Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

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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

757 total complaints in the last 3 years.
297 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:08/01/2025
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.
Within the last 3 months my internet has cycled off and on while the lights on my modem show its not the modem. Context customer support had said it was my modem and router got a new one and the issue has persisted. In addition to losing an hour of internet throughout the day every time I have called customer service I have had to wait a minimum of 25min to get ahold of a person. Thats if I get to talk before the call ends from the bot ending the call. As of 1Aug2025 I have been waiting for a person for 40min.
Business Response
Date: 08/07/2025
Reached out to the customer in regards to service issues and trouble getting resolved. I see there was a tech appointment completed as of today 08/07. I wanted to follow up and see how the appointment went and if this resolved the issues they were experiencing. No answer, left a voicemail and provided department contact.
Initial Complaint
Date:07/31/2025
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.
In May 2025, I received notice that my monthly internet bill was increasing substantially - nearly doubling in cost. I contacted Astound's customer support, where a representative informed me that the increase was due to the expiration of a promotional rate. Acknowledging my long-standing relationship with the company, the representative assured me that a new discounted rate of $58 per month would be applied moving forward. I have documentation reflecting this agreement. However, the following month, I was billed $72 instead of the agreed-upon $58. Upon contacting Astound to dispute the charge, I was met with denial. The representative I spoke with (identified as "Ufi") claimed no such agreement existed and stated that no discount had been applied. Despite detailing evidence of the agreed-upon rate, I was dismissed and told the error was mine. Further escalation led to a conversation with a supervisor, who contradicted the earlier denial. The supervisor acknowledged that the $58 discount had been applied, but claimed that the overall package price was subsequently raised - without any prior notice - which effectively eliminated the benefit of the discount. I was explicitly told this price adjustment was done to "offset" the discount, a practice that raises serious ethical and legal concerns. Additionally, I was informed that in order to cancel my service, I would need to call towards the end of the month. I followed these instructions exactly. Despite doing so, I was later told that my cancellation was "two days late" and will be subsequently charged for an additional 30 days of service, and then after refusing, they told me I'd owe 1 cent - for service which I will not use and did not authorize being charged.
Business Response
Date: 08/06/2025
Reached out to the customer to go over billing concerns and confirm disconnect backdated, no answer, left a voicemail.
Initial Complaint
Date:07/31/2025
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 used Astound wifi for a year from August 15th 2023 to August 22nd 2024, which was installed "no contact," though it did require contact as they drilled a hole through our wall to connect their cable to the pole outside. I was given one small flat ***** **** box, with its white cord and white boxy plug, and one black cord with its black rectangular boxy plug end which had a barcode on it (I have pictures of these items if needed).When I terminated my service, I opted for the ***** return, got a shipping label on Aug 22nd, and sent everything back. By September 4th, Astound emailed me that they had not received my equipment yet and put a $297.69 charge on my account. I called on September 8th to dispute, gave them my tracking number, and a case was opened (********). Though I called another time and was told I would be emailed about any updates to my case, I received my new billing email on October 4th stating I now owed *****, and the billing statement showed a credit to most of my previous charge. When I called to inquire and further dispute, I was told that they had located the eero box and cord but were charging me now for a "black box." I explained that everything I was given, I returned, but was unable to clarify if the black box they were referring to was the small one with no lights and just one cord that I did return along with the eero, or if it was another modem or something they were claiming I had. I think another case was opened after that call but no one ever reached out to ******, as of a couple of months ago, they have sold my "debt" to a collection agency and it is affecting my credit, even though I have called several times to explain the situation. I did not dispute with the collection agency on time as I was out of the country, and now I worry that I have no option but to pay it. I would like Astound to nullify the charge, call off the debt collection, and correct my credit report.
Business Response
Date: 08/05/2025
Reached out to the customer regarding the equipment return concerns, wanted to see if we could get the pictures the customer mentioned having emailed over to help us resolve this. no answer, left voicemail provided my department contact information.
Customer Answer
Date: 09/19/2025

Complaint: 23681604

I am rejecting this response because:

I was called by someone there I mentioned to, who gave me an email to send pictures, which I did about a month ago. I have not received a response from her, so I am unsatisfied

Regards,

***** *******-*******
Business Response
Date: 09/19/2025
Spoke to the customer, went over the ONT device we saw, customer explained they were set up with a line connected to an outside device, no indoor ONT modem. Worked with the local market team to have device removed. Updated the customer of this completion and expectation for account balance updating.
Customer Answer
Date: 09/23/2025

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. The issue has been addressed now

Regards,

***** *******-*******
Initial Complaint
Date:07/26/2025
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.
My wife and I have been planning to make a permanent move to the ** for a year. In early June I asked Astound to cancel my service for Friday June 27. I was informed that they cannot cancel at a given date, and must cancel at the end of a cycle which would be July 6th.I moved to ****** on June 24th. On July 11, I received what I thought would be a final bill but instead it was a bill for July-August. I called up Astound and said there was an error. I was told that they cannot prorate costs. I told them that I was not looking for proration, I was expecting not to be billed at all for July-Aug. The lady said she would put in a work order to have the service ended, but that there was no way to remove the current charges. I explained that the work order should have been already placed in early June. She said there was nothing she could do. I told her thank you and then disputed the charges with the credit card *************, July 25th I received a past due notice from Astound. I called them up and they said that because I disputed the charge with the credit card, they could no longer accept that form of payment and that I would be taken to collection if I refuse to pay. I paid the charge using another card and was charged a (approx $3) fee.I would like to be refunded for the July-Aug billing cycle for which I had requested no service, had sold my house, and was living in another country.The total I was billed was $137.39.
Business Response
Date: 08/01/2025
Sent the customer an email since they are in another country and I was unable to reach them by phone for an international call. I had the disconnect work order updated to reflect the end of billing date 07/05/2025, which was the end of their bill cycle when the disconnect was originally requested. Educated on final statement where credit will be posted and expectation for refund process.
Customer Answer
Date: 08/07/2025
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:07/25/2025
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 have had internet service with RCN through Astound for many many years and they keep increasing the cost so I changed providers and wanted to stop service. They did stop the service but want to charge me for almost a month of non-usage since going on the billing cycle and even if one day in will charge the month even if return rental equipment. I believe that this is an unfair practice that they changed policies so that customers not aware until they do something like this. This company is not what it promises and needs to be held accountable.
Business Response
Date: 08/01/2025
Spoke to the customer, tried to go over the data disconnect policy and notice we sent out in March of 2024 giving advance notice of this policy update. The customer stated she knew all of this already and did not want to discuss it again.
Initial Complaint
Date:07/25/2025
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.
About a year ago I canceled RCN (astound broadband) for another provide due to endless fee increases. they billed me for an entire extra month for a service I already canceled. I called an attempted to rectify the issue but they refused to remove the charge or even prorate the bill. Fast forward a year and it appears they had a debt collection agency hit my credit report for a $96 bill. As I have no been an RCN subscriber for a year or a little longer I no longer have any receipts, bills or accounting information.
Business Response
Date: 08/01/2025
Reached out to the customer to go over closed out account remaining balance, no answer, left a voicemail provided my department contact.
Customer Answer
Date: 08/29/2025

Complaint: 23652374

I am rejecting this response because:
Astound did reach out to me on a Friday late afternoon and left a message. I returned the call and also needed to leave a message. I never received a return call.

Regards,

****** ********
Business Response
Date: 09/05/2025
Reached out to the customer to go over remaining balance and the disconnect policy. No answer, left voicemail, provided **** contact.
Initial Complaint
Date:07/23/2025
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 have been using astound internet for several years new customer pricing for same plan 35/mo my pricing was 70/month last 2 months they have been charging 158/month I called they agreed to lower price back done but would not refund the difference about 150 I did online chat with ***** I have copies of the pre and post change bills if needed these were automatically paid online
Business Response
Date: 07/31/2025
Reached out to the customer to go over the loyalty credit offer and our backdating options. No answer, left voicemail.
Customer Answer
Date: 08/07/2025
[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,

***** Montana
Initial Complaint
Date:07/22/2025
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.
Date of problem, ongoing. RCN is my email provider. I have been RCN/Astound's customer since 1999. I have generally been happy with their service. Recently, last two months, I have been having email problems. Presently, my email is completely non-functional. I cannot contact anyone at Astound after trying many times; I am put on interminable hold by their computer. Nobody answers the phone; there has been one exception, I chose add/remove service and a *** did answer. He told me to delete my email items and the system would free itself. I did, and there was temporary, one to two days service. ************* soon failed. Everything has frozen up completely. I need email to access bank accounts, health providers, etc. I want someone from RCN to contact me so I can free my email service. I also want some way to contact Astound/RCN if I have this problem again.
Business Response
Date: 07/31/2025
Reached out to the customer to see if we can proceed with a trouble call ticket to work on resolving the email issue. no answer, left voicemail with my department contact.
Initial Complaint
Date:07/21/2025
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 a problem with my bill going up and spoke to a person in April or May and made an arrangement. I thought my June bill was what we agreed on, and then July's bill was higher, once again. I called, and after receiving no assistance from the *** asked to have a supervisor call me back. I was told this would take ***** hours, yet I never heard from anyone. Today I received another bill from rcn for a much lower amount, without anything having been explained to me. I attemped to call, was on hold for 20 minutes, and then the call was disconnected!! I called again, and the hold time says 175 minutes, which is simply unacceptable by industry standards. If I don't hear back from someone within the week I will cancel the service I've had with you for the last 7 years. I can't keep calling you to correct bills, which is what's been happening for the last 4 months.
Business Response
Date: 07/29/2025
Reached out to the customer to go over the billing concerns, no answer, left a voicemail with my department contact.
Customer Answer
Date: 08/01/2025

Complaint: 23633651

I am rejecting this response because: Whoever left a message on my voicemail lefta number for me to contact with "option 4" and then the voicemail was full for two days. I filed a second complaint with BBB about this, and though I had a left a message with a specific time I could be reached, I was contacted while I was at work and could not take the call; the message left did not actually address my issue, and I did call back and leave a message to call me back after 4 eastern time. I did not receive a call. It is imperative that Astound take seriously the issues I've had that have led to me cancelling service after 7 years. I'm being forced to wait to cancel because though I dealt with the issues in a timely manner, I never received the supervisor call I was supposed to within ***** hours in the LAST PAYMENT PERIOD. I want the service stopped, and if I don't hear from anyone, I will dispute the charge on my credit card. I'm not even at the apartment and therefore am not using internet, so it's not like I'm benefiting. It's too bad your cusutomer service and communication has been so poor, and bills should absolutely not vary so wildly months in a row, in spite of my attempts to rectify this issue.

Regards,

****** ******
Business Response
Date: 08/14/2025
Reached out to go over billing concerns, no answer, left voicemail advising of a increase in the loyalty credit that brought down the monthly rate, provided department contact.
Customer Answer
Date: 09/11/2025

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 did receive the credit from them and was able to vent to the woman I spoke with.

Regards,

****** ******
Initial Complaint
Date:07/21/2025
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 June 6th my husband and I cancelled our service with Astound over the phone. On June 24th I returned the modem to the business. They then billed us for service on July 5th after we paid the due bill for July in full. They then credited back the bill for the July month and then charged us $15 for no reason. It's impossible to get a hold of them over the phone - wait times in HOURS instead of minutes. No clear reasoning for the charge laid out in the bill.
Business Response
Date: 07/29/2025
Reached out to the customer, no answer, left a voicemail providing my department contact as well as a request for either service address or account number in regards to the account we will be looking into.
Customer Answer
Date: 08/01/2025

Complaint: 23631165

I am rejecting this response because:

At no point did me or my husband receive a phone call. When I called they told me that they had reversed our cancel order which I submitted on 6/7 which is why we were charged that $15. They refused to accept that it was their fault and forced us to pay the remaining balance. Please contact us at **************. My husband does not accept voicemails so I'm not sure who you left it with.

Regards,

******** *****
Business Response
Date: 08/12/2025
Reached out to the customer at the provided contact given. No answer, left voicemail. Acknowledged their concern about a charge, advised in the voicemail I would need an address and or account number to pull it up and review to assist in resolving any billing concerns. Provided my department contact.
Customer Answer
Date: 08/20/2025

Complaint: 23631165

I am rejecting this response because:

at no point was an attempt made to contact me at my cell, **************.

Regards,

******** *****
Business Response
Date: 08/26/2025
Reached out to the customer today at their provided cell **************, no answer, went straight to voicemail, left a message and provided **** contact.

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