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Frequently Asked Questions

Browse the topics below to find the answers to our most frequently asked questions.

internal small icon Internet

Registration & Plans

Will I be locked into a contract?
No – you can change your plan at any time without any financial penalty. Whether you choose to upgrade your plan to include voice or a higher internet speed, or even downgrade to suit your needs, you will pay the listed price of your new plan. View all plans and prices at jointruestream.com.
Will you buy-out my current contract?

Currently, we do not buy out existing contracts with other internet providers. If we are actively working in your area, we ask you consider not signing any long-term contracts with other providers.

Will Truestream offer an email address?

Truestream does not offer a Truestream-specific email address. If you have email through your current provider this will go away when you switch to Truestream. We recommend setting up a free email address with a provider of your choice – like Gmail, Hotmail, Yahoo, or Outlook.

My email is from my current internet provider, will I lose it?

If you have an email address provided by your current provider, you will likely lose it when you cancel service. We recommend setting up a free email address with a provider of your choice – like Gmail, Hotmail, Yahoo, or Outlook. You will need to change your email address with any websites you frequently receive emails from and forwarding any relevant emails to your newly established free email address.

How much is your internet?

Residential plans start as low as $59.99 per month for 100 Mbps residential internet and $34.99 for residential voice. We also offer a 200 Mbps Family Plan and 1 Gig Ultra Plan. You also receive a $5 per month discount when you bundle both voice and internet. Options and pricing can be found on our website.

Are there any data-caps or best-time-of-use?

No and No – we don’t believe in limiting data or usage. With a fiber line dedicated directly to your location, we make sure you can stream away all day, every day!

How do I upgrade or change my plan?

Email or give us a call at 1-888-485-2537, ext. 8981 and a Truestream customer service representative will be happy to help you change your plan.

Do you offer a vacation plan?

Yes – vacation plans are available for up to six months per calendar year, after one full month of service. Prices for vacation internet and voice plans range from $15-25/month for residential accounts. Give us a call at 1-888-485-2537 ext. 8981 during business hours for more information!

How does streaming work?

Streaming television is a lot like downloading an app on your phone – instead, you download the streaming app to your TV or streaming device.

  1. Research your favorite shows and channels. Spend a little time reviewing the channels and shows that you like to determine which devices and services will meet your needs.
  2. Pick your streaming device. Since not all streaming devices support all channels and shows, make sure you select a device that offers what you want.
  3. Hook up your device and start your subscriptions. Many streaming services offer a free trial period so that you can test it before committing to monthly fees.
  4. Cut the cord!

 

Do I have to ‘cut the cord’ and stream television?
No – if you are happy with your current television/cable provider, you are welcome to stay with them for TV only and switch to Truestream for internet and/or voice service.
people discussing plans
Do you offer plans for businesses?

Yes, we offer both internet and voice plans for businesses of all sizes. Call us at 1-888-485-2537 to find the right plan to match your business needs!

What internet plan is best for me?

Choosing the right speed depends on the number of people in your home, what you plan to do online, and how many devices will be connected at one time. Generally, the more you do online or the more devices you have connected, the higher the speed you will need.

We recommend visiting broadbandnow.com/bandwidth-calculator, a third-party database, to take a short quiz to help you determine the best speed for your needs.

Will you offer television?

We do not offer television programming. However, having a fast, reliable fiber internet connection does open the door to cutting the cord and streaming television through a device of your choice!

 

What are some available streaming services and devices?

There are many streaming devices and apps to choose from and not all streaming devices host all available apps. You’ll need to do some research to find out which apps you want and then determine the device that’s right for you. Check out some of these guides to learn more:

Streaming Services

Streaming Devices

Equipment & Additional Services

Truestream router
Your Internet comes with a router—your access point for Wi-Fi and hard-wired connections. Your Wi-Fi password and all pertinent information are on the sticker located on your router, which has been calibrated for maximum performance. Please note that adding an alternative router could degrade your home’s service. We recommend using your Truestream router for all Wi-Fi access.
Wireless Wi-Fi extender
As Wi-Fi signals travel through walls, floors, and even furniture, the signal gets weaker, which is why some locations in your home may not have the strongest connection. When paired with our Wi-Fi extender, you can ensure you get the signal strength you need, throughout your entire home!
Battery back-up

We carry two battery back-up options that offer power to the router for 8-24 hours or more during a power outage. Battery back-ups are available for purchase through Truestream. Email or call 1-888-485-2537 for more details!

Can I use my own equipment?

Truestream can connect with customer-owned gigabit routers. However, we cannot offer additional technical support or guarantee of the quality of the service from customer-owned equipment. There is no additional fee for this setup at the time of installation; there may be a charge to return to the home to install customer equipment.

Is your network secure?

Yes, every home or business has its own secure connection with a password to access the network wirelessly.

What is managed Wi-Fi?

Our managed Wi-Fi service allows our trained technicians to remotely diagnose connection issues, optimize your network, and even recover a forgotten Wi-Fi password, all to make sure your internet is working as hard as you are. Reach out 24/7 at 888-485-2537.

Do you offer static IP addresses?

Yes, we do. If you need a static IP address, give us a call at 1-888-485-2537, ext. 8981 for more details!

Tech Squad services

Confused about how to set up your streaming devices and services, online billing account, email, or other connected devices in your home? Don’t let your new smart home outsmart you! The friendly and knowledgeable experts of the Truestream Tech Squad are here to help! Call 1-888-485-2537 to schedule an appointment. Support fees will apply.

Construction

Are you bringing internet to my area?

If you are a Great Lakes Energy member, we plan on bringing our high-speed fiber internet to you. We cover 26 counties in Michigan, and building the entire network will take time. We began in 2018 and expect the entire project to take 8-10 years. 

If you are not a Great Lakes Energy member, we still encourage you, and all your neighbors, to register your interest on jointruestream.com. When our network is complete, we’ll consider expanding out!

How long will it take to build to my location?

It depends on which step of the process you are in and how large your service area is. The overall construction process can be broken down into three large phases, which each have their own steps. Each phase takes between 6-18 months.

Phase 1 – Fielding and Planning – During this phase, we collect data including type of residence, pole information, and other data related to infrastructure. This data helps us determine the feasibility of expanding Truestream, including mapping out infrastructure needs and how to get the fiber lines to members’ homes.

Phase 2 – Mainline Construction – During this phase, we gather the information from the fielding process, including a proposed budget and map of the mainline fiber routes, and present it to the board. If approved, mainline construction can begin. This process can be labor intensive because it involved running the fiber line along the electrical path, which includes both underground and overhead electrical lines.

Phase 3 – Connecting – During this phase, we start branching off the mainline fiber construction and bring the fiber line to your home. This is called the drop. The drop will likely follow the path of your existing electrical line, either overhead or underground. Once the drop is complete, we can schedule the installation!

Why do you need a site plan and how do you fill it out?

While MISS DIG marks utilities, you likely have items underground that you have installed yourself that MISS DIG does not mark. These items may include septic/drain fields, propane or satellite lines, pet fences and sprinkler systems. We take these items into consideration when planning the proposed fiber route, as well as during the construction installation. An example of a simple site plan can be found here.

 

 

Do I have to call MISS DIG before construction can start?

No, we’ll contact MISS DIG to have your electric, natural gas, cable, and phone marked. Once MISS DIG is contacted, utilities will mark the property within three days. We then have 21 days to complete the underground construction. If we are unable to complete the underground construction in that time frame, MISS DIG will be contacted again. Remember, all other utilities need to be marked by you. This includes propane, irrigation, pet fences, etc.

Can I move/remove the MISS DIG flags in my yard?

Please do not remove or discard our flags or any flags that mark your underground facilities. If you need to remove the flags to mow your lawn or for any other reason, that’s ok, just put them back where they came from. Flags can be removed once your in-home installation is scheduled.

 

 

 

Are there construction fees to build to my location?

For the average Great Lakes Energy member, there are no construction fees. In some areas that require extensive, complicated underground construction work, construction fees may apply. Those fees would be discussed before construction begins.

construction crew
How deep is the underground fiber line buried?

Mainline underground fiber lines are buried 24” – 72”, depending on the location. The fiber line to your home has a minimum depth cover of 12”.

 

 

 

Installation

What are the installation fees?

If you are in an area we have not yet built when you register your interest at jointruestream.com, the in-home installation fee of $149 is waived, pending the return of the required documents by the requested date. If your area is already active when you register your interest, or you did not return the required documents by the requested date, a $149 in-home installation fee will apply.

 

 

 

What safety precautions are you taking for installations?

Before we schedule your appointment, we will ask a series of health screening questions regarding your travel history and any recent illnesses. We follow all safety recommendations, including wearing masks and gloves, and maintaining a proper social distance. If you are uncomfortable with our technician entering your home, let us know when we call to schedule your appointment, you may be eligible for a no-contact assisted self-installation.

How long will the installation take?

In-home installation appointments generally take 1-3 hours, depending on your situation. An adult over the age of 18 must be present during the entire installation. Our fiber technicians are thorough and efficient with each installation – if they are running late because of their previous installation, they will let you know. If you are running late, we ask you to provide the same courtesy.

Billing & Account

Online account graphics
How do I set my account up online?

Online account set up is easy! You will need your electric, internet, or voice account number and a valid email address. Detailed instructions can be found here.

 

 

 

 

How do I pay my bill?

You can pay online or with our mobile app. You can access your online account through the My Account button at the top right corner of our page. From your mobile device, you can search GLE in the App Store or Google Play.

You may also pay by setting up autopay, making a payment through the automated phone system, mailing your payment, or dropping it off at any of our service centers.

Will I get a paper bill in the mail?

No, your Truestream will be available through your online account. By setting up and accessing your online account, you can quickly view account balances, make a payment, manage automatic payments, manage your payment methods, and check your account history.

 

 

 

Will my internet work if the power goes out?

No, your router requires electricity to function. Fiber lines often bend, not break in a storm, leaving the internet connection intact. If you are concerned about accessing the internet during a power outage, you may want to consider purchasing a Battery Back-up to power your Gigcenter router. Please call 1-888-485-2537 for more details.

 

 

 

 

 

Why is my first bill so high?

We bill one month ahead, and your first bill may be prorated. We bill mid-month and it will be due near the 1st of the following month. Depending on what time of the month your installation took place, your first bill could be for nearly two months of service.

How do I report a fiber outage?

First, try a hard reset of the router by unplugging it for 30 seconds and plugging it back in. If that does not restore your outage, please call our tech support 24/7 at 1-888-485-2537.

Troubleshooting Tips

Wi-Fi Do’s and Don’ts

The Do’s

  • Have your router in an open, centrally located room
  • Hook devices directly into the ethernet cable to maximize speeds
  • Make sure you have the right plan for the number of devices in your home
  • Remember that older or slower devices may also impact the speeds at which faster or newer devices can operate.

The Don’ts

  • Leave your network unsecure
  • Shield your router in a cabinet, closet, or next to unusually thick walls or metal
  • Overload your devices with too much storage (as you run out of room, smartphones and tablets could run slower)
  • Forget about our 24/7 tech support
Power cycling your Truestream router

Check out our quick video letting you know how to power cycle your router.

2.4 GHz vs. 5.0 GHz explained

If you’re like most people, you primarily use Wi-Fi to connect your devices to the internet. If you have multiple devices, that can potentially lead to speed issues. However, our router offers two wireless bands (what carries the Wi-Fi to your device), 2.4 GHz and 5.0 GHz, to help you maximize your Wi-Fi experience and avoid issues.

What are the differences between 2.4 GHz and 5.0 GHz?

Each band represents a frequency over which data transmits. It is like an invisible bridge that brings the Wi-Fi to your device. The main differences between these bands are range and speed. 2.4GHz can reach farther distances in your home but transmits data at a slower speed. 5.0GHz, on the other hand, is significantly faster, however, the reach isn’t as far.

Is one frequency better than other?

Technically, no. Many smart home devices like thermostats, garage doors, baby monitors, and appliances only connect to 2.4 GHz. However, to maximize your speed, we generally recommend connecting any compatible device to the 5.0 GHz band. In fact, simply connecting a few of your devices to this band can help you vastly improve your overall internet experience. 

What speeds can I expect?

When using Wi-Fi, it is normal for the speeds to vary. Many factors play a role in determining your internet speed, including the age of the equipment you are using, the location of the device relative to your router, what software may be running on your device (such as a firewall, VPN and anti-virus), and even the time of day.

The tables below show the maximum possible upload and download speeds you can achieve with the various types of wireless and ethernet connected devices using our 1 Gig Ultra plan.

Mobile Devices (Smart Phones, Tablets, Smart TVs) over Wi-Fi

Age of device Wi-Fi Version Frequency Maximum Possible Speed*
2013 to present 802.11ac 5 GHz 390 Mbps
2007 – 2012 802.11n 2.4 GHz and 5 GHz 32 Mbps to 90 Mbps
2006 and before 802.11 a/b/g 2.4 GHz 32 Mbps

*Ideal conditions

Computers over Wi-Fi (Laptops and Desktops)

Age of device Wi-Fi Version Frequency Maximum Possible Speed*
2013 to present 802.11ac 5 GHz 585 Mbps
2011 – 2012 802.11n 2.4 GHz and 5 GHz 270 Mbps
2007 – 2010 802.11n 2.4 GHz and 5 GHz 180 Mbps
2006 and before 802.11 a/b/g 2.4 GHz 32 Mbps

*Ideal conditions

Computers over built-in Ethernet

Age of computer How is the hardware connected Maximum Possible Speed*
2010 to present Built-in Ethernet connector 940 Mbps
2009 and before Built-in Ethernet connector 100 Mbps

*Ideal conditions

Computers using a USB to Ethernet adapter

Age of computer How is the hardware connected Maximum Possible Speed*
2015 to present USB 3.0 to Ethernet adapter 940 Mbps
2014 and earlier USB 2.0 to Ethernet adapter 400 Mbps

 

 

 

 

 

 

 

*Ideal conditions

Checking your internet speed

Visit speedtest.net (or a speed test of your choice). Verify the server selected is Truestream. Wi-Fi speeds can vary. For accurate results, use a device that has a hard-wired connection to the router.

Key data includes:

Ping: reaction time, how fast do you connect to the server and back

Download: the speed at which data is transferred from the server to your device, in Mbps

Upload: the speed at which data is transferred from your device to the server, in Mbps

Port forwarding

Detailed instructions for port forwarding can be found here.

Slow internet speeds

In the same room as the router

If you have little to no Wi-Fi signal on a device while in the same room as your router, try testing on an additional device. If multiple devices experience poor signal, try unplugging your router for 30 seconds then plugging it back in. If that does not restore the signal, please call our tech support 24/7 at 1-888-485-2537.

In a room away from the router

If you are trying to connect to Wi-Fi at the opposite side of the house and notice slower speeds, you might want to consider investing in a Wi-Fi extender that can reproduce the Wi-Fi signal throughout your home. Ideally, 3-4 bars on your device indicates a reliable signal. Truestream offers a Wi-Fi extender for $5/mo. – call 1-888-485-2537 for more details!

Optimize your Wi-Fi/Poor Wi-Fi Signal

Truestream routers offer both 2.4 GHz and 5GHz Wi-Fi bands. Connect as many devices as possible to 5 Ghz, which is faster and less prone to interference, like other electronic devices. However, keep in mind that 5 GHz can’t reach as far as 2.4 GHz.

 Please note: No Wi-Fi, regardless of the provider, can deliver 1 Gig (1,000 Mbps) due to the natural reduction in signal as it travels.

Update your devices

Make sure the software on all your devices are kept up to date. Also, keep in mind the age of the device – some devices can’t support such high speeds! 

Consider using an Ethernet Cable for Certain Activities

While Wi-Fi is a great, easy choice in most cases, some bandwidth-heavy activities, such as watching 4k Ultra HD video on a TV work more consistently with a hardwired connection.

Power Cycle Your Router

If none of the other tips help, try power cycling your router. View our quick video on how to properly perform a power cycle.

Changing your Wi-Fi password

If you would like to change your Wi-Fi password, please call our technical support team at 1-888-485-2537. They will be able to walk you through, step by step to complete the process.

No internet connection

First, try to power cycle the router by unplugging it for 30 seconds and plugging it back in. If that does not restore your connection, please call our 24/7 tech support at 1-888-485-2537.

voice small icon Voice

Billing & Account

How do I pay my phone bill?

You can pay online or with our mobile app. You can access your online account through the My Account button at the top right corner of our page. From your mobile device, you can search GLE in the App Store or Google Play.

You may also pay by setting up autopay, making a payment through the automated phone system, mailing your payment, or dropping it off at any of or service centers.

How do I take advantage of all the voice features you offer?

Truestream voice services include unlimited calling to all 50 US states, Canada, Puerto Rico, and the US Virgin Islands. We also offer three-way calling, caller ID, call forwarding, robocall blocking and voicemail. Visit https://voice.truestreamfiber.com/portal/ to manage your voice services.

Do you offer robocall blocking?

Yes – full activation instructions are available on truestreamfiber.com.

Will my phone work if the power goes out?

No, your router requires electricity to function. Fiber lines often bend, not break in a storm, leaving the internet and voice connection intact. If you are concerned about accessing the internet during a power outage, you may want to consider purchasing a Battery Back-up to power your Gigcenter router. Please call 1-888-485-2537 for more details.

Voicemail

How do I set up my voicemail?

To set up voicemail:

  1. Dial *98
  2. Enter the default passcode 8642 and press # (first-time setup)
  3. Following the “Passcode has Expired” prompt,
  4. Enter a permanent passcode and press #.
  5. Re-enter the new, permanent passcode and press #.
  6. Follow the rest of the prompts to record your name and greeting.
How do I check my voicemail?

To access voicemail:

  1. From a phone connected to the Truestream network, dial *98. From a phone not connected to the Truestream network, dial your 10-digit phone number and press * when the greeting begins.
  2. Enter your passcode and press #.

For additional assistance, please contact truestream tech support at (888) 485-2537