GTel 700 Series Operating instructions
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Troubleshooting Voice on Fiber
In order to troubleshoot your telephone service, you must first know which Optical Network Terminal
(ONT) is providing your services. GTel uses different configurations based on the installation needs, layout
of your home, and the services to which you subscribe. If you have GTel Internet, our technicians would
have installed a router/modem in your home.
Determine the Type of ONT in Your Home
Locate the router and answer the following questions to get started.
1. Does your router look like the image shown here?
2. Can you locate a Power On/Off button on your router?
If you are unable to locate your ONT/router or would like some assistance in
completing these troubleshooting steps, please contact our Business Office during
regular office hours or our 24/7 Technical Support Team at 1-866-480-TECH (8324).
No –Continue to “Troubleshooting Voice on a 700-Series ONT”
Yes –Move on to Question 2.
No –Continue to “Troubleshooting Voice on an 844-G ONT”
YES –Continue to “Troubleshooting Voice on a 700-Series ONT”.
Not Sure –Contact our Business Office during regular hours or our 24/7 Technical Support
Team at 1-866-480-TECH (8324) for more support.
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Troubleshooting Voice on a 700-Series ONT
To troubleshoot your GTel Voice service, you need to find the ONT that provides your service; this is
usually located outside of your home (near the electric meter), but sometimes is in the basement. The
ONT housing is a grey plastic box about the size of a cereal box. Once you’ve located the ONT housing,
follow the steps below to determine if your GTel Voice service is active to your home.
1. Use a flat screwdriver to loosen the lower screw on the door to open the cover for customer
access.
2. Once inside, you will find the 700-Series ONT electronics like the one
pictured below.
3. Make sure the ‘POWER’ light is on.
a. If not, follow the power cable and check the outlet that provides
the electronics with power. If you have a battery backup unit, the
power cable will start at the ONT, connect to the battery unit and
then to the outlet. Check the connections to the unit and continue
to the outlet. Make sure the cord is plugged in and the GFI
(Ground Fault Indicator) on the outlet is not tripped (if applicable).
You might want to use another device, such as a lamp, to ensure
the outlet has active power.
b. If you have verified the ONT is securely connected to a working
power outlet and still have no power light on your ONT electronics, contact our Business
Office to schedule a repair visit.
4. Ensure the ‘TRANSPORT’ light is on. If not, contact our
Business Office to schedule a repair visit.
5. If the ‘OFF HOOK’ light is on, this usually points to a phone
in your home being off the hook. Check your phones one
by one. If you still don’t have dial tone, move on to step 6.
6. If both Power and Transport lights are on, unplug the small
phone jumper from the test jack next to “Line 1” and plug in
a working corded phone.
a. If you do not have dial tone on the phone, call GTel to
schedule repair.
b. If you do have dial tone on that phone, the ONT is
working correctly and a wiring fault may exist on one of your
inside wires or jacks. You may elect to fix the issue yourself or have a trained GTel Technician
dispatch to resolve the issue. A service fee may apply.
7. Remember to reconnect the test plug in the Line 1 port prior to closing the housing.
ONT Housing
700-Series ONT with phone ports
Indicator Lights
Troubleshooting
Directions
Voice Test
Jacks
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Troubleshooting Voice on an 844-G ONT
844G Routers can provide GTel Internet, Video and Voice services and must always remain powered on .
Therefore, they do not have a Power On/Off switch; helping to avoid them from accidentally being turned
off and affecting the other services. Follow the steps below to determine if your GTel Voice service is
active to your home.
1. DO NOT PRESS THE RESET BUTTON
2. Verify the lights on the front of the router/ONT as follows:
a. Power Light:
•Green –The ONT is connected and power is stable.
•Red –Contact our Business Office to schedule a repair visit
•No Light –Verify that the router is plugged in to a working
outlet.
b. Broadband Light
•Green –The ONT is connected to the GTel Network
•Red - Contact our Business Office to schedule a repair visit.
•No Light –Contact our Business Office to schedule a repair
visit.
c. Phone 1 Light
•Red - Contact our Business Office to schedule a repair visit.
•No Light –Contact our Business Office to schedule a repair
visit.
•Steady Green or Blinking Green –Continue to Step 3
3. Unplug the line cord from the “Phone 1” port and take a known working corded phone and plug it in
to the “Phone 1” port.
a. If you do not have dial tone on the phone, contact our Business Office
to schedule a repair visit.
b. If you do have dial tone on that phone, the ONT is working correctly
and a wiring fault may exist on one of your inside wires or jacks. You
may elect to fix the issue yourself or have a trained GTel Technician
dispatch to resolve the issue. A service fee may apply.
4. Reconnect the original phone line cord when done testing.
844-G Router/ONT
Power
Broadband
Phone 1
Phone 1
Power
This manual suits for next models
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