ComplaintsforAstound Broadband powered by RCN
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Complaint Details
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Initial Complaint
03/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
****************** to our area, incompetent field service technicians and service technician supervisors. Denial of widespread service outage, unrealistic resolution times provided, refusal to provide options to discuss outage and resolution time during outage with a human. Service has been terrible lately and finally failed completely about 24 hours ago. We are two doctors now struggling to maintain contact with our patients and elderly parents. We also have medically challenged neighbors who are being affected by this inadequate service who are unable to navigate the frustrations of dealing with this company during its frequent service interruptions.Business response
03/21/2024
tried to reach out to the customer but they are not accepting calls at this time. sent an emailInitial Complaint
03/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Astound by RCN increased my wifi bills from $25/month up to $147.91/month over 2 years without me realizing as I had the bills on autopay. After this, I called to cancel my services in October 2023 as I was very upset that the bill could go this high without approval. I ended up talking to a service rep who was very apologetic and was able to reduce my October bill to $17.04 and set me up with an offer for $30/month wifi that would absolutely not increase for the next 2 years under contract. My bill in November was $30, my bill in December was $30, and then all of a sudden on ******* 31st they shut off my wifi even though I had paid. They claimed this was an error on their end and they turned the wifi back on immediately. After checking my latest bills it looks like they are now charging me $173.04 for ******* and $173.04 for February. I called back, yet again, to follow up on the increased charge after I was told I would be locked in for 2 years with the $30 a month. They again told me this had to do with the error when they canceled my service and that they could not put the same promotion on my account. They now said my bills will be around $50 a month. It should not be legal to break a contract by making an error and charging someone more ongoing. I won't even mention how it is also wrong to increase someone's bills by 500% without getting additional approvals from the customer you are charging.Business response
03/21/2024
I left a voicemail with my direct number to help resolve the issueInitial Complaint
03/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im on the end of an old rural line and my speed drops nights and weekends. Technicians have told me this. They cant put it down for repair, or theyll get in trouble. For 12 years! Im furious and paying $100/mo for hsi. Not as advertised!Business response
03/19/2024
I left a voicemail with my direct number to help resolve the issuesInitial Complaint
03/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Problems with astround begin in may of 2023 and has continued be unsolved to today march 7, 2024. I've had to call several times as well as unplugged several times within a year. Now the company wants to tack on a service charge of $79 if I don't have a service agreement if a serviceman has to comeout to correct their problems. I'm a senior living on a fixed income and can't afford a service agreement, the problem is with the company and their equipment not with me. This new service agreement was newly added to get more money out of the consumers. The service calls was free until the company decided to put a satellite in space that was supposed to improve television serve, which it hasn't done, in fact just the opposite has happened a continuing outage with no refunds. As of today I haven't had television service since 12 noon (3/24). There needs to be some kind of correction with the problem which I repeat is with their equipment not mine. When I turn my television on I don't expect to view a circle going around and a message stating the television is off line. I employ you to resolve this ongoing problem a year of this is long enough.Business response
03/25/2024
I left a voicemail with my direct number to help resolve the issueInitial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I received my March bill from RCN/Astound broadband I noticed a $15.00 one time charge, so I called to find out what it was for, as I did not change any services. I was told that it was for a new remote that they sent out to me. I questioned her because earlier in February I contacted RCN/Astound because I was having some technical difficulties with my television and RCN/Astound. I was on the phone with them for over 45 minutes to try to fix the television issue. The customer service rep said that it might be the remote control and that she could send a new one out to me and it would arrive in 7-10 days. She NEVER said that there would be a $15.00 charge for the remote, I would never agree to that. Needless to say the issue with my television has not been rectified and I have a remote I do not need and had to pay $15.00.When I contacted RCN/Astound to see what could be done since they never fixed the issue and charged in an additional $15.00 for an remote I do not need or want, they said to get in contact with the RCN office, and talk to them. The RCN office is located in ******* ( an area I would not travel to) and there is no telephone to contact them. So I contacting you to see what options I have, this may sound like a small issue, but the issue is that RCN/Astound needs to do what is right in a situation that was indeed their fault.Thank You.Business response
03/12/2024
I reached out to the customer and left a voicemail with my direct number to explain the resolutionInitial Complaint
03/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Technician laid cable across the yard 4 months ago and still have not buried the line. I have called multiple times there is an open case but have not received resolutionBusiness response
03/25/2024
I left a voicemail with my direct number to help resolve the complaintCustomer response
05/02/2024
Complaint: 21381843
I am rejecting this response because:I have attempted to return from RCN, they do not answer and have not returned call after my voicemail, line is still not burred and is starting to get damaged.
Regards,
***********************Business response
05/17/2024
This has been escalating over to construction to get resolved asapCustomer response
05/21/2024
[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
03/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive been online through their messenger back and forth- sending pictures of how often their services go out, requesting credit because the services are horrible and I keep getting the runaround . Ive not heard from anyone in regards to the complaints Ive filed on here as well! Im so stressed out and upset over the lack of communication from their corporate offices and their customer service is terrible! They are overcharging me ahd their s et v es are awful and Im stuck right now with this situation abd no help resolving it!Business response
03/13/2024
I have sent techs out to resolve the issue. I talk to the customer on a daily basis with updatesInitial Complaint
03/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Have a two year contract for TV, phone on and internet with RCN. After one year they have increased my bill by $47.39/mo. I contacted them on February 16th to remedy this and spoke to a Lisa in management. After speaking with her for over an hour she told me she would have someone call me back to resolve the issue since I had been on the phone with them for an hour and 45 minutes. No one ever called me back and my credit card was billed at the higher price despite the acknowledgment that I had a 2 year price guarantee. So I called today March 1st to try to find out why my bill has not been corrected. The person i spoke to in customer service said they did not know who Lisa was or what branch she worked out of and could not connect me to her. They offer to transfer me to a manager at their location and I was disconnected. please note that the full 12 month increase equals $568.68Business response
03/19/2024
I left a voicemail with my direct number to help resolve the issueBusiness response
03/28/2024
An email was sent to the customer with 1 year pricingCustomer response
04/02/2024
Complaint: ********
I am rejecting this response because:
I still have not received an email detailing the agreement.
Regards,
***** ********Initial Complaint
03/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was charged for my modem despite returning it before disconnecting my services.Business response
03/05/2024
The issue has been resolvedCustomer response
03/05/2024
[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
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Sunday, February 25, 2024 I contacted Astound Broadband informing them that BOTH of my accounts had stopped functioning simultaneously. Because I have two accounts Astound requires me to go through additional steps every time there is an issue (despite two bills each month) they treat it as one problem. They told me the problem was with my equipment because 1), There were NO problems in my area and 2). there were no outages in my area. I explained that the equipment on my end was working and I could see the wireless routers but was getting no signal from ASTOUND on either system. They said they needed a tech to come out and check. Today the tech came out and said he could do nothing because there was now an outage in the area. When asked when service might be restored they told me they had no idea because the outage had just been reported today (48 hours after I reported it). They also told me they had no idea when it would be fixed. That I could "continue to look at your modem until the light comes back on."Business response
03/05/2024
the issue has been resolved
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Customer Complaints Summary
608 total complaints in the last 3 years.
221 complaints closed in the last 12 months.