Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

731 total complaints in the last 3 years.
296 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:10/05/2022
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.
On September 04th ive canceled my agreement with this company in on September 5. *** sent them a returning package with all the Internet equipment there was in my house. They stated that they received the box, but the box was missing one equipment which I told him that was all in there and their warehouse was responsible to lose it. Now theyre trying to charge me for $157 for any equipment that was misplaced or lost by their warehouse, and after six weeks of calls in talking to managers, they keep insisting that the warehouse is not responsible for this.
Business Response
Date: 10/13/2022
9/21 Autopay was denied, and we charge a $25 autopay denial fee which is included in the outstanding charges. The remaining $132.30 in charges is for the unreturned eero beacon. The ******************* router box had 2 satellite pieces called beacons with night lights and only one was returned according to the warehouse. We are following up to confirm.
Customer Answer
Date: 10/13/2022

Complaint: 18172205

I am rejecting this response because:

I've mentioned to Austound in 3 different ticket s that were closed by them and spoke with 4 managers already. all the equipment was returned and heavyly packed with bublle wrap in order to avoid damage. In my opnion their warehouse lack of check was not able to see carefully inside the box and toss it away with the beacon in it.
I've got 2 confirmations from Austound saying that they wont charge my card but because of the lack of response and lack of responsability from their warehouse I've locked my Credit Card and soon enought they've tried to charge.
On my 4 ticket I was told that they would call me in 72 hours after friday Oct 07th and so far they have not called yet.

Regards,

***************************
Business Response
Date: 10/19/2022
The equipment was removed from the account 10/13. The account was disconnected Sat, Aug 20, 2022
Initial Complaint
Date:10/03/2022
Type:Product 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.
On June 6, 2022, I cancelled my cable service with *********** in **** Arundel County, ********, because I was moving to a new address. I didnt know at that time that *********** would merge with Astound Broadband. The address I had at the time of the cancelled service was: ****************************************************************************************************************. When I returned the cable equipment at the then *********** office I was told that I was due a refund of $66.07. I was also told that this refund would come within 2 months. I have not received this refund despite going to the new Astound office twice. The last time I went there I was told that I should receive this refund by the end of September. I am still waiting. Please send me the amount owed to me.Thank you.************************* ************
Business Response
Date: 10/06/2022
We do not have account information for the Broadstripe customers who have disconnected before the transition, so we reached out to Broadstripe and they have stated that the refund will be issued within the next refund batch (Check Refunds are processed once weekly and mailed out on Monday)
Initial Complaint
Date:09/29/2022
Type:Product 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 PURCHASED A INTERNET SERVICE AND HAD TO MOVE. WHEN I MOVED INTO MY NEW APARTMENT THEY WERE NOT ABLE TO PROVIDE SERVICE. HOWEVER I PAID FOR SERVICE FOR ENTIRE MONTH. I NEED MY MONEY REFUNDED BACK TO ME BECAUSE I HAD TO GO WITH A NEW INTERNET PROVIDER RCN WILL NOT REFUND ME AS REQUESTED
Business Response
Date: 10/12/2022
Service was disconnected Fri, Sep 2, 2022 and the last payment we received was 09/02/2022 ******* for service charges between 08/04/2022 and 09/03/2022. A refund of -$6.11 will be issued within 30 days.
Initial Complaint
Date:09/29/2022
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.
About 5 months I subscribed to astound RCN services. At the installation, it was necessary to run a cable from the connection box located at my neighbors yard to my property. It was informed it would occur in few days.5 months past and several requests made, the cable has not been buried.Accidents already happened, inclusive with children, when people get their feet tangled in the wire and fall.
Business Response
Date: 10/06/2022
Our construction team is calling **************** today at **************
Initial Complaint
Date:09/27/2022
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.
An Astound tech had to run cable in our backyard in mid-July 2022 and said that it would be buried in 3-5 weeks. As of 8/31/22 it was not buried. I called Astound customer service and they said someone would call me back within 48 hours. I never received this call. It was extremely frustrating getting to a human through their menu - nothing applied to my situation. I wasted time on many menu options. When I asked about how I could directly get back to them, all they would do was to give me the same phone number Id called in the first place.On 9/15/22 my husband called this number again because the cable was still not buried and we had not been contacted. He got the same response, and now the supposed return call was 3-5 business days. He asked the rep how to get back in touch and got the same runaround. When he pressed the issue, the rep said he got on the phone (during my husbands call) with someone to specify that we get a call back that same day. We never received any call this time either.I looked up Astound/RCN executive emails to contact appropriate people, and every email I sent came back as undeliverable. I got a survey from RCN after the techs visit that I completed and submitted on 9/2/22. Question #6 asked for additional comments and said "If you'd like one of our **************** staff to get in touch with you, please include your request and contact information in this space. Comments are mailed directly to the ****** of **** President of *************** The last sentences in my comments said "Please contact me at(my email address) to resolve this problem ASAP. It will be enlightening to see if I am actually contacted, and when." I was never contacted by ANYONE at Astound. It is clear that the **** President of ************* does not care about customers.Winter is coming and this cable must be buried. I want a rock-solid date and time very soon that this will be done, and the direct contact info of the person who will make this happen.
Business Response
Date: 10/06/2022
Our construction team is reaching out to the customer today to arrange the wire burial, we apologize for the delay!
Customer Answer
Date: 10/06/2022

Complaint: 18137181

I am rejecting this response because:
The contact from RCN was a general text to me saying that they would have a crew in the area to bury the cable this week. I specifically asked, in my complaint, for a solid date/time and contact info for a person in case a problem remains, and I got neither. Due to previous experience I have no confidence that the cable will be buried this week. If it is not I will have to continue to pursue this through BBB rather than being able to resolve it directly with Astound. I would expect that my rejection of their response would not result in them not burying the cable. I rejected it because they did not provide me the information I need. I still expect that they will bury the cable this week.

Regards,

*************************
Business Response
Date: 10/14/2022
Our construction team stated that they will provide a timeframe for the customer to expect the burial.
Customer Answer
Date: 10/14/2022
[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:

The business did contact me, buried the cable that same day and again contacted me to confirm it was buried, so the matter is resolved.
*************************
Initial Complaint
Date:09/25/2022
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.
On Sept 21, 2022 RCN disconnected my secondary landline phone line without my permission and without reason, I'm assuming it was accidental since I've never been late or missed a payment.I have been continously calling them to resolve this mistake but to know prevail. I've spoke to dozens of customer srv people and have been put on-hold and then mysteriously disconnected. I have emailed the *********************, CEO on 9/21/22 and has not received an email, phone call or any response.I need my secondary landline because I am caring for a disabled mother that's on oxygen and her ********* *********** uses the secondary landline.I also have had the phone number for over 40 years and I donot want to lose my phone number due to RCN unauthorized disconnection.I would like delivery on my same phone number to be active again.Please Help!! Thanks.************************* ********************************************************************** cell# ************ email: ********************** RCN customer account# *************** Thanks You
Business Response
Date: 09/28/2022
I spoke with **************** and she explained that the issue has still not been resolved, even after a technician visit 9/23. We set her up for another visit 9/29 12-2PM to resolve the phone service issue. We also applied credit for all service from 9/21-9/29 totaling $41.78
Initial Complaint
Date:09/23/2022
Type:Product 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 been a customer with ********************** since 2019. I have signed up for the $34.99 a month plan and have been paying ridiculous amounts of money every month. Anywhere between $48 to $68 no matter what. I have contacted RCN over 20 times and complained about these hidden "late fees," hidden "restoration fees" and all types of stipulations that I am never notified of. Right now there is a "one time fee" of $51 in addition to the bill. I have paid the bill down over and over again. I have spent hundreds of dollars at a time and can never seem to get a straight consistent bill. I even resorted to slowing down the speed for a cheaper plan, and that hasn't seemed to help. I just applied for the *** because this is not affordable. I am not the first customer that I see have been complaining about the same problem. I am very unhappy with this, and am always afraid of my service being in jeopardy for my 2 young sons.
Business Response
Date: 09/28/2022
I spoke with ************************ and explained that she has the lowest monthly rate before est taxes/fees of $37.99 for 250mbps however, she stated she had ACP approval so we escalated a case for this to be applied to her account with the fully covered 150mbps. I waived $100 in late/restoral fees she was charged between May and September, 2022 and she has an outstanding balance of $73.10 due 10/11. The full $30 ACP benefit will be applied beginning the next billing cycle.
Initial Complaint
Date:09/23/2022
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.
I am paying for internet that does not work. This company does this at least once a year where they purposely slow down the service, then offer to send a tech., which they always bill for, ultimately to force you to buy new equipment....After 2 hours, I was able to speak with a supervisor names ****** who was completely incompetent and rude. I need my money back.
Business Response
Date: 09/28/2022
I called and left a message for ******************* with my direct contact information so we can discuss this issue. We will need to schedule a technician to resolve, as the speed tests recently indicate a lower than provisioned speed. If the customer does not agree to schedule a technician visit, we are unable to further troubleshoot. Their customer-owned modem may be the cause of the issue, as our troubleshooting tool indicates: The modem is operating in Partial mode. This may negatively impact service and could indicate a problem with one or more Upstream or Downstream channels.

Customer Answer
Date: 09/28/2022

Complaint: 18059439

Hello. I called ***** back and hope to hear back soon.

Regards,

Mayo Az
Business Response
Date: 10/06/2022
I spoke with ************** and we scheduled a technician visit for testing the speed to the modem directly. We can not guarantee wireless speed. Also, she had an issue with the representative she spoke with 9/14, so we are going to review the interaction and submit any necessary feedback to their management team.
Customer Answer
Date: 10/07/2022
[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,

Mayo Az
Initial Complaint
Date:09/22/2022
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.
On 9/21/22 I called astound as a wire had been cut in my neighborhood. The customer service rep I originally spoke with was nice and stated he put in a ticket that a wire had been cut and someone would reach out soon as he put in as an emergency. As of 9/22/22 late afternoon and multiple calls I'm told the ticket has been submitted . In meantime my neighbors who had wire cut by different service provider had someone out within 30 mins and it was fixed . My neighbor With astound that is out of service also was told that if more people would call then it would expedite but they would be out Saturday -9/24/22 to fix . I'm at a loss as this is the worst customer service experience ever . Does dispatch even read the tickets that are considered emergency???
Business Response
Date: 09/28/2022
There was a disconnection request placed 9/25 for Wed, Sep 21, 2022. A construction case was entered 09/21/2022 5:40 pm, however, the visit that was scheduled for 09/27/2022 was cancelled when service was disconnected.
Initial Complaint
Date:09/17/2022
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/Astound Broadband continuously sends junk mail to our address. Months ago, I asked them to stop sending us mail (via the form on their old website). To this day, we keep getting mail -- often 2-3 flyers per week. I don't have time to call customer support or waste time on a chat line when I already submitted a formal request. I want RCN/Astound to take us off their mailing list immediately.
Business Response
Date: 09/21/2022
The address has been marked to no longer receive marketing materials through the **** as of 9/21/2022. This may take up to 30 days to take effect.

Customer Answer
Date: 09/26/2022

Complaint: 18040908

I am rejecting this response because:
30 days is too long. We have already received additional spam from this business today. I have repeatedly asked Astound to stop sending us mail and they need to stop now.

Regards,

************
Business Response
Date: 09/27/2022
Due to automated printing schedules and items that *** be in process with the **** the company is unable to guarantee that no advertising will be sent within the the 30 day time period. Please recycle or discard any correspondence you receive for the remainder of this time frame.
Sincerely,
Astound Broadband, Powered by RCN

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