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

• 

  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN Telecom Services

  1224 Hyde Park Ave Hyde Park, MA 02136-2805

• 

  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

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:09/30/2025

  Type:Billing 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.

  We have been an Astound Customer for many years. We understand that as promotional rates expire, prices can go up. I had set reminders to check in on this each year. For May 23-June 22, 2025, we were charged $71.92. For June 23-July 22, 2025, we were charged $75.88 - a modest increase due to a change in fees. On July 25, 2025 we received an email notification that our bill was $152.88 for the period of July 23-August 22, 2025 - almost double the price.
  
  Shocked by the massive increase, I moved to cancel our service immediately, asking for cancellation on July 28th, 2025. I received some initial mixed information on the phone about whether we would be pro-rated, but was ultimately told clearly by an Astound Rep that it would be pro-rated, and we would only have to pay $57.46 of the $152.88, which I prompted paid on 7/29. I was told (on the phone - I did not record the call) that the remaining $95.42 would be taken off the bill once our account closed. $57.46 is a very specific number - it was the number the Rep calculated and told me to pay.
  
  Instead, a $1 payment fee was added, and I have continued to be asked to pay $96.42.
  
  My complaints are two-fold:
  1) Astound refusing to follow-through with what their rep said, and remove the remaining balance (even if that rep spoke against usual company policy.)
  2) A larger issue of Astound deliberately seeking to obscure information from customers, and to time their communications to deliberately make it difficult for customers to pro-actively respond to price changes.
  
  You will notice that the email clearly stating the new price came after it was too late to avoid the price. The previous month's bill (not linked in any email/notification) does mention the change in small text deliberately hidden in a large set of paragraphs mentioning many other irrelevant things. This is insufficient informing and is designed to trick customers into paying the higher amount and then providing no recourse once the higher price starts.

  Business Response

  Date: 10/01/2025

  Spoke to the customer, we did have a review done on what the customer was advised when setting up disconnect, we have resolved this with a credit for the remaining balance to honor this. 

  Customer Answer

  Date: 10/06/2025

  [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:09/29/2025

  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 ordered service through astound and was told my equipment would be free as a new customer. I found out with my first bill I was being charged a monthly fee for modem service. Since I was within the 30 day window of cancellation, I cancelled within 3O days. I returned their equipment. I just received a bill stating I owe a balance. I call astound about the balance and was told it was a fee for service. Soni asked to talk with a supervisor about the charge. The supervisor first said it's a service fee, then stated the fee is in collections. Then the service fee changed to a restocking fee, neither charges state on the bill what the fees are and she states there's nothing she can do about it since the charge is in collections. I'm trying to figure out what the fees actually is and why I'm being charged for a fee after I cancelled within the 30 day window I was allowed too.

  Business Response

  Date: 09/29/2025

  Reached out to the customer, no answer, left voicemail advising we have cleared the balance as they did cancel within the 30 day guarantee window from install date. Advised they should receive a new final bill with this update.
  

• Initial Complaint

  Date:09/22/2025

  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 negotiated a lower payment to Astound Broadband and since then I have had 4 sequential business days with an outage. When I tried to cancel my service I was told I would have to pay for an additional month.

  Business Response

  Date: 09/23/2025

  Reached out to the customer to confirm their disconnect, they are currently within the bill cycle to end services without populating a new cycle charge. No answer, left voicemail with department contact to reach out and confirm. 

• Initial Complaint

  Date:09/20/2025

  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 signed up for Astound in March at the rate of $55/mo+tax=$65/mo with no deposit and/or fees, or so I was told. I realized that was more than I could afford a month and called to lower my service to the $45/mo+tax which should have equaled $55/mo. Instead I have been charged a sign up fee of $35 and my bill has been over $65 every month, often with random fees bringing my monthly bill to over $100/mo. When I call and talk with customer service they say things like that fee seems acceptable and normal to me and absolutely will not fix anything. The service often has major issues and the only way to get them fixed is to pay one of their service providers to come look at it for $79 or more per visit. **************** will not help at all and just push and push for someone to come to take money from you. They say that it wont be a charge if the issue is on their end but it miraculously is never their issue and you have to pay. I have heard from everyone I know that has Astound that they have these same issues and have never had a bill under $100/mo despite signing up for much lower rates.

  Business Response

  Date: 09/26/2025

  Reached out to go over rate and service issue concerns, no answer, left a voicemail and provided my department contacts

• Initial Complaint

  Date:09/18/2025

  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 is claiming that we have not returned all equipment leased while using their service. They are claiming we had three Eero units, however we only had two and both were returned as confirmed by them. This is a fraudulent behavior by them to try to scam extra money from consumers.

  Business Response

  Date: 09/22/2025

  Reached out to the customer to advise the unreturned equipment charge has been waived and they will receive a new final bill to show this update. No answer, left voicemail with this update.

• Initial Complaint

  Date:09/17/2025

  Type:Billing 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.

  Astound charged me one time unprocessed payment $100.89 without providing any prior notice on Aug.10th. I received email at the same day regards to credit card payment due to my credit card issue. immediately logged into the account and changed the payment method. However this one time payment was still processed. I called Astound at the same day and demanded to speak supervisor, they agreed this credit will be provided back to me. However, this never happened, Hence i opened a dispute via my credit card company; instead of providing evidence to show this charge is reasonable, they sent me a letter threatening they will send this payment to debt ************** demand is very straightforward, credit back my $100.89 one time charge as promised, i will cancel my dispute and pay any remaining balance on my account.

  Business Response

  Date: 09/18/2025

  Spoke to the customer, went over billing and payment history. We confirmed the credit for the autopay denial fee and late fee were waived, did confirm the account as of now is all cleared, no further payments needed. 

  Customer Answer

  Date: 09/24/2025

  [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:09/17/2025

  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.

  Stop the harassment. Everyday I get flyers from astound to sign up for service. That's not the worst of it. Three times in the last 5 months someone has come to my door ringing the doorbell around 12:30 or 1:00? There are several no soliciting signs around the property. I have told all three of them not to come here again. They keep coming. The next time someone comes. I'm calling the police and having them charged for solicitation because there's no soliciting signs all over the property. Due to this harassment. I'll never sign up for astound. Do you think harassing people will cause them to sign up for service?

  Business Response

  Date: 09/18/2025

  Reached out, spoke to to Mr. ****** regarding opting out of door sales and mailed flyers. No other concerns. Opt out submitted.

  Customer Answer

  Date: 09/24/2025

  [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:09/15/2025

  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.

  Constant intermittent internet connection issues for the past few months. Called on 9/15/25 to request a technician to come out & was told the earliest appointment available was 9/21/25. This is absolutely unacceptable since my only option for service in my development is Astound. I've had this horrible service at the same address for over 20 years, but it has gotten worse over the past 6 months and I have no options to switch to another provider. I also have a business at home and work from home so waiting a week for a service call for a customer who can only get ******************** is unacceptable.

  Business Response

  Date: 09/16/2025

  Spoke to the customer, was able to find a sooner appointment for the service issues. we also discussed reviewing options to review the rate for opportunities to lower, will be following up to see how appointment went and going over rate options.

• Initial Complaint

  Date:09/15/2025

  Type:Customer Service 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 have applied for Astound service twice, and both times they scheduled technician visits, only to later inform me that service was not available at my address.Despite this, Astound continues to send me promotional mailers and advertisements stating that their fiber service is available and encouraging me to sign up. I have also filed two availability challenges with the *** National Broadband Map, both of which Astound conceded confirming service is not available. However, Astound has only updated the *** map for one unit out of more than 50 in my townhome complex, leaving the majority of my neighborhood incorrectly marked as served.This is misleading and frustrating for residents, wastes our time with technician appointments for service that does not exist, and makes it harder for policymakers to see where broadband is truly lacking.

  Business Response

  Date: 09/16/2025

  Spoke to Mr. ********** regarding concerns with the address's serviceable status, advised I have a ticket submitted for us to update this on our end, as well as opted out the mailing for this address so they won't receive any further ad mailer as requested. He had no other questions or concerns. 

  Customer Answer

  Date: 09/17/2025

  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. If I do end up getting mailers in the future after say October I will be filling a new complaint if the service continue to be unavailable.
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:09/14/2025

  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.

  Complaint:I am requesting assistance regarding a billing dispute with Astound Broadband. I am being charged for over 20 unused days of internet service because the company does not prorate when canceling mid-billing ******** billing cycle ends on 8/23/2025, but I moved out on 8/30/2025. I contacted Astound and escalated to management, but I have not received a resolution. I am seeking a fair adjustmenteither prorated billing for unused days or aligning my disconnect date with my move date.Desired Outcome:A fair resolution through proration or date adjustment, and acknowledgment of this unfair billing practice.

  Business Response

  Date: 09/16/2025

  Reached out and spoke to the customer, educated on the data disconnect policy that states "you are responsible for the full monthly charge (without pro-ration) for the Service, even if you terminate the Service prior to the end of the monthly service period." Offered to send the link to our website where the customer can review this. He disagreed with the policy and did not want to given information to review. No other questions.