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 Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  Astound Broadband

  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:02/20/2025

  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 raised their prices without warning - the announcement about upcoming price changes were in one of the previous bills, but I am on auto--pay with them and did not look into the bills. They should have sent a secure email announcing the price hikes, but this way this was a buried info. Another buried info was their policy that they would not prorate the bills if the services are canceled before the beginning of the next bill. I never heard of a company doing business like that. So, what they do is legal but highly unethical. I switched to Comcast today, as I couldn't afford to stay with Astound after the price hike. But I am thoroughly disappointed that they wouldn't prorate my bill, especially after burying all the info that could be useful to a customer like me, and without finding another way to warn about upcoming charges.

  Business Response

  Date: 02/21/2025

  Tried contacting customer at number on account. There was no answer. Left a voicemail.

  Business Response

  Date: 03/10/2025

  Reached out and spoke to the customer, went over concerns about the policy with data disconnect and being responsible for the full final cycle. The customer understands this but does not agree with this policy. Did not want to discuss any further if we could not change his final bill to be prorated.

  Customer Answer

  Date: 03/14/2025

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: Astound keeps assigning lower level administrators who keep repeating like parrots that they cannot and will not prorate my bill.  I am tired of speaking with them, unless they assign someone who has power to reverse their unethical policy in my case.  Can you please post my complaint publicly so that the other people know what they are getting into and avoid this trap by Astound?
  
  
  
  
  
  
  
  Regards,
  
  
  ********** *****

• Initial Complaint

  Date:02/20/2025

  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 MISSED 1 AUTO PAY PAYMENT, AND MY BILL DOUBLED, THEN TRIPPLED. MY CURRENT BILL IS $432 FOR
  INTERNET SERVICE. THIS IS AFTER MAKING A FEW PAYMENTS OF $125. I AM UNABLE TO GET THIS BILL DOWN. DUE TO ALL THE ADDITIONAL FEES, SURCHARGES ETC, THEY HAVE ADDED. THIS IS A SCAM AND RIPOFF. I WANT THE EXTRA CHARGES REMOVED FROM MY BILL AND ADJUSTMENTS MADE FROM MY LAST 3 PAYMENTS TO COVER MY REGULAR $59 MONTHLY BILL. PEOPLE GO THROUGH FINACIAL HARDSHIPS AND COMPANIES LIKE THIS TAKE ADVANTAGE OF THAT. THERE IS NO WAY INTERNET SERVICE SHOULD BE $400.

  Business Response

  Date: 02/20/2025

  Reached out to customer regarding her billing concerns. We went over the services charges. Compensation was offered but customer declined offering.

• Initial Complaint

  Date:02/18/2025

  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 Broadband should change practices and notify customers when rates are changing with an email or letter. If information about rate increases is not sent separately, an explanation or statement should at least by included on the bill.Astound Broadband has changed customer rates three times in the last year without including an explanation or acknowledge of the rate increase to customer. Even if a promotional rate is ending, the company should acknowledge and make the customer aware that this is happening BEFORE it appears on a bill. Instead, the rate increase appears on the bill as a charge only without any additional information. The problem occurs for a customer who uses electronic billing and does not see the rate increase. Furthermore, one of the charges was an additional fee added to a bill without acknowledgement that a new fee was added to the account. The company stated that customers are made aware of rate changes or promotional rates on page 4 of their bill and it was "weird" that it was not included on all bills. It should be a practice to notify customers of rate changes BEFORE billing cycles are up.

  Business Response

  Date: 02/19/2025

  Spoke to ******* regarding her suggestions for transparent billing and gave information on how she can save money on her bill going forward.

• Initial Complaint

  Date:02/13/2025

  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.

  When I moved into my new apartment I opened an account with **********************/Astound for my internet because it's the only company with lines in the building. I made my first payment, and the company returned it. Their reason was I "probably entered the number incorrectly". Upon declining the payment, which was promptly re-paid, the company charged me a fee of $71.92. My monthly service is priced at $31.92. This fee is therefore more than 200% of the payment they returned. Most companies would just send you an email, have you correct the payment, and get on with your life. This fee of $71.92 is exorbitant, unfair, and downright ridiculous. I will not pay it, and that's all there is to it. This fee is a blatant ripoff. This company must NOT be permitted to price ***** and ripoff their customers, especially considering I still haven't received a clear explanation of why the payment was returned in the first place. I spoke to several people and no one will give me a straight answer. I absolutely will not tolerate this, and outright refuse to pay this ridiculous fee. I would also like to know why my last bill was $55 when my service costs $31. They are blatantly ripping off their customers.

  Business Response

  Date: 02/13/2025

  Called the customer, no response, left voicemail in regards to declined payment, explained the billing and fees applied and what they were for. Waiving the insufficient funds fee as a one time courtesy, advised this will reflect balance in ***** hours.

  Customer Answer

  Date: 04/21/2025

  
  Complaint: 22936394
  
  I am rejecting this response because:
  
  Company never contacted me and NO voicemail messages were received 
  
  Regards,
  
  ***** *********

  Business Response

  Date: 04/29/2025

  Tried contacting customer at the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information. Compensation has already been applied for his issues with bill.
  

• Initial Complaint

  Date:02/11/2025

  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 signed up with a 100$ gift card offer. They told me to wait 4 months for auto delivery. I waited almost a year, and now they said I am not eligible. I have screenshot proof of the conversations of them promising I would get it.- along with many others, they randomly increased my bill 30$ even though I was locked into my rate for 2 years (it hasnt even been a year)

  Business Response

  Date: 02/12/2025

  Reached out to the customer, no response, left voicemail in regards to billing concerns and having not received gift card. Advised for the gift card offer we sent in a escalated form, customer should receive email for gift card in 2-4 weeks. 
  

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22928168
  
  I am rejecting this response because:

   

  I did not receive email and in addition, I was charged an additional 200$ for not returning the router I was given 15 days to do so and it has only been 4. 
  

  Ive tried contacting support but I was not able to reach the executive resolution team. Please call again

   

  
  
  
  
  Regards,
  
  Si **** *****

  Business Response

  Date: 02/24/2025

  Spoke to Si **** ***** regarding his billing concerns. Went over discounts, promotions, and his router needing to be returned. 

• Initial Complaint

  Date:02/09/2025

  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.

  Complaint regarding the internet installation service scheduled at my residence on Saturday, February 8, between 25 PM. The experience was highly stressful, and the technicians conduct was unprofessional and unacceptable.The technician, ******, began calling me at 9 AM, well before my scheduled appointment. When I called back, I informed that I would be available at 2:30 PM. However, he insisted that I must be ready exactly at 2 PM, stating that if I was not available then, he would refuse to do the setup. His voicemail also indicated that he wanted to arrive earlier than scheduled, which made me feel rushed. Despite this, I accommodated his request by offering an earlier start time at 12:40 PM, but the entire process still felt unnecessarily hurried and stressful.Once he arrived, I experienced further discomfort due to his disregard for my personal space and belongings. Without asking for permission, he placed his tools directly on my table. I am very particular about cleanliness in my apartment. The installation process turned out to be more invasive than expected: both wall ports in the living room were non-functional, requiring access to my bedroom and bedroom closet, which I consider private spaces. Bedroom disinfection is critical to me, and I felt extremely uncomfortable having him enter my bedroom without respect for my concerns.Throughout the process, ****** made repeated complaints about me allegedly making his work difficult. He even criticized me for turning an easy job into something ridiculous, which was both insulting and unprofessional. His attitude and lack of respect for my concerns caused me significant mental stress and discomfort.This experience was completely unacceptable. I seek formal apologies from technician and manager for the stress and discomfort this experience caused me. Given the mental distress and additional cleaning burden I now face due to his intrusion into my personal space, I request compensation for these damages.

  Business Response

  Date: 02/11/2025

  Reached out to the customer, no response, left voicemail advising of the field complaint form submitted for the install technician and included customer asking for a formal apology. I waived install fee for the inconvenience. 

• Initial Complaint

  Date:02/06/2025

  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 cancelled services with Astound and I was charged $130.00 in a "one-time fee" for a "modem change." The modem was returned on 2/5/2024. I would like a refund as soon as possible. Thank you.

  Business Response

  Date: 02/07/2025

  Spoke to the customer, advised we received modem return, charge for "unreturned equipment" was credited on 02/05/2025. Issue resolved.

• Initial Complaint

  Date:02/06/2025

  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 cancelled my account on January 27th by phone. They sad the billing cycle still had 7 days left. They charged me the whole monthly amount on Feb 5th. I called and asked for a pro-rated amount, but they said no without a reason. I asked to speak with a manager, they said no.

  Business Response

  Date: 02/07/2025

  Reached out, no answer, left voicemail regarding questions about the final billing and why it wasn't prorated due to policy over data only disconnect.

• Initial Complaint

  Date:02/05/2025

  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.

  On January 16, my service was out and I had to call for a technician to come to my home. He fixed the problem in minutes and when I asked what was wrong, he said something was twisted or something vague along those lines. I shrugged it off and moved on. Now, on February 1st, I encountered another issue where I had no internet, and I was forced to contact support to schedule another technician call. When discussing this with support, I asked them if there are notes taken each time there is a technician sent out regarding what the issue was, she said yes. So I asked her to tell me what the original problem was. She said there are no notes made for that day. And I asked why, she blew off the question. FISHY. So, I had to wait 3 days without internet before a tech could come over again. This time, he apparently replaced my router and confirmed that everything was working before he left. ****. I checked the connection when I got home from work and the internet is STILL not working. I get on with another support representative and explain that a technician had only just been to my home mere hours ago. She said that I have service so she doesnt know why I cant connect. After going back and forth with her where she is INSISTING that I have service, I tell her what my eero app is saying and THEN all of the sudden, she informs me of a SERVICE OUTAGE in my area. I wait a day and check in on the outage. Apparently, no outage! Why was I told that in the first place? So after troubleshooting on my own, I contact a support representative again to help because once again, a technician cant come to the house for another 2 days and I have already been without for 4 days now. This support representative completely refused to help me and said they need the technician to confirm all the information with them even though I had it ready for them to verify. When I asked to speak with a manager, I was told there WAS NO MANAGER??? I want a full refund to take my business elsewhere.

  Business Response

  Date: 02/10/2025

  Reached out to customer, no answer, left voicemail regarding service issues and out of service credit options.

• Initial Complaint

  Date:02/05/2025

  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 opened an account with RCN in Dec 2022. Acc #***************. For one year RCN was charging me $57,99. Starting Dec 2024, the charge was ***** but I was receiving emails that I have to pay around $33. Basically, RCN was withdrawing from my bank account $57,99 and was sending bills for the difference. I only realized that in Dec 2024 when I called to inquire if they can lower the bill and I was told that they cannot. At that point it was revealed to me that the real amount is over $90. I asked the lady to adjust the price to the initial amount that was half than what I was paying for one year and she said she couldnt. I told her that I will need to close the account and she informed me that I will receive $250 credit. As the check never came, I called to inform RCN that I have never received the credit and that the account was disconnected after speaking with her. I was told that the credit will not be processed because it was declined. After this moment I had several calls with the company trying to get discounted/regulat price services or a refund for the over charge that happened during a whole year. I told the representative that I want to file a claim but I was told that it is not doable because I am not an active client anymore.

  Business Response

  Date: 02/06/2025

  ***** reached out to the customer, Tried to review billing and payment history with customer, also educated where bills were being sent (via mail) and how they can be viewed with online account. Customer did not want to discuss and had no other concerns.

  Customer Answer

  Date: 02/20/2025

  
  Complaint: 22904750
  
  I am rejecting this response because:
  I have not received any emails from them ever. ***** called me on a busy moment and the matter was discussed several times with other representatives.

  They supposed to send letters and emails regarding a cost increase (double up). The way they conduct the business is a total scam. At one moment I requested one of the **** to repeat my account number and  she provided 3 different ones, she was not even able to locate my account and my identity, therefore all errors coming along with the employees not being properly trained. Other time, I was told that I will receive some store credits coming along in 3 different store cards, the lady was even able to tell me the dates when those will be send out. When I follow up after several days, I was told that the credit was not even approved...scam and confusion all the way.

  They have to return a credit of $40x12 months, total of $480, which I will not stop requesting even if I go to court

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

  Business Response

  Date: 02/24/2025

  I tried reaching the customer with the number provided. There was no answer on my attempted callback. I left a voicemail in detail about her concerns. I also provided a callback number in case she would like to reach out to us.