ComplaintsforAstound Broadband powered by RCN
Internet Services
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I was promised that my monthly rate would be lowered last month and my new bill remains the same. Please help, thank you so much.Business response
07/17/2024
The customer is currently at the lowest rateCustomer response
07/22/2024
[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
06/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to formally lodge a complaint against ASTOUNT RNC regarding the poor quality of service I have experienced with my internet connection under account number *****************************************: I subscribed to the NATIONAL 3.0 A LA CARTE DATA 1GB plan for $55.00 per month in January 2024. Since installation, I have consistently encountered signal failures requiring daily modem resets. Despite multiple calls to their customer service in March, April, May, and June, none of my complaints were documented in their system. Each time, assurances were given that technicians would be sent to address the signal and modem issues, yet no technician visits materialized.As someone who relies heavily on stable internet for work, I have been severely impacted by these service interruptions and lack of resolution. It is unacceptable to experience regular disruptions, compounded by the frustration of having my issues go undocumented by their customer service team.Furthermore, I have faithfully paid all my bills despite receiving internet speeds far below what I am paying for (not even reaching 20 Mbps out of the promised 1 Gbps).Cancellation Attempt: On June 24 at 2:00 PM, I called to cancel my service due to ongoing issues. I was informed that billing would continue until July 21 at 10:00 PM, which is unjustifiable given the substandard service provided. This policy penalizes customers for terminating service due to their company's failure to deliver on its promises.Resolution Requested: I urge Astound RCN to take responsibility for the poor service and product I have received, as well as the lack of responsiveness and customer care. Specifically, I *********** refund for the month of service you are currently charging me for, despite my decision to cancel due to persistent issues I believe it is only fair that this company be responsible for the inconveniences and expenses incurred as a result of their inadequate service and billing practicesBusiness response
07/02/2024
We have resolved the complaint with the customer. Once equipment is returned there will be a zero balance on the accountInitial Complaint
06/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I'm being charged for equipment (2cable boxes) that was never in my possession. I did have cable services using an IPTV box that was returned and acknowledged by RCN when I cancelled my service. I have the tracking # and notes on my account that they have this equipment back. They are stating that I had 2 other boxes. I never had those boxes and they were never activated on my account. I have opened 3 cases to look into, but after 60days of getting the run-around, they still haven't provided any updates or resolution. They are still demanding payment for the equipment. This is about to get referred to collections. I need help resolving this issue and avoid this going to collections or small claims court.Business response
06/27/2024
This issue has been resolved with the customerCustomer response
06/28/2024
[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
06/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Lost connection from astound internet on 6/8, called tech support who advised the connection on my house had been disconnected since 11:32am on 6/8/24 and that it was likely equipment related and was told id be responsible for an $80 technician service charge to come to my house and see what the issue is. Decided that I was unhappy with the service I was being provided and I called to end my service. Requested my service be ended immediately but was told Id be charged for the entire month of June, I requested for the service be terminated today and my charges end today. Was told that they could not do so. Asked for a supervisor and after waiting on hold for 30 minutes I was transferred to supervisor ****** from the **************************. ****** was incredibly rude and unprofessional from the start of the conversation, never listened and was more concerned about what he was about to say then what the customer concern was, ****** did the opposite of what a good customer service supervisor should do and instead of calming me down and coming to middle ground he told me that I could have had added the service protection to my monthly bill for $5 if I had wanted to and asked if I still wanted a technician to come out, that I was the only customer from an ********************** buyout that wasnt informed of what astound offers and how my service was changed as I previously had covered equipment from Broadstripe that was no longer covered by Astound. ****** is not an asset to this company whatsoever and has no concern for customer retention. I asked ****** for his manager and he refused to get me in touch with a manager, refused to give me his managers name or contact info. ****** advised he would email an escalation and refused to CC me in the email. Id like to be contacted by Astound corporate office. As a transfer customer from *********** I am highly upset and dissatisfied with the treatment that I received from a company that I never actually chose to have. Please call me.Business response
06/18/2024
Hello, I have tried calling and sent an email with my direct number.Initial Complaint
06/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
23 years I have been a customer of *********************************************. There are no regulations in the cable industry . I am 83 and only want their cable.. As always they increase the rate yearly and I always call and they help reduce my ***********************. I have finally been told after calling 6 times, that our equipment is old, they need to upgrade, and I must take their internet service to receive there discount. There are many many complaints about the their internet. I am wheel chair bound and have no ability physically to deal with new equipment. I am now paying ****** a month for only cable. That is all I want. They have no customer service for the disabled or senior citizens. They hang up when I call and have no courtesy to answer my questions. I tried to get an explanation of my charges today by phone twice. The first time the rep was in patience. The second time, she hung up and never called me back.Can you please help me?Business response
06/25/2024
We have explained that she is currently at the lowest price for the cable services and equipment she has. We did offer to repackage her with our new streaming cable service to try to lower her bill but the customer declinedInitial Complaint
06/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Astound double billed me one month by mistake and then gave me a ton of issues to refund my additional funds. They then promised to send me a prepaid debit card with the extra payment that I never received. Finally after many arguments on the phone, I disconnected my account on March 24 and they stated that they would end charges as of that billing cycle but now I received a bill for **** and July totaling $143.25 for a service that I do not even have. This is very outrageous. They are double and triple billing their customers and getting away with it. My account number is ***************.Business response
06/14/2024
Spoke to the customer on 6/14. He did not have time to go over the complaint. I will follow up with the customer on 06/18Customer response
07/03/2024
Complaint: 21807229
I am rejecting this response because:I did not hear back from Astound since our initial phone call.
Regards,
***********************Initial Complaint
06/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for Astound Broadband internet services after moving to ************* May 1 of 2023. On April 30th, 2024, I called Astound Broadband and requested my internet service be cancelled. They cancelled my account, but due to the terms of their conditions, I was billed for a 13th month of services and have no way of getting back the last $45 that they deceptively charged me. Their terms and conditions state that "You are responsible for the full monthly charge (WITHOUT pro-ration) for the Service, even if you terminate the Service prior to the end of the monthly service period. If you terminate the Service prior to the end of the monthly service period, such termination shall be effective at the end of then-current monthly service period. You will continue to have access to the Service at the account location through the end of the then-current monthly service period."For starters, the company never tells you explicitly when the billing cycles start or end. The company also does not tell you that 'their' billing cycle does not conform with the regular month. Their billing cycle for any given month starts days before that month, which is quite deceptive and surely leads to MANY consumers paying for an entire extra month of service, for which they literally may not even be able to use. For example, I was charged for an entire month of Internet service at a location where I physically could not access any longer, legally. Since I called on April 30th instead of April 28th, I was charged another $45 for an entire month of service that I could not use; it feels like theft. I was busy packing up my belongings to move into a new home. The last thing on my mind was making sure I was adhering to my ISP's ridiculous terms and conditions to avoid getting billed for a 13th month of service at a location where I had a lease for 12 months and moving out. That they specifically include (without pro-ration) makes it look like this was designed to be deceptive to overcharge.Business response
06/14/2024
Thank you for your feedback. The service is billed in monthly increments, as previously communicated to customers via email and letters in February an March of 2024.Initial Complaint
06/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My internet services was interrupted although the customer service representative gave me mis-information regarding the total amount due to keep my service active. When I addressed the issue with the company, the representative admitted fault yet would not restore my services causing my daughters final to timeout and unable to complete.Business response
06/14/2024
The number on the complaint is temporally disconnected. I did send an email to help resolve the complaintInitial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
4/2024 I disconnected my service with Astound, was previously with RCN. I was given a shipping for to return the equipment- 1 piece that I had. Turns out they had been billing me rental for 3 pieces of equipment and are now trying to charge me for the two items I NEVER HAD. I have called and tried to resolve this over 6 hours of phone calls. Each time, being told someone will call me back. All they do is confirm they only received one piece of equipment and tell me to track down the person who did the install YEARS ago bc they logged it as have 3 pieces of equipment. I have attempted to resolve this, they are claiming the Echo equipment I was using was theirs. I have the receipts and proof I purchased these myself on Amazon, date, serial numbers- which they confirmed were pinged off MY echos I purchased from Amazon. They are threatening to send this to collection.Business response
06/11/2024
I left voicemails with my direct number to help resolve the complaintInitial Complaint
06/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
No service. ****** failed to showcup and now havecto wait again for repair service. 5hey say one thing about outage in area and then say signal is in home...not true. We have no internet....Business response
06/11/2024
I spoke with the customer and we were able to resolve the issue
*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. ↩
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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
608 total complaints in the last 3 years.
221 complaints closed in the last 12 months.