Self-Installation

  • About Plume Support Pages Your customer can find a variety of user guides on Plume's support pages. While the information provided is essentially the same, there are some differences between each language version, including specific links to download the app. It is important that your customer us...

  • Setting up Plume is easy, just follow the prompts. The exact steps provided here are if nothing has been setup ahead of time by the ISP (Customer has to create account, add pods and setup Wi-Fi). Click here for installation instructions if the account, pods and Wi-Fi have already been set up befo...

  • Setting up Plume is easy, just follow the prompts. The exact steps provided here are if the Account, pods and Wi-Fi network (SSID) ave already been set up by the ISP.  Click here for instructions for self-installation with nothing set up ahead of time.   Account and network already provisioned  ...

  • The HomePass app is compatible with iOS smartphone devices (iOS 9 or higher) and Android smartphone devices (4.4 or higher). If your device is not compatible with the app, it will not be available for download. It is important that users download the version of the HomePass app from their regiona...

  • When a customer is installing pods on their own, there a few common issues they may run into. Click on the links below for more detail and steps to resolve.   "Email does not exist" error message "Pod Claimed on another account" error message "Still looking for Internet connection to Plume pod e...

  • What is Access? Access allows a customer to setup guest access for their network without needing a separate guest SSID. Better yet, each user will have their own password and varying levels of access to the network can be setup based three different zones.  Home - There are no access limitations ...

  • No LED When initially plugging in any pod 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...

  • When a customer's Plume network setup is complete, the last step is always to turn off the old Wi-Fi if their old router is still being used. This is a crucial step for many reasons.    If the network was initially provisioned or set up to make the transition of devices easier, devices should jus...

  • Email does not exist error message If the account and network are set up ahead of time, they may be using the wrong email. This may also happen if they forget the original email they used to create the account.  Search for the customer's account and location using the serial number of one of the...

  • Pod Claimed on another account There are three common reasons for this error message during initial set up:   If the account is set up ahead of time, they may be trying to setup a new account. Search for the customer's account and location using the serial number of one of their pods. This ensur...

  • Still looking for Internet connection to Plume pod... If the "Still looking for Internet connection to Plume pod..." screen pops up, it means that the HomePass app is not detecting an Internet signal on your gateway pod. Here are the most common reasons for this issue: 1. IP is not provided thro...

  • The app gets stuck during set up.  If you get stuck during the set up process, follow these steps: Close the HomePass app. Make sure that you close it rather than merely exiting the app. For Android device users, tap the Recent apps button and swipe the app to close it. For iOS device users, do...