All Digital

IF YOU HAVE GRANDE-SUPPLIED EQUIPMENT (SET-TOP BOX, DVR, TIVO, OR CABLECARD) CONNECTED TO EACH TV IN YOUR HOME OR BUSINESS, YOU WILL BE UNAFFECTED BY THIS CHANGE.

If you currently view your TV services on a TV connected directly to a cable outlet, please read this notice to avoid any interruption to your service.

Thank you for choosing Grande Communications. We sincerely appreciate your business. In an effort to enhance the quality and security of digital video signals, create network space for future product enhancements, faster internet speeds and improve performance and reliability of all our services, we will be performing a network upgrade. The date we are performing these upgrades depends on your location:

Waco – on or around July 31st
Austin, San Marcos, San Antonio – on or around October 16th
Dallas, Midland, Odessa, Greater Temple area, Corpus Christi – on or around November 7th

What You Should Know

As part of this upgrade, all channels on our Basic TV Service channel tier will require digital equipment. Every TV connected to our TV service will need Grande-supplied digital equipment to view the channels you subscribe to today.

You will still have these channels — they are not getting removed. We are simply changing the delivery of these channels to an encrypted format that requires customers receiving these channels to have digital equipment on all TVs in their home or business. If you have any type of general set-top box, TiVo, or a retail CableCARD device connected to each of your TVs, you will be unaffected by this change. However, if you are currently receiving TV service on any TV without equipment supplied by Grande Communications, you will lose the ability to view the Basic TV channels listed below on the encryption date for your location.

Basic TV Channel Changes

Select your location from the list below to see which Basic TV channels will be impacted by our network upgrade.

Austin
Corpus Christi
Dallas
Midland
Odessa
San Marcos
San Antonio
Greater Temple area
Waco

What Do You Need To Do?

Please take a moment to consider which TVs in your home or business are connected to our TV service.

Does every TV set in your home or business have digital equipment?

  • If YES, you are set! No action is required.
  • If NO, digital equipment will be required on every TV set in your home or business to continue viewing the channels included on our Basic TV tier.
    • If you are a Basic TV Service customer and receive the service on your TV without Grande Communications-supplied equipment, you are entitled to up to two devices for two years (five years if you also receive Medicaid).
    • If you subscribe to a higher level of service and receive Basic TV Service on a secondary TV without Grande Communications-supplied equipment, you are entitled to one device for one year.

What Action Do You Need to Take?

We can help! Equipment options and special offers are available during the network upgrade timeframe. Our support team is standing by to make sure you get the right equipment to fit your needs.

  • Residential and business customers can click here to find the Grande Communications Retail Center nearest you. Enterprise customers can call 1-866-218-2555 for assistance.
  • Take the equipment home or to your business, connect it to your TV without Grande Communications-supplied equipment, and enjoy your Digital TV service.

Be sure to act by your local encryption date!

Waco – on or around July 31st
Austin, San Marcos, San Antonio – on or around October 16th
Dallas, Midland, Odessa, Greater Temple area, Corpus Christi – on or around November 7th

After this date, all Basic TV channels will be encrypted for added security. This means that you must have Grande Communications-supplied equipment on all TVs in your home or business that you wish to view these channels.

Residential Customers: For more information, call 1-866-247-2633

Business Customers: For more information, call 1-877-881-7575

Enterprise Customers: For more information, call 1-866-218-2555

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    FAQs

    I received a notification about Grande network updates. What does this mean exactly?

    In an effort to enhance the quality and security of digital video signals, create network space for future product enhancements, faster internet speeds and improve performance and reliability of all our services, we will be performing a network upgrade on (or about) the following dates: July 31 (Waco), October 16 (Austin, San Marcos, San Antonio), November 7 (Dallas, Midland, Odessa, Greater Temple area, Corpus Christi). This means that if you currently view the Basic TV lineup on a television that is not connected to digital equipment, you will need to connect that TV to a Grande-supplied set-top box in order to view these channels on that TV after your local encryption date.

    Didn’t you do this last year?

    Last year, we converted our analog channels to all-digital. This year, we are encrypting the channels in the Basic TV tier. This means that if you currently view the Basic TV lineup on a television that is not connected to digital equipment, you will need to connect that TV to a Grande-supplied set-top box in order to view these channels on that TV after your local encryption date.

    What if my television is not a High-Definition TV? Will a Grande-supplied set-top box work with my current TV?

    Yes, the Grande-supplied set-top box will receive the HD channel and convert it to work with your Standard Definition (SD) television.

    Are these Basic TV channels going away or changing to a different channel number?

    You will still have these channels – they are not getting removed or changing to a different channel number. We are simply encrypting these channels for added security. Grande-supplied TV equipment will be required on every TV in your home or business to view the Basic TV channel lineup.

    Will you charge me extra for this Grande-supplied set-top box?

    We have digital equipment and special offers available during the network upgrade timeframe:

    • Customers who subscribe to a level of service above broadcast basic service in their home and have a TV that is not connected to digital equipment can receive up to one set-top box (per household) at no charge for one year.
    • Customers who subscribe to broadcast basic ONLY in their home and have TVs that are not connected to digital equipment can receive up to two set-top boxes (per household) at no charge for two years.
    • Customers who subscribe to broadcast basic ONLY in their home, receive Medicaid and have TVs that are not connected to digital equipment can receive up to two set-top boxes (per household) at no charge for five years.

    What if I need more than 2 set-top boxes? Is there a charge?

    Additional set-top boxes or other digital equipment is available for a monthly rental fee. Our support team can assist you with determining which equipment will best fit your particular needs and budget.

    Can I get advanced HD, HD DVR and/or TiVo cable boxes?

    Additional HD and/or TiVo cable boxes will require a monthly rental fee. Please speak with a representative at your local retail center for more information. If you order TiVo equipment, you must schedule a professional installation. TiVo equipment cannot be picked up at the retail location.

    Can I have a Grande technician come to my house or business and install the new set-top box?

    Yes, a technician can be scheduled, however, a technician trip charge may apply.

    Where can I pick up set-top boxes?

    Residential and business customers can click here to find the address of the Grande local retail center most convenient to you. Please note that TiVo equipment cannot be picked up at the retail location. Enterprise customers should call us directly at 1-866-218-2555.