Grande Communications
Client Review on Grande Communications
Feedback:
Where do I start..... I have been having issues with my home internet. I contacted grande today, I have now officially been on this phone for 1 hour and 8 minutes with no true help provided. I was advised to reset my modem in which I did before ever calling. Then I was told "your modem is working beautifully." hhmmm....well this speed test that shows 34 mbps when I pay for 300 mbps is definitely not working beautifully. So then she needs to reset my modem...so we do it her way. When that still only brings back 40 mbps the rep then tries to upsell me on additional equipment to "prevent slowing of speeds." So we proceed to continue with a non helpful conversation in explaining that we run a business from home and this is completely preventing one of my websites that is a necessity from loading. After being placed on hold for another 5min she takes me off hold and stated that a tech can come out tomorrow from 8am to 12pm to find out what is going on. We explain that we cant do that because we will be at work. The conversation goes on and we make sure we aren't going to be charged for the tech only to be told "the tech may charge you a fee but we won't know until they come out." We explain how we will not be paying a fee for something that is not our fault and the conversation continues to go on without an acceptable outcome. We end up having to schedule an appointment for Friday and my husband tells them to consider that we are losing money everyday that we dont have internet and there should be a way to have someone narrow down a time frame to after 4pm. The rep responds "but don't you have a full time job, I thought you said this was your side business." After a few more condescending remarks I refuse to get off the phone until I speak to a supervisor. After being placed on hold 6 times while she "found" a supervisor she (Randi, I got her name after I asked twice) got us on the phone with supervisor Tyson. Tyson was much easier to talk to and he did do what he can within his own limitations but this doesn't change the fact that I am getting 40 mbps but paying for 300 and CANNOT FULLY ACCESS MY WEBSITE.
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