.
      Internet services completely unusable and consistently is too slow to even run a speed test. Astound refuses to assist aside from sending a technician who stated they fixed the issue - they did not. Working remotely requires Internet connectivity so lack of service has resulted in loss of income from work as well as added stress. Astound refuses to reimburse or even waive monthly charge for service not delivered.

      Business Response

      Date: 06/21/2024

      I spoke to the customer she stated that she moved from the last address and has not been having issues since. I could see her modem was running in partial mode and offered to troubleshoot. The customer declined and stated she was working right now. I gave her my direct number if she does have anymore issues and would like to troubleshoot 

      Customer Answer

      Date: 06/21/2024


      Complaint: 21792801

      I am rejecting this response because:
      The business called from an unknown number and had no understanding of the timeline nor previous steps taken. I informed them that I was charged for a service call in spite of having documentation stating I would not be. 

      nothing RCN has done in this matter has been at all acceptable. 


      Regards,

      *****************************

      Business Response

      Date: 07/05/2024

      I called the customer she immediately said do not call me anymore. I stated I was calling in regards to her BBB complaint. She stated it was from her old address and the services were working fine since the move. I looked at her modem history and saw some drops which I explained to her. She said she was working and did not have time for this. I gave her my direct number to try to help resolve her issue instead of calling customer service. She has not called myself or customer service with any issues since we spoke.  

    • Initial Complaint

      Date:06/01/2024

      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.
      No service. ****** failed to showcup and now havecto wait again for repair service. 5hey say one thing about outage in area and then say signal is in home...not true. We have no internet....

      Business Response

      Date: 06/11/2024

      I spoke with the customer and we were able to resolve the issue 

    • Initial Complaint

      Date:05/29/2024

      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 was given a promotion in which I would receive a $100 gift card after 90 days of my account being in good standing. My account was active from November 2023 through May 2024, and I never received the gift card. I called support three times over the course of this time, and the business acknowledged that the account had been in good standing with autopay enabled for significantly longer than required, and that the promotion was applied to my account correctly. They said there should be an email from Mpell, their contractor, but the email never showed up. They said there may be a 2 week delay after the 90 day period, but that has passed. They are unable to provide any other status updates.

      Business Response

      Date: 06/07/2024

      We have tried calling the customer and left voicemails regarding the gift card 

    • Initial Complaint

      Date:05/25/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 having Internet issues for the last 2.5 weeks. The connection keeps dropping and when is comes up the speed is super slow (under 25 Mb / sec). If I reset my modem it gets better for a bit but then will randomly do the same thing. I have called RCN support multiple times. They have sent out techs. The first tech told me everything onsite was fine, but it was the issue with the lines and taps in the pole. Then they sent out construction techs who supposedly fixed the issue. Issue still remained. They sent out another tech who again said everything was fine. They sent out construction techs who said they found more issues but they fixed them and all was fine. Issue still remained. I called and asked for my issue to be elevated to a lead tech or a tech supervisor and was told it had been and they would call me today. They never did and when I called they said I never made the request. Issues still remain. I have asked them to get these issue fixed repeatedly and now I am being lied to. When asked when a lead tech can come out i.am told that they cannot give a timeframe. Meanwhile I am told I should keep paying for my 1G service or they will shut it off, but I have not been getting that service for over two weeks. At this point, they have assured me someone would contact me today, but as of this writing this has not happened.

      Business Response

      Date: 06/03/2024

      I spoke to the customer and they had already disconnected service. I did issue a credit for the services not working before they disconnected

      Customer Answer

      Date: 06/03/2024

      [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:05/24/2024

      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 canceled service on 3-25-24. I have confirmation email and an email from customer service trying to retain me as a customer. On 3-27-24 I was charged $77.19 and 4-25-24 I was charged $77.19 to the credit card I had on file with astound. I have called several times to get a refund. The most recent call on 5-17-24 a conclusion was reached that they would refund us approximately $130 within 3 business days. Im not sure why we wouldn't be refunded the full $154.38. I still haven't received the refund and after 3-4 conversations with the company I'm not convinced I'll get a resolution to this issue.

      Business Response

      Date: 06/03/2024

      I left voicemails with my direct number to help resolve the issue 

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

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