Business Profile
Internet Services
Astound Broadband powered by RCNHeadquarters
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Reviews
This profile includes reviews for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.07/5 stars
Average of 215 Customer Reviews
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Review fromEve A
Date: 12/25/2022
1 starWorst internet company in the *************. I have had no internet, cable or landline service for 3 days and its christmas weekend. When you call they wont connect you to an agent and they keep saying service will be restored within a two hour time frame. When you call back, they tell you its going to be restored two hours from that time in the last message. I believe they dont wanna pay their technicians overtime so they decide to ruin peoples holidays instead my family members that traveled five hours left early because we couldnt partake in the activities were going to do for the holiday.Astound Broadband powered by RCN
Date: 12/27/2022
Hello, ***! Thank you for reviewing your recent experience with Astound Broadband. Our goals are to deliver affordable, reliable service along with exceptional customer care. I'd be glad to review your account and determine the best way to resolve these concerns. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being part of the Astound family. -******Review fromMary Ann G
Date: 12/23/2022
1 starONE STAR IS TO HIGH. Very poor customer service. No ******************** and phone service. Called on Thursday 12/22 and no one available until Tuesday 12/27 between 2-4. **************** tech did not care that we need internet for work and was only giving us a $25 credit. When I said I expected more he laughed and said why would you think it would be more. He actually hung up on us. We had WOW for years and since Astound took over we have had several internet issues. Cannot trust Astound rates go up and very poor service. They want your money but provide poor customer service. I think it is time for a change.Astound Broadband powered by RCN
Date: 12/27/2022
Hello, **** ***! Thank you for reviewing your recent experience with Astound Broadband. We strive to deliver reliable, ****************** along with stellar customer care. I'd be glad to review your account and determine the best way to resolve your concerns. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******Review fromAlbert H
Date: 12/19/2022
1 star3 outages within a single week, each one lasting multiple hours. Current outage is again, still ongoing. Service is extremely unreliable, and there is no desire to improve or fix their performance.Astound Broadband powered by RCN
Date: 12/20/2022
Hello, ******! Thank you for sharing your recent experience with Astound Broadband. Two of our goals are to deliver reliable service and the very best customer care. I'd be glad to review your account and make sure your concerns are resolved. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******Review fromBen T
Date: 12/17/2022
1 starI am not happy with Astound/Wave because the prices are outrageous they keep going up and up and up. I have been a longtime customer and this is the way they treat me that's going to end.Astound Broadband powered by RCN
Date: 12/20/2022
Hello, ***! Thank you for reviewing your recent experience with Astound Broadband. We strive to provide ****************** and exceptional customer care. I'm disappointed to hear that this was not your experience. I'd be glad to review your account and determine the best way to resolve these concerns. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******Review fromDonyea J
Date: 12/16/2022
1 starHORRIBLE CUSTOMER SERVICE, Their representatives will say anything to a customer to make a sell or to get the customer off the phone. I was completely lied to and when I spoke with a supervisor(*********) she stated there was nothing she could do. I even asked her to pull the call that I had with the representative so she could hear what was told to me. she clearly didnt believe me because she didnt even attempt to help resolve my issue. WRY DISAPPOINTED. I will be contacting the corporate office. if I have to get in touch with ********************* himself I will. Representatives should not be able to lie to customers who are paying for a service. I have the date and time of when I called. Now that the representative didnt want to leave a case note its the customers fault. Horrible, I would NOT recommend their services to anyone.Astound Broadband powered by RCN
Date: 12/17/2022
Hello, Donyea! Thank you for reviewing your recent experience with Astound Broadband. We strive to provide ****************** and exceptional customer care. I'm disappointed to hear that this was not your experience. I'd be glad to review your account and determine the best way to resolve these concerns. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******Review fromMarcia G.
Date: 12/15/2022
1 starBad service, not dependable and lines for customer ******************** long hold times to get assistance Every week - two or three times a week, service is haulted, you are unable to see WI Fi for all other devices in you one during this time. Everything is frozen.( No Inernet connection.) No credited issused unless the customers calls and be placed on hold. ( to ask for it) constant interuptions in service.(weekly) would automatically give credits to customers (this is the type of service people are paying for and also the government programs people are on. the customers are expected to call the companies customer service be put( on hold for 25 to 45 minutes or more) plus the 25 to 45 or more without service.This has been going on for months now, since the astound took over from the sale of WOW Cable TV ( which offered their customers more dependable service. HELPAstound Broadband powered by RCN
Date: 12/17/2022
Hello, ******! Thank you for your review and rating of Astound Broadband. We are committed to providing exceptional service. We'd be glad to review your account and determine the best way to improve your connection. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******Marcia G.
Date: 12/17/2022
Thank you for responding however Reviewing my account will not help with the procedure to report problems with your customer service. In all the times I had to call for the many problems I have had, only ONE agent truly assisted me. My service has been interrupted many times, had to make several calls to receive help.Review fromRichard M
Date: 12/13/2022
1 starUnexplained rate hikes, of which there have been three during 2022. When I called to question my latest bill, I was told that the promotion that had been in effect previously had ended in October, resulting in a rate hike. Even that promotional rate was still higher than what had been charged earlier the same year. The rate was increased again this month, again with no explanation from RCN. When I called this morning, the person I spoke with was able to search for a better deal, and offered me a rate that, while less than the December amount, is still higher than what I have been paying only since October. Do you find this maddeningly confusing? I certainly do. Not only confusing, but disingenuous. Much more importantly, the broad range of different rates for the same service is very concerning. Any promotional discount has to be made up somewhere, and undoubtedly it is being offset by gouging other customers. This is neither a used car purchase nor a raffle prize. Why should I have to renegotiate with RCN time and time again to get a fair price? Even after such a negotiation, I am not convinced that I am being treated equitably. RCN has a product to sell. Set a reasonable price. If you want to put it on sale then offer that discount to ALL your customers. Anything less is shady business.Astound Broadband powered by RCN
Date: 12/15/2022
Hello, *******! Thank you for sharing your recent experience with Astound Broadband. One of our goals is to offer a variety of competitively priced packages. I'd be glad to review your account to make sure you have the best value for your needs. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued part of the Astound service family! -*****Review fromMichele C
Date: 12/07/2022
1 starOver the last three months, Astound-RCN Broadband has attempted to raise service and fee charges excessively and without sufficient advance notice. I first received no advance notice when they raised the modem fee from $10 to $16.95 per month. While they indicate that you may purchase your own modem and use it, unlike other providers, they don't offer any transparency regarding supported hardware. When I called and complained about this, they gave me a "good customer credit, which brought the charge down. The following month, I observed a 25% increase in my internet service of $18.00 per month. This increase was not related to the expiration of any special offer or an increase of speed. I called customer service about this and they say they placed the notice for a service increase on page 4 of my ebill. I communicated that hiding it on an ebill when I have autopay enabled is not appropriate or timely notice for a 25% service increase. Frankly, I was horrified and when I complained, they gave me another "good customer credit," which brought my cost down to a $10 increase per month. This feels like extortionate, predatory, unethical behavior, given the limited access to competitors for internet service and how much we have all come to depend on broadband access. With utilities, increases are regulated and must go through an approval process that provides transparency and some level of fairness. I am appalled that RCN-Astound is allowed to do business this way.Astound Broadband powered by RCN
Date: 12/09/2022
Hello, *******. Thank you for sharing your recent experience with Astound Broadband. Two of our goals are to offer a variety of competitively priced packages along with reliable service. I'd be glad to review your account with you. Please email me at ***************************************** with "Attn ******" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******Michele C
Date: 12/09/2022
While I appreciate you reviewing my account, I'd also like you to understand that your business processes regarding billing do not incite "delight" in your customers. I have a friend who is also an RCN customer. He has told me that when he gets cost prohibitive increases that he simply cancels his service and then signs up again later. Is this really the experience you want?Review fromJudy M
Date: 12/06/2022
1 starChanged my home phone number without knowledge when creating new acct to get better deal. This number has been our number for over 22 years and is attached to our home security system along with our business contacts and banking. Contacted them and they said they can not get it back so gave us a new number. If your company would offer these special promos to regular customers we would not be going through this. Have spent numerous hours on phone to rectify but now results. Again, they were not authorized to change our phone number and not get it back. We have been without our security alarm and phone for at least 5 days and have been forced to use the new phone number for now. We are insisting that something be done to get our old phone number back as this is interfering with our business!Astound Broadband powered by RCN
Date: 12/08/2022
Hello, ****. Thank you for sharing your recent experience with Astound Broadband. I understand your concern regarding your former phone number. Due to security concerns, we're not able to make changes to phone service through an online request. Please give our customer service team a call at ************** anytime 24/7, and we'll do everything possible to resolve your concerns. Thank you for being a valued Astound customer. -******Review fromFahd A
Date: 12/03/2022
1 star@RCNconnects They gave me a Arris Surfboard, a SINGLE device which provides both Modem and Wifi. Yet Astound broadband / RCN has been charging me a 15$ rental on a modem and 15$ rental on a builtin wifi on the same device. That's a total of 30$ scam. Beware #RCN / #Astound users.Astound Broadband powered by RCN
Date: 12/06/2022
Hello, Fahid! Thank you for reaching out to Astound Broadband. In some areas we offer a modem/router combination box, and we do bill separately for the general modem and wireless features. However, if you wish to disable the wireless features and provide your own router instead, the wireless fee can be removed. If you would like to proceed this option, please reach out to us on ***************** chat online with us at www.astound.com or call **************. Thank you for being a valued part of the Astound service family! -******
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