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

708 total complaints in the last 3 years.
277 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:03/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally complain about a billing discrepancy and the unacceptable treatment I received from one of your representatives on March 28, 2025.Billing Error:As a new customer, I was promised certain incentives, which were not reflected in my first months billing. When I contacted your support team to resolve this, the representative not only failed to correct the error but also behaved in a highly unprofessional manner.Unprofessional Conduct:The representative was dismissive, raised their voice at me, and made disrespectful remarksincluding questioning whether I could "understand or not" and implying a "language barrier." They then refused to provide their name before abruptly ending the call.Failed Resolution:Upon calling again, another representative acknowledged the billing mistake and apologized for the previous agents rudeness, assuring me the issue would be resolved and my complaint escalated. However:The billing problem remains ************* complaint was never forwarded, as promised.I received no follow-up email documenting the incident or the steps taken to address it.This entire experience has been frustrating and unacceptable. I expect:Immediate correction of the billing error, including any owed incentives.A formal apology for the representatives conduct.Confirmation that this incident has been documented and addressed internally to prevent recurrence.I will be looking for ways to escalate this matter to the relevant consumer protection authorities. Insulting your customers over the phone and shutting it without any provocation is unacceptable.
Business Response
Date: 03/31/2025
I reached out to the customer regarding his billing and customer support concerns. We went over the bill and the amount owed for services. Will be also submitting feedback.
Initial Complaint
Date:03/26/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Astound, Powered by RCN, in February via webchat and then in email on March 3 to cancel my service. On March 24, I received a letter from Astound letting me know that my service would be discontinued because of non-payment. This was strange because I previously cancelled my service. Upon calling them on March 26th, they let me know that my service cancellation wasn't processed and that I owed a late fee for a payment that occurred after cancelling my service. Astound has made it extremely challenging to cancel my service (including not processing my cancellation request for more than a month) and then engaged in extremely deceptive business practices by assessing a late fee on a month of fees that I don't owe.
Business Response
Date: 03/31/2025
I tried contacting customer at the number provided on the ticket but there was no answer. I left a voicemail with my department's contact information.
Initial Complaint
Date:03/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Continue to try and resolve billing issue after canceling service. I have called numerous times and spent way too much time on the phone being switched from one person to another, to be hung up on. This company shouldnt be allowed to do business in ********
Business Response
Date: 03/26/2025
I tried contacting the customer at the number provided in the ticket but the call went to voicemail. I left a voicemail with my contact information.
Customer Answer
Date: 04/02/2025

Complaint: 23115753

I am rejecting this response because:
Ive received numerous calls,emails and have had conversations with them. All of them state POLICY is pay for the whole month or nothing. No person whom writes the policies can be spoken with so next step is to send me to collections. I tried to be as acceptable of the policy , but my policy is not to pay for something Im not getting.
I stated Im willing to pay the 1/2 a month of service, but that is unacceptable to them. SAD

Regards,

***** ******
Business Response
Date: 04/09/2025
Customer was notified in March 2024 of the change in terms and conditions for Internet Only customers moving to a monthly subscription basis effective date of April 2024. The Terms and Conditions can be found at ******************************. They state: "For Customers that subscribe only to ******************************************** Service: Astound provides the Service to Customers that only subscribe to the ********************** Service on a monthly subscription basis. In this case, Customers monthly service period begins on the first day following your commencement of Service date and the Service subscription automatically renews thereafter on a monthly basis beginning on the first day of the next billing period assigned to you until you cancel the Service. You are responsible for the full monthly charge (without pro-ration) for the Service, even if you terminate the Service prior to the end of the monthly service period. If you terminate the Service prior to the end of the monthly service period, such termination shall be effective at the end of the then-current monthly service period. You will continue to have access to the Service at the account location through the end of the then-current monthly service period."
Customer Answer
Date: 04/13/2025

Complaint: 23115753

I am rejecting this response because: I dont ever recall being told when canceling service, I was responsible for the entire month of service. I have told I dont mind paying for services rendered, but the entire month, no.

Regards,

***** ******
Business Response
Date: 05/01/2025
We reviewed this concern with the customer. We went over the prior calls where he was advised about the disconnect policy for data services.The customer has stated that he will not be paying final balance. We have explained that we must follow the policy for all data customers regarding disconnection and final billing. The customer declined a callback from a manager and he is aware that if not paid the balance will go to collections.
Customer Answer
Date: 05/01/2025

Complaint: 23115753

I am rejecting this response because:
The executive team member has the same response as a regular customer service person and can only state policy I asked to speak with someone whom make these policies, and have been told THEY cant be spoken too. A call from another manager whom cant make a decision outside of policy is waste of our time.
I have offered to pay whats fair for service I used, half a month. Thats not acceptable to them. So the bottom line is yes send me to collections and they will settle for 1/2 the bill which is what Im offering.
This corporate policy to step over a dollar to pick up a dime, I hope will lead to this companies demise.
If someone whom makes policy changes can contact me Im willing to talk. But with all the past service issues I feel Im being MORE than generous with my offer
***** *.

Regards,

***** ******
Business Response
Date: 05/06/2025
We spoke with Mr. ****** again and explained our Terms and Conditions regarding the disconnection of his internet service. Mr. ****** disagrees with the policy which has been noted and forwarded to upper management.
Initial Complaint
Date:03/24/2025
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.
When I called to cancel our service I was told there was nothing further I needed to do, specifically no equipment that needed to be returned. We did not use their equipment for our service, but I asked twice just to be sure, as I have found Astound/RCN to be exceptionally dishonest and untrustworthy as a business generally. Frankly, I expected their to be something they would come up with to justify more charges after the fact, as they are well known for it.The *** assured me there was no equipment to return and nothing more I needed to do. Then I received a $100 **** for "Phone Equipment". We didn't have a phone. When I called, the *** could not help me but said she could see we did not have a phone and she opened a case (********) and someone would call me later. I received a voicemail and called back again. Today I spoke with someone who also could not help me and refused to transfer me to a supervisor. He put me on hold and claimed he spoke to the supervisor and that the equipment charge was for internet (even though the **** says phone equipment) and would not be removed. After a ridiculously worthless conversation which ended with the *** telling me if I don't pay they'll send me to collections, I am now filing this complaint (and any other complaint/negative review I can find on the internet). I do not have any RCN equipment to return. These charges must be removed from my account and the account closed immediately.
Business Response
Date: 03/25/2025
Tried contacting customer at the number on file but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:03/24/2025
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.
On Monday, March 24, my TIVO box was not working. I contacted the Astound **************** line where it was concluded that the box was bad. I told them that I would drive over to the facility on ******************** to obtain another TIVO box. Upon arrival at *****************************, the sign on the door stated that the office was permanently closed. Therefore, the **************** number was dialed again. Upon answering the young attendant told me that all customer service representatives should know all offices in ******** and ******* are permanently closed. Therefore, I asked to speak with a supervisor. After 20 minutes of waiting on the phone, she returned to say that a supervisor would return the call in 24 to 36 hours. I demanded that someone be sent to my home to exchange the boxes today. She said the earliest would on Tuesday, March 25 between 8 am and 10 am. Therefore, I have essentially wasted my entire Monday morning because I wanted to watch 20 minutes of a taped Good Morning American Show on TIVO. This is NOT customer service. If ******************** had customer service, they would be in my building. The only reason that I have Astound is because it is the service within the building and I live in a 600+ unit building. This is the 3rd time that I have had major issues with Astound/RCN or whatever acronym they are known by today.
Business Response
Date: 03/27/2025
I tried contacting the customer with the number on the complaint but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 03/27/2025

Complaint: 23108372

I am rejecting this response because:
This call came into my phone as a potential spam message. When the message was received and the call was returned, it went into a AI answering system at Astound that never allowed access to the caller.

Regards,

******** ****
Business Response
Date: 04/03/2025
I tried contacting customer by the number on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Customer Answer
Date: 04/04/2025

Complaint: 23108372

I am rejecting this response because: I did not receive the message.

Regards,

******** ****
Business Response
Date: 04/09/2025
Reached out to the customer, no answer, left voicemail and provided callback information.
Initial Complaint
Date:03/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my internet service with this company for my house on January 16th at 3pm and was told that my internet service will be disconnected in less than 30 days when my last bill will be due on February 12th and that I need to return the internet modem that I was renting from them for $10 a month. I returned that internet modem on February 10th using *****. I figured I'm done with these guys and won't hear from them again. Next two weeks, I receive advertising mail from them at my physical mailbox urging me to COME BACK to their company. And that they MISS ME being part of their family. (no harm here so far). Fast forward to March 20th: I check my email to find a bill from this company due APRIL 12th. I go back and check my bank account and find out that they also charged me on MARCH 15th. I call this company to ask why they charged me for an extra month and also attempting to charge my automatic payment for a SECOND EXTRA month and they inform me that it was a mistake in their system and that they didn't PROPERLY submit the WORK-ORDER which would have put the cancelation in effect. (the cancellation that they admit they have on file since January). After that, the agent and her supervisor then inform me that they have 3 more DEVICES rented out to me that they need me to send back to them. I explained to her that the only device I had in the house, I have sent it back to them but she says it shows in her system that the old company (WOW-internet) have issued me 3 other devices and they need those back. I explained to her that I don't have any other devices and that the technicians or agents might have mistakenly issued devices to my account that I don't actually have in my house. but she insists that her system is foul-proof and that she will look for the devices in her inventory and if she can't find them, then I will be responsible for them. Even though 5 minutes earlier she admitted that her system was mistakenly charging me after I canceled months ago
Business Response
Date: 03/27/2025
I tried contacting the customer but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:03/19/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
RCN/Astound raised their prices on me this billing cycle unexpectedly, as usually happens this time of year. However, this year, I had called into the billing dept on Jan 18th to get in front of the issue - I was assured by customer service that there would be no increase in my bill this year and that my current rate and "customer loyalty credit" (which they used to adjust the bill price for customers who actually pay attention to their billing increases and call in to complain) was good through March of 2026. Lo and behold, I open my bill for this month and it has increased by appx $15, despite being told in January in no uncertain terms that it would not be increasing. I called in to complain, per usual, and while they were able to "adjust my customer loyalty credit" to put my bill back to where it was before the random increase, they would not budge on prorating my bill for this current cycle. While the increase from the proate only comes out to about $4, its the principle here that is the issue. You can't just lie to customers that their bill wont increase, then when it increases and they call to complain, skim an extra $4 off the top. I should not be prorated for this billing cycle. I should pay what I have been paying and will continue to pay for the forseeable future, not $4 extra. When I spoke to the billing supervisors on duty today, "Chrystal M.", she was extremely condescending and snarky to me, and did not help with my issue at all.
Business Response
Date: 03/21/2025
Reached out to the customer to advise of 4.00 one time credit, and rate going forward with expectation on any future rate changes. No answer, left voicemail.
Customer Answer
Date: 03/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,
***** ****
Initial Complaint
Date:03/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to file a complaint against Astound/RCN regarding an issue with my billing and service disconnect. Last week, I called Astound/RCN to request the disconnection of my service. Today, I called again to ask for an immediate disconnection since I have switched to a new service provider. Despite my request for an immediate disconnection and prorated billing, I spoke with a representative named ********, who informed me that RCN's policy does not allow for prorated billing. She told me I would have to wait until the scheduled disconnection date of March 27th to avoid any ********** the time I signed up for the service, there was no indication or written explanation that RCN had a policy of not prorating service charges. As a result, I am now being charged the full amount of $49.56 for a service that I have already requested to be disconnected today, even though I have switched to a new provider. I find this to be unfair and misleading, especially since I did not receive any clear communication regarding this policy at the time of signing the agreement.Additionally, I have noticed a $1 one-time fee charged on every bill I have received from RCN. This charge appears on each bill without explanation and seems to be misleading, as it is not clearly stated or justified.I am requesting that my bill be prorated to reflect only the days I used the service. It is not reasonable for me to be charged for an entire month when I no longer have access to the service. I would greatly appreciate your assistance in addressing this issue and ensuring that RCN adjusts my bill accordingly.Thank you for your attention to this matter.
Business Response
Date: 03/17/2025
Contacted customer with number on account. Customer states she worked with a representative at Astound on her pricing. She tried cancelling the ticket and she does not need any further assistance.
Customer Answer
Date: 03/20/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks

Regards,

Vertulie ****** *****
Initial Complaint
Date:03/13/2025
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.
I dropped my television service but kept internet. Astound provided ***** shipping labels ************ and ************ for the two TV converter boxes. One unit was returned in November and the other February of this year. Both packages were delivered and signed for yet for some unknown reason I still owe them two converters or 300+ dollars as of today. At my request I opened a case on 3/8/24 ******** which was voided and had to open a second today ********. The units I returned replaced obsolete units installed by astound back in 2023 the installer took the old units with him. I had to provide tracking numbers which they provided which was odd. Strange thing is the alleged missing box returned in November was not an issue without a charge until I returned the second one last month. I was made aware of the first missing box after I returned the second one. Best I can tell at this point is they do not do any credit when the units are returned. I have less than 30 days to pay for the missing equipment I don't have which will be the end of service. I will not pay for equipment they have in their possession. I honestly don't know what to to do with the Internet gateway at that time. If I return the gateway I will have to pay for it if history repeats itself.
Business Response
Date: 03/14/2025
Tried contacting customer with number provided on complaint and the numbers on the account but the stated out of service.
Business Response
Date: 03/14/2025
Tried contacting customer with number provided on complaint and the number on the account but they both stated they were out of service. Could not leave a voicemail on either number.
Customer Answer
Date: 03/17/2025

Complaint: 23063495

I am rejecting this response because: I have Exhausted all efforts by phone. I have opened two disputes the first of which was cancelled by Astound with no reason given. If the conversations are recorded as indicated go listen to those.

Regards,

******* ********
Business Response
Date: 03/24/2025
I sent an email to the customer with our response and resolution for the issue.
Initial Complaint
Date:03/13/2025
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.
mny account number is ********** i loged into modem of ************* click on stadus iof modem and see this 30 Not Locked QAM256 0 Hz 0.0 dBmV 39.9 dB 0 0 then in modem i click on event log and see this 03/12/2025 23:44 ******** 5 "REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=*****************;CMTS-MAC=*****************;CM-QOS=1.1;CM-VER=3.1;" i had tech out jsut this month who put in a line te3ch still not fixed at all its a arris sb8200 modem can you have someone higher up look into thsi and line monitor me and send right people out since had tech and line tech out to fix these thing its a dcsis 3.1 modem
Business Response
Date: 03/14/2025
Spoke to customer regarding issues with their service. Scheduled a technician and escalated issue to dispatch.
Customer Answer
Date: 03/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** ****

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