We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 705 total complaints in the last 3 years.
    • 273 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:06/21/2022

      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.
      I had there service wasnt satisfied at all so i disconnected service after paying me full **** on the 6/10 22 had them pick up there equipment on 6/13 they are still billing me *** some now still Connected to my tv I cant watch anything it keeps giving me a message that rcn doesnt Subscribe to these channel mind u I no longer have there service or equipment *** they are still billing me

      Business Response

      Date: 06/29/2022

      On 6/12, we received a payment for $46.91 for service 05/19/2022  through  06/18/2022, however, since equipment was returned 6/14 with a technician visit, there is a prorated credit on the account totaling $6.75. 

    • Initial Complaint

      Date:06/21/2022

      Type:Customer Service 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.
      Astound has failed to replace wide open west cable boxies with there equipment, and I have no cable for over a month, they stat I have to wait until technician to come out. Which one did, but does not have cables boxies, he stats have to rescheduleI for new equipment, which I did but have to wait until they get a tech , and will call to schedule appt. Still no call and no cable,

      Business Response

      Date: 06/29/2022

      The customer has a visit scheduled for 07/08/2022 2-4PM to exchange their equipment with new Android powered by TiVo streaming boxes. Credit has been applied for 2 months of service. 

    • Initial Complaint

      Date:06/15/2022

      Type:Service or Repair 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.
      Over the passed year I've dealt with poor and spotty product from this company. I've tried working with them, calling customer service many times. My only request has been for them to come look at the road connections from the street to my home. Under threats of expensive charges if a tech came out and determined it was my personnel hardware causing the problem I purchased new hardware to try and remedy on my end. ************* tech came to my location and followed my advice, I ended up being correct. My internet line has been sharing a line hooked up to an old, rotted out, non functioning line this entire time. Astound is telling me that since they newly purchased Wave that because they sent out a consumer side free month as a blanket apology that that means they have already solved my issue and are done helping me further. I've tried waiting for call backs to help get more help only to not get called back or when I do tell me no one there can assist me further. I'm out 500 dollars in internet routers and modems not to mention being charged full price for over 2 years for a service that could have never been provided to me due to their damaged hardware.

      Business Response

      Date: 06/23/2022

      We did try to contact the customer at ************ but had to leave a voicemail.

      The first call we received about issues was on 7/08/2021. The issue was marked resolved with a technician visit on 7/13/21. The notes on the work order state that speeds returned to normal.

      After that, there was not a call to us about any further issue until 5/2/2022, but when we tried to schedule a tech visit, it was declined. As for a trip fee for a technician, yes, if we find it is the customer's equipment causing the issue and they do not have the service protection, there is a charge.  

      The next call to us was on 6/10/2022, we were able to schedule a tech visit for 6/13/2022.
      After that visit, all issues were resolved.

      This is why we are not able to offer more than 2 months credit. If we are not aware that you are having issues (no calls between 7/13/2021 and 5/2/2022), it does not give us a chance to try to resolve them. 

      To resolve this we are offering 2 months of account credit ****** (May and June 2022) and ****** for the modem purchased. That would be a total credit of ******.

      Customer Answer

      Date: 06/23/2022

      [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,

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

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.