WiFi Your Way Support

Find answers to many of your WiFi Your Way questions here.

FAQ Quick Links


About WiFi Your Way™, Powered by Plume HomePass

WiFi Your Way is Atlantic Broadband’s premium home WiFi network product that allows customers to have the best possible WiFi experience in their home. WiFi “SuperPods” are strategically placed in your home to provide seamless WiFi coverage.

We are thrilled to introduce this new WiFi Your Way service to you. It provides the best WiFi coverage and reliability and also allows you to effectively manage all the WiFi activity in your home. There are a lot of amazing features you’ll want to use from Parental Controls and Guest Access Management (Control) to Online Security (Guard) for all your WiFi devices in your home!

Top Troubleshooting Questions

If you’ve forgotten your WiFi network password, just open up the WiFi Your Way App, go to the Settings (3 horizontal bars) and tap the “Control” tab, and you will find your WiFi password.

If you created a new WiFi network name in the installation process, make sure the devices are not connected to your previous WiFi network. If you gave your WiFi network a new name, your devices will need to be reconnected.

The WiFi Your Way system monitors the health and status of your connection, and alerts if there is a problem. If you get frequent offline notifications, you may need to contact support. Additionally, if there is an issue with your electricity, like a power outage, you will be alerted. When an electrical issue is resolved, your SuperPods will reconnect automatically.

There are many possible reasons why one or more of your pods would appear disconnected or offline.

The Entire Network is Offline

If you have received an app alert stating your network is offline, follow these steps to bring it back up.

  1. Unplug the gateway from its power source for at least 30 seconds.
  2. Unplug the gateway SuperPod from its power source and unplug anything connected to it by Ethernet.
  3. Plug the Ethernet cables back into Gateway SuperPod and into the gateway. Plug the gateway SuperPod back into power.
  4. Plug the gateway back into power and wait until the gateway is fully restarted and its LEDs indicate there is an internet connection.
  5. Wait at least 2 minutes until gateway SuperPod's LED stops blinking

Single or a few SuperPods are offline

The SuperPod is unplugged or is not receiving any power.

  1. Check to be sure 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.
  2. If the outlet is switched, make sure no one else is turning it off accidentally.

The pod is too far away from any other connected SuperPod

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.

  1. Move the SuperPod closer to another SuperPod or in the same location as a known working pod. The SuperPod should connect and the LED will turn off.
  2. Use the SuperPod health indicator to check signal quality. Poor signal is often a reason for SuperPods intermittently going offline.
  3. If it is a range issue add another pod to your Plume network.

WiFi devices

  1. Make sure 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 WiFi Your Way 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 gateway and is functioning. Check to make sure that your SuperPods are online. You can always verify the status of your SuperPods in your WiFi Your Way 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.

Ethernet connected devices

  1. If your wired device is not connecting to the network, try unplugging and re-plugging your SuperPod while the device is still connected by Ethernet.
  2. Try another Ethernet cable. Ethernet cables will often fail, causing poor or unstble connections.

If a SuperPod displays “Poor health” and you are noticing an impact, there are a few steps you can take to improve its health:

Move SuperPods closer to each other

  1. Remember that pods work as a team, so they want to be close enough to communicate with one another. Consider distances around 30'-40' for SuperPods, which can still vary largely depending on the building materials used in your home.
  2. Homes with dense walls need SuperPods closer together than those with lighter construction.
  3. Even moving a SuperPodto an opposite wall in the same room can sometimes help create a stronger and more reliable connection for that SuperPod.
  4. Place the SuperPods on the inside walls of the home, to build a strong core network to improve performance.

Keep SuperPods in the open and away from metallic objects

  1. Avoid metal or other reflective objects in between your SuperPods.
  2. Avoid obstacles in the way of connecting SuperPods (such as kitchen and laundry appliances, metallic piping, metallic waste bins, or large mirrors).
  3. No large furniture right in front of the SuperPod.

Eliminate sources of interference

  1. Find sources of interference and eliminate them. Consumer electronics like baby monitors, cordless phones, video senders, microwaves, etc. will cause interference on the same channels used by your WiFi
  2. Move your SuperPods further away from sources of interference. If an issue arises with the connection health of one of your SuperPods, you will be notified through the App. Otherwise, you can view the connection health of a SuperPod at any time by selecting any blank space of the App’s landing screen, followed by the SuperPod you’d like to check.

Installing WiFi Your Way

Go to the Apple App Store or the Google Play Store and search for “WiFi Your Way” to find the Atlantic Broadband WiFi Your Way App. Download the iOS or Android version. You can download the App on your smartphone right away on either a WiFi or mobile data connection. You can register before you even receive your SuperPods by kicking off the setup process in the App. You will be asked to provide an email address and will need to verify it by clicking a link that is emailed to you.

Each Ready-Set-Install kit for WiFi Your Way will include SuperPod(s), an ethernet cable to connect the first SuperPod to your modem/gateway, and the Ready-Set-Install instructions.

If you are installing or upgrading your gateway at the same time you are installing WiFi Your Way, you must install the new gateway FIRST, and once online, you should proceed with installing the SuperPod(s).

Yes! You can:

  1. You can download the app on your smartphone right away on either a WiFi or mobile data connection. Go to the Apple App Store or the Google Play Store and search for “WiFi Your Way”.
  2. Kick off the setup process and follow the on-screen instructions to input your name and email and then you can verify your email address.
  3. Write down your current WiFi Network Name (SSID) and Password that you currently use to connect to your home WiFi. We suggest you reuse it for your new network, as all your home WiFi devices will seamlessly connect to the new WiFi network.
  4. Once you receive SuperPod(s), write down one SuperPod Serial Number (S/N). It is a 10 digit alpha-number code that can be found on the back of a SuperPod or on the label on the outside of the box they came in. You will need this information for the activation step.

We suggest you do reuse it so the transition to your new service is seamless, but you can absolutely create a completely new network name and password. You will just need to reconnect the WiFi devices in your home (Nest Thermostat, Smart TVs, smart speakers, etc) to the new WiFi network in the device’s WiFi settings.

To install your WiFi Your Way service, you will first need to ensure that your Internet gateway is up and running and that your smartphone is connected to the internet. Then you can download the Atlantic Broadband WiFi Your Way App to your mobile device. Follow the easy instructions to complete the installation. The final step in the instructions is to go to www.atlanticbb.com/ActivateWiFi on your device, type in the last name on your Atlantic Broadband account, and then type in the Serial Number (S/N) from one of your SuperPod(s).

Turning off the WiFi on your existing wireless router or gateway is part of the installation process that happens automatically. If for some reason the old WiFi network is still active, go to www.atlanticbb.com/ActivateWiFi on your device, type in the last name on your Atlantic Broadband account, and then type in the Serial Number (S/N) from one of your SuperPod(s).

It will take only 10-15 minutes to install your SuperPod(s) and get your new WiFi network up and running.

That will depend on the size of your home. 1-2 pods will provide great coverage for most homes. If your residence is over 2500 sq. ft. you may need additional SuperPod(s). Each additional SuperPod will cover another 1200-1500 square feet.

Once you have your Atlantic Broadband Ready-Set-Install kit, inside the box you will find easy-to-follow instructions that will walk you through the quick process. It should only take about 15 minutes or so to complete. The process involves downloading the Atlantic Broadband WiFi Your Way App, and following the steps within the App to create a new WiFi network name and password, verify your email, reboot your gateway, place the SuperPod(s) around your home and activate your service.

When you are installing the SuperPods, the Atlantic Broadband WiFi Your Way App will guide you through the proper placement around your home, providing guidance on where to place the SuperPods on interior wall outlets. This SuperPod placement will provide the maximum WiFi coverage area. It is important to note that a building’s construction can impact the distance that each SuperPod will cover, so avoid outlets near large appliances, glass, mirrors or concrete.

SuperPods cannot be placed outdoors, but the signal will extend outside if it is placed in an interior wall outlet close to the outdoor area you wish to cover.

Getting Started with Features of WiFi Your Way

Yes. In the Atlantic Broadband WiFi Your Way App, kick off the setup process to create your account. You will be asked to enter your name and email address. Once you’ve done so, you will receive an email to confirm your account creation. That’s it, your WiFi Your Way account is now set up.

As you click on the app going forward, you will automatically sign in, but if you’ve forgotten your password for the Atlantic Broadband WiFi Your Way App and need it, click “Forgot your password?” It will prompt you to enter your email address to send a password reset email.

Yes. Each SuperPod or Access Point has two Gigabit Ethernet Ports.

As a part of the installation process in the App, you will be instructed to connect the FIRST SuperPod to your Internet gateway with an ethernet cord included in your Ready-Set-Install kit. Any additional SuperPod(s) you are installing just need to be plugged into an electrical outlet.

Access Points are dual band capable, i.e. they provide WiFi service in both 2.4 and 5 GHz frequency bands simultaneously. That way, 2.4 GHz only or 2.4 and 5 GHz dual band wireless devices can connect to the WiFi network wherever they are.

Make sure you do not have another active WiFi network in your home that your device may be connecting to. You may need to reconnect your device with the new WiFi network name and password.

Adaptive WiFi has one network name but manages your devices in the background, moving them to the 2.4 GHz or 5 GHz network as needed to give you the best WiFi coverage and service.

WiFi Your Way merges the 2.4 GHz and 5 GHz networks. Simply select your WiFi network name from your list of available WiFi networks, enter your password and your device will connect.

No. The WiFi Your Way service has a system Adaptive WiFi that manages your devices to ensure they have the best connection at all times. As a result, there is technically only one Wireless Network.

In the WiFi Your Way App, you can set up profiles for all the members of your household. For each profile, you can assign personal devices and manage the access of each separately. To create a profile in the WiFi Your Way App, select the person icon at the bottom of the screen in the middle. Then select the “New person” link, name the person, select the devices to associate to that profile, and then click the green check mark at the top right. Once that is complete, you can select any device associated with a profile to see their internet usage, security settings, and you can even schedule an “Internet Freeze”.

In the app under settings, in the lower left hand corner (three bars icon), under the “Control” tab, go to Guests and create a “New Guest Password”. Guests will log into your wireless network with this password, and while they’ll have internet access they will not be able to access any devices on your network such as printers or file shares.

SuperPods are a secure network with the latest encryption. In addition, as long as all the security features are enabled on the SuperPods, all online traffic is protected from real-time threats, crypto-mining, ransomware, malware and more.

In the WiFi Your Way App, open up Settings in the lower left hand corner (three bars icon). Tap “Guard” at the top and make sure “Online Protection” is set to “Enabled”.

No LED

  • When initially plugging in any SuperPod into an outlet, the light should always turn solid for a moment, and then the LED will slowly pulse while it is trying to connect to the cloud. Once connected to our cloud, the LED will then turn off.
  • If there is no light at all when first plugging in the SuperPod, check your outlet with another appliance or device to ensure it has power.

Blinking LED SuperPod (green)

This could mean either of the following:

  • Quick, repeating Double blinks - SuperPod is waiting for optimization to finish: You will also see “Optimizing your network” message in the app as well. Optimizations usually take a 2-3 minutes, depending on how many SuperPods are connected. Optimizations can be triggered by a change in your environment such as high levels of interference, but will also happen overnight and immediately after initial setup.
  • Quick Double blinks - SuperPod is being named by scanning the SuperPod.
  • Slow continuous pulse/breathing (dim to bright) - SuperPod is trying to connect with the cloud and depending on the circumstances could mean the following:
    • This is normal before adding the pod to your account, the slow pulse will continue until the SuperPod is added to the account and establishes a connection to the cloud.
    • The SuperPod has lost connection to the rest of your network, which could be a result of extremely poor signal to other SuperPods, especially if the other SuperPods are still online and you have not received an a lost internet connectivity notification.
    • Internet connectivity is lost. This is supposed to be followed by a "Network is offline” notification.

No, SuperPods incorporate “Band Steering technology” to ensure that every device connects to the network for the best experience possible. This includes forcing older wireless devices to 2.4 GHz so that higher-end/more current dual-band devices do not get negatively impacted and receive slower speeds.

  1. Routers have limited coverage.
  2. Extenders can often improve the coverage but they degrade the internet speed.
  3. Mesh WiFi systems provides relatively higher coverage along without degrading speed. They can replace your router as well.
  4. WiFi Your Way Adapt is a unique mesh WiFi system that uses AI to optimize your WiFi based on your usage to deliver the best speed and coverage.

Up to 50 total sites can be manually blocked at the network, person and device levels combined. IP addresses can only be blocked if you have Outbound IP Protection and Intrusion Prevention enabled.

Blocking a Website for Everyone

  1. Tap on the Guard tab inside the main menu.
  2. Tap on Manage security events.
  3. Go to Block and then tap on Block... on iOS or the + if you are using Android.
  4. Choose either Block website or Block IP Address.
  5. Based on your previous choice, enter the URL or IP Address you wish to block. Please note that the full domain name is required for websites. For example; make sure to write "youtube.com" instead of "youtube".
  6. Tap on Block to confirm

Blocking a Website at a Person or Device Level

  1. Navigate to the desired person or device.
  2. Tap on Manage security events at the bottom of the page.
  3. Go to Block and then tap on Block... on iOS or the + if you are using Android.
  4. Choose either Block Website or Block IP Address.
  5. Enter the URL or IP Address you wish to block and tap the checkmark to save. Please note that the full domain name is required for websites. For example; make sure to write "youtube.com" instead of "youtube".

Please remember that a website blocked for a person will automatically be blocked on all the devices assigned to that person.

You can approve a website for a person, the entire network or a device if not assigned to a person. Up to 50 websites can be approved in total:

Approving websites for everyone

  1. Tap on the Guard tab inside the main menu
  2. Tap on Manage security events
  3. Go to Approve
  4. Choosing Approve Website allows you to enter the URL of domain, while Approve IP Address allows you to enter the server IP address.
  5. Enter the URL and tap the checkmark to save. Please note that the full domain name is required. For example; make sure to write "youtube.com" instead of "youtube"
  6. Additionally, you are able to view previously blocked sites under the Protected tab. Tap or swipe on the site to approve.

Approve websites at a person or device level

  1. Navigate to the desired person or device
  2. Tap on Manage security events at the bottom of the page
  3. Tap on Approve
  4. Choosing Approve Website allows you to enter the URL of domain, while Approve IP Address allows you to enter the server IP address.
  5. Based on your previous choice, enter the URL or IP address and tap the checkmark to save. The full domain name is required for websites. For example; make sure to write "youtube.com" instead of "youtube".
  6. Tap on Approve to confirm your choice.
  7. If you are approving the site for a device that has been assigned to a person, the rule will also apply to the person. Likewise, approving a site for the person automatically applies that rule to all of their assigned devices. If the device is not assigned, the rule will only apply to the device.

IOS

  1. Open the main menu by tapping the Ξ button on the bottom-left of the app home screen.
  2. From the Adapt tab, tap on Setup new SuperPods. 
  3. While the app shows that it is "Looking for SuperPods...", plug-in the other SuperPod (s) or wait for them to connect if already they were already plugged-in.
  4. When the new SuperPod is added, tap Done Adding SuperPods.
  5. You can now see the new SuperPod added in the network map view of app.

Android

  1. Open the main menu by tapping the Ξ button on the top-left of the app home screen.
  2. Select the Adapt menu option 
  3. In the SuperPods screen, tap on Set Up New SuperPods under your SuperPod list.
  4. Plug in the new SuperPod(s) you want to add to the network and once connected tap All done

The WiFi Your Way App walks you through creating your account and network through a simple setup process. The app is required to manage your network and gives you insight into the health of your home network. Using the app, you can do the following from anywhere you internet access:

  • Change and share your WiFi name and passwords
  • Manage your network from home or anywhere you have internet access
  • Set your network to auto or router mode 
  • View the number of connected devices or people and their data usage
  • View connection status of your pods
  • Add more pods to your network
  • Remove pods from your network

In addition, the App includes the following features:

  • Dynamic view of your network map
  • View and manage the devices connected to your network over WiFi 
  • Rename your SuperPods with our SuperPod locator function
  • Rename connected devices and assign them people
  •  
  • Freeze device internet access
  • Run network speed tests
  • Manage Guard features for your network and content filtering for people
  •  
  • Receive Sense detection alerts and get notified when family members return or leave home
  • Receive notifications on system updates and newly released product features

We release updates to the App frequently, so check to make sure that you have the latest version of the App.

Internet Freeze allows you to easily manage how much time is spent on the internet by a device by using a schedule or as needed.

The WiFi Your Way App walks you through creating your account and network through a simple setup process. The app is required to manage your network and gives you insight into the health of your home network. Using the app, you can do the following from anywhere you internet access:

  1. Select the device in the WiFi Your Way App to access the device details page.
  2. Tap on Schedule Internet Freeze.
  3. Set your network to auto or router mode 
  4. Select Until End of Day, School Night, Bedtime, Indefinitely or Custom.
  5. Set the start and end times using the slider if you selected School Night or Bedtime
  6. You can set a different duration on each day when you choose the Custom scheduling option.

You will be able to interrupt the internet freeze by either choosing Unfreeze Until End of Day or Clear Internet Freeze to reset the freeze internet schedule.

Sense uses WiFi Your Way SuperPods and the WiFi connected devices in your home to detect motion. It is a smart motion detection system that also informs you when family members or guests arrive or leave. Sense Features

  • Live View - Take a look inside your network to see where the motion is currently happening.
  • Motion Alerts - Receive push notifications when motion takes place, based on when people are at home.
  • Motion History - Review the past 24 hours or 7 days of motion history in your home.
  • Personalization - Sense settings can be customized to fit you, your family and your home, including motion sensitivity, pet mode, Motion Alert frequency, and which rooms motion detection is tracked in your home.

Sense detects the disturbances in WiFi signals between your SuperPods or between a SuperPod and a motion detection capable device. These disturbances in the signal are translated into motion events, which you can use to keep yourself aware of activity in your home.

To properly enable Motion Alert push notifications and also receive notifications when people are arriving and leaving your home, you need to create profiles for people and assign each of them a primary device. To make it easier localize the motion being detected, you should also assign devices to rooms.

You can always reset your password by entering your username and selecting "Forgot your password?" link on the Sign In screen in the app.

The content access feature will allow you to restrict content for a device or person. We have identified the most common content filtering categories that you can use when personalizing your online experience. When setting up content filtering for a person or device, you can enable any of the four content filtering categories:

  • No limits - You can access all types of content.
  • Kids appropriate - Content that is tagged as NOT appropriate for kids will be filtered and inaccessible.
  • Teenager friendly - Content that is tagged as NOT appropriate for teens will be filtered and inaccessible.
  • No adult content - All content tagged as adult content will not be accessible.

Please note that all devices associated with a person will inherit the content access settings assigned to that corresponding person. Likewise, applying content access restrictions to a device assigned to a person will apply the same settings to that person. However, if the device is unassigned, the rule will only apply to the device.  

At this time, in order to set up WiFi Your Way, customers are required to have a smartphone or tablet.