enTouch Systems

I totally feel like I’m not wanted as a customer… I live in The Heights and have Digital Service… It’s apparently now an abandoned division of the company.
It has taken A YEAR to get all of the equipment that was originally intended to be installed.
EVERYONE I speak with on the phone has no problem telling me that I’m not really in their service area… and the service people that come here have no issue making it evident that I’m totally out of their way and that enTouch really isn’t in to Digital service.
They are not knowledgeable about the equipement… and I’m not even confident that my system is set up properly.

Please please be aware! Don’t do business with this company! Is the worse ever in this area!

So I was waiting to give them the benefit of the doubt before I wrote a review but now I’m just so disappointed and angry !
EnTouch maybe the worst company for services I have ever dealt with, its a joke !!!
I had a sales person come round and offer 1GB fibre and i was very interested as I work from home and comcast wasn’t cutting it with all the data I needed to upload.
I was told the promotion was $ 99 for 1GB, cable and phone (add$ 30after fees), I also explained I needed the exact home automation and security which I then had with comcast and was told it would be a $ 10 upgrade charge.
I had a long debate and hours on the phone with comcast to get released early without $ 600 termination fee.
2 weeks out was the first installation date. So the Tech came out, late. He then said he forgot things and then returned an hour later. He didn’t have all the equipment so the alarm wasn’t installed and we had no monitoring. They said they would send someone out, it was around thanksgiving but I was still told someone would be out, nope! nothing ! A week and half later someone came out, again not with all the right equipment and didn’t bring the box for the master bedroom. He installed the alarm and thermostat downstairs INCORRECTLY ! After he left the heating would not turn off and it was 94 in the home with a baby inside.
Someone eventually came out and fixed the issue, we then had to wait longer for someone to come back out with the box that was supposed to be put in the Master bedroom and install the other thermostat upstairs.
When that worker came out to install the cable box in the master he informed me he had no idea how to install a thermostat and had never touched one !
Again we waited for someone to come out, the cable boxes didn’t work for over three weeks properly after we were told they needed to be activated and they would work. Finally I spoke to someone who did manage to sort it.
After all of the hassle and being promised the home automation would be what I had before, it was not and we decided that the security was not good enough and lacked us being able to control the thermostat upstairs via the app and it was too basic so I decided to cancel that.
So now I have to pay out $ 512 for a new company to take over the security as we didn’t get what we were told it would be. However I cant get the new security as Entouch took my original security panel and thermostats when they installed theirs !
Im still waiting on their explanation on how I am going to get my equipment back and what gave them the right to take it anyway ?
Good note the 1GB is working well and constantly, but the rest is not worth the hassle and I also got promised a $ 50 gift card for installation fees and deposits I had to pay, surprise surprise I never saw that either !! I feel really disappointed and quite embarrassed that I even went with the decision to switch.

I have their security/​alarm at my house and haven’t had any problems, but then again, no one has attempted to break it either. But so far, so good. The security touch pad was defective and they replaced it about a year ago.

We’ve used Entouch Systems for over 15 years now and have been extremely pleased with the service provided. Whenever we’ve encountered problems they’ve been easily resolved in a courteous and professional manner. Over the years we’ve used a combination of their services because you can pick and choose your options. We have moved 4 times in the same community and have kept Entouch through it all. I’m thankful to have them and hope to continue using them for 15+ more years :)

Good service, and always your questions when there is a problem. A lot of service for the price.

Good speed. fast response. Much better than comcast

Installer couldn’t get a couple lines to work in the house, maybe his fault but maybe bad wiring, the house is only a year old. Often my cable tells me that I am not subscribed to a channel when I am, it usually clears up in a minute or 2 but annoying. When everything is working the internet is fast and the Tivo works wonderfully. Hopefully kinks will get worked out

There are great benefits from having the company managed from Houston, especially from a customer service perspective. I have never had a problem with their service delivery. They also seem to go above and beyond one giving back to the community, like organizing and sponsoring events.

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.

After having been with enTouch for almost two years, I am rather disappointed with its inconsistent and slow Internet service.
For about two months I had intermittent connection issues. I thought it was just a temporary problem because it’s happened before but went away on its own. However, after two months of consistent intermittent connection issues, I decided to call enTouch. The rep talked to me like I don’t know anything about cable Internet, which is fine because they probably have to. After making sure I’ve already power cycled my modem, router and computers, they determined that the issue was on «my end» and sent a technician out three days later. The technician was knowledgeable and friendly. He looked around and replaced a connector outside that looked bent. Since then the intermittent connection issue went away.
However, more recently, I noticed that the only time I can achieve the 60mbps speed I pay for is between 2−5AM. During peak hours, I’d be lucky if I get 20−30mbps. When the weather gets bad, I would jump for joy if I get 10mbps at all! Yes it’s pretty amazing rain can affect cable Internet speed. I did some research and some people blame it on the fact that more people stay home and get online when it rains while others claim that all cable Internet uses satellites somewhere in their connection so naturally rain and clouds can slow down the speed. The point is, I feel like I rarely actually get the speed I pay for. Yes, I know all ISPs have some kind of disclaimer stating that they are not responsible for actually provide the speed they advertise, but that doesn’t mean it won’t leave a bitter taste in their customers’ mouths.
Oh and if you have your own modem instead of renting from enTouch, you can forget about enTouch ever updating your firmware. Our Motorola SB6141’s firmware hasn’t been updated a single time since we were with enTouch, whereas my father’s modem of the same model was updated often with Comcast.
enTouch seemed like a good choice two years ago when I first switched but now Comcast is looking more and more appealing everyday.

Quite possibly the worst company service I’ve dealt with since Sprint.
Pros– Internet is fast and reliable 80% of the time.
Cons– Dealing with Entouch customer «service» to have them fix recurring issues.
Having called them for the 8^th internet down issue in 6 months today, it was a repeat of each other customer service call. Customer service can find our account, when they get all the info and have us go through the restart routers and reset on their side stuff, they transfer us to tech support. Tech support CAN NOT FIND THE ACCOUNT! «I’m sorry, we can’t find your account, we will have to give you the number to customer service to get this cleared up». When you explain you’ve just been transferred to them by that same customer service, they basically go silent after saying they can’t do more.
We’ve asked for supervisors and been rebuffed 4 out of the 6 time’s we’ve requested one. The other 2 times, when they actually bother to get us to a supervisor, that person says «wow I’m not sure how they missed your account I found it no problem. I’ll see that gets fixed for you» and then send someone out to temp fix the issue for a few weeks. Today when calling for the same issue tech support transfers me to a business account rep (we’re residential btw) who says «Yeah you’re home fiber customers not residential. I’m not sure why the accounts department has you set up like that».
And as I hit hour 21 total time spent on hold for these repeating intermittent internet issues I realize «EnTouch is OutofTouch.»

I despise that I am forced to only be able to use this service. I’ve lived in many apartments and have used Comcast and AT&T uverse. This by far is the worst. It cost more than the other two and Internet does not work most of the time. If you have a choice definitely do not pick this one.

1 GB Internet for 59.95 a month! The contractors cut my Internet line twice next door, and both times Entouch fixed it within 24 hours. Never had any congestion and routinely download large files 4GB for work. Customer services has been helpful/​friendly as well.

Dealing with entouch is like playing Whack-​a-​Mole. We’ve had them since August in an attempt to avoid comcast.
We call to ask for setup, and the closest appointment was 10 days out. Don’t worry! They’ll call if anything sooner comes up! (It won’t.)
We had to get a new router from them because our AT&T one wouldn’t work with their network, so they tacked on an equipment fee, which was expected — however, we were never able to stream anything for a full hour without resetting the router. Tech support tells us to just connect directly to the wall, which of course fixes the problem but means that no other devices can use the Internet at the same time as the router is bypassed (and therefore, no wifi). We took our router in and swapped it for a new one which fixed the broadcasting problem, but entouch did not credit us back the equipment fee on the next bill as had been promised by customer service.
A few weeks later during their «scheduled maintenance», they knocked out service to enter geographical areas for five days. We called about once a day in order to ask WTF was going on, and customer service would tell us to ask tech support, tech support would tell us call customer service, and they both told us to just sit around and wait because they were «working on it».
It finally comes back up Friday morning (hadn’t worked since Sunday night), and I troubleshoot my way through re-​configuring my router, power cycling just about everything and… two hours later, we were back where we started (no internet connection at all to our apartment — not through the router or directly to the wall). Tech support is stumped, they say they’ll send someone out, and the earliest appointment is…5 days away!
Don’t worry; we’ll call you if «something comes up».
Funny they went to the trouble of notifying customers of planned maintenance but then went totally silent when nothing was working (no notification to customers, nothing on their website, nothing on their Twitter feed.). But it makes sense. Why would you want to advertise that with entouch, you’ll only have working Internet for 20 or fewer days per month? After all, this is Q4 and finals time, a time when nobody has anything to do on the interwebs.
AT&T, Verizon: SAVE US!

I would give less than one star if I could. The apartment I live at requires enTouch as our provider, but given the choice I would choose anyone else. The man who came to install our cable and Internet was a total jerk.

I would give them less than 1 star if I could. This is the worst company ever. They come out and fix the cable and the Internet goes out. They fix the Internet and the phone goes out then the alarm… Then it repeats itself. It is and endless cycle. Save yourself some heartache and severe dissapointment and go with a proven carrier like Comcast or Direct TV.

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.

Have had entouch for over 5 years. I’m not in one of their communities so I only have alarm monitoring but it has all the options I’m looking for at a good price. No complaints.

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
, 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.