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

  28 West 23rd Street 11th Floor New York, NY 10010

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

• 

  RCN

  7921 Woodruff Ct Springfield, VA 22151-2129

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:06/07/2023

  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 was digging in the neighborhood to deliver service. During the process they damaged several irrigation systems. They damage mine on 5/10. Spoke to crew and they stated someone would be out to repair the next day. No one showed to repair. We have placed three phone calls with no progress to repair. To our knowledge other damages irrigation systems have been fixed or a scheduled repair date. Case number: *******

  Business Response

  Date: 06/09/2023

  Our SR Construction Manager will reach out to Mr. ***** and provide an update ASAP. 
  

• Initial Complaint

  Date:06/06/2023

  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.

  After moving, I discontinued service on 6/2 and confirmed that I no longer had internet access. I am still receiving bills for the next month and being told by customer service that the service can't be disconnected until 6/8, even though it already has. Super shady.

  Business Response

  Date: 06/08/2023

  We were contacted 06/03/2023 10:14 am requesting a disconnection and billing was adjusted to reflect a disconnection on 6/3/2023. The billing cycle ended 6/4 so there is a 1 day credit on the account totaling -$1.67. 
  

  Customer Answer

  Date: 06/08/2023

  [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 *********  My account has been correctly updated to reflect no additional balance due and is correctly now shown as closed.  It would have been great to have gotten the same result via normal customer service channels, however.  It's unfortunate that a BBB complaint was required to correctly update my account for a routine cancellation of service.
  
  Regards,
  ***** *******

• Initial Complaint

  Date:06/06/2023

  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.

  Made several attempts and requests to have cable buried after installation and keep getting the run around and no solid answers it’s been “escalated” 4x if not more. They at one point completed a ticket saying it was complete when they were never out. The entire process to get the cable buried has been insanely impossible. Please help!

  Business Response

  Date: 06/08/2023

  We reached out to our construction department regarding the wire burial request and they will contact the customer today to communicate a timeline for resolution. 

  Customer Answer

  Date: 06/13/2023

  [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:06/02/2023

  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 contacted Astound/RCN on May 17, 2023 via chat to disconnect my internet services. I was assured it would be disconnected and service canceled effective within 24-48 hours. On May 30, 2023 I received a Bill for Service period of May 26-June 25th. I contacted them again on June 1st and found no record of my request and was informed they don't keep transcript history. I then asked to speak to a supervisor and was told someone would call me within 2-3 hours and never received a call. I contacted them again on June 2nd and after speaking to manager was told disconnection would happen effective June 2, 2023 and would receive an email (which I still haven't). I told him I would not be paying the current bill and would just eat the 9 days @$4.39/day + $26.96 credit on my account, which I thought was more than fair after having to contact them 3 times and could have asked for the full $66.49 back in refund and not pay the additional $35.12 that they want me to pay. He told me I was still responsible for payment up until June 2nd which is an additional $35.12 I will be responsible for. I will not be paying my bill effective 5/26 and again willing to eat, because perhaps I should have followed up after not receiving communication sooner, again this is due to bad customer service and business policy. I do not want the unpaid bill to go to collections and effect my credit score. The account is also in my name and I have asked for last name to be corrected many times (******* ****** and name is ******* *********) and gave up on that hope. I have attached the transcript history that I copied as they refused to provide me with a copy of it.

  Business Response

  Date: 06/08/2023

  We backdated the disconnection to 5/17 per the customer's request and billing was stopped effective 5/17. The credit balance for overpayment of -$53.79 will be refunded within 30 days. Please call us with an updated address if the mailing address has changed to ensure that the refund check is received. 
  

  Customer Answer

  Date: 06/08/2023

  [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,
  ******* *********

• Initial Complaint

  Date:06/01/2023

  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 have spent the last 3 days trying to get my service working and I likely can't get it up until next week. I moved to ******* from out of state and this is the only internet option for my apartment building. First Astound misinformed me that my equipment delivery required a signature. The ***** driver recorded my delivery as a failed attempt after not attempting to deliver. I was home all day. When I called *****, they informed me that the package needed no signature and would be delivered the next day. So my equipment very well could have been delivered prior to my arrival if the Astound rep had the correct information.I was given a modem, 2 routers, and an ethernet cable. There was no coaxial cable, I had to go out and buy one. Internet still didn't work. Customer support told me they could get a technician out next Monday. I work from home with security sensitive material and it's risky for me to use public wifi. I told 4 tech support reps and 2 of their supervisors this. They refuse to try to help and claim I can't talk to anyone above them. They don't have enough technicians to support an emergency like this. I made an appointment to have a tech come out and had it escalated for sooner service. I went to an Astound location to exchange my router and get a new one. Here I was informed that I was not only mailed the wrong type of kit for self home installation, but they mailed 2 routers and shouldn't have. This kit was completely haphazardly put together. I came home to plug in my new equipment and it still doesn't work. They still can't get a technician out until Monday, maybe sooner. I make $25/hr full time and so far I have missed 3 days of work because of this company. I'd like to be reimbursed for the time I'm missing due to their incompetence and lack of company resources. I've moved around and installed my own internet many times. This is absolutely unacceptable service and it's costing me money and negatively affecting my job performance.

  Business Response

  Date: 06/02/2023

  Astound was not the last provider to service this address, which is the reason self-installing did not work. A technician visit is scheduled for today to install the equipment for internet service. The eero router selected does include 2 pieces which were both necessary for WiFi and returned to **.  The eero router comes with two devices, this is for an extended WiFi signal. A $25 credit was applied to the account and we do not compensate consumers for time lost at work due to internet connection issues. 

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Astound says theyll send $200 gift cards when you sign up with them but they never send the gift cards. I have contacted them three times requesting the promised gift card and each time the customer service representative says they have created a claim and nothing happens.

  Business Response

  Date: 06/02/2023

  The amount of any gift card offer varies by package at the time this promotion was offered. 

  Order Placed:

  Install date: 11/13/21
  Services: 200 mbps
  Coupon/Sales code: 
  9229 $50 Gift Card Promo
  Gift card amount: $50
  On time payments: Autopay
  Email address: ******************
  Mailing **************** Address

   

  CREATED 5/31 AND CARD WILL SHIP SOON. CARD TO ARRIVE WITHIN 4 WEEKS.
  The account was disconnected with ** effective 6/1/2023

  Customer Answer

  Date: 06/03/2023

  [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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  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 an internet cable in our yard that needs to be buried. I called on 5/10/23 and was given a case number (#*******) and was told to expect a call with 3 business days to schedule service. I never got the call. I reached out again on 5/18 and was told to expect a call by 5/23/23 to set up service. I did not get a call. I reached out again on 5/23/23 and spoke with ********. He gave me another case number (#*******) and was told I would get a call within 3 business days. I did not receive a call. I called again on 5/30/23 and spoke with ******. She issued another case number (#*******) and was told to expect a call within 3 days. I told her that no one ever calls and I wanted to speak with her supervisor. She told me that wasn't possible. I asked for a different number to call and was told there wasn't one available for me. Our Astound account number is *************** and the account is in my husband's name, ***************************. I am at a loss as to how to go about getting this company that we pay each month to come out and bury this cable in our yard.

  Business Response

  Date: 06/02/2023

  We have escalated this to our construction team and they will reach out to ******************** to arrange wire burial. 

• Initial Complaint

  Date:05/18/2023

  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 have repeatedly reached out to my ISP pointing out that I am getting slower internet speeds than I am paying for. Both technicians that have been dispatched have pointed out that the slow speed is due to high traffic over a line running to our cable box because there is a splitter in our cable box and one drop is serving too many customers. Both technicians have put in work orders to have an additional line run to my apartment building. Despite multiple follow *** no work has been done. Without notice, the technician cancelled the appointment yesterday. If I weren't following up on a daily basis I believe that RCN Astound would allow the problem to persist. They have promised a fix for nearly a year now and done as little as possible to rectify the situation.

  Business Response

  Date: 05/24/2023

  On 5/23/23 we dispatched a technician to verify and confirm the scope of the work that needed to be done.  Our construction department has scheduled the necessary work to be completed on 5/24/23.  We are working diligently to resolve the issue.

• Initial Complaint

  Date:05/16/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scams labeled RCN come to my RCN account every few days. I have received dozens or maybe even hundreds over the years. They are getting more sophisticated. They now are addressed to specific groups of RCN email addresses. Getting more and more unacceptable. RCN needs to pick up its game with more sophisticated anti-spam protections.

  Business Response

  Date: 05/17/2023

  We are unfortunately unable to stop all phishing attempts. Please **** any spam email as spam, block the sender and feel free to forward any of these phishing attempts to ********************************

  Customer Answer

  Date: 05/19/2023

  
  Complaint: 20065454
  
  I am rejecting this response because: There is little evidence you are taking robust action to resolve spam issues.  For example, you do not widely feature ******************************** as a reporting feature, nor do you block or divert offender addresses or domains, nor do you enlist the help of subscribers in IDing offenders. You need to be proactive in utilizing the latest anti-spam and security software.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 05/22/2023

  Reporting Unwanted Email
  Select the email in the inbox and press the Spam button on the Webmail toolbar to move the message to the Spam Folder.  
  The sender gets a Spam Fingerprint associated with their sending email address, their advertised website URL, or the content of their message.   
  When these steps are followed, you should not receive the same spam message again, taking into account time to process the Spam Fingerprint and for reporting action to happen.  
  It is possible you may receive different messages from that sender in the future.   
  Follow the steps above to report each unwanted email.

  Customer Answer

  Date: 05/25/2023

  [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:05/12/2023

  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.

  RCN/Astound is our only option for cable and internet, according to the terms of our apartment lease. We would drop the company if we have a choice, but do not, so that is why I feel like I need to file a complaint. We have had frequent interruptions and outages of our internet service for over two months. These interruptions are not just a minor inconvenience, they have caused us to miss crucial work meetings and presentations, they force us to leave our house to use cafe internet service for our work, and have taken at least 20 hours of our time to try and work out solutions from this . Service dropping during work has also caused work saved to a cloud to be corrupted and lost entirely. Our online gaming and entertainment from home is also affected, meaning we do not get to enjoy watching streaming services or online gaming in the evenings. We have called their customer service numerous times and have had three technicians come to try and solve the issue. RCN has no-showed no-called on two separate occasions for service work. They will not issue us a credit "until the problem is solved", but that is presumably so they can keep the amount as small as possible, and we do not know when it will be solved. Each time we call customer service, they acknowledge that they have record of the service interruptions and only offer us troubleshooting steps that take our time but ultimately do not fix the problem. Furthermore, when an Astound technician did come, he explained that Astound has been having a ton of these issues with other customers due to known firmware issues with their modems. Their representatives still act clueless about that. It seems that the company is stalling and covering up an issue, then making it seem like our problem. They also keep telling us that they will charge us to send our next technician when our problem was never even fixed in the first place. We just want to get the service we are paying for since we don't have another choice.

  Business Response

  Date: 05/17/2023

  The modem was replaced here 5/13 and a technician visit is scheduled to troubleshoot internet connection issues 05/17/2023 ****PM

  Customer Answer

  Date: 05/22/2023

  
  Complaint: 20051690
  
  I am rejecting this response because a technician came for the 5th time to solve the problem and was not able to repair the issue. Our internet service is still intermittently dropping very often [twice just while I typed this response] and especially during crucial work hours.  I have called twice to notify them again, but their automated answering system doesn't even get me through to a live representative if there is any kind of outage in the area (which happened the last two times I tried to call and reach someone)---I am still waiting to be able to reach someone. This only extends the duration of the issue, since it is not related to the outages in the area.  It's almost like I'm a part of one giant joke.  We have tried everything we can, and this issue is wasting so much of our time and work hours since we work from home. Furthermore, if there are "known" outages, why am I not notified as a customer? The business not taking steps to get to the bottom of the issue in a swift manner is making me think there are more serious problems going on that the company can't keep up with demand.

  I will add that one of the kind representatives have finally agreed to my request of refunding some of the money we have paid over the past months where we have been experiencing the outage. This makes sense for us not to pay for a service we are not getting, and is much appreciated that finally a representative saw that. However, what we really need is to be connected to reliable internet service to be able to do our work-from-home jobs during the day without leaving the house and spending money at a cafe just to use wi-fi.

   

  Regards,
  
  ***********************

  Business Response

  Date: 05/24/2023

  Account was credited for service issues.  They also suggested that after the outage in the area cleared, if you were still having issues to contact us to schedule a supervisor tech to take a closer look.  Upon reviewing your service afterwards, it looks as though it has improved.  Spoke with **** on 5/24/23 and confirmed that the constant drops have been resolved and service has improved.