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

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  10000 Derekwood Ln Lanham, MD 20706-4387

• 

  RCN

  196 Van Buren St Ste 300 Herndon, VA 20170-5337

• 

  Astound Broadband Powered by RCN

  6600 Hank Ave Evansville, IN 47715

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:06/12/2023

  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 filed a request for connection disconnection and was assured that the services would be terminated by June 3rd. However, I have been charged for the entire bill cycle, including the next cycle, despite returning the equipment on June 7th (which was received on June 9th).
  
  Furthermore, during my conversation with your representative, I was explicitly advised not to make any payment until the updated bill was issued after the return of the equipment. I have now discovered that additional late charges have been added to the bill, and I am being asked to pay for the entire billing cycle.
  
  I kindly request your immediate attention to rectify this issue.
  
  Account Number: ***************

  Business Response

  Date: 06/13/2023

  The disconnection has been backdated to June 3 and the final outstanding balance for service charges from 5/11/2023 to 06/03/2023 is $44.04
  

  Business Response

  Date: 06/28/2023

  34.27 was paid 6/28 for service charges 5/10 - 6/2
  

  Customer Answer

  Date: 07/05/2023

  [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:06/11/2023

  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 had RCN internet for the last couple of years but they raised their prices and so i decided to cancel my subscription and migrate to a new service. I contacted support and they outwardly refused to cancel my plan unless i paid an additional $80 to have a technician come pick up the router. I asked for an alternative and they said i could pay to have it shipped. They also confirmed that my plan would continue being charged until they received the router. This is wildly predatory and under no circumstance am i going to continue to pay for a subscription i no longer need. I am going to be freezing any additional payments on my banks end but i dont want any retaliatory response from their team when i do, and based on how their customer service spoke to me, i fully believe they will pursue this.

  Business Response

  Date: 06/13/2023

  On 06/11/2023  4:08 pm, Mr. ******** reached out to us to disconnect, our policy is that if a customer is using our equipment, we stop the bill 10 days out or the day we receive the equipment. We would charge for a technician visit to pick up the equipment, but we offer a method of returning the modem for free with a prepaid FedEx label at ******************************************************************************** The rate increased as a 3 year, no contract pricing promotion applied on 05/30/2021 went into the third year of pricing at $73.85/month including est taxes and fees. As a courtesy, we will disconnect the service and stop billing effective 6/11, however, the modem and power cord need to be returned as soon as possible either to a local office or through FedEx with the prepaid shipping label. $35.43 is owed for 05/30/2023 through 6/11/2023. 
  
  
  

  Customer Answer

  Date: 06/13/2023

  [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. I have mailed out the equipment and apologies for any  miscommunication. Once confirmed that the account has been closed, I can pay out the remainder of the bill. 
  
  Regards,
  
  
  ******* ********

• Initial Complaint

  Date:06/11/2023

  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 had RCN for years and they were the best. Then a year or 1 or 2 years ago Astound acquired RCN and the nighmare began.
  
  Since August 2022 I have been calling Astound up telling them that my internet was unstable and dropping; starting in January 2023, it started to get worse and I called dozens of times per week. They sent out "technicians" and the technicians said it was the "outside telephone poles", but said that was a separate division and couldn't be contacted, but they would put in a work order. I repeated this same scenario several times since January 2023.
  
  Starting in April, my internet would drop dozens of times per day, I work from home and started only using my telephone hotspot to conduct Zoom, etc meetings. I called Astound several times per week, telling them they have failed to provide internet and failed to even send a tech to the "outside telephone poles" to fix it. I told them, refund my last 2 months (February and March), since I have failed to have consistent internet.
  
  After a month of calling almost daily (early May 2023), I told them to just disconnect me and refund my last 3 months. I cancelled my credit card (so they can't keep charging me) and disputed my charges, due to failure to provide the services I paid for.
  
  Astound just sent me a bill for for 3X my month charge and is threatening to send my account to collections if I don't pay. I called and told them the story and they told me they understood, but didn't have the power to remove the charges. They promised a "supervisor would call" and resolve the charges after speaking with me. No supervisor ever called me, and got another letter threatening to send to collections.
  
  You can't bill me for internet, if you fail to provide internet, simple as that. Having a weak signal for 35% of the day doesn't count. I called maybe 90+ times over the last 6 months.

  Business Response

  Date: 06/13/2023

  Unfortunately, 5/26/2023 service was disconnected so we are unable to see the connection history to the modem, however, the last technician visit scheduled was 02/21/2023 and prior to this visit, there was a technician visit 12/30/2022 $64.76 was owed 5/30 for service provided 05/08/2023 through 06/07/2023. On 5/18, out of service credit was applied in the amount of -32.99 and a technician visit fee from the visit in February was waived, crediting -$79.95 to the account. Credit was applied for $-45.33 05/18/2023 - 06/07/2023 as service was disconnected 5/26, however, on 06/02/2023, the customer charged back $144.71 and $64.76, so $115.96 is owed rather than a refund of -93.51 that was going to be due back. 
  

  Business Response

  Date: 06/28/2023

  $209.47 was charged back on the credit card, so rather than a refund owed, 115.96 was paid 06/16/2023
  
  
  

  Customer Answer

  Date: 07/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  You have no business charging a customer when you fail to provide the service that was paid for.  I contend you owe me for 8 months for unusable internet.  The rep on the phone agreed to refund me 2 months because I had no internet for the last 2 months.  Then you send a collection agency to collect 2 months of service that you failed to even provide me.  I have requested arbitration several time, but this company refuses.

  This company is predatory.  They try to ruin the credit and steal the money from their customers, after failing to provide minimal services for 8 months, and 2 months of no service whatsoever. 

  I'm glad I can drag Astound by RCN through the mud publically, so that future and current customers know what kind of horrible company this is.

  Refund my money or agree to go to arbitration.  Any other choice is predatory.

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

• Initial Complaint

  Date:06/07/2023

  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.

  Astound was digging in the neighborhood to deliver service. During the process they damaged several irrigation systems. They damage mine on 5/10. Spoke to crew and they stated someone would be out to repair the next day. No one showed to repair. We have placed three phone calls with no progress to repair. To our knowledge other damages irrigation systems have been fixed or a scheduled repair date. Case number: *******

  Business Response

  Date: 06/09/2023

  Our SR Construction Manager will reach out to Mr. ***** and provide an update ASAP. 
  

• Initial Complaint

  Date:06/06/2023

  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.

  After moving, I discontinued service on 6/2 and confirmed that I no longer had internet access. I am still receiving bills for the next month and being told by customer service that the service can't be disconnected until 6/8, even though it already has. Super shady.

  Business Response

  Date: 06/08/2023

  We were contacted 06/03/2023 10:14 am requesting a disconnection and billing was adjusted to reflect a disconnection on 6/3/2023. The billing cycle ended 6/4 so there is a 1 day credit on the account totaling -$1.67. 
  

  Customer Answer

  Date: 06/08/2023

  [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 *********  My account has been correctly updated to reflect no additional balance due and is correctly now shown as closed.  It would have been great to have gotten the same result via normal customer service channels, however.  It's unfortunate that a BBB complaint was required to correctly update my account for a routine cancellation of service.
  
  
  
  Regards,
  
  
  ***** *******

• Initial Complaint

  Date:06/06/2023

  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.

  Made several attempts and requests to have cable buried after installation and keep getting the run around and no solid answers it’s been “escalated” 4x if not more. They at one point completed a ticket saying it was complete when they were never out. The entire process to get the cable buried has been insanely impossible. Please help!

  Business Response

  Date: 06/08/2023

  We reached out to our construction department regarding the wire burial request and they will contact the customer today to communicate a timeline for resolution. 

  Customer Answer

  Date: 06/13/2023

  [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:06/02/2023

  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 contacted Astound/RCN on May 17, 2023 via chat to disconnect my internet services. I was assured it would be disconnected and service canceled effective within 24-48 hours. On May 30, 2023 I received a Bill for Service period of May 26-June 25th. I contacted them again on June 1st and found no record of my request and was informed they don't keep transcript history. I then asked to speak to a supervisor and was told someone would call me within 2-3 hours and never received a call. I contacted them again on June 2nd and after speaking to manager was told disconnection would happen effective June 2, 2023 and would receive an email (which I still haven't). I told him I would not be paying the current bill and would just eat the 9 days @$4.39/day + $26.96 credit on my account, which I thought was more than fair after having to contact them 3 times and could have asked for the full $66.49 back in refund and not pay the additional $35.12 that they want me to pay. He told me I was still responsible for payment up until June 2nd which is an additional $35.12 I will be responsible for. I will not be paying my bill effective 5/26 and again willing to eat, because perhaps I should have followed up after not receiving communication sooner, again this is due to bad customer service and business policy. I do not want the unpaid bill to go to collections and effect my credit score. The account is also in my name and I have asked for last name to be corrected many times (******* ****** and name is ******* *********) and gave up on that hope. I have attached the transcript history that I copied as they refused to provide me with a copy of it.

  Business Response

  Date: 06/08/2023

  We backdated the disconnection to 5/17 per the customer's request and billing was stopped effective 5/17. The credit balance for overpayment of -$53.79 will be refunded within 30 days. Please call us with an updated address if the mailing address has changed to ensure that the refund check is received. 
  

  Customer Answer

  Date: 06/08/2023

  [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:06/01/2023

  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 have spent the last 3 days trying to get my service working and I likely can't get it up until next week. I moved to ******* from out of state and this is the only internet option for my apartment building. First Astound misinformed me that my equipment delivery required a signature. The ***** driver recorded my delivery as a failed attempt after not attempting to deliver. I was home all day. When I called *****, they informed me that the package needed no signature and would be delivered the next day. So my equipment very well could have been delivered prior to my arrival if the Astound rep had the correct information.I was given a modem, 2 routers, and an ethernet cable. There was no coaxial cable, I had to go out and buy one. Internet still didn't work. Customer support told me they could get a technician out next Monday. I work from home with security sensitive material and it's risky for me to use public wifi. I told 4 tech support reps and 2 of their supervisors this. They refuse to try to help and claim I can't talk to anyone above them. They don't have enough technicians to support an emergency like this. I made an appointment to have a tech come out and had it escalated for sooner service. I went to an Astound location to exchange my router and get a new one. Here I was informed that I was not only mailed the wrong type of kit for self home installation, but they mailed 2 routers and shouldn't have. This kit was completely haphazardly put together. I came home to plug in my new equipment and it still doesn't work. They still can't get a technician out until Monday, maybe sooner. I make $25/hr full time and so far I have missed 3 days of work because of this company. I'd like to be reimbursed for the time I'm missing due to their incompetence and lack of company resources. I've moved around and installed my own internet many times. This is absolutely unacceptable service and it's costing me money and negatively affecting my job performance.

  Business Response

  Date: 06/02/2023

  Astound was not the last provider to service this address, which is the reason self-installing did not work. A technician visit is scheduled for today to install the equipment for internet service. The eero router selected does include 2 pieces which were both necessary for WiFi and returned to **.  The eero router comes with two devices, this is for an extended WiFi signal. A $25 credit was applied to the account and we do not compensate consumers for time lost at work due to internet connection issues. 

• Initial Complaint

  Date:05/31/2023

  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.

  Astound says theyll send $200 gift cards when you sign up with them but they never send the gift cards. I have contacted them three times requesting the promised gift card and each time the customer service representative says they have created a claim and nothing happens.

  Business Response

  Date: 06/02/2023

  The amount of any gift card offer varies by package at the time this promotion was offered. 

  Order Placed:

  Install date: 11/13/21
  Services: 200 mbps
  Coupon/Sales code: 
  9229 $50 Gift Card Promo
  Gift card amount: $50
  On time payments: Autopay
  Email address: ******************
  Mailing **************** Address

   

  CREATED 5/31 AND CARD WILL SHIP SOON. CARD TO ARRIVE WITHIN 4 WEEKS.
  The account was disconnected with ** effective 6/1/2023

  Customer Answer

  Date: 06/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have an internet cable in our yard that needs to be buried. I called on 5/10/23 and was given a case number (#*******) and was told to expect a call with 3 business days to schedule service. I never got the call. I reached out again on 5/18 and was told to expect a call by 5/23/23 to set up service. I did not get a call. I reached out again on 5/23/23 and spoke with ********. He gave me another case number (#*******) and was told I would get a call within 3 business days. I did not receive a call. I called again on 5/30/23 and spoke with ******. She issued another case number (#*******) and was told to expect a call within 3 days. I told her that no one ever calls and I wanted to speak with her supervisor. She told me that wasn't possible. I asked for a different number to call and was told there wasn't one available for me. Our Astound account number is *************** and the account is in my husband's name, ***************************. I am at a loss as to how to go about getting this company that we pay each month to come out and bury this cable in our yard.

  Business Response

  Date: 06/02/2023

  We have escalated this to our construction team and they will reach out to ******************** to arrange wire burial.