Our Continued Commitment
We hope you and your loved ones are remaining healthy and safe. We continue to pay close attention to developments about the COVID-19/Coronavirus outbreak, and take very seriously the critical role we play in keeping you and our communities connected during these unprecedented times. We also continue to do our part to prevent the spread of the virus to keep our customers and employees safe as global, national and local efforts continue to evolve. We want to share our latest updates.
Meeting Our Customers’ Needs
Our networks are engineered and built for capacity, speed, reliability, and expansion. We continue to see optimal performance of our network and our engineers and operations centers are working 24/7 to meet shifts in usage patterns and increased traffic. We remain vigilant in monitoring our network and support systems. While many of us are still working, learning and connecting from home, we’re here to ensure you receive the fastest and most reliable connections and service.
Keeping you and our employees safe
All of our employees continue to follow CDC guidelines to help prevent the spread of the virus. If any of our employees has symptoms, they stay home. We also take additional safety steps when dealing with others. We are using our best efforts to stock our offices and service vehicles with hand sanitizers and our installers and technicians with vinyl gloves and masks for added security as long as supplies last. In addition, we have increased the frequency of cleaning our lobbies and offices.
As local communities have responded to COVID-19, we continue to stay on top of the changing environment and make adjustments to keep customers and employees safe.
We have instituted protocols that will help us service your home.
- There may be a need to visit your home in the near future. We are following health and safety precautions that will protect your family and our employees during our visit. For details, see our video.
- If we need to visit your home or you wish to visit one of our retail/payment centers, please be mindful of your own health symptoms. If you or someone in your household has had a fever or cough, traveled to a high-risk area, have/had COVID or has been in contact with someone that had/has COVID in the last 14 days , we will reschedule your technician visit and ask that you do not visit our retail location.
- All of our employees have been provided COVID-19 training program based on CDC guidelines to help them understand how to prevent the spread of the virus.
- Our retail locations and field technicians will practice social distancing, have hand sanitizer, vinyl gloves and will wear masks while supplies last.
- For the safety of our technicians and retail store agents, we ask you to wear masks and practice social distancing while we are in your home or while visiting our retail locations.
Keeping Americans connected
Affordable Connectivity Program
As part of the federal infrastructure law, you can receive up to $30 off your internet service through the Affordable Connectivity Program (ACP). Astound offers plans that apply the ACP discount to lower your monthly cost of internet service.
The Internet First program is affordable Internet designed to help families and students in low-income households have reliable access for homeschooling, homework, accesing educational resources, and more.
Our Team Is Here For You
If at any time you, your family or your business need us, our incredible support team will be there to offer you the best service possible. Our teams are working 24/7 to keep our customers connected to what they love, providing services and support to those who need it most, in the safest way possible. We’re grateful for all of our amazing employees and the work they are doing.
Thanks to the generosity of our customers and employees, we've committed over $210,000 to help Feeding America in their mission to make sure neighbors never go hungry.Learn More
Making an impact
We’re here to provide more than the best customer experience you’ve ever had. We work hard because we are working for our neighbors, and we are committed to strengthening the communities where we live, work and raise our families.Learn More
Can’t find what you're looking for? Click here for all FAQs.
What steps is RCNWaveGrandeenTouch taking to minimize exposure and risk?
We have and will continue to proactively educate our employees on prevention and take precaution steps as identified by the CDC and local health officials to ensure they do not exhibit any symptoms and feel safe for themselves and our customers when entering a home.
We have taken steps as provided by the CDC plus we have put restrictions on travel, are postponing events, limiting the size of meetings, providing remote-work solutions. We continue to reinforce safe behavior in every environment – from customer homes and businesses to our stores and offices. We have ramped up cleaning schedules and continue to provide additional protective supplies and sanitizers, with a special focus on customer-facing locations and interactions.
How Does RCNWaveGrandeenTouch maintain network reliability?
Our network is engineered and built for capacity, speed, reliability, and expansion. In addition, we closely monitor network usage 24×7 to ensure there is ample capacity for an optimal customer experience. Even with more and more people working from home in response to the coronavirus COVID-19 situation, we continue to see optimal performance of the network with significant excess capacity as our network is designed for evening peak load use no matter the time of day. The additional usage during the day has had no impact on our service.
We continuously test, monitor and enhance our systems to ensure optimal performance and a reliable connection while also standing ready to address network issues that may arise with trained and seasoned local technicians. Our robust, fiber-rich network enables us to operate in interconnected footprints on the East and West coasts and in the Central U.S. with back-up capabilities for each.
Reliable communication is a critical tool during this time, so our customers, the public, and government agencies are all counting on us to have our services up and running. We are committed and ready to do our part in taking care of each other during this time – our customers, communities, businesses and employees. Thank you for choosing RCNWaveGrandeenTouch.
What resources are available for customers?
We have easy and convenient online and digital self-service tools to keep you connected to us at any time. You can manage your account and get customer support, chat with us, pay your bill, update account info, add TV packages, watch TV and more from the convenience and safety of your home.
- Managing Your Services: https://www.rcn.com/myrcn-account
- Account Login: https://my.rcn.com/login
- Ways to Pay Bill: https://www.rcn.com/hub/help/five-ways-to-pay-your-bill
- Equipment Returns: https://www.rcn.com/hub/customer-center/equipment-return/
- Home Phone Info: https://www.rcn.com/hub/home-phone/features-just-for-you/
- Voicemail Access: https://callmanager.rcn.com
- Other Help & Support: https://www.rcn.com/hub/help/
What if I can’t pay my bill due to coronavirus?
We have and will continue to work with those residential and small business broadband and voice customers that have been impacted financially by the COVID-19 crisis. We are committed to working with customers to find affordable package options and payment plans.
*Internet download speeds may vary and are not guaranteed. Certain equipment may be required to receive advertised speeds. Observed speeds may vary based on device connection & other factors outside of Astound’s control. All advertised speeds are up to the stated speeds and are not guaranteed; speed may vary due to conditions outside of network control, including customer location, sites accessed, number of devices connected, customer usage, customer equipment and computer configuration, the level of overall traffic, and customer compliance with Astound usage policies set forth in the acceptable usage policy. See astound.com/yourspeed for why speeds may vary. Our FCC Network Management Disclosure makes available information regarding our network management practices and the performance and commercial terms of our Internet access services to enable you to make informed choices regarding the purchase and use of our services, in accordance with Part 8 of the Rules of the Federal Communications Commission (FCC). Modem required for internet service. We substantiate that the cable modem equipment provided, and the configuration of such cable modem, meets the broadband speeds advertised when attached to a wired connection based on SamKnows testing procedures.
Not all services, speeds, packages, equipment, channels, tiers, pricing, streaming services, product offerings and product features are available in all areas. Offers valid only for new residential customers or previous customers with account in good standing who have not had our service within the last 60 days. All names, logos, images and service marks are property of their respective owners. Other restrictions may apply.