GEt Support

Support Topics

In some instances, professional installation is required for High-Speed Internet Service.  You will be advised regarding the need for professional installation and select preferences for a technician date and time during the ordering process.   Expect the following where a professional installation is required:

  1. The technician is responsible for installing your Internet service, solely.  The technician will not handle the installation of any additional equipment or services.

  2. The technician will enable a single telephone jack for the Internet connection.  If you would like additional wiring performed in other areas throughout the home, please contact Customer Care to arrange for an additional site visit for the additional work. Additional charges will apply.

  3. In some areas, a technician will call prior to their arrival; however, you will be notified if this is applicable to you when you place your online order.  Otherwise, you will not receive a phone call prior to the technician's arrival.  Your installation date email will confirm the time and date of your appointment.  Please expect the technician to arrive within the committed time frame.

  4. The technician will ensure your Internet is operational prior to their exit.  If there are any issues with the Internet after the the technician has left the home, please contact Technical Support.

Make sure to test your wired speeds before troubleshooting your wireless connections.  Internet speeds will vary based on the connection type.  

  • While directly connected to your Internet modem (with an Ethernet cable), use your computer to go to the website:  speedtest.net
  • Select a "local server," or one should be set as a default based on your location.
  • Select "Go."
  • Your results will appear.  You should expect to see that your wired speed is close, if not exact, to the speed of the service for which your ordered.  
  • Once you have confirmed your wired speed is good, you can test your wireless speed as well.  Wireless speed tests may result in lower speed results. This depends on the router and/or modem being used.

If your wireless speed results are not as you expected, improve your wireless speed by following the steps below.

You can improve your wireless (Wi-Fi) connection by reducing interference, choosing optimal settings, location and knowing more about your environment.  Interference from other Wi-Fi networks is very common. Wi-Fi is an unlicensed band, which means other wireless networks are allowed to interfere with yours.

  1. Locate the best Wi-Fi channel.
  2. Take a look at other electronics within your home.  Other electronics can product electromagnetic interference that can slow down your Wi-Fi.  (Microwaves, cordless phones (2.4 GHz), cell phones, bluetooth devices, baby monitors, wireless speakers, etc.)
  3. Distance between the router and your device can slow down your Wi-Fi connection.  Make sure your modem is in a place that has access to circulating air and is away from anything that produces heat.  
  4. Find a place for your modem or router that's higher up, which will improve your coverage.
  5. Consider a Wi-Fi extender, or move your equipment closer together. 

 After checking the factors above, re-test your connection. If your results aren't what you're expecting, chat with technical support.

Although the light pattern may vary by modem, they are defined as follows for our most popular DSL modem (SmartRG):

  • LAN (blinking green if connected to computer)
  • Power (solid green)
  • DSL (solid green)
  • Internet (solid or blinking green)

A speed test will calculate your speed for both download and upload.  For an accurate speed test, directly connect your computer to your modem using an Ethernet cable (not via Wi-Fi).

  • Go to http://www.speedtest.net/.  Do not download or upload any files during the test. Disconnect VPN connections if there are any.
  • Your download and upload speed, including additional network information, will be shown.

If your Internet is not working, but the light status is normal, this can be because of the Internet connection routing, the Wi-Fi connection, or the device used to access the internet. 

Try the following steps:

  1. Restart the modem by unplugging it from the power source, waiting a few minutes then plugging it back in.
  2. Connect your computer directly to your Flash Internet modem.
  3. With the established wired connection to your computer, try to access the Internet
    • If the internet is working, the issue is related to the router.
    • If you are still unable to access the Internet, try connecting with another device, if possible.
  4. Access the command prompt window on your computer and enter the following commands (in the order shown below).   (If you are prompted to restart your computer during any of the commands, please do so.)
    • Type netsh winsock reset and press enter
    • Type netsh int ip reset and press enter
    • Type ipconfig / release and press enter
    • Type ipconfig / renew and press enter
    • Type ipconfig / flushdns and press enter
  5. If you still do not have Internet access, please contact Technical Support.

Although the light pattern may vary by modem, they are defined as follows for our most utlilized cable modem:

  • Power – Solid Green when device is powered on with no errors.
  • US (upstream) - Blinks when searching to sync with ISP. US will turn solid Green when the modem is in sync with the ISP.
  • DS (downstream) – Blinks when searching to sync with ISP. DS will turn solid Green when the modem is in sync with the ISP.
  • Online – Solid Green indicates the modem has internet connectivity.
  • Link – Blinking Green when a device connected via the Ethernet port is powered on.

During boot up, Power is solid for 35 secs; the DS will then blink for a minute; lastly, the US will blink for 15 secs before the modem goes into sync with the ISP. When the modem synchronizes, the US/DS and Online lights will remain solid. The Link light will blink indicating activity.

  1. Check to make sure that all cables are plugged in correctly.
  2. If so, simply unplug your computer (and/or router, where applicable) and your Internet modem.
  3. Wait one minute, then first, reconnect the power to your modem and turn on your computer. When modem “Internet” light (which varies by the model of the modem) is lit, try to connect to the Internet.

In most cases, a simple power cycle will restore your connection to the Internet.

3-Way Audio Calling allows you to have a conversation with two different callers at one time. 

  1. While on a call with the first party, press the flash button on your phone to put your first party on hold. 
  2. You will then receive a dial tone at which time you may dial the second party. 
  3. After the second party answers, depress the flash button on your phone again and all three parties will be joined on the call.

Dial the people you call most with just a push of a button! To program a phone number as part of a speed dial list, enter the star code for Speed Dial 8 (*74), followed by the one-digit number (choose from 2-9) you want to assign as one of your eight speed dial choices, followed by the telephone number you want to associate with that speed dial, followed by the # key on your phone.

For example, to assign speed dial code 2 with the number 704-555-1212, dial *74 27045551212 and then press the # key. A message announces the success of the operation. When you want to call the person, simply dial the single digit instead of the entire phone number.

If your phone does not have a redial button, press *66 to call the last number you dialed. To dial back the last person who called you, simply pick up your phone and dial *69. Your Flash Home Phone Service will dial back the number of your last incoming call.

Call Blasting allows you to set your incoming calls to ring multiple numbers simultaneously, so you can be reached by your caller as fast as possible - without going through a series of different numbers in a sequence. If no phones are answered while Call Blasting is activated, the call will be sent to your voice mail. 

Call Blasting options are available within My Account.  

Basic Call Forwarding allows you to forward inbound calls to only one telephone number when your phone is busy, when there is no answer, or all the time. Advanced Call Forwarding allows you to forward calls to multiple phone numbers. Call forwarding to multiple telephone numbers can happen in two different ways: Priority-Based or Call Blast calling.

Three Types of Call Forwarding:

  • Call Forwarding Always (*72 to activate, *73 to deactivate)
  • Call Forwarding Busy (*90 to activate, *91 to deactivate)
  • Call Forwarding No Answer (*92 to activate, *93 to deactivate)

To activate Call Forwarding

  1. Press the appropriate star (*) code.
  2. Enter the number to which your calls should be forwarded, either within your local calling area or to a long distance number, then press # key.

Note: Any applicable long distance charges on calls forwarded to a long distance number are billed to the Call Forwarding subscriber, not the caller.  When you hang up, calls will be automatically forwarded until you deactivate the service.

To deactivate Call Forwarding

  1. Press the appropriate star (*) code and listen for the automated message indicating the Call Forwarding was deactivated.
  2. Hang up.
Note: International Call Forwarding is not supported.

Advanced Call Forwarding options are available within My Account.

Caller ID allows you to see the phone number of the person calling you. For phones that have a built-in Caller ID screen, when a call comes in, you'll hear the phone ring and see the screen display the caller ID information of the caller (if not blocked by the caller). 

May not be available in all areas.

When you are on the phone, you will hear a series of beeps indicating an incoming call. To accept the incoming call, and put the original call party on hold, press your phone's Flash button briefly (1-2 seconds) or briefly hold down the "hang up" button on your phone. Switch back to the original party by briefly pressing your phone Flash button or "hang up" button again.

Save time with Voice Connect - when you dial your own phone number from your phone number, your voicemail system recognizes you and takes you directly to the voicemail prompts, bypassing the greeting.

With Voice Connect, you can set another number to use to access your voicemail messages directly and bypass the greeting.

  1. Login to My Account 
  2. Select My Services (left menu).
  3. Select My Features.
  4. Under the Voice Connect section of the page, enter the phone number or numbers you would like to authorize to access your voice mailbox directly.
  5. Click the Save All (bottom right of the page) to save your changes.  Your voice mailbox can now be accessed directly from the number or numbers you have listed on the page.

With Flash Voice Mail, you may access your voice mail from home, away from home, or online!  

From Home:  Simply call your Flash Home Phone telephone number and enter your 4-digit passcode (initially set to 1234).  Follow the prompts to listen to messages, save or delete messages or change your preferences.  

Away from Home:  Call your Flash Home Phone telephone number.  Wait until you hear your voice mail greeting and immediately press * to interrupt.  Follow the prompts to listen to your messages.  

From My Account:  You may log into your online account management portal (My Account) to listen to your voice mails from your computer or mobile phone.

  1. Once you have successfully entered your username and password, select My Voicemails (left menu).
  2. Select Voice Mail from the Message Type drop-down menu (top right).
  3. Your voice mails will appear.  Simply select the specific voice mail to listen. 

Resetting your Voice Mail Passcode:

  1. Log in to My Account.
  2. Select My Services (left menu).
  3. Select My Features.
  4. Check the Reset Your Voice Mail Password section of the page, and check the Reset Voice Mail Password box.
  5. Click the 'Save All' button (bottom right) to make the change.
  6. Your voice mail passcode is now reset to the default of 1234
  7. You can dial into your voice mail to make changes to your personal settings and reset your passcode to something other than 1234.  

There are many other options for you Flash Voice Mail found within My Account. 

Changing Number of Rings until Voice Mail Picks Up:
Dial *610. An automated system will request you to dial the number of rings you would like using the key pad. Your voice mail can be adjusted up to 20 rings before the call is sent to voice mail.

Virtual Phone Number

A Virtual Phone Number acts as a secondary phone number for inbound calls to your Flash Home Service number. The Virtual Phone Number can be selected anywhere in Canada and enables you to have local presence (and phone number) anywhere...allowing friends and family (in your chosen area) to call you "locally."

  1. Login to My Account.
  2. Select My Services.
  3. Select Service Add-Ons, then choose Add Virtual Phone Number.
  4. Select the StateArea Code, and City from where you would like the Virtual Phone Number located, and then click Buy Virtual Phone Number.