Guadalupe Valley Telephone Cooperative

This has been a terrible company to work with so far. We had them come set up internet in February, and they laid the line around the outside fence of the backyard. When they came to bury the cable, we were told no one needed to be there. They buried the line in a different location (through the backyard where an addition was about to added). They refused to move the line, even though it was never communicated that it would be buried in a new location.

They said we would have to pay for it. Now our service has been turned off because they are saying we have to hire a third party to do a new conduit and that the one they laid was only temporary. I have spoken with many different supervisors and no one is taking care of this issue or accepting blame. They literally just turned off our service and are telling us it's not their problem. Terrible company.

Switches to an new billing service and sends two emails with their spam of emails with the title GVTC Online Payments Have Changed. The title of this email is horrible and doesn't even warrant a click. I received two of them in 6 months. Then while I'm working from home, my internet goes off. I call tech support for him to take 30 minutes to tell me my account is disabled. Transfers me to customer support which I waited for 40 minutes and she tells me they are swamped because they disconnected their service from so many people.

Here is an idea - Call your customers when they haven't paid for the month or IDK send an actual non spam email. How can I go 6 months without paying for my internet and not receive a single call from your company? This company lacks any business ethics. They want to charge you late fees and reconnect fees when they can easily prevent people being late on their horrendous system.

Literally the worst customer service imaginable. I have attempted to cancel service at my cottage for 2 months. I have retired and rented it out. I called initially and was told I needed to 'mail cancellation paperwork' - REALLY IN 2022! But I did that. Still not cancelled. Then I emailed and called again - more hoops to jump through, more transferring between departments.

Still not cancelled. I had my local realestate agent get involved. Still not cancelled. Now, over 2 months after my first attempt, I spoke to 4 people on the phone this morning - it required yelling but it I believe it is perhaps finally cancelled. Four phone calls, totaling 46 minutes of long distance from TASMANIA! Probably cost me $200 in phone calls just today.

Take my advice - get the best cell phone plan available and stream from that. Avoid any dealings with GVTC - it is a monopoly and therefore they COULD NOT GIVE A DAMN ANOUT CUSTOMER SERVICE. If cell coverage is not sufficient, I believe Starlink coverage is almost here. I generally don't pray - but I will put in a small prayer that Starlink or some other new competitor will crush GVTC out of existence. From my heart, Drew Peerless

I wish there was another option for Internet in this area. I have been on hold for over an hour. Supposedly I was sent an email with new account info. I didn't even know there was NEW account information because they never told me. There's no email. I cannot pay my bill because I have no account information so my account is disabled. Now nobody will answer the phone so I guess I will just never have internet again. There's no logical reason for me to be on hold this long. I hate these guys. They don't deserve the 1 star I'm forced to give them. ZERO STARS - DO NOT RECOMMEND

If you want the worst service available just sign up with these people. They have been using covid for an excuse for lousy service and I mean lousy. The speed I was paying for was less than half the speed I am paying for. I spend at least an hour on hold when I call. Left a call back # two hours ago still waiting. After a 20 year client I have found these people just do not want to provide services to their customers. Bandara electric is a good option.

Get away from these people, they say they are remodeling their office is the reason they are not open for the public then on the door it says covid is the reason they are not open. Lier's, bad service, to no service. I could write a 1000 words why you do not want to do business with these people.

Like many others, I was once on auto pay through my checking account. Then GVTC made changes that meant auto pay customers had to re-register. I did that and was assured all was good. Then I got another two month bill. Was forced to go through a needlessly complex conversation with an automated voice that was extremely offensive. Bottom line: GVTC renders good to excellent customer service on tech issues but needs GREAT improvement regarding automatic bill payment.

GVTC is the ABSOLUTE WORST SERVICE PROVIDER! The great prices are NOT worth the DOZENS of hours we have spent on the phone trying to fix THEIR mistake of charges and billing because of THEIR system update. And of course you cant go in person, so you have to wait up to an hour EVERY phone call to try and get a real person, and every time they fix a problem they create 3 more and the whole process starts over. DO NOT USE THEM. Silver lining, thanks to their hours of wait time I was able to write this review while waiting for help.

Ever since the app and having to pay on the app it has been nothing but a headache. As soon as the app was ready I tried putting my card info in and it gave me error messages. All I ever received from customer service was voicemail and no support. So once again here I am on the app putting my card info in and having to pay a past due payment even though I had it all set up. Never had any issues or past due payments untill this app. At this point I'm about to search for a new provider.

GVTC used to be really good. But in the last year or so their service has really gone downhill. When calling customer service, you are left on hold for at least 20 to 30 minutes before given the option to leave a number for a call back. Then it can take an hour or more, or even the next day in my case before you hear back. I have a business account with two phone lines and Internet, and I pay separately for the voicemail feature every month, and it has not worked properly for at least six months.

I have called over the last six months at least five times to get it resolved, and I'm told each time they are still working on it. This is unacceptable for a communications company charging more for their business lines to have such pathetic service.

I called to cancel services we no longer use including cable. I spent 1+ hour on hold before I got a live person on the phone. She took everything down and then instructed me to return all cable boxes to the Boerne store, which I did promptly. Several weeks later, we get the March bill and it does not reflect any of the changes -- i.e., we are still getting billed for the services we cancelled. I have been trying to call them to get this fixed only to spend hours waiting for a representative. THIS IS TERRIBLE CUSTOMER SERVICE, FOLKS!

I have been with GVTC for 3 years and it well up until this point. GVTC made a change to their customer account system. Now all their customers have re-register their own accounts. The problem I'm having is the system won't allow me to re-register my account. Customer service is nonexistent. I have called and have been on hold over 5 HOURS. This is absurd.

I am now 2 months behind on payments and have no way to pay my bill. I don't need this amount of frustration for a problem I didn't cause. You need to do something to remedy this situation. Management needs to get involved to help the call volume. I have last my patience. I'm updating my review. They did reach out to me and resolved this. I'm pleased they reached out.

I paid a payment and they told me it would be restored in a couple hours. And 5 hours nothing. I made a report to the bbb. And called a new station!

I have been a customer for 18 months. I tried to call their customer service line due to a billing question and was on hold for over an hour and no one answered.

UPDATE: GVTC reached out, have corrected the issue, and credited the disputed amount(s). As indicated in their response (below), they are "experiencing high call volume". I can certainly understand why. Updated to 4 stars. Like others, we have been with GVTC for 15+ years, with few issues. They changed their autopay system in December 2021, which required re-enrollment.

The new system apparently refused and continues to refuse to accept the checking account number, the same one we have used since setting up autopay years ago, and now drops the last digit of the account number! This resulted in past due statements and "insufficient funds" charges, none of which were sent to me by email (paperless account). Additionally, they changed the services we requested in May 2021, and have added "telephone" charges back to the account.

I re-entered the checking account number twice yesterday, and it still shows incorrectly. I called twice yesterday, and currently have been on hold this morning for 45+ minutes. I also used the new system to send detailed messages twice yesterday, explaining my concerns, and requesting a call back. nothing. This is unacceptable, and we'll be searching for another high speed internet provider.

I have been trying to get ahold of GVTC for over a week about my bill not being correct. I have called in 6 times and all they do is place you on hold, no one ever answers, 20-30 minute waits. The lack of customer service and any communication for that matter is a major issue here. I even logged into my account so I could submit inquires for "billing issues" and it says someone will reach out and no one ever calls or even emails back. However they were quick when it came to taking my call for setting up my new service and quick to come out and install and after that they will kick you to the curb.

I am very unhappy with GVTC. I tried to cancel my landline, which is around $40.00 monthly since I don't need it anymore. I was told my bill would GO UP $25.00 monthly if cancelled instead of going down $40.00. WTF? I was really angry and told the lady at GVTC and she simply hang up on me. My bill started out around $146.00 monthly a few years ago and it no runs $224.00 monthly with internet, landline (which I never use) and very basic cable tv. I am at wits end what to do.

My wife and I tried for five hours to speak with someone in billing, with no success. Ridiculous hold times, and ten times I entered our phone number as directed by the automatic message, for a call back. Each time, the automated system read back different numbers from what I put in, and omitted numbers each time as well. We have been great customers for years. This level of incompetence should lead to someone being reassigned or fired.

I have received an invoice from GVTC and the cost has been raised for the past three months without explanation from GVTC. Not sure if they sent this in an e-mail or missed it in their invoicing. I have internet and tv service. My October bill was $235.95, November was $242.36, December was $251.80, and January was $259.06. Who knows what February's bill will be and it's a short month.

I called customer service (difficult to reach as you have to listen to several minutes of about them closing their offices-you know Covid-19, register a new account as account numbers have changed, etc.). None-the-less, finally reached a person and was told it was anniversary date (does that always mean price gouge-oops, I mean price increase) and additional fee for the US coffers-Broadcast TV surcharge. Again, no written explanation that I am aware of. Is it time to look elsewhere or will I need to take a second mortgage to pay the cable bill?

Lousy company. Not able to get anyone on the phone Techs seem like they would rather be doing something else. Bottom of the barrel company.

The advertisements are from gvtc Tell me how an offer of $59.95 with 20% off = $47.96 ends up being a bill of $88.55? Their sales representative confirmed that $47.96 would be the bill before taxes were added. I asked their sales people multiple times. Today I called GVTC customer services (Customer Care) and she said that is what it is, call sales.

Have GVTC for over 10 years, while the customer service is great the actual product is terrible. The internet service is terrible, incredibly slow and they don't spend the capital to upgrade their product. Only provider in the area and you are obligated to have the phone service if you have internet service.

Terrible service.! streaming tv, cnn & msnbc, frequently unavailable.

Worst internet! You pay for 250 and get 10-15 most of the time. Try to get support haha! Spent an hour with a low-level tech then they call you a day later or so. Always say "everything is ok on our side". Its a scam! BTW Soraya H if you are going to respond please don't copy and post like your last 20 posts. another scam! Do our job!

Internet connection is the absolute worst! I've had to upgrade from DSL to Broadband to Fiber, and the prices are crazy high, but the service is constantly having issues daily. I rarely report, but when I do call, they answer attempt to resolve, but state it needs to be escalated and someone will call back, but the issues only temporarily get resolved.

You rarely get the speed you pay for. Latency issues big time. Phone prices are insane. Shouldn't be more than $20 for a landline, but it's close to $50! Don't even get me started on the email! Archaic interface that has the least user friendly system for organizing or deleting emails and controlling spam. It gets hacked regularly and all emails get wiped out, and you'll go weeks without an incoming email. Security is extremely low.

Charge existing customers more for the same service as new customers. Customer support could care less. Looking forward to starlink so I can quit these guys.

Have had them for years. Super speed fiber. Great value. Moving today and was in a bind. GVTC helped get me up and running in the house even though it was a challenge - nearly a holiday weekend. The two guys they sent worked their tails off but we're running out of time. They called in reinforcements, more trucks arrived, and the work was done (and done well!) Can't recommend GVTC highly enough.

Our installation in the Canyon Lake/New Braunfels area today went flawlessly. The GVTC tech Chris did a wonderful, detailed, and clean job. He explained how to use the phone app would allow me to easily (re)configure our service, providing guest networks. So far the speeds are great. We'll see how things go later on.

Updating my review: again I'll say employees are great! They do whatever they can to get things right. My internet never got better with their upgraded equipment. I invested in a mesh network for my home and haven't had many issues since. As a result of my equipment, my tv streaming issues are better. We now watch our PPV through a streaming service not on GVTC channels. I'm currently weaning us off cable channels to streaming channels because my $248 GVTC bill every month is a little much for the one or two channels we actually watch. So I'm updating my review to 3 stars instead of 1 because: a) great employees, b) reliability of internet is improved but, c) their equipment still sucks.

Upload Speeds Now 250 Mbps A few days ago I noticed a bump to 250 Mbps upload. The 500/100 plan appears to now be 500/250. No official word from GVTC other than a blog post saying this would happen in 2019. We (at least my neighborhood per the community Facebook page) did have a brief outage last night that resulted in a long hold time, but the rep was pleasant.

Fresh speed tests: Speedtest.net (University of Texas): 478/242 Speedtest.net (Sprint - San Antonio): 518/250 Fast.com (netflix): 440/250 speedtest.gvtc.com: 533/269 ps. The internet plan pages are out of date. The pages reflect a price of $100.95/month for 500/100. The cart reflects around $65 per month for the 500/250 plan, net. pss. Warning: GVTC does not appear to pro-rate.

I started services with the Black Friday $100 credit promotion. A full month's worth of credits were subtracted for a few days of service. The rep didn't understand why this was an issue.