RCN Customer Service

User Reviews, Ratings and Comments

RCN customer service is ranked #379 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 36.13 out of a possible 200 based upon 228 ratings. This score rates RCN customer service and customer support as Disappointing.

NEGATIVE Comments

209 Negative Comments out of 228 Total Comments is 91.67%.

POSITIVE Comments

19 Positive Comments out of 228 Total Comments is 8.33%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • RCN

    Customer Service Scoreboard

    • 36.13 Overall Rating
      (out of 200 possible)
    • 209 negative comments (91.67%)
    • 19 positive comments (8.33%)
    • 1 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.2 Issue Resolution
    • 2.8 Reachability
    • 2.0 Cancellation
    • 3.7 Friendliness
    • 3.2 Product Knowledge

Add your review!

Posted by vyklopps


Nice people at customer service, but not trained to handle more complex problems!

Posted by Annoyed with the Madness


Who charges a "ONE-TIME FEE" (which in laymens terms/ real English is a late fee) in December $16, January of $55, February $15, March $56? When someone gets service, their bills should not be random amounts every month! Same service, with the same charges each month, but why would this company charge random amounts whenever they decide they want to? Since when can a company even charge over half of your monthly bill as a LATE FEE?? That does not even make sense! If you decide to complain about it, and waste your time calling customer service??? LMAO! They might as well have BOTS answering the phones! They are trained to say "Oh, I am so sorry to hear to hear about this situation. Let me look into it." Then have the nerve to come back to the customer and say, "We can fix this! Let me go ahead and take off $30 off of your bill. Does that take care of your reason for your call today?" Ummmmmm......"H#$%, NO! Mary!!" Why should I agree to pay $26 or more, on a late fee that you decide to call a One-Time Fee-EVERY MONTH! Even if you have paid the actual bills less their BS extra fees each month? It is getting to the point where now, the "back bill" each month is just their late fees! Next thing you know, they'll want to take you to collections for ALL LATE FEES!
And I do not even want to start on the numerous monthly variations in "Bundled-Services" and "High Speed internet Charges"! As I am being charged three times the the amount for the slowest speed possible that they are now advertising for $25 with more speed that I am getting now! When asked to adjust the rate I am paying or to even leave the charges and increase the amount of mpbs being received, I am told, "NO" that is for new customers only!! SMH...Extremely frustrating and aggrivating. I hate this company! And the cherry on top?? they get away with this atrosious business practice and get to rename the company and start over! Star rating would be 0 but i can't post unless I give them a 1-which isn't rite!

Posted by Anonymous


pro starpower email account got hacked and blocked since 7 days for the 2nd time in 6 months.
Talked to 4 different representatives at RCN supposed to submit file to higher technical support with a promise of a 24 hour call, which never happened on all 4 occasions.
Still stranded with no access to email address

Posted by Larry


I am horrified that my email account with RCN has been down for the past week and RCN has done nothing to fix it, The agents are completely unqualified to fix the problem, they try and cannot fix it at all. My account has been upgraded to a network engineer and for four days nobody has come to help. If I call, they say they are working on it. This is completely unacceptable as wonder how much longer I can be an RCN customer.

Posted by Sean


This is the most unreliable company I have ever felt with. They have billed me stating I'm past due, however I have proof of all payments. I have provided this information and still no work be seems to be able to help. I'm trying to fix there mistake, which I shouldn't have to. And it's been since August and still no answers! This is the worst customer service ever! And not to mention their internet is slow and often not available. Take caution and stay away from your his company, they are straight garbage, all around!!!!

Posted by Wingnut82


In the two months that I have had Astound, I have had more than double the problems with Astound powered by RCN than the previous TEN YEARS with Comcast. WTF!!!!

Posted by Annoyed Customer


None of the customer service people know what the f*ck they are doing!!!! I have been trying to get my refund check sent for 3 months! I have called several times and each time I get a different answer nothing is consistent AT ALL! I was told my check was sent in April now I'm being told it was sent June 6th to my old address which I haven't lived at in 5 years because that's the account I paid on. Why send a check to an address I told you I no longer live at and you are aware because I have new services set up at my current address and I made sure to have them check which address they were sending it to! I have requested a supervisor I am being told none are in office well I'm going to wait on hold until they come because this is absolutely RIDICULOUS! Literally the most incompetent customer service representatives I have ever dealt with

Posted by Anonymous


I had a technician that was dismissive to me as a woman. He told me not to talk while he was talking and then he spoke negatively about me in the hallway and said he knew how to deal with woman like me. He shuts us down. I tried to file a complaint with RCN, but they effectively make it impossible. RCN should train their technicians to be more professional. Descrimination and attitudes such as this are NOT acceptable in 2022.

Posted by Anonymous


THE ABSOLUTE worse tv and internet provider I ever had. Bill is extremely too high, the customer service is HORRENDOUS! They could careless about any situation you're in, they'll cut your services off without a care in the world. Literally a piece of crap company!

Posted by Anonymous


I pay my bill every month. Yes, sometimes it is late but every month I make a payment. This month of Dec.i paid $303 on Nov 29. Then on Dec 13 my service gets shut off again. I then make a payment on December 13 for $264. I was told if I don't make another payment by the 19th my service will be shut off again. This is awful.I would like to speak to someone about this.

Posted by Anonymous


I use the facility on high park ave and whenever I go in there I have to wait in line because there is always only 1 cashier. I try to run in on my break figuring I can get in and out that never happens because there is only one cashier. Just went in to pay my bill only one cashier rcn needs to get another cashier in there. My time is very valuable and I don't want to spend my whole break standing in line

Posted by Richard


I have had issues with RCN over the past few days trying to get a tech to come and fix a broken coaxial cable to one of my tv's. A tech said they came to my door and rang it today, Friday 6/25. He also said he called my phone. I have been home all day and my wife, who works from home has been here also. No one has come to the door. I have received no phone calls from a tech or supervisor.
The people I call at RCN are all polite and very professional. However, nothing is getting resolved. I should not have to wait for a second o third appointment to fix the issue. I should not have to listen to a tech say they called me or rang my doorbell when they did not.
I am a former telecommunications cable splice, installations and repair technician of 40 years. I have never treated a customer or been treated in the manner RCN has treated me. I am not pleased with RCN's service and just want the problem fixed.

Posted by Cris


I have been an RCN Customer for more than 6 years. And for most of this time, the service was great. Yet, lately, in the past few months, the internet has been quite problematic, dropping several times a day. After calling several times, it was determined that it was a router problem, so the RCN representative schedule a technician appointment for June 1, 2021, between 2-4 pm.
The day came and passed. No service technician, nor any representative of RCN has called me to update me on the scheduled service visit. And nobody showed up.
Of course, I called a couple of time after the scheduled service time, only to learn that "Dispatch" has not even assigned my service request, but, eventually, at end of day on June 1, 2021, they cancelled the service call. There was absolutely no notification or explanation given to me.
Meanwhile... I am (and always have been) paying my bill on time.
I am extremely disappointed by this experience, and even more disappointed that I cannot find any way to share my experience, as a customer, with RCN Corporate.
Well... there are are other providers, and I will likely look into getting the service I need from a provider who respects customers more.

Posted by Adel


I started with 43.16 dollars a month. In 2 years, they sneakily increased it by 52% while still calling it "promotional"

Posted by irene


have been a customer for 15 years and have now been getting terrible service.
no one seems to be able to straighten out my system.
Today I have no wifi and no internet....technician coming sunday....there was one here last week. I want to speak to a senior exec...whoever is responsible for customer service.

Posted by Anonymous


my name is christina franklin and i just wanted to let you know what a below par company rcn is. we had to get rid of verizon because the owners of our building would not let them in. based on the suggestion of our property manager, greg williams, we selected rcn and the salesman brian crowe, must have given him monies to recommend rcn. we have had nothing but problems since day one, which is in december. everytime we stream our programs the signal shuts down and we always have to reboot. we have had eight tech to come out and still the same problem. we even updated to 250 mbps and still the same problem. we are paying good money to have these streaming apps and we cannot enjoy them at all. my husband and i are on a fixed income and he has 4th stage kidney failure. he has not enjoyed any of his programs since rcn was installed. how long must we suffer with this kind of product. the tech blamed it on our tv,but your tech checked out our tv and the tv passed with flying colors. we have a smart tv. why cant your tech do the job right the first time. we are not going to recommend rcn to anybody that we know, because if you cant fix this problem, what can you fix.

Posted by Ambidexter


You might want to explain why even your Business gigabit service only has a 20Mbps uplink. That's 2% of the download. Are you on crack?!

Posted by Anbidexter


You need to explain to me why your phone reps and local offices can't call each other to check on availability of STBs, etc.

I get call reps on the phone who say "Sorry Sir, I can't check our X office for availability because they don't have phones there."

I say "You're a company that sells phone service all over the place but you don't have phone numbers for local offices?

And they say "yes, they just don't have any phones in the office".

So if I have to drive 60 minutes round trip to get a new HD box to replace the one that failed, and they are out of stock, I will pull out all 24 years of RCN Shiite from my house, and you can pick it up on the street in front of my house.

After I urinate on it.

Posted by Anonymous


Greetings...

I am an RCN customer. I do not know who to reach out to regarding my frustration in service. I have asked for a corporate number and/or some other source... however; reps have been resistant or say they don't have that information to provide.

I am a customer, I pay RCN to provide me will adequate service.

I have been without service for over 24 hours now. RCN keeps telling me there is an outage in the area and it is being worked on and/or the outage should be fixed in a few hours...an hour...by 5PM...those are some of the run arounds conveyed to me yesterday.

We are in the middle of a pandemic...I work from home...I can't go into my office and work 'cause my internet service that I am paying for can't get their act together. An outage like this is not the first in the last six months. COVID-19 is happening NOW. RCN and the lack there of, is effecting my job... my income. I couldn't even work yesterday, nor will be able to today it appears and probably tomorrow. Who knows... RCN sure doesn't know.

I would like my last bill discounted ($76.02) and I will be moving forward with finding another provider. RCN you are a bad example of quality service.

Posted by Anonymous


RCN , You need to address the fact that you do not carry any conservative news sources such as Newsmax or OAN. Your competitors in this area all carry one or both. I , as like many other customers will consider other options.

Posted by Anonymous


I am about to switch to Comcast after 10 horrible months with RCN. I have not had tv for 10 hours today and that is typical in my experience I have had at least 9 technicians in my home and still don't have reliable service. I am paying a lot of money for nothing

Posted by JC


When I Had The Responsibility For Comparing To Remain With Comcast Or Go With Rcn For My Condo Building. The Rates I Received From Rcn Were Very Much Lower. But---what They Did Not Tell Me Is That Their Services Fees Are About Double That If Comcast. So In Effect, The Rates Were About The Same. The Only Saving Grace Is That The 6-year Contract Has No Increases. I Feel Like They (rcn) Switched And Baited Me With Their Pricing. Now When I Want To Cgange My Caller Id On Ne Of My Lines, They Flatly Said That It Can Not Be Done. That Is Bs. When I Was With Att, I Could Have Whatever Name I Wanted On My Caller Id -a Different Caller Id For Each Phone. Now I'm Trying To Get To Corporate Hdq To Talk With The President's Team To See How To Correct This Caller Id Problem. Getting A "pass-the-buck' Response Is Frustrating.

Posted by WUNDER


I Am Very Disgusted With Rcn Customer Services And Their Service Overall I Have Been Waiting 2 Weeks For A Password Reset And Everytime I Call Iam Put On Hold For Over 45 Minutes Or More.. I Have Also Tried On The Chat Line And No One Responses And The Screen Doesn't Do Anything But Show Wait Time And No One Ever Responses. You Also Put My Bill Up Another $25.00 For No Reason I Am Looking For Another Internet Service Because Rcn Doesn't Have Any Customer Service Skills And Don't Take Care Of Their Long Time Customers.

Posted by Tanya


I have been an RCN customer for over 20 years. They used to be a good company. But over the years they are completely declining. I would not be surprised if they go bankrupt. I will be changing providers ASAP!

Posted by Anonymous


I have been an RCN customer for more tha. 20 years and plan to change providers ASAP due to a complete inability to help me with what should be a simple problem. I went out to dinner and came home to a completely non working remote. I spent more than half an hour chatting on messenger with Tracy who was useless. Despite having all my info she refused to set up an appointment that was available for Wednesday. Of course, you should know that at first she said she couldn't get me an appointment for tomorrow, but tomorrow is Wednesday which should tell you how incompetent she is. Or maybe just dumb. Plus, despite having all my info she wouldn't set up the appointment without sending some sort of verification that would take more of my time. Should I bill you for my time? I can't use my tv at all. I just called tech support and now they can't give me an appointment until Friday. And they can't give me a time. For a company that says a three hour window for all appointments is a given, this again is not acceptable. You are not the only game in town. I can probably get Spectrum or Verizon here to give me an entire new system before you can get me a new remote. This is your customer service?? How dare you claim you have good customer service. For what I am paying, your service is the worst.

Add your review!

Posted by Anonymous


Grace from El Paso was super nice and cooperative! great to work with her!

Posted by Mary


Raphel hooked us up with internet and was very knowledgeable,patient and friendly. He knows what he is doing. Very happy with his service

Posted by Richard Snider


Stephanie in your Hyde Park MA office was extremely helpful. She handled my in-person exchange of a cable box very well, but more important, she followed through big time. When I had difficulty setting it up, your tech support person was extremely slow and minimally helpful. Stephanie proactively called me, and she was very helpful in getting a service call arranged. She was also very helpful discussing our various channel options, pricing etc. Hats off and thanks to Stephanie.

Posted by Lanie [email protected]


My tech arrived on time and fixed my tv quickly.....he was friendly and did a good job
Elaine Marcolongo

Posted by Anonymous


I called RCN Customer Service today because I have been having a problem with my wifi signal. I spoke with Lee and he was very patient with me while my laptop decided to do its updates at that very moment. While waiting he explained to me a new help feature on MY RCN and offered to give me a list of new premium movies and shows. He was a very nice guy!! A++ great experience today!

Posted by Her name was Arlene - #41510


Spoke with Arlene (#41510) and she was amazing! Very helpful, patient and friendly!! Awesome experience and call!

Posted by VirginBride


I had a problem with my internet pipeline. The rep fixed it and gave me tools to take care of future problems on my end.

She was also great for conversation. ;)

Posted by Anonymous


I've been very satisfied with RCN Service. They responded promptly to a newly installed cable box not working and also were quick to replace parts outside the house that had been shorted out during a lightning storm. Rates have gone up a little faster than I would have liked, but not unreasonable.
I'm moving to a location that does not have RCN service, so I called to cancel and it couldn't have been easier. The Customer Service Rep answered promptly and I did not spend any time on hold.

Posted by DBF


We are new RCN customers, after over 10 years of bad service from Time Warner NYC we are giving RCN a try. Our new service was installed within 24 hours of calling RCN -- by a friendly and knowledgeable tech (if you get Larry, you are in luck!) who spent ample time at our place to make sure the signal was strong as advertised, to neatly arrange the various boxes and improve inside wiring in our home and teach me how to use the DVR/Tivo service. A week after intall all is well. Time Warner never held a good signal for a week at a time.

Posted by Me


I've had RCN cable tv for 20+ years and it's had problems about only 3 times. Each time, I phoned, got an American, locally-based, within a few minutes. They fixed the TV remotely immediately. Today, after 7 years with AT&T DSL for my internet, I gave up on AT&T & switched to RCN. A problem that eleven AT&T technicians couldn't resolve after literally hours on the phone over 10 days, was fixed by an RCN tech: I phone RCN, ordered the internet, the guy showed up early the next day and it's all installed & functioning better than AT&T ever did. I think RCN is given a bad report here in percentages because folks tend not to seek opportunities to praise.

Posted by BILLY-O


Dear Rcn staff, For a month now every time I clicked on an email I got a pop up that said: "leave this page" or "stay on this page" Nothing worked except "leave this page. I was truly ready to can RCN. Today I spoke to a representative named Timeka. I gave her permission to take over my computer, which she did, and she also saw the uselessness of my RCN webmail account. She was quite polite and patient. She spoke to a level 3 tech. and informed me others were having the same problem and that it would be worked on and my problem should be resolved. That was 9 hours ago. I just tried my webmail and it worked for the first time in a month. (My football fantasy league is on my RCN webmail- Whew!) I would just like to thank Timeka and you level 3 Techs. You have really, really unstressed me. Thank you so much.BILL PARKS

Posted by StarHappy


I've been with StarPower, now RCN, for over 7 years. The only thing that would make me happier is if they'd speed up the support for HBOGo! Other than that, they truly have been a great service company. I have a bundle that includes Internet, cable and phone. Services rarely go down and come back up quickly, when they do. They negotiate pricing and are always less than Comcast or Verizon. They even let me lock in for 2 years (I prefer to negotiate as infrequently as possible). Basically, you tell them how much you're willing to spend per month, and they craft a heavily discounted package for you. I've done this several times. The Internet connection is fast with low latency, and occasionally they upgrade the speed for no extra charge, I was recently bumped to 15Mb/s from 10Mb/s. The HD channels look great. All the free on-demand programming is great, too. I'm in Bethesda, MD and I'm not sure if I've been lucky or if service here is better than other places, but really, it is good.

Posted by Satisfied DC Customer


In mid-June I was assisted with a replaced and installed modem at my home in Washington, DC. The service representative was Vincent Upsher. He was exceedingly knowledgeable and professional, and I was very favorably impressed by his demeanor and professionalism. It took several days to establish the appointment, but he was worth the wait. Thank you!!

Satisfied DC Customer

Posted by PA_RCN_Customer


Wow! I thought you were describing VERIZON! My family, some friend, and I had horrible service and "product" from VERIZON. I switched to RCN about three years ago. When a problem arises, I get cooperation and service. If something needs further attention, they help me. Suggestions to help you get help - 1) Call the correct number (tech for tech, billing for billing), 2) Describe problem carefully (so they can triage the call), 3) Rent the provider's router (so they don't blame your equipment and to minimize chance of being billed for tech call), 4) Ask tech for direct phone line or extension to tech (in case you have further problems), 5) Get related work (such as hard-wiring into another room) done by the provider (which is usually done cheaper and prevents later tech blame-and-bill issues)...

Posted by nottheworst


I had RCN for about 2 years. I loved the fact that they were the only ones who I could get out within a few days notice to connect my service. PLus I got free installion, first month free, and a pretty good deal on their service.

After I got connected, I had little or no issues with the service and would have kept them.

Unlike alot of other people I talk to friends, family who have other providers (comcast, etc..) and have had really bad issues with their cable/internet going down, billing etc.

My only real complaint was with trying to cancel the service when I moved and trying to reach someone when I had questions about billing, or wanted to make arrangements etc... That was a headache and I personally think with them being as big a corporation as they are. They are now in a position to compete with other major providers and should be taking steps to improve their Customer Service. This I think is their biggest issue why people don't keep the service.

If they can improve that I think they would have alot more long term customers as I hear alot of current and former people complaining about the level of customer service. However, I know that no company is perfect. I feel that among the other competitors in terms of pricing RCN is the best.

All that aside, the service was fine and the price was good compared to some of the other providers but if you have to cancel make sure you do everything to cross your T's and dot your I's otherwise you could end up having a big headache.

Posted by Happy Camper


I love RCN.

I love love love RCN.

I hated Verizon. I was exasperated by 2 hour on-hold calls to Comcast.

But RCN works like a charm. The remote for the Tivo is great... makes Comcast's system look like the stone age.

RCN phone service is quick, cordial. I'm in heaven. This is everything I want from a cable/phone/internet service.

Posted by Gypsy


I will say that at one time I had poor customer service with RCN, so I left. I went to another provider and boy oh boy did I regret that. It always seem greener on the other side. I am now back with RCN and as long as I am in there area I will have RCN. They are more personable and I actually talk to real people everytime I call. I will work past the small things..RCN I'm here to stay.

Posted by Joyce


I have had RCN for 6 years and have never had a problem They always answer the phone and answer my questions

Helen Siegel

Ct.

Posted by FallsChurch


Always answer the phone and take care of my concerns. They are based in the US and seem to want to help.

Submit your comment

Posted by ashlie


Please let me know if we can help resolve any account/service or billing issues. Our help team email address is:

[email protected]

I promise that I will try my hardest to resolve any issues.

Thanks

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800-746-4726

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