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18> My device is not connecting to Plume, what do I do?

Updated

WiFi devices

  1. Make sure the WiFi on your device is on and that you can see your WiFi network name on your device. If you can't find your WiFi network name, please visit your HomePass app, go to Settings on the menu and verify your WiFi network name. You can easily share this information with new devices that have an active internet or cellular connection.
  2. Make sure you enter the correct WiFi password if prompted.
  3. Make sure that the gateway pod is connected to the modem and is functioning. Check to make sure that your pods are online. You can always verify the status of your pods in your HomePass app Settings.
  4. Turn the WiFi on your device off and then back on. This will force the device to scan for available networks.
  5. Restart your device. Some always-on devices like thermostats and doorbells may not connect to the new network without a reboot.
  6. Check with your device manufacturer for any special requirements. For example, some devices will not connect to a network if the SSID and/or password have special characters.  
  7. Reset network settings or forget the old network on your device. If your old WiFi is still broadcasting, your device may be switching between networks.
  8. Check if other devices can connect to the WiFi network. If not, contact your ISP for a potential internet outage or Plume Support if your Plume network is offline.
  9. Always make sure that the WiFi on your old router has been turned off. Your device may have difficulty connecting to your Plume network if the old network is still broadcasting. Turning off the old WiFi will also remove a potential source of interference from the environment.

 

Ethernet connected devices

  1. If your wired device is not connecting to the network, try power-cycling the pod while the device is still connected by Ethernet.
  2. Try another Ethernet cable. Ethernet cables will often fail, causing poor or unstable connections.

 

Other things to check

  1. Check your router settings. MAC filtering will prevent new devices from connecting to your network.
  2. Check the DHCP settings on your router, particularly for limitations set by your ISP. You may not have enough available IP addresses available for all your devices and pods.  

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