First of all, I would never have switched from Time Warner to these Jokers if I had a choice. They have a contract with my property mgmt company so that they may be the only company to service the townhomes that I live in. I can't imagine them earning peoples business any other way. They have hands down the worst service I've ever experience of my life. I called in from work at 4:30 pm one day to start my service. The man that I spoke to was nice and helpful in helping me decide what package to choose, one of my clients came into my office so I asked the man if he could save my package and I would call in to make the down payment when I got off work. He then informed me that he would be leaving at 5:30 because customer service would be closed and that he would call me back the next day. I was somewhat discouraged because I was really tired of the 12 channels that they provide for free because half of them were in Spanish. After I got off work I took a chance in calling in in hopes that someone would be able to help me in taking my deposit payment. To my surprise customer service was still available and I was taken care of. The only reason that I could come up with for such a stupid lie is that he wanted that commission. The jerk actually had the nerve to call me the next day which is when I asked him why he had lied. He had no explanation for me. This set the tone for our experience with this company. After the first installation they had to bring out 3 boxes on three separate occasions to finally get one that was only semi-functional. We kept having issues with the picture or our premium channels showing up with only a black screen. They finally sent out a tech who knew what he was doing, solved our cable issue, and actually apologized for all of our previous issues. We didn't have any other problems until I called in to have the phone service dropped. I was told that I had signed a contract (which never happened because I requested service the and payed the deposit over the phone) and that I had to keep all of my services for a full year. Customer service is ridiculously incompetent as I was told that I would be contacted by a supervisor after having so many problems and it never happened. Now, here we are a year later and I'm still being told that I can't drop my phone service and my premium channels are showing up black again!!! I was on the phone with tech support for 15 minutes only to be hung up on by someone who can't work a phone line and still no HBO, Showtime, or STAR!. FRUSTRATED is not the appropriate word for how you'll feel once you start dealing with Grande Communications. GOOD LUCK! read more

I love grande! Been a customer since 2012 and consistently have had incredibly interactions with every customer service specialist, support person, and installation technician. This is the 3rd place I've had Grande transferred and they make it easy and pain free. If I want to change my plan to a higher or lower plan, they just do it. I don't ever have to fight with them. On top of that, my appointment was 3-5 and they were there AT 3 to get me set up. You're going to have some outages every once in a while with any internet service, but I've never had more than a couple minutes of downtime. I would NEVER get ATT or Spectrum, I've got Grande. read more

We've had Grande for more than 10 years. When we have a problem, they fix it soon after we contact them. The technicians are hard-working and knowledgeable. I'm taking away one star because I'm not a big fan of the tivo remote, nor am i super happy with a box that doesn't show the time. read more

I have had Grande Internet services at two different houses in 78705 over a period of about 5 years. It has been reliable, and their tech support has always been responsive. We also have a (very) basic telephone line, and I've had no problems with that either. read more

I've used Grande Communications since they showed up in central Texas. People I've dealt with at Grande are always pleasant, their technical assistance has always been excellent as well as the quality of equipment and service, and I prefer to use a local company rather than one of the giants. Currently, I get my WiFi from Grande. (My TV is analog.) My most recent experience with Grande concerns their advising me that they could switch out my current modem for a newer, faster one that costs less. That's quite refreshing in today's world. read more

Yelp should offer an option for "negative 5 stars." And if they did, that's what Grande would get from me. Our internet service with Grande continuously dropped. Finally we switched to another provider, and Grande charged us several hundred dollars for equipment we had already returned. We spent hours on the phone with their customer service trying to resolve the issue. Now, months later, I am receiving calls from a collection agency. I probably don't need to tell you that I'll never, ever use Grande again -- barring some miraculous incentive that I cannot possibly begin to imagine at this moment. UPDATE: within minutes of posting this review, a representative contacted me. And within two hours, the balance was eliminated and they told me they were going to speak to the credit agency immediately to show the account was in good standing. I really appreciate how quickly Grande took care of this. Unfortunately, it took a Yelp review to straighten things out after months of frustration. I'm going to leave the rating as 1 star, but I do want to acknowledge that the team that took care of me today was on top of it. They deserve a lot of credit (and thanks). The problem is (purportedly) resolved. Fingers crossed. If only the process could have been this easy at the start... read more

My review is the same as many here. I signed up when the service was cheap. They upped my rates. The service BLINKS steadily on and OFF. Having the same problem? Send a msg to grande: http://mygrande.com/san-marcos/residential/residential_form.php Gads. Update: I sent an email to the above link and got a reply explaining that they had checked my service on their end, and of course there was no problem. I should consider replacing my router. Hard wire the laptop into the router and see if the problem persisists. . . I followed none of their advice and my service is back up and running without the blinking. Of course I did mention in my email that yelp is full of similar complaints. My personal theory is that they are blinking deliberately and it's better to be a squeaky wheel. read more

I wish I could choose no stars. The worst service I have ever had. I am forced to keep it due to where I live. The complex does not offer any other service other than satellite. I pay for 75 meg internet which is useless as the wireless devices in the house cant maintain a steady connection from even inches away. Even the cable signal cuts out as it were satellite service. Please DO NOT get grande. read more

Current cable provider was taken over by Grande. Basic cable and Internet service was switched over. Was paying $100.32 per month previously, my first bill from Grande arrived was $175.79. Additional charges of several surcharges that I didn't have before, monthly equipment fees (cable box and modem that was not necessary before).The internet service also buffers when I watch video, which didn't happen with my previous provider. I did add a digital phone service that was promoted as $10 per month and doesn't work properly after service techs coming out to the house all day. I log into account and now see an additional $50 transfer charge added since the service was transferred from my previous provider. I have been trying to get in contact with customer service and have been on hold, this time still on hold 15 minutes and haven't spoken to anyone. Eventually I just hang up. After holding 24 minutes I did get to speak with someone and they did take the transfer fee off after I expressed my rationale not to pay it. They could not do anything about the surcharges saying that the broadcasters charge them that fee and pass it on to the customers. I suggest people just buy an antenna and don't have cable. read more

I have had dish Time Warner and DirecTV but grande communication is the worst my bill monthly was supposed to be 140 I give my first months bill it was 310 so I paid paid it hoping my next bill would be what they said it would be and it was about $280 call and complain but nothing was ever done about it so now it's passed due and they will not get anything from me nothing but lies DirecTV will be getting our business again read more

I wrote a review 10 days ago about the poor customer service. Very soon there was a reply from Grande apologizing and asking for more info. Sent it and have heard nothing. Don't expect anything better from them read more

WARNING. The sales agent signed me up for $35.99/mo plus a 1-time setup charge plus a modem rental fee of $11.99/mo. He then said that I could use my own modem to avoid the rental. NOT TRUE. He knew darn well he was signing me up for fiber-to-the-house, and Grande will not allow any modem but theirs for fiber-to-the-house service. And of course, they won't sell their modems. Now, I'm stuck for the fee plus tax, making Grande about as expensive as Spectrum and AT&T. It's not so much the extra cost, as the deceptive sales pitch that bothers me. read more

Customer support may be friendly, but internet quality is questionable. Sometimes, WiFi would cut out every 15 to 20 minutes, making watching videos and gaming very inconvenient. read more

Customer of grande for 5 years. They are normally a 2/3 star business but today's service tops the cake. WiFi has been out all day. I initially call, they say there is an outage. I call back after an hour, they say there is no outage. Have me do the modem plug in and out for 45 minutes. I ask if they have any other troubleshooting tips for the modem I have, they say that they don't know the modem brand they sold me. Reluctantly schedule a tech. Tech supposed to come during a service window. I miss the call. And call back after five minutes. Tech can no longer come. I call main line and asked to be connected to dispatch, they don't know dispatch's number. I ask for a text or email notification like most businesses in the 20th century. They don't do that. Just boggles the mind that this is a internet business. All in all, spent 2 hours on the phone with Grande and the only nice thing I can say that is I am super stoked for google fiber. read more

If there was a way to give zero stars, I would. I got internet installed on February 26th, and March 14th my internet still drops out once a minute. It's effectively not useable. Tech support is a joke. I have Spectrum now and it works great when Grande told me the issue was my outlets. Clearly the issue was them. Steer clear. Customer service and tech support is terrible. read more

Total rip-off. I explained to them 2 days after the service connection for cable and internet that I was having problems, they said the connection was fine from their end and that they could send someone out-but I may have to pay for it. I was too busy to schedule a visit until 3 weeks later, at which point they said they wouldn't charge me for the visit. Great- I went ahead and scheduled the repair. When they finally did come out, the tech support guy explained that the initial cable was not connected properly. He fixed that at the curb and then we determined that I was still having connection problems with my Wi-fi. He ran some tests and I was still unable to maintain a steady connection in the house for online movie viewing for netflix (on my Apple TV-not on the Tivo). The connection would break out regularly. The tech repair man said that I was too far from the hub/pole and probably never should have been connected. Their equipment is inferior for these type of problems and their employees are inferior in installation. Oh yeah, they said I could get a 30 day refund if I returned the equipment and filed a claim within the first 30 days-but by that point it was too late to maintain service on the internet and disconnect with them. And I would have had to file a "claim." It was unclear on how they processed these claims, so it is a pretty vague refund policy. I am so sick of paying over a thousand dollars a year for crap tv with all these rip offs, I decided to finally disconnect cable tv and return to roadrunner (it may be a little more for less-but it works). I like to support the little guy (small independents like Grande), but I am done with paying a thousand dollars a year to watch terrible demeaning tv with service that is unreliable at best. Books, the internet and Netflix (with Apple TV) are the way of the future for me. --edited to include that Apple TV allows me to watch Netflix-not the Grande Tivo DVR. read more

Was almost about to change to Grande but with all the negative reviews I think I'll just stay where I am. If service ever improves I might consider it again but don't hold your breath. read more

So I called in today to change my bank info and discovered by surprise that I had an outstanding balance. Boo! I have autodraft so how can that be? It is like 30 bucks. If you read my original review you can see I added Tivo and when I called in originally I was surprised that there was no charge to switch. I learned on this call that the newbe answering the phone was incorrect ... Grande always charges a minimum $20 which is not a big deal except that is not what I recall the original rep saying ... the person on the phone apologized and waived the fee ... then what about the other $10 ... that was because the newbe forgot to remove the DVR monthly charge when adding the Tivo... she removed that too. Total call lasted less than five minutes and I even changed my billing info in that time. (the only oddity is that the rep said it would take 30 days to take effect which makes no sense to me... she suggested calling in around the 1st of next month so I will) I am a marketing guy (I own Kick Butt Coffee) and I got a long time ago that it is more important to preserve my relationship with my members than it is to be "right." It is great that they understand this and the fact that their $30 loss gets them to keep getting $1800 plus a year ($150 a month) from me... and that taking the $30 loss is a smart move for them. read more

Grande has been great for my home broadband service. I read complaints from other reviewers about problems, but it's the smoothest relationship I have ever had. I've built two businesses at home on Grande and never had a problem with any of my remote tools. read more

My roommate and I just upgraded our service because the basic package was way too slow. As per Grande's advertising, we expected the speed to double. No luck. Same speed or slower (based on Grande's speed tests). So I called Grande and asked what the deal was. They couldn't tell me what was wrong so they sent someone over. Great... except the person came over and fiddled with something outside, never knocked on the door, and just left. After that, all my internet service disappeared! I called Grande again. This time they told me it was something more major that was effecting the whole service area, but that they'd already fixed the problem at my house. "Great, so once they get that fixed I'll finally have fast internet?" They assured me that this was the case. 6 hours later and still no signal so I call Grande again and ask if the big service area problem had been fixed. They tell me that it had! Great, except I still had no service at my house. All they can tell me is that it might be a "residual" problem. It's now 1am and the internet just turned back on after 12 hours, but the download speed is only .4Mbps. Just for reference, this morning (before any work had been done) it was 2Mbps, but should've been even 8Mbps. After 5 phone calls, and spending most of the day waiting for the internet to turn on like they kept saying it would, I MIGHT actually get some help with all this tomorrow if the person comes within the first hour of their scheduled time frame (I have to leave for work after that). Yep, after all this, Grande couldn't schedule an appointment that would fit my time frame. * An update... I just raised my rating from one to two stars. They did manage to get someone over today at a reasonable time who actually fixed the problem. So as long as you don't mind wasting a whole day and a half, you will probably be able to get your problem solved too. read more

The sales was informative on the phone. Their package more economical than that of AT&T. In addition, the speed of the internet is reliably fast. Two technicians (Donnie and Miles) came to our home on time. They were courteous professionals. Their supervisor, Nick, even stopped by to check on the quality of their work. I knew I was in good hands. A colleague of mine referred me to their service, and I am glad that I contacted them. read more

Worst ISP I have ever had. Internet cuts out at least once every hour. Paying for 50mbps but usually only receiving around 7mbps. Terrible customer service. They also somehow managed to spell both my first and last name wrong on my account which is impressive considering I have one of the easiest names around and the fact that I spelled out both when setting up my account. This is the Corpus Christi, TX location, I cannot speak for their services in other areas. read more

Grande is the worst ISP I've ever dealt with. My internet drops up to 20-30+ times a day, and they refuse to fix it. I even replaced the modem and all the coax cables from the box outside my house to the modem to try to fix it. Do NOT give this company your money. read more

I have tried to cancel my deceased Mom's telephone and television service provided through Grande since March 23rd, 2018 and it has become quite a comedy of errors. Grande promised to pick the equipment up at her nursing home room on March 26th, and I called a day later to be told it was too soon to tell if the equipment was returned or picked up by their staff. On March 29th I spoke via phone to a supervisor, who said the first agent did not "flag" the order correctly and thus the equipment was NOT picked up. This nursing home is based in Waco Texas and I reside in Pennsylvania. I got a bill from Grande today for $152.69, which included a $120.00 charge for them NOT picking up their equipment as the supervisor promised. I am awaiting a phone call from another supervisor, and this has been my 10th phone call to Grande since March 23rd, 2018. This situation is interesting because I was promised three times they would pick up their equipment. I suppose my next phone call should be to the Texas Public Utilities Commission, and something tells me they would not care either. Signed Wendy Hawthorne read more

Stay on the phone trying to get ahold of someone for about 20 minutes , just on hold . Our internet was suppose to be hooked up today but we saw the guy sitting in his truck outside the apartment gates , you do need a code but people are always coming in and out so it's definitely not impossible to make it inside . Our appointment was from 5-7 and when 7 comes around we get a text saying the job was complete ? We still have no internet and are still on the phone waiting . So I'd recommended anyone else but this company read more

Grande sucks, save your time and money and choose ANY other provider. They are unreliable, 8 outages in the last 30 days. I am in poor health and I have had no telephone service for many days and it frightens me. No internet, no phone, and no television for 8 days. Might as well be living in the stone age. Look elsewhere. read more

Grande installed on Friday by 2 p.m. Today, 2 days later internet is not working. Called and all I got was a "well at least it lasted 2 days." They can't send someone out until Wednesday!!!! I work from home and have to log in on Monday morning at 8 a.m. I wish I had read these reviews ahead of time. We had ATT for years and this never happened. I can't believe they don't have a policy that guarantees good installation and equipment and if doesn't work they'll move you to the front of the line to have a technician come out right away to get it right. I'll be looking for reliable internet service this next week. read more

This company has been very uncooperative and unhelpful. We've made multiple attempts to transfer a phone number to another company - a simple process, but Grande, not wanting to lose the business, I guess, has refused to cooperate after months and and numerous efforts. This is a last resort - people of Fairview TX - beware! They will NOT help you if you're moving away from their service! Very disappointing and frustrating. Poor customer service. read more

Hopefully I can write a review before my internet turns off again.... Okay so the customer service is really nice they are great BUT, the service is terrible!! I haven't had the chance to use my laptop because the Internet will continuously disconnect. I can't be on for longer then 2 minutes before it disconnects.... I hate it! I have to call them at least twice a week because my internet won't work, customer service is nice but not helpful. I don't recommend anyone to grande it is not worth the head ache! I have never been so frustrated before. GRANDE IS A BIG CIRCLE OF FRUSTRATION AND NO HELP!!! read more

Getting through to customer service is very difficult. Barriers include unhelpful routing of calls. If your issue doesn't fit, you are left to guess. Then, estimated wait times are significantly inaccurate. I waited 40 minutes when estimated wait time was 20 minutes. This was after being cut off inexplicably after 15 minutes after my first attempt that day. While on hold, the messages provided information irrelevant to the reason for my call, in addition to periods of unpleasant static. Also, I was repeatedly thanked for my patience, which did not apply after the first 15 minutes. When I did research customer service, I was given good service. I was able to give partial feedback about my on hold experience, and also referred to the website. I typed out a detailed account of my experience on hold, then when I tapped "I am not a robot", everything disappeared! I followed up with live chat, and when I did not respond within 30 seconds, the message said that the chat was ended due to lack of response. read more

We've had Grande for over a year (internet only) and have generally had no problems. Last night our internet went out, I called Grande and got a friendly tech rep who did the regular suggestion of rebooting our modem. Somehow in doing so I broke the modem. Grande had a tech out the next morning at 8:45 a.m. and had it repaired in 15 minutes. I have had Time Warner (now Spectrum), Uverse. Dish TV and probably others over the last several decades and know the frustrations that I (and about everyone else) have had with service requests. Maybe I got lucky, but I have never had such quick response and ease of getting what I needed done as I did with Grande. read more

Good customer service but slow Internet. i would change but my apartment complex is only Grande or Dish. Ugh.

When you sign up for a $99 deal you expect your bill to be somewhere within that price range. They fail to mention taxes and other hidden fees which will make your bill $125. Now rates have risen again and our $99 package that we signed up for is now $148. The channels and internet they provide are worth $100 but $150? Me thinks not! read more

I love Grande! Being treated like a human by a cable company shouldn't be such a shock... and yet it totally is. They have always treated me fairly, the internet has always been quick, and I love them. Also, they stand up for their right not to disclose subscribers' information! I will not be changing my provider... probably ever. read more

Here's my sob story rant for all you fellow whiners myself included... This all started when All I wanted was a new video cable box because the sound died and also my download was getting super flaky (spare computer wired directly to modem router for speedtest confirmed slow download). My service was 100m internet download and couple steps above basic video so I had oh 200 channels to choose from. I had this service for 4 yrs paid 166.65/mo like an idiot.While I had Grande on the phone I asked about the current packages advertised at $89 for what I basically currently have . Told I Can't have it - I get it , it's for new subscribers but the lady with the heavy accent reading off cue cards offers to give me 300mbs since my system was considered old/slow and I was a longtime customer for $89.36 . OK better than what I have . I get a new modem and new video box and a guy will upgrade all my connectors tomorrow to upgraded to new "ones that don't twist"she says . After not showing twice and taking half day off both times I get a guy on the weekend. He does his magic I get confirmed 300mbs download and video/sound off the new box ( well, the tv guide at least , more on this later) . After he leaves 2 hrs later we scroll through the guide and pick ION channel "unavailable " hmmm ok Discovery Channel "unavailable" ... After scrolling through a 50 channels we get maybe 20 .... If I paid more attention to my Highschool Spanish class I'd probably appreciate the channels more but I digress. We call the handy hotline number and find out They switched my service to basic cable and gave me 300mbs internet. All I got now was local channels. Now I'm a lil ticked which takes a lot . I argue with another heavy accent lady that all I really wanted was to exchange a defective box for one with working sound. Just in case, I asked to have the PLAN recited back to me . Turns out not only did they bait and "downgrade" switch my cable , the $89 comes back up to $160.89 !!!!! Huh from $89 (?) Well apparently there's $70 in taxes and fees plus they're charging another $5 for modem rental that Im already paying for . The reason for this rant is My current download average is now only about 75mbs and upload is 20mbs (actually good here) It also appears they're throttling my neighborhood according to some IT guys that are neighbors we can actually see a sharp decline in internet speed at a certain time and charted this over a period of 2 weeks . hehe BUT our friends in the expensive neighborhood 5 miles down the road ,same subdivision but with 3 car garages have an actual increase in speed "same distributer box according to Grande Field guy we spoke with" .The Grande Rep denies the throttling and said its a peak period .... uh no... Records show the last 10mos the speed was pretty consistent 24/7 So what changed in our neighborhood the last month I asked and sorta weirdly the rep got pretty short and said its the way it is and the phone went dead .... True story. I gave up, looking to connect to the other internet nightmare provider everyones talking about - You all know who it is - starts with an A and has a couple T's in it . Have a good weekend fellow whiners ...Cheers read more

Well it's been more than 2 months with Grande here in Austin and I have to say that it's been very consistent. There was one time where my internet was out for some sort of maintenance, but it only lasted a short while and was during the early morning...around 4 am. Other than that it's been awesome! read more

Is anyone else as pissed as me over Grande going all "All-Digital" on channels we use to get for free! I.e.; channels 59-65 & as of tonight 44-47, the news channel. So, why am I paying for something more than basis? Looking into a fricking dish! Used them for over a decade, told neighbors how great they were, I'm changing my tune now! read more

Maybe local isn't better after all. Their service has gone way downhill since I started using them years ago. Literally the worst customer service experience I've ever had. Four different employees didn't explain to me that I had to schedule a disconnect of my old service when transferring to a new address (they actually told me the opposite, to leave the equipment at the old address because it was fiber and couldn't be removed). Then, after I get a bill for $300, they claimed that I should have known to schedule a disconnect and that the only available appointments were a month later, Monday-Friday between 8-5 (work hours, with 30 minutes notice) even though they INSTALL service on weekends and holidays and with a week's notice. It took escalating it through several managers and I even had to go through their Facebook page which was also very little help to get a weekend appointment. Overall I spent well over five hours total (a lot of holding included) on the phone resolving my issue and speaking to a couple very rude and unhelpful representatives, and I was never given a credit or anything except empty apologies for my troubles. One manager even promised to call me back and get it resolved and of course he never did. If you're going for horrible customer service you might as well go with one of the big companies because Grande is just as bad if not worse than those companies in my opinion. At least those companies are probably better organized and take notes during each and every call so you aren't having to re-explain your situation twenty times over. And the fiber connection I had didn't even work half the time, so it isn't even reliable internet. read more

didn't even have service with them...sent us to collections for some weird administrative error

I concur with previous reviewers, what's happened to Grande?? It's so disheartening! I've been a customer off and on since they were a mom and pop shop here in Austin. I called in September because some promos were ending & wanted to keep my bill down. The rep said one way to do that was to buy my own modem instead of renting from Grande. He said i'd just have to call in to the tech dept. & they'd walk me through the process. I purchased a modem right away but got busy with other things, so didn't call until yesterday. The rep said, yes, in some areas you can use your own modem but not in your area, you have to use Grande's. I was not happy but thought i could return the one i purchased. Nope, Amazon had a return expiration of 10/28. So, i called Grande back (another 15 minute wait) & coincidentally got the same guy. I said, it's interesting when i'm ready to leave the company, promos come out of nowhere but when asked if they could compensate me for a mistake THEIR tech made, nope. I asked to talk to his supervisor who gave me a $20 credit but i'm still out $40. I even offered to send a screenshot showing It was not returnable. I would have never purchased my own modem had it not been a recommendation from one of your techs. I get making mistakes & I'm not one to quibble over little issues but the tone and attitude with which i was received was not the Grande I used to know. It was an all around bad experience. read more