• Report: #285036
Complaint Review:


  • Submitted: Thu, November 15, 2007
  • Updated: Wed, January 23, 2008

  • Reported By:watertown Massachusetts
www.rcn.com NationWide, Massachusetts U.S.A.

RCN Continued non-performance. Inept Technical Department. NationWide Massachusetts

*UPDATE Employee: I doubt it

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I have had RCN service for about 6 years. Recently, their service has gotten so poor and inept, I have switched to Comcast. I thought I never would, as Im not a big fan of Comcast.

My neighbor and I have had talks with their Tech dept over the past 2 and half months at least 20 times. This is not an exaggeration. AS a matter of fact, an RCN truck is sitting outside right now for the third day in a row.

When I say we, I am talking of my neighbor and I. We both have had numerous
calls into RCNs tech depts.

We have been told by complete morons who read a script to do things like clear our cache and cookies to fix internet connection issues.

Back to the truck out front.
This newest series of blunders started this past Monday. I made another weekly series of calls to RCN tech about poor connection. I was told it wasn't my modem, yea no kidding!! That it was something outside. Yea no kidding. I had 40% packet loss. In case you don't know, That means data to and or from my modem is being lost in a bad way. Anything over I think its 3% is considered bad.

So "this tech person" told me I would have to make an appointment and be around for the tech guy. This is a normal thing with RCN. Its their problem but I have to be home. So it wears on you. They wont just come out and check the wires from a phone in call. I'll get back to "that" in a moment.

I explained that this was the umpteenth service call I have made and RCN can't expect me to keep making concession to be home as I have a life. So finally, she agreed to do an outside call.

Anyway, The tech appt. was for the next day and yep, you guessed it. I had a call on my answering machine saying. Hey this is RCN here for your tech call.
Well I got home and at least the cable was back-up running.

Now for the funny part and goes to show how inept this company really is.
The very next day my neighbor knocks on my door and says hey there is an RCN truck outside and he says he is here to disconnect service from someone.

He then tells me he saw the guy in the truck laying down next to a microwave oven. The oven is running and hes laying there sticking a wire into the side of it. OOOK. So I go down and say, hey be careful when you disconnect so not to disco one of us. YOU GUESSED IT!! He disconnected my neighbor.

So now we are making our 2nd trip to the service building 2 blocks from our house. Not the CS bldg but where they run service calls from. Its not for customers but we are making it our personal CS bldg. as we have so many issues. SO we knock on the door the 2nd time this month. A girl comes to the door and we say what happened to the other guy and we show his bus. card. She says hes gone. She lets us in and we start in explaining all of the problems we are having.
So for the 2nd time this month this service office makes another service call for us.

So guess what? This big wig service guy comes out and starts checking the lines with a fancy box and acting real official. He is also a little gruff. Well he gets my neighbor up but slows me down to about 200KBs. I pay for 10Mb per sec. Well this big wig has me shorted about 19,800 KBs. SO even this big shot doesn't know what he is doing.

Well my neighbor and I have gotten smart and ordered Comcast. So today I get a call from RCN and they are all of sudden willing to lower my bill by 50$ per month. I say hey, to little to late and explain to this guy why I wont except his deal. Plus I am getting an incredible deal from this sales guy for Comcast. I mean a deal to die for. Im afraid to write what Im getting as someone upstairs might get wind of it.

So yup! Now that they know I am leaving a truck all of sudden shows up about an hour later. I bet we get disconnected again.

My neighbor and I have come to the conclusion that over 75% of the people at RCN do not have any idea what they are doing. I have techs telling to do something I know from past calls isnt the right way to do it and then I correct them. I like the one they told my neighbor. You are going to have to get new drivers from DELL for the lan card.

As final note. In one of the many service calls we have had, a tech said I know you guys have had a lot of trouble with the internet so I am going to give you guys two months credit. Did I ever get it. You guessed right! Nope, and when I called the CS dept they said they had no record of it and couldnt help me.


watertown, Massachusetts

This report was posted on Ripoff Report on 11/15/2007 12:55 PM and is a permanent record located here: http://www.ripoffreport.com/reports/rcn/nationwide-massachusetts-02472/rcn-continued-non-performance-inept-technical-department-nationwide-massachusetts-285036. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

I doubt it

AUTHOR: Steve - (U.S.A.)

I am a RCN installer, I have been an installer for 8 years, this past one with RCN. The other Seven with Comcast. Although I obviously wasn't at your house nobody but you know what happened but what I can tell you is 99% of all internet connection issues IS due to customer computer issues. And I will side with you on the NIC driver issue, if you had a driver problem you would have NO net, not SLOW net. As far as RCN goes I can tell you from being on the other side of the fence RCN will jump through unbelievable hoops to keep there customers happy. You wouldn't beleive the crap we wind up doing just to not have a pissed of customer. What I can also tell you is the Comcast WILL NOT do that, almost every tech we have IS an ex-Comcast installer the reason we all work for RCN now is they don't care about anybody, the customer the installer it doesn't matter. There attitude is there the mighty Comcast, if the customers don't like it use someone else, if the technicians don't like it work somewhere else....It's REALLY bad. I don't expect you to believe me since I'm currently working for RCN but what I can tell you as FACT is whenever people get mad for whatever reason and go to Comcast there usually back within six months. mad at us or not. Good Luck
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