GlobalXtreme Customer Support

1. Setup or Install GlobalXtreme Internet Service

You don't need to perform self-installation when using GlobalXtreme's services. You just need to make an appointment with our sales officer and once you agree to use our services, the sales officer will conduct a topographic survey for the installation of GlobalXtreme equipment. Your task is to complete the administrative payment for your internet needs, and once the payment is settled, our installation team will coordinate with you to schedule the installation within 3-5 business days according to the Service Level Agreement (SLA). It's that easy, isn't it?

2. 5 GHz Home Internet

To have a 5 GHz connection for the Wi-Fi at your home, you'll need the following:

• Get a 5 GHz-Compatible Router: Make sure to choose a Wi-Fi router that supports 5 GHz connectivity. It should be specifically designed to handle 5 GHz frequencies.
• Ensure Device Compatibility: Make sure your devices like smartphones, laptops, or tablets are compatible with 5 GHz technology. Only devices that support 5 GHz can fully utilize its benefits.
• Position the Router Properly: Find the best spot in your home to place the 5 GHz router. Choose an area with minimal obstructions and interference to maximize signal strength and coverage.
• Configure Network Settings: Follow the instructions provided by your internet service provider to set up and configure the network settings on your 5 GHz router. This may involve entering login credentials and customizing network preferences.

By fulfilling these requirements, you'll be able to enjoy a 5 GHz connection for your Wi-Fi at home, which offers faster speeds and enhanced connectivity.

3. Learn About IPv6

IPv6, or Internet Protocol version 6, is the most recent version of the Internet Protocol (IP). It is designed to replace the older IPv4 protocol, which is currently the most widely used. IPv6 was developed to address the limitations of IPv4, primarily the shortage of available IP addresses.

IPv6 uses a 128-bit address format, allowing for a significantly larger number of unique IP addresses compared to IPv4's 32-bit address format. This expansion of address space is crucial as the demand for IP addresses continues to grow due to the increasing number of devices connected to the internet.

In addition to the increased address space, IPv6 offers other improvements over IPv4. It enhances network security, simplifies network configuration, and provides better support for new technologies and services. IPv6 also incorporates features such as stateless address autoconfiguration, built-in mobility support, and improved multicast capabilities.

While IPv4 and IPv6 are not directly compatible, there are mechanisms in place to facilitate the coexistence of both protocols during the transition period. Many modern devices and networks are now capable of supporting both IPv4 and IPv6, ensuring connectivity in the evolving internet landscape.

Overall, IPv6 plays a critical role in enabling the continued growth and expansion of the internet by providing a larger address space and improved functionality compared to its predecessor, IPv4.

Here's a sample IPv6 address:

2001:0db8:85a3:0000:0000:8a2e:0370:7334

In IPv6, addresses are represented as eight groups of four hexadecimal digits, separated by colons. Leading zeros within each group can be omitted for brevity. Additionally, consecutive groups of zeros can be compressed by using a double colon (::) to represent multiple groups of zeros.

For example, the address above can be compressed as:

2001:db8:85a3::8a2e:370:7334

This shorthand notation simplifies the representation of IPv6 addresses and makes them easier to read and write.

It's important to note that this is just a sample address, and actual IPv6 addresses can vary. IPv6 addresses are assigned by Internet Assigned Numbers Authority (IANA), regional internet registries, and internet service providers to ensure uniqueness and proper allocation of addresses.

No Connection

If your internet isn't working well, or if it's going in and out, you can try this easy fix:

1. Turn off your router (this is the box that makes your internet work). You can do this by unplugging it.
2. Wait for about a minute.
3. Plug your router back in and turn it back on.
4. Try using the internet again.

If that didn't work, don't worry! There are a few more things we can try:

• Your computer might be sick with a virus, or it might be too full. Try running a virus scan if you have one, or deleting some old files or programs you don't need anymore.
• If you're trying to watch a lot of videos at the same time, it might be too much for your internet to handle. Try doing one thing at a time instead.
• Things in your house like TVs, microwaves, walls, or even floors can get in the way of your internet signal. Try moving your router to a different spot to see if it helps.
• If you're using your Transvision TV Video-on-Demand service to watch lots of shows or movies at the same time, it could slow down your internet. This is because they share the same connection to your house. Try watching fewer shows or movies at the same time.

I hope that helps! Let me know if you have any other questions.

Wi-Fi: Slow or Intermittent Connection

You know when your internet feels like it's moving at a snail's pace? That's what we call slow speeds. If you're using GlobalXtreme Internet and it feels slow, the first thing you should do is check how fast it really is. You can do this by going to websites like speedtest.net, fast.com, or nperf.com. They will show you how fast your internet is.

Now, there are some tools, like SG TCP Optimizer or Ashampoo Internet Accelerator, that can help speed up your internet. These tools work by tweaking some settings on your computer. Just remember, these tools only work on Windows computers.

If you use both a cable to connect to the internet (that's wired) and Wi-Fi, you need to use these tools in both ways. Once you've done that, turn off your computer. This helps the new settings to start working.

Now, there are also some things that can make your Wi-Fi slower:

1. How far you are from your Wi-Fi router (that's the box that gives you Wi-Fi)
2. The type of device you're using. For example, some tablets can't use internet as fast as computers can.
3. Things in your house like microwaves and baby monitors can interfere with your Wi-Fi signal.
4. Even the structure of your house can affect Wi-Fi speed.

If you want super-fast internet speeds, like 100 Mbps or more, you might need to get a better 5Ghz router.

Also, if your Wi-Fi signal is weak, like it doesn't reach all the corners of your house, you might need additional routers in different locations of your house to ensure that the Wi-Fi network covers the entire area.

• Routers
• Self Organizing Network
• Network Adapter
• Optical Network Unit (ONU)
• Free and Open Source Software Portal
• Other Equipment
• Equipment Return

• Home Networking Overview
• Find your Wi-Fi Password
• Manage Wi-Fi Settings
• Change Wi-Fi Name or Password

Link. https://www.notion.so/Change-Wi-Fi-Name-or-Password-b6fe6a7f036c40aa92ba289ae1cf3fa7?pvs=21 

• Connect Devices to WiFi

When you subscribe to GlobalXtreme's Service(s) or sign up through our Portal, we may collect various information such as your name, mailing address, phone number, email address, contact preferences, device identifiers, IP address, location information, credit card information, and profile information when the contact is made via social media.

We may process your personal information for different purposes: to keep you informed about GlobalXtreme's latest product announcements, updates, and upcoming events; to develop and improve our products, services, content, and advertising; for loss prevention and anti-fraud purposes; for account and network security; and to send important notices related to purchases and changes to our terms, conditions, and policies. We may also use personal information for internal purposes such as auditing, data analysis, and research.

Yes, if you don't want to receive updates and promotional emails from us, you can opt out at any time by updating your preferences.

We also collect non-personal information that doesn't directly identify individuals. This data is collected, used, transferred, and disclosed for various purposes. Examples of non-personal information include occupation, language, zip code, area code, unique device identifier, referrer URL, location, and time zone. This information helps us understand customer behavior, improve our products, services, and advertising, and provide more useful information to our customers.

Information about customer activities on our website and other products and services is collected and aggregated. This aggregated data helps us gain insights into customer interests and preferences, allowing us to provide more relevant information. This aggregated data is considered non-personal information.

Personal information, including date of birth, may be used to verify identity, assist with user identification, and determine appropriate services. For example, date of birth may be used to calculate the average age of GlobalXtreme subscribers.

No, important notices such as communications about purchases and changes to terms, conditions, and policies are essential for your interaction with GlobalXtreme. Therefore, opting out of receiving these communications is not possible.

We are not responsible for any information you provide to third parties, including credit/debit card or banking information. This information is not subject to the privacy provisions of this Agreement or the privacy notice for the Service(s). You assume all privacy, security, and other risks associated with providing any information, including customer proprietary network information or personally identifiable information, to third parties via the Service(s). For details about the privacy protections associated with providing information to third parties, please refer to the privacy policies, if any, provided by those third parties.

All Service(s) information, documents, and materials on our websites are protected by trademark, copyright, or other intellectual property laws, as well as international treaty provisions. The websites, corporate names, service marks, trademarks, trade names, logos, and domain names (collectively referred to as "marks") belonging to us and our affiliates are and will remain our exclusive property. This Agreement does not grant you the right or license to use any of the marks.

Nothing in this Agreement limits our rights and remedies available under law or equity. Upon termination of this Agreement, for any reason, we and our agents reserve the right to delete all your data, files, electronic messages, or other information stored on our or our suppliers' servers or systems. Additionally, you may lose access to your account username, as well as all associated e-mail, IP and web space addresses, and voicemail. If you cancel the Voice service without transferring your voice service and telephone number to another service provider, you will forfeit the telephone number. We shall not be liable for any loss of such data, names, addresses, or numbers.

Yes, you agree that GlobalXtreme and its agents have the right to monitor and record any telephone calls or other voice, data, or image communications transmitted between: (1) GlobalXtreme and its agents, and (2) you, your agents, any user of your Service(s) or Equipment, or any user of any phone numbers associated with your account.

1. Programming

• Sport Channel Blackouts
• Channel Comparison

2. Features

• Create a Favorites Channel List
• Audio Language
• Interactive Media Guide
• Closed Captioning
• Widget 
• Parental Controls

3. Equipment

• Set-top Box
• Remote Control
• TV Input Control
• Optical Network Unit (ONU)
• Equipment Returns

Access To Your Premises And Customer Equipment

1. Can GlobalXtreme and its agents enter my property to install and maintain the Service(s) and GlobalXtreme Equipment?

• Yes, you agree to allow GlobalXtreme and its agents the right to enter your property at reasonable times for the purpose of installing, configuring, maintaining, inspecting, upgrading, replacing, and removing the Service(s) and GlobalXtreme Equipment.

2. What should I do if I'm not the owner of the premises where the Service(s) will be provided?

• If you're not the owner of the premises, you are responsible for obtaining necessary approval from the owner to grant access to GlobalXtreme and its agents. You may be asked to provide the owner's name, address, and phone number or evidence of authorization.

3. What is considered "Customer Equipment"?

• "Customer Equipment" refers to software, hardware, or services that you choose to use in connection with the Service(s) and are not provided or leased by GlobalXtreme or its agent. However, equipment purchased from GlobalXtreme under an express sale agreement is also considered "Customer Equipment."

4. Can GlobalXtreme and its agents access and modify my Customer Equipment?

• Yes, you agree to allow GlobalXtreme and its agents the rights to insert CableCARDs and other hardware, send software and/or "downloads," and install, configure, maintain, inspect, and upgrade the Customer Equipment.

5. What should I do if I'm not the owner of Customer Equipment?

• If you're not the owner of the Customer Equipment, you are responsible for obtaining necessary approval from the owner to grant access to GlobalXtreme and its agents. You may be asked to provide the owner's name, address, and phone number or evidence of authorization.

6. Does the term "Customer Equipment" include GlobalXtreme Equipment if a Security Deposit has been paid?

• No, "Customer Equipment" does not include GlobalXtreme Equipment for which you have paid a Security Deposit.

7. What if I refuse to allow access to my premises or Customer Equipment?

• Refusing access to your premises or Customer Equipment may impact the installation, maintenance, and provision of the Service(s). It is important to cooperate and ensure necessary permissions are granted for a smooth process.

Maintenance And Ownership Of The Equipment And Software

1. What is GlobalXtreme Equipment?

• GlobalXtreme Equipment refers to the equipment provided or leased by GlobalXtreme or its agent, including cabling, electronic devices, modems, routers, and other hardware. It also includes any software and programs within the GlobalXtreme Equipment or downloaded to Customer Equipment.

2. Can I sell or give away the GlobalXtreme Equipment?

• No, you are not permitted to sell, lease, abandon, or give away the GlobalXtreme Equipment. It is owned by GlobalXtreme or third parties and should only be used in connection with the Service(s).

3. What happens if there are changes to the GlobalXtreme Equipment?

• GlobalXtreme reserves the right to remove or change the GlobalXtreme Equipment at any time, which may temporarily interrupt your Service(s). You are responsible for any costs, damages, fees, and charges if the GlobalXtreme Equipment is not returned undamaged.

4. What is Customer Equipment?

• Customer Equipment refers to software, hardware, or services used by you in connection with the Service(s) that are not provided or leased by GlobalXtreme or its agent. This includes equipment to which software or downloads have been sent.

5. Is GlobalXtreme responsible for maintaining or repairing Customer Equipment?

• No, GlobalXtreme has no responsibility for the operation, support, maintenance, or repair of any Inside Wiring or Customer Equipment, including equipment to which software or downloads have been sent.

6. What is a Non-Recommended Configuration?

• A Non-Recommended Configuration refers to Customer Equipment that does not meet GlobalXtreme's minimum technical or other specifications. This includes routers, access points, or other networking equipment that does not support the required bandwidth. GlobalXtreme reserves the right to deny support or terminate Service(s) if a Non-Recommended Configuration is used.

7. What are the risks of using a Non-Recommended Configuration?

• Using a Non-Recommended Configuration may cause Customer Equipment to fail to operate or be damaged, and it may also impact your premises or GlobalXtreme Equipment. Neither GlobalXtreme nor its affiliates, suppliers, or agents have any liability for such failures or damages.

8. Can I attach unauthorized devices or tamper with the equipment or service?

• No, you are not allowed to attach unauthorized devices or tamper with the cable network, GlobalXtreme Equipment, or Service(s) for any purpose, including unauthorized reception. Doing so may result in termination of the Service(s) and the recovery of damages.

9. Can I attach anything to the wiring or equipment that impairs the network's integrity or signal quality?

• No, you should not attach anything to the Inside Wiring, GlobalXtreme Equipment, or Customer Equipment that impairs the cable network's integrity or degrades the signal quality or strength. This includes avoiding signal leakage.

10. What actions can GlobalXtreme take if I make unauthorized connections or modifications?

•  If you make unauthorized connections or modifications to the GlobalXtreme Equipment or Service(s), GlobalXtreme may terminate the Service(s) and seek damages resulting from your actions.

Use of Services

1. Can I use the Service(s) and GlobalXtreme Equipment for commercial purposes?

• No, the Service(s) and GlobalXtreme Equipment are intended for personal, residential, non-commercial use only, unless explicitly authorized in writing by GlobalXtreme.

2. Is reselling the Service(s) or GlobalXtreme Equipment allowed?

• No, you are strictly prohibited from reselling or allowing others to resell the Service(s) or GlobalXtreme Equipment, either in whole or in part.

3. Can I use the Service(s) for unlawful purposes?

• No, the use of the GlobalXtreme Equipment or Service(s), directly or indirectly, for any unlawful purpose is strictly prohibited. This includes violations of applicable laws, regulations, and our posted policies.

4. Am I responsible for ensuring all users comply with the terms and conditions of the Agreement?

• Yes, by accepting this Agreement, you acknowledge that you are responsible for ensuring that all users of the GlobalXtreme Equipment and/or Service(s) at your premises or other authorized locations understand and comply with the terms and conditions of this Agreement and any applicable policies.

5. What should I do if the GlobalXtreme Equipment is stolen or the Service(s) are used without my authorization?

• You are liable for all authorized and unauthorized use of the Service(s), and it is important to notify GlobalXtreme immediately in writing or by calling (0361)-736811 during normal business hours if the GlobalXtreme Equipment is stolen or if the Service(s) are used without your authorization. Failure to notify in a timely manner may result in termination of the Service(s) without notice and additional charges may be incurred.

Limited Warranty

1. What is the warranty status of the GlobalXtreme Equipment and the Service(s)?

• The GlobalXtreme Equipment and the Service(s) are provided "as is" without any warranty, either express or implied. Neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners provide any warranty that the GlobalXtreme Equipment or the Service(s) will meet your requirements, transmit communications without corruption, provide uninterrupted use, or operate as expected without delay or error. All representations and warranties, including but not limited to performance, non-infringement, fitness for a particular purpose, or merchantability, are hereby disclaimed.

2. Can I expect the GlobalXtreme Equipment or the Service(s) to meet my specific requirements?

• The GlobalXtreme Equipment and the Service(s) are provided on an "as is" basis, and neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners warrant that they will meet your specific requirements. Please note that there is no guarantee of customization or tailored functionality.

3. Will the communication be transmitted without any errors or corruption?

• Neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners provide any warranty regarding the transmission of communication in an uncorrupted form. Due to the nature of technology, errors or corruption may occur during transmission, and such occurrences are not covered by any warranty.

4. Can I expect uninterrupted use of the GlobalXtreme Equipment or the Service(s)?

• GlobalXtreme does not provide any warranty for uninterrupted use of the GlobalXtreme Equipment or the Service(s). While efforts are made to maintain a reliable service, there may be instances where interruptions occur due to various factors beyond GlobalXtreme's control.

5. Are there any specific warranties provided for performance, non-infringement, fitness for a particular purpose, or merchantability?

• No, all warranties of any kind, whether express or implied, including but not limited to warranties of performance, non-infringement, fitness for a particular purpose, or merchantability, are disclaimed by GlobalXtreme and its affiliates, suppliers, employees, agents, contractors, distributors, licensors, and business partners.

Limitation of Our Liability

1. What actions may be required with regards to my Customer Equipment in connection with the installation, updating, or repair of the Service(s)?

• Customer Equipment may need to be opened, updated, accessed, or used either by you or by us, our affiliates, employees, agents, contractors, distributors, licensors, or business partners. These actions are necessary for the proper installation, updating, or repair of the Service(s).

2. Can the opening, accessing, or use of my Customer Equipment void any warranties provided by the manufacturer or other parties?

• Yes, opening, accessing, or using Customer Equipment in connection with the Service(s) may void warranties provided by the manufacturer or other parties regarding the hardware or software of the Customer Equipment. Neither GlobalXtreme nor any of its affiliates, employees, agents, contractors, distributors, licensors, or business partners will be liable for the voiding of such warranties.

3. What liability do GlobalXtreme and its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners have for damage, loss, or destruction of my Customer Equipment?

• GlobalXtreme and its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners do not have any liability for damage, loss, or destruction to the Customer Equipment, except in cases of gross negligence or willful misconduct.

4. In the event of gross negligence or willful misconduct by GlobalXtreme, what recourse do I have for repair or replacement of damaged Customer Equipment?

• In cases of gross negligence or willful misconduct by GlobalXtreme, its suppliers, employees, agents, contractors, distributors, licensors, or business partners, we may, at our sole discretion, pay for the repair or replacement of the damaged Customer Equipment, up to a maximum of $500. This will be your sole and exclusive remedy relating to such activity.

5. Does accepting this agreement waive my claims against GlobalXtreme for interference, disruption, or incompatibility with other services, systems, or equipment?

• Yes, by accepting this agreement, you waive all claims against GlobalXtreme for interference, disruption, or incompatibility between the GlobalXtreme Equipment or the Service(s) and any other service, systems, or equipment.

6. What should I do if there is interference, disruption, or incompatibility between the GlobalXtreme Equipment or the Service(s) and other services, systems, or equipment?

• If you experience interference, disruption, or incompatibility, your sole remedy is to terminate the Service(s) in accordance with the "Termination" section of this agreement.

7. Will GlobalXtreme be responsible for resolving any interference, disruption, or incompatibility issues with other services, systems, or equipment?

• No, GlobalXtreme will not be responsible for resolving interference, disruption, or incompatibility issues with other services, systems, or equipment. It is your responsibility to address such issues and make the decision to terminate the Service(s) if necessary.

8. Are there any limitations on GlobalXtreme's liability for interference, disruption, or incompatibility with other services, systems, or equipment?

• Yes, GlobalXtreme's liability for interference, disruption, or incompatibility is limited to the remedies provided in the "Termination" section of this agreement.

9. Does the software or application installed on my Customer Equipment come with a warranty?

• No, we do not provide any representation or warranty that the software or application installed on your Customer Equipment is free from viruses or other harmful features. It is your responsibility to take precautions to protect your Customer Equipment from any potential damage caused by viruses or harmful features.

10. Can the presence of a virus or harmful feature on my Customer Equipment result in the termination of the Service(s)?

• Yes, we may, at our sole discretion, choose to terminate all or a portion of the Service(s) if a virus or other harmful feature or software is found on your Customer Equipment. However, termination is not mandatory and depends on the circumstances.

11. If virus check software is installed on my Customer Equipment, can it guarantee the detection and correction of all viruses?

• No, even if we decide to install or run virus check software on your Customer Equipment, we do not guarantee that it will detect or correct all viruses. The effectiveness of the virus check software may vary.

12. Will there be any additional charges if a service call is required to address a virus or harmful feature on my Customer Equipment?

• Yes, you may incur additional charges for any service call related to the detection and removal of a virus or other harmful feature on your Customer Equipment.

13. Who is responsible for any damage or loss of hardware, software, files, or data resulting from a virus or other harmful feature?

• Neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners will have any liability for damage or loss of hardware, software, files, or data caused by a virus, harmful feature, or any attempt to remove them, except in cases of gross negligence or willful misconduct.

14. Can the installation of special software or applications or access to web portals cause disruption or loss of files on my Customer Equipment?

• Yes, as part of the installation process, system files on your Customer Equipment may be modified, which could disrupt normal operations and potentially result in the loss of files. We do not guarantee that such modifications will not cause disruptions or loss.

15. What is the recommended course of action to protect files on my Customer Equipment?

• It is important to back up all files to another storage mechanism as a precautionary measure. You acknowledge the importance of backing up files and accept the associated risks if you decide not to do so. Neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners will be liable for any damage or loss of software, files, or data.

16. Do you use third parties to provide components of the Service(s)?

• Yes, we may utilize third parties to provide various aspects of the Service(s), including their services, equipment, infrastructure, or content.

17. Are you bound by any undertakings, representations, or warranties made by third-party agents or employees?

• No, we are not bound by any undertakings, representations, or warranties made by third-party agents or employees if they are inconsistent with the terms of this Agreement.

18. Who is responsible for the performance of third-party services, equipment, infrastructure, or content?

• We are not responsible for the performance or non-performance of third-party services, equipment, infrastructure, or content, even if they are components of the Service(s). Any questions or concerns regarding these should be addressed to the respective providers.

19. Do you endorse or warrant third-party products, services, or content distributed or advertised over the Service(s)?

• No, we do not endorse or warrant any third-party products, services, or content that are distributed or advertised over the Service(s).

20. What types of losses, damages, or costs are not covered under this Agreement?

• Except as specifically provided in this Agreement, neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners shall have any liability for direct, indirect, incidental, special, treble, punitive, exemplary, or consequential losses or damages. This includes loss of profits, earnings, business opportunities, personal injuries, or death resulting from your reliance on or use of the GlobalXtreme equipment, Customer Equipment, or the Service(s).

21. Are you liable for any losses or damages resulting from mistakes, failures, or malfunctions related to the Service(s)?

• Except as specifically provided in this Agreement, we are not liable for any losses, claims, damages, expenses, liabilities, legal fees, or other costs resulting from mistakes, failures, or malfunctions related to the installation, maintenance, or removal of the GlobalXtreme equipment, Customer Equipment, or the Service(s). This includes interruptions, hardware or software breaches, deletion or corruption of files, delays in operation, transmission or performance failures, or any other errors or defects.

22. Are you responsible for any allegations or claims related to the infringement of third-party intellectual property rights?

• Except as specifically prohibited by law, neither GlobalXtreme nor its affiliates, suppliers, employees, agents, contractors, distributors, licensors, or business partners shall have any liability for losses, claims, damages, expenses, liabilities, legal fees, or other costs resulting from allegations or proceedings asserting that the use of the GlobalXtreme equipment, Customer Equipment, or the Service(s) infringes upon the intellectual property rights of any third party, including contractual rights, privacy, confidentiality, copyright, patent, trademark, trade secret, or other intellectual property rights.