Your New Bill
Your Online Account
Your Next Steps
Your Past Billing Statements
Your new 13-digit account number will be available starting on your March bill statement.
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. 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.
As an added level of security, you will receive a 6-digit account PIN. The account PIN, also referred to as a security code, will appear on your new bill statement, on the upper left hand side, under your service location.
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 statements prior to the upgrade are no longer available through the MyGrande online portal.
Should you need copies of past statements, you have several options available:
Why are you making changes to my billing statement?
We’ve updated 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.
When will I receive my new account number?
Your new 13-digit account number will be on your first upgraded bill statement, arriving in the mail in March, based on your billing date. 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 may do the following:
Will the format of my bill look different?
The information and format of your Grande bill will be significantly improved as a result of Grande’s billing system upgrade. Your monthly bill will now be in color and some information will be presented in an easier to read format. Rest assured you will still have the same information and billing descriptions that you are used to seeing today.
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 in March. Any statement prior to that will not be available through the MyGrande online portal.
Should you need copies of past statements after the upgrade takes place, please note:
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 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 1.5% will be automatically applied by the billing system. If you feel that this charge was made in error, this fee can be waived by contacting Business Support.
What about my current automatic payment configuration?
If you use electronic banking to pay your bill, or established automatic payments through your bank’s online site, you will need to make sure that your new account number is updated to avoid any delay in posting your payment.
If you currently use Grande's recurring credit card payment process, your card information has not been transferred to our upgraded billing system for your security. Please use this new account number to set up a new Mygrande account as detailed below. Then, sign up for Autopay again to avoid any delay in posting your payment.
What about my account security questions?
We recommend that you visit https://account.mygrande.com and establish a new set of 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.
Will paperless billing be available?
Yes! You should receive your March bill statement through the U.S. Mail. Once you receive it, you can register for a new Mygrande account and sign up for Paperless Billing.
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 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 my bill payment today. Will there be a new payment address where I need to mail my bill?
Yes. The remit address on your upgrade bill statement will be:
Grande Communications Network LLC
P.O. Box 679367
Dallas, TX 75267-9367
I just mailed last month’s payment to your previous bill payment address. Do I need to send another payment to your new address?
No. Any payments received at the previous payment location will be forwarded to our new payment address.
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?
You can contact Business Support at 1-866-218-2555.