Grande Communications

Just got off the phone with Josh who is a supervisor in «customer service» in San Antonio and was basically called a liar when I told them I was promised a credit on my bill when my bundle pack fell off. I have paid my payment every month except for last month when due to what I thought the credit, I paid that month’s bill of $ 100. Now I have a past due of $ 271 on a bill that is supposed to be $ 155 a month. The agent Melissa said she could give me a $ 20 credit. When I asked Josh for that he said he couldn’t do that as I already got a credit for an erroneous $ 25 fee he took off and they couldn’t do both. Next month he said my bill would be «lower» and I would «only» need to pay $ 155 – basically my normal bill. When I asked where the credit was, he said that was AFTER the credit. So, they expect me to pay $ 188 NEXT MONTH when my bill is only supposed to be $ 151. Great customer service Grande. I will be sending a letter to the corporate office regarding this.

Long story short, poor communication with this customer and inaccurate timeframes for install. I ended up cancelling installation all together.
I scheduled new internet setup with 7 days notice. On the day of install, I received an automated call with a one hour time window for tech arrival. 30 minutes after latest point in the arrival I called and was told the appointment would need to be rescheduled. They rescheduled me for 4 days later and didn’t make any effort to move it to a sooner date.
Today’s scheduled appointment was between 1−5pm. I received an automated call stating driver would be there by 1:30. It’s now 5:08 and I’m just now getting a call from the tech. I cancelled the installation.

If you are looking for a company to steal from you, this is the one! I turned my equipment to an Grande Communication installer (huge mistake)!!! It was my mistake trusting the Grande Communications installer to turn in the equipment. I ended up having to pay for the modem, the TiVo box was found… But it doesn’t stop there. I am still getting calls and mail from equipment recovery team that the equipment wasn’t returned. They are very rude and apparently don’t speak with Grande, as they continue to call me. Customers beware! Take your own equipment in, get s receipt! This company can not be trusted!

Have to concur. with other negative ratings … after 6 months of written feedback, surveys, talking with customer service; accounts services; etc. no improvement of services and no tech services assistance. I agree with the comments about not even earning a 1-​star rating and being the worst of all cable companies that I have encountered across the US/​and years of being a cable customer. If you have any other choices… even if you swore never again to AT&T, Comcast, TWC etc. … trust me try to avoid Grande. Even if TWC doesn’t service your apartment complex (for example) through their «Let’s Connect» service order (no charge) they will review and potential lay wire/​cable to provide you service if they are in your neighborhood.

Great customer service at this local offices. The outs of operations are kind of odd. They close at 1pm on Saturday. Saturday is when people are running the most errands. Anyway, I had fast internet service at my place for an affordable price. I have since moved and just returned my hardware. Unfortunately, back to TW.

I would not even give Grande a 1 star I’d rather give them nothing. They are the worst company around. They do not work with you on their billing, they are rude and to be honest I don’t know how they continue keeping business. They threaten, they are hateful people. Time Warner is not the greatest but they blow away Grande.
If you are thinking of using this company, DON’T that’s all I have to say. I would like to see them go out of business. How can we run them out of Texas???

Terrible customer service and hold times. Unreliable internet. I would never use Grande if they weren’t the only provider in my area.

This internet service is the only one that is available to me where I live, and I have some major problems with it, but first let’s go over the Pros and why I give it two stars and not one. During Off-​Peak hours, 11PM-​3PM, the service is acceptable. Ok, now the cons.
First, Peak hours, 3PM-​11PM, are horrible. Now, if all you do is check your e-​mail and read Yahoo, then it should be fine. But even my grandmother uses Netflix, and if you want to watch a streaming video… I don’t think so Tim, at least not with any quality.
I understand I am a heavy user, and I pay for 80 download with 20 upload speeds, and I understand using Wifi can greatly reduce that speed, so I connect directly into the router and do not use wifi for my computer. That being said, I am unable to keep up with my work and unable to keep up with my play at this «incredible speed» I am paying for. I use Google+ and Skype for conferences, Google Drive and Office 360 for productivity apps, and I use Twitch, Youtube, Netflix, and FoxSports to stream entertainment, but not at Peak times, because I can’t. I work from 7AM to 5PM and sleep from 10PM until 6AM, which is similar to most people. This means I do not have access to what I am paying for during the week. I get boggled down by everyone else wanting to use the internet. This means that Grande should get more bandwidth for it’s growing users.
I have heard the excuse that they are a small company, and that may be true. The problem is, if they are going to advertise these speeds and quality then they should grow with their user base and not stay that same small company trying to output to a large consumer base. Right?
I know that advertised speeds are unrealistic, and that Grande can’t match that speed. I am not talking about a reduction of speed due to wifi, computer ability, or modem/​router. I am talking about the huge speed loss because they cannot support themselves; they have bitten off more than they can chew. And they need to update their system and get more power to be useful during Peak hours of viewing/​surfing times.
As to their customer service I can only say they will give you the run around, take you step by step through everything you have told them you already have done, and not have an explanation to the problem. They do not talk about Peak hours on their website help page and act like it does not apply to them; it applies to all service providers. The people on the phone are nice enough. I do not expect them to know much about the issues; they are there to follow troubleshooting protocol and take payments, which helps some people.
I just want them to acknowledge that they do not have the bandwidth to support all the people they are trying to support and to fix the problem.

I just moved in the area and called and spoke to a representative on Sunday to set up internet. After explaining I needed it hooked up as soon as possible, I was told that someone could set it up on Wednesday between 11 am and 9 pm, and that I would get a call 30 minutes prior to a technician showing up. I explained to the rep that this 30 min was necessary cause I would be at work. She assured me I would be notified. On Wednesday I received a call at 2:23 from a number that left a voicemail wondering where I was and said that the technician was knocking on my door but no one is answering. I called the number left on the voicemail back 4 minutes later at 2:27. It took 5 minutes to get thru to someone, soI finally talked to someone at 2:32. At this time I was told that the technician had already left and that they would try and contact them and either way that they will call me back. (Why did the tech leave? Why did I not get a notifying phone call, just a VM asking where I was? Zero explanation or concern for any of that.)
After 2 hours of no response I had to text my wife to call and try and find out what is going on, as I did not have time to be on the phone. My wife ended up texting me explaining that someone at Grande had told her the window had passed and that a tech could only make it out the following Tuesday. She told them this was not acceptable and explained the whole situation (again), to which Grande’s response was that they would look into it and call back.
They called my number back about a half hour later and told me that the soonest someone can hook up internet would be Tuesday from 8 am to 9 pm. (So now I am in the exact same conundrum, I work only 10 minutes away, and if they don’t call AGAIN, ill have to wait another week) After explaining the whole situation to this new person I was told that someone might call and they might not. So I declined the service and advised I will be looking for something else.
I got no push back at all from this, and no help from the multitude of people I spoke with at Grande. Seems unbelievable that they don’t even want business, not to mention quite terrible that they treat a potential customer like this. The definition of insane is doing the same thing over and over again and expecting a different result, well that was Grande’s solution for someone who was just trying to become a customer. I can’t imagine how they treat their actual customers.

My browsers, consistently on a daily basis, do not load properly. I literally have to hit refresh many times to get the page to load. I did not ever have this problem with Verizon. I have no choice but to use Grande as they are the only provider for the apt complex I am at .I think apts should not be so locked in to provide only one choice this is just one of the worst providers out there.

This month so far (dec 2014) my internet has been down for maintenance two times already. I think Grande should at least notify their customers ahead of time. This regular down time makes me reluctant to order any other service other than Internet. I hope when Google fiber comes to town, there will be more competition and companies will improve their service.

Grande should be re-​named as chiquito. They used to be fairly reliable provider, but in the past year or two they have really dropped in quality. Customer service is poor at best, the reliability is marginal and the customer service representatives only have the ability to read off of their script.
And why on earth do I have to enter my phone number before I can actually speak to a person, but then the first question they ask me is what is my phone number?
The only saving grace for them is that all the other conglomerates probably suck just about as badly as Grande.
Go for the best price you can get on phone, cable, and internet, then expect poor service so that you are not disappointed.

I have had Time Warner and ATT Uverse. The only difference with Grande is that Grande is much faster and costs less. Grande has great service. It is as just as reliable. I also have it at my office. It has never been down.

If the Flinstones had internet and cable, this is where they got it. HORRIBLE!!! How can you call yourself a service if YOU DON’T SERVE ANYONE!

The service has been great, but now that the «promotion period» is over, they’re trying to charge me $ 50 a month for internet service only. I find that outrageous, so I’m going back to AT&T. I tried calling them to see what we could work out, but the customer svc rep I spoke to wasn’t helpful or very friendly. Not what I was used to from Grande. Too bad, guys! I would’ve stuck around, but not for $ 50/​month.

Grande is not one of the first TV/​internet/​phone providers I thought about when getting my own place. Unfortunately, at my apartment complex we can’t get Time Warner Cable or AT&T, the only choices are Dish, Direct TV or Grande. Now where my actual apartment is situated, it’s not facing in the right direction so therefore, my only choice is Grande. I looked up their prices online and they seemed quite reasonable (for a basic package and the slowest internet it is $ 69.99). I’m on a budget so figured at this time, the basic package was for me. When I tried to set-​up service online and entered my address, it told me there was no service in my area which was confusing since the complex told me I could get service, so I had to call them and set it up. Which isn’t bad, but I much prefer to have things in writing and select things on my own online rather than doing it over the phone.
The person I dealt with on the phone was really nice and wasn’t trying to upsell me and buy more than what I wanted. We made an appointment for my move-​in date and when the guy came to put in our equipment he was really friendly and knowledgable. He was also very fast and efficient. Sadly, after he left we realized that we couldn’t record shows which was weird since we had ordered DVR. Apparently, the cable box he gave us was not able to record shows, which is fine, we just need to switch it out. But in order to switch it out, we either had to pay $ 20 for a technician to come out or drive to the location on San Pedro to switch it out ourselves. This really annoyed me considering this wasn’t even my fault from the beginning, it was theirs.
I went to the location on 6555 San Pedro Ave and dealt with this horrible woman, she was so rude and kept trying to tell me we hadn’t paid for DVR when we had. I didn’t have my bill with me so couldn’t prove that we were charged for it. We got it all sorted out in the end but hopefully I never EVER have to go there again.
The actual TV and internet so far has been just fine. We get a great number of channels, I’ve never had any crashing issues as of yet (but I’ve only had Grande for two weeks so can’t really be too sure, I’m sure there will be plenty in the future). And the internet, even though it’s the slowest of them all, is pretty fast considering what I’m used to working with, but I only use the internet to facebook, check e-​mails and Unilocal so I don’t download things, so it may be slower for that.
All-​in-​all, customer service has been OK. On the phone I have no issues with sales and technician people but going in person to the San Pedro location was a nightmare.

Grande is just terrible. I rely on their internet service for both work, school, and leisure. It is not adept for any of my dependencies. One horror story I have is that I had a final examination for school due at 11:59pm. I finished my paper at 10:45, had my sister review it, made a few changes, and was ready to submit at 11:40. Service went out and long story short, I had to drive to UTSA downtown campus to connect and send. The incident cost me an A in the class, and now serves as my only B in my graduate degree. I called to alert them, and they had shut the internet down during that time to do maintenance.
My browsers, consistently on a daily basis, do not load properly. I literally have to hit refresh anywhere from 3 to 8 times to get the page to load. I have this problem nowhere else, other than in my own home. Others that visit my house and use their laptops have the same problem.
It is an awful service. I support local companies, but unfortunately, Grande is just not a business I can back up. Fortunately, other providers have been able to make inroads in my location, so Grande is no longer the single monopoly in my neighborhood.

I switched to Grande recently because I found out they were locally owned, they were offering some very competitive packages, and I was tired of the cable company I had been using blowing me off and offering little to no customer service when I needed them.
Grande is small and owned locally, and when you call you actually talk to the same person every time… and she remembers talking to you last time. MIND WAS BLOWN. They are efficient, do a great job and are just all around incredibly friendly each time we interact. Within a couple days, I had new cable service, fast internet and a smile on my face. Oh! And I was able to save about $ 40/​month from my previous provider.
Over the last two days, my internet has come to a screeching halt. Pages would take several minutes to load, or they simply wouldn’t load at all. So, I called customer service. My call was answered in minutes and they began to diagnose the problem. Though the solution did take a chunk of time, it turned out to be user error on my part (when my new furniture was delivered, a cable was knocked out of the wall but covered up by my dresser) and we finally fixed it and everything is back to running well again. And I am much happier and calmer than before because as you might imagine, you can’t work for Unilocal when your internets are down!

I HATE GRANDE!!! They have a monopoly in my apartment complex so I have to use them. But they don’t offer any of their packages, everything has to be Ala cart, which is way more expensive. Who the hell monopolizes a property, then doesn’t offer standard packaged (and by the way unbelievably slow Internet) except a company who is looking for profits and doesn’t give a crap about their customer.

Yesterday I awoke in a panic. Our home internet was down. No email, No internet, No Unilocal,Oh no! I went through the usual reset procedure to no avail. I finally found the number to call Grande. They ran a quick test and asked me to review the Modem lights. No change and no other reported outages. My modem after 5 years had gone bad and needed to be replaced. The agent on the phone said I had 2 options 2 days for a technician to come out and replace or I get disconnect the old one and swap it out at the local service center. No way was I going to go 2 whole days without Unilocal.I hopped in the car walked in and within 5 minutes walked out with newer much smaller modem. Hooked it up and within a minute I was re-​connected with the web and my friends at Unilocal!In less than 40 minutes from phone call to replacement… excellent!