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

    • 740 total complaints in the last 3 years.
    • 302 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:03/04/2024

      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.
      Technician laid cable across the yard 4 months ago and still have not buried the line. I have called multiple times there is an open case but have not received resolution

      Business Response

      Date: 03/25/2024

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

      Customer Answer

      Date: 05/02/2024


      Complaint: 21381843

      I am rejecting this response because:

      I have attempted to return from RCN, they do not answer and have not returned call after my voicemail, line is still not burred and is starting to get damaged.  



      Regards,

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

      Business Response

      Date: 05/17/2024

      This has been escalating over to construction to get resolved asap 

      Customer Answer

      Date: 05/21/2024

      [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:03/03/2024

      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.
      Ive been online through their messenger back and forth- sending pictures of how often their services go out, requesting credit because the services are horrible and I keep getting the runaround . Ive not heard from anyone in regards to the complaints Ive filed on here as well! Im so stressed out and upset over the lack of communication from their corporate offices and their customer service is terrible! They are overcharging me ahd their s et v es are awful and Im stuck right now with this situation abd no help resolving it!

      Business Response

      Date: 03/13/2024

      I have sent techs out to resolve the issue. I talk to the customer on a daily basis with updates 

    • Initial Complaint

      Date:03/01/2024

      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.
      Have a two year contract for TV, phone on and internet with RCN. After one year they have increased my bill by $47.39/mo. I contacted them on February 16th to remedy this and spoke to a Lisa in management. After speaking with her for over an hour she told me she would have someone call me back to resolve the issue since I had been on the phone with them for an hour and 45 minutes. No one ever called me back and my credit card was billed at the higher price despite the acknowledgment that I had a 2 year price guarantee. So I called today March 1st to try to find out why my bill has not been corrected. The person i spoke to in customer service said they did not know who Lisa was or what branch she worked out of and could not connect me to her. They offer to transfer me to a manager at their location and I was disconnected. please note that the full 12 month increase equals $568.68

      Business Response

      Date: 03/19/2024

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

      Business Response

      Date: 03/28/2024

      An email was sent to the customer with 1 year pricing 

      Customer Answer

      Date: 04/02/2024



      Complaint: ********



      I am rejecting this response because:

      I still have not received an email detailing the agreement.





      Regards,


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

    • Initial Complaint

      Date:03/01/2024

      Type:Billing 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 was charged for my modem despite returning it before disconnecting my services.

      Business Response

      Date: 03/05/2024

      The issue has been resolved 

      Customer Answer

      Date: 03/05/2024

      [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:02/27/2024

      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.
      On Sunday, February 25, 2024 I contacted Astound Broadband informing them that BOTH of my accounts had stopped functioning simultaneously. Because I have two accounts Astound requires me to go through additional steps every time there is an issue (despite two bills each month) they treat it as one problem. They told me the problem was with my equipment because 1), There were NO problems in my area and 2). there were no outages in my area. I explained that the equipment on my end was working and I could see the wireless routers but was getting no signal from ASTOUND on either system. They said they needed a tech to come out and check. Today the tech came out and said he could do nothing because there was now an outage in the area. When asked when service might be restored they told me they had no idea because the outage had just been reported today (48 hours after I reported it). They also told me they had no idea when it would be fixed. That I could "continue to look at your modem until the light comes back on."

      Business Response

      Date: 03/05/2024

      the issue has been resolved

    • Initial Complaint

      Date:02/20/2024

      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 have internet with you and my geo location is messed up in modem show a adderss when I look online that is not mine at all if reboot,Oder done fix it modem thinks Im in ****** Im in *** adderss is wrong also dew to this cant get on sits I need dew to thinks Im in ****** and routing me wrong also something wrong reboot dont fix it

      Business Response

      Date: 03/04/2024

      Left a message on voicemail with my direct number to help resolve the issue 

    • Initial Complaint

      Date:02/20/2024

      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 have service with RCN and auto payments, My bank account had some unauthorized charges and that account was closed and a new account opened. During this stressful time I forgot to update RCN I called as soon as I found out but the payment had already been processed I covered the payment. New Bill shows a total of 75 dollars in charges and my actual bill is 25 because I am on the affordability program. I spoke with a representative who spoke with a supervisor and said she would only credit $25, I obviously can not afford my normal internet amount and so I asked for another supervisor and a received a ****** ??supervisor?? who was condescending and rude. ****** stated he could not pull calls or even get in touch with the previous representative while over speaking me at every chance he got. ** read notes off over me while I was still asking him to just speak with the previous rep. ** used yup and **** and even when I thanked him for his call he decided to say ya thanks. The most unprofessional supervisor I have ever encountered how can I trust calling in if nothing can be verified? Saving ***** was a wonderful supervisor I received when I called back ******. The whole call center needs to be thrown away they speak over you and defend the previous representative for Junk fees that add up to more than your regular bill. 40 dollars to reinstate with 39 seconds and then 10 for internet reconnection. Sad that this company wants to make money off the poor while providing low cost services to the wealthy.

      Business Response

      Date: 03/01/2024

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

    • Initial Complaint

      Date:02/19/2024

      Type:Billing 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 being charged for devices that I do not have for almost 12 months. I was charged 15$ a month for two euros Wi-Fi boosting devices that I do not have and have never had. I have called a few times in regard to getting a refund or credit towards my bill but haven't gotten anywhere. i have paid well over 200$ for two devices that I don't have.

      Business Response

      Date: 02/21/2024

      I spoke to the customer and explained what the eero was the router and it is plugged into the modem. It was installed and it is what provides the wifi. 

      Customer Answer

      Date: 02/21/2024

      [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:02/19/2024

      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.
      RCN uses phony promotions to lure customers in and then massively increases the price without notifying the customer. The price increases result in rates 3x higher than competitors

      Business Response

      Date: 02/27/2024

      I have left voicemails with my direct number and sent and email trying to resolve the complaint. I look forward to speaking with the customer 

    • Initial Complaint

      Date:02/18/2024

      Type:Billing 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.
      Dear Sir/Madam,

      We are writing to you regarding an issue that we tried to resolve with Astound Broadband (FKA RCN) for our internet service, however, the customer service was not helpful and made inappropriate comments as we requested support.
      In September 2023 we signed up for an internet service via a promotion we received, the promotion clearly offered 940 Mbps internet speed at $40 with a $5 discount if enrolled in autopay which we always do and did for this order as well bringing it to $35 total. More importantly, the offer specifically provided "Enhanced Whole Home WiFi & Modem" free of charge (Please review the order confirmation and the details with no activation for this service. After installing the service, we noticed that Astound Broadband has been charging our account an extra $15 monthly, we inquired from customer service and we were told it was for the "modem/wifi" rental and "internet speed". This was quite confusing and we provided all the information and the order confirmation sent from Astound and confirmed at the time of order that none of these charges are valid and we requested removal. In return, we received some rude attitude from the agent and never heard back from anyone to fix this issue. We also requested a refund on the extra charges on our bill to bring it to $35 monthly total as promised on the order we placed. After being with RCN for many years, we expected more respectful and professional support.
      Additionally, the promotion states that there is one month of free service, which we have not received as of today adding another $50.
      At this point, we request BBB to kindly help us resolve this matter once and for all so we can get:
      1. $35 total monthly bill charged to our automatic pay moving forward
      2. Refund the account for a total of $140 ($90 extra charges for the last 6 months and $50 for the free month service).
      They also promised that this rate would be locked for 24 months.

      Respectfully, ****** *******

      Business Response

      Date: 02/27/2024

      I spoke to the customer and was able to resolve the issue 

      Customer Answer

      Date: 02/27/2024

      [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:

      Thank you for helping resolve this matter. We received a response from RCN/Astound and they promised to apply the credit and make sure the monthly payment is at $35 moving forward for 24 month as discussed and confirmed in the order. 



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Regards,



      ****** ******* 

    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.