Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

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Complaints

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

Customer Complaints Summary

706 total complaints in the last 3 years.
274 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/13/2023
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.
We are current customers of RCN, Astound, we always pay our bill full and on time: Our TiVo DVR box it’s not working properly since Monday January 9 2023. We reported this to RCN by phone on Tuesday January 10, 2023. They scheduled a technician to come for Wednesday January 11, 2023. The technician came and changed the cable modem but this did not fix the issue and he said he was going to come back in a few minutes with another TiVo DVR box. This has not happened yet and it is Friday January 13, 2023. We have been with intermittent tv service since Monday January 9, 2023. We request this issue to be resolved as soon as possible and also we are requesting to deduct from our tv bill the days we have not been able to watch tv. The issue is that the broadcast gets paused or cut every time we try to watch something, pixelated images or no sound at all. We are requesting our TiVo DVR box to be replaced for a new one that works. Same type of box, no more and no less.
Business Response
Date: 01/20/2023
A technician, Calvin came out 1/14. He swapped a 4k TiVo for t6 TiVo. He also swapped Pace Mini for Pace Mini. Note: No 4K's were available at that time due to poor test results. New TiVo boxes were installed 01/14/2023.
Business Response
Date: 01/24/2023
We have applied credit for service charges 1/9-1/13
HBO -$1.94
SIX TUNER -$2.65
MINI -$0.88
155/15 MODEM SPEED -$4.17
DOCSIS 3 IN 1 MODEM RENT -$0.90
UNLIMITED LONG DISTANCE -$0.20
UNLIMITED LONG DISTANCE -$0.24
UNLIMITED LOCAL PLAN -$2.83
Customer Answer
Date: 01/24/2023
[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:01/12/2023
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.
This company has continually sent me an incorrect bill, I'm guessing they hope I do not look at the bill. I called two months ago to question my bill they told me they took a price increase and gave me a 12 month discount to offset that increase. I was assured that my bill would not increase (with the exception of taxes which they had o control over). Two month later I get a bill for an additional $25 off my last months bill which was correct. This company has abusive billing practices and I am tired of "babysitting" my bill having to call to ask WHY. About four times per year, I have to call them to challenge my bill. Can I get reimbursed for my time? this needs to STOP!
Business Response
Date: 01/20/2023
I spoke with ****************, and he said that the representative he spoke with agreed that the billing was wrong on 1/12 and informed him that someone would call him back to discuss the billing the following day. No one ever called the customer, however, we have escalated this matter to our customer service management team for the call to be reviewed and so that we can honor what was quoted to the customer during the call. I have asked our management team to reach out to ****************. He asked questions about internet only service and disconnecting.
Customer Answer
Date: 01/21/2023

Complaint: 18806032

I am rejecting this response because:this is a very easy problem to resolve. They claim they have a recoding of the conversation, listen to it and do whats right. ******* called me during the work day when I was busy just leaving a message that they wanted to talk. Just resolve the problem! A representative of the company offered a resolution, HONOR IT!! Its really thy simple. Im not ask f for any more or less than what I was offered on January 12th!! The message Im looking for is that I am getting what was offered to me. THATS IT!
since ASTOUND took over, its been the same thing. Price increase then a call, price adjustment. This needs to stop.

Regards,

*****************************
Business Response
Date: 01/24/2023
***, Jan 20, 10:40 AM a member of management tried to call but the customer did not answer, so she left a message. She called again Fri, Jan 20, 12:35 PM and will try calling again today to speak with the customer.
Initial Complaint
Date:01/11/2023
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 terminated service on 11/4/22. After service was terminated I received a bill for service beginning 11/5/22. On 11/7/22 I called Astound and talked to Jenaia to resolve the issue. She confirmed the bill was for service for the month of November 2022. She confirmed the bill was a mistake and told me to disregard the bill. Astound is now claiming the bill was for October 2022. This is not what the original bill said. This is not what they told me on 11/7/22.
Business Response
Date: 01/17/2023
The bill for 151.64 due 11/04/2022 was for service 10/07/2022 through 11/06/2022 but service was disconnected on 11/4/2022, so the bill was prorated to $136.48 which is still outstanding.
Initial Complaint
Date:01/10/2023
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.
RC Astound took over WOW Telecommunications 4/1/2022. Both phone and internet went out as their equipment was outdated and could not work with WOW equipment. No pre-planning for the take over. They could not get the internet to work and within 30 days the internet was replaced with another company. Phone they were able to have partially working in 2 weeks, but there were operational problems. The ******** based techs identified the problem with a switch in the PA switching office but no qualified persons existed in the state to do the repairs. They could not get their equipment to work and phone was replaced with another company. They promised credits and return money on what was paid for their service that did not work. Check was to be in my hands by 11/1/2022 and never arrived. Then they tried to state there was fees for the obsolete equipment that their employees removed on 2 separate dates. Then then found the equipment in their hands and still will not return the money they owe. They owe $295.48 and with their delays they should pay triple.
Business Response
Date: 01/17/2023
Our business services representative called and spoke to ****** regarding the refund to the account offered to add a cc to have the refund processed sooner and he declined aware will go out from PNC on 1-23-23
Customer Answer
Date: 01/17/2023

Complaint: 18713723

I am rejecting this response because:
1. I do not trust them with my credit card information because they stated since June 2022 they were refunding and they broke every promise and every deadline.
2. Then they created charges where there were no charges and they wanted my credit card to bill me. They are a very untrustworthy company.
3. They claim in November 2022 that the service was not canceled, that equipment was not returned before because they do not communicate with departments.
4. They claim they only write checks once per month which is total bull.
5. With all their broken promises, delays and aggravations, they should pay me triple back, but the person I spoke to, had no authority and no idea how to do this or how to address it.
6. The person I spoke to, could not answer why the President of this company is such a ******************* man, who has no idea what goes on with his company. He will not return any phone calls, emails or USPO letters. He will not assign a specific person in his excitative team to deal with the issues. The person I spoke to did not have any idea how to communicate with him.
6. The person explained why service was knocked out to1.2 Million customers is that the engineers had no clue, no idea what the state of WOW equipment was because RCN only purchased some of the company, sight unseen and had no idea that WOW has a totally different operating system. I do not believe for 1 second that RCN purchased any company sight unseen. I believe they were unorganized, uncaring and unprepared and the FCC should severally fine the principles and the company and if there is a board, the board should immediately fire the entire excitative team.

Now I would ask the question. Would you trust giving this poorly run company your credit card?

Regards,

***************************
Business Response
Date: 01/24/2023
***************************** in our business department spoke to the customer regarding his refund that he was told he would have no later than Nov 1st, However he still had a piece of equipment that was not returned until 12-28-22 (or at least removed from the account) which would not have generated the promised refund. We offered to have a credit card added to the account so that we could have the refund processed to a credit card vs the time frame of having a refund check processed. He declined adding
the credit card. After working with Financial Services, we pushed the refund request through and he should be getting his refund if he does not have it already.
In speaking with him regarding the refund, He stated he did not understand why ********************* did not just pick up the phone and talk to him and straighten it out. He feels the transition issues with WOW are our issue and no fault of WOW.
Initial Complaint
Date:01/09/2023
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 is a crap show. We have varying degrees of service not to mention the turnover where we were down daily for hours then days on end without any notice when they took over Wow. Now my bill went from $19.99 to $39.99 double what I was paying for shittier service. No notice was sent. Is this because people all over are freeing themselves of this service that you decide to DOUBLE the fee even though $19.99 is an active promotion for new victims? So over it.
Business Response
Date: 01/17/2023
Ms. ******** has taken advantage of a first year, no contract promotional offer from 11/19/2021 until 11/19/2022, which was the reason the price increased. We applied one month of credit for the bill statement due 06/02/2022 for the inconvenience of the time without service during the WOW to Astound transition. As the customer has already taken advantage of a new customer offer, they have the best available rate of $46.99 for 100mbps.
Customer Answer
Date: 01/24/2023

Complaint: ********

I am rejecting this response because:

notice of price increases as required by law were not provided. It was admitted by your customer service department.

Regards,
******* *********
Business Response
Date: 01/26/2023

Hello,

This customer continues to reject our response through BBB and also filed the same FCC complaint, however, we were continuing to research why she believed she was not notified that her bill increased, and wanted to share the former WOW statements for her account as well, which indicate on the second page that her promotional offer (which we continued to honor after the acquisition) was going to expire in Nov 2022. She was notified. She also did receive one month of credit for the temporary acquisition transition outages/issues as well as April 2022 notification from WOW and Astound that we were acquiring a portion of the company which she was included in.

Thank you.
Karen L.
Initial Complaint
Date:01/09/2023
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.
Hello,I am emailing to complain about issues regarding my service. I lost internet on friday evening around 6 pm. I called the customer service line on Saturday multiple times. When on the phone with the staff we tried multiple ways to regain access to my internet. None of which worked. Ultimately I had to schedule an appointment for sunday 1/8 between 2-4. No one showed up. At which I called again and they said my work order mysteriously was canceled. I did not cancel. I then had an appointment set up for this morning between ****. I got a call around 9 saying that this was an area outage and that there is no eta on when it will be fixed and that the team is working on this. I asked this weekend if there were outages in the area when I was on the phone and was told no.I work from home, therefore internet access is crucial. I am going on 72 hours of no internet now with no eta of resolution in sight.What can be done, compensation wise, to address the issues above? I should not be paying for something when i am not provided a service or an eta of when it will be resolved
Business Response
Date: 01/17/2023
Service was restored during a technician visit 1/10. Since it went out beginning 1/6, we have issued credit for service charges 1/6-1/10. Originally a visit was entered Sat, Jan 7, 2023 at 6:15PM through our automated phone system for a technician vist 01/08/20232-4PM, however, that visit was canceled by a representative Sat, Jan 7, 2023 at 6:43 pm and I am unable to find the reason for this. I apologize for the later appointmenrt and delay in restoring service.
Initial Complaint
Date:01/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I live in a mid rise condo building with a bulk service contract with RCN. I have had numerous problems over the years with varying internet speeds, cable TV boxes freezing, etc. Last month RCN, as per their contract renewal, upgraded our equipment and service. Since then, during live TV, my cable signal is constantly buffering: either stopping, freezing, or a box appears saying "going to ********* This happens repeatedly, daily, and across all channels.First a tech came and told me the wiring was old (RCN replaced it all in 2019 during a condo remodel). Then he tried to say the bedroom box was too far from the main box (but the main box buffers constantly). Then a "Project Manager" named **************** was sent. He claimed that engineers would watch and get to the bottom of this. He asked me to email him when I noticed the buffering.It has been over 3 weeks. *********** no longer responds. The buffering continues. When our Building Manager complained to RCN they offered to send another tech and start the **************** again.
Business Response
Date: 01/11/2023
The customer was available 12/22 at 3pm. Upon arriving, our Technical Operations Project Manager noticed his bedroom television IPTV/Android box was set to the 2.4G network instead of the 5G
Once moving that box to the 5G network he was satisfied in lack of lag between channels
While on site, we ran multiple speedtests on multiple devices in his home and found his IPAD wirelessly was only pulling *** 60 mbps on his 5G network while his laptop, *******'s laptop and the customer's cellphone was pulling well over 500 mbps wireless (even as high as 700 mbps his modem is only provisioned for 500)
The technician informed the customer that he may have a faulty or older wireless card in his IPAD
*********************** provided the customer with his direct contact information in case he has further concerns with his service.
Our video engineers continued to monitor his equipment and did not see further issues in the last 2 weeks.
Customer Answer
Date: 01/11/2023

Complaint: 18700660

I am rejecting this response because:

This is not part of the complaint. Yes the bedroom TV was on the wrong WIFI (which the RCN installer did) and my ipad is getting old. This has nothing to do with the live cable TV buffering. I have been emailing ************ when the buffering is especially bad; I have his responses saying they are aware of the issues and are monitoring. To say there have been no issues in 2 weeks is an outright lie.

Yesterday *********** emailed me and offered to switch my service back to the old boxes because they cannot resolve the buffering issues. We received new boxes as part of my building's contract with RCN. We pay $94 a month for this service, to offer to go back to the old boxes (which were constantly reseting) is an insult.

Fix the buffering issues. RCN is a provider of cable TV. If they cannot provide acceptable service then why are you charging high prices for service that is substandard?

Thank you

Regards,

***************************
Business Response
Date: 01/12/2023
*********************** stated he is working with the customer towards a resolution and he will follow up once completed
Customer Answer
Date: 01/12/2023

Complaint: 18700660

I am rejecting this response because:

If you would simply read and understand the response, *********** is proposing going back to the old boxes, which were replaced by the new ones which buffer. My building was told the old boxes are outdated, do not support many services, and were no longer in service. This is not a plausible response and will not be accepted. I am not paying $95 a month for cable tv service that is outdate and that cannot even watch apps like Amazon Prime.

Regards,

***************************
Business Response
Date: 01/13/2023
************ (technical operations manager) is working directly with the customer to resolve his concerns in this ******************** matter as well as the *** filing.
Customer Answer
Date: 01/13/2023

Complaint: 18700660

I am rejecting this response because:

*********** indeed came today. I have more than 7 previous emails to him detailing the buffering, of which he acknowledged. Today he tried to tell me that the RCN "engineers" don't see what he has already acknowledged. After pointing that out, he claimed then that the wires connecting the two **s were bad and changed them. He claimed this would take care of the continual stop/start. Then he wanted to add an internet booster for which he said I would have to download an app on my phone and monitor. I refused, because I am paying premium dollars for cable ** that does not work and it is not my responsibility to monitor the RCN service
I came home and at 8:46 the ** went to "Going to live **" in the middle of a rerun of the "Office". Now I am watching basketball and the ** is continually stopping and starting. I guess changing the 2 wires did nothing.
I am paying $95 a month for service that does not work, having to go through hours of technician visits and much time submitting complaints. Clearly RCN cannot provide the service they charge premium dollars for and they simply must come up with a repair, and refund me for hours of aggravation.
Thank you

Regards,

***************************
Business Response
Date: 01/17/2023
When ******* arrived Friday (4pm), he explained to ******************** the importance of reaching out to to him directly going forward if he has any issues instead of going to ************ and the BBB, as this delays the process of resolution and support
******************** is not a fan of Astound/RCN but lives in a bulk building
The entire time he was on site ******************** mentioned "Xfinity is better"
******* explained to him he would install ****'s in his unit to enhance the overall WIFI in his unit to help with any buffering he may see but he wanted to check the boxes currently before doing so
He also informed him that remotely, we do not see his issue (video engineers have been monitoring his boxes continuously)
Once checking the boxes he did notice his HDMI cords had been damaged
Since his last visit his cat chewed up both HDMI cords behind his televisions (which can cause sound and picture issues which he mentioned)
Once those were replaced and he brought the awareness to him that he watched the boxes for about 40 mins and noticed no service issues outside of the damaged cables
After 45 mins he started to install the ****'s (WiFi extender router) in the unit
As he was, installing ******************** told ******* (Technical operations manager) "I don't want to install the **** app" "Why do I have to?" "And also I have to leave in 4 minutes"
He declined the ****'s
As requested, ******* proceeded to leave the unit without completing all the tests he wanted to do to ensure services would remain stable (2 hours watch time) due to how escalated this unit has become and how pressing he has made it
Our video engineers have constantly monitored his services and have not noticed any "constant buffering" he's suggesting (they see the loading while changing channels which is normal)
******* received emails from the customer after he left of the same loading but he explained to him that he did not allow us to finish troubleshooting
Our video engineering team is continuing to monitor his services.

Customer Answer
Date: 01/17/2023

Complaint: 18700660

I am rejecting this response because:

As per usual with RCN this is only partly true. I travel weekly for work. My **** came at 4 on Friday and I informed him that I needed to leave at 5:10. I have a life which is not about waiting on RCN.

I have 7 prior emails to *********** advising him of buffering. I also have numerous photos. *********** acknowledged in the emails that the engineers were aware of the buffering; now they are saying that they don't see it. My **** actually had the audacity to say that I should sit with my camera ready to take photos each time that the ** buffers.

RCN on December 16 installed new Tivo boxes. The install (I have photos) was so sloppy and careless that the wires had to be redone. If my 16 year old cat chewed the wires (can you please tell me how he can get behind a dresser to chew wires) then why did the installer use them again? Your notes below are not true, because *********** did change the wires and immediately noticed that the stop/start issue persisted.
I do not want your internet boost boxes installed. What good do they do for the ** that is literally next to the router? *********** said that I would have to download an app and monitor the internet speed. What good does this do, and why do I have to monitor anything for this company when I am paying premium prices?
You also leave out the fact that *************** resolution was to go back to the old boxes, which RCN told my building are outdated and no longer in service. This is your resolution? I have this in an email if RCN again wants to lie about this.

I am sorry your engineers now say that they cannot see the issues, but this is a complete lie. My ** service continually stops/starts and the "Loading video" box appears regularly. I am sorry that I refuse to sit with my camera at the ready.

This is beyond ridiculous that I spend $95 for service that stop/starts and buffers constantly. I have to fight these people continually. Last weekend their response was once again to send a tech.

I have been asking residents of my building and so far I have found 5 other homeowners complaining of the same issues. Either fix these issues and compensate me for the time and aggravation your 'premium' service causes or I will continue all of my activity on social media and I will seek action in any way.

Thank you BBB for your help with this company.

*****

Regards,

***************************
Initial Complaint
Date:01/02/2023
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.
I have been a customer of **********************/now **********************, for over a year now. My bill went up to $112. I called to discuss this with the company after seeing the new customer pricing online and they offered me a $10 monthly discount, however online a better plan, higher gigabyte, is over $50 less than what I am paying now. I explained that I wanted that plan and was told they couldnt give it to me because I was not a new customer and they would see what they could do, which is when they offered me $10 off per month. Customers who are loyal should get the same offerings as new customers. The woman I spoke to then spoke to a supervisor who told her to tell me to go buy a modem at a store to lower my cost by $5 a month so I dont pay the rental fee. It is appalling to be treated and regarded this way as a customer.
Business Response
Date: 01/11/2023
A 12 month, no contract offer was applied for introductory pricing 08/16/2021 which increased the monthly service charges from $77.95/month before estimated taxes/fees for 1Gig and equipment rental to $100.90/month before estimated taxes/fees. As the customer already took advantage of a new customer offer, they can save $25.90/month by bringing their own modem/router. We can not offer the introductory rate for longer than the first 12 months of service.
Customer Answer
Date: 01/11/2023

Complaint: 18673491

I am rejecting this response because:

If I were to cancel my service and resubscribe I would get the lower rate. The fact that you are unwilling to make that adjustment shows what kind of business ethic you have. I will be writing reviews and looking for another company to service me.

Regards,

*************************
Business Response
Date: 01/12/2023
If a customer has been disconnected for 90 days, they would qualify for an introductory rate when subscribing to service again. We can not continue to offer the introductory rate for an existing customer.
Customer Answer
Date: 01/12/2023

Complaint: 18673491

I am rejecting this response because:

Sure you can, especially when a customer is telling you the raise in cost is an issue for them.
Regards,

*************************
Business Response
Date: 01/13/2023
Please feel free to call customer service 24/7 at ***************************** if you need to make a change to your services. Thank you.
Initial Complaint
Date:12/27/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Astound Broadband recently acquired RCN.For the last two years, I have had the same internet plan with RCN: 1 gigabit (roughly) plan for around $80 US. My speeds and connection has been very reliable during this time. It has fallen occasionally, but not by much.Since Astound acquired RCN, my monthly charge increased to over $100. My internet connection (still 1 gigabit, no change) has been absolutely terrible. I average between ***** mbps (1/100th of what I pay for) when I run speed tests. I run these often, maybe once an hour.When I restart my modem, my internet speed normalizes (to around 1 gigabit) and sharply falls back down to *****mbps. For this reason, I suspect Astound is throttling my connection without notifying me, or has applied a data cap that they are not advertising (and are in fact advertising that they do not have). I have been not been notified of throttling, nor a data cap, and I believe they are throttling my connection in violation of the plan I pay for and that the company described to me. Astound has offered only to have a technician inspect my equipment for an extra charge of $80, which I have declined.I would like a refund for the previous month for the service I have paid for and not received, and would like Astound to be clearer about their business practices. I would prefer them to not throttle customers without telling them, but if all I can do is make sure they are forced to admit they do throttle customers, that works fine for me.
Business Response
Date: 01/04/2023
Unfortunately, we can not guarantee wireless speed as it can be affected by factors outside of our control. We do not throttle speed. The modem is a Docsis 3.1 owned by the customer, capable of handling speeds over 1 Gig, however, there are no indication on the modem history of a speed test run. Please test the speed for accuracy with a direct Ethernet cord connection between the modem and a computer at il.speedtest.rcn.net Additionally, a pricing promotion applied 05/24/2020 when installing service discounted service at the lowest rate for 12 months and is a three year, no contract pricing structure. In May 2021, the rate increased to the 2nd year of pricing and in May 2022, it increased to the third year of pricing. This is a no contract offer, so please feel free to call 1-800-4-ASTOUND to ask us about any lower available rates. The current Provisioned Speed is 1Gbps download/ 20Mbps upload With 1 Dynamic IP
Initial Complaint
Date:12/15/2022
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.
Inconsistent and confusing billing. Many line items on bill which makes it easy for them to make minimal changes to many lines that then add up to a lot of money. Appears deceptive. Major bill increases with no warning. Spoke to 3 different people on Nov 9 and Dec 15 and agreements/changes to bill not followed through. They had trouble explaining charges. Inconsistent answers to same questions. I was given 3 different bill amounts by each person. I still don’t understand my bill. I was charged two different overdue fees but I don’t understand why or what it’s for. Also, I am paying for services/channels I never use. They use the term “bundling” to make it sound like you’re getting a deal but the bundles always include things I don’t use. Also, common practice to use the practice of PROMOTIONAL DISCOUNT. I never know what it’s for or how long it lasts. So many deceptive and confusing practices.
Business Response
Date: 12/23/2022
A statement that was due 10/22/2022 for $241.82 was not paid until 11/10/2022 as the withdrawal 10/23/2022 was unsuccessful. This caused a 25.00 autopay denial fee and 15.00 late fee to be applied to the statement due 11/21/2022. A 12 month, no contract promotional offer was applied to the bundled services 04/09/2022. The monthly rate for signature cable, HBO, Cinemax, 3 boxes, modem/router rental and 100mbps with a free upgrade to 400mbps internet is $254.06 including estimated taxes, fees and surcharges which are subject to change and did increase in October 2022, and notification was sent out on the September statement.

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