RCN Complaint - Please Please Do Yourself A Favor And Stay Away From RCN
WASHINGTON, DISTRICT OF COLUMBIA -- In an age of lousy customer service being the norm - RCN manages to take it to a new low.
Upgraded our current RCN basic cable service to HD Digital Cable and Internet with 3 movie packages and boxes for 4 TV's.
Installer came with a really bad attitude and said that the Free Install I was supposed to get was only to turn on the service and that actually hooking up the boxes to our already prewired house was "extra work" that would be charged separately.
I told him that he was not to hook anything up unless he was sure there was sufficient signal coming in on the lines (due to similar problem at another home) and that all channels that we were paying for should be coming in clearly.
He hooked it up and said that the remotes had to be programmed by us and that it would take time for the boxes to "download" and it would eventually come online and all the channels would be good and clear.
He left, we programmed the remotes our selves cleaned up his mess all over the house and discovered that channels 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36 and 37 would not come in at all. About fifteen other channels would come in but would freeze up. The premium channels we were paying for only came through on 2 out of the 4 boxes. Total nightmare, especially since I specifically told the installer not to bother with the install if he could not verify adequate line strength.
Called customer service the next day and was put on hold for 67 minutes. Finally was told that a tech would have to come out but there were no appointments available. I then told them since it was their fault that they should fix it or I would cancel. After another 60 minutes with customer service (about 55 minutes of which I was on hold) I told them I wanted to cancel my account. I was then transferred to the Cancellation Department. I was made to wait another 45 minutes on hold, then told by the representative and her Supervisor that I could not cancel the account since the account was billed to my wife. When I asked why I was not told this 2 hours ago even though they had all the information they said that the other departments had no access to this information. I inquired why I was allowed to upgrade services and agree to go from $72 a month to $142 a month, since it was under my wife's name. They said that must have been a mistake. Had to then ask my wife to call them so that she could officially cancel, she was on hold for 58 minutes. They then begged to be given another chance. No dice. We cancelled on principle. Will probably have another battle when we get our last bill. So please take your business somewhere else. You will be glad. Bad products, bad service and being put on hold for almost 3 hours is simply inexcusable. It is a shame that RCN chooses to treat its customers so badly. A horrible experience that we sincerely do not wish on anyone else. Please stay away and save your self the migrane and heartburn. Hope this was helpful. Cheers.