Troubleshooting 360 WiFi

360 WiFi is designed to be a “set it and forget it” system. But with any technology, sometimes things may not work as expected. Read on for some steps to take if you run into a problem.

The 360 WiFi network consists of two parts:

  1. The wired connection between the modem/SmartNID and the primary pod
  2. The wireless (cloud) connection between the primary pod, the remaining pods, and the app

Do you have WiFi 7 pods?

If you see WiFi 7 Certified on the back of your 360 WiFi pods, we've got info just for you.

Checking the wired connection

First things first, you want to make sure all the hardware is on and hooked up correctly. 

 

If you are setting up 360 WiFi for the first time, you’ll connect the first pod to your modem or SmartNID with an Ethernet cable. The status light on the pod should come on for a few seconds and then pulse slowly while searching for the network. If the light doesn’t come on at all, or starts blinking rapidly, try the troubleshooting steps below. 

360 WiFi app logo

PAUSE... You need the 360 WiFi app to continue.

The 360 WiFi app is different from the Quantum Fiber account app, but uses the same sign-in.

Once connected and during ongoing use, the status lights on the pods will remain off. If a pod shows as “Not connected” in the app, or if you are not getting an active WiFi signal, try these troubleshooting steps:

360 WiFi app Home screen, pods offline

Make sure you have power

Confirm that you have power to the outlets you're using. If not, try another outlet or resolve your power issue before continuing. Also make sure each WiFi pod is firmly plugged in. 

Make sure your internet connection is working

Check the light on the front of your SmartNID or the internet light on your modem. Is the light green? If yes, then your internet is working, and you can go on to the next step. If the light is red or off, there may be an outage or a problem with the equipment. Chat with tech support for further help.

Make sure the primary pod is plugged in correctly

Check the connection between your modem and the primary pod. 

  • One end of the Ethernet cable should be clicked firmly into a LAN port on the bottom of the SmartNID. If you're using a gateway modem, this might be called an Ethernet port.
  • The other end of the Ethernet cable should be clicked firmly into a LAN port on the bottom of the WiFi pod.
Diagram of smartNID connected to primary pod
bottom view of 360 WiFi pod with ports

Bottom view of new 360 WiFi pod

bottom view of smartNID with ports

Bottom view of SmartNID (C5500XK)

Try restarting the SmartNID or modem

Restarting can help to fix some connection issues. Unplug the power cord, wait at least 30 seconds, then plug it back in. Wait 2-3 minutes for it to fully boot up, then check again for a connection. If the modem or SmartNID does not connect to the network, chat with us for help from a technician. If your modem is connected to the internet but you still can't get your pod to connect, go on to the next step.

front view of C5500 or C6500 smartNID

NOTE: 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.

Try another pod

Unplug the Ethernet cable from the current primary pod and plug it into a different WiFi pod (the WAN port on the bottom). If that one works, then the first pod may be faulty and you can contact us for a replacement. If the second pod still doesn't connect, move on to the next step.

Try another Ethernet port

Try plugging the Ethernet cable into a different Ethernet (LAN) port on the modem or SmartNID. Check that both ends of the cable are fully clicked into place. If the new port works, then the first one may be faulty.

 

If you try the steps above and are unable to resolve the issue, move to the wireless connection section below. 

Checking the wireless connection

During initial setup, the Quantum Fiber 360 WiFi app locates the pods using Bluetooth and adds them to your network. If your pods aren’t connecting to the app, try these steps:
 

1.  Make sure the mobile device with the HomePass app on it is connected to the internet.

  • Test your internet connection by running a web search or attempting to refresh any app or webpage on that device.
  • If needed, refresh your device connection by turning off cellular data or LTE, then turning it on again.
     

2.  Check that Bluetooth on your mobile device is turned on.

  • Reset the Bluetooth connection by toggling it off and on again in your device settings.
  • Make sure Bluetooth isn’t already paired to another device. Some devices do not allow multiple Bluetooth connections at the same time.
     

3.  Plug the Ethernet cable from the SmartNID into a different pod. Sometimes swapping out the pods will fix connection issues.

 

If you try the steps above and are still unable to add pods to your network, there may be a hardware or network issue that requires help from a technician. Chat with tech support or sign in to contact us.

Need more help? Chat with us here, in the app, or from the account portal. If you prefer to call or email, 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.

Do you have WiFi 7 pods?

If you see WiFi 7 Certified on the back of your 360 WiFi pods, we've got info just for you.

Get the 360 WiFi app