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

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  Astound Broadband

  2124 Avenue C Bethlehem, PA 18017-2120

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:03/01/2023

  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.

  RCN had obvious evidence of fraud in that my user name had been changed and had no connection to my own. Furthermore they had been raising my rate without my knowledge. No email, no text, no call. Their explanation was it was on page 4 of the bills. Page 4?! What are y’all talking about. Looking into further legal action because this company is terrible. And then they won’t disconnect my service. They say I owe them $350. No chance they’re getting that. Dropping their box off tomorrow and if I hear even a peep from them I’m calling my lawyer. On principle. I’ll give him $350 to spend an hour suing them.

  Business Response

  Date: 03/06/2023

  This account has been suspended for non-payment, as we have not received a payment since 11/28/2022. $354.42 is the outstanding total balance for service from 11/29/22-03/28/2023. This balance would be reduced and prorated for charges from 02/26/2023
  -03/28/2023 if the balance remains unpaid, as 02/26/2023 was the date service was suspended for non-payment. The September statement attached reflects the notice of rates increasing beginning in October 2022 on the fourth page. 

• Initial Complaint

  Date:02/26/2023

  Type:Sales and Advertising 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.

  been with this company 3 months,have been lied to by the salesmen,when i joined,said 1st month free and a $150 gift card after 3 months,i also have had serious problems with television and internet,everyday,techs have been in here,and done nothing to fix it,they wont listen,i have no tv for 2 days now,and i,m sick of this,already have numerous witnesses,who have seen all this,i want my gift card,and the service i pay for,and my money back,for all this

  Business Response

  Date: 03/06/2023

  A technician visit has been set up for 03/07/2023 5-7PM to look into the internet/cable buffering issue the customer contacted us about on 03/05/2023. To receive a gift card, a customer must meet all requirements and respond to Mpell to obtain their gift card
   
  Order a qualifying package/services that includes the gift card offer; add gift card promo code for online orders
   
  Remain a customer in good standing (pay bill on time) for at least 90 days
   
  Subscribe to the services described in the offer for at least 90 days unless otherwise specified (downgrading service disqualifies the customer)
   
  Respond to Mpell fulfillment instructions 

  Approximately 2 weeks after the 90 day good standing period
  Customers will receive a letter/email from Mpell, our gift card vendor, with instructions to obtain the gift card
   
  The letter / email is sent to the service address or emailed to the preferred email address and provides a redemption code and instructions on how to redeem the online gift card
   
  This redemption code is only active / valid for 30 days from the postmarked date of the letter / email
   
  Customers must respond to the letter / email within the stated timeframe (usually 30 days)
   
  From date of installation, it may take up to 5 months after good standing criteria is met (90 days) to receive the gift card
  

  
  

  Business Response

  Date: 03/15/2023

  A local market representative, ****** 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: 03/16/2023

  [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:02/24/2023

  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 moved to PA two years ago and had only 2 options for Internet Providers. For the past three months, my bill keeps going up. Two months ago, I spoke to a customer service representative who informed me what my adjusted bill will be and that this bill would remain the same. $54.91! Today, my bill jumped to $72.91, and I was i informed the price went up again in just two months after being assured the bill will remain at $54.91. I am sick and tired of price gouging for customers. Can someone advise me why after less than 2 months my bill hiked up again when I was assured it would remain static. Today, online the provider is offering a 2 year contract for new customers,Same low price for 2 years for $25.00 per month. HOW IS THIS POSSIBLE?
  Modem included
  No other purchase required
  Includes 1 month Free
  
  SAME EQUIPMENT, YET FOR REGULAR CUSTOMERS THEY BUMP THE PRICE! That's their thank you for being a loyal customer. I want the same courtesy as new customers.
  
  ALSO, one month I accidentally paid my bill twice so I didn't pay the following month, only to receive a late payment notice! Why??

  Business Response

  Date: 03/06/2023

  An introductory, 12 month, no contract promotional offer was applied 01/29/2021 and expired in January 2022. On 11/23/2022, we applied a $30 loyalty credit that is good for 12 months. On 02/24/2023, we applied a promotional offer for the equipment rental. Currently, $53.94 before estimated taxes/fees is the best available rate for 100mbps, as the customer has taken advantage of a sign up introductory offer already. 
  

• 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.