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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

    • 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:01/19/2024

      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.
      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:
      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 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:
      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.
      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:
      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.
      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 

    • Initial Complaint

      Date:01/04/2024

      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.
      On my 11/06/23 statement, I was charged a total of $67.99 for the following one-time charges:
      11/03 Payment Declined $42.99
      11/04 Auto Pay Denial Residential $25.00

      On my 12/07/23 statement, I was charged a total of $94.99 for the following one-time charges:
      12/04 Payment Declined $67.99
      12/05 Auto Pay Denial Residential $25.00

      Grand Total of $162.98

      When I contacted RCN on 11/10, I was told that the only credit that could be given was for the Data Late Fee. My debit card had to be reissued due to fraud back on November 9, 2023. I explained this to the representative on the phone. I also updated my new card information on the same date that the autopay was coming out since that is when I received the new replacement card from my Bank, however, the autopay did not go through so I made a manual payment of $42.99 on the same day. I do not understand why RCN would have charged me again on 12/04 and 12/05 for the exact same one-time charges if I had already updated my card in their system the previous month. I was told by the representative on the phone that my payment information has been updated and that I should not be charged on the following statement. This is absolutely ridiculous and these are deceptive business practices. This is not the first time that this has occurred with my account at RCN. I demand that I receive credit for the entire amount of these charges (162.98).

      Business Response

      Date: 01/10/2024

      Explained the billing to the customer. She now understands the charges on the statement is happy with the outcome 

      Business Response

      Date: 01/10/2024

      Waived 2 autopay denial fees as a curtesy totaling $50. Reinstated autopay discount. No bill is due in February. On March bill there will be a credit of 13.81 that will be applied to that bill.

      Customer Answer

      Date: 01/10/2024

      [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:01/03/2024

      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.
      I was moving and cancel service with RCN and they send me a letter that says if I do a referral I 'be credited with $75. I provided a customer that been with the company for 6 months already, but never received a credit due. I called them 4/5 times and every time it was a different excuse.

      Business Response

      Date: 01/10/2024

      Went over the refer a friend policy with the customer and applied it to the customers account 

      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:12/28/2023

      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.
      We received an extra charge for several hundred dollars for equipment. I called at least twice a week to resolve the charge for 2 months. They said it was for old equipment 3-4 years ago that came up on inventory when they moved warehouses. It was almost 4 years after I returned equipment for ending my cable service. They keep telling me someone will call me back. No one does. I never received ANY information about the equipment ( it's missing, didn't get it, not anying for years) , no email, no notice, no call, nothing. You cannot bill people for something you lost 4 years later in your warehouse. They want me to prove I returned it but why would I save a slip of paper 4 years later? They can't produce any paperwork, information, etc. saying they didn't receive it. I've been paying my Internet bill but they terminated my service. This is extortion and unfair business practices. You can't just charge hundreds of dollars years later, will no notice or any paperwork, and hold me hostage for that money.

      Business Response

      Date: 01/04/2024

      Spoke with customer and concern was addressed. Customer is satisfied with resolution. 

    • Initial Complaint

      Date:12/26/2023

      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.
      RCN/Astound has double billed me for the month of December. They issued my statement, and collected autopay on Dec 24th 2023. My normal bill is 117.19, but I was billed 244.38 which included a $10 late fee.

      I contacted chat support, was told 'it was adjusted, and I won't owe anything next month' which is not an acceptable response, they didn't ask what I wanted, just decided. I am not a bank, I don't loan money to business, I buy services.

      I called them, told them I wanted my money refunded, and they stated "They are working on a resolution, but they have no ETA to when the bill will be refunded."

      This is unacceptable, I don't care what caused the issue, they have another month to figure it out. I want my 117.19 + 10 late fee refunded immediately. I find this practice totally in-line with Internet Service Providers, who will raise your rates without notice, and without reason, as well as pass along their cost of business to their customers.

      Business Response

      Date: 01/03/2024

      Spoke to Mr. ******** and he said the issue was resolved. Asked if there was anything else I could help him with and he stated no.

      Customer Answer

      Date: 01/03/2024

      [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:12/20/2023

      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 April 2022, I purchased a 300 Mbps internet service from Astound for $30/month. And I signed up for an auto-pay to get a $5 discount on my bill. I was supposed to pay only $25/month. However, they have been charging me extra money with varying bill amounts for 20 months. They have switched my bills between $37.56,$40.36,$53.36, and $58.36 without my knowledge. Together they charged me an estimated $350 more than my bill was supposed to be. This is a deliberate price gauging. I have all my bills but I couldn't attach them here. I will provide it upon request.Thank You!

      Business Response

      Date: 12/28/2023

      Spoke with **************** and went over his billing, explained taxes and fees were not included in ***** and his promotions expired after a year. Added a new promotion for the next 12 months. Customer is happy with outcome.

    • Initial Complaint

      Date:12/19/2023

      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.
      This company has some for sure malpractice when it comes to fees and billing. I had a balance of ****** and my service was cut off. This is fair. I pay ****** and my services are restore. Exactly one day after I get my service restored. They send me a bill statement for 324$ . I know I'm pretty good with numbers. 191 - 133 should leave me with a 60$ balance on my account. Here are the numbers Billing statements ----------------------------December 19, 2023 (PDF) $324.46 November 18, 2023 (PDF). $285.46 October 19, 2023 (PDF). $245.46 September 19, 2023 (PDF). $154.41 August 19, 2023 (PDF). $63.36 July 18, 2023 (PDF) $79.42 My payments 12/18/2023 $****** 11/18/2023. $92.05 10/19/2023 $92.05 8/11/2023 $80.42 September I didn't pay. All the other months the bill and the late fee was paid.How does it escalate to 300+ dollars when you are giving them money every month and you are only 1 month behind.I call to figure it out twice, two different employees gave me 2 different answers On person says "we charged you 2 restore fees and two late fees on one bill"Another says your balance has been adding up since July.

      Business Response

      Date: 12/27/2023

      Spoke with ************** and explained that the bill that generated on 12/19 did not reflect the payment he made because his payment had not posted to the account yet. He now understands his billing and is happy with the outcome.

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

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