Find support for your app and equipment here:
SmartNID + Pod(s)
This is your WiFi equipment. The large item is your SmartNID (this is your fiber modem). You will see one smaller device plugged in next to it – this is a pod (mesh WiFi extender). The SmartNID (with pod) is typically located in a media panel in your home, in a closet or utility area. Or, these two devices may be mounted on a wall rather than inside a media panel. You may find additional pods in your home. The number of pre-installed pods is determined by the size of your home and WiFi coverage needs. These devices work together to blanket your home or small business with a seamless mesh WiFi network.
Q: Do I need the Quantum Fiber app?
A: Yes, the app is required for you to set up a WiFi network name and password. You will connect your smart devices to your WiFi network. You can manage your account from the app or sign in to this website.
Q: How do I sign in to the Quantum Fiber app?
A: Sign in to the Quantum Fiber app using your Quantum Fiber username and password. If you’re not sure if you have them, enter your email address and request a password reset.
Q: How do I set up and/or manage my WiFi features?
A: Your Instant 360 WiFi network was set up by a technician and should be fully optimized for your space. You can customize and manage your network using the Quantum Fiber app:
- Name or rename your network (SSID and password)
- Give your pod(s) a name
- Monitor signal strength
- Set and manage parental and content controls
- Set access schedules
- Pause devices
Q: How do I set or change my Instant 360 WiFi network name or password?
A:
- Sign in to the Quantum Fiber app.
- From the home screen, tap on Network Information.
3. Tap the WiFi section bar next to the icon. Or click above on “tap to edit WiFi” to change your network SSID.
4. Tap "Network name (SSID)" to enter your WiFi name and tap "Network password" to enter your WiFi password. Re-enter your password in the "Confirm password" section and tap "Save“
Please know that:
- You can edit your network name and password at the same time, or just one of them.
- When you change your password and/or network name, you need to reconnect all devices to the network.
- The strongest passwords are at least 8 characters in length and include a combination of uppercase and lowercase letters, symbols, and numbers.
Q: Can I name or rename my pods?
A: You can name your pods to make them easier to recognize.
- From the home screen of the app, tap on Network Information.
- Tap on the pod you want to name.
- Enter the name and tap Save.
Q: How do I connect my smart devices to my Network name (SSID) and password?
A: While in the app, tap the WiFi symbol 
under Networks. Locate (or create) a name and password for your WiFi network (SSID). Connect your smart devices using the Network SSID Name and Password you created.
Q: Can I use my personal modem?
A: Do not plug a personally-owned modem or router into the Ethernet jack. Adding one of these devices can significantly degrade your WiFi coverage. An additional modem or router also adds WiFi interference, which can cause slower or intermittent connectivity.
Q: What can I plug into the Ethernet jack in my home?
A: At some properties, Quantum Fiber has pre-wired one or more Ethernet jack(s) in your home. You can directly connect one of your devices into the Ethernet jack using an Ethernet cord. Do not to plug in a personally-owned modem or router into the Ethernet jack.
Q: What can I connect to the Ethernet jack in my home? (Advanced user options)
A: At some properties, Quantum Fiber has pre-wired one or more Ethernet jack(s) in your home. To get started, locate your media panel. The panel is typically located in a walk-in closet or laundry room. Open the panel and locate the main Ethernet jack.
Option 1
If multiple ports have been pre-wired in your home, you can connect one of those to the Ethernet jack. In most cases, your ports are labeled by room. If not, try one port at a time until you find the one you want to use.
To switch to a different Ethernet port, unplug the cord in the media panel Ethernet jack and plug in the room connection you wish to use.
Option 2:
If you want to plug in more than one device into the same Ethernet jack, you can add a Gigabit Ethernet Unmanaged Switch with multiple Ethernet ports. Plug the switch into the jack, and then plug the devices you wish to use into the switch.
If you have multi-gig speed, a 10G switch would be capable for higher speeds. (10G switch is not shown in the image)
While your Instant 360 WiFi was installed by a trained technician, things can go wrong, causing you problems with your connections. Follow these troubleshooting steps.
1. Make sure you have power
It may sound obvious, but you’d be surprised how often this is a problem. Check 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 to the outlet.
Do NOT remove the pod inside your media panel. If the power is off in your media panel, that needs to be restored. Contact your building management.
For the next steps, you’ll find your SmartNID or modem and primary pod inside a media panel in a closet or utility room.
2. 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.
3. Make sure the primary pod is plugged in correctly
Check the connection between your modem and the primary pod which is located in a media panel in a closet or utility room or mounted on a wall in your home.
- One end of the Ethernet cable should be clicked firmly into a LAN port on the bottom of the SmartNID.
- The other end of the Ethernet cable should be clicked firmly into a LAN port on the bottom of the WiFi pod.
4. Reset the SmartNID and pod(s)
Press the reset buttons on your SmartNID and pod(s)
Do not unplug anything.
First, locate your SmartNID. Look for the small red hole labeled Reset. Use a paper clip or small pen to press and hold for 15 seconds. Wait 5 minutes.
The status light on the front will turn solid green once the reset is completed.
Next, locate your pod(s). The reset button is hidden behind the white plastic grill on the lower left side, and can be seen with a black button and silver casing. Use a paper clip or small pen to press this button for 15 seconds. You will see a pulsing amber light on the front of the pod as it resets. You'll know the pod has completed the reset when the light on the front turns off. Please do this to all your pods. Most customers only have one pod, so it’s uncommon to have more. Start with the pod that is connected to the SmartNID, then reset each additional pod one at a time.
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.
After completing these troubleshooting steps, if you still have connection problems, chat with us for help. Our team will determine if you have any faulty equipment that needs to be replaced or if you need an additional pod.
- Chat now by clicking on the chat button
- Call the Fiber Customer Success Team member at 833-926-1289
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.
After completing these troubleshooting steps, if you still have connection problems, chat with us for help. Our team will determine if you have any faulty equipment that needs to be replaced or if you need an additional pod.
- Chat now by clicking on the chat button
- Call the Fiber Customer Success Team member at 833-926-1289