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Help & Support

Need some help? We’ve all been there. That’s why we made our support simple. Go through basic troubleshooting below and give us a call if you require further assistance. It’s that easy!

GTel has been commended for excellence in customer service by the NYS Department of Public Service for 27 consecutive years. If you’re having trouble with your services, we apologize and would like to get you back up and running as quickly as possible! Please follow our basic troubleshooting guide below to get started. We’ve built this guide to help walk you through some of the most common issues we see. If you have any questions, please don’t hesitate to contact us.

If you require further support, our 24/7 help line is always available at (866) 380-8324

Troubleshooting Guide
What service do you need help with?

Internet Troubleshooting

Does the problem appear on one device or multiple devices?
If you are experiencing an issue that is isolated to a single device and other devices in your home are currently connected, we usually recommend troubleshooting that device further. You may want to consult support information for that device.

If you require further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.

Which router are you using?
Please reboot your router by unplugging it and plugging it back in again to see if that resolves the issue. The router may take up to three minutes to turn back on after plugging it back in. If you are using your own equipment that is not provided by GTel, you may want to consult the manufacturer's support documentation for additional troubleshooting options.
If you require further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
We're sorry you're having trouble with your GTel service. For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
What color is the service light on your router?
Do you know where your ONT is and want to try troubleshooting it on your own?
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. Some ONTs are installed outside of your home or near your other utilities (such as your power panel or meter), others may be installed inside in a basement or near your router.
Not a problem! For further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
To get started, locate your ONT or Battery Backup if you have one and check to make sure the ONT has power. If there is no power going to the ONT, please check the outlet and/or move it to a working outlet.

For further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.

What color is the service light on your router?
Please reboot your router by unplugging it and plugging it back in again to see if that resolves the issue. The router may take up to three minutes to turn back on after plugging it back in. If the issue is still not resolved, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Please verify all cables are securely connected to the back of you router and that the cable connected to the WAN port is not damaged. Reboot your router by unplugging it and plugging it back in again to see if that resolves the issue. The router may take up to three minutes to turn back on after plugging it back in. If the issue is still not resolved, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Does the router have any lights on?
We're sorry you're having trouble with your GTel service. For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Please check that your router is plugged into power and the power button is pressed in (for Gigacenter routers). If the issue is still not resolved, please call our 24/7 help line (866) 380-8324 so we can find you a solution.

Telephone Troubleshooting

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. Some ONTs are installed outside of your home or near your other utilities (such as your power panel or meter), others may be installed inside in a basement or near your router.
Do you know where your ONT is and want to try troubleshooting it on your own?
Not a problem! For further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
In the meantime, here are some suggestions you can try to resolve the issue:

  • 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.
Take a look at our Fiber Voice Troubleshooting Guide for next steps for troubleshooting your Fiber telephone service. If you still require further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.

TV Troubleshooting

What do you need help with?
Take a look at our Remote Programming Guides for next steps for troubleshooting your remote control. If you still require further support from us, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
We're sorry you're having trouble with your TV service. For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Do you see an error message on your TV?
After making sure your TV is on and on the right input, unplug your set top box from power and plug it back in again. Your set top box is a small box connected to your TV by GTel and may have the word "Amino" on it depending on the model. The set top box may take up to three minutes to turn on once it is plugged back in. For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Which of the following errors do you see on the TV?
We're sorry you're having trouble with your TV service. For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
If you see a "No Signal" error on your TV it usually means your TV is on the wrong input. In most cases, your set top box is plugged into an HDMI port on your TV. Cycle through the input or source selection for your TV and see if your TV service is restored.
You may also want to check that the set top box is connected to the TV and has power.
For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
An "Error Tuning" message indicates that your set top box is unable to connect to our systems. Please check that all cables are securely connected to the set top box. If you have other GTel services such as Internet or Telephone check if those are still working before calling for additional support.
For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Is the error only affecting one or a few channels or all?
Generally, the "Signal Unavailable" message affects certain channels when the signal from the broadcaster unexpectedly stops. Since you only see this message on one channel, it is likely an issue with the signal coming from that broadcaster causing the issue. It should resolve on it's own without having to do anything.
For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Generally, the "Signal Unavailable" message affects certain channels when the signal from the broadcaster unexpectedly stops. Since you see this message on a few channels, it is likely an issue with the signal coming from a particular broadcaster causing the issue. It should resolve on it's own without having to do anything.
For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.
Generally, the "Signal Unavailable" message affects certain channels when the signal from the broadcaster unexpectedly stops. Since you see this message on all channels, try to tune to Channel 1 or 600 and see if the issue persists. If the error does not show up on channels 1 and/or 600, it is usually an issue from the broadcaster that will resolve on it's own.
For further support, please call our 24/7 help line (866) 380-8324 so we can find you a solution.