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

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.

Initial Complaint
Date:01/26/2024
Type:Customer Service 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 returned all of my equipment in one box through ****** and the box was received but they claim that 1 eero was not returned. I went to the ***** to see if anything happened to the box on security footage, but they say it just shows the box being taped and then shipped. I contacted eero and they said the eero is not being used by anyone. I dont know what else to do, I returned everything together. I am not going to pay over $200 for something I returned.
Business Response
Date: 02/08/2024
We were able to resolve the equipment issue with the customer
Customer Answer
Date: 02/08/2024
[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:01/25/2024
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.
Dear BBB,

I am writing to bring to your attention an issue I have been experiencing with Astound and RCN regarding my ACP benefit and Lifeline Program benefit. Recently, I received a letter from Astound stating that I had moved my ACP benefit away from them. Despite my attempts to contact them, I was never provided with a reason. I had to reapply with LifeLine and submit the application again to regain my ACP benefit. However, Astound has refused to honor or apply my Lifeline Program benefit of $9.25 per month to my account, stating that since I am receiving the ACP benefit of $30 per month, I do not qualify to have my phone service benefit applied. I have questioned this decision multiple times, but they have not applied the discount.

Furthermore, due to the issue above, I decided to leave RCN for Xfinity by Comcast, as they did not alter or lie about the federal program to force customers to rent their equipment to qualify. However, both Astound and RCN have continued to deny that this was the case. I have been met with shady, uninformed customer service and multiple data outages.

I believe it is unacceptable that companies engage in these deceptive practices, preying on underserved, economically challenged customers. I request that this issue be addressed and resolved as soon as possible.

Sincerely,

****** ********
Business Response
Date: 02/05/2024
I have called the customer and left messages and emailed the customer I have not received a response
Initial Complaint
Date:01/25/2024
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.
I discontinued service with Astound on 17 October 2023 after being a customer since September 2020. I prepared to turn in the equipment personally to the local office (an Eero 6 Pro router and a small black modem issued from the company). When the technician came to end my service, he stated that he could take my equipment to turn in for me. I hesitated and called Astound Customer Service to confirm this was possible without penalty. The representative I reached confirmed that I could indeed give the equipment to the technician without any financial penalty. I then confirmed with the representative that I then would do just that. After this call, I placed the two pieces of equipment into a plastic bag for the technician. Subsequent to the account being closed and the equipment turned over to the technician, I received emails and hard copy statements indicating that I had not turned in my equipment. I have had numerous conversations with them to resolve this issue.

In the conversation with Astound again today, I am now being told that the equipment I am being held for is a wifi extender which allegedly was install on 18 Jun 2022 according to the representative I spoke with today. I explained that I never received an extender with the exception of when my account was first opened. That extender did not enhance service in my apartment and was turned in personally to the local office sometime in the fall of 2020. Since that time, the only pieces of equipment issued from them to me was a modem and router. Over the course of my service, several technicians had come to troubleshoot issues and changed out the router and the modem.

While they assert it was installed, I would not have agreed given the prior experience early on with my service with the initial extender. I cannot turn in something that did not come into my possession. Further, they would not consider any possibility of error of misattributing the equipment to my account. Not sure of next steps.
Business Response
Date: 02/05/2024
I have called and left messages and sent an email. I have not received a response yet
Initial Complaint
Date:01/23/2024
Type:Order 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.
Hello, I am referring to my account: ***************. This is in reference to an issue, confirmation number: *******.

I was promised a $100 virtual visa gift card for 90 days of services and on-time business.

When my ninety days was nearly concluded and I called for clarification on the gift card, two different people gave me two different answers. One said I wouldn't because an automatic payment failed, but I paid on time manually. I was not under the impression this would be an issue so long as I paid on time. Another person said that wouldn't matter because it would be ninety days of services without interruption. I fulfilled ALL requirements.

Ninety days of good service and on time payment have passed. I called twice to follow up about this gift card and one person said two weeks, and another told me they escalated it, hence the confirmation number. Now, I am told after th 14th when my ninety days ended, they stalled processing my gift card because they told me I didn't pay on time but are trying to make the exception????????????????????????????

I am entitled to that gift card. If it is not delivered ot me by the end of the 14 days, which is Sunday, I will cancel service and report this fraud to FTC.

It isn't my fault. I did everything I was supposed to. I WANT MY MONEY. the 100 dollar virtual visa gift card.
Business Response
Date: 02/01/2024
I have called the customer on 1/29 and 1/31 and left voicemails. I sent an email on 1/31 letting her know I have not been able to get ahold of her by phone to please call me back. I have not gotten a response from the customer
Business Response
Date: 02/15/2024
I have left messages with my direct line and have sent and email with my number. I have not been able to get in touch with the customer to help resolve the issue
Customer Answer
Date: 02/20/2024

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. The issue has been resolved as I have received the promised incentive just shortly after I made the BBB complaint. So everything has been fulfilled and it’s OK and I’m satisfied with the outcome.

Regards,

***** ****
Initial Complaint
Date:01/22/2024
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.
Hello: I want to complain against my internet and cable provider (Astound, formerly RCN). My residential bill for internet and cable -although I did not change any of my options or requested any additional services- went up from an already high price of $243.50 a month in August 2023 to $266 a month in September 2023 (first increase) and then up again to $326 a month in November 2023 (second increase in 3 months). Isn't there any law protecting consumers against these repeated, unjustified, and unfair increases? My bill went up by $82 per month or ****% increase in just 3 months. I wish my income would increase by a third every 3 months, or even every year. It of course does not. Why do internet providers think they can increase their charges so much and so frequently? Again, the service provider is Astound Broadband by RCN. My account number is ***************. My name and address are: ****************************** *****************************************************************************. Looking forward to hearing from you. Thank you and best regards, *****************************.
Business Response
Date: 01/29/2024
I spoke with the customer and explained that his promotion had expired. I told him I could add new promotion to lower his bill. He said he did not want new promotions that he was going to report us and hung up.
Customer Answer
Date: 01/29/2024

Complaint: 21183318

I am rejecting this response because:
I do not recall being offered any new promotions. ******* used the expiration of past promotions to justify an increase that is excessive by any standard. No one I know pays in excess of $300/month for cable and internet. Verizons offer is half that amount. The bottom line is that both the increase and what Astound charges me are unfair and excessive. I did say that and that I was reporting Astound to several relevant organizations. And I did hang up after saying good bye That part is true.
Regards,
*****************************
Business Response
Date: 02/07/2024
I have tried multiple times to call the customer to add promotions that would bring the the monthly total down to about what he was paying previously. I have sent emails asking him to call me. He can also schedule a time I could call him to discuss his billing. He can also call into customer service 24/7 and ask for new promotion.
Initial Complaint
Date:01/21/2024
Type:Service or Repair 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.
**** has jump from ***** for 8 months to ***** for 2 months and now has jumped to ****** for the Last 2 months
Business Response
Date: 01/31/2024
Received email from the customer stating he spoke with an agent and was explained his promotion expired. I emailed him back to contact me and I would be happy to add new promotions to lower his bill
Customer Answer
Date: 02/01/2024
[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. Also it would be nice for the agents are trained properly before dealing with customers .the lady I spoke with ************; was very knowledgeable and kinda hearted and understanding.some of their employees should be trained how to do their job from this lady they'd get alot farther in the company

Regards,

*************************
Initial Complaint
Date:01/19/2024
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.
Our internet alone is $142 a month and the service is terrible. I work from home and constantly have no internet. Over 12 hours again without internet. I'm about to get fired because the internet is constantly down during my work day. We've had the modem from Astound and tried 2 of our own to remedy the problem. When we called in there was only a recording and nobody to speak to so we had to set up a service call. Also if they don't find a problem on their end it will cost us $80 for the service call. I think it's absurd for over a month I've only had internet about 50% of the time and still pay $142 a month. We're looking to switch providers because it seems service is lacking in all areas Astound is in around the country. Reliable internet is a necessity in today's world.
Business Response
Date: 01/23/2024
tech came out and was able to resolve service issues.
Initial Complaint
Date:01/16/2024
Type:Service or Repair 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 owned and lived in a condo which had a blanket contract for cable TV and internet with RCN/Astound. I sold the condo in December (closed 1.4.2024) and went online on the 28th of December to disconnect my service. Last year RCN upgraded the router and Tivo boxes in the entire building and I was under the impression that the equipment stayed with the units (blanket contract). When I disconnected the service I mentioned this, and the man said I was all set. Then I get an email bill for the equipment, then a paper bill. I have gone online 5 times now trying to get this settled. I reached out to the condo management and the RCN Project Manager for the building with no response. I called the door man and asked if I could get up to the unit to retrieve the equipment and they said absolutely not. Again during my disconnect I was not told this. I have no way of going back and getting the equipment now. I do not know what to do, and all these people can offer is to tell me that the equipment is marked as not returned.
Business Response
Date: 01/26/2024
This issue has been resolved. Customer does not owe anything for equipment and has a zero balance on the account
Customer Answer
Date: 01/27/2024
[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:

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:01/11/2024
Type:Billing 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.
RCN/Astound has more than double billed me for the month fee for internet service. What I ordered is 300 Mbps Internet Service Promo Term: 12 months, and Package Subtotal is $25, with $5 Autopay & E-Bill Credit for 12 months, the monthly total will be $20(there is not any Surcharges, Taxes & Fees in order confirm). But they charged me $45. Attached statement.

Account number is ***************
Business Response
Date: 01/16/2024
Explained when he changed from our modem to his own modem his package changed. I did go back and re-add promotions he had when he first signed up. Customer is happy the issue has been resolved
Customer Answer
Date: 01/16/2024
[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:01/07/2024
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.
ABOUT A YEAR AGO I WAS SEARCHING FOR A NEW CABLE/INTERNET PROVIDER AND DECIDED TO CALL RCN/ASTOUND. I SPOKE TO A YOUNG WOMAN WHO SEEMED PROFESSIONAL AND FRIENDLY AND I EXPLAINED THE SERVICES THAT I WAS LOOKING FOR AND SHE PROCEEDED TO EXPLAIN THE PLANS THEY HAD WHICH WERE QUITE PROHIBITIVE TO SAY THE LEAST. I THEN ASKED HER IF SHE COULD BUILD A PLAN TO MY SPECS WHICH WOULD BE INCLUSIVE OF THE *** INTERNET CREDIT AS WELL AS THE FEDERAL/STATE LIFELINE ALLOWANCES. THIS IS WHERE THE "FRAUDULENT" TRAIN FELL RIGHT OFF THE TRACKS. SHE EXPLAINED THAT THEY DO ALLOW FOR THE ***/LIFELINE CREDITS BUT CERTAINLY NOT WHAT THE GOVERNMENT ALLOWS. WHEN I EXPLAINED THAT THESE WERE GOVERNMENT CREDITS NOT TO BE FOOLED AROUND WITH AND I EXPRESSLY DISPLAYED MY ABSOLUTE DISGUST AND I HUNG UP THE ****** ABOUT A MONTH LATER, THIS SAME WOMAN WAS ****** ME ASKING IF I CHANGED MY MIND TO WHCH I ANSWERED WITH A VERY DEFIANT "NO" AND HUNG UP. THEN THE CALLS CONTNUED TO THE POINT WHERE I WAS FORCED TO BLOCK MY NUMBER. THEN THE *****S ARRIVED AT EVERY APARTMENT DOOR AND ALL OVER THE BUILDING EACH AND EVERY M0NTH. I THEN TOOK IT UPON MYSELF TO TAKE SAID ***** WITH NOTICE OF "CEASE AND DESIST" ORDER TO DISCONTINUE THE *****S AND MESSING US OUR BUILDING WITH THEIR SALES TACTICS AND HAD FAXED IT TO THEIR CORPORATE HEADQUARTERS. FURTHERMORE, THERE IS A CLEAR AND CONSISE SIGN PROHIBITING "SOLICITATION OF ANY NATURE" IN THE LOBBY/VESTIBULE. ABOUT 2 MONTHS LATER, I RECEIVED A CALL FROM THE SAME WOMAN I SPOKE TO AT RCN AND THE SAME DAY I RECEIVED 2 CALLS FROM GRANDE COMMUNICATIONS, WHICH IS AN AFFILIATE OF RCN/ASTOUND REGARDING THE ***** THAT WAS FAXED. AT THIS POINT, I EXPRESSED THATTHIS IS BORDERING ON HARASSMENT AND SHOULD IT CONTINUE, I WILL BE FILING A FORMAL COMPLAINT WITH THE *** OFFICE OF THE ATTORNEY GENERAL AS WELL AS FILING A FORMAL COMPLAINT WITH THE "DO NOT CALL REGISTRY".
Business Response
Date: 01/16/2024
Customer is on do not call / do not mail listing it can take up to 8 weeks to get removed from all call and mail listings from the day it was requested

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