Wi-Fi Network Offline
There are many possible reasons why one or more of your SuperPods would appear disconnected or offline.
Entire Network is Offline
If you have received a HomePass® alert stating your network is offline, follow these steps to bring it back up.
- Unplug the modem from power for at least 30 seconds.
- Unplug the Gateway pod from power and unplug anything connected to it by Ethernet.
- Plug the Ethernet cables back into Gateway pod and into the modem. Plug the Gateway pod back into power.
- Plug the modem back into power and wait until the modem is fully restarted and its LEDs indicate there is an internet connection.
- If the Gateway pod's LED continues blinking and does not come back online, please contact support.
A Single SuperPod™ is Offline
- The SuperPod™ is unplugged or is not receiving any power.
The SuperPod™ is too far away from any other connected pod.
- Check if the outlet has power by plugging in another SuperPod™ or any other appliance to confirm. When SuperPods are first plugged in, the LED should always turn on solid briefly and then start to slowly pulse as it is trying to connect to the cloud. Once connected it will then turn off.
- If the outlet is switched, make sure no one else is turning it off by accident.
- If the outlet is okay and the SuperPod's LED does not come on at all when it is first plugged in, please contact support.
There may be an unusual issue preventing your SuperPod™ from connecting to the rest of the network. Contact support for assistance.
- When offline, the LED will be slowly pulsing as it tries to connect to the cloud, and will continue to do so if it cannot connect.
- Move the SuperPod™ closer to another pod or in the same location as a known working pod. The pod should connect and the LED will turn off.
If you encounter any problems, please call our tech support team at 1.877.486.4666 and we'll be happy to assist you.