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Poor Service and Poor Customer Service
Posted by Sherrygallant on 05/15/2013
WOODSIDE, NEW YORK -- Do not use RCN if you want good service. It is a waste of money.

I recently upgraded to TIVO to save money and the quality has gone way down. I was told that my computer and television would work better and the opposite is true. Now I have trouble with my phone, internet and TV. I want to go back to the old way and they said that I can't. The service representatives are rude.

I am looking for another service.
     
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RCN Email
Posted by Krauss on 03/13/2013
VIRGINIA -- RCN. COM has to be one of the worst companies ever. We're completely held hostage to this company. Horrendous customer service, technical support and products. For over two months now they have been returning my email as SPAM and then today they started blocking all mail as being blacklisted by me. They have no clue on how to fix a problem after 6 phone calls that go on for hours. Problems never get fixed.

Tonight I talked to a supervisor pertaining to email issues and was told that he had no IT experience that he was just a supervisor. Now how is that. They hire people to supervise so-called IT staff and the supervisors have no IT experience. This is one reason problems don’t get fixed. You call RCN to report a problem and they never get back to you on the problem of get it fixed. Call back a week later and have to go around in a circle going over the samething you had to tell them the week before and it goes like this week after week.
     
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Posted by Alain on 2013-03-13:
There are a lot of complaints about this company both here and on other consumer sites. You may find these web sites helpful:
http://www.fcc.gov/topic/complaints
http://www.ftccomplaintassistant.gov
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Typical Complaint, with TWIST - (Actually a positive outcome.)
Posted by NickV on 12/09/2010
UNKNOWN -- Due to a problem on their behalf RCN cut off my email yesterday morning, and I spent a day and a half on 30 minutes hold --> disconnect, multiple 10-20 minute holds, listening to a recording raving about how great their service is, expecially on line, with occasional semi-conversations with virtually incomprehensable, incompetent, rude customer service people, 4 call backs not received, on and on and on. . . to the tune of at least a day and a half of wasted time, only to be told that maybe it would be fixed tommorrow, ( after one tomorrow came and went with no resolution)

Finally, I called the Headquarters in Herndon and talked to a lady in their executive escallated resolution team, who had a terrible cold, and was obviously not feeling good while she was listening to someone "straining to be civil" after all I had been trough. She asked if I could give her a few minutes and that she would call me back in 10 to 20 minutes. . . Within about 15 minutes I got a call that said she had sent me an email and asked if I got it, I told her I would check, and found that it was the first email received since they capriciously cut off my service. ( I had sent myself "test" messages 3 or 4 times from another account -- all of which "bounced" as undeliverable within 1-5 seconds.

She obviously got the problem resolved in 10 minutes where everyone else I had been attempting to deal with for 1 1/2 days had been unable to do so.

So the moral of my story is Please for your sake, and sanity if you have a problem you can't get resolved call their headquarters and talk to the executive escallation team and give them a chance, if all of them are like the lady I dealt with, I would bet the can solve your problem without being short, rude, incomprehensable, or wasteing your time.

It was GREAT to deal with a competent, pleasant person for a change!!!!!

NickV
     
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Posted by jktshff1 on 2010-12-09:
good review
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RCN is a SHODDY provider
Posted by Gek on 11/16/2010
ARLINGTON, MASSACHUSETTS -- We had RCN for less than 1 year. ON July 1, a Thursday, our on-demand went out. I called RCN. They took the call. The next day, I called again, they took the call. I called every day, July 1-5. Of course being a holiday weekend - I did not get any response on my service call July 6th. We then canceled our service on July 22nd for RCN's non-ability to provide service.
They then are billing us for 1 week of service after we canceled. We have tried calling. To no avail - No on the other end of phone can help you or resolve your problem and supervisors who can resolve the problem are not reachable!!! Our problem is not resolved, and we don't know how to resolve it.

DO not get service with RCN.
     
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My special needs under age child was playing with TV and pushed buttons and ordered 3 movies. Called RCN to have them remove they
Posted by Auditjacq on 09/09/2010
HERNDON, VIRGINIA -- My special needs under age child was playing with TV and pushed buttons and ordered 3 porn movies. Called RCN to have them remove they won't. What should be my next step?

I thought you had to have some sort of clause verifying you you were at least 18 to order. There is nothing like this. Isn't RCN selling Porn to underage children?

Not only am I concerned due to the cost but also what they are providing to children.
     
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Posted by Ytropious on 2010-09-09:
The thing is, it's still your responsibility to watch your child to make sure these things don't happen. They have no way of confirming that what you say is the truth. Think about it. I'm sure every day they get someone saying "I didn't actually order that movie my kid was playing with the remote" or some other story from people who probably DID order the movie and are trying to get out of it. I'm sorry, but lesson learned I guess. I don't know what RCN is, but through my cable you can set a parental password for pay channels and movies that keeps your kids from ordering. I'd look into that....
Posted by MRM on 2010-09-09:
Ytrop, you have said it first, set up a parental password. Bravo!
Posted by DebtorBasher on 2010-09-09:
You should have an option for parental control on your cable box, TV or whatever. Do you have that set? I believe it would be up to the company whether or not to waive those fees. Many people claim their underaged kids does this, and it's odd that it's always the 'porn' and not regular pay per view type movies. I'm not saying you're one of those people, but you have to realize, just how many dishonest people there are that will try pulling this on these companies.
In my opinion, all you can do is explain it to them and request the fee be dropped. Maybe even talk to more than one rep...sometimes, one rep will do what another is not willing.
Posted by Anonymous on 2010-09-09:
There is a lock channel feature that as others have said, requires a password, or unsubscribe to the channel or channels.
Posted by Anonymous on 2010-09-09:
I can see how, if a person didn't know it was an option, something like this could happen. RCN probably won't issue a credit, but I agree with DB, it doesn't hurt to try again. As much as I hate DirecTV's customer service, I will say when they were setting up my service, they walked me through all the options of how to set up parental controls and even block those channels from even showing up in the menu.
Posted by Anonymous on 2010-09-09:
Do not underestimate your underage special needs child.
Posted by werelucky on 2010-09-10:
Did they ask you if you actually see your son push the buttons to order these three movies. Were they ordered all at once or three different times? Special need carries a wide spectrum of issues, did they ask how old this child was? If they were ordered all at once then you should of been refunded, if they were ordered at three different times, well......
Posted by punxnotdead80 on 2010-09-10:
Special needs is no excuse for bad behavior.
Posted by jktshff1 on 2010-09-10:
What the others said. Parental controls was my first thought also.
Posted by PepperElf on 2010-09-10:
i'm now wondering if the movies were viewed or not.

saying that your "special needs son ordered it by accident" may work if the movies were not viewed but if they can tell that the movies were viewed the bill still has to be paid.

kinda like... if the same son was in a grocery store and grabbed a candy bar and ate it, it would still have to be paid for even if he didn't have permission to get the bar or if he didn't understand it.


as others have suggestion it may be time to add in parental controls.
depending on your son's age, it is possible that his body is sending out signals that he might not be prepared to deal with.
Posted by MRM on 2010-09-10:
Once you click the order button, it's done deal.
Posted by Venice09 on 2010-09-10:
That was my thought on this too, Pepper. If the movies were ordered accidentally by pressing numbers and were never viewed, then the OP has a point. If the movies were watched, that's a whole different story.

As far as RCN providing porn to underage children, that's not a valid claim. The parents provide the service in the house, and it's their responsibility to monitor their children's viewing. RCN has no way of enforcing age requirements of viewers, only subscribers.

I am curious how old this child is and if the movies were watched.
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Can this even be legal?
Posted by Xenocrisis on 08/14/2010
RCN has now taken to charging people an additional dollar on each bill paid (EVEN if paid on time), if you don't allow them access to your bank account for their auto pay program. Clearly they need competition in order to level the field and force them to behave ethically.
     
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Posted by Alain on 2010-08-15:
I think it's legal if they specify it in their contract, but I'm not sure. One thing I am sure about is they wouldn't get my business if they demanded, or tried to 'encourage' me to give them, access to my bank account for any reason. It's my account and it's up to me who gets access. If you can find another provider dump these guys.
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Can they do anything they promise?
Posted by TaranJames on 03/06/2010
Recently I decided to hook cable up in my apartment for my husband who is a HUGE hockey fan. I have heard a lot of bad things about RCN in the past, but I thought it would not hurt to give them a chance. My husband called RCN one day not too long after setting up our service to add the NHL Center Ice Package to our account. We were already almost half way through the season and he asked the representative on the other end if we can have a prorated amount for the service. We were surprised at how easily this could be done. We were also informed by this representative that the package would not only be prorated but broken up into 4 installments. We confirmed with the agent several times before hanging our call up that we would be receiving the NHL Center Ice Package for $120 total and pay that by 4 installments of $30, one installment for the next 4 bills. Thinking this was reasonable and not too good to be true, we happily accepted and not too long after the call my husband was plopped right on the couch watching the Washington Capitals.

A few weeks later the RCN arrives in the mail and I almost hit the floor when I saw the bill. It was $90 more than what I expected!!! They had charged me the whole $120 right then and there! My husband who is much more reasonable and even tempered than me handled the task of calling customer service to square this mess away. He spent nearly 2 full hours on the phone with several different people. He first spoke to a young lady, she reviewed our account for him and did advise my husband that, yes, in fact the package was added incorrectly and our account was not billed correctly either. However, she explained to my husband that she cannot change the feature now and that we would have to pay the entire amount our or services will be shut off for lack of payment. Of course my husband politely fought back on this and eventually she did place him on hold to speak to a supervisor. After 20 MINUTES, yes MINUTES! she came back explaining that neither she or her supervisor can make the adjustments. My husband calmy escalated to her supervisor.

Now my husband is speaking with a gentleman who is the first representatives supervisor. He begins to explain to my husband that when sports packages are added to a customers account they are NOT able to be broken up or there will be double charges. My husband could not understand how on earth you could be double charged if you are making a certain number of payments of a specific amount that will equal to the total cost of what you are buying, how you may be double charged. This supervisor however did offer us a $5 credit on all of our bills for a year. Rather than arguging with this supervisor he escalated over him. He held for 43 minutes this time.

Now my husband was talking to a manager who really seemed as though she wanted to help. She was able to make adjustments to our account so the total amount will be broken up as follows. On the next bill we would be paying 1/3 of the cost of the package, and on the next bill we will pay the remaining balance (2/3 of the cost of the package) along with the $5 credit for the rest of the year (which we did not ask for). Exhausted but happy with some sort of solution where we were able to meet them halfway, although I do not believe we should have, we agreed and though the nightmare was over.

Now I am looking at my RCN bill that I just pulled out of the mailbox no more than 1 hour ago, and I swear if I were Mount St. Helen I would destroy earth! I am about to blow! Not only do we still owe the whole $120ish for the package but we did not receive that $5 credit we were promised. I working for customer service for a cell phone company have a understanding of how billing works. Maybe this bill was produced before the issue was allegedly resolved. I gave them a benefit of the doubt and just called into the automated system to hear my account balance. I was assuring myself the whole time I punched in my 13 digit account number that I would not hear the same amount printed on this paper, it would be lower and I could just kick off my shoes and relax.... I was wrong.

Nothing had been fixed! I'm fuming mad, I filed a complaint with the BBB. I am calling RCN first thing Monday morning and they will not be speaking to my husband. They will get the wrath of the account holder and I will make sure I get what I was promised. If I do not, I will rip all of their equipment from my entertainment center and return it right to their customer service office and cancel my service right then and there. They will not see a penny from me, but they will get a taste of legal action.

My advise, if you have a choice, do not choose RCN.
     
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RCN is the worst company out there!
Posted by Snifflesmcg on 01/15/2010
100 BALTIMORE DR, PENNSYLVANIA -- I have been with RCN for 10 years now because they are the only company that offered the phone/cable/internet bundle. In that time, I've been SO unhappy! One may say "Why don't you just switch", it's because RCN is a monopoly in this area and I have no choice. They have horrible customer service. I set up a password 7 years ago on my account. Today they tell me a can not access my account without a NEW password and I can't set it up today, I have to fill out the letter they were going to mail me and then I can find out some information.

They gave us converter boxes a few months ago....charging us $3 per converter box, I needed two. They came out, set them up and I had a pixelated picture for a week. After asking for a credit, the gave me (hold onto your socks) $2.37! Oh and another thing, my very expensive Tivo didn't work like it used to due to only one tuner in the NEW converter box that I did NOT want in the first place. I was forced to buy a new HD Tivo for $300!

Since I had a bundled package, I had 5 phone features. Well, that was thrown out the window and then they started charging for the features that used to be free and then raised my package price without my knowledge.

The internet is constantly slow and often disconnects due to the router they have given me (for the price of $3 per month for renting it).

Last year they took away channels I had gotten for free and added them to the premium package that you have to pay extra for (like TruTv).

I am going to buy a house someone in a different area just so I can move away from the endless crap that I have dealt with for all of these years. If you were smart, stay away from these crooks.
     
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Worst experience with RCN. I WOULD NOT RECOMMEND RCN TO ANYBODY.
Posted by Ronak on 12/12/2009
LONG ISLAND CITY, NEW YORK -- I had the RCN account for almost 2 1/2 year. I then had to move out of city in July so I needed to close the account. I called customer services to cancel it and they directed me to the billing department for cancellation of service. I had to wait for almost 35-45 min every time I tried. I am a busy person and can't hold phone for more than 30-40 min. So I could not get hold of them. I got that RCN connection from a person seating in the lobby of my building claiming himself as RCN agent. Almost all the residents who had RCN in that and surrounding buildings bought connection through him. His name is Zareef. I tried to call him to let him know that I need to cancel this connection as I was moving out. He never responded. Till the day of my moving, I was trying one or the other way to know what am I suppose to do with the modems. At last I left modems in the apartment and informed the owner of the apartment. After reaching my new place which is in different state, I tried RCN again to let them know that this is the case. A customer representative would take the call but would not help me to resolve my problem stating its job of billing department even after knowing that billing department won't take "cancellation call" before 45 mins. I stopped trying further as I did my bet enough. In October I got a phone call from RCN asking if I still live in the same apartment because someone called from that address for new connection. I told them the whole story and they then canceled my account!!!!!!! Let's say if no one would have come to occupy that apartment, RCN would never know whether I am still there or not. Ridiculous. They charged me with good amount of money for not returning modems. I told them that I tried what I could but could not get hold of them. That's not my fault. No one has time to hold phone for 45 minutes to cancel the service. I demanded explanation and told them that I am not going to pay this money because its not my fault. If their claimed agent is not responsible to call me back, I am not suppose to pay for their carelessness. Now I have received a letter stating that they might inform the credit bureau which will spoil my credit history. This is sort of harassment. I don't have any other choice but to pay that money. Additionally they have added some service charge strangely for using their service which I have stopped using for last 6 months. This is really ridiculous. This RCN company is very careless and don't care about customers. I WOULD RECOMMEND NOT TO TAKE THEIR CONNECTION BECAUSE SOME OR THE OTHER WAY IT CAUSES TROUBLE.
     
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Their services
Posted by Beauty4ashes on 08/21/2009
RCN sucks. How can a city as big as Chicago only have two cable companies, that both sucks by the way? RCN doesn't have many options to chose from, and if you have problems with your services you can expect to be credited O for all your problems. Then the customer services representative don't speak good English and they aren't helpful at all. I wish Chicago will look into having better cable companies here. And they are too high for the lousy services that they provides
     
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Posted by Anonymous on 2009-08-21:
What is the other Chicago cable provider?
Posted by Anonymous on 2009-08-21:
I think Comcast?
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