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Customer Guide

Welcome To Grande CommunicationsThank you for choosing Grande Communications. This guide will be your resource foreverything Grande Communications has to offer. The more you know and use all theoptions available, the more value and flexibility you will enjoy with your TV, Internet andPhone services.With focus on our customers, we have held true to the belief that our support teams mustbe in Texas; our 24/7 customer and technical support calls will always be answered bysomeone right here in Texas.Your TV ServiceGrande TV Overview 1Using Your Remote Control 2Using Your TiVo Remote Control 3Your Scientific Atlanta Digital Receiver 4Your Motorola Digital Receiver 6Your TiVo Premiere/Premiere Q 8TiVo Stream 11FlexScreen 13On Demand Services 13High-Definition TV (HDTV) 14Connecting Your Components 15Troubleshooting Tips 18FAQs 18Your Internet ServiceGetting Connected 23Your Grande Home Page 24Using Grande Webmail 25Setting Up Email 28Email Phishing 32Online Security 32Wireless Home Networking 33Troubleshooting Tips 34FAQs 34Your Phone ServiceUsing Your Phone Service 37Outage Protection Service 38Your Online Phone Manager 38Your Calling Features 40Your Voicemail Service 46Understanding Your Equipment 49Troubleshooting Tips 50FAQs 51How To Read YourMonthly Bill 52

Your TV Service1Your TV ServiceWith your Grande Communications TV service there’s something foreveryone. And we have the features to help you maximize yourstate-of-the-art entertainment experience.Interactive Guide on Digital ReceiversThe interactive guide is a tool you can use to easily find the shows orchannels you want to watch, see what is on at specific times, or searcha particular network. Use the guide to quickly find what you’re lookingfor so you never miss a minute of the programming that is important to you.Note: If you are in Austin, San Marcos, San Antonio or Waco, anduse a Scientific Atlanta digital receiver, check out that section forinformation. If you are in Corpus Christi, Midland, Odessa or Dallas,and use a Motorola digital receiver, you can refer to that section.TiVoTiVo Premiere/Premiere Q from Grande is a new way to watch yourfavorite TV shows, Grande On Demand, Web Videos, Music and Photosright on your TV – whenever you want them, in every room in yourhouse. From a device so smart, it knows what you want and even helpsyou discover new programs you’ll love. And if you add a TiVo Stream,you can watch live TV or recorded shows on your favorite mobile devices.Parental ControlsAlong with the simple interactive guide, we offer parental controls.You choose the programming appropriate for your children to viewand block the content you don’t want them to view.FlexScreenFlexScreen is the newest way to watch your favorite programs on anyscreen, any time, anywhere. Watch over 100,000 clips, movies, andshows! Whether you’re anywhere in your house or on the go,FlexScreen is there for you.On DemandGrande TV customers with a digital receiver can enjoy On Demand –total programming at your fingertips. Watch your favorite shows backto-backwhile enjoying the fast-forward, pause and rewind functions onyour remote.Note: On Demand service is not available in Dallas.High-Definition ProgrammingGrande provides HD programming at no extra cost!Table Of ContentsGrande TV Overview 1Using Your Remote Control 2Using Your TiVo Remote Control 3Your Scientific Atlanta Digital Receiver 4Your Motorola Digital Receiver 6Your TiVo Premiere/Premiere Q 8TiVo Stream 11FlexScreen 13On Demand Services 13High-Definition TV (HDTV) 14Connecting Your Components 15Troubleshooting Tips 18FAQS 18

2Your TV ServiceUsing Your Remote ControlYour remote helps you navigate Grande TV services. Below is an overview of your remote’s capabilities:POWER/MODE: AUX, DVD, AUD, TV or CBLPress once to select a home entertainmentcomponent to control. CBL controls the Motorolaor Scientific Atlanta digital receiver.GUIDE & MENU: Press to go to the InteractiveProgram Guide.SETTINGS: Press to customize your InteractiveProgram Guide.ARROWS: Press to navigate menus and listings andcontrol playback of live TV and recorded programs.SYSTEMON/OFFAUX DVD AUDGUIDESETTINGSAVOLDAYMENUBMUTEOK/SELFAVLASTONDEMANDCHDAYM1 M2 M3LISTCTVINFOPOWERLIVEREW PLAY FFCBLEXITDPAGEPOWER: Press to turn your digital receiver,compatible TV, VCR and other device(s) on or off.INFO: Press to obtain detailed program information.EXIT: Press to exit out of your digital receiver’s menuand guide.PAGE: Press to navigate settings or the ProgramGuide.OK/SEL: Press to choose options, PPV events and totune to programs from the Program Guide.VOLUME: Press + or - to raise or lower thevolume.STOP1PAUSEABC2RECDEF3CHANNEL: Press + or - to change the channel up ordown.MUTE: Press once to turn sound on or off.FAV (Favorite): Press to see pre-selected channelsor programs.PIP buttons: Press to control Picture-in-Picturefunctions.GHI4PQRS7*JKL5TUV8ON-OFF SWAP PIP MOVE+CHVIDEOSOURCE -LIGHTMNO6WXYZ90 #LAST: Press to go back to a previous screen orarea.DVR & VOD PLAYBACKBUTTONS: Use these buttons to navigate throughyour DVR recordings or On Demand programming.Programming Your Remote1. Turn on all the electronic devices you want the remote to operate(i.e. TV, DVD, AUDIO).2. Press the OK/SEL button and the MUTE button together until thePower/Mode button illuminate in slow rotation (AUX, DVD, AUD,TV, CBL).3. Press and hold the CHANNEL UP button until one device turns off.While you are pressing the CHANNEL UP button, the Power/Modebuttons will illuminate in fast rotation. As soon as one device turnsoff, release the CHANNEL UP button.4. Press the MUTE button. If the device that turned off in Step 3:a. Turns back on, press the OK/SEL button to lock this code. ThePower/Mode buttons will blink three times and then will turn off.b. Does not turn back on, press the CHANNEL DOWN button oneclick at a time until that device turns back on. Each time you pressthe CHANNEL DOWN button, the Power/Mode buttons willilluminate once in reverse fast rotation (AUX, DVD, AUD, TV, CBL).5. Repeat steps 2-4 for each of the remaining electronic devices youwant the remote to operate.

Your TV Service3Using Your TiVo Remote ControlTiVo: Takes you to the TiVo Central ® screen, theGuide Menu for all TiVo features and settings.Live TV/Swap: Takes you to live TV. If you’rewatching live TV, use it to switch to another tuner.S wa pTV Pwr: If programmed, turns TV or A/V receiver on/off. Your TiVo Premiere is always on.Info: Displays detailed info on show being watched.Press again to clear.ZoomArrows: Navigate TiVo menus and program guide.Left arrow goes back.VolChGuide: Takes you to the program guide. Press againto clear the guide.Thumbs Up/Thumbs Down: Rate shows for TiVoSuggestions.Select: Choose menu options or shows to record.Pause: Press to freeze show. Press again to resumewatching.Record: Start/stop recording.Rewind: Rewinds show. Press it up to three timesfor three speeds.Slow: Plays show in slow motion.ASlowOn DemandB CDPlay: Starts playing show from My Shows list.Fast-Forward: Fast-forwards through show. Press upto three times for three speeds.Replay: Repeats last 8 seconds of show. Press andhold to jump to beginning of show.Advance: Moves forward in 30-second increments.Press and hold to jump to end of show.On Demand: Provides direct access to Grande OnDemand library.A, B, C, D: In TiVo with HD menus, sort and filterviews. Look for the on-screen tips.Enter/Last: Returns to last channel viewed in live TV.Also works like Select button in guide view.Programming Your TiVo RemoteProgramming TV Power & Volume Functions1. Go to TiVo Central and select “Settings & Messages”.2. Select Settings > Remote, CableCARD & Devices >Remote Control Setup.3. Follow on-screen instructions.

4Your TV ServiceYour Scientific Atlanta Digital ReceiverThis section covers the Scientific Atlanta digital receiver used in Austin, San Marcos, San Antonio and Waco.NOTE: Your ScientificAtlanta digital receivermay look different thanthe receiver shown hereas models may vary.Interactive Program GuideYour interactive program guide lets you see what’s on TV, accessprogram information, record shows or movies (with DVR feature) andpurchase pay-per-view movies or events, all with the click of a button.This guide also lists programs and program information for everychannel up to 7 days in advance.Setting Reminders1. From the Guide Menu, highlight the future program for which youwant to set a reminder and press the OK/SEL button.2. When the menu screen appears, press the arrow buttons to choose“Set a Reminder for”.3. Press the OK/SEL button. A clock indicates that a reminderhas been set.Note: Every time this program is scheduled to air, a reminder will popup to notify you one minute before the program begins.Setting FavoritesTo Access the Interactive Program Guide1. Press the GUIDE button on the remote.To get detailed information on a program1. From the Guide Menu, use the UP/DOWN, LEFT/RIGHT arrowbuttons to move the selector box around the screen and tohighlight a selection.2. When your selection is highlighted, press the INFO button on theremote to view detailed information and additional options on yourselection.To Browse1. Press the GUIDE button to go to the Guide Menu.2. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlightTheme, Title or Channel and press the OK/SEL button.3. Use the UP/DOWN, LEFT/RIGHT arrow buttons to sort through thelistings that appear. When you see something you want to watch,press the SELECTION button.1. From the Guide Menu, press the SETTINGS button on the remote.2. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlight“Viewer: Favorites” and press the OK/SEL button.3. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlightchannels. Press the OK/SELbutton to add a channel to your“Favorites” list. A favorite channel is noted by a blue ribbon.4. Press the A button to accept your favorite list.Multiple Options to View or Access your Favorite Channels1. If you would like to view a list of your Favorite channels, selectFavorites from the Guide Menu or HEART from the Quick menu.2. Select Favorites from the Guide Menu or HEART from the Quick Menuto see a list of your Favorite channels.3. While you are in TV listings, press the FAV button on your remote tomove the highlight to your next Favorite channel.4. While watching TV, press FAV to quickly tune to your Favorites.

Your TV Service5Parental ControlsParent locks allow you to restrict viewing and purchases of TVprogramming based on your viewing preferences. Set a personalized4-digit pin and you can place locks on selected ratings, channels andtitles, and even hide adult titles from being displayed on-screen.Creating a Parental Control PIN1. Press the GUIDE button and then the SETTINGS button on theremote.2. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlightBlock:PIN and then press the OK/SEL button.3. Highlight Enable and press the OK/SEL button.4. Choose a four-digit PIN that you will remember.Note: Follow steps 1 and 2 to change your PIN. Confirm the changeby entering your new PIN a second time.Setting Parental Controls – Block Ratings1. Press the GUIDE button and then the SETTINGS button on theremote.2. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlight Block:Ratings and press the OK/SEL button on the remote.3. If you set up a Parental Control PIN, you will be required to enter itat this time.4. Use the UP/DOWN, LEFT/RIGHT arrow buttons to choose therating to block.5. Press the OK/SEL button or the B button to block the rating.You will have to select each rating separately that you wish toblock.6. Press the A button to accept.Note: Blocks do not take effect until Parental Control is turned on.Turning Parental Control On1. While watching TV, press the SETTINGS button.2. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlight TurnOff/On Parental Control.3. Press the OK/SEL button to change settings ON or OFF. Thenenter your Parental Control PIN.Setting Parental Controls – Block Channels1. Press the GUIDE button and then the SETTINGS button on theremote.2. Use the UP/DOWN, LEFT/RIGHT arrow buttons to highlight Block:Channels and press the OK/SEL button on the remote.3. If you set up a Parental Control PIN, you will be required to enter itat this time.4. Use the UP/DOWN, LEFT/RIGHT arrow buttons to choose thechannels to block. When your selection is highlighted, press theOK/SEL button.Pay-Per-View (PPV)Ordering PPV1. From the Guide Menu, highlight the movie/event you want to purchase and press the OK/SEL button on the remote.2. Press the B button to buy and the A button to confirm the purchase.A confirmation message will appear if the program is already in progress.Otherwise, an attention screen counts down until the program begins.Note: Check the Channel Guide at www.mygrande.comfor a listing of your Pay-Per-View specific channels.5. Press the A button to accept blocked channel. Then press the EXITbutton to return to watching TV.

6Your TV ServiceYour Motorola Digital ReceiverThis section covers the Motorola digital receiver used in Corpus Christi, Midland, Odessa and Dallas.NOTE: Your Motoroladigital receiver maylook different than thereceiver shown here asmodels may vary.Interactive Program GuideYour interactive program guide gives you easy access to all the features ofdigital TV. It let’s you see TV listings by time, provides viewing optionsby category, search functions, Favorites, local weather, and more. You cannarrow your search by using the theme, or other various subcategories.This guide also lists program and program information for every channelup to 14 days in advance.To Access the Interactive Program Guide1. Press GUIDE once on your remote.To get Detailed Information on a Program1. Press the GUIDE button on your remote to go to the program listings.2. Use the ARROW BUTTONS to move the selector box around thescreen and to highlight a selection.3. Press INFO on your remote to see detailed program information forany highlighted title.Setting Reminders1. From an information screen, highlight the Bell icon and pressOK/SEL. Follow the on-screen prompts to confirm the Reminderor set Reminder options.Note: Every time this program is scheduled to air, a reminder will popup to notify you one minute before the program begins.Setting FavoritesThe Favorites feature allows you to quickly access the channels you havedesignated as your Favorites. To add channels to your Favorites list:1. Select Setup from the Guide Menu.2. Select Favorites Setup.3. Highlight a channel and press OK/SEL or FAV. The HEART indicatorwill appear, designating the channel as a Favorite.To remove a channel from your Favorites, highlight the channel in theFavorites Setup and press OK/SEL or FAV. The HEART indicatordisappears and the channel will no longer be designated as a Favorite.Multiple Options to View or Access your Favorite Channels1. If you would like to view a list of your Favorite channels, selectFavorites from the Guide Menu or HEART from the Quick menu.2. Select Favorites from the Guide Menu or HEART from the Quick Menuto see a list of your Favorite channels.3. While you are in TV listings, press the FAV button on your remote tomove the highlight to your next Favorite channel.4. While watching TV, press FAV to quickly tune to your Favorites.

Your TV Service7Parental ControlsPay-Per-View (PPV)Parent locks allow you to restrict viewing and purchases of TVprogramming based on your viewing preferences. Set a personalized4-digit pin and you can place locks on selected ratings, channels andtitles, and even hide adult titles from being displayed on-screen.Creating a Parental Control Locks PINSetup and change your Parental Locks and Purchase PIN in the “PINSSetup” menu. Your Parental Locks PIN allows you to restrict viewing ofprograms to only those members of the household that have the PIN.Your Purchase PIN is used to restrict the purchase of pay programming.To Create your Parental Locks or Purchase PIN1. Select Setup from the Guide Menu.2. Select PINs Setup.3. Follow the on-screen prompts to setup, clear or change your PINS.Parental Locks SetupOrdering PPV1. From the Guide Menu and Quick Menu, select PPV and go to thePPV menu.2. Select any of the PPV options to see programs available in a varietyof categories.3. When you find a program of interest, highlight the title and pressOK/SEL for the information screen.4. To purchase a program, highlight the BUY icon and follow theonscreen prompts to complete your order.If the program is scheduled to air at a future time, a Reminder isautomatically set to notify you of your order before the program begins.Note: Check the Channel Guide at www.mygrande.com for a listing ofyour Pay-Per-View specific channels.You can set Parental Locks anytime in the guide or while watching TV.Using the LOCK button or icon:1. Press the LOCK button on your remote or use the lock icon on aninformation screen.2. Enter your 4-digit Parental Locks PIN and Lock the channel, title orrating using the on-screen prompts.Using the Setup Menu:1. From the Guide Menu select Setup, then Locks Setup.2. Use the Arrows Buttons to make your selections and then press OK toconfirm each setting.

8Your TV ServiceYour TiVo ® Premiere/Premiere QThe starting point for the amazing TiVo Premiere/Premiere Q features is the TiVo button on your TiVo remote control. Press this button once andyou will be directed to the TiVo Central ® screen, where you can follow the on-screen directions to where ever you want to go!For more detailed instructions on using your TiVo Premiere/Premiere Q, be sure to visit www.mygrande.com/tivo.NOTE: If your TiVo DVR has a letter “Q” on the right sideof the box next to the “Format” button, you have a TiVoPremiere Q. If your TiVo DVR does not have a letter “Q”,then it is a TiVo Premiere.TiVo Premiere DVRsGrande supports multiple models of TiVo Premiere DVRs. If you havemultiple TV’s in your home, you will have the TiVo Premiere Q (alsoreferred to as Multi-Room TiVo) installed on your main TV and TiVoPreview(s) installed on other TV’s. TiVo Premiere’s or TiVo Premiere Q’scontain the actual DVR functionality and these are the devices that youwill use to manage your recordings, settings and other main functions.Finding and Recording ShowsGuide: Find out What’s on TV Now or LaterPress the GUIDE button on your TiVo remote to find what’s on rightnow, and what’s coming up. Use the arrow keys to move around theguide. Press FORWARD and BACK to move right or left one page at atime. Press ADVANCE to move 24 hours ahead and REPLAY to move 24hours back.WishList ® Searches: Find Shows that Match your Areas of InterestSearch by actor, director, keyword or category, and every time a show’stitle or description matches your criteria, it’s recorded for you. To getstarted from the TiVo Central screen, select Find TV, movies & videos,then select WishList saved searches.Recording Options: Get Exactly the Results you WantSearch & Record: Find what you Love to WatchFrom the TiVo Central screen, select Find TV, movies & videos, thenselect Search. Enter a few letters of the show title or actor name, andthe TiVo service searches across TV, On Demand and Web to findmatches. When you find something you like, select it to see the show’sinformation screen, then choose Get this show. You can record a singleepisode (select Record next episode) or every episode in the series(select Get a Season Pass).Season Pass ® Recordings: Record Every Episode of a ShowYou can choose whether or not to record re-runs, how many episodesof a series to keep, or even when to start or stop recording (a little earlyor a little late). Just choose Options when you set up a single recordingor a Season Pass recording.Watching ShowsLive TV: Return to Live TV at Any TimePress the LIVE TV button on your TiVo remote to watch live TV. PressLIVE TV again to switch tuners. While watching live TV, you can PAUSE,REWIND, and PLAY the video in slow motion.Just select Get a Season Pass from a show’s information screen, andevery episode of the series will be recorded, even if the date or timechanges.

Your TV Service9My Shows: All your Recorded or Downloaded ProgramsMy Shows is the first menu item on the TiVo Central screen. Here you’llfind all of your recorded and downloaded shows and all of your TiVorecommended shows (TiVo Suggestions).Hint: You can get to the My Shows list by pressing the TiVobutton on your remote control twice.Parental Controls: Controlling Access is EasyRestrict access to shows based on rating or simply restrict certainchannels. From the TiVo Central screen, select Settings & Messages >Settings > Parental Controls.Getting RecommendationsDiscovery Bar: Get Personalized RecommendationsThe Discovery Bar is the bar of thumbnail images across the top ofTiVo Central and most other TiVo with HD menus screens. TheDiscovery Bar helps you find new shows based on what shows you ratewith the THUMBS UP and THUMBS DOWN buttons on your remotecontrol. And it doesn’t contain only shows. You’ll also find thumbnailsfor actors, collections of related shows, and more. Press the UP arrowto move up to the Discovery Bar, then the LEFT and RIGHT ARROWS tomove around. Press SELECT on an image that interests you to open aninformation screen about that item.TiVo Suggestions: Record Shows that Match your PreferencesBased on the ratings you give to shows and movies, TiVo Suggestionsautomatically selects and records new content for you. It’s a great wayto make new discoveries. Don’t worry, TiVo Suggestions won’t overrideyour own recordings or steal valuable disk space. If you choose toauto-record TiVo Suggestions, you’ll find a list of recorded TiVoSuggestions in you’re My Shows list. TiVo Suggestions are marked witha Suggestions icon.Collections: Find Shows Based on Genre or CategoryFrom the TiVo Central screen, select Find TV, movies & videos, thenselect Browse TV & movies. You’ll find groups of shows on relatedsubject matter recommended by the TiVo Service, partners, or videoproviders.Stream the Tunes you Love from the Internet, yourPC or your Mac to the Best Speakers in the HouseAccess the best of internet radio with Pandora ® Internet Radio & Live365. Pandora let’s you create custom Internet radio stations personalizedjust for you and Live 365 let’s you stream radio stations from your townand from around the world.You can also stream music from your PC or Mac to yourTiVo Premiere/Premiere Q for free with the TiVo desktop Softwareavailable at www.mygrande.com/tivo.You can access all your music options from the TiVo Central screen,choose Music & Photos (for TiVo with HD menus) or Music, Photos &Showcases (for TiVo with SD menus), and select Pandora or Live 365.Follow the on screen instructions.Remote Scheduling to Program your TiVoPremiere/Premiere Q from AnywhereNot at home? Take advantage of our Remote Scheduling feature tofind shows and schedule recordings online using a tablet, laptop orsmart phone.From your tablet or laptop, go to www.mygrande.com/tivo and click onthe “Online Scheduling” link. Once on the TiVo site, click the “FindTV Shows” link. If you’re using a smart phone, go to m.tivo.com. Clickon the “Search” link, sign in, and select the TiVo device you want toreceive the recording request. Then simply pick the TV show you wishto record, choose a recording option, and your request will be sent!Take your TV Shows & Movies with you on yourPC, Mac, iPad, iPhone, Android Phone or PSPIt’s easy to transfer recorded TV shows, movies and music from yourTiVo Premiere/Premiere Q to your PC, Mac, iPad, iPhone, AndroidPhone or PSP. The first step is to download TiVo Desktop software toyour computer. To download this software, visit www.tivo.com.(Additional charge required by TiVo)Once you’ve downloaded the TiVo Desktop software you can transfermostof the shows and movies to your favorite portable device. Pleasenote, some shows are protected by content rights by the studios andcannot be transferred. The software will identify these shows for you.

10Your TV ServiceiPad TiVo App: Get Ultimate Control and Easily Search and DiscoverFavorite Shows & MoviesThe app brings the best of what TiVo has to offer on a second screen:so you can surface new content, view guides, schedule and managerecordings, get recommendations, or investigate a particular actor’sentire resume–all without interrupting your program.Your iPad, iPod or Android mobile device turns into the ultimate TiVocompanion and takes your TV watching experience to a whole new level.Download the TiVo App from the Apple App Store or the Google Play.Note: To use the app, you’ll need to make sure that the “NetworkRemote Control” setting is enabled on your device. From TiVo Central,select Settings & Messages > Settings > Remote, CableCARD, & Devices >Network Remote Control.Parental ControlsYour TiVo Premiere/Premiere Q DVR from Grande gives you two greatways to make sure your family has access to only those shows you wantthem to watch.Using Parental ControlsFrom the TiVo Central screen, choose ‘Settings & Messages,’ then‘Settings,’ then ‘Parental Controls.’ (Or, select the padlock icon fromthe large channel banner.) The padlock icon in the channel bannershows the current state of Parental Controls.• Off No password or controls are set. The icon is dim and unlocked.• On Password and controls are set. The icon is bright and locked.• Temporarily Off Controls are set but turned off. The icon is bright andunlocked.Changing Parental Controls SettingsOnce Parental Controls are on, you must enter your Parental Controlspassword to change any Parental Controls settings.Turn on Parental Controls. Use the number buttons on the remote controlto enter a four-digit password, then enter the same password again forconfirmation.Turn off Parental Controls. Enter the password, and press SELECT.When Parental Controls are off, the password is deleted and anyone canview any shows or watch any channels.Temporarily turn off Parental Controls. Either enter the passwordto watch a show or channel, or select ‘Temporarily turn off ParentalControls’ from the Parental Controls screen. When Parental Controlsare temporarily turned off, any show or channel can be viewed, but thepassword is still required to change Parental Controls settings.Auto Re-lock. When Parental Controls are temporarily turned off, theyre-lock automatically after four hours of no remote control activity.Parental Controls won’t re-lock in the middle of a show. Use this settingto disable Auto Re-lock.Change the Password. While Parental Controls are on, select ‘ChangePassword’ from the Parental Controls screen. Enter a new password,then re-enter the new password to confirm.Setting rating for TV and movies. Movies originally meant for releaseto theaters have a different rating system from shows made for TV. Userating limits to set rules for both rating systems, as well as for specifictypes of TV content. Select the rating type to change it.TV rating limit. Ratings shaded in green are not locked; ratings in red arelocked. Use the UP/DOWN arrows to adjust which ratings are locked.Movie rating limit. Ratings shaded in green are not locked; ratings inred are locked. Use the UP/DOWN arrows to adjust which ratings arelocked.Block by TV content. Types of content marked by broadcasters as ableto be blocked are listed. Select each type of content you want to blockand use the UP/DOWN arrows to adjust which ratings are blocked(shaded in red). Ratings in gray do not apply to that type of content.For example, a TV-Y show would not have V-Violence content so thereis nothing to block.Block Unrated Programs. Some movies and TV shows are unrated.Use this setting to block all unrated movies or TV shows.Manage Other Ratings. Additional regional ratings may be available.Pay-Per-ViewOrdering PPV1. Browse through the channel guide for the PPV program you areinterested in viewing.2. When you find a program of interest, highlight the title and pressSELECT.3. Press SELECT again to view the PPV information.4. Follow the on-screen instructions.Note: Check the Channel Guide at www.mygrande.com for a listing ofyour Pay-Per-View specific channels.

11Your TV ServiceTiVo StreamTiVo Stream adds flexibility to your TV experience by letting you streamshows to mobile devices in your home, or download shows and takethem anywhere life takes you.• You can start watching a show you haven’t even recorded yet.Begin recording a show and instantly start watching it anywherewithin your home. It’s as good as live TV on your mobile devices.• Wirelessly download shows to your mobile device and watch themwhen you want, where you want.• Available on your favorite devices: iPad, iPhone and iPod touch.Android phones and tablets available in early 2013.TiVo Stream Installation GuideWhat You Will Need• One or more iPad, iPhone or iPod touch devices running iOS5.1 or later• At least one TiVo Premiere /Premiere Q series DVR• Free TiVo App for iPad, iPhone or iPod touch• A wired Ethernet or MoCA connection between yourTiVo Premiere/Premiere Q and home network.Customer Installation InstructionsFollow these 6 simple steps for installing your TiVo Stream.1. Write down your TiVo Stream’s TiVo Service Number (TSN).You may need this number during the setup process, or if you contactCustomer Service. You can find the TSN on the bottom of the device.It is a 15-digit number.TSN: ___-___-___-___-___2. On your iPad or other mobile device,download or update the TiVo App.To stream or download shows from your TiVo Premiere/Premiere Q, youwill need the latest version of the TiVo App. If you don’t already have theTiVo App, download it from the App Store and install it on your device.If you already have the TiVo App, make sure it’s up to date(version 2.0 with no updates pending).Note: Compatible with iPad, iPhone and iPod touch devices runningiOS5.1 or later. Visit www.tivo.com/stream for other devicecompatibility.Not all programs may be transferred due to copy protectionmechanisms used by copyright owners under the FCC’s encodingrules (47 C.F.R. 76.1904).3. Check your TiVo Premiere/Premiere Q network connection.Verify that your TiVo is connected to your home network using either awired Ethernet or MoCA connection.Wired Ethernet: Connect your TiVo Premiere/Premiere Q to an openport on your router or to an Ethernet jack in your wall using an Ethernetcable (shown below).MoCA: To use a MoCA connection, you must have MoCA enabled inyour home. Then, connect the coaxial cable coming from the wall thethe CABLE/MoCA port on the back of the TiVo Premiere/Premiere Q.For more information on MoCA, see www.tivo.com/moca.4. Upgrade your device list.Running “Test Internet Connection” ensures that your TiVo Premiere/Premiere Q can download the latest list of devices in its share group,which now includes the recently added TiVo Stream.From TiVo Central, select: Settings & Messages > Settings > Network> View Network Diagnostics > Test Internet Connection.NOTE: You can also write your TSNnumber on the back cover of thisbooklet for future quick reference.

12Your TV Service5. Connecting your TiVo Stream• Connect the TiVo Stream to an open port on your router using anEthernet cable.• Connect the power cord from the back of the TiVo Stream to apower source.• Wait for the LED on the back of the TiVo Stream to turn solid white.This should take less than 10 minutes.6. Finish setup on your mobile device• Make sure that your iPad or other mobile device is connected toyour home network.• On your iPad or other mobile device, launch the App.• Follow the on-screen instructions to set up the App and connectto your TiVo Premiere/Premiere Q. If the on-screen instructions donot automatically appear, go to the App’s “Settings” menu and tap“TiVo Stream Setup.”• Enjoy! For step-by-step instructions on using the TiVo App, visitwww.tivo.com/howto.

Your TV Service13FlexScreenFlexScreen is the newest way to watch your favorite programs on anyscreen, anytime, anywhere. Watch over 100,000 clips, movies, andshows! Whether you’re anywhere in your house or on the go,FlexScreen is there for you.• Watch TV and more wherever you want.• Available on all your favorite devices (smartphone, tablet, laptop).• All you need is an Internet connection and a Grande username.On Demand ServicesGrande’s On Demand lets you choose from thousands of movies andprograms, many of them free. Use your remote to pause, rewind orfast-forward your program, similar to how you use a DVR or DVD.You can watch what you want, when you want. And, if you have HBO,Showtime, Cinemax or Starz, you can enjoy On Demand programmingfrom those channels as part of your service.Note: On Demand is not available in Dallas.Using On Demand(on Scientific Atlanta and Motorola Digital Receivers)Note: Content provider restrictions apply.About FlexScreen• Included free with your current Grande channel subscriptions.• FlexScreen offers the best channels and content available, includingHBO GO, MAX GO, CNN, Cartoon Network, TBS and much more!• Works on the following devices:• Computers: Macs & PCs.• Mobile devices like the iPad, iPhone or Android Phones and tablets.• Internet streamer devices like ROKU box.• Video game consoles like XBOX360.How to Use FlexScreen1. Go to www.mygrande.com/flexscreen and click on “Get the HBO GoApp” or “Get the Max Go App”.2. Follow the on-screen instructions.Note: To use FlexScreen you need a username and password. If youalready have a @mygrande.net or @grandecom.net email address,you already have a Grande username. Your username is the first partof your Grande email address before the @ symbol.For example, if your email address is: username_xyz@mygrande.net,then your username is ‘username_xyz’. Your password is your currentGrande email password.Please contact Grande Customer Service is you do not have ausername. If you do have a username but forgot your password, go tohttp://password.mygrande.net to reset it.(Motorola)You must have Preferred TV or Premier TV and either a ScientificAtlanta (in Austin, San Marcos, Waco, San Antonio) or Motorola digitalreceiver (in Corpus Christi, Midland and Odessa) to access Grande’s OnDemand service. Follow these steps to access On Demand:1. Tune to Channel 1.(Scientific Atlanta)2. Scroll through the category options to select your desired category.3. Press OK/SEL to make your selection and move to the next screen.4. While watching you can use your remote to PAUSE, STOP,FAST-FORWARD or REWIND.5. Press STOP to exit currently playing program and return to the OnDemand menu.6. Press LAST to return to prior On Demand screen.Note: Movies, events and other programs are typically available for 48hours after rental. Adult programs are available for 8 hours after rental.You can watch a program as many times as you like within the rentalperiod. To resume watching a previously rented program, go to thatprogram’s category and select “My Rentals” or “Saved Programs.”

14Your TV ServiceUsing On Demand (with TiVo Premiere/Premiere Q)HDTV RequirementsYou must have both an HDTV television and either an HD digital receiver,a TiVo Premiere or HD cable card to enjoy HDTV. Simply pluggingyour HDTV television into an active outlet will not deliver an HD signalto your HD television. Additionally, not all Grande digital receivers areHD digital receivers. If you are not sure you have the correct receiver,please contact Grande Customer Service.Your TiVo Premiere/Premiere Q integrates Grande On Demand intoTiVo’s search, browse and discover tools so it is easy to find yourfavorite TV shows and movies any time day or night. The fastest wayto access the Grande On Demand library is to press the ON DEMANDbutton on your remote control.(Motorola)You can also get to Grande On Demand from the TiVo menu. When usingTiVo with HD menus, from the TiVo Central screen choose Find TV,movies & videos then Grande On Demand. When using TiVo with SDmenus, on the TiVo Central screen choose Grande On Demand.Using Parental Controls On DemandYou can easily set a Parental Controls in order to prevent unauthorizedusers from buying any content that must be purchased - such asmovies, adult movies or events. If you subscribe to HBO, Showtime,Cinemax or Starz, you may want to block access to these On Demandchannels as they may contain mature programming. For moreinformation on parental controls, please go to page 10 in this booklet.High-Definition Television (HDTV)Grande’s HDTV service delivers movie theater quality to your livingroom with Dolby ® Digital 5.1 surround sound and 1080i transmission forcrystal clear picture resolution. That’s ten times sharper than standarddefinition TV and a 33% larger wide-screen image. Our HD serviceincludes your favorite broadcast channels as well as many morepopular channels:(Scientific Atlanta)NOTE: Your digital receiver may look different than the receiver shownhere as models may vary.Connecting Your HDTVThere are two types of cables that can be used to connect your HDreceiver to your HDTV television.1. Component Cable – Grande uses this cable that has 5 RCAconnectors.2. HDMI Cable – This cable combines all 5 ends into one connector.HDTV Screen DimensionsWatching standard definition channels on HDTV may result indifferentscreen dimensions and you may see bars on both sides of your screen.Refer to your TV manual for instructions on how to stretch your pictureto fill the entire screen. Stretching the picture can cause distortion.This is not a result of your Grande service.

Your TV Service15Connecting Your ComponentsIf you have an HD digital receiver (either Scientific Atlanta or Motorola)or a TiVo Premiere/Premiere Q, and an HDMI input on your TV, you canuse a single HDMI cable instead of component cables. Both cables willproduce high quality results. The diagrams below illustrate how to setup connection with either component or HDMI cables.To Connect HD Using Component CablesINOUTHD ReceiverbackCable inputVideo cablesAudio cablesINHDTV backTo Connect HD Using an HDMI CableINOUTHD ReceiverbackCable inputHDMI cableINHDTV back

16Your TV ServiceIn addition to setting up your TV with your HD digital receiver or TiVoPremiere/Premiere Q, you can set up your home theater system, DVDplayer, stereo system or game system. The diagrams below illustrate howto set up these types of connections.To Connect an HD Receiver with Your HomeTheater SystemOUTHD ReceiverbackINCable inputAudio cablesHome TheaterReceiver backDigitalAudiocableVideoVideoININOUTOUTAudio cablesHD Video cablesIf you have anHDreceiver and aTV withHDMI input, you can usea single HDMI cableinstead ofacomponentcable. Both cables willproduce the samequality results.Video Video Audio(for VCR orDVD playback)INOUTVCR backINHDTV back

Your TV Service17To Connect a DVD PlayerTo Connect a Game SystemINOUTOUTINDigitalOUTReceiverbackOUTDigitalINReceiverbackOUTOUT INDigitalOUTReceiverbackOUTDigitalReceiverbackCableCoaxialORCableAudioCoaxial OR&VideoCableAudioCoaxial&VideoORCableAudioCoaxial&VideoORAudio &VideoININTV backIN#1IN#2Audio &VideoINOUTVCR backINOUTAudio &VideoCoaxial ORIN StereoOUT backAudio &VideoINOUTINOUTVCR backCoaxial ORAudio &VideoINTV backINOUTVCR backAudio &VideoTV backIN#1IN#2INDVD backININTV backINAudio &VideoINGame backTo Connect a StereoINOUTOUTDigitalReceiverbackINOUTOUTDigitalReceiverbackCableCoaxialORAudio &VideoCableCoaxialORAudio &VideoININOUTVCR backINOUTINOUTVCR backAudio &VideoCoaxialORAudio &VideoINOUTStereobackAudio &VideoININ#1IN#2TV backINTV backAudio &VideoINGame back

18Your TV ServiceTroubleshooting TipsProblem: No sound.Possible Cause: MUTE is accidently pressed on your remote control ortelevision.Try This: Press MUTE on the remote control to restore the volume level.Problem: No picture.Possible Cause: Cable signal may not be reaching your home.Try This: Check the signal on each TV in your home to verify if all TVsare impacted or just one. On any impacted TVs, check to make surecables are connected properly and your TV(s) is tuned to the cablechannel (3 or 4). If you still aren’t receiving a cable signal on any or allTVs, please contact Grande Customer Service.Problem: Picture or sound quality issues.Possible Cause: Cable is disconnected or loose.Try This: Reconnect the cable from your wall outlet to the back of yourdigital receiver. Make sure the digital receiver is ON.Problem: REC is displayed on the front LED display on my digitalreceiver and I cannot change any settings via my remote.Possible Cause: The record button was pressed on the remote controlbut there is not a DVR or any other recording device to activate the function.Try This: Press EXIT twice to remove REC. You should now be able touse your remote.Problem: Remote control doesn’t work.Possible Cause: Obstruction between the remote and the digitalreceiver; the remote isn’t set to Cable TV mode; dead batteries.Try This: Make sure nothing is on the digital receiver or blocking a clearline of sight between the receiver and the remote; OR press CBL onyour remote; OR change the batteries in your remote control.Problem: Cannot find the secondary language option.Possible Cause: The SAP (secondary audio program) is located onyour TV.Try This: Consult your television user guide to find out if your TV hasthis feature. If it does, it can easily be turned ON or OFF on thetelevision itself.Problem: On some of my channels the audio does not match theprogram being displayed or I do not have audio.Possible Cause: SAP (secondary audio program) is enabled.Try This: Pressing SETTINGS once, highlight “Disable SAP” and click SEL/OK.Problem: On some of my channels the audio does not match theprogram being displayed or I do not have audio.Possible Cause: SAP (secondary audio program) is enabled.Try This: Pressing SETTINGS once, highlight “Disable SAP” and click SEL/OK.Problem: Error 221, 222 or 301 on screen while trying to purchaseOn Demand content.Possible Cause: This error means that your account is past due or youhave reached your credit limit.Try This: Contact Grande Customer Service or use your online billpayment tool to resolve this situation. You will be able to purchase OnDemand programs within one hour of making a payment.FAQsWhat are the icons at the bottom of the screen?These icons are called Quick Menu icons. They are available to help youfind what you’re looking for faster. The Quick Menu lets you quickly go toother areas of the guide, such as Movies or Favorites Menu. Once youhave selected a program title by highlighting it and press OK/SEL or INFO,you can use the Action Icons on the information screens to set Remindersand Parental Controls, schedule Recordings, BUY programs and more.How do I tell what the icons mean?You will find descriptive text beneath the row of icons when you have anicon highlighted. This information changes as you move the yellowhighlight using the arrow buttons on your remote. On programinformation screens, the Action Icons are specific to the program. Forexample, a BUY Icon will appear only for On Demand and Pay-Per-Viewprograms. Playback Icons will appear only for recorded programs orrented On Demand titles.I can’t see the entire program title in the listings.Some program titles are too long to fit in the space provided in the grid.You might see “…” to indicate there is more to the title. For example,“Third Rock From the Sun” might appear as “Third Rock…” Highlightthe program and check the Instant Information area at the top of thescreen for program title and other valuable information, including rating,actors, start/end times, etc.What is the graphic bar that appears when I change channels?The Flip Bar appears for a few seconds as you’re changing channels toprovide important information about programs. You will find the nameof the current program, start and end times, channel number, rating andcurrent time.

Your TV Service19What is the red light on the upper left front of my box and/or what isthe envelope on the screen?Occasionally, your TV provider may send a Message to inform you aboutnew services and special promotions. To read the message, go to theGuide Menu and select Messages. Once you have read the message,you can keep or delete.How do I get information on programs?You can access information by pressing the INFO button on your remote.Press INFO once for instant information or twice for complete information.How do I set my digital audio language?You can choose the language that displays on the screen button anddescriptions, and also change the secondary digital audio that isavailable with certain networks and programs. Choose Audio Setupfrom the Setup menu and change the default setting. Choose fromEnglish, Spanish, Portuguese or French. This feature is only supportedon certain digital channels that provide secondary audio. If the chosenaudio language is not available, the default audio language will be heard.Do my Parental Controls & Purchase PIN settings stay the same forOn Demand purchases as with regular programs?Yes, PINs and settings apply to On Demand ratings and purchases.I only watched 15 minutes of my On Demand program before itexpired. How can I watch the rest of the program?You will have to order the program again. On Demand programs areonly available for the time listed on the screen when you purchased theprogram and will not be extended.If I get to the end of an On Demand program and want to watch itagain, can I restart at the beginning?Yes, as long as your viewing period has not expired. You may watch theprogram as many times as you like during the viewing period.How do I return to watching an On Demand program after I’ve tunedto another channel?Select My Rentals from the On Demand menu and choose the programyou want to continue watching. You can either begin watching whereyou left off by selecting Resume, or start over with Restart.Some of the programs appear in the listing with a check mark or adollar sign next to the title. What does this mean?You may see a check mark or dollar sign to indicate a program you haveordered.How many On Demand or Pay-Per-View programs can I order at onetime?The default credit limit is $150. You can order as many as you want upuntil that credit limit is reached.I tried to order an On Demand program and received an error screenthat read “Unable to Process Request”. What does this mean?This message occurs when the digital receiver is unable to communicatewith the On Demand system. Try turning off your receiver, turningit on, and trying to order On Demand again. If the message appearsagain, note the time it appears, the action you took, and contact GrandeCustomer Service.How many hours of programs can I record with a DVR?Most DVR’s will record up to approximately 90 hours of StandardDefinition recordings and 12-20 hours of High Definition programming.TiVo Premiere can record up to 45 hours of High Definition programming,while the TiVo Premiere Q can record up to 70 hours of High Definitionprogramming.How do I know if my TV is HD-ready?Most new televisions support HD. Consult your TV user manual or TVmanufacturer to determine whether your television supports HD.I bought a new TV. Do I just connect it to my Grande Digital Recieveror TiVo Premiere/Premiere Q and it works?Yes. Grande Digital Recevers and TiVo Premiere/Premiere Q service iscompatible with most new TV brands.What Input do I need to set on my TV?Check your TV manufacturer’s guide. This should show you where tolocate your TV input.Where can I find my Home Networking passcode?Your passcode information can be found in your service documentationleft by your service installer or on the back cover of this book if writtendown during service installation.

20Your TV ServiceWhat is the difference between a TiVo Premiere and aTiVo Premiere Q?There are several technical variances, but the main difference is reallyhow you plan to use the devices based on the number of TV’s in yourhome. If you have multiple TV’s in your home, then the TiVo PremiereQ enables you have multi-room viewing. You would have the TiVoPremiere Q connected to the main TV in your house, and then TiVoPreviews would be connected to TV’s in other rooms. If you have justone TV in your home, then the TiVo Premiere is perfect for you.What is Multi-Room TiVo?Multi-Room TiVo is referring to our TiVo Premiere Q series DVR. Thisdevice enables you to record shows and watch them anywhere in yourhome where you have a TiVo Premiere Q and/or TiVo Preview connectedto a TV.Why can’t I download some of my content to my mobile device whileother content is not allowed?Our TiVo Stream device can be purchased for an additional charge andenables you to transfer shows to your mobile device and watch whenyou are away from home. Not all programs may be transferred usingTiVo Stream due to the use of copy protection mechanisms permittedunder the FCC’s encoding rules and the copy protection assigned themby the program provider. These shows are marked with a red circleslashicon.

Your TV Service21

22Your Internet ServiceYour Internet ServiceYour Internet service provides you with a fun online experience thatdelivers unlimited access to a wealth of resources. You can listen tomusic channels to suit the tastes of every family member, tune into local weather, sports updates and online videos. And all this andis available through your computer.This guide to Your Internet Service provides you with basicinformation on setting up individual Internet service like email,webmail, your Grande Home Page, online security and much more.Table Of ContentsGetting Connected 23Your Grande Home Page 24Using Grande Webmail 25Setting Up Email 28Email Phishing 32Online Security 32Wireless Home Networking 33Troubleshooting Tips 34FAQS 34

Your Internet Service23Getting ConnectedUnderstanding Your Cable ModemConnecting Your EquipmentTo connect your equipment, use the diagrams for Understanding YourModem, Equipment Set Up for Internet and Equipment Set Up forInternet and TV.Equipment Set Up for InternetPower(Surge protectorrecommended)ModemCable InputComputerCableModemIf you are connecting using a USB cable, the USB driver for the cablemodem must be installed for the computer to recognize the Internetproperly.Important: As long as the Standby light is dark, you should never touchthe Standby button on top of your modem unless instructed to do so byGrande Communications.Front View of your Cable ModemSplitterCableCable InputCable box/TVComputerININUSBUSB1 2 3 4 5 6 7Choose either an Ethernet(recommended) or USBcable. Do not use both!Power(Surge protectorrecommended)When the Power, SYNC, and Ready LEDs are lit, the cable modem isworking Choose eitherproperly. an Ethernet The USB or ENET LED should also be lit depending(recommended) USBon cable. what Do not use port both! is being used.EthernetEquipment Set Up for Internet and TVSplitterCable box/TV1. PowerEthernet2. USB3. ENET4. SEND5. RECV6. SYNC7. ReadyputerCableCableCable InputComputerBack View of Your Cable ModemModemINPower(Surge protectorrecommended)USBChoose either an Ethernet(recommended) or USBcable. Do not use both!1. Power2. ENET port3. USB port4. Cable port1 2 3 4EthernetNote: If your Grande service technician set up your Internet connectiondirectly from the wall outlet to the ethernet connection on yourcomputer, then you have Grande’s fiber-to-the-home service and donot require a modem.NOTE: Your cable modem may look different than the modem shownabove. You can find more information about you cable modemwww.mygrande.com/userguides.

24Your Internet ServiceConnecting Your Cable Modem1. Connect the coaxial cable that is dedicated to your cable modem tothe cable connector on the back of the cable modem.2. Plug one end of the Ethernet cable into the Ethernet port on yourcomputer. Please note that if you have a computer with both USBand Ethernet connectors, use only the Ethernet connector.3. Connect the other end of the cable to the Ethernet jack on the backof the cable modem.4. Once the Ethernet cable has been connected to the cable modem,connect the power cord into the modem’s power connector.5. Connect your computer’s power cord into your power outlet.6. If your modem has a power switch, turn it on. Wait while the modemsynchronizes. This could take up to ten minutes.Testing Your Internet ConnectionAfter connecting your computer to the cable modem, test your Internetconnection by opening your Internet browser (i.e. Microsoft InternetExplorer, Apple Safari, Mozilla Firefox or Google Chrome) and going towww.mygrande.net. The Grande portal page should appear and thismeans you have successfully connected to Grande Internet Service.Note: If the Grande Portal page does not appear, please check yourmodem connections and try again. If the problem persists, please trythe troubleshooting tips at the end of the Internet section of this guide.Speed TestYou can test the speed of your connection by using Grande’s Speed Testsite. Open your browser window and go to http://speedtest.mygrande.net/.Click on the appropriate city where you are located and the test will startrunning. When the test is complete, it will show you the download andupload speeds of your connection.Your Grande Username and PasswordAs a Grande Internet customer you receive up to five @mygrande.netemail addresses with your service. The first part of your email address(i.e. the part proceeding the @ sign) is your username. For exampleif your email address is jdoe@mygrande.net then “jdoe” is yourusername.You can change your password at any time:1. Open your Internet browser and go to https://admin.mygrande.net.2. Login using your current username and password.3. Click on the “password” button on your screen.4. Enter your new password and click the “change” button.5. Your new password is now active.Note: Your Grande Internet username and password are not the sameas your Grande Online Bill Payment username and password.Important: Forgot your password? Please go tohttp://password.mygrande.net to reset your password.Your Grande Home PageThe Grande Communications home page (www.mygrande.net) is yourone stop to check and send email, see the latest news, sports,entertainment, full episode and video clips you want. You can evenpersonalize your mygrande.net home page to your specific interests– and with search powered by Google, you’re just a click away fromanything you want to find.Actual download and upload speeds may vary. Many factors affect speed.

Your Internet Service25Logging in to mygrande.net Home PageChecking email or personalizing your home page is easy using yourGrande username and password.1. Open your Internet browser and go to http://mygrande.net.2. Click on the “Log In” button on the upper right corner of the web page.3. Enter your Grande username and password in the box on the upperright hand corner of the page.4. Click on “Log In”.After logging in once, you will be able to personalize your homepage tosee exactly what you want, without logging in again.Important: If you do not have a username or have forgotten yourpassword, please contact Grande Customer Service.Setting You Home Page to mygrande.net1. Open your Internet browser and go to http://mygrande.net.2. Click on the link that reads “Make This My Home Page” on the topheader of the web page.3. Follow the directions in the dialog box that appears on your screen.Customizing Your Home PageOnce you have logged in, you can customize your home page:1. Click on the link “Personalize”, located below the “Portal Control”link on the right hand side.2. Select the content you want from the various categories. When youhave completed your selections, click on “FINISH” to save yoursettings.3. You are done! You can go back at any time and make additionalchanges as you build a home page that is tailored just for you.Using Grande WebmailGrande’s Internet services come with up to 5 email accounts. GrandeCustomer Service will set up your account and then you can begin sendand receive emails from family and friends. If you are on the road awayfrom your computer, or simply elect not to use an email application,then you can access your email through any Internet browser fromanywhere in the world using Grande’s webmail service.How to Access your Grande Webmail1. Open your Internet browser and go to http://mygrande.net.2. Log in, using your Grande username and password.3. Click on the Email link.4. That’s it! You are in your Grande webmail.How to Receive EmailAfter you have successfully logged in to your email account, the emailsystem will automatically check for new messages. If you are expecting anemail and suspect that it may have been sent after you logged in, thenclick on the “Refresh Inbox” icon.How to Send an EmailAfter you have logged in to your Grande email account, you just a fewsimple steps away from sending an email.1. Click on the “New Message” icon.2. In the ‘To” box, type the email address of the person you want toreceive the email.3. In the “Subject” box, type the subject of the email.4. Type your message.5. After the previous steps have been completed to your satisfaction,click on the “Send Message” button at the top or bottom of themessage.6. Your email has been sent.

26Your Internet ServiceUsing Grande Webmail (continued...)How to Read your Emails1. Click on the “Subject” the email you would like to read. Once youdo, that email will open.2. To open a different email, click on the “Inbox” button. This will takeyou back to your inbox folder where you can open another email byclicking on the “Subject”.How to Replay to an Email1. After you have opened an email, locate the “Reply to Sender” and‘Reply to All” text.2. If you want to reply only to the person that sent the email, click onthe “Reply to Sender” text. On the flip side, if you want to reply toeveryone included on the email, click on ‘Reply to All” text.3. After you click on this text, your email will already have the emailaddress of the recipient and the “Subject” line populated.4. Type your message and then click on the “Send Message” button.How to Delete an Email1. Click on the white checkbox to the left of the email you wish todelete. A checkmark will now appear within the box. Follow thisprocess for any email you wish to delete.2. After you have selected all the email you want to delete, click on the“Delete” text.3. Your emails have now been sent to a “Trash” folder that can beaccessed by clicking on the “Folders” icon.4. You can set up your account to purge your deleted messages aftera specified time period. This helps alleviate concerns of exceedingdisk storage thresholds. Click on your “Options” icon to access“Maintenance Operations” and set your personal options.How to Create Other FoldersMany users often create other folders to help organize email. Afterreading your mail, you can put it in a folder organized by theme, date, orwhatever makes sense to you.1. Click on the checkbox next to the email you want copied or movedto a different folder. After you have clicked it, the box should bemarked with a checkmark.2. Click on the Down arrow next to the “Messages To” text and clickon “New Folder.”3. Click on “Move” or “Copy” depending on whether you want tomove the email to a new folder or want another copy of the specificemail in a new folder.4. A box will appear asking you to name the new folder. Type in yourdesired name and click “OK.”5. To view the folder, click on the down arrow by the “Open” text andclick on the name of the new folder.How to Mark your MailTo help organize your email, you can color-code your mail by type. Forexample, if you feel that a certain message is very important, you canmark it as important. There are several options for marking your mailsuch as seen, unseen, important, not important, answered,unanswered, deleted, not deleted, draft, and not draft.1. Click on the email that you want to be marked. After you haveclicked it, the box should be marked with a check.2. Click on the down arrow by the text “Mark As” and click yourdesired category. The email will now be a different color dependingon the category you assigned.Managing Your EmailUse the Email Administration web page to change your password; addor delete email accounts; set auto-forwarding options; manage yourspam filters; whitelist (allow) or blacklist (disallow) email addressesand setup auto-responder messages.To access the Email Administration web page typehttps://admin.mygrande.net in to your Internet browser, making surethat you use https instead of the regular http. Type your Grande usernameand password in the appropriate text boxes and click “Log In.”Changing your PasswordFollow the steps below to change your email account password.1. Click the “Change” button under the Password title.2. Type a new Password In The “New Password” and “confirm” TextBoxes.3. Click “Change”.

Your Internet Service33 274. The Current Status Bar Will Change To “Password Changed”.Important: Email passwords are case sensitive.Managing AccountsYour Grande Internet Service may include up to 5 email accounts. Youcan use this option to view your current accounts, setup new accountsor delete accounts you no longer need.View Current Email AccountsWhen you enter the “Account Manage” option you will see all your validemail accounts with their current disk usage information as well as thefirst and last name assigned to each one of them.Creating a New Email AccountFollow these steps to create a new email account:1. Enter a valid username. This is the first part of the email address(i.e. portion before the “@” symbol). The username must bebetween 3 and 16 characters and can contain only letters,numbers, a period, and underscores.2. Enter a password and confirm the password entered.3. Enter the first and last name.4. Click on “Add New Account”. The new account will be created andwill now appear on the Email Address list.Note: You will only be able to create an email account if you have notreached your maximum limit.Deleting an Email AccountFollow these steps to delete an email account:1. Click on the “Delete” button next to the email address you want todelete.2. Click “OK” on the confirmation message.Reset a PasswordFollow these steps to reset an email password:1. Click on the “Reset Password” button next to the email addressyou want to reset.2. Click “OK” on the confirmation message.3. The following message will appear: “If this username is used for aDialup, DSL, or Webspace account please be aware that the password reset will affect these services.”4. Click “OK” on the confirmation message.5. The final confirmation message appears: “The password for‘Account’ was reset to ‘hpizns.’ This password can be usedpermanently, or ‘Account’ can log in to this site with the password‘hpizns’ and change it.”Forwarding your EmailYou can temporarily forward your incoming email to any email addressyou designate (i.e. forward your home email to the office while at work).Follow these steps to forward your incoming email:1. Click the “Manage” button under the Forwards bar.2. Type the forwarding email address in the “Forward” text field.3. If you would also like a copy kept in your email account, place acheck mark in the “Local” box.4. Click the “Add” button under the Submit bar.Follow these steps to stop forwarding your incoming email:1. Click the “Manage” button under the Forwards bar.2. Delete the forwarding address from the “Forward” text box.3. Click the “Add” button under the Submit bar.3. Under the “Attention” area you should see a message reading“SUCCESS: This account has been deleted.”

28Your Internet ServiceSetting Up Email FiltersGrande enable email filters (email security) by default. You may turnthis feature off if it is critical that no email addressed to you is refused.To disable email security click on “Email Security Disabled (I will managemy own email security)”.Spam-Filter ManagementWhen this option is enable Grande attempts to determine whether youremail is clean of spam. There are four options available:1. No Content Filtering: turns spam filters off.2. Quarantine to my Webmail JUNK folder: this filter will move spammessages into a Junk folder that you can browse whenever youchoose.3. Tag my Subject Line: this filter will add the word “SPAM” to thesubject line of any email that is identified as spam.4. Discard the email: if spam is found it will be automatically deleted.WhiteList Email AddressesWith this option you can add email addresses or email domains thatyou would to bypass spam filters. Follow these steps to add addressesto the WhiteList:1. Click on the “Manage” button under the WhiteList column.2. Enter the list of email addresses using this format:user@domain.com, @domain.com, user@, or domain.com. Blanklines and any other invalid entries will automatically be removed.3. Click on “Yes” to enable the WhiteList.4. Click on “Save” to save your changes.BlackList Email AddressesWith this option you can add email addresses or email domains thatyou would like to block. Follow these steps to add address to youBlackList:1. Click on the “Manage” button under the BlackList column.2. Enter the list of email addresses using this format:user@domain.com, @domain.com, user@, or domain.com. Blanklines and any other invalid entries will automatically be removed.3. Click on “Yes” to enable the BlackList.4. Click on “Save” to save your changes.Setting Up an Auto-Responder MessageThis feature allows you to create your own automated response message.Anyone that sends you an email will receive the response message.Follow these steps to create and activate your message:1. Click on the “Manage” button under the “Bouncer” column.2. Enter a custom message in the text box.3. Click on “Yes” to enable your automated response message.4. Click on “Save” to save your changes. Once enabled, when anew message is received in your mailbox, the sender willautomatically receive your custom message.Setting Up Email ApplicationsSet Up Windows MailWindows Mail is the default email that comes standard with InternetExplorer. Follow the steps outlined below to set up a new account:1. In Windows Mail, click Tools > Accounts > Mail > Add > EmailAccount. This will start a mail wizard configuration screen.2. Enter your name as you wish it to appear in the “Display Name”field.3. Enter your Grande email address in the username@mygrande.netformat in the email address field.4. Set up email servers window settings: Select POP in the drop-downlist. Enter “mail.mygrande.net” in the “Incoming Mail Server(POP3)” field. Enter “mail.mygrande.net” in the “Outgoing MailServer (SMTP)” field.5. Click “Next”. Your email is now configured to use any availableconnection.6. Enter the Grande username and password. Then click “Next”.7. You should see a congratulations message.8. Now click “Finish”. You should be able to send and receive emailusing your Grande email address.

Your Internet Service33 29Set Up Outlook ExpressFollow the steps outlined below to set up Outlook Express with yourGrande username and password:1. Open Outlook Express by double-clicking the Outlook Express iconon your desktop.2. The first time you start Outlook Express the Internet ConnectionWizard will run. Select “Create a new Internet mail account” andclick “Next” to continue.3. On the “Your Name” screen type in your name as you would like itto appear on your outgoing e-mail messages and click “Next” tocontinue.4. Type in your email address on the “Internet Email Address” screen.Click “Next” to continue.5. On the email server names screen, select POP3 from the dropdown list.6. In the space provided below Incoming mail (POP3, IMAP or HTTP)server: enter: mail.mygrande.net.7. Type in mail.mygrande.net as your Outgoing mail (SMTP) serverand click “Next” to continue.8. On the Internet mail logon screen, type in your Grande username inthe field titled “Account Name”. Your user name is everythingleading up to, but not including the @mygrande.net part of youre-mail address. For example, if your e-mail address istest_account@mygrande.net, you would enter test_account as yourAccount Name.9. In the “Password field”, enter your Grande password. If you do notwish to enter your password every time you check your email, puta check in the box labeled “Remember Password”. Click “Next” tocontinue.10. Congratulations, you have now set up Outlook Express as youremail program. Click “Finish” to begin sending and receiving email.Set Up Outlook 2003Follow the steps outlined below to set up Outlook 2003 with yourGrande username and password:1. Open Microsoft Office Outlook 2003 by double-clicking the Outlookicon on your desktop.2. If the Email Accounts wizard doesn’t launch on its own, select “Tools”from the top menu, and “Email Accounts” from the drop down list.3. Select “Add” a new email account and click “Next” to continue.4. On the “Server Type” screen, select POP3 and then click “Next” tocontinue.5. On the “Internet e-mail settings (POP3)” page you will need tofill in your information for each of the six fields. For “Your Name”type in your name, for “Email Address” type in your Grandeprovided email address. In the “username” field type in yourGrande username (which is the part before @mygrande.net in youre-mail address) and in the “Password” field type in your password.For “Incoming mail server (POP3)” type in “mail.mygrande.net”.For “Outgoing Mail Server (SMTP)” type in “mail.mygrande.net”.After filling the six fields, click the “Test Account Settings” button.6. If anything shows up as Failed, return to the previous window anddouble-check your settings.7. At this point you have finished setting up Outlook 2003 and needto click the “Finish” button. You may now begin to use Outlook2003 to send and receive email.Set Up Outlook 2007Follow the steps outlined below to set up Outlook 2007 with yourGrande username and password:1. Open Microsoft Office Outlook 2007 by double-clicking on theOutlook icon on your desktop.2. If the email account wizard doesn’t launch on its own, select“Tools” from the top menu, and “Account Settings…” from thedrop-down list.3. On the “E-mail” tab, click the “New…” button.4. In the Outlook 2007 Startup wizard, click “Next” to continue.5. On the “Account Configuration” page, choose “Yes”, then click“Next” to continue.

30Your Internet ServiceSet Up Outlook 2007 (continued...)6. On the “Auto Account Setup” page, put a check in “Manuallyconfigure server settings or additional server types”, then click“Next” to continue.7. On the “Choose E-mail Service” page, choose “Internet E-mail”,then click “Next” to continue.8. On the “Internet E-mail Settings” page, you will need to fill in yourinformation for each of the six fields. For “Your Name” type in yourname. For “E-mail Address”, enter your Grande-provided emailaddress. Leave the “Account Type” as “POP3”. For “Incomingmail server”, type in “mail.mygrande.net”. For “Outgoing mailserver (SMTP)”, type in “mail.mygrande.net”. In the “User Name”field, type in your Grande username (which is the part before the@ symbol in your email address). In the “Password” field, type inthe password for your email address.9. After filling in the six fields, click the “Test Account Settings…”button. If anything shows up as Failed, return to the previouswindow and double-check your settings.10. At this point you have finished setting up Outlook 2007 and needto click the “Finish” button. You may now begin to use Outlook2007 to send and receive mail.Set Up Outlook 2010Follow the steps outlined below to set up Outlook 2010 with yourGrande username and password:1. Open Microsoft Office Outlook 2010 by double-clicking on theOutlook icon on your desktop.2. If the email account wizard doesn’t launch on its own, select “File”from the top menu, and “Info” from the drop-down list. Under“Account Information”, click the button labeled “Add Account”.3. On the “Auto Account Setup” page, choose “Manually configureserver settings or additional server types”, then click “Next” tocontinue.4. On the “Choose Service” page, choose “Internet E-mail”, then click“Next” to continue.5. On the “Internet E-mail Settings” page, you will need to fill in yourinformation for each of the six fields. For “Your Name” type in yourname. For “E-mail Address”, enter your Grande-provided emailaddress. Leave the “Account Type” as “POP3”. For “Incomingmail server”, type in “mail.mygrande.net”. For “Outgoing mailserver (SMTP)”, type in “mail.mygrande.net”. In the “User Name”field, type in your Grande username (which is the part before the@ symbol in your email address). In the “Password” field, type inthe password for your email address.6. After filling in the six fields, click the “Test Account Settings…”button. If anything shows up as Failed, return to the previouswindow and double-check your settings.7. At this point you have finished setting up Outlook 2010 and needto click the “Finish” button. You may now begin to use Outlook2010 to send and receive mail.Set Up Outlook 2011 (Mac Only)Follow the steps outlined below to set up Outlook 2011 for Mac withyour Grande username and password:1. Open Microsoft Office Outlook 2011.2. If the email account wizard doesn’t launch on its own, select “Outlook” from the top menu, and “Preferences…” from the drop-downlist.3. In the “Outlook Preferences” window, open “Accounts”.4. In the “Accounts” window, find the plus sign (+) in the bottomleft-hand corner of the window. Click on the plus sign, and choose“E-mail…” from the drop-down menu.5. On the “Enter your account information” page, you will need tofill in your information for each of the five fields. For “E-mailaddress”, enter your Grande-provided email address. In the“Password” field, type in the password for your email address. Inthe “User name” field, type in your Grande username (which isthe part before the @ symbol in your email address). For“Incoming server”, type in “mail.mygrande.net”. For “Outgoingserver”, type in “mail.mygrande.net”.6. After filling in the five fields, click the “Add Account” button.7. On the “Accounts” window, enter an “Account description”, whichcan be anything you like. In the “Full name” field, type in yourname.

Your Internet Service33 318. At this point you have finished setting up Outlook 2011 and need toclose the “Accounts” window. You may now begin to use Outlook2011 to send and receive mail.Set Up OS X MailFollow the steps outlined below to set up OS X Mail:1. Click the “Mail” icon in the Dock (Menu) bar.2. Select “Preferences” from the Mail menu.3. After clicking the “Mail” icon, the Mail Setup screen automaticallyappears. To configure your email settings, enter your name in the“Full Name” field and your username@mygrande.net in the “EmailAddress” field.4. Now set your “Incoming Mail Server” and “Outgoing Mail Server(SMTP)” to “mail.mygrande.net” and select “POP” from the“Account Type” drop-down list.5. Enter your Grande username and Grande password in theirrespective fields.6. Click the “OK” button.7. Your inbox will be displayed. Click the “Get Mail” icon to check fornew email.Set Up Entourage (Mac) MailFollow the steps outlined below to set up a new Entourage (Mac) Mailaccount:5. On the “Junk Mail Filter” screen, decide if you want to enable theJunk Mail Filter and then click the right arrow to continue.6. On the “Your Name” screen, enter your name as you would like it toappear on your outgoing email messages, and then click the rightarrow to continue.7. On the “Your Email Address” screen, select “I already have an emailaddress that I’d like to use” and then enter your mygrande.netemail address in the space provided. Once completed, click theright arrow to continue.8. On the “Mail Servers” screen, make sure that POP is selected in the“My Incoming Mail Server” is a(n)__server drop-down list. In“Incoming Mail Server” field, enter “mail.mygrande.net”. In the“Outgoing Mail (SMTP)” field, enter “mail.mygrande.net”. Click theright arrow to continue.9. On the “Account ID and Password” screen, enter your username inthe “Account ID” field. Your username is every thing leading up to,but not including the @mygrande.net part of your email address.For example, if your email address is test_account@mygrande.net,you would enter test_account as your Account ID. In the“Password” field, enter in your Grande assigned password. If youdo not wish to enter your password every time you check youremail, put a check in the box labeled “Save Password in my MacOS keychain”. Click the right arrow to continue.10. On the last screen, enter an Account Name in the space provided.The name you provide should be descriptive so you can easilyidentify this account should you need to make changes.Click “Finish” to begin using Entourage.1. When Entourage is launched for the first time, the Entourage SetupAssistant will run. On the first screen, enter your First name andLast name in the spaces provided and then click the right arrow tocontinue.2. On the “Home Information” screen, enter your home addressinformation, and then click the right arrow to continue.3. On the “Work Information” screen, enter your work addressinformation, and the click the right arrow to continue.4. On the next “Welcome Screen”, select “I want to start usingEntourage without importing anything” and click the right arrow tocontinue. If you do in fact want to import information intoEntourage, you can do so at any time by selecting File > Importfrom within Entourage.

32Your Internet ServiceEmail PhishingPhishing is the term used by Internet scammers who imitate legitimatecompanies in emails to entice people to share user names, passwords,account information or credit card numbers. The term Phishing comesfrom the fact that Internet scammers are using increasingly sophisticatedlures as they “fish” for users’ private information. The most commonploy is to copy the look and feel of a web page from a major site anduse that design to set up a nearly identical page that appears to be partof the company’s site.There are several steps you can take to make sure you never fall for oneof these scams:• Always be suspicious of any email or phone call that asks for yourpersonal account information, such as a usernames, passwords,and account numbers. Emails, phone calls, text messages, instantmessage, or Web logs that appear to come from a reliable sourcemay not always be authentic.• Grande will never ask for billing or payment information throughemail.• Always be extra cautious when giving out your personalinformation on the phone.• Always ensure that you are using a secure server when submittingcredit card information. You can be sure you are using a secureserver by checking the beginning of the web address in yourInternet browser address bar – it should be https:// rather than justhttp://.• Contact your bank or credit card company if you think you mayhave replied to a fraudulent email with sensitive personal information.Online SecurityWe want you to have a secure, hassle-free online experience. GrandeCommunications can help with our SecureIT Security Package that weoffer to our Internet customers for free. SecureIT is an advanced,all-in-one Internet security tool from a leading security software providerthat can help protect your computer from harmful viruses, hackers andprivacy threats.SecureIT Includes:• Full anti-virus protection leveraging the largest continuously updated library of virus definitions to keep your PC or laptop safe.• A software firewall that monitors the connections of your PC/laptopand ensure that only allowed and safe data and traffic can bepassed between your computer and the world.• Spyware and pop-up blocking technology that stops unwanted adsand potentially malicious spyware dead in their tracks. Together,these services act like an alarm system and police squad to protectyour PC.• Anti-phishing database watches for suspect sites and alerts youwhen you hit a destination that might be fraudulent. This liveprotection protects you in a manner often overlooked byconventional security solutions.• Microsoft Windows Updates Alerting, which makes sure you havethe latest updates from Microsoft for your PC.Downloading and Installing SecureITWhen you activate your Internet service with Grande you will be sent anemail to your Grande email address. This email will contain instructionsand the software key to download SecureIT.SecureIT Basic will support up to 3 different computers for each account,enabling your whole family to be protected. It will run on any Windowsplatform, but is not Mac compatible. SecureIT Plus will supply additionalsupport on a per computer basis.Important: Please contact Grande Customer Service if you have notreceived the installation email.

Your Internet Service33Wireless Home NetworkingWireless Home Networking service letsyou connect multiple PCs, laptops,gaming consoles, tablets and otherwireless devices throughout your homeusing a wireless router provided byGrande. We have simplified the processto set up your own wireless home networkwith our cable modem with an embedded wireless router.Changing Your Personal SettingsA Grande Technician will professionally install your Wireless HomeNetwork when you sign up for Grande service. Please follow the stepsoutlined below if you need to change your routers name or password.1. Ensure that the Power, DS (Down Stream), US (Up Stream),and On-Line lights on the router are illuminated and solid.2. Connect a computeror other Internetcapable device to oneof the four Ethernet ports on the back of your router via anEthernet cable. Then open your Internet browser and enterhttp://192.168.0.1 into the address bar.3. When you are connectedto your router, you willsee a “Log In” screen.Enter “User” in the UserName field and thePassword will be leftblank. Now clock on “Log In”.4. You will be prompted to set up a username/password. You canleave it blank, but each time you login you will be prompted againas a reminder.5. Click on the ‘Wireless”tab at the top of the page.On the “Basic Settings”tab change your wirelessconfiguration to “manual”,then input new WirelessNetwork Name (or SSID)using 6-32 characters,and then click“Save Settings”.6. Now go to the “Wireless Security” tab. Change the Wirelesssecurity mode to “WPA or WPA2 Personal”. Enter the newWireless Network name or “Pre-Share Key” you entered in step 5.Then click “Save Settings”.7. Your network name and password are now changed. Please keepthis information in a safe location and only give to people you feelcomfortable accessing your network.8. If you ever forget yournetwork name orpassword, you canfactory reset your router.Simply hold down thereset button on the back of the router (this is the recessed buttonin the upper right hand corner) until all lights on the front of therouter turn amber.9. The router is now defaultedto the factory user name(i.e. SSID) and password(i.e. Pre-Shared Key), whichcan be found on the bottomof the router on the informationsticker. If you would like to change your setting from the factorydefaults, simply repeat steps 1-6 listed above.Important: If the router has been moved to an outlet other than wherethe Grande Technician installed it, then you must call GrandeCustomer Service to set up an appointment to have that outletactivated for Data servicesConnecting a Wireless Device to Your Home NetworkYour router supports Wi-Fi Protected Setup (WPS). If your wirelessdevice also supports WPS, then follow the steps outlined below:1. Press and hold the WPS button on the router for 3 seconds. Youmay notice a light near the WPS button begin to flash.2. Press and hold the WPS button on our wireless device for 3seconds. The wireless device will attempt to communicate with therouter.3. After 30 seconds the wireless device and the router should havecompleted the pairing process and the wireless device should beable to access the Internet.

34Your Internet ServiceIf your wireless device does not support the WPS function you willneed to enter your wireless home network information manually.Follow the steps outlined below:1. Refer to the manufacturer’s documentation regarding accessingthe wireless options on your wireless device. Your device shouldeither show you a list of available wireless networks or prompt youto enter the name or SSID of a wireless network.2. If the wireless device shows a list of networks, pick the name ofyour wireless home network from the list.3. If you need to enter the name or SSID of your wireless homenetwork, key in the name or SSID of you wireless home networkand then enter the network password (if the wireless device asksfor one). After entering the information the wireless device shouldbe able to access the Internet.Protecting Your Wireless Home NetworkKeeping your wireless home network secure is important. If at any timeyou feel that your network has been compromised, follow the stepsdetailed above to change your personal settings, such as your networkname and/or network password. Don’t hesitate to contact GrandeCustomer Service with any wireless home network security relatedquestions.Troubleshooting TipsProblem: The cable modem is not working.Normal operating light sequence on our D3 and D2 Arris modems arePower (solid)US (solid)Online (solid)Link (blinking)Try this: Your cable modem should operate continuously withoutmaintenance. You can leave the power to the modem on even whenyour computer is off. If your cable modem isn’t working, try thesetroubleshooting measures:1. Check your Grande services. If there is an outage it may affect allof your services. If this is the case, please contact Grande CustomerService.2. Check your cable connections. If your coaxial, Ethernet, or USBconnections are loose, you may not be able to send or receive data.3. Reset the modem by unplugging the power to the modem. Wait 30seconds and then plug it in. If you have a router, unplug the router,wait 30 seconds, and then plug it back in.4. Some modems have a standby mode. Make sure the modem is notin standby, which is indicated by an LED on the modem. There maybe a standby button that has been activated that will cause themodem to lose connectivity.5. Reboot your computer. Shutting down and restarting yourcomputer may resolve many computer problems.6. If you have a surge protector, make sure it is plugged in and doesnot need to be reset.Problem: I am unable to login to my home page.Try this: Verify that you are using the correct username, password,with attention to upper/lower case letters. If this doesn’t work, checkanother website to verify the Internet connection is working properly. Ifyou still cannot access your home page, please contact GrandeCustomer Service.Problem: I have forgotten my Password when logging into my HomePage.Try this: Go to https://password.mygrande.net/ to reset your password.FAQ’sWhat are the system requirements?For a PC:• Windows 98 SE II to Windows 7• 512 Megabytes of available hard disk space• 756 Megabytes of RAM (we recommend at least 1 gigabyte)• 1.8 GHz processor or higher• 1 Ethernet Port or 1 available USB PortCheck your computer’s capabilities by going to the start menu andclicking on “Control Panel” and selecting the “Systems” icon.For a Mac:• OS9.2 to Lion• 512 Megabytes of available Hard disk space• 756 Megabytes of RAM (we recommend at least 1 gigabyte)• 1.8 GHz processor or higher• 1 Ethernet Port or 1 available USB Port• View your computer’s capabilities by clicking on the Apple icon on yourtoolbar and selecting Apple System Profilers.

Your Internet Service33 35What Internet browsers can I use?Grande Internet supports most browsers so you can use what bestmeets your needs. Many of our customers use Microsoft InternetExplorer, Google Chrome, Safari or Firefox.Why can’t I get to the Internet via my router?First, make sure the modem is plugged in, has power and an active linklight. If the link light is active, you may need to power cycle your router.Also check the Ethernet or wireless connection to the computer. If youare unable to fix the router with a power cycle, refer to the troubleshootingsection inside your owner’s manual or contact your router manufacturerfor more support. If you are using a Grande provided router, pleasecontact Grande Customer Service.Why can’t I connect some of my wireless computers to the router?Wireless signal is limited by obstructions such as walls and floors,as well as distance. You may need to move your router to acquire astronger wireless signal. This could also indicate a problem with thecomputer trying to connect. If you are unable to correct the problemand you are using Grande Home Networking service, please contactGrande Customer Service.Can you help me find my wireless network? I have a Grandeprovided wireless router.Your wireless device should show a list of available wireless networkswhen you click on the Wi-Fi icon (insert image of Wi-Fi icon). Selectthe name of your network from the list. If you are unsure of the nameof your network, please refer to the instructions in the Wireless HomeNetworking section on page 33 of this booklet.Grande will setup two devices for you during the initial Grande HomeNetworking installation. If you need to connect more devices pleaseread the instructions on the Wireless Home Networking section.Should you require further assistance, please contact Grande CustomerService.Note: If you change your home wireless network name and/orpassword, write it down in the space provided on the back of thisbooklet for quick reference.How do I power cycle my cable modem?When you power cycle your cable modem you are resetting your cablemodem which may resolve some connectivity issues. Follow thedirections below to power cycle your cable modem:1. Make sure the coaxial cable is plugged securely into the modemand the wall outlet (a loose connection could result in lost or slowconnectivity).2. Unplug the cable modem from the power source.3. Leave the modem unplugged for two minutes.4. Plug the cable modem directly into the wall outlet.5. Wait up to approximately five minutes for the modem to regainsync (it usually takes less than two minutes and for many people, ittakes less than one minute to gain sync).6. Check the lights on your modem to ensure the cable lights aresteady.7. If the lights are illuminated, try visiting various Web sites.8. If you are unable to connect to Web sites, continue to the next step.9. Properly shut down the computer and turn off the power bypushing the on/off button on the computer.10. Restore the power and turn on the computer.11. Try several addresses on the Web.If you are using a Grande Internet Phone Modem, to power cycle youmust use a paper clip to hold down the reset button for 6-8 seconds inorder to perform a reset.Note: If you have Grande TV Service, verify you are receiving TVprogramming with a clear picture. If you are not receiving your GrandeTV programming, your data service will not function. Call GrandeCustomer Service for further assistance.

36Your Phone ServiceYour Phone ServiceWith Grande Communications, you’ll enjoy great Phone serviceand great value. Our service delivers maximum flexibility withpackages designed to meet your unique needs. Whether you arelooking for unlimited calling to anywhere in the US, Voicemail,access to our Online Phone Manager, we have what you need foryour calling needs.Table Of ContentsUsing Your Phone Service 37Outage Protection Services 38Your Online Phone Manager 38Your Calling Features 40Your Voicemail Service 46Understanding Your Equipment 49Troubleshooting Tips 50FAQS 51

Your Phone Service33 37Using Your Phone ServiceWelcome to your new Phone service from Grande Communications.With so many features available, please take a few moments tofamiliarize yourself so you can start enjoying your service to the fullest.Service OptionsWe offer a variety of service options and features to meet your specificneeds. Our most popular bundles include unlimited calls within the U.S.and Canada, plus 16 calling features.International CallingIn addition to great domestic long distance calling plans, you will alsoenjoy amazingly low international rates to over 260 countries. To see acomplete list of our international rates go towww.mygrande.com/intlrates.Mexico Savings PlanCustomers with Optimum and Essential Phone service will receivespecial discounted rates when calling to Mexico. For more details go towww.mygrande.com/intlrates.To Call Someone in a Country with an International Access Code:Enter: 011 (the international access code) + the country code + the citycode + the local phone number.For example, if you are calling Paris, France, dial 011(the internationalaccess code), 33 (the country code for France), 1 (the city code forParis) + the local telephone number.To see a complete list of our international country codes go towww.mygrande.com/intlrates.911 Emergency CallingGrande Communications Phone service provides 911 Emergency callingto police, fire and medical services. Our 911 emergency calling willautomatically relay your phone number and address in the event you areunable to do so, provided your public safety system supports this feature.In locations where this service is not available, you will be asked foryour phone number and address.As an added protection during a power outage, we provide batterybackup. This backup provides up to 8 hours of standby time and up to4 hours of talk time for your Grande Communications Phone service, soeven if you don’t have power, you can still dial 911.Note: As with any phone service, a cordless phone will not work in apower outage so you should have a working non-cordless phone inyour home at all times.Important: In order to not disrupt access to 911 Emergency calling,do not move your phone modem without notifying Grande CustomerService.Directory AssistanceBy dialing 411 you will gain access to any listed number in the UnitedStates. Provide the city and state, and we will find the desired listingincluding the area code. Directory assistance calls are charged on aper-use basis.Directory ListingGrande Communications offers primary and non-published directorylistings within your local while pages. Your phone number, or primarydirectory listing, is provided at no charge in the telephone directorypublished by the local phone carrier within your local Texas area.Non-published directory listings are available upon your request for amonthly fee. Your name, address and phone number will not be publishedin the phone directory or street address directory and will not beobtainable by the general public.Operator ServicesGrande Communications Operators are available for you at all times.Just dial 0 and you will connect to an Operator that can help you placeany of the following calls:Collect Calls – The Operator will connect the call for you and requestpayment from the called party.Person-to-Person Calls – The Operator will connect you to a particularperson.Bill to Third-Party Calls – The Operator contacts one phone numberand requests that the call charged to another phone number.Operator assisted calls are charged on a per use basis.

38Your Phone ServiceCall TraceCall Trace ensures the phone number of your last incoming caller istraced to provide necessary information to law enforcement agencies.To use Call Trace1. When you receive a harassing or offensive call, hang up immediately.2. Leave the phone on the hook for about 10 seconds to ensure that thecall terminates.3. Lift the receiver and listen for the dial tone. If you do not hear a dial tone,the call may not yet be terminated and you will need to repeat Step 2.4. Dial *57.5. Fill out the “Letter of Authorization for Call Trace” form located in the“Law Enforcement Agency Handbook” document atwww.mygrande.com/policies.6. Provide the form to your local law enforcement agency.Important: The information provided by Call Trace will not be available toyou directly. It will only be available to law enforcement authoritiespossessing a valid subpoena or other valid legal authorization. If thecall is life threatening, call your local law enforcement authoritiesimmediately.Deactivate Outage Protection Service1. Lift the phone and listen for dial tone.2. Dial *95.3. Listen to the deactivation message and hang up.Outage Protection service is deactivated.Outage Protection Service Status1. Lift your phone and listen for dial tone.2. Dial *14.3. Listen to the status announcement and hang up.Note: You can use the Online Phone Manager to activate anddeactivate Outage Protection Service.Your Online Phone ManagerManaging your account is just a click away with Online Phone Manager.You can listen to messages, manage your calling features, view your callhistory, and much more.Outage Protection ServiceGrande Phone services include Outage Protection Service. In case ofa service outage, this protection service will redirect incoming calls toanother phone number so you never miss an important call. You mustactivate this service using either the Online Phone Manager or the* codes as detailed below.Activate Outage Protection Service1. Lift the phone and listen for dial tone.2. Dial *94 and wait for the announcement.3. Enter the phone number where calls should be forwarded followedby #.4. Wait for confirmation announcement and hang up.Accessing Online Phone ManagerTo access Online Phone Manager go to http://phonemanager.mygrande.netor click on the Online Phone Manager links on the Grande Portal(www.mygrande.net).The first time you access the Online Phone Manager, you will beprompted for your Grande ID, password, Account Number and yourAccount PIN to register your email address.Outage Protection service is activated.

Your Phone Service39Grande Username and PasswordYour Grande Username is the same as your Grande Home Page(www.mygrande.net) username or the first part of your email addressbefore the “@” symbol.Example: If your email address is johndoe@mygrande.net then yourGrande Username is “johndoe”.Account PINThe Account PIN, also referred to as your CPNI Passcode, will berequired the first time you use the Online Phone Manager. TheAccount PIN can be found on the top right section of your BillStatement. Whenever you contact Grande Communications you will berequired to provide this PIN to authenticate yourself.Important: If you do not have your Grande Username or passcodesyou will need to contact Grande Communications Customer Support tocreate them for you.Managing your Calling FeaturesOur Online Phone Manager makes it easy for you to activate ordeactivate your Grande phone features.• Turn Anonymous Call Rejection On or Off.• Control Call Forwarding Options.• Turn Do Not Disturb On or Off.• Set-up Priority Ringing features.• Create a Selective Call Rejection list.• Turn Caller ID Blocking On/Off for calls.• Set up your Speed Dial keys from 2-9 and 00-99.• Turn Call Waiting On/Off for all calls.Your Call HistoryYou can view a detail of each call you have made or received using theCall History capabilities of Online Phone Manager.Managing your VoicemailOur Online Phone Manager lets you control advanced features for yourVoicemail.• List to your Voicemail online.• Erase Voicemail messages.• Change the number of rings before a call goes to Voicemail.• Turn Voicemail On or Off.• Set up an automatic email notification when you have a new Voicemail.• Set up email forwarding so you can actually get an email containing anattachment with a new Voicemail message.• Change your Voicemail passcode.

40Your Phone ServiceYour Calling FeaturesGrande Communications Phone service offers a powerful set of callingfeatures that give you more control. Whether you want to see who’scalling, or you want to have a special dial tone associated for your favoritecaller – Grande has the calling features you need. Different features areavailable either on our Optimum or Essential Phone Services, as notedbelow.Caller IDCaller ID lets you see the date, time and telephone number of theperson calling before you answer the call or in the call history on yourphone. You must have a phone with Caller ID capabilities or an add-onCaller ID unit in order to use this service.Caller ID DisplaysYour Caller ID may display various codes instead of an actual telephonenumber when you receive incoming calls:• P, Private, Blocked, Anonymous or No data: This means thecaller’s number was blocked by the caller from displaying or couldnot be delivered by the network.• E or Error: The phone or Caller ID unit cannot identify the caller’snumber.• Out of Area: The call is coming from an area that does notsup- port Caller ID.Important: Caller ID can be used with most answering machines as longas you set your machine to pick up after the second ring.Caller ID BlockingGet the security you need by permanently or temporarily blocking yourphone number from appearing on the Caller ID unit of the numberyou call. You can block your phone number on a call-by-call basis orpermanently.Unblocking Caller ID Permanently1. Lift the phone and listen for dial tone.2. Dial *36 and wait for confirmation announcement and hang up.You phone number will now appear on the Caller ID unit of anyone youcall from your home.Note: You can also activate and deactivate Caller ID Blocking from theOnline Phone Manager.Temporarily Blocking Caller ID1. Lift the phone and listen for dial tone.2. Dial *67 and wait for confirmation tone.3. Dial the phone number of the person you are calling. Your phonenumber will not appear on the Caller ID unit of the person you arecalling.4. When you hang up, Caller ID Blocking is terminated.Temporarily Unblocking Caller IDIf you have set your phone service to block your Caller ID permanentlyvia our Online Phone Manager or through *31, you may temporarilyunblock your phone number on a call-by-call basis.1. Lift the phone and listen for dial tone.2. Dial *65 and wait for the confirmation tone.3. Dial the number you wish to call. Your number will appear on theCaller ID unit of the number you call. When you hang up, thisfunction is cancelled. The next call you make will be ‘Private’ unlessyou again unblock your Caller ID.Blocking Caller ID Permanently1. Lift the phone and listen for dial tone.2. Dial *31 and wait for confirmation announcement and hang up.You phone number will not appear on the Caller ID unit of anyone youcall from your home.

Your Phone Service41Call WaitingCall Waiting lets you accept an incoming call while you are talking toanother caller. A special beeping tone alerts you of a second caller. Youcan either answer the second caller or continue talking.To do this, you will use the switchhook on a non- cordless phone orthe flash button on a cordless phone (located on the keypad). Theswitchhook is the button that disconnects your call when you hang up.When you press the switchhook, make sure you press it firmly and thenrelease it to activate the feature. Pressing for too long may disconnectthe call.Answer Call waiting1. You will hear a special beeping tone letting you know a secondcaller is waiting.2. Quickly press and release the Switchhook or Flash button on yourphone.3. Your first caller will automatically be placed on hold while you getconnected to your second caller.5. If you need to alternate between the two callers, simply press theSwitchhook or Flash button. While talking to each caller theconversations remain private.6. To end either call, hang up. The phone will then ring and when youanswer, the remaining caller will be on the line.Cancel Call Waiting (per Call)1. Lift the phone and listen for dial tone.2. Dial *70.3. Listen for confirmation tone.4. Enter the phone number you would like to call. Call Waitingautomatically turns back on when you hang up.Disable Call Waiting (Permanent)1. Lift the phone and listen for dial tone.Enable Call Waiting1. Lift the phone and listen for dial tone.2. Dial *43.3. Listen for confirmation announcement and hang up.Important: Activating Call Forwarding Always will disable Call Waiting.When you cancel Call Forwarding Always, your Call Waiting will bereactivated.Note: You can use the Online Phone Manager to cancel Call Waitingfor all calls.Call Waiting IDCaller ID also works with Call Waiting. When you hear a call waitingtone, capable phones will display the incoming call information.Three-Way CallingGet everyone connected with Three-Way Calling. You can connect athird participant to your phone call, regardless of who initiated the call.To do this, you will use the switchhook on a non-cordless phone or theflash button on a cordless phone (located on the keypad). The switchhookis the button that disconnects your call when you hang up. When youpress the switchhook, make sure you press it firmly and then release itto activate the feature. Pressing for too long may disconnect the call.Connect with Three-Way Calling1. Press the Switchhook briefly. The current call is placed on hold and youwill hear dial tone. If your phone is equipped with a Flash button,pressing the Flash button is the same as pressing the Switchhook.2. Dial the third participant and wait for them to answer.3. Once they have answered, press the Switchhook or the Flash buttonbriefly and connect all three parties.4. If the third participant’s phone line is busy or no one answers thephone, press the Switchhook or the Flash button briefly todisconnect the call and return to the original participant.2. Dial *39.3. Listen for confirmation announcement and hang up.

42Your Phone ServiceDisconnecting the Third Participant1. When you are ready to get back to a two-party call, press theSwitchhook or the Flash button twice briefly.2. The third participant is disconnected and you remain connected toyour original participant.Important: All participants can be local, long distance or international.Depending on your phone service you will be charged for any longdistance or international calls you initiate. Any of the three call participantscan disconnect from the call at any time. If you hang up, the call isterminated between all participants.Call ForwardingNo more worries about missing important calls when you are awayfrom home when you have Call Forwarding. You can forward your homephone number to any number of your choice.Important:• You can forward calls to a local or long distance phone number,but long distance charges may apply depending on your level ofservice.• Any calls forwarded to an international number will be billed as if youcalled that phone number directly.• You can continue to make outgoing calls when any of the CallForwarding features are activated.Call Forwarding AlwaysYou can forward your calls to another phone number if you don’t wantto miss an important call. Your calls will stay forwarded until youcancel the forwarding option.Activate Calling Forwarding Always1. Lift the phone and listen for dial tone.2. Dial *72 and wait for the announcement.3. Enter the phone number where you want calls forwarded followedby #.4. Wait for confirmation announcement and hang up.Call Forwarding Always has been activated.Deactivating Call Forwarding Always1. Lift your phone and listen for dial tone.2. Dial *73.3. When you hear the announcement, Call Forwarding Always hasbeen deactivated.Call Forwarding StatusYou can verify if your Call Forwarding status is either enabled ordisabled:1. Lift your phone and listen for dial tone.2. Dial *011.3. Listen to the status announcement and hang up.Note: You can use the Online Phone Manager to activate anddeactivate Call Forwarding Always.Call Forwarding No AnswerCall Forwarding No Answer redirects calls to a phone number youdesignate when your phone is not answered within the first 4 rings.Calls are redirected unto you cancel the forwarding option.Activate Call Forwarding No Answer1. Lift the phone and listen for dial tone.2. Dial *92 and wait for the announcement.3. Enter the phone number where you want your calls forwardedfollowed by #.4. Wait for confirmation announcement and hang up.Your Call Forwarding No Answer is now activated.Deactivate Call Forwarding No Answer1. Lift the phone and listen for dial tone.2. Dial *93.3. When you hear the deactivation announcement, yourCall Forwarding No Answer has been cancelled.

Your Phone Service43Call Forwarding No Answer StatusTo see if your Call Forwarding No Answer status is enabled or disabled,simply dial *13.1. Lift your phone and listen for dial tone.2. Dial *13.3. Listen to the status announcement and hang up.Number of rings on Call Forwarding No AnswerYou can set the number of rings before a call evokes the CallForwarding No Answer feature. The valid numbers are 0, 2-20.1. Lift your phone and listen for dial tone.2. Dial *98.3. Listen to the announcement and enter a valid number (0, 2-20).4. Listen to the confirmation announcement and hang up.Note: You can use the Online Phone Manager to activate anddeactivate Call Forwarding No Answer.Call Forwarding BusyAnother way to never miss a phone call is to redirect incoming callsto another phone number when you are on your phone. Without CallForwarding Busy, the caller would receive a busy signal. If you aren’t onyour phone, then calls will be directed to your phone number as usual.Activate Call Forwarding Busy1. Lift the phone & listen for dial tone.2. Dial *90 and wait for the announcement.3. Enter the phone number where calls should be followed by #.4. Wait for confirmation announcement and hang up.Call Forwarding Busy is activated.Deactivate Call Forwarding Busy1. Lift the phone and listen for dial tone.2. Dial *91.3. When you hear deactivation announcement, Call Forwarding Busyis cancelled.Call Forwarding Busy StatusYou can always know to the status (enable or disabled) of your CallForwarding Busy feature by dialing *12.1. Lift your phone and listen for dial tone.2. Dial *12.3. Listen to the status announcement and hang up.Note: You can use the Online Phone Manager to activate anddeactivate Call Forwarding Busy.Selective Call ForwardingUse Selective Call Forwarding to forward calls from specific numbers ona forwarding list to the phone number that you designate. All other callsring through to your phone.Adding Phone Numbers to Selective Call ForwardingTo use Selective Call Forwarding you will need to add at least one phonenumber to your list.1. Go to: https://phonemanager.mygrande.net and log in.2. Click on Call Forwarding and enter the desired phone number andname on the Selective Call Forwarding section.3. Save your changes and enable the feature.Selective Call Forwarding is now enabledActivate Selective Call Forwarding1. Lift the phone and listen for dial tone.2. Dial *63 and wait for the announcement.Selective Call Forwarding is activated.

44Your Phone ServiceDeactivate Selective Call Forwarding1. Lift the phone and listen for dial tone.2. Dial *83.3. When you hear deactivation announcement, Selective CallForwarding is cancelled.Important:• You can dial outgoing calls to phone numbers on your forwarding list.• You will receive a reminder ring on your phone when incomingcalls pass through. However, you will not be able to answer thecall from your phone.• Since one ring signal is sent to your phone for phone numbers onthe forwarding list, answering machines or fax machinesconnected to your phone line should be set not to respond toincoming calls on the first two rings.• You can forward your phone to a local or non- local number. However, depending on your phone service you will be billed for callsforwarded to long distance or international numbers, similar todialing that number directly.• The Selective Call Forwarding list overrides any other enabledCall Forwarding feature for incoming numbers contained on thelist.• If a number is contained on both the Selective Call Forwarding listand the Selective Call Reject list, Selective Call Reject takesprecedence in the processing of that number.Note: You must use the Online Phone Manager to add phonenumbers on your forwarding list before you can enable Selective CallForwarding functions.Speed DialYou can quickly dial up to 108 pre-programmed phone numbers fromany phone in your home.Set Up Speed Dial 8 (digits 2-9)1. Lift the phone and listen for dial tone.2. Dial *74 to program digits 2 to 9 as your Speed Dial keys.3. Wait for dial tone and enter the digit you want to assign as the SpeedDial key (e.g. 2-9) followed by the phone number to be programmed.4. Wait for confirmation announcement and hang up. The Speed Dialkey has been set up to the phone number you just entered.5. Write down the Speed Dial key you assigned to each phone number.6. Repeat steps 1 through 5 for each phone number you want to assign a Speed Dial key.To use Speed Dial 8 (2-9) from the phone after programming, youshould dial the Speed Dial code number, then # (e.g. 2#).Set Up Speed Dial 100 (digits 00-99)1. Lift the phone and listen for dial tone.2. Dial *75 to program digits 00 to 99 as your Speed Dial keys.3. Wait for dial tone and enter the digits you want to assign as theSpeed Dial key (e.g. 00-99) followed by the phone number to beprogrammed.4. Wait for confirmation announcement and hang up. The Speed Dialkey has been set up to the phone number you just entered.5. Write down the Speed Dial key you assigned to each phone number.6. Repeat steps through 5 for each phone number you want to assign aSpeed Dial key.To use Speed Dial 100 (00-99) from the phone after programming, youshould dial the Speed Dial code number, then # (e.g. #02).Important:• You can program a total of 108 Speed Dial keys. The telephonekeys are 2-9 and 00-99.• You can set up Speed Dial to local, long distance or internationalphone numbers. Make sure to include all digits you regularly dial.Note: You can assign and manage your Speed Dial keys through theOnline Phone Manager.Call Return (*69)With Call Return (*69) you can automatically dial back the most recentphone number that called you.Using Call Return1. Lift the phone and listen for dial tone.2. Dial *69.

Your Phone Service453. You will hear the most recent number that called you.4. Follow the instructions and press 1.5. If the called phone number is busy or no one answers the call,hang up the phone and repeat Step 1.Important:• Call Return only works on local phone number.• Call Return may not work if the original caller used a phone numberblocking feature.• To delete the Call Return number (the most recent number thatcalled you) dial *89.Auto Redial (*59)Auto Redial dials the phone number of your most recent outgoing call.Using Auto Redial1. Lift the receiver and listen for dial tone.2. Dial *59.3. You will hear the standard tone indicating you are calling the mostrecent phone number you called.4. If the called phone number is busy or no one answers the call,hang up the phone and repeat Step 1.Important: Auto Redial cannot be used to call 911.Do Not DisturbWhen you activate Do Not Disturb, all incoming calls are automaticallysent to Voicemail so your phone does not ring.Activate Do Not Disturb1. Lift the phone and listen for dial tone.2. Dial *78.Cancel Do Not Disturb1. Lift the phone and listen for dial tone.2. Dial *79.3. Wait for deactivation announcements and hang up.Do Not Disturb is cancelled.Important:• A ring signal is not sent to your phone while Do Not Disturb isactivated. Any answering machines or fax machines connected tothis phone line will not be able to respond to incoming calls.• Do Not Disturb overrides all Call Forwarding settings.Note: You can also activate and deactivate Do Not Disturb from theOnline Phone Manager.Selective Call RejectionSelective Call Rejection blocks incoming phone numbers you specifyto be blocked. Your phone does not ring when these calls arrive. Thecaller is disconnected after hearing a short message stating that you arenot accepting calls at this time.You must use the Online Phone Manager to activate all SelectiveRejection function.Adding Phone Numbers to Selective Call RejectionTo use Selective Call Rejection you will need to add at least one phonenumber to your list.1. Go to https://phonemanager.mygrande.net and log in.2. Click on Selective Call Rejection and enter the desired phonenumber(s) and name(s).3. Save your changes and enable the feature.Selective Call Rejection is now enabled.3. Wait for confirmation announcement and hang up.Do Not Disturb is activated.

46Your Phone ServiceAnonymous Call RejectionYou can stop receiving unidentified calls with Anonymous CallRejection. When incoming calls do not have a caller’s name or phonenumber. Anonymous Call Rejection will automatically route these callsto a short message stating that you are not accepting calls at this timeand your phone will not ring.Activate Anonymous Call Rejection1. List the phone and listen for dial tone.2. Dial *77.3. Wait for confirmation announcement and hang up.Anonymous Call Rejection is activated.Deactivate Anonymous Call Rejection1. Lift the phone and listen for dial tone.2. Dial *87.3. Wait for confirmation announcement and hang up.Anonymous Call Rejection is deactivated.Important:• Anonymous Call Rejection specifically blocks calls from phonesthat have made the caller’s phone number private.• This service does not apply to calls originating from phones whereCaller ID service is not offered.Note: You can also activate and deactivate Anonymous Call Rejectionfrom the Online Phone Manager.Priority RingingWith Priority Ringing, you can set up a list of special callers so yourphone will ring with a special tone when they call.Note: You can only setup Priority Ring using Online Phone Manager.Adding Phone Numbers to Priority RingingTo use Priority Ringing you will need to add at least one phone numberto your list.2. Click on Priority Ringing and enter the desired phone number and name.3. Save your changes to enable the feature.Priority Ringing is now enabled.Important:• A caller will not be aware you have Priority Ringing. The callerhears the regular, familiar ring.• Priority Ringing may not work with all phones.Your Voicemail ServiceYour Grande Communications Voicemail service help you never miss animportant call, whether you’re out of town or on the other line. With ouradvanced tools, you can even get email alerts when you have newVoicemail and listen to Voicemail from most Internet-connected devices.Voicemail is included with our Optimum Phone Service and available asan optional service with our Essential Phone service.Note: As a default, your new voicemail password will be set to 9999.Voicemail Service FeaturesOur Voicemail service has all the standard features you need to manageyour calls:• Listen to messages at home, away from home or online.• Message playback controls (rewind/fast-forward).• Send messages to other Grande Communications users.• Create multiple personal greetings.• Advanced mailbox management tools.• Use online phone manger to listen, download and e-mail yourvoice messages.Note: Voicemail is enabled by default thus if you plan to use a personalanswering machine Grande voicemail should be disabled.Types of Voicemail Messages• New – messages that have not yet been reviewed.• Skipped – new messages you choose to skip are saved in a specialcategory.• Saved – messages that have been reviewed and saved.• Deleted – messages that have been reviewed and deleted. Messagesmay be undeleted until you hang up or return to the Guide Menu.1. Go to: https://phonemanager.mygrande.net/and log in.

Your Phone Service47Message NotificationYour Voicemail service will notify you that you have a new message.When you pick up the phone to hear a dial tone, you will hear a stutter-toneindicating you have a new message. If your phone is equipped with amessage waiting light, it will also be lit.Note: You can also choose to get a new Voicemail message deliveredto you via email using the Online Phone Manager.To clear the Message waiting indicator:1. Lift the phone and listen for dial tone.2. Dial *99.3. Listen to the confirmation announcement and hang up.Note: You can use the Online Phone Manager to receive notificationof new Voicemails or to get copies of Voicemail messages via youremail.Voicemail Storage/Time RulesYou can store up to 60 minutes of recorded new and saved messagesin your mailbox at any one time. The maximum message length is 2minutes. Saved messages will be stored for a maximum of 60 daysand then deleted. When a mailbox is full, no new messages can berecorded.Accessing Your voicemailFrom home1. Lift the phone and listen for dial tone.2. Dial *86.3. When prompted, enter your Passcode, then press #.Away From home1. Dial your Grande Communications phonenumber.2. Press the * key anytime during your recorded greeting.Voicemail Guide Menu OptionsWhen you access Voicemail, you will start at the Voicemail Box menu.There are several options:MESSAGE OPTIONImportant: When using the Voicemail system, you can enter a menuchoice at any time. You do not need to wait for the announcement tofinish playing.Setting Up Your VoicemailThe first time you use your Voicemail you will be required to set it up bychanging the default Passcode and your name.1. Lift the phone and listen for dial tone.2. Dial *86 from home.3. When prompted, enter your default Passcode, which is 9999, thenpress #.4. Listen to the instructions for creating a new Passcode and enteryour new 4 -10 digit Passcode, then press #.5. When prompted, re-enter your new Passcode, then press #. Besure to write down your Passcode so you do not forget it.Setting Up Your GreetingsKEYListen to Messages 1Change your mailbox busy greeting 2Change your mailbox no answer greeting 3Compose and send a new message 5Delete all messages 7Change your Passcode 8Record your name 9Repeat Options #You can set up your Voicemail so that callers hear a different personalgreeting if you don’t answer, if the line is busy, or if you will be awayfrom the phone for an extended period.3. When prompted, enter your Passcode then press #.

48Your Phone ServicePersonalize the No Answer GreetingThe No Answer Greeting cannot be turned off. A standard systemgreeting with your name will automatically be played unless you createa personalized No Answer Greeting.1. Lift the phone and listen for dial tone.2. Dial *86 to access your voicemail from home.3. Press 3 for No Answer.4. Press 1 to record a new greeting.5. When prompted, record your greeting and press # when done.6. If you are satisfied with the greeting, press * to save and the newgreeting will be activated.Changing a Personalized Busy Greeting1. Lift the phone and listen for dial tone.2. Dial *86 to access your voicemail from home.3. Press 2 for Busy Greeting.4. Press 1 to record a new greeting.5. When prompted, record your greeting and press # when done.6. If you are satisfied with the greeting, press * to save and the newgreeting will be activated.Important: Be sure to record your entire personal greeting and press *to save and activate your new greeting before hanging up. If you hangup before you have activated your new greeting, the prior greeting willremain active.Listing to Messages1. Lift the phone and listen for dial tone.2. Dial *86 to access your voicemail from home.3. Press 1. You will hear a recording about the number of messagesin the folder and the first message will be played.Listing to Messages (continued...)OPTIONS MENUKEYSave message #Erase message 7Repeat the message 2Play the message envelope 5Previous message 4Next message 6Additional options 9Previous Menu *Navigating during PlaybackThese navigation options are available while the message is playing:MESSAGE OPTIONKEYPause Message 2Skip backward 1Skip forward 3Jump to beginning 4Jump to End 6Important:• Each message includes the date and time the messagewas left.• New messages are played first, then Skipped messages,then Saved messages.• When you have listened to all your messages, you will bereturned to the Guide Menu.Deleting Saved MessagesTo delete saved messages and free up storage space:1. Lift the phone and listen for dial tone.2. Dial *86 to access your voicemail from home.3. Press 1 to hear any new messages.4. Press 7 to delete each message as it plays.

Your Phone Service49Changing your PasscodeHere is a guide to each light on a standard phone modem:You can change your Passcode as many times as you want – just makesure to keep track of the new Passcode.To change your Passcode:1. Lift the phone and listen for dial tone.2. Dial *86 to access your voicemail from home.3. Press *.4. Press 8 to reach the Change Passcode Settings menu.5. Listen to the instructions for creating a new Passcode.6. Enter your new 4 -10 digit Passcode then press #.1. Battery2. Telephone 23. Telephone 14. Link5. Online6. US (Upstream)7. DS (Downstream)8. Power1 2 3 4 5 6 7 87. Re-enter the new Passcode then press #.8. Listen to the confirmation announcement and hang up.Important: Should you forget your Passcode, don’t hesitate to contactGrande Customer Service.Note: You can use the Online Phone Manager to change your Passcode.Understanding Your EquipmentYou will receive a phone modem with your Grande Phone Service. Thissingle device connects our network to your phones and home computerand is compatible with almost all existing cordless and non-cordlessphones. The phone modem comes with battery backup so if your powergoes down, your Grande Phone Service will still be available for up to 8hours of standby time and up to 4 hours of talk time.NOTE: Your modem may look different than the modem shown above.You can find more information about you modemwww.mygrande.com/userguides.If your system is connected and working properly these lights will besteady green. Many lights will blink if the device is in use. TheTelephone 2 light will be dark if you only have one telephone line.Important: If your modem is reset or if there is a problem, your lightswill flash orange.Back View of Phone ModemFront View of Phone ModemIf the modem is operating correctly the light sequence for PhoneModem will be:Power (solid)Us (solid)Online (solid)Link (Blinking)Telephone (solid to what line is active on the modem)71. Power Cord2. Cable3. Reset4. USB5. Ethernet6. Telephone 27. Telephone 1654321

50Your Phone ServiceTroubleshooting TipsProblem: No dial tone.Try This: Check the lights on your phone modem (the deviceconnecting your cable to your phone adapter).• Power Light – should be solid. If not, verify that the device isplugged directly into a working power outlet.• DS (Receive) Light – should be solid. If not, verify that the coaxcable and power cord are plugged directly into the device. Unplugthe power cord from the device and leave it disconnected for 60seconds. Reconnect the power cord. If the receive light still doesnot light up solid, please contact your Grande Customer SupportCenter.• US (Send) Light – should be solid. If not, verify that the coax cableandpower cord are plugged directly into the device. Unplug thepower cord from the device and leave it disconnected for 60seconds. Reconnect the power cord. If the send light still does notlight up solid, please contact your Grande Customer Support Center.• Online Light – should be solid.• Link (PC) Light – should be blinking. If not, verify that the Ethernetcable is plugged in to both the cable modem and the phoneadapter. Unplug the power cord from the phone adapter and leaveit disconnected for 60 seconds. Reconnect the power cord. If youstill do not have dial tone, please contact your Grande CustomerCare Center.• Telephone 1 Light – should be steady green when a device isconnected. They will blink if the device is in use.• Telephone 2 Light – should be steady green when a device isconnected. They will blink if the device is in use. Will be dark if youonly have one telephone line.• Battery Light - should be steady green. It will blink if there is aproblem with the battery. Your connection should not be affectedby the status of the battery light as long as you have power to thephone modem. If the battery light is off, make sure the Modem isplugged in and the battery is securely connected. If the light off orflashing, please contact your Grande Customer Support Center.Problem: Cannot Receive Calls.Try This: Check all phones to be sure that the ringers have not beenturned off and to see which phones are affected. You should also makesure that you do not have Call Forwarding or Do Not Disturb featuresactivated. Verify the phone modem is connected to the phone orinstallation phone jack.If all phones are affected, please contact your Grande CustomerSupport Center.Problem: Calls Disconnecting or Can’t Hear the Other Side of theConversation.Try This: Check all phones to see if only specific phones are affected bythis problem. If using a cordless phone, test with a non-cordless phoneif possible. If only certain phones are susceptible, check connections orreplace the phone itself.Verify the type of call the other party is making. If they are using a cellphone, your conversation could be affected by reception difficulties. Ifthe call is a local or long distance call from a standard phone line andyou are still experiencing problems, please contact your GrandeCustomer Support Center.Problem: I Am Getting Short Rings on My Phone and No One is ThereWhen I Answer.Try This: If your phone is giving only one short ring, you may have CallForwarding activated on your line. Please refer to call forwarding statusin the phone section to verify call forwarding status.Problem: One of My Phone Jacks is Not Working.Try This: Try plugging another phone into the jack to verify that theproblem is not the phone itself. Check every phone and make sure theyare securely plugged in. If you continue to experience problems with thejack, call the Grande Customer Support Center.Problem: My Personal Answering Machine is Not Working.Try this: Verify that Grande Voicemail is disabled. You can disableVoicemail through our Online Phone Manager located athttp://phonemanager.mygrande.net or by contacting Grande CustomerService.Make sure that all phones are on the hook and that cordless phonebatteries are charged. Plug the phone directly into the phone adapter todetermine if the issue may be related to wiring inside your home. Try toplug a working corded phone into different jacks to find out if the issueis isolated to one phone or jack.

Your Phone Service51FAQ’sWhere can I view detailed call information?Call history itemization is available through our Online Phone Managertool located at https://phonemanager.mygrande.net.Can I restrict international calling?Yes. Contact Grande Communications if you would like to put a block onall international calls.Can I use my own answering machine?Yes, however you will need to disable Grande voicemail. You can disableVoicemail through our Online Phone Manager located athttp://phonemanager.mygrande.net or by contacting Grande CustomerService.Note: voicemail is enabled by default if voicemail feature is activated.Will fax machines work with Grande Communications Phoneservice?Yes, Phone service is compatible with most fax equipment brands;however the baud rate may need to be set on low and error correctionmay need to be disabled.Can I use my existing telephone and caller ID equipment?The majority of cordless and non-cordless phones, caller ID units,answering machines, fax machines and alarms will work with GrandeCommunications Phone service. We suggest you test your equipmentonce your Grande Communications Phone service is installed.Can I watch TV and surf the Internet while I’m on the phone?Yes, you can use all three services at the same time, on the same walloutlet.If my TV service stops working will I still be able to make phonecalls?In most cases an interruption in TV service should not affect yourphone. However, outages can cause an interruption in your Phoneservice. All Grande Phone services include our Outage Protectionservice. In case of an outage, this service will redirect incoming calls toanother phone number so you never miss an important call. Rememberto activate this service in order for it to work.What is E911? Does Grande Communications Offer E911 service?E911 (Enhanced 911) has the benefit of automatically transmitting yourtelephone number and location to the 911 Operator. E911 automaticallycomes with your Grande Communications Phone Service at no charge.Important: If for any reason you need to move the phone modem ortake it to another residence, please contact the Grande CustomerSupport Center so your E911 service is maintained.Do I need to buy a special type of phone or other equipment?No, your current home phone will work with Grande Phone service.Will my fax machine work with Grande Phone service?Grande Phone service is compatible with most fax equipment brands.If you have Basic, Essential or Optimum Phone service, make sure thatyour fax speed is set to the lowest level.Will my current answering machine work with Grande Phone service?Yes, your answering machine will work with our Phone service. If youcurrently have Grande Voicemail service set up, you will need to disableGrande Voicemail. Customers with access to the Online Phone Managercan disable voicemail through the online manager. If you do not haveaccess to online phone manager please Contact Customer Service todisconnect voicemail service.Can I select my own phone number?Grande doesn’t provide vanity numbers, however we do offer a selectionof available numbers from which you may choose.Can I keep my current phone number?Yes, with Grande you can port your landline number over from mostother providers within the same service.Note: The phone number must be active with the current provider forporting.I am trying to set up my home voice mail for the first time. What isthe default passcode?The default passcode is 9999. After you enter the default passcode,press # and then listen to the instructions for creating a new,personalized passcode.

52How to Read your Monthly BillHow to Read Your Monthly BillYour Monthly Bill from Grande Communications is Easy to Read• A quick summary of charges on the front page gives you accuratefees at a glance.• Detailed charges on following pages allows you to see all yourcurrent transactions.• Special announcement, customer service information and paymentinstructions are in special sections that are easy to find andunderstand.• Larger format is clear, simple and color/highlighted sections helpsdifferentiate various charges.Go Green!Sign Up For Paperless BillingYou can set up paperless billing by visiting billing.mygrande.comUnderstanding your Monthly Bill1 Account PINYou will be prompted by Customer Service to provide this4-digit security PIN when inquiring about your account.2 Contact UsFlexible options to help you reach us.3 SummaryTotal charges, payments, credits and balance due.4 Messaging CenterImportant account information or news from Grande.5 Payment CouponSimply tear it off and return with your check/money order.6 Payment DetailsTransaction information during this billing period.7 Detailed ChargesDetailed charges for each service that you have with Grande.8 Taxes and FeesConsolidated detail of taxes and fees applied to youraccount, in one simplified section.

How to Read your Monthly Bill5316427835This is a sample bill for demonstration only. Specific services subject to availability. Please contact Grande for details.

GRANDE RETAIL CENTERSAustin: 1923 East 7th Street, Suite 100 | Austin, Texas 78702Corpus Christi: 6441 Saratoga Blvd. | Corpus Christi, Texas 78414Dallas: 500 Tittle Drive, Suite 400 | Lewisville, Texas 75056Midland: 3001 Cuthbert | Midland, Texas 79701Odessa: 2401 East IH20 | Odessa, Texas 79766San Antonio: 6480 N. New Braunfels Ave., Ste #104San Antonio, Texas 78209San Marcos: 401 Carlson Circle | San Marcos, Texas 78666Waco: 7200 Imperial Drive | Waco, Texas 76712WEBSITE: www.mygrande.comPHONE: 866-247-2633important customer informationTiVo Service Number: (can be found on the back panel of your TiVo Premiere/Premiere Q from Grande)TiVo Stream Service Number (TSN): (can be found on the bottom of your TiVo Stream from Grande)Customer Email Address:Customer Username:Customer Password:Home Networking Password:Account Phone Number:Voicemail Password: (default set to 9999)Account PIN:

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