GFiber Customer Support
We offer 24/7 support
Check your network status
Enter your address to see the status of your service.
Looking for the GFiber Help Center? Find it here
FAQs
Troubleshooting & Network Status
Before unplugging anything, check if there’s an outage in your building. You have two ways to check:Option 1: Check by address (fastest)
- Go to the Webpass Support page.
- Under Check your network status, enter your building address. (You don't need to enter your unit number).
- Log in to your GFiber Webpass account.
- Click Support from the left-side menu to view your network status. You can open a support ticket here. For the fastest help, use live chat or give us a call.
If your building status is Online but you can't connect, try these steps:1. Restart your equipment:
- Unplug your router — and your GFiber Webpass modem, if you have one. Wait 60 seconds, then plug everything back in.
- Wait a few minutes for the router light to turn solid white (pulsing means it's still connecting).
- If you use your own router, look for a solid green or blue light.
- If it works: The issue is likely your router. Try a factory reset. If you’re using a GFiber device, contact us for a replacement. For personal routers, reach out to the manufacturer.
- If it doesn't work: The issue may be the signal coming into your unit. Contact customer support.
A few common things to check:
- Use a wired connection: Plugging directly into your router gives you faster, more stable speeds for gaming or 4K streaming.
- Check your Ethernet cable: An older Ethernet cable can limit your speed. Try using a newer one.
- Move your router: Metal appliances and thick walls block Wi-Fi signals. Place your router in an open, central location off the floor.
- Restart your device: Older devices or too many apps running can slow things down.
Many modern laptops don't have a built-in Ethernet port. You can use a USB-to-Ethernet adapter to connect — see some common types below:
If you’d rather connect wirelessly, all you need is a Wi-Fi router.
If you’d rather connect wirelessly, all you need is a Wi-Fi router.Usually, no. In most buildings, GFiber Webpass connects directly through your wall jack. If your unit requires a modem, we'll install one for you. All you need is:
- A Wi-Fi router (included with your service), or
- A device plugged directly into the wall jack
Yes. Your service includes a premium Wi-Fi router at no extra cost. You can also use your own router if you prefer. To get the most out of your speeds, we recommend a gigabit-capable router (Wi-Fi 5 or Wi-Fi 6) or a mesh system for larger homes.
