ComplaintsforAstound Broadband powered by RCN

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I communicated with RCN on 4/17/2024 via their online chat system to cancel my service, as I was moving to an area that they did not cover. In this conversation, the customer service representative (***) stated that I needed to turn in my equipment by 5/9/2024 (the termination date) which included a TiVo. They specified that the modem was built into the wall and could not be returned (and was not expected to be). On 5/3/2024, I called RCN again to confirm what I needed to return, to which they reiterated that it was the TiVo. I went to their facility on *******, turned in the equipment, received a receipt, and confirmed with the *** that I was good to go. On 5/9/2024, I was billed for what I believed to be my final bill. However, the next day, I received a charge for just under $100 for unreturned phone equipment. I called RCN, incredibly angry to clarify what the charge was for to which they said it was for the modem. I had them check to see whether the modem could be returned to which they admitted that it couldnt. They saw the return on 5/3/2024 and told me they would clear this up within the next 24 hours. They did not.

  Business response

  05/21/2024

  The issue was resolved with the customer> the equipment was removed from the account on 5/14/24

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am closing on the sale of my home 5/10/24. I called to cancel my service as of that date but was told I have to pay for the full billing cycle ending on 5/30/24. I am being forced to pay for a service that I wont and cant use because I wont be living in the home with the service after 5/10/24.

  Business response

  05/09/2024

  I left a message on the customers voicemail with my direct number to help explain the policy 

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account number is *************** on the ******************** company. Its a really terrible and frustrated experience. I feel that Ive been a victim of unlawful billing practices by Astound company. As a customer I feel really frustrated and shock. When I started to leave and cancel the service this company charged unreasonable unrecognized fees that they didnt inform me those extra fee that I never received previously, they charge $24 service fee, equipment rental fee, and 400mbps fee that Im using the 300mbps all the time but for this month bill they charged the 400mbps that negative bill which no one told me in advance about this fee they just charged without telling the customer. Also i turn on the autopay which I always pay my bill on time this time theres $27 past due balance which I dont know where is it come from the past ****** the bill showing I need to pay $98 for this month!!! Thats insane usually the monthly payment is $55 after the promotion ended. Negatives opinion billing burden customer with the responsibility of contacting to dispute the charges and obtain refund!! But Astound company are not doing anything Ive contacted they but they refused the refund and theres no way I could go dispute! They dont make any changes. Even though its not a lot money but I really shock how this company randomly changes customers fee especially when theyre going to leave and I dont wanna pay the money that is not belong to the bill and Ill just pay what it supposed to be which is $55/mo but theyre not willing to refund the extra fee. I really need help!! Ive contacted many times but they said its a valid charge but its not I know theyll be able to do something make changes but theyre not supporting and doing anything

  Business response

  05/01/2024

  I tried calling on 4/23 and 5/01. I also sent an email to the customer in hopes of resolving the complaint 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The monthly contracted amount is $63 dollars I forgot to pay a month and the final cost was $300 dollars, they are absurd values and it's not just that in all the time service was discounted high values on my invoice! And the internet is very bad and slow also horrible!

  Business response

  05/28/2024

  The final was for ******. $63.27 for the monthly charge plus 40 restoral fee and 2 payment processing fee. As a curtesy the agent waived the restoral fee and payment fee. Her finally payment made was on 5/07/24 for *****

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just spoke with a customer service representative to end my service with Astound after being a customer for 5 years. My service is scheduled to end on 4/16 and I was told that I would be charged for a full billing cycle (ending 5/8) and would not be refunded for the pro rata amount of my bill after my service has ended and equipment returned. This is absolutely a predatory practice in which the Company has taken and kept money for services that are not being delivered after my agreement has been terminated. This business is absolutely inflating its revenue with cash collected with no services rendered. It is taking advantage of customers and this policy needs to be changed.

  Business response

  04/23/2024

  I called the customer and left a voicemail with my direct number to help resolve the complaint 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased Internet services from Astound Broadband two weeks ago and my services stopped working. I scheduled a tech to come out to my residence on 4/5 in between the times of 9-1 PM. I have not had Internet for two days and have had to use my mobile internet. I have had a hard time dealing with customer service. I was hung up in twice and received very little help. I should not have to pay for this service.

  Business response

  04/05/2024

  Credits have already been applied to this account. The customer started ******************** on **/22, he has 2 months free service and also a 30 credit.  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with ASTOUND BROADBAND POWERED BY, I do not have a contract with ****************************************, they did not provide me with the original contract as I requested.

  Business response

  04/09/2024

  I called the customer and left a voicemail with my direct number. I also sent an email 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Greetings I am a District senior citizen resident whom is being financially exploited the listed internet company I am on a fixed income and have been a participant ACP program threw an Error I was removed from ACP program. I tried to voice complaint with the listed internet provider however they refuse to acknowledge their error and demand I pay them 64.oo dollars On 3/26/24 I requested the internet service to be disconnected and requested a equipment shipping label be emailed to me because I'm a house bound, wheelchair bound physically impaired senior citizen. The internet provider formally known as RCN corporation out right refused my request for immediate disconnection and shipping label request thereafter demanded I pay them a additional $79.00 dollars without no legitimate reason RCN corporation is attempting to financially extort a senior citizen this issue needs to be brought to light Best *************************

  Business response

  04/02/2024

  The issue has been resolved. the customers ACP was transferred back on the account .

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I changed WiFi carriers in October, they girl took my **** card information over the phone to start the services. I then get a bill a month later for the amount that I had already paid over the phone. They looked into it and listened to all the recordings and said it was their fault and they credit it. The next month I got charged for both months, they said they looked into it and figured out what happened and corrected the situation and reassured me the next payment was only going to be the 70$ it was originally suppose to be. Three months in and they havent fixed it or corrected it. I have wasted over 6 hours on the phone with them. A manager named ***** said she would call me back and never did in January. Got the new bill and nothing was fixed or figured out. I called in February and they said ***** would call me back within the same day. She never did. *** called multiple times to try to get ahold of her and they says shes unavailable. I ate the cost and paid it since they turned off the WiFi. They are now saying my first payment through the phone to start the services was never used for the WiFi. Their employee took my information and used it personally. They are not caring nor taking action on this employee. They keep giving me the run around and saying thing and never following through.

  Business response

  04/02/2024

  In order to qualify for the gift card *** a customer in good standing (pay bill on time) for at least 90 days. The customer installed on 11/28/23 and the first payment we received was on 03/01/24

• Initial Complaint

  03/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had new home phone and internet service installed with Astound in early Sept 2023. My account# is ***************. My new service came with a new customer promotion of a 150 gift card which I was supposed to get 90 days after install. I have yet to receive this gift card. I have called them many times since early Dec and still no gift card. After several calls where I was told issue in their system that promo wasnt processed correctly, they finally stated on 2/5 that they escalated it and were mailing out the card and I should receive with in 2-4 wks at that point. I waited the 4wks and never got gc. I then called them again on 3/4 and supervisor said he escalated ticket again and that I would get callback within 48 hrs. No call back, I called them on 3/6 told by another supervisor that on 3/4 he had opened new ticket which was then closed as duplicate. Once again they had to reopen ticket on 3/6. No callback again, I waited another week and called them again on 3/14, at that point I was told by new supervisor that per notes on ticket my gift card had been mailed out on 3/7 and per ***** in gift card ***** I should have gotten my gift card within few days. Today is 3/22 and still no gift card. I called again today and told by supervisor today that all she could do is send another email to gift card **** to escalate. All I want is my 150 gift card. Everytime I call, I get different reps and supervisors in different offices and I keep getting the run around and no one takes responsibility for this. At this point I have wasted well over 10 hours on the phone with Astound and have spoken to at least 10 different reps and 7 different supervisors and still no resolution. I dont know what else to do and Im hoping you can help me finally get my gift card.

  Business response

  04/02/2024

  On 3/27 we canceled the missing gift card and issued a new gift card that should arrive within 10 business days 

  Customer response

  04/02/2024

  
  Complaint: 21474271
  
  I am rejecting this response because: I was already told once before that they had cancelled the missing gift card and resent new card out to me on 3/7 and to this day I still havent received it. Is there a tracking # for this new gift card? I dont want to close out this complaint until I have the new gift card in hand.

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

  Customer response

  04/22/2024

  
  
  Better Business Bureau:
  
  

  I just wanted to let you know I finally received the $150 gift card from Astound .
  
  Regards,
  
  *************************

*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. ↩