Only choose Grande/Astound if you have no other choice. Unfortunately, my previous apartment was ONLY serviced by Grande. The internet worked well and was fast (to be honest) however, the customer service and pricing was awful. I started off paying about $50/month and then during COVID (when most of us were forced to work from home) they took advantage and increased the prices 25%. I called to try to negotiate a better deal and they were not helpful whatsoever. Prices increased AGAIN and in the end I was paying double what I originally signed up for. When I finally moved to a new apartment, I called to cancel my service. They recently switch to "Astound" but the customer service was the same terrible experience. They assured me I could simply show up to FedEx and return my equipment. No need to bring a box or pay anything. Well, they emailed me my barcode to provide at FedEx that specifically said in the email it would not expire for another 2 weeks and I thought "great! easy enough..." - nope! Got to FedEx, they said the barcode was already expired even though it was well before the two week window. I printed the label for them. Then they said Grande/Astound only paid for Ground shipping and so I had to buy the boxing/packaging. Long story short, returning the equipment was not easy and I had to pay to have it packed up and sent back. Based on my experience, go with Google Fiber if you can. I now have Spectrum and the pricing and service seems to be superior as well...so far! read more

If I could give zero stars I would the entire time having the service. It super super spotty service anytime I would call to be reimbursed for the time the service wasn't working I was told there's nothing they can do about it. I returned my device they said the device was never returned luckily I save my receipts. I haven't had the service for over six months and after receiving no emails no phone calls no billing statements nothing they sent a $60 balance to collections even after returning my item and the balance showed zero dollars. After trying to figure out the situation with multiple representatives the company has proven to be nonresponsive and non-helpful I would recommend any other service besides grande they are the absolute worst!!!! read more

Sporadic and spotty internet service. It gets disconnected at regularly and you have to restart the modem to get it connected to internet. Customer service in short is pretty BAD, rude tech support, often clueless, They kill time by asking you questions about all aspect of account and always looking for an excuse to blame the issue on you. Ask what is email address to file a complaint - and I was told there is None! Ask if they can have one of the customer service managers call me back, and I was told it is hard to get them to call you. I ask if I can have their number, and I was given the general contact number. It is extremely frustrating dealing with them ... read more

14yr Grande customer here!!! DON'T use their services!! My mom is not very internet savvy, so I am writing this for her, she was a loyal customer with Grande for 14yrs! I repeat, 14yrs!! And finally, she's had enough. Here are her words: My internet and cable-box were working off and on for over a month and a half. I lost count of how many techs came out to "fix" the problem. The last tech, who was a nice guy, told me to be sure and call customer service to get credited on my bill since I was having so many issues. I contacted customer service, and of course, the rep refused to give me credit. I had to pay for full internet service when I wasn't even having full internet service. There were times I had to wait two or three days for a tech to come out. So now, after 14yrs with Grande, I am done. Thanks, Grande, for being not so loyal to me in this short month and a half, even though I was loyal to you for 14yrs! Hire some new reps 'cause you're going to lose some dedicated customers! read more

We got our account straightened out. Then 2 days later our phone is out. Called Grande again. Got it working. And now today...no phone and no internet. Fortunately we have cell phones with hot spots. Call Grande again. They hope to have omit sorted out by the end of the business day. So far Grande works about 3 weeks out of a 4 week cycle. No adjustments to our bills have ever been offered. No. I would not recommend this service to anyone. read more

That's it, Grande. I'm done. I'm out. Either you fix my internet service tomorrow morning, or I make a call to a new ISP. I currently have the Power 400 service, which rarely (in brief spurts) reaches anywhere near those speeds. I have had intermittent connection issues since February, which have gotten far worse over time. It's become a regular issue: will I have reliable internet today? Probably not! This is a huge problem because I work from home--mostly writing about motorsports, which means I spend a lot of time watching events streamed on the internet. I have to communicate with my coworkers remotely, also using the internet. I submit articles through an online content management system, which has to save and load reliably for me to get the most basic function of my job done. I cannot afford to pay for internet service that does not work. For example, I needed to work today since there were several big events to cover, and my internet ran into problems yet again. I called Grande and made an afternoon appointment to have someone look at it during a break in the action. A tech apparently had showed up early to work on the lines--unannounced, without letting me know they were there at all, right when I needed to be online to work--to fix my ongoing connection problems. Another tech called later during Grande's previously announced time slot for repairs, and mentioned that someone had already dropped by (which explained the earlier mystery outage) and that he wasn't quite sure what more he could do. I agreed to keep an eye on it since it worked OK this afternoon, and to let them know if the repair didn't work later. It didn't! Saving an article after my internet deteriorated into complete uselessness yet again tonight took far longer than it should, as my internet was still in a cycle of repeated cut-outs. Uploading a small, sub-3 MB photo took several tries because my connection kept dropping. This is beyond unacceptable. I have no words. I'm so angry and irritated that I can't even fathom why they haven't figured out and fixed the issue yet. Techs have not spent enough time actually troubleshooting the issue, despite the multiple visits. I'm probably in the double-digits now for number of support calls. Sometimes they do not even call to let me know they're working on it, which means I get an unannounced outage on top of all my ongoing issue with unannounced outages. Because my problem is intermittent, someone needs to come and spend real time and effort monitoring it and seeing exactly what triggers my connection to drop. My previous experience is that a tech will come out to do something small like replace a wire, tweak settings or swap my modem (I'm on modem number three for the year), see that I'm online again and that my numbers look okay, and assume it's fixed. It is not fixed. I am so certain that is not fixed that I do not know if this review will save, so I'll likely copy it into a word .doc as insurance. I write for a living! On the internet! Speed is a virtue; having to work around constant outages is unacceptable. I should not have to copy short things like this review into separate offline documents because I have no faith in a service I pay for to function as it should. Grande often credits down days back for a certain amount after I have someone come out, but they say that they'll do it after the issue is "resolved." In my case, the issue never gets resolved on my end. When pushed, however, they'll credit it after a tech has come out. If you've lost any other days of use beyond the days where techs show up, you get nothing for that. At this point, that credit isn't anywhere near enough, as this ongoing problem is severely hindering my ability to get work done and I must switch providers if it is not fixed. To their credit, I do get a real human with only a few menu selections, and those humans have the patience of a saint whenever I have a problem. The only issue is that they can't fix my problem remotely, their techs don't fix the problem when they've been sent here, and I have had to waste HOURS speaking to those people. HOURS. I want those hours of my life back. The only reason I've stuck with Grande so long is that I know other providers don't often let you connect to a real human when outages happen and haven't heard glowing reviews of their service, either, so there's that. I had decently dependable service with Grande at prior apartments. Service in central Austin, however, has been a complete nightmare. I would give my current experience 0 stars if it was possible. read more

Grande consistently provided exceptional service in all aspects of our service with them. They don't jerk you around like TWC or AT&T with plans that jump in price, high modem rental fees, data caps, high installation fees or early termination fees. Their service is rock solid and you never see dips in signal strength or service speed. When you call, you get a human instantly who is well trained -- no waiting on hold for a rep outsourced tech support in India with an agent who has to transfer you. Grande offers blazing fast internet too at gigabit speeds for $65 a month. If you aren't in their gigabit area, their other plans are a decent value too. Case in point for comparison: there was a storm and it knocked down a tree on a cable service line at 11 pm. Grande immediately dispatched technicians to restore service within the hour. The issue resulted in a small service issue for us the next day as our modem was losing its signal and grande dispatched a level 2 technician to our house who resolved the issue. This isn't something that will ever happen at AT&T or Time Warner. Grande is an incredible internet service provider in austin and I strongly recommend them to anyone. My only complaint about Grande would be they aren't everywhere in Austin. I wish they would grow to more areas in 78759! read more

The worst customer service in the fields of cable/internet. I live in an apartment complex that only allows Grande, so I have no choice. Believe me, if I could, I would switch immediately. When I called the office to complain I was told they have received numerous complaints about Grande, it's service and it's high price, but they have a contract. So, while watching t.v., the screen will suddenly go blank with only the white band across the bottom, telling me what show I am now not watching. Beware of Grande! read more

Never ever go with grande. Ripping me off for years. Switched to Google fiber and had a 3 week credit and they are still ripping me off. Trying to charge me more even after I left and return modem within 2 days. Horrible company. Scamming for years read more

I have no idea what a dry cleaning problem has to do with Astound Grande Communications but let me assure you they are the worst. They are overpriced and unreliable...you have no idea how many football games I have missed with this service... Tonight I was watching the USFL playoffs on NBC and the live feed went out...had my wife call Grande and a half hour later they got it back on...by then it was halftime....the game stayed on about 15 minutes and it cut off again only this time all of the other channels are working but NBC.... Forget that we picked the middle plan for 85.00 and we are paying 150.00 a month and two or three times it has been over 300.00 for reasons I am not totally clear about...they said something about we had to pay two months ahead or something...all of this...and I can't even watch one stinking football game that I have been waiting all week to watch.... read more

Over the past few weeks my internet had gone out every 15-30 minutes making it almost impossible to watch a show or do anything on the internet. For the amount they charge monthly there shouldn't be these kind of issues. I'd never had this problem with them as grande but have had continued issues since they became astound. read more

There customer service is awful. The internet sucks. Especially for what they charge. Had enough. Canceling and going to Google Fiber.

Thieves, they will over charge you every chance they get. It's a ongoing problem. I have to call almost every month to remove over charges that should have never been charged. read more

Worst service. When you call tech support online after 20min they pickup call and then they say I can't hear you properly and then hung up. Then you call again after 20min same hell shit. Someone needs to look at this. It's worst tech support on call. read more

Would give 0 stars if I could. Absolute worst service I've ever had. Have asked them 5 times to tell me when they have "scheduled" 6-8 hour maintenance on their crappy internet. So I just lose internet service during studying or having friends over. It's very awful service and very bad internet to begin with. I hate absolutely everything about this provider and would never recommend them to my worst enemy. read more

Beware!!! They credit customers then take it back!! Stay far away from this horrible company!! Worst customer service ever! Grande says I never fully paid my previous bill even though it does not show 54.95 overdue anywhere. I was credited the 54.95 back the other day for them to call and say nope we are putting it back. Avoid this company at all costs. read more

I am a current Grande customer and after tonight, I am done. In the span of watching a single stream of Game of Thrones, with literally no other activity on my connection, I have had to restart my modem twice to make it through the 90 min episode. This is not normal for someone who is supposed to have 300 MBps connection. Let me walk you through my entire Grande experience: 1) When they came to install, they sent a new tech out. Despite having a connection that worked beautifully with Time Warner, the tech insisted I needed to drill a new coax through my wall. I held the line explaining that this made no sense and that coax was coax, and eventually, they sent one of their senior installers who communicated that he was new and apologized for him being a moron. This should have been my first concern, but Grande was going to rake me over the coals with cancelling the service on day one with THREE YEARS of fees, so I let it go. Heck, the TiVos they gave were better than the Scientific Atlanta garbage Time Warner used, right? 2) No. The second TiVo mini I had has never maintained a stable connection to cable, and fails so badly that in the past two years I have never been able to use it. Ever. It gets stuck in an update infinite loop that renders it a useless paperweight on my second TV. 3) All this I'm willing to overlook, because I'm somewhat of a lazy consumer. Shame on me...however, let's look at my bill, which increases every cycle regardless of literally zero new services ever being added to my subscription in two years. Why is it increasing? I don't know! I've never received a bill! 4) My card was compromised, which I had on file with Grande, so my service was shut down after a couple months of non-payment, which was never brought to my attention. These things happen, but when I added a working payment method and requested it to be updated, it never was! That's fine, they'll just shut me down again in two months. Fortunately I was able to get the one good CS rep to update my bill successfully, so they can continue to shaft me for $200+ on spotty internet. 5) Oh yeah, I pay $200 for 300 MBps internet and standard cable. 6) Did I mention that every time it rains, my internet slows to a snail's crawl? That's because some of their switches get water-logged and stop functioning! Will they fix it? Why, when they can invest in another marketing rate to get you suckers at cut-rate prices? That seems more cost-effective. 7) They have separate login credentials for logging onto streaming services (aka connecting things like FOX, CBS, etc with online services) and their billing hub. Why? I'm going back to Time Warner (aka Spectrum) and using TrueBill to have them fight for getting my rates to a reasonable range. While Spectrum plays the game where rates increase arbitrarily, I really never had a single issue with the service connectivity itself, and hope that this TrueBill crap can actually cut back on the brutal service I experience with Grande. I wanted to like the local guy but they are literally no better and in many cases far, far worse. read more

They have excellent installers who really care about satisfying the customer. But that is where it stops. I signed up for 1 Gig but only get 60MB on average. The technical people said it was probably my equipment .However, I got faster speeds from the last provider that was close to what I was paying for.The coverage or range in the house is much less with grande than the last provider. read more

When I posted my negative review on Sep. 12, the problem had been going on for four weeks. Five days after I posted my negative review, Grande finally fixed the problem, but never notified me. I just happened to notice when I logged in to my account. At least I can now download my saved files so that I can store them somewhere more secure. read more

Very nice and easy to deal with when establishing service. After that, customer service is very weak. On hold for 20 minutes and gave up. They try to upsell you routers to deal with mediocre signal strength. read more

I signed up with Grande when I moved into a San Antonio apartment - there was no other provider. I upgraded to get more channels as the original channel line-up was not explained to me. I just got my bill and found over $50 in surcharges that I WAS NEVER TOLD I would have to pay. The TV picture is lousy compared to Time Warner - poor resolution and the picture gets pixelated way too often. The internet takes a while to load pages at times. Technicians that came out for installation and the upgrade were great, but that has been the only good experience I have had with Grande Communications. I thought I would save money compared to Time Warner and have at least the same quality service, but NOT! Grande, so far you SUCK!!! read more

Technician came...checked our TV and internet on the lower floor. Left because I wasnt home because my wife said "my husbands computer is having the internet problem"..said because I wasnt home he couldnt check it lol. Comical to say the least. Every customer service experience I have had with this company has been a bad one..terrible they are the ONLY option in my subdivision. Cant wait to move read more

I was going to finally splurge for cable, in addition to internet. They set up the appointment time, I was home an hour early. They no showed. I waited 4 hours for nothing. When I called, they said they were there but I wasn't home. Not true. And I have dogs who would have barked their heads off. They offered to reschedule in a couple more days. This is really terrible service. read more

I guess my husband wanted to avoid Time Warner at all cost, so he went with Grande. But their customer service is ridiculous. Our internet goes out periodically, but this weekend it just stopped working. When I called and told them I needed to have the internet before Monday morning because I work from home, the customer service guy actually laughed at me and said he can't make up appointments and the earliest we could get someone was Monday night. Okay, so Monday night between 5 and 7 was our appointment. Cue to Monday night, I get a message on my phone saying my appointment was cancelled because I didn't answer my phone when they called. What kind of policy is that? I was at home, waiting for my appointment. No one even bothered coming to the door. Honestly, I can't wait for google fiber to finally be available. read more

If there was an option for negative stars, I would give them. Grande Communications was, without a doubt, the worst ISP I have ever received service from. We were in an apartment complex only serviced by Grande (Village at Gracy Farms), which meant we had no option when we found that the service was unavailable frequently. I would guess that service was unavailable for multiple hours during the day 10 times or more in the year and a half we used Grande. My fiance and I both work from home (in tech) and require an internet connection to do our jobs. Randomly losing connection with no reliable ETA was unacceptable. What's worse is that when I would call in these outages, I would often receive an automated notification that service was being restored - but was told later that calling and receiving this recording would not ensure that I was credited for the time my internet was unavailable. Instead, I was told that in order to receive credit, I need to both call in when my service is interrupted and then AGAIN when my service is restored. It is not my job as a customer to let Grande know when my service is and is not available. If they have consistent issues in an area, they should credit customers according to the service received. Perhaps then Grande would have been more proactive about remediating whatever issue seemed to persistently occur at our complex. I will never do business with Grande again, and will actively campaign against friends and family relying on them for service. read more

I was a Grande customer for nearly 10 years and part of their initial launch to customers in the Austin area. In the beginning, they were pretty great. Any time I felt my bill was too high compared to other offers advertised elsewhere, I could call in, say "I've been a customer for a long time, don't want to switch since you're local -can you match this price?" they would do it. I was really impressed with the service. I extended their services to a second account for my business location. Then, everything changed. And, they made it clear that being a long-time customer meant absolutely nothing. There was no incentive to remain a customer with Grande. Incentives were offered to new subscribers, but they won't extend them to you -if you've been with them for a decade. Your bill just keeeeps going up. I needed to reduce my costs, so I called to discuss the best package for what I needed to help carve back my bill (drop some add-on movie channels, etc). Instead of the straight-forward, no bs service I used to enjoy from Grande, I had a maddening runaround with a snotty girl who just read from a script and played endless games trying to get me to spend more money on packages I didn't need. I couldn't get a straight answer. I tried over three phone calls in a week to get the right setup, and always was sent to the same person. It was like dealing with a completely different company than before. She was condescending and unhelpful, to the point that I didn't want to be their customer any longer. So, in their efforts to prevent me from carving back $20 or so from my monthly bill, they instead aggravated me into closing both my accounts entirely and switching services. read more

Can you guys truly offer 24/7 customer support for internet down times and internet not work or at least offer credits to those that miss out on your service due to lack or skill or professionalism to confront the outages and issues. As soon as sun breaks and grande is up and running we are gonna call to have your service removed this the last straw read more

Again, I find myself without internet service. In fact, the only thing I can count on with Grande Communications is that at least once per month, my service will go out and I will have to take time off work for a tech to come out. A fine example of the tech coming out: (1) using my appointment time to deal with something else in the neighborhood, or (2) not showing up at all. The final straw was after being told I needed to go three days without service and trying to explain that my boss is telling me that I need to switch service due the amount of time I have taken off, my (already rude and smart mouthed CSR) said the best they could do was next weekend -- or eight days without service. They recently raised the monthly internet service cost to "make improvements," but I am still dealing with poor internet and customer service. read more

We have been with Grande 13 years recently reached out about lower my bill. Oct $276.61 Nov $363.87 Dec $323.07 new customer's get better internet more channels and are charged $191.08. nnedles to say they were unable to lower my bill even after sending in some equipemnt & taking off a package my Jan bill will be $283 So lets say $275 a month for 13 years thats $42,900.00 of valued customer money and you give new customers over $100 a month cheaper drop my bill $ a month "$175" over 13 years is $27,300. Think its time to go else where with my business. read more

I picked Grande & switched from the terrible Time Warner because I needed better and faster internet service. Now I'm regretting it 3 weeks in as I work my ass off all night trying to finish a deadline then all of a sudden my internet cuts off. Not to mention some nights while my husband & I are enjoying a good movie in one of the premium channels we have included in our plan, all of a sudden, in the middle of the movie's plot twist, our cable disconnects for no reason. So we pick up the phone to call the 24-hr customer service just to be greeted by the auto-responder saying pretty much "yes we know what you are going to complain about and yes your cable is down, the good news is, you are not alone hence the pre-recorded message so we don't have to deal with each and one of you." I know you guys are the new kids on the block, but yall need to move faster with whatever updates all of you are doing. My business depends on it, don't make me cancel this whole thing before my first bill comes! read more

Don't use if you care about your credit. Absolutely terrible. Called to terminate my service - they didn't turn it off and charged me for 3 more months, reported me delinquent to my credit report. I call them and they can't verify it as a debt, refer me to their collection agency, who yells and hangs up on me, and then when I call Grande they hang up on me as well. It is one thing to run a business and be profitable. Its another to make mistakes and refuse to correct. read more

We used them for a business account. The speed was good, but we had a good number of periodic outages. This would have been OK until we tried to disconnect. We moved to a new location and they did not serve the new area. When we resigned with them, I had negotiated in the contract (knowing we would move in a year or two) that if they did not serve that area, they would disconnect us for free. When disconnect time came, it was clearly up to me to prove this and it took multiple conversations and emails and faxes to get them to honor their own agreement--written into the contract. Still that wasn't the worst. It is now late August and we stopped service in early April. I have received countless bills for countless different amounts. Each time I call, I work with a customer service person who eventually goes through all the notes and says we do not owe them anything. Then the next month, week, or even day we get a new bill, often charging late fees. Finally they have sent it to collections--days after I spoke with someone who once again said we did not owe anything. I am paying the $30.29 they say we owe, just to stop having to deal with them for an hour or three each month. It is outrageous. Don't ever use them. It is worth paying not to deal with them--perhaps a good short term money making plan for them. read more

Unfortunately I have to keep their services due to family members not wanting to hassle with transferring services, so anywho! The internet is always weird, it'll just randomly stop working. When my brother or I have tried to contact customer service to help walk us through what needs to be fixed or what they can see how to diagnose the problem we are either 1) put on hold, 2) talked over, 3) transfered to another rep that can't seem to help or understand and it's just FRUSTRATING! We also have the package where we have all the channels up to like 885 (?) and half of them just show up BLACK! So when we called customer service, the woman preceeded to just say that it was our tv that couldn't convert the channels. I have never heard of that before! Our tv is a flat screen Sony 42" that we bought LAST YEAR! So how is this woman saying that it it simply our tv? Worst cable/phone/internet provider that I've ever had. read more

buncha derps. Our internet cuts out all the time, and the cable signal is terrible. We had a guy come out and check it, and he said everything's fine...thanks. read more

Terrible service, we just switched from Time Warner to save money 2 weeks ago... what a joke!! the internet keeps kicking me off, they cannot get anyone out to fix the problematic modem for 3 days...WTF so now i'm paying for service i'm not even able to use... I would rather pay the extra $ for reliable service than have my weekend ruined with this crap. STEER CLEAR OF THIS COMPANY!!!!! read more

Moving into my house two years ago the decision on what TV/internet provider to use seemed to be pretty simple, Grande was not Time Warner so it seemed like the right choice. It was not the right choice for us. Our internet shut down not once, not twice, but at least 4 times. We had a technician come out to fix things two times, and that was just things I couldn't be talked through fixing on the phone. One time while I was trying to get my internet back on, during finals, I was laughed at by the customer service agent who just didn't "get" how I couldn't know what some of the hardware was... 'Cause it wasn't frustrating enough being without internet during finals. Our bills were consistently inconsistent. We'd be SUPER overcharged and they would refuse to change the bill, they told us multiple times that if we paid the overages they'd just take it out of our next bill... The problem is sometimes as a student working and putting myself through school I don't have a ton of extra money for an internet bill, I've put aside a certain amount and to overcharge me again and again even though I bring it up before we pay the bill and in ample time for it to be changed is not okay. We switched to another provider for the last 4 months in our home because even though it was inconvenient to switch, it was much better to actually have internet and money. read more

Don't ever buy from this company. They will overcharge you, underserve you, and they can't do basic math. I regret ever choosing Grande as I hope every employee of theirs regrets working for the most evil and greedy company there is. read more

I don't usually write reviews about Internet providers but Grande's customer service is just the worse! The customer service representative does not help whatsoever and just gives you the sense that you are screwed. You can't do anything but pay the late fees AGAIN because their autopay system does not work properly! Aside from that, the website does not reflect the correct billing that was listed. I've had several occasions also where I had high ping and slow internet. To Grande, there is no warning about late fees, no forgiving - seems like this is how they make extra money buy screwing their customers. It's sad that the apartment complex only has Grande as internet option. If there were other options, I would switch in a heart beat! Browsing through the reviews, I am sure that the good reviews here for Grande are fake. They probably paid businesses, people, or customers to give them good reviews, which seems like the only way they can get good reviews. I used to have U-Verse, now I appreciate that service. Avoid Grande if you can. The slightly lower cost does not make up for the notorious late fees and hidden fees they charge you. You end up paying more for lower quality internet. read more

My internet disconnects every 20 minutes. What made me upset is their customer service. The lady mentioned that our modem working fine, may be your neighbor's wifi interface is troubling you. We cannot help you with that. I asked her to send technical people , her answer is if they come and find no problem you have to pay $79. I pay my bill every month. This is the threatening message I get from customer service. she told me if its AT&T and Spectrum also they cannot fix such problem. read more

Absolutely atrocious internet provider. Poor customer service, racist, rude technicians and horrible internet performance. We were paying for their 75 MBPS Down and 15MBPS up plan, the only time I ever got even CLOSE to those was at 3 in the morning. My chances of getting a solid connection during peak hours were non-existent. Lag, buffering, slow page loads. Everything. They kept trying to blame the problem on my (brand new, $130 router) And insisted I pay them for their router to alleviate the problem. After over a dozen calls and issues, I'm happy to say that I'm moving to a new part of town where AT&T can be of service instead. Grande is an atrocious company with atrocious service, the only reason they're still in business is because they have a monopoly on certain parts of town. read more