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 fromRyan 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

  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

  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! -******
  

• Review fromMaggie S

  Date: 11/11/2024

  10/25/2024, I received a $132.30 bill for not returning the modem. But the reality is, the new tenant after me called RCN on 10/22/2024 to double check what to do with my modem. The RCN customer service told them to throw it away, and then RCN billed me for not returning the equipment three days later. I called customer service to explain the situation. The customer service was extremely rude and unprofessional. She said if its under my name, I need to pay no matter what. She did not care at all what happened. She interrupted me throughout the call, urging me to hang up. This is extremely unacceptable as a customer service representative. She not only did not provide any help, she did not even show the willingness to understand what happened. I have never been treated like this. First, I got scammed by the company. And then, I got treated disrespectfully by their customer service. This is THE WORST EXPERIENCE EVER.

  Astound Broadband powered by RCN

  Date: 11/12/2024

  Hello, ******! Thank you for reaching out to Astound Broadband. Providing friendly and helpful customer care is one of our top priorities. I would like to check if this call was recorded and if so, provide your feedback to the agent's supervisor. Although I can not make any promises, as rented equipment needs to be returned at the time of disconnection, I'll be glad to check if there's anything we can do to resolve this concern 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 fromAlec K

  Date: 11/04/2024

  In addition to the marketed monthly rate of $55 that i agreed to, they are charging me an additional $20.49 per month for Taxes, ****************** **************** kept telling me that the $20.49 was from taxes, but obviously the tax rate is not that high. I then found out $16.93 was from Network Access and Maintenance Fee. She then told me that was 'a tax for doing business with them'. This is a slimy business. I would rate 0 stars because of this ridiculous fee if I could.

  Astound Broadband powered by RCN

  Date: 11/07/2024

  Hello, ****! Thank you for reaching out to Astound Broadband. As a consumer myself, I know how important it is to have service at an affordable rate. (The Network Access and Maintenance fee helps defray costs associated with building and maintaining RCNs fiber rich broadband network, as well as the costs of expanding network capacity to support the continued increase in customers average ********************** consumption.) Let's take a closer look at your billing together and make sure you're getting the best possible value. I'll also check on the status of your gift card. 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 fromMatthew D

  Date: 11/04/2024

  This company is the absolute worst. They Get you in the door with low pricing and then they start hiking up your bill. I called in to see what they can do to fix it, then they say they will lower the amount, and either they never actually do it, or just hike it back up again by EVEN MORE THAN BEFORE I CALLED within the next for few bills. They always come up with some BS " reason" why the price goes up. such as a maintenance fee, an investment fee, etc, the list goes on. They are total scam artists and they pull the same scam on everyone that calls in. Totally unscrupulous. total joke.

  Astound Broadband powered by RCN

  Date: 11/07/2024

  Hello, *******! Thank you for reaching out to Astound Broadband. We strive to provide the best experience for our customers, and that includes offering competitively priced service and excellent customer care. Let's review your account together to make sure you are 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 part of the Astound service family! -******

• Review fromChristopher L

  Date: 10/27/2024

  Greedy. If it's Internet only, they don't disconnect it until the end of the billing cycle.There was nothing communicated about this change when it went into effect back in February 2024, contrary to what their agents say, and going to the link on the website, there is nothing about this change.I can't get my money back for the 3 weeks of service I can't use, but I'm **** sure going to **** people away from subscribing by calling out their greed on social media, ****** reviews, Yelp, and anywhere else I can. Now that's astounding!

  Astound Broadband powered by RCN

  Date: 10/29/2024

  Hello, ***********. Thank you for reaching out to Astound Broadband. I'm sad to hear that you chose to disconnect service. Our terms and conditions were updating in the beginning of April 2024, and customers were notified via a letter/email several weeks before the change took place. Our policy is that internet-only customers are billed to the end of their current billing cycle when disconnecting service. (Customers are still able to use their service when a disconnection is placed up until the end of the billing cycle.) We are still here to assist you, so if you would like to review your account, please don't hesitate to reach out to us at ******************************************************************* with "Attn ****** BBB" in the subject of your email. Thank you for the time you spent with the Astound service family! -******

• Review fromMark G

  Date: 10/22/2024

  I've applied for employment 6 times and have been denied working for you all those times funny thing is your HR representative ***** *. gets my resume from indeed,glassdoor etc and contacts me everytime and after my second interview she calls me or I call her and always told they found someone else so why does she consistently contacts me then denies me employment is she not taking note her denials or what

  Astound Broadband powered by RCN

  Date: 10/23/2024

  Hello, ****. Thank you for reaching out to Astound Broadband and for your interest in a career with us. We would be glad to escalate your concern to your local HR representative. Please send us a private message with your phone number so we can do so. Thank you again for contacting Astound. -******

• Review fromRyan N

  Date: 10/18/2024

  Astound broadband hid a price increase on my bill from $72 to $120 on page 4, second paragraph. I was setup for billing autopay and like most of the general public, I do not read every paragraph on the bill. This is a shady practice and feel that customers are being taken advantage of.

  Astound Broadband powered by RCN

  Date: 10/22/2024

  Hello, ****. Thank you for reaching out to Astound Broadband. Customers are always encouraged to review their bills so they can see notices as well as dispute ay charges they have concerns about. I would be happy to review your account with you to make sure you are 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 fromCameron R

  Date: 10/16/2024

  I'd give no stars if I could. As another review has stated, their cancellation policy for internet only customers is best described as thinly veiled robbery. I cancelled my account on 9/16/24, the same day a bill was generated for my account. I was told that unfortunately since i was outside the billing cycle I would have to pay the full balance as they "don't prorate accounts" for ******************** only customers. So I'm left paying $169 for 30 days of service I didn't use. ***** wasn't connected. They can turn service off and on with a flip of a switch, but cancelling it out and prorating the bill is not an option? Sound like laziness and a real convenient way to rob your customers as a punishment for leaving and line your pockets in the process. It's also quite alarming that not even 2 full business days after the service I was being forced to keep, I get a bill for an equipment charge of $143 for a modem. So let me get this straight, I'm forced to keep and pay for service I don't want or need, and if I don't get the equipment back to you in 24 hours I'm getting charged for it? Astound sure seems like a real shake down operation. Thinly veiled theft. I'd almost argue it's pretty blatant theft. Could never recommend Astound/RCN, and certainly will never, ever do any business with them again.

  Astound Broadband powered by RCN

  Date: 10/22/2024

  Hello, *******. Thank you for reaching out to Astound Broadband. We're sad to hear you are no longer a customer. I understand you have some billing concerns, and I would be happy to review your account with you. Please email me at ***************************************** with "Attn ******" 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. We hope to serve you again in the future. -******