Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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:09/06/2022
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.
On Friday September 2, 2022 I signed up for Astound Internet service through the ************, ******** office (my account number is ****************. The advertised price for 100mb speed was $19.99, but offered a $5.00 monthly discount if the customer signed up for ebill and auto-pay. I signed up for ebill and auto-pay the same day. On Tuesday September 6, 2022 I received my first ebill for ****************** There was no $5.00 discount applied. I immediately contacted the Astound ************ office *************) and requested to know why the discount was not applied. I was told that it was their "policy" that the discount only takes effect with the second month's billing. I explained that this "policy" was not listed anywhere on the Astound website terms of service a and disclaimer page, and was not explained on their website price list. The price shown for 100mb speed is $19.99 with an asterick, and in small type it states the $5.00 discount requires signup for ebill and auto pay. It states nowhere on the website that the discount takes effect in the second month billing.
Business Response
Date: 09/13/2022
E-Bill and Autopay discount may take ***** days to reflect on the billing statements.
Customer Answer
Date: 09/13/2022
[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:09/05/2022
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.
Were clients from the end of February. When applying for this RCN Account, ***************************** - Account Manager at Astound - promised us in written that we would get a Giftcard of $250 after the third month of the contract. After several emails, reminders and phone calls we didnt receive the pronosed Giftcard.
Business Response
Date: 09/13/2022
An account must remain in good standing for 90 days in order for gift card offer fulfillment, however, 03/11/2022 we received notice that Direct debit returned as R03- No account/Unable to locate ****** $69.83 Cash/Money Order/Credit/Debit Check Card only, accepted for the return, plus ALL past due.NO PAYMENT ARRANGEMENTS. ALL returns are subject to an insufficient funds fee, regardless of the return reason. For further details, refer the customer to their bank/financial institution.

Customer Answer
Date: 09/13/2022

Complaint: 17919825

I am rejecting this response because:
Our first autopay did not go through - that is true. But we never received a reminder of an outstanding amount and only noticed it on the statement of the second invoice which we paid in full immediately. So since beginning of May our account is current. Since then all invoices were paid on time. This implies the 90 days is already longtime passed. Secondly in the past 10 weeks reaching out to RCN, nobody gave us this argument as reason for delay so it's unacceptable.

Regards,

*****************************
Business Response
Date: 09/13/2022
The requirements to fulfill the gift care were not complete, as the first autopayment was not successful, therefore, the account was not in good standing for the first 90 days.
Customer Answer
Date: 09/14/2022

Complaint: 17919825

I am rejecting this response because:

1) ****** never informed us about this 90 days condition upon discussing the sign on conditions. We also never signed/agreed with the 90 days condition.
2) When following up with ****** since July, this 90 days reason was never provided - so coming up with this argument after months is non-argument.

By the above I can only conclude that RCN is changing the story as it suits RCN and consequently acts as an unreliable business partner. I cannot collaborate with unreliable partners.
So I'm going to close the discussion here.
Or RCN is proceeding with providing the voucher, as agreed in the beginning without any conditions.
Or RCN is choosing to be unreliable and then I only would like to receive information on how we can terminate the contract immediately and we will shift to Spectrum.

The choice is up to RCN, but I would like to understand which option RCN is going for by Friday 16 September latest

Regards,

*****************************
Business Response
Date: 09/14/2022
We are unable to fulfil a gift card when a customer does not meet fulfillment requirements
Initial Complaint
Date:09/02/2022
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 am a new customer (account #: ****************. I have 2 ********* $200 overpayment: My online bank accidently made a payment for $200 to Astound. Astound received the payment and I have spoken to 4 different people (including supervisors) over 4 different days and first they said that it is no issue, that they could cancel/return the payment, but would need a supervisor. Then the supervisor said that I needed to wait until the payment posted.. Then, after it posted, I called again and they said that since it has posted, they cannot refund or return my money. They are now holding my overpayment hostage and refuse to return the money as long as I am an 'active' customer. The only way they said is to cancel service and I do not wish to do that as I just signed up a week ago.2) $5 Ebill/Autopay discount: In addition, I did not receive the first month $5 discount for being enrolled in eBill / Autopay. I signed up for these during initial install, and they were not reflected on my bill. I called your CSR on 9/2 and the rep said: "You do not get the $5 discount for the first month.". I'm sorry, where does it say that in the T&C's that I agreed to when I signed up?
Business Response
Date: 09/07/2022
The customers check cleared on 8/29/2022. The first months charge of $51.96 was deducted leaving a balance of $148.04. The $5.00 discount for auto-pay and paperless billing was added on 9/01/2022 along with an additional valued customer credit of $5.00 which was added on 9/02/2022.
A refund check in the amount of $158.04 has been mailed out and the customer should receive it within ***** business days.

Customer Answer
Date: 09/07/2022
Thank you Astound for the response. I have to say that I am SHOCKED and very pleasantly surprised. I spent over 2 1/2 hours on the phone with your CSR and their manager and they absolutely would not budge. They basically said that there was zero way that you would send me a check for the accidental overpayment and that there was no way to escalate. That there was nobody in Astound that I could write to and that the case was closed. May I be so bold and ask you to provide your CSRs / call center a method or instructions for a customer to escalate should they wish? It would be very simple, they could just say, "If you wish to escalate or have further review, you can email or write to the following address." If they had just done that, I would have never had to resort to filing an BBB complaint.
At this stage, I am satisfied and this complaint is now closed. Thank you for your assistance,
Regards,
*************************
Initial Complaint
Date:09/01/2022
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.
Illegal Marketing and Advertising.
Business Response
Date: 09/07/2022
Please send further details.
Initial Complaint
Date:08/30/2022
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.
Lost cable service due to WOW integration.No notice given.Unable to get service back due to amount of households effected
Business Response
Date: 09/07/2022
1 month of credit was applied in May, totaling $257.40. Service was lost for many customers during the WOW to Astound transition on May 4, but has since been restored.
Customer Answer
Date: 09/07/2022

Complaint: 17801173

I am rejecting this response because:

NO
my service has NOT been restored as of 9/7/2022. All my HD channels do NOT work and havent for about 2 weeks now.
I have an appointment for you guys to swap out the WOW equipment on 9/9.
Your reps have tried refreshing the signal and that did NOT work

Please advise what you can do to resolve this.

Regards,

*****************
Business Response
Date: 09/13/2022
A service technician visit was completed after a request to reschedule for 09/09/2022 ***** and 9/11, premiere entertainment and family packages were added.
Customer Answer
Date: 09/13/2022
[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:08/29/2022
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 was a customer of WOW ******************** for years and RCN Astound acquired the WOW customers in my area. I have a very basic 100 mbps plan that I had with WOW that I was satisfied with. Our internet maybe went out 1 time in the 7 years I had them as a provider.With Astound we have outages almost daily and it has been affecting my work, as I work from home.I still have autopay and I do not usually complain, however, I checked Astound's pricing for my area and they are charging $19.99 per month with no contract for a 110mbps. I have been paying $68.They told me I have a grandfathered in plan from WOW but in order to updrade to Astound's 110mbps plan I would be charged $55 per month.I was looking to get a BETTER plan- more specifically the 940mbps that is advertised as $44.99/month- No contract required. (Although it does stay under this plan this is a 12 month offer- it does not detail what it means by "12 month offer" because this is a no contract required plan.)Nowhere does this say its a price for new customers on the website- as a matter of fact it states it is a NO CONTRACT plan, meaning the price will not creep ** once a contract is ** in a year or two. The rep told me this is only for "new customers."I feel that not only have I been overpaying now they are trying to price ***** me to almost pay 3 times the amount they charge any other customer.Additionally to this, the customer service rep I am on the phone with still, currently, has kept me on hold for 90% of our 55 minute phone call "checking on prices to get the most accurate price."I have been overpaying for months- I was never given any other option for any other price plans. All communications from this new company have been minimal at best. Every and any time I call I am given a hard time.For a resolution I would like to be given the option to pay the same price as everyone else, and given a refund for the difference for the months I have been paying $68 for a plan that costs under $20.
Customer Answer
Date: 08/30/2022

Better Business Bureau:
I filed a complaint to the BBB on 8/29 and a supervisor reached out to me and resolved the issues.
The supervisor was able to adjust the price I am paying to match their advertised rates for the internet speed that I want so once that goes into affect I will no longer be paying almost triple to what other customers are paying for the same service.

Regards,

*****************************
Initial Complaint
Date:08/27/2022
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 family first started using Wow! Broadband about three years ago where it was later acquired by Astound Broadband last year. We have been paying for the 1 Gbps plan and it has been terrible the entire time. We only get about 200 Mbps tops and that's assuming we're not more than 1 week into a month because our service is usually getting throttled after that point. We had a Wow! technician come in last year to figuring out why we aren't getting what we paid for and the technician said that the cables in our house are too old and that there was nothing we could do. After looking into it some more we hired an electrician to come and update the wiring in our house and he told us that the issue wasn't the wiring in our house, it was the cables running into our house and entire neighborhood from Astound. So not only did their technician lie to us about what the cause was, Astound has also been lying to us about what service they are able to provide us and has been overcharging us for what they provide. Astound should either update their lines to our house or refund us for the extra amount on our data plan that we have been paying for but will never be able to obtain.
Business Response
Date: 09/05/2022
There has not been a technician visit here since the transition from WOW to Astound on May 4, 2022. We are unable to guarantee wireless speed. For accuracy, please test the modem speed at il.speedtest.rcn.net with an Ethernet cord connection between the modem and computer.
Initial Complaint
Date:08/23/2022
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.
(Sept 3rd to Oct 29th, 2021) RCN, an extensive internet provider, could not solve No Internet, Secured. RCNs call centers have individuals with little to no knowledge of the RCN network and merely read from a list of common complaints . Many of them admit when tasked with the No Internet, Secured question that they have no background or experience solving basic internet fixes. Some even admit theyre retirees that are just looking for something to do. Nearly every call ends with the call center employee claiming the only way to solve No Internet, Secured is by sending a technician out to fix the matter, which is patently false. No Internet, Secured is an easy fix that just requires a low level of IT on each end of the connection. There was no need for a technician. On Oct 29th, after nearly two months, the No Internet, Secured issue is resolved without any notice, acknowledgment, or change. No technician came out. Nobody called. RCN was hoping the issue would just fade into the sunset, but I kept track of it.When I called them on Oct 29 2021, I requested a full refund for the No Internet, Secured timetable. Parallel to this RCN saga, I had a *** Card issue with my ******* phone, and ******* reimbursed me for the full length of the *** card saga. I explained RCN needed to follow *******s lead. Instead, RCN decided to reduce my monthly rate to around $75. This created an even bigger dilemma, because I requested this reduction at the beginning of the year but was told it was impossible given my account. In total, reimbursement for the No Internet, Secured time period and the reduced rate when it was first requested at the beginning of the year comes to roughly $600 dollars.
Business Response
Date: 08/26/2022
This customer is under the impression that *******************************************/********************** was at fault for an issue he was having with a Windows setting on his computer.
RCN only provides the internet access and the modem and router. The error message (No Internet Secured) is a Windows error. This is not something that RCN technical support can fix over the phone. This is a setting on the customers devices. Per notes on the account, every time the customer called tech support he used vulgar and demeaning language and became argumentative. The customer was not willing to try and trouble shoot the issue with technical support which is why they offered to send a technician if he had requested. Notes on the account show that the customer had connection on other devices at the same time he was receiving the Windows error.
An Astound Broadband/RCN IT specialist looked into this complaint as well and found that there was no loss of connectivity to the modem during this time period mentioned which was 53 days after the last reboot.
Astound Broadband/RCN will not be providing any credits for this issue. No technician was ever sent. And the customer states in his complaint that the issue resolved itself because it was only a setting that the customer needed to correct.
The customer also claims that he had asked for a lower rate on his service early in 2021.Notes from 1/31/21 show that he called in and spoke with a representative who offered to increase his speed from 75 Mbps to 100 Mbps and lower the monthly charge but he declined the offer at that time. Nine months later on 10/28/21 the customer was given a new promotional rate after calling customer care however *******************************************/ ********************** does not add them retroactively.
In December of 2021 the customer had filed this same complaint with the **** At that time he was given the option to swap out his modem and router for a newer model and at the same time receive a free upgrade to 250 Mbps for 1 year. The customer declined this offer as well.
Customer Answer
Date: 08/28/2022

Complaint: 17760026

I am rejecting this response because:

The message from RCN/Astound is the standard response to this tactic. That it's all just a windows error. I explained to them ad nauseum that there was nothing on my end causing the error. No computer changes, No program chances. Nothing. Every connection from different providers worked without issue. The problem was on their end. The call center technicians, multiple times, acknowledged the problem on their end and their ability to fix it. During the phone calls with their team...the error went away, came back, went away, came back, as they tested the connections during the call. However, each and every call, when they had to speak with their higher ups...ended the same way. They needed to send a technician out to fix the problem. The conclusion has been unanimous around town. This was a tactic to send technicians out for a fee for simple basic issues created on their end. In other words... just another RCN/Astound gimmick. Several probably went along with the technician gimmick and got charged for nothing. However, because I said no to each technician demand, and yes used vulgar language, the issue stood until they finally took their thumb off my connection.

I'm a participant in the latest class action lawsuit against RCN/Astound. I have dealt with several of their gimmicks in the past. This is just another gimmick, just another tactic

I can only hope one day RCN/Astound is regulated like a standard utility...so the gimmicks may finally end.

Regards,

*****************************
Business Response
Date: 09/07/2022
The reason you are seeing the Not Secure warning is because the web page or website you are visiting is not providing an encrypted connection. Our troubleshooting of this issue ends by ensuring the WiFi network is password protected, which it is.
Customer Answer
Date: 09/07/2022

Complaint: 17760026

I am rejecting this response because:

The author brushes off the complaint. Tries to instead frame the case as a mere issue with certain websites. It also contradicts their previous responses to the matter.

Regards,

*****************************
Initial Complaint
Date:08/21/2022
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.
Signed up for new service when this was still WOW cable/internet. As a new customer I was promised a $100 gift card for keeping continuous service for 3 billing cycles. The technician showed up for the install on my first appointment and didn't realize I needed a 'full install', including a new line to the house as there was no existing line. This technician was not qualified for that type of install so it had to be rescheduled. Due to the error by WOW the install fee of $119 was waived as I had to wait an additional few days to receive service. The second technician called his hotline to ensure this fee was waived and confirm I was eligible for the gift card as well. As the third cycle passed and I did not receive my gift card I contacted Astound as they had taken over WOW in my area. I used online chat with customer service and explained what happened. Their determination was that it was probably 'lost' during the takeover by the new company. I gave them all the information they requested and eventually heard back that they needed "more information". There is no more information. They bought out WOW and they're obligated to honor whatever promises were made by them. In this case, a $100 gift card.
Business Response
Date: 08/24/2022
We have tried to reach out in response to a missing gift card case number 1700807 after several attempts to contact the customer the case was closed. We do not have any information from WOW pertaining to a gift card and would like to offer the customer a $100 credit on their account in replacement of the offer. We are waiting to hear back.
Customer Answer
Date: 08/25/2022
[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. I did receive a voicemail from a ***** from their executive office yesterday and was unable to reach her when I returned that call. I left a message for her indicating the resolution is satisfactory.

Regards,

*****************
Initial Complaint
Date:08/18/2022
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 cancelled my RCN/Astround broadband service on August 2 at or around 5:45 PM. I called and spoke with a customer service agent. The customer service agent informed me that I would owe about $20 for the services used prior to cancellation. The customer service agent also stated that I didn't need to return any equipment since the equipment was there when I moved in and the same resident (the owner) was moving back in. (I recorded this conversation and am happy to submit this recording.) Since then RCN/Astound is now attempting to charge me $149.30 and is sending repeated emails stating the equipment needs to be returned. RCN/Astound needs to immediately cease these emails and charge me the correct amount for the service days I used prior to cancellation. As I relied on the statements of the RCN/Astound representative, I have moved from the prior residence and am unable to return the equipment. On August 17, I spoke with RCN/Astound customer service, and they stated they would pull the recording of the call and that these issues would be resolved. I have spoken with their customer service and explain these issues. Today, August 18, I received another email from RCN/Astound erroneously asking for an exorbitant amount that I do not owe. I would like RCN/Astound to rectify these issues immediately.
Business Response
Date: 08/19/2022
A case was entered by a social media representative 08/18/2022 2:53 pm Case # ******* for unreturned/missing equipment and the modem was only added to the account 8/3 so it seems to have been added in error and will be removed by our warehouse.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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