Frequently Asked Questions

Yes – vacation plans are available for up to six months per calendar year, after one full month of service. Prices for vacation internet and voice plans range from $15-25/month for residential accounts. Give us a call at 1-888-485-2537 ext. 8981 during business hours for more information! Plan changes must remain in effect for a minuimum of 30 days.

Yes, we offer both internet and voice plans for businesses of all sizes. Call us at 1-888-485-2537 to find the right plan to match your business needs!

Choosing the right speed depends on the number of people in your home, what you plan to do online, and how many devices will be connected at one time. Generally, the more you do online or the more devices you have connected, the higher the speed you will need.

We recommend visiting broadbandnow.com/bandwidth-calculator, a third-party database, to take a short quiz to help you determine the best speed for your needs.

We do not offer television programming. However, having a fast, reliable fiber internet connection does open the door to cutting the cord and streaming television through a device of your choice!

There are many streaming devices and apps to choose from and not all streaming devices host all available apps. We’ve partnered with MyBundle to make finding the right streaming service for you simple! 

As Wi-Fi signals travel through walls, floors, and even furniture, the signal gets weaker, which is why some locations in your home may not have the strongest connection. When paired with our Wi-Fi Mesh, you can ensure you get the signal strength you need, throughout your entire home!

Truestream can connect with customer-owned gigabit routers. However, we cannot offer additional technical support or guarantee of the quality of the service from customer-owned equipment. There is no additional fee for this setup at the time of installation; there may be a charge to return to the home to install customer equipment.

Yes, static IP addresses are available when subscribed to one of our business plans. If you need a static IP address, give us a call at 1-888-485-2537, ext. 8981 for more details!

Confused about how to set up your streaming devices and services, online billing account, email, or other connected devices in your home? Don’t let your new smart home outsmart you! The friendly and knowledgeable experts of the Truestream Tech Squad are here to help! Call 1-888-485-2537 to schedule an appointment. Support fees will apply.

Mainline underground fiber lines are buried 24” – 72”, depending on the location. The fiber line to your home has a minimum depth cover of 12”.

In-home installation appointments generally take 1-3 hours, depending on your situation. An adult over the age of 18 must be present during the entire installation. Our fiber technicians are thorough and efficient with each installation – if they are running late because of their previous installation, they will let you know. If you are running late, we ask you to provide the same courtesy.

Your Truestream technician will help connect up to four existing Wi-Fi-enabled devices, like a laptop, tablet, or smartphone. If you need assistance connecting additional devices, new pieces of equipment, security systems, smart home systems, or streaming devices, Tech Squad fees will apply. If you have a security system, we recommend contacting the manufacturer to verify your system is VOIP compatible.

Online account set up is easy! You will need your electric, internet, or voice account number and a valid email address. Detailed instructions can be found here.

You can pay online or with our mobile app. You can access your online account through the My Account button at the top right corner of our page. From your mobile device, you can search GLE in the App Store or Google Play.

You may also pay by setting up autopay, making a payment through the automated phone system, mailing your payment, or dropping it off at any of our service centers.

No, your Truestream will be available through your online account. By setting up and accessing your online account, you can quickly view account balances, make a payment, manage automatic payments, manage your payment methods, and check your account history.

No, your router requires electricity to function. Fiber lines often bend, not break in a storm, leaving the internet connection intact. If you are concerned about accessing the internet during a power outage, you may want to consider purchasing a Battery Back-up to power your Gigcenter router. Please call 1-888-485-2537 for more details.

We bill one month ahead, and your first bill may be prorated. We bill near the 5th of the month and it will be due near the 1st of the following month. Depending on what time of the month your installation took place, your first bill could be for over two months of service.

Check out our quick video letting you know how to power cycle your router.

Each band represents a frequency over which data transmits. It is like an invisible bridge that brings the Wi-Fi to your device. The main differences between these bands are range and speed. 2.4GHz can reach farther distances in your home but transmits data at a slower speed. 5.0GHz, on the other hand, is significantly faster, however, the reach isn’t as far.

When using Wi-Fi, it is normal for the speeds to vary. Many factors play a role in determining your internet speed, including the age of the equipment you are using, the location of the device relative to your router, what software may be running on your device (such as a firewall, VPN and anti-virus), and even the time of day.

The tables below show the maximum possible upload and download speeds you can achieve with the various types of wireless and ethernet connected devices using our 1 Gig Ultra plan.

Mobile Devices (Smart Phones, Tablets, Smart TVs) over Wi-Fi

*Ideal conditions

Computers over Wi-Fi (Laptops and Desktops)

*Ideal conditions

Computers over built-in Ethernet

*Ideal conditions

Computers using a USB to Ethernet adapter

*Ideal conditions

In the same room as the router

If you have little to no Wi-Fi signal on a device while in the same room as your router, try testing on an additional device. If multiple devices experience poor signal, try unplugging your router for 30 seconds then plugging it back in. If that does not restore the signal, please call our tech support 24/7 at 1-888-485-2537.

In a room away from the router

If you are trying to connect to Wi-Fi at the opposite side of the house and notice slower speeds, you might want to consider investing in a Wi-Fi Mesh that can enhance the Wi-Fi signal throughout your home. Ideally, 3-4 bars on your device indicates a reliable signal. Truestream offers a Wi-Fi Mesh for $5/mo. – call 1-888-485-2537 for more details!

Optimize your Wi-Fi/Poor Wi-Fi Signal

Truestream routers offer both 2.4 GHz and 5GHz Wi-Fi bands. Connect as many devices as possible to 5 Ghz, which is faster and less prone to interference, like other electronic devices. However, keep in mind that 5 GHz can’t reach as far as 2.4 GHz.

 Please note: No Wi-Fi, regardless of the provider, can deliver 1 Gig (1,000 Mbps) due to the natural reduction in signal as it travels.

Update your devices

Make sure the software on all your devices are kept up to date. Also, keep in mind the age of the device – some devices can’t support such high speeds! 

Consider using an Ethernet Cable for Certain Activities

While Wi-Fi is a great, easy choice in most cases, some bandwidth-heavy activities, such as watching 4k Ultra HD video on a TV work more consistently with a hardwired connection.

Power Cycle Your Router

If none of the other tips help, try power cycling your router. View our quick video on how to properly perform a power cycle.

If you would like to change your Wi-Fi password, please call our technical support team at 1-888-485-2537. They will be able to walk you through, step by step to complete the process.

Carrier-grade Network Address Translation (CGNAT) is a network technology that uses a single public IP address for multiple users on a network. It is primarily used by Internet Service Providers (ISPs) to help manage network resources efficiently and is now the industry standard. When you connect to our network, your modem or router will receive a private IP address instead of a distinct public IP address. Our network will handle the translation, converting it into a shared public address that enables your seamless access to the Internet. 

In CGNAT, most internet services and applications will continue to work seamlessly. This means that for most Truestreamers, it will just be business as usual, and you will not notice any difference. However, there are certain scenarios where certain functionalities may be affected.

IF YOU EXPERIENCE AN ISSUE, PLEASE CONTACT TECH SUPPORT, 24/7, AT 1-888-485-2537.

Some examples include: 

• Port forwarding: CGNAT can make it challenging to set up port forwarding, which is necessary for:
• Hosting online games
• Hosting servers, such as website and email servers
• Remotely accessing a home network, such as a computer or NAS
• Remotely accessing smart home technology, such as smart security cameras
• Peer-to-peer (P2P) connections: CGNAT can impact the ability to establish direct peer-to-peer connections in applications such as file sharing or in some video platforms.
• Dynamic DNS: CGNAT can pose difficulties with Dynamic DNS (DDNS) services, which allow you to access your home network using a domain name rather than an IP address.

Truestream voice services include unlimited calling to all 50 US states, Canada, Puerto Rico, and the US Virgin Islands. We also offer three-way calling, caller ID, call forwarding, robocall blocking and voicemail. Visit https://voice.truestreamfiber.com/portal/ to manage your voice services. 

First time logging in? 

• Username = your phone number
• Password = your Truestream account number
• Pin = last four digits of your phone number

No, your router requires electricity to function. Fiber lines often bend, not break in a storm, leaving the internet and voice connection intact. If you are concerned about accessing the internet during a power outage, you may want to consider purchasing a Battery Back-up to power your Gigacenter router. Please call 1-888-485-2537 for more details.

To access voicemail:

1. From a phone connected to the Truestream network, dial *98. From a phone not connected to the Truestream network, dial your 10-digit phone number and press * when the greeting begins.
2. Enter your passcode and press #.

Starting from the Home screen of the GLE mobile app, select the More tab. Next, select the Connected Devices link.

Within this menu, you can:

• See all devices connected through the router.
• Reorder the device list by dragging and dropping.
• Click each device for detailed information including the ability to pause/un-pause access, set up timed parental controls (between 6PM – 6AM everyday), and hide the device from the network.

Yes! While your devices is connected to your Truestream network, open the mobile app.  From the Home screen, select the More tab. Next, select the Speed Test link.

Within this menu, you can:

• Run speed tests to verify download and upload speeds to the router
• Run speed tests from specific devices to the router

For instances where device speed is significantly low, directions are provided on subsequent screens that may help improve transfer speeds.

Some devices may conflict with each other over the same Wi-Fi band. If you have an alert appear within the Manage Devices tab of the GLE mobile app indicating this is an issue, select the Alerts link. Next, select the alert option and click the Fix It button. The router will attempt to assign appropriate bands to reduce conflict.