Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Presently we have phone, internet and tv from Astound and our bill is currently $395 a month. I asked about dropping the phone and two of the three boxes and they said my bill would go up to $441 month because of not having the phone line. I asked how much was the phone a month and was told $20 but my bill would go to $441, but I stated you just told me it was only $20 month. So by dropping some services my bill and everyone who has them would pay more. I asked if I cancelled everything that I was no longer a customer how much would it be just for the internet. I was told that my name and this address is in their system and I could not cancel and become a new customer. I then called back later and spoke to someone else and got different costs numbers. They also said I can't have just one box because it needs two to work but I only have the main box hooked and it works fine. Why are people getting penalized for getting less but paying more.

  Business response

  01/13/2025

  Tried to reach out to customer, contact numbers on this ticket and on account file not working, sent customer an email, awaiting response.

  Customer response

  01/14/2025

  
  Complaint: 22737769
  
  I am rejecting this response because:
  I was never contacted. The phone number they have is probably ************ which we have not used in years and that is why we canceled it. ************ is the correct number and **************** is my email.
  
  
  Regards,
  
  ***** ******

  Business response

  01/23/2025

  spoke to customer on 01/15/2025, went over reason for some of the miscommunication in the bundled pricing before, as for current plan and pricing, offered loyalty credit at ***** monthly, and gave future billing expectations. Customer accepted, issue resolved.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/23/2024 I had astound tech come to my home and install internet service. Took around 2-3 hours. After they left internet worked okay. Days later the modem/router combo they had installed started acting strange. It would randomly reboot itself. Now the modem/router combo has to be reset almost daily as it randomly cuts internet access and wont even provide wired Ethernet via its ports. A factory reset temporarily fixes it. I have contacted support countless times. All I get are copy and paste troubleshooting. I finally had enough and I demanded they swap out the defective modem. I was told I can either go to their offices or have a tech come and swap it. I opted to drive to their offices over an hour away to swap it. I make the long drive in 10 degree weather, only to find out when i get there, the offices are permanently closed. I call astound and the agent confirms that they closed it. When I ask her why she sent me there then she hangs up. Im demanding astound to make this right. Swap my modem, and credit my account properly for the lack of service, and making me drive over an hour to a closed office, then another hour back home with the same exact defective modem. Otherwise Ill just end up canceling the service and any final bills I will not pay and Ill instead bill astound for my time and gas wasted. Id also like to note that astound to this date, STILL has that permanently closed office listed as open on their official website. I have screenshots of everything including the astound agents telling me to go to that office.

  Business response

  12/18/2024

  Reached out to customer to offer scheduling a tech visit, no answer, left voicemail.

  Customer response

  12/28/2024

  
  Complaint: 22683413
  
  I am rejecting this response because:
  
  I returned the call on December 20th,2024 4:36pm. Left a voicemail and havent heard since. Instead I noticed on my I was given a $25 credit, while Im still dealing with problems daily 
  
  Regards,
  
  ******* *****

  Business response

  01/08/2025

  Spoke to customer regarding service issues, scheduled a tech out for today, will follow up with customer tomorrow morning to see how the results of the appointment went.

  Customer response

  01/14/2025

  
  Complaint: 22683413
  
  Tech was sent out and the tech was VERY well informed about it all and he checked every single thing. No complaint about the tech. He confirmed the router/modem combo I was given was the problem. He offered to instead give me just a modem as that would fit my setup better (I have my own router/mesh system). After setup he once again took time to test it all well. Its been a few days any absolutely no complaints. I was never called back the next day or at all since. However I still feel proper credit is due. I was previously offered $25 credit for the months of issues. I strongly feel that isnt enough/fair. I spent hours trying to fix an issue. And not to mention astound made me drive 2+ hours to one of their offices and back home. Office which apparently had been permanently closed for months. Which by the way, its STILL listed as open to customers to this day on their official website. Proper credit is due for the lack of prorper service, and making a customer drive 2+ hours in single digit weather due to Astounds own lack of proper information within its customer service reps. 
  
  
  Regards,
  
  ******* *****

  Business response

  01/23/2025

  Spoke with the customer, confirmed since tech appointment services are good, applied a credit of ***** for inconveniences and service issues customer experienced, issue resolved.  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I am on my building's condo board and we renewed our contract with Astound and as part of that contract, all owners are supposed to have access to the MAX app.Astound have stymied every attempt I have made as a board member to figure out how our owners can get access to MAX. Because we pay them through a bulk agreement, none of the owners have set up an individual account and therefore do not have access to account numbers or PINs needed to get access to MAX.First, RCN said we don't have access to this service, until we resent them our contract and they acquiesced. Then, they gave me incorrect information on how to go about retrieving my account number and ****** took several calls and over an hour with their national support line (who were FANTASTIC!) to determine that I in fact, cannot access MAX and have no recourse other than to be mailed a letter with information that I then use to call back the customer service line to verify my identity.We have now been paying astound for the last month and not receiving services as part of the contract. The representative we have, ****** *******, has been proving incorrect answers or informing us overall. He has provided no solution for how to get owners expedited access to this service that they first tried to deny we have, and now are blocking our access. They are getting paid by us and we are not receiving the full services of our contract and I don't know what else to do. They could refund us for the amount of time owners did not have access to this service, and that could continue until the majority of owners have set up an account and gotten confirmed access to MAX.

  Business response

  12/17/2024

  Reached out to customer to review steps on MAX access or any questions, no answer, left voicemail.

  Customer response

  12/19/2024

  
  Complaint: 22661894
  
  I am rejecting this response because:
  
  There is no call history from RCN, nor any voicemails that they left me. Have ****** ******* stop ignoring mine and my property manager's emails because he is our direct account manager and this issue needs to be rectified for our ENTIRE building.
  
  Regards,
  
  ******* *******

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since astound took over for WOW; their service has not been good. I’ve called numerous times To resolve these issues. Essentially, I had to get more reliable Internet service because I work from home. I did call to check when my billing period was over before I switched services which is 12/21. I switched my Internet service on November 30. I called to cancel my service 12/9 so that I don’t have to pay for the full month and they told me they have a policy on their website that states that you can’t cancel in the middle of the billing cycle. I was not aware of that nor did anybody tell me that when I called to ask questions about canceling. I talked to three different supervisors and they refused to cancel my service now and our insisting that it’s their policy and if I Didn’t agree to it, I would’ve had to cancel eight months ago per a letter They claim they sent out. I never received anything from this company and I would not have agreed to that. I do not believe I should be billed for the rest of this month or this month at all since I haven’t used the service Since November 30 especially with all the internet issues I’ve experienced these last few months that’s caused delay in my work.

  Business response

  12/16/2024

  Spoke with customer, added credit under service quality issues, adv new balance, customer satisfied. Issue resolved.

  Customer response

  12/16/2024

  [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

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the company to disconnect the Internet and cable service on Nov 26 and returned all their equipment the same day. I expected a partial refund for the unused service in that billing cycle, instead I was sent a bill for the incoming month today. When I called, the company's representative acknowledged that the new bill was sent in error, but I was informed that I still need to pay for the two weeks that I was not receiving any service because "that's how their billing system works." ******************* created an interesting business model, in which they charge customers money for what exactly...? They are NOT providing ANY service whatsoever, they are in posession of all their equipment, yet they continue to charge customers. That's about $90 in this case, that the company feels they are entitled to... just because? 'Just because' should not be legal, and I wonder if it is. And if it happens to be legal, the State Legislature should look into this particular business practice to make sure people are not forced to pay for a non-existent service.

  Business response

  12/17/2024

  Spoke to customer, Adjustment on the account from 11/26/2024 - 12/6/2024 in the amount of $77.97, issue resolved

  Customer response

  12/26/2024

  [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,
  
  ******* ******

  Customer response

  01/07/2025

  
  Complaint: ********
  
  I am rejecting this response because: There was an agreement reached regarding case #********, but the company (Astound Broadband/RCN) did not fulfill its promise. According to our phone conversation, the disputed amount was supposed to be credited to my credit card they had on file. As of today, it has not happened yet.
  
  
  
  Regards,
  
  ******* ******

  Customer response

  01/08/2025

  
  
  Better Business Bureau:
  
  

  Thank you VERY much for your assistance. As of this morning, the amount we agreed on is in my bank account. The case can be closed.

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

• Initial Complaint

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November of 2023, an RCN salesperson came to my house and assured me that a trial of their services would be a trial and I would owe them nothing if I did not like the services. I accepted the trial of their services and had a modem and remote left to me to try their services. After a month, I was not convinced that their service was any better than the service I had and returned their device and cancelled the service. They continued to send me bills after I returned the services even after I contacted them that their device had been returned and the service cancelled. A year later, I receive a notice on my credit monitoring service that I was sent to collections for them. I had no way to contact them to straighten this situation out and my only recourse was to pay the amount they were demanding for a device I did not have and services that had not been rendered. Having paid thier demand, which is completely unfair without a way to contact them and resolve this issue is unfair, and I only want to have the credit item removed from my report.

  Business response

  12/20/2024

  Customer advised he was told the account was supposed to be closed as a 30 day moneyback guarantee, account credited to honor, case submitted for equip that was returned.

• Initial Complaint

  12/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with Astound Broadband for almost 20 years and now my bill has increased by $65 dollars monthly , I do not have a phone I only have 2 tvs I don't have high internet and I'm paying now $ ****** dollars a month. I was told that if I was a new customer I would get discount, what does that even mean? So since I'm a loyal customer for almost 20 years your going to raise my bill 65 dollars monthly so you can give discounts to new customers?? How fair is that? It to me is robbery just terrible.

  Business response

  12/10/2024

  Called customer, no answer, voicemail has not been set up so unable to leave VM.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Astound buried a fiber line in the easement behind our house and put their line directly intersecting our sewer line. This resulted in a backup of sewage in to the house twice and in the yard once (currently). Astound acknowledges that it is their fiber line in the sewer but will not come out to fix or repair it. They are requiring that we hire a plumber and then seek reimbursement through them. They have refused to provide their insurance or claims department contact information. My confidence in them paying for the service is not high.

  Business response

  12/02/2024

  Spoke to ******, issue is currently being worked on, estimated to be completed by today or tomorrow, will follow up to confirm when done.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Astound RCN keeps losing multiple weeks of my emails from all devices. Their customer service assigns it a case #, their "data ***** tries you once by phone then closes the case if you weren't there at some random time to get the call, and you lose the emails.

  Business response

  12/10/2024

  Spoke to customer, we have scheduled a callback for tomorrow morning 12/11/2024.

  Customer response

  12/12/2024

  
  Complaint: 22588255
  
  I am rejecting this response because:
  

  Someone from Astound called today to follow up on mylost emails. She did not tell me it was because I had contacted the BBB.

  Thank you! I will let you know how it goes, she will get back to me on Monday.

  
  
  
  Regards,
  
  ****** Leader

  Business response

  12/16/2024

  Spoke to customer, advised we had nothing from our end with the webmail team that detected system issues for any cause of missing emails, all we could detect was by **** client so could be something through the email app used, but did confirm we made sure everything was in working order.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company was to provide me a refund by today 11/20. They stated they would only send out a check on December 6th. The company cannot explain why it is taking so long to refund me. The refund was issued on 10/24.

  Business response

  11/29/2024

  Called customer, No answer, left voicemail in regards to a refund inquiry on equip charge, prior notes show cx asking about an equip charge that we confirmed was not on account.

*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. ↩