ComplaintsforAstound Broadband powered by RCN

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled service as of 10/31/21 and got a work order number of that transaction. I returned my equipment and got a receipt. RCN billed me for the next month anyway. When I chatted online with ***** (who was also extremely rude), he told me as of 11/10/21 my **** would be "prorated" based on my cancellation. He asked me if I knew what prorated meant, and I asked him the same question. Since I had paid through 10/31 and cancelled as of that date, the **** should be zero. It is 11/10/21 and the **** has not gone down to zero. I want this **** removed and to be compensated for my wasted time and frustration.

  Business response

  11/23/2021

  $152.80 was due 10/30, $153.80 was paid on 10/16 for service 9/2-11/1 and included a $10 late fee since we did not receive the payment for $71.40 that was due 9/30. A refund of **** was sent back to the customer's method of payment for a prorated refund for service 10/31-11/1, as the service was disconnected 10/30. 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am being pushed to pay for services that were not delivered by RCN. They are charging me $101.74 for internet between the dates of 7/18-9/13 that was never functioning. They are claiming that it was working during this time despite the fact that we had them make multiple service calls to the apartment during this period to diagnose why the internet was non-functional, which both they and I have records of. The issue was their technicians installed our modem in the wrong location in our apartment at the time, multiple times. I was actually told by their customer support team we would not be charged for the period when we didnt have working internet, however this was a lie. After 7/28, I attempted to cancel, as after 10 days of them sending technicians who were unable to get the internet working, I had had enough and called to cancel. I then checked on the status of this on 9/13 to be sure, and it turns out they hadnt disconnected me and were attempting to charge me for those dates. I dont see how any reasonable person can be asked to pay money for services that werent delivered in such a blatant fashion, and such deceptive business practices should be illegal. In short, I am being charged for internet over the course of several weeks despite it never working, being told I wouldnt have to pay for it because it didnt work and despite the fact that I requested a cancellation. I have repeatedly tried to resolve the issue since September, calling and speaking with multiple customer service reps about the issue, but each time, they try to intentionally misinterpret or discredit me. I believe the issue is fairly clear cut - that I should not pay for services that were never installed or delivered to me - and dont understand why this is something RCN cant resolve. Im happy to provide more details and documentation supporting my complaint.

  Business response

  11/10/2021

  There were several notes on ************** account indicating she was experiencing service issues 07/24/2021 after service was installed 07/18/2021. On 07/26/2021, a disconnection request was placed, but when our retention department reached out on 07/27/2021, she stated she is no longer looking to disconnect and we confirmed the service is in working order. We canceled the disconnection request and the subscriber confirmed her services are up and running. 8/27, the customer contacted ********************** stating that she wanted the account name change for her boyfriend to take over the account. The account ownership was not processed, however, the account under her boyfriend's name for the "same unit", although it is listen in our system as 2E, was installed 7/27, therefore, we are reversing the charges under *************** SIXUE QIN's account. 
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Despite numerous attempts to rectify, RCN refuses to correctly invoice and credit/reimburse charges for the *** service. I had qualified in May 2021 but have been billed until Oct 2021 although MY ELIGIBLITY WAS PROVEN AND RCN WAS INFORMED BACK IN MAY 2021.

  Business response

  11/10/2021

  As we were not notified that the customer was eligible and provided an approved application ID number for the *** program until 09/07/2021 11:15 am, the benefit was applied 9/8. This is the second BBB complaint for the same reason and we will not be changing our position based on this complaint. 

  Customer response

  11/10/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  Company keeps providing the same response, not a solution. As previously stated, multiple times, EBB eligibility was determined much earlier in May and RCN customer service was informed.
  
  
  
  
  Regards,
  
  
  ***************************

  Business response

  11/10/2021

  We are not able to backdate the *** credit from the day it was applied. No credit will be applied to the account and no refund is owed. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had RCN set up my internet services upon my arrival at **** W ***** on 10/02/2021. The plan I agreed to quoted network speeds of 400 Mbps down and 20mbps up. For the first two weeks, I never did better than 500 kbps upload speeds. I did way more complaining than I expected to, and I have still gotten nowhere with them. My internet issues are now intermittent but mostly still painfully slow. The manager I had been in touch with claimed that the issue was with ComEd and that I should call them. Said manager is no longer answering or responding to my calls. The help center has been even worse. I work from home as a content creator and I'm pretty useless without solid upload speed. I'm considered an independent contractor, so I get paid after the job is finished. Needless to say, these ongoing issues with the internet have caused me to lose a very real amount of money. I considered changing providers, and RCN told me that I would run into the same issues with **** and ********

  Business response

  10/28/2021

  A maintenance order was completed here Mon, Oct 18, 2021 at 12:45 pm. Wireless speed is not guaranteed and recent speed test results are as follows:

  2021-10-20 22:47:56 **************** 24.136.9.171 Chrome 94.0.4606.81 on Windows Server 2008 R2 / 7 64-bit ConType: 4g il.speedtest.rcn.net Levels 0 20Mbps Upload

  2021-10-18 12:49:42 *************** 24.136.9.171 ************* ************ (like Safari 8+) on Apple iPhone (iOS ****) ConType: N/A il.speedtest.rcn.net Levels 8 505Mbps Download

   

  These speed tests appear to be within the provisioned speed the modem is supposed to receive. Tests can be run at il.speedtest.rcn.net with a direct Ethernet cord connection between the modem and computer. If the issue persists, we recommend scheduling a technician visit to test the speed and signal levels. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, 9:30pm, my internet went out. I called RCN, ************, and talked to the help desk tech. The tech said he could not see my device and said he will send a tech to my home. I asked the help desk tech if he was sure there was no outages in my area and he said no. I made the appointment for the next day Sunday, 8am - 12pm. The next day the tech didnt came by my house until 3:40pm and he told me theres an outage in my area and he couldnt do anything and that another tech will come out on Monday but it may take 24 - 48 hours after that to get internet back on. Let me be perfectly clear, I dont believe anything RCN reps tell me because they just sent a tech to my house knowing they were not going to do anything because they have done this in the past. The help desk should have been transparent about the issue. I canceled my services with RCN. I requested a refund for the month services I not getting.

  Business response

  10/20/2021

  An on time service guarantee credit of $20 was applied to the customer's account 10/17 and a prorated refund of $19.83 will be sent to the customer within 30 days of returning the equipment. There was not an outage reported at the time of scheduling the technician visit and it was not determined to be an outage until the technician arrived and scheduled a maintenance team for follow up. 
  

  Customer response

  10/20/2021

  
  Complaint: 16040545
  
  I am rejecting this response because:
  The tech on **************************************************************** the area and the tech stated there was no need to come into my home check my equipment
  
  Can RCN come by and pickup the equipment? If not, where can I drop it off do I can receive my refund?
  

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

  Business response

  10/20/2021

  RCN charges $79.95 to pick up equipment, or you may print out a prepaid ***** label at www.rcn.com/label or return equipment to a local RCN office. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RCN ******* has picked up old equipment I am currently being billed for. Representatives from RCN whom I've spoken to multiple times have verified the equipment was removed by one of their staff members and is in their possession and tells me over and over again the it will be removed from my statement but a month later this issue is ongoing. Once I reach them on the phone they put me on hold purposely for long periods of time and will not transfer me to a supervisor to resolve the issue. I have spent a substantial amount of time and effort trying to resolve what should be a simple issue. I am in the process of contacting an attorney to resolve this issue on my behalf. I don't want to make a stink about 1200$ but the principal of them having their equipment, verifying it and then not taking the steps to correct issues on their end is unacceptable and I don't think there's any other way to make them take it seriously

  Business response

  10/22/2021

  Equipment was marked returned 10/14/2021 and any outstanding equipment charges have been reversed. No refund is owed, as although the customer was billed for equipment, they were not charged and did not make a payment towards it. 
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had NO phone lines working in my house, except 1 line that directly plugged in the router working since 2019 which I made SEVERAL calls since 2019 for this issue & was left on HOLD almost an hour or MORE EVERY time couldn't continue to hold I called! CONSISTANTLY since 2019! Then recently Saturday on 9/4/2021 RCN guy knocked on my door which was a few weeks ago, who was up on the Phone pole trying to fix some issue asked me if I had any phones working & I said NOT since 2019 except 1 line which even that didn't work properly when I got any calls. He asked if he could come inside to look & I said yes, for he showed me ID & ********************** truck was outside & I saw him on the phone pole. He told me anytime I got calls thy shot back up the RCN line & BLOCKED my phone lines all together, for there was some sort of splitting or something (don't remember words he used). He called from his phone to report the problem & then I had to call RCN & they had a tech come out and he also had NO information.

  I had NO phone lines working in my house, except 1 line that directly plugged in the router working since 2019 which I made SEVERAL calls since 2019 for this issue & was left on HOLD almost an hour or MORE EVERY time  couldn't continue to hold I called! CONSISTANTLY since 2019! Then recently Saturday on 9/4/2021  RCN guy knocked on my door which was a few weeks ago, who was up on the Phone pole trying to fix some issue asked me if I had any phones working & I said NOT since 2019 except 1 line which even that didn't work properly when I got any calls. He asked if he could come inside to look & I said yes, for he showed me ID & ********************** truck was outside & I saw him on the phone pole. He told me anytime I got calls thy shot back up the RCN line & BLOCKED my phone lines all together, for there was some sort of splitting or something (don't remember words he used). He called from his phone to report the problem & then I had to call RCN & they had a tech come out and he also had NO information or notes & had to call RCN on his RCN company phone, to try to find who the guy was that reported issue, & they knew NOTHING! tech called 3 or 4 times till FINALLY someone knew RCN guy that reported issues. Tech replaced router box, split some lines or something outside then FINALLY my lines all worked! I was GUARANTEED by 3 of your RCN customer service reps when I called to make appointment for tech to come here that I would be CREDITED since 2019 not having my phone service work all this time! to call once tech left so that I would be credited fully for each day more till tech was here & resolved the issues. 
  
  
  I had to call RCN several times again and was placed on hold ridiculous amounts of time and then finally a manager came on and told me that she would credit me $50 which is TOTALLY UNACCEPTABLE for me NOT having my phone lines work in the ENTIRE HOUSE since 2019! and again I was GUARANTEED by the customer service reps I would be credited IN FULL since time of not having phone service lines working since it was RCN's error NOT my error this happening! After all that's why the RCN guy who was up on the phone pole was the one who told me what was going on with me having NO phone's working for he said he wrote the issue in front of me & sent on his phone to RCN & RCN again, had NO information & said they couldn't find his paperwork/tech information on the issue! So I am assuming RCN does what they want & takes notes of what they CHOOSE to take notes on which is TOTALLY WRONG TO BEGIN WITH!
  
  
  I have CONTINUED to reach out to RCN & keep getting told I would get a call back from a TOP supervisor to have this matter resolved and here I am still WAITING for a call! This has been horrible and causing me nothing but stress NOT having my land line phone's working because in case of emergency NO one can reach me, which has happened a few times, so I have just been using my cell phone, which I do not wish to do, in having to give my cell number out to everyone but what other choice did I have? 
  
  
  I also mentioned to RCN several times, that if I was not credited in FULL or some type of REASONABLE offer was made to me to be credited then I will have NO choice but to contact the Better Business Bureau  on this matter, but guess RCN does not care??? After all I ALWAYS pay my bills regardless for I ALWAYS do the right things and have NEVER been late or gotten any shut off notices in my Entire life and still NOT a single call from ANY TOP SUPERVISER FROM RCN. Which is Unacceptable to anyone!
  
  
  I will wait till this Saturday which is the 25th of September to be more than reasonable for a call from you, then I will call the Better Business Bureau first thing on Monday, since RCN has left me NO CHOICE. .
  
  
  My patience has totally run out with RCN and the despicable way you have done business with me and I am sure if you have treated a genuine loyal customer this way all this time, you probably have done or continue to do the same to any customers you have or had.
  
  
   (The most recent was 2 calls from ***** from RCN first call I couldn't talk asked her to call me back after 2:30 pm and she did at 2:38 on 9/29/2021 and offered me the same unacceptable $50 credit amount as the previous person did which again is totally UNACCEPTABLE, for I paid them in full every month which totaled well over $568 which I was told that by one of their agents)
  
  

  Business response

  10/21/2021

  We applied 1 month free and a $50 credit on the account. If there had been an issue with phone service working at this location, we would not have had any indication unless the customer called and followed troubleshooting steps with a representative or scheduled a technician visit. There was no request for a service technician between 07/09/2019 and 09/04/2021. 
  

  Customer response

  10/21/2021

  
  Complaint: 16021174
  
  I am rejecting this response because: They were fully aware of my several calls and one of their reps told me they saw I called several times since 2019. As I stated to begin with they just write what they want and don't tell the truth. as stated a $50 credit is totally unacceptable especially since my phone service was not working properly with none of my phone lines working in the entire house. Me having to hold for almost an hour sometimes more, and getting cut off constantly, they must think people have nothing better to do than hold on waiting for them, and when they do pick up, they kept shifting my calls to someone else and I told them it was unacceptable. If they made a reasonable credit like I told RCN and I was GUARANTEED I would be credited by 2 of their customer service reps I wouldn't have to worry about being credited back to 2019 for not having my phone service not working all that time, and then they turn around and offer me a $50 credit? TOTALLY UNACCEPTABLE and their customer service reps told me they wouldn't be so nice as I was for I also paid my bills regardless for though my phone service wasn't working all that time, I have to have a land line for my fax machine which I told them upfront and many times and again only line that was partially working was the line going directly to the router and the only thing I got on that line was a "ring" when phone rang and when I picked that phone up there was NOTHING! All I could see was who called. that's it! As stated, RCN guy knocked on my door and told me why I had no phone service lines working all that time. So tell RCN to go read my full complaint again and stop saying and writing what they want if anything at all to make themselves look correct when they are NOT correct at all and they still try to get out of the wrongs they did. I PAYED in FULL every month so at least I could SEE who called and again, I was told by their customer service rep that showed I called several times since 2019 so what are they trying to pull now???

  Money came out of my pocket and they should have the decency to credit me as I was again GUARANTEED would happen! 

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

  Business response

  10/28/2021

  No indication was made to us that there was an issue with the phone service and we are typically only able to credit back 30 days. As a courtesy to ****************, we applied 1 month free and a $50 credit to the account but we will not be backdating service charges to 2019 for service rendered, as we were not made aware that there was an issue until 09/04/2021. 
  

  Customer response

  10/29/2021

  
  Complaint: 16021174
  
  I am rejecting this response because:

  RCN was fuly aware of what was going on with my service that's why a RCN guy knocked on my door while he was up on the telephone pole and stated that the reason I wasn't getting any phone service since 2019 because any time anyone called my phone number it shot right back to RCN and the line was blocked or split. i payed my bills every month since 2019 to todays date and again I was GUARANTEED by RCN customer service reps that I had nothing to worry about for I would be credited back till 2019. Again, RCN writes and puts what they want down on their notes and yes they were FULLY AWARE of my phone lines not working so I am expecting to be credited for all that time again as I was GUARANTEED would happen, by more than one of their customer service reps! TELL ********************** TO DO THE RIGHT THINGS BY THEIR CUSTOMERS! I payed out over $569 to RCN so they need to keep their word instead of playing games! 
  
  
  
  Regards,
  
  *********************

  Business response

  11/04/2021

    Here is a list of calls made to RCN customer service by the customer since the install date of 7/02/2019:

  7/09/2019  customer called in for voicemail instructions

  7/10/2019 customer called in twice because she did not want to use a pin for voicemail

  7/12/2019 customer called in to add caller id blocking

  2/10/2020 customer called in to discuss the ****

  5/19/2020 customer called in to discus the ****

  1/09/2021 customer called in to ask about the unlimited calling plan

  3/30/2021 customer called in to discuss the ****

  At no time during any of these calls did the customer state that the service wasn't working.

  9/04/2021 Customer called in because the technician found an issue with her line while working on the outside lines. 

  On 9/07/2021 a technician went out to install a new phone modem and found that there was an issue with the customers phone 

  Customer has a phone line connected to a fax machine and is still having issues and when she disconnects it , it works fine. 

  RCN will not be applying any further credits to this account.

  RCN will not be reimbursing the customer

   

   

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RCN suddenly started charging me more for service, with no notification.I'd like the extra $15 for the past 2 months to be refunded and my amount adjusted in the future.

  Business response

  10/07/2021

  As ****************** has already taken advantage of a first year, 12 month promotional offer when transferring service at this location 08/27/2020, he now has the best available rate of $44.99/mo before est taxes and fees for 12 months in the second year of the promotion. 
  

  Customer response

  10/07/2021

  
  Complaint: 15990272
  
  I am rejecting this response because: It's BS.

  I should at the very least receive a communication so I can switch providers before they start fleecing me. Dishonest and shameful business practice.
  

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

  Business response

  10/08/2021

  The 12 month sign up promotion is a no-contract offer and has since expired. 

• Initial Complaint

  10/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a new service for ****************************************************************************** got a ************************************************************** agreed.

  Business response

  10/06/2021

  After reviewing the 12 minute call, at no point did the representative indicate there is a technician visit fee. I removed the fee from the account. 

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The original time I attempted to cancel my cable was in March of 2021. The RCN staff person was tasked with giving me an extension on paying my **** AND cancelling my cable, which they said they would do. They did not. I already hadnt used it for several months and had told them my second television broke and I had no need for the ** box any longer. A worker collected the box when he came to check my connection next time I made a maintenance call. I figured it was taken care of like they had assured me. Then, a few weeks later, I asked to have the High Definition box also cancelled so I would only have wifi, I called to discuss why my **** was still just as high. They said they would disconnect the cable and again, they didnt do that. So this whole year and several months I was being charged for a service I didnt use and shouldnt have, which amounted to a little less than 200 dollars a month I was overspending. Thats thousands of dollars an error made by an employee cost me.

  Business response

  10/06/2021

  We were not contacted to have cable service removed until 09/27/2021. As a courtesy, the representative backdated the removal of cable service to 8/27,even though  the cable service was rendered through 9/27 and the High definition cable box serial number ************ has not been returned yet. No refund will be issued for this, as we provided the cable service here and did not have a request for the cable service to be disconnected until 9/27. 
  

  Customer response

  10/06/2021

  
  Complaint: 15911466
  
  I am rejecting this response because:
  
  I believe they record phone calls if I am remembering correctly. So just because the staff did not put my requests through does not mean they were not made. It is absolutely ridiculous how completely backwards this is. I have been a customer for years and never have made a complaint like this. I wouldnt start now unless I was serious. I have in the past told workers Im paying for a service that I dont use and to please take cable off my ****. A man who was sent out by RCN over a year ago for a maintenance call collected  the standard definition box they keep trying to pin on me. I havent had a tv to even use it for longer than that. I told them to cancel it and asked the guy to take it and he did. What is going on with all the incompetent employees now? You were never like this before. I am a long time and loyal customer and used to really like having this company handle my cable and internet. They knew I had money concerns and when I asked to take cable off my **** and they didnt (but I didnt realize) they put me into even worse positions with my credit and debt. That could have been avoided if people did their job correctly. I tried to talk to a manager and they finally cancelled my cable but only gave me back a month of what I overpaid when this has been going on for over a year and caused A LOT of financial issues? This is insane. I dont want to have to take this further because I certainly cant afford that. I dont need the full time compensated even just one month was an insult and the things staff members dont do and then cover their tracks by removing the notes about it or not writing them at all should not fall back on me. I have enough problems. Like you big companies cant afford to fix at least some of your mistake? You gotta treat a good person and mother like this? What Im asking for is not out of bounds. Any reputable business would want to fix THEIR mistake and honor loyal customers who just want what is fair! Why not RCN? 
  

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

  Business response

  10/08/2021

  We record our interactions and have no interaction requesting a disconnection of service prior to 9/27 and again, as a courtesy, our company backdated the cable disconnection to 8/27 although service was rendered. The High definition cable box serial number ************ has not been returned yet and charges will be applied for unreturned equipment if it is not received before 10/26/2021. 
  

  Customer response

  10/13/2021

  
  Complaint: 15911466
  
  I am rejecting this response because: They are merely repeating themselves because they have absolutely no proof that I didnt actually request this. I know for a fact I did, I have to agree to being on a recorded line every single time I call in so where are these recordings proving I never asked for my cable to be disconnected. I know I suggested this, I know I called in to complain when I figured out I spent hundreds of dollars over quite a few months on something I thought was disconnected that I dont use. I have been a customer for quite a few years, at different addresses and never have I tried to bamboozle this company out of payments they are owed. My late payments were largely in part to the extremely high **** I had because they had not done what I requested and cancelled cable. I like RCN as a company overall. This specific issue was not handled in a matter a reputable company would. No one even attempted to help me with the thousands I overplayed for service I didnt know I still had connected. I just feel like this is unfair and of course if you have money to people to tell you how to avoid liability in a situation such as this, you are going to come out on top. I need internet for my life and my daughters life to work so Im not trying to sever ties with the company, but who knows how they will react to this Report. I dont believe that this was done on purpose, nor do I want to publicly shame this company or its employees, I just want a mistake that messed with my finances and credit to be resolved. My financial situation has suffered immensely through CoVid and being overcharged for things like this. All I want is this to be made right. I dont want to escalate this, I just need more than one month rectified. Despite no record being taken, I did do what I said I did. As for the box, I gave it to one of your service guys when he came out or check my box out ages ago. I asked him if he could take it for me and he said yes. So whatever happened there is not on me. Dont yall make enough money that you dont need to scam Low income families out of theirs? Its kind of ridiculous you are fighting me so much when youre in the wrong in this situation. Im not stupid or delusional, I KNOW that I called and cancelled the ** box then later in the ** box after I realized my **** was still really high. I speak clearly. Did someone get in trouble and someone had to cover their tracks or did this really not get recorded in any way? Because you need to figure out how that happened with your employees and take action against them, not a loyal customer. I loved having **********************, please do the right thing and reimburse me. 
  
  
  
  Regards,
  
  ***************************

  Business response

  10/19/2021

  Upon review of the archived interaction ID 20210302-152000-492aa35d-PREC1906.wma 03/02/2021 10:48 am with a representative, ******** who helped extend a promised payment to 3/17, was never asked to remove cable service and we did not receive this request until September 27, however, as a courtesy, we backdated cable charges to 8/27 although service had been rendered. 

  Customer response

  10/20/2021

  
  Complaint: 15911466
  
  I am rejecting this response because:The recorded phone call was not the one I asked to switch cable to off and unless they review ALL of them and find that I was mistaken I dont accept their word as accurate. They know I called more than once. And whose to say they didnt delete records to cover their tracks to avoid their responsibility to clean up their mess? It sounds paranoid but it is feasible if they really dont want to provide me with reimbursement for my unused cable, that should have been off. All I want is some money to reimburse my very expensive bills for services I didnt even think I had anymore after years of being a customer. I dont understand why they would fight me so hard on something like this when they should have just offered to make it right on their own. At this point they are wasting my time, yours, and theirs. If they think Im going to let this go, Im not in the financial position to do that. That is a ridiculous amount of money for someone with low income to have to pay at all let alone for services I havent used because I thought it was taken care of.  
  
  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. ↩