Help and Support

GTel has been commended for excellence in customer service by the NYS Public Service Commission for 27 consecutive years. We strive to provide the service you remember and the technology you imagine.
Our 24/7 help line number is 866-380-8324

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Internet Help

TROUBLESHOOTING FOR GTEL FIBER SERVICES

  • All services in your home are fed from your ONT (Optical Network Terminal).  This is the device that takes the signal from the outside fiber and converts it into usable signal in your home.
  • Check to make sure your ONT has power.  If you lease a battery backup from GTel, you will be able to see what the state of hte power supply is based on the alarm lights on the unit.  If your ONT has no power, or is running on backup power, your Internet will not work.
  • Check to be sure that all cables are connected (Ethernet cable from jack/ONT/switch port to the back of modem, Ethernet cable from modem to computer, power to the modem).
  • The cable feeding the modem should be connected to the WAN port, this might be labeled “ONT”.
  • Try to reboot the modem by turning it off and on. You can also unplug the modem and plug it back in.
  • If you still have no connection, try to locate each device in the series of connections and reboot them.  Wait 10-15 minutes, and try again.

If you have done all of the above and still cannot connect, contact our 24/7 Technical Support Team at 1-866-380-8324

TROUBLESHOOTING FOR HIGH-SPEED DSL INTERNET SERVICES

If you get a dialogue box on your computer that says “UNABLE TO FIND SERVER” or “PAGE CANNOT BE DISPLAYED”:

Check modem light status:

  • If there are no lights on your modem, make sure the power switch on the back of the modem is turned on. Also make sure that the modem is plugged into a working electrical outlet.
  • If the DSL or ADSL light is flashing, check the connection from the wall jack to the modem.  This may happen if you have recently moved the modem and the wires have been disconnected or loose.
  • If all lights are solid, shut the modem down, and router (if applicable), and then PC. Wait 10-15 minutes.  Reboot (turn on) modem, router (if applicable) and PC, in that order.  Wait for all devices to complete the connection process and try to access the Internet once again.

If you have done all of the above and still cannot connect, contact our 24/7 Technical Support Team at 1-866-380-8324

Cable Help

Digital Cable (IPTV):

If your TV screen is snowy, blue, says “No Signal”, or any similar message, you are most likely on the wrong input. Using your TV remote, check to be sure you are on the correct input for your Set Top Box. This was explained to you at the time of the install. If you have any questions about your input, please call our trouble line at 537.HELP.

If your picture is tiling, freezing or if you receive any errors on your screen, using your IPTV Universal remote, press the Home button (To locate the HOME button on your particular remote, find the corresponding Remote Function Guide here: TV Resources page This will refresh the signal to the Set Top Box.

• If this does not fix the problem, you will need to power cycle the Set Top Box. This can be done by unplugging the power from the back of the Set Top Box, or from the wall. When the power has been disconnected, plug the box back in and wait for it to completely boot. Depending on your current system, you may be prompted to enter your password, (which is defaulted to 1234) then press OK. Video should be restored.

If none of these solutions restore your video stream, please contact our business office Monday-Thursday 8AM-4:30PM and Friday 9AM-4:30PM, or call our Technical Support after hours at 1-866-380-8324

POWER OUTAGES:

Even if you have power at home, we may not have power feeding the remote that your cable service is fed out of.

If your cable is out, and you do have power, try our troubleshooting tips below before contacting our office for assistance.

Digital Cable – If you have recently lost power, the best thing to do is wait 10-15 minutes for the signal to be restored to all of your devices.  Depending on the type of services you have at your home, your TV may need other devices, like your modem, to be online before signal will be restored.  If after 15 minutes, you are still without service, you may need to reboot your digital boxes to refresh the connection.  If your screen prompts you for a password, all passwords are defaulted to 1 2 3 4, unless changed by the customer. Press the STB/CBL button on your Set Top Box remote then 1 2 3 4, and then ‘OK’.

If you see an error message on your screen after waiting 10-15 minutes, you may need to unplug the power from the Set Top Box and plug it back in, do this only once. This will reboot the box. If you still do not have video, call office at 518.537.4835 during business hours, or our after-hours help line at 518-537-4357.

Phone Help

IF YOU HAVE NO DIAL TONE, OR IF YOU CANNOT MAKE/OR RECEIVE LOCAL CALLS

  • If the problem seems to involve all your phones, check that:
    • All receivers are on the hook.
    • All phone equipment is plugged into the jack(s).
    • All phones are connected to power outlet(s) (if applicable).
    • All phone cords have no damage or cracks.
    • Batteries in any cordless phones are charged and installed correctly.
    • Try unplugging all cordless or powered telephones and checking on a hard-wired connection.  Sometimes these electronic telephones can malfunction and cause the line to be out of order.
    • If everything checks out and your phones still do not work, please call GTel Repair at 518-537-4357 *Charges may apply IF THE PROBLEM SEEMS TO INVOLVE JUST ONE PHONE:
  • If the problem seems to involve just one telephone
    • Unplug the phone you’re having trouble with by removing the cord from the jack.
    • If your phone equipment is plugged into an electrical outlet, unplug it from the power outlet also.
    • Take it to a jack that is connected to a working phone. Unplug the working phone and plug the phone you’re having trouble with into that jack, and into an electrical outlet if needed.
    • If it still doesn’t work, the problem is likely with that phone, not the phone line. If it works, the problem is likely with the wiring inside/outside your home.
    • If you still need assistance, please call GTel at 518.537.4835 during business hours or contact our 24/7 Technical Support Team at 866.380.8324 *Charges may apply for any site visits made.
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