Can I get the read-only SNMP community string for the G4 Communications equipment?
No. For security reasons and to reduce the potential for overloading a device with SNMP queries, G4 Communications will not publish community strings. If a customer requires reports on a specific SNMP attribute, G4 Communications can configure custom reports priced on a time and materials basis.
Can I manage my own equipment?
No. G4 Communications is responsible for monitoring down to the Customer Premise Equipment (CPE) device. Any device beyond this is the customer's responsibility. G4 Communications may be contracted to monitor customer devices through the Outsource Monitoring Service. See your sales contact for details.
How often does your monitoring poll my device?
For availability and utilization statistics, G4 Communications polls the CPE every 5 minutes.
Do you offer consulting?
Yes. Consulting is billed on a time and materials basis. A description detailing the scope of work requested must be approved by both parties (customer and G4 Communications) prior to any contractual agreement. For more information contact your sales representative.
What information should I gather before calling the TAC?
Basic information should include:
- IP address of device in question
- Circuit #
- LED status on device
- Any previous troubleshooting that has taken place (please provide G4 trouble ticket numbers)
- Contact information
- Originating G4 Phone number/s having the problem
- Type of trouble
- Is there dial tone at the demarcation location?
Please note that G4 service responsibility ends at the demarc, and internal wiring responsibility belongs to the customer. - Called Phone number (terminating number), if needed
- Any previous troubleshooting that has taken place (please provide G4 trouble ticket numbers)
- Contact information
- For Internet & Data Services:
- For Voice Telephone Services:
Does G4 Communications offer any service level agreements (SLAs)?
Yes. G4 Communications Service Level Agreement provides service guarantees. The level of guarantee is dependant upon the service offering that is chosen.
How can I check the utilization of my connection?
If you feel your line is over-subscribed or is providing slow response time, G4 Communications will monitor your circuit for 1 week (7 days). Contact our Technical Assistance Center at 1.888.840.4487 and request a utilization monitor for one week. G4 Communications will e-mail the report to you and explain any issues with the results.
Will G4 Communications run cable for me?
Yes. But only if it requested and arranged in advance. The G4 Communications
technician will complete the cabling. Time and materials will be billed at G4's current rates.
How can I cancel my service?
All service cancellation requests must be made in writing. If made by postal mail, please send by certified mail. You can also
send an email to "cancel at G4.net" which will generate a return email to your email address including a request tracking
number which will be used to track your cancellation request. It is important to keep that number handy when you inquire about
the status of your request and to confirm that your request has been received.
Some important information:
- All cancellation requests require an advanced 30 day written notice.
- Service terms start from the installation of services, not from the day the contract is signed.
- In order to eliminate any term discount charge backs, please check your contract for any term discounts and if you
satisfied the term or not.
eg: if you signed a 36 month contract term and received certain promotional discounts either on one-time or monthly basis, and if you are cancelling your service before the 36 paid service invoices; you will be charged back all the discounts that were given to you and your service will revert back to month to month rates.
