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

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

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  7921 Woodruff Ct Springfield, VA 22151-2129

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: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.

  Hi,When I signed up for internet service with Astound on 5/6/25, the *** I talked to said my bill would be $0 per month with no extra charges (indefinitely) because my building had a bulk order agreement with the **** Everything matched that price for the first month. I was never emailed or texted anything with a price set.Then, on my bill dated 6/16/25, I was charged $251.77. I did not ask for this, I never saw it in any emails, and no one warned me it was coming. I was billed again in July, again, without any notification,I called customer service on 7/21/25 and even spoke to a supervisor. They told me my building isn't actually under a bulk agreement even though I was promised one when I initially signed up. I never got any notification of a price agreement or the subscription cost for if I wasn't under a bulk ************ on a tight budget and planned my finances around the price I was promised. This surprise charge is unfair and feels like the company completely changed the deal after I signed up.After calling Astound RCN on 7/21, I was told by the *** that my building was supposed to tell me that the bulk agreement was removed, but I never got any communication from either the building about that OR Astound about what my new monthly price was. I was still under the impression that my internet was free, up until 7/19 when I FINALLY got an email about an overdue charge (from June, when they billed me initially without telling me ANYTHING). That is why I called on 7/21. The fact that I was never told any price, emailed about anything, is ridiculous. After calling on 7/21, I downgraded my plan for the time being (and was finally told what my monthly bill would be) and was told that all the previous bills still had to be paid. I had never agreed to those prices and was never notified of them by anyone.

  Business Response

  Date: 07/30/2025

  Reached out to the customer to go over options to place them into new customer pricing. They currently have a disconnect work order. So in case they changed their minds and wanted to stay under new customer promotions left a voicemail advising of this and provided my department contact.

• Initial Complaint

  Date:07/21/2025

  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.

  Im not even able to get into contact with Astound through either of their customer service lines: ************** and 1(800)-8686. When asked about my need the phone will hang up. If Im on hold the phone will hang up. I asked for a call back, my phone lit up and hung up as if someone called and immediately ended the call before I could answer. I am trying to cancel my service and if the only way to cancel service is through the customer service line this is unacceptable and unnecessary. Im not even able to get through to a store location to see if I can cancel service in person. Which shouldnt be required if youre meant to do it via the customer service line. There is no official email to reach out to astound to.

  Business Response

  Date: 07/28/2025

  Spoke to the customer regarding disconnect request, educated our policy about none prorated billing with data disconnects. The customer understood, advised of current billing being the last payment that will process for the dates of 07/23-08/22, and we have scheduled for equip p/u for 08/18 Monday since ONT is bolted to the wall. 

• Initial Complaint

  Date:07/19/2025

  Type:Order 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 am filing a complaint regarding a charge from Astound Broadband for internet service I did not sign up for or authorize. I moved out of my apartment (*****************************************) on June 12, 2025. Internet was included as part of the lease and set up by the apartment when I first moved in. I was never told that an individual account was created under my name.More than a month later, I received a bill from Astound totaling $126.47 for services from July to August, after I had already moved out and had no access to the modem or service. I was not aware of this account, never activated it myself, and never agreed to be financially responsible for the service.Astound told me they only provide the service and the billing arrangement is between me and the apartment building. They refused to remove the charge and threatened to send my account to collections unless I paid. I was forced to pay $126.47 on July 17, 2025 under protest only to protect my credit score.Astound also told me to seek reimbursement from the apartment, but provided no assistance or accountability in resolving the issue. I believe I should not have been charged for a service I neither signed up for nor used, and I request a full refund of the amount I paid under protest. I also ask for confirmation that no further charges will be billed under my name.

  Business Response

  Date: 07/25/2025

  Spoke to the customer, advised the pending disconnect just has to be completed for a tech to disconnect from the tap, once completed they will receive a new final billing with a stop bill date of 06/09/2025. Anything charged after that date will be refunded.

  Customer Answer

  Date: 08/09/2025

  
  Complaint: 23625620
  
  I am rejecting this response because:
  

  I checked the account is inactive as of August 8, 2025, but I have not received a corrected final bill or refund confirmation. I request the refund be issued immediately and no further charges be made under my name.

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

  Business Response

  Date: 08/21/2025

  Reached out to the customer, no answer, mailbox full. The billing cycle populates on the 10th of each month, adjusted any tax fees remaining, as of today the billing on our end reflects 0.00, the customer should see this updated balance on their online account within ***** hours. 

• Initial Complaint

  Date:07/15/2025

  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.

  RCN ASTOUND OVER THE LAST FEW MONTHS OVERCHAGED US BY AT LEAST $360! THEY GUARANTED US OF A $20 MONTHLY FEE AT SIGN-UP AND WITHIN TWO MONTHS STARTED CHARGING US $75 OR MORE!! THEY ALSO DID NOT PROVIDE US WITH ANY PHONE SERVICE WHICH WAS INCLUDED WITH INTERNET IN THE $20 OFFER! AT ONE POINT AN RCN ASTOUND EXECUTIVE TOLD US THERE WOULD BE ADJUSTMENTS BUT NOW THEY ARE DEMANDING $90 EACH MONTH! IN ADDITION TO A CASH REFUND WE FEEL WE ARE ENTITLED TO ONE YEAR OF FREE SERVICE WITH NO UNJUSTIFIED THREATS OF COLLECTIONS ACTIVITY OR ACCOUNT SHUTOFFS!THANKS MUCH!!

  Business Response

  Date: 07/25/2025

  Reached out to the customer, no answer, left voicemail providing department contact.

  Customer Answer

  Date: 07/25/2025

  
  Complaint: 23563004
  
  I am rejecting this response because:
  ASTOUND continues to charge me excessively and threaten to shut off service even though both myself and my wife are permanently disabled senior citizens who have medical documents certifying our continuing requirements for video conferencing with doctors and other medical personnel!  To this point many ASTOUND customer service **** have been unprofessional and often unsympathetic to our medical issues!!
  
  Regards,
  
  *** *********

  Business Response

  Date: 08/06/2025

  Reached out to the customer to go over billing and payment history, no answer, left a voicemail educating on credit being applied and past due payment, and balance moving forward. Provided my department contact.

• Initial Complaint

  Date:07/12/2025

  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.

  I have been with Astound since March and have paid my bill on time every time. I came in on a promotion that offer me a $100 gift card for signing up for broadband and a $100 gift card for signing up for phone services which is a total of $200. My 90 days has passed and I called Astound 3-4 times on this same issue and its still unresolved. This week I contacted them around Monday and was told I would get an email no later than today about my $200 **** gift card but that never happened. The only reason I signed up for services with Astound broadband was because of the promotions. If astound cant keep their end of the bargain Im thinking about terminating my services since astound has not kept their end of bargain. I want someone from corporate to contact me so this matter can be resolved.

  Business Response

  Date: 07/17/2025

  I spoke to the customer regarding the gift card he should be receiving. I escalated this to the correct department,

• Initial Complaint

  Date:07/11/2025

  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.

  Note: A corresponding and related complaint will be filed against *************** as from my perspective either, or both, are at fault.Issue: Phone Number Portability Problem I began the transfer of my account from ******************** to Xfinity on 7/7. I was fully paid on my account with ******************** through 8/1. At the time I began the transfer, I was given a PIN and "Account Reference Number" by Astound. I put in the request through *******'s automated app system to establish service on 7/8. It failed after multiple attempts; I initiated an online chat to Xfinity. After nearly a day of back and forth on chats both with Xfinity and Astound, both companies blamed the other for the problem. Yet, I was told 3 times by *******'s agents that the problem would be resolved by a set period of time: first, virtually immediately, second, within 4 hours, third, within 8 hours. On 7/9, I went in person to Xfinity's store and was told, again, that work on the backend was being done but that the issue was resolved and that the port would happen within 24 hours. It did not. On 7/10, I attempted to contact the ******* sales representative I had spoken to at the store, with no response. I have called both companies multiple times on 7/11. Both companies indicated that it was an issue caused by the other. Ultimately, I was told by Astound that they could do nothing more, as the line had been disconnected and the number transferred out. ******* could provide me no information as to what the problem was, and that while the issue had been escalated 3 days prior, there was no indication that anything had been done since then. Xfinity also gave me no concrete information on anything that could be done at this point, other than wait for yet another escalation to work itself out within the next ***** hours.

  Business Response

  Date: 07/17/2025

  I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

• Initial Complaint

  Date:07/11/2025

  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 returned astounds equipment on 07/02/25 and told them to cancel my service and there respond was that they need 10 days notification to shut service and that I will be charged the months fee.

  Business Response

  Date: 07/17/2025

  I spoke to the customer regarding the bill and how much she would owe. Customer is set to receive a credit to the last method of payment. I explained out disconnection policies involving internet and cable. Customer had no further questions.

• Initial Complaint

  Date:07/11/2025

  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.

  Business Name: Astound Broadband (formerly known as Wave)Nature of Complaint:Astound does not allow customers to cancel ******************** service online, even though I signed up for service through their website. They require customers to call a phone number to cancel, which often includes long wait times and unnecessary hurdles.Why This Violates California Law:Under Californias Automatic Renewal Law (Business and Professions Code Section *****), companies that allow online sign-*** for subscriptions must also provide an easy way to cancel online. Astound is violating this requirement by not offering a clear online cancellation option.What I Tried:I looked through my account on ********************* website and could not find a way to cancel online.I read their terms, which say you must call a number to cancel.I attempted to cancel by phone but experienced delays and was transferred multiple times.What Im Requesting:That Astound be required to add a simple online cancellation option.That any charges after my attempted cancellation be refunded.That appropriate enforcement action be taken to bring them into compliance with California law.

  Business Response

  Date: 07/11/2025

  We are a Missouri based company and only serve ********. This person is from ********** and has the wrong company.

  Business Response

  Date: 07/24/2025

  Reached out to the customer to go over disconnect process concerns and billing, no answer, left voicemail and provided **** contact.

• Initial Complaint

  Date:07/11/2025

  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.

  Astound constantly raises the rate without any explanation or reason. When you call they say you were on a special promotional package. They may adjust your rate but not by much. They have raised my rate many times over the last few years. They offer new customers a great deal but old customers are left with constantly raised rates. This has happen to many customers and I can't understand how this is even legal. I am done being cheated!

  Business Response

  Date: 07/17/2025

  I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 07/22/2025

  
  Complaint: 23585325
  
  I am rejecting this response because: I have spoke with this companies representatives on many occasions.  It makes no difference as they will always eventually raise your rates with no warning or explanation? I am currently looking for another provider as Astound has unethical business practices.  They should be investigated as this has happened to many long time customers. I am done with **********************. 
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 08/01/2025

  Spoke to the customer, they stated they were looking for another provider and did not want to discuss anything and then ended the call. 

• Initial Complaint

  Date:07/10/2025

  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 July 1 2025, Astound hiked my internet price by 100%.When I complained, they first told me that was because I had carried a forward balance. This was not true, and the bill showed so.When I pointed this out, they then changed their story (no acknowledgement of the lie/error), and then said that on the last page of the previous month's bill, there was a mention of the price change.This was true. In one sentence, on the last page of the bill, which I would only access by viewing their website, and opening the bill, they mention the rate change. In some sense, it is my fault for not reviewing every bit of every account statement that they ever post. But one should not have to do that to be treated honestly by a business.They had my email, and regularly send promotional messages and account updates, but they did not mention the rate change in any of those emails. They felt that it's very important that I should know that I could bundle DirecTV, but not that my rates were doubling. This is illustrative of intent; they know that most of their customers do not scrutinize every line of every statement, and so that is why that is the only place that they put notice. That's dishonest, and bad business.Then, since they don't pro-rate cancellation, I have to pay for the entire next full month.

  Business Response

  Date: 07/17/2025

  Reached out to the customer to go over the rate increase and notifications concerns, no answer, left voicemail with department contact.

  Customer Answer

  Date: 08/08/2025

  
  Complaint: 23582595
  
  I am rejecting this response because: 

  The company reached out to me, but was unwilling to address my concerns. They offered my old rate, but when I asked if this would happen again, they said yes. When I asked for price transparency, I was informed that I would not be told ahead of time what my prices would change to. The company also refused to refund me, or to pro-rate my rate for the monthly termination. Notably, when I reached out to customer service prior, they did not make any such offer. This is apparently the BBB complaint special.

  
  

  My concerns were price transparency and predictability, unexpected price changes, and the harm that I was already caused. The company was not willing to address any of these issues. The fact that they think that these are not issues cuts to the heart of the matter; they see no issue with the lack of transparency.

  
  

  They count on the fact that most of their customers will not open their statements every month and read every line of them, which is why they put it in a small sentence on the fourth page of a single monthly statement, that they do not email to the customer or otherwise notify them of, and (claim that) they expect their users to log in to the account portal to read every month. Most consumers will not do this, and they are well aware of that fact. Many consumers do not review their monthly transactions. Consumers that dont, will pay the exorbitant rates for months, and consumers that do (like me) are locked into paying a full two months at the new rate, at minimum. The fact that they craft their contract to disallow proration, and refused to make this right, makes their intent clear: they do not intend to make their money by charging a fair rate for their service, but by charging rates that their users do not know, and have signed away their rights to contest.

  
  

  What they are doing may not be illegal, but it should be.

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

  Business Response

  Date: 08/15/2025

  Reached out to the customer regarding their feedback with our notification process, no answer, left a voicemail advising I have taken this information and passed it up for feedback.