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Poor Service and Poor Customer Service
Posted by on
Rating: 1/51
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 is a SHODDY provider
Posted by on
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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Billing / Customer Service
Posted by on
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.
     
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10 Day Disconnect Policy
Posted by on
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.
     
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RCNistheworst on 2009-02-03:
Just ran into the same problem with RCN – 10-day cancellation ’policy’. After many technical issues over the 1.5 yrs that I was with them (including me having to call into technical support 4 times over the past 8 days), I decided to cancel. When I called into Customer Service today (2/3/09) to cancel service, I was told that the cancellation would be effective 2/11/09 (10 days later) as this was their policy. I told them I was not aware of such a policy, but the woman at Customer Service told me there was nothing she could do. That I would have to talk to Billing about not paying for service beyond today. I was transferred.

The gentleman I spoke within Billing was very nice, but couldn’t help me either. In the time I was on hold between the two departments I was able to research (on their website! - http://www.rcn.com/boston/policies-and-disclaimers/customer-terms ) that a 'Customer may terminate any or all services at any time by notifying RCN of its desire to do so.' Nowhere in the termination section was there any mention of a 10-day notification policy, or any advance notification policy for that matter. He said he understood what I was saying, and knew what I was referring to, but that was how they did it. Presumably hoping that people will give up on complaining and RCN is able to squeeze an extra $30 out of each customer that cancels (my bill is $95/month so $30 is approx. 10 days of service/equipment).

The gentleman told me to go ahead and get my equipment returned as soon as possible and then call back to state that I returned the equipment and, therefore, could not use the service so I should be credited from the date I return the equipment going forward. He would add notes to the file about this for when I call back in. The problem is that with service center hours (at all MA locations) being only 9-5, I can’t return the equipment until Saturday (2/7/09). I explained that issue to him and, again, he told me there was nothing he could do.

We’ll see how it all pans out, but in the meantime I’ll make anyone aware that will listen. Regardless of the monetary outcome, I will be submitting complaints to Consumer Affairs (https://www.consumeraffairs.com/php/a_report.php) and the Better Business Bureau (http://us.bbb.org/WWWRoot/SitePage.aspx?site=113&id=46a6a9cd-5402-454e-9476-e4df22e6f371 ) as the practice of even trying to say that they require 10-days notices is not within their own Customer Terms & Conditions.
sheila on 2013-08-16:
I just ran into the same problem about "10-day notification/cancellation policy". It just totally doesn't make sense. Who gave them the right of charging the customers for the period that they were using their service? Nowhere it is mentioned in their terms and conditions when we subscribed to their service. The representative kept telling me that was their policy, hoping that I would get frustrated and gave up. Yes, I was frustrated but I kept repeating what I had said like they did and asked to speak to a supervisor. The representative finally gave up by putting me on hold a few times. They still said they had to charge me for five days. I didn't have time to talk it down so I was forced to say OK.
But trust me, I'll continue to complain until proving that they are wrong.
They should call this 'since you are leaving, I'm going to get a piece of you policy'.
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Worst customer service ever
Posted by on
SECANE, PENNSYLVANIA -- A RCN agent came in our apartments building to disconnect the "illegal" users. I was disconnected by mistake. It took me dozens and dozens of phone calls to finally learn that I was the "guilty" and had also to pay for a technician (that I never saw) who, according to them, came to my place. In all the phone calls made (and then you reach each time a new "face" and have to start all you story over from scratch...) RCN always refers to their notes (which are right by definition) while your notes are all false. I even wrote to their headquarters (big names in their company) and their even never answered me.

Their slogan is right.. "YOU'LL GET MORE WITH RCN" , they just forgot one word.. "MORE PROBLEMS". I have now a better service .. and less expensive ...with COMCAST.
     
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jktshff1 on 2008-02-09:
what is RCN?
Gryphon on 2008-02-09:
RCN is a generic cable/broadband/phone utility.
Ponie on 2008-02-10:
I don't understand. If you were the 'guilty,' of course you'd have to pay to have the connection made. And, FYI, a tech doesn't always have to come to your apartment to do a disconnect/connect. A box is outside our buildings and if necessary to get into the wiring in the crawl space above the second story, the manager lets them into the building.
peteglen on 2008-02-10:
Ponie... that's exactly what happened... A tech disconnected me from that outside box.. while I always paid my bills on time for the last 5 yeARS With them. Just looks that I was "guilty" to call or annoy them to often to be re-installed in my service. Anyway after a week of useless discussions and without TV or Internet (because RCN disconnected me without any reasons) I switched to COMCAST.
I still believe that you GET MORE WITH RCN... MORE PROBLEMS... and that they have the worst consumer service I ever dealed with. I must say that when you call, they have some nice and polite and understanding people that cannot solve anything. I probably was not lucky but those able to solve something were just rude and arrogant. Anyway that's my 3 cents... and I'm out of this RCN nightmare.
Anonymous on 2008-02-10:
This happened to us twice in Connecticut with another cable company. The first time we received a big run-around, then they realized when they came out, that someone had disconnected us by mistake. The second time, they came out right away and fixed the problem (again) and labeled our cable correctly this time so they would not do it again. Not used to living in complexes (and this one was small), so had no idea this happened so often. It is pretty aggravating when you have paid your bills promptly every month so I can see why you are upset about this.
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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 on
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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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....
MRM on 2010-09-09:
Ytrop, you have said it first, set up a parental password. Bravo!
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.
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.
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.
Anonymous on 2010-09-09:
Do not underestimate your underage special needs child.
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 have been refunded, if they were ordered at three different times, well......
punxnotdead80 on 2010-09-10:
Special needs is no excuse for bad behavior.
jktshff1 on 2010-09-10:
What the others said. Parental controls was my first thought also.
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.

kind of 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.
MRM on 2010-09-10:
Once you click the order button, it's done deal.
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 on
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.
     
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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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Their services
Posted by on
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 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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Anonymous on 2009-08-21:
What is the other Chicago cable provider?
Anonymous on 2009-08-21:
I think Comcast?
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Bad services
Posted by on
CHICAGO, ILLINOIS -- This cable company is terrible. Their services sucks and so do their customer services reps. There need to be more options for cable in Chicago. I'm so tired of these bootleg companies that overpriced the consumers for their greed
     
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RCN sneaks in a fee
Posted by on
For those of you who have service from RCN you may have recently received a notice of rate increases. Most people probably glanced at the back at what looks like a listing of services. Buried in that listing is a notice. Beginning May 1 they will charge $5 per transaction for downgrading any service. So if you are angered at the higher new rates with less choices you'd better downgrade now before they hit you with that fee.

If you change internet speeds $5; cable TV package, another $5; phone service is another $5.
     
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BokiBean on 2009-04-21:
I wasn't sure who RCN was but I figured it out. Helpful!
Soaring Consumer on 2009-04-21:
That is downright evil. Voted helpful.
Anonymous on 2009-04-21:
Very helpful and good info, great catch PB!
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