Common Issues

SuperPods not coming online - ASUS AiProtection

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Issue Description SuperPods are not connecting to the Plume cloud and will show as offline when plugged into an ASUS router that has AiProtection enabled. ASUS AiProtection supported router models: https://www.asus.com/us/AiProtection/   Cause of issue  SuperPod traffic is being classified incorr...

I received an alert that my pods are placed too far apart

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If you have received a notification that your pods are placed too far apart, simply move them closer together to help improve your network’s performance! SuperPods typically can be placed 9-12 meters apart. Note that if you have particularly thick walls (brick, concrete, or large amounts of meta...

I lost my internet connection.

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Nobody likes to be without a connection to the internet. Let's find out what's causing the problem. Verify that your device is connected to the Plume HomePass network by going to your device's WiFi connection settings. Check to see if you can connect to other sites. Open your device browser and ...

Why are some pods offline in my network?

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If only those pods could talk! There are many possible reasons why one or more of your pods would appear disconnected or offline.    Entire Plume Network is Offline If you have received a Plume alert stating your network is offline, follow these steps to bring it back up.  Unplug the modem from ...

Will Plume continue to function when the Internet or Plume Cloud is down?

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Depending on your configuration, Plume HomePass services will continue to work in the event of an Internet or Plume Cloud outage allowing you to continue accessing the local network.Although, since the configuration is through the cloud, during the outage you will not be able to make any changes ...

What should I do if my pod is part of another household?

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A pod must be deleted before being moved from one network (location) to another. Here are a few common reasons and solutions to the "claimed pod found" error message:     Another location was mistakenly created and the pod claimed on it by mistake Check for a second location using the app. If t...

Upload result from ISP speed test on SuperPod with WiFi 6 never exceeds 1.5Gbps

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If you are lucky enough to have a multi-gigabit symmetrical Internet connection and a SuperPod with WiFi 6 as your gateway, you may have noticed that the uploads on your ISP Speed Test results in the HomePass app are currently limited to around 1.5Gbps. This is a known current limitation on the S...

What to do when receiving poor ISP Speed Test results

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Plume's built-in ISP Speed Test measures the speed of the link from your Gateway pod to your ISP using Ookla's speed test servers. If those results are not close to your ISP's advertised speed, these tests will help you find the cause.   Checking the Ethernet connection The Ethernet connection be...

How can I fix poor pod connection issues?

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If a pod displays “Poor health” and you are noticing an impact, there are a few steps you can take to improve its health:   Move pods closer to each other Remember that pods work as a team, so they want to be close enough to communicate with one another. Consider distances around 7-10 metres for...

My WiFi connection is slow.

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Here's what could be slowing you down: One or more pods are too far away from another pod. Each PowerPod must not be more than 10 metres apart from the other. SuperPods should be no more than 12 metres from each other. Ensure that you have a strong core network in your home, keeping pods in ...