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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

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Astound Broadband powered by RCN has 17 locations, listed below.

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    Customer Complaints Summary

    • 731 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 Monday, March 24, my TIVO box was not working. I contacted the Astound **************** line where it was concluded that the box was bad. I told them that I would drive over to the facility on ******************** to obtain another TIVO box. Upon arrival at *****************************, the sign on the door stated that the office was permanently closed. Therefore, the **************** number was dialed again. Upon answering the young attendant told me that all customer service representatives should know all offices in ******** and ******* are permanently closed. Therefore, I asked to speak with a supervisor. After 20 minutes of waiting on the phone, she returned to say that a supervisor would return the call in 24 to 36 hours. I demanded that someone be sent to my home to exchange the boxes today. She said the earliest would on Tuesday, March 25 between 8 am and 10 am. Therefore, I have essentially wasted my entire Monday morning because I wanted to watch 20 minutes of a taped Good Morning American Show on TIVO. This is NOT customer service. If ******************** had customer service, they would be in my building. The only reason that I have Astound is because it is the service within the building and I live in a 600+ unit building. This is the 3rd time that I have had major issues with Astound/RCN or whatever acronym they are known by today.

      Business Response

      Date: 03/27/2025

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

      Customer Answer

      Date: 03/27/2025


      Complaint: 23108372

      I am rejecting this response because:

      This call came into my phone as a potential spam message.  When the message was received and the call was returned, it went into a AI answering system at Astound that never allowed access to the caller.  


      Regards,

      ******** ****

      Business Response

      Date: 04/03/2025

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

      Customer Answer

      Date: 04/04/2025


      Complaint: 23108372

      I am rejecting this response because: I did not receive the message. 



      Regards,

      ******** ****

      Business Response

      Date: 04/09/2025

      Reached out to the customer, no answer, left voicemail and provided callback information.

    • Initial Complaint

      Date:03/20/2025

      Type:Billing Issues
      Status:
      Answered
      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 canceled my internet service with this company for my house on January 16th at 3pm and was told that my internet service will be disconnected in less than 30 days when my last bill will be due on February 12th and that I need to return the internet modem that I was renting from them for $10 a month. I returned that internet modem on February 10th using *****. I figured I'm done with these guys and won't hear from them again. Next two weeks, I receive advertising mail from them at my physical mailbox urging me to COME BACK to their company. And that they MISS ME being part of their family. (no harm here so far). Fast forward to March 20th: I check my email to find a bill from this company due APRIL 12th. I go back and check my bank account and find out that they also charged me on MARCH 15th. I call this company to ask why they charged me for an extra month and also attempting to charge my automatic payment for a SECOND EXTRA month and they inform me that it was a mistake in their system and that they didn't PROPERLY submit the WORK-ORDER which would have put the cancelation in effect. (the cancellation that they admit they have on file since January). After that, the agent and her supervisor then inform me that they have 3 more DEVICES rented out to me that they need me to send back to them. I explained to her that the only device I had in the house, I have sent it back to them but she says it shows in her system that the old company (WOW-internet) have issued me 3 other devices and they need those back. I explained to her that I don't have any other devices and that the technicians or agents might have mistakenly issued devices to my account that I don't actually have in my house. but she insists that her system is foul-proof and that she will look for the devices in her inventory and if she can't find them, then I will be responsible for them. Even though 5 minutes earlier she admitted that her system was mistakenly charging me after I canceled months ago

      Business Response

      Date: 03/27/2025

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

    • Initial Complaint

      Date:03/19/2025

      Type:Billing Issues
      Status:
      Resolved
      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 raised their prices on me this billing cycle unexpectedly, as usually happens this time of year. However, this year, I had called into the billing dept on Jan 18th to get in front of the issue - I was assured by customer service that there would be no increase in my bill this year and that my current rate and "customer loyalty credit" (which they used to adjust the bill price for customers who actually pay attention to their billing increases and call in to complain) was good through March of 2026.

      Lo and behold, I open my bill for this month and it has increased by appx $15, despite being told in January in no uncertain terms that it would not be increasing.

      I called in to complain, per usual, and while they were able to "adjust my customer loyalty credit" to put my bill back to where it was before the random increase, they would not budge on prorating my bill for this current cycle. While the increase from the proate only comes out to about $4, its the principle here that is the issue. You can't just lie to customers that their bill wont increase, then when it increases and they call to complain, skim an extra $4 off the top.

      I should not be prorated for this billing cycle. I should pay what I have been paying and will continue to pay for the forseeable future, not $4 extra.
      When I spoke to the billing supervisors on duty today, "Chrystal M.", she was extremely condescending and snarky to me, and did not help with my issue at all.

      Business Response

      Date: 03/21/2025

      Reached out to the customer to advise of 4.00 one time credit, and rate going forward with expectation on any future rate changes. No answer, left voicemail.

      Customer Answer

      Date: 03/24/2025

      [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,


      ***** ****

    • Initial Complaint

      Date:03/14/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Dear Better Business Bureau,I am writing to file a complaint against Astound/RCN regarding an issue with my billing and service disconnect. Last week, I called Astound/RCN to request the disconnection of my service. Today, I called again to ask for an immediate disconnection since I have switched to a new service provider. Despite my request for an immediate disconnection and prorated billing, I spoke with a representative named ********, who informed me that RCN's policy does not allow for prorated billing. She told me I would have to wait until the scheduled disconnection date of March 27th to avoid any ********** the time I signed up for the service, there was no indication or written explanation that RCN had a policy of not prorating service charges. As a result, I am now being charged the full amount of $49.56 for a service that I have already requested to be disconnected today, even though I have switched to a new provider. I find this to be unfair and misleading, especially since I did not receive any clear communication regarding this policy at the time of signing the agreement.Additionally, I have noticed a $1 one-time fee charged on every bill I have received from RCN. This charge appears on each bill without explanation and seems to be misleading, as it is not clearly stated or justified.I am requesting that my bill be prorated to reflect only the days I used the service. It is not reasonable for me to be charged for an entire month when I no longer have access to the service. I would greatly appreciate your assistance in addressing this issue and ensuring that RCN adjusts my bill accordingly.Thank you for your attention to this matter.

      Business Response

      Date: 03/17/2025

      Contacted customer with number on account. Customer states she worked with a representative at Astound on her pricing. She tried cancelling the ticket and she does not need any further assistance.

      Customer Answer

      Date: 03/20/2025

      [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. Thanks

      Regards,

      Vertulie ****** *****

    • Initial Complaint

      Date:03/13/2025

      Type:Product Issues
      Status:
      Answered
      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 dropped my television service but kept internet. Astound provided ***** shipping labels ************ and ************ for the two TV converter boxes. One unit was returned in November and the other February of this year. Both packages were delivered and signed for yet for some unknown reason I still owe them two converters or 300+ dollars as of today. At my request I opened a case on 3/8/24 ******** which was voided and had to open a second today ********. The units I returned replaced obsolete units installed by astound back in 2023 the installer took the old units with him. I had to provide tracking numbers which they provided which was odd. Strange thing is the alleged missing box returned in November was not an issue without a charge until I returned the second one last month. I was made aware of the first missing box after I returned the second one. Best I can tell at this point is they do not do any credit when the units are returned. I have less than 30 days to pay for the missing equipment I don't have which will be the end of service. I will not pay for equipment they have in their possession. I honestly don't know what to to do with the Internet gateway at that time. If I return the gateway I will have to pay for it if history repeats itself.

      Business Response

      Date: 03/14/2025

      Tried contacting customer with number provided on complaint and the numbers on the account but the stated out of service. 

      Business Response

      Date: 03/14/2025

      Tried contacting customer with number provided on complaint and the number on the account but they both stated they were out of service. Could not leave a voicemail on either number.

      Customer Answer

      Date: 03/17/2025


      Complaint: 23063495

      I am rejecting this response because: I have Exhausted all efforts by phone. I have opened two disputes the first of which was cancelled by Astound with no reason given. If the conversations are recorded as indicated go listen to those.



      Regards,

      ******* ********

      Business Response

      Date: 03/24/2025

      I sent an email to the customer with our response and resolution for the issue.

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      mny account number is ********** i loged into modem of ************* click on stadus iof modem and see this 30 Not Locked QAM256 0 Hz 0.0 dBmV 39.9 dB 0 0 then in modem i click on event log and see this 03/12/2025 23:44 ******** 5 "REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.1;" i had tech out jsut this month who put in a line te3ch still not fixed at all its a arris sb8200 modem can you have someone higher up look into thsi and line monitor me and send right people out since had tech and line tech out to fix these thing its a dcsis 3.1 modem

      Business Response

      Date: 03/14/2025

      Spoke to customer regarding issues with their service. Scheduled a technician and escalated issue to dispatch.

      Customer Answer

      Date: 03/17/2025

      [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,

      *** ****

    • Initial Complaint

      Date:03/12/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 a new Astound customer and I called customer service on tonight and spoke with 2 different women agent and they was rude as h*** I heard the last one talking about me on the phone and I went off on her this company is so ghetto and unprofessional I thinking about replacing and reporting them to the ************************ I hate this company already and only had them going on 2 weeks.

      Business Response

      Date: 03/17/2025

      Reached out to customer on provided contact number. Went over situation with customer. Provided compensation for complaint and will work with the customer on their service issues.

    • Initial Complaint

      Date:02/28/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 was promised an Amazon gift card under the Back to School promotion in 2024 for new Internet installation. I was told I would get it after 90 days since installation, that was 9/2/2024. Have not gotten it after December 1st, 2024. Reached out to customer service and they told me to they will get it to me via email or call me in 2-4 weeks. Have not had any of those, they kept telling me to check my spam and look out for a call. Nothing on any of those despite confirming the email and phone number at least 3 times with 3 different agents. I contacted customer service several times after December: January, 2025, February 15 2025, and February 28, 2025. The agents all kept telling me to wait 2-4 weeks for the email and call but got nothing. I voiced my frustration to the agent on February 28th and they sent me a Google form to fill out for 2024 Gift Card Form All Campaigns. They said I would get an answer within 12-24 hours and I gave them 2 email addresses this time.

      Business Response

      Date: 03/03/2025

      Spoke to Mr. ** and added him to the fulfillment list. Gave him the time frame for receiving the gift card and my contact number if he needs to reach out.

      Customer Answer

      Date: 03/04/2025

      [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 didn't get a call or email in 12-24 hours like I was informed by the RCN agent on the same day when I raised this concern. So with the guidance from other users who experienced the same issue with the gift card, I submitted a ticket with Mpell, the gift card's vendor. Mpell reached back out to me a day after and informed me that this issue is on RCN's end and they would clear it up with RCN. They were able to send me the gift card shortly via the email that I have provided the last few times when I reached out to RCN without it going to spam. I can confirm RCN called about putting me on the fulfillment list and says the gift card will be MAILED to me in 2-4 weeks. The next day, I received another call from a different RCN agent saying 2-4 weeks via email. 2-4 weeks is the same timeframe that the RCN agents gave me when I reached out several times the past few months.


      I have reviewed the response made by the business in reference to complaint ID ********. This was ultimately resolved by the vendor Mpell, feel free to close this case.  



      Regards,


      ***** ** 

    • Initial Complaint

      Date:02/26/2025

      Type:Product Issues
      Status:
      Resolved
      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 used RCN/Astound for 14 years. I sold my condo and wanted to return my equipment. Their call center *** claims there are "no return centers in *******". Ok, fine. I confirmed what equipment I had to send back. I sent the equipment fed ex on February 19th. A few days later, I get an email they did not receive all of my equipment. They are charging me for a cable router and box that I included in the box I sent fed ex to them. They charged me $226 for it! I have no choice but to pay it, but what they are doing is wrong and terrible business. I will certainly never use this company again. I think it's wrong they charged me for equipment I sent back to them. I just want to be finished with them.

      Business Response

      Date: 02/27/2025

      Reached out to ******* regarding his complaint. We went over what equipment needed to be returned as well as what we are doing to resolve the issue. Sent email to him as well.

      Customer Answer

      Date: 03/09/2025

      [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. ***** emailed me and told me they received the equipment I was being charged for, and I am being refunded my payment. If I do not receive it, I will be following up.

      Regards,

      ******* ******

    • Initial Complaint

      Date:02/25/2025

      Type:Billing Issues
      Status:
      Answered
      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 closed my account because my new address was not in their service area. I returned their equipment via ***** January 18, 2025, however, they are still charging me for the two Tivo 4K streaming devices. I returned everything at the same time and according to customer service, one streaming device has shown up as returned. They are charging me for 2 additional devices that I never had. They claim they have created several cases regarding this issue, however my account has been turned over to collections.

      Business Response

      Date: 02/26/2025

      I tried contacting customer by the number provided on the ticket but the call went to voicemail. I left a voicemail with our contact information. 

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