Returning Grande Communications’ Equipment
Please promptly return Grande Communications’ equipment on the day of or prior to the scheduled disconnect work order. If you do not return Grande’s equipment in a timely manner, charges may result to cover the cost associated with replacing the unreturned equipment.
Grande equipment is defined as:
Converter Boxes- including Single Tuner, Dual Tuner, Tivo, Tivo Q, Tivo minis, T6, Digital, HDTV, DVR , Pace boxes, Cable Cards, Cable Modems- including Cable Modems, EMTAs, and Routers
Grande equipment can be returned by:
Visting a Local Grande Office in your area - Before visiting to ensure your equipment can be received at that location.
Shipping the equipment back to Grande. Grande will provide you with a prepaid UPS shipping label. Please see instructions below.
Using Prepaid UPS Shipping Labels
Grande appreciates your efforts to return our equipment. To make this transaction as convenient as possible, we can provide you with a prepaid UPS shipping label. You can view & print the label instantly, have it e-mailed to you, or have it printed and mailed to your mailing address.
Once you have obtained your label, use a box with appropriate packing material that will secure and hold the equipment including all cords and remotes. Then affix the mailing label and drop it off at any UPS location. It’s that simple!
Customer agrees to pay such charges whether the equipment is lost, stolen or destroyed. Customers who provided a credit card or bank account for collateral may be subject to all charges associated to the unreturned equipment applied to the designated account.
All charges will be removed from the associated account upon satisfactory return of Grande’s equipment. * Please note: Missing power cords, remotes and/or damaged equipment may be charged to your account. Additional services provided by UPS such as charges for boxes, packing and or home pickup, are the responsibility of the customer. Your account may be charged for equipment that is not returned to Grande. The charge may vary depending upon the make/model. Once the undamaged equipment is received by Grande, the charges to your account, if billed, will be removed.
What if my television is not a High-Definition TV? Will the new HD Cable Box work with my current TV?
Yes, the Grande HD cable box will receive the HD channel and convert it to work with your Standard Definition (SD) television.
What will happen if I do not exchange my current SD cable box for the HD cable box?
If you have not upgraded your cable set-top boxes to HD by July 31, 2018, you will not be able to view channels with your existing SD box.
I have several Grande cable set-top boxes. How do I know which are SD versus HD?
For each cable set-top boxes that you have in your home or business, turn on the TV connected to that box. Now turn your TV to channel 800. If you can see the Grande logo on the screen, then this TV is connected to an HD box and no action is necessary. If you see a black screen with no logo on it, then you have an SD box that needs to be upgraded.
Are these SD 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 changing the delivery of these channels from SD to HD.
Will you charge me extra for this HD cable box?
There are no additional charges through the end of the year to exchange an existing SD cable box listed on your account for an HD box. Additional HD cable boxes will require monthly rental fee. Please speak with a representative at your local retail center for more information.
What do I need to bring with me when I exchange my SD cable box?
Please unplug each SD cable box in your home or business. Make sure you bring the cord and any remote controls associated with the box.
Can I have a Grande technician come to my house and install the new HD cable box and return my SD cable box?
Yes, a technician can be scheduled, however, a technician trip charge will apply.
Where can I exchange my SD cable box for an HD cable box?
Click here to find the address of the Grande local retail center most convenient to you.