Business Profile
Internet Services
Astound Broadband powered by RCNHeadquarters
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Reviews
This profile includes reviews for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.13/5 stars
Average of 223 Customer Reviews
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Review fromJason L
Date: 02/28/2025
1 starJason L
Date: 02/28/2025
Worst ************************** Frustration I became an Astound (RCN) customer just a month ago, and Im already searching for a new provider. The level of incompetence Ive experienced is beyond belief. From day one, countless errors on RCNs end left me without internet for three days right at the start of my service.I specifically requested a self-install, yet for some inexplicable reason, they scheduled a technician. When I canceled the unnecessary appointment, I was then told I couldnt pick up my modem at their physical location. I wasted two hours there before they finally handed it over. I went home, plugged it in, and still no service.I spent another two hours on the phone before being assured my service would be active the next day. The next day came, still no internet. Another two-hour phone call later, I was told a technician needed to come out, something that could have been avoided entirely. When the technician finally arrived three days later, they immediately identified the issue. RCN had coded my service incorrectly. A simple backend fix would have solved everything, but instead, I was put through this exhausting ordeal.Frustrated beyond words, I called customer service to request some sort of credit for the time and hassle. Thats when I encountered ********, the supervisor who managed to be the worst part of this entire experience. Rude, dismissive, and completely unsympathetic, she made it clear that my frustration didnt matter. Any remaining patience I had was gone after that conversation. It was the final push I needed to switch providers.If youre considering Astound/RCN, dont do it. Their service is unreliable, their customer support is a nightmare, and if something goes wrong, expect to fight tooth and nail just to get basic assistance. Save yourself the headache and go with someone else.Astound Broadband powered by RCN
Date: 03/04/2025
Hello, *****! Thank you for reaching out to Astound. I'm sad to hear that your Astound experience got off on the wrong foot. Providing exceptional customer care and dependable service are two things that we strive for, and it's concerning to hear that we dropped the ball. We certainly don't want to lose you as a customer and would like to determine how we can make this right. Please email us at ***************************************** with "BBB Review" the subject so I can better assist you. Please include your phone number so we can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromAndrea M
Date: 01/13/2025
1 starAndrea M
Date: 01/13/2025
They are the worst cable/internet provider!!! **************** is inconsistent, giving the impression that they are a "get-over" company. I called to get and extension for payment, which they granted. I paid $1 more than what I was quoted by the **** I paid on the date that I promised to pay. Today, they disconnected the service because it should have been $2.80 more that the amount quoted by the ***** to get it reconnected, I had to the next bill. I ABSOLUTELY HATE THIS COMPANY!!! As soon as another provider is allowed in my apartment building, I will IMMEDIATELY discontinue their service. On top of that, their service is mediocre at best.Astound Broadband powered by RCN
Date: 01/14/2025
Hello, ******! Thank you for reaching out to Astound Broadband. As a consumer myself, I understand how frustrating billing concerns can be. It would be my pleasure to review your account with you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so we can review your services together. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family! -******Review fromMT H
Date: 01/11/2025
1 starMT H
Date: 01/11/2025
We were long time customers of ********************** (over ** years) - over three months in summer 2024 they raised our monthly bill by $90 by adding stealthy fees that they claimed were taxes. They were not taxes.I cancelled my RCN cable in 9/30 just before the end of a billing cycle on 10/2 - I know they were aware of the cancellation because they immediately sent me begging emails asking what they could do to have us return to RCN. We returned the equipment IN PERSON on 10/2. Fast forward to us getting a bill for service from 9/30-10/7. Even though we had canceled the service! I disputed the charge and they rejected the dispute and have kept billing us for service we didnt receive. Im paying the **** bill but these are crooked and slimy business tactics and the reason Ill never go back.Astound Broadband powered by RCN
Date: 01/14/2025
Hello, MT! Thank you for sharing this feedback regarding your recent experience with Astound. I'm sad to hear you chose to disconnect service! I would have loved the opportunity to review your account and make sure you were getting the best value possible. I understand you have some billing concerns. Please know that we take these matters seriously and would love the opportunity to review your account with you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with us as a valued Astound customer! -******Review fromEunice F
Date: 01/08/2025
1 starEunice F
Date: 01/08/2025
This business is scamming me of my money. They failed to properly close my account ******************** once I transferred services to a new location. Continued to charge my old account with bills monthly. Then proceeded to cut my services at the new location since I was mistakenly paying the old service and not the new one unknowingly. They also blamed me for the missing equipment return when their personnel took it with them. I alerted them to all these issues and they repeatedly ignored me and asked about the missing modem. They continue to bill me to my old account that they also assured me is closed.Astound Broadband powered by RCN
Date: 01/11/2025
Hello, ******! Thank you for contacting Astound Broadband. We strive to make everything convenient for our customers, and that includes billing and service transfers. I would be glad to review your accounts with you and determine how we can most efficiently get this resolved. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromMaria M
Date: 12/12/2024
3 starsMaria M
Date: 12/12/2024
Received today in the mail, posted on December 9 and addressed to "Current Resident" of my building and apartment number, a Black Friday offer with Free Airpods, free gift cards of $50 + 1 monthfree or $150 and 2 months free depending on MBPS and costs. But I'm already an Astound customer and didn't receive such "gifts" when I signed up: Autopay and Paperless. Also assured us twice a *** would come to explain the music choices. The last phone call with such assurance was about 3 weeks ago. Nobody ever came. The bill has become much higher though we haven't added any options. And they claim they are the "#1 rated cable internet service in ***"Maybe #1 in sort if a "bait and switch" practice luring us in and then increasing the cost of their service substantially.Astound Broadband powered by RCN
Date: 12/17/2024
Hello, *****! Thank you for reaching out to Astound Broadband. I understand you have some billing and service concerns, so I would like to review your account with you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for choosing Astound to be your service provider! -******Review fromAngela P
Date: 12/10/2024
1 starAngela P
Date: 12/10/2024
Lied about additional charges and promo *************** August 2024 provided autopay information and was advised l would get an Amazon gift card for $100.00 l was set up that day for autopay and provided checking information. When l had not received a notice of when the payment would hit in September l contacted them and cudt service assured me my bill was being processed. I never received a bill in the mail. In October l received a bill stating that $189 would be withdrawn on October 26th. I called to ask about my gift card. I was assured through customer service that l would receive the gift card after 3 months after the payment of the 26th of December. In November $47.22 was taken out of my account. I called to check on my bill as they advised me l would be eligible for an additional $10 ,credit and was told that my bill for December would be $37.22. Today l received a bill for $61.08. When l asked why they said they put that notice on the last bill that additional fees will be charged. I checked my bill there was no notice. I then asked about the gift card and was told that l did not qualify any longer. I checked with someone else and was told they failed to tag the account and there was nothing they could do.Astound Broadband powered by RCN
Date: 12/13/2024
Hello, ******! Thank you for sharing this feedback with Astound Broadband. I see you mentioned some concerns regarding the status of a gift card as well as a billing credit. I'd be glad to look into both of these matters for you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Astound Broadband powered by RCN
Date: 12/13/2024
Hello, ******! Thank you for sharing this feedback with Astound Broadband. I see you mentioned some concerns regarding the status of a gift card as well as a billing credit. I'd be glad to look into both of these matters for you. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromEddie R
Date: 12/02/2024
1 starEddie R
Date: 12/02/2024
This use to be WOW, I been with them for many years, then Astound RCN took over and within the first 90 days my bill almost doubled, and it's been going up every year since. It's now more than two and a half times what it was when I was with WOW, and it's all ******************Astound Broadband powered by RCN
Date: 12/04/2024
Hello, *****! Thank you for reaching out to Astound Broadband. As a consumer myself, I understand how important it is to choose products and services that are affordable. I'd be glad to review your account with you! Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being part of the Astound service family! -******Review fromRyan S
Date: 12/01/2024
1 starRyan S
Date: 12/01/2024
Their agent told me I could order internet service to be started in a few weeks and they would hold off shipping the self-installation kit until then. I placed an order and there was no option to specify that, so I contacted Astound immediately after placing the order for service. Then my Astound agent edited and confirmed the delayed dates for service start date and for shipping - great! Astound then went on to immediately mail the self-installation kit to an address I will not live at for a month, 12 hours from me, where there is no mailroom nor do I know anyone in the building. When I reached out to Astound about this, the agent was beyond useless about even understanding the issue, and contradicted himself repeatedly. When I escalated the concern to a supervisor, I was treated like it was *my* fault that they shipped the self-installation kit a month earlier than they were supposed to, and the supervisor insisted the kit was now my responsibility. The only option she could offer would be to pay them $80 to send a technician out to the address just to see if the package was there. Obviously I did not pay them $80 for this insane solution. I told them they should obviously take responsibility for recovering the self-installation kit sent weeks early, disconnect the serial number from my service account, and issue a new one at the proper time. The agent instead gaslighted and insisted that I was never told it would be sent at the proper time in late December, ignoring the transcript of the previous conversation that we were BOTH looking at! Absurd, unhelpful, and really disrespectful to a brand new customer. This does not make me confident about working with Astound RCN.Astound Broadband powered by RCN
Date: 12/04/2024
Hello, ****. Thank you for reaching out to Astound Broadband. I understand that there was some sort of mix up regrading the shipping of your self-installation kit. Moving can be stressful enough, and we definitely don't want to add to that stress. I would be glad to look into this matter and see how we can help. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromJohn S
Date: 11/27/2024
1 starJohn S
Date: 11/27/2024
RCN, now known as Astound, has increasingly raised its monthly rates to an exorbitant amount. However, my complaint is not about their ridiculous prices it is about their outdated and dangerous digital security practices. The company stores RCN webmail passwords in plain text. If you call their agents, they will read your password to you over the phone or, they will ask you to recite your password over the phone for confirmation. Furthermore, they will not permit an RCN webmail password to be over 8 characters long. 8-character passwords are incredibly weak and easily compromised. They are very susceptible to brute force attacks. Furthermore, RCN webmail does not support two-factor authentication or similar modern security protocols. The following actions must be taken immediately at Astound to ensure the privacy and security of their users otherwise, a massive data breach could be inevitable: (1.) Stop storing user passwords in plain text. All passwords must be encrypted, hashed, and salted in accordance with modern cybersecurity standards. (2.) Remove the 8-character limit on passwords. Allow users to generate lengthy passwords and passphrases with an unlimited combination of letters, numbers, and special characters. (3.) Support two-factor authentication for webmail, compatible with third-party authenticator apps. (4.) Ensure the highest standards of encryption and security for email transit and delivery. (5.) Instruct customer service representatives not to give away sensitive user information, such as passwords, to callers. (By phasing out plain-text passwords, this issue should be resolved.) It is absurd for an ISP to have such antiquated practices. Their rationale is to "help customers who may have forgotten their passwords or to verify account ownership." This is ridiculous NO other tech company does this. This is substandard and dangerous. Users have been complaining about this for over a decade, and it still has not been addressed in 2024.Astound Broadband powered by RCN
Date: 11/29/2024
Hello, ****. Thank you for reaching out to Astound Broadband. Customer security is one of our top priorities. The points you brought up regarding webmail security are valid and we shared your feedback with management. Let's take a closer look at your account to make sure you're getting the best possible value. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for being a valued Astound customer! -******Review fromSteven S
Date: 11/21/2024
1 starSteven S
Date: 11/21/2024
Tried to increase my cable cost by over 35% in one month. I've canceled my service with them.Astound Broadband powered by RCN
Date: 11/23/2024
Hello, *****! Thank you for reaching out to Astound Broadband. We're sad to hear that you've chosen to leave our service family. I understand you have some billing concerns, and I would have loved the opportunity to discuss your needs and usage and make sure you were set up with the package that is the best value for your needs. I'd still be glad to review your account with you an assist you with any concerns that you may still have. Please feel free to email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Please include your phone number so I can look up your account and a link to this review (or a screenshot of it) in your email. Thank you for the time you spent with the Astound service family! -******
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