I am so disappointed with grande. I was happy to support a local business for years, but now I have a bad taste in my mouth. I sold my house in December and paid to put my phone on vacation. I wanted to keep my number that I've had for over 6 years. The house I was building just a few blocks away was not yet finished. They checked and said it was grande available so I could pay $15 month to hold the number. I just received a refund check in the mail. When I called my number it had been disconnected. Grande now says that there isn't a service like that. Even worse when the new owner called for service they made her bring proof that she owned the house and then they disconnected my service. I have done this service in two other states and can't believe after six years they couldn't save my number! And that they never even let me know, just sent a check. read more

Switched to them because they allow you to use your own internet router. Setup was easy. So far so good. Internet and tv service is a little cheaper than my previous ATT service (~$30) and hasn't cut out so far in a month and a half. Patrick was very helpful in customer service. read more

It is the worst internet I've ever had in 20 years of internet service. I had faster download speeds in 1997 than I have in 2015 through Grande. It is the only internet service that will make Time Warner seem like a good deal. It is fucking garbage. read more

Slow connection and bad customer service.

Dropped service, Had to game off of phone connection since October, multiple service calls made. If you enjoy 5% to 30% packet loss during peak times, then grande is the correct ISP for you. The techs that come out and the ones you talk to on phone do not even know what packet loss is. " well your getting 400MB down like you paid for, thats good right?!" read more

Astound | Austin - Packet loss - Internet Service Providers Near Me - Austin, Texas

The people are really nice but the product is poor quality. We upgraded to a 300 download speed, up from50. Yet we can't have Netflix on one tv and watch TiVo on the other without getting a connection lost error, or an error that says our home network is too slow. We got the second best. I wanted longhorn network so had to get grande but super upset with the quality based on what we pay. read more

No cable / internet / phone provider is perfect, but Grande is the best of the bunch. Plus, they're a Texas company, not a mega-conglomerate. When we do have to call them, which is not very often, there's almost never any hold time on the phone and over the years, technicians have often come the same day. My wife and I spend a huge amount of time on the Internet for business and require a good, consistent Internet connection. Mostly, that's what's important to us. Grande has been doing that well for us for over a decade. The speed is consistently in the range we've purchased and the connection rarely drops out or slows down. We also use it for Netflix and never had any issues with buffering. Their basic cable seems fine and that's all we use, so I can't say anything about any fancy cable packages. The phone always works, though like so many, we don't use the landline very much anymore. It's connected to a fax these days. There are occasional outages (maybe 2 or 3 times a year), but I call and have always immediately gotten through to a person. They don't treat me like a moron and make me do another modem reset or tell me the router must be bad. They look at the connection from their end and generally have useful things to offer. Sometimes they tell me there's an issue in the area and they have a crew on the way. The down time has almost never been more than 30 minutes. That's pretty good in my opinion. This stuff runs on a bunch of wires and things do break sometimes, right? LONG STORY OF THE ONE BAD MONTH IN TEN YEARS... There was one bad month about a year ago and it affected all their customers in the neighborhood. Their internet service became intermittent, dropping out for thirty minutes at a time several times a day. Oh boy, was it frustrating. I mention this because I think they did the best they could. They sent out a technician the same day, thank you very much and he was there around the time they said he would be there. He checked every wire and every connection. The problem persisted and they sent out another technician about a week later. Again, same day we called and on time. He checked everything again and replaced a few connectors and cables. Unfortunately, this did not solve the problem. It persisted for another several weeks and we would call each time it happened. We called so often we had their number and phone key prompts memorized. They kept offering to send another technician, which was a little frustrating because by this time, the folks in the neighborhood were all discussing that they were having the same issue. We started talking to supervisors there to explain it was an area-wide problem and they said they were aware of it and really were trying to figure out what was wrong. My wife was so frustrated we almost switched over to Time Warner, but we stuck it out and they finally did solve the problem after about 4 bad weeks. Things have been smooth as silk ever since. Now, I know 4 weeks of frequent outages might sound like I'm giving a bad review, but really, they were trying to solve the issue and I have to say, they were responsive. We've had their service for over 10 years and 4 weeks is not much in comparison. I'm glad we didn't switch over to one of the mega-corporation providers. I like Grande. read more

NOT a good place at all. The CSR's are horrible and their billing, sometimes I wonder where they come up with these numbers. Ok, I have a bill of $127.82 which is overdue and want to pay everything off. Now they come up with I owe $292.29. Now if I multiply 127.86 x's 2 it comes to $255.72 but there's comes to $292.29. Even with late fee's, my calculation does not come up to 292.29. So, what's up with that. I am living in a senior community and could have the opportunity to go with Direct TV but I am not willing to sign a contract. Many people in the community have expressed how disgusted they are with them. One gentleman got a bill for $700.00 for 1 month. Go figure. I can't say enough bad about these people. Just don't use them if you don't have to. read more

Just yesterday there was an internet outage and I see great reviews for it, which is unbelievable. The worst part is today I call Grande and come to know that yesterday's outage fix was just a temporary fix and that today, they got the equipment to repair it. If that's the case, then why haven't the customers been notified of the maintenance work? My husband works from home and its frustrating to have internet outages for two days in a row, atleast if he had known that there was going to be a maintenance internet outage, he could have made alternative arrangements. I agree with the other reviewers, the good reviews are absolutely fake and you don't get the speed you pay for. I pay for 50 and get only 28. Too bad my apartment has no other ISP other than Grande. read more

Been using Grande for a few years and they are horrible. The customer service is terrible and they make promises about fixing stuff and never follow through. I only gave one star because I can't give 0 read more

Worst customer service ever. I have sent 3 messages over a 2 week period to cancel my cable and have yet to hear back from anyone. The cable box doesn't record the shows I want and when it does it gets 5 minutes and cuts off. The screen is shaking so bad I can't even watch it. It may be the cheapest but there is a reason for that. DO NOT USE.... read more

A long time Grande customer with bundled service for which I pay a couple of thousand dollars per year. I recently found that I could not access or sign in to my e-mail account. My password was disabled. Twice i contacted their customer service to access my e-mail and was quickly blocked on each occasion. Had the customer service representatives done due diligence, they would have seen that Grande had locked my e-mail account. It appears that somebody has stolen my grandecom address and is using it to generate SPAM Again, failing due diligence, Grandecom labled me the perpetrator and locked my account without informing that they had done so or giving any reason.. My virus program detects no virus or malware but I am having to take my computer to a professional for scanning. This action and lack of professionalism by Grande Communication is costing me money and threatening my livelihood. read more

Very poor customer service. Hopefully you don't need to contact them for any reason. You will get transferred all over the place and spend hours on hold :( read more

So I've only been with them 2 months (Grande) and I'm not happy with them at all the service sucks the internet always runs slow they haven't sent me a bill for December/January and they cut me off for 30 bucks after I made the other payment I'm just over cable companies all together I'm just gonna get a fire stick the hell with this..... I have the 89 dollar plan right huh they charging me 40 dollars in taxes so my bill goes from 107 to 150 ain't that some bullsht read more

I've had zero problems with Internet service from Grande. The very few times I've called customer service I've been satisfied. Their prices are cheaper, service is better, and it's a local business. WAY better than TWC, and much cheaper than ATT. read more

I'm actually really surprised Grande has such low reviews. Full disclosure: we live in 78702, only get Internet from Grande, and have only had them for a few months. But our connection speeds have been terrific. There was only one time when our connection briefly went down, but it didn't last long and they were very courteous on the phone regarding it. Also very little automated telephone system to get to a real person. The fact that they're semi-local just makes it even better! I can't say much for their TV or phone, but if you're in the market for just Internet and are fortunate enough to be in their service area, I highly recommend Grande. read more

Really disappointing. I have had grande internet since October 2018 at my new apartment. Before that I had the same service 100/110mps through grande at my old apartment which was just one building over, less than 100 yards from my current apartment. Never had any issues at my old apartment which I was at for 2 years. Since moving to this new building in October I have had nothing but issues. Internet drops in and out and when it does work it is extremely slow. I have had service come out numerous times, I basically call grande several times a week and have been since October. A supervisor came out in January and told me that there were issues with the wiring of my building and that it should be fixed in a week. I waited two weeks, still no better so I had someone come out again. Then the guy tells me that WiFi is not guaranteed. While I do understand that, I feel that I should be able to experience decent service the majority of the time, especially since I upgraded recently to 300mps thinking that was the issue. But still, nothing works. I am paying almost $70 a month for just internet that does not work as it reasonably should. One day it will work perfectly fine, lightning fast. Then the next it's unreasonably slow and cuts in and out. Every time I call they always say that there is no issue with my internet. So a few days ago, a service rep had me do a hard reset. Unplugged the cable and power cords, waited a few seconds and plugged it back in then magically it worked great, lightning fast for about 30 minutes then went back to being unreasonably slow. I feel like this shows that there is some kind of issue that needs to be fixed. I don't understand why no one at grande is able to get this together. Today my internet dropped out again, apparently there's an outage in my area but I am very skeptical that the outage is even related to my problem because this is just normal for the service I receive. Unless there has been an outage for the past 7 months then there is another issue. 99% of the time that I have an issue there is not an outage reported in my area. And let me just reiterate, my internet NEVER works properly for more than a day at a time. I'll have one good day then a week of poor service. I just don't know what to do anymore. I work from home and this is really causing me major issues. I could lose my job over this as I am required to have high speed internet (which I do pay for!) and grande does not seem to care because if they did they would be working harder to fix this issue. I can't even hardwire the modem to my computer to see if the WiFi is the issue or if it's with the internet itself because my computer does not have an Ethernet port. Unfortunately my apartment complex does not allow me to have any other internet provider so I am stuck. Very very disappointing. To reply to Grande's comment: I call and go through the troubleshooting process at least once a week. I know the phone number by heart as I have been calling it consistently since October. How come when you guys do a reset it will sometimes work then go right back to not working a short while later? But yet I'm still told that there is no issue with my internet and that WiFi is not guaranteed. Just ridiculous. Seems to me like you guys just don't know what the problem is and no one wants to take the initiative to figure it out. Did you even read my review before making that comment? If you did you would have known that I call you guys all the time! How about someone offer some real assistance? read more

My Grande experience. The technician came out and installed internet, very nice and quick. An hour later I turn on my tv and have no service-I have DirectTv. I call Grande and they tell me I can't have both unless I install special outlets so I can either have one or the other. No one told me this at any step. Then they inform me that I have to call DirectTv and have a tech come out to fix my tv service and I will also have to have Grande come out and install another outlet, which they will charge me for. huh? Their screwup and now I have many more hours of waiting on technicians and more money. Thanks, but no thanks Grande read more

They owe me $300+ in refunds for services not delivered, are horrible in communicating, and blatantly disrespectful. Do not use Grande, ever. read more

I have been a Grande customer for almost 10 years! We've had a few internet issues here and there but customer service and the techs that have come to the house have always been great and solved the problem. read more

Ive suffered through this shotty internet for half a couple months now, and let me tell you I have never been more frustrated with internet than I have been this fall. The Internet is never stable, whenever I have a day where my ping is low it feels like a Christmas miracle. Unfortunately, most of the time it will jump from 40 to 300 and just sit there for a minute or two. If my roommate is downloading something I pretty much have no internet for hours simple because it literally takes all night to download anything. During that time my internet speed is throttled, my ping is near 1000 and doing anything on the internet is painful, at best. Ive tweeted to them before asking about whether or not their service is fixable, or if it was down for a reason in the past and got the most generic reply I've ever seen. On the weekends it's worse, feels like the entire staff of Grande goes home and lets the internet fail, more times than not I find myself getting annoyed at the internet speed and honestly it makes my day a little worse each time. I sincerely hope my apartment complex switches internet providers when their contract runs out. I wouldn't recommend Grande to my worst enemy. read more

We used Grande for our business, had a T1 line that we split up for phones and Internet. The service was ok, but on the billing and support side, it wasn't good. We typically had our online bank account just send out the monthly payment on or right before the due date. If they got the payment even 4 days late they'd send out a nasty notice threatening to disconnect service, etc.... Well, by the time we switched providers when our contract ran out we had been mis-billed and actually had a credit balance of over $700 they owed us. Was told it takes 8 weeks for those to get paid! Wow, how convenient for you guys. You bitch and moan if your payment is 3-4 days late, but you'll take 8 freaking weeks to pay YOUR bills? Classic. And I can't even get them to do that. It's now been 12 weeks and they keep coming up with excuses as to why it hasn't been done yet. I will never do business with this outfit again. read more

Dollar store internet modems and routers. SLOW!!! Rude reps. Tardy, uncaring techs. Don't think they have managers because you'll never actually talk to one. Save yourself weeks of frustrating confrontations (no experiences here). read more

If they could receive a lower rating they would. I only went with this company as it is the only cable service that is available in my apartment complex. Needless to say I now use hulu and netflix. Every month my bill kept getting more and more expensive for no reason. I would call and ask and they would tell me random bs reasons. The customer service was no help Time Warner has better CS than these people. I discontinued my service and turned in my equipment. Well to this day they are still trying to bill me for two months worth of service after I got rid of them. Ummmm no I wasn't using your service (there wasn't a contract) so I'm not paying you for months I didn't have your crappy serve. read more

Edit, after 2 months of calling them and having them come out about 8 or 9 times they finally fixed the issue. But what an incredible inconvenience. Also, the manager of tech support was a real a-hole. Very unfriendly and curt. End edit My experience w/ Grande has been horrible. While their telephone tech support personnel ranges from excellent to barely OK, the internet service itself for me has been terrible. I've been getting intermittent outages for a month now on new service, and 4 visits to my site by technicians have not solved the problem. If they don't fix it this next visit I'm switching to someone else. Very, very poor showing. On their first on-site visit, the technician didn't even get out of his truck. All he did was try to call me, but my phone didn't ring (because I have AT&T) so he just assumed I wasn't home and turned around and left. He didn't bother to get off of his lazy ass and knock on my door. I mean, this is worse service than the post office. Edit: They finally fixed the problem, but over the last 8 months it happened 3 more times. I'm sure it will happen again: long outages. Many Grande technicians seem totally incompetent. Edit: I've had a total of at least 7 outages in 2 years. 2 months ago it was out for 3 days. I'm done with them, I'm so sick of Grande I may do business with the devil himself: AT&T. I will be leaving Grande ASAP. They are a fly by night operation. read more

I'm done with Grande. For the last few months I've had issues with my internet service and each time I call, their only solution is to send out a technician. Each time the technician comes out and tells me there's no problem at my house. During one visit there were two guys here and they checked the physical cabling inside the house, outside the house, across the street and to the telephone pole down the block. Verdict: it's a network problem. Sure enough "something" was done and the connection was back to normal. This past week I ran into the same problem I've had the last three times and guess what: we'll send a technician out. At one point I had to explain to the tech support guy how computer networks worked and how me pinging google.com would not tell him anything new. No. Not again. You're not wasting my time again. To top it off I found out they raised my montly bill by $30. When I asked why, I was told I had been getting a promotional rate and it had expired. At no time was I told I was getting a "promotional" rate and at no time was I informed the bill would be going up. Then to make me even "happier" the billing rep told me they didn't have to tell me the monthly charge was going up. One night I was working on an important project when the internet connection went down. When I called I was told there was scheduled maintenance and no, they didn't tell customers when it would happen or how long it would take and no they wouldn't post ahead of time when new maintenance would be done. The common response to many of my complaints was: we're not the only company that does this. True, I guess Time Warner is just as bad. I REALLY REALLY wanted to use a local company. I've had Grande for almost six years and for the most part it worked but when there were problems, getting them fixed was bad. But really, if all you aspire to be is as bad as another company then I'll take my money somewhere else. read more

You cancelled our service without giving us the benifit of the doubt. It was not us who was the party responsible for infringement. You need to reconnect internet please read more

Worst cable company we've ever had. The internet goes in and out everyday for all of our computers and devices. The cable freezes ALL THE TIME and ruins every show we try to watch on DVR and live tv. We've had a tech person out almost 10 times in 7 months for outages, etc and they never fix the internet or freezing problem. Customer service is hit or miss and they always send out a tech guy who makes us wait for hours then has been a no show twice and late twice. We should be getting refunds every month for this crappy cable and internet but it's such a hassle to deal with anyone. Can't wait to move out of this apartment so we never have to use Grande again!! read more

Intermittent service the entire time I had them. Every time there is a problem they threaten to charge you to have a tech come out. In one years time I'm on my fifth modem from them. They charge monthly fees for the use of these modems...modems that don't work. I've tried time and time again to get them to help me and all they say is "it could be a number of different issues you are having". No. the issue I am having is that their internet only works part of the time! I'm CST and CNST certified, so I know enough about networks and networking to know that I'm just getting the run-around. read more

I have been a Grande customer for 11 years. I had fairly basic TV with phone and internet. The bill kept going up and up so I called and cancelled the TV service and kept the phone and internet. Before canceling my bill was $201 a month. Now with phone and internet only it is $113 a month. That is still a high price. When I figure out satellite internet I think I will go with that. So much for customer loyalty 11 years and that is the best they can do. read more

Grande used to be great. I signed up for their internet service as soon as it was available in my neighborhood roughly 10 years ago. Their technical support is still usually great (85% of the time fantastic, the rest of the time you get someone bad or catch them on a bad day). Lately, however, customer service seems irrelevant, it's all about making a buck. They've changed their website so you can no longer directly log into web mail, you can only go to their portal. I assume that makes them money somehow. Inconvenient if you have multiple email accounts, and awful to try to use on mobile phone. They don't care. They won't even respond to emails asking where to provide feedback. The internet service intermittently drops. They know that, three tech support saw it and scheduled repair guy to come out. Said I didn't need to be home because they'd check the hub and other stuff. Instead, each time repair guy came and left when I wasn't home. So problem is still there. Also, upgrade the type of modem can use (docsis 3), but insist you use theirs, won't support anyone else. Sad it's now all about money and that they obviously don't care about customers anymore. The low ratings on Yelp have been here for a while, and things just seem to get worse. Go back to your heydays, Grande. You used to be amazing, and I told everyone to switch to you as soon as you were in their neighborhood. Show you care about your customers, you can do it. read more

This is bad.... Scheduled to have cable installed today between 1-5pm..no one showed up. I was home all day waiting for them.... I'm a long time customer and this is the way grande treats their customers. No courtesy call either!!!! read more

Grande that high-maintenance friend who always is there but you have to bear with her idiosyncrasies- you kind of have to hang out with them but it takes energy. I have basic cable, internet and landline with Grande and the price has crept up to over $70 a month for these basics, wihich is right on the cusp of what I am willing to pay. And they keep taking channels away and replacing them with bad stations; so though the lineup goes to 27, we only really get nine standard entertainment channels. I very rarely have difficulty with service. But the billing issue is a real pain. I have asked over the past 8 years to change my billing date so that I don't get late fees and the customer service people insist that the computer system cannot be changed- in order to change a billing date, I would have to cut off services, then schedule an appointment to have a new hook-up close to the payment date that I want, and they would charge me for new installation. I am suspicious that their system is so powerful that no human can make a date change. That computer will rule the world one day. Though I've considered going to the Dark Side (Time Warner) life with them was hell (cable cut out, their internet was not very compatible with Mac, and billing ooched up every other month). So of my two dysfunctional relationships I will stick with Grande- at least the product is dependable. read more

I have called their tech support twice. Both times I got the stupidest "tech People" they will not help with anything. They rehearsed response is "this sounds like an equipment issue" They do not even allow you to finish the sentence when they are saying that. I hung up on the grande "tech" and i googled the problem and solved the problem in 3 minutes. I know now not to even bother with trying to call them. read more

Grande Communications is forcing me to pay over just over $25 in surcharges for channels i don't use. their prices are terrible, and i consider them to be a ripoff. read more

I have never had a good time with this compoany and discontinued their services on several occasions. Currently I only carry phone and internet for Home based biz and that never seems to work right. Internet is always out and the phone will be listed as someone else. The cable tv service is ancient, third tier TimeWarner or Comcast, lots of Cspans and Local Gov Channels as well as wierd cable channels that sell airtime locally. 1st- the internet goes out on a regular basis: They have no answers...EVER! They will blame your wireless, the modem or your anti virus-while they promote themselves-but never actually tell you"hey, we're down." 2nd-Support never works: Expect to "trade-in" your cable modem fpor a newer one-yours in a small box wrapped in plastic-that does the same thing. 3rd-Antivirus is a joke and they charge you for it. While I lived in Amarillo i can say that Suddenlink provided great service-though the cable tv sucked the same-for internet and phone for less, while providing Mcafee for free! Grande is in a town three times as big and charges for the right to get paid!!!! 4th-If you live in an apartment where you have already been told that Grande installed EVERYTHING, they will LIE and attempt to charge you for new lines, jacks or repairs. Otherwise they reccomend that you inform Management at your building. 5th-Hardware is beyond Ancient, looks like old Satelite rejects, Remotes have to be manually switched for compatability with tv, If you are of the few folks that gets good service from Grande, Count yourself lucky. As of today I know of several businesses without internet access due to the incompetence of Grande and the utter lack of knowledge assures them more downtime. They neither apologize nor admit they are wrongsince they control so many areas in Austin. If you cna get Direct TV, look into it. They no longer suffer from outages due to storms in most areas. For internet you can try Cricket, it's unlimited and fast. read more

Great internet BUT the absolute worse customer care ever!! I don't have any choice but to use them due to my location. They have closed my account twice and cost me over $400 in reactivation fees. This week they took my payment TWICE, when I called the lady said it would take up to 72 hours for her to get a response from "a different department". TERRIBLE and I do not recommend. I feel as though they look for ways to take your money!! read more

They have owed me thousands of dollars for over a year and refuse to pay for absolutely no reason. Their service is completely unreliable, has caused countless issues during the time I've used it, and has only been problematic in addition to the fact that they refuse to pay us. Don't buy into this company no matter what. read more

Just signed up. First off, I will support anything but the monopolies that TWC and ATT hold, especially a local company. But besides that, the price is much better and customer service was great. As oppose to being beholden to when the technician could come, they were able to work with us to set us up at a time that worked for us. So far, everything is running smoothly. read more

I am SO happy to be with Grande. Finally, a company with good speeds, great customer service and VERY affordable! Love it! So fortunate.