Frequently Asked Questions What are your hours of operation for the billing department? The billing department is open Monday – Friday, 8 a.m. – 5:00 p.m. We can be reached by telephone at (361) 777-1400 or by email at accounting@gtekcommunications.com Can I pay my bill online? Yes, your bill can be paid online. Even if your account is suspended, you can still access the GTEK webpage so you can pay online and get re-activated without having to call the office. If you do not have your username and password, then please contact us at (361) 777-1400, so we can set one up for you. You may also pay your bill by mail, over the phone or come into our office. How do I receive my bill? Your bill can be sent either by email or by mail. Email is preferred because it gets there faster, but a paper bill can be sent out (additional costs may be applied). Do you provide technical support for your internet services? Yes. GTEK Communications provides 24/7 customer service and support via phone. You can call (361) 777-1400, email us at support@gtekcommunications.com , fill out the contact form on the GTEK website, or you can even chat with a GTEK tech on the GTEK website. What are your installation fees? Installation fees vary depending upon the services requested. Please contact us to assure the accuracy of the information you receive. Why do I need a router to access the internet through my laptop? I thought I had wireless internet. A router is necessary to connect any wireless laptops or PCs. Our service is wireless from our tower to the radio that we install on your home. The router allows you to connect as many computers to our service as you would like. What router should I get? Where can I get a router? You have many routers you can choose from. However, you are not obligated to purchase the router from GTEK. You can purchase a router at most electronic stores, or dept stores with an electronic section. If you are unsure as to which router to purchase, our tech support team is available 24/7. To make things simple regarding routers, GTEK offers a few options. You can purchase a router from GTEK for $85.00 plus tax. If the router is faulty in any way, contact us within 14 days and GTEK will replace it. After 14 days of purchase, customer owns router and GTEK cannot replace it. You can also take part in our “Managed Router” program. For a one time setup fee and a small monthly fee (monthly fee varies based on selected contract plan), GTEK will provide a preconfigured high-quality router that will be ready to go. If you call our tech support team with any issues, our techs will be able to remotely log into the router in order to resolve your problem. If a managed router ever needs to be replaced, GTEK will replace the router up to twice per year. Is there an early termination fee for leaving the contract early? Yes, the early termination fee is $300. What if I am moving and want to transfer my service? A one-time relocation fee is assessed to your account if you are moving to a location that GTEK can service. Are all GTEK Communications upload and download speeds guaranteed? Speeds depend on the level of service to which you subscribe and may be affected by many factors, including your equipment, traffic and the specific site that you are visiting. Actual speeds may vary and are not guaranteed. Is GTEK Communications on Social Media? Yes, GTEK Communications is primarily active on Facebook and Twitter. Does GTEK provide a home phone service? GTEK does provide Voice Over Internet Phone service. How does VoIP service work? GTEK uses the internet to provide you superior phone service, but it does not affect how you use your phone or internet. How is the voice quality? The quality is typically at least as good as or better than a land line. Does the VoIP service come with a phone? The only equipment included will be the VoIP adapter. You are free to choose whichever phone you prefer. Does the VoIP service work outside the United states? You would need to purchase a prepaid calling card to make the service work outside the United States. How do I transfer (port) my existing phone number? When you sign up for GTEK Phone service, you may elect to “port” (transfer) your existing phone number over to our service. That decision can be made at the time of installation or can be done at a later date. You will need to complete a Line Number Port authorization (LNP) allowing us to contact your current carrier and port your number to our service. The LNP should have the same address and account number as your present carrier has on record. This can be obtained from a recent bill from your current carrier. What are all of GTEK's call features and how do I use them? GTEK Voicemail Don’t miss out on an important message. If you are not able to answer a call our Voicemail service will take a message for you. Here is how you check your Voicemail messages from your GTEK Phone service: To enter the voicemail system, pick up the phone and dial * 55. A voice will come on asking you for your password. Enter the last 4 digits of your phone number and you will be permitted to the Voicemail Main Menu. Follow the number prompts for whatever function you need to use. 0 will always be Mailbox Options, * will always be Help, and # will always be Exit. Caller ID If your telephone has a display, the name and number of the person calling will appear. [ To block Caller ID on all calls, dial * 67] [ To unblock Caller ID on all calls, dial * 68] [ To block Caller ID on a per call basis, dial * 81] Call Forwarding Forward all your calls to another telephone number and never miss a call. Here are a few steps to set Call Forwarding: To activate Call Forwarding: Dial * 72, wait for the prompt, and then enter the number to forward calls to (area code included). To deactivate Call Forwarding: Dial * 73. Call Waiting If you’re already on the phone, our service will let you know when someone is calling. Call Waiting will be automatically active on your phone. [ To deactivate Call Waiting, dial * 57] [ To reactivate Call Waiting, dial * 56] *69- Press *69 and get the last person who called you back on the line. Emergency Calling Service Call for help when you need it with GTEK’s enhanced 911 emergency calling services. When you sign up with us, your service address (home address) is entered into the system. When 911 is dialed, there will be no confusion as to where the call is coming from and where help needs to be sent. [This feature is automatically activated when you sign up] Free In-Network Calling Any call to another GTEK customer is absolutely FREE! Redial If your phone has a redial button, you can quickly dial the last number you called. Speed Dial Store numbers you dial often on your phone and save time. Dial * 74 Choose a Memory Button (any number 2-9) Enter the telephone number (including area code), then press # You can then speed dial by pressing the appropriate Memory Button, then # 3-Way Calling- During a call, flash the receiver over to another dial tone, dial the number of the other person you wish to reach. Wait until you hear ringing, and then flash over again and you will have a 3-way conference call. Directory Assistance Need a number? Call directory assistance at 411 Does 911 service work? Yes, it is important to not move your ATA to another address because 911 responders will not have accurate location / address information. If moved, it’s important that you update the current address with us for your 911 records. Does VoIP have voicemail? Yes, you will have voicemail and you can check if by dialing *55 on your phone. Does VoIP have caller ID? If your telephone has a display, the name and number of the person calling will appear Does VoIP have call forwarding? Yes, VoIP can forward calls to another number so you never miss a call. Does VoIP have Call waiting? Yes, if you are on the phone then our service will let you know when someone is calling. Am I getting the speeds I'm paying for and how can I tell I'm getting the speeds I'm paying for? We offer “up-to” speeds. If you are paying for the 6 Mbps package, you will get as close to 6 Mbps as possible. If you have Non-Line-of-Sight equipment because you have trees and obstructions between you and the tower, your speeds will be lower. If you have clear line-of-sight to the tower, you should get the maximum speed. When running a speed test, your results will be measured in Mbps. When downloading files, you will see your speed measured in bytes (MB/s), not bits (Mbps). You can run a speed test at www.speedtest.net Your household shares the bandwidth, so do a speed test when all other computers and devices are turned off. What if my Internet seems slow? Computers that are infected with viruses, spyware, malware, or have not been taken in for a routine check-up are the leading cause of your Internet being slow. At a very minimum for computers that are connected to the Internet, GTEK recommends virus protection to be running and be up-to-date. If you do not currently have an anti-virus program running, we recommend downloading a quality anti-virus like www.bitdefender.com. Another quick (and free) way to boost your speed is to use a different browser, such as Firefox or Google Chrome. I'm getting my speeds but I want more. What can I do? You can change your package at any time, simply call or email Customer Support. Changing your package does not extend your contract term, but may adjust your billing date. Why do I need a router to access the Internet on my laptop? I thought I had wireless Internet? A router is necessary to connect any wireless laptops or PCs. Our service is wireless from our tower to the radio that we install on your home. The router allows you to connect as many computers to our service as you would like. I'm getting a new roof put on my house. What do I need to do? Call Support to schedule a paid service visit to remount your outside equipment. Do you have a referral program? We love it when you love the service enough to tell your friends and neighbors. We give you $25.00 off your next bill for each person you sign up. There is no limit to how many referral credits you can get! What are the email settings for my GTEK email if I'm using Outlook, Thunderbird, etc... ? https://www.rackspace.com/knowledge_center/article/rackspace-email-and-hosted-exchange-settings Does weather affect GTEK Internet? Unlike satellite, which can lose signal during heavy rain, weather does not typically affect the wireless signal. There are some exceptions to this, such as, severe storms. Lightening can sometimes damage tower equipment. GTEK monitors the network 24/7, so we know when there is an outage and can work quickly to restore service at all hours. How does GTEK Internet Work? We mount a radio on the outside of your home and point it to a nearby GTEK tower. The tower and the radio securely send and receive your Internet content. Wireless radio (CPE) installed on the outside of the home. From the outside radio, we run a cable into your home and install a wireless router. This allows you to connect your wired and wireless devices to the Internet, so everyone in your home can get online. We also secure (encrypt) the wireless router so others can’t “steal” your Internet. Is GTEK Internet as reliable as DSL, Cable, and Fiber? Yes – Many people are under the impression that wireless is not reliable and have heard horror stories about wireless Internet constantly going out. The difference is in the installation standards. If your signal quality is marginal, we will not install service, avoiding headaches for you, and for our technicians. The GTEK network has an uptime of 99.99%, and is monitored 24/7. How does wireless compare to Satellite, DSL, and Cable? Satellite – most satellites are floating in orbit between 100 and 24,000 miles away. That’s how far your data is traveling – so latency (the delay between the signal being sent and reaching its destination) is going to be much higher than just about any other option. By comparison, your nearest GTEK tower will be less than 10 miles from your house. GTEK latency times (i.e. 30ms) are a fraction of that of satellite (i.e. 400ms). Customers who switch from Satellite to GTEK are often amazed by the improvement in Internet speed and reliability. Unlike Satellite, weather has very little affect on Wireless service. DSL – Only available in towns, or within a certain distance to the DSL Central Office, Usually requires a phone line, so bundling with phone is usually required. Most DSL speeds are between 1 and 3 Mbps. Beware – the older the phone lines in your town or neighborhood, the slower and less reliable your DSL Internet connection can be. If you are looking to cancel your landline telephone and get Internet only, or you want more speed than DSL can provide, GTEK could be your solution. Cable – It can be very fast. Most cable providers sadly rank very low when it comes to customer service. GTEK’s speeds are comparable to cable, and customers enjoy local, friendly, and knowledgeable support. What do I do if I get a new Wireless Router? You will need to contact us so that we can register the new device with your account. Does GTEK charge for service visits? No. As long as the issue lies with Gtek’s equipment – the outside radio, the cabling, and the GTEK router. We service this equipment free of charge. A customer will be charged if they cut the cable or if equipment was ruined on their end. If you want your house rewired, the radio moved (i.e. getting a new roof), or your computer ends up being the problem, then there would be a charge for the visit. Support Technicians can typically troubleshoot to determine if it is your equipment or Gtek’s and you would be notified if a paid service visit is required. Can I move service while I'am still under contract? Yes. If you move to a residence where GTEK is available, you can continue your contract. GTEK can test your new location for free to determine serviceability. GTEK charges an $100 move fee to re-install equipment at your new location. If you are moving, and we cannot service the new location, the EFT will apply. Do I need a phone line? No, GTEK Internet does not need a phone line. How do I connect multiple computers to the connection? GTEK will install a single Ethernet jack inside your home. If you have more than one computer, you will need to purchase a wireless router. A router acts as a splitter, allowing up to four computers to be plugged in directly, and it also wirelessly sends your Internet signal throughout your home to any WiFi capable device. Can I watch TV and movies with your service? Yes, our network has speeds that support streaming video on sites like Netflix, Hulu, and YouTube. 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