Troubleshooting WiFi 7

360 WiFi is designed to be a “set it and forget it” system. But sometimes things may not work as expected. Follow the steps below if you run into a problem with your WiFi 7 setup.

The 360 WiFi network consists of two parts:

The wired Ethernet connection between the SmartNID and the wired pod
The wireless connection between the pods and the app

Download the Quantum Fiber app

Check connections and power

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, please go to the setup page for complete installation instructions.

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, continue with the troubleshooting steps below.

Make sure you have power

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.

Make sure your internet connection is working

Is the light on the front of your SmartNID 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 a problem with the equipment.

Make sure the wired pod is connected correctly

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

Diagram of smartNID connected to primary pod

Wired pod W1700K

Wired pod - Plug the Ethernet cable into the 10G WAN/LAN port

Cat6 Ethernet cord

Bottom view of SmartNID C5500K showing WAN/LAN 1 port

C5500XK - Plug in to the WAN/LAN1 port

Bottom view of Q1000K SmartNID showing 10G LAN port

Q1000K - Plug in to the 10G LAN port

Bottom view of SmartNID C6500K showing 10G WAN/LAN port

C6500XK - Plug in to the 10G WAN/LAN port

Restart the SmartNID

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 to get help from a technician. If your SmartNID is connected to the internet but you can't get your 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.

Try another Ethernet port

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 have one wired pod, this is the end of the troubleshooting. If you still have problems, please contact us for technical support.

If you have an additional wireless pod, continue to the section below.

Check the wireless pod connection

If you have a wireless pod as part of your WiFi 7 setup, and it's not 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 connect a pod 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.

Wireless pod W1701 s pecifications (PDF)

Note for Windows 10 devices - Password requirement

If you have a device running on the Windows 10 operating system, your WiFi password cannot contain any apostrophes (') or quotation marks ("). If these characters are used in your current password, please remove them and save a new password in order to connect devices and see your WiFi pods in the app.

This is only for Windows 10.

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.