Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

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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

Submit a Complaint

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:11/03/2023
Type:Service or Repair 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 Broadband RCN. To pay you have 4 options. Pay with an agent fee $9.95, pay automated fee $2.95, Pay by email fee $1 and the free option, the app, doesn’t work—server error occurred—for the last few months. And they won’t honor waived fees. How is it legal for them to charge you a fee to pay a bill and not have a working app or other alternative to not have additional fees to pay a bill.
Business Response
Date: 11/07/2023
As a courtesy, we have waived the $1 web processing fee. Please call technical support 24/7 at ###-###-#### to troubleshoot the Astound Mobile app, as we do not have any outages or errors reported with the app. Additionally, we charge $9.95 to make a payment with a representative, $2.95 over the automated phone system, $1 through the web or with an email token, and all 11 of the following methods, processing times and amounts are available, 5 of which are no charge:
AutoPay /$0/ Immediate on due date
Astound Mobile /$1.00/ Immediate
Web Chat Bot Assisted /$2.95/ Immediate
IVR (automated phone) /$2.95/ Immediate
Agent Over the Phone /$9.95/ Immediate
Bank / Credit Union /$0/ Immediate, once received
Local Office /$0/ Immediate
Online Token Payment (email) /$1.00/ Immediate
Payment Center /$0/ 3 Business Days
Western Union /$2.95/ 3 Business Days
US Mail /$0/ 10 Business Days
Customer Answer
Date: 11/07/2023
[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:11/03/2023
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.
My 90 year old father reached out to the Astound Company regarding issues with two boxes. When the company came to the house for repair, they were not able to solve the problem. My father was told that the service cannot work with their new equipment. He spoke to someone from the Company to come and replace the box that is not working with a new one. An employee from the company of Astound came to the house and disconnected all of the equipment and service without notifying my parents. They were left without ************** Cable and Wi-Fi meanwhile they were getting full payment. My father made at least three payments of $252.70 a month. He would like a refund for the length time that he was being charged for three boxes and only one box was working. My elderly parents were not able to continue to reach out to the company and resolve the issue.
Business Response
Date: 11/07/2023
09/01/2023 3:49 pm was the first time we were made aware that a cable box was not working. Service was disconnected 9/14. The boxes were a charge of $8/month, so a prorated credit of $8 (for 2 boxes) was applied 11/7. The rest of the charges were for service rendered, not equipment rentals and we charge for the cable subscription, not the cable service per box.
Customer Answer
Date: 11/07/2023

Complaint: 20822240

I am rejecting this response because:

According to my Dad. Two boxes not working. The Company came out and took one box and stated that they will send somebody else to repair the other box. No other service man came out to repair the other box. My Father used one box for 4 months. They finally came and took away all equipments leaving my parents with no service After numerous of calls to this company which led to an argument. This is really unfortunate .

. Unfortunately My Dad did not document the dates . For sure all the calls that he made to them from the land line phone . they are aware of the numerous call that was made to them. F

Regards,

*******************
Business Response
Date: 11/20/2023
We are unable to assist with this disconnected account as the phone service was canceled on 10/03/2023

Customer Answer
Date: 11/24/2023

Complaint: 20822240

I am rejecting this response because:

Regards,

*******************
Customer Answer
Date: 11/28/2023

Complaint: 20822240

I am rejecting this response because:
Once again Asbound has to be held accountable for the poor service they provided. The company had someone come to my parents home and disconnect all equipments and because they were not able to solve the problem. Parents were left with no service. My parents does not owe any more money. Why are they receiving a bill . It took me almost two weeks to find another company. Poor Service.

Regards,

*******************
Initial Complaint
Date:11/03/2023
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 called Astound last month to negotiate a better rate, I was quoted $62.00 per month for 12 months, which I accepted. I received an invoice for $76.02 and when I called customer service, they refused to honor the offer of $62.00. I want someone to listen to the phone conversation of the agent offing me the $62.00 per month and to honor that offer.
Business Response
Date: 11/03/2023
The notes on the account indicate the customer was offered $61.02 as a monthly rate on 10/10/2023 3:53 pm. This was prior to promotional offers applied 10/27/2021 expiring 10/27/2023, however, we will honor the quoted rate effective the billing cycle beginning 10/27/2023 (when the increase became effective).
Customer Answer
Date: 11/03/2023
[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 pending receiving this information in writing via my email *********************

Regards,

*************************
Initial Complaint
Date:10/30/2023
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.
I canceled my service with RCN in July 2023. Disconnection was fine. Mailed in my equipment (modem) to RCN on 7/31/23 and it arrived at the local office on 8/1/23 and was signed for by one of their employees (KDENNIS) on that day. Since then, I have been repeatedly harassed by RCN for unreturned equipment. I have spent 10+ hours on the phone with them to get to the bottom of this issue and have this marked as returned. I am receiving final bills before collections for equipment that was returned. RCN themselves admit they see the tracking info and that it was received by them, but continue to say that it needs to be marked by their local office. I do not appreciate or understand threats for collections on equipment that has been fully returned to them, which they admit. Incredibly shady business practices.
Business Response
Date: 11/01/2023
Charges for unreturned equipment have been removed and the equipment was removed from the account on 10/30/2023. There is no outstanding balance at this time.
Initial Complaint
Date:10/29/2023
Type:Order 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 not liable for this debit with Astound Broadband Power by RCN, I do not have a contract with I C System, they did not provide me with the original contract as I requested.
Business Response
Date: 11/01/2023
Service was disconnected Wed, Aug 18, 2021. The amount owed reflects charges for service rendered from 07/30/2021 - 08/18/2021 which has not been paid. $54.94 is the total outstanding balance owed on this account and this amount was recalled from IC systems third party collections on 04/22/2023.
Customer Answer
Date: 11/01/2023

Complaint: 20797199

I am rejecting this response because:

Regards,

**********************
Initial Complaint
Date:10/21/2023
Type:Service or Repair 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.
Approximately eight months ago astound ran new wire from my neighbors utility box to mine. The wire has been exposed above ground during this time. They were supposed to come bury it within a couple months, but after five phone calls/messages to remind them Im still waiting. Each time they act like someone will be addressing the situation, but nothing happens. This is a safety concern as kids are running in the backyards and can trip over this cable. They need to come bury the cable they put down. Thanks for your help.
Business Response
Date: 10/27/2023
We have escalated this concern to the construction manager in the market and they will expedite the wire burial.
Customer Answer
Date: 10/27/2023

Complaint: 20765117

I am rejecting this response because:
Assuming this gets addressed as stated Ill close this out, but since Ive been told multiple times this would be resolved and it still hasnt Im reluctant to accept this response until its actually completed.

Regards,

*******************************
Business Response
Date: 11/02/2023
There was a drop bury completed by my field team on 8/24, there must have been a new cable laid since then and no new request was entered. I will have it entered now.

Customer Answer
Date: 11/10/2023
[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:10/20/2023
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.
We have contacted Astound broadband >10 times for inconsistent service that goes out frequently. We ahve had service technician come to our house > 5 times. They keep saying we need a supervisor and construction team come out but there is not way to schedule that. They keep saying someone will call us within three days but nobody ever contacts us. This has been going on since the summer. We have a number of case numbers because they keep reopening cases. I spoke with a supervisor on August 14 named ************************* and was given a case number of *******. I have at least three or four other case numbers if helpful.
Business Response
Date: 10/27/2023
Theres an open construction ticket to replace the 540 feeding this building in which we need roof access, we have been in contact and attempting to arrange work with the building management.
Initial Complaint
Date:10/18/2023
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.
Jatin K****** is a sales representative for Astound and came door to door to inform us about Astound Broadband. The overall service is decent, but he had promised me a $45 credit towards my bill if I sent over any current bill from my existing broadband provider (which was Xfinity at the time). I sent that to him right away and he refereed me to speak with customer service. Customer service told me to go back to him. I have tried reaching him 9 times over 2.5 months via phone and 2 addresses for text messaging (which shows delivered to his work email)…and customer service twice…and Jatin has stopped responding, and Customer Service can’t help me out. Last week, they said they would escalate to a manager by today (Tues, Oct. 17)…and to wait until now to file my complaint…and I still haven’t heard back. I just want what was promised. I have all the documentation trail. Jatin seemed like a nice guy, but he should be reprimanded and trained for this kind of poor customer service and giving me the runaround. Shame on him. Brings the reputation of the company down.
Business Response
Date: 10/20/2023
We have reached out to the sales representative's management team and they will be in contact with the customer.
Customer Answer
Date: 10/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they are offering me $65 which will be credited to my account. When that happens, I find that this resolution is satisfactory to me.

Regards,
***** *****
Initial Complaint
Date:10/15/2023
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.
Astound charges $25 for new customers for a 300mbps connection whereas I am paying about $120 for 250mbps internet as an existing customer. I called them and they said there is nothing they can do. Their fastest plan is 600mbps and it is only $65 for new customers. It doesn't seem fair.
Business Response
Date: 10/20/2023
The promotional offers online are available as an introductory offer. ****************** has already taken advantage of an introductory offer. Please call ************** if you would like to make a change to the current service package of 250mbps with a free upgrade to 400mbps. We offer speeds up to 1Gin and 1.5Gig in some areas.
Initial Complaint
Date:10/09/2023
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.
Two issues: 1) They failed to turn off my service when I had initially requested it and are now billing me for the time after my request 2) They are claiming and charging me for equipment that I never rented or had in my possession. Further, when I try to reach out to them to get clarification all I'm allowed to do is get a robot that can't help me. RCN says that if I want to be in contact with a person then there is a $10 fee for that. I will not pay to speak to someone as this is their screw up and there appears to be no other way to get in touch with them.
Business Response
Date: 10/10/2023
The equipment for use of service installed on 07/08/2022 with MAC address ************ has not been returned, the only equipment used on this account has been our rental equipment. The $90+tax charge for unreturned equipment will be removed once the equipment is returned. A final, prorated amount of $57.52 is due for service charges 09/08/2023 through 09/27/2023, when a disconnection of service was requested. The last payment we received was 09/05/2023 for $67.99 and this covered service charges 08/08/2023 - 09/07/2023. We received a disconnection request through chat 9/27 and have no prior records requesting a disconnection.
Customer Answer
Date: 10/12/2023

Complaint: ********

I am rejecting this response because:

It is not correct: I already owned my own router and mesh system and it is unclear what it is that you say I have of yours. I declined this hardware. If there’s something else I don’t know what that is and you are welcome to send someone over or be remotely helpful.
Your chat box is incredibly unhelpful and I was told I would need to pay to speak with someone. Maybe you should make your options more clear and helpful.

Regards,
******* ******
Business Response
Date: 10/16/2023
We are not charging for a WiFi device, customers are able to use their own routers at this location, but the fiber to the home modem has not been returned or picked up. Please call ###-###-#### to arrange a technician to uninstall and pick up the ONT fiber to the home modem.

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