GlobalXtreme Customer Support

How Can We Help You Today?

Getting Started

When was GlobalXtreme established and what services do you provide?

GlobalXtreme, under PT Internet Madju Abad Milenindo, started in 1996 and was established in 2002. We provide internet services that aim to empower people through knowledge and community. Our highly experienced team manages internet packages using our reliable fiber optic and wireless network to ensure optimal service quality.

What types of packages are available, and how can they meet customers' needs?

GlobalXtreme offers a variety of packages designed to cater to customers' specific requirements. These packages are tailored to provide suitable services based on individual needs. Our aim is to ensure customer satisfaction by offering options that best suit their preferences.

Where are GlobalXtreme's branches located, and how do you ensure compliance with regulations?

Currently, GlobalXtreme has branches in Bali, Malang, Balikpapan, and Samarinda. We believe in conducting a clean and transparent business operation, adhering to all standard requirements set by the Indonesian government law regulations. Our commitment is to provide reliable and compliant services to our customers.

Can I purchase or rent equipment through GlobalXtreme?

Yes, you can buy or rent equipment through GlobalXtreme's services. The equipment may be offered by GlobalXtreme or a third party.

What do I need to use GlobalXtreme's services

To use GlobalXtreme's services, you will need compatible hardware and software. Please ensure that your devices meet the necessary requirements for optimal performance.

How might the performance of GlobalXtreme's services be affected?

The performance of GlobalXtreme's services may be influenced by factors such as the compatibility of your hardware and software. It's important to ensure that you have the necessary equipment for optimal service performance.

Can I use GlobalXtreme's services outside of my residence?

No, GlobalXtreme's services are specifically designed for use in your residence (Location). The services may not be available or optimized for use in other locations.

General Information

Charges, Fees, and Taxes You Must Pay

1. What charges am I responsible for when using GlobalXtreme's services?

You are responsible for paying all charges associated with the services, including installation fees, service calls, monthly service fees, equipment charges, purchases or rentals, measured and per-call charges, applicable taxes and fees, and any fees or assessments imposed by governmental bodies.

2. Will I be informed about the pricing and fees before ordering or activating the service?

Yes, we will provide you with notice of applicable pricing at the time of your order and/or activation. You will receive information about standard pricing applicable at the end of any promotional period through our rate card or other notice.

3. Will I be notified of any changes in the standard prices or fees?

We will generally notify you of any changes in our standard prices or fees, unless the change is related to governmental or quasi-governmental taxes, fees, or assessments. In such cases, we may not provide notice, except where required by applicable law.

4. Am I responsible for paying government-imposed fees and taxes?

Yes, you are responsible for paying any government-imposed fees and taxes that become applicable, whether imposed on you or us. This includes retroactive fees and taxes.

5. Are there any specific programs or services that may incur additional fees?

Yes, certain programs such as public, educational, and governmental access, universal service, telecom relay services, rights-of-way access, and programs supporting the justice system may involve additional fees. You may also have payment obligations imposed by governmental or quasi-governmental bodies for the sale, installation, use, or provision of the services.

How We Will Bill You

1. What is the minimum term for GlobalXtreme's Service(s)?

The minimum term for our Service(s) is 1 (one) year. However, the Service(s) are provided to you on a month-to-month basis, meaning you can continue using them beyond the minimum term without any obligation.

2. How often will I be billed for the Service(s)?

You will be billed monthly, in advance, for recurring Service charges, equipment charges, and fees. The billing cycle starts before the upcoming month to ensure continuous service.

3. When do I need to make the first payment for the Service(s)?

It is necessary to pay the first month's service charges, GlobalXtreme equipment charges, deposits, activation fees, and installation charges on or before the day of installation. This ensures that all necessary payments are made before utilizing the Service(s).

4. Will there be separate billing for certain Service(s)?

Yes, for some Service(s) that are provided individually, you may receive separate bills after they have been provided to you. These bills will reflect the charges specific to those particular Service(s).

5. What happens after a promotional period ends?

If you receive Service(s) under a promotion, regular charges for the Service(s) will apply after the promotional period ends. It's important to review the terms and conditions of the promotion to understand the changes in pricing or fees that will occur.

Payment Cycle

1. What is a Billing Statement and when will I receive it?

A Billing Statement is a summary of all recurring invoices, including one-time charges. It includes details of equipment purchases or maintenance fees. You will receive your billing statement via email on the 25th of the month prior to when the payment is due.

2. What happens if I don't receive the billing statement?

GlobalXtreme is not responsible for any failure in receiving the billing statement. It is important to ensure that you have provided the correct email address and regularly check your email inbox, including spam or junk folders. Failure to receive the billing statement does not extend the payment period.

3. What is the due date for payment?

The due date for payment is the first (1st) of the recurring month. It is important to make the payment on or before this date to avoid any interruption in the Service(s).

4. What happens if I fail to pay by the due date?

If you fail to pay by the third of the recurring month, our automated billing system will automatically disconnect the Service(s) on the fourth of the recurring month. However, once payment is received, the Service(s) will be reinstated within a maximum period of 24 hours.

5. How can I make a payment for the Service(s)?

GlobalXtreme provides various payment methods, including online payment options and bank transfers. The accepted payment methods will be specified in the billing statement. It is important to follow the provided instructions for making the payment to ensure it is properly processed.

Tax Invoices

1. Who is eligible to receive tax invoices?

Only corporate customers who have completed the necessary documents and have a minimum subscription fee of IDR 500,000.00 per month are eligible to receive tax invoices.

2. How and when will tax invoices be sent?

Tax invoices will be sent via email to the address specified during registration on either the 5th or the 30th of each month, based on the transaction date.

3. Can I make changes to a tax invoice?

Tax invoices that require alterations will be amended in the upcoming month. It's important to note that issued tax invoices cannot be altered.

4. How do I request a tax invoice?

If you require a tax invoice, you must inform GlobalXtreme in advance by filling out the Tax Invoice Inquiry Form. Only tax invoices for the current and future month(s) can be issued.

5. What if my subscription fee is below the minimum requirement for tax invoices?

Corporate customers with a subscription fee below the minimum requirement must register under an individual's name. If the corporation's name is used, a tax invoice will not be issued, and the tax will be aggregated.

Third-Party Charges That Are You Responsibility

1. What are third-party charges that I may be responsible for?

Third-party charges refer to fees incurred when accessing online services, making calls to parties that charge for their telephone-based services, or purchasing/subscribing to other offerings through the Internet or interactive options on your TV Service. These charges are separate from the amounts charged by GlobalXtreme.

2. Who is responsible for paying these third-party charges?

You are solely responsible for paying all charges incurred with third-party service providers, including any applicable taxes. These charges are not included in the amounts charged by us.

3. How can I determine the amount of third-party charges?

The specific charges and rates for third-party services will vary depending on the service provider. It is recommended to review the terms and conditions of the third-party service or contact the respective service provider for detailed information about their charges.

4. Will the third-party charges be included in my monthly bill from GlobalXtreme?

No, the charges incurred with third-party service providers will not be included in your monthly bill from GlobalXtreme. You will receive separate billing statements or invoices from the respective third-party providers for their services.

5. Can GlobalXtreme assist with any billing or payment issues related to third-party charges?

GlobalXtreme is not responsible for managing or resolving billing or payment issues related to third-party charges. Any concerns or inquiries regarding these charges should be directed to the respective third-party service providers.

Alternative Billing Arrangements

1. What are alternative billing arrangements?

Alternative billing arrangements refer to situations where we provide billing services on behalf of third parties. This means that we handle the billing process for charges incurred through these third parties.

2. Who is responsible for paying the charges associated with alternative billing arrangements?

The responsibility for paying the charges lies between you and the third party. The payment terms and conditions for these charges are determined by the contract or arrangement that you have with the third party.

3. What should I do if I have a dispute with a third party regarding these charges?

In case of any dispute regarding the charges between you and the third party, we will not be involved or responsible for resolving it. It is your responsibility to communicate and address any billing disputes directly with the relevant third party.

Payment Information

Payments are able to be made via BCA Virtual Account, Mandiri Virtual Account which is shown on the billing statements sent each month, Cash, Debit or Credit Card at our local offices, or Online through our website at our Portal Login.

How to pay your bill

To make bill paying as hassle-free as possible, we offer several easy ways for you to pay:

Select the method you’d like to pay your bill:

Online transfers through your Virtual Account

Did you know? When you subscribe to GlobalXtreme, we create two virtual accounts for you—one with BCA Bank and another with Mandiri Bank—to make your bill payments easier.

You can find your virtual bank account numbers in the billing information we send you.

To make payments, simply transfer funds to your virtual accounts through BCA Bank or Mandiri Bank. Just so you know, you can also make payments from banks other than BCA or Mandiri.

So, don't worry if you don't have an account with either of those banks. All you need to do is initiate a bank transfer to one of your virtual accounts.

For detailed instructions on how to make the transfer, visit this link: http://bit.ly/3HiQDba

E-Money and E-Commerce (DANA, Gojek, Tokopedia, Shopee, Blibli, Bukalapak)

You can make your Internet payments through mobile applications such as E-Money and E-Commerce. Some of the applications that collaborate with us for payments include DANA, Gojek, Tokopedia, Shopee, Blibli, and Bukalapak.

The payment process in these mobile applications is very easy and follows similar steps across different platforms.

Here is an example of the payment flow using one of the most widely used applications in Indonesia, Gojek:

Open your Gojek application.
Select the "GoTagihan & Pulsa" menu.
In the biller name search field, type "GlobalXtreme" and select it.
Enter your GlobalXtreme account user ID (which can be found in the billing statement sent via email, usually consisting of initials and numbers), then click “Next.”
There, you can see the total amount due for your bill. Make sure to top up your GoPay balance if you want to pay using GoPay.
Select the "Other Payment Methods" menu if you prefer to use alternative payment methods such as GoPayLater, debit/credit cards, or bank transfer.
Once you've chosen your payment method, click the "Pay Now" button and enter your PIN/passcode in the Gojek app for verification.
After your payment is successful, your Internet subscription package will automatically extend for the following month.

For other online payment methods, you can use the MyGX app. Here is the link to download our app:

Android
iOS

Over-The-Counter (Alfamart, Alfamidi, Dan+Dan)

If you prefer to pay in cash, don't worry. You can pay your Internet bill at Alfamart, Alfamidi, or the nearest Dan+Dan store to your location. How do you do it? It's really easy—just follow our instructions below.

Download the MyGX app from the App Store or Play Store using the following links:
Android
iOS
Once you access the customer website or MyGX app, log in using the username provided on your billing invoice.
If you've forgotten or don't know your password, simply click on "Forgot Password" and enter the email address you registered with when you first subscribed to GlobalXtreme. We will send you a password reset link to your email.
After successfully logging in with your username and password, it's time to proceed to the payment step. You can view the details of your bill in the left column, and when you're ready to make the payment, simply click the "Pay Now" button.
Several payment methods will appear; just select the "Over-The-Counter" option.
You will then receive a payment code for use at Alfa Group. This payment code is valid for 8 hours, and if you haven't made the payment within the specified time limit, you will need to repeat the same steps.
You can take a screenshot or note down the payment code and show it to the cashier at Alfamart, Alfamidi, or Dan+Dan so they can process your payment.
After your payment is successful, your internet subscription package will automatically extend for the following month.

If you prefer a faster method, you can use online transfers method through virtual account.

Visit the nearest GlobalXtreme office in person.
You can also visit the nearest GlobalXtreme office in person. Our friendly staff will be happy to assist you with your payment and any other inquiries you may have. Please refer to our website or contact our customer service for the address and operating hours of the nearest office.

Payment by Credit Card or Check

1. Can I use any credit card to pay for the Service(s)?

Yes, you can use any credit card to pay for the Service(s). However, the use of your credit card is subject to the terms and conditions of the applicable card issuer agreement.

2. What happens if payment is not received from my credit card issuer?

If we do not receive payment from your credit card issuer or its agents, you are responsible for paying all amounts due upon our demand. It is important to ensure that your credit card payments are processed successfully to avoid any interruption in the service.

3. Can I amend or modify the Agreement by adding special notes or endorsements on my payment checks?

No, you may not amend or modify the Agreement by adding restrictive endorsements such as "paid in full" or any other statements or releases on or accompanying checks or other payments accepted by us. Such notations will not have any legal effect and will not alter the terms of the Agreement.

Impact of Payment Delays or Failures

1. What happens if I fail to make payment by the due date?

If you fail to make payment by the due date, you may be billed fees, charges, and assessments related to late or non-payments.

2. Are the fees for late payment considered interest or penalties?

No, the fees for late payment are not considered interest or penalties. They are liquidated damages intended to cover our reasonable costs resulting from late payments and non-payments.

3. Will I be responsible for collection costs if you use a collection agency or attorney?

Yes, if we use a collection agency or attorney to collect money owed by you, you agree to pay the reasonable costs of collection, including collection agency fees, attorneys' fees, and arbitration or court costs.

4. What happens if I change my contact information without notifying you?

If you change your contact information without notifying us, you will be responsible for any costs and liabilities incurred by us or our collection agent as a result of attempting to collect the debt using the provided contact information.

5. Can my Service(s) be suspended or disconnected if I fail to pay the full amount due?

Yes, if you fail to pay the full amount due, we may, at our sole discretion and in accordance with applicable law, suspend or disconnect any or all of the Service(s) you receive without reducing the fees or charges.

6. Will I need to pay additional fees when resuming the Service(s) after a suspension?

Yes, if you resume the Service(s) after a suspension, we may require you to pay additional installation or activation fees, in addition to all past due charges and other fees.

7. What are my responsibilities regarding billing questions or disputes?

If you have a billing question or wish to dispute a charge, you must contact us within 30 days of the date on the bill. Failure to do so will waive your rights to dispute or request credits.

8. Can I request a billing credit?

Yes, you can request a billing credit, but you must do so within 30 days of the date on the bill.

9. Are the late payment fees calculated based on specific costs incurred?

The late payment fees are a reasonable estimate of our costs resulting from late payments and non-payments. The exact costs incurred cannot be determined in advance due to various factors.

10. Is there any reduction in fees or charges if the Service(s) are suspended or disconnected?

No, there is no reduction in fees or charges if the Service(s) are suspended or disconnected due to non-payment.

Security Deposits and Refunds

1. Will I be required to pay a security deposit when activating the Service(s)?

Yes, we may require you to pay a security deposit when you activate the Service(s).

2. When will my security deposit be refunded?

Your security deposit will be refunded within thirty (30) days of Service disconnection and the return of all GlobalXtreme Equipment, or as specified by applicable law. The refund amount will be equal to the credit balance on your account, if any, minus any amounts due on your account.

3. How long do I need to keep my account in good standing to receive a refund of the security deposit?

In order to receive a refund of the security deposit, your account must remain in good standing for at least twelve (12) months upon full disconnection of all Services.

Changes to Services

1. Can GlobalXtreme change the Service(s), rates, and charges without notice?

Yes, subject to applicable law, GlobalXtreme has the right to change the Service(s), GlobalXtreme Equipment, rates, and charges at any time, with or without notice to you.

2. How will GlobalXtreme notify me about changes to the Service(s) and our relationship?

GlobalXtreme may deliver any notice concerning changes to the Service(s) and our relationship through various means, such as posting it on the website Link. www.globalxtreme.net. or any other notified website, sending it by mail or hand delivery to your Location, sending an email to the email address associated with your account, or including the information on or with your bill for the Service(s).

3. How should I stay informed about important information regarding the Service(s) and this Agreement?

It is your responsibility to regularly check your postal mail, email, service texts, and all postings on Link, www.globalxtreme.net or any other website that you have been notified about. GlobalXtreme may use these methods to notify you about important information regarding the Service(s) and this Agreement.

4. Can I cancel my Service(s) if a material change negatively affects me?

Yes, if a material change negatively affects your Service(s), you have the right to cancel your Service(s).

5. What happens if I continue to receive the Service(s) after a change has been made?

If you continue to receive the Service(s) for more than 30 days after a change has been made, it will be considered as your acceptance of the change.

Termination

1. How long does the Agreement remain in effect?

The Agreement is in effect from the activation of the Service(s) until it is terminated as specified in the Agreement or any addendum, or until it is replaced by a revised Agreement. Charges for the Service(s) start on the day your Internet is activated and the Official Activation Report is received.

2. Can I terminate the Agreement at any time?

Yes, unless your Service(s) are subject to our minimum term agreement, you have the freedom to terminate the Agreement for any reason. You can notify us by either: (1) sending a written notice to our local business office, (2) sending an electronic notice to the email address specified on Link www.globalxtreme.net, or (3) calling our customer service during normal business hours at least 30 days before the termination date. Before proceeding with the termination, we may verify your identity and confirm your decision.

3. Will I still be charged fees after termination?

All applicable fees and charges for the Service(s) will continue to accrue until the Agreement is terminated, the Service(s) is disconnected, and all GlobalXtreme Equipment has been returned. However, we will refund all prepaid monthly service fees charged for Service(s) after the termination date, except for non-refundable fees and charges. Any outstanding amounts due for the Service(s), affiliate services, GlobalXtreme Equipment, or other applicable fees and charges will be deducted from the refund.

4. How can GlobalXtreme terminate the Agreement?

We reserve the right to terminate the Agreement in accordance with applicable law. We may do so immediately and without notice if: (1) your use of the Service(s) doesn't comply with the requirements stated in the Agreement, (2) your use interferes with our ability to provide the Service(s) to you or others, (3) there's a reasonable belief that your use may violate laws, regulations, or usage instructions, (4) your use endangers the health and/or safety of our personnel or third parties, or (5) you engage in threatening, harassing, or inappropriate behavior towards our personnel. It's important to note that our action or inaction in this regard does not imply approval of your or other users' use of the Service(s) or transmitted information.

5. What are my obligations upon termination of the Agreement?

Upon termination, you are obligated to: (1) immediately cease all use of the Service(s) and return all GlobalXtreme Equipment, (2) return all GlobalXtreme Equipment within ten (10) days in working order, excluding normal wear and tear. Failure to return the equipment may result in its forceful removal by GlobalXtreme. PT Internet Madju Abad Milenindo, as the title owner of the GlobalXtreme Equipment, has the right to retrieve any equipment not returned. If requested during regular business hours and at a mutually agreed-upon time, you will allow us and our agents to access the premises to retrieve all GlobalXtreme Equipment and other materials provided by us.

6. Can GlobalXtreme terminate or suspend my service without notice?

Yes, subject to applicable law, GlobalXtreme reserves the right to terminate or suspend your Service(s) without prior notice. This action may be taken if we determine that: (1) your use of the Service(s) doesn't comply with the requirements outlined in the Agreement, (2) your use interferes with our ability to provide the Service(s) to you or others, (3) there is a reasonable belief that your use may violate laws, regulations, or usage instructions, (4) your use endangers the health and/or safety of our personnel or third parties, or (5) you threaten, harass, or use vulgar and/or inappropriate language towards our personnel. It's important to note that our action or inaction in this regard does not imply a review or approval of your or any other users' use of the Service(s) or transmitted information.

7. What are the obligations I have if the Agreement is terminated?

Upon termination of the Agreement, you are required to: (1) immediately stop using the Service(s) and GlobalXtreme Equipment, and (2) return all GlobalXtreme Equipment to our local service center or our designated location within ten (10) days, except for normal wear and tear. Failure to return any GlobalXtreme Equipment may result in forceful removal by GlobalXtreme. As the title owner of the GlobalXtreme Equipment at all times, PT Internet Madju Abad Milenindo has the right to retrieve any equipment that is not returned. Additionally, upon our request during regular business hours and at a mutually agreed-upon time, you must allow us and our agents to access the premises to remove all GlobalXtreme Equipment and other materials provided by us.

8. What actions can lead to the suspension or termination of my Service(s)?

Your Service(s) may be suspended or terminated if: (1) we find that your use of the Service(s) does not conform to the requirements stated in the Agreement, (2) your use interferes with our ability to provide the Service(s) to you or others, (3) we reasonably believe that your use of the Service(s) may violate any laws, regulations, or written and electronic instructions, (4) we reasonably believe that your use of the Service(s) endangers the health and/or safety of our personnel or third parties, or (5) you engage in threatening, harassing, or use vulgar and/or inappropriate language towards our personnel.

9. Will GlobalXtreme review or approve my use of the Service(s) during suspension or termination?

No, our actions or inactions under the Suspension or Termination section should not be interpreted as a review or approval of your or any other users' use of the Service(s) or information transmitted by or to you or other users. These actions are taken to enforce compliance with the Agreement and ensure the smooth provision of services.

10. Are there any refund policies in place upon termination?

Upon termination, GlobalXtreme will refund all prepaid monthly service fees charged for the Service(s) after the termination date, excluding non-refundable fees and charges. However, any outstanding amounts due for the Service(s), affiliate services, GlobalXtreme Equipment, or other applicable fees and charges will be deducted from the refund.

Understanding Your Bill

Bill Overview

Your Billing Statement provides a clear and concise summary of all your billing information. You can access your Billing Statement at any time by signing in to your Customer Portal. Below is a detailed explanation of the components within your statement:

The Billing Date refers to the date when your bill was generated. Any changes in service or payments made after this date will appear on your next Billing Statement.
The Billing Period refers to the dates for which you are being charged. Any additional charges or payments made after this period will appear on your next Billing Statement.
Your Previous Balance represents charges accumulated on your last Billing Statement. Your payments for this Previous Billing Statement will be displayed on Payments Since Last Bill. You can see any remaining charges from your last Billing Statement on Balance Forwarded.
Your new charges have accumulated over the billing period of this current Billing Statement. This includes your Subscription Fee, One-Time Charges, Taxes, and Other Fees.
A summary of all your current bills and the total amount due on this Billing Statement.
An overview of your Billing Statement and your GlobalXtreme customer credentials.
A breakdown of all your bills and invoices.
Your BCA Virtual Account details.

Trouble Accessing My Bill

No need to worry, we’re here to help.
There are several reasons why you may have trouble accessing your bill online. Below are some of the issues that may occur.

Forgot your Username or Password?
No problem, just click on Find My Username or Forgot Password and follow the instructions to reset it.
I can access my account, but why can’t I view my bill?
It’s possible that the bill is not yet available. To receive a notification when your bill becomes available, access the notification center in the MyGX app.
Having firewall conflicts?
If you’re trying to access your online bill from behind a firewall and receive an error, you can temporarily disable the firewall. Refer to your firewall hardware/software instructions for information on how to temporarily disable the firewall. If you are trying to access your online bill from a location where you cannot disable the firewall, try accessing your bill from a different location.
Why Did My Bill Go Up?

Reason #1:

The addition or replacement of hardware is necessary to improve or enhance your Internet performance. Our maintenance technicians will carry out the hardware addition or replacement with your approval to ensure your Internet returns to normal or becomes faster.

Reason #2:

A request for a package upgrade or additional services may result in a pro-rated billing, as the request was made and processed in the middle of the month.

Reason #3:

There is an outstanding bill from the previous month that has not been paid yet.

Getting Started

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.

Connectivity

No Connection

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

Turn off your router (the device that provides your internet connection) by unplugging it.
Wait for about a minute.
Plug your router back in and turn it on.
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 have a virus, or it might be running low on storage. Try running a virus scan if you have one, or deleting some old files or programs you no longer need.
If you're trying to stream multiple videos at the same time, it might be too much for your internet to handle. Try limiting your activities to one task at a time.
Items in your home, like TVs, microwaves, walls, or even floors, can interfere with your Internet signal. Try moving your router to a different location to see if it improves the connection.
If you're using your Transvision TV Video-on-Demand service to watch multiple shows or movies at the same time, it could slow down your internet. This happens because they share the same connection to your home. Try watching fewer shows or movies simultaneously.

We hope this helps! Let us 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 visiting websites like speedtest.net, fast.com, or nperf.com. These sites will show you your current Internet speed.

There are also tools, like SG TCP Optimizer or Ashampoo Internet Accelerator, that can help speed up your Internet by adjusting some settings on your computer. Keep in mind, these tools only work on Windows computers.

If you use both a wired connection (via cable) and Wi-Fi, you need to apply these tools in both modes. After that, restart your computer to allow the new settings to take effect.

There are also some factors that can slow down your Wi-Fi:

The distance between you and your Wi-Fi router (the device that provides your Wi-Fi signal).
The type of device you're using. For instance, some tablets may not use the internet as quickly as computers can.
Household items like microwaves and baby monitors can interfere with your Wi-Fi signal.
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 upgrade to a better 5GHz router.

Additionally, if your Wi-Fi signal is weak and doesn’t reach all corners of your house, you might need to install additional routers in different locations to ensure the Wi-Fi network covers the entire area.

Equipment

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

Home Network

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

To remotely access your router and change the password, follow these steps:

Make sure you are connected to the Wi-Fi network for which you want to change the password. You can use any device such as a smartphone, laptop, or PC.
If you're already connected to the Wi-Fi network, download the 'Fing' application from the Play Store or App Store.
Once you have installed the 'Fing' application, ensure that your device is still connected to the Wi-Fi network.
Open the 'Fing' application and scan for the router's IP address. You can do this by clicking on the 'Scan for Device' option in the menu.
After the scan, the router's IP address will appear. The standard IP address is usually 192.168.0.1, but it could be different. If you're unsure, you can take a screenshot of the scan result and send it to our Technical Support for further assistance.
Next, open a web browser like Chrome on your smartphone, laptop, or other device.
In the URL or search box, enter the router's IP address (e.g., 192.168.0.1) and press Enter.
A login screen will appear where you need to enter the router settings. Use the following credentials:
- Username: admin
- Password: xtreme (if the password doesn't work, you can try using either xtreme388X or admin).
Once you have entered the settings menu, navigate to the "Advanced Settings" or similar option.
Look for the "Wireless" menu and click on the "Wireless Security" submenu.
In the Wireless Security menu, you can change the password as desired. Make sure the new password is at least 8 characters long.
After changing the password, click on the "Save" or "Apply" button and then reboot the router.
Please note that the router menu and settings may vary depending on the brand. However, the menus and settings are generally similar, and the password can usually be found in the "Wireless Security" or similar menu. If you have trouble finding the menu, you can take a screenshot and send it to our Technical Support for further assistance.

Remember to always keep your new password secure and confidential.

Connect Devices to Wi-Fi

What kind of personal information does GlobalXtreme collect?

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.

How does GlobalXtreme use my personal information?

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.

Can I opt out of GlobalXtreme's mailing list?

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.

How is non-personal information collected and used?

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.

What is done with information regarding customer activities?

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.

How is personal information used for identity verification and service determination?

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.

Can I opt out of receiving important notices from GlobalXtreme?

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.

Who is responsible for the information provided to third parties, such as credit/debit card or banking information?

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.

How is the protection of your information and marks ensured?

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.

What happens to your data and information upon termination of the Agreement?

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.

Can GlobalXtreme and its agents monitor and record your communications?

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.

Programming & Features

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

Equipment Premises

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.