Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

708 total complaints in the last 3 years.
277 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/23/2022
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 have been a customer with ********************** since 2019. I have signed up for the $34.99 a month plan and have been paying ridiculous amounts of money every month. Anywhere between $48 to $68 no matter what. I have contacted RCN over 20 times and complained about these hidden "late fees," hidden "restoration fees" and all types of stipulations that I am never notified of. Right now there is a "one time fee" of $51 in addition to the bill. I have paid the bill down over and over again. I have spent hundreds of dollars at a time and can never seem to get a straight consistent bill. I even resorted to slowing down the speed for a cheaper plan, and that hasn't seemed to help. I just applied for the *** because this is not affordable. I am not the first customer that I see have been complaining about the same problem. I am very unhappy with this, and am always afraid of my service being in jeopardy for my 2 young sons.
Business Response
Date: 09/28/2022
I spoke with ************************ and explained that she has the lowest monthly rate before est taxes/fees of $37.99 for 250mbps however, she stated she had ACP approval so we escalated a case for this to be applied to her account with the fully covered 150mbps. I waived $100 in late/restoral fees she was charged between May and September, 2022 and she has an outstanding balance of $73.10 due 10/11. The full $30 ACP benefit will be applied beginning the next billing cycle.
Initial Complaint
Date:09/23/2022
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.
I am paying for internet that does not work. This company does this at least once a year where they purposely slow down the service, then offer to send a tech., which they always bill for, ultimately to force you to buy new equipment....After 2 hours, I was able to speak with a supervisor names ****** who was completely incompetent and rude. I need my money back.
Business Response
Date: 09/28/2022
I called and left a message for ******************* with my direct contact information so we can discuss this issue. We will need to schedule a technician to resolve, as the speed tests recently indicate a lower than provisioned speed. If the customer does not agree to schedule a technician visit, we are unable to further troubleshoot. Their customer-owned modem may be the cause of the issue, as our troubleshooting tool indicates: The modem is operating in Partial mode. This may negatively impact service and could indicate a problem with one or more Upstream or Downstream channels.

Customer Answer
Date: 09/28/2022

Complaint: 18059439

Hello. I called ***** back and hope to hear back soon.

Regards,

Mayo Az
Business Response
Date: 10/06/2022
I spoke with ************** and we scheduled a technician visit for testing the speed to the modem directly. We can not guarantee wireless speed. Also, she had an issue with the representative she spoke with 9/14, so we are going to review the interaction and submit any necessary feedback to their management team.
Customer Answer
Date: 10/07/2022
[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:

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

Regards,

Mayo Az
Initial Complaint
Date:09/22/2022
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 9/21/22 I called astound as a wire had been cut in my neighborhood. The customer service rep I originally spoke with was nice and stated he put in a ticket that a wire had been cut and someone would reach out soon as he put in as an emergency. As of 9/22/22 late afternoon and multiple calls I'm told the ticket has been submitted . In meantime my neighbors who had wire cut by different service provider had someone out within 30 mins and it was fixed . My neighbor With astound that is out of service also was told that if more people would call then it would expedite but they would be out Saturday -9/24/22 to fix . I'm at a loss as this is the worst customer service experience ever . Does dispatch even read the tickets that are considered emergency???
Business Response
Date: 09/28/2022
There was a disconnection request placed 9/25 for Wed, Sep 21, 2022. A construction case was entered 09/21/2022 5:40 pm, however, the visit that was scheduled for 09/27/2022 was cancelled when service was disconnected.
Initial Complaint
Date:09/17/2022
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.
RCN/Astound Broadband continuously sends junk mail to our address. Months ago, I asked them to stop sending us mail (via the form on their old website). To this day, we keep getting mail -- often 2-3 flyers per week. I don't have time to call customer support or waste time on a chat line when I already submitted a formal request. I want RCN/Astound to take us off their mailing list immediately.
Business Response
Date: 09/21/2022
The address has been marked to no longer receive marketing materials through the **** as of 9/21/2022. This may take up to 30 days to take effect.

Customer Answer
Date: 09/26/2022

Complaint: 18040908

I am rejecting this response because:
30 days is too long. We have already received additional spam from this business today. I have repeatedly asked Astound to stop sending us mail and they need to stop now.

Regards,

************
Business Response
Date: 09/27/2022
Due to automated printing schedules and items that *** be in process with the **** the company is unable to guarantee that no advertising will be sent within the the 30 day time period. Please recycle or discard any correspondence you receive for the remainder of this time frame.
Sincerely,
Astound Broadband, Powered by RCN
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
UnresolvedMore 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 have RCN internet and cable ** mandated in our building. The internet is a continuing issue, however the cable ** is now at fault. Several weeks ago the cable boxes required reseting. 20 minutes in, the cable went out, and required another 1 hour and 10 minutes to reset. After the reset no apps (Amazon Prime) were available and my cable kept freezing (I have numerous photos). I spent 2 hours on 2 remote tech calls basically repeatedly telling me to unplug and plug in the boxes. Then a tech came, and told me the equipment is old and no longer supports apps, and since this is a high rise building they are not going to change anything. I persisted and he changed the boxes. The apps work, but the resetting and freezing continue. Friday night took 12 minutes of resetting to get the ** working. Yesterday another hour of phone calls and remote. An appointment was made today for ****. At 11:30 a woman called and asked if there was still a problem. I said yes and she said the tech was on the way. NO call, NO show. I waited until 430. Thursday I had no cable ** service, requiring more online support. A tech visit was then scheduled today from 4-5. I called at 2:40 because I had not heard from anyone and clearly the supervisor was caught off guard. A tech came at 4:40 and now said I need a booster box for the internet, but my complaint was about the cable **. The tech saw the slow cable, the spinning wheel saying "Going to live **" and said he would schedule something and left.
Business Response
Date: 09/22/2022
After ******************** persisted to have different boxes installed, a work order was completed 08/20/2022 to change to equipment outside of the building package agreement, which we charge a retail rate for. LTD/SIG/HBO/SHOW/1 QUAD/1 HD/110MB/ROUTER is the service offered by the building and ******************** has 250mbps and **** cable (streaming). The **** requires a consistent internet signal for quality streaming of ******* or use of apps. If the internet signal is not reaching these boxes, there may be buffering or failure to load apps. Please call us at ************** 24/7 to schedule a technician visit for internet signal issues if the cable loading or app loading issues continue.
Customer Answer
Date: 09/22/2022

Complaint: 18038119

I am rejecting this response because:

Thank you, BBB for getting this response. I 'persisted' in asking for the Tivo boxes to be changed out because suddenly all apps stopped working and the onsite technician told me the current boxes no longer support apps. Had I known that I could have paid to upgrade, or whatever, I would have done that. However it was the onsite technician that arranged the switch out.
After my second onsite service call last Friday, ****, the tech said that the internet router was old and needed replacement and he would reschedule. I have yet to hear from him. I have called the supervisor three times but his mailbox is always full and he has not responded to any text messages. I am happy to call the number these people provided but this sounds like they are just passing the buck again.
If this company cannot provide the service that I pay for then please direct me to higher authorities to lodge complaints.

Thank you again for helping me out.

Regards,

***************************
Business Response
Date: 09/23/2022
A member of ************** team has made contact with the customer this morning and we have an appointment with them at 1:30pm today to address the issues.

Customer Answer
Date: 09/23/2022

Complaint: 18038119

I am rejecting this response because:

Yes I do have an appointment. However in today's mail I was sent a bill for $250 to replace the equipment. I was never told this. The supervisor who set this up said he knows nothing about it.

Regards,

***************************
Business Response
Date: 09/28/2022
The proper codes were placed on the account and backdated, therefore there is a $0 balance on the account.
Customer Answer
Date: 09/29/2022

Complaint: 18038119

I am rejecting this response because:

The Technicians did visit for 2 hours and 45 minutes. 20 minutes after leaving the internet went out. Through online support it at least now is stable. The lead tech, *****, told me that the bill would be straightened out. They billed me over $200 for faster internet for the boxes they installed. My building management told me they have no permission to do that since we are on a contract. The techs took the new boxes out and replaced them with older boxes. The bill is still showing up.
As well, the online ** guide did not work when they were here and ***** assured me that it would reset. It is now 6 days later and it still does not work.

I would like a clean bill removing the erroneous charges sent to me. A return visit to fix the ** guide. I would like 3 months of credit via check, $79.24 x 3, $15 x 2 and $10 (I got a $5 credit for all of the problems a month ago!!!)

I would like a member of this company's management resolution team to take the time and call me to listen to these problems.

The tech who arranged this visit actually called Friday and was going to run tests and let me know the results. Never heard back from him. After numerous calls and text messages he repsonded that he "transferred the case to someone else"

Thank you for your help with this incredibly difficult company, BBB.

Regards,

***************************
Initial Complaint
Date:09/14/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to cancel internet service due to moving although the service was often inconsistent and poor once the account was taken over by Astound/RCN from WOW. I was provided with a prepaid shipping label and instructed to package the beacon and modem together and ship at a ***** facility. I mentioned I was emailed two labels and asked why, I was told I could use either one. I did as instructed shipping these items back on 8/17/2022 (tracking # ************). I began receiving emails saying I owed money for unreturned equipment the very next week. I called on 8/31/2022 to inquire. I was told the beacons had been received, but not the modem. I was told the modems are shipped to a warehouse in TX, so it may take longer for it to show as received and to call back in a week. I continued to receive emails about unreturned equipment and a charge of $143.40 on my account. I called back on 9/8/2022 and a case was created. I was told I should hear back from them in 48 hours or the charges would be removed. I never heard back and called again on 9/14/2022 after receiving more emails. I was told nothing had been done with the case yet; that there were no new notes on the account or case#. I asked if they could please change the due date for the payment of the "unreturned equipment" since they are not expeditiously handling the case and I did not want to have it impact my credit. I was told no. It feels like I am being held hostage when they lost equipment I returned following their directions.
Business Response
Date: 09/22/2022
A prorated balance of $35.15 is outstanding for service charges 08/05/2022-Wed, Aug 17, 2022 when service was disconnected.. All equipment has been removed from the account.
Customer Answer
Date: 09/22/2022
[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:

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:09/12/2022
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.
My husband and I have had RCN cable TV/internet/phone services in the past. In 2018, we cancelled our phone service and no longer had a landline. On August 1, 2022, we upgraded to new internet and cable TV service only. When we received our bill we noticed a one time charge for "Phone Equipment Charge" of $75. We called Astound Broadband (formerly RCN) and we were told that we were being charged for a modem that was not returned when our landline phone was cancelled. This charge was effective 8/1/2022 and the bill is dated 8/13/2022. We did not receive a bill. I noticed the charge on my credit card statement and immediately called Astound Broadband customer service.When we asked about a refund when we return the modem, the customer service representative, ************, advised that it would be "prorated". I do not know what that means. I feel that this company should have advised us in 2018 when we cancelled the landline phone to return the modem OR to ask for the modem when the technician was at our home on 8/1/2022. We feel that when we return the modem on 9/13/2022 that we are entitled to a full refund of the $75.00 and the $4.50 sales tax.Thank you.
Business Response
Date: 09/22/2022
****** is the adjusted amount due 10/07/2022. -309.73 was paid 9/6 but since service was repackaged on 08/01/2022, there was a phone equipment credit of $-79.50 applied to this billing cycle and new monthly charges of $204.23 after estimated taxes and fees are applied.
Initial Complaint
Date:09/10/2022
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.
Over the last 8 weeks I've had three technicians come out to my house to fix my cable. The problem is descriptive audio is on one channel, A Channel that I used to watch often, TNT channel 27. The last technician refused to look at the problem. He checked the signal strength and said everything is fine. I said no please it's not fine it still has the same problem, but he refused to look at it. They said it's my **'s fault. The manufacturer of the ** says no it's not their fault. They said get a different ** and try that. I got a different ** and I still have the same problem on the new **. Descriptive audio is for blind people. I am not blind.
Business Response
Date: 09/15/2022
Descriptive audio is not a setting on our cable equipment and is a TV-manufacture specific setting which we do not troubleshoot.
Customer Answer
Date: 09/15/2022

Complaint: 18008108

I am rejecting this response because: I was told by astound, that it was my tv's fault. I called the manufacture of the tv and was told that that tv did not have the capability to do that. Still, I got a new tv, that is a different brand, and have the same exact problem. A 4th tech came to fix the issue a few days ago, and he said, being that it is on 2 different tvs, it is the signal that is being sent by astound, that is causing the problem. Also, the problem started when astound took over Wow. It is clearly astound's fault.

Regards,

***********************
Business Response
Date: 09/22/2022
If descriptive audio settings are enabled, the following steps can be used to toggle the feature on/off on a **. Our equipment settings only allow for SAP tracks which can conform to a different broadcast standard than the multiple language tracks that are included with some programs

Check ** remote for SAP or MTS button

Press the SAP/MTS button once

If audio does not return, press it again

or

Check ** remote for a Menu or Settings button or on the front or side of the **

Press Menu button (a menu should display on screen)

Identify Audio or Sound option on the ** menu

After this is found, look for options like this:

SAP
MTS
MONO
MAIN
STEREO

Choose MONO, MAIN, or STEREO
Customer Answer
Date: 09/22/2022

Complaint: 18008108

I am rejecting this response because: All have been tried by the 4 techs and myself, on 2 different TVs. After getting your recent message, tried it again. Results are still the same. Still have descriptive audio on channel 27 TNT on most movies, some tv shows, but not on commercials.

Regards,

***********************
Business Response
Date: 09/28/2022
Technician ********** is aware that the technician 9/13 was not able to resolve the issue and will follow-up with the customer.
Customer Answer
Date: 09/29/2022

Complaint: 18008108

I am rejecting this response because:

I have NOT been contacted by anyone at Astound. I still have the same problem....

Regards,

***********************
Business Response
Date: 10/06/2022
We are waiting to hear back from the customer and have left a voicemail with a direct call back number.
Customer Answer
Date: 10/06/2022

Complaint: 18008108

I am rejecting this response because: For the first time in months, someone called me about my problem. Left a message. Her name is ***** at ************ option 4. I called during regular business hours, but no one answered. So far, no one has called me back. Over the last 4 months, I was told that 3 different supervisors and ******* would call me back. They DID NOT. Still have the same problem with descriptive audio, and not being able to stop it. It is only on one channel, channel 27. It occurs mostly with movies.

Regards,

***********************
Business Response
Date: 10/06/2022
***** has spoken on the phone with ************** and we scheduled for a technician supervisor to contact the customer and come out for a visit
Customer Answer
Date: 10/07/2022

Complaint: 18008108

I am rejecting this response because:

I still have the same problem with my tv. As I said before, I had 4 techs come out to my house, and they could not fix the problem. The last time, I asked for a supervisor, and they said they would send a supervisor. They DID NOT. Someone from corp called me, *****, and she said they would send out a supervisor. They are supposed to come next week....

Regards,

***********************
Business Response
Date: 10/13/2022

******** is the supervisor working with *************** *** was out on the 8th and even though expected to troubleshoot customer owned equipment, he did try different ideas on the customers tv.
This issue has been resolved. The Primary English audio was dropped and the audio with descriptive audio was groomed as the primary. Per **************** Since this has been fixed this issue has went away for him. Customer has my number going forward.

Astound Broadband powered by RCN,
Initial Complaint
Date:09/08/2022
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.
Since Astound took over RCN's email service my email kicks me off after 10 minutes typing or reading my email. I have never had a time limit to my email sessions or get kicked off an email session prior to Astound. They take 3 business days to have a tech person call you back to fix my email that will not send out or receive emails. This is unacceptable to wait more than 24 hours to get my email fixed and I have to be without email for 3 business days which is unacceptable. RCN had really good email service prior to Astound taking over. I hate Astound but I love RCN. I have been a RCN customer for almost 30 yrs. with no issues. This email issue has been going on for about a year.
Business Response
Date: 09/15/2022
The Astound Internet Systems Manager has researched this complaint and responded that there was an issue back in March of 2022 but he has not been able to recreate the error. The idle timeout is set to zero for all customers meaning no timeout. I spoke to the customer and asked them to send some screenshots to me if this issue is occurring as frequently as stated in the complaint. I will be following up with the customer to see if this issue can be resolved.
Initial Complaint
Date:09/07/2022
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.
My internet was down for 5 days and a technician wasn't available for 5 days. On the morning of the appointment, my internet magically started working again. Then a few days later it went down again. I again could not get a technician out for several days. When I finally booked my technician appointment, it was through an automated system. The messaging on the automated system stated that I MAY be charged a fee if NO issue was found. The technician came out, said something was wrong w/ my exterior wiring, fixed the issue, and then left. Later I was charged a fee and told that I should've gotten a protection plan that the technician sold if I wanted to avoid the fee. The technician never presented this option. And when I called they couldn't provide any documentation that I was notified about this charge. Essentially, I think this is a bogus charge to get me to call to add $5/month to the bill and it was not disclosed properly -by the way I did call and add it to my bill and they said they reversed the charge but it's not reversed.
Business Response
Date: 09/15/2022
A technician visit was scheduled on 07/10/2022 for 07/14/2022 but that visit was cancelled and another visit was set up on 07/18/2022 for 07/22/2022 where a technician identified an inside wiring issue. With inside wiring issues, the visit is chargeable as it is a factor outside of our control, however, the bill with the technician visit charge was printed on 08/05/2022 and not due until 9/2/2022 so that the customer had time to call and question the charge or dispute. The fee was credited after the charge was withdrawn, on 09/06/2022 and the service protection plan was added, as it covers inside wiring issues and future technician visits. If the service protection plan is removed within 6 months of a chargeable technician visit, the charge may still apply. Nothing is owed 10/03/2022 and there is a credit balance on the account of -$16.27 as the technician visit fee has been credited.
Customer Answer
Date: 09/15/2022

Complaint: 17930831

I am rejecting this response because:
The appointment was cancelled because the service magically started working the morning of the appointment and then quit again a few days later. An inside wiring issue was not communicated - the wiring the technician told me he fixed was outside the unit. There was also no paperwork left w/ me or signed by me to suggest otherwise. The amount of the service has now been credited - only because I spent over an hour on the phone and suggested I was writing this complaint. I also asked to speak to a supervisor during the call and was told no.

Regards,

***********************
Business Response
Date: 09/22/2022
Credit was applied for the technician visit fee 09/06/2022 2:08 pm. This leaves nothing due 10/03/2022 and further credit of -$16.27 off of the bill due 11/03/2022

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