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General FAQs
Frequently Asked Questions

1. Why do I need to log in?
MyGrande.net Web Portal is full of great content, giving you special pages for News, Music, Sports, Movies, Photos and more.

By logging into the Grande Portal you will be able to customize its content with a great number of options such as: current weather, headline news, my favorites, market watch, lottery results, horoscopes, ESPN360, ABC News Now, movie search and much more.

2. What is my Username and Password?
Your username is the first part of your Grande email address. For example, if your email address is username01@grandecom.net then your username is "username01" (without the quotation marks).

Your password is your current Grande email password.

Note - If your email address is an "@advantexmail.net" address please read "Advantexmail.net User" below.

If you do not have an "@grandecom.net" or "@advantexmail.net" email address please contact our Customer Care Center.

3. How do I get a Username and Password?
If you are already a Grande customer and you have our Internet service you should already have an email address assigned to you. If you cannot remember it or it has not been setup, please call our Customer Care Center.

4. How do I change my Password?
To change your current Password, please go to "Check Email" (on www.mygrande.net) and click on "Email Administration" on the footer. After log in you will be able to change your Password. You can also Click Here.
If you forgot your Password, please have your username or account number ready and call our Customer Care Center.

5. I am an Advantexmail User. Can I log in?
Customers with an "@advantexmail.net" email need to migrate to an "@grandecom.net" email to be able to log in to the Portal. To migrate go to http://am.grandecom.net or Click Here.

6. Do I need to have Grande High-Speed Internet to log in?
It is preferable to have Grande High-Speed Internet to log in to our Portal. The Portal is optimized for broadband use and you will be able to watch videos and listen to music without any problems with a Grande broadband connection.

If you are not a Grande High-Speed Internet user but want to log in, you can subscribe to a Grande email account. Just call our Customer Care Center. Once they provide you with a Grande email account, you will be ready to log in.

7. I am a Dial-Up customer. Can I log in?
Grande Portal is optimized for broadband use. Dial-Up customers will be able to log in with their Grande account, but they might experience some delays downloading multimedia content.

8. I am a Grande Phone or Cable customer. Can I log in?
If you are not a Grande High-Speed Internet user but want to log in, you can subscribe to a Grande email account. Just call our Customer Care Center. Once they provide you with a Grande email account, you will be ready to log in.

9. What are Grande Web Premiums?
Grande Web Premiums combine content from the top Internet subscription and entertainment sites into a single package, which only requires one log in. Once you sign up for a Web Premium, all you need to do is log into the MyGrande.net Web Portal and you can enjoy value-added online content from sites such as Fox Sports Video VIP, Encyclopædia Britannica, MLB.com and more - all at an incredible savings when compared to direct subscription rates!

10. Do Grande Web Premiums require a high-speed connection?
It is preferable to have Grande High-Speed Internet to use Grande Web Premiums. The Web Premiums are optimized for broadband use and you will be able watch videos and listen to music without any problems with a Grande broadband connection.

11. How often am I billed for Grande Web Premiums?
Grande Web Premiums include the best of the Web with an exclusive value-added online content offering at one low price. Grande Web Premiums will simply be included on your monthly Grande statement.

12. Who do I contact if I can't access my value-added online content or my login fails?
If you can't access your content because of a failed password or broken link, please contact a Grande Customer Care Center in your market.

13. What is happening if I constantly have to log in for access to my Grande Web Premiums online content or to customize my MyGrande.net Web Portal?
You may have "Cookies" turned off for your Web browser. Cookies allow the Grande system to recognize you and "find" your login and credentials as you navigate throughout the many content partners in your subscription. To switch Cookies on, click on "Tools", "Internet Options", and "Privacy". Select a Privacy setting of "Medium" or lower, which will enable Cookies and provide a seamless subscription content viewing experience.

14. I closed my browser, opened a new one and tried to re-access my Grande Web Premiums online content. Why do I need to log in again?
Your login information and credentials are "cleared" from your computer when you close your value-added content browser. You must log in to open a new subscription session after you close the current session.

15. Can anyone else access my Grande Web Premiums online subscriptions?
Unless you share your login information with others, only you and Grande Technical Support can access your Grande Web Premiums online subscription content. To prevent others from accessing your value-added content, please keep your login information confidential.

16. I sometimes see pop-up advertisements while viewing my online content. Can I stop the ads?
Pop-up ads that are part of the value-added service or content providers' offerings cannot be turned off by Grande. These ads are a service of content providers to promote special offers.

17. I can't view my Grande Web Premiums online content when the video window appears. What is wrong and how do I fix it?
If you can't view the Web Portal or a value-added content video stream:

a. Certain content providers may require that you enable Javascript and ActiveX Controls to properly view their pages. For Internet Explorer, click on "Tools", "Internet Options", "Security". Make sure that Java and ActiveX are enabled for your browser, and then save the system changes. Alternatively, you can enable Cookies at this time in the Privacy settings. The "Default" security setting will switch on all three features at once. Click to "Apply" the changes.

b. You might have outdated or incompatible versions of video playing programs on your computer. To check for the latest version of RealPlayer, Flash Player, Shockwave or Windows Media Player, click on "Get Plug Ins" located in the footer of www.mygrande.net. This link allows customers to simply click and have their desktop scanned for available Plug Ins and those needed for optimal use of the services available through the Portal. Clicking on this link will result in a window advising of any Plug Ins needed with links to download the software. RealPlayer is the only Plug In required to view the Portal content. The rest may be required to access value-added content.

c. Finally, you may be experiencing Internet congestion that is causing slow download and streaming speeds. If the video player tries to re-buffer the stream more than three times during the video, close the video pop-up window and select a smaller stream. Internet congestion is common at peak usage hours, and unless it persists for more than an hour you do not need to contact Grande.

18. Can I leave my email, instant messaging and other programs running while viewing my Grande Web Premiums online content?
Depending on the speed and RAM of your computer, you can keep several programs running at the same time, including Grande Web Premiums online content. However, certain programs that require a lot of virtual memory, such as graphics programs or a Web camera, may impede your system's ability to process a video stream from your value-added online content. If you have consistent problems with system resources, or crash the browser more than once, you should close such programs when viewing value-added video streams at the same time.

19. Where does my personal information go?
Grande has worked hard with technology and information policies to protect your personal information. For more information on how Grande protects your information, please read our Privacy Policy by clicking here.

20. How do I change my Web Portal password?
To change your Grande Web Portal password at any time, please go to "Check Email" (on www.mygrande.net) and click on "Email Administration" on the footer. After you log in, you will be able to change your Password. You can also Click Here. Please note that your email and Web Portal password are the same.

If you forgot your Password, please have your username or account number ready and call our Customer Care Center.

21. Can I change my billing information?
Changes to your billing or account information can be made by contacting Grande Customer Care Center.

22. How do I add or remove stocks from the Market Watch component?
If you have stocks that you want to add or remove from your Market Watch component, you simply type the stock symbol you wish to add or remove in the "add/remove" field and click go.

23. Can I customize my MyGrande.net Web Portal?
You can set preferences on your Grande Portal choosing what component is most important to you. So if news is your passion, you can specify World News or Weather to be the first component you see when you log in, while other components on your MyGrande.net Web Portal will appear elsewhere. It's all up to you!

To start customizing your Web Portal click on the "Portal Controls" link, then on "Customization", and choose the component(s) you want to see. You can then click on the "Choose Layout" tab to put your selected content in the order you wish to see it. It's that easy!

24. Why don't some of the player controls in the Media Center work for me when using Netscape?
If you already had RealPlayer installed before you downloaded Netscape you will have to re-install RealPlayer in order to make the controls work properly in Netscape. To download RealPlayer for free, click here.

25. What are my system requirements to access Grande Web Premium?
Due to the high resolution and use of video with our value-added content providers, we recommend that your computer meet the following minimum hardware and software requirements.

*Grande Web Premium online content may not be optimized for MAC users or browsers other than Internet Explorer.

  • Any Intel or AMD processor, 400mhz or faster
  • Windows 98/2000/XP/ME
  • Internet Explorer 6.0 or higher (cookies enabled)
  • Windows Media Player 9.0 or higher
  • Real Player 6.0 or higher
  • Macromedia Flash Plug In (required for TOTALmusic)
  • Shockwave Plug In (required for GameBlast)
  • Active X Plug In (for streaming video over IE)
  • 256MB RAM
  • 16-bit sound card and speakers
  • 65,000-color video display card

26. How do I know if my system has the latest Plug Ins or Media Players?
Please find the link to our "Get Plug Ins" located at the footer of www.mygrande.net. This link allows customers to simply click and have their desktop scanned for available Plug Iins and those needed for optimal use of the services available through the Portal. Clicking on this link will result in a window advising of any Plug Ins needed with links to download the software. RealPlayer is the only Plug In required to view the Portal content. The rest may be required to access value-added content.

27. Why can't I log in to my Grande Premium Services (for example, Shockwave.com™ UNLIMITED or American Greetings) directly from their Websites?
Grande Premium Services provides a unique bundle and discount for Grande High-Speed Internet customers accessing the value-added content through Grande. In order to provide this service, you must log in through your Grande startpage located at www.mygrande.net.

28. Does the Grande toolbar work with Internet Explorer 7?
Currently there are intermittent problems with the toolbar that are directly related to Microsoft's Internet Explorer 7 release. We are working with Microsoft to fix this problem and anticipate a solution shortly. Please check mygrande.net for updates.