ComplaintsforAstound Broadband powered by RCN

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had signed up for a 2 year rate of 25.00 per month with Autopay in July of 2023. My bill jumped to 43.18 in July of this year (2024). Called customer service on 10/23 to see what had happened, was treated very poorly by first customer service rep who said the rate increased that I was now paying "network access fees" but refused to point me to any documentation referring to that happening after just one year, asked to speak to another representative and hung up on me. Called back and was told by the new representative that my rate increased $10 and I was "sent a notice explaining". Very deceptive practices, it's not a locked in rate of 2 years if it increases at 1 year for any reason.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I had vacated my apartment on August 31st, 2024. and I had given RCN / Astound customer service a call around August 27th to notify my intention for cancellation of their internet service. The customer service rep had told me they would bill me till the end of the billing of that billing cycle, which was September 18th / 19th of 2024; he also instructed me to return the router to the nearest *** Center. I had agreed and he said it was all taken care of, during our phone call I had a difficult time understanding the customer service agent and he had frustration in communicating with me. I paid the amount in full of $73 via the credit card they have on file as well as return the router with verified receiving receipt from ***. After I had moved away, I had assumed all my bills were in order, such as: ******** **** and *********, which were all closed and settled. It came as a surprise that RCN had incurred another billing cycle with a router rental included. Since I have been stationed overseas at the moment, the only way for me to reach RCN is their online customer service which at first claimed I didn’t disconnect my service nor return my router. After providing proof of *** shipment did they claim to waive that fee but still insist that I should pay for a service that I am not physically present to use and am technically unable to use. Their online service agent claimed to have check the recording of my interaction with their phone customer service but did not provide additional clarification other than “phone call was disconnected before completion”. Upon reaching an exceptionally rude online supervisor who reminded me that they were not sorry that this was happening to me, she refused to provide any additional assistance and disconnected me. I have tried numerous attempts to get the attention of RCN and their service staff but they all claim that although I had moved away and returned their router, their agent did not file my request, so I have to pay.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have been having nothing but troubles in order to log into my account. I was promised that my bill was gonna be a certain amount they have a ton of hidden fees. I was promised so many things when I joined us down, and I am going to write an attorney general report on this as well they need to be stopped.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I signed up for Astound Broadband internet service, installed on 9/6/24, and selected the free cable modem rental with no additional router rental. I believed I would be able to use my personal router for no additional rental fee. The estimated monthly total provided to me was $65.49 and a one-time Account Activation Fee or $14.99. My order confirmation is attached. The installation technician informed me that my router/modem combo unit would not work with the service. He said he would get the item I needed and installed an eero Pro 6E router along with the modem. I was not informed of any additional charge associated with this. I do not believe that I signed anything agreeing to an additional charge. I was not provided with a copy of anything I may have signed. I understood that there would be a $5/mo rental fee, the price reflected on the website at signup. My first bill was higher than expected at $107.87 with a line item labeled "High Speed Internet" for $15.95. I believed this to be an installation charge. My second bill, totaling $92.88, showed the same High Speed Internet charge. I discovered this $15.95 charge was the router rental fee. I believed that I had been signed up for the "Pro Gaming Wi-Fi" upgrade tier, as shown in the attached screenshot of the signup website for $12.95/mo, still lower than $15.95. I called customer support and requested a bill credit as I believed I had been misled. The initial agent I spoke to was courteous and attempted to help, but explained he could offer no credit. I then spoke to a supervisor who seemed rude and uninterested in helping. She stated that I was not signed up for the higher tier of service, in fact I was receiving the lower tier for $15.95/mo rather than $5/mo. She firmly stated the $5 promo is only offered online and because I didn't select it at checkout I wouldn't receive the promo or any bill credit. No solution was offered other than canceling the rental going forward with no credit for prior bills.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Astound to terminate my services as of 10/16. They incorrectly terminated them early on 10/7. In order to get services reinstated until 10/16, they created a new account, charged me a higher rate, and then said that they were unable to prorate so I then had to pay for services until 11/7. The business cannot make a mistake on their end and then make me pay extra for their own error. My bill for the time period from 10/7-10/16 should have been at my existing rate, not a higher rate. AND their error should not have extended the time period that I have to pay. Not being able to prorate is criminal enough but to actually have the customer pay for the mistake of the company is insane.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear BBB, I am filing this complaint against my former Internet Service Provider (ISP), Astound Broadband, regarding a dispute over returned equipment. Astound claims that I failed to return all the equipment provided to me during my service period. Specifically, they assert that I only returned one of the two Eero devices that were part of my original equipment package. However, on September 30, 2024, I followed Astound’s online return instructions, which advised me to place all the equipment in a single box and return it via *****. I included both Eero devices in the package as instructed. The return was completed through *****, and I have attached a copy of the ***** tracking receipt and confirmation of delivery to this complaint. Despite providing proof of the return and multiple attempts to resolve the issue directly with Astound’s customer service, they have continued to insist that one of the devices is missing and are attempting to charge me for the unreturned item. I believe this claim is incorrect and is causing undue stress and financial burden. Desired Resolution: I am seeking assistance in: Confirming that both devices were returned as per Astound’s instructions. Ensuring that Astound withdraws any claim of missing equipment and removes any associated charges from my account. Receiving written confirmation from Astound that the issue is resolved and that no further action will be taken regarding this matter. Thank you for your time and attention to this matter. Sincerely, ********

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Astound has overcharged me for my service a few times in the last year. I started internet service with Astound in 8/23. I was promised 1 month free and a $100 gift card after 90 days of my account being in good standing. I have called regarding the extra charges due to a payment failing and having to redo autopay. I was told that I would be getting credited for that but I am unsure if that did happen. I did download all the bills from online and checked but it is confusing to read. I cannot tell which ones are payments and which ones are credit as some payments still have the CR next to them. I also called in April/May of this year regarding my $100 gift card. CS took my phone number and submitted a ticket. Later someone from a different dept. called me and said they have checked and have resent it in the mail. I have yet to receive the gift in the mail nor at my email address. I would like for an account specialist to contact me to go over my charges for the past year to see if I did receive the credits for the fees as promised, and to look into my account opening bonus of the $100 prepaid card. Thanks - ****

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We're being charged monthly for products / services we did not receive. In July 2024, our residential building had changed their contract with Astound. All residents were asked to return their Astound broadband / cable equipment to the front office. We never utilized any broadband equipment or cable services from Astound. Astound alleges that we continue to withhold Astound equipment even though we've never owned or used any and we don't have any prior service bills from Astound. We've had a case opened with Astound for 2+ months and it is yet to be resolved, they've stolen $418 from us.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a promotional period end and had an increase in my service of over $15 per month. As a result, i originally cancelled my service in May of 2024. Shortly after cancellation, an Astound/RCN representative emailed me with an updated offer of $25.00 + 12.97 per month fixed for a period of 24 months (so, 37.97/ month and including all taxes, charges and fees) to almost match an Xfinity offer of $34 per month (for the same service) fixed for the same period of time. I have attached the offer emailed me below and copy of the billing breakdown that shows the approximate $9.00 overcharge they have been charging me. Upon calling the company, they said they could not offer me the offer they had reached out and offered me to reverse my original cancellation in May. On top of that, they are trying to charge me for an extra month of service that literally started the day after my last monthly service wrapped up. As a result, I am requesting a return of the charges from May in which I was overcharged from the offer of 37.97 (9x5=$45.00) they offered me and a return of the $46 they want to charge me for an extra month of service I will not be using. So, I am asking for a total return of $91.00 plus any additional fees that company may attempt to charge me for my cancellation request. Plus, of course, a confirmation of my cancelled service.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The entire issue has been happening since I moved into my apartment complex- July 2023. Astound powered by **** is the only internet provider available here, unfortunately. The company promises a reliable connection, which is important for me specifically because I work from home. They have sent a tech out (thank God they didn't charge me the $75 for the visit). Fixed the issue for a couple weeks. Having to restart my router multiple times a week or even months is crazy. Not being able to work, is worse and PAYING for a service that is not reliable- even more ridiculous. They're not even able to offer decent refunds/discounts for service interruptions- I got a whopping $11 this last time on a service that I'm paying $70 for. For an issue I've been experiencing for a year and a half. For a service that is the only service available.

*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. ↩