I have been with Grande for approximately 5 years. There were a few bumps in the road about billing, but for the most part they were fair and consistent, not like so many of the other cable companies. I rarely had any issues; the cable didn't go out during storms for instance. It was really the best service and the best cable company I've ever done business with. Unfortunately I am moving out of town so I have to cancel my service. If I ever move back to the area, you better believe that they will be my cable carrier again!! Thank you Grande! read more

Service has become poor as of late; slow speeds (upload as slow as 0.23 Mbps), signal dropping, modem reboots. It will recover to operable but lower than advertised speeds, then degrade again. Customer service is shockingly bad--rude, unhelpful agents, often they've just hung up on me or put me on hold and leave the conversation. No exaggeration. Another company has recently installed fiber on my street and their service hopefully goes live soon. Really do regret my decision to try Astound. read more

This has to be the most unreliable Internet service available. Our WiFi goes out at least once a month and customer service is almost non existent. The very rude and snarky person I was talking to just hung up on me. I don't know how they're still in business. THEY SUCK!!! read more

Do not use Astound it is the worst Internet provider, and that is a pretty high bar. Apart from the failures of service and having to listen to a lengthy sales pitch before talking to support, their business practices are deceptive and predatory. After a year they raised my rate from about $75/ month to $118. I called and said I would drop them if the didn't go back the original rate. The Rep promised they would lower it back the original rate for a whole year. I checked the account 2 months in a row and they stayed at the original rate. I didn't check again as I assumed they would keep their word, my mistake. I checked back three months later and found they had raised the rate $10/ month 2 months in a row, then $15, the third month. I called to complain and they said there was nothing they could do about it so I cancelled the account and they wanted to charge me for the month ahead as it was the first day of the billing period. I declined to pay and they put the charge into collection. Needless to say a minus 5 stars would be the best I could give these criminals, but since I have to leave a star they get only one. Do not use these morons, their business practices are abhorrent and customer service is the worst, and I'm being generous. read more

Customer service is non existent. My internet has been down for over 36 hours now and I cannot get into contact with a human representative. The AI voice that answers the phone is very unhelpful, and hangs up on you. Very frustrating to pay for a service and not receive help when things aren't working properly. I will be canceling and spending my money somewhere else. read more

We have had Grande for 3 years and they have raised our rate from $89 to $114 in that time. Also over that time, our internet has gone out daily for roughly 3 minutes at 11:27am. We never switched because they make it such a hassle. I was genuinely *relieved* when I realized they don't service my new home's location. When I cancelled, I asked for receipt/any kind of physical record for confirmation of the cancellation and was met with 'No, I am sorry.' I hope they can provide better service to the customers in the future. UPDATE: After cancellation, and refusal to provide a cancellation confirmation (as stated above), I was charged for another month. Seriously - don't do business with them if you have the opportunity to do it with Spectrum. I'm receiving the same exact internet and speed for $79/month! read more

I am a student renting a small home on my brother's property. We both had Astound installed around the same time. After 2 years, my brother's monthly payment increased to $45 but mine increased to $55. The first time I called customer service I told them I had an offer from Spectrum for $40 with faster service and asked if there was any reasons I shouldn't switch. The Astound customer service rep answered, "NO." When I called a second time to explain the situation, the customer service rep tried to tell me that the auto pay discount my brother receives wasn't available when I signed up. What? He signed up BEFORE me. Customer service was awful, defensive, talking over me, and NOT hearing me at all. I cancelled my service and am happy to have gone with Spectrum. Saving $15/month and have faster service plus a free mobile plan. AVOID ASTOUND. read more

No one is on the same page. They lie about your bill and payment. currently looking for a number for headquarters.

I scored a one because it will not let me give the -5 they deserve. Multiple calls for every issue and misleading information on the pricing. They are not delivering anything close to the GIG plan I am paying (now overpaying) for. One device on in the entire home...highest speed test 106.7. Did I mention this is the GIG plan?? Calling for tech support ALWAYS ends up with days without service and promises for credit for the downtime. It never happens...but they always promise to take care of it.)_ Positive note: The customer service (except for today's chat guy - "Carlos," who was zero help and seemed like he could not care one way or another) and tech guys are amazing and seem to want to deliver, which makes it hard to stay frustrated. I cannot wait to get out of this area, so other viable internet options are available. read more

Astound | San Marcos - This is with the GIG plan - one device on WIFI, hardwired PC is powered off...not Alexa, smart thermostats.....nothing. - Internet Service Providers Near Me - San Marcos, Texas

Terrible experience with online rep when requesting billing info and why monthly bill increased by about $38.00. She was rude and not helpful. Clarissa # 55267 I called again and got a super helpful, pleasant rep who was very intelligent and considerate and willing to provide help needed. read more

There are not many options for internet in San Mo unfortunately so we got stuck with this one. Get used to your internet going out randomly for days on end. The customer service reps I've spoken to online and over the phone were either rude, or just really had no idea how to do their job, or a combination of both. read more

Astound | San Marcos - Eero app showing no internet connection. Choose this company and get used to seeing this a lot. - Internet Service Providers Near Me - San Marcos, Texas

Horrible they promote something and never sent the equipment I have been speaking to 5 agents total who refuse to let me speak to a supervisor or anyone else. They all say the are so sorry and will send the equipment to get us off the phone but it's been two months and all of them have lied to us. I have the screenshots of the conversations to prove it. I keep asking for a tracking number since they're supposedly sending it Via fed ex yet they insist they don't have one. I feel horrible I told my dad to leave spectrum for this promotion and they have not followed through. Do NOT waist your time. Annique, Oshein, Markayla, Theodore and Dwayne shame on you!! People go to y'all for help and all y'all have done is lied to my dad and tell him it's on the way. Jackie I got your response but I am unable to send you a message is there any way you can message me? This is an urgent matter to us. read more

If a rating of zero would be possible, Grande would receive it. They pride themselves by stating they are Texas based but maybe should add they provide the worst service to their Texas customers. We pay $165 a month for basic cable and Internet with 1 TiVo box. Our unreliable internet issues/outages happen about 10 days a month. A "Temporary Service Connection Issue" message is more common to see daily than the actual menu guide. We have had to make arrangements, reschedule our appointments and miss countless hours of work to meet the cable tech. Horrible, horrible, horrible! Maybe we should start sending them an invoice for missed work and add the horrendous amount of hidden extra fees ($50 monthly) that we get charged. If you are new to the Hays County area, look elsewhere for your cable/internet service. It will save you a lot of headaches. Update - 24 hours later The tech shows up and replaced the exact same cables that were just replaced on Thursday. He also zipped tied a 30ft jumper to my curtain rods (see picture) and stated the cable needs to be at the highest point of the ceiling. WTF? What does that mean? I requested to have my modem and TiVo replaced and after nearly two hours at my residence, he told me he did not have the hardware with him. The tech also left without saying anything. Really?! The issue still has not been resolved. I am still without service and the tech leaves without updating us?! I am done with this "Texas based" company. Maybe they should move their operations elsewhere... read more

Astound | San Marcos - Internet Service Providers Near Me - San Marcos, Texas

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I can no longer recommend Grande's internet service to a friend or family member. I do a lot of work from home, and in 2017 the internet into my home started to drop out in the middle of the afternoon. It would either come back after a while, or I had to finally reboot the modem and hope it comes back. Sometimes it would, sometimes it wouldn't. This went on the entire year. Already in 2018 Grande has dropped internet into my home 28 times. It either comes back when it wants, or I have to reset and cross my fingers. I've called Grande many times and techs have come out as well. The worst part, I had my issue escalated, a dispatcher called me in the evening, told me an area supervisor would contact me and then a network tech would come visit and see what's going on outside of my home. None of those things happened. I had to call again and explain everything to a new person. Many times Grande didn't follow through or make a concerted effort to fix the issue after so many chances. It is with great pleasure that I'm able to free myself of this company and never have to work with them again. read more

grande doesn't wort it. Terrible service. Service goes out a few times a week for more than 12 hrs and they still charge the full bill. The only unlimited you will receive is the company abuses. read more

If I could give less than 1 star I would. Daughter transferred service from one apartment in San Marcos to another. Just received first bill at new apartment for over $438 when prior bill was $45!!!! When called the rep her new apartment provided and asked why she did not provide information that charges would be different she simply said she was just middle man and didn't know anything and then hung up!!!!! When called Customer Service all they could say is she was moved from bulk billing to individual billing and that amount was only for this one month then normal bill would be $96.42 but couldn't explain why for one month this bill was 4 times the "normal amount". Additionally they are charging her $70 late fee for not paying her "July" bill on time by July 25th, but she didn't even turn her service on until July 21st - so how could it be late when she wouldn't have even received a bill???? lastly, their "taxes and surcharges" are more than the charge for her internet, well over $100 and charging her a surcharge for sports channels that she doesn't even have. They would not accept responsibility for anything nor are they accountable for any mistaken billing .... STAY AWAY FROM THIS COMPANY!!!!!!!!!!!!!!!! read more

We're still with Grande, but over the past few months, they've lost a star. We were charged for a service call because our cable modem connection was iffy, and the "fix" didn't seem to fix very much. Charging me to have a Grande tech show up to fix a problem with a Grande connection doesn't seem like such a very Grande deal. And I was disappointed to discover that Grande no longer includes broadcast digital cable channels with their expanded basic (analog cable) service. A call to support resulted in a heavily massaged response about how "digital channel access was never guaranteed" in our package. This diminishes the value of our cable package, and it's clearly a ploy on Grande's part to get its analog customers to upgrade to more costly digital service. The bloom is a bit off the rose with Grande, but the cost of our current package is still very competitive compared to Time Warner or Century Link -- the other two local providers. So we'll stick with them....for now. read more

Same issue as before... I got this email today...Not sure that Grandecom has any sort of spam filter in place. This Email is from GRANDECOM Customer Care and we are sending it to every GRANDECOM Accounts Owner for safety. we are having congestion's due to the anonymous registration of web mail accounts so we are shutting down some Webmail accounts and your account was among those to be deleted. We are sending you this email so that you can verify and let us know if you still want to use this account. If you are still interested please confirm your account by filling the space below. Your User name,password,date of birth and your country information would be needed to verify your account. Due to the congestion in all mail users and removal of all unused Webmail Accounts, Webmail would be shutting down all unused Accounts, You will have to confirm your E-mail by filling out your Log in Information below after clicking the reply button, or your account will be suspended within 24 hours for security reasons. *Email Username :.............. *Email Password :.............. *Date of Birth :.................. *Country or Territory: ........ After following the instructions in the sheet, your account will not be interrupted and will continue as normal. Thanks for your attention to this request. We apologize for any inconveniences. Warning!!! Account owner that refuses to update his/her account after 48 Hours of receiving this warning will lose his or her account permanently. Thanks. SITE ADMINISTRATOR. read more

Literally the worst internet provider I've ever had. My wifi shuts off every 15 mins and I had 2 god awful tech come half ass the job and left in 30 seconds. The other one didn't even show up. Do not use this internet provider read more

I have not had service connected yet and already having communication issues. I almost wish I had other options to choose from. I'm not sure what the complex was thinking when they contracted with Grande. read more

So...I never thought I'd write a positive review about a cable company, but I love Grande. I moved into my new apartment and had problems setting up the internet(previous tenants fault) and the customer service was super friendly and fast. Then when it turned out I needed new cables and Ethernet cords, I drove 5 minutes down the road and they have them to me completely free. Everyone I dealt with was polite, friendly, and helpful. It's like the complete opposite of dealing with Comcast. The internet speed is great, too. read more

Astound | San Marcos - Cable set up no problem - Internet Service Providers Near Me - San Marcos, Texas

Grande is, by far, the best big Internet provider out there. I knew William Morrow from the Austin area Internet users group in the 1990s, and jumped on board with Grande circa 1999. There are always going to be technical issues with any ISP, but grande has ALWAYS had someone IN SAN MARCOS answering the phone, not some Indian 8000 miles away without a clue, and has actually LISTENED to my problems, and resolved them quicker than anyone else ever has. The residential accounts are ridiculously cheap for what you get, and the business accounts seem rock solid, albeit not cheap. On that front, it was relatively painless to get them to run brand new fiber to my business park, just for me. Amazing service! Sadly, grande has been passed around like the town whore, and is now owned by someone else entirely--partly Google (ick)...But they do seem to still do good business; I just wish it were still up 100% Texan company. We shall hide and watch.... read more

They have always been professional and assisted my family with setting up Tivo, tv service, phone, and internet in our stone house. We had problems with the tivos connecting wirelesly in the house, but they worked at it and were able to fix the problem with a stronger modem. I love the tivo services and on demand. Flex Screen streaming tv for internet and mobile devices at no extra charge is great too when traveling. Much better than the competitior who doesn't offer as much. read more

A very handsome and knowledgeable Switch Engineering team. We know the Lord doesn't pick favorites but if he did it would be this fine team of men that make up Translations. They are the Kentucky Wildcats of telephone service. Go Grande or go home read more

We received an obviously bogus bill. I called Grande to get the contact information to forward it to their fraud department - the customer service representative [CSR] flatly denied that Grande has a security or fraud department. With all the cyber crime going on, that is outright negligence if the CSR was accurate. If not accurate and there is a fraud department, then the CSR's training is faulty. Either way, this business has personal information about me and my finances with little or no safeguards. Sorry Grande, but this is a major FAIL. read more

Internet connection has been so unreliable. Worst DO NOT EVER USE THIS provider!!!

I've used Grande communications over the years off and on and I really have no major complaints. By far the best internet connection for gaming I have EVER had ping times are consistently low and the connection is very reliable. read more

What's happened to the best customer service in Central Texas?! Ever since Grande was sold, the service has been abysmal!! Dropped coverage, internet outages, phone outages. We haven't had phone service at our place of business for four days!!! Our customers call and are sent directly to voicemail but we can't access voicemail from any phone. So our customers are leaving messages that we can't access. So unacceptable! Further when we call for tech support, the line hangs up on us. Or they simply don't answer when we've been put on hold. We've been on hold twice now for over an hour and 15 minutes each. Grande tech support has no intention of answering our call for help. Disgusting. We've been Grande customers since 2001, but no more!! read more

Quality of customer service depends on who you talk to. Basically a 50% chance of someone being helpful or not. The good thing is, if you get someone helpful, they're really great! But on the flip side, if you get someone not helpful they're usually very short and rude. Lady at the front closest to the door had a bit of an attitude. Wasn't greeted when I walked in, I guess they just don't talk to you unless you talk to them. read more

Would not recommend! Had so many problems with the internet always going down, especially in the beginning. Never got the speeds I paid for; on a good day I would get half the speed I paid for. I will say the staff is very polite and professional however, connection and speed problems continued throughout my tenure as a customer. read more

Great customer service, but they're internet connection has been so unreliable. Its gone off about 15-20 times since the beginning of the year. My wife works from home so shes had to jump on her phone hot spot which has been making our cell bill increase. I would love to switch to att and pay more but its not offered in Midland, TX (of course, because it's nowheresville) so we're stuck with Grande unfortunately. read more

I love Grande. There's really nothing else to say. 24 hour customer service, affordable, and stationed in central Texas. There's really no comparison if you're in their area. read more

This company is a sham. They will constantly raise your rates for bogus reasons but the worst thing is that they won't even tell you. I noticed and contacted them and they said the price increase was mentioned on Page 4 of your last bill. Really? Why the hell would I be looking there? To top it all off, I pay a pretty high amount for basic internet services that are mediocre at best. Look elsewhere. read more

Worst customer service. I hate the fact the my apartment complex uses grande. I had a really rude installer come out. Made me want to cancel my services. read more

We've had Grande for a few years, mainly because of pricing, but their customer service has gotten horrible!! Today I couldn't call international and ended up talking to a service rep that was a moron in my opinion. He asked me what number I was trying to call and when I told him it was a couple of different ones that we knew worked he still wanted one so he could do something, what I don't know. The man helping us had a "I don't care / arrogant attitude when I was talking to him and he then called my wife at home and asked her the very same questions, while still not being really responsive. It might have only been the tone of his voice but I still don't think anything will be done other than a 'wait and see'. These are just my opinions and thanks for letting me rant about this. read more

**Update** The terrible customer service still continues even after my account was closed and everything returned. I was charged a monthly fee even after I moved returned the cable box, closed the account, and moved away. Even after talking to a supervisor about the long waits on hold and the bad customer service after I thought I was finally done with Grande, I still had to waste over 30 mins of my time to dispute the bill I never should have received. I asked to talk to a supervisor about everything so the next person does not have to endure this experience and was told it would be the next day before they would call me. Grande has a lot to work on to improve their customer service and until they ACTUALLY listen to their customer they well not be able to maintain any current or future customers!!!!! #sothrough #teamat&t #sorrynotsorrygrande Terrible customer service!! Expect to be told one thing and the opposite thing happens! I called and talked to a supervisor about my experience and all he said was it is something they want to improve on. Just go with Time Warner if you live in the area. read more

Great company! Always there for me when I need assistance or a question answered. I chose Grande for their unbeatable prices and how easy the initial set up is. All I needed in my home was fast internet at a reasonable price and I received exactly that. Thank you Grande! read more

Do not sign up for Grande Communications! They will tell you what you want to hear but then they do not hold up to what they say. I moved here 2 years ago and my husband had setup our service on the phone from out of state. We were told that we would have a 2 year price guarantee. I called when this time was almost up and found out that our price had gone up after a year and we had been paying an extra $14.99 a month for the past year. I called several times and was told that they do not offer two year price guarantees. I even went to my local Grande payment center and I was told the same thing. I spoke to a manager and asked if we could be refunded the money that we paid out this last year and all I got from them was "I'm sorry but we can't help you." I guess we will be switching to Spectrum! read more

This company ran the service at our apartment complex. So I've been talking with Internet tech support for as long as from high school to graduating college, for all the things I know more than many other girls my age about fixing Internet with modems and Ethernet and routers and communicate what I don't know to the technicians, the tech support here is the first tech support I've seen to treat you with such entitled belittlement and sarcasm like: "Plug your Ethernet cable in." "So you were just talking about the modem, would you say plug into the modem, or plug into the wall? I'd like to understand that." "I have no idea what you are talking about. Where are you getting this. Plug the Ethernet in." Like sonny boy I get you're frustrated you're asking me to make the same mistakes you told me to make earlier with plugging the Ethernet cable into the wall after you made "one technical adjustment" and told me to adapt a million repeated maneuvers like plugging and replugging into the same outlet to justify your "one technical adjustment," but is it that necessary to show how incompetent and rude and inhumane you and your staff are so I can leave you an even more generous review? Generous as in everyone else will know how shitty the way your customer service is and give you less business you spend time doing a poor job at. By the way, what people said in all other Grande Communications reviews anywhere is absolutely correct. If the Grande Communications modem was a game console I might as well be playing Tetris v 1.0. read more

Grande also has several contracts with apartment buildings in Dallas as well, including the one I live in. They don't have real cable here, they just repackage Dish Network programming and then charge a premium for it. Their service is terrible. It constantly goes out. When you call for an appointment they will schedule one with an 11 hour window of time. In other words, I have to sit at home from 8am - 7pm waiting for them to show. Oh, and then half of the time they stand you up and you have to reschedule again. Their tech support on their dsl is worthless and their customer service people are rude and just plain suck. I am personally lobbying our building ownership to break their contract with Grande since Grande doesn't live up to their end of the bargain. If I can find a way to get other service providers in here I'll never put another dime in Grande's pockets again. read more