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Grande Communications
500 Tittle Dr Suite 400, Lewisville, TX 75056, United States
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Grande Communications

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Ve
Review №1

My 5 star review is based solely on my installation technician Alex tech # 24986. I was given a four hour window, Alex contacted me this morning to confirm my scheduled appointment, then touched base with me when he was heading my direction once again confirming there was no scheduling conflict. Alex was extremely professional, courteous, knowledgable, thorough, and friendly. Effortless customer service is rare, Grande employees like Alex are an asset to any company. I highly recommend requesting tech# 24986 for all of your installations!

Ra
Review №2

So far so good. Grande provides great internet speeds and they care about the quality of service to their customers. Internet went out shortly after the first install but they resolved it quickly and efficiently!

Lu
Review №3

This provider does not deliver the speeds that we are paying for. I have the best router they offer, and the best speed they offer, but I’m only getting 10-20% of the download speed and 40-50% of upload speed over wifi. Over Ethernet I’m getting 60-90% of the speed for download and 90-100% for upload. To me these numbers are not acceptable, especially with Wifi. I know there is a lot variables, but I’ve tested ATT, Verizon and Comcast and they deliver near 100% of the promised speeds on Ethernet, and 50-80% of the speeds over Wifi with their own equipment and routers. I cannot recommend this provider, and I’ll be looking to switch given the opportunity.

Ar
Review №4

Customer service is great. But the actual wifi is trash. They need to hire better technicians. These technicians are creating more and more issues for themselves. If I could switch my service I would. What a nightmare. We will be without wifi for a week now and that’s if they can fix the problem they were just here to fix. We’ve only been with them for a couple of weeks.

Ey
Review №5

Whatever you do, do not make use of this carrier. When I created an account with them, I asked if I could use an Ethernet chord for faster internet, they said yes. When the technician came to install my modem, he said he couldn’t fix it. I let that go. A month later, my internet is down, I called them to assist me in fixing the issue, the agent said my information doesn’t exist on her end but she’ll schedule a time for a technician. Before I ended the call, I asked her if there will be any fees, she said $79(even though the issue was from them). I told her I’m not paying for it cause this wasn’t my fault, she said regardless of whose fault it is, I would still need to pay $79. The only reason I’m using this ridiculous carrier is because my apartment requires I do. Do better.

Sa
Review №6

I have had Grande for 16 years and the quality of cable tv has gone down hill quite significantly. The screen freezes several times a day saying the no internet is available which is ridiculous. Very frustrating. Pricing is too high for the what we are getting. Those are just a few things. They offer Prime Video, which we are paying for, and it doesnt work. Have to negotiate a rate every year. Very unhappy!

Ry
Review №7

Made an appointment scheduled between the hours of 1-5 due to internet speed issues. Tech never showed up nor called to let me know what was going on. I called to ensure that they were still coming. I was assured the tech was only running late, but was still on route.I received a phone call after 6, which was after the scheduled appointment, by an automated system asking me to confirm by appointment which should have ended an hour earlier. I missed that phone call, that I had waited the ENTIRE day for, which prompted them to immediately cancel my appointment. I called them back 20-30 minutes after missing the confirmation phone call to confirm, they told me it was too late and that they would need to waste another day of mine to schedule another tech visit. I was also told a supervisor would call me back within 15-30 minutes. Guess what? They didnt. I had to call them back an hour and a half later and demanded to speak with a manager who wasnt of any help.They think offering you a $20 comp is good enough for wasting your entire day waiting for someone who doesnt even want to call you to let you know that theyre running late. Also, why is this automated system calling way after my scheduled appointment to confirm my appointment? Then that missed call is made into an excuse to cancel my appointment.This is the second time within a month Ive had to deal with this. This company needs to trash their worthless automated system because all its going to do is waste everyones time when the customer has to call back to reschedule for another day. Because if you miss that one call, you will not be getting a tech out that day no matter what. You cannot call the tech directly to let them know you missed their call and youre available.All I need is for a tech to ring my doorbell but apparently thats too difficult of a task for this company. I advise to look for service elsewhere if you can.~15 year customer by the way. Hopefully not too much longer.

De
Review №8

Overall I have enjoyed this service. I am giving it one star because this is the 2nd time this week of a claim to be outage in my area and I’m left without internet all day. I work from home and my child goes to school virtually. I pay my bill on time each month. There is no excuse to be without service for extended period of times frequently like this. I understand every once in a while but 2 OUTAGES IN 1 WEEK that last 10 to 16 hours NOT ACCEPTABLE AS SOON I HAVE A CHANCE TO SWITCH I WILL…

Ka
Review №9

Horrible.Charged me $700 for not returning a $50 equipment….Charging me for a speaker that I never asked for….

Mo
Review №10

If I could give a negative 10,000 stars for the service I’ve received through Grande (specifically Ivan at the Dallas location), I would. Grande would occasionally “sneak-in” increases without letting their customers know. It has happened to me multiple times, and every time I had to call in for an explanation and get it adjusted. Today I called in for a justification with an increase on my account which they initially said it was an increase in the rate due to “cost of goods”. After they confirmed no notice was sent out to announce the increase they came back and said my account was upgraded from 200Mgbs 300. I told them I didn’t call in to request that. They told me someone in my household did and they did verify that person’s identity. I told them I’m 110% sure no one in my house called in to do that and requested evidence (the digital recording of the verbal agreement). They said they can’t provide that to me (bc I know this doesn’t exist!). Ivan refused to credit back my account and refused to transfer me to a manager. I told him I’m extremely concerned as this has evolved into an identity theft case but he didn’t take me seriously and refused to take further actions. I’m furious with the way I was treated for being such a loyal customer for many, many years.Grande is now on my “dead list”. Apparently, they do not take identity theft seriously, so please protect yourself and stay away from Grande!!!

Bo
Review №11

I woke up Wednesday of last week and had a notification that my internet had been down since 4:15 am. I work from home so I called Grande whom confirmed we were in an outage but there was no time frame for repairs. I thought this was strange since my previous internet carrier always gave a projected Repair time but I just accepted it. I called again several hours later and was told the same. Long story short my internet was out until almost 6pm this day. I was unable to work this day and unfortunately will not get paid unless I use a pto day. I accepted that. However, less that a week later, here I am another full day with no internet and not projected repair time. This is unacceptable. I spoke to a supervisor whom only told me she has spectrum and they never give her a projected repair. No apology, just excuses! Then I ask for a credit for both days and was told I have to wait u til it is back up so they can calculate the correct hours. This is the pettiest mess I have ever heard! My internet has not worked since I got out of bed at 7am and still does not work at 6pm. Instead of being petty and making me waste more time calling for a credit and dealing with Grande’s failure, they should just credit the day. I do not have a choice of whom I can have for internet but if I did, it would NOT be grande communications!!!!!

ha
Review №12

Before moving, i had never heard of Grande Communications, when I lived with my parents we always used Spectrum. However, I recently had to move and the leasing office where I was moving recommended Grande so decided to take their word for it and boy do I regret that. I pay $70 a month for terrible wifi that goes in and out and is slow most of the time, and $70 a month is a lot to cough up for a college student. Also, when talking to customer service (theyre always great btw) they informed me that if there was something wrong internally with my wifi router, that i would have to pay $80 for it!! is that a joke? im not paying $80 for something I didnt break and im not paying $70 for slow spotty wifi. I wish Grande had never been recommended to me.

Am
Review №13

Update:Do not use Grande Communications.3 times this week a tech has claimed that they have come to our apartment and completed service, but we have been without internet for 5 days. The techs lie. We either need to be reimbursed for a week of internet and taking time off work or we will be canceling our service.----------------Grandes customer service department is wonderful. Every person Ive spoken with has gone above and beyond and are always kind. My only frustration with this company is the internet that goes out for a random 24 hours then randomly turn back on. Not sure if its just my location, but the last couple of months have been bad.

Ti
Review №14

If ZERO stars was an option that would be my choice. Always some excuse why their internet is not performing at the speed that they bill me for monthly. Its too bad they dont have a fluctuating plan like their speed, Paying for 940mbps yet getting 38.549mbps. Total con artist.

Da
Review №15

Had an issue with internet speed. Customer service says that a tech would come to replace our router for no fee. Tech arrived and said there was no problems with the router and then we get changed for the visit.Updated as of 6/8, Jackie with Grande responded to my complaint and was able to remove the charge for which I am grateful. It was the principal of the matter. Customer service issue corrected. Thanks Jackie!

Sa
Review №16

If you are not living at an apartment complex that requires you to use this company, I highly recommend YOU DO NOT USE THEM!!! Where we were moving to required we use this company, so we had to sadly leave Spectrum and set up an account with Grande. I set up a date for Saturday, July 31st two weeks out. We chose a cable and internet package. I was told the deposit was $50. I paid the deposit, set up our date and preferred window of time and was told I needed to do nothing else. We would receive a call 15 minutes prior to the arrival on the day of our installation. Our window was 8am-12.The day of, 11:50am, no one had called or emailed. I call the company to be informed that it was cancelled because the payment didnt go through. I had not received a call or email about a cancelation or payment not received. The customer service representative could see that my payment was received and informed me that the person who set up the account should have charged $100 not $50 for the deposit. The system considered me unpaid and canceled my set up date. Again, no phone call or email alerting me of this was provided.Despite the frustrating situation, the service representative I talked to on Saturday was respectful, kind and helpful. I chose to do a soft credit check with them because if it clears your deposit is waived. I was cleared and informed the extra $50 owed was waived. There was no way to expedite setup, so I had to pick a date a week out. This is frustrating because my specific job and my week ahead requires me to complete work at home, which I now cannot complete.I call on Monday around 10:30am, after receiving no follow up phone call from the company and speak to another customer service representative. She was also kind and respectful. However, I am informed again that despite the companys error my date will still be a week out. I request to provide respectful constructive feedback. I am thankful the representative cared enough to connect me to a supervisor.However, the supervisor and the management of Grande could clearly care less about their customers. I received the obligatory I understand that is frustrating but that is our policy... response. What was most outrageous about my talk with the supervisor was not just that my date could not be moved up, but she informed me for my setup to be complete on the new date I still owed $50. I explained I did the soft credit check, it cleared and I was informed it was waived. Apparently that cant be done and if I didnt pay the extra $50 by 3pm on the day of the new set up date we wouldnt have a set up again. I pointed out that this second error of the company would have left me kicked out of the system again and AGAIN NOT INFORMED and again WAITING ANOTHER WEEK! The only reason I knew now was because I insisted on speaking to a supervisor.I explained how people budget specifically when moving and asked if the $50 owed could be added to the first bill. The answer was no, a hard no. I was shocked. The company should waive this for the misinformation TWICE and poor communication. Not only would they not waive the fee but they couldnt work with me and add it to the first bill. They have a strict deposit policy . Also, I asked if they send emails to alert when set up is cancelled. The supervisor said no but that was a great idea. A great idea?! Sure, a great idea implemented by companies about 20 years ago! The supervisor said the representative who set up my call on July 17th was wrong and should have been informed and then called me to inform of cancelation, but no automatic email goes out.For me to receive setup on the new date I had to forego cable setup and just get internet. I was also informed that I could not be placed on their waitlist to be moved up sooner because it was full and everyone on it was higher priority than me....higher priority than the person that had a date and was screwed over by the company.They said they would coach the representative who waived the $50. Its management who needs coaching! Bad management!!!

sy
Review №17

Ive used this internet provider for 2 years (only reason I canceled was because of moving) I had a pretty basic plan and prices were comparable to other places and I never experienced any problems. When I called to turn off my service I spoke with Jason and he was incredibly helpful and friendly, moving is stressful and it makes it a lot easier when people like that are so kind.

Ro
Review №18

Played for a long time didnt win big but I love the play

Mi
Review №19

This was a quick on and a quick out. I didnt even know it was there its so tucked away but the staff was friendly the location was clean it was great!

Vi
Review №20

My internet service is mostly up and running at the speeds I pay for so I cant be too pressed about that. However, customer service here is very unorganized.I had to go pick up a modem and they told me I had to go to the office to get it. Its a 20-30 min drive for me and they arent open on weekends so I had to make my pickup work somehow with my work schedule. We take the modem home and I have to self-install. No big deal. I call customer service and the wait is long, then Im told that they never even scanned out my modem to me. They then assign me a tech to do the install and bring me an additional part (although I find out later that I had the part all along, my mistake there). He shows up at a later date with the part but says he was not authorized to install it for me, even though customer service said he was going to so the entire set up & activation for me. His supervisor couldnt approve him to hook it up for me and activate it, so he told me how to do it. I finally have to call customer service again to activate it by providing the MAC address and serial number of my modem. Everything goes well and she puts me on hold to get it going. I see my internet connect and its going fine. I test the speed while on hold and everything looks good... then I realize Ive been on hold for 30 minutes or so and the internet shuts off. The lady says there was a problem and they have to send a tech to activate the modem. I didnt understand why-- because it was just working, plus, they couldnt let the previous tech do it for me. 2 days with no internet later, I finally get a tech who completes everything for me and my connection is finally up and running after that entire mess of communication between customer service. They need a better way to do things over there.

Ca
Review №21

I broke my internet box and I spoke to Veronica on the phone she helped me with reducing my monthly payments, and how I can reduce them each year. Not only that she gave a discount for being a loyal member so thank you very much Veronica!!wonderful service!

tr
Review №22

Really rude lady on the phone, dont remember her name but yeah. I tried calling 4 days before I had to move out to figure out anything they needed me to do or what type of process it will all be or if I pay them off over the phone or online or what I needed to do because I have never disconnected from an internet company before. Every day that I called on my lunch break because I work during the hours that they are operating. Every day that I called I would be hit with a 45-minute wait time on the phone. Seeing as how my lunch is half an hour I would wait and wait and wait and I just for days could not get a hold of anyone that worked there. I finally was able to leave a message and someone called me back about 2 days after I moved out of my apartment already. She was rude on the phone and didnt understand that I dont have keys to that place because I dont live there anymore and that I did not know I would have to give them their equipment back. Since they came and installed it I assumed that they would come and get it. Anywho the negative review is only because of their customer service as far as the phones are concerned. I never once had spotty internet, I never once had an outage, and my internet was always fast and reliable I dont know. Its what you expect when you pay $70 a month for internet but whatever.

Br
Review №23

Well I don’t know what to say. I was forced into signing with this company due to my apartment complex (which I already found pretty strange anyways). All I really have to say is that this company doesn’t compare to AT&T, Spectrum or any other company that I’ve ever used. It’s really hard to give props to an internet provider when I can’t watch a simple show on tv without the wifi cutting out and my screen is just buffering. The speed on my phone works better than the wifi. So I ended up getting Ethernet cords thinking it would help but man was I wrong. I think it made it worse if I’m being honest… If I use my phone to watch Hulu or something, I can see the wifi icon go down to two bars. Happens even when it’s the only device connected to wifi. I have called customer service to voice my frustration and that was just so much help!!! Waited 30 mins to get to someone only for the person to say that my speeds are fine and then reset my internet. No offense but don’t y’all think I did that type of reset already before I called?? I did everything in the book to try and make my internet better before calling. But of course I got the “Well you already have the best router available and your speeds are showing they are up to what you’re paying for.” I am counting down the days until my lease is up to get the hell away from this company. Also the ONLY reason I won’t be living at this great apartment complex anymore is due to how awful this wifi is. I definitely see how this company is still in business. Suckers apt complexes into contracts and then everyone who signs there gets screwed over. I also work from home so internet cutting out during my job loses me money so that just adds on to the frustration. I pay for this mid tier internet and refuse to upgrade to the high tier because I already know that if I can’t watch a video on my phone without it buffering constantly then something is definitely wrong with the provider, not the plan I pay for. The worst part of it all is that it takes more than a lot for someone like me to post this type of review. January 16th cant come fast enough so I can get away from “Grande Communications.” Also I’ll be surprised if this review gets posted because the wifi is at 2 bars right now :)If someone wants to “try” and help me out then you can look up my contact info in your system. I will not be reaching out to anyone as my time was wasted the first time. Cortana East apartments.

Mi
Review №24

I live in Lantana, TX. Have had Grande for four years and think there service is excellent. I need high speed service for my business and there service delivers. Very few moments of dead space, just minutes per week. Yes they raise there rates, but they all do. Not worth switching. I get my advertised speed or better 99% of the time.

Ru
Review №25

Terrible internet service and doesn’t give you the chance to change to another service provider. To call for a technician half the times they said they would send one but they never showed up. I was a premium internet member, and even then their service was terrible, way slower than the regular members.

Mo
Review №26

Tired of rebooting my system, when I call to ask for help first thing they ask check your cable..geez I’m laughing I do that before I call, sad you pay a good price for Grande services they provide very poor service. An ongoing problem☹️

Re
Review №27

Need help at 10AM on a Wednesday? no problem just wait an hour on the support line... screw this place terrible service RUN

Ne
Review №28

They shut themselves down for days at a time to provide cover for Biden.

Ba
Review №29

Long time customer. Cant seem to get anyone on the phone for a billing discrepancy. Wait times are ONE HOUR PLUS to speak with a representative.

K
Review №30

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 you and can’t back it up. Do not walk, but RUN from any complex that makes you do business with them. Yes, i will say 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 in the future.

To
Review №31

This is the worst company. I’ve never experienced these issues with Spectrum ever! I hate that Little Elm only service 1 company. This is so unfair and everyone should complain. Why haven’t internet or cable been expanded? Every night something doesn’t work, either internet or cable. Reboot, call them and complain and I have a notice stating that the bill is $300+ this is horrible, insane, and a ripoff!

Ju
Review №32

Worst Internet company i have ever dealt with. I always had dropped internet, never was able to get my max speed even with their equipment that was supposed to rated for that speed. If you are stuck in neighborhood like me that is stuck with them, just get the mid tier item nothing higher is worth the money or headache. I have had them for about 3 years now and they been out to place to work on my equipment at least 3 to 4 times a year just fix something. Money is wasted on this company

Da
Review №33

Sitting here at hour 5 of an outage and when I ask customer service of they have any information, all they can provide is there is an outage in your area, no ETA for a fix.In a time like now, where a lot of people are working from home, this outage is costing myself and others real money. Instead of posting updates on Twitter or their website, theyre posting ads for streaming video. If they implement an outage map, or become more transparent about their issues, Ill raise my rating. As it is, Ill now have to spend time away from my family this weekend making up for lost work time.

Yo
Review №34

So my apartment complex only allows this company as my provider and in the beginning I was nervous because I hadn’t heard of them. When the tech come out to install not only was he knowledgeable and set up my service quickly but he was such a sweet heart. I have never had problems with my internet and they price is sooo good! I have many devices and what I think is the biggest plus is their website. I have never had a problem with their online portal. Making my monthly payments is very easy. Definitely recommend.

su
Review №35

Grande communications has been working well for me since last 9 months or so. Better service connection, even during artic blast in texas grande whenever power was backup did really well. overall happy hope the same service level continue on regular basis...

El
Review №36

Poor customer service... Bill went up by $45 a month (promotion ran out, shame on me for not being more aware) and decided to cancel service. Called to cancel - waited 45 minutes for a person to tell me that Per Grande policy, we cannot cancel service until we receive the equipment back. No other company does that. cancel the service, Ill return the equipment to the closest office in Lewisville (talk about out of the way...) when i get out that way. Almost pay more in taxes surcharges, and fees (on my bill $86)than you do for the actual service.

Al
Review №37

Just moved to Lantana. I decided to go with the 1gbps plan. The first screen shot is using the 5ghz wifi and the second is using the 2.4ghz. Unfortunately I dont have options, Ive been a spectrum customer for years and I was getting the same wifi speed as contracted, 100%. Here with Grande I am getting 20 Mbps out of 1000. I dont understand that over Wi-Fi I am not going to get the same speed but 2% it is outrageous. I hope other providers start coming to my area so I can move away from Grande. Very unhappy, and if you have options, please find another provider. BTW, I had to use my 4G on my cell to be able to write this review, because the wifi wasnt connecting.

Ch
Review №38

I have fast reliable speeds. Great customer service experience every time. I cant complain

S
Review №39

I was a bit weary because I had never heard of Grande but I signed up since I had no other choice of options. Tech came, installed everything quickly, and Its been chilled ever since. I guess ill have to see whats up down the road with them but so far everything has been ok except the speeds are a little suspect at times.Update:I called to upgrade my TV package, and the customer service insisted that I stream channels instead of upgrade. I could tell she was lazy and didnt wanna help me just from the exhales she took while talking to me. She then told me service would be upgraded in 2 minutes after I finally chose a Pak. I was then i was put on hold for 30 minutes so I just hung up. I was actually giving this company positive feedback until that happened. That was really schitty customer service. She was attempting to let me stay on hold until the business closed for the day so all shed have to do is hang up

LA
Review №40

If i could have give zero stars, I would have.Changed service the beginning of August when I dropped the cable part. The customer service person promised me one thing with the agreement of a supervisor. She never noted the price of 35.99 for internet with the one year free for the modem box. So now my bill is jacked up. I called to day and got some rude, arrogant, hateful person on the phone that wanted to interrupt when I was speaking but didnt want me to do it to him. I wanted to speak to a supervisor, the one person I was speaking to want me to hang up and call back( to sit on hold during a pandemic) and wait to speak to someone else. WHAT HAPPENED TO CUSTOMER SERVICE? If I ran my business like that my boss would fire me. What happened to doing what you say your goingto do.

BO
Review №41

Terrible wifi, terrible wait, and Im shocked my wifi didnt crash while writing this review. It has dropped multiple meeting calls, classes on zoom, and even a couple times while taking a quiz/test. Avoid Grande if you can.

He
Review №42

Horrible customer service. Wait times are regularly over 20 minutes to speak to someone on the phone and 10 minutes to chat with an online agent or ai bot. Once you speak to a rep, theyre extremely rude and unpleasant to speak with. The product quality for wifi is terrible and they charge you a new customer intro rate for 12 months and then jack the price up.

Mi
Review №43

Very bad customer service, supervisor shutdown the call without respecting the customer . not recommended to anyone very very bad customer service

Bo
Review №44

This is a wonderful company for your entertainment and internet needs.

A
Review №45

I would avoid this company. Im paying $66+ monthly. Have been a long time customer with them and with COVID and loss of job, I asked if I would be able to get promotions they are running for their new customers. I spoke with Gary (ID5266) who apparently is with customer service and retention and who wouldnt even budge to help reduce the monthly charges for me. So when I said I would hate to cancel and have to come back just to get the deal as a new customer, his comment was I would have to wait 3 months. No sympathy whatsoever. Nice way of punishing customers who have been loyal to you from the beginning. Im going to shop around and would advise others to do as well! Additionally, their internet is not up to par for the amount of money I spend. I had Verizon Fios yrs ago which I absolutely loved but sadly was not able to have it due to my move as they do not service my new location.

AJ
Review №46

Tried getting service through them but it ended up being a waste of time. Set an appointment for installment on Wednesday. Called off work just for them to not show up. They called saying for the inconvenience they would try to push it to Thursday, however I received an email saying service is for Friday. And the over the phone customer rep kept saying “sorry we don’t see you for Thursday so it’ll have to be Friday”. Seriously????? Why should I have to pay the price because YOU never showed up. I can already tell that the customer service here won’t be good. Probably just gonna go ahead and cancel service before it’s too late...

An
Review №47

TERRIBLE SERVICE PROVIDER! They charge so much— total scammers

m
Review №48

Terrible service and I’ve been payed 80 a month on average when it was supposed to be 40 because every other month they add in additional charges and just call them one time charges. I’ve been had to pay “one time charges” 4 different times when they did nothing to charge me for and they cost $50-100 each time on top of the original bill.

su
Review №49

I can never get anything done by phone but this last time they sent someone right out

As
Review №50

They don’t care for their customersI have a business and have being with grande for 5 years and out of internet for 10 daysThank god we have Verizon jet pack on the rescue to continue to have business operatingWhat a shame for a Grande to serve my community with poor service and still wanting to get paid top dollar

Br
Review №51

DO NOT USE GRANDE COMMUNICATIONS. They are out to screw YOU in this new decade!!!!I have been with Grande Communications for well over 10 years. Every year, they will jack up their price at least $25 per month for Cable TV and Internet. Every year, I call and negotiate with them to reduce their price. This year, I did the same thing when I saw their annual price increase of over $30 per month. I was able to get the price increase down to $10 per month, and I was assured that amount will be the same for 2020. This call took place about 2 months ago. Few days ago, my bill went back up to the original increase of over $30 per month. I called Grande Communications and I was told they can increase their price anytime they want. I then brought up my conversation with another Grande Communication representative about 2 months ago and the assurance that my bill would stay the same for 2020 considering there is an agreement between 2 parties at that time. This Grande Communication representative told me there is nothing they can do since they can increase their price anytime they want.If I can give NO STAR OR NEGATIVE STARS on Grande Communication, I would.

Jo
Review №52

The internet service for this company is constantly down. They blame your local equipment, and have no ability to be contacted. The chat function brings up “call us during business hours” and no one answers the phone. This is hands down the worst internet service I have ever experienced.

Br
Review №53

I’ve never used an internet service provider that’s had this many issues. I play video games and I can barely even stay online for 15 minutes before it completely cuts out and even when it does manage to not cut out I’m lagging and disconnecting from everything. Horrible, if I could give you 0 stars I would. 0/5. Do not waste your money. I do not want your companies “help” I will be switching to another service provider and I’ll make sure to spread the word of the sub par service you guys offer.

Se
Review №54

Even though my initial installation included a bad modem and splitter, Grande was able to make an appointment for the next day.The new technician replaced the modem/router and splitter and cleaned everything up. Service working well now.

Ke
Review №55

My “TiVo” is a nightmare! For the umpteenth time we are doing a factory reset. Just wanted to relax and watch a little bit of my recorded shows and it’s been a spinning circle for 15 min SO FAR!!!!! Argh I hate this company BUT WE HAVE NO CHOICE IN ROBSON RANCH!!! Not even one star is what they deserve but at least it’s expensive!!

Mi
Review №56

Tech who installed equipment was rude, cussed incessantey. He left the utility box open and wouldnt wear his mask. The router was defective, and when another tech had to come to repair the tivo Grande refused to send him out with another router, telling me instead to exchange it at their office. Of course it is closed on weekends, so I will need to take time off of work to handle something they should have and could have handled already. It may be time for a firestick and satelite internet. Grande sucks rectum.

Pr
Review №57

If you call it goes to a robot which only resets modem. Paying for 300 mbps but internet is always slow. Terrible service. Been a customer for 7 yrs now.I am editing the post. After spending an entire day talking to grande and they crediting 3.5 dollars to my account the issue still persists. I was told yesterday that there is an area wide issue and should be resolved yesterday. Today it’s the same issue. When you call customer service it goes through the robot which starts your modem. It’s hard to even reach a tech.

mo
Review №58

Honestly was stuck w this internet provider. i had at&t before which was great!! but after moving unfortunately they couldn’t switch over into my new place. my new place only offered grande and that’s it. its a bit of a bummer now that im 5 months into my lease w this internet and my experience w it hasnt been great :/ i pay the same price as i did before w at&t and was offered way more w them. i wouldve stayed w them if i could. the lady i talked to before i knew what i now know was so freaking nice and cool i just wish that reflected onto the service.

En
Review №59

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?

Ro
Review №60

Never even let me know they were charging me month after month for a modem I wasnt using or even had.

Ja
Review №61

This is the absolute worst ISP I have ever dealt with. I have never seen soo many issues. Streaming is low quality over a supposed 300MB bandwidth. My Spectrum Internet at 75MB was far superior. This is a budget rate ISP with budget rate service. If this is my only option I may just go with LTE broadband. Cant believe they stay in business.

Al
Review №62

Don’t use this company. I had a supervisor speak over and continually interrupt me while I tried to explain the situation. When I asked him to please not interrupt me he sarcastically muted his line for 5 whole minutes lol. (So if you won’t act professional why should I give you professionalism) so we stayed muted for 10 minutes lol. Bottom line... My buddy Dave and his Call Reps lied about a payment agreement I was initially offered. I’m not even mad just disappointed but with a good laugh looking back...

Tr
Review №63

I have been with Grande Communications for a year. I was in the process of paying my invoice online when I noticed that my bill had increased $16. I contacted them and they advised that my promotion had expired. I wasn’t informed because I don’t receive paper bills as they only include that information on paper statements, not electronic ones. I was advised that I could purchase my own modem to decrease the monthly cost, but when I initially signed up with them, they advised that I had to use their modem. It’s very disappointing that they would not even inform me about the rate increase via electronic billing, but expect me to pay the additional $16 without questioning it. In addition, they just increased my bill in January due to their annual rate increase. In the last 4 months, I have received a $20 increase on my bill for internet services only. Wow thanks Grande!

Sa
Review №64

I have given my rating as one as there is no option to give zero. Internet quality is really really bad most of the time and it has become really worse once schools started.Grande charges even to come and troubleshoot internet issues. I have been paying hundreds of dollars for this worst quality of internet. Google reviews do not lie and I see lot of people in the same boat.I wish they go bankrupt soon and we have better option to choose from.

Sa
Review №65

Their service is bad and their prices are higher than they should be. I have to pay a lot more than I was supposed to for service because of additional charges every month and occasional service charges because their connection has issues.

Sh
Review №66

I would give zero stars if possible. Grand Communications has absolutely the worst customer service. They have tried adding additional charges to my bill for the last several months. When I have called them in regards to these charges, I have been told that it was a promotion that ended- a promotion in which I knew nothing about and that I never agreed to or signed anything on. They are pulling bait and switches and cannot give an answer when I have asked where I signed off on or agreed to such things. The Supervisor then got argumentative with me on the phone and kept talking over me. I will be cancelling my service as soon as possible. Do not sign up or use this company. Beyond disappointing.

Ri
Review №67

This isnt the first time Ive had an issue with this company. However, this one really tops it all. I do NOT recommend this company. I have tried now 3 times to have my Wifi moved to my new apartment and 3 times they have messed the order up and not once did they call me about ann issue, but I had to call them everytime they didnt give us a confirmation call that they would be here. Ridiculous.

Ka
Review №68

Not sure why Grande is censoring our content by not allowing us to receive NewsMax. All other cable companies have it and Grande, because of their political views will not carry it. That is bull. We do not need big daddy telling us what to watch and not. Take care of keeping your internet up and usable and stop censoring our content. I am finding me another provider. Bye

Sa
Review №69

They put me in autopay without my permission and now are charging me an insufficient funds fee because they tried to charge my account. Now they refuse to refund our and won’t even discuss the matter when it’s a glitch on their end. They literally just ignore you when they make a mistake on their end.

Mi
Review №70

I experience lags and interruptions in my internet service all the time, and the price increases EVERY year. I understand that costs go up, but I was literally told by a rep to expect a $15-20 increase every single year. That is absurd! If it was $2-3 or even $10 every 3-4 years, that is one thing, but 20% a year is unnecessary!!! They should adjust their pricing system to a point where they can be stabilized. I dont have time to call and deal with this every year, and of course there was nothing they did for me this year. If another provider serviced my area I would be gone in a heartbeat. Already moved my cable for the same reason! If you have other options, strongly consider them. (they are typically nice when I call, but the last lady wasnt all that kind)

Tr
Review №71

Just makes me mad when my kids are at home for school because of covid and yes I was 1500 bucks behind because I had no work so now that I’m back working and asked for 10 days to pay my bill in full the supervisor I talked to was rude and would not help me help my children stay safe at home for school online what a joke been with them for a year now and I wish I never had left the company I was at prior they would have never did me like this very unhappy and I will not be going back to grande after I leave there but all they commercials say they care about us that’s a lie couldn’t even give me ten more days to pay in full sad I wonder what there owner is going to say just lost a great customer

Ra
Review №72

Wasted 30 minutes to get a live person who said their system was “down” so I may want to call back later this evening. Then she admitted she didn’t even work for Grande. Seriously. Run away and find an alternative. Quick. They don’t care!

Ta
Review №73

We had our Installation with Grande a few days ago and the tech’s name was Adam! He was very professional and thoughtful, he made sure that we understood everything before he left! He even left us his number in case we had any questions after he left! Thanks Adam for your Excellent service!!

Hi
Review №74

Unfortunately this is the only service available for my house. They increase prices annually and service is subpar.Edit. If I could give this company ZERO stars, I would. They finally make it out to my house to repair the problem, and then a $55 charge shows up on my next bill. Grande actually makes me wish I didnt buy this house at all.

Jo
Review №75

Worst Service ever and no over priced. On top of that they have no promotional deals or discounts for existing customers once your initial promotional price is over. On the contrary they jack up the price $20-$30! Never in my life have a paid $90 for Wi-Fi service only and mediocre service at that. I tried calling and online customer service and they told me I would only be eligible for promotional pricing if I upgraded my service (which by the way is an additional $20 a month). That is absolutely no help to me as Im trying to get my bill down to a reasonable price. They really are out to get your money. I would hope that at some point soon they start giving some kind of incentive to their existing customers instead of charging more and more per year.

Ma
Review №76

Just the worst.

st
Review №77

I just moved to new apartment and they only offer Grande communication and this is my first time having Grande communication as my internet service.First of all, 2 technicians (Shawn 24052) came for service on June 12 2020 and both of them didnt wear mask so i ask them if they are going to wear mask and they said NO and looked at me like im the weird person that i asked. i did not want to argue with them so i stayed out side until they finish the job about an hour and half.There has been an increase of covid-19 cases in the recent days. Pretty much every day of this week has had record breaking numbers of covid-19 cases.I felt very uncomfortable and unsafe.Second of all, technician provide password for Admin so we can change Wifi password, he wrote incorrectly, upper letter and lower letter were switched randomly. At least someone who working on this field suppose to know that is matter for password.Third, agent who set up our service didnt work professionally. New APT provide us agent name(Stephanie Clark ) to set up an appointment and she set up whatever date that was not even our move in date and hard to get in contact with her. Also she ask 2 security questions for call center (billing, tech support, customer service) and email her back with answers and she misspelled so i was not able to access my account.This is my first experience with Grande communication and it was very disappointed.

An
Review №78

Staff don’t even know their job and will tell a whole bunch of stuff rather than provide actual help.

Au
Review №79

Sketchy internet company. Always charging extra fees. They charge you $15 extra a month if you don’t use autopay. Always a 30 minute hold. They charge a late fee even though it’s their fault cause they don’t pull the money out when they’re supposed to and then refuse to reverse it. I’d leave them but my complex can only get this craphole of a company.

St
Review №80

Their service is lackluster at best, their support is non existent and they engage in bait and switch tactics for advertising. They advertised a $70 cable and internet package on their website, and when I called to change my service to that, they informed me that with the surcharges each month, it would really be $150 a month. Avoid this scam company if you can, I will be changing service providers at my earliest opportunity.

Da
Review №81

Looked on their site for new service as Im new to the area. Bought the $69 package... bill includes 3 additional surcharges, broadcast, sports, and entertainment, totaling $40.17, making the total you HAVE to pay $109. The surcharges are 58% more of your $69 package. So dont be fooled by that shiny low price, its BS. Their $69 package is really $109. Scam.

Om
Review №82

Horrible internet, disconnects 5 times a day when I try to call no one is available to take the call, I’m paying for 600mbps download speed and I’m barely getting 30mbps...customer service is also useless

Sc
Review №83

These guys are great. Solid service without a lot of BS fees. Sadly when I moved they didnt service my new address

Su
Review №84

Despite of charging very high their speed and connectivity is quite poor. I am facing latency since I started wfh. Never got speed more than 150mbps while my connection is 300mbps and in last 2 years their prices are increase more than 30%. Looking for other services

Tr
Review №85

Just started my second year of internet with them as they are the ONLY available company and my monthly went up 45% which is OUTRAGEOUS. I cant believe this is legal and permitted as I have the same internet as before and nothing has changed!!!!!!! If you can avoid using Grande do so.

Mi
Review №86

Issues setting up internet. Didn’t set up Ethernet ports.

Pa
Review №87

Unable to find an email address to write a customer complaintEvery month my internet only bill is different..sometimes by as much as $30One month $42, another $78 another $95 ??? Unfortunately, i hadnt looked at my auto pay bills..so my mistake. decided to do a quarterly checkup and WOW!!! what the hell is going on.

Hr
Review №88

I’ve been waiting for them whole week.They keep rescheduling the appointments without any good explanation.I keep taking off work every other day to wait for them Just to find out that they’re not comingAnd don’t even bother to email Jackie it’s just a waste of time

Bu
Review №89

Please be aware before sign a contract with this people read below,This company is the worst internet company that you can find in Texas, unfortunately we had no choice to chose them because is the only in this area. In this difficult time when families are trying to make a normal live, parent working from home, students taking online clases, this company doesn’t have any technical performance, they are not prepared for an emergency like this.Videoconferences were interrupted, calls were frozen, nothing is not working properly. And each time that we called they apologized and make a promise to restore the serviceIn the next couple of hours. Obviously we still waiting for the service.

Vi
Review №90

Very courteous and helpful staff at their office.

Te
Review №91

Its interesting that most reviews are on one end of the spectrum or the other (either 1 star or 5, not much in between). It occurs to me that maybe it depends on where youre located.Im in Lantana, TX and have had a great experience with Grande. Initial install was on time and went well. A few weeks later I had some issues, contacted Grande and they were out within 2 days to fix. Its been flawless since. I have 300/20 service and it consistently tests at over 285/20.I have the Get It All 300 package. Internet and TV service have been great (I only use phone for security monitoring service). I purchased my own modem to save a few bucks each month and they made it very easy for me to swap it out myself and I was back up and running in no time.

Ba
Review №92

I moved from Boston 4 months ago along with my Family in Wylie Area, Ever since I used Grande Communications Internet with speed of 300Mbps But uptill now I never seen that speed ever,when ever I checked even Grandes Own speedo meter it remains same it never reaches not even 200Mpbs ever, and they are Charging me every month for 300Mpbs speed,....I complain as well, but no one comes from their side to check,...... in Boston I was using Spectrum with 200mpbs speed, but never feels any regrates ever......Now I am thing to switch on Spectrum again........I am uploading Screen shots as well for proof....

ba
Review №93

I asked to have my modem fixed for my work. It took them too many tries and it still doesnt work. And to top it off. My modem will kick all devices off just ramndomly until i turn it off and back on again.

CS
Review №94

Internet service is ok but customer service is inconsistent. My bill has increased 2x in 3 months! The first time I called in and was told that I had an introductory price that had expired. The rep found another price plan that keep the bill the same for another 12 months. I was so grateful because I am on a very limited budget. Now two months later its gone up again and I called in and spoke with rep that was sarcastic rep who told me about the price of gas. I did not want to continue speaking to him and asked for a supervisor. I am waiting for someone to call me back about this matter. How can a company change prices every other month and expect to keep its customers? At this point given todays interaction, 3 star rating is generous.

St
Review №95

Cant wait till we get another internet provider in town!

Ra
Review №96

They revised my internet monthly bill 3 months ago by ~30% and when I called the customer service they told nothing can be done. I asked how if they can raise 30% and the current plans for the same bandwidth is 30% cheaper they had no answer. Also, internet service continues to blip on TV with a 300 MBPS plan. I’m looking to switch soon.

Je
Review №97

Update: Spoke with Jackie & there was nothing they could do to fix the price changes. So either we stick it through until we find something cheaper once we move or drop service altogether. Overall, I wouldnt recommend going with Grande based on personal experience, as well as, other negative reviews & comments from other users about the company raising bills at random.________________________________________________________________________This is solely on our experience with Grande Communication as a whole, not in particular to the Lewisville location, however, we do currently live in the Lewisville area-First, we shouldve listened to others before deciding to choose Grande for our internet & cable needs last June. However, they were actually our only choice that was active at our apartment complex at the time, so we had to go with them for service.Upon install day, we waited around all day to have our technician arrive hours late & nothing to show for it. My fiancé & I let that go as we know this is typical upon any install you have done.Our biggest issue with them is the fact that they change your surcharges & fees. We first saw a fee change when our bill went from $150.29 to $150.30 after the first few months. Of course we didnt think anything of it since it was only a penny change. Now we received our January bill & it has increased due to fees/surcharges, taxes & internet equipment fee.After speaking to a customer care representative & her attempting to figure out how to get our bill back down to what it originally was, she basically told us that there wasnt anything she could do. She said that the changes in fees was noted on our previous bill at the end, but she knows most people dont pay attention to that so she understood that we were upset. She then transferred me to a administrator named Taya. Taya basically told my fiancé & I the same thing as the previous person. She was somewhat argumentative & not helpful whatsoever. She said that most companies do it this way & I told her that we personally had never had these issues with other companies. So with Grande you are locked into a bundle rate, but the surcharges & fees can change based on their company.Instead of Taya attempting to make things right or the customer happy, or even a credit for the current bill & moving forward with the new rate, she was fine having another upset customer & one that told her we would look elsewhere for service based on this. She got argumentative & said I offered to help figure out a way to get your bill back down to what it was; which her option was to remove the $5 service protection plan from our account. That didnt sound like a good idea to remove, incase we do have any future issues with service, so we declined. We asked if there was anyone above her to speak to & she said no. So we left it at we were going to discuss our options & shop around for other plans. Our take is, if you claim to change rates every January, our statement bill is from December 31st so if that truly is the case, Taya shouldve offered to credit the current bill, but moving forward we should be aware of the change for Januarys statement.Grande promotes this Here For You motto, but they dont present that in their costumer service. If you read around on BBB reviews they do these kinds of changes in bills often. Its sad that an administrator didnt try to do everything in her power to not have a customer get off of the line with them having a sour taste in their mouth.

Br
Review №98

Insane fast speeds for the cost. No behind the scenes throttle. Fast speed all day, no peak times. Super fast service, 24/7 tech with little to no hold time. What can be better?

Ma
Review №99

Today is 3/30/2020, internet been spotty for the last 2 weeks, been disconnected exactly 5x from 7am-1:30pm today. This is the worst internet service provider ....EVER.

Co
Review №100

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 didnt 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.

Information
19 Photos
100 Comments
2.2 Rating
  • Address:500 Tittle Dr Suite 400, Lewisville, TX 75056, United States
  • Site:http://mygrande.com/
  • Phone:+1 866-247-2633
Categories
  • Internet service provider
  • Cable company
  • Telecommunications service provider
  • Telephone company
Working hours
  • Monday:9am–6pm
  • Tuesday:9am–6pm
  • Wednesday:9am–6pm
  • Thursday:9am–6pm
  • Friday:Closed
  • Saturday:Closed
  • Sunday:9am–6pm
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