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

  110 S 69th St Upper Darby, PA 19082-4118

• 

  RCN

  196 Van Buren St Ste 300 Herndon, VA 20170-5337

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:03/04/2023

  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.

  We recently disconnected our service with RCNM, and have been plagued with awful business practices since. On the phone call when I disconnected the service the provider told me there was no outstanding equipment. I then started to receive bills with late fees for a modem that I have no idea what it is. I called RCN and they said it was a modem from 3 1/2 years ago. I have never been charged Anything for this modem and do not have this modem. I asked to speak to a supervisor and stayed on the line for 30 minutes. They then told me no supervisor was available and one would call me back. I asked that they please call me back and shes promised that they would that day. A supervisor never returned my phone call, and I received another bill with additional late fees on it. This is a modem that they only started charging me for after I disconnected their service. Please stop charging me for this. I dont have an RCA and modem. We used our own modem. It is also fraudulent to continue to now charge late fees after I have disconnected my service. And I cant get a supervisor to return my phone calls. We want to be done with RCN and stop getting fraudulent bills from them.

  Business Response

  Date: 03/13/2023

  The modem rental was installed 01/27/2020 and has the *** address 909D7D0AEC21. Since 08/03/2020 the customer has been using their own modem, but we do not have record that the rental modem was ever returned. 
  

  Customer Answer

  Date: 03/13/2023

  
  Complaint: 19541153
  
  I am rejecting this response because:

  
  There is no effort to resolve the dispute. We returned the equipment.
  

  RCN TOLD MD there was no outstanding equipment when I shut down the service, and then began charging me fees without telling me.  Pull the initial transcript.

  They keep charging me fees that they never charged us prior to shutting down the service.

  I want all fees taken off my bill and the account closed or I will file additional complaints of fraud with the state.

  
  Regards,

  
  ************************* MD

  Business Response

  Date: 03/23/2023

  The modem with serial number *************** and MAC address 909D7D0AEC21 that was installed 01/27/2020 needs to be returned so that charges for the unreturned equipment will be reversed. 
  

• Initial Complaint

  Date:03/04/2023

  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.

  On January 24 I lost access to my email. Since than I've had 12 sessions with technicians. All their attempts to fix the problem failed. Last time two days ago I talked to superviser who said they cannot do anything anymore. So I pay for service they don't deliver.

  Business Response

  Date: 03/13/2023

  There are 2 ways a user can change their email / webmail password online; password changes take effect in less than 5 minutes 
  Email/Webmail password changes in MyAstound Selfcare
   Users can change their email password even when the current password is not known
   
  Email/Webmail password changes on usertools.rcn.com
   Users must know their old password to use this online tool 
  
  Password Criteria
  Password must be between 6-8 characters in length
   
  Begin with a letter or a number
   
  Can contain any printable character found on the keyboard
   
  The password is case sensitive

   

  We do not charge additional fees for internet customers to have email with us.

• Initial Complaint

  Date:03/01/2023

  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 phoned ************ on Thursday, February 23, 2023 to inquire about home internet service from WOW Phone-Internet-Cable. I was transferred to RCN / Astound Broadband from this number (apparently, RCN had purchased WOW and assumed servicing WOW customers in my area). I ordered internet service to be installed Wednesday, March 01, 2023, giving the representative all of the information they requested. The order was verified by an over-the phone confirmation# of YJRTCS21201112 which the RCN rep issued to me verbally. I received absolutely no phone calls, texts, or emails in regard to the service or the scheduled installation between 02/23 and 03/01. On the evening of the scheduled installation, after the scheduled time, i called RCN to find out why no one had been to my home to install the ordered internet service. I spoke to a representative who called himself ****. I asked him three times to repeat his name before i asked him to spell it to avoid confusion later. He proceeded to tell me that his credit department did not approve the account due to "unverified / unmatching information" on the application filled out by their representative with information i provided over the telephone. I feel it is POOR CUSTOMER SERVICE to not have contacted me to discuss and correct the discrepancies in order to provide the internet service as scheduled. I found their representative **** to be both argumentative and condescending during our entire conversation on March 01. I suggested that his credit department call or email me to correct the information as needed which, in my opinion, should have been done initially to maintain the original installation date. He insisted that i call them between the hours of 8AM and 6PM to address the issues. He requested my SS# as part of my verification which i am not comfortable with giving over the phone. What they called non-matching information should have been addressed by RCN prior to the scheduled installation date. POOR CUSTOMER SERVICE!

  Business Response

  Date: 03/09/2023

  2023-02-22 12:32 we ran a soft credit check for this account/customer which came back: CODE 2 - SSN Alert - Re-Verify Information, DO NOT **************** When we failed to reverify information as the customer would not provide their SSN, we are unable to complete an installation of service. 
  
  If this message displays: 2 - SSN Alert - Re-Verify Information, DO NOT Provide Service:
   
  Customer must provide Credit Compliance with a copy of their ID and Social Security card
   
  Fax to ************ Or email to Credit Compliance at *********************************
  

• Initial Complaint

  Date:03/01/2023

  Type:Sales and Advertising 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 had obvious evidence of fraud in that my user name had been changed and had no connection to my own. Furthermore they had been raising my rate without my knowledge. No email, no text, no call. Their explanation was it was on page 4 of the bills. Page 4?! What are y’all talking about. Looking into further legal action because this company is terrible. And then they won’t disconnect my service. They say I owe them $350. No chance they’re getting that. Dropping their box off tomorrow and if I hear even a peep from them I’m calling my lawyer. On principle. I’ll give him $350 to spend an hour suing them.

  Business Response

  Date: 03/06/2023

  This account has been suspended for non-payment, as we have not received a payment since 11/28/2022. $354.42 is the outstanding total balance for service from 11/29/22-03/28/2023. This balance would be reduced and prorated for charges from 02/26/2023
  -03/28/2023 if the balance remains unpaid, as 02/26/2023 was the date service was suspended for non-payment. The September statement attached reflects the notice of rates increasing beginning in October 2022 on the fourth page. 

• Initial Complaint

  Date:02/26/2023

  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.

  been with this company 3 months,have been lied to by the salesmen,when i joined,said 1st month free and a $150 gift card after 3 months,i also have had serious problems with television and internet,everyday,techs have been in here,and done nothing to fix it,they wont listen,i have no tv for 2 days now,and i,m sick of this,already have numerous witnesses,who have seen all this,i want my gift card,and the service i pay for,and my money back,for all this

  Business Response

  Date: 03/06/2023

  A technician visit has been set up for 03/07/2023 5-7PM to look into the internet/cable buffering issue the customer contacted us about on 03/05/2023. To receive a gift card, a customer must meet all requirements and respond to Mpell to obtain their gift card
   
  Order a qualifying package/services that includes the gift card offer; add gift card promo code for online orders
   
  Remain a customer in good standing (pay bill on time) for at least 90 days
   
  Subscribe to the services described in the offer for at least 90 days unless otherwise specified (downgrading service disqualifies the customer)
   
  Respond to Mpell fulfillment instructions 

  Approximately 2 weeks after the 90 day good standing period
  Customers will receive a letter/email from Mpell, our gift card vendor, with instructions to obtain the gift card
   
  The letter / email is sent to the service address or emailed to the preferred email address and provides a redemption code and instructions on how to redeem the online gift card
   
  This redemption code is only active / valid for 30 days from the postmarked date of the letter / email
   
  Customers must respond to the letter / email within the stated timeframe (usually 30 days)
   
  From date of installation, it may take up to 5 months after good standing criteria is met (90 days) to receive the gift card
  

  
  

  Business Response

  Date: 03/15/2023

  A local market representative, ****** 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: 03/16/2023

  [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:02/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to PA two years ago and had only 2 options for Internet Providers. For the past three months, my bill keeps going up. Two months ago, I spoke to a customer service representative who informed me what my adjusted bill will be and that this bill would remain the same. $54.91! Today, my bill jumped to $72.91, and I was i informed the price went up again in just two months after being assured the bill will remain at $54.91. I am sick and tired of price gouging for customers. Can someone advise me why after less than 2 months my bill hiked up again when I was assured it would remain static. Today, online the provider is offering a 2 year contract for new customers,Same low price for 2 years for $25.00 per month. HOW IS THIS POSSIBLE? Modem included No other purchase required Includes 1 month Free SAME EQUIPMENT, YET FOR REGULAR CUSTOMERS THEY BUMP THE PRICE! That's their thank you for being a loyal customer. I want the same courtesy as new customers. ALSO, one month I accidentally paid my bill twice so I didn't pay the following month, only to receive a late payment notice! Why??

  Business Response

  Date: 03/06/2023

  An introductory, 12 month, no contract promotional offer was applied 01/29/2021 and expired in January 2022. On 11/23/2022, we applied a $30 loyalty credit that is good for 12 months. On 02/24/2023, we applied a promotional offer for the equipment rental. Currently, $53.94 before estimated taxes/fees is the best available rate for 100mbps, as the customer has taken advantage of a sign up introductory offer already. 
  

• Initial Complaint

  Date:02/24/2023

  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 had Astound/WoW installed for not even 3 months. It was a horrible experience. There were constant communication issues, I was not told about charges until the services were installed and fees were raised randomly on me. I finally decided to go back to my old internet company. When I returned the equipment I was told there was a device called a "beacon" that was like a wifi signal booster. I never saw one installed by the technician. He never told me about it. I called, told the company I did not have this device. I have searched every plug in my house. It was never plugged in. There was a recorded issue by the company that the tech tried to install one and it didn't work. Then they said he used a different one and it did, but I have never seen one. There is no way to know he did not take it with him after he left for whatever reason. Now they are telling me I owe money for a device I never used or received benefit from. From reading other reviews apparently Astound does this to many people. They are threatening me with collections. I never used this device. I never had it in my home. I was never informed about it. I want the cost ($190) removed from my charges and for Astound to leave me alone. I called to have this settled. I called Feb 4th. I was told Financial would contact me in about a week. No one has. There are no missed or blocked calls from them. I was told I cannot directly talk to Financial. Astound purposefully has made this difficult to pressure me into giving them money they do not deserve. My case number is *******. I do not have this equipment to return.

  Business Response

  Date: 03/06/2023

  All equipment has been returned and removed from the account. 

  Customer Answer

  Date: 03/09/2023

  [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:02/17/2023

  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.

  Starting in July 2017, RCN went into a contract with my Condominium; ************************ (******** House). According to ******** House's contract with RCN, residents cable fees would be paid directly by ************************** Condominium via assessments. RCN continued to duplicate bill me despite this contract in place. When I try to contact them, they told me to speak with the property manager. The building manager informed me that this has occurred with other residents and they were refunded. The building manager told me that RCN should not have been sending me a bill with this contract in place for my building but they had no knowledge that they will still billing residents in building. I don't recall receiving a letter or notification that I should not receive a bill but RCN knew that residents in this building should have not have received a bill if they had that type of contract with condominiums. They have a list of all units in the building. They would not even discuss it with me when I called recently.

  Business Response

  Date: 02/21/2023

  The customer was charged for a ********************** box rental which was not covered under the condominium contract. Any services outside of the condominium contract are billed directly to the customer. The box was changed during a visit 07/19/2022 when the customer requested to have the equipment included in the contract. The box that was exchanged was a digital cable box (not included) for a high definition box (included) and charges have not been applied to the account since the installation of the high definition box. 
  

  Customer Answer

  Date: 02/22/2023

  exc
  Complaint: 19426399
  
  I am rejecting this response because: The building contract signed in 2017 informed RCN that all residents in the building should not be billed for service until the end of the contract. was not informed I would be be billed for having equipment that they provided me nor that I had wrong equipment.  I never received any correspondence and have had my RCN account since they started business in *******.  Over the years, not one time did RCN mention that they were also obtaining fees through my building assessments as well continuing to bill me when they had record of everyone in the building and units covered by the contract.  I was not sent any correspondence to upgrade my equipment even when I called on several occasions about equipment breaking and going out.  I also was not informed when I went into the RCN office to exchanged out broken equipment.  RCN duplicate billed me and did other residents like this as well.  Until I called to ask where was my last bill and they looked into it.  They tried to cover this up.  Other residents have received their money back from RCN.  I will contact legal resources on this as well. They have no communication that they would double bill me knowing that they have a contract with my condominium association to prevent this.
  
  Regards,
  
  *******************

  Business Response

  Date: 03/01/2023

  Customers are responsible for reviewing their bill and contacting us with any disputes within 30 days of receiving the statement. We billed for services that were not included in the building's bulk contract and these charges were valid for the digital cable box rental.

  Customer Answer

  Date: 03/02/2023

  
  Complaint: 19426399
  
  I am rejecting this response because:  When RCN established a contract with my condominium association, they communicated that none of the residents were to be billed.  I was not aware of this arrangement and it was up to RCN to automatically stop billing residents with their cable in the building.   I reviewed the contract recently and it was supposed to automatically end in 2017, residents paying for cable. I continued to receive billing for use of my cable and other services.  I was not sent any communication from RCN or told that they would be no longer billing due to the contract in place nor did they send me any communication that I needed to change any type of equipment. 

  Any issues that I had I was told that the box either blew out or there was trouble in my area.  I even took the box in and was not communicated that my equipment was outdated or needed to be changed ever.  This a breach of contract since RCN were duplicate billing me.  I should not have to contact them if my building is telling me that they should have not been billing and every time I called, I would get the run around from the customer service and the billing department.  Also, one time I called they put me on hold forever. RCN told me that they would have to check with my  management building.  This is not the first incident this has happened to several people in my building and they have been compensated for duplicate billing contracts.  If you have an contract to not bill residents in a building, it is your job to not bill them and it is  not my job.  I don't know about your contract.  I will be seeking legal assistance on this. Each time I seek assistance from RCN I get the run around regarding this.  The only reason they stopped billing me recently is because I called RCN and got a person that told me  she had to idea why I was not getting a bill to contact my building. This is bad business especially since I am a long term customer and had been with ********************** since they started in *******.  I deserve justce here and not lies!
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 03/09/2023

  The customer was charged for service that was outside of the bulk contract agreement and the charges are valid. We are available 24/7 at ************** and customers should dispute their billing within 30 days. 

• Initial Complaint

  Date:02/15/2023

  Type:Product 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.

  On January 28,2023 I cancelled my bundle services with Astound because of poor service. I've been a customer of WOW for over 15 years and has never been late or missed a payment. The service declined since Astound took over.I was told that I will receive my refund of $111.00 within 5 days via mailed check.I've called multiple times after 10 days and have been told that the check is still processing.My last call was on February 11, 2023 and I spoke to ****** and she said that I will have to wait until next month statement is processed.I've never heard of such when referring to a refund.I am a senior and do not have money to throw away. I feel that I am being taking advantage of.Please Help. I need my money that's owed to me.Thank You!!

  Business Response

  Date: 02/16/2023

  Service was disconnected on 1/28/2023. A refund of -$111.64 will be sent back to the customer, however, we apologize for the misinformation. Refunds are processed within 30 days of disconnection, not 5. 
  

  Customer Answer

  Date: 02/16/2023

  [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:02/08/2023

  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 was using my own modem and my internet was working great until December when suddenly my speed dropped to ****mb. I contacted Astound and they sent a technician over. The technician said there is nothing he can do to fix my speeds as Astound pushed a firmware update that is causing problems with some of the customer owned modem. As a solution, he told me Astound will lend me their modem free of charge because this issue was caused by Astound and to call Astound in a month or two to check if the issue with my modem is fixed and return the equipment. However when I saw my bill, I was charged for the modem and wireless internet. I tried explaining my situation to a few different reps but they were all very indifferent and refused to listen to my explanation - kept repeating "If you have our equipment, you have to pay". I had agreed to using the modem because an Astound technician told me I can use it for free for a month or two while the issue gets resolved but it turned out I was charged for the modem and Astound's reps refused to help me with this issue or acknowledge the problem.

  Business Response

  Date: 02/14/2023

  A service disconnection was requested Mon, Feb 6, 2023.A total of $18.50 was charged for 12/21-1/6 and service was disconnected on 2/6, however, ***** was charged for the modem usage 1/7-2/6. I have applied a credit of $48.45 to the outstanding statement and since service has been disconnected, the equipment needs to be returned. *************************************************************************************

  Customer Answer

  Date: 02/14/2023

  [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. My ***** tracking number shows that Astound has received my equipment. Can you give me more information on how I can receive the credit as I am no longer a customer and have already paid off my balance with Astound?

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

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 19365991
  
  I am rejecting this response because: My ***** tracking number shows that Astound has received my equipment. Can you give me more information on how I can receive the credit as I am no longer a customer and have already paid off my balance with Astound?
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/21/2023

  The equipment was received on 02/09/2023 and removed from the account. -$60.87 will be refunded within 30 days of Mon, Feb 6, 202