Crystal Clear FAQ's

 

Why is Crystal Clear involved with DIRECTV services?

DirecTV contracted with Crystal Clear to install, service, and maintain the video services in your community.

 

Who do I contact for DIRECTV services?

All service related calls for DirecTV should be directed to Crystal Clear at 615-550-4600 or support@crystalclearfiber.com. The normal DirecTV call center is not set up to service DTH accounts. If you want to make any programming changes (upgrade/downgrade package, order a movie, etc.) or have a question regarding your DirecTV bill please contact them at 1-800-531-5000. All equipment and programming costs are set up by DirecTV and cannot be modified by Crystal Clear.

 

Why do I get a bill from both DIRECTV and Crystal Clear?

Crystal Clear will set-up and maintain your DirecTV service, but you will receive a bill directly from DirecTV for their service. Crystal Clear will bill you for internet and phone service, as well as any installation or tech fees that may apply. Ask one of our associates for more info.

 

DOEs Crystal Clear use Fiber Optics to provide service?

Crystal Clear does provide all Internet and Phone services via a Point - to - Point fiber to the home network (FTTH) which provides substantial value to each home that comes online.

What is an ONT?

Optical Network Terminal. This is the equipment inside your low voltage panel where Crystal Clear terminates the fiber and converts the services back to copper so that it can be used by your devices in the home. The ONT is where the responsibility of Crystal Clear ends and the customer begins. You will never need to push the reset button on the ONT. If pressed, it will lose its configuration and a technician will have to come to your home to restore services.

Do I need a router?

Crystal Clear’s equipment does have routing (DHCP) capabilities that may be turned on by default. If you would like to access your network wirelessly, you will need to purchase a wireless access point or a wireless router. For the customers who would also prefer to handle DHCP themselves, we can provide pass through services to accommodate your needs. Ask the Crystal Clear rep for more details.

Where’s the best location for my wireless router?

To get the strongest wireless signal in your home, you’ll want to find an ideal place for your wireless router. It’s best to place your router in a central location, where you and your family spend the most time connected to WiFi-enabled devices. Make sure to keep it out of drawers and closets; don’t hide it behind furniture. Your signal will be stronger if your equipment is out in the open. Being elevated and upright is best. Depending on the size of your home, you may require more than one wireless router or a wireless mesh system.

Why does my internet seem to be slow?

First, make sure you are hardwired directly into the ONT and that no other equipment is in-between your device and the ONT in the Low Voltage Panel. Also, check to ensure the device you are testing with can support the speeds you are subscribed to. Use www.speedtest.net to get an accurate speed test. If you consistently notice speeds significantly less than your subscribed package even after following the steps above, then you may need to contact us for a service call to look at the issue. 

How do I reboot my ONT (Optical Network Terminal)?

Your equipment runs 24/7 and sometimes needs a little refresh to continue working at its best. The ONT (Optical Network Terminal) is located in the low voltage panel in your home. To reboot, unplug the power adapter directly from the power source and wait 10-20 seconds. Plug the power adapter back into the power source. The ONT will take approximately 2-3 minutes to reboot. You will never need to push the reset button on the ONT. If pressed, it will lose its configuration and a technician will have to come to your home to restore services (a service fee may apply). If your issue has not been resolved, please contact us for further assistance.

Why am I not getting the same speeds over my wireless router?

Not all wireless routers support the same speeds. Crystal Clear’s internet speeds are the maximum that can be achieved when plugged directly into Crystal Clear’s ONT in your home. Crystal Clear is not responsible for any speeds or coverage over a wireless router or any other device past the ONT. Many factors affect wireless router speeds and the coverage area including, but not limited to: walls and insulation in your home, the location of the wireless routers, wireless channel saturation, household items such as microwaves and Bluetooth devices, and the capacity of the device that is connecting to the wireless network. 

 

How do I reboot my wireless router?

Unplug the power adapter for 10-20 seconds. Plug the power adapter back into the router. Wait 1-3 minutes for the router to reboot. Also, check to see if the ethernet cables are securely plugged into the router. 

 

How do I reboot my DirecTV receiver?

The most common error codes you will see are 771 and 775. A reboot of the DirecTV receiver could correct the issue. On the front of your DirecTV receiver open the panel and press the red reset button. For some DirecTV receiver models, the reset button is located on the side of the receiver. Once the button has been pressed it could take up to 3-5 minutes for your receiver to finish the reboot process. If your issue has not been resolved, please contact us for further assistance.

do you charge a service fee?

We have a one-time per instance service fee of $75. Our technicians and customer support representatives are experienced and extremely knowledgable about our services and products. We do as much as we can to assist before scheduling a technician, but sometimes we may need to dispatch a technician to investigate the issue inside your home. If the issue is related to Crystal Clear equipment up to our demarcation point (the ONT in your home), the service fee will be waived most of the time. Any issue past the demarcation point will be charged a service fee. We also charge a one-time per instance service fee of $75 for all DirecTV related issues.