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

731 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.

Initial Complaint
Date:05/22/2025
Type:Service or Repair 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 own a landscape bussines and I have a contract with Astound broadband with phone service this is the number I used for my business is been 5 days and the problem has not resolved I have lost alot of money bc they are not doing their job and the the services is pay for
Business Response
Date: 05/29/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:05/20/2025
Type:Service or Repair 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've been installed for about a month, and tonight was the 6th internet outage I've had....6 outages in less than a month!!! I switched from ******* because I had RCN internet growing up, and it was good back then. The internet they provide now isnt even fast enough to stream a ******** game on my TV. The video and audio is constantly buffering. Astound/RCN has REALLY gone downhill since the mid 90s. Now, Astound internet is worst than *** dial up. Really frustrating when you send a document you worked 4 hours on, and another outage happens and you lose all the work you tried to send via internet. And I'm not some inexperienced user, I do have a degree in Network Security. So when I say Astound internet is the worst I've ever had, that comes from a large pool of ISPs and the experiences I've had with them.
Business Response
Date: 05/27/2025
I spoke to the customer regarding his ******************** issues. I offered to send out a supervisor tech to look at the issue but the customer declined. The customer states that his issue is because we aren't giving him a higher upload speed. Unable to upgrade him due to the account being under the internet first plan.
Customer Answer
Date: 05/30/2025

Complaint: 23357172

I am rejecting this response because:
First, I didn't say no to a supervisor tech coming out, I simply said that would not work based on what the original tech said. Feel free to send one out, but the tech said everything looked normal and the bandwidth Astound offers is the problem. Also, please point out the law that says you cannot upgrade me based on the plan I am on right now. I'm eager to read said law(s).

Regards,

***** ******
Business Response
Date: 06/05/2025
Called the customer, no response, left a voicemail. Advised in Voicemail if the customer would like to choose a higher speed then the one the Internet First plan provides, we can certainly review the packages available, this will mean the customer would move out of the ********************** First plan and into a normal customer promotion. Provided my departments contact.
Initial Complaint
Date:05/19/2025
Type:Product 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.
Today (05-19-25) I terminated my service with Astound ISP. My billing cycle ends on the 3rd of each month. I was told that due to a change in their TOS last year, Astound no longer offers a rebate for used service upon termination which means that I will be continuing to pay Astound until the 3rd of June for service that I no longer have. Granted my service is $65.50 and a rebate would be approximately $32.75 but I still find this very unfair. Additionally, I am a senior living solely on Social Security and $32.75 is a sizable amount for me.
Business Response
Date: 05/27/2025
I tried contacting the customer at the number provided in the ticket but the call went to voicemail. I left a voicemail with my department's contact information. Per Customer Terms and Conditions, customers that subscribe to ************************* and decide to disconnect the services, would owe until the end of the current billing cycle without proration.
Initial Complaint
Date:05/15/2025
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.
I attempted to hook up internet service at my residence on April 1st 2025. It would not connect so I called astound and they said they needed to send somebody out. This was to fix a problem so why could it get internet. That day? I checked my mail and the bill was $16.93 higher than what I was quoted on the phone. So I called them back and told them just cancel everything. Don't send anybody out and cancel my service. I am still getting bills from them for $16.93. first of all I was lied to and told the bill would only be $20. Then it was $30 and now it's $46.93 and you only credited the $30, not the 1693 for service that I never had.
Business Response
Date: 05/21/2025
I spoke to the customer regarding the issue with the bill. I applied compensation due to customer cancelling ******************** within 30 days.
Initial Complaint
Date:05/10/2025
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.
I recently switched to a new internet provider and canceled my service with Astound on May 10, 2025. I was informed today, on the cancellation date, that I would be required to pay for the full month of May, even though I only used the service for 10 days. I was not made aware of this policy until today. I would like to request a bill adjustment to reflect only the 10 days of service I used, rather than being charged for the entire month.
Business Response
Date: 05/15/2025
I tried contacting the customer through the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 05/28/2025

Complaint: 23313383

I am rejecting this response because: There was no resolution at all, other than a message stating they called. I am requesting a refund for the portion of the service that I did not use. Here is the ***** tracking number (************), which shows that they received the returned device on 5/15/2025. WHEN CAN I GET MY MONEY BACK!!!

Regards,

****** ***
Business Response
Date: 06/04/2025
Called the customer to go over data disconnect policy for final billing. No answer, left voicemail advising this was a policy put in place as of April 2024, with notices sent out in March of 2024. The customer was also provided this information over chat on 05/10/2025 with links to our terms and conditions on our website provided.
Provided my departments contact information.
Initial Complaint
Date:05/09/2025
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.
Disconnection fees charged are higher than the cost of services that are being provided to me. I have attempted several times to make a payment arrangement in order to prevent services being interrupted but have been denied. I was advised that option is not available during the first six months of service. Now that the six months are over, I tried to make a payment arrangement by scheduling a payment for 5/22/25 again today and was denied because payment is due in 3 days. I advised the *** that I am trying to schedule a payment to avoid having my services interrupted and avoid being charged a disconnection fee yet again. I was instructed to call the day of the services being interrupted to set up a payment arrangement which will then incur another fee. As a customer/consumer I have made attempts at avoiding reconnection fee's that have all been denied and in turn have been hit with fee after fee after fee. There has been an unwillingness by the company to assist me as a customer avoid having to pay fee's in an effort for the company to collect more money. I was also charged a "Redeposit fee" on a returned check that was not re-deposited for payment. The check was processed a few hours prior to my direct deposit hitting my account the same day of the payment. Once I saw the payment did not clear, I paid via debit card. The option to pay by check was also unjustly removed from my account.
Business Response
Date: 05/15/2025
I tried contacting the customer at the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:05/09/2025
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.
I am writing to formally express my deep dissatisfaction with Astound Broadband regarding a deceptive and unacceptable billing practice.I was signed up for a $20/month internet plan, as clearly advertised and agreed upon at the time of enrollment. However, my final bill was $50more than double the agreed-upon rate. Upon closer inspection, I discovered that:$20 of this amount is listed under taxes with no breakdown provided, and A separate, unexplained $16.95 charge is labeled as an 'Internet Infrastructure Fee'a made-up, non-governmental surcharge that was never disclosed or mentioned during the signup process.This is not only misleading and unethical, it borders on fraudulent ************** make matters worse, Astounds customer service is among the worst I have encountered:Agents repeatedly refuse to acknowledge direct questions,Show no empathy, and Disconnect chats abruptly without resolving issues.This experience has shown a total lack of professionalism, transparency, and accountability. Astound Broadbands conduct is unfair, deceptive, and exploitativeespecially for customers looking for reliable, affordable service.I am demanding a full investigation into these billing practices and urge others to avoid Astound Broadband at all costs.
Business Response
Date: 05/15/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:05/09/2025
Type:Product 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.
On 4/18/25 i contacted Astound to cancel my internet services. During the chat I was told I wouldn't receive a prorated refund for the unused portion of the current billing cycle. However I was not informed that the company would continue to bill me for an additional full billing cycle after my cancellation date. Despite canceling services on 4/18 I was still charged on 5/9 for a full billing cycle even though I am no longer receiving or using the services. This is an unfair and deceptive billing practice, as I was never told i would be responsible for another month of charges beyond my cancellation. I am seeking a full refund of the 5/9 charges and confirmation my service was terminated.
Business Response
Date: 05/15/2025
I spoke to the customer regarding the complaint. Per Customer Terms and Conditions, Customers with ******************** only accounts, that decide to disconnect services, are charged until the end of the current billing cycle without proration.
Initial Complaint
Date:05/08/2025
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.
I sign agreement for internet service for ***** a month. I have been charged 3 time amount monthly.
Business Response
Date: 05/15/2025
I tried contacting the customer at the number on the ticket but the operator stated the phone was unavailable at this time and to try again later. I was unable to leave a voicemail.
Initial Complaint
Date:05/06/2025
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.
Astound increase my rate by 25% from $60.86 to $76.16 per month. I called and cancelled my phone service with Astound starting with the month of May. I was told that my bill would drop to $45.30 per month. I received my bill for May and it is $70.56. I called to dispute the May bill as incorrect and the representative and her supervisor told me there was nothing they could do to adjust my bill.
Business Response
Date: 05/12/2025
I tried contacting the number on the ticket but there was just a busy signal. Could not leave a voicemail.
Customer Answer
Date: 05/14/2025

Complaint: 23293971

I am rejecting this response because my phone was disconnected by Astound and the number that they have on file is no longer available. I can be reached at ************

Regards,

******* ********
Business Response
Date: 05/21/2025
I tried contacting the customer with the updated phone number but the call went to voicemail. I left a voicemail with my department's contact information and applied compensation to the account as a one time courtesy.
Customer Answer
Date: 05/22/2025

Complaint: 23293971

I am rejecting this response because the compensation is not adequate. Account was only credited $20 against a bill error of $70. For all my aggravation, I request Astound provide me with 3 months of free service at a minimum. I spent over 3 hours on the multiple phone calls trying to resolve the billing issue with customer service. Rather than resolve my billing issue, they tried to sell me mobile phone service. On two occasions, I was promised that a supervisor/manager would call me back within 24 hours, but never received a phone call. Astound customer service is terrible and I request adequate compensation for billing errors and all the time I wasted trying to resolve the issue directly with Astound.

Regards,

******* ********
Business Response
Date: 05/27/2025
I spoke to the customer regarding his issue with the bill. I explained how the bill prorated due to the removal of the phone and modem service. I provided compensation to bring his service to a $0 balance. I also am providing additional credit to the account for the time he spent speaking to customer service.
Customer Answer
Date: 05/31/2025

Complaint: 23293971

I am rejecting this response because: Compensation for my aggravation and time I wasted resolving this billing issue is insufficient. I spent over 5 hours getting my bill corrected and only after I filed a complaint with the BBB and PUC. Compensation was only $20. Not sufficient for my time and aggravation.

Regards,

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

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