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

• 

  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

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:02/24/2023

  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 had Astound/WoW installed for not even 3 months. It was a horrible experience. There were constant communication issues, I was not told about charges until the services were installed and fees were raised randomly on me. I finally decided to go back to my old internet company. When I returned the equipment I was told there was a device called a "beacon" that was like a wifi signal booster. I never saw one installed by the technician. He never told me about it. I called, told the company I did not have this device. I have searched every plug in my house. It was never plugged in. There was a recorded issue by the company that the tech tried to install one and it didn't work. Then they said he used a different one and it did, but I have never seen one. There is no way to know he did not take it with him after he left for whatever reason. Now they are telling me I owe money for a device I never used or received benefit from. From reading other reviews apparently Astound does this to many people. They are threatening me with collections. I never used this device. I never had it in my home. I was never informed about it. I want the cost ($190) removed from my charges and for Astound to leave me alone. I called to have this settled. I called Feb 4th. I was told Financial would contact me in about a week. No one has. There are no missed or blocked calls from them. I was told I cannot directly talk to Financial. Astound purposefully has made this difficult to pressure me into giving them money they do not deserve. My case number is *******. I do not have this equipment to return.

  Business Response

  Date: 03/06/2023

  All equipment has been returned and removed from the account. 

  Customer Answer

  Date: 03/09/2023

  [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:02/17/2023

  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.

  Starting in July 2017, RCN went into a contract with my Condominium; ************************ (******** House). According to ******** House's contract with RCN, residents cable fees would be paid directly by ************************** Condominium via assessments. RCN continued to duplicate bill me despite this contract in place. When I try to contact them, they told me to speak with the property manager. The building manager informed me that this has occurred with other residents and they were refunded. The building manager told me that RCN should not have been sending me a bill with this contract in place for my building but they had no knowledge that they will still billing residents in building. I don't recall receiving a letter or notification that I should not receive a bill but RCN knew that residents in this building should have not have received a bill if they had that type of contract with condominiums. They have a list of all units in the building. They would not even discuss it with me when I called recently.

  Business Response

  Date: 02/21/2023

  The customer was charged for a ********************** box rental which was not covered under the condominium contract. Any services outside of the condominium contract are billed directly to the customer. The box was changed during a visit 07/19/2022 when the customer requested to have the equipment included in the contract. The box that was exchanged was a digital cable box (not included) for a high definition box (included) and charges have not been applied to the account since the installation of the high definition box. 
  

  Customer Answer

  Date: 02/22/2023

  exc
  Complaint: 19426399
  
  I am rejecting this response because: The building contract signed in 2017 informed RCN that all residents in the building should not be billed for service until the end of the contract. was not informed I would be be billed for having equipment that they provided me nor that I had wrong equipment.  I never received any correspondence and have had my RCN account since they started business in *******.  Over the years, not one time did RCN mention that they were also obtaining fees through my building assessments as well continuing to bill me when they had record of everyone in the building and units covered by the contract.  I was not sent any correspondence to upgrade my equipment even when I called on several occasions about equipment breaking and going out.  I also was not informed when I went into the RCN office to exchanged out broken equipment.  RCN duplicate billed me and did other residents like this as well.  Until I called to ask where was my last bill and they looked into it.  They tried to cover this up.  Other residents have received their money back from RCN.  I will contact legal resources on this as well. They have no communication that they would double bill me knowing that they have a contract with my condominium association to prevent this.
  
  Regards,
  
  *******************

  Business Response

  Date: 03/01/2023

  Customers are responsible for reviewing their bill and contacting us with any disputes within 30 days of receiving the statement. We billed for services that were not included in the building's bulk contract and these charges were valid for the digital cable box rental.

  Customer Answer

  Date: 03/02/2023

  
  Complaint: 19426399
  
  I am rejecting this response because:  When RCN established a contract with my condominium association, they communicated that none of the residents were to be billed.  I was not aware of this arrangement and it was up to RCN to automatically stop billing residents with their cable in the building.   I reviewed the contract recently and it was supposed to automatically end in 2017, residents paying for cable. I continued to receive billing for use of my cable and other services.  I was not sent any communication from RCN or told that they would be no longer billing due to the contract in place nor did they send me any communication that I needed to change any type of equipment. 

  Any issues that I had I was told that the box either blew out or there was trouble in my area.  I even took the box in and was not communicated that my equipment was outdated or needed to be changed ever.  This a breach of contract since RCN were duplicate billing me.  I should not have to contact them if my building is telling me that they should have not been billing and every time I called, I would get the run around from the customer service and the billing department.  Also, one time I called they put me on hold forever. RCN told me that they would have to check with my  management building.  This is not the first incident this has happened to several people in my building and they have been compensated for duplicate billing contracts.  If you have an contract to not bill residents in a building, it is your job to not bill them and it is  not my job.  I don't know about your contract.  I will be seeking legal assistance on this. Each time I seek assistance from RCN I get the run around regarding this.  The only reason they stopped billing me recently is because I called RCN and got a person that told me  she had to idea why I was not getting a bill to contact my building. This is bad business especially since I am a long term customer and had been with ********************** since they started in *******.  I deserve justce here and not lies!
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 03/09/2023

  The customer was charged for service that was outside of the bulk contract agreement and the charges are valid. We are available 24/7 at ************** and customers should dispute their billing within 30 days. 

• Initial Complaint

  Date:02/15/2023

  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.

  On January 28,2023 I cancelled my bundle services with Astound because of poor service. I've been a customer of WOW for over 15 years and has never been late or missed a payment. The service declined since Astound took over.I was told that I will receive my refund of $111.00 within 5 days via mailed check.I've called multiple times after 10 days and have been told that the check is still processing.My last call was on February 11, 2023 and I spoke to ****** and she said that I will have to wait until next month statement is processed.I've never heard of such when referring to a refund.I am a senior and do not have money to throw away. I feel that I am being taking advantage of.Please Help. I need my money that's owed to me.Thank You!!

  Business Response

  Date: 02/16/2023

  Service was disconnected on 1/28/2023. A refund of -$111.64 will be sent back to the customer, however, we apologize for the misinformation. Refunds are processed within 30 days of disconnection, not 5. 
  

  Customer Answer

  Date: 02/16/2023

  [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:02/08/2023

  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 was using my own modem and my internet was working great until December when suddenly my speed dropped to ****mb. I contacted Astound and they sent a technician over. The technician said there is nothing he can do to fix my speeds as Astound pushed a firmware update that is causing problems with some of the customer owned modem. As a solution, he told me Astound will lend me their modem free of charge because this issue was caused by Astound and to call Astound in a month or two to check if the issue with my modem is fixed and return the equipment. However when I saw my bill, I was charged for the modem and wireless internet. I tried explaining my situation to a few different reps but they were all very indifferent and refused to listen to my explanation - kept repeating "If you have our equipment, you have to pay". I had agreed to using the modem because an Astound technician told me I can use it for free for a month or two while the issue gets resolved but it turned out I was charged for the modem and Astound's reps refused to help me with this issue or acknowledge the problem.

  Business Response

  Date: 02/14/2023

  A service disconnection was requested Mon, Feb 6, 2023.A total of $18.50 was charged for 12/21-1/6 and service was disconnected on 2/6, however, ***** was charged for the modem usage 1/7-2/6. I have applied a credit of $48.45 to the outstanding statement and since service has been disconnected, the equipment needs to be returned. *************************************************************************************

  Customer Answer

  Date: 02/14/2023

  [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. My ***** tracking number shows that Astound has received my equipment. Can you give me more information on how I can receive the credit as I am no longer a customer and have already paid off my balance with Astound?

  Regards,
  
  ***************************

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 19365991
  
  I am rejecting this response because: My ***** tracking number shows that Astound has received my equipment. Can you give me more information on how I can receive the credit as I am no longer a customer and have already paid off my balance with Astound?
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/21/2023

  The equipment was received on 02/09/2023 and removed from the account. -$60.87 will be refunded within 30 days of Mon, Feb 6, 202
  

  
  

• Initial Complaint

  Date:02/08/2023

  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 bills for quite some time keep going up. I have internet & a phone through Astound which used to be Wave. Their practice has been to arbitrarily raise their rates & have all sorts of extra fees that have similar descriptions. These fees add up. Also, in the past, I went into their local office which is now closed & the clerk would just adjust my bill back to where it was to begin with. I have repeatedly done this over the years. One time my bill jumped to around $117, when it had been $87. I had to haggle with the representative over this. I want to find a different company, but get told that my area isn't serviced. There used to be laws about monopolies, where a person is over a barrel to pay the ever increasing rates. Also, their promotions with lower fees are no doubt generating a ********** find this promotional tactic to be unprofessional & underhanded. I am so frustrated with this company & find it just under the wire of using illegal price hike practices. I wish someone could investigate this. My other utilities don't do this. I can depend on my gas, electric, *************** & never have to haggle with them about their rates, because they are dependable & honest. I feel this company should be investigated & these hidden or arbitrarily arrived at costs should be stopped.

  Business Response

  Date: 02/15/2023

  I called and left a message 2/14 & 2/15 with our direct number to call back. Astound has no control over if other companies have networks set up in that area. We do not have contracts only 12-month promotions. When they expire, prices go to retail unless the customer calls us.Promotions are not always available or the same the next year as they change.Account is already on lowest 12-month promotion as of 7/15/25, which will expire 7/31/23. Companywide rate increase in October. All customers notified on their September statement page 4. Billing went up about **** for this ***************************** provided advanced notice about Payment Convenience Fee changes presented on customers billing statement 9/8/2022.
  
  Fees are valid (example 2/1 statement)
  Internet Infrastructure Fee 9.77
  A fee to defray costs associated with building and maintaining WAVEs fiber rich broadband network, as well as the costs of expanding network capacity to support the continued increase in customers average bandwidth consumption. This fee is not a government mandated tax or fee imposed on you by the government. This is a fee that WAVE assesses and retains.
  Regulatory *********************** ****
  A fee to defray costs Wave incurs to comply with state and local regulations in ****************. This fee is not a government mandated tax or fee imposed by the government. This is a fee that WAVE assesses and retains.
  Telephone Subscriber Line Charge 6.50
  Monthly recurring charge applied to all phone line, trunk, and PRI services offered pursuant to WAVEs tariffs and/or price lists. There are no exemptions associated with this product charge. Rates are subject to change. This charge is not government mandated nor a tax or fee imposed on you by the government. It is a surcharge WAVE assesses and retains.
  Regulatory Administration Fee-Phone 0.30
  A fee to defray costs Wave incurs to comply with state and local regulations in ****************. This fee is not a government mandated tax or fee imposed by the government. This is a fee that WAVE assesses and retains.
  
  

• Initial Complaint

  Date:02/08/2023

  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.

  Incorrect billing increase when on ACP program, need to be credit for overcharges including that of previous months. Deceptive and dishonest business practice, speed advertised has never been the actual service speed provided. Numerous techs have checked. Looking to resolve prior to sending legal action notice via our attorney.

  Business Response

  Date: 02/14/2023

  We received this complaint through NYDOITT and FCC as well. The customer's automatic payment declined on 10/17/22 which caused a $10 Auto Pay Denial fee to be applied to the following statement. As a courtesy, we waived the fee but their payment 11/16/2022 also declined. On 11/19/2022, we received a payment of the balance that was outstanding (due 11/15) -16.35. On 11/28/2022, the customer was repackaged with an introductory offer for the 600mbps package, as 500mbps no longer had an introductory promotional offer. We again applied $10 credit for the second Autopay denial fee and the 600mbps package was $5 more a month (***** as opposed to the ***** 500 package) Additionally, the $30 *** credit has been reduced from each statement and 23.19
  is the new monthly bill after the *** credit has been applied for the 600mbps package at $***** and Est taxes and fees total $13.20. 

• Initial Complaint

  Date:02/02/2023

  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.

  RCN has been charging my credit card for years and they said a payment didn't go through. Instead of reaching out they charged me a $35 addition fee that they refused to waive just now. They are also increasing their fees monthly without notice or consent of their customers as a deceptive practice.

  Business Response

  Date: 02/09/2023

  While the payment 01/26/2023 ****** was rejected, as a courtesy, we have applied credit for the $25 Autopay denial fee and the $10 late fee. The second page of the statement each month explains that the fees will be applied if Autopay is declined or a credit card is charged back. 

   

• Initial Complaint

  Date:01/28/2023

  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 am completing this for my elderly parent that has a physical disability (eyesight). The incident took place approximately 12/28/2022 with Astound/Grande Communications. . All services were out including phone service for five days. My parent had no way to contact 911 or call someone if they had an emergency. My parent had to walk to a neighbors house to call me about the issue. When I called Astound even for an emergency they said it would be five days for a tech. The actual Astound tech found an Astound contractor had unplugged the line in the alley which had places for two customers. However, there was three Astound customer lines so instead of adding a box for more customers they unplugged a line. My parent has been a Grande customer for 16 years and paid at least $25,000 in cable fees. I called after service had been restored and initially they were going to give a $10 credit. After further discussion I got an additional $10 off the bill. I then called back and received an additional $25 off. I then went to the *******, ** office and the lady at the desk was very rude and said her supervisor could not help me. She also said $45 was the best the company could do on credit. She said I needed to call the 800 # and request a floor supervisor. I called 1/20/23 for a floor supervisor and the rep said it would be ***** hours. I never received a call. We are not looking for a $2,000 credit, but a $75 or $100 credit is not much for being a 16 year customer. Very, Very poor customer service from the Midland rep and not having a return call. This was very upsetting b/c of my parents disability and age. Thank you.

  Business Response

  Date: 02/02/2023

  In addition to the $35 credit that has been applied to the account, service charges were credited for 12/31/2022 through 01/03/2023 which was the time we were notified of an issue and scheduled a technician visit until the time a technician came out. 

  Customer Answer

  Date: 02/16/2023

  
  Complaint: 18942901
  
  I am rejecting this response because:  We appreciate the small credit from the cable company for the outage, but would like to point out that my parents have been customers for 16 years and paid a minimum of $25,000 in cable fees to Grande/Astound.  We are not too concerned about the credit as much as we are that my elderly, disabled mother had no way to contact others during the outage.  She suffers from macular degeneration and has no cell phone.  *************** she was unable to contact anyone including 9-1-1 if there had been an emergency.  Astound commercials mention customer service, but this whole situation has been very time consuming and frustrating for us.  We would just like someone such as a regional manager or higher executive to review this situation and contact us about it.  Thank you.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/21/2023

  Our senior manager of operations has been notified to contact ****************** at the number provided in the BBB complaint. 

• Initial Complaint

  Date:01/24/2023

  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 began my service with RCN, now Astound Broadband in October of 2021 at the agreed upon rate of $59.99/month + applicable taxes.
  
  Almost immediately, on my December of 2021 statement, I began getting billed $74.99. This has been occurring up until today. From December of 2021 to today, November 2022, I have been billed an extra $15 each month, totaling $180 extra dollars. For December 2023 and January 2023, my bill was $89.99, $30 more than the agreed upon rate of, totaling an extra $60. Thus far, I have been overcharged $240.
  
  My first, bill for November of 2021 contains a $50 charge that I don't recognize, did not authorize and do not owe. My February 2022 bill has a $40 charge I do not recognize, did not authorize and do not owe. Other charges I do not recognize, did not authorize and do not owe are from the May 2022 bill for $50, June 2022 bill for $40, July 2022 bill for $35, September 2022 bill for $50, November 2022 bill for $50 and December 2022 bill for $40. This totals to $355 in extra charges that I never agreed to.
  
  All in all, I have been tricked and lied into overpaying for my internet service to the extent of almost $600!

  Business Response

  Date: 02/02/2023

  An introductory discount promotional offer was applied on 12/17/2020 and in December of 2021 and December of 2022 the rate went in to the second and third year rates as part of a three year-no contract pricing structure. The pricing is now $89.99/month before est taxes/fees for the 1Gig internet service. The statements have included late and restoral fees, as when the bill is not paid by the due date, the balance carries over and a late fee and any applicable restoral fees are applied to the statement as stated in the attached notice of suspension. 
  

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  No matter what Astound says, in the end, I was overcharged $595 over a two year period and they took advantage of my trust in them to only charge me what was agreed upon. It's just plain wrong to charge people more than they are expecting to pay and this has been happening for such a long time that I'm shocked I let it go this far. I don't think I've ever been lied to and deceived by a company before to this extent and you Astound should be ashamed of themselves.

   

  
  
  
  
  Regards,
  
  
  
  ******** ********** 

  Business Response

  Date: 02/14/2023

  The customer did not have a contract offer and the promotions had expired. Customers are responsible for reaching out to us in order to make any changes they feel are necessary to lower their bill

• Initial Complaint

  Date:01/24/2023

  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.

  Astound Broadband powered by RCN started charging me for "Network Access and Maintenance Fee" without notification, and without an explanation as to what this charge is for. Their website explanation is this "A fee to defray costs associated with building and maintaining RCN’s fiber rich broadband network, as well as the costs of expanding network capacity to support the continued increase in customers’ average bandwidth consumption. This fee is not a government mandated tax or fee imposed on you by the government. This is a fee that RCN assesses and retains". Which is an unfair business practice, and charging more for data than what they promise. This month I'm being charged "Municipal PEG Access Fee". Their expanding is this "This fee is part of the OVS and Franchise agreement and is passed through to cable subscribers. The fee is to support Public, Educational, and Governmental facilities, equipment and services." I don't have cable, was never charged this before, and wasn't notified about being charged this fee, or an explanation for what the fee was for. This is unfair business practice.

  Business Response

  Date: 02/02/2023

  The fees charged are Network Access and Maintenance Fee 9.77, State and Local Sales Tax 0.91, and Municipal Construction Surcharge 1.50

  These are described as:

  Network Access and Maintenance Fee helps defray costs associated with building and maintaining Astound Broadband’s fiber rich symmetrical broadband network, as well as the costs of expanding network capacity to support the continued increase in customers’ average broadband consumption. The Network Access and Maintenance Fee is not imposed by the government and is subject to change. It is a fee that Astound Broadband assesses and retains. This fee is not a franchise fee, which is imposed by local franchising authorities (municipalities) as compensation for Astound Broadband’s use of the public right-of-ways or easements. This fee is also not a tax, which Astound Broadband collects on behalf of local, state, and federal governments.
  

  Municipal Construction Surcharge recovers a portion of the expenses RCN incurs from government mandated relocation of its facilities that are in the public rights-of-way to prevent interference with street repairs, public construction projects or other activities required for public health, safety or convenience. This fee is not a government mandated tax or fee imposed on you the government. This is a fee that RCN assesses and retains.

  ********************************************************************************

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No where on that statement does it say anything about Network Maintenence fees, and an explanation. I have been charged this since September 2022 with no warning I would be charged or an explanation about the charge. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** **** 

  Business Response

  Date: 02/14/2023

  The previously attached December statement explains the following:

  The Network Access and Maintenance Fee will increase by $2.80. This fee helps defray costs associated with building and
  maintaining Astound's fiber rich broadband network, as well as the costs of expanding network capacity to support the continued
  increase in customers' average broadband consumption

   

  Previous to this, the fee began to be charged 07/27/2022 when service was changed from WOW to Astound as a service change was requested to downgrade speed from 1Gig to 400mbps. Information about taxes and fees charged for services can be found on our website at ******************************************************