Residential How-To

We’re here to give you guides and step-by-step instructions about All West.tv, internet, account services and more.

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To help answer your questions & troubleshoot your issues

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Account Services

  • How to pay your All West bill online:

    Please know that customer service representatives, for security reasons, cannot take a credit card payment over the phone. BUT there are a variety of ways to pay your All West bill:

    -Call our secure Bill Pay line at 1-855-875-7164 to pay by debit/credit card. Make sure you have your account number handy.

    -Pay via SmartHub. (Don’t have SmartHub? Click here to log in or sign up)

    -Stop by one of our many offices and pay your bill in person — Monday – Friday 8:30 a.m. – 5:30 p.m.

    -Drop your payment in the payment drop box 24/7. (Drop boxes are located by all office entrances.)

    -Mail your payment to PO BOX 31001-3129, PASADENA, CA 91110-3129

    -Sign up for eBilling and AutoPay via SmartHub. — Go to “Billing and Payments” > Select “Auto Pay Program” > Click “Sign Up for Auto Pay”

  • How to set up an All West email:

    You can access your All West email directly from the home page of the All West website. Go to the top right under Customer Tools and select WebMail.

    OR

    We fully support connecting to your All West Communications email with the WebMail client option. Please email or call our support if you are having difficulty signing into your WebMail.

  • How to connect your All West email to another WebMail client:

    Here are the steps to connect your email to another WebMail client:

    Apple Mail Exchange Settings

    Outlook Exchange Settings

    Third-Party Mail Programs (clients) and Phone Apps

    The configuration of third-party mail applications like Outlook, Windows Mail, Thunderbird, and mail applications on iOS or Android devices is left to our customers or their preferred IT/help experts. The settings below are universal and should work on any mail client, on any device. A simple Google search should provide results to configure all popular email client programs/apps.

    Choose Between POP and IMAP

    With POP, all messages are downloaded from the server to your computer or Phone. This is not the best option when checking email from multiple devices, as you will only see emails on the device that was originally downloaded to your email. Also, with POP, it is easy to lose your emails if, for instance, you get a new computer, or your hard drive goes bad.

    With IMAP, all your messages remain on our servers until they are deleted, and your trash/deleted items are emptied. This will allow you to see messages on all your devices.

    POP Manual Configuration

    Secured Ports and Protocols

    POP3 Secured

    Incoming: 995 SSL/TLS & STARTTLS

    Outgoing: 587 & 465 SSL /TLS & STARTTLS

    POP3 Unsecured

    Incoming: 110 None

    Outgoing: 25 None

     

    MagicMail – Email Settings Quick Reference (POP)

    Note: If you plan on using more than one device, only use the IMAP Settings.

    Incoming POP3 Server Name: mail.allwest.net

    POP3 Login Username: john.doe@allwest.net or jane.doe@sweetwaterhsa.com (replace john.doe with your e-mail prefix)

    Incoming Mail Port: 995 (selecting encryption method “Use SSL/TLS”)

    POP3 Password: Your e-mail password

    Outgoing SMTP Server Name: mail.allwest.net

    SMTP Authentication Username: john.doe@allwest.net

    (replace john.doe with your e-mail prefix)

    SMTP Outgoing Port: 587 (selecting encryption method “Use SSL” or “STARTTLS”)

    SMTP Password: Your e-mail password

     

    IMAP Manual Configuration

    Secured Ports and Protocols

    IMAP Secured

    Incoming: 993 SSL/TLS & STARTTLS

    Outgoing: 587 & 465 SSL /TLS & STARTTLS

    IMAP Unsecured

    Incoming: 143 None

    Outgoing: 25 None

    MagicMail – Email Settings Quick Reference (IMAP)

    Incoming Mail Server Name: mail.allwest.net

    E-mail Username: john.doe@allwest.net or jane.doe@sweetwaterhsa.com

    (replace john.doe with your e-mail prefix)

    Incoming Mail Port: 993 (selecting encryption method “Use SSL/TLS”)

    Outgoing Mail Server Name: mail.allwest.net

    Outgoing Mail Server Username: john.doe@allwest.net (replace john.doe with your e-mail prefix)

    SMTP Outgoing Port: 587 (selecting encryption method “Use SSL” or “STARTTLS”)

     

    Auto-Configuration

    Many mail clients will work with All West’s auto-configurations. This means that you only need to input your login information into the client and the mail client should automatically configure all settings. There are instances in which auto-configuration fails and manual configuration is required.

    If you have any problems, please contact us at 866.ALL.WEST or chat live with us

  • How to reconnect my service(s):

    Non-pay disconnect:

    If you’re disconnected for non-pay, call us at 866.255.9378 to speak with one of our customer service representatives.

    If you pay the total amount owed, you won’t be charged a reconnect fee. If you pay the past due amount owed, a reconnect fee will be applied to your account.

     

    Vacation reconnect:

    If you need to turn your services back on, please give us a call at 866.255.9378 to speak with one of our customer service representatives.

    Your services should be back on by the end of that same day.

  • How to change the name on my account:

    You will need to complete an application to change the name on your account. If a new person will be establishing service, a deposit of credit letter will be required along with the application. A name change due to marriage, divorce, or court order, requires a copy of the appropriate document. ​

  • How to transfer my service if I'm moving:

    Please notify All West at least two weeks before your move so that we can accommodate your moving date request. You can call us at 866-ALL-WEST (255-9378) email us at help@allwest.com or click here for more contact options.

All West.tv

  • How to set up the Fire TV remote on your smartphone:

    To use your smartphone as your Fire TV remote, follow these instructions:

    1. Go to the app store on your smartphone. (Google Play Store for Android; Apple App Store for Apple.)
    2. In the search bar, type “Amazon Fire TV” and install the app.
    3. Open the app and select sign in, and then tap New Devices.
    4. Connect to your Fire TV Stick when it shows up in the list.

    You can now use your smartphone as a Fire TV remote!

  • How to install All West.tv on Amazon Fire Stick, Android TV, and Apple TV:
  • How to set up Parental Controls:

    Parental controls enable you to restrict mature content.

    When parental controls are enabled, users will need to enter a PIN to play any content with a parental guidance rating of TV-MA, R, NC-17 or NR regardless of the profile or device. (All devices associated with the account will be affected by the PIN protection.)

    To set up a PIN:

    1. On the home screen, choose your Profile icon (next to Movies)
    2. Click the Settings icon (the cogwheel at the top right)
    3. Choose Parental Controls
    4. Turn “Restrict Mature Content” ON
    5. Enter personal 4-digit pin under “Create Your New Pin”

    If you have forgotten your PIN, please contact Customer Service at 866.255.9378 for assistance.

  • How to install the All West.tv (Koan Box) remote:

    TV IR Code Entry

    The remote control can be manually programmed with a TV IR code which will allow you to control both the box and the TV functions.

    To program this code, use the following sequence:

    1. Press and hold the <Set> button (at the bottom left) for 3 seconds, until the LED light (at top) turns green.
    2. Enter a 5-digit code sequence, always starting with a <1>. You can find the 5-digit codes here.

    Successful completion is signaled by 2 green blinks. When an incorrect code is entered, the LED will be red for 2 seconds.

     

    Set Volume Control to TV

    Once you have entered a valid TV IR code, follow these instructions to allow the remote to control your TV volume:

    1. Press and hold the <Set> button for 3 seconds, until the LED light turns green.
    2. Press the VOL (volume) up button.

    Successful completion is signaled by 2 green blinks.

     

    IR Reset (This is helpful if the All West.tv app disappears.)

    The configured TV IR codes can be reset to their factory default using the following sequence:

    1. Press and hold the <Set> for 3 seconds, until the LED light turns green.
    2. Press <9> <8> <6>.

    Successful completion is signaled by 2 green blinks.

     

    Factory Reset (This is helpful if you purchase a new TV.)

    At any time, the remote control can be returned to the factory reset state using the following sequence:

    1. Press and hold the <Set> button for 3 seconds, until the LED light turns green.
    2. Press <9> <8> <1>.

    Successful completion is signaled by 2 green blinks.

  • How to install the All West.tv (Koan) box:

    These are the steps to install the All West.tv box:

    1. Remove the set-top box, power cord and HDMI cable from the box.
    2. Place batteries in the set-top box remote by rotating the remote so the top edge is facing toward you and the back is facing up. Apply pressure on the middle and push up to remove the back.
    3. Plug the HDMI cable into the set-top box, then plug it into the TV.
    4. Plug the power cable into the set-top box, then plug it into an outlet.
    5. Turn on your TV. Use TV remote to change your TV’s input in the HDMI input.
    6. If All West.tv appears at this point, log in with your Username and Password provided by All West during initial set-up, and begin viewing!
    7. If you have an Android device – you can set up your All West.tv account with your Android account. If you don’t have an Android account, just press “Skip”.
    8. Select your home’s Wi-Fi.
    9. “Make the Most of Your TV” will appear. Sign in to make the desired personal preferences or hit “Skip”.
    10. If you haven’t signed in with your Android account – it will you ask to sign in with your Google Gmail account. (You can also sign in with your Amazon account.)
    11. Read the Terms of Service and hit “Accept”.
    12. The next few steps allow you to select what is appropriate for your household. (Choose “Yes” or “No” to continue.)
    13. Create a name for your set-top box.
    14. “Get Started with Apps” will appear. Choose “Install All the Following Apps”. Hit “Continue”.
    15. After reading about the Android features and making your selections, the All West.tv app will open automatically to the login page. *
    16. Login with your Username and Password to begin viewing.

    *If this page does not appear, please contact Customer Support at 866.255.9378.

  • How to find out how many Cloud DVR hours are left:

    Steps:

    1. Choose the Profile icon at the bottom of the TV screen (between the Movies and Search icons).
    2. This will bring you to “Recordings.”
    3. In the upper right is the number of hours used / total hours available.
    4. The difference between the two is how many hours you have left.
  • How to record a movie or TV show:

    Steps:

    1. Go to the Guide via your remote’s Guide button or toggling to the Guide option at the bottom of the TV screen.
    2. Choose the show you want to record — a screen detailing the show with a Record button will appear.
    3. Click the Record button — you will see a Recording Set confirmation.

    Watch this video to be guided step by step

  • How to delete a recorded TV show or movie:

    Steps:

    1. Choose the Profile icon at the bottom of the TV screen (between the Movies and Search icons).
    2. Choose Recorded.
    3. Choose the show/movie you want to delete.
    4. Choose Delete.
    5. “Delete recording?” will pop up. Choose Yes.
    6. “Recording deleted” confirmation will appear, and show/movie will no longer appear in the listing.

    Watch this video to be guided step by step

  • How to play a show or movie from the beginning:

    Steps:

    1. In the Guide, choose a show or movie you want to watch — Information for that show/movie will appear.
    2. Choose Play.
    3. “Play from the beginning?” will appear. Choose Yes. *
    4. You can now pause, rewind, and fast forward the movie. (Once you’ve caught up to the live stream, you can no longer fast forward.)

    *Not all shows and movies offer the restart function.

  • How to search for a movie or TV show:

    Steps:

    1. Choose the Search icon at the bottom right of the TV screen.
    2. Use the remote’s voice function, if available, OR type in the movie, show, actor, channel name or number you want via the on-screen keyboard.
    3. Selections will begin to appear above the keyboard — both titles and thumbnails.
    4. Choose a title or thumbnail by scrolling up and left or right — and clicking on your desired choice.
    5. If the selection is available, choose Play.
    6. If the selection is not yet available, you have the option to Record. (“Recording Set” confirmation will appear.)
  • How to create a new profile on All West.tv:

    Steps:

    1. Click on the Profile icon at the bottom of the TV screen between Movies and the Search (magnifying glass) icon.
    2. Click on the Settings (cog wheel) icon at the top right of the screen.
    3. Click on Manage Profiles.
    4. Click on Add New Profile.
    5. Enter the New Profile Name using the on-screen keyboard.
    6. If desired, double-click the image to choose a new image.
    7. Save.
  • How to access my recordings:

    To access your recordings:

    1. Choose the Profile icon at the bottom of the TV screen.
    2. Choose Recordings.
  • How to turn on screen reader:

    Android TV (Talkback)

    To turn on Screen Reader:

    1. Go to the home screen via your remote’s home button.
    2. Select Settings. (Top right for Android 8 & 9; lower left for Android 7.)
    3. Under “Preferences,” select Accessibility > Talkback > Enable.

    To change volume and pitch:

    1. Go to the home screen.
    2. Select Settings.
    3. Under “Preferences” select Accessibility > Talkback > Configuration.
    4. Choose from the options listed.

    To use closed captions:

    1. Go to the home screen.
    2. Select Settings.
    3. Under “Preferences” select Accessibility > Captions.
    4. Select the source.
    5. Choose your options.

     

    Fire TV Stick (VoiceView)

    Note: Currently, VoiceView is only available out-of-the-box on Fire TV Stick with Alexa Voice Remote devices. The Fire TV app is not supported. 

    1. Hold down the Back and Menu buttons at the same time for two seconds. (Buttons are in the top row–left and right.)
    2. You will hear “VoiceView Ready” when the feature is enabled and ready to use.
    3. To confirm the setting, press the Play/Pause button on your remote. (Middle button on the bottom row of three small buttons.)
    4. You can skip the tutorial by pressing the Skip/Fast-forward button. (Right button on the bottom row of three small buttons.

     

    Apple TV

    Note: Voice is supported on the following Apple TV Models

    • Apple TV 4K
    • Apple TV (4th generation)
    • Apple TV (2nd or 3rd generation) with software version 4.2 or later

    For Apple TV 4K or HD

    Using Siri:

    1. Hold the Siri Button on Siri Remote.
    2. Say “Turn Voiceover On” or “Turn Voiceover Off”.

    Using Screen:

    1. Go to Settings.
    2. Go to General.
    3. Select Accessibility.
    4. Select Voiceover.
    5. Turn Voiceover turn on or off.

    For Apple TV 3rd Generation

    1. To return to the main menu, press the lower-left button (Menu) repeatedly until you hear a stop sound.
    2. Press Down once.
    3. To highlight Settings, press Right repeatedly until you hear a stop sound. If you changed the layout of the main menu, you might not have Settings here. Use the arrow buttons on your remote to highlight Settings.
    4. Press Select twice.
    5. Press Down repeatedly until you hear a stop sound.
    6. Press Up four times. Accessibility should be highlighted.
    7. Press Select twice. VoiceOver should turn on and begin reading the content on your Apple TV screen.

Phone

  • How to change my long-distance carrier:

    You may change your long-distance carrier at any time by contacting Customer Service and completing the carrier change request form. Carriers other than All West will send you a separate bill for long-distance charges. If changing both interstate (out-of-state) and intrastate (in-state) services, both forms will need to be completed. There will be a charge for each carrier change to any number. There is no charge to initiate All West long-distance.

  • How to change my phone number:

    You may contact us to change your number at any time. Changing your number may incur additional charges on your subsequent bill.

  • How to report suspected spoofing:

    If you receive a call and you suspect caller ID information has been falsified, or you think the rules for protecting the privacy of your telephone number have been violated, you can file a complaint with the FCC.

  • How to access my voice mailbox:

    Steps:

    1. Dial *21 if calling from your home phone.
    2. If requested, enter your password followed by the # key. Your password will be a default of four zeros (0000) until you change it.
    3. Main Menu: Press 1 to retrieve messages, press 2 to send, press 7 for current date and time, or press 9 for mailbox setup.

     

    OR

     

    If you’re calling from a remote phone, dial the number below for your area:

    Park City, Kamas, and Heber areas: 435-783-2020
    Coalville area: 435-336-9090 Evanston area: 307-444-2020
    Randolph area: 435-793-2020 Cokeville area: 307-279-1950
    1. Enter your telephone number.
    2. Follow the same steps 2 and 3 from above to access your mailbox.

SmartHub

  • How do I change my automatic payment info?

    Steps:

    1. Log in to SmartHub.
    2. Choose the “Billing & Payments” tab in the main menu.
    3. Go to “Auto Pay Program.”
    4. Make your changes. Under “Actions” you can update, cancel, or change payment methods.
  • How do I change my stored payment info?

    Steps:

    1. Log in to SmartHub.
    2. Choose the “My Profile” tab in the main menu.
    3. Go to “Manage My Stored Payments Accounts.”
    4. Make your changes.
  • How do I change to paper/paperless bills?

    Steps:

    1. Log in to SmartHub.
    2. Choose the “My Profile” tab in the main menu.
    3. Go to “Update My Paperless Settings”
    4. Make your changes.
  • How to set up a SmartHub account:

    Watch this video.

  • How to sign up for email and text notifications:

    Watch this video.

Plume

  • Create a new password for a Guest
    1. Open the More tab and click on the Control button.
    2. While in the Guest settings page, tap on New Guest Password.
    3. Enter a name* and a new password.
    4. Use the drop-down arrow next to Auto-disable Wi-Fi Password and choose one of the options.
    5. Add a checkmark next to one or more Shared Home Devices (printer, NAS, media player), to allow your guest access to it over the local network.
    6. Tap on the Add to save.

    *You can set up different device access permissions and Auto-disable Wi-Fi Password settings for each name under the Guest zone.

  • Create a password for Internet Only
    1. Open the More tab and click on the Control button.
    2. While in the Internet Only settings page, tap on New internet only password.
    3. Enter a new password.
    4. Use the drop-down arrow next to Auto-disable Wi-Fi Password and choose one of the options.
    5. Tap on the Add to save.

  • Create a new Wi-Fi Password for Home

    During the initial setup, the first password created is a Home zone password, although you can add more. Local network access to devices connected to your network in the Home zone can be selectively shared with devices connecting with a Guest zone password.

    1. Open the More tab and click on the Control button.
    2. While in the Home settings page, tap on New home Password.
    3. Enter your new password.
    4. Tap on the Add to save.

  • How can I check the firmware version on my pods?
    1. From the Home screen, scroll down to pod list in the Adapt section.
    2. Tap on any pod you wish to see device information about.
    3. Tap the icon in the upper right-hand corner.
    4. Tap View Hardware Info. Firmware version will be the first item in the list. Please visit this link for full release notes.

    In addition to the firmware version, you can also view the pod’s serial number, MAC address and assigned IP address.

  • How can I delete my Plume data history?

    All Plume members have the right to be forgotten. HomePass supports two different types of data deletions.

    Delete security event data:
    If you’d like to just remove items from your list of blocked events from either Guard or Content Access:

    1. In the HomePass app, open the More menu.
    2. Select the Guard option.
    3. On the bottom of the Guard settings page, you will find the Delete security events button.
    4. Simply tap the button and confirm that you would like to clear the data.

    – Note that once deleted, this data cannot be recovered.

    – If you haven’t disabled Guard or Content Access features, more events will continue to populate the list. Just continue to repeat this process as often as you need.

  • How do I add or remove a person?

    Adding people allows you to conveniently monitor and manage their Wi-Fi access.

    Adding a Person:

    1. From the People screen, tap on + button.
    2. Choose the Create a person option.
    3. Add a photo using the + , enter the Person name and Email (optional) and tap on Next.
    4. Set their Device profile information. This allows you to control Content access as well as their Guard settings for all their assigned devices while they are connected to the network.
    5. Tap on Done and the person will be added to the list of people.
    6. Use the Tap to assign device option under their card. The devices you select will apply the rules set in the previous step to those devices and allow you to monitor and manage the person’s Internet usage.
    7. Once all device have been selected and you tap on Done, you will be prompted to assign a Primary device, which is used to determine if they are home. Be sure to choose a device that they will always take with them.
    8. Tap on Done once a primary device is chosen.

    Note: Creating a person using the steps above does not give them the ability to manage the network.

    Removing a Person:

    1. From the person’s detail screen, tap on the ⋮ on the top right-hand corner.
    2. Tap on Remove person which will remove the profile and historical data consumption information for that person. All previously assigned devices for that person will now be unassigned.

    Note: This does not disable their access to the Wi-Fi if they still have the password.

  • How do I approve (unblock) a website?

    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.

    If you notice a website has been incorrectly blocked, please report it to support.

    Approving Websites for Everyone:

    1. From the Home page, tap on the Guard events.
    2. Go to Approve tab and tap on Approve.
    3. Choosing Approve Website allows you to enter the URL of domain, while Approve IP Address allows you to enter the server IP address.
    4. Enter the URL or IP address and tap on Approve to save. Please note that the full domain name is required. For example; make sure to write “youtube.com” instead of “youtube”.
    5. Tap on Apply to confirm the changes.
    6. Additionally, you are able to view previously blocked sites under the Protected tab. Tap or swipe on the blocked event to start the approval flow.

    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.

    You can also unblock a website from Protected list.

    1. Simply swipe or tap to add a site to your Approved list.
    2. Confirm that the site is now approved.

  • How do I assign a Primary Device to someone?

    Each person can have a primary device assigned to their profile. That primary device’s connections and disconnections from the network determines if they show up as being at home, which is also important for managing Sense alerts.

    You should always choose a device they are not likely to leave home without and that will always stay powered. Smartwatches that connect to Wi-Fi or mobile phones are ideal.

    Assigning a primary device to a person:

    1. Tap on the people icon and choose a person. Ensure the device in question is already assigned to that person.
    2. If a primary device has not been set, the Assign primary device notification will be shown. Tap on the notification.
    3. Choose a primary device and tap on Done to save.

  • How do I disable or change a Wi-Fi password?

    You can easily edit, delete, or temporarily disable a password by using the HomePass app. You can also edit the access level of any user with guest access.

    To suspend or control access on a device level, use the Device Freeze feature.

    Editing Wi-Fi passwords:

    1. From the More menu, tap on the Access option.
    2. Tap on Home, Guests, or Internet Only to access that zone’s page.
    3. Tap the next to the password you want to modify.
    4. Choose Edit, Disable, or Delete.
    5. In the case of Disable or Delete, confirm your selection. If you’re editing a password, go ahead and make your changes.

  • How do I schedule an Internet Freeze for a device or person?

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

    Schedule or Turn on Internet Freeze for a device:

    1. Select the device in the app to access the device details page.
    2. Tap on Schedule Internet Freeze.
    3. Type in a name for this Freeze schedule.
    4. Tap on a day and enter the Freeze internet (start) time and Unfreeze internet (end) times.
    5. Choose the Repeat option if this schedule will be the same on multiple days or tap on another day to set different Freeze and Unfreeze times for that day.
    6. Choose a person if this Freeze schedule will be used for all of their devices.
    7. Tap on Save once your schedule is complete.

    Schedule or Turn on Internet Freeze for a person:

    1. Select the person from the People page.
    2. Tap on Schedule Internet Freeze.
    3. Type in a name for this Freeze schedule.
    4. Tap on a day and enter the Freeze internet (start) time and Unfreeze internet (end) times.
    5. Choose the Repeat option if this schedule will be the same on multiple days or tap on another day to set different Freeze and Unfreeze times for that day.
    6. Tap on Save once your schedule is complete and Apply to confirm.

    Interrupt Internet Freeze:

    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.

    What will the user see when frozen?

    When a device is frozen, it will not be able to access content. How that is displayed depends on the content you are trying to access. If you try to load an HTTP site, you will be redirected to the captive portal screen. However, if it is an HTTPS site, the page will simply timeout or say it cannot be reached.

    Plume also gives you the ability to pause internet access on a device or person instantly through the Time Out feature.

  • How do I set up motion alert notifications?

    When Sense Alerts is enabled, push notifications will be sent to your device whenever the system detects motion. You can enable these notifications to send at all times or only while nobody is at home using the Smart Activation feature.

    You need to assign a Primary device to everyone to ensure Sense can properly determine if everyone has left and also enable the People notifications.

    Enable Notifications:

    1. Scroll down to the Sense section on the Home Screen and tap on it.
    2. Scroll down to the option Sense Alerts and tap on the Bell to enable the notifications.

    For Notifications Settings:

    1. Tap on the Main Menu at the bottom of the screen and then tap on Sense.
    2. Under Modes and Alerts, slide the Smart Activation toggle to the right if you do not wish to receive alerts while you are home.
    3. Under the Alerts section, you can set the minimum Time between alerts to
      either 1 Mins, 2 Mins, 3 Mins, or 5 Mins. This prevents you from getting too many notifications if a motion alert gets triggered immediately after another one.
    4. Scroll back up to the top of the screen to turn Sense alerts from ON to OFF.

    When are Sense Alert push notifications triggered?

    Sense alerts will only be triggered if:

    – Sense motion detection is enabled.

    – Sense Alerts are enabled.

    – If the Smart Activation of alerts has been enabled, everyone has left your home. (all assigned primary devices have been disconnected for 15 minutes or more)

    – The motion being detected occurs for at least 2 seconds (5 seconds if pet mode is enabled), within an approximate 10′-13′ radius from a motion detection device or SuperPod.

    – The minimum time interval since the last alert has been met.

    Click here if your Sense Alert push notifications are not behaving as expected.

  • How do I share network passwords?
    1. Tap on the menu icon on the App home screen.
    2. Tap the Access option to view the Network Name and Passwords.
    3. Tap on Home, Guests or Internet Only to access that zone’s settings page.
    4. Next to the password, you want to share, tap on the Share icon.
    5. Choose the method you want to use to share the password (SMS, email, Airdrop) and send it.
    6. The recipient will receive a link. Clicking on it will take them to a web page from which they can copy the Network name and the password.

  • How do I transfer a device from one person to another?

    If you accidentally assign a device to the wrong person, you can simply reassign it to another person’s profile (or create a new profile).

    1. Navigate to the incorrectly assigned device.
    2. Tap on the on the upper right-hand corner to view the device menu and select Assign Device to…
    3. Select the appropriate profile to move the device to. You can also add a new person profile to your app at the same time!
    4. Your device will now appear under the new profile!
    5. Please note that any rules (Adblocking, Content Access, or Online Protection) will be reset to match the new profile.

  • How do I view my network speeds?

    ISP Speed Test:

    Want to verify that you’re receiving your internet plan’s advertised speeds? Plume Auto- runs an ISP Speed Test off of your Gateway pod every 6 hours as long as your network is idle, in order to provide you with an up-to-date number. You can also choose to run the ISP Speed Test anytime via the HomePass app on iOS and Android, even when you are not connected to your network.

    To run the ISP Speed Test:

    1. Scroll to the Adapt section on the home page of the App.
    2. The latest result of the Internet Speed test will be shown, by tapping on it the Speed Test History will come up.
    3. Tap on Check Speed Now. This will trigger a speed test off of your gateway pod and provide you with the latest results.
    4. You can turn off the Auto-run ISP Speed Test using the toggle switch.

    ISP Speed Test limits:

    The limit for SuperPods and PowerPods is 1 GBps. The built-in ISP Speed Test is limited to around 200Mbps for the original Plume Pods, regardless of the actual throughput that your pods are delivering. If you have a connection faster than this and have a Pod as the gateway, you can use the Device Speed Test feature when your mobile is connected to the Gateway Pod, to get a better idea of the Speed coming into your Gateway Pod. If you have a PC or Mac, you can download the stand-alone OOKLA speed test App to run speed tests while connected to the Gateway Pod.

    Why are there missing Speed Tests?

    The most likely reason there would be a gap in the ISP Speed Test history is that your network was busy at the time the automatic test was scheduled. By default Plume runs an ISP Speed Test every 6 hours. If your network is busy at the scheduled time, that test will be skipped.
    The Automatic ISP Speed Test will not run if your network is offline or if the speed test servers are temporarily unresponsive. If this is the case, please check your connection and try running the test again at a later time.

    Note: Running a speed test may affect the performance of other connected devices, which is why they do not automatically run when the network is busy. ISP Speed Tests only test the connection at the Gateway pod. Use the Device Speed Test feature to check the Wi-Fi performance on the other pods in the network.

  • How does Plume's content access work?

    Plume’s 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:

    1. No limits: You can access all types of content.
    2. Kids appropriate: Content that is tagged as NOT appropriate for kids will be filtered and inaccessible.
    3. Teenager friendly: Content that is tagged as NOT appropriate for teens will be filtered and inaccessible.
    4. 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. Content access will not work if Privacy Mode has been enabled or if the device is using a Private/Random MAC Address.

    What is seen by the end-user when their content is blocked?

    Content that was restricted by our security feature whenever you see the “Access to this website is blocked” message displayed in their browser window.

    Note: This only appears for HTTP sites; HTTPS sites prevent this and display the browser’s default “can’t be reached” message. HTTPS connections cannot be redirected to the HTTP blocked page because it would break the secure trusted SSL connection.

  • How to adjust motion sensitivity?

    Motion sensitivity may need to be adjusted for the following reasons:

    – Improve motion detection sensitivity, particularly if you have only a few SuperPods and/or Wi-Fi connected devices

    – There are obstructions that are making it difficult for your SuperPods and devices to detect motion in some areas.

    – You are getting too many false motion alerts because of your pets or robotic vacuums.

    What are the sensitivity options?

    Low (less sensitive to motion intensity)

    Medium (default)

    High (more sensitive to motion intensity)

    If you choose High sensitivity, you can also choose the Have Pets at home option to help filter out their movement in your home. This increases the duration of movement needed to trigger an alert from 2 seconds to 5 seconds.

    After choosing your sensitivity setting, use the Live View and test the results in all the areas you want to detect motion in.

    How do I change motion sensitivity?

    iOS:

    1. Scroll down on the Home page and Tap on the Sense.
    2. Scroll down to the bottom of the page and open Sense Settings.
    3. Choose your Motion Sensitivity option and toggle the Pet mode (optional).

  • How to delete blocked security events?

    The HomePass app allows you to delete any past blocked events, similar to clearing your browser history.

    1. If you’d like to delete your past security events, open the main menu and select the Guard option.
    2. On the bottom of the screen, you will find the Delete security events button.
    3. Simply tap the button and confirm that you would like to Clear data.

    Note that once deleted, this data cannot be recovered.

  • Set a global or custom Internet Time Out

    Plume gives you the ability to briefly freeze or pause internet access globally for all people or for all devices instantly through the Time Out feature. If you want to set a scheduled Internet break, consider our Device Freeze feature.

    Setting a custom Time Out / Global Time Out (All people):

    1. From the home screen, scroll to the Control Section and find the option Time Out menu.
    2. Tap on the pencil icon to edit who will be put in a Time Out and the length of the Time Out.
    3. Use the + or – to modify the Time Out period in 10-minute increments.
    4. Under Devices belonging to, tap on the people individually or you can use the black checkmark to select everyone.
    5. Tap on Done to return to the previous screen.
    6. Tap on the pause icon to activate the Time Out. All devices assigned to the people selected will now have Internet access blocked. The Time Out timer will count down until expiry.
    7. Use the +, – or x to modify the duration or cancel the Time Out.

    Setting a custom Time Out / Global Time Out (All devices):

    1. From the home screen scroll to Control Section and find the Time Out menu.
    2. Tap on the pencil icon to edit who will be put in a Time Out and the length of the Time Out.
    3. Use the + to increase the Time Out period in 10-minute increments. Use the to reduce the duration.
    4. Under Devices at home, tap on the devices individually or you can use the black checkmark to select all devices.
    5. Tap on Done to return to the previous screen.
    6. Tap on the pause icon to activate the Time Out. All devices selected will now have Internet access blocked. The Time Out timer will count down until expiry.
    7. Use the +, – or x to modify the duration or cancel the Time Out.

  • How to personalize home screen layout

    HomePass’ new update allows users to be able to personalize their app home screen layout.

    1. Scroll to the bottom of the home screen.
    2. Click on Personalize layout.
    3. Drag and move or hide home screen sections for Adapt, Guard, Control and Sense.

  • How to invite people to HomePass

    You can invite people to help you manage your Plume Wi-Fi network. Access can be assigned to read only or admin access. Inviting people to the app is good for spouses and roommates — anyone who needs access to the app and network.