Internet Support

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

How To:

Data Privacy

Plume

How to reset a Wall Wart and Router

Resetting a 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.

 

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.

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.

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

 

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

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.

Why would I need to reset the Wall Wart? We recommend resetting this equipment if you are experiencing trouble with your service.

  1. Press and Hold the reset button for 3 seconds
  2. Wait 2 or 3 minutes for it to come back up
  3. After that, we recommend resetting the router, which would either be a Plume or Gigaspire model.

 

Please see the dropdowns below to learn how to reset that equipment.

  1. Locate the back of the Gigaspire.
  2. Unplug the power cord.
  3. Wait 30 seconds and plug the power cord back in.
  4. The router will take 2 to 3 minutes to reboot.
  1. Locate the Plume, which is plugged into a wall outlet.
  2. Unplug it for 30 seconds, then plug it back in– make sure the cord in the bottom has a secure connection.
  3. Once the connection is secure, the light on the device will go out. So if you don’t see a green or a blue light on the Plume, that is a good thing!