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Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

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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

    • 756 total complaints in the last 3 years.
    • 296 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:05/24/2024

      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.
      RCN (Astound Broadband) installed their cable route to a cable box on my property and damage was done to the front yard and to the driveway. The Cable install machine went under my driveway and a "heave" and a crack" resulted in the driveway. I have had several calls with Astound and they refuse to call me back with the next steps--CASE # *******. The damage on the driveway is getting worse as they said to me in the fall of 2023--after an initial case that was never followed through with, so the new case was entered--that they would fix in the spring of 2024. No action from them and I am left with an install damage with currently no result.

      Business Response

      Date: 05/24/2024

      I spoke with the customer we are in the process of a resolution with the customer. I gave him my direct number if at any time he is unhappy with the process. I will continue to follow up with the customer until the issue is resolved 

    • Initial Complaint

      Date:05/17/2024

      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 business continually fails to provide internet service that I pay for. Today May 17 the internet has been down for 24 hours. They usually just turn it off during the day but this time its gone too far. This has occurred numerous times. No serious attempt at remedying the problem has been made by Astound. I am requesting a billing adjustment and that they modify or discontinue their advertising to make sure they do not mislead others into thinking they will get reliable and consistent internet service.

      Business Response

      Date: 06/07/2024

      I sent an email and left voicemails in hopes of speaking with the customer 

    • Initial Complaint

      Date:05/17/2024

      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.
      The company has been billing me from inception to date for $5 for rental fees for their equipment when in fact, U have my own equipment. the said they can only credit for only 6 months but the need to credit me for the entire 2 years I have had their service.

      Business Response

      Date: 05/24/2024

      A credit of 120 was issued to the account 

      Customer Answer

      Date: 05/24/2024



      Complaint: ********



      I am rejecting this response because:

      This company new very well that I purchased my own equipment.  I call them in 2022 to notify them I was purchasing my own equipment because their equipment was not working properly causing me extensive loss of time and business.  They helped install the new equipment.  In 2023, they placed the equipment charge back on my bill as a way to steal money from me.  They owe a years worth of equipment fees back to me because of unfair billing practices.  I will take this up with Illinois Commerce Commission and file a class action lawsuit if they do not refund my money.







      Regards,


      ****** ***** 

      Business Response

      Date: 06/07/2024

      A credit was issued on 5/24 for 120 (24 x $5) on top credits she received when she called in regarding this issue. The customer had a bill due for 233.23 due on 6/0724. The customer made a payment on 5/19 of 98.09. The customer currently has a credit remaining of 10.57. That equals $145.71 in credits applied to her account this month 

    • 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 

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

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