RCN Informative - Went down the tubes, I finally cancelled
NEEDHAM, MASSACHUSETTS -- I had the RCN bundle for 2 1/2 years. At first it seemed quite good, but products and customer service have gone to hell in a handbasket. I'm amazed at the reviewer who was still Ok with them because he didn't have to reboot his cable modem more than a dozen times a day!
Phones - OK.
TV - occasional freezing or pixellating of images. Takes 3-4 secs to change channel. Often reports a channel is "off air" when it's not. Then that channel freezes the remote and you can't do anything for several minutes. Customer service sometimes helpful, sometimes not: go through time-consuming procedures with the set-top box.
Internet - abysmal. Go to the computer, crapshoot if there will be service or not. Rebooting cable model often didn't work. Philippines people say modem is offline? Hey. the coax is in,the power is on, what the...Then they watch and say it's trying to connect but drops out. Yes, I've seen that already, thanks. Heavy packet loss. They don't know anything beyond their set procedures. Told one of them I seemed to be reaching the DNS but no further - obviously had no idea what DNS was, and supposed to be doing Internet support...
I switched to Verizon FIOS and it's like night and day - so far, excellent.
When I called RCN to ask a couple of questions about the cancellation, the agent offered me all sorts of upgrades, though at more that I was going to pay for FIOS! No luck there! Then when I actually did the cancellation, I got a lower offer, but I could tell the agent wasn't expecting me to bite. When I went to return my RCN equipment there were other people at the RCN center doing the same thing. A friend who runs a quilting bee of about 100 people says everyone she knows who has RCN is cancelling.
Basically it seems RCN is being run by ignorant bean-counters or greed-hogs - trying to squeeze out maximum profit by skimping on service investment, outsourcing support to lowest bidder, etc. This will run it into the ground, but probably the high-ups don't care - would be interesting to see how much they have made out of it.