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Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see

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Astound Broadband powered by RCN has 17 locations, listed below.

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    Customer Complaints Summary

    • 706 total complaints in the last 3 years.
    • 274 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 an account for internet with Astound. i currently pay ***** a month. they are offering new customers internet for 25$ a month with a price lock for 2 years. meanwhile i am an established customer for ten years. when i contacted them about this offer i was told this is only for new customers. they did however tell me they would reduce my bill by 15$ for six months. (i just paid my bill. with taxes and fees my bill was only 5$ less). i get that they want to bring in new customers but i feel like they should not charge me 91$ while new customers pay only 25$.

      Business Response

      Date: 04/13/2023

      The offers online are available only as an introductory offer. $76.11 includes the internet, service protection plan and equipment rental. Customers are able to bring their own equipment and in ************************ case, this would save an extra $19.90/month *****************************************************************************************

    • Initial Complaint

      Date:04/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Called 5 times to request fiber line be buried that was left in our yard. It has been 3 months and the line is still not buried. Need resolution.

      Business Response

      Date: 04/07/2023

      This drop bury is scheduled for next week. we called the customer and left a message with the update.


    • Initial Complaint

      Date:03/30/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told my equipment was bad, so I was not getting a good picture on my TV. I was told that the new quipment meant a new account . I was quoted (for the same package) $122 per month. After the equipment was set up, I noticed I had very limited channels. When I called ASTOUND, i was told to get the channels I had before (still losing showtime and STARZ) my rate would jump to $162.69 per month from $146 per month. The lady that took my initial order, outright lied to me to get me to switch to a higher rate. I want what I had before.

      Business Response

      Date: 04/07/2023

      A change of service order was completed to reduce the rate to 121.13 for basic cable and 300mbps internet. Signature cable was added back the same date and $162.69 is the rate for the signature cable and 300mbps internet service. There is a future scheduled adjustment to reduce the bill by -26.00/month. This monthly $136.69 rate is better than the best available price we have for this level of service. 

    • Initial Complaint

      Date:03/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      No details...Astound sucks!!,, worse than RCN!!... I lose the connection 10 times a day because you guys are always rebooting always doing some upgrade it's a pain in the a** so that's the complaint the company *****

      Business Response

      Date: 04/06/2023

      We have a technician visit scheduled for 04/10/2023 2-4PM, although the modem is online. If the technician determines there is an issue with the inside wiring or customer's own devices, there could be a charge of $79.95 for the visit. 

    • Initial Complaint

      Date:03/22/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      3 weeks ago, we had an ice storm and the Astound cable fell into yard. We have called more than 5 times to get the cable repaired. Astounds customer service has promised that a manager wound contact us when the cable repair person was on site to do the repair. for the last 3 weeks no one has repaired the cable and it remains in my yard. I pay over$222.00 each month and am up to date with my payments. Prior to Astound we had WOW (Wide Open West) as our provider and had a much better service. Astound bought out WOW and the service has gone down since.

      Business Response

      Date: 03/30/2023

      The drop wire was re-hung and this has been taken care of, 

      Customer Answer

      Date: 03/30/2023

      [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:03/20/2023

      Type:Billing Issues
      Status:
      Resolved
      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 been a customer with RCN since 2001. My account number is ****************  We live in Nazareth, PA and RCN has been our only available choice in our neighborhood for cable and internet. We have been unhappy for a long time about the excessive surcharges we have paid for cable services ($76 plus monthly for Broadcast, Sports, Entertainment networks surcharges). We are billed around the 15th for future services. I called to cancel our cable portion of services on 3/13. They were able to come to our home on 3/16, one day after the monthly charges would have started. I called to see how much my true bill was since the bill I was mailed would not reflect my cable being cancelled. I was expecting a bill around $93, but was told the bill was $160.37. I quickly realized that they were including all of the hefty surcharges for one day of cable service. They said they cannot change it, and the way I see it, they have given themselves around $76 unfairly. I asked to speak to a supervisor and they said the supervisor would say the same thing. This is just gross, and I want you to be aware of it. Is there anything you can do to help me?

      Business Response

      Date: 03/30/2023

      Typically, surcharges adjust the billing cycle after a change is made. The next statement does not print out until 4/15 so if the surcharges are not adjusted on that statement, please contact customer service 24/7 at ###-###-####

      Customer Answer

      Date: 04/01/2023

      [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:03/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 bill used to be around $127 a month for internet service only. Then it increased to $132. Last month my mailed statement showed I owed $132. When I went to pay, the automated system said I owed $147. I paid it but my statement stated I owed again $147. There was a late fee of $15 for that month. But this month my statement says I owed again $147 even though I am not currently late. I tried calling 3 times today but every time I request to be transferred to an agent, nothing happens and it appears it’s been disconnected. They have also started charging every month to pay by phone.

      Business Response

      Date: 03/20/2023

      The last two bills were not paid on time, the bill due on 1/15 was not paid until 1/24, the bill due 2/15 was not paid until 2/25. That was the reason late fees were applied.
      When a payment of 147.12 was made on 2/24, that brought the balance down to 145.59 and she paid that on 3/16.
      Statement 08/23/2022 127.28 due on 09/15/2022 paid 09/20/2022   -127.28 
      Statement 09/23/2022 127.28 due on 10/16/2022 paid 10/23/2022   -127.28    
      Statement 10/24/2022 132.12 due on 11/15/2022
      Statement 11/23/2022 264.24 due on 12/16/2022 paid 11/23/2022   -132.12 & 12/17/2022   -128.13 
      Statement 12/23/2022 132.12 due on 01/15/2023 did not pay till 1/24
      Statement 01/23/2023 279.24 due on 02/15/2023 (includes past due & late fee) paid 01/24/2023   -128.72  did not pay current balance till 2/24
      02/23/2023 23 294.24 due on 03/18/2023 (includes past due & late fee) 02/24/2023   -147.12 & 03/16/2023   -145.59 (this one is the current amount that was due on 3/18)

    • Initial Complaint

      Date:03/11/2023

      Type:Delivery Issues
      Status:
      Answered
      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.
      Have service with this company all the sudden without any written or verbal communications they raised the monthly service rate for the same package

      Business Response

      Date: 03/20/2023

      A promotional offer, which was a three year, no contract pricing structure was applied to this account 12/17/2019 and expired 01/06/2023. On 03/07/2023 we applied a new promotional offer and with ACP, the monthly rate is reduced to $36.77 for 250mbps and a free upgrade to 400mbps. 

    • Initial Complaint

      Date:03/09/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 don,t have my proper service,and was told they can,t find the problem,they say its something in the city,i have talked to tech support,many times,techs have been in here 5 times,and still my service doesn,t work,i want a phone call from corporate,to adjust my bill,every month,ill its fixed,this is an every night thing,that just keeps getting worse,cable is not right,internet is bad,but still i,m paying for service i,m not getting

      Business Response

      Date: 03/15/2023

      A local market representative, Donald has reached out to the customer and is working with our technician team to set up an escalated trouble call trouble call for Thursday 3/16/23

      Customer Answer

      Date: 03/15/2023

      [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:03/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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'm having trouble getting service for any period of time I have has Wow which was bought out by Astound by RCN. I have had this issue for more than a year now, they never completely fix the service, they do something to make it last a day or two and the service goes out again. I have not had a full month of uninterred service since I signed up with them. I call to report the outage and the usually tell me they don't see anything wrong when they run a test from wherever there're at. My service goes off and on multiple times a day and I have called lots of times, I really just would like for my service to work. I pay my bill on time every month but I'm not getting a month worth of service. Also most of the customer service people I have spoken with are unprofessional and rude

      Business Response

      Date: 03/15/2023

      There has been a 1 minute loss of service to the modem 3/12 and several devices are connected sharing the 100mbps speed. We have not had a technician visit scheduled here since 11/22/2022. Please call us 24/7 at ###-###-#### to schedule a technician visit if connection issues persist. 

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

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