Learn about your Multi-Gig Router

Overview

If you’re a 2 Gig, 5 Gig, or 8 Gig GFiber customer, your internet service includes an optical connector and a Multi-Gig Router. 

The Multi-Gig Router works with the Fiber Jack to provide internet service for your home network. During your installation, the Multi-Gig Router and Fiber Jack are connected to a fiber wall plate (this is the spot where internet enters your home, which gets installed along with your 2 Gig devices) using fiber cable by one of our technicians.

Wi-Fi 6

Your router acts as a wireless router with multiple internal antennas; it has the latest Wi-Fi 6 (802.11ax) capabilities, which gets you up to 700 Mbps Wi-Fi speeds when using Wi-Fi 6-capable devices.

Dual-band Wi-Fi

Simultaneous dual band Wi-Fi, with 2.4GHz (4x4) and 5GHz (4x4), automatically selects the best signal for devices using band steering. In other words, it works to optimize your Wi-Fi. 

2 Gig Market Specific Information

Customers may be eligible for symmetrical speeds, depending on their address. You can check a customer's eligibility in Salesforce in the following places:

• Location Details Tab
  1. Navigate to the Location Details tab > Network Architecture.
  2. If a customer is eligible, you will see XGSPON.
• Devices Tab
  • If a customer is eligible, you will see the Address is connected to XGSPON  banner.
    

 

Finding the right spot in your home for your router

The technician who installs your internet service will work with you to determine the ideal location in your home for the Multi-Gig Router. It should be placed in a central location to optimize Wi-Fi signal strength to devices.

Its Wi-Fi signal is emitted from the top and sides of the router, so it’s important not to place anything on top of it, and make sure it’s out in the open, like on a shelf or table. 

Connecting your router

1. Connect the Multi-Gig router and optical connector to the Fiber Wall Plate. 
2. Connect the power adapter from the Multi-Gig Router to the adjacent wall outlet. 
3. Plug one end of the ethernet cable into your router's ethernet port and the other end into your device. 

   Ports 

   • The three yellow gigabit ethernet ports can be used to connect your devices directly to the router for download and upload speeds up to 1 Gig.
   • The silver multi-gig ethernet port is the fastest port. It can be used to connect your device using an ethernet cable (make sure it’s Cat5e or higher) to receive the maximum speed that is available for your plan. 
   • The ‘super speed’ USB 3.0 port can be used to charge your devices.
   • The Multi-Gig router is also compatible with Fiber Phone service using one of the gigabit ethernet ports.

   Market Specific 2 Gig Information

   • Customers may be eligible for symmetrical speeds, depending on their address.

     Check eligibility in Salesforce

     You can check a customer's eligibility in the following places:

     • Location Details Tab

     1. Navigate to the Location Details tab > Network Architecture. 
     2. If a customer is eligible, you will see XGSPON.
        

     • Devices Tab
       • If a customer is eligible, you will see the Address is connected to XGSPON  banner.
         
       • All customers will receive up to 800 Mbps over Wi-Fi with a Wi-Fi 6 compatible device.
       • Up to two Mesh Extenders are included with the 2 Gig plan. Customers may purchase up to 5 additional devices – for a maximum total of 6 Mesh Extenders – for $85 each by contacting the Customer Service team or visiting their local Fiber Space. Customers are required to return the Mesh Extender(s) owned by GFiber upon cancellation.
4. When the Multi-Gig Router is on and connected, its Power and Internet lights will be solid blue. 

Additional information regarding light statuses

Multi-Gig Router Light Statuses	Cause	Action
WPS: Blinking Blue > Solid Blue (3 Minutes) > Off (No Light)	Multi-Gig Router is booting up (Successful pairing to the Mesh Extender).	No action required by the customer.
WPS: Solid Blue (3 minutes)	Multi-Gig Router and Mesh Extender pairing is successful.	No action required by the customer.
WPS: Blinking Blue > Fast Blinking Blue > Off (No Light)	Unable to pair the Mesh Extender with the Multi-Gig Router.	Press the WPS button on the top panel of the Mesh Extender. The status LED will start blinking yellow. Press the WPS button on the Multi-Gig Router within 2 minutes of the previous step. The status LED on the Mesh Extender will turn solid green to indicate it has connected (paired) successfully.
Wi-Fi: Off (No Light) > Solid Blue   WPS: Blinking Blue > Solid Blue (3 Minutes) > Off (No Light)	Wi-Fi turned on by the customer.	No action required by the customer.
Wi-Fi: Off (No Light)	Wi-Fi turned off by the customer.	Connect Mesh Extender to the Wi-Fi. Pair Mesh Extender and Multi-Gig Router.

Network Settings

You can manage your network settings from the Network tab of the GFiber app (get the Android Version here and the iOS version here) or through your account.

Remote management

Your router also includes a remote management web utility to help with troubleshooting efforts. You can use this on your own, if you feel comfortable, or one of our customer service representatives can talk you through it.

Pairing with Mesh Extender (optional)

 WPS button for Mesh Extender pairing

On your router, you’ll find a WPS (Wi-Fi Protected Set-up) button; if you have a Mesh Extender, you’ll use this button to pair your router with it to extend your Wi-Fi signal to the furthest reaches of your home.

 

Refer to About your Mesh Extender (GFEX310) for additional information.

Troubleshooting

Power button 

This is the button you’ll use to turn your router on and off. In general, this should be left on. When the Multi-Gig Router is on and connected, its Power and Internet lights will be solid blue.

Power cycling  

To power cycle your Multi-Gig Router:

1. Press the power button to turn it off.
2. Unplug it and wait 10 seconds.
3. Plug it back in, and turn it back on.

Reset button 

Typically, you’ll only reset your router when a customer service representative suggests you do so. To reset, which will restore the router’s default settings, first make sure the router is on. Then: 

1. Use a pen or an unfolded paperclip to push the recessed Reset button on the router for at least 10 seconds and then release it.
2. The router will restart and apply the factory default settings.

Refer to Troubleshoot your GFiber Internet & WiFi service for additional troubleshooting information. 

Customers of 2 Gig plans may experience slower speeds due to equipment configuration issues. The issue may limit wired speeds to 1 gig.

Impacted customers will receive credits for reduced speeds from installation until resolution

• All impacted customers will receive an email detailing the issue and outlining next steps.
• Impacted customers are requested to call [phone] to schedule a resolution appointment. Alternatively, customers can schedule a technician visit during a call initiated by GFiber.
• GFiber technicians will visit customer homes at their convenience to update equipment and ensure delivery of the 2 Gig speed.