Coronavirus (COVID-19) FAQs

At GTA, we stand committed to providing you access to a reliable network while maintaining our level of service to help you stay connected.

As we navigate through the COVID-19 pandemic together, we are here and ready to assist you any time and just about anywhere!

LIVE chat at www.gta.net
Email us at ask@gta.net
Customer Support Center (644-4482) open from 6 am to 12 am, daily

We’ve also put together a list of questions and answers that you might have regarding your services during this time:

Keeping You Connected Safely

GTA is still installing and repairing services at this time! This may change based on preserving the safety and security of GTA's workforce
The health and wellbeing of our customers and our employees is our top priority. We are following Government of Guam and CDC guidelines to put safety first when we need to enter a home to carry out essential work including repair or installation of broadband and home phone services.
Please expect a wait time of 2-5 days for repairs and 3-10 days for any new installations.
We appreciate your patience as we are working as quickly and safely as we can during this crisis to provide and maintain your service.

FAQs

Can I visit a GTA store for assistance?

Yes, you can! As circumstances surrounding COVID-19 develop, our store hours may change.

If I am unable to pay my bill on time because of COVID-19, will I be charged a late fee or have my services disconnected?

We want to ease any burden for the hardships that may occur as a result of the COVID-19 pandemic. If you are unable to pay your bill in full, GTA will not terminate your service, and we will waive all late fees through June 30, 2020. If you would like to make a partial payment, please contact us at 644-4482 or live chat with a representative at www.gta.net.

Since GTA is not terminating service and is waiving all late fees through June 30, does this mean I still need to pay my bill?

Yes, you are still required to pay your GTA bill in full. Right now, you have the flexibility to make partial payments with GTA by contacting us at 644-4482 or chat with us live at www.gta.net. However, after June 30, late fees may be assessed. If you are a business customer with an assigned Account Manager, please reach out to him/her to discuss your payment options.

Will my monthly payment go down since GTA is waiving fees and avoiding disconnections?

No. Unfortunately, your monthly payment amount will remain the same. To avoid paying a large accumulated amount all at once, we encourage you to make partial payments now and pay your remaining balance before/by June 30.

What happens if I don’t pay my bill?

After June 30, GTA’s normal late fee and disconnection policies will apply. Contact us via web, email, or phone for more information.

How do I pay my bill?

• Visit www.gta.net • Pay over the phone by calling us at 644-4482 • Pay by mail. Drop off box is also available at our HQ offices in Upper Tumon • Pay at our GTA retail locations (*See temporary store hours above) • We recommend you set up autopay to ensure you pay your bill time!

I want to sign up for autopay. How can I do this?

• Visit epay.gta.net. • If you’re a new user, all you need is a copy of your recent invoice and your account number. You can simply text, using your wireless phone, “Epay” to 4636 to retrieve your account and invoice info. If you’re an existing user, enter your credentials to log on. • Enter the payment account and your credit card details. • Enter the payment amount and your credit card details. Click on MAKE A PAYMENT for a one-time payment or SCHEDULE MONTHLY PAYMENT to set up autopay.

How can I find how balance due on my account?

To find out your balance due, text “Balance” using your wireless phone to 4636 to obtain your balance, past payments, and due date. You can also contact us at 644-4482, or chat with us LIVE at www.gta.net.

Can I change my current wireless postpaid plan?

Please contact us to determine what plans would be more suitable for you.

I’m currently on a prepaid plan. Can I change my plan at any time?

Absolutely! We have the flexibility and freedom to switch plans at any time.

I currently have GTA Home/Business Internet Services. Does GTA have data caps on Internet services?

More of our customers are conducting business remotely or taking part in distance learning during this COVID-19 pandemic. We are pleased to share that all our home and business internet plans offer unlimited service with no data caps.

Can I upgrade my home internet plan to a faster speed?

You can upgrade to a faster speed if available in your area! To see if fiber Internet speeds of 25 Mbps/50 Mbps speeds are available in your area, visit https://www.gta.net/internet/fiber-map/.