We've had two negative experiences at this Spectrum location with the same representative--red hair…read moreand red beard. In the first instance, when we were trying to resolve my 91-year-old father-in-law's account (an automatic draft had failed), he simply stated the bill was overdue and offered no help or insight. We had to figure out the cause ourselves. The second time, a phone was incorrectly ordered with a new line instead of the existing one. He dismissed us, told us to go to Best Buy, and made no effort to solve the confusion. He avoided eye contact and seemed indifferent throughout. In contrast, other staff here explain issues thoroughly. I would avoid dealing with this employee if possible.

Went to turn in my rental modem and router and Waited 45 min just to get cut in line by someone who…read morewasn't even on the waiting list. I told the worker (heavier set lady with tattoos on her hands ,kiana?)she said "I was helping him earlier" , I was there for 45 minutes. He wasn't even in there, he walked in and went straight up to the counter their conversation started with "how can I help you? Oh you want to start service?" There was many other people who also waited patiently while being on the waitlist. They can't even help you there, they told me I needed to call customer service. What is the point of coming into the store? Lol

I worked with Joshua Tejada, who was not only easy to work with, but he was also kind and patient…read more He also took very good care of me, offering excellent advice about how my family and I should take advantage of existing Verizon promotions. Overall, a very excellent experience.

Encounter with Chris was not pleasant. He shouldn't be greeting customers or working with them. I…read moreexplained that my previous trade-in experiences were very bad and he did nothing to assure me that this would be any better. Looked like he had other things he'd rather be doing instead of bringing up these ratings, because I would've done just that, had it been better.

Don't bother coming here. Go to the one at N. New Road…read more This branch employees need training on how to do their job. First off I came here for questions and they gave me multiple answers. They don't know what is going on and had to look on google to do things. They will lie to you to get you to sign up and once you pay that activation fee, you're on your own. Activated two devices here without a clear understanding of what was going on because I was blatantly lied to. When I came back to clarify some things all they told me was "you're not stuck here and we'll cancel everything and you can go back to your old carrier." Uhhh can we get my 50$ activation fee? NOPE! I then went to another the other branch in New Road where they helped me clear everything out. I found out how much lies I was told, but they were able to clarify everything and fixed it. The cherry on top of my experience here was when I found out when I signed up for the Veteran discount, I had to verify that stuff or else after 60 days if I do not, I will never be able to sign up for it and I would have lost all the discounts! Man. Don't come here because you'll be wasting hours of your time.

I called the store and a nice employee named Victor answered the phone. I made him aware of my…read moreconcerns and he was very knowledgeable and answered questions and encouraged me to come to the store. At the store he took care of me contacted the main office for me and helped me change my number. Such great service isn't as common now as in the past. I haven't had much of a problem with the employees at this store or the stores in Houston. I have had a miscommunication before that is resolved now. While I am very impressed with the stores it doesn't seem as organized or impressive at the main office. I will go to the store now and try to take care things initially there first.

Switched from version to Astound and the WiFi was a night & day difference they're WiFi won't let…read moreyou down especially on gaming

I have a note on my door " no soliciting " however Richard Heeke littered on my property his card…read moreand other trash he threw into my front door because it (the door) was open letting air in. It's extremely unprofessional and I hope whoever thinks about using astound thinks again ESPECIALLY with this particular location of greater Waco re thinks their decision l will never use you all as a company.

I started service in October 2025. There was the starting promo offer. The October bill $87.11,…read moreNovember $113.67, December $103.04, January $137.15, February was adjusted down to $114.97 when I called to find out why the charge for January was so high. Two calls with different agents resulted in an $11.99 refund for the January overcharge. The second call, the agent adjusted the February billing to $114.97. After those two calls I contacted Vyve Broadband to discuss returning to their service. The agent guided me to the detailed billing statements on Direct TV website. As I talked my way through the details we each entered the charges, credits from each billing period. She was surprised that (A) Direct TV did not send the detailed billing with an email saying the charge would be made to your card and (B) that every single bill did not add up to as much as what was charged. We each did this twice for each bill. The results were October, billed $87.11, actual total was $65.12, an overcharge of $21.99. November billed $113.67, actual total $91.68, an overcharge of $21.99. December billed $103.04, actual total $91.05, an overcharge of $11.99. So, I called back again today and spoke to agent Ricardo who refused my request to speak to a manager or supervisor, he refused to manually enter the line items from each billing period to see that the amount billed resulted in overcharges of the actual totals. He said there was no correction that would be made to the billing and no refunds would be made. To borrow a recent statement from recent news reports " the math ain't mathin. " I have filed a complaint with the FCC today. Hopefully they are still in existence and doing the job they were established for. A consumer should be provided with the detailed statement even if they are paperless billing ( Vyve does this imbedded into the email notices before payment is drafted). A consumer should not have to manually check the math on billing statements every month. AT&T has already had Class Action suits for other things and I can see this being the next. So far, Direct TV (AT&T) owes me an additional $55.97 for overbilling. On the Customer Service reps I spoke with, the first two, a female was ok (can't remember her name) and Ali who was very good. Ricardo needs to look for another job because my review of him was not favorable. I was mostly forced to listen to him read the line by line detail of every months billing for 25 minutes. He refused to deviate from what their normal script is and simply add and subtract every line item detail to see that what I was saying was accurate. I tried dropping the billing details but it simply would not click, drag and drop.

Wants to charge $50 to adjust my dish after a storm took a tree down and knocked it loose and we…read morehad to replace the roof. I pay enough for the service. I don't need this extra expense when we are on fixed income. Got a call and they offered us $50 off for 12 months to cover the cost! Nice

I wish there were a negative 5 starts, Brightspeed earned it. Ordered service Dec 19, 2025. 4…read moretickets, 2 technicians, many delays and eventually in January 2026 got decent service. Customer service is terrible. I got Starlink and was very happy to fire Brightspeed.

Cannot recommend Brightspeed. My only experience has been with them installing fiber through my…read moreyard in order to get it to my neighbors house. The destroyed my sprinkler system and it is now broken in four separate locations. I told the foreman on-sight that there were sprinklers running throughout the yard before they started to dig but they chose not to dig manually and instead used their machine that broke most of my sprinkler piping. This is the second day they are here just trying to fix what they broke. Have not seen much in the way of oversight or quality control. These are all areas they had to dig up where water was leaking. They wound up digging quite a bit manually and would definitely not have broken so much if they just dug the trench manually in the first place.