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:11/14/2023
Type:Sales and Advertising 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.
Talked to an agent to request a grace ****** to pay a past due balance to avoid service being interrupted. The grace ****** was granted and I paid the past due balance. 2 days later my service was interrupted due to my current bill being 13 days past due. I asked for a 4 day grace ****** and i was denied. I was forced to pay an additional $187.00 to restore my service after I was guaranteed by the first agent that my services would not be interrupted. This is the 2nd time i have had this issue where 2 different agents are telling me two different things. I am sick and tired of this company and currently looking for a new provider.
Business Response
Date: 11/20/2023
We had an arrangement set up on 11/03/2023 that the customer would pay $148.60 on 11/10/23. We received $110 on 11/10 which did not cover the full past due balance.
Initial Complaint
Date:11/10/2023
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.
Nov,9th,2023.I pay astound $10a month for wifi.Gov pays the rest.I had direct with draw from my account.i am a senior dealing with serious medical.i had to change my debit card.i forgot to notify astound.they could not get the $10.Nov,9th.I called+give my card number+make payment.I agreed to pay the $13.But,not the $42.I never got any info of this.I am on a fix income.they illegally withdrew the $42.Nor give it back.this was a 1 time situation.No one cared,I am seriously sick.The bank offered 2 put a complaint+get my money back.I wanted to file this first.PLEASE HELP+UNDERSTAND.
Business Response
Date: 11/20/2023
The monthly service comes to $10.27 for internet under the *** program. The bill was 55.54 for 12/6 as it included a $25 Autopay denial fee and a $10 late fee. The automatic payment 11/06/2023
was rejected.
Initial Complaint
Date:11/04/2023
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.
Astound doesn’t publish prices for EXISTING CUSTOMERS anywhere on their site. After the initial contract when the baited price expires Astound Broadband then raises your rate SUBJECTIVELY to any price they deem you’ll accept. Every year I have to call a sales rep, talk for an hour in order for them to reel in the price. How can this be lawful? And because many customers don’t complain due to the difficulty of doing so they begrudgingly accept being looted.

Every ethical business should post prices for existing customers to see. Every promotional offer should be accompanied by a caveat explaining the price you’ll pay when the come-on rate expires.
Business Response
Date: 11/07/2023
Our pricing promotions are valid for 12 months unless stated otherwise. We do not publish existing customer pricing as the packages and pricing varies and changes, but the promotional pricing offers before taxes/fees for services and equipment covered under a promotion are valid for a limited time only (typically 12 months).
Business Response
Date: 11/08/2023
Attached is our retail rate card, available online as well at ****************************************************************************************** We do, however, offer promotions to discount these advertised rates.
Customer Answer
Date: 11/13/2023
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 as this is exactly what I was looking for! Pity that it is not prominently displayed for existing customers on the Astound site. So obscure, in fact, that the initial response did not include it. Thank you BBB & Astound!

Regards,

******* ****
Initial Complaint
Date:11/03/2023
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.
Astound Broadband RCN. To pay you have 4 options. Pay with an agent fee $9.95, pay automated fee $2.95, Pay by email fee $1 and the free option, the app, doesn’t work—server error occurred—for the last few months. And they won’t honor waived fees. How is it legal for them to charge you a fee to pay a bill and not have a working app or other alternative to not have additional fees to pay a bill.
Business Response
Date: 11/07/2023
As a courtesy, we have waived the $1 web processing fee. Please call technical support 24/7 at ###-###-#### to troubleshoot the Astound Mobile app, as we do not have any outages or errors reported with the app. Additionally, we charge $9.95 to make a payment with a representative, $2.95 over the automated phone system, $1 through the web or with an email token, and all 11 of the following methods, processing times and amounts are available, 5 of which are no charge:
AutoPay /$0/ Immediate on due date
Astound Mobile /$1.00/ Immediate
Web Chat Bot Assisted /$2.95/ Immediate
IVR (automated phone) /$2.95/ Immediate
Agent Over the Phone /$9.95/ Immediate
Bank / Credit Union /$0/ Immediate, once received
Local Office /$0/ Immediate
Online Token Payment (email) /$1.00/ Immediate
Payment Center /$0/ 3 Business Days
Western Union /$2.95/ 3 Business Days
US Mail /$0/ 10 Business Days
Customer Answer
Date: 11/07/2023
[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:11/03/2023
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.
My 90 year old father reached out to the Astound Company regarding issues with two boxes. When the company came to the house for repair, they were not able to solve the problem. My father was told that the service cannot work with their new equipment. He spoke to someone from the Company to come and replace the box that is not working with a new one. An employee from the company of Astound came to the house and disconnected all of the equipment and service without notifying my parents. They were left without ************** Cable and Wi-Fi meanwhile they were getting full payment. My father made at least three payments of $252.70 a month. He would like a refund for the length time that he was being charged for three boxes and only one box was working. My elderly parents were not able to continue to reach out to the company and resolve the issue.
Business Response
Date: 11/07/2023
09/01/2023 3:49 pm was the first time we were made aware that a cable box was not working. Service was disconnected 9/14. The boxes were a charge of $8/month, so a prorated credit of $8 (for 2 boxes) was applied 11/7. The rest of the charges were for service rendered, not equipment rentals and we charge for the cable subscription, not the cable service per box.
Customer Answer
Date: 11/07/2023

Complaint: 20822240

I am rejecting this response because:

According to my Dad. Two boxes not working. The Company came out and took one box and stated that they will send somebody else to repair the other box. No other service man came out to repair the other box. My Father used one box for 4 months. They finally came and took away all equipments leaving my parents with no service After numerous of calls to this company which led to an argument. This is really unfortunate .

. Unfortunately My Dad did not document the dates . For sure all the calls that he made to them from the land line phone . they are aware of the numerous call that was made to them. F

Regards,

*******************
Business Response
Date: 11/20/2023
We are unable to assist with this disconnected account as the phone service was canceled on 10/03/2023

Customer Answer
Date: 11/24/2023

Complaint: 20822240

I am rejecting this response because:

Regards,

*******************
Customer Answer
Date: 11/28/2023

Complaint: 20822240

I am rejecting this response because:
Once again Asbound has to be held accountable for the poor service they provided. The company had someone come to my parents home and disconnect all equipments and because they were not able to solve the problem. Parents were left with no service. My parents does not owe any more money. Why are they receiving a bill . It took me almost two weeks to find another company. Poor Service.

Regards,

*******************
Initial Complaint
Date:11/03/2023
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 called Astound last month to negotiate a better rate, I was quoted $62.00 per month for 12 months, which I accepted. I received an invoice for $76.02 and when I called customer service, they refused to honor the offer of $62.00. I want someone to listen to the phone conversation of the agent offing me the $62.00 per month and to honor that offer.
Business Response
Date: 11/03/2023
The notes on the account indicate the customer was offered $61.02 as a monthly rate on 10/10/2023 3:53 pm. This was prior to promotional offers applied 10/27/2021 expiring 10/27/2023, however, we will honor the quoted rate effective the billing cycle beginning 10/27/2023 (when the increase became effective).
Customer Answer
Date: 11/03/2023
[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 pending receiving this information in writing via my email *********************

Regards,

*************************
Initial Complaint
Date:10/30/2023
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 canceled my service with RCN in July 2023. Disconnection was fine. Mailed in my equipment (modem) to RCN on 7/31/23 and it arrived at the local office on 8/1/23 and was signed for by one of their employees (KDENNIS) on that day. Since then, I have been repeatedly harassed by RCN for unreturned equipment. I have spent 10+ hours on the phone with them to get to the bottom of this issue and have this marked as returned. I am receiving final bills before collections for equipment that was returned. RCN themselves admit they see the tracking info and that it was received by them, but continue to say that it needs to be marked by their local office. I do not appreciate or understand threats for collections on equipment that has been fully returned to them, which they admit. Incredibly shady business practices.
Business Response
Date: 11/01/2023
Charges for unreturned equipment have been removed and the equipment was removed from the account on 10/30/2023. There is no outstanding balance at this time.
Initial Complaint
Date:10/29/2023
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 am not liable for this debit with Astound Broadband Power by RCN, I do not have a contract with I C System, they did not provide me with the original contract as I requested.
Business Response
Date: 11/01/2023
Service was disconnected Wed, Aug 18, 2021. The amount owed reflects charges for service rendered from 07/30/2021 - 08/18/2021 which has not been paid. $54.94 is the total outstanding balance owed on this account and this amount was recalled from IC systems third party collections on 04/22/2023.
Customer Answer
Date: 11/01/2023

Complaint: 20797199

I am rejecting this response because:

Regards,

**********************
Initial Complaint
Date:10/21/2023
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.
Approximately eight months ago astound ran new wire from my neighbors utility box to mine. The wire has been exposed above ground during this time. They were supposed to come bury it within a couple months, but after five phone calls/messages to remind them Im still waiting. Each time they act like someone will be addressing the situation, but nothing happens. This is a safety concern as kids are running in the backyards and can trip over this cable. They need to come bury the cable they put down. Thanks for your help.
Business Response
Date: 10/27/2023
We have escalated this concern to the construction manager in the market and they will expedite the wire burial.
Customer Answer
Date: 10/27/2023

Complaint: 20765117

I am rejecting this response because:
Assuming this gets addressed as stated Ill close this out, but since Ive been told multiple times this would be resolved and it still hasnt Im reluctant to accept this response until its actually completed.

Regards,

*******************************
Business Response
Date: 11/02/2023
There was a drop bury completed by my field team on 8/24, there must have been a new cable laid since then and no new request was entered. I will have it entered now.

Customer Answer
Date: 11/10/2023
[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:10/20/2023
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.
We have contacted Astound broadband >10 times for inconsistent service that goes out frequently. We ahve had service technician come to our house > 5 times. They keep saying we need a supervisor and construction team come out but there is not way to schedule that. They keep saying someone will call us within three days but nobody ever contacts us. This has been going on since the summer. We have a number of case numbers because they keep reopening cases. I spoke with a supervisor on August 14 named ************************* and was given a case number of *******. I have at least three or four other case numbers if helpful.
Business Response
Date: 10/27/2023
Theres an open construction ticket to replace the 540 feeding this building in which we need roof access, we have been in contact and attempting to arrange work with the building management.

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