Troubleshooting 360 WiFi

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 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. 

Make sure the WiFi pod(s) and SmartNID are firmly plugged in to working wall outlets using the power cord provided. Do not plug into a power strip or splitter. Try another outlet, if possible, to ensure it's not a power supply issue.

Check the light on the front of your SmartNID. 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, you will need to chat with tech support to determine if there's an outage or a problem with the equipment.

Check the Ethernet cable that connects the wired pod to the SmartNID. Make sure:
 

• Both ends of the Ethernet cable are plugged in firmly until there's a slight click
  
• You're using a Cat6 Ethernet cable
• One end is in the correct WAN or LAN port on the SmartNID (see images below for specific models and ports)
• The other end is in the 10G WAN/LAN port on the bottom of the wired pod W1700K

Restarting your SmartNID can help to fix some connection issues. Restart from the app, or do it manually: unplug the power cord, wait at least 30 seconds, then plug it back in. Either way, wait 2 to 3 minutes for the reboot to complete, then check again for a connection. If the 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.

Try plugging the Ethernet cable into the secondary (yellow) Ethernet port on the 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. 

During initial setup, the Quantum Fiber app scans the pods and adds them to your network. If your pods aren’t connecting to the app, make sure your mobile device is connected to the internet:

• Test your internet connection by running a web search or refreshing 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.

If you have a working connection, but 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.