How can we help you?

Internet Speed FAQs for Texas



Resolution Steps

New Page 2

Why am I not getting advertised speeds on my Wi-Fi network?

    Grande Internet advertised speeds are based upon a direct connection to the modem. Actual wireless performance will vary, and depends on many factors, including interference with other wireless devices, the amount of bandwidth others are using on your Wi-Fi network, interference from large mirrors or fish tanks and obstructions such as walls between you and the wireless router. Try to avoid sharing Wi-Fi between devices when possible, as not all devices are capable of today’s fastest speeds and will often slow down the Wi-Fi transmission to suit the slowest device.

What factors affect the speed of my Internet access?

    Here are the top five factors that will impact your speed:

    • Whether you are directly “wired” to your Internet connection or operating on a “wireless” network or Wi-Fi network. Wired connections always deliver faster speeds than Wi-Fi.
    • Top things that slow down your wireless speed
      • Location, location, location - make sure your modem and router are in an open, central location and up off the floor to achieve a good signal broadcast.
      • Walls, doors, floors, steel, furniture, and appliances can all block or reduce your Wi-Fi signal.
      • The number of devices using your Wi-Fi connection at one time may slow you down. Turn off those devices not being used. Wi-Fi connections may go as slow as the slowest device being used on your Wi-Fi network.
    • Viruses - run regular virus scans and keep your devices clean.
    • Check your equipment - can your tablet, PC, laptop, smartphone, modem, deliver today’s speeds? Different equipment has different speed capabilities and some are unable to deliver todays’ fastest speeds and could slow you down.
    • Always use a password for your Wi-Fi connection - using a password prevents others from using your Wi-Fi without you knowing.

What is the difference in Internet speed when using a “Wired” vs. “Wireless” connection?

    Wired speeds are delivered when you plug an Ethernet cable from your Internet Device directly into your computer, laptop, television, gaming console or other Internet-enabled device.
    When a device is connected with an Ethernet cable it can achieve its fastest speeds. Wireless speeds for Grande Internet are available using the Wi-Fi signal from your router. Once connected, the speed will depend on a variety of factors. Wi-Fi speeds will not be as fast as wired speeds.

Is my Internet speed affected by the number of devices I use?

    Yes, with various types of devices connecting to the Internet in your home, it’s important to understand the speeds those devices are capable of delivering. 

    Specific devices will be limited by their Wi-Fi capability or the wired connection speed if your devices are directly plugged in to your modem. Different devices can support certain maximum speeds, many of which are often lower than Grande’s top Internet speed. For details on the speeds your device can support, consult your user manual (for your tablet, smartphone, laptop, television, gaming system, blue-ray player, etc.), or manufacturers website. 

    As a Grande Internet customer, you can connect many devices and utilize them to surf the Internet, keep in touch with friends and family, find the best entertainment and play games online. Just note that the more devices you connect to your router, the more your speed is divided amongst them – so advertised speeds will not be achieved on every single device when they are all in use – instead, speed is shared between them. Grande Internet does offer all the speed you need, just make sure you have a device that can support your speed. 

What is the maximum number of Wireless Users I should have on my Router?

    The maximum number of wireless users you can connect through a Wi-Fi Router differs from brand to brand of router. Good performance is attainable with multiple devices sharing an Internet connection on a single router. However, it is not typical for a router to handle more than 10 devices, trouble-free.

    The more devices you connect, the more your speed is divided amongst them and the slower your wireless speed will be. 

    If you purchased your own router, please consult the user guide that came with your router. Here are sites for some of the more popular manufacturers:;;; 

Is the location of my Wi-Fi modem or Router important to my wireless speed?

    Yes, the location of your Wi-Fi modem or router is very important to your wireless speed. The farther your computer or other devices are from the router, the slower the speed of your wireless Internet connection. It is always best to place the Wi-Fi router or modem in an open, central location and up off the floor. This will provide the best wireless coverage to the most number of devices. Distance from your router to kitchen equipment (microwave ovens, refrigerators, etc.), baby monitors, physical obstructions such as fish tanks, large mirrors, walls and floors, garage door openers, cordless phones, florescent bulbs and other Wi-Fi networks in your area can all cause interference with your router’s signal and slow down your wireless connection. Identifying the specific interference is difficult due to multiple factors in a typical home. 

Are there other ways to maximize my wireless network performance?

    Aside from minimizing interference, there are several considerations that could extend your Wi-Fi network's range. 



    Security is important so that unauthorized persons cannot use your Wi-Fi and slow your speeds. Always use a password for your Wi-Fi connection. Using a password prevents others from accessing your Wi-Fi network without you knowing it. 


    Run regular virus scans and keep your devices clean.

    Install Wireless Extenders or Repeaters

    A wireless repeater will extend your Wi-Fi range without additional wiring. Simply place the repeater within the router's range for an immediate increase in signal strength. Linksys and D-Link offer such products. Note: Grande does not support wireless repeaters at this time. 

    Add Wi-Fi Access Points

    If your home is already wired, adding additional Wi-Fi access points where you may be experiencing "dead spots" is one of the best ways to increase range. You'll need to connect each access point to your main router with Ethernet cable. Note: Grande does not support Wi-Fi Access Points. 

    Metals and Liquids

    Because they can reflect or absorb radio signals, physical items within your household can reduce Wi-Fi performance. Common household interference sources include metal studs, nails and foil-backed insulation, thick concrete walls, large mirrors, metal cabinets and aquariums. 

What equipment should I have for the best Internet experience?

    Grande recommends and provides certified DOCSIS equipment (modem, router, gateway) to ensure the best and fastest Internet experience. DOCSIS 3.1 is the very latest Data Over Cable Systems Interface Specification (DOCSIS), and includes many new, advanced performance-enhancing features that are not available on DOCSIS 1.0, 1.1, or 2.0 devices.

Does the website I’m attempting to access impact my Internet speed?

    Yes. Whenever you attempt to visit a website or access content from a website, the actual delivery of information comes from a server operated by another company and not Grande. The server has its own connection to the Internet. Sometimes, many people are connecting to the same company’s website and server you are connecting to at the same time. This will limit your speed to that particular website. If you were to connect to another website that does not have such high usage, then you would see faster speeds.  Think of it like a busy restaurant. If the restaurant is properly staffed, you will be seated and receive your food quickly. If the restaurant does not have sufficient resources, you face longer wait times for service. Just as in a restaurant, you receive better service when there are plenty of resources to go around. The resources are set by the owner of that website.
    • In these situations, Grande Internet is delivering the speed you need, but the limitations on a specific website make it appear as if your Internet is slow. Checking other websites can help you identify where the slow speed is, and whether or not a temporary slowdown in speed is due to traffic on a particular website. 
    • Try to connect at a different time, this may allow you to connect at faster speeds. Some websites may be congested more often. If a particular website continues to have poor speeds, contact the website owner to report the issue. 

What is “Internet Congestion” and does that impact my Internet speed?

    Yes, internet congestion can impact speed. As you can imagine, the Internet is actually quite extensive, like a highway system. It’s not a single path, but a series of interconnected “roads” that take you to and from different servers across the world. The Grande network “is like the local highway up to the entrance ramp” to the world-wide-web. The path your device takes to reach the information you requested can be a long series of connections between different networks. How much time it takes for the requests to reach the designated server and return in a round trip is commonly called “latency”. If a server is physically far away, there are a lot of different steps to reach that server. The longer it takes the round trip data to return to your computer, the slower the speed you can achieve. Trying different websites on different servers that use different pathways may work faster than others. 

Does the time-of-day impact my Internet speed?

    Yes. Sometimes, a lot of people are online surfing the Internet, updating their social network, downloading movies, gaming or chatting with friends/family. Grande’s fiber optic network is designed to provide all customers the best Internet experience possible, but during certain times of the day, all Internet connections are more heavily used. When there is a lot of Internet traffic in general, you will see temporary periods where your connection may slow down. Typically, you will see this during the peak hours of usage between 7 PM and 11 PM. Generally, this congestion exists on the destination website or server you are trying to reach.

Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps