Customer Care: Support
Need help? See if you find an answer to your questions instantly below. If you don't see what you're looking for, our experienced technical and customer support teams are right here in Texas, so you'll always get the answers you need from someone nearby who cares.
Top 5 FAQs
New Accounts
What requirements are there for setting up services? (i.e. credit checks/deposits)
Upon your request for setting up new services, we will verify your address is serviceable and help you choose the best services to fit your needs. We do run a credit check to see if a deposit is required.
Do I have to sign a contract? Are there any disconnection fees?
While Grande does have promotions that give you the best value on services, we do not have retail customers sign a contract. If for some reason you move out of our serviceable area or otherwise disconnect your service, there are no fees applied for the disconnection. (Any rental equipment must be returned. Fee for truck roll to pick up equipment may apply.)
How can I add a service? Can I move into a bundle?
If you are looking to add any service to your account, you may call into our 24/7 call center and speak with one of our friendly representatives.
Billing
What is the "Non-Pay Processing Fee"? When is that fee assessed?
When an account has an unpaid amount on it for 46 days, there is a disconnect work order entered resulting in a $25.00 non-pay processing fee.
If my service was suspended, how long after I make a payment does it take for my services to be restored?
After making a payment on a suspended account, the restoration timeframe is anywhere from 4 to 6 hours. Remember that making a payment at a pay station requires you notifying our 24/7 customer care group of the recent payment as it can take 3 business days for third party payments to be received.