FAQ

  • TV
  • TiVo

    Your Multi-Room TiVo® from Grande is smart, but we understand you may have questions as you discover a new world of endless entertainment possibilities.

    We have provided frequently asked questions to get you viewing, searching, recording, listening, streaming or whatever your heart desires as you say hello to Multi-Room TiVo from Grande.

    About
    Features & Benefits
    Technical
    Order
    Set-Up & Installation
    iPad, iPhone, Android Phone & Online/Mobile Apps
    TiVo Stream
    Opera TV Store

    About

    What is the TiVo T6?
    The TiVo T6 is the most powerful DVR we have ever offered. It comes packed with the same features available on other TiVo DVR's and has more storage space. It can record up to six programs at once and includes a 1 TB (Terabyte) hard drive that can record up to 154 hours of HD content or up to 1,046 hours of SD content. The TiVo T6 also comes with a built-in TiVo Stream for streaming or downloading programs directly to the iPad or iPhone. And it can connect up to four TiVo Mini's.

    The new TiVo T6 is included in our Get-It-All 400 Bundle. It can be added to other bundles for an additional charge.

    How do I know if the TiVo Premiere Q (Multi-Room TiVo) from Grande is right for me?
    If you have multiple TV's in your home, then TiVo Premiere Q (Multi-Room TiVo) sounds like the perfect solution for your home. If you have just one TV in your home, then TiVo Premiere should meet your needs.

    We also have the latest TiVo equipment, the TiVo T6 DVR. The TiVo T6 allows you to record up to 6 shows at one time, stream live TV and recordings to smartphones and tablets inside your home, store up to 154 HD hours or up to 1,046 SD hours. This amazing device also supports multi-room service when used in conjunction with up to 4 TiVo Mini's. The TiVo T6 also has a built-in TiVo Stream.

    What is TiVo Premiere Q (Multi-Room TiVo)?
    Multi-Room TiVo brings the joy of TiVo to every TV and makes it easy to record shows and watch them anywhere in your home. Multi-Room TiVo requires a TiVo Premiere Q to record your shows and a TiVo Mini to watch your recorded shows on different TV's in any room in your home. For example, the TiVo Premiere Q might be connected to the TV in your family room while the TiVo Mini is connected to TV's in your home office, bedroom and/or guest room. You can also connect a TiVo T6 with up to four TiVo Mini's, giving you five rooms with TiVo goodness!

    What can you do with TiVo Premiere Q (Multi-Room TiVo)?
    The question should be "What can't you do?" The possibilities are endless but we will introduce a few of our favorite features:

    • When you have multiple TV's in your home, Multi-Room TiVo makes it easy to record and manage shows with your TiVo Premiere Q and watch them on every TV with a TiVo Mini in your home.
    • Record up to 70 hours of HD programming.
    • Find shows with exclusive TiVo features like Search, WishList® searches, Season Pass® recordings and more.
    • Access Live TV, Grande On Demand and a rich selection of Netflix content — all from one single device — your Grande TiVo box.
    • Record four shows at once.
    • Watch recorded shows on your other TiVo's in the house with Multi-Room viewing. You can schedule and manage recordings on your TiVo Premiere Q (Multi-Room TiVo) and watch them on the TV connected to that device or any TiVo Mini you have connected to other TV's in your home.
    • Take your recordings with you by transferring to your tablet, smartphone or laptop. (Requires additional software available at additional fee)
    • Stream your recorded shows from your TiVo Premiere Q (Multi-Room TiVo) to your iPad, iPhone or iPod touch, using a TiVo Stream (Stream device monthly rental required).
    • Take your recordings with you by transferring to your iPad, iPhone or iPod touch, using a TiVo Stream (Stream device rental required).
    • Listen to your Internet radio stations on Pandora®, Live 365 and Rhapsody and enjoy hundreds of free music channels on the best speakers in your house.
    • Display personal photos from applications like Picasa or Photobucket on your PC, laptop or Mac directly on your TV with TiVo Desktop.
    • Schedule your TiVo device from anywhere on your tablet, smartphone or laptop with our online and mobile applications.
    • Download free TiVo® App for iPad® and iPhone® or Android Phones and uncover a new experience in browsing, searching and managing your TiVo Premiere Q (Multi-Room TiVo).
    • Play free games such as Kaboom, Quizmaster, Rockswap or Blackjack.

    If I have TiVo Premiere Q (Multi-Room TiVo), do all the TiVo devices have the same features?
    When you have Multi-Room TiVo from Grande, you will have a TiVo Premiere Q on the main TV in your home and all other TV's will have a TiVo Mini. The TiVo Premiere Q provides the full DVR capability while the TiVo Mini provides much of the same TiVo experience; access Live TV, Grande On Demand, Netflix, easily find shows with TiVo Search and Browse, watch recorded shows from your TiVo Premiere Q, listen to Internet radio stations on Pandora®, Live 365 and Rhapsody and display photo slideshows from Internet services like Photobucket and Picasa.

    What do I need to get TiVo Service from Grande?
    To sign up for TiVo you need TV service and Power 15 Internet service or higher from Grande.

    Why do I need Grande Internet service?
    Our unique features rely on delivering entertainment across Live TV, Grande On Demand and the web. We like to say it's the fusion of TV and the web, right on your TV. To deliver on this promise, we need to provide your fast, reliable and secure Internet connection with Power 15 Internet or higher. This enables us to guarantee quality and resolve any technical difficulties that may impact your TiVo experience.

    Features and Benefits

    Can I get Grande On Demand with my TiVo Service?
    Yes! Grande On Demand works great with TiVo. Easily search, browse and find the shows you love.

    What features are available?
    So many features*, so many possibilities to explore:

    • One search finds TV shows and movies across Live TV, Grande On Demand, Netflix, and YouTube™.
    • Browse by TV and movie posters to easily find something you want to watch or record.
    • Find shows based on topical collections, event-driven, seasonal, new or popular. Just let your TiVo know what you find interesting and it will find it for you.
    • Discover new movies and shows that you might be interested in with features like the Discovery Bar and TiVo Suggestions.
    • When you have Multi-Room TiVo you can record your shows on your TiVo Premiere Q and watch them on any TiVo Mini you have connected to a TV in any room in your home.
    • Add a TiVo Stream, and watch live or recorded shows on your iPad, iPhone or iPod touch.
    • Use our online tools to schedule your TiVo from anywhere.
    • With WishList® searches, look for an actor, keyword or category, select "Auto-Record" and then every time a shows matching your criteria airs, it will record.
    • Set up Season Pass® recording for all the shows you love, and your TiVo Premiere Q (Multi-Room TiVo) will record them whenever they air, even if they change time slots.
    • Your TiVo tracks your "Thumbs Up" and "Thumbs Down" preferences to learn your likes and dislikes and delivers recommendations tailored just for you.
    • Watch YouTube™ web videos right on your TV.
    • Access your Pandora®, Live 365 or Rhapsody Internet radio stations, podcasts and more.
    • With TiVo Desktop, display your photo library from your PC, Mac or laptop on the biggest screen in your house.
    • Download the free TiVo App for iPad®, iPhone® or Android Phones and discover a new way to browse, discover and share the TV you love.
    • Play a variety of free games such as Kaboom, Quizmaster, Rockswap and Blackjack.
    * Features not available on all TiVo devices.

    How many shows can I record at once?
    You can record four shows at the same time on a TiVo Premiere Q (Multi-Room TiVo) and two shows on a TiVo Premiere. With the TiVo T6 you can record up to six shows at once.

    Can I have multi-room viewing on all the TiVo's in my home?
    With TiVo Premiere Q (Multi-Room TiVo) you can absolutely watch and record shows on your TiVo Premiere Q, while also watching your recorded shows on each TiVo Mini connected to a TV in your home. You can have one TiVo Premiere Q with up to two Mini's.

    With our TiVo T6, it has built-in TiVo Stream functionality and can connect up to four TiVo Mini's.

    I already own a TiVo Premiere. Can I link my current TiVo Premiere to a Grande TiVo?
    Yes. If you have purchased a TiVo Premiere at a retail store, you may set it up to receive Grande TV services by installing a CableCard from Grande, however interactive features such as On Demand are not available. You must register both TiVo's using the same email address. You can use this TiVo account to link your retail TiVo to your Grande TiVo and share shows between the two TiVo's. See below for differences between the services delivered by a TiVo Premiere purchased at a retail store and a TiVo from Grande.

    What is the difference between TiVo Premiere from Grande and the TiVo Premiere that I can get at any electronics retail store?
    TiVo Premiere from Grande combines all the great things that the retail TiVo can do, along with the Grande products and services you need to bring TiVo Premiere to life. You easily search, browse and find shows on Live TV, Grande On Demand, and YouTube™.

    There is also a difference in cost. With TiVo Premiere from Grande, you rent the TiVo device for a low monthly cost. TiVo Premiere from a retail store has an upfront cost of about $100 plus a monthly fee.

    When it comes to service, we are right here in Texas, so you'll always get the answers you need from someone nearby who cares. And should you need assistance with set-up, wireless home networking and installation, our local technical support is here to support you.

    Why can't I use Hulu Plus on my Grande TiVo box?
    Contractual issues between the studios and Hulu impede our ability to offer these features. We value these features as much as our customers and will let you know if they ever become available.

    How many hours of programming can I record?
    With your TiVo Premiere Q (Multi-Room TiVo) you can record up to 70 hours of HD programming, or up to 600 hours of standard-definition programming.

    The TiVo T6 can record up to 154 hours of HD content or up to 1,046 hours of SD content.

    I have access to web video but why can't I search the Internet?
    TiVo has an integrated search capability that finds TV shows and movies across Live TV, Grande On Demand, Netflix, YouTube™ web video's, and delivers personalized programs specifically for you. It is not designed to search the entire Internet.

    Technical

    Do I need a HD (high definition) TV in order to use a TiVo?
    You can connect to both HD and standard definition TVs. However, some features are only available on HDTV connections that support 720p or higher resolution.

    Do I need any other hardware?
    TiVo needs access to the Internet so you will need Grande Power 15 Internet service or higher and a home network.

    What is the size of the hard drive?
    The TiVo Premiere Q (Multi-Room TiVo) has a 500GB hard drive. This can provide up to 70 hours of HD programming or up to 600 hours of standard definition programming. The TiVo Premiere has a 320GB hard drive and provides up to 45 hours of HD programming or up to 400 hours of standard definition programming.

    The TiVo T6 (had a 1 Terabyte (TB) hard drive that can store up to 150 HD hours or up to 1200 SD hours.

    Which video output formats does TiVo support?
    TiVo supports 720p, 1080i and 1080p.

    Order

    If I am not a Grande customer, how do I order TiVo from Grande?
    To be eligible for TiVo you must sign up for Grande TV and Internet (15 Mbps minimum) services. Please contact Grande at 1-866-247-2633 to sign up. Our experienced customer care teams are right here in Texas, so you'll always get the answers you need from someone nearby who cares.

    If I am currently a Grande customer, can I add TiVo to my account?
    We would love to help you say hello to TiVo from Grande. Please give us a shout at 1-866-247-2633 and customer care will review your account and set up everything needed for you to start viewing, searching, recording and enjoying.

    Is a deposit required?
    If you are currently not a Grande customer, when you request new services, we will verify your address is serviceable and we will run a credit check to see if a deposit is required. For existing Grande customers, if you currently do not have any rental equipment with us, or have any history of payment concerns, we will run a credit check.

    Do I have to sign a contract?
    No. If for some reason you move out of our serviceable area or otherwise disconnect your service, there are no disconnect fees. Your TiVo(s) must be returned. Truck roll fee to pick up equipment may apply or you can return at one of our local retail centers.

    Set-Up & Installation

    How do I set-up TiVo from Grande?
    We will set it up for you! When you order TiVo service from Grande we will schedule an appointment for one of our experienced technicians to come to your home and set up the service.

    If I am a current Grande customer and have a DVR, can I exchange it for TiVo?
    Yes, if you would like to switch your Grande DVR to TiVo DVR's please give us a call at 1-866-247-2633. We are happy to switch your service so you can start enjoying a new world of endless entertainment possibilities. Please note there are small price differences between our DVR service and our TiVo services.

    If I am a current Grande DVR customer and switch to TiVo DVR, can I transfer my recorded shows and recording schedules?
    Unfortunately, you cannot transfer recorded shows and recording schedules from your Grande DVR to your new TiVo DVR. We have guides on our website to help you set up your personal preferences, searches and events.

    iPad,® iPhone,® Android® Phone & Online/Mobile Apps

    How can I use my iPad® with my TiVo?
    Turn you iPad into command central. Download the free TiVo App for iPad from the Apple App Store and search, browse, schedule and share without interrupting what you're watching. Use it on the couch for a richer TiVo experience. Your iPad turns into the ultimate TiVo companion and takes your TV watching experience to a whole new level. You can be connected to your home network to enjoy this feature, or use the Away mode, that allows you to use a limited set of features in the app when not connected to your home network.

    If you connect a TiVo Stream to your TiVo Premiere Q (Multi-Room TiVo), you can watch a show as it's being recorded on your iPad and watch it anywhere in your home (additional monthly charge for TiVo Stream may apply). Your TiVo T6 comes with a built-in TiVo Stream and that makes it easy to stream or download programs directly to your iPad or iPhone.

    Is there an iPhone® App I can download?
    Yes, you can download a free TiVo App for iPhone from the Apple App Store. Similar to the iPad App, you can use your iPhone to search, browse, schedule and share without interrupting what you're watching. Now you have your very own pocket-sized TiVo companion. You can be connected to your home network to enjoy this feature, or use the Away mode, that allows you to use a limited set of features in the app when not connected to your home network.

    Is there an Android® Phone App I can download?
    Yes, you can download a free TiVo App for Android Phones from the Apple App Store. Similar to the iPad and iPhone App, you can use your Android to search, browse, schedule and share without interrupting what you're watching. Use it on the couch for a richer, more in-depth TiVo experience, or stay in touch with your TiVo while you're out to browse and schedule recordings. You can be connected to your home network to enjoy this feature, or use the Away mode, that allows you to use a limited set of features in the app when not connected to your home network.

    Can I go online to manage my scheduling and recording?
    Yes, you can use your tablet, smartphone or laptop from anywhere to search for shows and schedule recordings away from home. You can go online to mygrande.com/tivo to access online scheduling.

    Can I use my smartphone to manage my scheduling and recording?
    With TiVo Mobile you can access TV listings and schedule shows to record on your TiVo at home, all from an easy-to-use interface on your web-enabled smartphone. It's easy to start finding shows to record. You can go online to mygrande.com/tivo to access mobile scheduling.

    TiVo STREAM

    What is TiVo Stream?
    TiVo Stream is a transcoding device that seamlessly delivers content stored on your TiVo Premiere Q (Multi-Room TiVo) to alternative viewing devices, such as an iPad, iPhone or iPod touch. TiVo Stream allows for simultaneous watching of recorded content to as many as three devices around the home. You can also download programs to your mobile device for viewing outside the home.

    The TiVo T6 comes with a built-in TiVo Stream so there is no need to purchase a separate TiVo Stream device.

    How is TiVo Stream different from other devices?
    TiVo Stream is the first device to enable streaming or downloading of recorded shows to multiple portable devices around the home without interrupting what is playing on the TV. It also enables users to transfer shows to their mobile devices for viewing on the go.

    Do I need a TiVo in order to use a TiVo Stream?
    Yes, you need a TiVo Premiere Q (Multi-Room TiVo) attached to a TV in your home in order for TiVo Stream to work. The TiVo T6 has a built-in TiVo Stream so a separate device is not required.

    Do I need a TiVo Stream for each TiVo that I have in my home?
    No, you only need one TiVo Stream even if you have more than one TiVo Premiere Q (Multi-Room TiVo) in your home. If you have a TiVo T6 it comes with a built-in TiVo Stream so a separate TiVo Stream is not required.

    What are the technical requirements for TiVo Stream?
    In order to use TiVo Stream you must:

    • Have a TiVo Premiere Q (Multi-Room TiVo) connected to a TV in your home.
    • Connect the TiVo Stream to your wireless router with an Ethernet cord.
    • Wireless router for connecting to your mobile devices.
    • A supported mobile device (includes iPad, iPhone, iPod Touch).

    Can I download content to my mobile devices and watch it when I am away from home?
    You can transfer shows to your mobile device and watch when are away from home. Not all programs may be transferred using TiVo Stream due to the use of copy protection mechanisms permitted under the FCC's encoding rules and the copy protection assigned them by the program provider. These shows usually are marked with a red circle-slash icon.

    Can I watch live TV on my mobile device while watching another program on the TV?
    You can watch "live TV" with your TiVo Stream, but there is a slight delay to allow for the DVR to first start recording the show. The DVR must record the show so it can then send the recorded show to your mobile device. You can catch up to the "live" show by fast forwarding.

    Why does the DVR start recording when I try to watch a live show?
    To watch a "live" program the TiVo Premiere Q (Multi-Room TiVo) must first start to record the show on the hard drive. This may results in a slight delay of the show. You can catch up to the "live" time by fast-forwarding this show.

    What devices can I stream recorded TiVo content from TiVo Stream?
    You can access content via an iPad, iPhone or iPod Touch with iOS version 5.1 or later. Support for Android tablets and phones will be coming soon.

    Can I watch a show on my mobile device while I am recording it on my TiVo Premiere Q (Multi-Room TiVo)?
    Yes, you can watch a show on a mobile device as it is recording.

    How many shows can I watch with TiVo Stream?
    You can watch up to four shows simultaneously on four mobile devices in your home. However, you will need two TiVo Premiere Q's (Multi-Room TiVo) to support four streams. One TiVo Premiere Q will support up to three streams. Watching four shows simultaneously also depends on the bitrate of the source recordings. For example, you may have difficulties streaming four high bitrate HD programs at the same time.

    Will there be parental controls similar to TiVo's TV interface for Stream content?
    No. Currently, the TiVo Stream does not recognize TiVo's parental controls. Therefore, it is possible for a minor to stream a show from a TiVo that was restricted by parental controls. It is up to adults to monitor a child's viewing of TiVo recordings on mobile devices just as they would for any Internet video content. We recommend putting a password on the mobile device itself.

    How so I set up my TiVo Stream?
    Click here for instructions.

    How do I activate or deactivate a TiVo Stream?
    Click here for instructions.

    I already have TiVo Stream. Can I use it with my Grande service?
    Yes, you can use your TiVo Stream with Grande's TiVo Premiere Q (MultiRoom TiVo). Please give us a shout at 1-866-247-2633 and customer care will review your account and set up your TiVo Stream.

    Can I use my Grande TiVo Stream on non-Grande TiVo Premiere Q's?
    No. TiVo Stream sold/provided by Grande are designed to only work with the TiVo Premiere Q's also provided by Grande. They will not work with TiVo Premiere Q's that are purchased in a store or provided by another cable company.

    Are TiVo Stream's included with the Get-It-All Bundles?
    If you select either the Get-It-All 300 or Get-It-All 400 Bundle, you can select a TiVo Mini or TiVo Stream as your additional receiver(s). For example, with the Get-It-All 300 Bundle, you can select either the TiVo Mini or the TiVo Stream. With the Get-It-All 400 Bundle, you can select two TiVo Minis, or one TiVo Mini and one TiVo Stream.

    Opera TV Store

    What is Grande's Opera TV Store on TiVo?
    The Opera TV Store is an online app store that specializes in apps that are optimized for TV. Customers can access Facebook, Opera for Twitter, Opera for Instagram or check local weather and play games — on a much bigger screen and from the comfort of the couch.

    What equipment do I need to access Opera TV Store on TiVo?
    Opera TV Store is accessible through any Grande TiVo set-top box and remote (i.e. Premiere, Premiere Q, Mini). An Internet connection and television set are also needed.

    What apps does the Opera TV Store offer?
    The Opera TV Store offers apps for social networking, games, weather, video, music, news and more.

    • SOCIAL NETWORKING – Facebook, Tvitter (It's Opera for Twitter on your TV) and InstaTV (It's Opera for Instagram on your TV)
    • VIDEOS – like CelebTV, WatchMojo and Vimeo!
    • MUSIC – Pop, rock, jazz and ambient music, to name a few!
    • GAMES – Backgammon, Snake, Sudoku and trivia
    • NEWS & INFO – Mobile Geeks, AP News and AccuWeather
    • OTHER TOOLS – like world clocks and network tests

    How do I access Opera TV Store on TiVo?
    Using your remote, press the TiVo button at the top. From the TiVo Central menu select > Apps & Games > then Opera TV Store. Find new apps based on your interests and likes, all neatly organized on your TiVo.

    What is an example of what can be done with the application?
    You can do things like update your Facebook page, Tweet and post on Instagram, or shop on eBay…all from your TV rather than doing so from a tablet or smartphone. Or you can browse popular news headlines like you would do on the Internet.

    What happens to information I share through these apps?
    Opera TV Store apps may enable you to access or otherwise use third-party products and services, and apps may contain links to third-party websites. Such third parties have their own agreements and policies that govern their collection, use, and disclosure of information. You may choose to link your accounts on certain social networking services with your TiVo account or with your TiVo products (such as a TiVo DVR or mobile app). If you do so, you may be able to publish information to the linked social networking service. Please note that any information you choose to publish to or share with the linked social networking service will become subject to the privacy policy and other terms of the respective third-party service. A third-party may limit access to some interactive features.

    How many apps are available?
    Currently, there are close to 100 apps available with more expected in the months ahead. Availability and quantity of apps are not guaranteed and are subject to changes based on a number of factors including, but not limited to, the popularity, ratings or content of available new apps.

    What is meant by cloud based apps?
    This means that apps are never permanently stored on the TiVo. Instead, TiVo accesses the apps from the Opera TV server.

    Does the Opera TV Store allow customers to customize the experience?
    Opera TV Store enables users a completely customized experience, along with a wide variety of local, national and global content and other applications. Customers can access tons of enabled apps designed for the TV screen. This combination will prove powerful for Grande TiVo customers as it enables them to access web content rights on their existing TVs.

    Is there a way to customize only a few favorite apps that I want to see?
    Yes! Once you enter Opera TV Store, you'll be able to select your favorite apps and place them in your own folder, called "My Apps." From the main screen, highlight and select an app you want to flag as a favorite (for example, Facebook). Once it opens, you'll see an option to "Add To My Apps" at the top. Using your remote, toggle and highlight this option and press "Select" on your remote. Voila! That's all you need to do.

    Once I'm in the "My Apps" folder, how do I get back to the main screen?
    Using your remote, toggle and highlight to the "+" icon on your TV screen and press "Select."

    Are there any other ways to view apps?
    Yes. Once you have accessed the Opera TV Store from your TiVo remote control, there are subcategories at the top of the main screen that can help you narrow the apps you want to see based on topic — including New, Popular, All categories, Watch, Listen, Play, Socialize, Read, Use.

    • New: The latest apps recently added to the Opera TV Store.
    • Popular: The most popular apps based on user reviews — movie trailers, social networking, games and others can be found here.
    • Watch: Videos on CelebTV, Vimeo, Cook and tons of others.
    • Listen: Forte Music Players to listen to different genres of music.
    • Play: Games like Snake, Soduku, Minesweeper and others.
    • Socialize: Access or post on Facebook and Opera for Twitter (tvitter).
    • Read: Get news and weather together on AP News, AccuWeather and more.
    • Use: Access handy, quick apps like World Clocks with up to eight from different time zones; or Biorhythm to check your physical, emotional biorhythm and find out what to expect out of today.

    Is there a way to search for a specific theme, word or topic?
    Yes. At the top of the menu highlight and choose "Select."

    Services subject to availability and may not be available in all areas. Customer must be on the Grande Network for TiVo Stream to operate. Please contact Grande for details.

    * Multi-Room TiVo and service subscription required and sold separately. TiVo Stream is sold separately and can be ordered for an additional fee. MoCA or Ethernet connection required. iPad, iPhone, or iPod touch running iOS5.1 or later required and sold separately. One Multi-Room TiVo is capable of streaming up to three shows at once. Two Multi-Room TiVo's required to stream four shows simultaneously. Ability to stream multiple shows is also dependent on factors including bit rate, resolution, screen size and available bandwidth. To watch "live TV" a recording must first be initiated and there may be a momentary delay. Not all programs may be transferred using TiVo Stream due to the use of copy protection mechanisms permitted under the FCC's encoding rules. Some shows cannot be transferred due to the copy protection assigned them by the program provider. These shows usually are marked with a red circle-slash icon (47 C.F.R. 76.1904). TiVo Stream devices sold/provide by Grande will only work with TiVo Premiere's that are also provided by Grande. They will not work on non-Grande TiVo Premiere's.

    Internet access is required to access Netflix. Customer must have a Netflix-ready device. Netflix is only available on TiVo set-top boxes from Grande; Motorola and Scientific Atlanta/Cisco boxes from Grande cannot access Netflix. Netflix streaming membership required. If you do not have a Netflix membership, you will need to register and accept Netflix's terms and conditions of use. Existing Netflix customers who have compatible TiVo equipment from Grande can access the Netflix service from their TiVo box. Access to some interactive features may be limited by a third party. TiVo and the TiVo logo are trademarks or registered trademarks of TiVo Inc. or its subsidiaries worldwide. All other names, logos, images and trademarks are the property of their respective owners. © 2017 Grande Communications, LLC. Other restrictions may apply. All rights reserved.

  • Flexscreen

    What is Grande FlexScreen?

    Grande FlexScreen provides Grande TV customers access to thousands of online movies & shows on any screen at anytime, anywhere. FlexScreen is available FREE to customers who subscribe to the underlying TV services. Customers can watch thousands of clips, movies, and shows anytime, anywhere in the U.S. on any computer with an Internet connection for FREE! Enjoy entertainment choices from networks like ABC, NBC, Fox, Showtime, HBO, Cinemax, and many more. Many shows are available the day after television premieres, so you won't miss out on your favorite series.

    How do I access FlexScreen?

    Accessing FlexScreen is easy. Simply go to Grande's web portal (mygrande.net), log in with your Grande Username and Password, click on the FlexScreen link on the navigation bar, select a video to watch, click watch now and begin enjoying your program.

    What do I need in order to watch FlexScreen movies and shows on my laptop or portable device?

    To watch your favorite movies and shows on FlexScreen you will need a computer or mobile device, an appropriate level of Grande TV service, a high-speed Internet connection and a Grande Username. Some content may additionally require you to download an app in order to view shows and movies on some mobile devices (ex: Android tablets or phones, iPhones and/or iPads).

    What do I do if I do not have a Grande Username or I forgot my Username or Password?

    If you do not have a Grande Username or forgot your Username or Password please click here to request one or retrieve your current one.

    Can I watch TV shows and movies on my laptop or notebook computer outside of my home?

    Yes. FlexScreen TV shows & movies are available wherever you have an Internet connection.

    Are all TV shows and movies available to view on mobile devices (tablets and smartphones)?

    Not all movies and TV shows are available for mobile devices and some content will only be available by downloading an app. Please see the table below "Content Availability by Device" for more information.

    What TV shows & movies are available to watch on my FlexScreen?

    Grande is constantly adding more content partners to view on FlexScreen. Here is a list of network channels that are available today.

    [adult swim]
    Access Adult Swim Gold, a new service that gives you unlimited access to full-length Adult Swim episodes online, anytime. Adult Swim is available on your computer iPad, iPhone or Android devices. Adult Swim requires minimum subscription to Expanded or Preferred TV on your Grande TV service.

    Cartoon Network
    Watch the latest FULL episodes of your favorite cartoons like Ben10, Ninjago, Pokemon, Scooby-Doo!, Clone Wars and Thundercats on your computer iPad, iPhone or Android devices. Cartoon Network requires minimum subscription to Expanded or Preferred TV on your Grande TV service.

    CNN
    Watch CNN live and HLN (Head Line News) live on your computer, iPad, iPhone or Android devices. CNN Live and HLN Live require minimum subscription to Expanded or Preferred TV on your Grande TV service.

    ENCORE® Play
    Access hours of original series and movie programs right on your computer, iPad, iPhone or Android devices. ENCORE Play requires a subscription to the ENCORE premium channels on your Grande TV service.

    FOX Business
    Catch the financial news in real-time that impact both Main Street and Wall Street on your computer, iPad, iPhone or Android device. FOX Business requires minimum subscription to Premier TV on your Grande TV service.

    FOX News
    Watch the 24-hour all-encompassing new service on your computer, iPad, iPhone or Android device. FOX News requires minimum subscription to Expanded or Preferred TV on your Grande TV service.

    HBO GO®
    Over 1,400 hours of HBO programming is available with HBO GO through any computer, iPad, iPhone, select Android devices and Roku. HBO GO requires a subscription to the HBO premium channels on your Grande TV service.

    Hulu
    Similar to the free content on Hulu.com, Hulu includes thousands of movies, shows and video clips from ABC, NBC, Fox and many others.

    Longhorn Network
    At LonghornNetwork.com, you can put your eyes upon Texas anywhere, anytime. With an authenticated account, you can stream content live on your computer or laptop, or check the top headlines of the day around the 40 acres. LonghornNetwork.com also takes you inside the program with exclusive clips you can only see on Longhorn Network.

    MAX GO®
    Hundreds of hours of Cinemax programming are available with MAX GO through any computer, iPad, iPhone or select Android devices. MAX GO requires a subscription to the Cinemax premium channels on your Grande TV service.

    MOVIEPLEX® Play
    Catch a range of top movie hits from Action, Adventure to Romance, Sci-fi and everything in between on any computer, iPad, iPhone or select Android devices. MOVIEPLEX Play requires a subscription to the MOVIEPLEX premium channels on your Grande TV service.

    SHOWTIME ANYTIME®
    Watch SHOWTIME wherever and whenever you want on your computer, tablet and mobile devices. Get unlimited on-demand access to SHOWTIME Original Series, Hit Movies, Sports, and much more. Plus, you can now watch what's currently airing live on SHOWTIME. So no matter where you are you never have to miss a moment! SHOWTIME ANYTIME requires a subscription to the SHOWTIME premium channels on your Grande TV service.

    STARZ® Play
    Watch full episodes of STARZ original series such as Da Vinci's Demons, Magic City and Spartacus. You can also access hundreds of movie titles through any computer, iPad, iPhone or select Android devices. STARZ Play requires a subscription to the STARZ premium channels on your Grande TV service.

    TBS
    Watch full episodes of TBS original series like Conan, Meet the Browns and Tyler Perry's House of Payne as well as fan-favorites like The Big Bang Theory, Family Guy and Seinfeld, there's something to tickle every funny bone. Available on your computer iPad, iPhone or Android devices. TBS requires minimum subscription to Expanded or Preferred TV on your Grande TV service.

    TNT
    Watch full episodes of award-winning TNT original series like The Closer, Rizzoli & Isles and Falling Skies along with pulse pounding favorites like Supernatural and Bones and blockbuster full-length feature films, there's something for every drama lover. Available on your computer iPad, iPhone or Android devices. TNT requires minimum subscription to Expanded or Preferred TV on your Grande TV service.

    TruTV
    24/7 access to more than 500 full-length episodes from over 20 of your favorite TruTV shows on your computer iPad, iPhone or Android devices. TruTV requires minimum subscription to Expanded or Preferred TV on your Grande TV service.

    Content Availability by Device

    The table below shows the availability of movies, TV shows and videos by device type.

    Partner Network Computer
    (Windows or Mac)
    iOS App Android App Kindle Fire Roku Box XBOX 360
    [adult swim] Yes Yes
    Cartoon Network Yes Yes
    CNN Yes Yes
    ENCORE® Play Yes Yes Yes Yes
    FOX Business Yes Yes Yes
    FOX News Yes Yes Yes
    HBO GO® Yes Yes Yes Yes Yes Yes
    Hulu Yes
    Longhorn Network Yes Yes
    MAX GO® Yes Yes Yes
    MOVIEPLEX® Play Yes Yes Yes Yes
    Showtime Anytime® Yes Yes Yes Yes
    STARZ® Play Yes Yes Yes Yes
    TBS Yes Yes Yes Yes
    TNT Yes Yes Yes Yes
    TruTV Yes

    Can I set up or adjust parental controls with FlexScreen?

    Yes, you can change your parental control settings for FlexScreen. Log in to Grande's web portal (mygrande.com) and click on "Manage Accounts" under the "Portal Controls" section on the navigation bar (on the right hand side above the Log In link). From there you can change the movies and TV shows ratings settings up or down depending on the type of content you would like to watch.

    What is the recommended download speed to view movies on FlexScreen?

    A minimum download speed of 3 megabits per second (Mbps) is recommended. However, the faster the download speed the better the viewing experience will be.

    Why is some content only available for a limited time?

    In some cases, content is only available for a designated period of time (e.g., "Available until 8/15/2013"). These time limits are determined by the producers/owners of the programming or network and not by Grande; they frequently refresh their content, rotating many movies and TV episodes in and out of their lineups.

    I cannot watch movies through SHOWTIME ANYTIME®, HBO GO®, MAX GO®, STARZ® Play, ENCORE® Play or MOVIEPLEX® Play what can I do?

    To access SHOWTIME ANYTIME®, HBO GO®, MAX GO®, STARZ® Play, ENCORE® Play or MOVIEPLEX® Play content you must subscribe to the premium network as part of your Grande TV service package. If you are an currently a premium digital package subscriber and cannot log in to SHOWTIME ANYTIME®, HBO GO®, MAX GO®, STARZ® Play, ENCORE® Play or MOVIEPLEX® Play please contact our Technical Support Center. Click here for contact information.

    I cannot watch CNN live, HLN live or full episodes from Cartoon Network, TruTV, TBS, TNT, [adult swim], Fox News, Longhorn Network what can I do?

    To access CNN live, HLN live or full episodes from Cartoon Network, TruTV, TBS, TNT, [adult swim], Fox News, Longhorn Network you must subscribe to Expanded Cable, Preferred TV or higher level of service. If you currently have one of these services and cannot log in to these sites please contact our Technical Support Center. Click here for contact information.

    I cannot watch Fox Business what can I do?

    To access Fox Business Network you must subscribe to Digital Cable or Premier TV service. If you currently have one of these services and cannot log in to these sites please contact our Technical Support Center. Click here for contact information.


    FlexScreen service not available in all areas. Specific third party content subject to availability and may change. Please contact Grande for details. Some content may require additional levels of Grande TV service to view content. Content not available on all devices. Content is only accessible in the U.S. where High-Speed Internet connection is available. Service requires minimum Power 15 Internet service for HD viewing. Select titles not available in HD. SHOWTIME ANYTIME®, HBO GO®, MAX GO®, Starz Play, Encore Play, and MoviePlex Play are only accessible in the US and certain US Territories where a high speed internet connection is available. Minimum Power 15 Internet connection required for HD viewing on laptop. Select titles not available in HD. Minimum 3G connection is required for viewing on mobile devices. Some restrictions may apply. HBO®, Cinemax® and related channels and service marks are the property of Home Box Office, Inc. © 2017 Home Box Office, Inc. All rights reserved. Starz®, Encore®, and MoviePlesx® and related channels and service marks are the property of Starz Entertainment, LLC. © 2017 Starz Entertainment, LLC. All rights reserved. Longhorn Network © 2017 Longhorn Network. All Rights Reserved. CNN, Cartoon Network, TBS, TNT, Adult Swim and TruTV are all ©, ® and ™ 2017. Turner Broadcasting System, Inc. A Time Warner Company. All rights reserved. Fox News and Fox Business Trademark are TM and © 2017 FOX and its related entities. All rights reserved. © 2017 Showtime Networks Inc. All rights reserved. SHOWTIME and related marks are trademarks of Showtime Networks Ins., a CBS Company.
  • Internet

    Internet
    Email
    Security
    Connection Problems
    Wireless Home Networking
    Wired vs. Wi-Fi

    Internet

    Can I use any browser I want?
    Yes, any browser you choose to surf the web with will work.

    Email

    What are the SMTP and POP mail servers for Grande? (Use for email software such as Outlook, Entourage and Thunderbird and wireless handhelds such as Blackberry or iPhone.)

    SMTP/Outgoing: mail.mygrande.net
    POP3/Incoming: mail.mygrande.net

    How many email mailboxes/accounts can I have?
    You will get up to 5 free email addresses with your Grande Internet service.

    How do I access my Grande email?
    You can check your Grande email anywhere by browsing to www.mygrande.net with your username/password that Grande provided you.

    What is an email "master account"?
    If a master account has been created for your account, it will be the only login capable of managing your Grande email accounts. Log in to Email Administration to see if you have a master account. If you have a master account set up, the UserID will be your account number.

    If you would like to have a master account created, or if you do not remember your password, please call Technical Support and we will assist you.

    How do I create a Grande email account?
    Email accounts are usually created automatically when you sign up with Grande Internet services. If you did not receive any information regarding your email, please contact Technical Support and we will assist you.

    Can I create additional email accounts?
    Yes, you can create up to 5 email accounts. Log in to https://admin.mygrande.net to add more email addresses.

    Can I change my password online?
    Visit https://admin.mygrande.net to change your password and manage your account.

    How long does Grande keep my email on the server?
    All unread mail will be stored for a MINIMUM of 60 days before being deleted. Mail that has been downloaded but not deleted (this would include email viewed but not deleted with Webmail) will be stored for a MINIMUM of 30 days.

    If you have an extended absence where you will be unable to check mail within this time frame, please email support@mygrande.com and we will temporarily mark your account to allow longer storage duration.

    How can I keep read email longer than 30 days?
    Make sure you move any messages you'd like to keep out of your inbox or download them directly to your computer.

    Do you back up my email messages?
    Yes. All of your email is stored on our servers so your email is safe. HOWEVER, if you delete an email, it is gone forever! We suggest you always download important email to your own computer and back up your system frequently.

    How do I access my Grande email when I am away from home?
    Grande email gives you the ability to check your email from any computer with Internet access. You can use any web browser, such as Internet Explorer or Firefox. Type http://webmail.mygrande.net in the address bar of the browser. Once the page has loaded, click Mail and enter your email address and password.

    Are there any email restrictions?
    The storage limit of your Grande email account is 100 MB.

    The size limit for sending an email is 50 MB. Remember that an attached file that is only 15MB in size can result in a 20MB email. An alternative is to use Grande's FTP server to transfer large files (ftp.grandecom.com)

    Does Grande have an anonymous FTP server that I can use?
    Yes. You can use ftp.mygrande.com for transferring large files.

    How do I forward my Grande email to a new account?
    Visit https://admin.mygrande.net to set up email forwarding.

    What is email phishing?
    Phishing is the term used by Internet scammers who imitate legitimate companies in emails to entice people to share user names, passwords, account information or credit card numbers.

    There are several steps you can take to make sure you never fall for one of these scams. Visit http://onguardonline.gov for more information.

    Contact your bank or credit card company if you think you may have replied to a fraudulent email with sensitive personal information.

    Who is "MAILER-DAEMON" and why are they emailing me?
    MAILER-DAEMON is part of our mail system. If there is an error in delivering an email you sent, it will return the email to you along with an outline of the problem at the top.

    NOTE: Read your Mailer-Daemon messages! The message is just a courtesy notification. In the case of temporary failures, the Grande email system will continue to attempt to deliver your message every 15 minutes for the next 5 days. If at that point your message still does not get through, it will be returned to you with a permanent failure error.

    Security

    Does Grande offer protection from viruses and spyware?
    Yes. Grande offers a free anti-virus program with most internet packages. A Grande customer service agent can explain what packages come with our free Anti-Virus program and options to protect other computers in your home.

    How secure is wireless home networking? Can I prevent others from using my access?
    Using the WI-FI certified protocols will ensure your data remains private and restricted to authorized users. Grande offers a Wireless Home Networking service so that you can get professional installation to secure your network. Contact us to learn more.

    How do I report email abuse?
    Please report all email abuse to abuse@mygrande.com .

    My computer is sending out spam. What do I do?
    We suggest that you purchase an antivirus program and scan for spyware and viruses that may be causing the issue. Grande offers SecureIT and SecureIT Plus as a solution to protect your computer from viruses that can cause harm to your computer. In some cases you may need to contact a professional to assist you with ensuring your system is free of viruses.

    Connection Problems

    What should I do if I can't connect to the Internet?
    In many cases, simply rebooting your computer and your equipment may resolve your problem. Begin by powering off all of your devices and disconnecting the power cable from your cable/DSL modem. Next, restore power to your modem and wait for the modem to resynchronize which is usually indicated by a solid green 'Ready' light on the modem. Once the modem is synched, power on your router, if one is present, followed by your computer. If this does not resolve your issue, please contact our technical support center for further assistance.

    What do I do if I get a new computer?
    It's usually as simple as plug and play. Connect your new computer, power cycle your modem and router in that order and you should be able to connect to the internet. In some cases a restart of the computer is required after power cycling the modem and router.

    Do you offer a live chat for customers who need help?
    We currently do not offer online chat support, but are hoping to do so in the near future. Stay tuned.

    If my modem is not working properly, can I exchange it?
    Absolutely. If you rent/lease your modem from Grande you can call our local technical support team and they can make an assessment of your modem and help determine whether or not the modem may need to be replaced. If the modem is considered an issue, you can exchange your modem at your local Grande retail center or have a technician scheduled to visit your location to evaluate and replace the modem.

    If my cable goes out, does my Internet go out too?
    This will not happen in all cases, but it's possible depending on the cause and length of the issue. Call technical support if you have any problems.

    Wireless Home Networking

    What is wireless home networking?
    Wireless Home Networking service lets you connect multiple PCs, laptops, gaming consoles, tablets and other wireless devices throughout your home using a wireless router provided by Grande. We have simplified the process to set up your own wireless home network with our new cable modem with an embedded wireless router.

    Will choosing the wireless home networking solution affect the speed and/or quality of my Internet connection on any of my computers?
    Many factors can impact computer speed, such as a weak wireless signal. A wireless signal is limited by obstructions such as walls and floors, as well as distance. Your router needs to be placed in a position that will allow for a stronger wireless signal for all devices connected to your wireless home network.

    Can Grande set up my wireless home network for me?
    Grande can professionally install wireless networking in your home. Please contact Grande Customer Service if you would like to set up an appointment or understand any associated costs for this service.

    How can I protect my wireless home network?
    Keeping your wireless home network secure is important. If at any time you feel that your network has been compromised, we strongly recommend that you secure your wireless network by changing your personal settings, such as your network name and/or network password. Don't hesitate to contact Grande Customer Service with any wireless home network security related questions.

    Wired vs. Wi-Fi

    Why am I not getting advertised speeds on my Wi-Fi network?
    Grande's advertised Internet speeds are based upon a direct connection to the modem. Actual wireless performance will vary and depends on many factors, including interference with other wireless devices, the amount of bandwidth others are using on your Wi-Fi network, interference from large mirrors, fish tanks, appliances and obstructions such as walls between you and the wireless router. The more Wi-Fi devices active within a home network, the more your speed will have to be shared between those devices. Not all devices are capable of today's fastest speeds and will often slow down the Wi-Fi transmission to suit the slowest device.

    What factors affect the speed of my Internet access?
    Here are some of the top factors that will impact your speed:

    • Whether you are directly "wired" to your Internet connection or operating on a "wireless" network or Wi-Fi network. Wired connections always deliver faster speeds than Wi-Fi.
    • Top things that slow down your wireless speed:
      • Location, location, location - make sure your modem and router are in an open, central location and up off the floor to achieve a good signal broadcast.
      • Walls, doors, floors, metal, furniture and appliances can all block or reduce your Wi-Fi signal.
      • The number of devices using your Wi-Fi connection at one time may slow you down. Turn off those devices not being used. Wi-Fi connections may go as slow as the slowest device being used on your Wi-Fi network.
      • Viruses - run regular virus scans and keep your devices clean.
    • Check your equipment. Can your tablet, PC, laptop, smartphone and modem deliver today's speeds? Different equipment has different speed capabilities and some are unable to deliver todays' fastest speeds and could slow you down.
    • Always use a password for your Wi-Fi connection. Using a password prevents others from using your Wi-Fi without you knowing.

    What is the difference in Internet speed when using a "wired" vs. "wireless" connection?
    Grande Internet service provides download speeds up to 400Mbps and upstream speeds up to 20Mbps (1Gbps upload/download in select locations).
    Your Internet service can be utilized in a wired mode by connecting your device to the Grande modem with an Ethernet cable or wirelessly using a Wi-Fi router. This Wi-Fi router can be provided by you or by Grande as part of our wireless home networking service.
    What's the difference? When a device is connected with an Ethernet cable, it can achieve its fastest speeds. Wireless speeds will not be as fast as wired speeds and the speed you do achieve via Wi-Fi will depend on a variety of factors.

    Is my Internet speed affected by the number of devices I use?
    Yes. Today's U.S. household has over ten Internet-connected devices. With various types of devices connecting to the Internet in your home, it's important to understand the speeds those devices are capable of delivering.
    Specific devices will be limited by their Wi-Fi capability or their wired connection speed if your devices are directly plugged in to your modem. Different devices can support certain maximum speeds, many of which are often lower than Grande's top Internet speed of 1Gbps. For details on the speeds your device can support, consult your user manual (for your tablet, smartphone, laptop, television, gaming system, blue-ray player, etc.) or manufacturer's website.
    As a Grande Internet customer, you can connect many devices and utilize them to surf the Internet, keep in touch with friends and family, find the best entertainment and play games online. Just note that the more devices you connect to your router, the more your speed is divided amongst them. So, advertised speeds will not be achieved on every single device when they are all in use. Instead, speed is shared between them. Grande Internet does offer all the speed you need. Just make sure you have a device that can support your speed.

    What is the difference between a modem and a router?
    A modem is the device that connects you to the Internet. A router is a device that distributes that Internet connection over multiple devices (computers, tablets, phones) either with an Ethernet cable or via a wireless signal. In many cases, the router is built into the modem resulting in a single device that accomplishes both purposes. The Wi-Fi router can be provided by you and connected to a Grande modem, or Grande can provide the Wi-Fi router as part of our Wireless Home Networking service.

    What is the maximum number of wireless users I should have on my router?
    The maximum number of wireless users you can connect through a Wi-Fi router differs from one router brand to another. Good performance is attainable with multiple devices sharing an Internet connection. But the more devices you connect, the more your speed is divided amongst those devices and the slower your wireless speed will be on each device. If Grande provides your wireless home networking service, go here for more information:
    http://mygrande.com/internet/resources/faq
    If you purchased your own router, please consult the user guide that came with your router. Here are sites for some of the more popular manufacturers: http://www.linksys.com; http://www.netgear.com; http://www.belkin.com; http://www.dlink.com

    Is the location of my Wi-Fi modem or router important to my wireless speed?
    Yes, the location of your Wi-Fi modem or router is very important to your wireless speed. The farther your computer or other devices are from the router, the slower the speed of your wireless Internet connection. It is always best to place the Wi-Fi router or modem in an open, central location and up off the floor. This will provide the best wireless coverage to the most number of devices. Distance from your router to various obstructions can cause interference with your router's signal and slow down your wireless connection. Obstructions that can cause interference may include kitchen equipment (microwave ovens, refrigerators, etc.), baby monitors, physical obstructions such as fish tanks, large mirrors, walls and floors, garage door openers, cordless phones, florescent bulbs and other Wi-Fi networks in your area. Identifying the specific interference is difficult due to multiple factors in a typical home.

    What is the recommended distance between household appliances and my in-home Wi-Fi device?
    The recommended distances between household appliances and your in-home Wi-Fi device are:

    • Microwave ovens - approximately 40 feet
    • Baby monitors - approximately 20 - 40 feet
    • Cordless phones - approximately 20 - 30 feet
    • Bluetooth® devices - approximately 20 feet

    Are there other ways to maximize my wireless network performance?
    Aside from minimizing interference, there are several considerations that could extend your Wi-Fi network's range. Wi-Fi extenders provide more coverage or reach in the house but will not typically increase speeds.

  • Phone

    Do I need to buy a special type of phone or other equipment?
    No, your current home phone will work with Grande Phone service.

    Will my fax machine work with Grande Phone service?
    Grande Phone service is compatible with most fax equipment brands. If you have Basic, Essential or Optimum Phone service, make sure that your fax speed is set to the lowest level.

    Will my current answering machine work with Grande Phone service?
    Yes, your answering machine will work with our Phone service. If you currently have Grande Voicemail service set up, you will need to disable Grande Voicemail.

    Customers with access to the Online Phone Manager can disable voicemail through the online manager. If you do not have access to online phone manager please Contact Customer Service to disconnect voicemail service.

    Will my caller ID display work with Grande Phone service?
    Any Caller ID unit should work with our Phone service; make sure your Phone service includes the Caller ID feature.

    Does Grande Phone service offer Voicemail?
    Yes, Voicemail service is included with certain Phone packages and can be added as an option to most phone plans.

    How do I make long distance calls?
    Simply pick up the phone and dial 1 + the area code + the number you want to reach.

    Can I select my own phone number?
    Grande doesn't provide vanity numbers, however we do offer a selection of available numbers from which you may choose.

    Can I keep my current phone number?
    Yes, with Grande you can port your landline number over from most other providers within the same service

  • Account FAQs

    New Accounts

    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. 

    Billing

    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 billing.mygrande.com, 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 $3.95 convenience fee.

    HEB and Speedy Cash 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.)

    Account Management

    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 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.  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 billing.mygrande.com 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 billing.mygrande.com 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.

  • Technical FAQs

    Internet

    Can I check my email when I'm away from home?

    Yes. The Grande web portal provides an alternative way to check email from any browser on any internet connected machine when you are away from home. You will use your standard Grande Username and Password to log into the Grande Web Portal. You will find that WebMail has all of the basic functionality of a standard email program. For your convenience, all email viewed in WebMail will remain on our email servers until you physically delete it. You can delete email from within WebMail, or simply retrieve it with your regular email program when you get back home. To connect to WebMail:

    Click on your start menu, then click the Internet Explorer icon.

    Type http://mygrande.net in the toolbar Address line and press Enter.

    To log into the Grande Web Portal you click on the Log-in link and enter your Grande username and password.

    Once you have logged into the Grande Web Portal you will be able to check your Grande email using the MyGrande Email link on the right side of the page.

    Can I get rid of my dial-up modem if I have a Grande cable modem?

    It depends. Cable modems cannot be used to dial in to networks or dial fax machines. You may find that you need to keep your regular dial-up modem to perform certain functions, such as remote access, sending and receiving faxes, voice mail and electronic bulletin boards.

    Do I need a surge protector?

    We recommend that you have a surge protector.

    What is a Dynamic IP address?

    Just like giving someone directions to your home by using your home address, a Dynamic IP address tells other computers on the Internet how to find your computer. Grande will assign a Dynamic IP address that will change at regular intervals to maintain network security and optimize available IP space. In other words, you will have a Dynamic IP address but it will vary on a regular basis.

    Will I have my own Dynamic IP address with Grande high-speed Internet?

    You will be assigned a Dynamic IP address.

    Will I be protected from viruses with Grande high-speed Internet?

    Computers catch viruses in many ways, primarily by execution of a program containing a virus. Caution must be exercised on any online service and virus protection is always the responsibility of the computer owner.

    Does Grande provide any filtering software?

    Yes, Grande offers filtered content services that allow you to block unwanted Internet sites. Filtered Services are available for a small monthly fee.

    Who do I call if I have questions or problems?

    Grande provides technical support 24 hours a day, 7 days a week to answer questions online or over the telephone. Please contact your local Grande Customer Care Center with any questions or problems.

    http://mygrande.com/san-marcos/contactus

    What about security on the system? How do I know that my credit card information cannot be stolen?

    Security is a concern for many users on the Internet. At websites where you see the yellow lock symbol at the bottom right side of your browser--if the yellow lock is in the locked position, this indicates an encrypted session (at the installed strength of the browser on your computer). This makes any transaction conducted over the Grande network equally secure to those done over any ISP. As with any credit card transaction, we advise you to use the normal precautions.

    What is the difference between cable modem service and DSL service?

    The main difference between cable modem and DSL technology is the network underlying the service. DSL service uses the public telephone network for transmission while cable modems use a completely separate broadband, high-speed network. Telephone solutions tend to degrade and slow down the further away your home is from the telephone company's central office. Grande's high-speed Internet service is superior in this respect because Grande provides all users the same service regardless of their physical location.

    How does Grande compare to the competition?

    While Grande's competition also uses cable modem technology to deliver high-speed Internet service, the underlying network is the main difference. Grande's high-speed network is designed with more fiber-optic cable going deeper into the neighborhood (fiber provides an advantage of having faster throughput and less interference). Fewer people share network capacity with Grande, which means service does not degrade as more people access the network.

    How long does it take to install the cable modem and get me up and running?

    The time required for installation varies depending on the type of equipment and operating system you have. Generally we allot approximately two hours. In addition to installing all necessary hardware and software, the Broadband Communications Technician allots 30 minutes for user training to help you make the most of your new Grande service.

    How does Grande's modem connect to my computer?

    The cable modem requires a Network Interface Card (NIC) to be installed in your computer. This card gives your computer an Ethernet connection that allows the computer and modem to communicate at high speeds.

    Will I have trouble with two modems connected to my computer?

    The Grande connection is more similar to a network connection, in that a network card is inserted and connected directly to the cable modem. The modem itself is not connected directly to a serial port so both types of modems can reside in your computer. However, if your computer already resides on a network, there may be a conflict between your current Network Interface Card and the Network Interface Card that supports the Grande software.

    Phone

    May I keep my number if I switch to Grande's phone service?

    Yes. You have the option of keeping your existing number or requesting a new number from Grande Communications. Grande may be able to offer you a better or easier number to remember, or we may even be able to provide you with "vanity" numbers such as ###-CATS or ###-HOME. Call your Grande Customer Care Center for more information.

    May I keep my current long-distance carrier?

    Yes. You can keep your current long-distance carrier, but only if they have requested access to Grande's network. Not all long-distance carriers have requested access. Also, if you select Grande as your long-distance provider, you can select a call plan that is right for you - all on one bill.

    Do I receive a discount on telephone service if I'm a cable customer?

    Yes! You will save a significant amount of money when you sign up for more than one service.

    Will I be in the local phonebook?

    Yes, unless you request to not be included in the local phone book.

    How do I dial Directory Assistance?

    Dial 1-4-1-1 for all Directory Assistance calls at $.50 per call. Assistance Call Launch is provided free of charge. Long-distance charges apply to calls outside your local calling area.

    May I purchase long-distance and local service separately?

    You can purchase Grande local phone service with your choice of long-distance carriers. However, in order to have Grande's long-distance service, you must subscribe to Grande's local phone service.

    What is a flutter dial tone?

    Flutter dial tone is a tone interrupted by brief periods of silence. If you have a voice mail, you are notified of new messages by the "flutter" dial tone when you pick up the phone.

    What is digital telephone service?

    Digital telephone service allows clearer and cleaner transmission of the voice signal delivering a much higher quality service than the standard copper wire networks.

    Is there a monthly fee with the In-Bound Domestic 800 service?

    No, you only pay when someone calls you. It is a small charge per minute from anywhere in the lower 48 states. If a call is placed from a pay phone, there is a $.35 charge per call.

    I have a home-based business. Can my home line telephone number be listed in the business white pages?

    You must be a business line customer to be listed in the business white pages.

    How do I get my business phone number listed in the Yellow Pages of the phonebook?

    As a result of business listing in the White Pages, a Yellow Pages representative will contact you about an advertisement in the Yellow Pages section. Contact the Yellow Pages directly if you do not hear from them soon. Grande Communications does not sell or promote Yellow Pages advertisement space.

    Is my telephone bill included or separate from my Internet and Cable TV bill?

    Yes! You will save a significant amount of money with Grande Bundles and GrandePacks.

    Is Grande going to save me money?

    Grande provides high-speed Internet, local and long-distance telephone, and digital cable services at very competitive prices. And if you choose a Bundle or GrandePack, you will save significantly more.

    Since I have unlimited long-distance on my cell phone, do I have to take the 300 Minute Call Plan that comes with the Total and Elite Bundle?

    The 300 Minute Call Plan is included and although you may find there are some months you don't use it, you have the advantage of using the minutes anytime you want. You can also select to upgrade to Unlimited Domestic Long-Distance for only $5.00 per month. Then you can select a less expensive cell phone plan.

    Cable

    What is the difference between Digital Cable and Expanded Cable service?

    Digital cable offers digital quality picture and sound and provides more channels of programming which equals a better value for you. Other features Digital Cable offers are 24 hour, commercial free music; Pay-Per-View movie, event and sports channels and an Interactive Program Guide which gives you more control over your TV. Get all that cable has to offer with Digital Cable.

    What is the benefit of Digital programming?

    Grande Digital Cable offers more variety...everything from Home Theatre (Pay-Per-View) to 24-hours a day, commercial-free music. Plus, the on-screen interactive programming guide gives you control of your TV. With Digital Cable, you can set favorite channels, block channels and programs from the kids and control Pay-Per-View purchases through a PPV purchasing PIN.

    What is HDTV?

    HDTV stands for high-definition television. HDTV is a class of digital television that provides a very high-resolution picture with Dolby digital surround sound. The higher resolution picture, displaying up to ten times more image detail than standard TV, is the primary selling point for HDTV. HD signals also display in 16:9 aspect ratio as opposed to the standard 4:3 (a loss of up to 55% of the frame on movies filmed for the big screen), this allows viewers to see the whole screen.

    What is the difference between analog, digital and HDTV?

    Analog: Standard picture and sound quality with up to 80 channels. Digital: DVD picture and sound quality with more than 300 channels. HDTV: 10 times better resolution/image detail than analog with up to 28 channels currently available; more channels will be added in 2008.

    How many channels are available on HDTV?

    Currently Grande offers up to 28 channels in HD format. Grande will continue to add more HD channels in 2008.

    What are the requirements for receiving HD programming?

    If you are a Grande customer, you need to subscribe to Digital Cable, have an HDTV TV set with either a built-in tuner or an add-on tuner and an HDTV receiver.

    How much does HDTV cost?

    At this time, there is no additional cost to receive the broadcast channels in HD format. The broadcast signals are included in Digital Cable. Customers who subscribe to the HD Tier will receive 15 channels of HD programming for $9.95 per month. Customers who subscribe to the premium channels (HBO, Showtime, Cinemax and Starz) will receive the matching HD channel at no additional cost.

    What is a DVR (Digital Video Recorder)?

    A DVR is a service that allows you to record and store television programming on a hard disk drive in your digital receiver so that you can access this programming at any time. The DVR functions like a VCR, without a videotape and with more sophisticated recording and playback options. Choose from live television or recorded content. A DVR will allow you to stop, pause, rewind, or fast-forward your program. For example, if you receive a call in the middle of a program, a DVR will allow you to pause the show, recording the content from the moment of the pause, and resume viewing where you left off.

    What is the difference between a DVR and VCR?

    DVRs store content in a compressed digital format onto a hard disk drive (like a computer), which alleviates storage limitations of VCR tapes. VCRs use VHS or Beta tapes to store information in an analog format. VCR tapes can only capture up to six hours of programming while a DVR can store between 30 and 50 hours. DVRs also provide more sophisticated recording options. For example, it can be programmed to record an entire season of your favorite show.

    Will I need to purchase any special equipment to use Grande's DVR service?

    No, you do not have to purchase any additional equipment. There is a monthly subscription fee of $9.95 per DVR and your digital receiver will be replaced with a DVR enabled receiver.

    I am a basic cable customer. Will Grande's DVR service be available to me?

    Yes, however, you will need to upgrade to Grande Digital Cable to be able to receive the DVR service. This is because the DVR service will only function with the DVR receiver.

    Do I get premium service on all TV sets in the house?

    If you subscribe to any premium service, you will receive the multi-channel premium service on those TV sets connected to a digital receiver.

    Who decides what channels are added?

    We consider how the channel will appeal to customers and how adding the channels will impact the cost of cable service. By choosing channels with a broad appeal and reasonable cost, we can continue to improve the channel lineup and minimize rate increases. Also, as we receive letters and telephone calls requesting different channels, we take these requests into account. We also rely on research on what customers across the country are watching and what new services are likely to be considered valuable additions.

    Can I get Grande Communications cable on all the TV sets in my house?

    Grande does not require a digital receiver for Expanded Cable. Those services are always available on all TV sets in the home connected to a cable outlet. Digital Cable does require a digital receiver for each TV set. One digital receiver is included in the Digital Cable package. Additional digital receivers may be leased from Grande for a small monthly fee. Only those TV sets equipped with a digital receiver will get the digital services. The other TV sets in the house will only receive Expanded Cable programming.

    Can I connect Grande cable TV service to my older TV sets?

    Cable-ready, or more accurately, cable-compatible TVs and VCRs are designed to receive non-scrambled cable channels without the need for a converter from the cable operator. However, not all "cable-ready" TV sets can receive some of the cable channels found on higher frequencies. You may need to buy a "channel extender" (also referred to as a basic converter) to ensure that you receive all of the channels available with the Grande Expanded Cable service. The channel extender is available for purchase from Grande Communications for a small fee.

    What are the fees on my cable bill?

    There are three fees associated with Cable services:

      • Sales Tax - local and state sales tax.
      • Franchise Fee - this is a fee levied by the city.
      • FCC Fee - this is a fee levied by the Federal Communications Commission to fund the regulation of the cable television industry.

    What is Music Choice?

    Music Choice is a digital music service that is included at no additional cost in the Digital Cable package. Music Choice includes 48 different music formats, each playing a specific music type such as Jazz, Classic Rock, Rhythm and Blues, etc. Simply tune to the channel you like and enjoy!

    Why doesn't Grande carry the Austin News 8 Channel?

    The News 8 Channel is a subsidiary of Time Warner, and therefore unavailable to Grande cable customers.

    What programming do you carry in Spanish?

    Grande offers a wide variety of Spanish language programming, including sports, novellas, music and variety. The services that Grande typically offers on Expanded Cable include Galavision, Univision, Telemundo and mun2. HBO customers also receive HBO Latino at no additional cost. In most markets we also offer a package of over 15 Spanish language channels for a small monthly fee.

    How much does The Movie Channel cost?

    The Movie Channel is included at no additional cost in the "Showtime Unlimited" premium package. Also included in the "Showtime Unlimited" package, at no additional cost, is Flix.

    Construction

    Who is Grande Communications?

    Grande Communications is building a brand new broadband network. We are currently installing fiber-optic cable in your area and within a few months, we will begin delivering you a choice in high-speed Internet, local and long-distance telephone and digital cable television services.

    What is that green box in my yard?

    Grande is building a brand new network from the ground up. We are not retrofitting or modifying existing network lines from other Internet, telephone and/or cable providers in this area. Instead, we are installing a state-of-the-art system that delivers our technologically advanced services clearly and easily. Our network will require the installation of a service box on approximately 5% of the residences that we pass. The service boxes are designed to be as unobtrusive as possible and are placed within the utility easement.

    Why do you need to enter my back yard to install Grande's network?

    Public rights of way and utility easements often cross private property, sometimes where electric, telephone and cable service boxes already exist. Many times the easements cross back yards. Therefore, Grande's construction teams will need to enter the back yard to hang cable from existing utility poles or install the service box. Again, Grande's construction work generally occurs around existing utilities.

    How often will these cabinets need to be upgraded, replaced or maintained?

    Grande's network is capable of delivering large amounts of data via a single line to the home. It is one of the most advanced networks currently being constructed and is designed to handle bandwidth demands well into the future. Grande customers will be able to take advantage of all the Internet and cable television has to offer - as well as dependable phone service - for many years to come. If it becomes necessary for Grande to upgrade its network or replace components, Grande will notify residents and work with the City to ensure that the upgrade is as unobtrusive as possible.

    What safety measures are in place to prevent children from entering the cabinet?

    Grande's number one priority is resident safety. A Grande employee or contractor will fit each cabinet with a padlock and the cabinet will be partially blocked by landscaping.

    What do the Remote Digital Terminals (RDTs) look like?

    The cabinets are constructed of galvanized steel, but will be painted to blend into the surrounding property. They are approximately seven and a half feet wide, six feet tall and four feet deep. Grande has built the cabinets to open on all four sides, where a four to five foot clearance exists, and plans to landscape the area around the cabinet.

    Spyware

    What is spyware?

    The term spyware is generally used to describe any program installed on your PC that sends information (with or without your permission) to someone else for the purpose of monitoring your online (browsing, shopping, etc.) habits as well as your personal information. In addition to being an invasion of your privacy, spyware applications can also cause your computer and/or Internet connection to function slower than normal or sometimes in extreme cases it may fail to function at all.

    How does spyware get on my computer?

    The two most common ways that spyware gets placed on your computer is 1) by installing freeware/shareware/demoware software that installs spyware applications during installation of the main program or 2) by visiting websites which attempt to install applications on your PC using exploitable web technologies like Microsoft ActiveX.

    What tools can proactively monitor my system as well as help remove existing Spyware?

    We recommend the use of Ad-Aware SE Personal Edition from LavaSoft. This application will search your system for spyware and will inform you of any questionable programs or processes that it finds. It will also stay up to date like most virus scanners do by connecting to the developers site and downloading regular update so that it will always be able to identify the latest types of spyware applications and techniques. Another highly recommended removal tool is Spybot Search and DestroyThis application is also free of cost and has proven to be one of the most effective of it's kind.

    What web browser software should I use in order to be the least vulnerable to spyware?

    We recommend the use of a web browser such as Mozilla or Firefox for general web browsing use. These browsers are less exploitable than Internet Explorer and may leave you less vulnerable to spyware when visiting websites. You may find that some sites you use frequently require Internet Explorer in order to function (Online Banking for example) and if this is the case you can still use Internet Explorer for these types of sites. For all other general browsing you will be less vulnerable to spyware if you stick to a browser like Mozilla or Firefox.

    How should my ActiveX options for Internet Explorer be configured in order to be the least vulnerable?

    Open Internet Explorer, click the "Tools" menu and select "Options". Select the "Security" tab and make sure that it is set for at least "Medium" or higher security. Then click on the "Custom Level" button and adjust the following options to these indicated values: Download signed ActiveX controls: Prompt; Download unsigned ActiveX controls: Disable; Initialize and script ActiveX controls not marked as safe: Disable; Run ActiveX controls and plug-ins: Prompt; Script ActiveX controls marked safe for scripting: Prompt.

    My computer has been so badly damaged by spyware that I can no longer get it online. How can I troubleshoot the problem?

    Microsoft has an article that describes many steps that can be taken to identify and fix this sort of problem, but it can be complicated and requires at least some level of expertise. There is also a third party software tool called LSP-Fix which will attempt to identify these problems and fix them for you. If neither of these resources seem to help your specific problem then it might be a good idea to contact your computer manufacturer or vendor for advanced support.

    Neither Ad-Aware SE Personal Edition or Spybot S&D have been successful in fixing my spyware problems. Is there a more advanced free tool available?

    There is an advanced spyware removal tool called HiJackThis which has been reported to be extremely powerful and effective. This tool will aggressively search your system for web browser parasites and other spyware related applications. It shows you everything on your system that has any connection to your web browser and leaves it up to you to decide if it should be there or not. Extreme caution should be used with this tool because along with it's powerful capabilities comes the ability to further damage your system.

    I can't boot my computer normally or gain enough access to it to download or install any of these spyware removal/detection applications. What should I do?

    It may be necessary to boot Windows into "safe mode" in order to install and run these applications if your computer cannot boot normally. Most versions of Windows can be started in "safe mode" by pressing the F8 key during the initial stages of Windows startup. You will not have access to the Internet while in safe mode so it also might be necessary to place files needed for installation on floppy disks or recordable CD-Rs.

    Are there any online spyware scanners?

    DoxDesk has a nice online spyware/parasite scanner that will perform a quick search for the most commonly found spyware applications.

    Spam

    What does "550 5.7.1 Refused" mean?

    This error message will always be followed by ONE of the following:

    (where [IP] is the blocked IP address.) Visiting the link any of these error messages will give the exact reason for the block and instructions for removal from the respective blacklist.

    Why am I getting email that is addressed to someone else?

    A common tactic of junk mailers is to specify one of the recipients in the To: field and then use what is called 'Blind Carbon Copy' to silently instruct the mail server as to which other addresses should receive the email, yours being one of them. This makes it appear as if you are receiving someone else's email, but due to the BCC, you were actually receiving an additional copy. Grande already takes a number of steps to reduce the amount of junk email that users receive, however you can enable more aggressive filtering on your account by using our Email Admin site at https://admin.mygrande.net. Please be sure to take a look at Spam Assassin FAQ first in order to find out which method of filtering works best for you!

    When should I use an unsubscribe link?

    Almost never! Here are some valuable tips:

      • If the unsubscribe link contains a numeric IP address, rather than a name, do NOT use it (ie. http://63.20.84.12/unsub)
      • If the address is not a standard extension like .com or .net (ie. http://clicktowin.nl/remove) do NOT use it.
      • If the unsubscribe page actually requires you to enter your email address into a window, rather than being automatic, do NOT use it.
      • If there is an email address to send to to unsubscribe, do not use it. The exception would be a known reputable mailing list server (ie. groups.yahoo.com)
      • If the email contains a string of random characters at the bottom like this "zrtuna(nathvfu^tenaqrpbz(pbz" it is likely the unsubscribe will not be honored.
      • If the From: address of the email is either your own address, or your username followed by some other domain, it is also a forgery and you should not use any provided unsubscribe links.
      • A legitimate unsubscribe link may look something like this: http://www.amazon.com/preferences/unsub.cfm?id=xx79skkg8ab
      • Visit the site in question! If you add a 'www' in front of the referenced domain and do not find a clean, professional looking website free of popups, blinks and other clutter, chances are good that the domain in the unsubscribe link is a spam haven.

    What does Grande do to prevent unsolicited commercial email (spam)?

    Grande employs many aggressive tactics to prevent junk email. The following list of deployed weapons alone serve to block or discard tens of thousands of unwanted emails each day:

      • SORBS, NJABL, SBL, and SpamCop DNS-based filtering
      • Known DNS-based dial-access relay blocking
      • Subject: header filtering of known junk topics
      • Automated throttling of dictionary address harvesters
      • Automated IP Firewall blocking of dictionary attackers
      • From: header filtering of known junk reply addresses

    Why do I still get junk email?

    If you have ever been involved in any of the following, your email address has probably been 'harvested' and now some unscrupulous folks may be distributing or selling your email address:

      • Posting to Usenet newsgroups using your standard return address
      • Posting to web-based forums that do not mask your address
      • Receiving 'greeting card' emails from friends who enter your address
      • Signing up for email newsletters
      • Clicking 'unsubscribe' links on previous unsolicited emails
      • Friends email you jokes/cartoons from websites by entering your email
      • Your address has appeared in printed media of some form
      • Shopping online from non-reputable vendors
      • Entering your email address virtually anywhere online!

    Does sending fake bounce (returned email) messages to spammers work?

    NO! Spammers do not use real return addresses, so when you send the fake "User unknown" returned emails to them, they just bounce again. It is pointless to enable this feature on your email software because the junk mailer will never see nor heed the message (all legitimate mailing entities provide a proper unsubscribe link.) So either just delete your junk mail, or see our Spamcop FAQ on how to take punitive action against the sender.

    I've not done any of the above, and I get virtually nothing BUT spam!

    Grande now provides optional filtering for your @grandecom.net email address. To use it, please choose a filtering type from the options listed here. Then log in with your email username and password at https://admin.mygrande.net and click Manage in the Filtering section in order to enable your selection.

    Why should I use SpamCop? Why can't I just filter spam?

    Filtering does not prevent the mail from arriving, but rather just files it appropriately. Nor does it impose any punitive response on the junk emailer. If you religiously use SpamCop, you will be part of a larger cooperative to help eradicate spam on our Internet. Join us!

    What is email phishing?

    Phishing is the term used by Internet scammers who imitate legitimate companies in e-mails to entice people to share usernames, passwords, account information or credit card numbers.

    The term Phishing comes from the fact that Internet scammers are using increasingly sophisticated lures as they "fish" for users' private information. The most common ploy is to copy the look and feel of a web page from a major site and use that design to set up a nearly identical page that appears to be part of the company's site.

    There are several steps you can take to make sure you never fall for one of these scams:
      • Always be suspicious of any email or phone call that asks for your personal account information, such as usernames, passwords, and account numbers. emails, phone calls, text messages, instant messages, or Web logs that appear to come from a reliable source may not always be authentic.
      • Grande will NEVER ask you for password information via phone or email, as that information is private and is only known by you.
      • Grande will NEVER ask for billing or payment information through email.
      • Always be extra cautious when giving out your personal information on the phone
      • Always ensure that you're using a secure server when submitting credit card information. To make sure you're using a secure server, check the beginning of the web address in your browsers address bar - it should be https:// rather than just http://. Contact your bank or Credit Card Company if you think you may have replied to a fraudulent email with sensitive personal information.

    For more information you can visit this website: http://onguardonline.gov

    Email & Webmail

    Will I receive a discount if I get more than one service?

    Yes. You will see a savings when you subscribe to more than one service, plus you will have the convenience of one bill, one company and one call for customer service.

    What equipment is required for Grande's phone service at my home?

    A network interface device is required and will be installed on the side of your home where your other utility devices are located. Grande Communications does not need to do any wiring or installation inside your home, as long as your home has been pre-wired when it was constructed.

    Will my Internet and telephone service be combined on the same bill?

    Yes, all of your Grande services will be on one convenient bill.

    May I keep my current phone number?

    Yes. You have the option of keeping your existing number or requesting a new number from Grande Communications. Grande may be able to offer you a better or easier number to remember, or we may even be able to provide you with "vanity" numbers such as ###-CATS or ###-HOME. Call your Grande Customer Care Center for more information.

    May I keep my current long-distance provider?

    Yes. You can keep your current long-distance carrier, but only if they have requested access to Grande's network. Not all long-distance carriers have requested access. Also, if you select Grande as your long-distance provider, you can select a call plan that is right for you - all on one bill.

    If I don't want all the call features listed with the GrandePacks, can you deduct the amount for those features?

    You have the options available to use at any time. You may feel that you don't want to use all of them, but as your needs change or as you try the different features, you may find them useful. Many of our customers try them and find them very easy to use and helpful. There is, however, no further discount on the GrandePacks if you choose not to use some of the Custom Call features.

    Bundled Services

    Will I receive a discount if I get more than one service?

    Yes. You will see a savings when you subscribe to more than one service, plus you will have the convenience of one bill, one company and one call for customer service.

    What equipment is required for Grande's phone service at my home?

    A network interface device is required and will be installed on the side of your home where your other utility devices are located. Grande Communications does not need to do any wiring or installation inside your home, as long as your home has been pre-wired when it was constructed.

    Will my Internet and telephone service be combined on the same bill?

    Yes, all of your Grande services will be on one convenient bill.

    May I keep my current phone number?

    Yes. You have the option of keeping your existing number or requesting a new number from Grande Communications. Grande may be able to offer you a better or easier number to remember, or we may even be able to provide you with "vanity" numbers such as ###-CATS or ###-HOME. Call your Grande Customer Care Center for more information.

    May I keep my current long-distance provider?

    Yes. You can keep your current long-distance carrier, but only if they have requested access to Grande's network. Not all long-distance carriers have requested access. Also, if you select Grande as your long-distance provider, you can select a call plan that is right for you - all on one bill.

    If I don't want all the call features listed with the GrandePacks, can you deduct the amount for those features?

    You have the options available to use at any time. You may feel that you don't want to use all of them, but as your needs change or as you try the different features, you may find them useful. Many of our customers try them and find them very easy to use and helpful. There is, however, no further discount on the GrandePacks if you choose not to use some of the Custom Call features.

    Anonymous FTP

    Why do I have to use FTP to send large files instead of email?

    The email server has a limit since the SMTP protocol was designed for light transfers. In addition, every single byte is scanned in order to filter for known viruses, spam, and other undesirables. FTP is by far the faster and recommended method of transferring files.

    Does Grande have an anonymous FTP server that I can use?

    Yes! The address is ftp.grandecom.com

    What directory would I put files in?

    The directory is called 'incoming'. In your FTP program, there is a setting for 'Initial Remote Directory' or 'Remote Folder'. Set this to '/incoming'. Any file that you want to upload, simply drag and drop into /incoming from your local machine.

    I just uploaded a file, but its not there?

    It is there. The directory is write/retrieve only. In order to protect the privacy of the files that you are transferring to your correspondents, we have intentionally set it up in this manner. This way nobody will EVER be able to see any private material that you wish to pass on to your friends/family.

    If the files aren't visible, how can my recipient retrieve it?

    You will have to give your correspondent the exact filename that you used. If you upload a file into /incoming called 'myphotos.zip', then simply send an email to your recipient containing the following address: ftp://ftp.grandecom.com/incoming/myphotos.zip Then all he/she will need to do is click the link to download the file you have uploaded.

    I uploaded a file, and sent my friend a link, but it is still inaccessible to them?

    Make sure that the filename portion of the link you sent matches the case exactly. 'MyPhotos.zip' and 'myphotos.zip' are two different files!

    I put a file on ftp.grandecom.com for my friend to retrieve and the name is definitely correct, but this person cannot retrieve it?

    It is possible that your friend did not receive it quickly enough. Although most items remain in the /incoming directory for a few weeks before deletion, the extremely large ones may be erased in as little as 48 hours depending on usage. Please try to coordinate the time frame as closely as possible when sharing files if they are larger than 50MB.

    What does it mean when I upload a file and it says "Illegal Command" or "Illegal Filename"?

    For security purposes, only standard filenames are permitted. No spaces or extended ASCII characters can be used in file or directory names. Simply replace your spaces with underscores (usually shift-minus on your keyboard) and use standard alpha characters. It is highly recommended that you use all lower-case to simplify matching on filenames when passing on the links to your correspondent.

    DNS Block List

    What is a DNS Block List (dnsbl)?

    A DNS Block List is a database of IP addresses which have been flagged for Internet misuse. This may include origination of junk email (spam), a virus propagation source, an open relay or an open proxy. Email administrators program their servers to consult these IP databases before permitting delivery to their users.

    What is an open relay? An open proxy? Why are they bad?

    An open relay is a mail server that permits anybody on the Internet to send email through it. Optimally, relaying should only go through one's own Internet Service Provider which would ensure that misuse would be trackable. An open proxy allows users to connect to a remote SMTP server and send mail fully disguising their source of origin, thus promoting abuse without accountability.

    I get one of the following errors when mailing any Grande user:

    I get one of the following errors when mailing any Grande user:

    You do not have permission to send to this recipient. For assistance, contact your system administrator.

      • 550 5.7.1 Refused. See http://www.dnsbl.sorbs.net/cgi-bin/lookup?IP=X.X.X.X
      • 550 5.7.1 Refused. See http://spamcop.net/bl.shtml?X.X.X.X
      • 550 5.7.1 Refused. See http://www.abuse.net/sbl.phtml?IP=X.X.X.X
      • 550 5.7.1 Refused. See http://njabl.org/cgi-bin/lookup.cgi?query=X.X.X.X
      • 550 5.7.1 Refused. See http://some.other.host/program?ip=X.X.X.X

    The IP address of the Email server that you are using to send mail (this may include your own computer if you are running a local mail daemon on it for sending purposes) is listed in a DNS Block List.

    Can you please take my IP address off your block list?

    No, we cannot because this is not 'our' block list and Grande did not add you to it. These lists are administrated by 3rd party organizations whom Grande has no affiliation with other than as an end-user of the service.

    How do I get my computer or email server off this block list?

    If you are an Internet Service Provider or Systems/Network Administrator for an IP network, and manage the IP space which is blocked, simply follow the hyperlink in the error message (as shown above) which will take you to the reason for the listing. Each site contains clearly marked directions for removal. If you are a customer of an ISP, school, office, etc. please copy the full error message, and pass it on to whomever supplies your Internet access.

    Okay, now explain DNS block lists to me in English!!!!

    Perhaps this analogy will work. The clerk at the grocery store hands back your corporate credit card, saying it is "declined". This is because the 3rd party entity, the credit card company, has denied the transaction. Your only course of action is to have your company now contact the credit card company to settle the probable mixup. There is nothing that you or the store clerk can do about it.

    Consider Grande to be the clerk. We want to accept your email and we have no reason in the world not to. However the company that we use to validate your credentials tells us that we must refuse the transaction! Like the example above, you must now have your ISP contact the DNS block list maintainer to fix the problem. Once they "clear" your ISP, your email will once again be able to reach us. Neither you nor Grande need make any changes for this to happen!

    Online Security

    How do I disable NetBIOS over TCP/IP?

    The ports used by Windows NetBIOS over TCP/IP (137,138,139, & 445) are among the most vulnerable to hackers. Disabling NetBIOS over TCP/IP is easy:

    Windows 2000/XP:

      • Right click on My Network Places and select Properties
      • Right click on your LAN connection and select Properties
      • Click on Internet Protocol TCP/IP and select Properties
      • Click Advanced and select the WINS tab
      • Disable NetBIOS over TCP/IP (changes take effect immediately without reboot)

    Windows 95/98/ME

      • Right click on Network Neighborhood and select properties
      • Click on Internet Protocol TCP/IP and slect Properties
      • Select the NetBIOS tab and disable NetBIOS over TCP/IP (reboot required)

    How do I "lock down" my computer on the Grande broadband network?

    There are a few simple steps you can take to keep your computer safe.

    To start, you will want to install a firewall. The best solution is a hardware based firewall/router such as the Linksys BEFSR41. You can pick one up for around $50 and it comes with a 4 port switch to connect your computers to. By using a hardware based router between your cable or DSL modem and your network, you are able to provide NAT IP addresses on your LAN so that it appears all of your computers are coming from a single IP and it makes it harder to get to those computers. Be sure to change the default password on your router once installed.

    The other option is to install a software based firewall such as ZoneAlarm or BlackIce. These firewalls start out basically blocking everything and allow you to choose as needed inbound and outbound activity.

    Remember that firewalls are not a substitute for taking the other necessary steps.

    Install and keep your antivirus software up to date by using the automated update feature. Check it fairly often to make sure that your updates are occuring. Some commercial antivirus programs require a subscription for you to receive updates. Also, don't blindly click on attachments such as .pif, .exe, .zip. If you weren't expecting a file from someone, don't open it. We recommend AVG as a good free antivirus program that keeps itself updated.

    It is important to keep your Windows installation secure by updating it frequently at http://windowsupdate.microsoft.com.

    Install a Pop-Up blocker such as the Google Toolbar. Besides allowing easy searching of Google, it also stops those annoying Pop Up adds that some websites use.

    Sometimes pop-up spam is sent via the Windows Messenger Service (not MSN Messenger which is instant messaging software similar to AIM or ICQ). To get rid of that spam, you will need to disable Windows Messenger. Please follow the simple directions here.

    In addition to using antivirus software, you will want to run a periodic scan to confirm your computer is not infected with Spyware. Spyware is software that gathers information about your browsing without you necessarily knowing. It is usually installed when programs like Comet Cursor and various other websharing clients are installed. A couple of good free ones are Ad-aware from Lavasoft and Spybot Search & Destroy. Both programs do an excellent job of cleaning spyware from your computer.

    Disable Windows File and Print sharing. Leaving them open only opens up your computer to a number of possible attacks. You can find out how here for XP and for Vista.

    As a final precaution, if your cable modem has a stand-by button (If its a Motorola it probably has it on the top or front, Com21's do not have them), you might want to use it. Turning it on will stop all communication between the Computer side and the Internet side of the cable modem. Just remember to turn it back off when you want to use your computer again. Alternatively, you can just power down your computer when its not in use.

    Why does my firewall (ie BlackIce or ZoneAlarm) say that Grande is attacking me?

    Frequently these programs are very sensitive to packets that are required for you to use the internet. A common example is firewall software reporting an attack on port 53, the port used for DNS. DNS is the translation mechanism that the Internet uses to allow you to access web pages by typing in their names rather than their numerical IP addresses. Sometimes a firewall package will report the response we provide back to your computer as an attack. Most alerts concerning port 53 can be safely ignored and/or disabled.

    How do I secure my wireless network?

    The largest threat when using a wireless LAN is a failure to use any security measures at all.

      • Check the manufacturers website frequently for security related updates including new firmware.
      • Enable WEP and change the default key by using your own custom key.
      • Change your key regularly.
      • Change the default SSID to a custom name.
      • Use MAC address filtering, if supported. This is one of the best measures you can take.
      • Password protecting drives and folders can increase security.
      • Implement session keys if your hardware supports this feature.
      • Limit the number of DHCP addresses to the number of wireless access points that you will be using. Optionally, set static IP addresses, set to non-standard network blocks.
      • Consider using VPN, SSL, Firewalls, RADIUS, Kerberos or other access control, or end-to-end encryption. Most of these can be integrated into your 802.11b appliance.

    What kind of firewall should I install?

    Our first recommendation would be a hardware based NAT router such as the Linksys BEFSR41. With it, you can share your internet connection between all of your computers.

    Or, if you do not with to install a router, install something like BlackICE or Zone Alarm. As always, we request that you install a good antivirus package such as AVG on every computer.

    What IP traffic should I worry about/not worry about?

    Traffic on port 53 is DNS. Unless you are running a DNS server, you are receiving responses back from your requests. You can safely ignore those alerts.

    Traffic on port 67 and 68 is DHCP. That is normal traffic as your computer must request an IP address and frequently request to continue using it. What is reported as an attack is actually just Grande's servers allowing you to continue to use that IP address.

    You can find a list of other normal activity commonly misinterpreted as harmful at http://www.mynetwatchman.com/kb/res-falsepos.htm

    I continue getting alerts about a certain port and want to know more about it?

    Please visit Internet Storm Center and input the port you want to know more about. They also have a map available showing the top kinds of attacks currently happening.

    What vulnerable ports does my computer have open?

    You can run a scan of your computer at Symantec. If you are running a firewall, be forwarned you will get alerts generated by this.

    I think I am infected with a virus/trojan, what can I do?

    You will need to install a good antivirus package such as AVG or update the definitions of your existing software and run a full scan. Also, you might want to visit http://windowsupdate.microsoft.com. just to make sure that your computer is fully updated with the latest security patches.

    I'm being attacked. How should I submit logs?

    The easiest way to report abuse if you are using BlackICE, ZoneAlarm, or a Linksys firewall is to install the agent from myNetWatchman and have it do the reporting for you. It will compile reports from all of their users and sends a summary to the ISP. That way all the legwork is automated, making it easier for you and the ISP.

    Or you can look up the abuse contact for an IP address and submit the report to them. For a given IP, you can find the owner by using the whois tool located at http://www.geektools.com/whois.php. Just input the IP, fill in the code, and click submit. You will want to find the abuse email address listed to send email to.

    Please do not send your logs for attacks that did not originate from Grande IPs to us.

    When reporting an attack, most providers will want the data in the same format: IP Address of the attack, Date/Time stamp of the attack including offset from GMT, Protocol/Port used, and the number of instances of each packet type received. A good example follows:

    Mar 15 19:33:03 -0600 192.168.30.150:3510 -> 10.60.87.1:9898 SYN ******S*
    Mar 15 19:33:03 -0600 192.168.30.150:3511 -> 10.60.87.2:9898 SYN ******S

    What actions will Grande take if my PC gets infected with a virus which causes it to send unsolicited email or scan remote computer systems?

    Your Internet access could be temporarily limited or disabled until the virus is removed from your system. The Federal Trade Commission has recently recommended this course of action due to the amount of unsolicited email that gets sent through virus-infected PCs.

    What is email phishing?

    Phishing is the term used by Internet scammers who imitate legitimate companies in e-mails to entice people to share user names, passwords, account information or credit card numbers.

    The term Phishing comes from the fact that Internet scammers are using increasingly sophisticated lures as they "fish" for users' private information. The most common ploy is to copy the look and feel of a web page from a major site and use that design to set up a nearly identical page that appears to be part of the company's site.

    There are several steps you can take to make sure you never fall for one of these scams:

      • Always be suspicious of any email or phone call that asks for your personal account information, such as usernames, passwords, and account numbers. emails, phone calls, text messages, instant messages, or Web logs that appear to come from a reliable source may not always be authentic.
      • Grande will NEVER ask you for password information via phone or email, as that information is private and is only known by you.
      • Grande will NEVER ask for billing or payment information through email.
      • Always be extra cautious when giving out your personal information on the phone
      • Always ensure that you're using a secure server when submitting credit card information. To make sure you're using a secure server, check the beginning of the web address in your browsers address bar - it should be https:// rather than just http://. Contact your bank or Credit Card Company if you think you may have replied to a fraudulent email with sensitive personal information.

    For more information you can visit this website: http://onguardonline.gov

    Viruses

    Will I be protected from viruses with Grande high-speed Internet?

    Computers catch viruses in many ways, primarily by execution of a program containing a virus. Caution must be exercised on any online service and virus protection is always the responsibility of the computer owner.

    People are receiving emails that say they are from me but I am not sending them. Why is this happening?

    Most viruses that generate email have forged their "From" field -- in other words, the email appears to come from someone who in fact is not actually not the originator of the email. If your name is forged as the sender of the virus this does not mean that your account has been compromised. The email has not been sent from your account -- instead it has been sent forged in your name.

    If someone reports an Email that you did not send you should instruct them to view the email headers and use the senders IP address to report the message to the abuse department of the provider from which it was sent.

    I received a bounce message indicating that the attachment I sent was infected with a virus, however I didn't send it!

    You probably have nothing to worry about. A lot of recent viruses will randomly pick a return address from the victim's address book to use when automatically propagating itself. So most likely one of your email correspondents has picked up a a virus which is forging your address. Still, it is recommended that you keep your AntiVirus software current and running! As far as the actual bounces, you can safely delete them - they will stop coming when the person with the virus disinfects his/her computer.

    Are there any utilities that disinfect recent viruses?

    Yes, McAfee makes a program called AVERT Stinger. It can be found here: http://vil.nai.com/vil/stinger/.

    My computers homepage keeps getting changed to about:blank or when I go to google.com I get sent somewhere else.

    Your computer might be infected with the 'CoolWebSearch' which is a browser hijacker/spybot. Ad-aware and Spybot Search & Destroy do not currently catch this, nor do most antivirus programs. The best tool currently available to fix this problem is CWShredder. Please download this tool and run it to get rid of this particular version of Spybot.

    Do I really need an antivirus program?

    Yes. We highly recommend that you install antivirus software and also keep the definitions up to date. Most modern antivirus software will permit you to periodically download updated definitions automatically. Each software package is different, so be sure to check the documentation and keep those definitions current!

    What antivirus software do you recommend that I install?

    For Windows, either McAfee or Norton. A reasonably good free package for Windows is available at Grisoft. For Macintosh, Norton makes a version that you can purchase online at http://www.symantec.com/purchase/

    I am receiving emails from people I don't know with songs or documents attached, what should I do?

    Delete them. They probably contain a virus. We recommend installing a good antivirus package like McAfee or Norton and keeping the definitions up to date.

    Why can't I connect directly to a Microsoft Exchange server or map a network drive outside of my home from my cable modem?

    These actions require the use of port 135 which is now blocked on the Grande network for the protection of our customers. The block is due in part to a security vulnerability in several Microsoft operating systems that may allow unauthorized access to computers on the Internet via this port. A port filter is the optimal response as recommended by the US Department of Homeland Security.

    What should I do if I'm infected with the Novarg/Mydoom worm?

    This worm forges emails to (and from!) everyone in your address list and includes a dangerous payload that when executed will infect them and send itself to everyone they have in their address book. On February 1, 2004 all infected hosts will perform a Denial of Service attack aimed at http://www.sco.com/ and on February 12, 2004 the worm will stop spreading itself. To remove it from your computer, update the virus definitions in your existing antivirus program or install the free version of AVG. Once your definitions are updated or AVG is installed, run a full scan on your computer. Once thats done you should be clean.

    I'm infected with Welchia, what should I do now?

    Please follow the instructions at Symantec to download and use the Welchia removal tool. You will also want to update your operating system by using the instructions from Microsoft to prevent further infections using this exploit. We also recommend that you install and keep the definitions updated on a good antivirus package such as McAfee, Norton, or AVG.

    I am infected with MSBlast, how can I get rid of it?

    Please visit the Symantec website and download the removal tool and follow the instructions with it.

    How can I prevent being infected with MSBlast?

    This worm only affects Windows NT, Windows 2000, Windows XP, and Windows Server 2003. You must download a patch to update your operating system from the Microsoft website. Also, you will want to install antivirus software or update the definitions on your existing software.

    I think I am infected with the virus (Sobig.b), what do I do?

    Please visit the sobig.b removal page for a tool to remove the current infection from your computer. You will also want to install antivirus software or update the definitions for your existing software. The tool above cannot prevent reinfection, only remove whats already there.

    I am infected wtih klez, what is it and how do I get rid of it?

    Klez is a worm that searches your computer for any email address and then hides itself in one of your files and sends itself out along with one of your files. You can find a tool to remove it here: klez removal tool.

    I am infected with Sircam, what is it and how do I get rid of it?

    Sircam is a worm that collects email addresses from various places on your computer. It then sends itself along with randomly chosen .doc or .txt files that are on your computer to the addresses it has collected. To get a fix for it, please visit the sircam removal tool.

    How do I remove the CodeRed virus from my computer?

    CodeRed is spread through unpatched Microsoft IIS web servers. If you don't need to run a webserver, disable it. If you do, please patch it. You can find a cumulative patch here to prevent you from being reinfected. To clean off your current infection, please visit this link for a tool that will remove it for you.

    How do I remove the Nimda virus from my computer?

    Nimda is a worm that spreads itself via email and attaches to infected Windows IIS Servers. If you don't need to run a webserver, disable it. There are two variants of nimda, each with their own tool. Please see w32.nimda.e@mm.removal.tool and w32.nimda.a@mm.removal.tool for each of them. You will have to run both to determine which you are infected with.

    How do I remove the Deloader virus from my computer?

    This worm is spread through unprotected or easily guessed passwords on shares on port 445 on Windows 2000 and Windows XP systems. Once its in it installs itself and starts to spread to other users. Please visit this link for information on how to remove it. To protect yourself, turn off any unneccesary shares and configure better passwords on shares that do exists to include numbers and special characters.

    What if I am infected with a virus not listed here?

    Symantec has provided a number of removal tools. If you know the name of the virus, you can download the removal tool for it and follow the instructions to remove it. However, to prevent infection from the same virus or other viruses in the future, you will need a good antivirus software package installed.

    Abuse

    I am receiving unsolicited bulk email (UBE) from an IP registered to Grande Communications. How do I report this to the Grande Abuse Department?

    Please submit the email you received including the full email headers to abuse at grandecom dot com. Please make sure that your report meets the following conditions so that we will be able to process it:

    - Please include the full email headers or message source so that we will be able to identify the true source of the email. Without the full email headers we will not be able to process the report.

    - Only one unsolicited bulk email message at a time should be submitted to the Abuse Department. This allows the individual incident to be processed and tracked with the highest level of efficiency.

    - Grande users should not report unsolicited bulk email to our Abuse Department unless of course the UBE originated from another Grande user. For unsolicted bulk email originating from another network or ISP Grande users should utilize the SpamCop service so that the UBE can be reported to the Abuse Department of the network from which it originated. For help with SpamCop please see SpamCop FAQ

    My firewall is telling me that I am receiving undesirable traffic (port scans/probes/attacks) from an IP registered to Grande Communications. Why am I seeing this type of traffic and how do I report this to the Grande Abuse Department?

    This type of traffic is almost always originated from a computer that has been infected with a virus. Please submit the following information to abuse@mygrande.com and we will identify the cause of the traffic and take steps to help the situation:

    - Submit any firewall logs that will indicate the nature of the activity being reported. Firewall logs should be submitted in a text-only format. Logs that are submitted in the format of spreadsheets, images, or other specialized formats may not be processed as efficiently as if they were received in a text-only format.

    - The IP of the host where the activity is originating (source ip) must be included.

    - Timestamp of the activity including the Timezone. Without the Timezone included the report may not be processed.

    - Source port (if available) and the Destination port (required) of the activity.

    In addition please make sure that you report meets the following requirements:

    - Some software firewall products for consumers do not do a very good job of providing all the required information above. Unfortunately without all this information we are unable to process a report so please be sure that your firewall software is providing all of this information.

    - Only one host at a time should be submitted to the Abuse Department. If a complaint needs to be filed against multiple hosts it is desirable for this to be done with seperate emails to the Abuse Department. This allows the individual incident to be processed and tracked with the highest level of efficiency.

    - Grande users should not report port scans to our Abuse Department unless the port scan is originating from a Grande ip address. For port scans originating from another network or ISP please use the form located at http://www.abuse.net/lookup.phtml. Enter the offending ip address into the form to display the abuse contact information for the owners of the ip address.

    Domain Email

    What is the largest email I can send?

    50MB. NOTE: Email programs use MIME encoding to convert your attachments into a format suitable for emailing. Typically, this will take as much room as 33% of the original file size (it is called "overhead" So an attached file that is only 15MB in size can result in a 20MB email! If you run into limitations as a result of this overhead, you might try using ftp instead to transfer large files.

    Where can I add and/or manage email accounts for my domain?

    https://admin.mygrande.net

    What username do I need to use to log in to the Management Interface?

    Your administrative (global) account is 'postmaster@yourdomain.com'. To individually manage accounts, log in with the email address of the account you are managing, ie. 'johndoe@yourdomain.com'

    What is my POP3 username?

    Your username will be in the format 'username-domain'. So if your address is 'jdoe@mydomain.com', your POP3 username will simply be 'jdoe-mydomain.com'.

    What is my POP3/SMTP server address?

    The address will be in the format 'mail.domain'. Thus, if your domain name is 'mydomain.com', both your SMTP and POP3 server addresses will be 'mail.mydomain.com'. If you are in the process of modifying the DNS servers for your domain to Grande from another service provider, you will be provided an IP address to use until the DNS change occurs.

    Is my username or password case-sensitive?

    Yes, both are. Please use all lower-case on usernames and be sure that if you have set a password with mixed-case in the Management Interface, that you match it when configuring your email program.

    What is the size of my mailbox?

    Each email account has a quota of 50MB (*** Increased from 25MB on June 6, 2006!)

    Do I need to be on a Grande IP address to send email (relay) through the server?

    No! Our servers have dynamic relay authorization control (often referred to as 'POP before SMTP'.) Simply check your email before sending a message, and your current IP will be authorized to relay for 12 hours. If you accidentally allow this time to expire while using Outlook Express and get an error sending, simply drag & drop the email that you are composing into another folder temporarily. Then after you check your email, move the message back into Outbox, and then it will go out normally on the next Send/Receive.

    What is the size of my mailbox?

    Each email account has a quota of 50MB (*** This is set to increase in the near future)

    Personal Web

    How much storage do I have?

    Your quota is 20MB.

    What is the URL of my web page?

    http://home.grandecom.net/~[username]

    Where, [username] is your primary email username (without the @grandecom.net)

    I just signed up, but I can't access my web page. What do I do?

    Your web space is not enabled by default. Click here to email a request. In most cases it should be active within a few hours.

    I enabled my webspace ages ago, but I am now getting authentication failures?

    If you never uploaded any content to replace the default page, it is likely that your site was automatically removed by an audit. Please see the question above on how to request it re-enabling.

    May I use Microsoft FrontPage 2K to publish my site?

    At this time personal web pages do not support FP2K. You can publish your site using FTP (FAQs are available for most popular FTP programs). In order to use FP2K you will need to purchase our Domain/Virtual Web product.

    How do I upload pages to my site using FTP?

    Set your FTP program to use 'home.grandecom.net' as the remote host. Leave the port set to the default - it should be '21'. Your username and password will be those supplied to you at the time of provisioning, in most cases identical to your email username/password. The Remote Directory will be '/public_html'.

    How do I configure my FTP software?

    You should be able to consult the documentation that came with your software, however we have provided some graphical HOWTOs for WSFTP, Cute FTP, and DOS FTP client on this site. You can find these on the main FAQ HOW_TO's menu.

    I replaced some old pages via FTP today. Why do I still see the old pages in my web browser?

    Your browser probably has the old pages cached. Usually just clicking "Refresh" ("Reload" in some browsers) will load the new version of the page. In some instances you may need to delete your temporary internet files (or "clear cache" in some web browsers.)

    My FTP client is asking for a "Remote Directory" or "Initial Folder".

    This will be "public_html".

    When people visit my site in a browser, they just see a list of all my files. How do I get my main page to automatically load?

    Simply rename your main page to "index.html" (index.htm will work too).

    I uploaded all my pages - why does nothing show up in my browser?

    It is possible you uploaded them to the "/" directory instead of "/public_html".

    Why do I get an error when I try to upload a file?

    It is possible that the file you are attempting to upload will cause your quota to be exceeded. Check if you have disk space available!

    Do you back up my web content?

    All of your files are stored on a redundant (RAID) array comprised of multiple hot-swappable disk drives. Thus you can be sure your data is always safe, HOWEVER if you yourself delete anything, it is gone forever! Thus, you should always keep a recent backup of your site to protect against mistakes!

    Domain Web

    What is my web address?

    http://www.yourdomain.com

    How do I upload pages to my site using FTP?

    Set your FTP program to use 'www.yourdomain.com' as the remote host. Leave the port set to the default - it should be '21'. Your username and password will be those supplied to you at the time of provisioning. These will exactly match your FrontPage 2000 login/password. The Remote Directory will be '/html'. If your connection 'hangs' try toggling the setting for passive transfers in your FTP program to the opposite of its current value.

    Why do I always get authentication failures in FTP and/or FrontPage?

    Make sure the following are all true:

    - If FTP, you are connecting to 'www.yourdomain.com'

    - You are using all lower-case for your username and password

    - If FP2K, you are connectiong to 'http://www.yourdomain.com'

    - You do NOT have '@yourdomain.com' appended to your username

    - Your Grande account is currently in good, paid standing

    I uploaded new pages, but they don't show up when I go to my site.

    Make sure that you published/uploaded to the /html directory. If you put them in '/', they will not be visible via a web browser.

    What are all these '_vti*' folders in my home directory?

    These are called 'stubs' and used by the Microsoft FrontPage client for site publishing. You need not worry about these - they are very small and they will not detract from your quota in any noticable way.

    I only use FTP on my site - can I delete the FrontPage extensions?

    Yes, you may, but if you change your mind later and would like them re-added, you will have to send us an email request to do so. It is safe to delete all the '_vti*' directories, and also '_private'.

    What is my disk quota?

    You have 150mb with the basic package, 250mb with the enhanced package.

    How do I program my site to send emails out?

    We provide a "communal" mailer program to allow the sending of email messages from your site form submissions. Please click here for usage instructions.

    How do I add a hit counter to my site?

    You can connect to your site via MS FrontPage and add a counter component or simply insert the following code into your page, substituting with the name of your own site (ie. www.mydomain.com):

    You are visitor number < img src=http://< mysitename>/cgi/counts.phtml>

    How do I view statistics on traffic to my site?

    If you have the Premium hosting package, simply visit the URL http://www.yourdomain.com/stats/

    Where can I get some help understanding my site statistics?

    http://www.webalizer.com/webalizer_help.html gives a nice description of each of the main headings.

    How often are my statistics updated?

    Logs are analyzed every Sunday at 2:30AM CST. We save a history file, so all stats are cumulative, and will always date back to the inception of your site unless you choose to delete these yourself from the /stats directory.

    How do I get statistics if I have the Basic hosting package?

    You still have access to your server logs, however you will need to download the raw log file yourself and use one of the freely available statistics processing programs to analyze the log file. You will find it in /logs/access_log when logged in via FTP. The format of the file is called "Combined" (you may need this for your log processing software)

    Why does /logs/access_log only contain recent entries?

    If you have the Basic hosting package, these will frequently be rotated and compressed to save disk space. In /logs you will find several access_log_DATE.gz files - these can be deflated with a standard utility such as WinZip. If your log processing software does not support multiple logs, you may have to concatenate them all together using editor software such as WordPad.

    What scripting languages are available?

    The PHP scripting language is made available for all websites. Please see the PHP Documentation for help with usage.

    Maillist

    How do I set up recipient lists in Outlook?

    From the Tools menu, select 'Address Book'. In this new window, select 'New Entry' from the File menu. Next, select New Distribution List and click OK.

    Label this list by putting a name in the 'Name' field. (ie list1, list2), then click Select Members. Select addresses from the left column and click Add to add this address to your list.

    How do I set up recipient lists in Outlook Express?

    From the Tools menu, select 'Address Book'. Next, select New Group from the File menu. Give this group a name in the Group Name field.

    Click Select Members and select addresses from the left window. Click Select-> to add address to group. Click OK to save this list.

    How do I send email to multiple lists in Outlook?

    You'll need to send separate emails for each list. Send the first one, go to your Sent folder and forward to list #2, etc.

    How do I send email to multiple lists in Netscape?

    Right click on the message and select Edit as New, change the recipient to list #2.

    Grande Music

    What are the minimum system requirements?

    Minimum System Requirements

      • Microsoft Windows XP
      • Internet Explorer 5.5 or higher
      • Intel Pentium III or higher microprocessor
      • 128MB or higher of disk space recommended for the Performer Digital player and your music
      • 128MB or higher of RAM recommended
      • Broadband Internet connection

    Can I use the Music Service to listen to my existing MP3s?

    Yes. The Music Service player can play many popular digital music formats. To import your other music, click the Tools menu and select Import Media You can tell the player exactly where to look for your other music, or leave the default set to Entire Computer to find music anywhere on your hard drive. If you have a large music collection, it may take several minutes to find and import all your music.

    What is a stream?

    Streams allow you to play music over the Internet without downloading a big file to your computer's hard drive. To stream a song, select a song and click the Play button. You can stream full songs as many times as you wish as part of your monthly subscription.

    What is a download?

    Downloading a song to your computer lets you to play the song whether you are connected to the Internet or not. The song file stays on your computer until you delete it. There are two kinds of downloads: subscription downloads, and purchased downloads.

    What is a subscription download?

    A subscription download is a song file that you can play as many times as you want, as long as you have a current subscription. You can download most songs as subscription downloads. Subscription downloads are included in the monthly price of your service. The computer containing your subscription downloads must periodically update licenses by going online at least once a month.

    What is a portable download?

    A portable download is a subscription download that you can play and transfer to a maximum of two supported portable music players, visit http://www.playsforsure.com to see if your player is supported. You must have a current portable subscription to transfer songs to your supported portable music player.

    Can I transfer downloads to my iPod or old MP3 player?

    No. The Apple iPod and older MP3 players don't support our music copyright protection format.

    What is a permanent or 'purchased' download?

    Permanent downloads can be burned to CD for playback on your home, car or portable CD players. They can also be transferred to supported portable music players and burned to a CD. Permanent downloads are not included in your subscription service; they must be purchased separately. You do not need a subscription to play permanent downloads.

    What is a 'burn'?

    To Burn means to copying a permanent download to a CD so you can play it on your home, car, or portable CD players. Permanent download customers can burn single songs, entire albums, or customized song lists to CD. In addition to meeting the minimum system requirements, you will need a CD recorder and software to make CDs.

    How many times can I burn the same purchased download?

    Each unique list of purchased songs can be burned to CD 7 times. Each song can be on any number of unique burn lists. Add or remove songs from your burn list to burn more CDs.

    How do I find music in the Music Service?

    To find music, use the search tool at the top right of The Music Service, type an artist name, song title, or album name in the search box at the top right then click the Go button. For a more specific search, or to search for videos and radio stations, Advanced Search link near the bottom right of the Home page. You can also browse music by genre. Click on the Browse Artists A-Z link near the top left of the Home page button and choose a genre. You will see a list of artists in that genre in order of popularity. Choose a letter on that page to see an alphabetical list of artists whose name starts with that letter.

    Why isn't a certain artist or song in your catalog?

    If an artist or song is not in our catalog, it is usually for one of two reasons. The Music label does not yet have legal approval from the song's owners to distribute it online or the artist might be signed to a music label that has not yet partnered with us. There are currently more than 2 million songs in our catalog. The depth and breadth of the catalog will continually expand, and new music is added every week. Check back often to see if your favorite artist has been added.

    How do I play a song?

    Search for an artist or song you want to play, then click the Play All button near the top of the search results, or click the play button (a little right arrow) for a particular song. You can stop, pause, or resume your song from the player if you want. The Play column indicates if you can play a full-length subscription version of the song. Sometimes the play icon has the number on it indicating the song is not available for subscription streaming

    I'm a subscriber, but all I'm getting are 30-second samples. How do I get full songs?

    If you are a current subscriber, but are only getting 30-second samples, Sign In before playing songs. All users can access 30-second samples, and signed in subscribers can stream most songs full length. A very few artists have not made their content available in our subscription service. You will hear 30-second samples of those few songs even when you are signed in.

    Where are songs stored when they're downloaded? Can I change this location?

    By default, The Music Service stores your downloaded songs in the desktop folder My Documents\My Music. You can change this location by selecting the menu, then clicking Options, and selecting File Locations from the list on the left of the window that appears. In the Output File Location section, click the button next to the Base Path text box. Select the directory where you would like your downloads saved and click the OK button. Future downloads will be saved to the directory you selected.

    How do I play a song after I download it?

    You can play a song after you download it by clicking the Audio section in the SOURCE area on the left side of the player. Once you locate the song in the list, double click it to play it.

    Do I have to be online to play a downloaded song?

    No. Simply double click a song in the Audio section in the SOURCE area on the left side of the player. You can collect downloaded songs and play them while offline or online. Your license for subscription downloads must be updated every month, so you can download a song and play it without reconnecting to the Internet for 30 days. You don't need to be connected to play permanent downloads.

    Can I copy my downloaded songs to another computer?

    Yes, you can download subscription songs as many times as you need to on up to 3 computers. You can download purchased songs up to 5 times each. To move songs to another computer, first install the Music Service player on the other computer. Then Sign In and go to the My Account Download History page. Find the songs you want to download to the new computer and click the Download link.

    If I accidentally delete a song from my computer, how do I get it back?

    If you delete a song from your computer you can re-download it from the My Account Download History page. You can download subscription songs as many times as you need to on up to 3 computers. You can re-download purchased songs up to 5 times each.

    My download failed, but I don't understand the error message. What do I do?

    There are several possible reasons a download might fail. There may have been a system or connection failure that interrupted your download; the Music file may become corrupted; or your computer may not have received the license allowing you to play, burn or perform other tasks with your legal music file.

    Here is a summary of the errors you might encounter, and how to fix them:

    • Download request failed:
      Your download did not begin properly. Use the Retry button to start your download again.
    • Cannot connect to server:
      There is a temporary connection problem between your computer and our back-end servers. This may be caused by a disruption in your Internet connection or by several other factors. You may wish to wait before trying your download again.
    • Cannot start download:
      Your download did not begin properly. Use the Retry button to start your download again.
    • Not enough disk space:
      You may not have enough disk space on your computer to store another music file. You should delete some files from your computer before trying your download again. Please note that the file size for each song is displayed in the SIZE column; make sure you delete enough files to accommodate a file of this size.
    • Cannot write to disk:
      Same as above.
    • Download incomplete:
      Your song download began successfully, but you may not have received the full song. Use the Retry button to start your download again.
    • Invalid file - download failed:
      Your music file cannot be saved because the file name is invalid, or the file is already in use by your computer.
    • License acquisition failed:
      Your music file has a license attached to it; this license determines what you can or cannot do with the Music file. This error indicates that you may have received the entire music file, but you did not receive the associated license. Without the license, you will not be able to play or perform other actions with the song. Use the Retry button to start your download again and retrieve the proper license.
    • Download failed:
      This error displays when a download failed for some reason other than the above. In this case, you may use the Retry button or contact customer support for more help.

    How can I tell if a song has explicit lyrics?

    The Music Service displays the industry standard, voluntary Parental Advisory sticker for songs with explicit lyrics. The advisory is displayed as the word Explicit at the end of album or song names. The Music Service videos carry standard TV parental guideline ratings.

    Can I filter out explicit content for my kids?

    Yes. Select Parental Advisory on the My Account Update Settings page and create a password. You will need to re-enter that same password if you ever wish to turn Parental Advisory protection off. To set parental controls for videos, select the maximum rating you wish to be allowed and create a password. You will need to re-enter that same password if you ever wish to allow more mature video content.

    Phishing

    What is email phishing?

    Phishing is the term used by Internet scammers who imitate legitimate companies in e-mails to entice people to share usernames, passwords, account information or credit card numbers.

    The term Phishing comes from the fact that Internet scammers are using increasingly sophisticated lures as they "fish" for users' private information. The most common ploy is to copy the look and feel of a web page from a major site and use that design to set up a nearly identical page that appears to be part of the company's site.

    There are several steps you can take to make sure you never fall for one of these scams:

      • Always be suspicious of any email or phone call that asks for your personal account information, such as usernames, passwords, and account numbers. emails, phone calls, text messages, instant messages, or Web logs that appear to come from a reliable source may not always be authentic.
      • Grande will NEVER ask you for password information via phone or email, as that information is private and is only known by you.
      • Grande will NEVER ask for billing or payment information through email.
      • Always be extra cautious when giving out your personal information on the phone
      • Always ensure that you're using a secure server when submitting credit card information. To make sure you're using a secure server, check the beginning of the web address in your browsers address bar - it should be https:// rather than just http://. Contact your bank or Credit Card Company if you think you may have replied to a fraudulent email with sensitive personal information.

      For more information you can visit this website: http://onguardonline.gov

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