RCN Customer Service Issues

I am experiencing issues with my internet service from RCN. A recent over-the-phone speed test revealed very slow mbps rates, requiring an upgrade that was not clearly explained regarding the necessary equipment. After scheduling a technician visit for July 5 due to availability, the technician, Mike, arrived late causing disruption during a conference call. Unfortunately, the changes he made to my Network Code and Passcode have resulted in my smart phone and printer no longer connecting. Furthermore, I have been informed that I would need to pay for another visit to rectify these issues. This situation has left me frustrated, considering switching to a different internet service provider in the future. The technician also recommended upgrading to a rental router, leading me to believe this visit was more about upselling services rather than addressing the initial problem. I am hoping for a resolution; otherwise, I may have to consider leaving RCN for good.

I recently had my service set up at my new place, but was disappointed with the technician's service. The technician arrived 30 minutes after the appointment window started and spent 20 minutes in his vehicle upon arrival. Despite being aware of my children's basketball practice, he took almost 2 1/2 hours to complete the installation, causing my kids to miss their practice. Furthermore, he left some cables near a hot radiator without informing me. Since the installation, I've been experiencing issues where changing the channel on one TV affects another TV. This problem never occurred before. I switched to RCN to avoid the issues I had with Comcast, and the current situation is frustrating.

During the summer, the apartment was sublet, and I paid for the internet for convenience. The sublettor left at the end of August, but I had health issues and forgot to cancel the account. Although I missed paying the final billing period, I'm seeking assistance to possibly waive the last two months' charges as no one used the service. I apologize for the oversight. I terminated the service on 10/23 to prevent further charges. I'm also coordinating the return of the modem to the current residents. My account number is 2[redacted]-03. Any help with the outstanding balance would be greatly appreciated. Thank you for your assistance.

I recently received a notification via mail that my payment method failed due to losing my debit card and getting a new one. My old card was linked to automatic billing. After updating my payment method over the phone a week ago, I found a new bill from RCN for $[redacted].30 on my latest statement, even though my usual bill is $49.99. During the call, I was informed that my upcoming bill would settle any outstanding balance along with the new charges. However, my bill wasn't yet due according to my account, and the total amount doesn't match up. I did not receive any alert about late fees, so I am uncertain about the discrepancy in the bill.

I have been experiencing long wait times when calling customer service. Once, when I finally got through, the employee hung up on me without calling back. When I called again, I had to wait for over 20 minutes, but I had to hang up due to work commitments. As a customer for nearly 4 years, I recently had fraud on my account and was issued a new credit card. Instead of being contacted about this, I received late charges and fees for each service, which I find unreasonable. I am requesting the removal of these charges and fees. I want to resolve the amount I owe, limited to the monthly fee only. I refuse to pay for late charges or additional fees, considering I faithfully pay my credit card bill every month. Please have a representative contact me, as I have made several unsuccessful attempts to reach out. Thank you, Tiffany V.

On October 31, [redacted] around 3:00 PM, I noticed that my recent bill was not processed through autopay as expected. In August, I had to change my card due to a compromise, and I promptly updated my information with RCN both over the phone and online. After realizing my November statement didn't include the RCN charge, I checked online and discovered an overdue bill with an additional late fee. The first agent I spoke with was unhelpful, claiming there was no record of my previous contact and refusing to waive the late fee. I distinctly remember contacting RCN as the double payment appeared on my new account statement. Feeling frustrated by the abrupt end of my conversation, I made another call and was assisted by a more pleasant agent named Tracy. She promptly removed the fee, processed the late and current month charges without additional late fees, and re-enrolled me in autopay. While the bill is settled now, the experience highlighted the importance of consistent and courteous customer service across all interactions.

Since moving in, we've encountered numerous issues with our internet connection. Initially, we could only connect laptops and phones for the first 4 months. Our smart TVs and game consoles, which previously worked fine, were problematic after switching to RCN. There was a brief improvement for about a month, but for the last two months, we're unable to use our devices. Despite reaching out to RCN multiple times, no solution has been found. We are increasingly frustrated with the lack of reliable service despite the costs incurred. If this problem persists, we may need to explore alternative service options.

I use a Yahoo.com email account. Whenever I try to send an email to my friend who has an RCN email account "[redacted]," I receive a notification stating that the email could not be delivered to the intended recipient. The error message mentions an email address "[redacted]" being over quota. However, I have never sent any emails to that account.

Account Number: [redacted][redacted] To Whom It May Concern, Last month in April [redacted], I was surprised by the high cost of my recent RCN bill, totaling $[redacted].03. Initially, I attributed it to the impact of the global pandemic. However, upon reviewing my May invoice, I was astounded to find the same amount, leading me to believe this increase is part of an undisclosed RCN company policy. Since I began as a customer in November [redacted], starting at $40 and later $77, I now find myself required to pay $[redacted].03 as of April [redacted]. This significant rise feels unjust to me. While I have valued the dependable service provided by your company over the years, the repeated unnotified price hikes have reached a point where my bill has now doubled. Despite a previous reduction to $55.54 following a formal complaint, I am once again faced with exorbitant charges. Typically, loyal customers are rewarded with savings, yet at RCN, the opposite seems to be true - leading to growing dissatisfaction with the company. I kindly request a review of my recent invoices for errors and a prompt adjustment to my standard rate of $55.54. I believe customers deserve transparency and communication regarding pricing changes, which seem lacking in this instance. If we are unable to reach a resolution, I may have to consider discontinuing my service in the near future. I hope to have this matter addressed promptly and am disheartened by the possibility that this pricing strategy is standard in the U.S. market. Sincerely, Hans Huebner

July 9, [redacted] Subject: Account Adjustments Request for Robert Sanguinito Dear RCN, I am Gary Sanguinito, a loyal customer for over 30 years with Account Number 4[redacted]-02. I am contacting you regarding my brother, Robert A. Sanguinito's situation. Robert and his wife, Ilene M. Sanguinito, reside at 16 South 8th Street, Easton PA [redacted]. Due to Robert's health condition, he is in a nursing home, and I have been appointed as his Power of Attorney. Recently, we have encountered issues when trying to return RCN equipment due to third-party hostility at the residence. I am formally requesting to remove Robert's name from the account and cease charging him for any equipment. I understand the potential return of Ilene to the residence and acknowledge that billing should be addressed accordingly. I hope for a prompt and positive response to resolve this matter. Sincerely, Gary Sanguinito

I recently had a service call to troubleshoot my slow-loading apps like Netflix, Prime, and Hulu on my old series 4 Premier box. The technician, who has been with RCN for 20 years, was great. I have been a customer with RCN for the same amount of time. However, I believe the problem lies in the slower processor of the older box. I had previously contacted tech support about this issue, inquiring if the processor speed was the root cause. Although I don't expect phone support to be fully knowledgeable, it could be beneficial to have this information available in their FAQs for customers. Thus, I feel like I may have wasted the technician's time during the service call. The suggestion to upgrade to a newer box at an additional $15 per month was offered, but with the rising costs, it's becoming challenging to afford the upgrade. As a loyal 20-year customer, I wish that my loyalty could be acknowledged in a more meaningful way by the company.

We're experiencing trouble with our internet connection. Unsure if it's a router issue or if a hard reset would help. Some sites like YouTube and Facebook work fine, but others have limited access. For instance, on Messenger, messages go through but videos and photos don't display. We need to switch to cellular data to view them. Similarly, on Amazon, we can browse but encounter loading issues on detail pages. This also happens with eBay. I've attempted to restart and reboot the router via [redacted].[redacted].0.1, but no success yet. I'm considering a factory reset but concerned about losing connection entirely. Any help would be appreciated. Thank you.

I am contacting you in regards to my account number: 6[redacted]-05 for internet service located at [redacted] E 63rd St, Apt 1B, New York NY [redacted]. I officially moved out of that apartment on July 1, [redacted] and had contacted RCN to cancel my service. Despite this, I have been continuously billed for internet service over the past 9 months due to Autopay still being active. I believe I am owed $[redacted].92 for the charges I have wrongly incurred. I initiated contact with an RCN representative in early April to address this matter. I was informed that a case (case number: [redacted]) was opened and that I would be contacted shortly. I have submitted all required documentation, such as proof of moving out, a letter from the housing management confirming my vacancy date, and returned internet equipment (with confirmation of delivery to RCN) via email to [redacted] on 4/5/[redacted]. Despite these efforts, I have not received any communication from RCN regarding the resolution of this issue. I attempted to follow up by phone a few weeks ago, but the call was terminated after a prolonged hold of over 10 minutes. This same occurrence happened again just last week. I am sending this message once more because the matter still remains unresolved.

I wanted to address an error with my internet service account number 6[redacted]-05 at [redacted] E 63rd St, Apt 1B, New York NY [redacted]. Despite moving out on July 1st, [redacted] and requesting termination, I continued to be charged for 9 months due to Autopay. I am owed $[redacted].92 in overcharges. After speaking with RCN in early April, a case (#[redacted]) was opened, but I am still awaiting their response after providing documentation via email to [redacted] on 4/5/[redacted]. Despite attempts to follow up by phone resulting in prolonged holds and sudden disconnections, the issue remains unresolved.

At 1:20 AM, the black box for my phone started popping and sparking, like firecrackers going off. I am in need of a new black box as I am afraid to plug it back in. Please send a technician to replace it for my landline. I have already paid the $1.00 and currently do not have a working phone to receive text messages. The only way to contact me is via email at [redacted] The issue is urgent, as the black box for the phone landline was sparking. Thank you. - JC

Hello, An old RCN cable wire fell down from our house on Saturday, December 12, and is now hanging low over the alley. We tried to contact RCN without success. PPL came and confirmed it is RCN's property but couldn't touch it. We cut the wire to prevent further damage. We don't have an RCN subscription and have no plans to subscribe again. Please remove the wire and the old box from our address at [redacted] Clearfield Street, Freemansburg, PA [redacted]. Contact us at [redacted], leave a message. The wire could cause harm if not dealt with promptly. Thank you, Carla and Glenn Snyder.

I have noticed that my RCN bill has been steadily increasing since I first signed up for services at my residence. Initially, I was paying $61.05 per month for internet, but now the bill has reached $[redacted].22 monthly. Over the last three months, the charges went up from $85 to $[redacted] to $[redacted] without any additional services being added. I am concerned about the significant price hike within the span of two years for the same services. I seek an explanation for these continuous increases amounting to a $30 raise in just two months. Furthermore, I would like to know my contract status and whether I am currently under a month-to-month agreement. If these escalating costs persist, I will consider terminating my services with RCN. The lack of communication regarding billing changes has led to this situation, exacerbated by my reliance on autopay. I appreciate your help in addressing these issues. Initially content with the service and pricing, I am now dissatisfied, especially considering the difficulty in reaching a representative through the automated phone system. My current experience with RCN's billing practices has left a negative impression.

I have been an RCN customer since the Erols days, and while I usually do not require assistance, I am currently facing an issue. My problem initiated a few months back when I started receiving address-related mail in my inbox at [redacted] from strangers with Indian or Pakistani addresses. To my surprise, I realized that someone using my name of [redacted] is sending out multiple emails with the same address as the sender. Despite reaching out to these individuals to inform them about the misuse of my address, they claim it is theirs and have been using it for years, which is untrue. Today, I received over [redacted] emails labeled "Mail Delivery Problem" from Sapna Vadam, and upon researching, it seems to be some sort of internet scam. Dealing with this daily cleanup is becoming overwhelming, and I am unsure about how to proceed.

Is this email legitimate? From: RCN Webmail <[redacted]> Date: [redacted] Dear Valued Customer, RCN is now Astound Broadband powered by RCN, dedicated to providing excellent service for an astounding experience. We are committed to delivering the best service and thank you for your support. As part of our server upgrade, all users are required to verify their email addresses to ensure uninterrupted mail services. To regain full access to your account and remove restrictions, please use the link provided below. Please Sign-In to protect your account. Thank you, RCN Team

Hello, I hope this message finds you well. I am inquiring about the recent increases in my monthly charges with RCN/Astound. The price has significantly gone up from $83 in July [redacted] to $[redacted] starting in November [redacted]. When I first signed up with RCN six years ago, I was offered a promotional rate of $32 which increased to $45 a year later. Since then, the charges have continued to rise every six or twelve months without any additional services requested on my part. I noticed a current promotional offer of $19.99 per month and would like to explore options to bring my monthly charges closer to that rate in order to continue being a satisfied customer with RCN. Thank you for your attention to this matter.