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

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.

Initial Complaint
Date:02/20/2024
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.
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 $25, I obviously can not afford my normal internet amount and so I asked for another supervisor and a received a ****** ??supervisor?? who was condescending and rude. ****** stated he could not pull calls or even get in touch with the previous representative while over speaking me at every chance he got. ** read notes off over me while I was still asking him to just speak with the previous rep. ** used yup and **** and even when I thanked him for his call he decided to say ya thanks. The most unprofessional supervisor I have ever encountered how can I trust calling in if nothing can be verified? Saving ***** was a wonderful supervisor I received when I called back ******. The whole call center needs to be thrown away they speak over you and defend the previous representative for Junk fees that add up to more than your regular bill. 40 dollars to reinstate with 39 seconds and then 10 for internet reconnection. Sad that this company wants to make money off the poor while providing low cost services to the wealthy.
Business Response
Date: 03/01/2024
I have left a message with my direct number to help resolve the issue
Initial Complaint
Date:02/19/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have been being charged for devices that I do not have for almost 12 months. I was charged 15$ 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:
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.
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:
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.
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,

****** *******
Initial Complaint
Date:02/17/2024
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.
There is an Astound cable down in the roadway by our business property. I have been trying for the past 4 days to get someone out here to reattach this line to the pole so it is no longer a traffic hazard and so we can continue business here. The Fire Dept warned me not to touch this cable or I would have at least pulled it out of the way. I have talked to 6 people at Astound "customer service" who said they would escalate dispatch for repair, which supposedly means same day response time. This situation is a traffic hazard and is disrupting several businesses. Completely unacceptable!
Business Response
Date: 02/27/2024
I have been unable to reach the customer I have left voicemails with my direct number.
Customer Answer
Date: 02/29/2024

Better Business Bureau:

The issue with Astound Broadband and their hanging cable has been resolved as of February 19, 2024. Once I got past the "call center" people and got to a supervisor, the matter was resolved promptly.

Regards,

****** *****
Initial Complaint
Date:02/16/2024
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.
My astound internet has being going out quiet frequently over the passed few weeks. The worst of all was on February 6 where the service was down for 12 hours. Also I know the service was down again the Tuesday prior to that because I work from home on Tuesdays and experienced an outage on 1/30/2024 as well. The biggest issue was that I work from home and my job is quota based, and when the service is down for 12 hours it really wreaked havoc on my performance. I do not want a freaking $2.00 credit for each day the service was down; Astound needs to do better for the inconvenience caused and I am not waiting on hold for 15 minutes for a call center representative.My ACC # is ***************
Business Response
Date: 02/26/2024
I reached out to the customer to resolve the complaint. I left a voicemail with my direct number. I look forward to a callback to resolve the complaint
Initial Complaint
Date:02/16/2024
Type:Sales and Advertising 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.
Subject: Complaint Regarding Billing Issues and Poor Customer Service by Astound Broadband

I am writing to file a formal complaint against Astound Broadband for failing to honor a promotional offer that was promised to me, resulting in higher than agreed-upon billing charges, and for the subsequent poor handling of my complaint regarding this issue.

On January 23, 2024, I contacted Astound Broadband to inquire about available promotions to lower my upcoming internet bill, which was scheduled to increase to $94.96. During this chat, a representative named Deshane confirmed that my bill could be reduced to $71.97 after taxes, fees, and surcharges for a period of 12 months. I agreed to this promotion, and Deshane assured me the change was processed and would reflect on my next billing statement.

However, on February 16, 2024, my bank account was drafted for $88.56, not reflecting the agreed-upon promotion. Seeking clarification, I contacted Astound Broadband again and was informed by a new agent, Kalia, that the previous agent had failed to apply the promotional change to my account. Kalia offered a different promotion at $76.96, which was not only higher than the original offer but also did not compensate for the billing discrepancy already incurred.

This experience has caused me frustration and disappointment, not only because of the financial discrepancy but also due to the lack of accountability and transparency in handling my case. The failure to apply the agreed-upon promotion, the lack of communication regarding this oversight, and the inability to offer a satisfactory resolution reflects poorly on Astound Broadband's commitment to customer service and integrity.

I am seeking the BBB's assistance in resolving this matter. I request that Astound Broadband honor the original promotional rate of $71.97 after all fees and taxes.
Business Response
Date: 02/26/2024
I did reach out to the customer to try and resolve the complaint. I left a voicemail with my direct number. I am looking forward to a call back to get the issue resolved
Business Response
Date: 03/12/2024
We did honor the quote of 71.97 and I left a message on the customers voicemail with my direct number to inform him of this.
Customer Answer
Date: 03/13/2024
[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:02/14/2024
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.
2 months ago Astound had to "drop" a new internet line above ground in my back yard. I have called 6 times to ask them to bury the cable line to no avail. No one returns my calls, no one reaches out to me about the line. I keep calling Astound and I keep going in circles with them.
Business Response
Date: 03/05/2024
I was working on getting construction to bury the line when customer disconnected their ********************. During the winter months lines are not buried.
Customer Answer
Date: 03/05/2024

Complaint: 21293968

I am rejecting this response because:

The weather has been excellent and favorable for burying lines for weeks and your company originally buried the first line during the winter months (November) when the temperature then was much colder and conditions were less favorable. I gave up trying to work with Astound and changed companies to provide internet services for my home.

Regards,

*********************************************
Business Response
Date: 03/15/2024
We are very sorry for your inconvenience. All the houses that are installed during the winter get assigned in order of there install when the winter permits.
Initial Complaint
Date:02/11/2024
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.
Company has a policy of not giving payment plans to accounts less than 6 months old. This policy is not written on any contract or form given to sign.
Business Response
Date: 02/19/2024
I spoke with the customer and explained that our policy is an account has to be active for 6 months before a promise to pay can be made on the account. Since the agent did tell the customer she could have a 5 day grace period I did honor that for the customer.
Customer Answer
Date: 02/19/2024
[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:02/07/2024
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.
Dear Astound Broadband,I hope this letter finds you. I am writing to express my deep dissatisfaction and frustration with the service I have received since subscribing to your ************** My experience thus far has been extremely unsatisfactory, and I believe it warrants your immediate attention.I recently signed up for your ************* and, unfortunately, have had functionality issues for two out of the three days since installation. Despite my attempts to resolve the problem, the service remains unreliable. To exacerbate matters, I took a day off from work after being assured by one of your technicians that they were on their way to my residence to address the issue.Regrettably, not only did the technician fail to arrive as promised, but it appears that the appointment was canceled without any notice to me. Consequently, I missed an entire day of work, incurring both financial loss and professional inconvenience due to misinformation from your representative.I find it deeply concerning that the company, in light of such a substantial inconvenience, is unwilling to provide any form of compensation. I believe it is both fair and reasonable to expect a level of reliability and accountability for the services I am paying for.I kindly request a thorough investigation into the root cause of the ongoing service disruptions, an explanation for the missed appointment, and an assurance that such incidents will not be repeated in the future. Additionally, I believe it is only fair for the company to compensate me for the financial and professional losses I have incurred due to these issues.I hope for a swift resolution to this matter, as my experience thus far has been far from the standard of service I expected from your company. Your prompt attention to this issue is appreciated.Thank you for your understanding and cooperation.Sincerely,***********************
Business Response
Date: 02/15/2024
I spoke to the customer regarding his complaint. Apologized for not notifying him that his work order was canceled due to an outage.

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