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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

    • 731 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:03/29/2023

      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.
      No details...Astound sucks!!,, worse than RCN!!... I lose the connection 10 times a day because you guys are always rebooting always doing some upgrade it's a pain in the a** so that's the complaint the company *****

      Business Response

      Date: 04/06/2023

      We have a technician visit scheduled for 04/10/2023 2-4PM, although the modem is online. If the technician determines there is an issue with the inside wiring or customer's own devices, there could be a charge of $79.95 for the visit. 

    • Initial Complaint

      Date:03/22/2023

      Type:Customer Service 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.
      3 weeks ago, we had an ice storm and the Astound cable fell into yard. We have called more than 5 times to get the cable repaired. Astounds customer service has promised that a manager wound contact us when the cable repair person was on site to do the repair. for the last 3 weeks no one has repaired the cable and it remains in my yard. I pay over$222.00 each month and am up to date with my payments. Prior to Astound we had WOW (Wide Open West) as our provider and had a much better service. Astound bought out WOW and the service has gone down since.

      Business Response

      Date: 03/30/2023

      The drop wire was re-hung and this has been taken care of, 

      Customer Answer

      Date: 03/30/2023

      [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:03/20/2023

      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.
      I have been a customer with RCN since 2001. My account number is ****************  We live in Nazareth, PA and RCN has been our only available choice in our neighborhood for cable and internet. We have been unhappy for a long time about the excessive surcharges we have paid for cable services ($76 plus monthly for Broadcast, Sports, Entertainment networks surcharges). We are billed around the 15th for future services. I called to cancel our cable portion of services on 3/13. They were able to come to our home on 3/16, one day after the monthly charges would have started. I called to see how much my true bill was since the bill I was mailed would not reflect my cable being cancelled. I was expecting a bill around $93, but was told the bill was $160.37. I quickly realized that they were including all of the hefty surcharges for one day of cable service. They said they cannot change it, and the way I see it, they have given themselves around $76 unfairly. I asked to speak to a supervisor and they said the supervisor would say the same thing. This is just gross, and I want you to be aware of it. Is there anything you can do to help me?

      Business Response

      Date: 03/30/2023

      Typically, surcharges adjust the billing cycle after a change is made. The next statement does not print out until 4/15 so if the surcharges are not adjusted on that statement, please contact customer service 24/7 at ###-###-####

      Customer Answer

      Date: 04/01/2023

      [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:03/13/2023

      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.
      My bill used to be around $127 a month for internet service only. Then it increased to $132. Last month my mailed statement showed I owed $132. When I went to pay, the automated system said I owed $147. I paid it but my statement stated I owed again $147. There was a late fee of $15 for that month. But this month my statement says I owed again $147 even though I am not currently late. I tried calling 3 times today but every time I request to be transferred to an agent, nothing happens and it appears it’s been disconnected. They have also started charging every month to pay by phone.

      Business Response

      Date: 03/20/2023

      The last two bills were not paid on time, the bill due on 1/15 was not paid until 1/24, the bill due 2/15 was not paid until 2/25. That was the reason late fees were applied.
      When a payment of 147.12 was made on 2/24, that brought the balance down to 145.59 and she paid that on 3/16.
      Statement 08/23/2022 127.28 due on 09/15/2022 paid 09/20/2022   -127.28 
      Statement 09/23/2022 127.28 due on 10/16/2022 paid 10/23/2022   -127.28    
      Statement 10/24/2022 132.12 due on 11/15/2022
      Statement 11/23/2022 264.24 due on 12/16/2022 paid 11/23/2022   -132.12 & 12/17/2022   -128.13 
      Statement 12/23/2022 132.12 due on 01/15/2023 did not pay till 1/24
      Statement 01/23/2023 279.24 due on 02/15/2023 (includes past due & late fee) paid 01/24/2023   -128.72  did not pay current balance till 2/24
      02/23/2023 23 294.24 due on 03/18/2023 (includes past due & late fee) 02/24/2023   -147.12 & 03/16/2023   -145.59 (this one is the current amount that was due on 3/18)

    • Initial Complaint

      Date:03/11/2023

      Type:Delivery 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.
      Have service with this company all the sudden without any written or verbal communications they raised the monthly service rate for the same package

      Business Response

      Date: 03/20/2023

      A promotional offer, which was a three year, no contract pricing structure was applied to this account 12/17/2019 and expired 01/06/2023. On 03/07/2023 we applied a new promotional offer and with ACP, the monthly rate is reduced to $36.77 for 250mbps and a free upgrade to 400mbps. 

    • Initial Complaint

      Date:03/09/2023

      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 don,t have my proper service,and was told they can,t find the problem,they say its something in the city,i have talked to tech support,many times,techs have been in here 5 times,and still my service doesn,t work,i want a phone call from corporate,to adjust my bill,every month,ill its fixed,this is an every night thing,that just keeps getting worse,cable is not right,internet is bad,but still i,m paying for service i,m not getting

      Business Response

      Date: 03/15/2023

      A local market representative, Donald has reached out to the customer and is working with our technician team to set up an escalated trouble call trouble call for Thursday 3/16/23

      Customer Answer

      Date: 03/15/2023

      [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:03/08/2023

      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.
      I'm having trouble getting service for any period of time I have has Wow which was bought out by Astound by RCN. I have had this issue for more than a year now, they never completely fix the service, they do something to make it last a day or two and the service goes out again. I have not had a full month of uninterred service since I signed up with them. I call to report the outage and the usually tell me they don't see anything wrong when they run a test from wherever there're at. My service goes off and on multiple times a day and I have called lots of times, I really just would like for my service to work. I pay my bill on time every month but I'm not getting a month worth of service. Also most of the customer service people I have spoken with are unprofessional and rude

      Business Response

      Date: 03/15/2023

      There has been a 1 minute loss of service to the modem 3/12 and several devices are connected sharing the 100mbps speed. We have not had a technician visit scheduled here since 11/22/2022. Please call us 24/7 at ###-###-#### to schedule a technician visit if connection issues persist. 

    • Initial Complaint

      Date:03/04/2023

      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.
      We recently disconnected our service with RCNM, and have been plagued with awful business practices since. On the phone call when I disconnected the service the provider told me there was no outstanding equipment. I then started to receive bills with late fees for a modem that I have no idea what it is. I called RCN and they said it was a modem from 3 1/2 years ago. I have never been charged Anything for this modem and do not have this modem. I asked to speak to a supervisor and stayed on the line for 30 minutes. They then told me no supervisor was available and one would call me back. I asked that they please call me back and shes promised that they would that day. A supervisor never returned my phone call, and I received another bill with additional late fees on it. This is a modem that they only started charging me for after I disconnected their service. Please stop charging me for this. I dont have an RCA and modem. We used our own modem. It is also fraudulent to continue to now charge late fees after I have disconnected my service. And I cant get a supervisor to return my phone calls. We want to be done with RCN and stop getting fraudulent bills from them.

      Business Response

      Date: 03/13/2023

      The modem rental was installed 01/27/2020 and has the *** address 909D7D0AEC21. Since 08/03/2020 the customer has been using their own modem, but we do not have record that the rental modem was ever returned. 

      Customer Answer

      Date: 03/13/2023


      Complaint: 19541153

      I am rejecting this response because:


      There is no effort to resolve the dispute. We returned the equipment.

      RCN TOLD MD there was no outstanding equipment when I shut down the service, and then began charging me fees without telling me.  Pull the initial transcript.

      They keep charging me fees that they never charged us prior to shutting down the service.

      I want all fees taken off my bill and the account closed or I will file additional complaints of fraud with the state.


      Regards,


      ************************* MD

      Business Response

      Date: 03/23/2023

      The modem with serial number *************** and MAC address 909D7D0AEC21 that was installed 01/27/2020 needs to be returned so that charges for the unreturned equipment will be reversed. 

    • Initial Complaint

      Date:03/04/2023

      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.
      On January 24 I lost access to my email.
      Since than I've had 12 sessions with technicians.
      All their attempts to fix the problem failed.
      Last time two days ago I talked to superviser who said they cannot do anything anymore.
      So I pay for service they don't deliver.

      Business Response

      Date: 03/13/2023

      There are 2 ways a user can change their email / webmail password online; password changes take effect in less than 5 minutes 
      Email/Webmail password changes in MyAstound Selfcare
       Users can change their email password even when the current password is not known
       
      Email/Webmail password changes on usertools.rcn.com
       Users must know their old password to use this online tool 

      Password Criteria
      Password must be between 6-8 characters in length
       
      Begin with a letter or a number
       
      Can contain any printable character found on the keyboard
       
      The password is case sensitive

       

      We do not charge additional fees for internet customers to have email with us.

    • Initial Complaint

      Date:03/01/2023

      Type:Customer Service 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.
      I phoned ************ on Thursday, February 23, 2023 to inquire about home internet service from WOW Phone-Internet-Cable. I was transferred to RCN / Astound Broadband from this number (apparently, RCN had purchased WOW and assumed servicing WOW customers in my area). I ordered internet service to be installed Wednesday, March 01, 2023, giving the representative all of the information they requested. The order was verified by an over-the phone confirmation# of YJRTCS21201112 which the RCN rep issued to me verbally. I received absolutely no phone calls, texts, or emails in regard to the service or the scheduled installation between 02/23 and 03/01. On the evening of the scheduled installation, after the scheduled time, i called RCN to find out why no one had been to my home to install the ordered internet service. I spoke to a representative who called himself ****. I asked him three times to repeat his name before i asked him to spell it to avoid confusion later. He proceeded to tell me that his credit department did not approve the account due to "unverified / unmatching information" on the application filled out by their representative with information i provided over the telephone. I feel it is POOR CUSTOMER SERVICE to not have contacted me to discuss and correct the discrepancies in order to provide the internet service as scheduled. I found their representative **** to be both argumentative and condescending during our entire conversation on March 01. I suggested that his credit department call or email me to correct the information as needed which, in my opinion, should have been done initially to maintain the original installation date. He insisted that i call them between the hours of 8AM and 6PM to address the issues. He requested my SS# as part of my verification which i am not comfortable with giving over the phone. What they called non-matching information should have been addressed by RCN prior to the scheduled installation date. POOR CUSTOMER SERVICE!

      Business Response

      Date: 03/09/2023

      2023-02-22 12:32 we ran a soft credit check for this account/customer which came back: CODE 2 - SSN Alert - Re-Verify Information, DO NOT **************** When we failed to reverify information as the customer would not provide their SSN, we are unable to complete an installation of service. 

      If this message displays: 2 - SSN Alert - Re-Verify Information, DO NOT Provide Service:
       
      Customer must provide Credit Compliance with a copy of their ID and Social Security card
       
      Fax to ************ Or email to Credit Compliance at *********************************

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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