Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

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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

706 total complaints in the last 3 years.
272 complaints closed in the last 12 months.

If you've experienced an issue

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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:12/18/2023
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.
November 23, 2023 $352.58 October 23, 2023 $280.99 September 23, 2023 $301.58 August 23, 2023 $274.81 Ive just posted an updated review on Yelp so the issue has been copied below (********* surrounding area and under the name of **** of Astound). This ongoing problem is back from last year when the same thing happened and I posted a review of it on Yelp. Year two with Astound, same billing jump without warning. It's 12/18/2023. Look at my review on 11/28/2022, the same thing just happened. I got the bill keeps changing. It went from way over $300 to $280 (it was $273ish) when the bill JUMPED. I got the new bill paid and it's about $350. It's Monday morning 12/18/23 and when I try to resolve this, Chat goes away (I'm logged in), there's no notice of a bill increase on the prior bill, calling the 800 number tells me if I need help paying a bill and goes into a long bs something that ends up finishing the diatribe and leaves the line open but no one ever picks up (to get you so frustrated, you'll hang up is my guess). There's no outage or anything in this area. I should get through but it looks like I'm being encouraged to give up. (If this changes later, I'll update it but I'm filing a complaint in the meantime. I want what I was told a month or so ago (they have the record of the call or chat, I dont have the date but the price drop is obvious) --- $280.99 charge I agreed to per month for the next year and if this happens prior to next bill, refund of $79.59 for the difference. I keep watching changing bills and Ive called them about this before.
Business Response
Date: 12/27/2023
Spoke with customer about billing and promotions. She now understands and is happy with the outcome
Customer Answer
Date: 12/28/2023

Complaint: 21022526

I am rejecting this response because:
******* was really nice and perhaps more knowledgeable than most. But It has been over 5 years of issues with rcn/astound. So calling me "happy" can be left but I am not. Please have rcn/astound add one more piece of information for users who visit BBB. I was told the bundles kept expiring so they were supposed to be combined to expire next December. That *** be true but I won't know until later in **** and I'd like that added. So, if the bill shoots up again, I can point to BBB. Thanks.

Regards,

***********************
Business Response
Date: 01/05/2024
The current promotions on the account will expire on 11/24/2024 if there no other changes made to the account ********************. Customer will receive a 30 day notification on the billing statement prior to any price adjustments.
Customer Answer
Date: 01/08/2024
[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,

***********************
Customer Answer
Date: 10/25/2024

Complaint: 21022526

I am rejecting this response because:
This is what the rcn/astound *** said in the notes you sent to me.
Sent 1/5/2024 11:33:08 AM
The current promotions on the account will expire on 11/24/2024 if there no other changes made to the account ********************. Customer will receive a 30 day notification on the billing statement prior to any price adjustments.

I haven't received any sort of explanation of what's increasing on 11/24/2024. **** was paid on 10/17/2024, so next bill should be arriving shortly before I get a new bill that will probably leave me hanging from the ceiling.
The last bill we got was due on 10/17/24. I'm online on 10/24/24 and there's no new bill (expectedly). There are minor explanations of fees and nothing for future bills or changes. There never have been explanations as I've been through that before too many times (other than "fees" and minor changes). I had to contact them. One charge was expected but we weren't told there would be a charge for it (spouse called to get a ***lacement remote and she wasn't told). One or two of the charges was due to their error. The *** told me increases would have an explanation. No, they don't ("fees", I sort of understand).

The ***resentative said that we'd get notification of price increased 30 days in advance (if there are changes coming). It's 10/24/2024 and I have no clue
what's going to happen again. I'm not assuming the "bundled" price won't jump again. This happens every year despite what the *** said should happen.

Regards,

***** ******
Initial Complaint
Date:12/16/2023
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 had RCN/Astound Cable service at my old address that I lived at until October 31, 2023 (lived there 9 years). Thereafter I moved and my new address uses a different cable provider, Spectrum. On September 30, 2023, I called RCN/Astound (###-###-####) and advised them that I wanted to cancel my cable account and have it shutoff effective October 31, 2023. My normal monthly cable/internet/phone bills were outrageous, but they were on autopay and always paid on time - my last 3 legitimate bills at that address were Aug $316.57, Sep $347.81 & Oct $348.32. Since I have moved and returned their equipment, they sent me an outrageously exorbitant bill for $590.99 - I complained and they said they would credit the account but they'd have to engage their tech team since my account was already closed and it's Complicated. This week, I received a bill for $419.86 after their "credits" were applied. This is outrageous. Note - I moved my landline phone from them to Spectrum and that occurred exactly on October 31st. For a reason unknown to me, it appears they were trying to charge me for service post October 31st even though I requested it to cease effective October 31st during my call to them on September 30th. They even had to coordinate with Spectrum (current cable company) to transfer my landline phone number to Spectrum and that phone number was up & running at my new place on October 31st. so they cannot pretend that they didn't know. Now, I did not return the equipment to them until 11/19 or 11/20 via Fedex. So, if I owe them for anything it is just that - 2 cable boxes and a router for 20 days. I do not owe them for service after October 31st - I moved and their equipment was in a box at my new home and was not in use. I vehemently object to being charged for service during the period after October 31st and it's even more egregious to have their bill be more than what my normal monthly bill was when I actually did use their service - this is a blatant robbery attempt.
Business Response
Date: 12/22/2023
Spoke with customer was able to back date the disconnect of service date. Customer is happy with resolution.
Customer Answer
Date: 12/23/2023
[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:12/11/2023
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.
see Attached document
Business Response
Date: 12/21/2023
Spoke to ************** and explained that we did not receive a payment in September and that's when her account went past due. She will reach out to currency exchange where she made the September payment to and get a receipt and email it to us so we can research it further.
Initial Complaint
Date:12/06/2023
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 started my services on 10/6/23 and signed up for 300 Mbps Internet for $35 with autopay and e-billing for $25. comes with a free modem 2-year price lock. I had my router. Free installation ($79.95 value) they also charge me $**** to start the service. I received my first bill in Nov for two months. it was first for $112. I called in and was called a dumb **word and that ********* was getting on their nerves. After getting a manager on the line the next day. the billing was changed to $80 and the $20 off for the two months for the autopay and e-billing was still charged to me and they have forced me to pay them the full $80 out of my bank account. Now that I am asking for a refund of the $20 I'm being charged for them to come out and fix the modem that was not working at the time. The same one that was free when I started the services that I now have to pay for. for two months of services, the cost is 25+25 plus the start-up fee of **** comes to 5**** plus taxes of **** only ***** was supposed to come out of my bank account. They took $80.82 after I complained about the false advertising on the website and bad billing I have come to find out this would be a TRUTH-I**BILLING 47 CFR *******. I have calls recorded even the call where I was called the **WORD and what the manager told me would change and happen that never did. I am ready to put my recordings on social media and give them to my attorney for a lawsuit. You can't over charge your customers to pay off your big lawsuits
Business Response
Date: 12/13/2023
Service was installed 10/06/2023 and the first month of service including the activation fee of $9.99 came to $61.50 due 10/28/2023. Autopay takes 2 bill cycles to process and $112.19 was due 11/28/2023 for 2 months (10/6-12/5). The billing was corrected for the modem to be included in the price so $80.82 was due 11/28/2023. After the billing correction was made to include the modem and e-bill/autopay discount, $15.00 will be owed 12/28/2023 and $25/month will be the price going forward through 10/05/2025. We are reviewing all calls for derogatory comments.
Initial Complaint
Date:12/04/2023
Type:Product 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.
Starting December 1st my regular Hallmark channel is gone and I'm getting duplicate Hallmark movies and mysteries channel. Astound sent a technician out on Saturday and he said it must be a Hallmark Network problem or a problem where they plug in their signals and he escalated it. I tried to call today to get an update on the status since I'm paying for the Hallmark channel and not getting it and they basically could tell me nothing about the status of what's going on and so I feel like I got basically nowhere. I want to know when this problem is going to be fixed since I'm paying for that channel!!!
Business Response
Date: 12/15/2023
A technician was sent out Tue, Dec 5, 2023 to investigate this issue and it was determined to be an issue with the network. Hallmark is channel 66 according to our channel lineup. **********************************************************
Customer Answer
Date: 12/15/2023

Complaint: 20953845

I am rejecting this response because:
I had already put in my complaint that they came out and checked it out but they didn't know what the problem was if it was the network. And no Hallmark is channel 37 and it involved Hallmark mysteries and movie also on channel 86. The problem was the communication that was the problem that I didn't hear anything back they didn't update me to what the problem was what the status was and they told me they would give me a discount on my bill which I have never received! This response is short and has no information that I asked for in it whatsoever nor any remedy so yes I reject this response!!!

Regards,

*******************
Business Response
Date: 12/28/2023
Called customer on 12/26 and number has been changed or no longer in service. Sent email on 12/26 to please call us to help resolve this matter. Hallmark Channel HD is on Ch 37 & 837, Hallmark Movies and Mysteries HD is on Ch 86 & 886, Hallmark Drama HD is on Ch 87 & 887,
Initial Complaint
Date:12/02/2023
Type:Sales and Advertising 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.
We had our service put on vacation mode in October and were charged for the month of November. This is the second time in two years that they have done this. It took six months to get our refund
Business Response
Date: 12/22/2023
Spoke to customer and he provided updated information to send refund. Customer is happy with outcome.
Initial Complaint
Date:12/01/2023
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 was told my bill for 12 months would be $164.05 for a year,would have joined another company.want the adjustment i was promised 4 12 straight months
Business Response
Date: 12/15/2023
12/11 during a discussion with a member of management, it was explained that about $165/month was quoted before his promos reached a year and went into the next tier of pricing. This information was also printed on the October statement, page 5. We removed Starz and Showtime and bumped the loyalty credit from ***** to *****. Bringing rate down to ****** after estimated taxes and fees. We even backdated for a little credit towards the current balance.
Initial Complaint
Date:11/17/2023
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 had recently complained about this same company and missed the deadline to reply to BBB to inform I was not satisfied with Astound’s decision on making this situation right. They refused to credit my account according to the charges that was placed on my account during the errored additional charges ($80+) that were added in march or April of 2023. Instead they put my account on a promotion and credited the account about $30-$40. Now my account is being shut off and I’m having to pay $40 restoration fees that I’ve never had to pay before now it’s filling my account up and I can’t keep up. At this point, I believe this company has been trying to get me to cancel my service or forced to pay for charges that were their fault in the first place. I have no other service to turn to since I use my Xfinity internet for work and nothing else. I’ve never had this big of an issue till now. Everything else was just outages and bad cables. Now this seems targeted and malicious to design a way to inconvenience me for calling them out for charging for a modem that was giving to me by the company WOW before Astound took over.
Business Response
Date: 11/20/2023
As a courtesy, we have waived 2 $40 restoral fees and 2 $10 late fees ($100 total). $27.22 is due 12/15 and the monthly rate for the internet is $25.00 with a no contract promotional offer valid through 09/16/2024.
Customer Answer
Date: 11/29/2023
[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:11/17/2023
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.
On 11/5/2/2023 around 8pm EST. I contacted astound via chat. I provided my name, address and phone number. We discussed that I wanted to cancel cable, they asked why and I explained we don't watch it other than Eagles game and they said they were a fan as well. We also discussed the price of internet. That it was too high. They offered a promotion of $105.00 BUT a technician had to come out to change the equipment for $80.00. I asked what the price would be without the promotion for speed of 300. They could not tell me or what it would be after the promotion is up. I explained I dont want anyone in my house and my speed of 100 was fine wasnt there anything better they could offer or what are prices for other lower speeds they could not tell me. After going back and forth they offered $65.00 for the year that includes taxes and fees. And my next bill would be prorated and cable canceled. I received my next bill on 11/16 and nothing was done my bill was $200.00, not prorated and cable was still on there. I contacted via chat on 11/16 and they could not find my chat on 11/5. I explained, all contact with them should be notated to my account as they don't offer to email the chat. She asked for a screenshot of the chat. Why ask for all my info. If it is not doing to be documented. She offered the same promotion of the speed of 300, but now I can pick up the equipment and set it up myself and still can't provide the price. I was offered $148.46 for speed of 100. I kept explaining what I was offered on 11/5 and it was not honored. She offered a "promotion" of $141.06. That isn't a promotion. I want what I was offered on 11/5 to be honored. I want astound accountable for the chats and they need to start emailing the chats to the customers.
Business Response
Date: 11/20/2023
$84.80 is owed for unreturned cable equipment, as cable was disconnected Thu, Nov 16, 2023. We have applied a 12 month, no contract promotional offer for the current 100mbps package (with a free upgrade to 155mbps) to come to 59.46/month including est taxes/fees/equipment rental. To make a change to this package, please call ###-###-####. If the modem needs to be changed, there is a $79.95 technician visit/installation fee.
Customer Answer
Date: 11/22/2023
[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:11/15/2023
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 was a customer of **********************, now ********************, for more than 20 years. I recently moved out of its service area and had to cancel my service. When I cancelled over the phone I was told I could continue to use my RCN email address, and I was told NOTHING about the need to return equipment. Now I am told I can no longer use my old rcn email address, and I must return all cable boxes, modem and remotes. All of the equipment was left in the apartment which I vacated. It is about 200 miles from where I am currently living.
Business Response
Date: 11/20/2023
Equipment was removed from the account 11/17 and a credit/refund of -$3.72 remains on the account.
Customer Answer
Date: 11/20/2023

Complaint: 20873050

I am rejecting this response because:

While I am pleased that the equipment has been removed from the bill and a credit appears, I have received no apology for the misinformation and lack of information provided to me by various Astound representatives. A representative of the building where I formerly lived had to go into my apartment there, remove, pack and send it to RCN in ***************. Now, how am I supposed to receive the credit? Although it is a small amount, I believe a check should be sent to me.

Regards,

*************************
Business Response
Date: 11/22/2023
The email would remain active with a $3.95/** email only subscription, otherwise, it is deactivated when an account is no longer active with us. The equipment has been removed from the account 11/17/2023

Customer Answer
Date: 11/29/2023

Complaint: 20873050

I am rejecting this response because:
I want an apology for the lack of correct information I was given. No representative of Broadband was able to explain the method or cost of retaining my previous email address. Also, the small credit I have coming should be sent to me by a check.

Regards,

*************************
Business Response
Date: 07/23/2024
The issue was resolved with the customer. The equipment charges were removed and was told how to get email address back activated

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