Help Center

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.

Router Tips

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.

  1. 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!

  2. 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.

  3. Simply unplug the router from the wall, wait 60 seconds, and then plug it back in. Seems too easy, doesn't it?

ONT Tips

Still having trouble? Try this...

  1. 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.

Smart RG Router | Adtran Gateway Router

Streaming + Devices + Smart TVs

Try these resources to help with streaming related issues.

Streaming Service Support

YoutubeTV | AT&T TV | Hulu

Streaming Device Support

Amazon FireTV | Roku | Chromecast | Apple TV

Smart TV Support

Android TV | LG TV | Sony TV | Samsung TV

When there's an outage…

Here is what you need to know.

Your internet service needs the fiber network and electricity to work. While Whip City Fiber has backup power for network equipment, in case of an outage, you will need a source of power at your home to use your internet and phone service INCLUDING 911 (if applicable). There are three devices which will all need power to keep things working during an outage: The ONT (generally in the basement) The router (often on the first floor) The Telo device and your phones (if applicable) You should plan for these devices to be on a circuit which is served by a generator or power them each with battery back ups (available online or at local big box stores).
Frequently Asked Questions
Meet the Whip City Tech Team

We're here to help!

The Whip City Tech Team at 833-WCF-HELP is your front line when you need support or service. Free phone support is available when your internet is not working properly.