Internet Support

Repair service hours:
Monday – Thursday 8 am-10 pm
Friday – Saturday 8 am-4:30 pm
Sunday 2 pm-10 pm

You can call our repair service 24/7 at 423-447-6815
You can email our repair service at [email protected]

You can email us at [email protected]
You can call or text us at 423-447-2121

How do I REBOOT my modem?

Disconnect the modem’s power plug from the outlet, wait 3 minutes and connect the power plug back into the outlet. Allow the modem to completely connect before testing your devices (PC, tablet, mobile phone), for connection.

How do I change my wireless password?

If you have your own router, such as Netgear, Linksys, Cisco, Belkin, etc., you’ll need to call that router company for assistance.

If you rent our BTC wireless router, you’ll need to call our repair number to get it changed. The Repair Service is available 24/7 by calling: 423-447-6815.

How do I check my internet speed?

Click on this link and run a speed test: CHECK MY INTERNET SPEED

NOTE: Make sure you have only one device hardwire connected to port #4 in the back of the modem during the speed test and that no other devices are connected through hardwire or Wi-Fi.

My Wi-Fi isn’t working through my router. What can I do?

DSL Internet

Reboot the router by unplugging the power cord from the wall outlet. If that fails you can plug a computer directly in port four (See “Port #4” in photo) on our modem. If there’s no connection, restart the computer.

** NOTE: Never use the “Reset” to reboot or restart the modem!

Call support if there is still no connection. The Repair Service is available 24/7 by calling: 423-447-6815

Fiber Internet

Reboot the router by unplugging the power cord from the wall outlet. If that fails you can plug a computer directly in port four (See “Port #4” in photo) on our modem. If there is no connection, restart the computer.

** NOTE: Never use the “Reset” to reboot or restart the modem!

Call support if there is still no connection. The Repair Service is available 24/7 by calling: 423-447-6815

My fiber is not working, what can I check?

Check battery backup and make sure you have a green light. If you have a red light on the battery backup, check the GFCI wall outlet and press the “Reset” button on the wall outlet and you’ll hear a beep–the light on the battery backup should turn green.

To reset the battery backup, press and hold the “RED” reset/reboot button for 5 seconds. When you hear the unit beep twice release the button.

If you don’t hear the unit beep twice, call support.

The Repair Service is available 24/7 by calling: 423-447-6815

How can I get a new IP Address for my device?

Unplug the power plug from the outlet, then wait 60 mins and plug the modem power plug back into the outlet. This will give a new IP Address to your device.