Business Profile

Internet Services

Astound Broadband powered by RCN

Headquarters

This business is NOT BBB Accredited.

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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

732 total complaints in the last 3 years.
295 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:07/12/2025
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.
I have been with Astound since March and have paid my bill on time every time. I came in on a promotion that offer me a $100 gift card for signing up for broadband and a $100 gift card for signing up for phone services which is a total of $200. My 90 days has passed and I called Astound 3-4 times on this same issue and its still unresolved. This week I contacted them around Monday and was told I would get an email no later than today about my $200 **** gift card but that never happened. The only reason I signed up for services with Astound broadband was because of the promotions. If astound cant keep their end of the bargain Im thinking about terminating my services since astound has not kept their end of bargain. I want someone from corporate to contact me so this matter can be resolved.
Business Response
Date: 07/17/2025
I spoke to the customer regarding the gift card he should be receiving. I escalated this to the correct department,
Initial Complaint
Date:07/11/2025
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.
Note: A corresponding and related complaint will be filed against *************** as from my perspective either, or both, are at fault.Issue: Phone Number Portability Problem I began the transfer of my account from ******************** to Xfinity on 7/7. I was fully paid on my account with ******************** through 8/1. At the time I began the transfer, I was given a PIN and "Account Reference Number" by Astound. I put in the request through *******'s automated app system to establish service on 7/8. It failed after multiple attempts; I initiated an online chat to Xfinity. After nearly a day of back and forth on chats both with Xfinity and Astound, both companies blamed the other for the problem. Yet, I was told 3 times by *******'s agents that the problem would be resolved by a set period of time: first, virtually immediately, second, within 4 hours, third, within 8 hours. On 7/9, I went in person to Xfinity's store and was told, again, that work on the backend was being done but that the issue was resolved and that the port would happen within 24 hours. It did not. On 7/10, I attempted to contact the ******* sales representative I had spoken to at the store, with no response. I have called both companies multiple times on 7/11. Both companies indicated that it was an issue caused by the other. Ultimately, I was told by Astound that they could do nothing more, as the line had been disconnected and the number transferred out. ******* could provide me no information as to what the problem was, and that while the issue had been escalated 3 days prior, there was no indication that anything had been done since then. Xfinity also gave me no concrete information on anything that could be done at this point, other than wait for yet another escalation to work itself out within the next ***** hours.
Business Response
Date: 07/17/2025
I tried contacting the customer at the number provided on the ticket but the call went to voicemail. I left a voicemail with my department's contact information.
Initial Complaint
Date:07/11/2025
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 returned astounds equipment on 07/02/25 and told them to cancel my service and there respond was that they need 10 days notification to shut service and that I will be charged the months fee.
Business Response
Date: 07/17/2025
I spoke to the customer regarding the bill and how much she would owe. Customer is set to receive a credit to the last method of payment. I explained out disconnection policies involving internet and cable. Customer had no further questions.
Initial Complaint
Date:07/09/2025
Type:Billing 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 signed up for internet service with Astound RCN in 2022 at a rate of $30/month. Over time, this increased to $80/month, which I noticed and accepted. However, in June and July 2025, I was charged around $170/month without my knowledge or consent.I had auto-pay enabled, and there was no email, text, or separate notification that my bill would more than double. I only noticed this recently when I logged into my account. When I called, the representative said the notice was "on the prior bill" and that they "could have lowered it if I had called earlier."I disputed the charges with my bank ************* because these increases were excessive, not clearly communicated, and auto-pay removed my ability to notice in time. These charges were already contested with my bank (***********) and refunded due to lack of notification and consent. In response, Astound cut off my internet service, and my account now shows a balance of $353.55 due by August 1st again, without a clear breakdown or justification.I am now without internet access, despite having paid faithfully for years and only disputing charges that I did not authorize in good faith. I am requesting: Immediate restoration of service, a reasonable resolution for the overcharged months, and assurance that Astound will not retaliate against customers for exercising their rights to dispute unauthorized or unclear billing increases I am happy to pay the fair, agreed-upon rate going forward, and I do not believe I should be punished for questioning unclear and excessive charges.
Business Response
Date: 07/17/2025
Reached out to the customer to go over the billing and promotional concerns. No answer, left voicemail with department contact.
Initial Complaint
Date:07/07/2025
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.
Dishonest billing. Charging for services not rendered and/or cancelled.
Business Response
Date: 07/14/2025
Spoke to the customer, went over final billing and a breakdown of what was. No other questions or concerns, confirmed account is closed and no further charges applied.
Initial Complaint
Date:07/07/2025
Type:Billing 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 is charging me $88.20 for equipment/services I never had. I was a tenant of a building serviced by Astound from February 2024 through February 2025. When establishing service, the technician asked if I wanted to add TV and explicitly declined. I only ever possessed a router for internet. Near the end of my lease, I worked with **** Astound on February 6 to schedule disconnection of service on March 1 and was provided an equipment return form. As instructed, I returned all equipment provided to me (only a router and associated cord) via ***** on February 28 (tracking ************). On March 2 I received a billing statement for $319.74 for 2 items: Digital Converter Charge and Phone Equipment Charge. I worked with Rusean at Astound on March 3 to understand why I was being charged and they advised it was likely because the returned equipment had not yet been received and I should check back later. On April 4 I received a new billing statement for $88.20. I worked with ******** at Astound to understand the new balance. They advised the charge is for an outstanding cable box. I replied that I never received a cable box nor did I subscribe for TV service. ******** opened a case (********) internally to investigate and I never heard back. I then received a letter dated May 14 from Astound with a final notice for payment for the outstanding balance that threatened sending to collections if not paid immediately. I replied in writing that I would not pay for services/equipment that I did not receive and provided the details included in this complaint as well as my contact information. The letter was marked received on May 30 ***** **********************). I have not heard anything from Astound and I dispute the $88.20 for equipment that I never possessed.
Business Response
Date: 07/15/2025
reached out to the customer, no answer, left voicemail advising of equipment removed, and expectation for fee waiver.
Initial Complaint
Date:07/03/2025
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 Internet, and thus my RCN cable, died on 12:08AM on Thursday July 3rd. RCN's automated number spent 12 hours auto-telling me the problem was a service outage, progressively giving me further and further times for resolution; as of 5:30PM, it stopped telling me it was a "them problem" and started telling me it was a "me problem" again. I rent a pair of Eeros from RCN; the Eero which runs scalding hot much of the time and continually kept dropping solid red lights on me 4-6 times a day for the past few months, finally became a solid red light that would not turn off... RCN won't send me a service technician until Sunday, that's four days after my original complaint; and they also didn't care to mention anything coming my way in the form of monetary compensation, even though I think four days is outrageous in the 21st century. Clearly the entire company doesn't care, as a situation this intense would seem to suggest an automatic and immediate upgrade to a live human any time someone from my number calls RCN; not being thrown into their same ridiculous phone tree. I imagine it's also going to cost me a fortune using my phone as a hotspot for four days.
Business Response
Date: 07/11/2025
Reached out to the customer, no answer, left voicemail advising of follow up to see how appointment went, and review on out of service credit.
Initial Complaint
Date:07/01/2025
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.
Internet went out the night of 6/30. Internet was not working in the morning. I bought a new modem and the issue continues. Support is saying they cannot send anyone to look at my issue until Saturday. I need the internet for work. It is unacceptable that they do not have anyone that can come out for 5 days straight. Then they told me to keep checking back in if there is something earlier. Why wouldn't they just reach out when something opens up. It seems like they delay service for me because I do not pay for their modem/ router.
Business Response
Date: 07/08/2025
Reached out to the customer regarding recent service issues, no answer, left voicemail.
Initial Complaint
Date:07/01/2025
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.
My bill went up $14 this month. This is because I ordered an extra service which requires special equipment (equipment to extend the signal to other parts of the house). They are happy to charge me the extra money but never sent me the equipment. Why should I pay for something I don't have? Were they hoping I would just forget?
Business Response
Date: 07/07/2025
Called the customer, no answer, left a voicemail advising of the rate increase, this is not related to the Eero equipment not yet received. Also went over the shipment of the Eero equipment as well. Left contact for my department.
Customer Answer
Date: 07/10/2025
[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 get the phone message. Thank you.
What should I do to lower cost?

Regards,

******* ***********
Initial Complaint
Date:06/28/2025
Type:Billing 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 have been at our current address approximately 3 years. The first bill we received from Astound was $186. That was prorated as we were not at our new address for the full month. Subsequent months were $220. My most recent bill was $415. There has got to be some kind of regulation about these companies deceptive billing practices that is a 100% increase in 3 years.
Business Response
Date: 07/07/2025
Spoke with the customer, was able to help lower rate with a change to IPTV cable, went over scheduling and prorated credit expectations. Customer did express their concerns with our billing and promotional timelines. Advised I would send up the feedback for these concerns.

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