Your New Bill
Your Online Account
Your Next Steps
Save Your Statements
Your new 13-digit account number will be available in the coming months. Keep an eye out for additional information from us on when your first new bill will arrive.
See the sample bill on the left. You’ll find your account number on the upper corner. You’ll need this number when you register your online account or contact us with any questions about your account. You will also need to update your Grande account information within your online and/or mobile banking account if you pay your Grande bill from your bank’s online bill pay service.
We are simply inserting two (2) zeroes in front of your existing account PIN. After you receive your new bill statement, should you wish to change your account PIN, you can select your own combination of 6-digits.
Please note our new payment address in case you need to update this information within any of your online banking applications:
Grande Communications, LLC
PO Box 679367
Dallas, TX 75267-9367
Any statement prior to the upgrade will NOT be available through the MyGrande online portal. You may access your statements BEFORE the upgrade takes place and save electronic copies for your records.
Should you need copies of past statements after the upgrade takes place, you have several options available:
You can register your new MyGrande customer account today to save time and make for a smooth account transition. Getting your account credentials squared away now means you can access your new account right away as soon as we move to our new billing system.
We’re excited to offer you a host of new online account features. You will have easy access to online bill pay, make account changes, and you can download our app for mobile access.
We are working to serve you better!
Why are you making changes to my billing statement?
We’re updating our billing system in order to provide additional functionality, a simplified billing statement, and an overall better support experience. We’re excited to offer you a host of new online account features.
My recent bill stated that my account number will be changing.
When will I receive my new account number?
Your new 13-digit account number will be on your first upgraded bill statement, coming soon. You’ll find your account number in the upper right corner of your bill statement.
Why am I getting a new account number?
We’re always looking for opportunities to improve the customer experience. We are upgrading to a new billing system, which requires a new account number. With it, you will need to do the following:
Will my account PIN, or security code, be different?
Your account PIN, also referred to as your 4-digit security code, will now be 6-digits. Starting with your first upgraded statement you will notice that two zeroes have been inserted in front of your 4-digit security code, making it a 6-digit security code. For example, 1234 will appear as 001234. Additionally, today, your account PIN is on the top right side of your bill statement. After the conversion, your account PIN can be found on at the top left, under your service location address, on page 1.
Will the format of my bill look different?
The information and format of your Grande bill will be virtually unchanged as a result of Grande’s billing system upgrade. Some information will be presented in an easier to read format, but rest assured you will still have the same information and billing descriptions that you are used to seeing today.
I am a larger, enterprise business customer. Will I receive a new, upgraded bill statement?
Absolutely! We are currently working to convert our residential and small business customers over to the new billing system. Once this is complete we will then upgrade our larger, enterprise customers. We expect to complete this in early 2018. Please be on the lookout for more information. We will notify you of the actions you need to take and the date your account will be converted to the new billing system. Thank you for your patience as we are working to serve you better.
Will I be able to view billing statements received before the billing upgrade
in my new MyGrande online account?
The MyGrande online portal will contain statements starting with your first upgraded bill. Any statement prior to that will not be available through the MyGrande online portal. However, you may access your statements before the conversion takes place and save electronic copies for your records.
Residential and business customers can obtain past statements. Please note the following:
I am concerned about this upgrade to my bill. All of my bill payments are made online
through my bank account. What do I need to do to make sure everything is up-to-date?
We understand your concern and are here to assist you every step of the way. You’ll be able to continue to make payments through your bank’s online payment service. When you receive your new bill statement, it will contain a new 13-digit account number. Your account number can be found in the upper right hand corner of your bill. Once you receive it, you will need to update your Grande account number within your bank’s online and/or mobile banking platform. Where possible, Grande will make every effort to work with banks to update the account number automatically.
Invalid or missing account information, including an outdated customer account number, may result in the delayed posting of your payment. If payments are not made by the payment due date printed on your invoice, a late fee of $11.00 will automatically be applied by the billing system. If you feel that this charge was made in error, this fee can be waived by contacting Customer Care.
I currently use Grande’s Autopay to pay my Grande bill. What should I expect after the upgrade?
If your Grande account is currently being paid automatically each month by Autopay, your payments will continue to be deducted each month from the method of payment assigned to Autopay. You may experience a 1-3 day change in when your payment is deducted from your account, so please review your first new bill statement for the Payment Due Date and monitor when the payment is deducted from your payment method. Please make note of this date going forward. If you experience a change in when your payment is made and you would like to shift to another day of the month, please contact Customer Care.
I have scheduled recurring or future payments from Grande’s bill pay website
after your billing system upgrade. Will these payments be completed since that is after
the date of your billing system upgrade?
Yes. Your payments will be paid as scheduled.
What about my account security questions? Will I need to update them?
Yes. As an added measure of safety, your existing security question will not be transitioned over to our upgraded customer information and billing system. You will need to access our new system at https://account.mygrande.com and establish a new set of two security questions. The newly established security questions will provide an alternative way to authenticate and recognize you as the account owner when the password or account PIN (also referred to as your security code) is forgotten.
What happens if I do not update my security questions?
You must establish new security questions so that we can assist you with requests when you contact Customer Care. If you do not update your security questions, you will NOT be able to:
I currently receive a notification that my bill statement is ready online.
Will this process continue?
Grande will continue to send you bill statement notifications to the email address you have on file in your Grande bill pay account. When your first new bill statement is ready to view, Grande will send you a notification prompting you to log in to your new MyGrande account. If you haven’t yet registered for your new MyGrande account, you may do so using the account number from your previous statements and your account PIN (also referred to as your security code).
Will I continue to receive my paper bill in the mail?
Yes. If you currently receive your bill statement through the U.S. mail, there will be no change to the delivery of your paper bill.
How can I register for my new online MyGrande account?
To register your new account for online access, please visit https://account.mygrande.com.
Will I be able to access my account online if I’m not a paperless billing customer?
YES! Starting with your new bill statement, you will have online access to your account from multiple devices, including: computers, tablets and mobile devices.
What can I do once I register my new MyGrande account?
Here’s a list of things you will be able to do online once you register your account:
What happens if I set up my new username/password and then forget what I set up?
As long as you have your old OR new account number and your old account PIN, you may follow the Forgot Username/Password process to recover your account information and access your online account.
What happens if I can’t remember the new security questions I set up?
Your two new security questions will be available to view and update after you sign into your new online account with the new username and password you create. If you forget the answer you entered, you can view it or make a change to the question and answer at any time after logging into your online account.
Will there be any changes to my products or services I am currently receiving as a result of Grande’s billing system upgrade?
No. You will continue to receive the same products and services that you are enjoying, unless you make a change to your account prior to the billing conversion.
I mail in my bill payment today. Will there be a new payment address where I need to mail my bill?
Yes. The remit payment address on your upgraded bill statement will be:
PO Box 11816
Newark, NJ 07101-8116
I just mailed last month’s payment to your Dallas bill payment address. Do I need to send another payment to your new address in New Jersey?
No. Any payments received at the Dallas payment location will be forwarded to our new payment address in New Jersey.
Will I receive my bill the same time each month that I do today?
Your bill should arrive generally around the same time each month that you receive it today.
Will I have a different payment due date?
Your payment due date should remain the same.
How do I access my Grande email? Will that process change?
The process to access your Grande email is not changing as a results of our billing system upgrade. You will continue to access your Grande email by going to https://secure.mygrande.net/login/. For more information on Grande’s email, please check out http://mygrande.com/customer-service/faq.
What telephone numbers can I call for assistance?
Residential customers can call 1-866-247-2633.
Our small business customers can call 1-877-881-7575.
Our larger enterprise business customers can call 1-866-218-2555.