Troubleshooting
For immediate technical support assistance, please contact our call center at 706.965.2301.
Below are some helpful tips if you are currently experiencing issues with your service
- Check the power, connections, and installation status.
- Check that plugs in the devices haven't come loose from the outlets in the wall and jacks.
- Confirm that there are lights on your devices.
- If red or orange lights are illuminated on your modem, this could indicate a connection issue.
- Reboot the computer, modem, and router.
- Attempt to visit various different websites by typing their names in the address bar.
- Confirm that your bill is up to date and/or you have not received a disconnect notice.
- If you have an internet security suite (such as Norton's 360), briefly disable the software and try again.
- Confirm that this is not only affecting one device or computer.
Common Issues
No lights on my modem or router
- Check that all connections (power cords, internet cables, etc) are connected and secure. If connected to a power strip/surge protector, make sure the switch on the strip is set to ON.
- If the modem or router has an ON/OFF switch, confirm it is set to ON.
- Try a different power outlet.
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
I have forgotten my WiFi password. How can I retrieve it?
- If using your own router, the default WiFi password is often printed on a label on the side or bottom or the router. If you set a new password during the initial setup, you will need to consult the router manufacturer’s documentation or support website for password retrieval guidance.
- If leasing a router from RTC, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com and we will be happy to retrieve or change your WiFi password.
When checking email, I receive a message that the server unexpectedly terminated the connection.
- Reboot computer.
- Check status of antivirus software is up to date.
- Try disabling the email scanner portion of antivirus software.
- Try removing and recreating the email account in your email client.
My internet is running slow.
- Reboot your modem and/or router and visit speedtest.catt.com to check your bandwidth.
- Hardwire a laptop/desktop computer to your router via Ethernet cable and visit speedtest.catt.com to check your bandwidth. If the result is significantly lower than the speed to which you are subscribed, bypass your router (connect directly to the modem [or Ethernet wall/floor jack if a fiber optic customer]) and visit speedtest.catt.com to check your bandwidth again.
- If you have no devices with Ethernet ports and have only WiFi-capable devices, ensure you are connecting to your router’s 5 GHz network and visit speedtest.catt.com to check your bandwidth or download the “Speedtest by Ookla” app on a smartphone/tablet and choose the Ringgold test server.
- Confirm that your router is running the latest available firmware. Instructions can be found in the router manufacturer’s documentation or support website. (If leasing a router from RTC, contact RTC Tech Support at 706-965-2301 or support@catt.com and this will be taken care of for you.)
- Ensure you have at least a dual-band wireless router capable of 802.11ac. 802.11ax or Wi-Fi 6 is the latest standard and could provide higher throughput. If you have an older wireless router only capable of 802.11g or 802.11n, consider replacing it. If you are interested in leasing a newer wireless router from RTC, contact our Sales personnel at 706-965-1234 or info@catt.com for pricing and more information.
- If you are on a company-owned computer that utilizes a VPN, disconnect from the VPN and visit speedtest.catt.com to check your bandwidth.
- Bear in mind that not all internet devices are capable of exhibiting full speeds due to design limitations or many other factors. If you have followed the above steps and are still seeing low bandwidth, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
I have connected a new router or device and it does not detect the internet connection.
- Ensure all connections are secure and the Ethernet cord between the modem / wall jack & router or router & new device is properly seated and secure on both ends.
- Reboot the modem / router / device.
- If this is the first time connecting a new router, ensure you have completed the initial setup processes this is required from most manufacturers. Consult the router manufacturer’s documentation or support website.
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
When I send an email, it shows the correct email address but the wrong name.
- Visit mail.catt.com and log in to your email account using your full email address as the user name, this includes the @catt.com.
- Choose “Preferences” along the top of the page.
- Choose “Accounts” on the left-hand side of the page.
- Scroll down until you see “Settings for Sent Messages”
- Modify the left-hand text box to whatever you desire to show as the name on your outgoing messages.
- Choose “Save” in the upper-left hand corner.
I have to frequently reboot the router to maintain my internet connection.
- Check that the Ethernet cable between the modem and the router (or the wall/floor jack and the router if a fiber optic customer) is seated securely on both ends. Also inspect for any damage. If damaged, replace Ethernet cable and retest.
- Confirm that your router is running the latest available firmware. Instructions can be found in the router manufacturer’s documentation or support website. (If leasing a router from RTC, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com and we’ll be happy to take care of this for you.)
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com
Your technician installed my router, and I have forgotten my password.
- We use a generic password of your last name and 10 digit home phone number
- The name could be all, none, or just the first letter capitalized
Internet works on all but one device or computer
If the device is wireless:
- Confirm the device’s WiFi connection is enabled and connected to your router.
- Reboot the device.
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
If the device is wired:
- Reboot the device.
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
All of my phones are dead and my internet is out.
- If you are a fiber optic customer, check the CyberPower UPS (white box with RTC Fiber Optics label on it, usually located in a garage, basement, or utility closet) and confirm it has a green “AC” or “System Status” light.
- If the “AC” or “System Status” light is orange/yellow or off:
- Confirm UPS is plugged into the nearby power outlet.
- Confirm the power outlet is functioning properly by testing another device from the outlet (phone charger, lamp, etc).
- Check to see if a breaker has tripped or if the outlet is a GFCI outlet (has “Test” and “Reset” buttons) press the “Reset” button.
- If power cannot be restored, run an extension cord to your CyberPower UPS and consult an electrician to repair the power outlet.
- If there is power confirmed at the outlet but the “AC” or “System Status” light remains orange/yellow or off, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
- If the “AC” or “System Status” light is green and the outlet is getting power but your service is still out, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
- If the “Battery” light is illuminated red:
- Remove the CyberPower UPS cover.
- Remove the black battery (may be secured with Velcro).
- Disconnect the red and black terminals from the battery and set aside.
- Wait 5 minutes then check to see if your service is restored. If service restores, bring the old battery by our office Mon-Fri 8-5 for a replacement at no charge.
If service does not restore, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
- If the “AC” or “System Status” light is orange/yellow or off:
- If you are a DSL customer, or you cannot locate a white CyberPower UPS, contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
The modem lights are on, but the "ADSL" light is flashing
- Check that the telephone cord is connected to both modem and wall/floor jack.
- Check telephone cord for damage. If damaged, try replacing the cord.
- Reboot modem.
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
Internet light is red or off on my modem.
- It is normal for the “Internet” light to be off; 99% of the time this is not indicative of an issue.
- If the “Internet” light is red, reboot the modem, router, and computer.
- Contact RTC Tech Support for further assistance at 706-965-2301 or support@catt.com.
I’m trying to set up my @catt.com email address on my smartphone or an email program like Outlook. What information do I need?
- You’ll need to create an IMAP email account in your smartphone’s email app or other email program.
- Use your full @catt.com email address for the username
- You will need your email account password. (If you cannot remember your email account password contact RTC Tech Support at 706-965-2301 and we can change it for you.)
- The incoming server is “mail.catt.com” (without quotes) with SSL enabled and port number 993.
- The outgoing server is “mail.catt.com” (without quotes) with SSL enabled and port number 465.