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

  28 West 23rd Street 11th Floor New York, NY 10010

• 

  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

• 

  Astound Broadband by RCN

  575 Madison Ave Fl 3 New York, NY 10022-2511

• 

  RCN

  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:08/14/2022

  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.

  RCN cut cable in cable box and wont send someone to fix / give a time frame to resolution. They sent out a tech on Saturday and said he cant fix it and they will need to send construction out and said they cant schedule anything.Tried to schedule something after spending an hour trying to get a human on the phone to be told I will be reached out to at a random time M-F from 8-4 for it to get fixed. Seem to ignore the fact I cant work without internet as Im remote.Only been w service 10 days and told cant get refund or credits for this because they cant do it while my internets down ? That doesnt make sense.

  Business Response

  Date: 08/19/2022

  We have escalated ************************ concerns to our construction team and they stated they will contact the customer to coordinate the pending construction work. 

• Initial Complaint

  Date:08/11/2022

  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.

  I signed up for service via their sales rep on in early-mid April 2022. I was very clearly offered a promotional package of 44.99 for 1 gig internet, with a free modem, and a $200 gift card after 2 months of service - these promotions are clearly visible on their sales reps facebook page. I was told it would be installed and ready by move-in date on April 30, 2022.
  
  When I moved in, after many calls, it was not installed. It took nearly a month to finally be installed, and they offered no explanation as to why. By that time, they had an even better promotion of free HBO max for 12 months on top of the prior rates. My account was also set-up incorrectly with regards to email and address, so I was not notified about my first bill until it was late - either by mail OR email. They charged me a late fee despite their mistake. Additionally, despite the extreme inconvenience, I was still charged an activation fee. Lastly, during installation they falsely stated their optional $10/month Eros was mandatory and installed it without asking me first; it has been nothing but faulty signal-wise, and I have just now been informed it's optional after calling in.
  
  I'm currently being charged 49.99 (instead of 44.99), a "one time fee" of $1.00 (with no explanation), taxes of nearly $12, the $10 for the Eros, and they've told me I'm no longer qualified for their gift card as I was late paying my bill despite their mistake of never notifying or sending it (the date was never clear as it was installed late anyways).
  
  I would like a refund for my Eros (it never worked anyways and constantly dropped signal), my bill adjusted to reflect my promotional pricing, my $200 Visa gift card as promised, the HBO max promotion, and my activation fee refunded. This has been nothing but complete deliberate misrepresentation at every step. Attached is the first contact I was able to have with them and the date they corrected my contact and account information, again only after I had called.

  Business Response

  Date: 08/19/2022

  We have reached out to the local market to determine if the customer will be receiving the gift card offer, although the first statement was past due. There is an open case for your reference, this case number is *******

• Initial Complaint

  Date:08/10/2022

  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.

  Over the past several months to a year our internet service with RCN has been increasingly getting worse. It started with the Wi-Fi cutting out sporadically and then up to several times a day. Had a few technicians at my home and we settled on a new, upgraded router. Seemed okay for a bit but then started up again within a few weeks. More calls, more technicians, same story of how this time it was promised to be fixed. Most recently, within the last 2 months we are losing internet entirely. The only way to get it back is to reset/unplug the modem and have it reboot. For someone who works from home this is unacceptable. I need someone to give me a real fix here. No more touch this, turn that, pug/unplug things. For weeks now we were told to have the technicians escalate the issue but each one has ignored us. I do not need new wires in my house, I do not need a new box set up outside, I do not need the lease (?) time adjusted on my equipment, I need the internet to actually work uninterrupted and a refund for the lost time to both my personal and work schedules to accommodate at least a half dozen techs in the recent past. Here are some real facts: Today internet went out at 10am, 12:25 pm and 2:39 pm. For history, on Feb 13th the service was out at 11:14, 11:39, 12:44, 1:01, 1:49, 1:59, 2:28. A tech came and gave us a new set up at 3:14. On Feb 14th the first occurrence of outage was 8:46 am. I stopped keeping track. Now imagine this for another 6 months.

  Business Response

  Date: 08/18/2022

  A technician visit 08/06/2022 ****PM determined there was an inside wiring issue. We see 9 interruptions in the signal to the modem since the visit and suggest calling ************** 24/7 to schedule another technician visit.

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: 17699736
  
  
  I am rejecting this response because:
  
  
  
  Complaint: 17699736
  
  
  I am rejecting this response because:
  
  I have had at least a half dozen technicians in my house over the past 8 months. The last technician said the wire was loose and that tightening was the solution to all my problems. It clearly was not the solution nor was it a bad wire, bad outlet, old router.... or any of the other various reasons I have been given. A supervisor has been notified so we will see what happens after that. But for the record I have noted 14 outages since the visit.
  
  
  Regards,
  
  
  ***********************
  
  
  Regards,
  
  
  ***********************

  Business Response

  Date: 08/19/2022

  A follow up visit has not been scheduled yet and the modem last lost connection around 6:17PM on 8/17. 

  Customer Answer

  Date: 08/29/2022

  [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:
  
  In reference to complaint ID ********, issues still continued so yet another tech was sent to my home.  The most recent ticket was set to be a supervisor visit but the person sent to my home was in fact not a supervisor.  I think this may have been in my favor because **** was wonderful.  Unlike the several contracted technicians, **** stated he was an actual Astound/RCN employee and it seems to have made all the difference.  Not only did he check the same/usual things he found an issue with a wire others either didn't check, didn't check thoroughly, or simply ignored.  Additionally, he acknowledged there are issues with the equipment we had and made sure to not only give us upgraded equipment but he took it upon himself to ensure we were not charged anything additional for it. Since the appointment we have had no dropped internet that we are aware of any only small pockets of time where the ***FI seemed a bit weak.  Hopefully someone gives **** a raise!

  At this time this ticket can be considered closed.

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

• Initial Complaint

  Date:08/09/2022

  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.

  Astound has failed to provide service to my address. I have been in a conversation with them since last week about the lack of land line service to this address. They gave me an appointment a week away and refused to address the fact that I need my phone for business calls because the cellular phone is unreliable.My last chat was with ****** who talked to be about the weather and staying hydrated instead of addressing my concerns.

  Business Response

  Date: 08/10/2022

  On Fri, Aug 5, 2022 at 5:04 pm we were contacted to set up a technician visit for 08/12/2022 *****P which is our soonest availability. We have an escalation case entered and if anything sooner becomes available, we will reach out to reschedule with **************. There was a Long Distance call completed 08/05/2022 7:38 pm and the phone modem is currently in service. Credit has been applied for service charges 08/05-08/12/22. 

  Customer Answer

  Date: 08/10/2022

  
  Complaint: 17693103
  
  I am rejecting this response because: The business has poor customer service.  I have told them several times that I need the landline for business purposes and that a whole week's time is excessive.

  They refused to answer questions concerning priorities.  I feel that they are too rigid and non-customer friendly.
  Regards,
  
  *****************************

  Business Response

  Date: 08/10/2022

  Technician visits are scheduled based on our availability and the customer has the soonest available appointment. We will forward this feedback to our customer service department management team. 

  Customer Answer

  Date: 08/11/2022

  
  Complaint: 17693103
  
  I am rejecting this response because: it does not address priority.  My landline has been down for a week. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/11/2022

  The landline is working on our end and we are able to call and get voicemail. The ringer on the phone may be off or there may be an issue with the receiver which we do not cover. We do still have a technician visit for our soonest availability, tomorrow, 08/12/2022 *****P

  Customer Answer

  Date: 08/11/2022

  
  Complaint: 17693103
  
  I am rejecting this response because: All 3 phones are dead.   They told me that it was the battery when I last spoke with them.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/12/2022

  A technician is coming out today between ***** to resolve the issue with the phone. This is our soonest availability.