Grande Communications - Austin Office

911 W Anderson Ln #123, Austin, TX 78757, USA

Address:	911 W Anderson Ln #123, Austin, TX 78757, USA
Phone:	+1 512-220-4600
Site:	mygrande.com
Rating:	2.8
Working:	9AM–6PM 9AM–6PM 9AM–6PM 9AM–6PM 9AM–6PM 9AM–1PM Closed

Location

Photos 20

Reviews 4

David Brown

Terrible, terrible, TERRIBLE customer service. Have been with Grande for my business phone and internet for over a decade. I was on a package where I was getting 3mb download and 1/2 mb upload back in 2004. Found out that package is not even available anymore and that the slowest package available is 12mb download and 1.5mb upload - for $20 a month less than what I have been paying. I have experienced many price increases but never been informed that I could get a decrease in price with better service. Called to see about upgrading. Michelle Ford with customer service assured me that they could not upgrade without coming out and upgrading my equipment. I was not even asked when would be a convenient time, I was told that I would receive an email, which I did that informed me what day from 8am to noon I would need to be available. When the technician came out he said he had nothing on his order about upgrading the internet, was here to upgrade the phones (which were already working fine). He said the internet speed could be increased from his office. After upgrading my phones the technician left. A few minutes later I realized that two of the three phone ports we were currently using no longer worked. Call support back and they said the technician would be RIGHT BACK. An hour later I called again and was told by customer service that dispatch had not gotten back with them yet. At this point it was after 4pm so I gave the technician my mobile number and told him I was going to try and grab a quick lunch since I had not been able to leave all day. I no sooner sat down to a burger when I received a call from dispatch informing me that the technician would be back at my office in 5 to 7 minutes. Fearing that I might miss him I asked for more time. I was told that the technician would be back at my office at 4:45. I returned to the office and at 4:55 I called the dispatcher back to make sure the technician was still on his way. I was then told that he would be at my office between 5pm and 9pm. Thankfully the technician showed up about 20 minutes later. Took a second technician and another 45 minutes to get the phone lines back to where we started. The techs were courteous but no one that I talked with on the phone throughout the entire ordeal seemed to have one bit of concern. If there was a better option out there, I would take it in a heart beat.

Master Gohring

Spreading the love today because I usually hate these kind of companies and realize that I too feel as other reviewers do and then I take it out on Yelp ... so recently when I found out that Grande had Tivo which would allow me to watch my Amazon Instant Videos more easily I decided to give them a call and get it (a dollar and 40 cents a month more that what I was paying) ... I had some challenges but they were all resolved ... the reason for the 5 star? The tech guy who came out to "install" the Tivo didnt realize that my TV was not close to my router ... (an error of communication from the phone rep) which meant he need the wireless adapter which he didnt have ... I was ready to disappointed and frustrated (because of also waiting in their time "window" for showing up.) ... since it looked like he would have to schedule for another day ... this tech however made an effort and called around to other techs to see who might have one ... he found one across town and then went and got it ... came back ... and set everything up. Update: So I called in today to change my bank info and discovered by surprise that I had an outstanding balance. Boo! I have autodraft so how can that be? It is like 30 bucks. If you read my original review you can see I added Tivo and when I called in originally I was surprised that there was no charge to switch. I learned on this call that the newbe answering the phone was incorrect ... Grande always charges a minimum $20 which is not a big deal except that is not what I recall the original rep saying ... the person on the phone apologized and waived the fee ... then what about the other $10 ... that was because the newbe forgot to remove the DVR monthly charge when adding the Tivo... she removed that too. Total call lasted less than five minutes and I even changed my billing info in that time. (the only oddity is that the rep said it would take 30 days to take effect which makes no sense to me... she suggested calling in around the 1st of next month so I will) I am a marketing guy (I own Kick Butt Coffee) and I got a long time ago that it is more important to preserve my relationship with my members than it is to be "right." It is great that they understand this and the fact that their $30 loss gets them to keep getting $1800 plus a year ($150 a month) from me... and that taking the $30 loss is a smart move for them.

Natalie Hill

If I could give 2.5 stars I would. Grande provides fast internet service for great prices, to be fair. However, Im extremely frustrated by their lack of customer service. Let me explain: twice in one year my internet has been disconnected, with no warning, due to a minor outstanding balance (around $20) that was, at most, 2.5 weeks old. Im sure weve all had this happen -- you get an updated card (new expiration date, chip technology) for an account you use for autopay and then forget to update that account with the new card information. Then you get a notification from that account saying theres something wrong with your card, which reminds you to update your account, which you do, and then you move on. Ive had this happen with Netflix in the past and it was very easy to resolve. Not so with Grande. Ive been a customer of Grandes since January 2010. Recently I received a new chipped card from my bank, I didnt even realize the card number had changed because it was the same account. This resulted in the recent Grande snafu -- and yesterday our internet was disconnected without ANY notice. I made absolute sure -- not one email, letter or phone call was made by Grande before they disconnected the service of a longtime customer for a $20 outstanding balance that was two weeks old. It took me and my husband an hour yesterday working with Grande tech support to get our router working again after the disconnect/reconnect of our services. And as I said, this is the second time in less than a year that this kind of thing has happened. Never again. Google Fiber will be available in our neighborhood in the next couple of months. I was actually going to stay with Grande, but now Im going to make the switch. Shame on you, Grande, for your unfair and archaic disconnection policy.

Gloria Allen-Mercer

Lots of buffering and the bandwidth is extremely low with the signal that I am receiving from this company. I only have two device connected to the system and frankly you should be able to connect a number of devices without having bandwidth issues......I am getting tried of this company and its services. Customer service (THE DREADED CALL CENTER) is argumentative.....I had to talk with a young lady by the name of (Mayia) and her agent number is (4676). (Mayia) was unable to figure out what was wrong with the signal..... she only would say in a very rude manner that she saw nothing wrong from the call center area....I ask for the next level of support.....she said that she could not transfer the call and she said I would have to wait for a call back concerning my services....I ask for her to get a floor manager located in the call center....she refused to get the floor supervisor. Now.... I understand the ratings that this company is getting online. Humm....I would say that they need to start with the customer service area and improve services overall. How much do you (the public) want to bet that they will not return my call concerning my services? Austin Texas has many problems with people and companies running scams and dispensing low quality services.....buyer beware!!!!! All the people who are indicating five stars for services are simple not telling the truth....and one would have to look at the fact that it might be an employee writing out these shiny...beautiful reports just to make the company look good when we all know that this is not true. Again I must caution BUYER BEWARE...JUST DONT WASTE YOUR MONEY!!!