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
1.09/5 stars
Average of 217 Customer Reviews
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Review fromMT H
Date: 01/11/2025
1 starWe were long time customers of ********************** (over ** years) - over three months in summer 2024 they raised our monthly bill by $90 by adding stealthy fees that they claimed were taxes. They were not taxes.I cancelled my RCN cable in 9/30 just before the end of a billing cycle on 10/2 - I know they were aware of the cancellation because they immediately sent me begging emails asking what they could do to have us return to RCN. We returned the equipment IN PERSON on 10/2. Fast forward to us getting a bill for service from 9/30-10/7. Even though we had canceled the service! I disputed the charge and they rejected the dispute and have kept billing us for service we didnt receive. Im paying the **** bill but these are crooked and slimy business tactics and the reason Ill never go back.Astound Broadband powered by RCN
Date: 01/14/2025
Hello, MT! Thank you for sharing this feedback regarding your recent experience with Astound. I'm sad to hear you chose to disconnect service! I would have loved the opportunity to review your account and make sure you were getting the best value possible. I understand you have some billing concerns. Please know that we take these matters seriously and would love the opportunity to review your account with you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with us as a valued Astound customer! -******Review fromEunice F
Date: 01/08/2025
1 starThis business is scamming me of my money. They failed to properly close my account ******************** once I transferred services to a new location. Continued to charge my old account with bills monthly. Then proceeded to cut my services at the new location since I was mistakenly paying the old service and not the new one unknowingly. They also blamed me for the missing equipment return when their personnel took it with them. I alerted them to all these issues and they repeatedly ignored me and asked about the missing modem. They continue to bill me to my old account that they also assured me is closed.Astound Broadband powered by RCN
Date: 01/11/2025
Hello, ******! Thank you for contacting Astound Broadband. We strive to make everything convenient for our customers, and that includes billing and service transfers. I would be glad to review your accounts with you and determine how we can most efficiently get this resolved. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromMaria M
Date: 12/12/2024
3 starsReceived today in the mail, posted on December 9 and addressed to "Current Resident" of my building and apartment number, a Black Friday offer with Free Airpods, free gift cards of $50 + 1 monthfree or $150 and 2 months free depending on MBPS and costs. But I'm already an Astound customer and didn't receive such "gifts" when I signed up: Autopay and Paperless. Also assured us twice a *** would come to explain the music choices. The last phone call with such assurance was about 3 weeks ago. Nobody ever came. The bill has become much higher though we haven't added any options. And they claim they are the "#1 rated cable internet service in ***"Maybe #1 in sort if a "bait and switch" practice luring us in and then increasing the cost of their service substantially.Astound Broadband powered by RCN
Date: 12/17/2024
Hello, *****! Thank you for reaching out to Astound Broadband. I understand you have some billing and service concerns, so I would like to review your account with you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for choosing Astound to be your service provider! -******Review fromAngela P
Date: 12/10/2024
1 starLied about additional charges and promo *************** August 2024 provided autopay information and was advised l would get an Amazon gift card for $100.00 l was set up that day for autopay and provided checking information. When l had not received a notice of when the payment would hit in September l contacted them and cudt service assured me my bill was being processed. I never received a bill in the mail. In October l received a bill stating that $189 would be withdrawn on October 26th. I called to ask about my gift card. I was assured through customer service that l would receive the gift card after 3 months after the payment of the 26th of December. In November $47.22 was taken out of my account. I called to check on my bill as they advised me l would be eligible for an additional $10 ,credit and was told that my bill for December would be $37.22. Today l received a bill for $61.08. When l asked why they said they put that notice on the last bill that additional fees will be charged. I checked my bill there was no notice. I then asked about the gift card and was told that l did not qualify any longer. I checked with someone else and was told they failed to tag the account and there was nothing they could do.Astound Broadband powered by RCN
Date: 12/13/2024
Hello, ******! Thank you for sharing this feedback with Astound Broadband. I see you mentioned some concerns regarding the status of a gift card as well as a billing credit. I'd be glad to look into both of these matters for you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Astound Broadband powered by RCN
Date: 12/13/2024
Hello, ******! Thank you for sharing this feedback with Astound Broadband. I see you mentioned some concerns regarding the status of a gift card as well as a billing credit. I'd be glad to look into both of these matters for you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromEddie R
Date: 12/02/2024
1 starThis use to be WOW, I been with them for many years, then Astound RCN took over and within the first 90 days my bill almost doubled, and it's been going up every year since. It's now more than two and a half times what it was when I was with WOW, and it's all ******************Astound Broadband powered by RCN
Date: 12/04/2024
Hello, *****! Thank you for reaching out to Astound Broadband. As a consumer myself, I understand how important it is to choose products and services that are affordable. I'd be glad to review your account with you! Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family! -******Review fromRyan S
Date: 12/01/2024
1 starTheir agent told me I could order internet service to be started in a few weeks and they would hold off shipping the self-installation kit until then. I placed an order and there was no option to specify that, so I contacted Astound immediately after placing the order for service. Then my Astound agent edited and confirmed the delayed dates for service start date and for shipping - great! Astound then went on to immediately mail the self-installation kit to an address I will not live at for a month, 12 hours from me, where there is no mailroom nor do I know anyone in the building. When I reached out to Astound about this, the agent was beyond useless about even understanding the issue, and contradicted himself repeatedly. When I escalated the concern to a supervisor, I was treated like it was *my* fault that they shipped the self-installation kit a month earlier than they were supposed to, and the supervisor insisted the kit was now my responsibility. The only option she could offer would be to pay them $80 to send a technician out to the address just to see if the package was there. Obviously I did not pay them $80 for this insane solution. I told them they should obviously take responsibility for recovering the self-installation kit sent weeks early, disconnect the serial number from my service account, and issue a new one at the proper time. The agent instead gaslighted and insisted that I was never told it would be sent at the proper time in late December, ignoring the transcript of the previous conversation that we were BOTH looking at! Absurd, unhelpful, and really disrespectful to a brand new customer. This does not make me confident about working with Astound RCN.Astound Broadband powered by RCN
Date: 12/04/2024
Hello, ****. Thank you for reaching out to Astound Broadband. I understand that there was some sort of mix up regrading the shipping of your self-installation kit. Moving can be stressful enough, and we definitely don't want to add to that stress. I would be glad to look into this matter and see how we can help. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromJohn S
Date: 11/27/2024
1 starRCN, now known as Astound, has increasingly raised its monthly rates to an exorbitant amount. However, my complaint is not about their ridiculous prices it is about their outdated and dangerous digital security practices. The company stores RCN webmail passwords in plain text. If you call their agents, they will read your password to you over the phone or, they will ask you to recite your password over the phone for confirmation. Furthermore, they will not permit an RCN webmail password to be over 8 characters long. 8-character passwords are incredibly weak and easily compromised. They are very susceptible to brute force attacks. Furthermore, RCN webmail does not support two-factor authentication or similar modern security protocols. The following actions must be taken immediately at Astound to ensure the privacy and security of their users otherwise, a massive data breach could be inevitable: (1.) Stop storing user passwords in plain text. All passwords must be encrypted, hashed, and salted in accordance with modern cybersecurity standards. (2.) Remove the 8-character limit on passwords. Allow users to generate lengthy passwords and passphrases with an unlimited combination of letters, numbers, and special characters. (3.) Support two-factor authentication for webmail, compatible with third-party authenticator apps. (4.) Ensure the highest standards of encryption and security for email transit and delivery. (5.) Instruct customer service representatives not to give away sensitive user information, such as passwords, to callers. (By phasing out plain-text passwords, this issue should be resolved.) It is absurd for an ISP to have such antiquated practices. Their rationale is to "help customers who may have forgotten their passwords or to verify account ownership." This is ridiculous NO other tech company does this. This is substandard and dangerous. Users have been complaining about this for over a decade, and it still has not been addressed in 2024.Astound Broadband powered by RCN
Date: 11/29/2024
Hello, ****. Thank you for reaching out to Astound Broadband. Customer security is one of our top priorities. The points you brought up regarding webmail security are valid and we shared your feedback with management. Let's take a closer look at your account to make sure you're getting the best possible value. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromSteven S
Date: 11/21/2024
1 starTried to increase my cable cost by over 35% in one month. I've canceled my service with them.Astound Broadband powered by RCN
Date: 11/23/2024
Hello, *****! Thank you for reaching out to Astound Broadband. We're sad to hear that you've chosen to leave our service family. I understand you have some billing concerns, and I would have loved the opportunity to discuss your needs and usage and make sure you were set up with the package that is the best value for your needs. I'd still be glad to review your account with you an assist you with any concerns that you may still have. Please feel free to email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with the Astound service family! -******Review fromMaggie S
Date: 11/11/2024
1 star10/25/2024, I received a $132.30 bill for not returning the modem. But the reality is, the new tenant after me called RCN on 10/22/2024 to double check what to do with my modem. The RCN customer service told them to throw it away, and then RCN billed me for not returning the equipment three days later. I called customer service to explain the situation. The customer service was extremely rude and unprofessional. She said if its under my name, I need to pay no matter what. She did not care at all what happened. She interrupted me throughout the call, urging me to hang up. This is extremely unacceptable as a customer service representative. She not only did not provide any help, she did not even show the willingness to understand what happened. I have never been treated like this. First, I got scammed by the company. And then, I got treated disrespectfully by their customer service. This is THE WORST EXPERIENCE EVER.Astound Broadband powered by RCN
Date: 11/12/2024
Hello, ******! Thank you for reaching out to Astound Broadband. Providing friendly and helpful customer care is one of our top priorities. I would like to check if this call was recorded and if so, provide your feedback to the agent's supervisor. Although I can not make any promises, as rented equipment needs to be returned at the time of disconnection, I'll be glad to check if there's anything we can do to resolve this concern for you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromAlec K
Date: 11/04/2024
1 starIn addition to the marketed monthly rate of $55 that i agreed to, they are charging me an additional $20.49 per month for Taxes, ****************** **************** kept telling me that the $20.49 was from taxes, but obviously the tax rate is not that high. I then found out $16.93 was from Network Access and Maintenance Fee. She then told me that was 'a tax for doing business with them'. This is a slimy business. I would rate 0 stars because of this ridiculous fee if I could.Astound Broadband powered by RCN
Date: 11/07/2024
Hello, ****! Thank you for reaching out to Astound Broadband. As a consumer myself, I know how important it is to have service at an affordable rate. (The Network Access and Maintenance fee helps defray costs associated with building and maintaining RCNs fiber rich broadband network, as well as the costs of expanding network capacity to support the continued increase in customers average ********************** consumption.) Let's take a closer look at your billing together and make sure you're getting the best possible value. I'll also check on the status of your gift card. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family! -******
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