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The answers to your burning questions...

• How can I pay my bill?

  If you do not already have a Direct Debit set up with Grain, you can do this by simply clicking here.

  If you are experiencing issues with your payment or would like to discuss your bill, please get in touch to arrange payment, you can reach us between 9am-7pm Monday to Friday, and 9am-5pm Saturday, Sunday and bank holidays.

• How do I upgrade from my current package?

  If you need a bit more speed or you would to add one of our optional extras to your package, we can get this sorted for you. Please get in touch today and a member of our team will able to talk you through your options.

• How do I update my account information?

  If you would like to update your account information, you can email us at [email protected] and a member of our team will be in touch or call us on 0330 223 2266.

• Can I change my Direct Debit collection date?

  Your Direct Debit date is normally set in line with your contract start date. If you have any questions about this, please get in touch.

• My password is not working?

  Please check you are using the correct password, this can be found on your welcome email. Don’t forget, when inputting your password into a device, it is case sensitive. If you still can’t find the password, or it isn’t working, then please get in touch.

• Can I change my password?

  Once you’re signed up to a broadband package, you are free to change your password. To do this, contact Customer Support via email at [email protected] and request admin control of the router.

  Once you have gained admin access you can make the changes by visiting 192.168.1.1 on your preferred web browser and login with the credentials provided to you by our Customer Support team.

• How do I test my speeds?

  If you are testing your broadband speed on a mobile device, download the Ookla app. Click on ‘Change server’ and select ‘Manchester – Grain Connect’, once you have done this you can then start your speed test.

  If you are testing your broadband speed on a PC or laptop device, visit speedtest.net. Tap on ‘Change server’ and select ‘Manchester – Grain Connect’, once you have done this you can then start your speed test.

• How do I connect my phone to my router?

  If you have signed up to a VoIP phone package, and have an email confirming your phone number is ready, then you have everything you need to set up your router! Please note, the email confirming your phone number can take approx. 2 working days.

  First, plug the phone directly into the ‘Phone 1’ port on the bottom of the router. This may require an adaptor, which will either be provided by your engineer or sent out in the post. Connect your phone using the cable on the adaptor. We will then configure your router, which will get your phone up and running.

  Once connected, test an inbound and outbound call to make sure everything is working as it should be. If either of the calls don’t work, please see our trouble shooting FAQs.

  If you have any questions, get in touch – our Customer Support team are on hand to help.

  *Please note: international and pay-by-the-minute numbers are not included in your phone package and will therefore not work.

• How do I get the most of my broadband speeds?

  We know speeds can be confusing, check out our speeds explained page more information and how to get the most out of your broadband speeds.

• How do I set-up my Icotera wi-fi extender?

  Once you’ve received your Icotera wi-fi extender, you’ll need to set it up using the following instructions:

  1. When you first power up your extender, make sure it is connected directly from the wire on the wi-fi extender, into the router.
  2. Once the wi-fi extender is connected to the router, you’ll see flashing lights. Leave the wi-fi extender for a couple of minutes then, once the lights go a solid white or blue, it means your extender has copied the router information.
  3. Next, unplug the wire that connects the wi-fi extender and the router but keep them both switched on.
  4. Double press the wi-fi button on the extender and it will display a blue/green light.
  5. Unplug the wi-fi extender and move it to where you need it to be (a prime location for an extender being halfway between your router and the problem-area in your home). Once it’s powered on, the lights will flash, then go solid white for approximately 1 minute before turning off.
  6. Double press the wi-fi button again, until you see a green/yellow light. If the light appears blue or purple this means that your extender is not in a good location. Try the extender in different positions until the green light shows, and it has a good quality connection.
  7. After it has flashed green or yellow, the light will go off — this means that your wi-fi extender is working, and the range of your router will be extended.
  8. At this stage, the extender shouldn’t be displaying any lights but it will still be working. To check the signal strength, double press the wi-fi button for the green/yellow light.

  Please note: When moving the extender, if you see a flashing yellow light, you may be too far away from the router. When changing positions, you may need to switch your extender off and on again, for it to register the new position and for the lights to turn green/yellow.

• What do the lights mean on my Icotera wi-fi extender?

  Blue – Signal is too strong, the access point won’t be effective here.
  Green – Good quality of signal, this is the optimal spot for the access point.
  Yellow – Signal is low, wi-fi connection will be stable.
  Purple – Signal strength is weak, this position is too far away from the router.
  White – If the light goes solid white for 1 minute and then it goes off, your access point is fully operational.

  Now you should be all set up and ready to enjoy fast, reliable broadband throughout your home!

• How do I set-up my Zyxel wi-fi extender?

  Step 1  

  Connect the Grain router and the wi-fi extender using the ethernet cable enclosed. Do this by connecting LAN Port 1 on the extender, to any of the LAN ports on your wi-fi router, then turn on the extender. 

  Step 2  

  The extender power lights will then flash, followed by the link and power lights both flashing for 1-2 minutes. When the wi-fi light is solid or flashing, the extender can be powered off and moved.  

  Step 3 

  Now you’re free to plug the extender into any socket in the home. Once the power, link and wi-fi lights all turn green, your wi-fi extender is working. If the link light is red, the signal is not good enough and the extender should be moved. 

• How do I can cancel my contract?

  While we would be sad to see you go, we understand that circumstances can change so we’ve made our cancellation process as simple as possible. Simply contact us to advise that you wish to cancel, giving the required 30 days notice. Cancellation fees may apply, in line with our Terms & Conditions.