There are a few things you can check if you run into one of these problems with your 360 WiFi network:
For slow or spotty WiFi problems, try our DIY Troubleshooting Guide for common fixes.
If you can access your network and pods, see some tips for optimizing pod placement.
Make sure all the hardware is on and hooked up correctly.
Note: Once connected and during ongoing use, the status lights on the pods will remain off.
Confirm that you have power to the outlets you're using and everything is firmly plugged in.
A simple restart can fix some connection issues. You can restart from the app or manually.
After you've restarted, look for a green light on the SmartNID to show it's connected to the internet. If the SmartNID does not connect, chat with us for help from a technician.
If your SmartNID and your mobile device are connected to the internet but you still can't get your WiFi 7 pod to connect, go on to the next step.
CAUTION: If you have a wall-mounted SmartNID, please be careful when restarting. Do not unplug the green wires on the bottom of the device. These are part of the fiber connection and should not be disconnected.
Check the connection between your SmartNID and the primary, wired pod.
WiFi 7 pod and setup
Wired pod - Plug the Ethernet cord into the 10G WAN/LAN port
Try plugging the Ethernet cord into a different Ethernet (LAN) port on the SmartNID. Check that both ends of the cord are fully clicked into place. If the new port works, then the first port may be faulty.
C5500XK
Plug in to the WAN/LAN1 port
C6500XK
Plug in to the 10G WAN/LAN port
Q1000K
Plug in to the 10G LAN port
If you try the steps above and are still unable to resolve the problem, there may be a hardware or network issue that requires help from a technician. Chat with tech support or sign in to contact us.
Control your 360 WiFi network with the Quantum Fiber app:
Need more help? Chat with us here, in the app, or from the account portal. If you prefer to call, you can do that too.
Do you have WiFi 7 pods?
If you see WiFi 7 Certified on the back of your 360 WiFi pods, we've got FAQs just for you.
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