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.

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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:10/08/2023
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.
Astound had removed my ACP benefit while there were no changes authorization to my account on my end or to my ACP benefit status. After being instructed by the phone rep to call back for courtesy credit for the missed ACP benefit (approx. 3 months), RCN refused to apply credit that was promised.
Business Response
Date: 10/09/2023
We do not backdate the *** discount, as we do not receive the subsidy payment from the *** program for periods of time that a customer is not eligible or transferred the benefit to another provider. When a benefit is transferred or a customer becomes ineligible for the *** benefit, customers are responsible for paying for service until they requalify and it is reapplied.
Customer Answer
Date: 10/09/2023

Complaint: 20712157

I am rejecting this response because:
Astound rep had agreed to credit once ACP was reactivated after checking with Supervisor. I have tried to resolve numerous billing issues while being a customer for over 4 years, including contact with Astound Executive Resolutions, with no avail. I will be proceeding to small claims court post legal pre-action notice sent to Astound headquarters in Jersey. Please notate this in the account and if interested in a resolution, reach out.

Regards,

***************************
Business Response
Date: 10/12/2023
We can not backdate the *** benefit. The account has been notated.
Customer Answer
Date: 10/12/2023

Complaint: 20712157

I am rejecting this response because:
I'm not asking the *** benefit to be backdated but a courtesy credit that was promised by Astound for those months, to be applied

Regards,

***************************
Business Response
Date: 10/16/2023
06/19/2023 10:59 am The only credit we can find a representative agreed to was applied for a total of 42 days of credit.
Customer Answer
Date: 10/19/2023

Complaint: 20712157

I am rejecting this response because:
Astound has made false promises and fails to honor them. Astound has been sent a legal pre-action notice for small claims court complaint in ********************. Please kindly have legal department respond.

Regards,

***************************
Initial Complaint
Date:09/26/2023
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.
Over the last year the internet provided by astound has gone from poor to non functioning. The service being paid for is not being provided. The internet has gone from barely able to stream shows and play online games to pausing to load and dropping interment every 3 min. This is unacceptable and needs to be either fixed or have the last 3 months payments refunded
Business Response
Date: 10/02/2023
We have not had a technician visit request to this address in order to determine what is causing a connection issue. We would not issue credit if the issue is the customer's own devices or equipment. Please call ###-###-#### 24/7 to schedule a technician visit or troubleshoot with our technical support.
Customer Answer
Date: 10/02/2023

Complaint: ********

I am rejecting this response because:

Since the issue started the equipment was up graded and the company was called and talked to about the issues the system was having. During the setup process atound was having issues with the system timing out while communicating with the devices which is what has been going on the entire time. This connection process took an hr and a half. Before amd after the upgrade the connection has been at best 30 maps and it fluctuates.

The problem is not my equipment, it's somewhere between astound and my house.

Regards,
******* ********
Business Response
Date: 10/04/2023
Please call technical support 24/7 at ###-###-#### and troubleshoot or schedule a technician visit. We have not had a technician visit to this address in recent history.
Initial Complaint
Date:09/24/2023
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.
I use cable cards for my privately owned TiVo dvr's and one of the cable cards has been randomly disconnecting the last 3-4 weeks. I am able to resolve the issue by removing the cable card and rebooting the TiVo. I called requesting a new cable card to be sent and I was told that I could pick one ** in ******* (roughly 40 miles from my home and 1.5-2 hour drive each way) or they could send out a tech for $70-$80 (the cable company they acquired - WOW Cable - did have an office much closer in **********). I then asked if they could mail me a cable card and they said they are not available to do that for their customers. I pressed and they said they will wave tech charge if they see its their issue but as I stated it works for a few days and if they come at that time they will not be able to see an issue. I have to pay them $80 to keep them as my cable company and they refused to provide an escalation contact at their corporate office.
Business Response
Date: 10/27/2023
Complaints have unfortunately been misdirected and this was not received until 10/27/2023, however, upon review of this concern, cable cards are only available for pick up or technician installation. We will be happy to offer a technician visit for no charge as a one time courtesy if you call ***************.
Customer Answer
Date: 10/27/2023
[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:09/24/2023
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 am being charged for something I never gave authorization for. *** RedZone was added to my account on September 11th only because the representative on the phone stated it was going to be no charge. I noticed this on my bill September 22nd when the bill came through and called. I was told they removed the channel but refused to remove the charge.
Business Response
Date: 10/02/2023
The charge for RedZone was removed 09/25/2023 and the statement due 10/17 was adjusted for $280.03. The *** RedZone is $64.99 as a one time charge and not included in any of our cable packages as a recurring subscription. The *** Network channel is in the Premiere sports package.
Customer Answer
Date: 10/02/2023

Complaint: 20649292

I am rejecting this response because:
The charge was for $68.99 not $64.99. The fact that it was added without my approval is astounding. I never approved the charge to my account.

Regards,

***************************
Business Response
Date: 10/04/2023
Including taxes and fees, $73.06 was charged and credited for *** RedZone
Customer Answer
Date: 10/07/2023
[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:09/22/2023
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.
9/13/2023. I received a text message from “Astound broadband powered by RCN” my Internet provider. My plan is for $19.99. Also on Acp. ACP stands for (American connectivity program) intended to connect low income individuals w/ affordable Internet. It’s capped @ ($30.) I was charged approx $120 for August. See (statement). (2) $60 charges for services. Additionally A credit I was unaware was applied totaling now $91. Plus, now a $9.99 charge for hardware & equip recently showed up, I never agreed & never knew of changes. I still haven’t received justifiable reason for charging me double. Or why no one can make sense of it on their end. 2x I called. Both gave conflicting explanations. (1) stated $91 was credit not charge. But messges state charge plus they. tried mult times to bill me. (2nd) call said I owe $91 bc bak-payments, I paid month of July already. stated my Acp removed & adjusted previous months despite being closed out already. Can’t pay if. They cant properly inform. It’s frivolous, I bought & paid for services @ set price. Low income & disabled. they shouldn’t be allowed to just make charge me & make up a charge later unreasonably. Its not how basic foundation consumer law or ftc regs designed to function or the set price case law. I never had/have a $91 plan. It’s just so egregiously unfoundd & unwarrtnd . The additional $9.99 charge started bc “equip & hardware”, but I payed for my router and cables myself. besides my buildings pre-installed & wired for Astound Internet. part of my issue came when ACP removed me from prog w/ provider accidentally n Aug but reinstated me in early Sept. (less than 30 days), my plan is for $19.99 meaning ten dollar credits should go to my acct but astound explained, won’t allow it to accumulate in acct. Then a new charge for equip was assessed. do you see a connection here? They realized they had to pay customers back-carryover payments from ACP. & made up false charges on fly. I was only Off Acp- less then 30 days.
Business Response
Date: 09/25/2023
The ACP discount was removed as of 09/16/2023. Astound received notification from the government that the customer was no longer eligible or transferred to another provider for the ACP discount. When customers sign up with ACP, they consent to pay for any charges not covered by the benefit should they no longer qualify or transfer the benefit. $91.30 was owed and paid 09/13/2023 but returned for insufficient funds, so $183.93 including charges for 8/22-10/21 and a $25 insufficient funds fee is applied to the account. Customers can reapply at ****************** and visit ******************* once approved/obtaining an approval ID for ACP, or call us 24/7 at ###-###-####
Customer Answer
Date: 09/30/2023

Complaint: ********

I am rejecting this response because:
There’s no clear reason for the charges in the explanation? There’s no explanation why from the date I was taken off accidentally and to the time put back on which checking was less than a week. In fact it took a few days to have it switched over. So why the heck am I paying 92.00. And 91.00? I don’t have a plan that much. I never signed up for that plan if that’s the narrative you’re going with. If you can provide me with a document that has my signature on it stating I opted to be charged for a plan that much I’d be happy to pay it. But all you have is conjecture! I never had this plan I enrolled in the basic plan. Months ago. Your team screwed up the accounting and now you’re trying to make up excuses for it, rather than simply admitting a mistake was made and rectifying it. AGAIN I WAS NEVER TAKEN OFF THE ACP PROG! It was transferred, not by me, by a different company I made a purchase from. This is all over a two day mistake I never made. If you’re really going to keep this false narrative going then I’m canceling my internet, and you can see me in small claims court, which I’ll gladly file if your stance remains. You have no proof of these charges ever being authorized or discussed. You can’t honestly expect a customer to be ok with charging them 10x the amount normally all for a couple days do you?this argument is so distasteful and really fraudulent. Again unfounded and never advised this would occur. Therefore it’s void, if you prove to me I agreed to any of the billing changes to acct. then I’ll pay. But there is none. I want the charges taken off. My Acp program to cover the remaining balances and the additional late charges which again is disgusting charging people who can’t pay you bill and then threaten to turn off there services. This is a bait and switch tactic used by Fraudsters people. There offering a service and pulling revealing a whole new different larger charge, in this case extremely. Why is my upcoming bill the same $90+ amount? I was out back on the ACP PROGRAM with astound!!!!! If you can give me a document with my signature that says I agreed to change my plan to a 90 one I’ll be glad to cancel my complaint. But if you aren’t able to give me some sort of legitimate proof explaining the charges dollar for dollar and the dates I made these changes to the acct, by law it’s undocumented charges and fraudulent.
I’ll admit to you this whole ordeal definitely leaves me astounded! But not in a good way. Is this how you astound people? By ripping off low income tenants.
just to remind you I’ve been given multiple varying stories as to what is going wrong on my acct. all astounds stories are different. Wtf? I looked at the reviews and you definitely have a history of doing this nonsense.
I’m asking BBB TO PLEASE CONSIDER THE FACT ALL OF THESE ACCUSATIONS OF OWING THEM MONEY HAS BEEN UNPROVEN AND FAILED IN THEIR RECENT RESPONSE TO PROVIDE ANY JUSTIFICATION FOR THESE CHNGES TO MY ACCT BILLING.
I DONT UNDERSTAND HOW YOU CAME UP WITH THIS WRONG TOTAL, it came out of the sky as far as I’m concerned. I NEVER ASKED FOR ANY OF THIS, YOU burdened my life intensively and without just cause FOR NO REASON.
IM ASTONISHED AT THE LACK OF RESOLVE FROM YOUR CUSTOMER SUPPORT ALL FOUR TIMES, different explanations, and total lack of in touch with reality or understanding what this looks like from customers perspectives.
My perceptive you just charged me whatever amount and give your support team limited access to the accts. I know this bc every time support gave the most basic excuses for the new changes. When you look at my history i never paid for more than basic plans. Your support cant even give an acceptable reason that coincides with your recent story or even sounds fathomable. You showed me your ugly side thru this entire experience. I’ll be providing platform reviews on everything I can. To try and mitigate anybody thinking about your shoddy services. And absolutely gaslighting tactics so to avoid headaches like you’re forcing me through. terrible business practices. Mind you I have severe ADHD, ptsd, and anxiety, you putting me through All this has made me relapse in medical conditions symptoms and led me to behaviors I regret due to the added emotional damages. I will be filing in small claims court for the amount needed for medical care, and emotional trauma added to a fragile state in my life now. On that note I want to formally thank you for all the unnecessary bs you’ve put me through. Thank you so much. How nice of astound to try and squeeze money out of clients with no causality. Please stop scamming me and trying to charge me fraudulently for things I never asked for. You don’t get to rip-me-off. I will fight you tooth and nail for the simple fact this is unethical, and immoral for your business to act like this. Please do something about this BBB for the simple fact of the negative precedence this would have if allowed to continue. They’ll just start charging people ridiculous amounts, as well as others, knowing BBB OR other institutions here for the purposes I’m contacting you right now about, won’t do anything to try and combat this. Pls put this in your shoes if you were being taken advantage of by corporate greed, what would you do? What outcome would you be searching for. And if everyone seemingly doesn’t see the wrong in this fake charge, imagine the amount of doubt/distrust youd be feeling Towards internet companies rn? I have way more important things going on in my life I should be dealing with not this.

Regards, **** *** *** ***** *** ***** ** **** ** ***** ***** ***** ** ***
Business Response
Date: 10/04/2023
The breakdown of charges is as follows:
07/21/2023 08/21/2023 100 Mbps Internet -20.66 0.00 -$40.47 Prorate
07/21/2023 08/21/2023 100 Mbps Internet 62.00 0.00 $21.53 Prorate
08/22/2023 09/21/2023 100 Mbps Internet 60.00 0.00 $81.53
08/22/2023 09/21/2023 Statement Taxes 9.77 $91.30
Ending Balance $91.30
The payment 09/13/2023 for $91.30 was rejected for insufficient funds.
A $25.00 insufficient funds fee was applied 9/18/23 in addition to the $91.30 charges that were due for service 7/21-9/21.
Service was repackaged at a promotional rate 9/14, so prorated credit was applied for 9/14-9/21:
09/14/2023 09/21/2023 100 Mbps Internet -$10.67 Prorate
09/18/2023 Insufficient Funds Fee 25.00 $14.33
09/18/2023 09/21/2023 100 Mbps Internet -2.67 0.00 $11.66 Prorate
09/18/2023 09/21/2023 100 Mbps Internet NWG100M 8.00 0.00 $19.66
09/22/2023 10/21/2023 100 Mbps Internet NWG100M 60.00 0.00 $79.66

09/22/2023 10/21/2023 Statement Taxes 12.97 $92.63
Ending Balance $92.63 + Ending balance from previous billing cycle that was unpaid $91.30 =$183.93 outstanding.
We have not received a new ACP approval ID through ******************* and ACP was removed as of 9/16/2023. Customer may need to re-certify/reapply at ****************** as we have no control over eligibility or approval.
Initial Complaint
Date:09/21/2023
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.
I was a customer of Astound Broadband beginning in May of 2018, which, at that time was called Wave Broadband, for both my internet and cable In June of 2023, I contacted Astound Broadband to notify them of my approval for the ACP benefit (through a member of my household who qualifies and had been approved) to have the discount be applied to my account. Astound REFUSED to apply the benefit to my account. For over 3 months, I was given the run around, with Astound AND with ACP - "You will have to contact ACP", "You'll need to reach out to Astound". I was contacting both on a weekly basis, almost daily basis. I was told on numerous occasions- so many times that I lost count, that a supervisor would be in contact with me to resolve the issue. Never happened. ACP kept telling me that I without a doubt qualified and was approved to receive the benefit. When relaying this information to Astound and while also providing the necessary and proper documentation of my approval, I was told, "We cannot accept your benefit, nor apply your benefit to your account." Astound denied my APPROVED ACP benefit and would not accept it. A benefit I was approved for by the FCC, in direct violation of the FCCs own Consumer Protection policies. As of 9/21/23, the ACP benefit has still not been accepted by Astound, I am still getting the run around, I have received no explanation or solution, and I am still contacting - everyday now, both Astound Broadband and ACP by phone and by using online contact forms. A supervisor has yet to call me, and Astound has now been refusing to transfer my call to a supervisor when I call. Unbelievable and I'm absolutley appalled by this situation. Going on 4 months, and I'm in the exact same position as I was on Day 1 when I first started. Unacceptable. **(For the next question, asking me to enter the amount of money I paid, I entered the total amount for the bills Astound charged beginning June 1 - Sept 1, 2023.)
Business Response
Date: 09/25/2023
A case was open as a result of an FCC complaint 09/22/2023 2:40 pm for investigation. The ACP has not yet been added to the account as the account must be in the name of the benefit qualifier, or the benefit qualifying person has to be indicated in our sign up form at *******************
Customer Answer
Date: 10/06/2023

Complaint: ********

I am rejecting this response because: Astound has told me on multiple occasions that a supervisor would be contacting me via telephone to correctly apply the ACP Benefit to my account. Astound has NEVER contacted me at all. I have been calling Astound Customer Service for the past 4 months (about to be 5 months soon) and each time I have been told that a supervisor will reach out and contact me within 24-48 hours. I have never received any such call. I have been told this at least 8 or 9 different times (minimim 8) that I would receive a call back. The last couple times I called Astound, the 2 or 3 representatives I spoke to wouldn't even transfer my call to a supervisor or manager or to whomever it was that I needed to speak to so that the benefit could be applied. Instead those representatives were extremely rude and began to argue with me and wouldn't do anything whatsoever. 1 of them even hung up on me as I was speaking. Astound has never contacted me regarding the ACP Benefit in these past 4 almost 5 months and I do not believe they will be contacting me now.
Regards,
******** ******
Business Response
Date: 10/16/2023
The benefit is being used by another provider, [BQP_SUBSCRIBER_DUPLICATE] The benefit qualifying person in this transaction is a duplicate of another subscriber in the ACP. BQP's can only be used one time to enroll and receive a benefit. To enroll this BQP using a different qualified subscriber, the subscriber who is already enrolled with this BQP will need to de-enroll.
Initial Complaint
Date:09/14/2023
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 switched ISPs to Astound/RCN on 7/21/2023. The next day I signed up for their e-bill and auto pay since it's required to receive the quoted big-font price. I actually had ACP with my previous ISP but when I signed up I was told to just cancel my account with the previous ISP. Unfortunately, this also canceled my ACP so I had to reapply for it and have it applied to Astound/RCN. I was later told this would be faster than transferring it. Now I have an uncovered gap and was charged the full price which was automatically withdrawn from my bank account. They say they can't apply the ACP retroactively despite my already being approved over a month ago. I'm now told it normally takes up to two billing cycles for Astound/RCN to activate the ACP despite the FCC approving my ACP application the same day I reapplied, over a month before the current bill. That's right! They are fine with the government moving faster than they can. They also told me that it takes up to 2 billing cycles for the e-bill and auto-pay discount to kick in. I was e-billed and auto-withdrawn but not discounted. They can charge much faster than they can discount or credit. I'm told the next billing cycle, my 3rd, should reflect the advertised prices. I was expecting to pay $10 out of pocket after discounts but was charged $45. After two complaints, a supervisor credited me $10 for my troubles. I'm still out $35. Next month's bill better be correct!
Business Response
Date: 09/14/2023
ACP was applied 09/11/2023 to be effective for the following billing cycle and a payment of $44.99 was taken automatically on 9/12. A $10 account credit was applied to the statement that will generate 9/19 in addition to the ACP credit and autopay credit. With the monthly rate of $45, a $5 autopay credit and a $30 ACP credit, the monthly rate will be $10 for 600mbps. The first month of service was applied for free with a promotional offer.
Business Response
Date: 09/19/2023
Service was installed 07/21/2023 and we did not receive the ACP approval ID until 8/3, and the ACP discount was applied on following billing cycle (09/11/2023). The first billing cycle was for service charges 07/21/2023 - 08/20/2023 but with the free 1st month promotion, only $9.99 was due for activation. With the billing corrections and $10 credit applied on 9/12, and another $20 credit applied today, 9/19, nothing is owed 10/13 and the statement due 11/13 will also be $0. The statement due in December will be $5. The one payment we received for $44.99 covered the $9.99 activation fee, $10 charge for September, $10 charge for October, $10 of the charges due in November and $5 of the charges due in December.
Customer Answer
Date: 09/20/2023
[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:09/12/2023
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.
My account with RCN is set up for autopay. The debit card used for autopay changed recently. I went online to update my card information and saw that I'm being charged a one time fee of $82.99 (Payment Declined 47.99, Auto Pay Denial Residential 25.00, Data Late Fee 10.00). I'm aware of the $10 late fee, even a declined card fee but this amount of $82.99 exceeds the amount in there service agreement which states: "A maximum $30.00 administrative fee may be electronically debited. If at any time your check or automatic credit card payment is rejected or returned, Astound Broadband will consider this a denied payment. You will be charged a $25 denied payment fee, in addition to any late fees incurred as a result of the denied payment and all other amounts owed to Astound Broadband." ACCT#*************** Total Amount Due: $139.18 (One-Time Charges 82.99 = Payment Declined 47.99, Auto Pay Denial Residential 25.00, Data Late Fee 10.00)
Business Response
Date: 09/13/2023
We attempted to withdraw $47.99 09/08/2023 with an automatic payment. This payment was declined and resulted in a $10 late fee and $25 autopay denial fee. We notify all customers on page 2 of every statement (attached): If at any time your check or automatic credit card payment is rejected or returned, Astound Broadband will consider this a denied payment. You will be charged
a $25 denied payment fee, in addition to any late fees incurred as a result of the denied payment and all other amounts owed to Astound Broadband. We also notified customers last month (attached statement from August 2023) that the network access and maintenance fee would be increasing by $3.20. All outstanding charges totaling $139.18 are valid and due 10/9/23. The $5 autopay discount was lost when the automatic payment in August was rejected.
Business Response
Date: 09/15/2023
This is correct, therefore, as a one time courtesy, we have removed the $35 fees and $104.18 for two months of service charges is owed 10/9/2023
Customer Answer
Date: 09/20/2023
[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:09/05/2023
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.
Astound broadband powered by RCN charges what seems to be a double fee for receipt of late payment. They charge a $15 late fee, turn your service off, and then charge an additional $40 restoration fee. $55 a month added to a bill that is already about $120 for Internet services alone. This is the only high-speed Internet provider available to me, this feels like civil robbery or some type of price gouging. As a working class family sometimes we are late, but this is making our bill about 40% higher than suggested. Additionally, the service is not very good and we often have connection issues. Something needs to be done about this.
Business Response
Date: 09/08/2023
We charge a $40 restoral fee as well as a $15 late fee if service is suspended for non-payment. The attached suspension notice and statements outline the charges and we notify customers of late penalties on the 2nd page of the statement each month. $357.63 was owed 08/23/2023 but -317.63 was not paid until 9/5/23. As a courtesy, a customer service representative waived the $40 restoral fee 9/5/23 which was the reason $-317.63 was paid rather than $357.63. $183.66 is outstanding and due by 9/23/23.
Initial Complaint
Date:09/05/2023
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.
Astound Broadband was my internet provider from August 24th, 2022 to August 1st, 2023 in **********, **. After ending service, I returned the router within the designated time frame and was not charged a fee. On August 23rd 2023, I was charged $83.69 for a "TiVo streaming device." When I called Astound, the representative told me that the device had been installed on my TV and that if it wasn't there, someone must have tampered with my television. He even suggested the movers had taken it. It was a bizarre conversation full of conjecture and accusations.I have a smart TV and would not have ordered such a thing. There has never been any TiVo device installed on my TV--if so, where is it?On August 24th, I was told that I would receive a $79 refund, with no explanation about the extra $4.69. On September 5th, I still have not received my refund and was told it would take another week or two. The service representative refused to provide a written confirmation of the refund, even though Astound has sent me multiple bills during my time as a customer.Overall, I made several phone calls to Astound, received wildly different information each time, and was charged for a TiVo device I neither requested nor received. I also received several email notices about "missing equipment" that did not itemize or specify the equipment, so I had to call to find out about the TiVo device. It seems clear that this is a scam targeting people who don't have the time or wherewithal to monitor their card statements. I am requesting an immediate refund and an explanation of charges.Sincerely,******** Court
Business Response
Date: 09/08/2023
The equipment was removed from the account 8/23 and a refund of -$79.69 will be issued within ***** days.
Customer Answer
Date: 09/08/2023
[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,

******** Court

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