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Customer Guide - Grande Communications

1. lt q HDTV back Your TV Service Your TV Service In addition to setting up your TV with your HD digital receiver or TiVo Premiere you can set up your home theater system DVD player stereo system or game system The diagrams below illustrate how to set up these types of connections To Connect an HD Receiver with Your Home Theater System lt q HD Receiver back Cable input Digital Audio cable Home Theater Receiver back P Audio cables HD Video cables If you have an HD Video receiver and a TV with HDMI input you can use re ah is a single HDMI cable playback instead of a component cable Both cables will a o AVCR back OUT lt q HDTV back To Connect a DVD Player Digital INQ QOUT OOUT 4 Receiver D back Cable Coaxial Audio amp Video TV back DVD back To Connect a Stereo Digital NO QUT OOUT 4 Receiver D back Cable Coaxial i Audio amp Video back TV back Your TV Service To Connect a Game System Digital NO OUT OUT l4 Receiver E back Cable Coaxial a ON OIN Qout ouT VCR back Audio amp Video Coaxial Audio amp Video TV back IN 1 Audio amp Video Game back Your TV Service Troubleshooting Tips Problem No sound Possible Cause MUTE is accidently pressed on your remote control or television Try This Press MUTE on the remote control to restore the volume level
2. Note On Demand is not available in Dallas Using On Demand on Scientific Atlanta and Motorola Digital Receivers Motorola Scientific Atlanta You must have Preferred TV or Premier TV and either a Scientific Atlanta in Austin San Marcos Waco San Antonio or Motorola digital receiver in Corpus Christi Midland and Odessa to access Grande s On Demand service Follow these steps to access On Demand 1 Tune to Channel 1 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 On Demand menu 6 Press LAST to return to prior On Demand screen Note Movies events and other programs are typically available for 48 hours after rental Adult programs are available for 8 hours after rental You can watch a program as many times as you like within the rental period To resume watching a previously rented program go to that program s category and select My Rentals or Saved Programs Your TV Service Using On Demand with TiVo Premiere Your TiVo Premiere integrates Grande On Demand into TiVo s search browse amp discover tools so it is easy to find your favorite TV shows and movies any time day or night The fastest way to access the Grande On Demand library is to pre
3. 1 Lift the phone and listen for dial tone 2 Dial 83 3 When you hear deactivation announcement Selective Call Forwarding is cancelled Important e You can dial outgoing calls to phone numbers on your forwarding list e You will receive a reminder ring on your phone when incoming calls pass through However you will not be able to answer the call from your phone e Since one ring signal is sent to your phone for phone numbers on the forwarding list answering machines or fax machines connected to your phone line should be set not to respond to incoming calls on the first two rings e You can forward your phone to a local or non local number How ever depending on your phone service you will be billed for calls forwarded to long distance or international numbers similar to dialing that number directly e The Selective Call Forwarding list overrides any other enabled Call Forwarding feature for incoming numbers contained on the list e Ifa number is contained on both the Selective Call Forwarding list and the Selective Call Reject list Selective Call Reject takes precedence in the processing of that number Note You must use the Online Phone Manager to add phone numbers on your forwarding list before you can enable Selective Call Forwarding functions Speed Dial You can quickly dial up to 108 pre programmed phone numbers from any phone in your home Set Up Speed Dial 8 digits 2 9 1 Lift the phone and l
4. 2 Use the UP DOWN LEFT RIGHT arrow buttons to highlight Turn Off On Parental Control 3 Press the OK SEL button to change settings ON or OFF Then enter your Parental Control PIN Setting Parental Controls Block Channels 1 Press the GUIDE button and then the SETTINGS button on the remote 2 Use the UP DOWN LEFT RIGHT arrow buttons to highlight Block Channels and press the OK SEL button on the remote 3 Ifyou set up a Parental Control PIN you will be required to enter it at this time 4 Use the UP DOWN LEFT RIGHT arrow buttons to choose the channels to block When your selection is highlighted press the OK SEL button 5 Press the A button to accept blocked channel Then press the EXIT button to return to watching TV Your TV Service Setting Parental Controls Block Ratings 1 Press the GUIDE button and then the SETTINGS button on the remote 2 Use the UP DOWN LEFT RIGHT arrow buttons to highlight Block Ratings and press the OK SEL button on the remote 3 Ifyou set up a Parental Control PIN you will be required to enter it at this time 4 Use the UP DOWN LEFT RIGHT arrow buttons to choose the rating 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 to block 6 Press the A button to accept Note Blocks do not take effect until Parental Control is turned on Lonoral Soattings kag j ee ae Ate
5. decide if you want to enable the Junk Mail Filter and then click the right arrow to continue On the Your Name screen enter your name as you would like it to appear on your outgoing email messages and then click the right arrow to continue On the Your Email Address screen select I already have an email address that I d like to use and then enter your mygrande net email address in the space provided Once completed click the right arrow to continue 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 the right arrow to continue On the Account ID and Password screen enter your username in the 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 you do not wish to enter your password every time you check your email put a check in the box labeled Save Password in my Mac OS keychain Click the right arrow to continue On the last screen enter an Account Name in the space provided The name you provide should be descripti
6. is located on your TV Try This Consult your television user guide to find out if your TV has this feature If it does it can easily be turned ON or OFF on the television itself Problem On some of my channels the audio does not match the program being displayed or 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 the program being displayed or 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 purchase On Demand content Possible Cause This error means that your account is past due or you have reached your credit limit Try This Contact Grande Customer Service or use your online bill payment tool to resolve this situation You will be able to purchase On Demand programs within one hour of making a payment FAQs What are the icons at the bottom of the screen These icons are called Quick Menu icons They are available to help you find what you re looking for faster The Quick Menu lets you quickly go to other areas of the guide such as Movies or Favorites Menu Once you have selected a program title by highlighting it and press OK SEL or INFO you can use the Action Icons on the information screens
7. p vang w Pay Per View PPV Ordering PPV 1 From the Guide Menu highlight the movie event you want to pur chase 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 com for a listing of your Pay Per View specific channels Your TV Service Your Motorola Digital Receiver This section covers the Motorola digital receiver used in Corpus Christi Midland Odessa and Dallas Interactive Program Guide Your interactive program guide gives you easy access to all the features of digital TV It let s you see TV listings by time provides viewing options by category search functions Favorites local weather and more You can narrow your search by using the theme or other various subcategories This guide also lists program and program information for every channel up to 14 days in advance To Access the Interactive Program Guide 1 Press GUIDE once on your remote To get Detailed Information on a Program 1 2 Press the GU DE button on your remote to go to the program listings Use the ARROW BUTTONS to move the selector box around the screen and to highlight a selection Press INFO on your remote to see detailed program information for any highlighted t
8. Bar Will Change To Password Changed Important Email passwords are case sensitive Managing Accounts Your Grande Internet Service may include up to 5 email accounts You can use this option to view your current accounts setup new accounts or delete accounts you no longer need View Current Email Accounts When you enter the Account Manage option you will see all your valid email accounts with their current disk usage information as well as the first and last name assigned to each one of them Creating a New Email Account Follow 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 be between 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 and will now appear on the Email Address list Note You will only be able to create an email account if you have not reached your maximum limit Deleting an Email Account Follow these steps to delete an email account 1 Click on the Delete button next to the email address you want to delete 2 Click OK on the confirmation message 3 Under the Attention area you should see a message reading SUCCESS This account has been deleted Your In
9. Email 1 Click on the white checkbox to the left of the email you wish to delete A checkmark will now appear within the box Follow this process 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 be accessed by clicking on the Folders icon 4 You can set up your account to purge your deleted messages after a specified time period This helps alleviate concerns of exceeding disk storage thresholds Click on your Options icon to access Maintenance Operations and set your personal options How to Create Other Folders Many users often create other folders to help organize email After reading your mail you can put it in a folder organized by theme date or whatever makes sense to you 1 Click on the checkbox next to the email you want copied or moved to a different folder After you have clicked it the box should be marked with a checkmark 2 Click on the Down arrow next to the Messages To text and click on New Folder 3 Click on Move or Copy depending on whether you want to move the email to a new folder or want another copy of the specific email in a new folder 4 A box will appear asking you to name the new folder Type in your desired name and click OK 5 To view the folder click on the down arrow by the Open text and clic
10. Email After you have logged in to your Grande email account you just a few simple steps away from sending an email 1 Click on the New Message icon Li Wea heri 2 Inthe To box type the email address of the person you want to receive the email 3 Inthe 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 the MeSsage 6 Your email has been sent Your Internet Service Using Grande Webmail continued How to Read your Emails 1 Click on the Subject the email you would like to read Once you do that email will open 2 To open a different email click on the Inbox button This will take you back to your inbox folder where you can open another email by clicking on the Subject How to Replay to an Email 1 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 on the Reply to Sender text On the flip side if you want to reply to everyone included on the email click on Reply to All text 3 After you click on this text your email will already have the email address of the recipient and the Subject line populated 4 Type your message and then click on the Send Message button How to Delete an
11. In case of an outage this service will redirect incoming calls to another phone number so you never miss an important call Remember to activate this service in order for it to work Your Phone Service What is E911 Does Grande Communications Offer E911 service E911 Enhanced 911 has the benefit of automatically transmitting your telephone number and location to the 911 Operator E911 automatically comes with your Grande Communications Phone Service at no charge Important If for any reason you need to move the phone modem or take it to another residence please contact the Grande Customer Support Center so your E911 service is maintained Do 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 that your 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 you currently have Grande Voicemail service set up you will need to disable Grande Voicemail Customers with access to the Online Phone Manager can disable voicemail through the online manager If you do not have access to online phone manager please Contact Customer Service to disconnect voicemail service Can
12. Manager HERNE Welcome fa your DADE Peel Lae Your Phone Service Your Calling Features Grande Communications Phone service offers a powerful set of calling features that give you more control Whether you want to see who s calling or you want to have a special dial tone associated for your favorite caller Grande has the calling features you need Different features are available either on our Optimum or Essential Phone Services as noted below Caller ID Caller ID lets you see the date time and telephone number of the person Calling before you answer the call or in the call history on your phone You must have a phone with Caller ID capabilities or an add on Caller ID unit in order to use this service Caller ID Displays Your Caller ID may display various codes instead of an actual telephone number when you receive incoming calls e P Private Blocked Anonymous or No data This means the caller s number was blocked by the caller from displaying or could not be delivered by the network e or Error The phone or Caller ID unit cannot identify the caller s number e Out of Area The call is coming from an area that does not sup port Caller ID Important Caller ID can be used with most answering machines as long as you set your machine to pick up after the second ring Caller ID Blocking Get the security you need by permanently or temporarily blocking your phone number from appearing on the Caller ID unit
13. 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 TVs are impacted or just one On any impacted TVs check to make sure cables are connected properly and your TV s is tuned to the cable channel 3 or 4 If you still aren t receiving a cable signal on any or all TVs 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 your digital receiver Make sure the digital receiver is ON Problem REC is displayed on the front LED display on my digital receiver and cannot change any settings via my remote Possible Cause The record button was pressed on the remote control but 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 to use your remote Problem Remote control doesn t work Possible Cause Obstruction between the remote and the digital receiver the remote isn t set to Cable TV mode dead batteries Try This Make sure nothing is on the digital receiver or blocking a clear line of sight between the receiver and the remote OR press CBL on your remote OR change the batteries in your remote control Problem Cannot find the secondary language option Possible Cause The SAP secondary audio program
14. TiVo Suggestions you ll find a list of recorded TiVo Suggestions in you re My Shows list TiVo Suggestions are marked with a Suggestions icon Collections Find Shows Based on Genre or Category From the TiVo Central screen select Find TV movies amp videos then select Browse TV amp movies You ll find groups of shows on related subject matter recommended by the TiVo Service partners or video providers Stream the Tunes you Love from the Internet your PC or your Mac to the Best Speakers in the House Access the best of internet radio with Pandora Internet Radio amp Live 365 Pandora let s you create custom Internet radio stations personalized just for you and Live 365 let s you stream radio stations from your town and from around the world You can also stream music from your PC or Mac to Your TiVo Premiere for free with the TiVo desktop Software available at www mygrande com tivo You can access all your music options from the TiVo Centra screen choose Music amp Photos for TiVo with HD menus or Music Photos amp Showeases for TiVo with SD menus and select Pandora or Live 365 Follow the on screen instructions Your TV Service Remote Scheduling to Program your TiVo Premiere from Anywhere Not at home Take advantage of our Remote Scheduling feature to find shows and schedule recordings online using a tablet laptop or smart phone From your tablet or laptop go to www mygrande com tivo and cl
15. Tips FAQs How To Read Your Monthly Bill 33 34 34 36 42 45 46 47 48 Your TV Service With your new Grande Communications TV service there s something for everyone And we have the features to help you maximize your State of the art entertainment experience Interactive Guide on Digital Receivers The interactive guide is a tool you can use to easily find the shows or channels you want to watch see what is on at specific times or search a particular network Use the guide to quickly find what you re looking for 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 and use a Scientific Atlanta digital receiver model check out that section for information If you are in Corpus Christi Midland Odessa or Dallas and use a Motorola digital receiver model you can refer to that section TiVo Available throughout the Grande footprint TiVo Premiere from Grande is a new way to watch your favorite TV shows Grande On Demand Web Videos Music and Photos right on your TV whenever you want them From a device so smart it knows what you want and even helps you discover new programs you ll love Table Of Contents Grande TV Overview 1 Using Your Remote Control 2 Using Your TiVo Remote Control 3 Your Scientific Atlanta Digital Receiver 4 Your Motorola Digital Receiver 6 Your TiVo Premiere 8 FlexScreen 11 On Demand Services 11 High Definition T
16. Wait for confirmation announcement and hang up Call Forwarding Busy is activated Your Phone Service Deactivate Call Forwarding Busy 1 Lift the phone and listen for dial tone 2 Dial 91 3 When you hear deactivation announcement Call Forwarding Busy is cancelled Call Forwarding Busy Status You can always know to the status enable or disabled of your Call Forwarding 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 and deactivate Call Forwarding Busy Selective Call Forwarding Use Selective Call Forwarding to forward calls from specific numbers on a forwarding list to the phone number that you designate All other calls ring through to your phone Adding Phone Numbers to Selective Call Forwarding To use Selective Call Forwarding you will need to add at least one phone number to your list 1 Go to https phonemanager mygrande net and log in 2 Click on Call Forwarding and enter the desired phone number and name on the Selective Call Forwarding section 3 Save your changes and enable the feature Selective Call Forwarding is now enabled Activate Selective Call Forwarding 1 Lift the phone and listen for dial tone 2 Dial 63 and wait for the announcement Selective Call Forwarding is activated Your Phone Service Deactivate Selective Call Forwarding
17. block Follow these steps to add address to you BlackList 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 Blank lines 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 Message This 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 a new message is received in your mailbox the sender will automatically receive your custom message Setting Up Email Applications Set Up Windows Mail Windows Mail is the default email that comes standard with Internet Explorer Follow the steps outlined below to set up a new account 1 In Windows Mail click Tools gt Accounts gt Mail gt Add gt Email Account 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 net format in the e
18. 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 an information screen 2 Enter your 4 digit Parental Locks PIN and Lock the channel title or rating 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 to confirm each setting Your TV Service Your TiVo Premiere The starting point for the amazing TiVo Premiere features is the TiVo button on your TiVo remote control Press this button once and you 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 be sure to visit www mygrande com tivo r CRANDE Finding and Recording Shows Search amp Record Find what you Love to Watch From the TiVo Central screen select Find TV movies amp videos then select Search Enter a few letters of the show title or actor name and the TiVo service searches across TV On Demand and Web to find matches When you find something you like select it to see the show s information screen then choose Get this show You can record a single episode select Record next episode or every episode in the series select Get a Season Pass Season Pass Recordings
19. in use e Telephone 2 Light should be steady green when a device is connected They will blink if the device is in use Will be dark if you only have one telephone line e Battery Light should be steady green It will blink if there is a problem with the battery Your connection should not be affected by the status of the battery light as long as you have power to the phone modem If the battery light is off make sure the Modem is plugged in and the battery is securely connected If the light off or flashing please contact your Grande Customer Support Center Make sure that all phones are on the hook and that cordless phone batteries are charged Plug the phone directly into the phone adapter to determine if the issue may be related to wiring inside your home Try to plug a working corded phone into different jacks to find out if the issue is isolated to one phone or jack Problem Cannot Receive Calls Try This Check all phones to be sure that the ringers have not been turned off and to see which phones are affected You should also make sure that you do not have Call Forwarding or Do Not Disturb features activated Verify the phone modem is connected to the phone or installation phone jack If all phones are affected please contact your Grande Customer Support Center Problem Calls Disconnecting or Can t Hear the Other Side of the Conversation Try This Check all phones to see if only specific phones are affected by t
20. key anytime during your recorded greeting 3 When prompted enter your Passcode then press Your Phone Service Voicemail Guide Menu Options When you access Voicemail you will start at the Voicemail Box menu There are several options MESSAGE OPTION Listen to Messages Change your mailbox busy greeting Change your mailbox no answer greeting on Compose and send a new message Delete all messages co Change your Passcode e Record your name Repeat Options Important When using the Voicemail system you can enter a menu choice at any time You do not need to wait for the announcement to finish playing Setting Up Your Voicemail The first time you use your Voicemail you will be required to set it up by changing 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 then press 4 Listen to the instructions for creating a new Passcode and enter your new 4 10 digit Passcode then press 5 When prompted re enter your new Passcode then press Be sure to write down your Passcode so you do not forget it Setting Up Your Greetings You can set up your Voicemail so that callers hear a different personal greeting if you don t answer if the line is busy or if you will be away from the phone for an extended period Your Phone Service Personalize the No Answer Gr
21. labeled Add Account On the Auto Account Setup page choose Manually configure server settings or additional server types then click Next to continue 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 your information for each of the six fields For Your Name type in your name For E mail Address enter your Grande provided email address Leave the Account Type as POP3 For Incoming mail server type in mail mygrande net For Outgoing mail server 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 in the 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 previous window and double check your settings 7 Atthis point you have finished setting up Outlook 2010 and need to click the Finish button You may now begin to use Outlook 2010 to send and receive mail Set Up Outlook 2011 Mac Only Follow the steps outlined below to set up Outlook 2011 for Mac with your Grande username and password 1 Open Microsoft Office Outlook 2011 2 If the email account wizard doesn t launch on its own sel
22. modem and the wall outlet a loose connection could result in lost or slow connectivity 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 regain sync it usually takes less than two minutes and for many people it takes less than one minute to gain sync 6 Check the lights on your modem to ensure the cable lights are steady 7 Ifthe 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 by pushing 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 you must use a paper clip to hold down the reset button for 6 8 seconds in order to perform a reset Note If you have Grande TV Service verify you are receiving TV programming with a clear picture If you are not receiving your Grande TV programming your data service will not function Call Grande Customer Service for further assistance Your Phone Service Your Phone Service With Grande Communications you ll enjoy great Phone service and great value Our service delivers maximum flexibility with packages designed to meet your unique needs Whether you ar
23. of the number you call You can block your phone number on a call by call basis or permanently Blocking Caller ID Permanently 1 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 you call from your home Unblocking Caller ID Permanently 1 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 you call from your home Note You can also activate and deactivate Caller ID Blocking from the Online Phone Manager Temporarily Blocking Caller ID 1 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 phone number will not appear on the Caller ID unit of the person you are calling 4 When you hang up Caller ID Blocking is terminated Temporarily Unblocking Caller ID If you have set your phone service to block your Caller ID permanently via our Online Phone Manager or through 31 you may temporarily unblock 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 the Caller ID unit of the number you call When you hang up this function is cancelled The next c
24. screen Customizing Your Home Page Once you have logged in you can customize your home page 1 Click on the link Personalize located below the Porta Control link on the right hand side 2 Select the content you want from the various categories When you have completed your selections click on FINISH to save your settings 3 You are done You can go back at any time and make additional changes as you build a home page that is tailored just for you Your Internet Service Using Grande Webmail Grande s Internet services come with up to 5 email accounts Grande Customer Service will set up your account and then you can begin send and receive emails from family and friends If you are on the road away from your computer or simply elect not to use an email application then you can access your email through any Internet browser from anywhere in the world using Grande s webmail service How to Access your Grande Webmail 1 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 mea 4 That s it You are in your Grande webmail How to Receive Email After you have successfully logged in to your email account the email system will automatically check for new messages If you are expecting an email and suspect that it may have been sent after you logged in then click on the Refresh Inbox icon mbox How to Send an
25. the username field type in your Grande username which is the part before mygrande net in your e 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 and double check your settings 7 At this point you have finished setting up Outlook 2003 and need to click the Finish button You may now begin to use Outlook 2003 to send and receive email Set Up Outlook 2007 Follow the steps outlined below to set up Outlook 2007 with your Grande username and password 1 Open Microsoft Office Outlook 2007 by double clicking on the Outlook icon on your desktop 2 Ifthe email account wizard doesn t launch on its own select Tools from the top menu and Account Settings from the drop down list 3 On the E mail tab click the New button 4 Inthe Outlook 2007 Startup wizard click Next to continue 5 On the Account Configuration page choose Yes then click Next to continue Your Internet Service Set Up Outlook 2007 continued 6 10 On the Auto Account Setup page put a check in Manually configure server settings or additional server types then click N
26. the same as your Grande Online Bill Payment username and password Important Forgot your password Please go to http password mygrande net to reset your password Your Grande Home Page Grande Communication s mygrande net home page is your one stop to check and send email see the latest news sports entertainment full episode and video clips you want You can even personalize your mygrande net home page to your specific interests and with search powered by Google you re just a click away from anything you want to find Logging in to mygrande net Home Page Checking email or personalizing your home page is easy using your Grande 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 upper right hand corner of the page 4 Click on Log In After logging in once you will be able to personalize your homepage to see exactly what you want without logging in again Important If you do not have a username or have forgotten your password please contact Grande Customer Service Setting You Home Page to mygrande net 1 Open your Internet browser and go to http mygrande net 2 Click on the link that reads Make This My Home Page on the top header of the web page 3 Follow the directions in the dialog box that appears on your
27. this Go to https password mygrande net to reset your password FAQ s What are the system requirements For a PC e Windows 98 SE II to Windows 7 e 512 Megabytes of available hard disk space e 756 Megabytes of RAM we recommend at least 1 gigabyte e 1 8 GHz processor or higher e 1 Ethernet Port or 1 available USB Port Check your computer s capabilities by going to the start menu and clicking on Control Pane and selecting the Systems icon For a Mac e 0S9 2 to Lion e 512 Megabytes of available Hard disk space e 756 Megabytes of RAM we recommend at least 1 gigabyte e 1 8 GHz processor or higher e 1 Ethernet Port or 1 available USB Port e View your computer s capabilities by clicking on the Apple icon on your toolbar and selecting Apple System Profilers What Internet browsers can use Grande Internet supports most browsers so you can use what best meets your needs Many of our customers use Microsoft Internet Explorer Google Chrome Safari or Firefox Why can t get to the Internet via my router First make sure the modem is plugged in has power and an active link light 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 you are unable to fix the router with a power cycle refer to the troubleshooting section inside your owner s manual or contact your router manufacturer for more support If you are
28. to set Reminders and Parental Controls schedule Recordings BUY programs and more How do tell what the icons mean You will find descriptive text beneath the row of icons when you have an icon highlighted This information changes as you move the yellow highlight using the arrow buttons on your remote On program information screens the Action Icons are specific to the program For example a BUY Icon will appear only for On Demand and Pay Per View programs Playback Icons will appear only for recorded programs or rented On Demand titles 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 Highlight the program and check the Instant Information area at the top of the screen for program title and other valuable information including rating actors start end times etc What is the graphic bar that appears when change channels The Flip Bar appears for a few seconds as you re changing channels to provide important information about programs You will find the name of the current program start and end times channel number rating and current time What is the red light on the upper left front of my box and or what is the envelope on the screen Occasionally your TV provider may send a Message to inform you
29. viewing period has not expired You may watch the program as many times as you like during the viewing period How do I return to watching an On Demand program after I ve tuned to another channel Select My Rentals from the On Demand menu and choose the program you want to continue watching You can either begin watching where you left off by selecting Resume or start over with Restart Your TV Service Some of the programs appear in the listing with a check mark or a dollar sign next to the title What does this mean You may see a check mark or dollar sign to indicate a program you have ordered How many On Demand or Pay Per View programs can order at one time The default credit limit is 150 You can order as many as you want up until that credit limit is reached tried to order an On Demand program and received an error screen that read Unable to Process Request What does this mean This message occurs when the digital receiver is unable to communicate with the On Demand system Try turning off your receiver turning it on and trying to order On Demand again If the message appears again note the time it appears the action you took and contact Grande Customer Service How many hours of programs can I record with a DVR Most DVR s will record up to approximately 90 hours of Standard Definition recordings and 12 20 hours of High Definition programming TiVo Premiere can record up to 45 hours of High Def
30. 3 seconds You may notice a light near the WPS button begin to flash Next press and hold the WPS button on your wireless device for 3 seconds The device will attempt to communicate with the router After 30 seconds the device and the router should have completed the pairing process and the wireless device should be able to access the Internet If either your wireless router or wireless device do not support the WPS function you ll need to enter the information about the wireless network manually Refer to your manufacturer s documentation regarding accessing the wireless options on your wireless device Your device should either show you a list of available wireless networks or prompt you to enter the name or SSID of a wireless network If the device shows a list of networks pick the name of your wireless network from the list then enter the network s password if the device asks for one If you need to enter the name or SSID of the wireless network key in the name or SSID of your wireless network then enter the network s password if the device asks for one After entering the information the wireless device should be able to access the Internet Your Internet Service Troubleshooting Tips Problem The cable modem is not working Normal operating light sequence on our D3 and D2 Arris modems are Power solid US solid Online solid Link blinking Try this Your cable modem should operate continuously without
31. Customer Guide x GRANDE COMMUNICATIONS Here For You Welcome To Grande Communications Thank you for choosing Grande Communications Please take a few moments to read this guide and learn about your new service s This guide will be your resource for everything Grande Communications has to offer The more you know and use all the options available the more value and flexibility you will enjoy with our TV Internet and Phone services With focus on our customers we have held true to the belief that our support teams must be in Texas to provide help to the Texans we serve our 24 customer and technical support calls will always be answered by someone right here in Texas Your TV Service Grande TV Overview Using Your Remote Control Using Your TiVo Remote Control Your Scientific Atlanta Digital Receiver Your Motorola Digital Receiver Your TiVo Premiere FlexScreen On Demand Services High Definition TV HDTV Connecting Your Components Troubleshooting Tips FAQs Oo AGUN 11 12 13 16 16 Your Internet Service Getting Connected Your Grande Home Page Using Grande Webmail Setting Up Email Email Phishing Online Security Wireless Home Networking Troubleshooting Tips FAQs 19 20 21 24 28 28 29 30 30 Your Phone Service Using Your Phone Service Outage Protection Service Your Online Phone Manager Your Calling Features Your Voicemail Service Understanding Your Equipment Troubleshooting
32. Grande Communications you will be required to provide this PIN to authenticate yourself Important If you do not have your Grande Username or passcodes you will need to contact Grande Communications Customer Support to create them for you Pe canoes Statement of Service Lota be Bg pime pik a oe EME Sn Sees Poa ees Managing your Voicemail Our Online Phone Manager lets you control advanced features for your Voicemail e List to your Voicemail online e Erase Voicemail messages e Change the number of rings before a call goes to Voicemail e Turn Voicemail On or Off e Set up an automatic email notification when you have a new Voicemail Set up email forwarding so you can actually get an email containing an attachment with a new Voicemail message e Change your Voicemail passcode Your Phone Service Managing your Calling Features Our Online Phone Manager makes it easy for you to activate or deactivate your Grande phone features e Turn Anonymous Call Rejection On or Off e Control Call Forwarding Options e Turn Do Not Disturb On or Off e Set up Priority Ringing features e Create a Selective Call Rejection list e Turn Caller ID Blocking On Off for calls e Set up your Speed Dial keys from 2 9 and 00 99 e Turn Call Waiting On Off for all calls Your Call History You can view a detail of each call you have made or received using the Call History capabilities of Online Phone
33. Previous message Next message Call back the caller Additional options Previous Menu Navigating during Playback These navigation options are available while the message is playing MESSAGE OPTION Pause Message Skip backward Skip forward Jump to beginning Jump to End Important e Each message includes the date and time the message was left e New messages are played first then Skipped messages then Saved messages e When you have listened to all your messages you will be returned to the Guide Menu Deleting Saved Messages To 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 Changing your Passcode You can change your Passcode as many times as you want just make sure 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 7 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 contact Grande Customer Service Note You can use the Onli
34. Record Every Episode of a Show Just select Get a Season Pass from a show s information screen and every episode of the series will be recorded even if the date or time changes Guide Find out What s on TV Now or Later Press the GUIDE button on your TiVo remote to find what s on right now and what s coming up Use the arrow keys to move around the guide Press FORWARD and BACK to move right or left one page at a time Press ADVANCE to move 24 hours ahead and REPLAY to move 24 hours back WishList Searches Find Shows that Match your Areas of Interest Search by actor director keyword or category and every time a show s title or description matches your criteria it s recorded for you To get started from the TiVo Central screen select Find TV movies amp videos then select WishList saved searches Recording Options Get Exactly the Results you Want You can choose whether or not to record re runs how many episodes of a series to keep or even when to start or stop recording a little early or a little late Just choose Options when you set up a single recording or a Season Pass recording Watching Shows Live TV Return to Live TV at Any Time Press the LIVE TV button on your TiVo remote to watch live TV Press LIVE TV again to switch tuners While watching live TV you can PAUSE REWIND and PLAY the video in slow motion My Shows All your Recorded or Downloaded Programs My Shows is the first menu item on the T
35. Security 28 Wireless Home Networking 29 Troubleshooting Tips 30 FAQS 30 Getting Connected Connecting Your Equipment To connect your equipment use the diagrams for Understanding Your Modem Equipment Set Up for Internet and Equipment Set Up for Internet and TV Equipment Set Up for Internet Power Surge protector recommended Cable Input Computer y Modem y om o Choose either an Ethernet recommended or USB cable Do not use both CI Ethernet Equipment Set Up for Internet and TV Cable box TV Splitter y B j Cable Cable D e Cable Input Computer v Modem y EE p USB Power Surge protector Choose either an Ethernet recommended recommended or USB cable Do not use both CJ Ethernet Note If your Grande service technician set up your Internet connection directly from the wall outlet to the ethernet connection on your computer then you have Grande s fiber to the home service and do not require a modem Your Internet Service Understanding Your Cable Modem If you are connecting using a USB cable the USB driver for the cable modem must be installed for the computer to recognize the Internet properly important As long as the Standby light is dark you should never touch the Standby button on top of your modem unless instructed to do so by Grande Communications Front View of your Cable Mode
36. Telephone 1 Your Phone Service Troubleshooting Tips Problem No dial tone Try This Check the lights on your phone modem the device connecting your cable to your phone adapter e Power Light should be solid If not verify that the device is plugged directly into a working power outlet e DS Receive Light should be solid If not verify that the coax cable and power cord are plugged directly into the device Unplug the power cord from the device and leave it disconnected for 60 seconds Reconnect the power cord If the receive light still does not light up solid please contact your Grande Customer Support Center e US Send Light should be solid If not verify that the coax cable andpower cord are plugged directly into the device Unplug the power cord from the device and leave it disconnected for 60 seconds Reconnect the power cord If the send light still does not light up solid please contact your Grande Customer Support Center e Online Light should be solid Link PC Light should be blinking If not verify that the Ethernet cable is plugged in to both the cable modem and the phone adapter Unplug the power cord from the phone adapter and leave it disconnected for 60 seconds Reconnect the power cord If you still do not have dial tone please contact your Grande Customer Care Center e Telephone 1 Light should be steady green when a device is connected They will blink if the device is
37. V HDTV 12 Connecting Your Components 13 Troubleshooting Tips 16 FAQS 16 Your TV Service Parental Controls Along with the simple interactive guide we also offer parental controls You choose the programming appropriate for your children to view and block the content you don t want them to view FlexScreen FlexScreen is the newest way to watch your favorite programs on any screen any time anywhere Watch over 100 000 clips movies and shows Whether you re anywhere in your house or on the go FlexScreen is there for you On Demand Grande TV customers with a digital receiver can enjoy On Demand total programming at your fingertips Watch your favorite shows back to back while enjoying the fast forward pause and rewind functions on your remote Note On Demand service is not available in Dallas High Definition Programming Grande provides HD programming at no extra cost Your TV Service Using Your Remote Control Your remote helps you navigate Grande TV services Below is an overview of your remote s capabilities POWER MODE AUX DVD AUD TV or CBL Press once to select a home entertainment component to control CBL controls the Motorola or Scientific Atlanta digital receiver MENU INFO GuIive SETTINGS GUIDE amp MENU Press to go to the Interactive Program Guide SETTINGS Press to customize your Interactive Program Guide ARROWS Press to navigate menus and listings and control pl
38. about new services and special promotions To read the message go to the Guide 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 and descriptions and also change the secondary digital audio that is available with certain networks and programs Choose Audio Setup from the Setup menu and change the default setting Choose from English Spanish Portuguese or French This feature is only supported on certain digital channels that provide secondary audio If the chosen audio language is not available the default audio language will be heard Do my Parental Controls amp Purchase PIN settings stay the same for On Demand purchases as with regular programs Yes PINs and settings apply to On Demand ratings and purchases only watched 15 minutes of my On Demand program before it expired How can I watch the rest of the program You will have to order the program again On Demand programs are only available for the time listed on the screen when you purchased the program and will not be extended If get to the end of an On Demand program and want to watch it again can restart at the beginning Yes as long as your
39. ailed information on a program 1 From the Guide Menu use the UP DOWN LEFT RIGHT arrow buttons to move the selector box around the screen and to highlight a selection 2 When your selection is highlighted press the INFO button on the remote to view detailed information and additional options on your selection To Browse 1 Press the GUIDE button to go to the Guide Menu 2 Use the UP DOWN LEFT RIGHT arrow buttons to highlight Theme Title or Channel and press the OK SEL button 3 Use the UP DOWN LEFT RIGHT arrow buttons to sort through the listings that appear When you see something you want to watch press the SELECTION button NOTE Your Scientific Atlanta digital receiver may look different than the receiver shown here as models may vary Setting Reminders 1 From the Guide Menu highlight the future program for which you want 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 reminder has been set Note Every time this program is scheduled to air a reminder will pop up to notify you one minute before the program begins Setting Favorites 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 channels Press the OK SELbutton to add a channel
40. al 95 3 Listen to the deactivation message and hang up Outage Protection service is deactivated Outage Protection Service Status 1 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 and deactivate Outage Protection Service Your Online Phone Manager Managing your account is just a click away with Online Phone Manager You can listen to messages manage your calling features view your call history and much more A CRANDE GRANDE FHONE MANAGER 7 Accessing Online Phone Manager To access Online Phone Manager go to http ohonemanager mygrande net or 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 be prompted for your Grande ID password Account Number and your Account PIN to register your email address Grande Username and Password Your Grande Username is the same as your Grande Home Page www mygrande net username or the first part of your email address before the symbol Example If your email address is johndoe mygrande net then your Grande Username is johndoe Account PIN The Account PIN also referred to as your CPNI Passcode will be required the first time you use the Online Phone Manager The Account PIN can be found on the top right section of your Bill Statement Whenever you contact
41. all you make will be Private unless you again unblock your Caller ID Call Waiting Call Waiting lets you accept an incoming call while you are talking to another caller A special beeping tone alerts you of a second caller You can either answer the second caller or continue talking To do this you will use the switchhook on a non cordless phone or the flash button on a cordless phone located on the keypad The switchhook is the button that disconnects your call when you hang up When you press the switchhook make sure you press it firmly and then release it to activate the feature Pressing for too long may disconnect the call Answer Call waiting 1 You will hear a special beeping tone letting you know a second caller is waiting 2 Quickly press and release the Switchhook or Flash button on your phone 3 Your first caller will automatically be placed on hold while you get connected to your second caller 5 If you need to alternate between the two callers simply press the Switchhook or Flash button While talking to each caller the conversations remain private 6 To end either call hang up The phone will then ring and when you answer 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 Waiting automatically turns back on when you hang up Di
42. alling SecurelT When you activate your Internet service with Grande you will be sent an email to your Grande email address This email will contain instructions and the software key to download SecurelT SecurelT Basic will support up to 3 different computers for each account enabling your whole family to be protected It will run on any Windows platform but is not Mac compatible SecurelT Plus will supply additional support on a per computer basis Important Please contact Grande Customer Service if you have not received the installation email Wireless Home Networking Grande offers Wireless Home Networking service This service allows you to connect multiple PC s laptops gaming consoles tablets and other wireless devices throughout your house using a wireless router provided by Grande Grande will provide a disk to help you connect your PC to your home networking router The disk Grande provides will let you set up passwords to help protect your wireless security and assist you in identifying your wireless network Configuring the Wireless Router Follow the instructions below to configure your router Ap ET a EF is 1 Turn off your modem or unplug your cable modem This will prepare the modem to connect a new device 2 Connect your modem router and computer together Once your modem is unplugged connect the modem to the router s Internet or WAN port and connect your computer to any Ethernet port on the ro
43. ayback of live TV and recorded programs VOLUME Press or to raise or lower the volume MUTE Press once to turn sound on or off FAV Favorite Press to see pre selected channels or programs ON OFF PIP buttons Press to control Picture in Picture POWER Press to turn your digital receiver compatible TV VCR and other device s on or off Exir INFO Press to obtain detailed program information EXIT Press to exit out of your digital receiver s menu and guide PAGE Press to navigate settings or the Program Guide OK SEL Press to choose options PPV events and to tune to programs from the Program Guide CHANNEL Press or to change the channel up or down LAST Press to go back to a previous screen or area DVR amp VOD PLAYBACK BUTTONS Use these buttons to navigate through your DVR recordings or On Demand programming j GRANDE functions COMMUNICATIONS Programming Your Remote 1 Turn on all the electronic devices you want the remote to operate 4 i e TV DVD AUDIO 2 Press the OK SEL button and the MUTE button together until the POWER MODE button illuminate in slow rotation AUX DVD AUD TV CBL b 3 Press and hold the CHANNEL UP button until one device turns off While you are pressing the CHANNEL UP button the POWER MODE buttons will illuminate in fast rotation As soon as one device turns off release the CHANNEL UP button 5 Press the MUTE button I
44. by TV content Types of content marked by broadcasters as able to be blocked are listed Select each type of content you want to block and 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 there is 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 View Ordering PPV 1 Browse through the channel guide for the PPV program you are interested in viewing 2 When you find a program of interest highlight the title and press SELECT 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 of your Pay Per View specific channels FlexScreen FlexScreen is the newest way to watch your favorite programs on any screen any time anywhere Watch over 100 000 clips movies and shows Whether you re anywhere in your house or on the go FlexScreen is there for you e Watch TV and more wherever you want e Available on all your favorite devices smartphone tablet laptop e All you need is an Internet connection and a Grande username Note Content provider restrictions apply About FlexScreen e Included free with your HBO or Cinemax premiu
45. cated at https phonemanager mygrande net Can I restrict international calling Yes Contact Grande Communications if you would like to put a block on all international calls Can use my own answering machine Yes however you will need to disable Grande voicemail You can disable Voicemail through our Online Phone Manager located at http phonemanager mygrande net or by contacting Grande Customer Service Note voicemail is enabled by default if voicemail feature is activated Will fax machines work with Grande Communications Phone service Yes Phone service is compatible with most fax equipment brands however the baud rate may need to be set on low and error correction may need to be disabled Can 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 Grande Communications Phone service We suggest you test your equipment once your Grande Communications Phone service is installed Can 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 wall outlet If my TV service stops working will I still be able to make phone calls In most cases an interruption in TV service should not affect your phone However outages can cause an interruption in your Phone service All Grande Phone services include our Outage Protection service
46. count Contact Us Flexible options to help you reach us Summary Total charges payments credits and balance due Messaging Center Important account information or news from Grande Payment Coupon Simply tear it off and return with your check money order Payment Details Transaction information during this billing period Detailed Charges Detailed charges for each service that you have with Grande Taxes and Fees Consolidated detail of taxes and fees applied to your account in one simplified section CRANDE i HEED NE Ye ees L T Tim E E A a Ear Da MA tbi ke Ahi ihr TAA ET le Eju e r Newt trom Grande Communications Goto qaman abari poe mere ae eerie i chagi yma ae jo adel perce or io ne pi an Gee A ys eed eo ei pe md your sooo forte Cad OTS AA oe wl See pee oe Greate Coma Gar Sere m die De jia A Me oe eT Aiii w pet eee echt i Steere eel pa Ce BT SISA RTT AT eo anma Phi CEL DE Cci Diii Sweeter 1S oT Siamini of Service foam ters eG bo el eee il Lie tow epee OT HSAN i Hib Re mo oT eA K ki Pye cr Se yer oo Freri Bainan TEITO Parei Rii 63 70 CA Burdiqd Bev ines Monthly Service Charged Taxes a Foon Total Due By INORI Wislt ua on the web of were uneygrnde con Payment Toei ei eee ba eer a pe eee Pees Se eel cde Bis marie payee i LEME CO rer a a my eee eee ee chee E l ee ee EA E oa pees ont Cope Cee bees iw T BiG pe E i i ee T i Be ae ee sa f
47. de Directory assistance calls are charged on a per use basis Directory Listing Grande Communications offers primary and non published directory listings within your local while pages Your phone number or primary directory listing is provided at no charge in the telephone directory published by the local phone carrier within your local Texas area Non published directory listings are available upon your request for a monthly fee Your name address and phone number will not be published in the phone directory or street address directory and will not be obtainable by the general public Operator Services Grande Communications Operators are available for you at all times Just dial 0 and you will connect to an Operator that can help you place any of the following calls Collect Calls The Operator will connect the call for you and request payment from the called party Person to Person Calls The Operator will connect you to a particular person Bill to Third Party Calls The Operator contacts one phone number and requests that the call charged to another phone number Operator assisted calls are charged on a per use basis Your Phone Service Call Trace Call Trace ensures the phone number of your last incoming caller is traced to provide necessary information to law enforcement agencies To use Call Trace 1 When you receive a harassing or offensive call hang up immediately 2 Leave the phone on the hook
48. e and going to www mygrande net The Grande portal page should appear and this means you have successfully connected to Grande Internet Service Note If the Grande Portal page does not appear please check your modem connections and try again If the problem persists please try the troubleshooting tips at the end of the Internet section of this guide Speed Test You can test the speed of your connection by using Grande s Speed Test site Open your browser window and go to http speedtest mygrande net Click on the appropriate city where you are located and the test will start running When the test is complete it will show you the download and upload speedsof your connection Actual download and upload speeds may vary Many factors affect speed Your Grande Username and Password As a Grande Internet customer you receive up to five mygrande net email addresses with your service The first part of your email address i e the part proceeding the sign is your username For example if your email address is j doe mygrande net then jdoe is your username 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
49. e looking for unlimited calling to anywhere in the US Voicemail access to our Online Phone Manager we have what you need for your calling needs Table Of Contents Using Your Phone Service 33 Outage Protection Services 34 Your Online Phone Manager 34 Your Calling Features 36 Your Voicemail Service 42 Understanding Your Equipment 45 Troubleshooting Tips 46 FAQS 47 Using Your Phone Service Welcome to your new Phone service from Grande Communications With so many features available please take a few moments to familiarize yourself so you can start enjoying your service to the fullest Service Options We offer a variety of service options and features to meet your specific needs Our most popular bundles include unlimited calls within the U S and Canada plus 16 calling features Note Some of our features are not available in Dallas International Calling In addition to great domestic long distance calling plans you will also enjoy amazingly low international rates to over 260 countries To see a complete list of our international rates go to www mygrande com intlrates Mexico Savings Plan Customers with Optimum and Essential Phone service will receive special discounted rates when calling to Mexico For more details go to www mygrande com intlrates To Call Someone in a Country with an International Access Code Enter 011 the international access code the country code the city code the local phone
50. e Call Forwarding features are activated Call Forwarding Always You can forward your calls to another phone number if you don t want to miss an important call Your calls will stay forwarded until you cancel the forwarding option Activate Calling Forwarding Always 1 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 followed by 4 Wait for confirmation announcement and hang up Call Forwarding Always has been activated Deactivating Call Forwarding Always 1 Lift your phone and listen for dial tone 2 Dial 73 3 When you hear the announcement Call Forwarding Always has been deactivated Call Forwarding Status You can verify if your Call Forwarding status is either enabled or disabled 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 and deactivate Call Forwarding Always Call Forwarding No Answer Call Forwarding No Answer redirects calls to a phone number you designate when your phone is not answered within the first 4 rings Calls are redirected unto you cancel the forwarding option Activate Call Forwarding No Answer 1 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 forwarded followed by 4 Wait for co
51. e to skip are saved in a special category e Saved messages that have been reviewed and saved e Deleted messages that have been reviewed and deleted Messages may be undeleted until you hang up or return to the Guide Menu Message Notification Your 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 tone indicating you have a new message If your phone is equipped with a message waiting light it will also be lit Note You can also choose to get a new Voicemail message delivered to 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 notification of new Voicemails or to get copies of Voicemail messages via your email Voicemail Storage Time Rules You can store up to 60 minutes of recorded new and saved messages in your mailbox at any one time The maximum message length is 2 minutes Saved messages will be stored for a maximum of 60 days and then deleted When a mailbox is full no new messages can be recorded Accessing Your voicemail From home 1 Lift the phone and listen for dial tone 2 Dial 86 3 When prompted enter your Passcode then press Away From home 1 Dial your Grande Communications phone number 2 Press the
52. ect Out look from the top menu and Preferences from the drop down list 3 Inthe Outlook Preferences window open Accounts 4 Inthe Accounts window find the plus sign in the bottom left 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 to fill in your information for each of the five fields For E mail address enter your Grande provided email address In the Password field type in the password for your email address In the User name field type in your Grande username which is the part before the symbol in your email address For Incoming server type in mail mygrande net For Outgoing server 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 which can be anything you like In the Full name field type in your name 8 At this point you have finished setting up Outlook 2011 and need to close the Accounts window You may now begin to use Outlook 2011 to send and receive mail Set Up OS X Mail Follow the steps outlined below to set up OS X Mail 1 2 Click the Mail icon in the Dock Menu bar Select Preferences from the Mail menu After clicking the Mail icon the Mail Se
53. ee ee EEE parce rain A PE ese se il mite Eaa pm oe zeera r oT E FE j n eed e el in w en eed oe ee bP LAATTI iii eee os ee ee eo iT Pe pa gh pry k ee ee oe ee ah oe ee ee ee eee es a Ne rar emmae Yen eiee a miep i ees Porr pemi eee e hee pee l GRANDE RETAIL CENTERS AUSTIN 1923 East 7th Street Suite 100 Austin Texas 78702 SAN ANTONIO 6555 San Pedro Ave San Antonio Texas 78216 CORPUS CHRISTI 6441 Saratoga Blvd Corpus Christi Texas 78414 SAN MARCOS 401 Carlson Circle San Marcos Texas 78666 DALLAS 500 Tittle Drive Suite 400 Lewisville Texas 75056 WACO 7200 Imperial Drive Waco Texas 76712 MIDLAND 3001 Cuthbert Midland Texas 79701 WEBSITE www mygrande com ODESSA 2401 East IH20 Odessa Texas 79766 PHONE 866 247 2633 IMPORTANT CUSTOMER INFORMATION TiVo Service Number can be found on the back panel of your TiVo Premiere Box from Grande Customer Email Address Customer Username Customer Password Home Networking Password Account Phone Number Voicemail Password default set to 9999 Account PIN A GRANDE COMMUNICATIONS Here For You
54. eeting The No Answer Greeting cannot be turned off A standard system greeting with your name will automatically be played unless you create a 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 new greeting will be activated Changing a Personalized Busy Greeting 1 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 new greeting 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 hang up before you have activated your new greeting the prior greeting will remain active Listing to Messages 1 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 messages in the folder and the first message will be played Listing to Messages continued OPTIONS MENU Save message Erase message Repeat the message Play the message envelope
55. ended Coed CET Ln A Ube Hecate foes he fel Gad er AeA LOGI LOCIGI GOD RA NIAJ This is a sample bill for demonstration only Specific services subject to availability Please contact Grande for details Bi Cra hate Wye 1h S717 Bora Ane PEES 15 Dji Hia drii AMT EINI MAL ET BaP TO ET TIHI Balance Gus Pigg tee Che Pera laino Taea EET Pieren Monthy raras 15 bgm Tee ar Thee iaa g Emih Pike A arei T r bse eP Eerme Be A Esie Eea Gees sg e a errs Bed jie EFI eee Pe Arli Sah Pea Peer Sere ibise Adai Th ES Saree A Ps Sper Beer SiS Agni byar lisne Ji HD Ta a Piatt da Co Cod a RET j Pee Pack Fan a if are Th SAY eT dee Pri Bird Ae Sn Deed eves amp Gerais FEHI Goa are Aann Sar ii i i EEIN I 1 Share D Saar i Ty areca Triad Biosthty Chae pen DiGi Cnr Caio Ge eet eae P domme Ly eas Beet r rhe Lt pm ee Bee rien heirs Tote Mortits Chepa rwij ibTi Goce Pin biaa Aarin thir Pem bie Gert mirim etsy KAAN a Eem Lai Tipe Mi Ci Mi tae ie Go a fia Gare Ce OE i Gide Go eh Com cee hae Pron Garros Doi How to Read your Monthly Bill TUSE Hke Popre ge DES Fip Pip Geer Charged Che f uii harea Fa fae Loe Faure LG Crepe Tra oes eco Ae Feima Cocos Tur Fema US eE birana T reiha Pee aston Tas Tans Peon Tmas Pa a ee I ee issps m p pp ee ey me asia Eea pg hT hhi a tia bar mpa th N L TSR H eee l a ee ee ee ee See eh be ee DRE Se Se BE ee eg Ss rem mem ee
56. es Your TV Service Parental Controls Pay Per View PPV Parent locks allow you to restrict viewing and purchases of TV programming based on your viewing preferences Set a personalized 4 digit pin and you can place locks on selected ratings channels and titles and even hide adult titles from being displayed on screen Creating a Parental Control Locks PIN Setup and change your Parental Locks and Purchase PIN in the PINS Setup menu Your Parental Locks PIN allows you to restrict viewing of programs to only those members of the household that have the PIN Your Purchase PIN is used to restrict the purchase of pay programming Ordering PPV 1 From the Guide Menu and Quick Menu select PPV and go to the To Create your Parental Locks or Purchase PIN PPV menu 1 Select Setup from the Guide Menu 2 Select any of the PPV options to see programs available in a variety of categories 2 Select PINs Setup 3 When you find a program of interest highlight the title and press 3 Follow the on screen prompts to setup clear or change your PINS OK SEL for the information screen Parental Locks Setup 4 To purchase a program highlight the BUY icon and follow the onscreen prompts to complete your order If the program is scheduled to air at a future time a Reminder is automatically set to notify you of your order before the program begins Note Check the Channel Guide at www mygrande com for a listing of your Pay Per View specific
57. ext to continue On the Choose E mail Service page choose Internet E mail then click Next to continue On the Internet E mail Settings page you will need to fill in your information for each of the six fields For Your Name type in your name For E mail Address enter your Grande provided email address Leave the Account Type as POP3 For Incoming mail server type in mail mygrande net For Outgoing mail server 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 in the password for your email address After filling in the six fields click the Test Account Settings button If anything shows up as Failed return to the previous window and double check your settings At this point you have finished setting up Outlook 2007 and need to click the Finish button You may now begin to use Outlook 2007 to send and receive mail Set Up Outlook 2010 Follow the steps outlined below to set up Outlook 2010 with your Grande username and password 1 Open Microsoft Office Outlook 2010 by double clicking on the Outlook icon on your desktop 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
58. f the device that turned off in Step 3 Turns back on press the OK SEL button to lock this code The POWER MODE buttons will blink three times and then will turn off Does not turn back on press the CHANNEL DOWN button one click at a time until that device turns back on Each time you press the CHANNEL DOWN button the POWER MODE buttons will illuminate once in reverse fast rotation AUX DVD AUD TV CBL Repeat steps 2 4 for each of the remaining electronic devices you want the remote to operate Your TV Service Using Your TiVo Remote Control TiVo Takes you to the TiVo Central screen the Guide Menu for all TiVo features and settings Live TV Swap Takes you to live TV If you re watching live TV use it to switch to another tuner SVA I TV Pwr If programmed turns TV or A V receiver on A Info Displays detailed info on show being watched off Your TiVo Premiere is always on Press again to clear Select Arrows Navigate TiVo menus and program guide Left arrow goes back Guide Takes you to the program guide Press again to clear the guide Thumbs Up Thumbs Down Rate shows for TiVo Select Choose menu options or shows to record Suggestions Pause Press to freeze show Press again to resume Record Start stop recording watching I gt Slow Play Starts playing show from My Shows list Rewind Rewinds show Press it up to three times G for three speeds O
59. for about 10 seconds to ensure that the call 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 at www mygrande com policies 6 Provide the form to your local law enforcement agency Important The information provided by Call Trace will not be available to you directly It will only be available to law enforcement authorities possessing a valid subpoena or other valid legal authorization If the call is life threatening call your local law enforcement authorities immediately Outage Protection Service Grande Phone services include Outage Protection Service In case of a service outage this protection service will redirect incoming calls to another phone number so you never miss an important call You must activate this service using either the Online Phone Manager or the codes as detailed below Activate Outage Protection Service 1 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 followed by 4 Wait for confirmation announcement and hang up Outage Protection service is activated Deactivate Outage Protection Service 1 Lift the phone and listen for dial tone 2 Di
60. his problem If using a cordless phone test with a non cordless phone if possible If only certain phones are susceptible check connections or replace the phone itself Verify the type of call the other party is making If they are using a cell phone your conversation could be affected by reception difficulties If the call is a local or long distance call from a standard phone line and you are still experiencing problems please contact your Grande Customer Support Center Problem Am Getting Short Rings on My Phone and No One is There When Answer Try This If your phone is giving only one short ring you may have Call Forwarding activated on your line Please refer to call forwarding status in 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 the problem is not the phone itself Check every phone and make sure they are securely plugged in If you continue to experience problems with the jack call the Grande Customer Support Center Problem My Personal Answering Machine is Not Working Try this Verify that Grande Voicemail is disabled You can disable Voicemail through our Online Phone Manager located at http phonemanager mygrande net or by contacting Grande Customer Service FAQ s Where can I view detailed call information Call history itemization is available through our Online Phone Manager tool lo
61. iVo Central screen Here you ll find all of your recorded and downloaded shows and all of your TiVo recommended shows TiVo Suggestions Hint You can get to the My Shows list by pressing the TiVo button on your remote control twice Parental Controls Controlling Access is Easy Restrict access to shows based on rating or simply restrict certain channels From the TiVo Central screen select Settings amp Messages gt Settings gt Parental Controls Getting Recommendations Discovery Bar Get Personalized Recommendations The Discovery Bar is the bar of thumbnail images across the top of TiVo Central and most other TiVo with HD menus screens The Discovery Bar helps you find new shows based on what shows you rate with the THUMBS UP and THUMBS DOWN buttons on your remote control And it doesn t contain only shows You ll also find thumbnails for actors collections of related shows and more Press the UP arrow to move up to the Discovery Bar then the LEFT and RIGHT ARROWS to move around Press SELECT on an image that interests you to open an information screen about that item TiVo Suggestions Record Shows that Match your Preferences Based on the ratings you give to shows and movies TiVo Suggestions automatically selects and records new content for you It s a great way to make new discoveries Don t worry TiVo Suggestions won t override your own recordings or steal valuable disk space If you choose to auto record
62. ick on the Online Scheduling link Once on the TiVo site click the Find TV Shows link If you re using a smart phone go to m tivo com Click on the Search link sign in and select the TiVo device you want to receive the recording request Then simply pick the TV show you wish to record choose a recording option and your request will be sent Take your TV Shows amp Movies with you on your PC Mac iPad iPhone Android Phone or PSP Its easy to transfer recorded TV shows movies and music from your TiVo Premiere to your PC Mac iPad iPhone Android Phone or PSP The first step is to download TiVo Desktop software free to your computer For the Mac iPad iPhone Andriod Phone and PSP you will need TiVo Desktop Plus for an additional charge To download this software visit www tivo com Once you ve downloaded the correct software you can transfer most of the shows and movies to your favorite portable device Please note some shows are protected by content rights by the studios and cannot be transferred The software will identify these shows for you iPad TiVo App Get Ultimate Control and Easily Search and Discover Favorite Shows amp Movies The app brings the best of what TiVo has to offer on a second screen SO you can surface new content view guides schedule and manage recordings get recommendations or investigate a particular actor s entire resume all without interruption your program Your iPad tu
63. inition programming How do know if my TV is HD ready Most new television support HD Consult your TV user manual or TV manufacturer to determine whether your television supports HD bought a new TV Do just connect it to my Grande Digital Reciever or TiVo Premiere and it works Yes Grande Digital Recevers and TiVo Premiere service is compatible with most new TV brands What Input do need to set on my TV Check your TV manufacturer s guide This should show you where to locate your TV input Where can I find my Home Networking passcode Your passcode information can be found in your service documentation left by your service installer or on the back cover of this book if written down during service installation Your Internet Service Your Internet Service Your Internet service will provide you with an online experience that s fun delivers unlimited access to a wealth of educational resources You can listen to music channels to suit the tastes of every family member tune in to local weather sports updates and online videos And all this and is available through your computer This guide to Your Internet Service will provide you with basic information on setting up individual Internet service like email webmail your Grande Home Page online security and much more Table Of Contents Getting Connected 19 Your Grande Home Page 20 Using Grande Webmail 21 Setting Up Email 24 Email Phishing 28 Online
64. isten 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 Speed Dial key e g 2 9 followed by the phone number to be programmed 4 Wait for confirmation announcement and hang up The Speed Dial key 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 as sign a Speed Dial key To use Speed Dial 8 2 9 from the phone after programming you should 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 the Speed Dial key e g 00 99 followed by the phone number to be programmed 4 Wait for confirmation announcement and hang up The Speed Dial key 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 a Speed Dial key To use Speed Dial 100 00 99 from the phone after programming you should dial the Speed Dial code number then e g 02 Important e You can program a total of 108 Speed Dial keys The telephone keys are 2 9 and 00 99 e You can set up Speed Dia
65. itle NOTE Your Motorola digital receiver may look different than the receiver shown here as me models may vary Setting Reminders 1 From an information screen highlight the Bell icon EN and press OK SEL Follow the on screen prompts to confirm the Reminder or set Reminder options Note Every time this program is scheduled to air a reminder will pop up to notify you one minute before the program begins Setting Favorites The Favorites feature allows you to quickly access the channels you have designated 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 indicator will appear designating the channel as a Favorite To remove a channel from your Favorites highlight the channel in the Favorites Setup and press OK SEL or FAV The HEART indicator disappears and the channel will no longer be designated as a Favorite Multiple Options to View or Access your Favorite Channels 1 If you would like to view a list of your Favorite channels select Favorites from the Guide Menu or HEART from the Quick menu 2 Select Favorites from the Guide Menu or HEART from the Quick Menu to see a list of your Favorite channels 3 While you are in TV listings press the FAV button on your remote to move the highlight to your next Favorite channel 4 While watching TV press FAV to quickly tune to your Favorit
66. k on the name of the new folder How to Mark your Mail To help organize your email you can color code your mail by type For example if you feel that a certain message Is very important you can mark it as important There are several options for marking your mail such 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 have clicked it the box should be marked with a check 2 Click on the down arrow by the text Mark As and click your desired category The email will now be a different color depending on the category you assigned Managing Your Email Use the Email Administration web page to change your password add or delete email accounts set auto forwarding options manage your spam filters whitelist allow or blacklist disallow email addresses and setup auto responder messages To access the Email Administration web page type https admin mygrande net in to your Internet browser making sure that you use https instead of the regular http Type your Grande username and password in the appropriate text boxes and click Log In Changing your Password Follow the steps below to change your email account password 1 Click the Change button under the Password title 2 Type anew Password In The New Password and confirm Text Boxes 3 Click Change 4 The Current Status
67. l to local long distance or international phone numbers Make sure to include all digits you regularly dial Note You can assign and manage your Speed Dial keys through the Online Phone Manager Call Return 69 With Call Return 69 you can automatically dial back the most recent phone number that called you Using Call Return 1 Lift the phone and listen for dial tone 2 Dial 69 3 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 e Call Return only works on local phone number e Call Return may not work if the original caller used a phone number blocking feature e To delete the Call Return number the most recent number that called you dial 89 Auto Redial 59 Auto Redial dials the phone number of your most recent outgoing call Using Auto Redial 1 Lift the receiver and listen for dial tone 2 Dial 59 3 You will hear the standard tone indicating you are calling the most recent phone number you called 4 Ifthe 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 Disturb When you activate Do Not Disturb all incoming calls are automatically sent to Voicemail so your phone does not ring Activate Do Not Disturb 1 Lift the phone and lis
68. lly not all Grande digital receivers are HD digital receivers If you are not sure you have the correct receiver please contact Grande Customer Service Scientific Atlanta NOTE Your digital receiver may look different than the receiver shown here as models may vary Connecting Your HDTV There are two types of cables that can be used to connect your HD receiver to your HDTV television 1 Component Cable Grande uses this cable that has 5 RCA connectors 2 HDMI Cable This cable combines all 5 ends into one connector HDTV Screen Dimensions Watching standard definition channels on HDTV may result indifferent screen dimensions and you may see bars on both sides of your screen Refer to your TV manual for instructions on how to stretch your picture to fill the entire screen Stretching the picture can cause distortion This is not a result of your Grande service Connecting Your Components If you have an HD digital receiver either Scientific Atlanta or Motorola or a TiVo Premiere and an HDMI input on your TV you can use a single HDMI cable instead of component cables Both cables will produce high quality results The diagrams below illustrate how to set up connection with either component or HDMI cables To Connect HD Using Component Cables Cable input To Connect HD Using an HDMI Cable Cable input lt q HD Receiver back Audio cables HDTV back lt q HD Receiver back HDMI cable
69. m When the Power SYNC and Ready LEDs are lit the cable modem is working properly The USB or ENET LED should also be lit depending on what port is being used Power USB ENET SEND RECV SYNC Ready ee Sl a Back View of Your Cable Modem Power ENET port USB port Cable port AS NOTE Your cable modem may look different than the modem shown above You can find more information about you cable modem www mygrande com userguides Your Internet Service Connecting Your Cable Modem 1 Connect the coaxial cable that is dedicated to your cable modem to the cable connector on the back of the cable modem 2 Plug one end of the Ethernet cable into the Ethernet port on your computer Please note that if you have a computer with both USB and Ethernet connectors use only the Ethernet connector 3 Connect the other end of the cable to the Ethernet jack on the back of 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 modem synchronizes This could take up to ten minutes Testing Your Internet Connection After connecting your computer to the cable modem test your Internet connection by opening your Internet browser i e Microsoft Internet Explorer Apple Safari Mozilla Firefox or Google Chrom
70. m channel subscription e HBO GO and MAX GO are services that allow HBO or Cinemax subscribers to watch their content on e Computers Macs amp PCs e Mobile devices like the iPad iPhone or Android Phones and tablets e Internet streamer devices like ROKU box e Video game consoles like XBOX360 How to Use FlexScreen 1 Goto www mygrande com flexscreen and click on Get the HBO Go App or Get the Max Go App 2 Follow the on screen instructions Note To use FlexScreen you need a username and password If you already have a mygrande net or grandecom net email address you already have a Grande username Your username is the first part of 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 current Grande email password Please contact Grande Customer Service is you do not have a username If you do have a username but forgot your password go to http password mygrande net to reset it Your TV Service On Demand Services Grande s On Demand lets you choose from thousands of movies and programs many of them free Use your remote to pause rewind or fast 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 programming from those channels as part of your service
71. mail address field 4 Setup email servers window settings Select POP in the drop down list Enter mail mygrande net in the Incoming Mail Server POP3 field Enter mail mygrande net in the Outgoing Mail Server SMTP field 5 Click Next Your email is now configured to use any available connection 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 email using your Grande email address Set Up Outlook Express Follow the steps outlined below to set up Outlook Express with your Grande username and password 1 10 Open Outlook Express by double clicking the Outlook Express icon on your desktop The first time you start Outlook Express the Internet Connection Wizard will run Select Create a new Internet mail account and click Next to continue On the Your Name screen type in your name as you would like it to appear on your outgoing e mail messages and click Next to continue Type in your email address on the Internet Email Address screen Click Next to continue On the email server names screen select POP3 from the drop down list In the space provided below Incoming mail POP3 IMAP or HTTP server enter mail mygrande net Type in mail mygrande net as your Outgoing mail SMTP server and click Next to continue O
72. maintenance You can leave the power to the modem on even when your computer is off If your cable modem isn t working try these troubleshooting measures 1 Check your Grande services If there is an outage it may affect all of your services If this is the case please contact Grande Customer Service 2 Check your cable connections If your coaxial Ethernet or USB connections are loose you may not be able to send or receive data 3 Reset the modem by unplugging the power to the modem Wait 30 seconds 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 not in standby which is indicated by an LED on the modem There may be a standby button that has been activated that will cause the modem to lose connectivity 5 Reboot your computer Shutting down and restarting your computer may resolve many computer problems 6 If you have a surge protector make sure it is plugged in and does not need to be reset Problem 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 check another website to verify the Internet connection is working properly If you still cannot access your home page please contact Grande Customer Service Problem have forgotten my Password when logging into my Home Page Try
73. n Demand D Fast Forward Fast forwards through show Press up to three times for three speeds Slow Plays show in slow motion 3 s Advance Moves forward in 30 second increments Replay Repeats last 8 seconds of show Press and 9 Press and hold to jump to end of show hold to jump to beginning of show ae Last A B C D In TiVo with HD menus sort and filter On Demand Provides direct access to Grande On y GRANDE views Look for the on screen tips Demand library Enter Last Returns to last channel viewed in live TV Also works like Select button in guide view Programming Your TiVo Remote Programming TV Power amp Volume Functions 2 Select Settings gt Remote CableCARD amp Devices gt Remote Control Setup 1 Go to TiVo Central and select Settings amp Messages 3 Follow on screen instructions Your TV Service Your Scientific Atlanta Digital Receiver This section covers the Scientific Atlanta digital receiver used in Austin San Marcos San Antonio and Waco Fr zi ome ba bey Interactive Program Guide Your interactive program guide lets you see what s on TV access program information record shows or movies with DVR feature and purchase pay per view movies or events all with the click of a button This guide also lists programs and program information for every channel up to 7 days in advance To Access the Interactive Program Guide 1 Press the GUIDE button on the remote To get det
74. n stop receiving unidentified calls with Anonymous Call Rejection When incoming calls do not have a caller s name or phone number Anonymous Call Rejection will automatically route these calls to a short message stating that you are not accepting calls at this time and your phone will not ring Activate Anonymous Call Rejection 1 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 Rejection 1 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 e Anonymous Call Rejection specifically blocks calls from phones that have made the caller s phone number private e This service does not apply to calls originating from phones where Caller ID service is not offered Note You can also activate and deactivate Anonymous Call Rejection from the Online Phone Manager Priority Ringing With Priority Ringing you can set up a list of special callers so your phone 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 Ringing To use Priority Ringing you will need to add at least one phone number to your list 1 Go to https phonemanager mygrande net and log in 2 Click on Priority Ringing and enter the desired phone
75. n the Internet mail logon screen type in your Grande username in the field titled Account Name Your user name is everything leading up to but not including the mygrande net part of your e mail address For example if your e mail address is test_account mygrande net you would enter test_account as your Account Name In the Password field enter your Grande password If you do not wish to enter your password every time you check your email put a check in the box labeled Remember Password Click Next to continue Congratulations you have now set up Outlook Express as your email program Click Finish to begin sending and receiving email Your Internet Service Set Up Outlook 2003 Follow the steps outlined below to set up Outlook 2003 with your Grande username and password 1 Open Microsoft Office Outlook 2003 by double clicking the Outlook icon 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 to continue 5 On the Internet e mail settings POP3 page you will need to fill in your information for each of the six fields For Your Name type in your name for Email Address type in your Grande provided email address In
76. nd press SELECT When Parental Controls are off the password is deleted and anyone can view any shows or watch any channels Temporarily turn off Parental Controls Either enter the password to watch a show or channel or select Temporarily turn off Parental Controls from the Parental Controls screen When Parental Controls are temporarily turned off any show or channel can be viewed but the password is still required to change Parental Controls settings Auto Re ock When Parental Controls are temporarily turned off they re lock automatically after four hours of no remote control activity Parental Controls won t re lock in the middle of a show Use this setting to disable Auto Re lock Change the Password While Parental Controls are on select Change Password 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 release to theaters have a different rating system from shows made for TV Use rating limits to set rules for both rating systems as well as for specific types of TV content Select the rating type to change it TV rating limit Ratings shaded in green are not locked ratings in red are locked Use the UP DOWN arrows to adjust which ratings are locked Movie rating limit Ratings shaded in green are not locked ratings in red are locked Use the UP DOWN arrows to adjust which ratings are locked Block
77. ne Phone Manager to change your Passcode Understanding Your Equipment You will receive a phone modem with your Grande Phone Service This single device connects our network to your phones and home computer and is compatible with almost all existing cordless and non cordless phones The phone modem comes with battery backup so if your power goes down your Grande Phone Service will still be available for up to 8 hours of standby time and up to 4 hours of talk time Front View of Phone Modem If the modem is operating correctly the light sequence for Phone Modem will be Power solid Us solid Online solid Link Blinking Telephone solid to what line is active on the modem Your Phone Service Here is a guide to each light on a standard phone modem 123 45 67 8 Battery Telephone 2 Telephone 1 Link Online US Upstream DS Downstream Power Noro oy a NOTE Your modem may look different than the modem shown above You can find more information about you modem www mygrande com userguides If your system is connected and working properly these lights will be Steady green Many lights will blink if the device is in use The Telephone 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 lights will flash orange Back View of Phone Modem 7 6 5 4 3 2 1 1 Power Cord 2 Cable 3 Reset 4 USB 5 Ethernet 6 Telephone 2 7
78. nfirmation announcement and hang up Your Call Forwarding No Answer is now activated Deactivate Call Forwarding No Answer 1 Lift the phone and listen for dial tone 2 Dial 93 3 When you hear the deactivation announcement your Call Forwarding No Answer has been cancelled Call Forwarding No Answer Status To 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 Answer You can set the number of rings before a call evokes the Call Forwarding 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 and deactivate Call Forwarding No Answer Call Forwarding Busy Another way to never miss a phone call is to redirect incoming calls to another phone number when you are on your phone Without Call Forwarding Busy the caller would receive a busy signal If you aren t on your phone then calls will be directed to your phone number as usual Activate Call Forwarding Busy 1 Lift the phone amp listen for dial tone 2 Dial 90 and wait for the announcement 3 Enter the phone number where calls should be followed by 4
79. number For example if you are calling Paris France dial 011 the international access code 33 the country code for France 1 the city code for Paris the local telephone number To see a complete list of our international country codes go to www mygrande com intlrates 911 Emergency Calling Grande Communications Phone service provides 911 Emergency calling to police fire and medical services Our 911 emergency calling will automatically relay your phone number and address in the event you are unable to do so provided your public safety system supports this feature In locations where this service is not available you will be asked for your phone number and address Your Phone Service As an added protection during a power outage we provide battery backup This backup provides up to 8 hours of standby time and up to 4 hours of talk time for your Grande Communications Phone service so even if you don t have power you can still dial 911 Note As with any phone service a cordless phone will not work in a power outage so you should have a working non cordless phone in your home at all times Important In order to not disrupt access to 911 Emergency calling do not move your phone modem without notifying Grande Customer Service Directory Assistance By dialing 411 you will gain access to any listed number in the United States Provide the city and state and we will find the desired listing including the area co
80. number and name 3 Save your changes to enable the feature Priority Ringing is now enabled Important e A caller will not be aware you have Priority Ringing The caller hears the regular familiar ring e Priority Ringing may not work with all phones Your Voicemail Service Grande Communications offers a powerful Voicemail service so you ll never miss an important call whether you re out of town or on the other line With our advanced tools you can even get email alerts when you have new Voicemail and listen to Voicemail from most Internet connected devices Voicemail is included with our Optimum Phone Service and available as an optional service with our Essential Phone service Note As a default your new voicemail password will be set to 9999 Voicemail Service Features Our Voicemail service has all the standard features you need to manage your Calls e Listen to messages at home away from home or online e Message playback controls rewind fast forward e Send messages to other Grande Communications users e Create multiple personal greetings e Advanced mailbox management tools e Use online phone manger to listen download and e mail your voice messages Note Voicemail is enabled by default thus if you plan to use a personal answering machine Grande voicemail should be disabled Types of Voicemail Messages e New messages that have not yet been reviewed e Skipped new messages you choos
81. rns into the ultimate TiVo companion and takes your TV watching experience to a whole new level Download the TiVo App for iPad from the Apple App Store Note To use the app you ll need to make sure that the Network Remote Control setting is enabled on your device From TiVo Central select Settings amp Messages gt Settings gt Remote CableCARD amp Devices gt Network Remote Control Your TV Service Parental Controls Your TiVo Premiere DVR from Grande gives you two great ways to make sure your family has access to only those shows you want them to watch Using Parental Controls From the TiVo Central screen choose Settings amp Messages then Settings then Parental Controls Or select the padlock icon from the large channel banner The padlock icon in the channel banner shows the current state of Parental Controls e Off No password or controls are set The icon is dim and unlocked e On Password and controls are set The icon is bright and locked e Temporarily Off Controls are set but turned off The icon is bright and unlocked Changing Parental Controls Settings Once Parental Controls are on you must enter your Parental Controls password to change any Parental Controls settings Turn on Parental Controls Use the number buttons on the remote control to enter a four digit password then enter the same password again for confirmation Turn off Parental Controls Enter the password a
82. rvice Setting Up Email Filters Grande enable email filters email security by default You may turn this 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 manage my own email security Spam Filter Management When this option is enable Grande attempts to determine whether your email 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 spam messages into a Junk folder that you can browse whenever you choose 3 Tag my Subject Line this filter will add the word SPAM to the subject line of any email that is identified as spam 4 Discard the email if spam is found it will be automatically deleted WhiteList Email Addresses With this option you can add email addresses or email domains that you would to bypass spam filters Follow these steps to add addresses to 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 Blank lines 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 Addresses With this option you can add email addresses or email domains that you would like to
83. sable Call Waiting Permanent 1 Lift the phone and listen for dial tone 2 Dial 39 3 Listen for confirmation announcement and hang up Your Phone Service Enable Call Waiting 1 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 be reactivated Note You can use the Online Phone Manager to cancel Call Waiting for all calls Call Waiting ID Caller ID also works with Call Waiting When you hear a call waiting tone capable phones will display the incoming call information Three Way Calling Get everyone connected with Three Way Calling You can connect a third 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 the flash button on a cordless phone located on the keypad The switchhook is the button that disconnects your call when you hang up When you press the switchhook make sure you press it firmly and then release it to activate the feature Pressing for too long may disconnect the call Connect with Three Way Calling 1 Press the Switchhook briefly The current call is placed on hold and you will 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
84. select my own phone number Grande doesn t provide vanity numbers however we do offer a selection of available numbers from which you may choose Can keep my current phone number Yes with Grande you can port your landline number over from most other providers within the same service Note The phone number must be active with the current provider for porting am trying to set up my home voice mail for the first time What is the 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 How to Read your Monthly Bill How to Read Your Monthly Bill Your Monthly Bill from Grande Communications is Easy to Read E e A quick summary of charges on the front page gives you accurate fees at a glance 2 e Detailed charges on following pages allows you to see all your current transactions e Special announcement customer service information and payment instructions are in special sections that are easy to find and understand e Larger format is clear simple and color highlighted sections helps differentiate various charges AA Go Green A Sign Up For Paperless Billing ooh amp You can set up paperless billing by visiting billing mygrande com Understanding your Monthly Bill Account PIN You will be prompted by Customer Service to provide this 4 digit security PIN when inquiring about your ac
85. should be https rather than just http e Contact your bank or credit card company if you think you may have replied to a fraudulent email with sensitive personal information Online Security We want you to have a secure hassle free online experience Grande Communications can help with our SecurelT Security Package that we offer to our Internet customers for free SecurelT is an advanced all in one Internet security tool from a leading security software provider that can help protect your computer from harmful viruses hackers and privacy threats SecurelT Includes e Full anti virus protection leveraging the largest continuously up dated library of virus definitions to keep your PC or laptop safe e A software firewall that monitors the connections of your PC laptop and ensure that only allowed and safe data and traffic can be passed between your computer and the world e Spyware and pop up blocking technology that stops unwanted ads and potentially malicious spyware dead in their tracks Together these services act like an alarm system and police squad to protect your PC e Anti phishing database watches for suspect sites and alerts you when you hit a destination that might be fraudulent This live protection protects you in a manner often overlooked by conventional security solutions e Microsoft Windows Updates Alerting which makes sure you have the latest updates from Microsoft for your PC Downloading and Inst
86. ss the ON DEMAND button on your remote control You can also get to Grande On Demand from the TiVo menu When using TiVo with HD menus from the TiVo Central screen choose Find TV movies amp videos then Grande On Demand When using TiVo with SD menus on the TiVo Central screen choose Grande On Demand Using Parental Controls On Demand You can easily set a Parental Controls in order to prevent unauthorized users from buying any content that must be purchased such as movies adult movies or events If you subscribe to HBO Showtime Cinemax or Starz you may want to block access to these On Demand channels as they may contain mature programming For more information 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 living room with Dolby Digital 5 1 surround sound and 1080i transmission for crystal clear picture resolution That s ten times sharper than standard definition TV and a 33 larger wide screen image Our HD service includes your favorite broadcast channels as well as many more popular channels tsho HDG HD UQ ESHO Kierwom nicka HD amp Ae IHD HDTV Requirements You must have both an HDTV television and either an HD digital receiver a TiVo Premiere or HD cable card to enjoy HDTV Simply plugging your HDTV television into an active outlet will not deliver an HD signal to your HD television Additiona
87. ten for dial tone 2 Dial 78 3 Wait for confirmation announcement and hang up Do Not Disturb is activated Your Phone Service Cancel Do Not Disturb 1 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 e Aring signal is not sent to your phone while Do Not Disturb is activated Any answering machines or fax machines connected to this phone line will not be able to respond to incoming calls e Do Not Disturb overrides all Call Forwarding settings Note You can also activate and deactivate Do Not Disturb from the Online Phone Manager Selective Call Rejection Selective Call Rejection blocks incoming phone numbers you specify to be blocked Your phone does not ring when these calls arrive The caller is disconnected after hearing a short message stating that you are not accepting calls at this time You must use the Online Phone Manager to activate all Selective Rejection function Adding Phone Numbers to Selective Call Rejection To use Selective Call Rejection you will need to add at least one phone number to your list 1 Go to https phonemanager mygrande net and log in 2 Click on Selective Call Rejection and enter the desired phone number s and name s 3 Save your changes and enable the feature Selective Call Rejection is now enabled Your Phone Service Anonymous Call Rejection You ca
88. ternet Service Reset a Password Follow these steps to reset an email password 1 Click on the Reset Password button next to the email address you want to reset Click OK on the confirmation message The following message will appear If this username is used for a Dialup DSL or Webspace account please be aware that the pass word reset will affect these services Click OK on the confirmation message The final confirmation message appears The password for Account was reset to hpizns This password can be used permanently or Account can log in to this site with the password hpizns and change it Forwarding your Email You can temporarily forward your incoming email to any email address you designate i e forward your home email to the office while at work Follow these steps to forward your incoming email 1 2 3 4 Click the Manage button under the Forwards bar Type the forwarding email address in the Forward text field If you would also like a copy kept in your email account place a check mark in the Local box Click the Add button under the Submit bar Follow these steps to stop forwarding your incoming email 1 2 3 Click the Manage button under the Forwards bar Delete the forwarding address from the Forward text box Click the Add button under the Submit bar Your Internet Se
89. third participant and wait for them to answer 3 Once they have answered press the Switchhook or the Flash button briefly and connect all three parties 4 Ifthe third participant s phone line is busy or no one answers the phone press the Switchhook or the Flash button briefly to disconnect the call and return to the original participant Your Phone Service Disconnecting the Third Participant 1 When you are ready to get back to a two party call press the Switchhook or the Flash button twice briefly 2 The third participant is disconnected and you remain connected to your original participant Important All participants can be local long distance or international Depending on your phone service you will be charged for any long distance or international calls you initiate Any of the three call participants can disconnect from the call at any time If you hang up the call is terminated between all participants Call Forwarding No more worries about missing important calls when you are away from home when you have Call Forwarding You can forward your home phone number to any number of your choice Important e You can forward calls to a local or long distance phone number but long distance charges may apply depending on your level of service e Any calls forwarded to an international number will be billed as if you called that phone number directly e You can continue to make outgoing calls when any of th
90. to your Favorites list A favorite channel is noted by a blue ribbon 3 Use the UP DOWN LEFT RIGHT arrow buttons to highlight Q 4 Press the A button to accept your favorite list Multiple Options to View or Access your Favorite Channels 1 If you would like to view a list of your Favorite channels select Favorites from the Guide Menu or HEART from the Quick menu 2 Select Favorites from the Guide Menu or HEART from the Quick Menu to see a list of your Favorite channels 3 While you are in TV listings press the FAV button on your remote to move the highlight to your next Favorite channel 4 While watching TV press FAV to quickly tune to your Favorites Parental Controls Parent locks allow you to restrict viewing and purchases of TV programming based on your viewing preferences Set a personalized 4 digit pin and you can place locks on selected ratings channels and titles and even hide adult titles from being displayed on screen Creating a Parental Control PIN 1 Press the GUIDE button and then the SETTINGS button on the remote 2 Use the UP DOWN LEFT RIGHT arrow buttons to highlight Block 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 change by entering your new PIN a second time Turning Parental Control On 1 While watching TV press the SETTINGS button
91. tup screen automatically appears To configure your email settings enter your name in the Full Name field and your username mygrande net in the Email Address field 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 Enter your Grande username and Grande password in their respective fields Click the OK button Your inbox will be displayed Click the Get Mail icon to check for new email Set Up Entourage Mac Mail Follow the steps outlined below to set up a new Entourage Mac Mail account 1 When Entourage is launched for the first time the Entourage Setup Assistant will run On the first screen enter your First name and Last name in the spaces provided and then click the right arrow to continue On the Home Information screen enter your home address information and then click the right arrow to continue On the Work Information screen enter your work address information and the click the right arrow to continue On the next Welcome Screen select I want to start using Entourage without importing anything and click the right arrow to continue If you do in fact want to import information into Entourage you can do so at any time by selecting File gt Import from within Entourage 10 Your Internet Service On the Junk Mail Filter screen
92. using a Grande provided router please contact Grande Customer Service Why can t 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 a stronger wireless signal This could also indicate a problem with the computer trying to connect If you are unable to correct the problem and you are using Grande Home Networking service please contact Grande Customer Service Can you help me find my wireless network have a Grande provided wireless router Using the provided Cisco Connect software you should be able to access the router administration page and locat the network information If you cannot access the router administration page please refer to the instructions in the Wireless Home Networking section on page 29 of this booket Grande will setup two devices for you during the initial Grande Home Networking installation If you need to connect more devices please read the instructions on the Wireless Home Networking section Should you require further assistance please contact Grande Customer Service Your Internet Service How do I power cycle my cable modem When you power cycle your cable modem you are resetting your cable modem which may resolve some connectivity issues Follow the directions below to power cycle your cable modem 1 Make sure the coaxial cable is plugged securely into the
93. uter 3 Configure your router for a broadband connection a If your router requires a set up prior to use follow the instructions in the router s manual or installation CD b Choose Automatic Configuration or DHCP for the connection type Your router is configured to automatically receive connection information from Grande Communications Your Internet Service 4 Power cycling your modem and router a Unplug the router s power cable b Unplug the modem s power cable and wait for 30 seconds If you have Grande Communications Phone service you must reset the phone modem Insert a paper clip in the recessed button on the back of the modem to reboot c Plug in the modem s power cable and wait for its lights to stop flashing d Plug in the router s power cable and wait for 20 seconds Protecting your Home Network A broadband connection is ideal for sharing across multiple computers in your home If you re running a wireless network we strongly recommend that you secure your wireless network by changing the settings that come with your wireless router Otherwise anyone in the vicinity can easily detect and gain access to your home network and you may be held liable for their online actions or at risk for security breaches Connecting a Wireless Device If your wireless router and wireless device both support Wi Fi Protected Setup WPS start by pressing and holding the WPS button on the router for
94. ve so you can easily identify this account should you need to make changes Click Finish to begin using Entourage Your Internet Service Email Phishing Phishing is the term used by Internet scammers who imitate legitimate companies in emails to entice people to share user names passwords account information or credit card numbers The term Phishing comes from the fact that Internet scammers are using increasingly sophisticated lures as they fish for users private information The most common ploy is to copy the look and feel of a web page from a major site and use that design to set up a nearly identical page that appears to be part of the company s site There are several steps you can take to make sure you never fall for one of these scams e Always be suspicious of any email or phone call that asks for your personal account information such as a usernames passwords and account numbers Emails phone calls text messages instant message or Web logs that appear to come from a reliable source may not always be authentic e Grande will never ask for billing or payment information through email e Always be extra cautious when giving out your personal information on the phone e Always ensure that you are using a Secure server when submitting credit card information You can be sure you are using a secure server by checking the beginning of the web address in your Internet browser address bar it

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