Everybody wants to take full advantage of OtisFiber's 1 gigabit (1,000 Mbps) service. Here are some tips so you can get the best performance from your devices.
Troubleshooting your wireless network connection.
No one likes to have their internet access down. Here are a few tips you can try which will usually get you back up and running.
Make sure your router is plugged in – also check your power strips, GFCI outlets, and light switches to make sure the power is on. We know it sounds crazy, but many times the fix is as simple as this!
Check to see that the ethernet cable is securely connected from the wall jack to the WAN port on the back of the modem. Sometimes tech support is about the little things.
Simply unplug the router from the wall, wait 60 seconds, and then plug it back in. Seems too easy, doesn't it?
Still having trouble? Try this...
Unplug the ONT (generally in the basement) from the power outlet, wait 60 seconds, and then plug it back in. Or give the Tech Team a call at 413-485-1204 so they can help you out.
Download this document and keep it handy.
Remember that your router is on 24 hours a day, 7 days a week. Sometimes, especially if there have been power issues, it may need a reset.
Try these resources to help with streaming related issues.
Streaming Service Support
Streaming Device Support
Amazon FireTV | Roku | Chromecast | Apple TV
Smart TV Support
Android TV | LG TV | Sony TV | Samsung TV
Our goal is excellent and reliable service but sometimes Mother Nature has other ideas. Any time your service is not working, for quickest response, we ask that you contact the Whip City Tech Team at 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day. Outages and other technical issues will be addressed most quickly when sent to the Tech Team and not Customer Service which does not have 24 hour coverage.
If there is a simultaneous power outage in your area, our technicians have to wait until that is resolved before we can address any internet outage. Rest assured that our teams are keeping tabs on the activity in the area and will respond as soon as it is safe. If it is only an internet issue, then our teams will address this in the office and in the field. We will do our best to provide updates to customers as we learn more information. When service has been restored, we know that some customer’s service won’t come back up on it’s own. If you believe that an outage has been resolved but you are still having problems, we ask that you contact the Whip City Tech Team at 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
Sometimes, once the main service issue is resolved, customer equipment may not reset itself properly. In this case, you can try to power cycle your equipment. If you have phone service, start by unplugging the power cord of the Telo from the wall. Do not disconnect the ethernet cables. Then you should unplug the power from the ONT (the white box with Nokia on the front, generally installed in the basement), wait 30 seconds and plug it back in. Move on to the router (the black box with SmartRG on it, generally on the first floor) and do the same. Once the router has come back up, wait two minutes and plug the Telo back into the power outlet. If your service continues to have issues, we invite you to contact the Whip City Tech Team at 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
First, we always want you to assume that a downed “wire” is dangerous. What you think is a fiber drop could be a hazardous electrical line so please stay away. For quickest response, please report your downed drop to the Whip City Tech Team at 833-WCF-HELP (833-923-4357). Our phones are staffed 24 hours a day so we work on correcting your issue right away. You can also reach us by email at techsupport@whipcityfiber.com which is monitored until 8 PM each day.
Your phone from Whip City Fiber runs over the internet. If internet access is interrupted, your Voice-Over-IP-Phone (Ooma) will not work. If only the power is out and you can provide generator power or an uninterrupted power source (UPS) to the ONT, router, and Telo device then your phone will continue to work. We know that there is limited cell service in many hilltowns so we encourage you to plan for this limitation of your VOIP phone service.
Ideally, when there is an interruption of service it is brief. We are not able to offer a credit or refund for when your service is out because your network belongs to you and the taxpayers in your town. Offering a credit to customers would impair the town’s ability to fund the debt on the project.
