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

  575 Madison Ave Fl 3 New York, NY 10022-2511

• 

  Astound Broadband

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  RCN

  1130 Connecticut Ave NW Ste 400 Washington, DC 20036-3990

• 

  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:10/24/2022

  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.

  I agreed upon a internet deal with my building rep that was a base $25 a month (first three months free), $6 for the modem (first month free), and a $7 infrastructure fee which came out to about $37 a month. The first month went by pretty well--they installed quickly and had my internet up and running within the week and I was not billed as per our agreement for the first month. That's about when everything started going wrong. I checked my bill for the next month and they were 1. Charging me more than what the agreement was so that it came out to $45 2. No longer honoring the additional two months free that I had in the original deal. When I went to contact my building rep, I found out that she was fired and was then unable to reach the new building rep for an additional week and a half after contacting her. Meanwhile, I talked to the support on the website and the first person told me that he had fixed the mistake and I should be getting credit for my two free months in the next day or so alongside with email confirmation. A few days past and I still had not gotten the email or the credit so I reached out again to support only for them to tell me no such deal existed and repeatedly told me to contact my building rep (who was not responding). After escalating the issue with my building, I was finally able to get in contact with my building rep and get my credit for my two months but at this point I was fed up with the customer service and found a much, much cheaper deal with ******* (200 mbps/ $30 vs 100 mbps/~$45). I am now in the process of canceling after only 2.5 months of the plan and have just been given a $180 charge on my last bill, despite my original rep telling me that I could cancel at any time. I highly recommend everyone to avoid Astound at all costs as their business practices and customer service are downright terrible. I wish I had checked BBB first.

  Business Response

  Date: 11/01/2022

  I left a message with the following information and my direct number if they have any questions. The account has already been adjusted by the representative for the 3 free months: August ******* was free, we added a ***** credit for September, and a ***** credit for October. The ****** was un-retuned router charge, it has now been returned and charges removed. Refund of ***** will be processed back to the card on file.

• Initial Complaint

  Date:10/14/2022

  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.

  I have Astound/RCN/Broadstripe internet and cable service to my house. There was degraded service several months ago and I requested assistance from the company. A repair technician came to my house on 8-10-22 to check the problem, stated that there indeed was degraded service (i.e., low incoming signal strength), and indicated I needed a fiber optic cable span installed to my house to ensure proper signal strength for clear TV signals/channels and sufficient up/down link signals for internet capability. Due to the very degraded service to my house, the technician installed a temporary coaxial cable from my house to the AstoundRCN/Broadstripe cable box which is located in my neighbor's yard. The cable was laid above the ground, across my lawn and across my neighbor's lawn and the technician stated that the company would install the new fiber optic cable span within one week. That was over 2 months ago. My repeated calls to the company have resulted in promises on multiple occasions that the company will install the fiber optic span within 1 week or at least call me back. Neither has happened. I still have somewhat degraded service (the temporary cable has helped boost the signal somewhat but not sufficiently) and I'm paying full price for a degraded service over 2 months AND I have a cable laying across my lawn and my neighbor's lawn. For over 2 months! My call to the company today resulted in the same rhetoric as in the past, but nothing gets done, I'm still paying for service I'm not receiving, and there is a hazard running across two yards. My neighbor has 3 small children and they could trip over the cable and hurt themselves. For that matter, so could the adults as well as anyone crossing the yards. I want the company to immediately install the fiber optic span so I will have full and proper cable and internet service, then remove the coaxial cable hazard, and reimburse me for degraded service over 2 months.

  Business Response

  Date: 10/21/2022

  After reaching out to our construction team, we found that the construction team will be expediting this repair, we have requested for an emergency repair permit approval from **** Arundel County. We anticipate having the feeder span replacement completed no later than October 26th. 

• Initial Complaint

  Date:10/13/2022

  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.

  I had RCN internet at my last apartment (88 **********, Apt 405, ******* ** *****) from July 2021-August 2022. When I moved out of that apartment, I returned my internet router in person to the ******* RCN location (**** *******************************, *******, ** *****) on Friday, August 5th. RCN has it documented in their system that I returned this router. They continue to send me notifications that I have unreturned equipment, and now are trying to charge me $132.30 for equipment. I have called them many times trying to get help, but no one is helping me. I do not have any more equipment to return. I lived in about 600ft, and did not have, nor would I have needed, more than one internet router. Every time I call them, they tell me "the back office is working on it and will give you a call", but I have never once received a call. They continue to delay this issue, and now they are threatening to send me to collections for the $132.30, which is unfair as I already returned all of the equipment they provided me when they installed my internet. (The internet service was included in my rent at 88 **********, so I do not have any overdue payments for service).

  Business Response

  Date: 10/20/2022

  The charges are for an unreturned modem installed 07/11/2021 when the last one was replaced 07/21/2021.The warehouse will remove the equipment from the account and charges will be reversed within 24-48hours. 
  

  Customer Answer

  Date: 10/25/2022

  
  Complaint: 18210195
  
  I am rejecting this response because: RCN did not remove the charge from my account as they stated they would. Instead, they sent me to collections. 
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 10/26/2022

  The equipment was removed 10/20/2022 and 10/20/2022 there was an Agency Transaction - Recall from Collections
  

• Initial Complaint

  Date:10/10/2022

  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.

  Astound used to be WOWWAY internet provider. Since the acquisition the service quality deteriorated and the new company lack of organization was terrible and I cancel my service. After cancellation they require the original equipment to be returned and i did. After arrival their warehouse lost one equipment and now they are charging me 157 usd for a 30 dollar equipment that was miss-placed by their people. I told 3 manager and open already 4 tickets and they never call back or resolve anything. The only thing they do is to keep raising the charge.The last ticket opened with them was #****-186

  Business Response

  Date: 10/19/2022

  The equipment was removed from the account 10/13/2022 and charges have been reversed for unreturned equipment. The account was disconnected Sat, Aug 20, 2022
  
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  On September 04th ive canceled my agreement with this company in on September 5. *** sent them a returning package with all the Internet equipment there was in my house. They stated that they received the box, but the box was missing one equipment which I told him that was all in there and their warehouse was responsible to lose it. Now theyre trying to charge me for $157 for any equipment that was misplaced or lost by their warehouse, and after six weeks of calls in talking to managers, they keep insisting that the warehouse is not responsible for this.

  Business Response

  Date: 10/13/2022

  9/21 Autopay was denied, and we charge a $25 autopay denial fee which is included in the outstanding charges. The remaining $132.30 in charges is for the unreturned eero beacon. The ******************* router box had 2 satellite pieces called beacons with night lights and only one was returned according to the warehouse. We are following up to confirm. 
  

  Customer Answer

  Date: 10/13/2022

  
  Complaint: 18172205
  
  I am rejecting this response because:
  
  I've mentioned to Austound in 3 different ticket s that were closed by them and spoke with 4 managers already. all the equipment was returned and heavyly packed with bublle wrap in order to avoid damage. In my opnion their warehouse lack of check was not able to see carefully inside the box and toss it away with the beacon in it.

  I've got 2 confirmations from Austound saying that they wont charge my card but because of the lack of response and lack of responsability from their warehouse I've locked my Credit Card and soon enought they've tried to charge.

  On my 4 ticket I was told that they would call me in 72 hours after friday Oct 07th and so far they have not called yet.

   

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

  Business Response

  Date: 10/19/2022

  The equipment was removed from the account 10/13. The account was disconnected Sat, Aug 20, 2022
  
  

• Initial Complaint

  Date:10/03/2022

  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.

  On June 6, 2022, I cancelled my cable service with *********** in **** Arundel County, ********, because I was moving to a new address. I didnt know at that time that *********** would merge with Astound Broadband. The address I had at the time of the cancelled service was: ****************************************************************************************************************. When I returned the cable equipment at the then *********** office I was told that I was due a refund of $66.07. I was also told that this refund would come within 2 months. I have not received this refund despite going to the new Astound office twice. The last time I went there I was told that I should receive this refund by the end of September. I am still waiting. Please send me the amount owed to me.Thank you.************************* ************

  Business Response

  Date: 10/06/2022

  We do not have account information for the Broadstripe customers who have disconnected before the transition, so we reached out to Broadstripe and they have stated that the refund will be issued within the next refund batch (Check Refunds are processed once weekly and mailed out on Monday)

• Initial Complaint

  Date:09/29/2022

  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 PURCHASED A INTERNET SERVICE AND HAD TO MOVE. WHEN I MOVED INTO MY NEW APARTMENT THEY WERE NOT ABLE TO PROVIDE SERVICE. HOWEVER I PAID FOR SERVICE FOR ENTIRE MONTH. I NEED MY MONEY REFUNDED BACK TO ME BECAUSE I HAD TO GO WITH A NEW INTERNET PROVIDER RCN WILL NOT REFUND ME AS REQUESTED

  Business Response

  Date: 10/12/2022

  Service was disconnected Fri, Sep 2, 2022 and the last payment we received was 09/02/2022 ******* for service charges between 08/04/2022 and 09/03/2022. A refund of -$6.11 will be issued within 30 days. 
  

• Initial Complaint

  Date:09/29/2022

  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.

  About 5 months I subscribed to astound RCN services. At the installation, it was necessary to run a cable from the connection box located at my neighbors yard to my property. It was informed it would occur in few days.5 months past and several requests made, the cable has not been buried.Accidents already happened, inclusive with children, when people get their feet tangled in the wire and fall.

  Business Response

  Date: 10/06/2022

  Our construction team is calling **************** today at **************

• Initial Complaint

  Date:09/27/2022

  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.

  An Astound tech had to run cable in our backyard in mid-July 2022 and said that it would be buried in 3-5 weeks. As of 8/31/22 it was not buried. I called Astound customer service and they said someone would call me back within 48 hours. I never received this call. It was extremely frustrating getting to a human through their menu - nothing applied to my situation. I wasted time on many menu options. When I asked about how I could directly get back to them, all they would do was to give me the same phone number Id called in the first place.On 9/15/22 my husband called this number again because the cable was still not buried and we had not been contacted. He got the same response, and now the supposed return call was 3-5 business days. He asked the rep how to get back in touch and got the same runaround. When he pressed the issue, the rep said he got on the phone (during my husbands call) with someone to specify that we get a call back that same day. We never received any call this time either.I looked up Astound/RCN executive emails to contact appropriate people, and every email I sent came back as undeliverable. I got a survey from RCN after the techs visit that I completed and submitted on 9/2/22. Question #6 asked for additional comments and said "If you'd like one of our **************** staff to get in touch with you, please include your request and contact information in this space. Comments are mailed directly to the ****** of **** President of *************** The last sentences in my comments said "Please contact me at(my email address) to resolve this problem ASAP. It will be enlightening to see if I am actually contacted, and when." I was never contacted by ANYONE at Astound. It is clear that the **** President of ************* does not care about customers.Winter is coming and this cable must be buried. I want a rock-solid date and time very soon that this will be done, and the direct contact info of the person who will make this happen.

  Business Response

  Date: 10/06/2022

  Our construction team is reaching out to the customer today to arrange the wire burial, we apologize for the delay!

  Customer Answer

  Date: 10/06/2022

  
  Complaint: 18137181
  
  I am rejecting this response because:

  The contact from RCN was a general text to me saying that they would have a crew in the area to bury the cable this week. I specifically asked, in my complaint, for a solid date/time and contact info for a person in case a problem remains, and I got neither. Due to previous experience I have no confidence that the cable will be buried this week. If it is not I will have to continue to pursue this through BBB rather than being able to resolve it directly with Astound. I would expect that my rejection of their response would not result in them not burying the cable. I rejected it because they did not provide me the information I need. I still expect that they will bury the cable this week.
  
  Regards,
  
  *************************

  Business Response

  Date: 10/14/2022

  Our construction team stated that they will provide a timeframe for the customer to expect the burial. 

  Customer Answer

  Date: 10/14/2022

  [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:
  
  The business did contact me, buried the cable that same day and again contacted me to confirm it was buried, so the matter is resolved.

  *************************

• Initial Complaint

  Date:09/25/2022

  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.

  On Sept 21, 2022 RCN disconnected my secondary landline phone line without my permission and without reason, I'm assuming it was accidental since I've never been late or missed a payment.I have been continously calling them to resolve this mistake but to know prevail. I've spoke to dozens of customer srv people and have been put on-hold and then mysteriously disconnected. I have emailed the *********************, CEO on 9/21/22 and has not received an email, phone call or any response.I need my secondary landline because I am caring for a disabled mother that's on oxygen and her ********* *********** uses the secondary landline.I also have had the phone number for over 40 years and I donot want to lose my phone number due to RCN unauthorized disconnection.I would like delivery on my same phone number to be active again.Please Help!! Thanks.************************* ********************************************************************** cell# ************ email: ********************** RCN customer account# *************** Thanks You

  Business Response

  Date: 09/28/2022

  I spoke with **************** and she explained that the issue has still not been resolved, even after a technician visit 9/23. We set her up for another visit 9/29 12-2PM to resolve the phone service issue. We also applied credit for all service from 9/21-9/29 totaling $41.78