DREXEL HILL, PENNSYLVANIA -- My RCN Bill was just increased to $121.00 a month effective 1/1/15. I paid my first Bill on Jan 15th. Today I received a bill in the amount of $214.00. When I called customer service I was fed a line that I called to decrease my service and this bill was printed before that request was made. They said they would prorate my bill to $121 but for this month I have to pay $137??? I never made the call. They said I made and refused to answer me regarding why I have to pay $137. Customer service is not good and not knowledgeable. What a waste of time!!! How does a bill increase that much in a matter of weeks? $121.00 is my bill and should be what I pay for February.
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 same thing you had to tell them the week before and it goes like this week after week.
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 - None 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.
MASSACHUSETTS -- Well, another 40 minutes on hold & why? Because they sent me a letter of service suspension and I want to find out why. I received their latest invoice last week, and the notice of suspension arrived today. Only the current month is owing, nothing else. They have also left phone messages about the non-payment. Their representative told me that it was all automatic and there was nothing she could do - but that I was overdue by 1 day. So the notice of suspension was sent out before the bill was even due! Their rates are not even that good anymore - time for a change.
BOSTON, MASSACHUSETTS -- I've had RCN for the past two years and am moving out of state. Their rude customer service person told me I would have to pay for an additional 10 days BEYOND my regular billing date (which is already 10 days out). They said their final billing process is long and it takes that long to get the technician out to turn off the service. As if that is my fault! I just cancelled my electric service, cell phone and newspaper with no "disconnect policy". When I complained to a supervisor, she said that I "was lucky-- it's usually longer than 10 days." I've also complained to the BBB in MA, where there are already 59 complaints in the last 36 months.
CHICAGO -- I have had technicians out multiple times. The service will just stop working and it is always a problem with their wiring, their converter boxes, etc. I have never been charged for a visit because it has always been their equipment or wiring. Having said that- there's only so many times you can deal with horrible service no matter whose fault it is. So I came back from out of town and figured that I must have forgot to pay the bill because the broadband and cable weren't working.
I called tech service as it was too late to call customer service as they only have 9-5 hours (which are useless for working people- but I digress), so while speaking to a tech rep they told me that they weren't able to send a signal and getting no response so they would have to schedule a tech visit, that there was something wrong on my end. I told them it would have to be a Saturday since I work for a living. That was on a Monday or Tuesday so the next day I got one of those automated calls- "your service has been suspended for past due amount of $150.00", so I called and made the payment.
The guy at customer service told me that there wasn't a technical issue, that the service was suspended because I didn't pay. The rep then cancelled the tech visit. I went home that night and guess what? No service. So I called tech support (customer service was closed of course) and the girl says "your payment just didn't go through yet, give it another day". So guess what happened the next day? Right, NO SERVICE! So I went to work, and called customer service. I gave her the whole story. She tells me there have been multiple outages in my area (the first time I heard that).
She told me that my service was down prior to the payment being late or service being suspended so that had nothing to do with the problem (first time someone gave me that information) and she told me she couldn't help me refresh or send a signal to the converter until I was home, even though no one else was home and the TV was off. I told her "when I'm at home- so are all of you!" She said I would have to wait and call tech support then. I told her to reschedule my appointment that was cancelled erroneously by the RCN tech support because more than likely someone still needs to come out.
She said, that Saturday was now full and I would have to wait another week until another Saturday would be available! I said, "surely since I wasn't to blame you can squeeze me in. I mean your people cancelled it because they didn't know what they were doing. No dice, too bad lady, deal with it! " I have premium service, all movie channels, plus broadband wireless service. I order pay per view once or twice a month. I would think I was a valuable customer but none of that mattered.
They treated me like crap, none of them seemed to give a rat's..., one rep could hardly speak English, and uuhhhed and ohhhhed so much they sounded like a moron. Not exactly award winning, loyal inspiring customer service. In fact there was no customer service at all and all of them were aloof and obtuse. Oh and during all my calls I asked for the 800 or 888 number where I can automatically refresh or have the system send a signal to my converter boxes- without talking to someone- but no one could ever give me that number. Don't that have computers, access to RCN numbers? What kind of place are they running?
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.
HERNDON, VIRGINIA -- My special needs underage 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 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.
ALLENTOWN, PENNSYLVANIA -- 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.
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 choose from, and if you have problems with your services you can expect to be credited 0 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 provide.