Responses by this company are borderline ridiculous. If you try to call, there is always a wait time of well over two hours. If you try to use the "chat" option, you receive vague information and are told that questions cannot be answered. When you request a supervisor, you are told you have to call to speak with someone. When you question anything during the chat, you are told that the "person" on the other end of the chat is unable to help you and will terminate the chat. If you leave a yelp review, you receive a nice note from "Jackie" with a request to send a PM with your specific concerns. Too bad Jackie doesn't exist and there is no information on how to PM anyone for actual assistance. $500+ a month for services is beyond ridiculous and you only get bots to "assist" in answering questions regarding the $500 bill and why $280 of it is all fees. Edited to add: received my notice from "Jackie" and I can send a note via Facebook or X since there is no PM option. I have neither, by the way. Also, thanks "Jackie" for reminding me that Astound suspends additional comments - forgot about that part. read more

I would have to say this is one on the worst customer service I have ever had. I came in there because I called corporate to ask where I could pick up a gaming router they have brought twice to me now broken I have been paying for a year just to have normal Wi-Fi. The older man and supervisor at the front desk were hostile and try to push us out of there , couldn't ask a single question without getting a I don't know why they would tell you that I can't help you while the supervisor giggle with no help All we can do is send a tech Thursday .I could personally never hold my company's values that low definitely was My first time visiting the office and was not a welcoming Experience. read more

Garbage customer service. Scheduled an appointment today 8:00-12:00 because the internet doesn't work and they called and told me the service was scheduled incorrectly and they'd have to reschedule... I took the day off work for this bull. GET IT TOGETHER! read more

They are unwilling to help their customers. I had service for 2 hours and realized I signed up for 1500 Mbps, but my router only does 1000 Mbps speeds. The agent will only step my service down to the lower speed for MORE than what I'm currently paying. UNBELIEVABLE! I've had Astound for less than a day and I can already tell you their customer service is crap. Find a better ISP. These guys suck UPDATE: Headache to deal with their "customer service", but the problem did get resolved. Supervisor never reached out to talk about fixing the account. I had to call back and finally, by chance, talked to the right person. They altered my account to reflect the speed change and lowered the bill instead of raising it. As they should have without all the hassle. read more

This company sucks!! There rates are ridiculous , just increased monthly charges by $30!! And slow as .....! I don't even have a choice who i can use, maybe my apartment complex is making money, but its not right to charge a person these high rates!! read more

Ever since Astound took over Grande it has been nothing but a headache trying to; address billing issues, upgrade service (won't match current promotional offers), or resolve MANY technical issues regarding shoddy service. Astound clearly falls under the category, 'Customer "NO" Service'?! And when canceling service today, I was informed they no longer prorate the final bill (apparently as of an April 2024 notice I received in the mail), thus I'm paying for 3 weeks of service (or should I say NO Service)! Not at all worth the price, Good Ridden!!! read more

Nobody showed up for the install. No call no text no email. And I immediately cancelled right then I was so pissed. And get this, they're trying to charge me for the installation!!!!!! That never happened. This company so disgusting. Go with spectrum. Trust me. read more

2nd internet outage this month. Today's outage now projected to be about 12 HOURS!!! What kind of unreliability is that??? Would NOT recommend this provider. read more

We were forced to choose Grande since it is the only internet available for my complex right now. I contacted the local rep and after playing phone-tag we were finally able to set up an installation date (with an $80 installation fee). I told the rep that I wanted to take advantage of their free installation promo they had online because $80 is steep for an installation, especially considering it's the only option in our complex. It took her 4 days to respond to my message. Our leasing office informed us that our move-in time was being pushed back due to renovations which conflicted with our installation time. I gave the rep a call and I was not able to get in touch with her. I ended up calling customer service to have our installation cancelled and they said I can reschedule online for a different date myself instead with the free installation promo instead of going through the rep. The customer service agents were nothing but helpful, but unfortunately, it did not make up for the horrible service. The local rep did finally reach out to me, to which I informed her that I set up a new appointment myself online. I got an email shortly after that she had set up a new installation on my behalf for a date and time that we would not be available for the technician. She had also added an antivirus addon that I did not want. I had to call and have that installation cancelled too. I inquired about whether they could confirm the appointment I created for myself online and they told me the only appointments that showed up in their system were the 2 that I cancelled, and that the day that I set up for my new appointment was no longer available. After calling several different agents, I was told that the confirmation email I received was an error and that I would need to set up a new appointment online and call them back to have them manually change the appointment time to the day I chose. I did this and called back only to be told that I had no pending appointments listed in their system. The agent offered to set up a plan for me OTP, which I opted to do, however, when I asked why the quote she was giving me was different than my listed quote online, the agent told me that the prices are different on their site versus their phone and that some options are not available OTP. The plan we finally got set up was $10 more than what I was supposed to pay with the plan I chose for myself online. Their customer service agents were as helpful as they could've been, all things considered, but everything about even just getting internet service set up has been confusing and disorganized with everyone giving conflicting information. Can't wait until Google Fiber or Verizon 5G home internet become available at my complex. read more

I just recently moved to Dallas area and temporarily to an apartment. Astound was one of two options for internet at the complex. The leasing agent steered me toward Astound and gave me the territory manager, Stephanie Clark's, contact info. I was told I would get $40 off installation and they quoted me $134.87 for my first bill. Today, got my first invoice and the total was $254. An over $100 difference from the original price I was given when I signed up for service, and the $40 discount isn't on there. Needless to say I will be canceling my service. I emailed the territory manager and didn't get a response. They obviously don't need my business. I will be canceling my service and going with Spectrum. read more

If I could give a zero I would. They are charging existing customers more than double for internet than new customers.

This is a constructive review for companies like Grande Communication to improve their quality of customer service and dealing with problem resolution. Are they in the business to keep customers away, or retain customers? A little bit about what happened to myself now, this is my second month with Grande Communication, and this is the second time I am on the phone trying to solve an issue with my bill. This time I took about 45 minutes on the back and forth with a representative named Corvin Employee number 775264 (see attached picture). I simply called to get a charge remove from my bill that was added without my consent, after removing the charge my bill went up to $175.00 per month when initially was $170... how can you explain that removing a $20 charge can increase your bill? This is very frustrating for us as a customer, and a shame for Grande to allow this situations to occur. My goal with this review is to improve future customers' experiences and to get this matter resolve as quickly as possible. I am available for a supervisor to contact me with a permanent solution. Please let me know what is the next step? read more

Astound | Lewisville - Internet Service Providers Near Me - Lewisville, Texas

The worst internet provider I have ever used. I would love nothing more than to switch back to AT&T but alas, my current apartment complex only allows this company. I pay for a very good plan considering I play competitive video games, and this internet speed is absolutely atrocious. My internet keeps blacking out causing me to lose my competitions. Just absolutely awful. I've never had these issues with any other company. Non stop issues with this service. read more

Honestly, this is one of the worst providers I have ever seen.....just called them to get (and pay for) a simple additional converter box....can't send and will have to pay over $100 to have someone come out for 5 minutes to install. told me I'd have to drive 30 miles to "local" service location to provide read more

i had been a happy and contented at&t u-verse customer for almost 15 years and they took care of me really really really.....really good! until i move to an apartment complex with only astound as the provider. from the get-go, i didn't get a good customer service experience with astound, specially with that stephanie clark woman who's supposed to help me! she's nowhere to be found! incommunicado! even my leasing office couldn't get a hold of her! the poorest customer service ever! i finally get my internet service hooked up. they had a promo for new customers, i'm a new customer, and they don't want to give me the promos on their website saying because i'm already signed up. well duh! i got annoyed i didn't want to take too much of my time talking to a customer service who DON'T CARE ABOUT THEIR CUSTOMERS! i told my leasing office had at&t u-verse been available at this place, i would've stayed with them no question! astound gave me headaches prior to service installation! i told them they should allow at&t to run a cable at their place so renters have an option and not tied up with astound! ASTOUND'S CUSTOMER SERVICE SUCKS i would get out of this service in a heartbeat if i have an option but i don't! i couldn't wait for that moment! if you have an option, stay away from astound. they don't care about customers! cheap means cheap. with at&t, they're a bit more expensive but AT&T'S SERVICE + CUSTOMER SERVICE IS EXCEPTIONAL that's why i got no complaints overall. with astound, not really happy with the service, but also, it's cheap customer service! you get what you pay for! UPDATE - i just noticed the ratings - 1.7 out of 5??? no wonder they're super low! most common comment is CUSTOMER SERVICE SUCKS! i am so damn right! read more

I've been a customer for about five years now. For the most part, bandwidth has averaged about 105% of "rated speed." Recently, there was some sort of technical issue in my neighborhood that necessitated 5 or 6 technicians to resolve. Since then, my downstream has been limited to the upper 90's/20, when it should be about 250/20. With each speed increase, I've had to get new equipment out-of-pocket, because the company will only will only supply a DOCSIS 2.0 modem. Including my newest modem which is DOCSIS 3.1 with 16x8 which the company incorrectly told me I need, I'm still not getting the bandwidth I should be. Three different modems in as many months, because the CSRs are contradicting each other. In conclusion, Grande was stellar when it was a Texan-owned company, but since it was plundered by a company that's owned by a holding company in Hong Kong, customer service has definitely become sub-par, which compounds the fact that Grande won't get its metaphorical (if not literal) story straight, with respect to "needed" equipment. read more

My husband and I are moving into our first apartment in North Texas this week. Our leasing office gave us a sheet of internet plans (only service allowed in the complex is Grande) and told us to text this sales rep to set up our internet -- which was an immediate red flag. We text her, play phone tag, and finally get an installation date and time set up. It was supposed to be installed this afternoon, however our leasing office informed us that we cannot pick up our keys until later in the day due to unit renovations. We tried to reach out to the sales rep, but received no response. Instead, we took it upon ourselves to cancel the installation and reschedule it to a day that worked for both of us, preferably a weekend. We then informed the sales rep that we cancelled and rescheduled our appointment ourselves. Without consulting us first, she cancelled our appointment we made online and made a new appointment, with service add-ons WE DID NOT AGREE TO. We were on the phone with the company all day trying to get our appointment back, but the day we chose was already full. They also kept saying they "couldn't find" the appointments we made online despite receiving confirmation emails for them. DON'T make an appointment online -- it doesn't work. We also are now paying 20$ more than our original plan because they "do not have the same offers on their computers as they do online". (ex. modems are 3$/mo online but double the price in their system.) Extremely disorganized company -- feels like a total scam. If I had a choice, I wouldn't be using Grande at all. The reviews speak for themselves. 0/10. read more

I have had Grande (Internet only) for the last 3 years with no problems. When I received my monthly bill last month I noticed that my bill increased $30. After calling Grande I found out that the promotion I was on had expired, plus the price of the modem/router I was renting from them also increased monthly. The rep was friendly and took 30 minutes to walk me though some options on downgrading my speed because I had more than I needed, and also options on purchasing my own modem/router so I could save on the rental fees. He even took the time to recommend some brands that would work for my usage. I ended up going to Best Buy and buying my own modem as well as a router. When I got home I hooked everything up and then called Grande. They switched on service to my new modem and had me up and running in 5 minutes. It was so easy and fast. I was told to drop off the rental modem/router to the office in Lewisville. I went there today and Larry assisted me. He was very friendly and helpful. It was a great experience. Best of all... My monthly bill is now $60 less each month because I'm saving on rental fees and now only paying for the speed that's closer to my usage needs. *If I can make one recommendation to everyone... Make sure you are on the right speed package with Grande. This will save you a lot of money. For the last 3 years I was paying for a higher package with more speed than I needed or was using. Ps... I absolutely love the fact that they are available by phone 24 hours a day. It's very convenient if you need to reach them late at night. read more

https://www.congress.gov/bill/116th-congress/house-bill/5035/text#H9D3FC644679E4CEFB927457B4310C9D3c) Consumer rights to accurate equipment charges A provider of a covered service or fixed broadband internet access service may not charge a consumer for-- (1) using covered equipment provided by the consumer; or (2) renting, leasing, or otherwise providing to the consumer covered equipment if-- (A) the provider has not provided the equipment to the consumer; or (B) the consumer has returned the equipment to the provider, except to the extent that the charge relates to the period beginning on the date when the provider provided the equipment to the consumer and ending on the date when the consumer returned the equipment to the provider. read more

Poor customer service and zero follow up over the weekend for internet service that I needed installed before Monday. The rep made no effort to get a hold of me himself before leaving my place and not offering to come back on Saturday. Now, the earliest they can come out is Tuesday. The rep Heather also never called me back. I will be asking my apartment office first thing in the morning the other internet company available. You guys don't deserve my business. read more

We pay $265 a month for Gigabyte a second internet and yet I still get TERRIBLE service half the time. We have 2 people that work from home with a total of 4 living here. I work evenings/nights. You'd imagine that 1,000 megabyte a second internet would be able to handle THREE people using it right? Well with grande, you're DEAD WRONG. With working evenings and nights, during the day would be when I get to play video games while the two others work from home but grande is such a nightmare that in spite of the massive amount we pay, I can't play multiplayer for any game half the time. I try to play call of duty and I'm rubber banding so hard I'm gonna get slingshotted back into the fricking(y'all know what I wanted to put here) Stone Age. There's absolutely ZERO excuse for the internet being this god awful, rarely ever find a window where both of those working can wait a minute for a reset and even if the internet gets bette for that day, it's still back to being crap the very next day. Shouldn't have to reset the internet every. Single. day. To get service. read more

Astound | Lewisville - Here's what we pay for this horrifically, abysmally inconsistent internet. - Internet Service Providers Near Me - Lewisville, Texas

Waited all day yesterday for a quick TV remote programming. No one showed. Called and rescheduled for today, 8-10AM, no one showed or called. I called Grande and they coerced me into programming it myself with tech support. Thirty minutes later we gave up. A technician finally showed up and it took about 5 seconds for him to do it. After two days of stress and frustration, a few seconds of customer care was all that was needed. I think Grande purposely ignored my 2 appointments, thinking I would do it myself. Horrible service. read more

If I can give this company ---50 starsI would ! They raise my April bill without notice and I am not on promotion or any special package , normally pay &86 for my internet , they raised it to $101 .my husband called several times they said they will fix it and not to pay the bills yet now it's May still no any action from them ! On tops of that they raised my bill for May to $116 I am so angry how careless Grande is ! They are only care to take my money but willing to fix NOTHiNG ! If my apartment not force is to use Grande trust me I Willis cancel the article in a heartbeat! You better thing twice if you want to give this horrible company your business ! read more

For a while Grande worked great then after a while it frequently though out the day stops working. We called Grande to come fix it three times, the third time they charged us seventy-five dollars to no avail. Technicians that came out did not identify or fix the problem. We tired replacing the modem and that didn't help. The connection is still constantly intermittent. Grande wants to charge us another seventy-five dollars to come out and troubleshoot. We do not recommend this service. read more

Best internet ( 1 year) I've had in Dallas, fast, cheap and reliable! I've had a few others this by far is the best! I'll put in my review for cable as it's not a great review! Well I can't put in a separate review for the cable but I'd gave the Box a -1 star.... upgrade your SLOW BOXES! Had it less than a week and got tired and cancels and returned the box RGomez read more

These people are criminals. Unfortunately they have a monopoly on the apartment complex that I live in. I am paying $100 a month for internet that is suppose to be $62 a month. What the hell is this monthly "One-Time Charges" that you have added to my bill the past few months. Can I file a complaint with the FCC? Who regulates this industry? I literally hate this company and will not renew my lease with this apartment complex because of it. read more

Grande Communications why not let your customers know you were down for 3+ hours today? Whether it was FB, Twitter or your website, you never let anyone know you were down. Everybody who inquired, you tried to shuffle them off to a Private Message so the public couldn't see the rest of the communication. Then once people were "offline" you asked them to "ty again later". read more

worst company i have ever had to deal with. They told me I would be hacked. I was on the phone on HOLD for over 2 hours multiple times. They over charged, multiple times. read more

This company is HORRIBLE! The only way they can get customers is to force them into an account with their apartment complex. They send bills to collections with no notifications and then when questioned about it, they go in circles because they falsely charge. Do not walk, but RUN from any complex that makes you do business with them. Yes their service was decent and pricing was okay compared to others, but the fact I'm being notified almost a year later for false charges is outrageous. Make sure you save your statements and receipts, you'll need them to dispute false collection debts okay the future. read more

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. read more

Astound | Lewisville - Internet Service Providers Near Me - Lewisville, Texas

Gave it a 2 stars because since I've had the service for a year I haven't had much trouble while the service is running, but sadly this is the only company available in my complex so we're stuck with it but trust me it wouldn't be my first choice if I had a choice. I had a couple of service issues in the past but now I'm getting charged for an extra service I never got from them, I tried having them refund me the $30 (really, they couldn't even refund $30) but customer service just gave me all the reasons not to refund me instead, once again, for an extra service they never gave me due to some tech issues on their side. Crazy that a company with a bad reputation already wouldn't just refund $30 for a service they never provided to keep a client happy, but hey there's a reason why they have the bad rep. As soon as I get a chance to change I'm definitely changing, but here's this as a heads up of the kind you service you may get as a client. read more

*** I Do Not Recommend this ISP**am starting to review the service I have with this provider. Since everyday I am being service. I will review that service every day. Today is 8/14/2022. 3:20pm. Internet dropped again. Not the first time this past week or second, third, fourth, fifth, or 6th time. It's been like this everyday for months. The internet lose connection several time a day. I use to have their old cable modem Wi-Fi/router. Which I thought was doodle because of constant disconnection. So I went out to get a $150 modem. I got a $200 Wi-Fi router. It doesn't matter using Ethernet or Wi-Fi. Same issue. am giving it 1 star. read more

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 Rep said "we don't compete on price" and refused to be market competitive. When I told them I would leave and move to another service, the response was "we understand, when do you want to end service?" IF you choose Grande, expect your bill to start exploding every couple of months. I'm leaving Grande. read more

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. read more

Friendly customer service and the only internet service provider that can bring 1 gig to homes in North Texas. I'll take it :) read more

Astound | Lewisville - Internet Service Providers Near Me - Lewisville, Texas

Internet service is always lagging. I've upgraded modems and it still lags. Wish i could use another provider but can't use another service at my apartment complex. read more

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 YELP 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 read more

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. read more

I am moving and looked at today's outage reports - map shows entire state of TX has OUTAGE! https://downdetector.com/status/grande/map Grande outage map Recent reports mostly originate from: Houston, Dallas, San Antonio, Austin, Corpus Christi, Odessa, Midland, Woodway, Waco, and Fort Worth. © OpenStreetMap contributors read more

The internet is superb, but their On Demand for TBS, TNT, TCM, and NBC really, really sucks! The sound interruptions are horrible. Netflix has worked OK, so far. Clean it up, please. read more