Customer Care: Account FAQs
What requirements are there for setting up services? (i.e. credit checks/deposits)
Upon your request for setting up new services, we will verify your address is serviceable and help you choose the best services to fit your needs. We do run a credit check to see if a deposit is required.
Do I have to sign a contract? Are there any disconnection fees?
While Grande does have promotions that give you the best value on services, we do not have retail customers sign a contract. If for some reason you move out of our serviceable area or otherwise disconnect your service, there are no fees applied for the disconnection. (Any rental equipment must be returned. Fee for truck roll to pick up equipment may apply.)
How can I add a service? Can I move into a bundle?
If you are looking to add any service to your account, you may call into our 24/7 call center and speak with one of our friendly representatives.
What is the "Non-Pay Processing Fee"? When is that fee assessed?
When an account has an unpaid amount on it for 46 days, there is a disconnect work order entered resulting in a $25.00 non-pay processing fee.
If my service was suspended, how long after I make a payment does it take for my services to be restored?
After making a payment on a suspended account, the restoration timeframe is anywhere from 4 to 6 hours. Remember that making a payment at a pay station requires you notifying our 24/7 customer care group of the recent payment as it can take 3 business days for third party payments to be received.
Can I change my payment due date?
The due date on your Grande account is adjustable. Please call our 24/7 customer care center to go over the prerequisites of changing your due date. Please know that your account must be paid in full at the time of changing the due date and the change will result in pro-rated charges.
If I set up recurring payments, how soon will it start debiting my account?
Please allow for one full billing cycle to pass before expecting the first automatic payment to debit your account. A manual payment will need to be made for the balance due following the initiation of recurring payments.
Why am I being charged a "balance forward" when I paid the balance given to me by your system/representative?
Since Grande bills a month in advance, changes made to an account will result in partial billing adjustments.
How do I transfer my services?
Transferring service with Grande is easy and convenient. Simply call our 24/7 call center and speak with a representative to select a date that you need the service connected at your new place.
If I go on vacation, can I place my account on a seasonal suspension?
Absolutely. Grande offers our customers an annual seasonal program. For a minimum of one month to a maximum of six months, you can place your account on hold without the hassle of returning equipment and reconnecting services when you get home. There is a small monthly fee for this service.
What are the taxes and fees associated with my account?
While Grande is able to provide you with a great value for your service, taxes and fees do apply. For questions about these fees, feel free to call our 24/7 call center and speak with a representative.
What is partial billing?
Since Grande bills a month in advance, changes made to an account will result in partial billing adjustments. Partial billing shows any adjustments that were made in the previous billing cycle. If you have any further questions about your bill, please feel free to contact our 24/7 customer care center.
What are my payment options?
Grande has multiple options for our customers to make their payments that are easy and convenient. You are welcome to make a payment online for no charge at www.mygrande.com/onlinepay , over our toll-free Express Payment System at 877-654-1414, at one of our local offices, or by mailing in your payment. You may also make a payment over the phone with one of our friendly staff for a $3.50 convenience fee.
HEB and Money Box are also recognized as payment centers for our Grande customers, but please keep in mind it can take up to 3 business days for a payment at a third party location to process through Grande. (There may also be a convenience fee charged at the pay station which is not Grande related.)
What is my username?
If you have forgotten or misplaced your username for online bill pay, simply click the "Forgot Your Password" option on the login screen. You will then be prompted to enter your account number after which you will click "Reset My Password." You will then be requested to enter your Zip Code, your Primary Phone Number (printed on your bill), and your Account Number again. Click "Proceed with verification" and you will be shown your login id (username) and given the option to enter a new password. You may enter your current password if you wish to keep it.
How do I reset my password?
If you wish to rest your online bill pay password, simply click the "Forgot Your Password" option on the log in screen. You will then be prompted to enter your account number after which you will click "Reset My Password." You will then be requested to enter your Zip Code, your Primary Phone Number (printed on your bill), and your Account Number again. Click "Proceed with verification" and you will be shown your login id (username) and given the option to enter a new password. Click "Save Information" and you will receive confirmation of your request.
Can I view/pay my bills online?
You may both view and pay your bills online for no charge. Go to www.mygrande.com/onlinepay to set up your online account management today! (Note: signing up for online account management does not sign you up for paperless billing.)
Can I sign up for paperless billing?
Yes, you can sign up for paperless billing. Go to www.mygrande.com/onlinepay to set up your online account management. Once logged in to your account management, you will click the "Pay Bill" tab on the top right of your screen. You will then select "Set up Recurring Payments" and "Next." This screen will give you the option to set up recurring payments. You will select "Do not send me a paper statement," and "Submit." You will then receive confirmation of your request.
Can I get help reading my bill?
Yes, there are a number of ways to get assistance with your bill. You may download a detailed explanation of your bill in PDF format here Bill Explanation. ( This will require a PDF reader such as Adobe Acrobat Reader . ) You may also call our 24/7 customer care center or go in to your local office during business hours.