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

  7921 Woodruff Ct Springfield, VA 22151-2129

• 

  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:05/02/2025

  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 am writing this complaint concerning my bill!! When I signed up over the phone I was promised a discount if I signed up for auto pay and my bill does not reflect that. Your representative is giving false information which is disappointing!!

  Business Response

  Date: 05/06/2025

  I spoke to the customer regarding the issue with his bill. Educated the customer on the autopay/paperless billing discount but customer has declined paperless billing at this time. Cx is aware they can receive the discount once they are on autopay and paperless billing

• Initial Complaint

  Date:05/01/2025

  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.

  I have been an Astound/RCN client for 8 years. Decided to discontinue my bundled (internet/cable) service in October 2023, as the cost had steadily increased without notice to the point it was 3X what was being offered to new customers. However, they offered a deal to keep me as an internet customer. I agreed to the following terms: 2 year, no contract, 660MBS internet service for $50/month. This was a FLAT RATE INCLUSIVE OF EVERYTHING including equipment, taxes, surcharges, and fees. I asked them multiple times to confirm their pledge because "equipment, taxes, surcharges, and fees" were the source of the tripling cost over the years. Year one was fine. Since October 2024, the price has started to increase. Every month I'd call to complain and every month they'd credit me to reflect the correct amount - until they stopped crediting me and began listing "PAST DUE" for the increased costs. I called multiple times and was promised a call back from management - never happened. I filed an *** complaint in March ************************************** to resolve the issue within 30 days. Never happened. Finally, I called their ********************* Number (which I received after filing a similar FCC complaint about the same shady practice in 2021 - they didn't hold up their end of the settlement which is why I cancelled the cable). Escalation *** said they raised the costs because they didn't know Illinois would raise taxes - so what? If Illinois decreased taxes, I wouldn't have received a discount. He promised to correct the situation - this latest bill was STILL INCORRECT. So once more, I'm never sure what my bill will be - except it won't be correct. I have given up calling them about this - a waste of my time. I will follow up with *** and file a complaint with the ****I want it known that this company is chronically dishonest.

  Business Response

  Date: 05/05/2025

  I tried contacting the customer at the number provided on the account but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 05/05/2025

  [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 spoken to the business representative, and he has assured me the problem has been corrected, in reference to complaint ID ********, and find that this proposed resolution is satisfactory to me.  It remains to be seen if they comply through the end of the service period in the fall.   If past is prologue with Astound/RCN, I have doubts.  We shall see.  Thank you for interceding.  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:04/22/2025

  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.

  Cancelled service and they are charging full another full month of service I do not need because it is their "policy" to only cancel service and the end of the billing period. My billing period apparently ends on the 21st and I cancelled on the 22nd

  Business Response

  Date: 04/24/2025

  I spoke to the customer regarding the ******************** only disconnection policy. Per customer terms and conditions, ******************** only accounts must pay until the end of their current billing cycle if they choose to disconnect services. 

  Customer Answer

  Date: 04/24/2025

  
  Complaint: 23237355
  
  I am rejecting this response because:
  This is an unacceptable business practice. Per the representative, I was 1 day into the billing cycle and they still refuse to cancel the service and/or prorate the fees requiring payment for a full month of service I will not use. I have neverdone business with another company with such business practice.
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/02/2025

  I tried calling the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information. Per customer terms and conditions, Customers monthly service period begins on the first day following your commencement of Service date and the Service subscription automatically renews thereafter on a monthly basis beginning on the first day of the next billing period assigned to you until you cancel the Service. 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.

• Initial Complaint

  Date:04/21/2025

  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 am writing to report what I believe are unethical and predatory billing practices by Astound Broadband powered by RCN. I initially signed up for internet service (300 Mbps) at a promotional rate of approximately $30 per month. Over time, without any change in service, the monthly fee increased significantly—first to around $70, then $100, and eventually to $158. Astound claims the original rate was promotional, but I believe a more than 400% increase is excessive and unreasonable. I only recently became fully aware of these charges after reviewing my billing statements. I feel pressured to continue paying, despite the unfair pricing, because non-payment could damage my credit. This creates a system where consumers are vulnerable, and companies can take advantage without accountability. I am requesting that your office investigate these practices. I also believe I am owed restitution for the excessive overcharges I have incurred over time. I am attaching copies of my billing statements that show the price increases. Thank you for your time and attention to this matter.

  Business Response

  Date: 04/23/2025

  I tried contacting the customer through the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

• Initial Complaint

  Date:04/18/2025

  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.

  On 4/9 I notified Astound that their service had been disconnected and I had Direct Link installed for internet. Per Astound they didnt pro rate and would charge me until 4/24 as was their practice. Although paying for a service that had been disconnected seems illegal I didnt have recourse. However this week on 4/16 I was charged $86.93 for another full month of service. I was told when I protested that this was for 3/25 to 4/24 as a final payment I owed. I believe that billing customers for an additional month of service after the service has been fully disconnected and the account should be inactive should be illegal. And is a very poor business practice. They have operated as a monopoly in our area until now so these practices have gone unchecked. I would like a refund of the last payment after service was disconnected.

  Business Response

  Date: 04/22/2025

  I tried to reach out to the customer using the number provided on the ticket but there was no answer. I left a voicemail with my department's contact information.

• Initial Complaint

  Date:04/16/2025

  Type:Billing 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.

  I have been a customer for over 3 years. My bill was once $25 per month until the ACP expired. My bill then increased to $55. As of March 2025 my bill suddenly increased to $150. Whereas my neighbor's remains at $60. My service has since been terminated for past due payment owed. I have received a new bill for the month of May asking for $107.44. I called the company today asking why am I being billed for a service I'm not receiving. I was informed that I will continue to be billed until payments are rendered.

  Business Response

  Date: 04/21/2025

  I tried to contact using the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 04/30/2025

  
  Complaint: ********
  
  I am rejecting this response because: I was giving three explanations from three different employees working for the same company. This isn't making any sense. I was told that money was credited and taken off. I have nothing showing such activities. I was told my service wasn't terminated although I didn't have access to it. Astound hasn't done or said anything to resolve this issue to my liking. I have been a customer for over three years. I deserve better treatment than what I've experienced. Thank you for your time
  
  
  
  Regards,
  
  ****** ********

  Business Response

  Date: 05/05/2025

  I tried to contact using the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

  Customer Answer

  Date: 05/06/2025

  
  Complaint: ********
  
  I am rejecting this response because: The response from Astound isn't a response at all. They're trying to fast talk me instead of dealing with your department. I cannot be told that my bill is incorrect from one employee and can be fixed. Then told the bill had been changed without any documentation. And also told that they can continue to charge me until all payments are made. I am no longer a customer and would appreciate it if direct calls to me stopped. That is why I went through your office hoping to get straight answers and the bill corrected. Thanks again 
  
  
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/14/2025

  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.

  Hi, I recently stopped my internet with Astound Broadband due to costs. However, my parents agreed to help with the costs because my kids need the internet to do their homework. I believe my billing cycle ended on 12 April. On 13 April I called Astound in order to continue my service so there was not interruption in service. However, they charged me a reconnection fee of $125 when there was no disconnection. I request that this be waived for these reasons and pleaded with the receptionist who said that there was nothing that she could do, she was sympathetic and easy to deal with but she could not help me. She recommeded that I contact astound by email in order to get this fee waived as it is twice what I pay each month for internet. I was unable to find an email account to sent this request to. Please help me. My finances are deteriorating and I don't know how I am going to absorb the extra $125 fee. Also of note, the receptionist did not need to do anything in order to keep my service going because it was never disconnected. Thanks for your help.

  Business Response

  Date: 04/21/2025

  I tried contacting customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information

  Customer Answer

  Date: 04/22/2025

  [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:04/14/2025

  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.

  Astound broadband promised me a $65 per month fee, but they are charging me ***** every month in excess of that fee for Network Access and Maintenance Fee The salesperson ******** ***** ************ promised me a $65 flat fee to switch, and I switched, and now they are charging me junk fees. For instance a monthly $16.93 fee called a Network Access and Maintenance Fee which they deceptively include with Taxes and Fees. But they promised me a flat rate. They also charged me a bunch of one time fees, for instance, Web Payment Processing Fee of a dollar, charged in the third month of service for no reason. The dispute is over a monthly $16.93 cent fee. In 2022 in ******************************** settled a lawsuit about this for services going through 2022. It was a class action lawsuit and it was over a much smaller Network access and maintenance fee. This one is 3-4 times more than the one in the suit.

  Business Response

  Date: 04/21/2025

  I tried to contact using the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

• Initial Complaint

  Date:04/12/2025

  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 had Astound Internet service until 3/12/25 when I paid my past due balance and cancelled my service. They then proceeded to charge me a fee to restore internet ($40) and bill for the next month (~$120). I also got anew charge for a $75 equipment fee despite never having any equipment from them. I had used my own purchased modem to avoid those type fees. I have tried to deal with it via phone and webchat with Astound however they keep saying I had internet for another month yet it was disconnected and never restored because it had been cancelled. I cancelled my service and had paid my past due amount on 3/12/25 and do not expect to owe them anything additional because that is the point of cancelling.

  Business Response

  Date: 04/14/2025

  I tried contacting the customer using the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.

• Initial Complaint

  Date:04/10/2025

  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 am filing a complaint against RCN (now operating as Astound Broadband) for both long-standing service issues and an unfair billing policy following the cancellation of my internet service.I was a customer of ********************** for nearly three years. I initially subscribed to their 600 Mbps internet plan, but consistently experienced significantly slower speeds than advertised. Despite a technician visit, the issue was never resolved.Later, I was encouraged to upgrade to the 1000 Mbps plan. While speeds briefly improved, they gradually declined again, with speed tests regularly showing only ****** Mbps. In the final months, the service became unreliableat times I had no internet connection at all.Because of these persistent problems and the lack of resolution, I called to cancel my service. I was enrolled in autopay and assumed my billing cycle aligned with my automatic payments. However, I was told that because I canceled mid-cycle, I was still responsible for paying the full montheven though I would not be receiving service for the remainder of it.When I called customer service, the representative I spoke with was kind and genuinely tried to assist. She acknowledged the issue but explained that it was out of her control. She escalated the matter to her supervisor, who was dismissive and unprofessional. The supervisor was not only unwilling to offer any resolution, but was also rude during the interaction, which added to the frustration of the experience.I find it unacceptable to be charged for services I did not receiveespecially given the consistent underperformance and eventual instability of the internet connection. I respectfully request that the final charge be waived or refunded, and that RCN/Astound reevaluate its billing and customer support practices to ensure a more fair and respectful experience for consumers.

  Business Response

  Date: 04/14/2025

  I spoke to the customer regarding the complaint. Per customer terms and conditions, ******************** only customers that disconnect service, must pay until the end of the current billing cycle.