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Grande Communications

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38 User Reviews

4.5

Overall Score

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Grande Communications is a business for Texans by Texans. Their primary focus is to give a better option for media and telecommunication needs. Now they serve over 140,000 people and have expanded to eight service areas. They offer fiber optic networks that support high capacity at high speeds to keep up with their customer's internet needs. Grande also provides 24/7 customer support located in Texas.

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The Good

  • Fast Advertised Speeds
  • No Contracts
  • Additional Features

Fast Advertised Speeds

Connection speed is one of the most important features of customer experience and overall satisfaction with any given internet provider. Customers expect fast internet speeds. Grand Communications' high speed is one of the quality features they give customers. They offer five packages with a range of choices. The five packages are:

  • Power 15 — 15 Mbps (downloading), 1.5 Mbps (uploading)
  • Power 50 — 50 Mbps, 5 Mbps
  • Power 200 — 200 Mbps, 20 Mbps
  • Power 300 — 300 Mbps, 20 Mbps
  • Power 400 — 400 Mbps, 20 Mbps

In Austin, Dallas, Buda, and San Antonio speeds are as high as 1 Gbps. Grande Communications offer these high speed packages for a very reasonable price. The packages are priced:

  • Power 15 — $29.99 per month
  • Power 50 — $34.99 per month
  • Power 200 — $44.99 per month
  • Power 300 — $54.99 per month
  • Power 400 — $64.99 per month

The top tier (Power 400) price of $64.99 per month is much lower than many other companies' top package price and for a much faster speed. When a customer chooses to use Grande Communications for their internet needs, they are getting a really great deal when compared to their competitors.

No Contracts

Grande Communications does not require a contract or a cancellation fee. This is uncommon for an internet service provider; many ISPs require a one-year contract and charge a cancellation fee if you break the contract to find another provider.

Additional Features

Grande has no data cap or limitations, and Grande customer service is 24/7 for local support. While some service providers will have 24/7 support, few will not have a data cap on their plans.

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The Bad

  • Slow Upload Speeds
  • Only Available in Texas

Slow Upload Speeds

Grande Communications offers some fast download speeds in their internet packages; however, Grande's upload speeds are not as impressive. There are five packages that customers can choose from for internet service, but there are only three uploading speeds. The uploading speeds are as follows:

  • Power 15 — 1.5 Mbps
  • Power 50 — 5 Mbps
  • Power 200 — 20 Mbps
  • Power 300 — 20 Mbps
  • Power 400 — 20 Mbps

The top three tiers all offer the same 20 Mbps for incrementally higher download speeds. 20 Mbps is a reasonably fast speed that would work well for most customers. Many companies offer a comparable uploading speed, so the only issue comes when customers would like more variety to choose from and a speed that is increasing along with the download speed. The customer is paying for the speed increase, so the expectation would be an increase in both download and upload speeds.

Only Available in Texas

Another drawback to Grande Communications is that they are only serving customers in Texas. They do not serve the entire state, only six select cities and the surrounding areas. This greatly limits who can use Grande Communication's services. We would like to see their service area expand exponentially so that more customers can take advantage of their great prices and services.

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The Bottom Line

The internet packages that are offered through Grande Communications are great options for customers. Each package offers very fast download speeds, up to 400 Mbps. This speed is much faster than what is offered through other internet service providers. However, the uploading speeds do not match that exceptional increase as the packages become more expensive. The highest upload speed is 20 Mbps for the top three tiers.

The biggest benefit of Grande Communications is the prices for their services. The internet services are affordable and lower than most of the competition in the industry. Customers who live in these select areas in Texas can greatly benefit from Grande Communications' services. Customers will enjoy low prices, 24/7 local customer service, and fast speeds.

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Star Rating

2.1

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38 Reviews

Review Breakdown

5 grade

18%

4 grade

11%

3 grade

0%

2 grade

3%

1 grade

68%

Sentiment Criteria

Value

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Quality

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Curmudgeon Temple, TX

Their technicians always go above and beyond. They are the reason I will always be a Grande customer. They have the chops, patience, skill set, communication ability that are exceptional. I just hope my technicians for my company do as good a job as Grande's. I had one of my tech managers watch the Grande Technicians and swap best practices.

3 months ago

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David Walker Pflugerville, TX

Absolute worst service in the industry. PERIOD ! Wait times are hours.. Untrained so called customer service reps, I had an issue that lasted for two weeks. Hours on the phone, hang ups, talked to many so called service reps for hours... no help. They service tech came to my house and fixed the issue in two minutes and said the service reps could have done it on the phone in one minute or told me how to do it, but they are not trained. I am tired of being lied to by this company, poor or no service, wait times on the phone for hours and then no help from people who are not trained. Tired of this company using the COVID for their excuse of no service. DO NOT USE THIS COMPANY !!!!!!!!

2 months ago

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Chris Foster Dallas, TX

Great company. They offer a great product too. In the 2 years that I've had their service, I don't think it's EVER cut out on us. Bandwidth is always what is advertised, even more (sometimes my speeds would triple late at night??) with non flash based speed tests. Price did go up 5 dollars a year for me, but it's all good. It's still a very reasonable price. No data caps. Easy service activation and cancellation. They didn't give me hell when I said I was moving. They weren't able to provide service where I'm moving to - otherwise I'd take them with me. Best ISP I've ever had, all around (compared to TWC, AT&T, and Verizon).

4 years ago

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Nesrin Houston, TX

Grande was amazing in 2016- 2019, but with the high demands of individuals working from home, Grander cant keep up anymore and the service speaks for it. I have beeen a customer with Grander since 2016 and the service deteriorated in the last year. Service level is terrible. You call the customer service and modem is exchanged and they are trying to sell new lines. The issue here is more bandwidth related as anything else. Grande's service is not good anymore. Maybe your executives need to look into this! Its not always who was the best in the past, its who is keeping up the good service that was provided but does not exist anymore.

7 months ago

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Victor Rivera Argyle, TX

Update to original review. Grande started off on the wrong foot but has made things right. They sent out a crew to fix the problem with the initial cable modem and lack of speed, and they also provided a credit on my account for failing to disclose fee information. Overall, Grande came through on their customer satisfaction promise and so I've updated this review. Love that I am getting over 600 Mbps vs. Frontier FiOS, who only offers up to 300 Mbps where I live. Thanks for fixing things, Grande.

1 year ago

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Richard Craven Waco, TX

I love Grande! I pay for fast internet at a reasonable price. If I ever have any issues they are always accommodating.I have never had any issues worth mentioning.

1 year ago

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Justin Warner Austin, TX

We had their service for about 4-5 months. Over the course, the speeds were never what we expected. We increased our max speed in hopes that would fix it, it did not. After a couple days (less than a week), we had someone come out. He was very incompetent and offered no help. He kept repeating "I get the correct speed out of the modem, so it's not our problem". Well, sadly, it is your problem, as I'm not getting the speed on the XBox which is hardlined in, my computer, which is hardlined in, or my phone over wifi. So, we cancelled, and went with AT&T which now provides us about 300+ Mbps over wifi, and much faster on a hardline. Afterwards, I got my last bill from Grande. They conveniently included a 60 dollar "Trip fee". So, it comes down to, if you want subpar internet speeds for what you're paying, along with a "trip fee" when you try to point out they messed up, then go ahead with this scummy company. Otherwise, if you're in the Austin area at least, go with AT&T.

1 year ago

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jackie San Antonio, TX

Extremely unhappy customer of 8 years, wish there was a no stars rating for this review. I provide internet to my tenants of my rental home as a perk for renting with me. My current tenant works from home and we had an interruption in service today and my tenant missed out on almost 4 hours of work that she is now not getting paid for and seeking reimbursement from me. I called in to Grande to see if I could get reimbursed the funds I was out for paying my tenant and I got a flat out no. They told me they would give me $5 for the day of service we are out. At this point it is not about the money but the principal. I pay my monthly bill on time every month and hold up my end of the bargain, grande has an outage and is unwilling to pay the $50 I paid to my tenant. It got escalated to a supervisor after 45 minutes of waiting, which tells me there are a lot of escalations and very unhappy customers with Grande. I am going to be switching my internet provider as soon as possible because i know that if I run into any issues in the future..Grande is unwilling to assist, as they have "policies" in place they have to abide by, regardless of what the circumstance is. I am a business owner myself and understand policies are in place for a reason, but also understand there are extenuating circumstances where exceptions need to be made to hold up your end of the bargain as a business owner or company. I definitely DO NO advise using Grande for any service.

1 year ago

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Jack S San Antonio, TX

I was a customer of Grande for 3 years and was, overall content with their service. However that changed recently. There have been an increasing number of issues on their network and they have been very shady in their business practices. My bill inexplicably changed from 66 to over 180 this month. When I called they initially had no explanation, before eventually divulging I had a second plan on my account as of a few months ago. Evidently it was prorated, in my opinion to hide the change, and I was being billed for all the backed charges. After far too long fighting the charge I was told the best they could do was credit it towards my future months of payment AND that my payment was due to increase by $20 due to some unexplained promotion ending (having been a customer for over 3 years, I find it highly suspect that I have some special just now ending). This is in addition to an unannounced and unexplained price hike (~$12) at the beginning of this year. While there are few good internet providers, do yourself a favor and avoid this company.

1 year ago

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Pamela Quintana Odessa, TX

if I could give no stars I would. This company has been nothing but rude and provided overpriced crappy service for internet and tv. When I have to tell their tech how to do their job than you sure don't deserve my business. When had their service it was always in and out (2 different houses - so it wasn't location). no resolution ever. Billing was never the same even though no changes were ever do to the account. We were even set up on auto pay and they drafted one month but didn't draft the correct amount when they changed the billing system and then tried to charge us a late fee. Their website also is not secure. PLEASE DON'T PUT Your CREDIT CARD OR BANKING INFORMATION with them. I actually had to file a police report locally since Grande Communications were taking money out of the account that they were authorized to.

2 years ago

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Randy Guice Midland, TX

When I moved back to Texas the place I lived only could use Grande. I cancelled the account when I moved a few miles away and turned all of my equipment in. That was March 1 2014 and have been paying until last week Sept 27 2018. They owe me over over 10,000.00 really it would be about 13,000.00 or more for 53 moths of service that was 250.00 for cable and internet. I never received a bill for this at our new address and I used Grande Again! Do you think that they for once asked if I wanted to merge my bills and raise a red flag to me?? I was never notified. That is horrible and I hope they get their business together because I enjoyed their service. But I work to hard for my money to pay 575.00 for cable and internet. Let’s see what they are going to do and I apologize and sincerely hope my neighbors bills don’t go Up but I’ve already consulted my lawyer and he’s found 2 holds that they have no way of getting out of. And one is pretty simple. Good service but check your accounts after you cancel and all that. Etc. just some advice from s humble dude. Peace

2 years ago

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Erik Navarette Odessa, TX

The regular internet services offered DO have data caps. The gigabit is not gigabit. I have run every speed test in every configuration and never got more than 300 Mbps. The eero app shows the speed to be around 850Mbps, but it’s the only speed test that shows that speed. While at work I used the eero app while connected to my verizon cell network and it showed it at over 800Mbps as well while the other speed tests showed it at 29Mbps. I’m not the smartest person but this seems dishonest to me. They are charging you for something you are not getting. I’ve called customer service several times. They have come out and changed splitters, changed cables, changed modems, nothing has helped. The only difference between the 300Mbps service and gigabit service is that they remove the data cap bottle neck during peak. Totally ridiculous. It’s always the same discussion with tech support as well. “It’s YOUR computer” or “iPhones can’t show a speed test higher than that, and that’s why your speed looks slow”. I’ve tried every computer and phone and tablet I own and they all show the same thing, yet when I go to work where we have actual gigabit service, my devices show a very high data rate. That means it’s not my devices at fault. Wake up Grande! We are not part of the dumbed down society you think we are!

2 years ago

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Davis San Antonio, TX

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. Already this year I have lost internet 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.

3 years ago

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MATTHEW K PERRY Austin, TX

Unfortunately, since being sold, Grande has sunk to new industry lows…lower than the old Time Warner and ATT in both the value of their service offering and their customer service. I own two homes in Austin. One is a duplex in central Austin which has Spectrum in one unit and Grande in the other. We originally wanted to get Grande in both units, but after a horrible experience with Grande installers, gave up and went with Spectrum. My other house is also with Spectrum. Spectrum installers have done a wonderful job on both houses. Grande has been just pitiful. Their latest ‘upgrade” has been a nightmare and effective downgrade from my perspective. Grande offered only an 8am-9pm window for their installer to show up. They proceeded to stand me up after making special arrangements and waiting all day and evening for them. When they finally did come, the installers proceeded to place boxes, string wires, and knock holes wherever they wanted, despite my specific instructions. There was no need to put more holes in my walls, but it was easier, so they ignored my instructions. Grande's Austin market installer manager, Lawrence, is a real liability for them. I was promised a call from him within 2 HOURS. It never happened. This has happened more than once. After much effort, hours of collective hold time, and 9 FULL DAYS of waiting, I finally received the call only to have Lawrence refuse to do the job properly without charging me significantly. I told him I would just disconnect service and send him the bill for the damages they caused to my drywall and masonry. He hung up on me. Grande billing is crazy too. Constant hidden fees and price hikes. Save yourself the pain. Grande was a great company when they first arrived on the scene; but they have slid off the map. Check out their Facebook feed. I am not alone. The systematic billing problems, lack of internal communication, less than competitive offering, complete lack of pride in work by the installer crew, and generally horrible customer service makes Grande a total loser. Spectrum customer service hold times are shorter, their installers are more competent, and their internet offering is a superior value. Dealing with Grande is like hitting yourself in the head with a hammer.

3 years ago

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Anne

I had Grande for about 6 months. From day one the service never worked right. The wireless internet could only handle one device at a time. The cable had pixelation issues constantly. In the six months, i had 27 service calls with the issue never getting resolved. I was told toward the end they had no idea what the issue was. Every month i would have to call to request a credit which i only received once. I decided to terminate my service. I called on january 6th to cancel. The representative told me not to pay my bill that was due january 25th since the bill is prorated i would receive an adjusted final bill. The adjusted bill never came. I called Grande on January 26th to find out about my final bill. I was informed On january 26th the bill was sent to collections for non payment and charged me a 20% penalty for non payment. I tried to explain i did not receive a final bill. The representative said to me, you knew your bill was due on the 25th. You should have called before the 25th to get your final amount due. He also stated Grande is not responsible for mail delivery. Very dirty business. It is now the beginning of March. I am still waiting for a final bill or a bill from collections.

4 years ago

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Karen Reincke San Antonio, TX

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 and be posting this on all social media accounts.

5 years ago

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Melissa Midland, TX

I have been a Grande customer for 5 years now. In that time I have always receivedone great friendly customer service. Today however was a different story. My issue was a double payment made for my Grande sevices, this was my fault. I actually noticed there error I made yesterday and reached out to Grande customer service at that time. I was told that until the payments were both received from my bank a refund could not be issued, understandable. So first thing the next morning I called my bank as instructed by Grande. However since I made both payments with my debit card the bank could not stop a payment. The first time I called Grande customer service today I spoke to a female that was very difficult to understand because of her accent . I explained the issue and that my bank could not stop a payment. I was told that she could not see both payments yet and to call my bank. I then told her like I said I already tried that and bank could not. When I asked for a supervisor she immediately said there was none available, I asked to speak with someone who could understand me and she said that anyone else would tell me the same. Later tO'Day I check my bank account and both payments were posted so I called Grande again. This time I was confident that both would be shown. This woman couldn't see it either. No longer my plesant self i asked for a supervisor, again i was told that there was none available. I could clearly see both on the grande website in my account and asked her why she couldn't. Apparently she had to go into the Grande website to check...what had she been looking at before? Anyway then she saw it and said she would send an email to the accounting department but being after 5pm on Friday they wouldn't be able to do anything until Monday. I'm now shopping for other service providers.

5 years ago

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Hypgtx TX

Grande has great Internet speeds and awesome TV with Tivo and Netflix together. Customer service is in Texas and they have always treated me with respect and quickly resolved any issues.

5 years ago

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Tex Murphy Odessa, TX

Please choose wisely. Grande is the worst company that I have ever dealt with. When it rains we have area wide outages here in Odessa/Midland area. In the last 30 days we have had 7 or 8 outages, internet, cable and telephone. I am in poor health and this telephone could be the life or death of me, but it has not worked for 7 or 8 days this last month or so. Save your money and choose a better provider.

1 year ago

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Lisa Lancaster Temple, TX

I have had nothing but problems with this company. Our cable service is horrible! The sound goes out every few seconds and the picture pixalizes. I’ve had them out numerous times and now it seems like they’ve just thrown their hands up and given up while still wanting us to pay the cable bill. If you’re looking for good service don’t look to Grande!!

2 years ago

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Lisa Malone TX

DO NOT DO NOT DO NOT USE GRANDE if you have any other choice .......... Horrible Service. Moving and called in to get a disconnect done on my internet and cable for 10-1-17. Came home 9-22-17 to find my service disconnected 11 days early. When I called to find out what happened I was told that it was their mistake at the early disconnect and I would have a call from the dispatcher with in 30 min. Followed up with 2 other calls and now it has been 17 hours and still no call from anyone at Grande and still NO SERVICE,

3 years ago

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Janelle Bell Corpus Christi, TX

HORRIBLE CUSTOMER SERVICE and they OVERCHARGE you for everything. During my time with Grande, I had to call in ALL THE TIME! I was overcharged multiple times and told conflicting information from different representatives. My favorite is when they would tell me there's nothing they can do about the additional charges and just to pay them. Pay them extra for screwing up?! Great advice! The last straw was when they charged me for an additional 4 days of service after my account was cancelled!!! Oh, and the actual tv/internet service was subpar too!

3 years ago

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Neal Jabara Dallas, TX

We were 10 year customers of Grande when they decided to fraudulently charge for a service that was clearly their fault. They lost a customer over a $30 trip charge and disconnected us. THEN decided to charge us for the time we were disconnected by them! Please stay FAR away from this company as they do NOT value their customers and have shady business practices.

4 years ago

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Ty Allen, TX

Whatever advertised price will have so many fees that it will be nowhere near the advertised price. The billing gets messed up as well , not in the customers favor. I have more channels on my tv with an antenna than their lowest tier .

2 years ago

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Sam The Colony, TX

One of the worst services in this age of technology!! All they need is your money! The so called customer service ends as soon as you sign up!! After you setup your auto payment, they will close the online account and send you an email to re-register (the same damn account) to access your bills. How did they even start this company???

3 years ago

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Steven Harris

Went online to check rates and install dates, nothing more, ended receiving a hard pull on my cedit followed by a letter with an account number, and I did not submit an order. Now I have to send info via snail mail to have this corrected.

3 years ago

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Heather McDonald

Is the worse cable service you can get they charge you ten times more then cable vision for fewer Chanel s they are not willing to do compare rates . this company if I had a choice I would never ever use I would recommend any company over grande .

4 years ago

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Stephanie J Newhouse

We have very few problems and so far the price has stayed the same. They are very helpful over the phone.

1 year ago

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A Odessa, TX

Do not use Grande Communications Way to high on price Our bill keeps going up it’s never lower than $200.00 I would not refer this company to anyone I wouldn’t even give them a STAR

1 year ago

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Prat Austin, TX

Worst internet service ever. Online tech support are not human, they are wasting money and customer time. They only pick up call after 15-20min and then they say we cannot hear you call again and hung your call every time.

2 years ago

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Steve Odessa, TX

Ive had Grande for 5 years. The service is great and the internet is only getting faster.

4 years ago

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Thomas

Fast , Reliable, consistant, with understandable customer service based in U.S.

1 year ago

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Debbie

GREAT. FAST SPEED WITH AFFORDABLE PRICE. HAS NEVER GONE DOWN.NO CONTRACT

1 year ago

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Rod D. Belton, TX

Terrible. Unreliable service. Way over priced. Poor selections. Poor technical support. Major hassle to open and maintain an online account.

1 year ago

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Elizabeth Wesley

Fastest here in Odessa, plus not as high$$ as Cable One

1 year ago

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Norma

they are good reliable and if a problem they get it solved

2 years ago

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SCOTT EWING Odessa, TX

They cancelled my plan than hooked me up with a more expensive plan without my consent. Try to avoid using them.

2 years ago

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chris Temple, TX

Not at all pleased, customer service is horrible

1 year ago

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