Troubleshoot gFiber Internet and Wi-Fi Connections

To resolve gFiber internet or Wi-Fi connectivity issues, first check the gFiber App or your gFiber account for local service outages or account payment alerts. If service is active, restart your equipment by unplugging the power cables from your Fiber Jack and router for 10 seconds, then plugging them back in and waiting 3 to 5 minutes for the lights to stabilize.

Check service outages and account status

1. On your mobile device or computer, open the gFiber App or sign in to your gFiber account.
2. On the Home dashboard, check for an active service outage notification banner.
3. If an outage is detected in your area, technical teams are already working to restore service and no local hardware troubleshooting is needed.
   
4. If no outage is listed, check the Account tab for payment alerts or service pause notifications.
   
5. In the Payment Methods section, update your payment details and settle any balance to restore paused service.

Paying your balance online through the gFiber App or web portal automatically restores paused service as soon as the transaction processes.

Troubleshoot gFiber router and Wi-Fi

Your gFiber router connects your local devices to the fiber network.

Interpret router status lights

Restart your router using the gFiber App

1. Open the gFiber App on your mobile device.
2. Tap Network, then tap Router details.
3. Tap Restart router and confirm your choice.
4. Wait up to 5 minutes for the router status lights to stabilize.

The router LED should turn solid blue or solid green, confirming your Wi-Fi network is restored.

Power cycle your router manually

1. Disconnect the power cable from the back panel of your router.
2. Wait 10 seconds to allow the device memory cache to clear.
3. Reconnect the power cable securely to the power port.
4. Wait 3 to 5 minutes for the startup sequence to complete.

The status light should turn solid blue or green, signaling active internet routing.

Troubleshoot gFiber Fiber Jack

1. Locate your Fiber Jack mounted on the interior wall near your primary outlet or router setup.
2. Check the Power and Network LED status lights on the device.
3. Disconnect the power cord (micro-USB cable, power adapter, or Ethernet Power-over-Ethernet line) from the Fiber Jack.
4. Wait 10 seconds, then reconnect the power cord securely.
5. Wait 2 to 3 minutes for the device to re-register with the gFiber optical network.

The Fiber Jack status light should turn solid blue or solid green, indicating an active optical signal connection.

Troubleshoot gFiber mesh extenders

1. Check the LED light on the front panel of your mesh extender.
2. If the light is yellow or blinking red, move the extender closer to your main gFiber router to reduce physical obstruction and signal attenuation.
3. Place the extender in an elevated, open area away from large metal objects, thick concrete walls, and household electronics like microwave ovens or cordless phones.
4. Disconnect the mesh extender from the power outlet, wait 10 seconds, and plug it back in.
5. Allow 2 minutes for the extender to re-establish a secure mesh link with your primary router.

The extender LED should turn solid white, blue, or green, indicating a healthy mesh network connection.

Fix slow Wi-Fi or frequent disconnects

1. In your mobile device or computer settings, toggle Wi-Fi off, wait 5 seconds, and toggle it back on to reconnect to the strongest available frequency band.
2. Open the gFiber App, select Network, and tap Run Speed Test to test incoming speed directly to your router.
3. Verify whether speed issues affect all devices or only a single device. If only one device is slow, restart that device and update its OS and network drivers.
4. Place your router in a central, open location away from cabinets, TV centers, and dense walls.

Troubleshoot wired Ethernet connections

1. Check that the Ethernet cable is securely clicked into a LAN port on your gFiber router and the Ethernet port on your computer or device.
2. Inspect the Ethernet cable for visible kinks, frays, or bent connector pins.
3. Test a different Cat 6 or Cat 6a Ethernet cable to rule out cable failure.
4. Plug the Ethernet cable into a different available LAN port on the back of your gFiber router.

The Ethernet port activity LEDs on your router should begin blinking green or yellow, and your device registers an active local network IP address.

Recover or change Wi-Fi network name and password

1. Open the gFiber App or sign in to your gFiber account.
2. Go to the Network section and select Wi-Fi Settings.
3. View your current Wi-Fi network name and password on the screen.
4. To update your credentials, enter a new Network Name and Password, then tap Save.
5. Reconnect your Wi-Fi devices using the updated network name and password.

Pressing and holding the recessed pinhole Reset button on your router for more than 10 seconds performs a factory reset, which erases custom Wi-Fi network names and passwords and restores factory default settings.

Contact gFiber support and schedule a technician

1. Call or chat gFiber customer support (available 24/7).
2. If remote diagnostics indicate a physical line or hardware failure, the support representative will help you schedule an in-home technician appointment at a convenient time.