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

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:07/10/2025
Type:Sales and Advertising 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 signed up with Astound January 2025 for 300MB . I was promised a 200 $ GIFT card as part of signup. Installation itself was very painful was delayed and I had to call Astound atleast 4 times from Jan through April 2025 to get the cable burried. I enquired about the gift card during these calls and was told I will get the gift card in few weeks after installation so end of April. I called Astound 3 times after that and every time I was given different excuse and told the email will come from third party. There were issues with the overall billing amount as well compared to what was told while signing up the services and 30$ monthly billing promised was actually 50.49$ per month (that ***** was a mis leading the consumers not stating the full amount with clarity while signing up). 16+ $s out of that was for network access and maintenance fee (not a tax in my understanding) . I ended yp cancelimng the service due to quality of promises and no of followups needed and their inability to fulfill their promise. Every time I was told I will get the gift card but has not been received till date, request BBB to help get the same. Astound should bring the clarity in terms of expected monthly costs when customer is signing up for the service, most companies follow that practice and improve the quality of service.After repeated calling up i cancelled the service and even that time the representative said they will reachout to third party to correct the gift card service.
Business Response
Date: 07/17/2025
I spoke to the customer regarding his complaints around the giftcard and the company fees. We went over how we plan to compensate him and went over the fees applicable to new customers.
Customer Answer
Date: 07/21/2025

Complaint: 23580312

I am rejecting this response because:

Its not a reject this is the 6th time I have been told will get the promised money and he said it will take 5 weeks or so
I have told him I will wait to see the money received and the believe
can we keep the case open until then or we reopen as needed later? For now no action is needed

Regards,

Sandeep Bag
Business Response
Date: 08/01/2025
Spoke to the customer, we went over the information regarding the gift card, and we are still within the waiting period given to receive it, customer jus wants to wait until he receives the gift card information before closing anything out.
Customer Answer
Date: 08/29/2025

Complaint: 23580312

I am rejecting this response because:
The issue is not yet resolved, Verbal promises by Astouund continue and keep on hearing timeframes but I havent received the promised money.

Regards,

Sandeep Bag
Business Response
Date: 09/05/2025
Spoke to the customer, provided contact information for ***** who sends out the redemption emails for gift cards, updated email address for the customer.
Customer Answer
Date: 09/08/2025

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 received the gift card from Astound and the case can be closed now

Regards,

Sandeep Bag
Initial Complaint
Date:07/09/2025
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
-7On May 29 a *** from Astound came to my door stating they had just finished installing fiberoptic lines in my neighborhood and he was signing customers up for a 3 year rate of $30.00 plus tax per month with no contract. I told him a needed to think about it so he said he would come back the next day to discuss further. I gave him my phone number. He sent me a text so I would have his info. On May 30 he called to say that they had sent him to a different area of the city so couldn't meet in person. We talked he confirmed the speeds, that it was no contract so I could cancel anytime with no fee. That it was free installation and because it was the last day of the promotion in my area, they were even waving the one- time activation fee. I agreed to the service. we stayed on the while he set up my information. He then said that his codes for the special weren't taking so he was going to send his office the info and they would add them to my account. I received a confirmation email shortly after that had a $70.00 per month. I assumed that the email had been sent before the codes were added. I called customer service when I received my bill, but they said my account showed the $70.00 so that's what I owed. I asked to talk to a supervisor. They had a person named **** call me from a #************. He said was actually a *** that was in another state doing the same sales program. He stated that if i had never been a Astound/RCN I should get the special rate. He stated someone would call me back No one ever did. I have left messages for **** and the original person that signed me up which was **** @ ************. Have not heard back from anyone.
Business Response
Date: 07/17/2025
Reached out to the customer to go over this concern with the offered rate and promotion. No answer, left voicemail with department contact.
Customer Answer
Date: 07/21/2025

Complaint: 23577374

I am rejecting this response because:
I called the **** ***** right back & explained what had happened. She was going to try to find the *** that came to my house to get the codes to adjust my account. She said it would take a few days . Im waiting to hear back from her. I sent the video from my ring camera with the recorded conversation to her @ ******************************************* attention *****. I dont want to close this file till my account has been corrected.

Regards,

***** *****
Business Response
Date: 08/01/2025
Emailed customer an update, we have our Director of Sales on their market currently working on a resolution to honor the offer customer was given.
Customer Answer
Date: 08/06/2025

Complaint: 23577374

I am rejecting this response because:
What they stayed is the steps that they told me they were taking. I dont want to close the complaint until the issue is totally resolved and my account has been adjusted and coded for the correct monthly payment amount.

Regards,

***** *****
Business Response
Date: 08/14/2025
Spoke to the customer to update on our sales directors progress with working on this concern to make sure correct offer is applied, in the mean time I have applied credit to honor the pricing for the customer until we resolve this.
Customer Answer
Date: 08/19/2025

Complaint: 23577374

I am rejecting this response because:

They have been working to correct the issue as they stated in their response, but I would like to keep the issue open until my account has been corrected.

Regards,

***** *****
Business Response
Date: 08/28/2025
Updated the customer via email, our sales director is still working to resolve this matter. Keeping an eye on updates and account billing until this is completed.
Customer Answer
Date: 09/02/2025

Complaint: 23577374

I am rejecting this response because:

***** has been keeping me updated and says they are working on getting this resolved. Im concerned that its taking this long . I dont understand why a call to the person in charge of these promotions hasnt gotten the results to fix my account. Im concerned that if I close the file my complaint will just drag on till I give up.

Regards,

***** *****
Initial Complaint
Date:07/09/2025
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 signed up for internet service with Astound RCN in 2022 at a rate of $30/month. Over time, this increased to $80/month, which I noticed and accepted. However, in June and July 2025, I was charged around $170/month without my knowledge or consent.I had auto-pay enabled, and there was no email, text, or separate notification that my bill would more than double. I only noticed this recently when I logged into my account. When I called, the representative said the notice was "on the prior bill" and that they "could have lowered it if I had called earlier."I disputed the charges with my bank ************* because these increases were excessive, not clearly communicated, and auto-pay removed my ability to notice in time. These charges were already contested with my bank (***********) and refunded due to lack of notification and consent. In response, Astound cut off my internet service, and my account now shows a balance of $353.55 due by August 1st again, without a clear breakdown or justification.I am now without internet access, despite having paid faithfully for years and only disputing charges that I did not authorize in good faith. I am requesting: Immediate restoration of service, a reasonable resolution for the overcharged months, and assurance that Astound will not retaliate against customers for exercising their rights to dispute unauthorized or unclear billing increases I am happy to pay the fair, agreed-upon rate going forward, and I do not believe I should be punished for questioning unclear and excessive charges.
Business Response
Date: 07/17/2025
Reached out to the customer to go over the billing and promotional concerns. No answer, left voicemail with department contact.
Initial Complaint
Date:07/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Price raise with no warning or verification 2x , once in November , once last month. Bill increase from 120-160$ then increase from 160$-202$ with NO MESSAGE , WARNING , APPROVAL OR VERIFICATION , no change in service equipment etc etc. shady company
Business Response
Date: 07/15/2025
Spoke to the customer regarding the notices we send out about any billing rate changes on the billing statement (usually page 4 or 5) a month prior to any changes taking effect. I did confirm that we had sent notices out for the increases they experienced. No other questions or concerns.
Customer Answer
Date: 07/16/2025

Complaint: 23570168

I am rejecting this response because: they have my phone number , my email , yet they used a snail mail message on PAGE 4 of a letter that I have never seen in my life. yes they send out paper bills , that doesn't mean I open or read them? its 2025 and they much better , more ideal ways to tell me they are raising my bill. and let it be known the company should not be contacting and harassing me due to my complaint , I want no further contact with them and their scummy ways

Regards,

*** *********
Business Response
Date: 07/25/2025
Per the customer's request to not be contacted, I am confirming that I spoke with the customer on 07/15/2025, where we reviewed the billing notices and customer provided feedback as well as suggestions for better notification options in the future. We have taken these suggestions and relayed them to management.
Customer Answer
Date: 07/28/2025

Complaint: 23570168

I am rejecting this response because: I don't care what you do in the future , I am no longer and will never again be a customer , you've now admitted that the way of contact and alerting customers of billing increases isn't the best way to go about it , I want my money back due to the shady practices of this company and no actual modern attempt of alerting of price increases. you obviously have my number because you called to harass me over a BBB complaint , yet you cant send a bill increase warning the same way? I want my money back , end of story. any other response will be rejected. good luck with the other dozens of BBB complaints you currently have open as well.

Regards,

*** *********
Business Response
Date: 08/05/2025
Per the customers request, does not want to be contacted. Customer is aware of our current notification process per our conversation on 07/15/2025. We have passed along customer feedback regarding their suggestions for other notification options. The billing review determined charges were valid, disconnect process backdated to the customer's requested disconnect date and a refund for the remaining billing cycle was processed.
Initial Complaint
Date:07/07/2025
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.
Dishonest billing. Charging for services not rendered and/or cancelled.
Business Response
Date: 07/14/2025
Spoke to the customer, went over final billing and a breakdown of what was. No other questions or concerns, confirmed account is closed and no further charges applied.
Initial Complaint
Date:07/07/2025
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 is charging me $88.20 for equipment/services I never had. I was a tenant of a building serviced by Astound from February 2024 through February 2025. When establishing service, the technician asked if I wanted to add TV and explicitly declined. I only ever possessed a router for internet. Near the end of my lease, I worked with **** Astound on February 6 to schedule disconnection of service on March 1 and was provided an equipment return form. As instructed, I returned all equipment provided to me (only a router and associated cord) via ***** on February 28 (tracking ************). On March 2 I received a billing statement for $319.74 for 2 items: Digital Converter Charge and Phone Equipment Charge. I worked with Rusean at Astound on March 3 to understand why I was being charged and they advised it was likely because the returned equipment had not yet been received and I should check back later. On April 4 I received a new billing statement for $88.20. I worked with ******** at Astound to understand the new balance. They advised the charge is for an outstanding cable box. I replied that I never received a cable box nor did I subscribe for TV service. ******** opened a case (********) internally to investigate and I never heard back. I then received a letter dated May 14 from Astound with a final notice for payment for the outstanding balance that threatened sending to collections if not paid immediately. I replied in writing that I would not pay for services/equipment that I did not receive and provided the details included in this complaint as well as my contact information. The letter was marked received on May 30 ***** **********************). I have not heard anything from Astound and I dispute the $88.20 for equipment that I never possessed.
Business Response
Date: 07/15/2025
reached out to the customer, no answer, left voicemail advising of equipment removed, and expectation for fee waiver.
Initial Complaint
Date:07/07/2025
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 the morning of my home internet installation, Astound contacted me and falsely claimed I had a past due balance on a previous account - which was false - and I am considering legal action because my work depends on home wifi access as well as the lost value for the free year of phone service
Business Response
Date: 07/15/2025
Reached out to the customer, no answer, left voicemail advising of steps and information we can take to resolve this matter.
Customer Answer
Date: 07/17/2025

Complaint: 23564792

I am rejecting this response because:

They have finally cleared the false equipment return fee but they have not cleared all erroneous fees. When I moved, they did not service the area if my new home & agreed to cancel the service. Since they did not note the return of my equipment correctly, it seems they continued to charge me for service at an address I no longer lived at
I responded to their email on Wednesday at 1:40pm Chicago Time and they have not responded at the time of writing - Thursday at 8:57pm Chicago Time

Regards,

***** ********
Business Response
Date: 07/28/2025
Communicated via email to the customer a break down of the billing and the remaining balance from services prior to the disconnect date as well as payment history. Went over the unreturned equip fees being waived once equipment was cleared from the account.
Initial Complaint
Date:07/03/2025
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.
My Internet, and thus my RCN cable, died on 12:08AM on Thursday July 3rd. RCN's automated number spent 12 hours auto-telling me the problem was a service outage, progressively giving me further and further times for resolution; as of 5:30PM, it stopped telling me it was a "them problem" and started telling me it was a "me problem" again. I rent a pair of Eeros from RCN; the Eero which runs scalding hot much of the time and continually kept dropping solid red lights on me 4-6 times a day for the past few months, finally became a solid red light that would not turn off... RCN won't send me a service technician until Sunday, that's four days after my original complaint; and they also didn't care to mention anything coming my way in the form of monetary compensation, even though I think four days is outrageous in the 21st century. Clearly the entire company doesn't care, as a situation this intense would seem to suggest an automatic and immediate upgrade to a live human any time someone from my number calls RCN; not being thrown into their same ridiculous phone tree. I imagine it's also going to cost me a fortune using my phone as a hotspot for four days.
Business Response
Date: 07/11/2025
Reached out to the customer, no answer, left voicemail advising of follow up to see how appointment went, and review on out of service credit.
Initial Complaint
Date:07/01/2025
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.
Internet went out the night of 6/30. Internet was not working in the morning. I bought a new modem and the issue continues. Support is saying they cannot send anyone to look at my issue until Saturday. I need the internet for work. It is unacceptable that they do not have anyone that can come out for 5 days straight. Then they told me to keep checking back in if there is something earlier. Why wouldn't they just reach out when something opens up. It seems like they delay service for me because I do not pay for their modem/ router.
Business Response
Date: 07/08/2025
Reached out to the customer regarding recent service issues, no answer, left voicemail.
Initial Complaint
Date:07/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My bill went up $14 this month. This is because I ordered an extra service which requires special equipment (equipment to extend the signal to other parts of the house). They are happy to charge me the extra money but never sent me the equipment. Why should I pay for something I don't have? Were they hoping I would just forget?
Business Response
Date: 07/07/2025
Called the customer, no answer, left a voicemail advising of the rate increase, this is not related to the Eero equipment not yet received. Also went over the shipment of the Eero equipment as well. Left contact for my department.
Customer Answer
Date: 07/10/2025
[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.

I did get the phone message. Thank you.
What should I do to lower cost?

Regards,

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

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