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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

    • 757 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:09/17/2025

      Type:Sales and Advertising 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.
      Stop the harassment. Everyday I get flyers from astound to sign up for service. That's not the worst of it. Three times in the last 5 months someone has come to my door ringing the doorbell around 12:30 or 1:00? There are several no soliciting signs around the property. I have told all three of them not to come here again. They keep coming. The next time someone comes. I'm calling the police and having them charged for solicitation because there's no soliciting signs all over the property. Due to this harassment. I'll never sign up for astound. Do you think harassing people will cause them to sign up for service?

      Business Response

      Date: 09/18/2025

      Reached out, spoke to to Mr. ****** regarding opting out of door sales and mailed flyers. No other concerns. Opt out submitted.

      Customer Answer

      Date: 09/24/2025

      [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:09/15/2025

      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.
      Constant intermittent internet connection issues for the past few months. Called on 9/15/25 to request a technician to come out & was told the earliest appointment available was 9/21/25. This is absolutely unacceptable since my only option for service in my development is Astound. I've had this horrible service at the same address for over 20 years, but it has gotten worse over the past 6 months and I have no options to switch to another provider. I also have a business at home and work from home so waiting a week for a service call for a customer who can only get ******************** is unacceptable.

      Business Response

      Date: 09/16/2025

      Spoke to the customer, was able to find a sooner appointment for the service issues. we also discussed reviewing options to review the rate for opportunities to lower, will be following up to see how appointment went and going over rate options.

    • Initial Complaint

      Date:09/15/2025

      Type:Customer Service 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 applied for Astound service twice, and both times they scheduled technician visits, only to later inform me that service was not available at my address.Despite this, Astound continues to send me promotional mailers and advertisements stating that their fiber service is available and encouraging me to sign up. I have also filed two availability challenges with the *** National Broadband Map, both of which Astound conceded confirming service is not available. However, Astound has only updated the *** map for one unit out of more than 50 in my townhome complex, leaving the majority of my neighborhood incorrectly marked as served.This is misleading and frustrating for residents, wastes our time with technician appointments for service that does not exist, and makes it harder for policymakers to see where broadband is truly lacking.

      Business Response

      Date: 09/16/2025

      Spoke to Mr. ********** regarding concerns with the address's serviceable status, advised I have a ticket submitted for us to update this on our end, as well as opted out the mailing for this address so they won't receive any further ad mailer as requested. He had no other questions or concerns. 

      Customer Answer

      Date: 09/17/2025

      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. If I do end up getting mailers in the future after say October I will be filling a new complaint if the service continue to be unavailable.

      Regards,

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

    • Initial Complaint

      Date:09/14/2025

      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.
      Complaint:I am requesting assistance regarding a billing dispute with Astound Broadband. I am being charged for over 20 unused days of internet service because the company does not prorate when canceling mid-billing ******** billing cycle ends on 8/23/2025, but I moved out on 8/30/2025. I contacted Astound and escalated to management, but I have not received a resolution. I am seeking a fair adjustmenteither prorated billing for unused days or aligning my disconnect date with my move date.Desired Outcome:A fair resolution through proration or date adjustment, and acknowledgment of this unfair billing practice.

      Business Response

      Date: 09/16/2025

      Reached out and spoke to the customer, educated on the data disconnect policy that states "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." Offered to send the link to our website where the customer can review this. He disagreed with the policy and did not want to given information to review. No other questions.

    • Initial Complaint

      Date:09/14/2025

      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.
      i told them i need an esim, im not putting wear and tear on my personal devices for this, im using a public device

      Business Response

      Date: 09/16/2025

      Reached out, completed switch to Esim, call ended. 

    • Initial Complaint

      Date:09/10/2025

      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.
      They are sending me a bill for $600 7 months after moving for equipment. Their instructions are vague, especially in a condo where internet is included for free. The building provided the internet therefore we assumed they send it back like RCN described. $600 for modems is exorbitant. They have not even sent me an itemized receipt.

      Business Response

      Date: 09/11/2025

      Spoke to the customer regarding unreturned equipment charge concern, went over the steps already taken and I will be sending this to our local market for assistance, following up with the customer by Monday for an update.

      Customer Answer

      Date: 09/22/2025


      Complaint: 23866388

      I am rejecting this response because:
      I still have not been reached out to for an update. I did however, hear back from the tenant of the units that took my place and he says that RCN astound came and took the old equipment back with them when they gave him a new unit. So it is with astound which is what I have been saying. 


      Regards,

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

      Business Response

      Date: 09/24/2025

      Spoke to the customer, confirmed equipment was removed from the account, this will generate a waiver for the unreturned equipment fees. Advised the customer will receive a new final bill to show this being cleared. No other concerns. 

    • Initial Complaint

      Date:09/09/2025

      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.
      Trying to cancel services and cannot because phone numbers all go an automated system saying this service is currently unavailable.

      Business Response

      Date: 09/11/2025

      Spoke to the customer, went over reason for cancellation, due to pricing, declined offer to stay. Went over final billing, customer had stated a mailed payment was sent to take care of final balance. Educated equip return, sent shipping label.

    • Initial Complaint

      Date:09/04/2025

      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.
      The business was paid and at no time was I in debt to them . The company has failed to take what the simple internet service that was being provide by astound broadband and manage the account properly they were asked to resolve the issue and . I made ever effort to work with them and as those the information that can be provided to assist this claim my complaints weren’t made with out there full knowledge to the company . My payment were submitted in receipt to the company there was was a flat rate that only ever changed from a prior account that I asked to disconnect because cause of some same issues . With no chose to other internet providers went back to the account this change nothing about their service and how they manage. The amounts were never late and was paid with a slight discretion of a month and that’s a given base on there issue of make making account management. My account has been none rectified and have a dept reflecting the collection agency not of True to any debt. I will provide documentation and records of what transpired and of the amount not true. 145.00 is not to any one .

      Business Response

      Date: 09/09/2025

      Spoke to the customer, went over the billing and advised of a pending credit of 84.00. Once posted, this will process as a refund. 

      Customer Answer

      Date: 09/19/2025



      Complaint: ********



      I am rejecting this response because: I’m attempting to request the credit be provided in the form that it would be able to be received they are as well as Bbb is aware that I no longer have services under Rcn by my request rcn has mismanaged the account on various of occasions. This is the second time they handled that account in a way. An amount was already fixed had no way of being fluctuated because it’s an Internet service. Nothing had changed always newly provided at any time.

      Nothing new was provided from their service and it baffled me as to how they even came up with a fluctuated rate and disruption my account where they already knew with the problem occurred and kept applying $100 debt and kept leaving off that bit of information of a debt or amount not agreed to ever month and different from what was due at any time told to me . Rcn handle this account which is with no unprofessionalism was misleading after wards I discontinued my services provided it to an credit bureau earlier than it was or not, even when it was due to be placed with a credit bureau debt collector
      and seem very untrustworthy. I’m also asking for a letter of apology because it was sent to a bill credit bureau for which it was never in a written underwrite off for a debt my account was never whatsoever
      During any time not concurrent of 60 days two billing cycles what is stated to be 30 to 60 to 90 days. Of not being paid.bill not paid during the time of having services concurrently or over a period of time that would put me in a default. I even paid my bill when .I did not have paid my bill with services I asked to be disconnected to show good faith so they can correct their issue, and they still did not do that and I had to come to a third-party their supervisor and then again bbb in order for them to see what negligence and stress was placed upon me for their mismanaging. 








      Regards,



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

      Business Response

      Date: 09/23/2025

      Reached out to the customer to go over billing and pending credit, no answer, left voicemail of how this will be refunded and provided dept contact.

      Customer Answer

      Date: 09/23/2025

      [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:09/04/2025

      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.
      In June of 2024 I cancelled my internet service with Astound. Since I was renting the router I needed to send the router back to avoid charge. I processed the return and sent via ***** label they provided on 6/17/24.I began getting emails from Astound saying I needed to return the equipment to avoid charge, to which I contacted them and provided the necessary tracking information proving I sent the equipment back. This should be annotated through the call/claim I filed with them. I did not get a response back which I presumed meant they found the equipment. Now in September of ********************************************************************************************************************* processing. I am refusing to pay on the fraudulent charge and this is impacting accurate financial reporting.

      Business Response

      Date: 09/08/2025

      Reached out to the customer regarding the unreturned charges and equipment information this related to. No answer, left voicemail and provided my **** contact.

    • Initial Complaint

      Date:09/01/2025

      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.
      I changed my service on July 3 and had an incredibly difficult problem with them getting my number ported out to a new carrier. They didnot cooperate and were very difficult to contact and to get them to actually do what we requested them to do which is to release the number it took about a week or two instead of a day furthermore than billing me for services that Im not getting anymore they refuse to me as a customer. Its very difficult to contact them and I asked them to stop billing me and they continue to bill me and Imno longer a customer

      Business Response

      Date: 09/05/2025

      Reached out to the customer regarding mobile port out concerns and billing. No answer, left voicemail and provided **** contact.

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

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