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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

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Astound Broadband powered by RCN has 17 locations, listed below.

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    Customer Complaints Summary

    • 720 total complaints in the last 3 years.
    • 294 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/07/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 A YEAR AGO I WAS SEARCHING FOR A NEW CABLE/INTERNET PROVIDER AND DECIDED TO CALL RCN/ASTOUND. I SPOKE TO A YOUNG WOMAN WHO SEEMED PROFESSIONAL AND FRIENDLY AND I EXPLAINED THE SERVICES THAT I WAS LOOKING FOR AND SHE PROCEEDED TO EXPLAIN THE PLANS THEY HAD WHICH WERE QUITE PROHIBITIVE TO SAY THE LEAST. I THEN ASKED HER IF SHE COULD BUILD A PLAN TO MY SPECS WHICH WOULD BE INCLUSIVE OF THE *** INTERNET CREDIT AS WELL AS THE FEDERAL/STATE LIFELINE ALLOWANCES. THIS IS WHERE THE "FRAUDULENT" TRAIN FELL RIGHT OFF THE TRACKS. SHE EXPLAINED THAT THEY DO ALLOW FOR THE ***/LIFELINE CREDITS BUT CERTAINLY NOT WHAT THE GOVERNMENT ALLOWS. WHEN I EXPLAINED THAT THESE WERE GOVERNMENT CREDITS NOT TO BE FOOLED AROUND WITH AND I EXPRESSLY DISPLAYED MY ABSOLUTE DISGUST AND I HUNG UP THE ****** ABOUT A MONTH LATER, THIS SAME WOMAN WAS ****** ME ASKING IF I CHANGED MY MIND TO WHCH I ANSWERED WITH A VERY DEFIANT "NO" AND HUNG UP. THEN THE CALLS CONTNUED TO THE POINT WHERE I WAS FORCED TO BLOCK MY NUMBER. THEN THE *****S ARRIVED AT EVERY APARTMENT DOOR AND ALL OVER THE BUILDING EACH AND EVERY M0NTH. I THEN TOOK IT UPON MYSELF TO TAKE SAID ***** WITH NOTICE OF "CEASE AND DESIST" ORDER TO DISCONTINUE THE *****S AND MESSING US OUR BUILDING WITH THEIR SALES TACTICS AND HAD FAXED IT TO THEIR CORPORATE HEADQUARTERS. FURTHERMORE, THERE IS A CLEAR AND CONSISE SIGN PROHIBITING "SOLICITATION OF ANY NATURE" IN THE LOBBY/VESTIBULE. ABOUT 2 MONTHS LATER, I RECEIVED A CALL FROM THE SAME WOMAN I SPOKE TO AT RCN AND THE SAME DAY I RECEIVED 2 CALLS FROM GRANDE COMMUNICATIONS, WHICH IS AN AFFILIATE OF RCN/ASTOUND REGARDING THE ***** THAT WAS FAXED. AT THIS POINT, I EXPRESSED THATTHIS IS BORDERING ON HARASSMENT AND SHOULD IT CONTINUE, I WILL BE FILING A FORMAL COMPLAINT WITH THE *** OFFICE OF THE ATTORNEY GENERAL AS WELL AS FILING A FORMAL COMPLAINT WITH THE "DO NOT CALL REGISTRY".

      Business Response

      Date: 01/16/2024

      Customer is on do not call / do not mail listing it can take up to 8 weeks to get removed from all call and mail listings from the day it was requested 

    • Initial Complaint

      Date:01/04/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      [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,


      ***** ********in their system the previous month. I was told by the representative on the phone that my payment information has been updated and that I should not be charged on the following statement. This is absolutely ridiculous and these are deceptive business practices. This is not the first time that this has occurred with my account at RCN. I demand that I receive credit for the entire amount of these charges (162.98).

      Business Response

      Date: 01/10/2024

      Explained the billing to the customer. She now understands the charges on the statement is happy with the outcome 

      Business Response

      Date: 01/10/2024

      Waived 2 autopay denial fees as a curtesy totaling $50. Reinstated autopay discount. No bill is due in February. On March bill there will be a credit of 13.81 that will be applied to that bill.

    • Initial Complaint

      Date:01/03/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      [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,


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

      Business Response

      Date: 01/10/2024

      Went over the refer a friend policy with the customer and applied it to the customers account 

    • Initial Complaint

      Date:12/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 received an extra charge for several hundred dollars for equipment. I called at least twice a week to resolve the charge for 2 months. They said it was for old equipment 3-4 years ago that came up on inventory when they moved warehouses. It was almost 4 years after I returned equipment for ending my cable service. They keep telling me someone will call me back. No one does. I never received ANY information about the equipment ( it's missing, didn't get it, not anying for years) , no email, no notice, no call, nothing. You cannot bill people for something you lost 4 years later in your warehouse. They want me to prove I returned it but why would I save a slip of paper 4 years later? They can't produce any paperwork, information, etc. saying they didn't receive it. I've been paying my Internet bill but they terminated my service. This is extortion and unfair business practices. You can't just charge hundreds of dollars years later, will no notice or any paperwork, and hold me hostage for that money.

      Business Response

      Date: 01/04/2024

      Spoke with customer and concern was addressed. Customer is satisfied with resolution. 

    • Initial Complaint

      Date:12/26/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      [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,


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

      Business Response

      Date: 01/03/2024

      Spoke to Mr. ******** and he said the issue was resolved. Asked if there was anything else I could help him with and he stated no.

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

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