Grande Communications

Started out great then over time got horrible. First off, yes the speeds are amazing for the prices they charge in the area, but dont be fooled. My service was out a lot over the course of the year and at possibly the worst times. On top of that the customer service to come fix any problems took ages to respond and once it took 2 weeks to get someone to come to my apartment. The billing part and autopay was good online, but besides that the service was a total letdown.

Aug 4 2015 9:41pm
After I called Technical Support and Customer Service, they sent the technical back out same day to address the issue. The technical and another technical worked on the area until my internet service worked consistently. I have to give kudos for them sending the technical back out same day within a a couple hours of the install to make sure I was happy. I think I can get stay with a company who cares about customer service. Thanks for ensuring my service was connected appropriately.
August 4 2015 — 7pm
Not off to a good start. Technician just came to install Internet. He struggled to find the line them later indicated he was successful. After taking my payment, he proceeded to tell me that the service is acting up in the area and that it should be corrected in 3 days or so. He left, then I look in the yard and there is an orange cord that is about 30 feet long going through my backyard. I look in garage and he left the attic wide open with stairs ajar. If that wasn’t bad enough, I am unable to connect o the Internet. I call customer service and they tell me that the cable is scheduled to be buried 6 days from now. I asked her why I wasn’t told that by the technician. I’m then transferred to tech support who is unable to help me because the Internet service is not showing online. Both reps mentioned they would try to get a tech back out today. I just received a call asking me to confirm service appointment for 3 days from now. I think this may be intentional seeing as though I can cancel within 24 hours with full refund. If this isn’t fixed immediately today, I will cancel service and cancel payment on credit card. This is not the best way to begin a customer experience. Very disappointed.

The service is okay. When the internet is up and working, I find it to be a good speed. But sadly, its like a see-​saw with the up, down, up, down. Its hard to do work on an internet connection that can drop so many times.
The cable is pretty good, we don’t have too many outages. The format of the TIVO is nice.

So I got a message from Grande on here that asked for my contact info. They called me the next day. Upgraded my speed at the lower current rate and scheduled a technician for the next morning. No trip fee charged.
Tech came and we got a new modem. So far so good. Fingers crossed that this works!
Much better experience. Only thing that would have REALLY wowed me is one month credit for my hassle, 2 tech visits (my time is valuable), and my extra fees on cell phone data plan.

we just got grande yesterday and it only took them 1hr and 2 minutes to set it up. we used to have verizon but we switched to grande. grande has been good so far but some channels froze for a few seconds. the internet is fast and reliable. i would suggest you get grande because it’s cheaper than most other companies.

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 :(

I’ve been a Grande customer since June 2013 and have to say it has been one of the most pleasant cable companies I ever dealt with. My favorite thing about Grande is that EVERYONE you will ever talk to is IN TEXAS! They do not use any overseas call centers and force you to talk to people you can barely communicate with. That said, they are also the most friendly, helpful, and knowledgeable people in the business. I have been impressed with the professionalism shown by both their call center and field service technicians.
On top of their excellent customer service, they offer TiVO-​branded DVR boxes and the fastest and lowest-​cost cable internet speeds available for residential customers. Their competitor in my neighborhood offers only up to 30mbps connections for more than I pay for my triple-​play service with Grande that includes 75mbps internet. Moreso, I almost always achieve faster speeds when I use various speed test services.
Throughout my time as a customer, I have only experienced one TV outage that lasted about an hour and one internet outage that lasted less than 30 minutes. The service is among the most reliable I have ever experienced.
If I had to pick something to complain about, it would have to be the variety of HDTV selections. They have a good variety of channels, but the HD selections are more limited than what I would prefer. In speaking with customer service about this, they are accepting customer feedback and working to provide the channels in HD that are most highly requested. I gave my feedback and am waiting to see if this holds true.
Overall, I would highly recommend Grande for those who prefer low-​cost, reliable, and fast internet service. Telecommuters or families who use on-​demand streaming video services would benefit the most. They also have great sports packages for the avid sports fan. If you need every single channel in HD or want some of the more obscure channels (NASA TV or Smithsonian), you might want to look at another provider. I’m happy with Grande and have no intention of switching any time soon.

Horrible customer service and they try to screw in every way. Without any notice or anything the will charge you and tell you or the promotion ended and so we had to charge you… No notice or call and if you don’t pay attention the will screw you and you never get the right speed for what you pay for because their equipment is garbage and they charge you for it every month $ 15 plus your internet and on top of that they try to charge in any other way… Where I live they only have grande communications and so I will call the city and call BBB to do something about this, because this is not how you should run your business. Rude and over charge customers

Been with Grande Communications since 2010. Not sure what the others are complaining about… Netflix runs fine. In fact, I can stream it wirelessly to my Vizio TV AND through my Apple TV so my wife can watch one show and my kids another. And while doing that, I can also stream to my Mac.
I can’t speak to the online gaming, other than my friends (who don’t have Grande because they can’t get the service) complain loudly of online gaming when «trolls» from overseas log onto US-​based servers and lag out the games.
Ignore the reviews such as that from the woman in 2011 claiming to have made more than 1,000 calls to complain about her service over eight years time… seems kinda fishy. Who keeps a service they dislike for 8 years and continues to call and complain? Who does that?! Nobody!
As for the woman that says every last Grande customer she has spoken with (and she’s spoken with «several»), «every last one of them is miserable with their service…» This is far from my experience. My neighborhood is divided by a main road that creates a real dividing line between those of us that *can* subscribe to Grande and those that cannot. Those who *can* are among the happiest cable subscribers and those that *cannot* are jealous of the rest of us and continue to request that Grande expand services in our city. (Note: the only other cable/​Sat options in our neighborhood are Time Warner, AT&T and DirecTV or Dish).
Ripped off? Not a chance! I pay a very low price for 75Mbps download /​7Mpbs upload, and I very often receive that speed when connected WIRELESSLY. My ethernet connection often clocks out at 78+Mpbs down… no complaints from me! The price I pay for 75Mpbs is the price the rest of you will pay for AT&T’s 8Mpbs service or for Time Warner’s or Comcast’s 12−13Mpbs service.
As I said — Netflix works well. Hulu+ is good. Crackle works, too, as does just about every other streaming service out there. My family only streams TV so we just go with internet-​only service and we filter out a lot of the garbage on TV today.
To those complaining about streaming TV — if you have an Apple TV, then you will have problems because of Apple’s latest firmware update (6.1.1) has issues. I have researched this thoroughly and Grande came to my home, inspected all connections and household wiring and confirmed no issues. Their modem was working PERFECTLY so that left my router (initially). The router diagnostics indicated dropping service, so Grande (with no other proof) provided a new modem/​router combination. I was using my Airport Express then as a bridge and continued to have connectivity issues. The router was replaced under warranty and voila, all connection issues vanished, however my Apple TV was still having trouble. Further investigation yielded that the latest firmware upgrade is an issue and will be until the next firmware upgrade is available. This is not to dis Apple, but to say that y’all got to investigate what’s causing problems before y’all go ’round complaining.
For those that will suspect I work for Grande, let me assure you I do not. I have been through several years of service with DirecTV (issues with storms and «severe» weather), Comcast (was okay until our area was purchased by TWC), TWC (prices jumped year over year until I was paying nearly $ 100 for 30Mpbs internet speed with no TV or VoIP phone). Went to Grande and cut my costs by nearly 50%. Results not typical so check it out and call the company if you have any questions or want to compare service. It’s worth it.

Update: The package pricing goes up every year without any additional channels or internet speed. Ridiculous! If we had a choice we’d have Verizon FIOS. It appears Grande just doesn’t have the bandwidth to support high speed wireless internet but that doesn’t stop them form selling the service. They also require the pay a monthly fee for the use of their inadequate modem/​router combo in order to take advantage of Tivo. I gave them 2 stars instead of 1 because the package pricing isn’t bad. Also, we’ve experienced an improvement in internet connectivity by enabling an additional high performance router. Unfortunately, this was an additional purchase. If the equipment is the actual problem Grande needs to strike a deal for a higher quality modem/​router.

If u want have netflix not work, or VERY choppy online gaming experience, or no experience at all then sign up with them. Unplugging modem+router do nothing. It’s terrible and it wish I had options but nope. Like I’m on dial up all over again. Pay more of not the same for something better

GLASS problem (Greedy, Lazy, Arrogant, Sloppy and Stupid). Grande has the monopoly here and therefore have given up all thoughts of competence and courtesy. It would be easier if the representatives just told all callers during the first encounter that they just didn’t care about solving the problem, rather than spinning ever more improbable tales of why things have gone wrong.
This is one company that deserves negative stars.

Had problems before but they’ve gone to bat keeping me happy ever since. Solid.

Worst Company EVER!!!
I have never felt so ripped of by another company than Grande Communications.
Its nice to know that the Grande Rep filled in the first review on Unilocal for Grande and you can tell it is a complete LIE!!!
If you can avoid this company at all costs. Their prices are a rip off, the service is cheap, and over all very disappointing to work with over the phone.
Zero Stars

Though I’m pretty sure this review will fall on deaf ears, much like the 1000+ complaint calls I’ve made over my 8 years of service, I feel like people need to know what terrible, horrible, no-​good, very bad, crummy, crappy cable service Grande Communications provides. I’m fairly certain they’re named «Grande» for the grande pile of caca their cable service truly is.
It’s not a coincidence that Grande is in cahoots with apartment complexes everywhere, forcing residents to use their services. Because, if not for that, they’d have no customers. I’m fairly certain we’ll see an end to these semi-​illegal deals between Grande and Property Management companies in the near future, but in the meantime we’ll all have to live with terrible cable service and REALLY HORRIBLE customer service.
I don’t have the patience nor do any of you have the desire to read my laundry list of complaints during 8 long long long years of service with Grande Communications. However, I will point out a few low points:
1. Pay a single bill late 1 time? They turn off access to on-​line payment and your only option to pay a bill is mail a check or be charged a $ 3.50 phone fee every time you call. OH, or visit a local HEB food store «convenient» business center. I kid you not.
2. When they can’t figure out why your cable service continues to go in and out, and they continue to send incompetent tech men, they’ll just load you up with piles and piles of unnecessary equipment. Looks like if you have a job, and work all day, you’ll have to return all of your equipment to Lewisville. Really!!! Is this what they call customer service?
3. One time, I had them come out to set up a business phone line. When they left, I realized they had screwed up my Internet while at my apartment. Since I was newly working from home, I NEEDED my Internet service. And, hello, it was their fault it’s now not working. They told me someone would be out the next day. Wait, what? Tomorrow? Um, I’m working from home, you came out to install a telephone and in the meantime knocked out my Internet and now you want me and my company to wait until TOMORROW before you can get another incompetent a-​hole out here to fix it? Again, what?!?
I really wish I had a great way to stick it to this company. But, I believe in karma and I think they have it coming to them. One day, property management companies will become wise to their crappy cable shenanigans, and Grande will be out of business. Until then, I feel sorry for any of you having to do business with them. Today, as I cancelled my service, I ended the phone call with a bitter and fitting «good riddance.»

I have talked to several Grande customers, and every last one of them is miserable with their service. I will also note that everyone who has Grande is forced to use them by whoever owns their apartment/​loft/​condo. Basically they have a monopoly and boy does it show, they are over priced, and their internet and TV service are less than stellar.
I have been double billed more than once by these idiots, most recently just in the last few days. I paid them $ 150 on January 13 for my phone/​tv/​internet bundle. Just in the last couple days I get a bill for over $ 240, which is odd because not only did I pay in January but I over paid my $ 30. If I could give them negative stars I would Grande is all around bad and they get away with it because none of their customers have a choice. If you are ever searching for a new place to live, make sure they don’t force you into using this awful company.
My internet connection is slow, and with their television service I get very few channels for what they charge. I had DirecTV before and had more channels for less money.

I recommend Grande to all who are lucky enough to have them as a local cable provider. Their rates are by far the cheapest between dish and direct tv. On an even more positive note, service is never interrupted with nasty weather. That’s the one thing I hate about Direct TV and dish. A big turnoff in my opinion.
They have plans to accommodate any family and best of all, NO CONTRACTS! Woo-​hoo. Who could ask for more.
The service technician who installed our system was very friendly and polite and did an excellent job. On one occasion I did have to call for technical support and the staff demonstrated top-​notch customer service.
Unfortunately, we moved and had to discontinue service for the time being. With that being said, I had to drop my box off at Grande. The office was very impressive as was the staff assisting me.

Because of the building I live in I’m pretty much forced into getting their service. I have had many cable and internet services but never have I had one where there is a $ 40 installation fee, a $ 38 modem fee and the first month due before they hooked it up. At&t or Time Warner are much less expensive and their customer service is more willing to work with you. If I had a choice I would go with either of them.