Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Astound Broadband powered by RCN

  650 College Rd E Ste 3100 Princeton, NJ 08540-6629

• 

  Astound Broadband by RCN

  28 West 23rd Street 11th Floor New York, NY 10010

• 

  RCN

  7921 Woodruff Ct Springfield, VA 22151-2129

• 

  Astound Broadband

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  RCN

  1130 Connecticut Ave NW Ste 400 Washington, DC 20036-3990

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:08/25/2023

  Type:Order 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 signed up for new home internet service. Astound offered a $200 gift card incentive with sign up. The incentive was due after June 5, 2023. Astound did not send the incentive. I followed up with Astound by July 5, 2023. The agent promised to send the incentive again by mail. As of August 25, 2023, I have not received the $200 incentive. I have called Astound about this issue four times. Each time someone promised to address the issue, but I have still not received the $200 incentive, which was due nearly 3 months ago.

  Business Response

  Date: 08/28/2023

  Incentive gift cards are sent through ***** once a customer has been active and made on time payments for 90 days. It could have 4-6 weeks from this time for customers to receive the redemption email/letter. 

• Initial Complaint

  Date:08/08/2023

  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.

  For years Wave very quietly raised my monthly price, and this time it was even earlier than was told to me previously. Any time *** tried to call has been a nightmare. They keep me on the phone forever, are incredibly pushy, and have no respect for their customers time. I finally had it and called in to figure out why my price for internet increased so much and cancel, and I was stuck on the phone for 40 minutes even after telling the rep I needed to make this call quick. Rather than being respectful of my choice and time, they continued disrespect my wishes and talked over me, pressuring me to stay. I asked for my last bill and upcoming bill to be reduced to the amount that was agreed upon previously, and she said she would do so ONLY if I stayed. This was after I told her that my signal has been incredibly poor for this entire time. The rep herself acknowledged that looking at my home on her end, she could see that my signal/service was HORRIFIC. Those were her EXACT words (listen to the call). So she acknowledged that I was paying a ton of money for horrible internet, but refused to have the decency to adjust that rate to a more reasonable (yet still incredibly expensive compared to other providers) amount. Why am I paying almost $30 more on top of what I was paying for service I wasnt even receiving?! They know its wrong but basically tried to hold me hostage to stay with them if I wanted them to do the right thing. That is NOT how you keep a customer. Also, coincidentally right after I initiated the process to cancel my service my signal got even WORSE, despite still paying and having my service active for the next couple weeks. This company has ZERO morals.

  Business Response

  Date: 08/08/2023

  We are unable to find an account without a phone number associated with the account or a full name. Please send this information. We do not have an account with the phone number provided: Gianna C
  
  , ** 95765
  Daytime Phone: **************
  E-mail: ***********************
  

  Customer Answer

  Date: 08/10/2023

  
  Complaint: 20437725
  
  I am rejecting this response because I DO in fact have an account under *********************. Account number ***************. This is a lazy attempt to avoid accountability.
  
  
  
  Regards,
  
  ********

  Business Response

  Date: 08/16/2023

  The 500mbps internet service here was on a 12 month, no contract promotional offer applied 06/21/2022 and this offer has since expired. The internet service is pending disconnection and we are unable to make changes to the account while it is pending a disconnection. 
  

  Customer Answer

  Date: 08/18/2023

  
  Complaint: 20437725
  
  I am rejecting this response because:
  
  You can refund me partially for the overpriced bill I just paid, due to the fact you increased my price despite not providing the service I paid for. ******** service agent said what I was receiving was horrific so why should I be paying that amount, yet alone the increased rate? 
  

  Yes, the service has been disconnected (thank god) but you are still able to refund me. 

  
  Regards,
  
  ********

  Business Response

  Date: 07/26/2024

  The customer was issued a refund on 9/06/23 for *****

• Initial Complaint

  Date:08/05/2023

  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 recently moved to a new apartment on July 5th and the building has a contract with Astound Broadband (powered by RCN). On July 10th I received my first billing statement that needs to be paid in full on Saturday, August 5th.
  
  The total of the bill is $153.33 when the total should be $9.99 (activation fee) plus tax. As part of my lease agreement cable/internet is included and no cost for TV box or Modem. I noticed I was charged $130 for phone equipment. I don't have any phone equipment or a phone line. On the work order there was no request for phone equipment or anything related to a phone.
  
  I originally brought up this issue to RCN right when I noticed it. Called their main line and was transferred to the billing department. This occurred around July 14th. After a 45 minute discussion I was told that the issue would be resolved within 48 hours and my bill would be corrected. The representative looked into the issue and confirmed that there is no active phone line on my account and there never has been. She also confirmed that there is no mention of phone equipment or a phone line on my work order and nothing exists in their database that says I have a phone line/equipment.
  
  Since this interaction I have called back 3 times (each conversation lasting 1 hour) and have gotten nowhere. I keep hearing the same thing from each person, that the charge shouldn't be there and no one can understand why it is there. I've gotten a few bill dispute claim numbers, but no one at RCN has contacted me even though I was told each time they would "fix the issue shortly".
  
  I have no other recourse plan and I'm getting nowhere by calling them. I'm not paying $130 for phone equipment I don't have and a phone line that doesn't exist. My bill is about to be past due and I don't want my service disconnected due to negligence from Astound Broadband (powered by RCN) and a false charge.
  
  Account Number: ***************
  Pin #: ******
  Bill Dispute Claim Numbers: ******* and ******* *******

  Business Response

  Date: 08/08/2023

  We sent a request to our warehouse management to remove the EMTA modem and charge from the account. 

  Customer Answer

  Date: 08/09/2023

  [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. The bill has been changed as of today and I have paid the correct amount $9.99 + tax.
  
  
  
  Regards,
  
  
  ******* *******

• Initial Complaint

  Date:08/01/2023

  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.

  Repatedly contacted Astound/RCN. Long standing customer that has not received a resolution. My *** benefit was randomly taken off my account without my authorization and I have repeatedly applied to get it back. My elgibility has not changed and I have aslo confirmed with the *** Benefit Program, they have also directed me to the provider, Astound. However, Astound refuses to apply the credit and is charging full price on my monthly bill.

  Business Response

  Date: 08/08/2023

  *** was removed 06/12/2023, *** discount removed as of 6/12/2023. Astound received notification from government that customer was no longer eligible or transferred to another provider for the *** discount. The customer has to requalify at *************************************** and contact us with an approval ID. 
  

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Contact Date to Cancel: May 28, 2023 Requested Date of Cancellation: June 29, 2023 Charged $74.49 for ************ Dispute: Asked to have service terminated but it stayed active I contacted Astound RCN on May 28, 2023, a month prior to moving as it's often customary to give 30 days notice when cancelling a monthly service. I asked to have my account cancelled on June 29 as that was the closing date selling the property. I received a bill today for the month of July (it was also $20 more than usual, but that's a whole other curiosity.)I reached out today (also via IM) and was told the service was never cancelled. When I asked why, the agent stated that I should have contacted them day of to cancel the service. I asked for the transcript from the original interaction as I was told the service would be cancelled. They said, "At this time we no longer have the ability to send transcripts to our customers." A customer used to be able to email themselves the transcript when finished a conversation, but that feature has since been removed. How convenient. It's clear why this company recently had to pay out a class action lawsuit for defrauding their customers.

  Business Response

  Date: 08/08/2023

  We were contacted 05/28/2023 11:36 am and notified of a service cancellation request for June 29. We backdated the disconnection request to June 29 and a prorated refund of -$47.16 will be sent to the updated mailing address (**************************************) within 30 days. 
  

  Customer Answer

  Date: 08/09/2023

  [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:07/29/2023

  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 have had 4 technical come out for my phone and Wi-Fi. It comes and goes. Finally after a couple months a tech changed my motum and found 3 connections leaking at the pole outback. He put in an order for a truck to come and do maintenance on the pole connection but they have yet to come out. Been a week and now I am having issues again with my phone and Wi-Fi. I called and got the run around. Even told to call my gas and electric company for help at the pole. Gas and electric doesn't work on cable. I pay ****** a month for service sometimes. This company is a s*** show. No one knows what the other person is doing. I am so discussed with this service. I would not recommend them to anyone. They lie and make promises they never keep. I just want my phone and Wi-Fi to work. Everything in the house is good it's the pole connection. Why is it so hard to get a truck to change the connections on the pole outside. I want my entire month payment back, I've had no service to speak of.

  Business Response

  Date: 08/03/2023

  A credit of $-86.20 was applied to the account and a maintenance order was completed 8/1. 
  

• Initial Complaint

  Date:07/28/2023

  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.

  As the only resident in this apartment ( or authorized other ), no request was ever made from RCN, for internet or any other service at this location or any other location. No transaction had ever taken place nor request was made by me ( nor I have authorized others to request) for a technician visit to my home or any other premises ). No technician ever visited my apartment (I am the only key holder). I was Billed for an item I never ordered/never received. I have been a satisfied Xfinity/comcast customer over 5 years with auto payment. Upon receiving the first and only demand for payment , I contacted RCN three separate times. No representative ever got back to me (by mail/phone See attached) . Thank You.

  Business Response

  Date: 08/01/2023

  Astound installed and provided internet service through an online request 10/14/2022 and a service disconnection request was placed 11/02/2022. The customer used their own modem with MAC address ************ and owes $41.78 for service provided 10/14-11/02/2023
  

  Customer Answer

  Date: 08/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have never visited ******** (expect I  googled to inquire what it is, just 5 minutes back) and now only became aware of it. Why Astound release the email address or the telephone number where the initial call originated?. and take that avenue to confirm the fraudster and take necessary LEGAL action for opening an account under false pretense ..  This is more than an inconvenience. I can not close an account I never opened, confirmed, received nor used . Also forwarding my name to an collection company to collect on something I never ordered nor authorized another to act behalf on me. I am also in the process of inquiring about negative information was publisher due to this debacle. Finally  the main cable comes to the building via comcast. A RCN  box resides next to that who was a later arrival. A disconnection from the comcast box is required when some one orders service  from RCN since the  Primary cable system for the whole building including all cabling to individual dwelling units (active ones) are connected to the Comcast box. I have continuous comcast  service for over 4-5 years. You are welcome to inspect the physical structure at any time. Thank you 
  
  Regards,
  
  
  ******* ***

  Business Response

  Date: 08/30/2023

  All charges have been reversed on the account. 

• Initial Complaint

  Date:07/27/2023

  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.

  Astound Broadband rejected payment multiple times from my auto-pay function then went on to charge several payment attempt fees after their employees told me to try again. After they informed me to wait on another payment attempt they canceled my service due to lack of payment which they were going to resolve and contact me back. When I finally was able to pay they also charged a reinstatement fee.The teams don't want to waive/reverse the fees due to their miscommunication. There is no form or control, they can cancel autopayments, cancel service, and then charge fees to users to reinstate their service. tried contacting them multiple times.

  Business Response

  Date: 08/01/2023

  A member of management ***** spoke with the customer. The customer was charged for payment denial fees for 6/24, 6/29 and 7/1. Credit was applied for 2 so she applied credit for the third, 7/1. She also applied credit for late fee (6/27 $10) as well as restoral fee (7/26 $40).
  
  

• Initial Complaint

  Date:07/27/2023

  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 had called back in early june to cancel my RCN account I had asked that it was shut off in june and I had returned my router yet I still see a bill on my account ***************  is my account and my work number to shut off the internet in june was ******** I would like my account credited back the money and closed I do not live there anymore and have contacted support multiple times and returned all equipment

  Business Response

  Date: 07/27/2023

  The account disconnection was requested 6/23 and service was disconnected 6/30. We have not received the unreturned modem rental, so charges will be applied to the account if the modem remains unreturned. Additionally, if the modem is returned, a refund of -$27.60 will be processed for 6/30-7/17. 
  

  Customer Answer

  Date: 07/31/2023

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  please give me a call at ###-###-####. I would like to know how much my final bill is I’d owe and to confirm that I have returned the equipment and to make sure all payments are received etc
  
  
  
  
  
  Regards,
  
  
  ******* ********

  Business Response

  Date: 08/08/2023

  Please contact us 24/7 at ###-###-####. The modem has not been removed from the former account, please indicate when the modem with MAC address ************ was returned. The total outstanding balance of $100.43 includes $137.80 in equipment charges so once the modem is returned, there will be a refund owed in the amount of $37.37
  

• Initial Complaint

  Date:07/11/2023

  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.

  Currently pay $300 for equiptment and services that previouslt payed ruffly $150 by company they took over. Cable goes out regularly. Have to wait day or 2 for tech to come. A technician comes to look at problem and says cant fix because its a pole issue and he doesnt go on pole. Another tech then needs to come out. Have to take multiple days off and only get daily credit of $2.95. Which you have to call on everyday to get. But if i move can get appointment right away. Tech also tries to up sell to get more money by saying equiptment or lines obsolete. He says need to purchase internet equipment which ends up costing twice as much as tech quotes when i call to inquire more about. When asked for corporate phone number and address i was told by ************ was speaking to corporate customer service, so i asked for address and was told by ***** he would have to look it up. Eventually he said there is no corporate office and customer service. All numbers go to a call center. My cable was working fine on july 10 when i turned it off at midnite. On july 11 when i turned it on at 7 am it was not working. Techs read from script like they do each time, send signal like they do each time and nothing. Issues happen everytime after storm, windy day and change in temperature. I dont mind paying for a service but a service provider should maintain there equipment. And replace broken wirhout charging customers or try get them to buy more. Im sure if i purchased there internet tv and had issues they would blame not being able to fix on weather or satellite. I would like astound to realize they took over a company, doubled charges of previous company but dont offer good customer service like there commercials state. Why should i upgrade when you cant provide basic

  Business Response

  Date: 07/18/2023

  The monthly rate for cable, internet and the service protection plan comes to $259.24. We continued to honor any ************** which have since expired. Please call us at ************** if you would like to make a change to your service package for lower pricing. We can offer the streaming cable packages for less. We have not had a technician visit to this location since 07/19/2022. If you are still experiencing service issues, please call ************** 24/7 to troubleshoot with our technical support and we can schedule a technician if necessary.