Friday 7/17/20: I've had En-Touch for internet and telephone since 2009 and overall, my services with them have been great. I rarely experience my internet being down, maybe 3-5 times total in the 11 years I've been with them. However, their CUSTOMER service is a totally different story. Their employees act like they're being forced to work there, and they don't care at all about the customer experience. If you call, the automated system tells you you're caller #2 or #3 or whatever (cool, thanks!), and then after waiting on hold for 10-15 minutes the call just drops. I've experienced this 3 times in the last 24 hours (yes I've had to call more than 3 times in the last 24 hours). Yesterday, I was told someone would call me back before the end of the day to let me know when a service technician can come to my house...I never received that call. So I had to call back today (and of course my first attempt to call was dropped after holding for 10 minutes). So I called back a second time, was put on hold for about 10 minutes again, and then when someone finally answered, I was immediately put on hold again for another 10 minutes. When the rep came back, he told me I have an appointment scheduled for Sunday. Really? Because I'll be out of town on Sunday. Wow! They didn't even call me back to confirm that date/time even works for me. What if I hadn't called back today? So I was placed on ANOTHER hold (never less than 10 minutes), while they figured out their scheduling. I'm currently on hold AGAIN (that's 4 times now) while typing this...so far, this call has lasted 35 minutes (in addition to the 10 minutes I was on hold for the first call that was dropped). So it's been 45 minutes total, just to find out when a service tech can come to my house. Just ridiculous! So now I've hung up with the service rep I was speaking with, and once again, they're supposed to call me later today to confirm my appt time. Is it really this difficult to schedule someone to come to my house? How do they even stay in business?!?!? Tuesday 7/21/20 Update: Nobody called me back, AGAIN!!! I had to call back today, for them to tell me my appt is scheduled for tomorrow. Once again, thanks for letting me know!!! I truly do not understand how a business can consistently schedule service appts without telling the customer when they are coming. Unreal!! Meanwhile, I've been without internet service for over a week. Wednesday 7/22/20 Update: The problem was fixed in 5 minutes. After 11 years, the battery on the motherboard had finally died and needed to be replaced. Bless the service techs!! If only the customer service reps were equally as awesome!!! read more

Don't trust these hoodlums - I moved out of their service area and they retaliated. They charged me $148 for a modem that I returned via FedEx . I knew something was shady when I tried to return the equipment in person, and they didn't take it-they said that it has to be returned via mail. read more

When I started it was My Wave. Hope you never have an issue after 5pm on Friday, no technical support until Monday! I am rural so very few options. If I could do Star Link would switch in a heartbeat! read more

The chat rep name Danielle is never helpful and gives incorrect information. For some reason I have gotten her 2x and both were horrible.

This was dissapoininting but I will start with something good. My apartment building was contracted with them and we has not other choice. Thankfully the upload speeds were as good as download, and because they were responsible for the whole building that quality of the service was constant. WHAT IS AWFUL!!! You have to rely on your paper bills to get into your online e account, and they would ONLY sned invoices to the home address. Out mail room gets broken into and robbed all the time *face palm* basically the identity theives got all my important info instead of me. When I moved, I tried to move service over to my house. Never called back to confirm if it was available. After cancelli g they are STILL trying to charge me, which probably means the new tenets are getting FREE internet if they have the router. I don't blame customer service reps. I blame the people who train them and set up the information sharing systems for eac department. I WILL warn every person away from your company. read more

Unable to retrieve account information online, called customer service. Waited 30 minutes on hold for "Internet" support. Hung up and tried again with "billing" support - waiting 26 minutes now. Apparently, based on the phone system, they are changing names and systems to Grande Communications. I haven't been told anything about this as a customer. This company is terrible. read more

Our WiFi has been off (from their statistics) 25-30%+ of the time for over 7 months. In my opinion this is not an accurate statistic as even when our WiFi is up (for the short periods it is) it will slow down to 10mb download/5mb upload and force us to reset the modem 3-5 times a day. We have had techs come to diagnose/solve the issue 10+ times and it has not been resolved. When trying to call to file a formal complaint I was met with a sardonic, condescending attitude from their "care team". In fact, the lady I was speaking with did not let me finish my complaint without interrupting several times. I kept an even tone until she refused to let me speak to a supervisor. Additionally, she also said that our problems were "Due to AT&T and Centerpoint energy". It is absolutely ridiculous that after close to a year of issues you would try to put the responsibility on someone else. Furthermore, it doesn't matter regardless of whose at fault. You are providing the service, it is your job to fix it, no one else's. Unfortunately they are the only company with fiber optic in our neighborhood. Tl;dr: Entouch is a wholly incompetent company that not only does not take care of their customers, but also refuses to take responsibility for their faults. Avoid them if at all possible. -100/10 would not recommend read more

Worst cable service ever. Changed my box 5 times and 4 other visits. Hold times are crazy for technical service. My advice stay away. They use TVo and refurbished equipment. Trust me on this one. About to file a bbb complaint Just read. The reviews why they get one star read more

My bill jumped by $100 without notice. When I called to find out what's going on I was placed on hold for over 20 minutes before I hung up. Next time I called in I was told that my discount had expired. After several minutes of "checking" they could not / would not offer me any other discounts. My bill was almost $300 for cable (no premium channels), internet, security, and phone. Asking them to drop cable only reduced the price by about $30 even though on the bill it accounts for $131. I had been a customer of enTouch since 2007, but no more. They clearly have no interest in keeping their customers. I am willing to pay competitive prices, but I am not willing to be taken advantage of. Since they were acquired by Astound, the service has been horrible. Stay away. read more

Astound took over Entouch. Entouch, although unreliable and connectivity was always an ongoing issue they were at least very easy to reach and communicate with. Since (having to be stuck with Entouch) my family was willing to keep them as they have given us the nicest and best customer service when needed. Fast forward to now with Astound. Same unreliability and even more connectivity issues PLUS the headache of not being able to get in touch with a live person for help. When I did finally get a hold of someone to ask questions about our connection, I was always told to restart my router or give it a few minutes. It was only once that an IT actually seemed helpful when our service would not properly connect. Then recently I reached out and called billing, Freeman from the El Paso branch was less helpful than probably someone from Pizza Hut (meaning, I could have called a pizza food chain to get better answers about our Internet provider's issues) --- finally fed up with the poor service and communication, I was trying to figure out the charges on our bill so I could shop around properly and compare. One of the main questions I had was about our equipment charges, what did that charge cover exactly. Freeman was demeaning and to say the least, a smart ass. "An equipment that's at your house." Could not better explain what and if so where. "Something outside your house." Was it our router??? Was it our modem??? Is it really something outside my home that I don't see because there isn't anything stuck on our house or roof. I asked for a manager to get back with me and Freeman put me on hold and took a few minutes to "write something up" because there was no way he could forward me to anyone. There's no manager that can help with that he said. "I'm almost done" as he prolonged keeping me on hold to write his manager a request that may or may not have been sent since it has been over a week and no call back yet. Price-wise they seem to be ok for basic needs but as long as you have wireless backup to cover the many times their connection could and Will drop. Especially during rain, light rain even. We solely use them for Wi-Fi/broadband only. We dropped cable from them years ago (it was great but that was with Entouch network) Great to see when a company clearly doesn't want your business. Definitely do not recommend Astound. read more

Entouch might be the worst service in the industry? Quite possible. My "unlimited" data ran out. Phone said it woulld reload on jan 4. It din't. I called. Oh hold or 20 minutes. Was told it would be fixed within five days. It wasn't. Called 611. After 20 minutes on hold went to dead air. Called main number. 30 minutes on hold. Was told it was a "technical issue" and i'd get data on Jan 27. Now I wait. Will I get internet access on the 27th? We'll see. read more

Astound internet provider is simply a trash. The worst internet provider in my life. I moved into a new neighborhood after buying my house in Richmond, Tx. I ordered Astound internet and It was one month of disaster and very frequent internet outage and quality. The internet was on and off and I had to reset the internet router every 1 hour. I called the company they use equipment from (NetGear). They said there is no hardware issue. I called Astound internet provider, they came in and changed the router. Never helped. Another technician said that they have provided the wrong router and equipment. Called Astound again. Nothing helped. When I called to cancel my internet the customer service was rude and hang up the call on me. They even went one step further try to rob me by charging $123 for providing no service. I had deposited $50. That is lost. I asked them for the router return, they said you gotta drop it off to one of our stores. Guess what, no store in Houston Metro or they will charge $79 for shipping. read more

enTouch just keeps getting worse. They have charged me for the SECOND time a $75 fee because one of THEIR outside equipments needed to be repaired. The technician never mentioned the repair he made was going to cost me nor did he tell me he was going to do the repair before hand. I got footed the bill because I guess it affected me. That's like going to eat a restaurant and get charged for a new table because the one you were seated at was wobbly. Not only that, they now have a 1TB data cap! That's right folks, enTouch is now just like Comcast, the nation's most hated company. Not having a data cap was at one point one of their selling points. In fact, as of today I believe some parts of their website still mentions this. Also there is currently no way to track your usage so I guess you just have to trust enTouch to keep track for you. This reminds me of the Batman quote "You either die a hero, or you live long enough to see yourself become the villain." read more

If I could give ZERO stars I would. This review is for ENTOUCH WIRELESS this company is awful and needs reporting to the FCC. On hold for literally an hour over the span of 3 days now. Was sent a phone number a SIM card WITH NO PHONE - Constantly put on hold and hung up On... disconnected. They do not have anyone but one man who is a total moron manning the phones and he lies and says they're closed when it's 1pm and their hours are until 7pm. They don't send you the proper equipment and have one truly rude jerk that answers all the phone calls. This company I can't believe is even existent considering the fact look at all these HORRIBLE REVIEWS! then they will disconnect you instead of transferring your call, pretend he cannot hear you. Lie and say they're closed. The service is awful. The customer service is so beyond awful and ran by one huge careless idiot that I have no idea how is even employed. I do not recommend this how is a federal life line program that is supposed to assist people in need and elderly people allowed to go on conducting in such a terrible manner?!! This is truly the worst company ever. Save your blood pressure time and paitence and get a cheap phone for yourself or loved one that's in need. Entouch wireless is truly a sad scam with the worse customer service one person ever. Truly terrible. read more

10 Sep 2019 - This is the second time in less than 5 days, that the internet is down.

The worst service provider you will ever come across. My service went out twice for absolutely no reason and takes 3 to 4 days to get a person out here all they do is flip a f**** switch or press a button and everything works . I hate it . read more

Worst service available! The complex I moved into only had Entouch as a provider. If I would have known I'd be paying $200 a month for ONLY having a "$60" Internet service I would have leased somewhere else. And yet again. January bill $175 which I thought I was only paying $60. STAY AWAY FROM THIS PROVIDER I'm trying to break my lease that it's that bad with this company. read more

Astound Broadband powered by enTouch - Television Service Providers Near Me - Houston, Texas

I am only as loyal to a company as they are reliable to me. EnTouch, initially, was a reliable company. My speeds were great, and I was pleased to be someone who could brag about my internet. As time went on, though, the service decreased substantially - until finally, they were charging me for service I wasn't receiving. I have spent 3 hours on hold with them over the last two days, and still my issue is not getting resolved. They do not answer their phone. Their tech support is not very tech-y. Their Facebook team asks for a phone number and promises a call, but does not follow through. The automated system promises to call you back and takes your number but never follows up. The website is useless and provides no direction for complaints or concerns except for this review. All in all, not worth the headache. read more

Update: The awfulness continues. Signed up for a promotion for $14.99/month for 50 Mpbs internet plus internet equipment $11, plus fees and taxes come out to be $35. Then got a bill for $79! I somehow was signed up for a Home Networking Service, Internet 50 Mbps, SecureIT Antivirus!?! It was for $34.99. I never signed up for this! I NEVER SIGNED UP FOR THIS! Why would I want pay more when my previous bill was $39. I was trying to lower my bill. The customer service woman said "I can't go back and change that!" repeatedly. How do you not go back and change it when I never sign up for it! They refused to credit the charges. When I asked for clarification of what the "Home Networking Service" means, she couldn't answer the technical question of "networking service" and said "it's something we charge everybody." I explained to her that I have no WIFI router from enTouch or Grande or have any devices in my home networking for the "Home Networking Service," what I hear was the same thing "this is what we charge everybody." What a F***ing scam! I really hope this is not how enTouch or Grande is doing business and scamming people who are not familiar with the services. Can you imagine all the people who are not tech savvy and need internet services? After asking for a manager, women told me "our manager is busy and will call you back within 48 hours." Yeah right, whats a change of that? I will see if I can file a complaint with the FCC, better business bureau or some body. There should be a class action lawsuit for these kind of practices. Grande/enTouch is still awful! I will update if this issue resolved. Awful company. Was happy with internet recently until a "new" company took over. Price was raised and now charges for the equipment that has been using for the last 11 years! when the last company gave me credit for it. Should have switch the internet over to another company. Decided to stay for another year. What a mistake! Don't get the speed as advertised. I am getting 1-12 Mb when I am supposed to get 50 Mb. People working at enTouch or Grande can use more training on how to talk to genuine unhappy customers who have been with them for years. No incentives for longtime customer with them. I would encourage people to go elsewhere. Awful, awful company. Can't wait to leave enTouch. read more

Their rating needs to be negative 10 in service and customer service. The workers don't know what they are doing and will regularly hook up on the person with best service near their customer ruining everyone else's service . They've cut other company's wires also and never repair. This is the third company name that I know of in 10 years I didn't live here before that so no telling how many names they've used. Theft of utilities is a crime. I don't care who you are if you use them and my phone or internet get stolen for you I'm reporting you with them. read more

Solid One Star! enTouch has a shady and questionable relationship with Land Tejas in multiple communities around Houston. Nepotism? Maybe. It's a fact that enTouch wouldn't stand on their own, and compete with legit security and internet companies, without these shady deals. They embed themselves in our homes thru land developers and monopolize their captured customer market. #creepy For Balmoral, located in Humble, residents pay $180/year for 'basic 24/7 security monitoring'. Sounds great right? It's not optional; it's billed to us on our yearly POA dues. This 'basic 24/7 monitoring' DOES NOT include the necessary cellular backup or remote access.... which means we lose our system when we lose power.... which means it's NOT 24/7..... which means pray to God there's no power outage while you're on vacation. Those items cost another $16/month but you have to be savvy enough to ask for it because enTouch conveniently doesn't tell you. If we want things like glass break sensors, cameras, and WiFi thermostat then the cost goes well over the monthly cost of a legit security system. read more

Horrible, horrible company, despite being with the company for years, several issues with reception, connection, and lack of any customer service especially with connectivity & wiring with wall port access. Spoke with Manager Alesha, and sales rep Mike who were not accommodating at all, really unfortunate. read more

Ok, for the most part their internet service is affordable and I would rate them higher for that but here comes the bad part. Like what other reviewers have said that their services seem to have mass power outages all over. They will be down for day or more depending whatever is going on. I've come to the conclusion that if I didn't know any better that EnTouch purposely shuts down the internet portion services all over Houston. I just recently discovered I sort of right about it be disconnected. Not only that they change your plans or update them to new plans which means unless you talk to customer service to check to see if your plan needs to be reactive your internet will be down for hours or longer day wise. So don't bother call technical support because they will not be able to help you and most likely what I mention above is why your internet is down after a mass shutdown. read more

This company sucks. I've got a lifeline and NEVER, EVER run out of talk minutes, text units or data and quite frequently, and always on a weekend when the do not answer phones I run out of service ( at least once a month this year. I'm disabled and need my phone but they do not care and their business hours are really short, when they are in business and won't fix a thing until the day after you finally get a hold of them). I wouldn't give them even one star, they are the worst business I've ever worked with. They truly do not give a damn about their customers, nor do they apologize for their deplorable service or make ANY attempt to insure it doesn't happen again. Zero Stars and my personal advice to stay away from this deplorable business. read more

Once again having been on hold for over an hour, I am giving up on getting any assistance. What poor customer service. read more

Modem went down December 30. Called customer service in the afternoon. It took 20 min to get an agent on the line. Several remote resets did not work. Earliest date for a tech was January 1 between 8 AM and 12 PM. Service tech Chris showed up at 8 AM and checked incoming line outside and replaced the modem. All fixed within 45 minutes. So overall good service. We have been a customer since 2009 and still happy with cable tv and internet. read more

Have been with Entouch a number of years. Probably too lazy to change and manageable. I now have been without cable tv for a week or more. My iPad no longer works in the living room, my phone internet can't play videos tonight. 3rd call this week, told the team is working on it, up in 30 minutes. That was 2 days ago. Left a message tonight to call back about, 7ish. 5th in line, almost 10, no call back. Security, replaced my battery with another bad battery. Will count on my numerous dogs and gun for security if it doesn't work properly. Don't recommend this company at all. read more

This company has the worst internet ever. I'm paying for 115Mbps and they can't get me over 35. Half the time I can't load a simple web page. It's been two weeks and I have talked to managers, their lvl. two customer service. People have come out. Stay away like a plague. I am in new apts that strong armed me into signing with this company. My apt is in Missouri City ,Texas, they say they only allow Entouch. I've had this company in another apt. For 8 months . Literally the Sh**est internet service . I wish I could rate this company -5 stars!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

This Astound powered by Entouch SUCKS!. Avoid this company like the plague. They jack up rates like from 200.00 to 360.00 total BS. I don't know how this company is still in business. Go to their Facebook and write something negative about them and they remove it. They do not like the truth about their crappy company.. read more

Their pricing is OK for internet, and phone but their service is poor. Service has been out 10 times over the past two weeks. Even though all outages have been system issues as confirmed by feedback on Facebook their automated system tells you to reset the modem. If you communicate to a person via phone (good luck!) or via Facebook messenger they tell you every time they have no reports of an outage and they schedule a service call without your knowledge for 3-5 days out and you have to call them to cancel. To summarize MANY OUTAGES, very hard to get a person by phone, they will never tell you there is a system outage and they tell you to reset your modem which does nothing to resolve anything. I'll look to switch to Verizon or another service. read more

Terrible services. Terrible solutions. Terrible customer service. Terrible wifi. Terrible speed. Terrible all. read more

A real disappointment. A monopoly entrance that obligates you to get into a contract with their poor service, and disappoints almost every time to provide the service for improvement. And not just that, when I seek solutions to minor problems, I am charged ridiculously costly service charges. Counting the days to get out of this contract. read more

When we moved to the new home in Sugar Land, enTouch was the only Internet provider at that moment. Therefore, we asked for the premium Internet service, which is advertised as 40 Mbps. However, the speed never reached its advertised value, plus the wifi was not stable and always got disconnected. So, on 9/2/2016, I made a phone call to enTouch and asked them to upgrade the service to 1 Gbps. I agreed to open the 1Gbps Internet service over the phone. The sales representative mentioned that opening the 1 Gbps service would need us to pick up its router at certain location and then call them to activate the service. Later we changed our mind and decided not to upgrade. Since she said that I would need to pick up the new router (because the old one doesn't work for 1 Gbps) and then call them to activate the service, I thought it should be fine to not notify them (that we change our mind). However, the company has started charging us for the 1 Gbps Internet service, plus the router rental fee, starting from 9/2/2016 (that is the date I made the phone call). Based on my understanding, (1) Equipment (router) rental fee is the money I paid to borrow their equipment. It should start from the date I pick up the equipment, not the date I made the phone call. Isn't it ridicules to start charging the equipment rental fee from 9/2/2016? (2) We have never used or activated the 1 Gbps service. Can the company charge its customer a service that has never been used? In addition, there was no confirmation/notification at all. They just start charging us silently. We did not even notice until we received the bill. I tried to communicate with them to solve this problem but it wasn't very useful. It was very hard to reach them in general. The first time I called them and the lady said someone would contact me in 24 hours. But that never happened. The second time I called them and there was a sales supervisor named Gregg. Initially he was ok but, later, he just didn't pick up my calls nor call me back. The company's CEO should read Yelp's comments and understand how unhappy his/her customers are. read more

I title this my 7 days of Hell! I am not exaggerating. For a full year I have dealt with technicians not showing up, tech support claiming one thing and then not fulfilling on promises. Now this past week July 14-22 has been an endless slew of lies, technicians coming out to confirm that the company promises one thing and then falls vastly short. West side of Sienna Pkwy gets 1G service but East side does not. Right there is a big discrepancy that should be fixed. But let me count the ways... 1. They give a great deal for business class internet promising 115mbs, but only provide up to 75mbs at best. 2. Will give you a modem/router that can cover 1 story house, but not 2 story house adequately and maybe it will work but guaranteed to short in less than a year. On my 4th modem in a year. 3. When they cannot service your whole house properly, they try to trick you into getting a Netgear Nighthawke router for $300 dollars when you can buy it $150 everywhere else. Or get an extender but extenders do not boost power with the Arris Entouch modems... Technicians told me this too late. 4. The billing, tech, and customer service departments are not in unison and they love to bounce you around blaming one department over another. Big Tip*** 5. The local branch has ok technicians, but the supervisors never call you back. The only way to get a guaranteed appointment (avoid the all day appointment) is to walk(do not call) in and wait for the supervisor to pin down an appointment. When the supervisor tries to give you his card THROW IT AWAY, you will go straight to voice mail and he doesn't call you back. Walked in on him twice this week and he wasn't on the phone but still didn't answer it. In fact still waiting for a call!!!! Walk in don't call. 6. Technicians out of state can do a hard reset but that is it. Don't take their names down bc the Entouch system doesn't register the name just the time you called and not the reason you called. It is vague like "internet problem" not a modem problem, or router problem, dropped signal or low bandwidth... Common issues. They also lie, they will claim that they noted the account but do not do this... Complete bs. 7. Entouch does not properly train their employees, or else the training includes evasion, deceit, and lying- in other words tell the customer what they want to hear and then do nothing. This week I have spoken to nearly 30 employees and 4 have been honest. My rant ends with this. Xfinity is the only other real provider for Internet in Sienna Plantation, they cost more, and provide less... But they are more consistent! Avoid Entouch, unless you want to be like the countless people who warned me too late and bit$&ch about Entouch or should I say out of TOUCH! read more

Entouch Review from Cinco Ranch II (Rolling Wood) I moved into a new house in February and I spent a lot of time looking at the options of the multiple providers. On paper I liked Entouch, but based on negative reviews found online I decided to go with another company. I informed the local Entouch rep the reason for my decision and to my surprise I received a call from the new Entouch CEO. The CEO also lives in Cinco, and he took the time to explain how they planned to improve the customer experience and address concerns expressed in social media sites. Because of that phone call I decided to sign up with Entouch internet and television. Overall I'd say I am happy with that decision and have received good service with no downtime that I've noticed in the 6 months that I've been with Entouch. For $109 per month I have 50 MB internet plenty of HD Stations (Enhanced line-up), HBO, and 2 TiVOs that have access to the same content. This is $20-$50/month less than comparable set-ups with the other main provider, and only a 1-year contract as opposed to 2-year. Internet: The installation went well and the technician even left an Entouch router for us to use as my old router was configured for my old internet service provider. I am happy with the internet speeds, but I no longer own a computer with a hard ethernet port to give a true speed test. However, using speedtest.entouch.net, with my new Macbook Pro on WiFi, I recorded a 4ms ping, 55 MBPS download speed and 12 MBPS upload speed. On my older iPhone 4s it was a 20ms ping, 19 MBPS download and 11 MBPS upload which is still plenty fast enough to do things like streaming ESPN. Television: I wanted to have all my TVs have access to the same content without having to manage multiple download settings at each DVR. Entouch's option for this is to use TiVO receivers. This is my first experience with TiVO, but as I understand it they are the original DVR service and the interface is good. Entouch recently added SEC Network, and ESPNGo (Mobile ESPN) with no increased cost to me. To me this supports Entouch's claim that they are working to grow their services. One quirk is that with the TiVO option I do not have access to Entouch's Video's on Demand, and I was not made aware of this at the time I chose to go with the TiVO option. Since I like to rent a movie once or twice a month, this is disappointing. However, there's an app on my TV that allows me to rent via a different provider. I did use Amazon Instant Video through the TiVO, but download time and image quality was poor. TiVO/Amazon also won't let me access my Prime content through the TiVO which is another let-down, but not controlled by Entouch. Entouch has assured me they are in negotiations with TiVO and expect Entouch Video on Demand to be available to me by the end of the year. So far this hasn't been a deal breaker for me to leave Entouch go to a different service provider. read more

We are required to use Entouch for Internet and Alarm Service because the HOA and the developer of our community have a contract with them for a set number of years. Their service has issues with being down or not working daily. We used to have their TV service, that was a complete joke so we moved to AT&T Uverse. Truly their service and the customer service is some of the worst I've ever come across. read more

I wouldn't even give it one star but I'm forced to. I will keep it simple. They are the worst in all aspects. Only reason I have them is because they signed some contract with the builder and the only company were allowed to choose from. I have to have monthly service calls for spotty Internet. Internet goes out for days at a time. They need to close up shop and let the big boys do what they do. I cancelled cable but forced to keep this horrible Internet. If buffering was a good thing then this company would get 5 stars read more

Where to start. Initial service guy was lazy and did nothing. Billing is always wrong. Technical support didn't even know which app to use for remote access. I can hardly believe they are still in business. read more

I can only agree with all of the previous posts and have had most of the same issues after having the service for only a month! Unfortunately, this joke of a service provider is the only option in Riverstone. Half of the cable channels I pay for do not work most of the time, Internet has stopped working multiple times, tech support f#%*ing sucks, billing says they can only credit me for non working services based on the last time I called in to report a malfunction???????? WTF???????? WORST. SERVICE. EVER.#ENTOUCHSUX read more

I live in the Aliana community (Richmond). I contracted EnTouch with a 2-year contract for High Speed Internet, when they were running a promotion too good to miss. Prior to that, I had been using Comcast for a year. I have experienced both the good and the bad from EnTouch. The bad: I was unlucky that the cable to my house was cut in the neighbor yard AT THE SAME TIME as EnTouch's had a massive network failure. Since they were blaming the problem on the network, they refused to send a technician. It took a whole week (without internet) to get somebody to get and fix it. The very next day there was another network failure, and I called requesting a technician to come (in case the cable was cut again). Not only they refused, but I found the customer response to be chaotic, with many of the representatives being disrespectful and rude. The good: During normal operations, I find EnTouch staff responsive enough. Other than the disaster I explained above, their network has worked perfectly for the 3-4 months I have been with them. Also, after I complained to the BBB for the days without internet, they reimbursed me fee for the days I had no service plus an extra customer appreciation fee. Overall, I think EnTouch is an acceptable internet provider, with problems that are not any different than the ones you might find with other companies. read more