RCN Cable TV Consumer Reviews - Page 3

WASHINGTON, DISTRICT OF COLUMBIA -- The worst service ever in DC. The internet and cable would go out all the time. The customer care is awful. They stopped sending me the bill and then charging overdue fees. They claimed it was because I changed my address on the account, which I did not. The representatives all have different answers to questions, leaving to customer confused.

Much of the time RCN is going through technical difficulties with their phone service. It usually takes three times of calling to actually get to talk with a person. The only reason I used the company was for a short term use and their price. Most of the cable companies had a minimum of a 12 month contract. NEVER AGAIN WILL I USE RCN. I'd rather pay double and get something reliable. Horrible service!!! Please beware before thinking about this service.

WASHINGTON, DISTRICT OF COLUMBIA -- We are using RCN for 5 months and found their customer, technical and general service to be PATHETIC. (My father taught me to never argue with a fool because then he will be doing the same). So my advice is DO NOT TRY AND ARGUE WITH THE CUSTOMER SERVICE STAFF at RCN.

I cannot wait for the contract to finish as I will NEVER AGAIN use them. I have a contract for 1.5 megs of internet speed but mainly achieve between 2 and 30 kb. Unfortunately it appears as if they do not give a **! They do not have any fax number where you can send complaints and over the telephone they are useless.

SILVER SPRING, MARYLAND -- The signal was terrible as a result I requested to have the service canceled. I was told a technician was to disconnect the serve on Friday January 9 between 2 and 5pm the tech never showed or called then on the weekends the company is closed so I had to wait until Monday to call again to schedule another time and again nothing. Fast forward today is the 23rd and another 45 minute call/waiting I was told the technician is going to be at mi house tomorrow Saturday between 2 and 5pm guess what went through my mind so I asked to talk to a manager. I was placed on hold for aver 20 minutes and the manager said he was sorry but there's nothing he can do because the tech was already for tomorrow.

RCN is simply terrible. Not once, not twice...but more than half a dozen times. They have changed the pricing on my package until I complained many, many times. Then I found out just today they cut down my channels and said I had to PAY EXTRA for channels I had just a week ago and didn't ever change my package. They claimed they "renamed" packages and denied it was a downgrade, even though they said the package has LESS channels at the same price. These guys have some nerve given that cable TV is falling off the radar and internet is going to be everything. RCN - get with it and treat your customers like you WANT TO KEEP THEM. First thing I see, I am leaving.

CHICAGO, ILLINOIS -- I don't know why RCN is getting such flak, because in Chicago, their service is nothing short of awesome. They are astronomically cheaper than Comcast. Their download speeds actually work at what they advertise, and their network is consistent and dependable - it's never "dropped out" once.

Customer service also seems to be quick and friendly. You're not bogged down in menus and it was pretty easy to get a voice on the other end of the phone. You can pay 60 bucks a month for a Comcast connection that works half the time and downloads slowly, or you can pay 15 bucks a month for RCN for a dependable, fast connection. Maybe in other regions of the US they suck, but not in Chicagoland.

GLENOLDEN, PENNSYLVANIA -- The government has been advertising for over a year regarding the transition to digital TV. They say that if you have an antenna you will need to purchase a converter box to receive transmission. If you have cable TV and/or a digital TV, YOU NEED NOT DO ANYTHING ELSE. According to RCN, I MUST put a converter box on every TV in my home just to receive regular channels! And of course you are charging for the boxes. New customers don't get charged but the people that have been supporting you for years do.

My bill went up a few months ago by $10. There was no explanation for this and when I talked to someone today, they informed me that my old price was a promotional price! That is and out and out lie! I signed up almost two years ago for my current package and the promotion (you claim) is over now?

I received an advertisement in the mail regarding “my package”, stating that if I want to keep HD Net, HD Movies and Discovery HD, I need to upgrade to a premium package at another $9 per month! So again, you are taking AWAY channels I already have unless I pay you more money!

I ALREADY HAVE THESE CHANNELS! I can understand (partially) if you were giving me MORE channels and raising my bill; even though the customer should be given a choice. But you are forcing people to take these items. I have tried to talk to your supervisors there regarding these problems and all I get is a run-around. Stay away from these rip-offs...

NEW YORK, NEW YORK -- I paid my last 2 RCN invoices with my American Express card via phone. RCN is threatening to discontinue service for my lack of payment. When I called to inform RCN of the dates, amounts and confirmation numbers it gave me for my last 2 payments, they rudely told me I had to PROVE payment. I did that and then was asked to trace the amount charged to me. I called American Express and was advised that I had to instruct RCN to call the merchant number and all information would be provided. Then RCN called me asking for my American Express #. Firstly, it is outrageous that I must prove payment because RCN's systems and employees are deficient.

Secondly, it is fraudulent to insist on asking for my account # after I've provided proof of payment. Several hours of frustration and several letters, faxes, etc. have culminated in no resolution. In addition to Consumer Affairs, can anyone provide a responsible agency to stop the fraud - or best case scenario - stupidity of these providers whom we must depend upon???

FOREST HILLS, NEW YORK -- Here is a list of the troubles I've had with RCN:

1) Installation technician told me he was giving me cables that would allow me to view the HD channels in HD. They turned out to be regular component cables that did not allow me to view the HD channels in true HD.

2) All menus experience a delay. You will push the guide button and 2 seconds later, the guide menu will appear.

3) The cable box constantly reboots, and it could very well be during the time you are recording something on DVR.

4) Customer Service representatives are rude, uninformed and not very helpful.

5) Each time I've called for service re: billing or technical support, I've always been on hold for at least 30 min.

6) However, when I called to add premium channels or called to install RCN cable services, my call was answered without any wait.

Of course, when I called to cancel, I called multiple times and was transferred around over 10 times and never got to the so called "retention/cancellation" department. Not to mention, I asked for a direct dial to that dept. from 6 different representatives and I got 6 different numbers. And I wonder why they have to go through these tacts to get customers to stay with them. If you are part of RCN management, bit of advice - best thing to do is offer better service all around and customers will stay.

I recently purchased new equipment to be paired with my RCN equipment. I requested an upgrade, and was told that it would be taken care of the next day by a customer service rep, who also gave me a telephone extension to contact the rep on the progress with delivery of the product. Repeated voicemails that were left with the rep went unanswered. In addition, I spoke with one other rep that assured me earlier in the day that the dispatcher would be in touch with rep, and the rep would contact me. This rep also provided an extension to contact them to check on the status.

In both cases, repeat calls went to voicemail. I was on the phone with 5 different customer service representatives, and one person informed me that the service had been set up 4 days later than both representatives had stated. I wasted an entire afternoon waiting for the technician to come to my home, and 2 1/2 hours on the phone waiting for supervisors, managers and the like.

Basically, what they told me was that they could offer me a free month of service for my trouble, and that their mistake was my problem. I am still on hold and working on hour three to resolve this problem. I am so done with this organization. I'll let someone else waste what precious little time they have working through the mire that is customer service. Based on my review of the other comments, I'm amazed that they have any customers left!

CHICAGO, ILLINOIS -- From my very first dealings with RCN right until my decision to cancel, customer service has been appalling. RCN missed three installation appointments. Calling RCN's customer service line is a complete and utter waste of time. RCN operates on the premise that apologies are customer service.

After days of persistence and writing to their corporate office, I received a substantial discount for these missed appointments. Fine, I gave RCN another shot. During the next two years, my cable was unreliable and my phone frequently out of service. Every time, I would call 1-800 RING-RCN and wait for hours before finally be disconnected. A few times a customer tech has come out but did nothing to fix the problems.

Today, the technician came with incorrect equipment that was hooked up improperly and left. I called to ask about this and was told they would come back today with the proper equipment. Naturally, that did not happen. I called again and went through the phone tree to nowhere, as usual, and was finally told that they had scheduled an appointment for Tuesday, 11-2. No one called me and I was not aware of this appointment.

This was the final straw. I'm done with RCN. Run from their ads. In two years, their service has not improved at all. Clearly, this company does not want their customers to be able to call for any service. Even more clearly, this company has no interest in retaining customers. My advice is don't even consider RCN.