360 WiFi troubleshooting

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

The 360 WiFi network consists of two parts:

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

Checking the wired connection

The first thing you need is an internet signal and a wired connection to the first pod.

 

If you are setting up 360 WiFi for the first time, you’ll connect the first pod to the modem 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. 

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

360 WiFi app screenshot, pods offline

Step 1: Check for power

Confirm that the outlet the pod is plugged into has power. 

Step 2: Check for an internet connection

Check the internet light on your modem. If it is red or off, there could be a network outage or a connection problem with the modem.

Step 3: Reboot the modem

Allow enough time (about 2-3 minutes) for it to come fully back online before checking again for a connection.

Diagram of modem and wired connection to primary pod

Step 4: Check the primary pod

If the internet connection is good (the light on the modem is green), try plugging the Ethernet cable from the modem into a different pod. If that works, then the first pod may be faulty. 

Step 5: Check the modem port

If step 4 doesn’t work, try plugging the Ethernet cable into a different Ethernet/LAN port on the modem. Check that both ends of the cable are fully clicked into place on the modem and on the first pod. If a different modem port works, then one of the ports may be faulty.

 

If you try the steps above and are unable to resolve the issue, there may be a hardware or network issue that requires help from a technician. Chat with tech support through your Quantum Fiber app, or sign in to your online account to contact us.

Checking the wireless connection

During initial setup, the Quantum Fiber 360 WiFi app locates the pods using your device’s Bluetooth and adds them to your network. This means the app needs both an internet connection (see the previous section), and a Bluetooth connection to find the pods. If your pods aren’t connecting to the app, try these steps:

 

  • Check to make sure your mobile device is connected to the internet.
    • Test access by browsing to a webpage that is not saved, running a search, or attempting to stream music or video.
    • Try refreshing the connection by turning the cellular data or LTE off and back on.
       
  • Check to make sure your mobile device’s Bluetooth is turned on and ready to connect.
    • Try refreshing the Bluetooth connection by turning it off and back on in the device settings.
    • You may also check to make sure your device isn’t already paired to another device, as some devices do not allow multiple Bluetooth connections at one time.
       
  • Try plugging the Ethernet cable from the modem into a different pod. Sometimes swapping out the pods and using another one as the primary pod will fix connection issues.

 

If you try the steps above and are still unable to add pods to your network, you will need help from a technician to do this manually. Chat with tech support through your Quantum Fiber app or sign in to your online account to contact us.

Need more help? Our troubleshooting team is standing by. Find contact options in the Support tab of the app, or by signing in to your account