ComplaintsforAstound Broadband powered by RCN
Internet Services
HeadquartersMulti Location Business
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Complaint Details
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Initial Complaint
11/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been a internet customer for 3 years. For the past few months my bill gets higher and higher each month. I pay the bill every month. I get email stating complimentary speed increase and the bill goes up. My bill is up to $120 a month just for internet. I can call ask for a reduction in price but that's only for a limited time. I'm disable so limited income. I'm currently stuck with RCN since there is no other internet provider in my area. I'm on a few wait lists. I have explained to RCN I am disabled with limited income but all I know the bill keeps going up and up and up. The service works fine but the price WOW. It's the most expensive. A billing adjustment would be appreciated but having to call every few months to do this over and over is annoying. They should have some sort of plan for low income. I asked about reducing speed and was told it wouldn't reduce the price. Either adjust the billing price or I will gladly give their equipment back which I've been paying for 3 years.Initial Complaint
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have returned equipment to RCN/Astound several years ago after purchasing my own router/modem. However, the company’s staff at the Queens, NY location did not provide me with any paperwork upon my request when I returned the equipment. The two young males stated that it was not necessary and everything would be taken care of. Thereafter, it appears they lost the returned equipment because I am receiving statements for money I owe for equipment that I have not had for years. This charge is only appearing after I made multiple efforts to speak with RCN/Astound before switching services with another company. No effort was made by the RCN/Astound’s staff members to retain me as a customer. Thereafter, I switched to another company that has been more respectful and values its customer. After this switch, RCN/Astound began sending bills for equipment that is not under my possession and nor was I paying any rental fees since it is nonexistent. I do not owe RCN/Astound any money and I expect RCN/Astound’s leadership to address this asap. I will not tolerate this harassment and false allegations. RCN/Astound is incorrectly charging me $130.65 for an item that I no longer possess and returned several years ago. Their staff neglected to maintain proper records and seem to have misplaced the equipment. -**. **** ****Initial Complaint
11/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had been on a one-year promotional monthly rate of $84.97 with Astound Broadband that was set to expire at the end of October, 2024. I had noticed that my monthly bill had gone up before then, so I reached out to Astound on August 29, 2024. The Astound agent gave me a new one-year promotional monthly rate of $85.95 after taxes, surcharges and fees, that she said she would apply to my account. However, she never did. I recently received my November bill in the amount of $171.95. I reached out multiple times to Astound to have my bill corrected to $85.95, but Astound either refused to make the change, or outright ignored my correspondence. This despite me having the screenshot of the chat with the agent on August 29 as proof of our conversation. I have been following up with Astound for weeks, but they refuse to honor the rate that they had given me.Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Called customer service to cancel service in August of 2024 and have been charged 479.09 up until November 2024 total of 1437.27 and have been refused refund of any amount, all equipment was returnedInitial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 10/10/2024 I ended my account with RCN by phone and was told RCN policy is they no longer due pro-rated bills. I informed the customer service agent that the new billing cycle started on 10/1/2024 and I'm ending my service on 10/10/24 but you expect me to pay for services I'm not using until 10/292024. On 10/11/2024 i got an email from one of the account specialists who offered to lower my bill in an attempt to get me to stay with them. I informed her they should have done that in August when I first reached out about the price of my bill and not wait until someone leaves. I then asked her about the bill and she stated I would get a new bill once the modem was returned to RCN. The modem was returned on 10/16/24 and a few days later I tried reaching out to Deanna (the person who emailed me) but my email was ignored twice. I got tired of waiting for a new bill and paid $32.66 which is what I got after using a pro-rated calculator. A couple days later I got a bill from RCN for $78 due the end of Nov., so I called RCN. I asked what this was for and told it was the remaining balance of my bill. I then informed the agent it was no way I would ever pay that: I'm not giving rcn $78 for a service I didn't use no matter what the policy is. She tried telling me the bill is actually for the previous month of service but that does not reflect the days of service on the bill and besides I've now been told 3 different things. I'm looking for someone from the corp office or manager to reach out to me, but the bottom line is rcn will never see a dime of that $78Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On today, I spoke with a supervisor regarding removing the checking writing restriction from my account. I was told It would be removed today and once I went to make my payment couldn’t add my checking account as they are now requiring I make a payment via debit card in order to remove the restriction. I explained to the agent and supervisor that my account was compromised and I don’t have my new debit card for my account. Manager even asked me for my checking account number and now I’m worried about my new account being hacked by the agent. My payment is due Thursday. I need someone to contact me immediately. I have been a customer for years and this is disrespectful and discriminatory customer practices.Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I terminated my service with Astound, and returned all the equipment. During my time with Astound I had 3 small and one large cable boxes in my home. My son can confirm this. When I terminated the service, I returned the 3 small cable boxes and one large cable box. Astound must have had a clerical error on their end. They expected four small cable boxes returned. They did not acknowledge receipt of the one large box, only the 3 small units. They are trying to charge me for a 4th small cable box which was never in my home. I have called to explain that my 4th TV could never use the small unit because of how it was mounted, and the phone representative said I was lying. The phone rep told me that there was no record of the large cable box and that I was confused. They are claiming an outstanding charge of $203.09 for this unit which was never in my house. I am an 82 year old retired school teacher living on a modest pension. At best this is a case of Astound charging the customer for their clerical error. At worst, this could be elder fraud.Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
RCN after confirmed cancellation added a charge for unreturned equipment.Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I am in the process of relocating to a new residence and require internet service. When I contacted RCN, now known as Astound, they informed me that I have an outstanding balance from 2018 in the amount of $222. This came as a surprise to me, as I had no prior knowledge of this debt and had not received any communication from RCN regarding it. I believe this information to be incorrect, as I had previously resolved my internet service with them before switching to Verizon Fios. RCN claims that there is missing equipment and an unpaid bill, which I believe to be fraudulent. I kindly request your assistance in rectifying this matter, as this alleged debt is not reflected in my collections records. I would like to have this issue resolved so that I can proceed with setting up new service with this company. I appreciate your attention to this matter and look forward to a prompt resolution.Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 09/26 I contacted Astound via customer service chat to disconnect my ********************. I was told I cannot disconnect my wifi and that it would continue until 10/17 at the end of the billing cycle. I got my bill that says I owe the full amount, $102.56! I only used my WiFi for one week of that while biking cycle. I have to pay for 21 days of service that was never even used. I want my bill pro rated. I will not pay for the whole 30 days of service, if I only used one weeks worth.
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Customer Complaints Summary
676 total complaints in the last 3 years.
269 complaints closed in the last 12 months.