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Internet: FAQs

Internet
Email
Security
Connection Problems
Wireless Home Networking

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.

Note: Above FAQs or services may not be applicable in all service areas.