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RomiyoDes Plaines, IL
Reviewed Aug. 1, 2023
Don't waste your money and time. Rcn in joke. I live in Des Plaines IL and not 1 day pass by without connection problem. Spending over 30 minutes just to tell me, "We have to send a technician after 5 day to fix" so no internet for next 5 days and bill had gone up from 77$ to 95$ for service that don't doing with Comcast and no more rcn.
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Response from RCN
Hello, Romiyo! Thank you for reviewing your recent experience with Astound Broadband. We strive to provide affordable, reliable service and stellar customer care. I'd be glad to review your account and determine the best way to resolve your concerns. Please email me at social_reviews@rcn.net with "Attn Jackie" in the subject so I can better assist you. Please include your full address as well as a screenshot of your review in the email. Thank you for being a valued Astound customer! -Jackie
MicheleConcord, CA
Reviewed July 4, 2023
Customer ServicePriceStaffReliability
Astound has been my internet provider for 14 years. Since August 2022 the service bounces daily and several times a week we have to call to reset the router. This has been going on far too long. When I can finally reach a person after 5-20 mins of waiting. They offer to send out a tech at my cost "even if a squirrel chews the cable" it will be billable. They've not once offered or told me they've verified their connections through the network. They also every time I call try to sell a maintenance plan. So they offer to charge you but test or fix nothing. I wish I wasn't stuck due to where I live. I would pay more for reliable service.
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Response from RCN
Hi, Michele! Thank you for reviewing your recent experience with Astound Broadband. 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 private message us your full address so we can review your account together. Thank you for being a part of the Astound service family! -Jackie
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NolanEmmaus, PA
Reviewed June 27, 2023
Customer ServiceStaffReliability
RCN is a joke. Over the past ten years, our internet has always been patchy. Can't make it through a single day without it cutting out at least once. We have told them over and over that we believe there is a deeper issue, but they refuse to do any meaningful troubleshooting. Instead, they send "tech" after "tech" to slap on the band-aid solution of replacing the router, which is NOT the issue and has NOT fixed the problem. More often than not, these techs don't speak sufficient English to communicate the problem to them, and there is clearly no communication between the customer "service" teams who listen to the problems you describe, and the techs sent to "fix" them. Clearly, a larger more complicated issue is behind our relentless connectivity issues than the box. Yet all they are willing to do is repeatedly change it. All they care to do is take your money, while providing you internet on par with that of late 90's Bulgaria.
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Response from RCN
Hello, Nolan. Thank you for sharing your recent experience with Astound Broadband. It's important to us that our customers have reliable service. I'd be glad to take a closer look at your connection and determine the best way to permanently resolve this issue. Please private message us your full address so we can better assist you. Thank you for being a valued Astound customer! -Jackie
JohnWashington, DC
Reviewed June 15, 2023
Customer Service
I had RCN for years and they were the best. Then a year or 1 or 2 years ago Astound acquired RCN and the nightmare began. Since August 2022 I have been calling Astound up telling them that my internet was unstable and dropping; starting in January 2023, it started to get worse and I called dozens of times per week. They sent out "technicians" and the technicians said it was the "outside telephone poles", but said that was a separate division and couldn't be contacted, but they would put in a work order. I repeated this same scenario several times since January 2023. Starting in April, my internet would drop dozens of times per day, I work from home and started only using my telephone hotspot to conduct Zoom, etc. meetings.
I called Astound several times per week, telling them they have failed to provide internet and failed to even send a tech to the "outside telephone poles" to fix it. I told them, "Refund my last 2 months (February and March), since I have failed to have consistent internet." After a month of calling almost daily (early May 2023), I told them to just disconnect me and refund my last 3 months. I cancelled my credit card (so they can't keep charging me) and disputed my charges, due to failure to provide the services I paid for. Astound just sent me a bill for for 3X my month charge and is threatening to send my account to collections if I don't pay.
I called and told them the story and they told me they understood, but didn't have the power to remove the charges. They promised a "supervisor would call" and resolve the charges after speaking with me. No supervisor ever called me, and got another letter threatening to send to collections. You can't bill me for internet, if you fail to provide internet, simple as that. Having a weak signal for 35% of the day doesn't count. I called maybe 90+ times over the last 6 months.
I called in 2 weeks ago and they were going to refund 2 months, then never did. I called again last and they promised a "supervisor" would call back, no one ever called back. I called again this week and waited for 40 minutes while they were saying, "No one can help you." Now they are trying to send a collection agency after me. Run from this company. They are thieves. They will lie to you and refuse to provide any service. They will lie to you in order to get you off the phone. Then they will try to ruin your credit by sending a collections agency after you.
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Response from RCN
Hello, John. Thank you for reaching out to Astound Broadband. I'm sad to hear that you had issues with your service and chose to disconnect. I would have loved the opportunity to escalate your concerns and ensure that they were properly resolved. I would be glad to review your account and assist you with your billing concerns. I see you also reached out to us on Yelp. You can send us a private message there, or here on ConsumerAffairs. We look forward to hearing from you soon. Thank you! -Jackie
HanChicago, IL
Reviewed June 12, 2023
THIS COMPANY IS A SCAM, MONEY HUNGRY, DISHONEST, STAFFS ARE IRRESPONSIBLE!! I installed RCN TV service when I rent apartment in 2017. In the first year, it was provided as a complimentary service from apartment building (actually is part of utility fee I paid aside from rent). A guy came to install the equipment, the first equipment is not working properly then he brought another giant one looks like 80's model, fine. Then After 1 year period, I really don't watch it. Also no signal in my unit, also I don't know the contract has been transferred to me until they sent me $423.25 + bill.
I called customer service. They said I have contract with them. I never PERSONALLY sign any agreement or contract with RCN (2 years later I was told by RCN that contract was signed by apartment as bulk service and transfer to me without my consent). I paid $423.25 + and ask where to return those equipments, the customer service said they have drop box and give me the address. I went to drop box and return ALL RCN EQUIPMENTS with my service address label in it, there are RCN worker sitting inside the window, I asked if I can get a receipt, she said "no, just drop them there".
Last week, collection company call me. Said there a unpaid charge about $360ish from RCN for equipment fee about 4+years ago?? I HAVE RETURNED ALL EQUIPMENTS and never get anyone from RCN contact me regarding this instead of have collection company calling me? Their customer service is joke and untrustworthy, really regret and feel shame to use RCN to bring my trouble to my life! STAY AWAY AND BE CAREFUL!
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Response from RCN
Hello, Han! Thank you for reviewing your recent experience with Astound Broadband. 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 private message us your full address so we can review your account together. Thank you for being a valued Astound customer! -Jackie
LilyChicago, IL
Reviewed June 1, 2023
Customer ServiceInstallation & SetupPunctuality & SpeedStaff
RCN is dishonest- or at the very least really bad at accurate record keeping. Originally, November 2021 installation was a mess. I had several people come out over the course of three weeks with little progress actually getting internet installed. One guy was at my apartment for two hours, didn't have the appropriate equipment, said he would be back the next day (obviously my issue for believing this) and he never showed up. Now, fast forward a year and a half: I moved, cancelled service and returned my modem (I have a receipt!).
I received an email stating I have not returned the modem. I chatted with an agent who said I returned one but there is another one that hasn't been returned. This is false and inaccurate information. I also inquired, after further investigation of my bill, about why the charge were almost doubled for the last six month. The agent pointed to the "imaginary" second modem as a reason for the charges. This is after inquiring over the phone months early about the charges and being given a different explanation. RNC has unethical or at the least disorganized business with horrible customer services. DO NOT give them your money, they will take more without explanation or permission.
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Response from RCN
Hi, Lily! Thank you for sharing your recent experience with Astound Broadband. Though we're sad to hear that you are no longer a member of our service family, I understand you have some equipment related concerns and I'd be glad to look into this for you. Please private message us your full address so we can better assist you. Thank you for being the time you spent with the Astound service family. -Jackie
AliAllentown, PA
Reviewed May 27, 2023
Price
Yesterday the internet was outage kept until almost midnight. From 9am until 10pm. They give credit 4.87$. What in hell I’m going to do with 4.87$? I don’t recommend. Also the internet slow. They did increase their price
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Response from RCN
Hi, Ali.
Thank you for sharing your recent experience with Astound Broadband. We know our customers rely on having stable internet service at an affordable rate, so I certainly understand your frustration. Let's review your account together! Please private message us your full address so we can better assist you.
Thank you for being a valued Astound customer!
-Jackie
LarsaSkokie, IL
Reviewed May 3, 2023
Customer ServiceSales & MarketingStaff
The apartment I previously lived at required us to purchase internet service through RCN. I wish they never did because this company is beyond a joke and so money hungry it isn’t even funny. It’s almost sad. I had subleased my apartment to another tenant after 6 months of residence and I informed RCN of the new tenant and to remove my name off all future bills. I don’t know what happened or why they chose to not, but literally a year later I wake up to a collections of $300 on my credit report. I call the place, and they claim they received this information from RCN. I couldn’t believe it after a whole year that they would do this.
I contact RCN and they tell me the $300 is for some unpaid charges and unreturned equipment. Excuse me? I DID NOT LIVE THERE ANYMORE AND NOTIFIED YOU OF THIS. Furthermore, instead of contacting me through email or phone number, they chose to send to collections after a year. I received no communication from them. These guys are a complete joke and it is almost scam-like what they do to people. I do not owe $300 to them. Customer service reps have generic answers and provide no help. Money-hungry, sad sad company. Steer very clear. There’s a reason they have a ton of negative reviews. Shame on you! Zero stars if I could.
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Response from RCN
Hello, Larsa! Thank you for reaching out to Astound Broadband. I would be glad to review your account and assist you with your billing concerns. Please private message us your account details so I can locate your account and better assist you. Thank you for the time that you spent as a part of the Astound service family. -Jackie
LobsangElmhurst, NY
Reviewed March 2, 2023
With grave concerns about the conduct of your company. I have experienced repeated instances of unsatisfactory service, including the unilateral increase of payments without prior customer acknowledgement or consent, the necessity for customers to negotiate for promotional offers, and the reduction of network connection speed after such negotiations have occurred. Such conduct is not only disappointing but also constitutes a potential breach of contractual obligations and other legal duties. We demand that your company immediately undertake an investigation into these matters and take appropriate corrective actions. All loyal customers, deserves the provision of fair and reliable internet services. The US Congress should pursue legal action to protect its citizen’s rights and interests.
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Response from RCN
Hello, Lobsang! Thank you for reviewing your recent experience with Astound Broadband. 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 your concerns. Please private message us your full addressso I can better assist you. Thank you for being a valued Astound customer! -Jackie
TammyNorthampton, PA
Reviewed Feb. 20, 2023
I'm frustrated at the increase of cable and internet. I recently changed to just internet. The pricing is cheaper and speeds faster for new customers compared to a long time customer of over twenty years! I have 400 Mbps for $57 a month (not including tax etc.) for new customers 600mbps is $45!!!!
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Response from RCN
Hi, Tammy! Thank you for sharing your recent experience with Astound Broadband. We know our customers depend on having affordable service. We'd be glad to review your account together to make sure you're getting the best possible value for your needs. Please private message us your account details so we can better assist you. Thank you for being part of the Astound service family! -Jackie