Reviews

This profile includes reviews for Astound Broadband powered by RCN's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Astound Broadband powered by RCN

  650 College Rd E Ste 3100 Princeton, NJ 08540-6629

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  RCN

  100 Baltimore Dr Wilkes Barre, PA 18702-7955

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  RCN

  1130 Connecticut Ave NW Ste 400 Washington, DC 20036-3990

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  RCN

  196 Van Buren St Ste 300 Herndon, VA 20170-5337

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  Astound Broadband by RCN

  1133 Avenue of the Americas New York, NY 10036

Review Details

• Review fromMarcia G.

  Date: 12/15/2022

  Bad service, not dependable and lines for customer ******************** long hold times to get assistance Every week - two or three times a week, service is haulted, you are unable to see WI Fi for all other devices in you one during this time. Everything is frozen.( No Inernet connection.) No credited issused unless the customers calls and be placed on hold. ( to ask for it) constant interuptions in service.(weekly) would automatically give credits to customers (this is the type of service people are paying for and also the government programs people are on. the customers are expected to call the companies customer service be put( on hold for 25 to 45 minutes or more) plus the 25 to 45 or more without service.This has been going on for months now, since the astound took over from the sale of WOW Cable TV ( which offered their customers more dependable service. HELP

  Astound Broadband powered by RCN

  Date: 12/17/2022

  Hello, ******! Thank you for your review and rating of Astound Broadband. We are committed to providing exceptional service. We'd be glad to review your account and determine the best way to improve your connection. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******

  Marcia G.

  Date: 12/17/2022

  Thank you for responding however Reviewing my account will not help with the procedure to report problems with your customer service. In all the times I had to call for the many problems I have had, only ONE agent truly assisted me. My service has been interrupted many times, had to make several calls to receive help.

• Review fromRichard M

  Date: 12/13/2022

  Unexplained rate hikes, of which there have been three during 2022. When I called to question my latest bill, I was told that the promotion that had been in effect previously had ended in October, resulting in a rate hike. Even that promotional rate was still higher than what had been charged earlier the same year. The rate was increased again this month, again with no explanation from RCN. When I called this morning, the person I spoke with was able to search for a better deal, and offered me a rate that, while less than the December amount, is still higher than what I have been paying only since October. Do you find this maddeningly confusing? I certainly do. Not only confusing, but disingenuous. Much more importantly, the broad range of different rates for the same service is very concerning. Any promotional discount has to be made up somewhere, and undoubtedly it is being offset by gouging other customers. This is neither a used car purchase nor a raffle prize. Why should I have to renegotiate with RCN time and time again to get a fair price? Even after such a negotiation, I am not convinced that I am being treated equitably. RCN has a product to sell. Set a reasonable price. If you want to put it on sale then offer that discount to ALL your customers. Anything less is shady business.

  Astound Broadband powered by RCN

  Date: 12/15/2022

  Hello, *******! Thank you for sharing your recent experience with Astound Broadband. One of our goals is to offer a variety of competitively priced packages. I'd be glad to review your account to make sure you have the best value for your needs. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued part of the Astound service family! -*****

• Review fromMichele C

  Date: 12/07/2022

  Over the last three months, Astound-RCN Broadband has attempted to raise service and fee charges excessively and without sufficient advance notice. I first received no advance notice when they raised the modem fee from $10 to $16.95 per month. While they indicate that you may purchase your own modem and use it, unlike other providers, they don't offer any transparency regarding supported hardware. When I called and complained about this, they gave me a "good customer credit, which brought the charge down. The following month, I observed a 25% increase in my internet service of $18.00 per month. This increase was not related to the expiration of any special offer or an increase of speed. I called customer service about this and they say they placed the notice for a service increase on page 4 of my ebill. I communicated that hiding it on an ebill when I have autopay enabled is not appropriate or timely notice for a 25% service increase. Frankly, I was horrified and when I complained, they gave me another "good customer credit," which brought my cost down to a $10 increase per month. This feels like extortionate, predatory, unethical behavior, given the limited access to competitors for internet service and how much we have all come to depend on broadband access. With utilities, increases are regulated and must go through an approval process that provides transparency and some level of fairness. I am appalled that RCN-Astound is allowed to do business this way.

  Astound Broadband powered by RCN

  Date: 12/09/2022

  Hello, *******. Thank you for sharing your recent experience with Astound Broadband. Two of our goals are to offer a variety of competitively priced packages along with reliable service. I'd be glad to review your account with you. Please email me at ***************************************** with "Attn ******" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******

  Michele C

  Date: 12/09/2022

  While I appreciate you reviewing my account, I'd also like you to understand that your business processes regarding billing do not incite "delight" in your customers. I have a friend who is also an RCN customer. He has told me that when he gets cost prohibitive increases that he simply cancels his service and then signs up again later. Is this really the experience you want?

• Review fromJudy M

  Date: 12/06/2022

  Changed my home phone number without knowledge when creating new acct to get better deal. This number has been our number for over 22 years and is attached to our home security system along with our business contacts and banking. Contacted them and they said they can not get it back so gave us a new number. If your company would offer these special promos to regular customers we would not be going through this. Have spent numerous hours on phone to rectify but now results. Again, they were not authorized to change our phone number and not get it back. We have been without our security alarm and phone for at least 5 days and have been forced to use the new phone number for now. We are insisting that something be done to get our old phone number back as this is interfering with our business!

  Astound Broadband powered by RCN

  Date: 12/08/2022

  Hello, ****. Thank you for sharing your recent experience with Astound Broadband. I understand your concern regarding your former phone number. Due to security concerns, we're not able to make changes to phone service through an online request. Please give our customer service team a call at ************** anytime 24/7, and we'll do everything possible to resolve your concerns. Thank you for being a valued Astound customer. -******

• Review fromFahd A.

  Date: 12/03/2022

  @RCNconnects They gave me a Arris Surfboard, a SINGLE device which provides both Modem and Wifi. Yet Astound broadband / RCN has been charging me a 15$ rental on a modem and 15$ rental on a builtin wifi on the same device. That's a total of 30$ scam. Beware #RCN / #Astound users.

  Astound Broadband powered by RCN

  Date: 12/06/2022

  Hello, Fahid! Thank you for reaching out to Astound Broadband. In some areas we offer a modem/router combination box, and we do bill separately for the general modem and wireless features. However, if you wish to disable the wireless features and provide your own router instead, the wireless fee can be removed. If you would like to proceed this option, please reach out to us on ***************** chat online with us at www.astound.com or call **************. Thank you for being a valued part of the Astound service family! -******

• Review fromJames S

  Date: 12/03/2022

  If there were a lower rate than one star , that's what I would rate Astound broadband They are absolutely the worst business I've ever seen , heard of , or tried to do business with. They changed their name from " Wave " because the name sent chills through people that heard it. They charge you for every little thing to make their product work and their product and service is horrible. Way over priced product and service that have failed to many times to list here. As soon as there are other options to choose from in my area I will sign up and never use this legal thieving Astound again.

  Astound Broadband powered by RCN

  Date: 12/03/2022

  Hello, *****! Thank you for reviewing your recent experience with Astound Broadband. We strive to provide affordable, reliable service and the very best customer care. I'd be glad to review your account and determine the best way to resolve your concerns. Please email me at ***************************************** with "Attn ******" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******

• Review fromJohn S

  Date: 11/20/2022

  My service has been down since yesterday, with random very small pockets of connectivity. I called and spoke to **** this morning at the customer service number. He stated to resolve the issue, he would need to roll a *********** would be charged $79.95 for the technician visit. I made it very clear that I did not authorize to be charged for RCN to fix an RCN service issue. He stated that he would notate my account to waive the fee, and yet read me a statement saying I would be charged. I reiterated that I did not agree to or authorize this charge. I find it horribly unprofessional and inexcusable that I consistently pay my month fee for a service yet am expected to pay when that service has an outage and/or to pay to fix the outage.

  Astound Broadband powered by RCN

  Date: 11/22/2022

  Hello, ****! Thank you for sharing your recent experience with Astound powered by RCN. We strive to provide affordable, reliable service. In the event that a tech visit is scheduled, there is a possible one-time $79.95 fee for the visit. However, this fee would only be billed if the source of the problem was found to be customer-owned equipment (equipment that isn't rented from Astound) or if there was a problem with indoor wiring and you didn't subscribe to the service protection plan. If the problem is found to be Astound equipment or an outdoor issue, you would not be billed for the visit. We appreciate your feedback. Thank you for being a valued Astound customer! -******

• Review fromDave P

  Date: 11/20/2022

  Anyone looking for internet service, DO NOT GO WITH ASTOUND!!! My internet has been down for over an hour and I called customer service. They said it is because of the weather throughout ********. What weather?!?!?! When I questioned it the representative literally said Oh wow and hung up on me. Now no one will answer my call.

  Astound Broadband powered by RCN

  Date: 11/22/2022

  Hello, ****! Thank you for reaching out to Astound powered by RCN. Our top priority is to deliver fast, stable service. I would be happy to review your account and determine the best way to resolve your connection concerns. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******

• Review fromJS V.

  Date: 11/11/2022

  Worst internet provider Ive ever had. They continue to put bogus charges on my invoices- at one point I had a bill for nearly $600. The internet goes out all of the time. In one month there were more than 8 days fully out of internet. I have to call them to get a credit. They add things to my bill when weve communicated they will remove it. Ill still see it on there and have to call again. I think they do it on purpose to make more money in hopes they wear out there customers for the hassle. Terrible company. Would never recommend. I cant switch to another provider because they have the dominant area currently. So frustrating. Internet is out today and has been for over 12 hours with no updates for it being restored and no outage map. They want all their customers to send in their addresses via ******* DM! Its laughable. I work from home so its a huge inconvenience when the internet is out.

  Astound Broadband powered by RCN

  Date: 11/12/2022

  Hello JS! Thank you for reviewing your recent experience with Astound powered by Wave. We strive to provide affordable, reliable service and the highest level of customer care. I'd be glad to review your account and determine the best way to resolve these concerns. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued member of the Astound family! -******

• Review fromSteven P.

  Date: 11/09/2022

  2021 ASTOUND BROADBAND POWERED BY RCN BOUGHLT WIDEOPENWEST, **** (WOW!)AROUND OCTOBER 10,2022 I CALL WANTING MY ON DEMAND PART OF MY CABLE BACK.THE SALE PERSON INFORMED ME OF AN INSTALLATION THAT WILL GIVE ME MY ON DEMAND BACK.ASK ABOUT COST? SALE PERSON: NO CHARGE TO INSTALL, AND OVER ALL COST LOWER.NOTHING SAID ABOUT LOST CHANNELS, SUBSCRIPTION CHARGES OR LOWER INTERNET SPEED!!!AFTER GETTING THE INSTALLATION I HAVE LOST 500 MBPS SPEED DOWN TO 110 MBPS INTERNET, LOST ALL MY HBO CHANNELS, ON DEMAND REQUIRE A SUBSCRIPTION AND LOST CHANNELS LIKE BBC.NO PAPERWORK LIKE USER GUIDE OR CHANNEL GUIDE.NOT HAPPY AT THIS TIME!!!OCTOBER 11,2022 07:52AM EMAIL SENT TO ***************************, TECHNICAL OPERATIONS PROJECT MANAGER, NOVEMBER 02,2022 08:08PM ANOTHER EMAIL SENT.ASOF NOVEMBER 09,2022 06:40AM NO REPLY, NO CALL, NOTHING FROM ASTOUND BROADBAND!!!!!!.

  Astound Broadband powered by RCN

  Date: 11/10/2022

  Hello, ******. Thank you for reviewing your recent experience with Astound powered by RCN. I understand your concern. WOW's On Demand system is not compatiable with ours, so customers looking for On Demand needed to upgrade to our equipment. I'd be glad to review your account and ensure that you are getting the services you desire. Please email me at ***************************************** with "Attn ****** BBB" in the subject so I can better assist you. Thank you for being a valued Astound customer! -******