Support
At Glenwood Telephone Company, we believe that exceptional service extends beyond just providing high-speed internet and reliable voice connections. Our Support Page is your one-stop destination for all your needs! Whether you’re troubleshooting an issue, looking for answers to common questions, or seeking guidance on our services, our dedicated team is here to help. With easy-to-follow resources, FAQs, and direct access to customer support, we ensure you’re never alone on your connectivity journey. Let us empower you to get the most out of your GTC experience—because your satisfaction is our priority!
Got Questions? We’ve Got Answers!
F.A.Q.s
At Glenwood Telephone Company, we understand that navigating the world of fiber optics and telecommunications can raise a few questions. That’s why we’ve compiled a comprehensive FAQ section just for you! Here, you’ll find clear, concise answers to the most common inquiries about our services, installation processes, troubleshooting tips, and more. Whether you’re curious about our high-speed fiber optic internet, voice services, or how to maximize your connectivity experience, we’re here to help you every step of the way. Dive in and discover the information you need to make the most of your GTC experience—because staying connected should always be easy!
Why is there no internet after a power outage?
- Restart the ONT and Router: A power outage can disrupt your devices. Restart both the ONT and your router.
- Check for ISP Outages: Contact your ISP to see if there are ongoing outages in your area.
- Check ONT Lights: If the lights on the ONT are not behaving normally (e.g., no PON light, red service light), contact your ISP to troubleshoot.
What should I do if my ONT has no power?
- Check the Power Supply: Ensure the ONT is properly plugged into an electrical outlet. Verify that the outlet is working by plugging in another device.
- Inspect the Power Adapter: Ensure the power adapter is connected securely to both the ONT and the outlet. If possible, test with a different power adapter to rule out any faults.
- Reset the ONT: If there’s no response, try unplugging the power adapter, waiting 30 seconds, and plugging it back in.
Why is the 'PON' or 'Optical' light off or red?
- Check Fiber Cable Connection: Ensure the fiber optic cable is securely connected to the ONT. The connection should be snug without any bends or damage to the cable.
- Inspect the Fiber Cable for Damage: If the cable is bent or broken, this may be the issue. Contact your provider for replacement.
- Contact Your ISP: If the PON light remains off or red, it may indicate a signal loss from your internet service provider (ISP). Contact them to check for any issues with your connection or to reset the optical link.
What do I do if the 'Internet' or 'Service' light is off or red?
Check the ONT Status Lights: The ‘Internet’ or ‘Service’ light should be solid green for a stable connection. If it’s off or red:
- Restart the ONT by unplugging the power for 30 seconds and plugging it back in.
- Ensure the fiber cable is securely connected.
- If the problem persists, contact your ISP for further assistance.
Why is my internet connection slow or unstable?
- Restart the ONT and Router: Power cycle your ONT and any connected router by unplugging both for 30 seconds and plugging them back in. This can resolve temporary issues.
- Check Device Load: If too many devices are connected to your network, this can slow down speeds. Try disconnecting some devices or upgrading your plan for more bandwidth.
- Inspect for Physical Damage: Ensure the fiber cable is intact and not kinked, bent, or broken.
- Contact Your ISP: If issues persist, your ISP may need to investigate further or reset your ONT’s optical signal.
What should I do if my Wi-Fi is not working?
- Check the Wi-Fi Indicator Light: If your ONT has built-in Wi-Fi, ensure the Wi-Fi light is on. If it’s off, check if Wi-Fi is enabled via the ONT’s management app or the web interface.
- Restart the Router/ONT: Restart your ONT or router to refresh the connection.
- Check for Firmware Updates: Your ISP or the Calix app may allow you to check for any firmware updates that could fix Wi-Fi issues.
- Check for Interference: Ensure your ONT or router is placed in an open area, away from walls or interference from other electronics (like microwaves).
How do I reset the Gigaspire Calix ONT?
- Soft Reset: Unplug the ONT for 30 seconds, then plug it back in. This clears minor issues without changing any settings.
- Hard Reset: Use a paperclip to press and hold the reset button (usually located on the back of the ONT) for 10–15 seconds. Be aware that this will return the ONT to its factory default settings, which may require reconfiguration by your ISP. DO NOT PERFORM A HARD RESET UNLESS SPECIFICIALLY INSTRUCTED BY A GTC SUPPORT SPECIALIST.
How do I optimize my ONT’s performance?
- Ensure Proper Placement: Keep your ONT in a well-ventilated area, away from direct sunlight or heat sources, and place it centrally for optimal signal distribution (if using built-in Wi-Fi).
- Regularly Restart the ONT: Power cycle the ONT once every few weeks to keep it running smoothly.
- Keep Firmware Updated: Use the Calix Smart Home app to check for firmware updates to ensure the ONT is running on the latest software.
What should I do if the ONT frequently disconnects?
- Restart the ONT and Router: Unplug the ONT and router, wait 30 seconds, and plug them back in.
- Inspect Fiber Connection: Check that the fiber cable is securely attached to the ONT and hasn’t been damaged.
- Contact GTC: Frequent disconnections may be due to signal issues or other service disruptions. GTC Support Specialists can diagnose and address any external factors.
Get In Touch
Any Questions? Let’s Talk!
Have questions or need assistance? Our team at Glenwood Telephone Company is here to help—fill out the contact form, and we’ll get back to you promptly to ensure you stay connected!
info@gtcfiber.com
(912) 523-5111