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

• 

  RCN Telecom Services

  956 Massachusetts Ave Arlington, MA 02476-4509

• 

  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

• 

  RCN

  2124 Avenue C Bethlehem, PA 18017-2120

• 

  RCN

  10000 Derekwood Ln Lanham, MD 20706-4387

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:07/11/2022

  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.

  I was a customer of Wide open West known as WOW which was recently acquired by RCN.When RCN took over my service I had terrible service and discontinued my internet.After discontinuing my service they requested I return equipment which I had done.Shortly after returning the equipment I kept receiving a **** with charges for the same. After many attempts to resolve the issue I contacted the BBB and filed a complaint. During that time my Email address connected with the above account was still open. When I contacted customer service and Tech support I was told that the Email would be shut off when account is closed. As of this complaint the Email is still active and I can not get anywhere with anyone in any department at RCN. My original complaint has since been resolved after filing my complaint but the Email is still active.I continue to receive Email at this address and wish not to. It's very aggravating to keep receiving Email at an account that should be closed.My information is as follows :WOW account : ********* Astound ( RCN ) : *************** Email in question : ******************** I have no access to any of the above accounts and can not control or shutoff Email.

  Business Response

  Date: 07/13/2022

  The email account ******************** will be closed effective today, 7/13/2022. 

  Customer Answer

  Date: 07/13/2022

  [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:07/06/2022

  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.

  To Whom It May ********* am a loyal RCN customer but am disappointed to learn that I have been billed for a rental modem that I returned in September 2021. Per the service work from below, it is noted that I am using my modem and your system indicates the modem was returned in September 2021. I take issue with being charged for such a long period after returning the rental modem per RCN's instructions. I want my account to be credited for the rental modem as soon as possible for the entirety of the time the charges were being applied. Furthermore, I am aggravated that I called RCN on 5/27/2022 and was discouraged by the customer service supervisor, Mica from **************, from opening a case to investigate the issue. I was rudely treated and told by the representative that the overbilling for equipment that I did not possess but reflected in your system as returned was my fault for not reviewing the monthly ****. I do not make it a habit to look for fraudulent charges on my RCN **** because I consider it a reputable business. After repeated requests, Mica was willing to open a case under # *******. It is disappointing that I was also told the results would not work in my favor as RCN does not have a customer care team to review client complaints. Customer Account ************************* *************** Case Number # *******

  Business Response

  Date: 07/13/2022

  The modem rental exchange fee was $5/month and this fee was not removed until May 2022. The charge began 9/2 when swapping out for customer owned equipment. On 05/27/2022, we applied a one time $40 credit to the account for the $5/month charge. As the charges equated to about $45 for the 9 months, but we only applied $40 credit, we are applying the additional $5 credit today,  7/13/22. 
  

  Customer Answer

  Date: 07/13/2022

  [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:07/06/2022

  Type:Order 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 have broadband service with RCN Astound and am trying to cancel services. The only way to cancel is by calling them, but no one is ever there to pick up the phone. This has been going on for days. I wait on hold forever. account number: ***************

  Business Response

  Date: 07/13/2022

  Service was cancelled 7/7/2022. We are available at 1-800-4ASTOUND 24/7, on social media including ****************** LinkedIn, Instagram, and through email at ********************************* A prorated balance for service charges 06/18/2022-7/7/2022 of 62.60 is due 7/30. 
  

  Customer Answer

  Date: 07/13/2022

  [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:07/05/2022

  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 PROBLEM IS ASTOUND BROADBAND IS CHARGING ME FOR A "BUNDLES SERVICES/ A LA CARTE INTERNET PACKAGE. ALL I WANT TO HAVE THE INTERNET SERVICE. THEY WAS UNABLE TO GIVE ME A CLEAR EXPLANATION WHAT WAS IN THE BUNDLES/PACKAGE SERVICE CONSIST O. THIS IS WHAT MY CURRENT CHARGES LOOKS LIKE THIS. Bundled Service $39.99 High speed internet $15.95 Tax, **************** $7.93 MY CONCERN/PROBLEM IS I AM PAYING FOR SOMETHING I DONT WANT THE BUNDLED SERVICE AND I JUST WANT THE INTERNET SERVICE.

  Business Response

  Date: 07/06/2022

  The service is outlined on the **** as bundled service, although, as stated by the customer it is just a la carte ******************** service and the high speed internet section on the statement is the modem rental. 

• Initial Complaint

  Date:06/30/2022

  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.

  Astound took over the WOW organization that was providing my internet, cable and phone services. Approximately four weeks ago, overnight, I could not get the channels I usually watch ***** MSNBC, ******* etc.). I contacted Astound and, initially was told that I had to buy their box, then I was told that all of the WOW equipment had to be replaced by Astound's, and my services needed to be upgraded in order for me to see my channels: I agreed. Service was upgraded; however, not only were channels that I initially called about were not included but most of Astound's, with the wording "needs subscription." I was told that I needed to upgrade services more and the monthly **** would exceed $200.00. I stated that I am a retiree and this amount is not in my budget. I feel this is a "bait & switch" situation inasmuch as Astound continually changed reasons why I could not get the channels that I initially called about. After several calls to Astound regarding my internet, finally one of their workers restored it. Currently, I do not have cable or telephone service; however Astound sent me a **** for $147.91 + $5.00 past due. Prior to receiving this ****, the first **** from Astound, due date June 11, 2022, in the amount of $147.35 was paid on June 1, 2022 and my bank statement shows that it was paid. Numerous calls were made to Astound's supervisors. On two occasions, while being transferred to a supervisor, music would play for approx. 10 minutes and the phone would disconnect. Names of two supervisors I finally spoke with - ***** and *****.

  Business Response

  Date: 07/07/2022

  There is a pending technician visit scheduled for 07/14/2022 *****. We have applied credit for service issues 0615-062522 and are applying additional credit for 6/26-7/14 when the visit is scheduled for

  Customer Answer

  Date: 07/07/2022

  [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 ********, to have a technician come out on July 14, and find that this

  resolution is satisfactory to me.  However, I want assurance that Astound will restore the primary channels that I had, which Astound promised would

  be accomplished once they upgraded my service by removing the WOW boxes and installing Astound's boxes. As mentioned in my initial statement, this

  did not occur: the channels were not restored, and I was told that the service had to be upgraded some more, which would result in the monthly

  I ****, going from $147.00 to over $200.00. [My channels included **** C-SPAN, MSNBC, ******* Hallmark, MeTV, BET.]  This issue needs to be clarified.    

  Thank you for your cooperation.

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

  Customer Answer

  Date: 07/07/2022

  
  Complaint: 17503476
  

   

  I have reviewed the response made by the business in reference to complaint ID ********, to have a technician come out on July 14, and find that this

  resolution is satisfactory to me.  However, I want assurance that Astound will restore the primary channels that I had, which Astound promised would

  be accomplished once they upgraded my service by removing the WOW boxes and installing Astound's boxes. As mentioned in my initial statement, this

  did not occur: the channels were not restored, and I was told that the service had to be upgraded some more, which would result in the monthly

  I ****, going from $147.00 to over $200.00. [My channels included **** C-SPAN, MSNBC, ******* Hallmark, MeTV, BET.]  This issue needs to be clarified.    

  Thank you for your cooperation.

   

   

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

  Business Response

  Date: 07/13/2022

  This has been corrected and there is a total credit on the account of -$139.37 and a monthly balance of $146.18 after estimated taxes and fees through 07/13/2023
  

  Customer Answer

  Date: 07/15/2022

  
  Complaint: 17503476
  

  
  I am rejecting this response because:  all three of my services were cut off and not restored until this morning, July 15, 2022.  The technician worked here for approximately

  45 -60 minutes to restore the services.  Astound's representative told me that a technician would be here on July 15, 2022, between the hours of 8:30 a.m. to 10:00 a.m.

  to restore all three services, and they would not make any charges to the account until July 16 to provide an extra day.  Further, the issue regarding the missing channels have

  not been addressed.  What is Astound's decision inasmuch as they stated that my channels ***** ******* MSNBC, ******* etc.) would not change once Astound's

  equipment was installed to replace WOW's equipment.  I need to know if the channels will be restored, as promised, and that they will not increase my **** from the

  $147.00 to over $200.00. Thank you.

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

  Business Response

  Date: 07/15/2022

  **** ******* MSNBC, ****** are in our signature package of channels. This package along with the 4 cable box rentals, phone and 110mbps internet speed comes to 200.45/month after est taxes and fees for 12 months, no contract. 

• Initial Complaint

  Date:06/26/2022

  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 mother's internet has been down for a while. I called last week on Monday and was told that they can't have anyone come until 7/11. I called again and asked to escalate this since her air-conditioning is connected with internet and her medical devices are connected with WIFi and yet still nothing. They showed up Thursday and spent a couple of hours and yet nothing. They said someone will call me within 48 hrs. Nothing!! I called and someone again said they will call me within 48 hrs. If anything happens to my mom, she has no way to contact me if she falls or if anything urgent happens. She will have to call me. She has no way to keep busy. This has been horrible. No one can do anything to help. Please please help.

  Business Response

  Date: 06/29/2022

  There is a technician visit scheduled for an all day appointment today, 6/29. Please contact us 24/7 at 1-800-4ASTOUND if there are further concerns or questions. A $30 credit was applied to the account 6/26

• Initial Complaint

  Date:06/25/2022

  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.

  Toward the end of May 2022, I moved out of my apartment (340 *************** ****. *******, ** *****) to my current residence in *******, **. My partner took over this lease and is the current resident. When she contacted Astound to set up her TV/Internet she was told that I, as the leaving resident, would not need to file for service cancellation (as it would automatically be canceled when she created her account) and would not need to personally return the equipment (a TiVo box and a modem - as their technician would retrieve them when he installed her equipment). My partner was present while the technician replaced the equipment and saw him take the TiVo box and modem that were previously used by me.Now, Astound is charging me for missing equipment. Apparently, the technician did not properly document the equipment he retrieved. After a month of calls, they have found the TiVo box and removed that charge; however, they still claim I am in possession of the modem and refuse to remove the charge (******) from my account due 7/12/2022. I would like them to dismiss the charges as the equipment in question was retrieved by one of their technicians.

  Business Response

  Date: 06/29/2022

  We requested that the local warehouse removes the **** modem from the account, which is resulting in outstanding charges of $231.54. Once removed, there will be a credit on the account of $1.17. 
  

• Initial Complaint

  Date:06/24/2022

  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.

  06/15/22 the technician came out to my house and inspected my router and told me I need a new astound router. My existing router was installed by WOW and is no longer in service. I called the office twice to find out when the company , astound , would be out to install the new router. Astound would tell me its up to the technician. No one has contacted me since. I have no internet and Wi-Fi is limited. Like most people I pay bills online. My digital television is also out of action since that date. 06/15/22.

  Business Response

  Date: 07/05/2022

  Technician ********** will reach out to ************* today to schedule a follow up visit. The appointment 6/16 was resolved with a replaced Android powered by TiVo box. 

• Initial Complaint

  Date:06/23/2022

  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 internet service with Wowway starting in March 2022. I paid 2 bills, March 2022 ($77.15) and April 2022 (*****) on my Discover cc statements. The reason the second month was less is because the first month i was charged for a land-line phone that I realized later was not working (Wowway error with move from xfinity to Woway), so second **** did not include phone charge. I had to go back to Xfinity to get my phone number back so it wasn't lost (have had for 40 years+). Still had issues and was told would have to wait until the transition (RCN/Astound purchased Wowway in my area). I finally did get my phone service set up.However, when I got my first **** from Astound, it showed I had a $138.07 previous balance (I was on auto-pay with Wowway and absolutely did NOT have any previous balance). I also was to receive a credit for the first months phone (****) that wasn't working (wowway error). My first **** from RCN/Astound also included a $50.00 fee for a wowway person to come to my house in the previous month who told me they screwed my phone (this was not my error); I understand this was credited back to my account. However, they need to remove the previous balance. I want the $138.07 previous balance to be removed from the RNC/Astound billing. RCN/Astound cannot explain what the previous balance is for and will not take off my ****. I also do not now have access to my wowway account to review my account.

  Business Response

  Date: 06/29/2022

  Since the transition to Astound, we have applied $198.98 in credit to the account and have not yet received a payment. There is still a credit of -$42.21 on the account, which will reflect on the July statement. Any billing from WOW prior to the transition has been corrected and a courtesy credit for one month has been applied as well as two $50 credits, one as a courtesy credit and the other to credit the technician visit before the transition. 
  

  Customer Answer

  Date: 06/29/2022

  [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.

  However, looking at my account online, the errors (previous balance is still shown and reflects that I owe money ($80+). If this does not pan out as promised, I will reopen or submit another complaint.

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

• Initial Complaint

  Date:06/23/2022

  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.

  We ordered service, for 6 weeks they have been sending someone to connect and no one comes to fix the problems. They ported the phone number which disconnected phone service from other provider.4 weeks Ago. 89 year old hospice patient and 90 year old heart patient left with no phone service. Have called and called promised everyday someone will come. CSR rep says they escalate says we will get a manager call back never happens...and they will not provide a number for any kind of resolution and just keep saying they will come just be patient. I don't know who else to turn to .

  Business Response

  Date: 06/29/2022

  We had to wait on construction work to avoid conflict with other utilities, but construction work was completed 6/27 and the phone service is back online. A total credit of -$102.38 has been applied to the account.