ComplaintsforAstound Broadband powered by RCN
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Complaint Details
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Initial Complaint
05/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was given a promotion in which I would receive a $100 gift card after 90 days of my account being in good standing. My account was active from November 2023 through May 2024, and I never received the gift card. I called support three times over the course of this time, and the business acknowledged that the account had been in good standing with autopay enabled for significantly longer than required, and that the promotion was applied to my account correctly. They said there should be an email from Mpell, their contractor, but the email never showed up. They said there may be a 2 week delay after the 90 day period, but that has passed. They are unable to provide any other status updates.Business response
06/07/2024
We have tried calling the customer and left voicemails regarding the gift cardInitial Complaint
05/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been having Internet issues for the last 2.5 weeks. The connection keeps dropping and when is comes up the speed is super slow (under 25 Mb / sec). If I reset my modem it gets better for a bit but then will randomly do the same thing. I have called RCN support multiple times. They have sent out techs. The first tech told me everything onsite was fine, but it was the issue with the lines and taps in the pole. Then they sent out construction techs who supposedly fixed the issue. Issue still remained. They sent out another tech who again said everything was fine. They sent out construction techs who said they found more issues but they fixed them and all was fine. Issue still remained. I called and asked for my issue to be elevated to a lead tech or a tech supervisor and was told it had been and they would call me today. They never did and when I called they said I never made the request. Issues still remain. I have asked them to get these issue fixed repeatedly and now I am being lied to. When asked when a lead tech can come out i.am told that they cannot give a timeframe. Meanwhile I am told I should keep paying for my 1G service or they will shut it off, but I have not been getting that service for over two weeks. At this point, they have assured me someone would contact me today, but as of this writing this has not happened.Business response
06/03/2024
I spoke to the customer and they had already disconnected service. I did issue a credit for the services not working before they disconnectedCustomer response
06/03/2024
[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
05/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I canceled service on 3-25-24. I have confirmation email and an email from customer service trying to retain me as a customer. On 3-27-24 I was charged $77.19 and 4-25-24 I was charged $77.19 to the credit card I had on file with astound. I have called several times to get a refund. The most recent call on 5-17-24 a conclusion was reached that they would refund us approximately $130 within 3 business days. Im not sure why we wouldn't be refunded the full $154.38. I still haven't received the refund and after 3-4 conversations with the company I'm not convinced I'll get a resolution to this issue.Business response
06/03/2024
I left voicemails with my direct number to help resolve the issueInitial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
RCN (Astound Broadband) installed their cable route to a cable box on my property and damage was done to the front yard and to the driveway. The Cable install machine went under my driveway and a "heave" and a crack" resulted in the driveway. I have had several calls with Astound and they refuse to call me back with the next steps--CASE # *******. The damage on the driveway is getting worse as they said to me in the fall of 2023--after an initial case that was never followed through with, so the new case was entered--that they would fix in the spring of 2024. No action from them and I am left with an install damage with currently no result.Business response
05/24/2024
I spoke with the customer we are in the process of a resolution with the customer. I gave him my direct number if at any time he is unhappy with the process. I will continue to follow up with the customer until the issue is resolvedInitial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The business continually fails to provide internet service that I pay for. Today May 17 the internet has been down for 24 hours. They usually just turn it off during the day but this time its gone too far. This has occurred numerous times. No serious attempt at remedying the problem has been made by Astound. I am requesting a billing adjustment and that they modify or discontinue their advertising to make sure they do not mislead others into thinking they will get reliable and consistent internet service.Business response
06/07/2024
I sent an email and left voicemails in hopes of speaking with the customerInitial Complaint
05/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company has been billing me from inception to date for $5 for rental fees for their equipment when in fact, U have my own equipment. the said they can only credit for only 6 months but the need to credit me for the entire 2 years I have had their service.Business response
05/24/2024
A credit of 120 was issued to the accountCustomer response
05/24/2024
Complaint: ********
I am rejecting this response because:This company new very well that I purchased my own equipment. I call them in 2022 to notify them I was purchasing my own equipment because their equipment was not working properly causing me extensive loss of time and business. They helped install the new equipment. In 2023, they placed the equipment charge back on my bill as a way to steal money from me. They owe a years worth of equipment fees back to me because of unfair billing practices. I will take this up with Illinois Commerce Commission and file a class action lawsuit if they do not refund my money.
Regards,
****** *****Business response
06/07/2024
A credit was issued on 5/24 for 120 (24 x $5) on top credits she received when she called in regarding this issue. The customer had a bill due for 233.23 due on 6/0724. The customer made a payment on 5/19 of 98.09. The customer currently has a credit remaining of 10.57. That equals $145.71 in credits applied to her account this monthInitial Complaint
05/16/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was needing Internet and talked with an astound rep. ** told me I'd get a month free and the first bill would be ***** for administrative things. I said ok and he signed me up for the lowest price avaliable ***** a month. And he said this and taxes would be the bill going forward. So I signed up. When I got my first bill it was *****. I called to tell them about the free month and the *****. They said it was for equipment. I was not told this on the phone. They did not listen to me. When I got my bill for the next month it was over $100 dollars. So I called about that. The info on the bill was not at all what I signed up for. I tried multiple times to call them to let them know there were errors on my bill. And they did not fix it. So a month later the errors were still there. I called to cancel service and it was canceled. And I got another bill in the mail for over twice what I had signed up for. Oh and the equipment, the modem and these two eero connectors. I was not told about these and they charged me around 42 dollars for this equipment each month. So basically I did not get what I signed up for and because it was on the phone there was no paperwork. The tech who installed these devices did not give me paperwork to sign. I had a bad feeling about all this after he left with no signed paperwork. I think they are trying to charge me over 734 for the three months I had internet. I never gave them my debit card info because of all the errors in the billsBusiness response
05/24/2024
I left a message for the customer with my direct number to help resolve the issueInitial Complaint
05/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We went on Astound's website to sign up for service and according to their website when we typed in our address it said please enter a little more information and a representative would reach out to finish the order. Which means that Astound services our address. When we called Astound after no one reached out they said that they do not service our area. But because their website says that they do this is legally binding and now Astound has to sign us up for service rather they are in the area or not.Business response
05/24/2024
I spoke to the customer and explained the website did not say that his address serviceable. He is not happy and says that it is implied since the website ask for more information.Customer response
05/24/2024
Complaint: ********
I am rejecting this response because: when I put in my address on there website it did imply that service is at our address because there website says we just need a little more information, your almost ready to go, but we need a few more details. Don’t worry, a real human is ready to get you connected as quickly as possible. Please give us a little more info to finish your order.
Regards,
*********** ******Business response
05/24/2024
I have spoken to our legal department and the website does not state the address is serviceable. The address is not serviceable. There is nothing further we can do to resolve the complaintInitial Complaint
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I got the connection from astound on 28th December, 2023.They promised that i would be eligible for 200$ gift card if I continue for 90 days. It has been more than 120 days now and I still have active connection , I paid all the bill before due date, and they are saying now that you are not eligible for the gift card without providing any reason at all.I confirmed multiple time while taking the connection,that I would be eligible for gift card.Business response
05/24/2024
The issue was escalated and the customer should receive an email from Mpell in the next 2 weeks with the gift card instructionsInitial Complaint
05/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Unauthorized payment. A second employment made changes to my account.Business response
05/21/2024
I did reach out to the customer and left my direct number to help resolve the complaint
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Customer Complaints Summary
608 total complaints in the last 3 years.
221 complaints closed in the last 12 months.