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 has 17 locations, listed below.

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• 

  Astound Broadband powered by RCN

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

• 

  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

  518 Union Ave Framingham, MA 01702-5817

• 

  RCN

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2023

  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 was switched over to a different plan and charged much higher than i was quoted. nobody will talk to me about it

  Business Response

  Date: 04/20/2023

  The statement dated 3/8/2023 for service 03/06/2023-04/05/2023 in the amount of $159.11 was due 4/03/2023. The automatic payment for $159.11 4/03/2023 was rejected, so this balance was added to the statement dated 04/06/2023 in addition to a $25.00 autopay denial fee and $10 late fee. The autopay denial fee is explained on page 2 of each monthly statement. A total of $351.38 for 03/06/2023 through 04/05/2023 and 04/06/2023 through 05/05/2023 was due by 05/04/2023, however, we waived $36.00 in fees as a courtesy and payments of $159.11 and $192.27 were made on 4/10/2023. This leaves a credit balance for the statement due in June, which will be reduced by the credit of $44.97

  Customer Answer

  Date: 04/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  the payment for $192+ was taken when there was a zero balance. You took a payment one month early!!!!!
    I don't want a credit, I want my money back!!!
  
  
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 04/24/2023

  The bill was due 04/03/2023 and the payment made 04/03/2023 was rejected. -192.27 was paid 4/10 for the statement that was due 4/3 as well as a $25 Declined payment fee and $10 late fee. The service dates for this payment were 03/06/2023 through 04/05/2023. The second payment made 4/10 for a total of 159.11 was for service charges 04/06/2023 through 05/05/2023. -$44.97 can be issued as a refund but there is a 2 week refund processing time frame or the -$44.97 will be credited from the next statement. 

• Initial Complaint

  Date:04/19/2023

  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.

  The company is charging my credit card $192 when i have a zero balance. when i ask for a refund, they tell me its coming but it never came

  Business Response

  Date: 04/20/2023

  The statement dated 3/8/2023 for service 03/06/2023-04/05/2023 in the amount of $159.11 was due 4/03/2023. The automatic payment for $159.11 4/03/2023 was rejected, so this balance was added to the statement dated 04/06/2023 in addition to a $25.00 autopay denial fee and $10 late fee. The autopay denial fee is explained on page 2 of each monthly statement. A total of $351.38 for 03/06/2023 through 04/05/2023 and 04/06/2023 through 05/05/2023 was due by 05/04/2023, however, we waived $36.00 in fees as a courtesy and payments of $159.11 and $192.27 were made on 4/10/2023. This leaves a credit balance for the statement due in June, which will be reduced by the credit of $44.97
  

  Customer Answer

  Date: 04/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I had a zero balance when you charged me the $159!!! I was told I would receive a refund.
  
  
  
  
  
  Regards,
  
  
  ******** ******

  Business Response

  Date: 04/24/2023

  The bill was due 04/03/2023 and the payment made 04/03/2023 was rejected. -192.27 was paid 4/10 for the statement that was due 4/3 as well as a $25 Declined payment fee and $10 late fee. The service dates for this payment were 03/06/2023 through 04/05/2023. The second payment made 4/10 for a total of 159.11 was for service charges 04/06/2023 through 05/05/2023. -$44.97 can be issued as a refund but there is a 2 week refund processing time frame or the -$44.97 will be credited from the next statement. 
  

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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 called to cancel my account in late August last year, confirmed by an Astound customer service representative when I just called them today - in April of the next year. The work order to cancel my service was never closed, and they never stopped my auto pay. I didn't notice the source of those charges until today, finishing up my taxes. They charged five hundred ninety-five dollars and sixty four cents (******) after putting in the work order to cancel my service. Yes, I should have caught this sooner, but what type of business charges people months and months after they cancel their service? This is beyond egregious. On the call today they said the best they could do was cancel the pending next bill (again, for service that should have been cancelled seven months ago) and refund a hundred dollars to my credit card. Yay. I disputed the last 60 days of charges with my credit card, but nothing more I can do. Considering filing in small claims court, but wanted to get the warning out there first - check your autopay when you cancel your accounts, folks!

  Business Response

  Date: 04/19/2023

  We apologize for the over-billing, as the disconnection request for Wed, Aug 31, 2022 was cancelled August 26, 2022. 09/01/2022 the equipment was removed, so we are refunding all charges from 9/1/2022 through when service was disconnected which totals $548.01. The refund will be sent within 30 days. 
  

• Initial Complaint

  Date:04/13/2023

  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.

  ive been an astound customer for about 6 months. a few days before the superbowl my dvr/cable box died. i went to local office to try to get a new one so i wouldnt miss the game only to be told they had to send a worker to my place to install a new box BUT they wouldnt be available until after the superbowl. ok so i made other plans for the game. then when the astound rep came out the following week he said they no longer used the dvr/cable box model and that the new model was a cloud based storage unit that would be slightly cheaper on my bill. as i had no other choice i had him install it. not only does the new device hardly ever work properly but every channel in sd is stretched and unwatchable. THEN i got a bill for $430.34! i assumed it was a misprint or they had yet to receive my last payment but under one time charges there is a charge for data usage in the amount of $214.50! what the h*** is this? *** never been charged this fee before. if its for the new cloud based box id prefer to go back to the old style! *** tried getting a human being on the phone to explain it to me but keep getting re-routed to a different robo-***** what do i do now? please help me resolve this

  Business Response

  Date: 04/19/2023

  A small number of CA customers received **** overage charges when IPTV traffic was mistakenly included in **** usage sent to Billing. This issue was quickly identified and corrected. All affected customers receive credit on their upcoming statement; we are not able to issue further credit. April **** is corrected so there is no further impact

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have an account for internet with Astound. i currently pay ***** a month. they are offering new customers internet for 25$ a month with a price lock for 2 years. meanwhile i am an established customer for ten years. when i contacted them about this offer i was told this is only for new customers. they did however tell me they would reduce my bill by 15$ for six months. (i just paid my bill. with taxes and fees my bill was only 5$ less). i get that they want to bring in new customers but i feel like they should not charge me 91$ while new customers pay only 25$.

  Business Response

  Date: 04/13/2023

  The offers online are available only as an introductory offer. $76.11 includes the internet, service protection plan and equipment rental. Customers are able to bring their own equipment and in ************************ case, this would save an extra $19.90/month *****************************************************************************************

• Initial Complaint

  Date:04/04/2023

  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.

  Called 5 times to request fiber line be buried that was left in our yard. It has been 3 months and the line is still not buried. Need resolution.

  Business Response

  Date: 04/07/2023

  This drop bury is scheduled for next week. we called the customer and left a message with the update.
  
  
  

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service 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 told my equipment was bad, so I was not getting a good picture on my TV. I was told that the new quipment meant a new account . I was quoted (for the same package) $122 per month. After the equipment was set up, I noticed I had very limited channels. When I called ASTOUND, i was told to get the channels I had before (still losing showtime and STARZ) my rate would jump to $162.69 per month from $146 per month. The lady that took my initial order, outright lied to me to get me to switch to a higher rate. I want what I had before.

  Business Response

  Date: 04/07/2023

  A change of service order was completed to reduce the rate to 121.13 for basic cable and 300mbps internet. Signature cable was added back the same date and $162.69 is the rate for the signature cable and 300mbps internet service. There is a future scheduled adjustment to reduce the bill by -26.00/month. This monthly $136.69 rate is better than the best available price we have for this level of service. 
  
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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:

  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.

  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:

  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 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,
  
  
  
  *** ******