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RCN Has Questionable Practices
Posted by FlatFeets on 02/25/2008
NEEDHAM, MASSACHUSETTS -- RCN has some shady business practices when it comes time for you to cancel service, whether you are moving, or are just fed up with them. Service can only be cancelled by reaching their so called "Service Department" which does not have operating hours convenient for anyone with a day job. When you do have time to call, you will be on hold for as much as 45 minutes or as long as you can stand it.

So expect to be making multiple calls.

The only other option is to take all of the equipment (cable box + modem) to a specified RCN office, in which case they still attempt to bill you for the next billing cycle.

In October 2007 there was a class action lawsuit filed on behalf of consumers in the state of New York against RCN specifically for such practices. (It would be nice if there was a filing here in the Boston area on behalf of Massachusetts consumers.)

If you are shopping for a Cable provider, I would not recommend RCN based solely upon my experience with them.

Their practices actively and deliberately place consumers at a serious disadvantage.

     
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Posted by SBee on 2008-09-08:
I am usually able to resolve matters with customer service, but have found RCN to be impossible to deal with. This is all true-- hold times of over 40 minutes; outright lies about fees; contradictory information by reps; poor installation..... They are definitely shady and unconcerned with ethics or customer service.
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Horrible Experience With RCN In Boston, Do Not Buy It!
Posted by Mikedinboston on 07/14/2008
BOSTON, MASSACHUSETTS -- I signed up with RCN in May of this year and they scheduled and came out and installed it. The following morning I was trying to watch the local news when a radio broadcast was all I could hear on the local channels, the rest of the channels came in fine. I contacted RCN and was told they would need to charge me $45 to come out and assess the problem. I told them absolutely not, the cable guy had acknowledged that he was out of time and did not get to the bedroom hook up, would I be OK, I said sure. CS said because it was a failed install that they would contact me to fix it for no charge, I just needed to be there. They never called. I had asked to speak to the supervisor, they refused to put one on.

Over the next few weeks, I experienced many signal problems on the internet and television. Each time I called in, I was on hold for a half hour listening to a message about problems they were having in NY and never got through. I finally called them from work to cancel, they would not let me because I did not have my access code for my account and could not remember my favorite food or vacation spot (my verification prompts). I told them there was a reason that most companies use mother's maiden name, etc, they are facts.

I finally was able to remember my access info. a month later and was able to cancel. I asked them where I could drop off my box, there were no Boston locations. I asked what the hours were for the non-Boston locations, and they were Mon through Friday, not during work hours, so I would need to take a half day to get rid of the box. Finally, they agreed to pick up the box when I suggested they could pick it up with my door man. They charged me a $50 pick up fee. I called back to verify the disconnect and pick up. They had the right pick up date, but no note to get the box from my doorman.

In the meantime, I had forgotten to pay my bill, they called me from an automatic service at 7PM and told me to call the 1-800 number, which I did right away, but the office was closed, they close at 5.

Today, the service is gone, but I got a notice that they were disconnecting my cable because I was behind by $34 on my account. I figured I would wait to see what the net is since I pay in advance and should actually be due a refund.

The service itself was sub par. They have around 4 PPV HD movies and no free on demand content. Compare that with Comcast, which I got for less and you are talking about a horrible package. But, what really stands out for me is how inept the customer service is. The timing of the call, the hours the CS group is available, etc. I don't think this company should be able to report on your credit report because they are thoroughly clueless. This is the first complaint I have written in my life. I can usually work out any discrepancies over the phone with CS reps, since I am only asking for what is fair. I would recommend that no one buy this service and will continue to pursue any avenue I can find to complain.
     
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Poor customer service and not providing service paid for
Posted by Ndavalos on 03/01/2004
CHICAGO, ILLINOIS -- I purchased a static IP address from RCN in July, since then it has changed 5 times and it takes up to 2 weeks at times to get the IP address that I paid for restored. Since the beginning of February, I lost the static IP again, and my cable modem service stopped functioning. RCN refused numerous times to restore the IP address that I paid for. Shortly after getting connectivity again, I lost service and it took a week and 5 technicians to find the problem and correct it. The my service lasted a day after that. They have sent 2 technicians out to check my lines (which I requested). Both technicians did nothing and left. During the second attempt at getting a technician, he showed up, refused numerous times to perform the repairs requested and attempted only to sell me more services. He was not called to sell me services, only to fix my problem. I called back and was promised his return that day. After an hour of no confirmation I called back and spent 2 hours on hold only to be told that they would not fix my problem. They have scheduled another technician, but I seriously doubt that the technician will do anything upon arrival. I have been lied to about my service being fixed, and overheard conversations while on hold between co-workers on the customer service line talking about drinking alcohol at work. I have been promised that my problems would be fixed I call but nothing happens. It has been a month of no resolution. I have been told by the supervisor of their call center on 2/28/04 that she did not care about my problems because I was not a corporate account customer. The technician that came on 2/28 refused to give me a signal amplifier and refused to test the signal strength on my cable line. I have spent over 15 hours this month on hold and over 8 hours waiting for technicians in this past month only to not get anything resolved. I have asked to speak with technicians concerning my problems and told that they will not speak with me. My home business is loosing money and customers over this and there is no remedy offered for my loss in revenue.


The customer service representative do not provide information or assistance with anything not involving just turning off my cable modem and plugging it back in. There is something more to this issues than simply unplugging my modem and plugging it back in. It is obvious that there is something else wrong at my residence, and they refuse to fix the problems. The supervisor that I spoke with on Saturday explicitly told me that the customer service representative that promised to transfer me to my local dispatch office probably transferred my back into their queue, which means I was lied to about who they were getting for me to fix my problem. I was also lied to about the fact that the technician was going to return to my residence that same day and actually fix my problem. I have lost a lot of time and energy that could have been devoted to my business trying to deal with this issue.
     
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Posted by rovinghcontact on 2007-07-22:
FREAKIN LIERS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!POOR CABLE BOX/ POOR CUSTOMER SERVICE/ POOR MANAGEMENT TEAM/ POOR PRODUCTS/ POOOOOOOOR PORRRRRRRRRRRR POORRRRRRRRRRRRRRR!!!!!!!!!!!!!!!!!!!1 EVER THING1!!!!! DO NOT DO BUSINESS WITH RCN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!!!!!!!!!!!!!!!DO NOT DO BUSINESS WITH RCN

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!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!DO NOT DO BUSINESS WITH RCN!!!!!!!!!!!

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RCN - Run as fast as U can away from this CO.
Posted by 7777777 on 11/22/2010
HORRIBLE cable service/Customer service. NEVER DO BUSINESS WITH THIS COMPANY.

     
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12.95 for name change
Posted by Kthomas360 on 09/04/2010
RCN wants to charge me $12.95 to change my name on the account. I expected to pay for my driver's license and passport when my name changed, after all, those are new official documents that have to be created. But this is literally a data entry task. I haven't run into ANY other charges with banks, credit cards, or utilities. This is outrageous.
     
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Posted by spiderman2 on 2010-09-04:
I changed my name when I got married on my driver's license and social security card it didn't cost me anything.
Posted by FlShopper on 2010-09-04:
Not sure what RCN is, but can you just leave your name the way it is? I wouldn't pay anything for a name change..I can't believe they're trying to charge you.
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LETTER TO RCN ABOUT SERVICE AND "FRAUD"
Posted by Pissedrequiredrcncustomer on 04/09/2010
CHICAGO, ILLINOIS -- Letter to RCN Fraud Dept 4/9/10....explains the complaint pretty well....

I have spent almost 7 hours dealing with YOUR company today. I am sure if you look up the notes you will see everything, however what you will NOT see is the way that the employees who spoke to me actually spoke to me. I was called a deadbeat, liar, loser, was told to "F&#@ OFF", yelled at, talked over, hung up on, told to quit calling, quit talking, shut up, and the list continues, but I am sure that was NEVER noted in the notes in fact I know it wasn't because I just talked to someone who was nice enough to take all of these notes about how I was spoken to, and how horrifically I was treated today by your company. My mother was called a liar, was told she sounded too much like me, was told that I was a deadbeat, to never call, and again, to shut up and again, I could go on....MY OWN MOTHER.

I had service all set up for about 2 weeks now at my new condo, there was never an issue, there was never a problem. I even called to confirm set up time, and then received a call, after all of this even, confirming the set up tomorrow. However, at 940 this morning, I receive a voice mail from RCN stating "you're account's been terminated please call financial services if you still wish to have service". Which quite frankly after that, I didn't want service, but unfortunately, and sadly I truly mean unfortunately, RCN is the only company that serves this building......for now. I believe the contract with our building is up on June 1, and this is not the first occurrence of something happening like what happened today.

Someone.....with the same name....which, please, correct me if I am mistaken, Chicago is the 3rd largest city in the country, chances are....someone has my same name.....DIFFERENT SSN and DIFFERENT PAST ADDRESS had RCN and owed a balance. I am SOMEHOW being pinned for this person! THAT is just the beginning of it! They then have proceeded to talk to the condo building MANAGER, and told her that the OWNER of the unit would have to call and set up service. So, I then called RCN back to check to see WHO he needed to speak to and WHAT he needed to do. I was ever so nicely informed that no matter what, NO ONE WILL EVER GET SERVICE IN THAT UNIT....EVER...EVER...EVER and the words were, not the owner, not your mother, not the manager, not John Doe, NO ONE will be getting service there. I was again told to quit calling, to quit arguing over how ridiculous this is, and to just shut up and if it true that you didn't live there then prove it.....then she hung up. I WAS NEVER GIVEN EVEN HOW TO PROVE IT!!!!!!! FINALLY, I called back again, hoping, in a way to get HER again, but thankfully got a woman who was very nice, and gave me your contact information and then said she was putting in the system how horribly I was treated and talked to. I can say that I have NEVER IN MY LIFE been treated the way your company has treated me or my mother in my life. Quite frankly, if I didn't HAVE to have your service, I sure as heck wouldn't, I have NEVER IN MY LIFE been talked to or treated so horrifically in my entire life, truly, NEVER. I will be filing a customer service complaint with the BBB, because oddly today...no one had a manager....

Then I am told, as icing on the cake, that "yeah little fairies just decide to put in different ssn for you so you look like you have fraud" and my response was....."actually, every time I call, there is a new number in there, so I truly believe that is what YOU are doing, and I will go to EVER length to report you and what you have done."

I have had my identity stolen, but this person doesn't even have the same ssn! I want this taken care of, I want to ensure that service is placed in this unit. I don't want your internet or your phone. I want cable and a DVR box and THAT IS IT. I want to deal with RCN as little as I possibly have to after this. Regardless, I want this taken care of immediately. It is the absolute LEAST your company can do after what you have done to me!!!

I expect to hear from you within the next 72 hours via email or phone. When contacting me, I expect this to be resolved and the unit be released from whatever it is this jerk did to it and did to me. This "Jerry who has no manager" better watch who he speaks to like that, because one of these days he will get an attorney wanting nothing more than to see him in civil court for slander, and that is just ONE of the things he did today, and he wasn't the only one.

I expect this to be resolved by Monday at 5pm central time, which means a phone call and an email from one or both of you, if it is not, I will take a look at what legal action I can be taken to resolve this matter as it should have never happened to begin with, but you can thank everyone on the phone today for allowing it to get to this level.

Thank you for your prompt attention to this matter.
     
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Posted by idontthinkso on 2010-04-09:
Wow..

I'm already leery of users with the name of their complaint AS their user-name... But if even 1/10th of this was true, I'd sue!! Find out the local laws about recording phone conversations and call back!
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DO NOT SUBSCRIBE TO RCN
Posted by DownwithRCN on 01/05/2010
Do not subscribe to RCN. Their customer service is the worst. They have a contract with my housing provider, so they are the only cable TV service available. When I tried to set up my appointment, they never came, twice! They have a horrible message saying how you will be charged for missing an appointment, but they wasted two full days of my time. Each time we called customer service they said the same thing, the person is running late and will be there in a half hour to an hour. The person finally did show up and yelled at my husband for not going to a remote location to pick up the cable box!

Everytime we have a problem, it takes forever to talk to a person. By the time I get through to someone, I am seething with anger, and when I tell the reps that the phone system/service is horrible, they hang up on me! I just tried to deal with a representative and she was rude, interrupted me, and was not listening to me. I had to repeat myself several times just to get through to her.

Our TV is regularly missing BRAVO in HD. Why are we paying for TV Channels they do not provide?! They couldn't figure out what's wrong, so now they're "sending a stronger signal" to my box. I can't imagine having to do this stupid routine every time a channel is missing. They are unreliable, rude, and unhelpful. I would cancel my cable if my husband didn't love sports.
     
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Posted by tnchuck100 on 2010-01-05:
'...now they're "sending a stronger signal" to my box.' - Pure BS. Yep, you are dealing with idiots! They are just saying anything so you will just go away.

Call them. Point out to them: "No service. No pay." They do understand no money.
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Cable/Internet service gone bad
Posted by Jojok on 12/22/2009
ABSOLUTELY HORRENDOUS. If you have a choice, DO NOT PICK RCN CABLE.
It would take an entire book to describe everything that went wrong from when I first started service with them back in August, but a few things to point out:
1) No shows. I waited an ENTIRE Saturday morning and afternoon waiting for a technician to come out who NEVER came. NEVER got a reply from RCN apologizing or explaining what happened or even to reschedule a later date/time.
2) Unreliable service. For an entire month my internet was so weak, it took 10 minutes to buffer a youtube video (no joke, I ran multiple speed tests and got less than 1 mbps almost every time). To make a very long story short, it took an additional 2 weeks AFTER I upgraded from a 3 to 10mbps in attempts to improve the speed of internet I was getting, for them to get the signal through. In the end, I bought my own high-quality modem and router because I was convinced it was their crappy modem that was causing problems. I turns out it had nothing to do with the modem, or the router, and they couldn't even tell me straight up what had happened. How much was I reimbursed for 5 weeks of LESS THAN 1mbps speed of internet service, when I originally paid for 3 and then later 10mbps?? A whooping $8. And that was after arguing because they originally gave me $4. RIDICULOUS.
3) Crafted to cheat you of your money. To be fair, it's obviously the name of the game of any service company, regardless which one it is, to try and trick the customer in to paying more. I get that. But because I did, I thought I was extremely meticulous from day 1 when I insisted on having the representative explain every single detail of my bill. With my cable/internet package, came HBO that I didn't even care for, so a month in to my service, called to get it canceled. I was told it would be, but later got a bill for $20 more than my usual bill. Another long story short, I called in again later when I realized what was going on, and was reimbursed just $3 for canceling the service that day (so I was charged for almost a month of "off-trial" HBO service). If you don't sit and wait by your phone the moment they activate paid channels you didn't want in the first place, then you'll be losing money.

     
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Posted by BEJ on 2009-12-22:
Are they your only option?
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RCN's EXECUTIVE COMPLAINT DEPT
Posted by Revelinit on 12/07/2009
I too am sick and tired of RCN, and after some digging online, I found this number for their Herndon VA headquarters. When you call it, they can direct you to the Executive Complaint Dept, I called after hours (different time zone) and left a message. I don't know if this will get any resolution, but it gets me past their English as a second language customer service jerks. Good Luck!!! 703.434.8200
     
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RCN Cable Internet Phone
Posted by Cabezon69 on 10/12/2009
We got RCN and we are very happy with the service. I was worry about it because the reviews are terrible but you really need to try it to see the true. Anyway the picture it's awesome and they have more HD channels. Internet it's a blast.

Thanks RCN
:)
     
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