Grande Communications Reviews 9

Terrible customer service, wifi is spoty and goes in and out. Then when you want to cancel they require “a 30 day notice” and will charge you another month even though you are no longer using their service.

STAY AWAY! STAY AWAY! Apparently, Astound Broadband Powered by Grande is hurting for so much money that they charge for everything. Need a technician because your service has gone out 7 times over 30 days, we can send a technician but it'll cost you $75+ (or you can just reboot your system and hope it doesn't happen again). Have auto pay set up? Did it decline? That's a $30 charge. Apparently, Astound considers a debit card payment to be the exact same as paying with a check - when it's on auto pay. No other company charges you $30 for an auto pay payment denying. STAY AWAY from this money-hungry organization. They may offer 1.5GBps but it's not worth it if it doesn't work or they continue to charge you for every little bit they can. STAY AWAY! STAY AWAY!

I have since moved to their competitor Spectrum and I'm never looking back.

I first noticed, about a week ago, that my Yahoo! Weather defaulted to San Marcos, TX and local commercials on Pluto TV were now for Austin, TX businesses and no longer Houston. A couple of days later, with college hoops starting, I added Sling TV and there was FOX 7 - Austin. Their HQ is in San Marcos, just outside of Austin, but I live in Rosharon, just outside of Houston. I've been on chat and phone support several times and all they'll say is that the case was escalated. Two days ago, I filed an FCC complaint. Not that it already got to them but, this morning, FOX 7 was gone, replaced by FOX 26 and ABC 13, both Houston stations. However, my IP is still in San Marcos and I got an ad for an Austin coffee company on Pluto TV. Now, my Yahoo! Weather default is merely Texas and that vague location is about 10 degrees cooler than we are near the gulf coast. It's not a deal-breaker, but they do a poor job of matching dynamic IP addresses with the proper geolocation to their customers. I found a Reddit post from an Astound/Grande customer in CHICAGO, ILLINOIS who woke one morning last year to AUSTIN, TEXAS TV stations!!! The way they allocate dynamic IP addresses is like a pharmacy that stocks their shelves with unlabeled bottles of prescription drugs and they fill every kind of prescription with whichever bottle is reachable at the time!

Grande was good when I first got it, but rapidly went down hill as time went on, massive increase in price for no reason with Internet quality/stability degradation.
DO NOT GET GRANDE.

Astound/MyGrande is the absolute worst internet company I have ever had the displeasure of dealing with, but unfortunately we have been stuck with them because they made a deal with the apartment complex forcing anyone who wants internet to have to use them.

The salespeople are dishonest about pricing and if you ever need Customer Service you will be on hold for 30 min to and hour trying to reach someone, who after wasting a good deal of your time with say everything is fixed now on your bill. And a week later, you find that nothing has changed and you have to call back and start over again. Example, my mother is retired and on a budget and they offered her TV service saying it would be one price, then 3 months later the bill increased to a level she could not afford, so we had to cancel the service. Over the past two months, I have literally had to call in 6 times for the same billing issue, each time taking over 45min-1 hour. If you have other options for internet, then take them!

The local Odessa salesman was making "cold calls" and one of the numbers he called was my 13 year old daughters and when she didn't answer his 3 calls in 2 minutes he decided to leave her a text that stated 'You didn't have to hang up on me. I'm just trying to help and do my job, that's all. You could have at least heard me out. I could have saved you some money with a better deal and yo decide if you wanted to or not. Pretty simple. Have a blessed day!"
It didn't take long for me to find out his name and when I called customer service to address this unprofessional "sales" man I was put on hold. After the 3rd call I found someone that actually cared and tried to get me through to the appropriate channel but was told by her supervisor, Taakquenk, that nothing was going to happen and that she should just hang up on me. She is the only person that gave a shred of care in this story, she told me that the fact that she even told what her supervisor said is against company standards. All this while the sales man is now texting me about service. The fact that this company allows cold calls without vetting is one thing, but to send unprofessional texts while another division covers for them is unacceptable. Even now, as I type this the sales man is now harassing me. I expect an apology for this total unprofessional experience.

I've had dozens of issues, and 90% of the time they blame me.

I've had them tell me I'm not supposed to port-forward for my xbox (even though you ARE supposed to, in order to get an open NAT). They've told me doing this broke the modem and I'm at fault, then hours later they called and said a line was down and they were sending someone to fix it..

They've been throttling my speed, we are paying for gig speed (gaming plan). They replaced our modem with one I can't even get into the settings so I can't use my cloud gaming pc. I only get 20MBPS now.

I've been forwarding ports since I was 12 years old for gaming consoles, it says on xbox's site you need to forward ports. One of the easy ways is just to put your PC/console in DMZ mode, they've told me this breaks the modem... LOL

They always blame me, it's always the customers fault.

This modem they installed is 100 steps backwards for gaming, can't get into the settings, limited speeds ect, yet they call it a "upgrade"!

Switched to Grande from At&t uverse internet which cannot handle more than a few houses. Our entire lane was on it as promo's then everyone left to Grande.

Prior to Youtube TV I took Internet bundled with TV with the Tivo. The base prices are amazing but Grande has the highest charges for the cable TV part. I could never understand it. It makes the bases prices bundled which sound amazing skyrocket to prices no one would pay today with Youtube TV and others. I called CS for discounts on TV they could never do anything said the price is what is with all taxes and etc. So after 4 months I dropped the TV part and never looked back. The internet part is cheap with taxes and nearly no issues. Once in a while an outage during peak times but Grande does most of the network work at 2am. CS is Texas based so easy to get issues fixed. Speed paid for is always given with no data caps.

I called customer service because because Grande increased my monthly bill by $70 to $210. This $210 is for Cable and 200MB internet. No movie or extra sports channels. No phone. This is insane. All I asked is that Grande match Spectrum market prices. Grande Reps said "we don't compete on price" and refused to be market competitive.
IF you choose Grande, expect your bill to start exploding every couple of months. I'm leaving Grande.