Frequently Asked Questions Regarding Digital Phone Upgrades
Why is GCI upgrading and what will happen?
Upgrading will allow us to provide more services at a higher level over our cable plant, and while we are doing this work you may experience interruptions of your cable TV or cable Internet service. The upgrade work will take approximately two weeks and during that time you may experience several 5 to 30 minute outages of your cable TV or Cable Internet Service. As much as possible we will be doing the work during the night, but some has to occur during the day.
What happens if my cable modem doesn’t work?
Generally each daytime outage should only last between 5 and 30 minutes, but you may need to reset your cable modem and firewall before your Internet service will recover. Some days there will be no impact at all.
What is GCI’s goal during this upgrade?
Have all service restored to customers by 6:00 PM each weekday. Avoid service interruptions during “primetime” TV viewing (6:00 PM – Midnight). Avoid service interruptions during major TV “events” such as Super Bowl, Oscars, etc. Work with business customers as much as possible to avoid peak usage times. Plan minor service disruptions on weekends
What happens during the maintenance window between 1am – 6am M-F?
2-3 interruptions of service per customer, usually 2-5 hours, possibility of work extending past morning maintenance window. And when location allows for night work, customers will be affected by one to six 1-2 minute disruptions for one or two days only.
What happens during normal business hours (7:30AM – 5:00 PM, M-F)
Individual customers will be affected by 1 – 3 sets of interruptions, up to 5-10 minutes in length
There will be multiple 10 to 20 second intermittent disruptions for 30 minutes to 8 hours depending on location – a couple of days a week during the area upgrade.
What happens during weekends (Saturday through Sunday)
There will be multiple 10 to 20 second intermittent disruptions lasting between 30 minutes to 4 hours depending on your location. If possible, some customers will be contacted directly ahead of time if we know we will be affecting their service(s).