GCET

GCET Local Community Broadband offering Internet, TV & Phone Service for Greenfield MA

THE GCET MISSION: To provide reliable, low cost Internet, TV and Phone service to Greenfield residents and businesses.

02/12/2026

Thursday 2/12/26
Update - 4:07pm

Residential Internet service is back up. If you do not reconnect automatically, please cycle your router by unplugging the power cord from the back of your router. Wait 20 seconds and then plug it back in.

A couple things:

- After an outage the network can be a little unstable for a bit. Your speeds may fluctuate and a few of you may even have to power cycle again.

-TV links are being worked on now and we are hopeful they will come up soon.

Thank you so much for your patience and your restraint. This was terrible for everyone. We sincerely apologize and we will begin work on revising our network plan to better safeguard the stability of the network as soon as we have completed the work of helping everyone reconnect.

02/12/2026

Thursday 2/12/26
Update - 3:25pm

We have identified the issues causing the disruptions in our network. We have begun working on making changes to the network to try to correct these issues. So - in plain language...We are not telling you that everything is OK yet, but we have made a lot of progress in the last few hours. We are actively working on fixes and we will keep you informed.

We also want to say that we have seen many good suggestions about how we can improve our communication during this crisis. We hear you. After the network is fixed, we will collect these suggestions to incorporate into a better communications plan going forward. When it is done, we will share it with everyone.

Thank you so much for you patience. we get that this sucks, and we are doing our utmost to get things up and running.

02/12/2026

From The Chair of the GCET Board of Commissioners

As some of you may know, I serve as Chair of the volunteer GCET Board of Commissioners. Since the start of the outage, I have refrained from posting because I have had no more information to share than what has been communicated by the GCET team. That remains the case today.

As both a board member and a GCET customer, I have lost sleep over this situation. I have heard from many friends and community members about how this outage has negatively impacted them. It is always frustrating to be in a position where you want to help but have little you can offer.

Here is what I can share. A critical piece of hardware failed on Monday morning , equipment that costs well over $100,000. For a community internet provider, keeping a spare of that magnitude is not typical. When GCET contacted the hardware supplier, they initially attempted to repair the existing equipment. That effort delayed the shipment of a replacement unit. After all repair options were exhausted, the hardware vendor agreed to ship new equipment.

Once the new unit arrived, it was installed quickly. However, the vendor then advised that a complete system update would be required. While the GCET team believed this would be more complicated than it sounded, the vendor did not offer an alternative path. As someone noted in an earlier post, an update of this scale can trigger the need for additional changes. The update required by the vendor took multiple hours to install. It did trigger the need for additional changes and the work to address those changes had been ongoing since early evening yesterday. As of approximately 3:15 this morning, those changes have been addressed and work on the original problem has resumed.

At the moment, approximately half of GCET customers have service. Half do not. We are working on resolving this issue. That is where we are.

Although this message does not change the timeline for resolution, I wanted to share what I can. The GCET team is working around the clock to restore service. They understand the frustration and anger many are feeling. They are not only employees, they are also community members and GCET customers. Their work is personal, and they know many of the people affected. That is not an easy place to be, especially when they feel the frustration directed at them.

Like you, I hope we are nearing the end of this situation. Once service is fully restored, the board and the GCET team will meet to review what happened, determine how we can improve moving forward, and discuss how to restore confidence in GCET. I am confident we will learn from this and ultimately emerge stronger.

I am sharing this because I felt it was important to provide another voice. At this time, I will not be responding to individual questions. The GCET team will continue to provide updates via Facebook and email. The board will have more to share once service is restored and we have had the opportunity to fully review these past several days.

Thank you for supporting your community-owned internet service provider.

Tim Farrell

02/11/2026

8:46 Update - The new router has been installed; however the vendor required a lengthy software update that is making configuration take much longer than expected. We are continuing to work with the vendor support team to reconfigure the equipment. We sincerely apologize for the delay and understand everyone's frustration.

4:28 Update - We continue to work on getting the new router fully configured. We will be working into the evening so we can reconnect people as soon as possible.

1:45pm Update - The new router is installed. Configuration work to finish fully connecting the network is taking a little longer than anticipated. We are working through it and will update again soon. Thank you for your patience.

*Reconnection Update*

We have received the new router and are beginning the installation process.

During the next 1-2 hours, you will likely lose connection to GCET services. This is a normal result of the new router installation process. Once we have confirmed successful installation of the new router, we will inform all customers. If you are still having trouble connecting after that, please power cycle your router by unplugging the power cord from the back of your router, waiting 20 seconds and plugging it back in. If you continue to have problems, please contact us at 413-775-6400.

Thank you for your patience and we look forward to getting you reconnected!

02/10/2026

*Internet Outage Update*

We have continued to work to restore service while we wait for our replacement router to arrive. We have instituted a short-term partial fix that should allow an additional 600 customers to reconnect. Due to the nature of the hardware fault, we are not able to direct or determine which customers will reconnect. Please check your service to see if you have reconnected. In addition to our earlier work, this will mean we have reconnected almost half of our customers. We will continue to look for additional workarounds, and we are still on track to have our replacement equipment arrive tomorrow.

We truly appreciate your patience during what we understand is a difficult and frustrating time.

02/10/2026

We have determined that our main router has developed a serious hardware fault that is impacting our ability to service customers. We have been able to restore some functionality, but the unit must be replaced. As is standard ISP practice for all equipment at this level of cost, we have a replacement insurance contract with our hardware provider, who is sending us a new router. Even with the fastest level of shipping available, the earliest it can get here is tomorrow. That means service will not be restored for most customers until sometime tomorrow afternoon or tomorrow evening.

We understand that this has real impact on people's lives. We are working to restore service as quickly as possible, and we will credit customers for the time they are out of service. We continue to try to restore some functionality to the damaged server and we will update you on any progress we make, but the most likely outcome now is that service will be restored sometime tomorrow afternoon or evening.

02/10/2026

Good morning
GCET personnel worked late into the evening last night and have been working since early this morning. Public safety, schools and other city services have been restored. However, the majority of customers are still down. We continue to work on the problem and make progress. We will have more updates for you later this morning .

02/09/2026

GCET is aware of a major outage for our internet service . We are working on identifying the problem and will update as we know more. Thank you for your patience as we get the service back online.

2:19 Our Engineers continue to work to identify the source of the problem. At this time there are customers out in multiple areas of the city. We will update this post again as soon as we know more . Our apologies and thank you for your patience.

3:49 Our engineers have narrowed the scope of their inquiry and are getting close to determining the exact nature of the problem. Once that is done, we can begin work on restoring service. We know this is taking longer than any of us would like. We appreciate your patience and we are doing everything possible to get service up and running as soon as we can. Thank you.

6:50 We have determined that there has been a hardware failure in an essential piece of our core system. We continue to work on fixing it , but it is possible that it will be sometime tomorrow before services are fully restored. We will continue to work on it tonight , and we will communicate more with you tomorrow morning. We are aware of the impact this has on people, so we are continuing to work on getting this corrected as soon as possible . We appreciate your patience and we will keep communicating with you as best we are able.

01/26/2026

GCET Offices are Closed today due to the storm. For Customer Service, please call 413-775-6400

08/29/2025

GCET will be closed on Monday, September 1st in honor of Labor Day.

08/10/2025

If you were without internet this morning, please power cycle your router. Please be sure the ethernet cord is still plugged in to port 5 and then unplug the power and wait 10 seconds before plugging it back in. Wait 5 minutes and your service should be restored.

As of 9am 8/11/25 all service was restored.
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We are still experiencing issues with 2 areas, the north portion of Birch and a section of Davis and Pierce. If you are in those areas, power cycling may provide you internet but it may be slow. We will dispatch our technician first thing tomorrow morning to trouble shoot these two locations. We apologize for the inconvenience.
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Updated 10:30am: Almost all service has been restored. There are two isolated access points that continue to not provide internet. We will need to dispatch our technicians to these locations first thing AM. We apologize for the issue this morning and appreciate everyone's patience.

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Update 10am: Our network team continues to work on the impacted equipment. We hope to have an ETR for the remaining impacted customers shortly.

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Update 8:15am: We have isolated the issue to one of our huts power supplies. We have restored power and internet was restored to most affected customers. However, we have one piece of equipment that is still having issues. We continue to work on restoring service to the remaining customers.
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We are aware of an issue with some people‘s Internet this morning. We are currently investigating the cause. We do not have an ETA of restoral at this time.

07/07/2025

Update at 5:30pm: GCET TV APP has been restored on Roku devices. If you missed your show, you can use the replay or DVR options to watch it.
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Our GCET TV app is currently down. Our partner is working to resolve the issue as quickly as possible. We will keep you updated. Thank you for your patience.

Address

324 Main Street, 2nd Floor
Greenfield, MA
01301

Opening Hours

Monday 8am - 4:30pm
Tuesday 8am - 5:30pm
Wednesday 8am - 4:30pm
Thursday 8am - 5:30pm
Friday 8am - 4:30pm

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