Support

24/7 tech support and local agents.

Find information and troubleshooting steps below or contact us any time at 1-866-569-2757.

FAQs

Search our FAQ for solutions and answers to common problems and questions.

 

Internet

Do I need my own equipment?
No. The Optical Network Terminal, or ONT, serves as the modem and, if you subscribe to managed wireless, a Wi-Fi router. If you do not subscribe to managed wireless, you will need to provide your own Wi-Fi equipment if you want a wireless network.

What kind of router do I need?
If you opt to provide your own Wi-Fi equipment, you will need a router that can connect to the ONT via an Ethernet connection. To get the best performance, look for a well-reviewed router with the latest specifications. OzarksGo cannot provide support or troubleshooting for customer-provided networking equipment.

What can I expect from Wi-Fi with managed wireless?
For $6.95 per month, we will set up and maintain your wireless network for you, including any necessary password changes or equipment replacement. The Calix Gigacenter 844G ONT provides a high-speed Wi-Fi network with the latest technology. In larger homes or homes with designs that impede the wireless signal, extenders and additional equipment may be required. We recommend wired connections for televisions whenever possible. Two wired connections are included in the free installation offer. Please be aware that the location of the ONT, the design of the home and heavy usage such as streaming video and gaming on many devices simultaneously can impact the quality of the wireless connection.

Where’s the best place for my wireless router?
A central, open location will usually provide the best wireless coverage. Walls, furniture and other obstacles can hamper the wireless signal.

Can I restart the ONT?
A good first step if you are experiencing trouble with the internet is to unplug the ONT’s power supply for 30 seconds and plug it back in. If that does not resolve the problem, please contact technical support. Do not use the factory reset button or attempt to unplug the fiber connection.

Why do I have a 2.4 Ghz and 5 Ghz network?
The 2.4 Ghz network is a legacy standard. It is available so older devices that do not support the newer 5 Ghz network can still access your network. The 5 Ghz network is a newer standard. The frequency is less crowded, so offers better performance with less interference. The set top boxes for the television service operate on the 5 Ghz network.

Which network should I use?
The 5 Ghz network will usually provide the best performance for devices that support it.

I ran a speed test. Why am I not getting the advertised speeds?
A gigabit connection provides a maximum speed of 1,000 Mbps between our network and Optical Network Terminal. Many factors can affect the results of a speed test.

To begin with, a speed test performed under optimum conditions and using the best equipment will show slightly under 1,000 Mbps (Or under 100 Mbps if that is the service you chose) because some bandwidth is always required for background networking.

Additionally, the physical distance between you and the server being used for the speed test can impact the results. If your device is not connected via Ethernet to the ONT, the wireless network can slow results, as can having multiple devices connected or doing anything in the background, such as downloading files or streaming music.

The equipment used to perform a speed test also matters. Some devices, especially mobile devices and older or lower-end computers will simply be incapable of achieving maximum results, regardless of the actual speed of the internet connection.

Will I get an OzarksGo email address?
OzarksGo does not provide email service. If you need a new email address, we recommend creating an account with one of the many high-quality free email providers.

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TV

What is OzarksGo TV?

OzarksGo TV is a new TV service from OzarksGo. It provides live TV like traditional cable, but allows you to use use streaming devices such as Apple TVs, Amazon Fire devices, some Roku devices and tablets, smartphones and computers.

Can I pick and choose my channels?

OzarksGo TV offers flexible channel packages and a la carte premium channels so you can build a lineup to suit your taste and budget.

Do I have to rent set-top boxes?

One set-top box is included with service. You can rent additional set-top boxes, or use your own streaming devices and purchase additional simultaneous streams independent of hardware.

Can I use my own DVR?

No. OzarksGo TV includes 15 hours of Cloud DVR, with additional hours available: 100 hours for $5/mo, 200 hours for $8/mo and 300 hours for $10/mo.

What devices are compatible with OzarksGo TV?

OzarksGo TV works on a wide range of devices, including:

  • Amazon Fire TV
    • Stick Gen2
    • Fire TV Gen3
    • Stick 4K
    • ire Cube Gen2
  • Apple TV
    • HD (4th generation)
    • 4K (1st generation)
    • 4k (2nd generation)
  • Roku
    • Express 3900X
    • Premier 3920X
    • Streaming Stick+ 3810X
    • Ultra 4640X
    • Roku 4 4400X
  • iOS Devices
    • iPhone 6S+
    • iPad
    • Requires iOS / iPadOS 13 or higher
  • Android Devices
    • Most Android devices running current version

Does this mean I can watch OzarksGo TV anywhere?

Due to contractual restrictions from providers, most content is available to watch only when you are connected to your home OzarksGo network.

Do I need internet service for OzarksGo TV?

Yes, you must have OzarksGo internet service to use OzarksGo TV.

How many devices can I install the OzarksGo TV app on?

There is no limit to the number of devices. The only restriction is on the number of simultaneous streams. All service includes one set-top box and two simultaneous streams. Each additional set-top box comes with two additional simultaneous streams, or simultaneous streams can be purchased separately from hardware.

How can I make sure my DVR recordings don't get deleted?

The included Cloud DVR deletes recordings after 7 days. Upgraded DVR features 90-day recording retention. If you wish to keep a recording longer than the retention period, make sure to mark it as locked before it is purged.

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Phone

How do I get to my voicemail?
To access your voicemail from your home phone, dial *36. To access your voicemail remotely, dial your 10-digit phone number. When you hear your voicemail greeting, press the # sign, and enter your four-digit PIN followed by another # sign.

What kind of phone do I need?
Any standard corded or cordless phone will work with OzarksGo’s telephone service.

Will I lose service if the power goes out?
No, there is battery protection when a telephone is installed. This enables phone calls to be made during power outages.

Will the phone service work with my security system?
Yes, our phone service will work with current security systems. Please contact your security provider to ensure continued coverage.

How do I power cycle the ONT when I have backup power for my phone service?
OzarksGo tech support may occasionally ask you to restart or power cycle your ONT by unplugging it for a brief period and then plugging it back in. Because OzarksGo provides an uninterruptable power supply (UPS) for phone customers, if you have telephone service, you will have to unplug the power cable from the back of the ONT instead of from the wall.

  1. Locate the power connection on the back of the ONT. It is the bottom connection, and labeled “POWER” in small white letters.
  2. Press the tab on the side of the connecter, and gently rock the connecter back forth while pulling until it comes free.
  3. Wait until tech support instructs you to reconnect power. Gently push the connecter back into the ONT. The ONT will begin its reboot process.
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Legacy TV

What is Legacy TV?
Legacy TV is our TV platform for customers prior to Sept. 22, 2022. If you are still using this platform, we encourage you to consider our new TV service.

Can I use my own DVR?
No, only the DVR we provide will work with our service.

How many shows can I record at once?
You can record up to six live programs at once.

What’s the maximum number of TVs?
The system supports eight televisions per account. If you want more televisions, you will need an additional account, and the two accounts will not share content.

Will I have access to streaming services like HBO Max and ESPN3?
Yes. We offer access to several streaming services through watchTVeverywhere.

Do I need a wired connection for every TV?
The set top boxes have wireless capabilities, but we strongly recommend a wired connection for each television for the best performance. This is especially true if you opt to provide your own Wi-Fi equipment instead of using our managed wireless service.

What should I do if a red X appears on my TV screen?

For a wireless set top box:

  1. Unplug the set top box and plug it back in.
  2. Wait for the “Connect” screen to appear. Do not press any buttons at this stage.
  3. Press the WPS button on the front of the ONT.
  4. Press the “Select” button on the remote.
  5. The set top box should reboot within 3 to 4 minutes.

For a wired set top box:

  1. Check the network cable and make sure it is plugged into the set top box and the wall.
  2. Unplug the set top box and plug it back in.
  3. The set top box should reboot in 3 to 4 minutes.

Why do I briefly lose some channels twice a year?
Twice a year, the position of the sun aligns so that TV satellites are directly between the sun and the receiving dishes. The sun's rays overwhelm the satellite signal, causing brief outages for about 10 minutes per day for about a week. The time of the outage varies by which satellite a channel is using, but they are generally in the late afternoon.

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Documents

The documents below can help you learn how to use various features of your OzarksGo service and troubleshoot if something goes wrong.

Streaming TV Channels

Arkansas
Oklahoma

TV Channel Guides for streaming service started on or after Sept. 22, 2022.

Legacy TV Channels

Arkansas
Oklahoma

TV Channel Guides for service started prior to Sept. 22, 2022.

watchTVeverywhere

Step-by-step instructions to sign up for watchTVeverwhere, with access to thousands of hours of programming from participating networks.

TV User Guide

Learn how to record programs, use timeshift, troubleshoot problems and more. (Download PDF)

Telephone User Guide

Learn how to configure and manage your voicemail, set call forwarding and more. (Download PDF)

Understanding Your Bill

Learn how to read your OzarksGo bill. (Download PDF)

These files are provided as PDFs. If you are unable to view PDF files, download Adobe Acrobat Reader.