Fiber-optic Internet FAQs

Smartaira associates are available to assist you 24 hours a day, 7 days a week via phone, email, text (SMS), and online form requests.

Phone: (310) 974-8776
Text: (385) 275-8398
Email: support@smartaira.com
Web: https://smartaira.com/help

CREATE YOUR ACCOUNT

1. Visit http://signup.smartaira.com.

2. Enter your Email Address and click the Orange button.

3. Slowly start typing your street address. Choose it from the list.

4. The other fields will auto-populate. Click the “Next” button.

5. Enter your personal information and unit number. Click the “Next” button.

6. Check your inbox for a validation email. Click the link provided.

7. Create and confirm your preferred password. Click “Create Account”.

ENTER MAC ADDRESS

1. Log in to https://portal.smartaira.com using your email address as your username and the password you set in Step 7.

2. Click “Devices” from the menu

3. Under “Add Device” enter your Wi-Fi Router’s MAC Address (usually found on a label on the bottom of the router, use colons instead of hyphens) and enter a Device Name

4. Click “Add Device”

CONNECT YOUR WI-FI ROUTER

1. Connect your Wi-Fi Router’s WAN/Internet port to the TP-Link Omada fiber switch using an Ethernet cable.

2. The Wi-Fi Router will automatically connect to the Internet. Typically lights on the router will change color (e.g., Red to Blue) when the Internet connection is made.

3. If you need assistance, contact Smartaira 24/7 Support at (310) 974-8776

NOTE:

If you decide to connect another hardwired device directly to the TP-Link Omada Switch, you will need to repeat this process using the MAC Address of the device you are connecting. Hardwired devices connecting to your Wi-Fi router do not need to register their MAC address in your Smartaira account to get on the Internet.

You can connect wired devices via Ethernet cable to any of the yellow jacks on the back of the TP-Link router.

Wi-Fi devices can connect using the one of the Network Names (SSID) and Wi-Fi Password (Wireless Password/PIN) found on the bottom of the router.

The first “SSID” value is for 2.4GHz IoT devices like Alexa, Ring, Nest, etc. and the second “SSID” value (with “_5G”) is a faster network (5GHz) for mobile devices and computers. The same password is used for both SSIDs.

CONNECT WIRELESS DEVICES

1. Open your wireless device’s Network Settings.

2. Select the Network Name (SSID) matching your device’s requirements.

3. Confirm the Wi-Fi security setting is “WPA2”

4. Enter your Wi-Fi Password

5. Click “Join” or “Next”

6. If you are asked whether the device should be discoverable on your home network, choose “Yes” or “No”.

If you need assistance, contact Smartaira Support at (310) 974-8776.

No. It is not required. Smartaira will lend you a basic Wi-Fi 6 router.

However, if you want a more powerful, scalable, or feature-rich home Wi-Fi network, you are welcome to purchase and connect your own.

A popular retail upgrade is a Wi-Fi Mesh network that can improve coverage in larger units.

For simplicity, it is best to use the credentials printed on the bottom of the router.

If you customize your SSID or Wi-Fi Password, you may need to reset the router to the original manufacturer settings prior to receiving technical support. There is a “reset” button on the back of the router.

Please contact Smartaira Support at (310) 974-8776, if you need assistance.

Absolutely.

However, it may limit the level of support your Smartaira Smart Desk agent can provide.

The Smart Desk can help you get the router on our network, but they may not have experience with connecting devices to the router.

We suggest contacting the router manufacturer’s support team for device connectivity questions.

Yes. These devices typically require a 2.4 GHz (Wireless N / Wi-Fi 4) connection, so use the first SSID (without the “_5G”).

Please contact Smartaira Support at (310) 974-8776, if you need assistance.

Yes. When connected to your home Wi-Fi network or the common area Wi-Fi network.

Yes, but you won’t want to share your personal credentials with people you don’t trust because you’ll be inviting them onto your home network and they may be able to access other devices.

Yes.

You are responsible for configuring your local area network.

By default most residents will connect their Wi-Fi router’s WAN/Internet port directly to the TP-Link Omada fiber switch in the media panel with a 3 or 6 foot Ethernet cable.

However, if your unit has Ethernet wall jacks, your media panel may have the ability to connect the fiber switch to the punch down panel. Then you can connect your router’s WAN/Internet port to a wall jack in a different room. Just make sure you connect to the port in the media panel associated to the room jack you chose.

This is a great way to centrally locate your Wi-Fi router.

If your need assistance, please call Smartaira Support at (310) 974-8776.

First, ensure you’re connecting to the proper Network Name (SSID) for your router and first 5 LED lights are on.

POWER LED

On - The system has started up successfully.

Flashing - The system is starting up or the firmware is being upgraded. Do not disconnect or power off your router.

Off - Power is off.

2.4GHZ WIRELESS LED

On - The 2.4GHz wireless band is enabled.

Off - The 2.4GHz wireless band is disabled.

5GHZ WIRELESS LED

On - The 5GHz wireless band is enabled.

Off - The 5GHz wireless band is disabled.

INTERNET LED

Green On - Internet service is available.

Orange On - The router’s Internet port is connected, but the internet service is not available.

Off - The router’s Internet port is unplugged.

ETHERNET LED

On - At least one powered-on device is connected to the router’s LAN port.

Off - No powered-on device is connected to the router’s LAN port.

WPS LED

On/Off - This light remains on for 5 minutes when a WPS connection is established, then turns off.

Flashing - WPS connection is in progress. This may take up to 2 minutes.

If the issue persists, toggle the On/Off button on the back of the router to reboot.

Call Smartaira Support for further assistance at (310) 974-8776.

First, check your property’s Internet Flyer for your community’s contracted top speed.

Industry-standard customer premise equipment (i.e. access points, Wi-Fi routers, etc.) have a top line speed of 1 Gbps.

Your computer or gaming system will need to be connected to the router with an Ethernet cable to reach top speeds.

If your community’s top speed is advertised as 1 Gbps the actual realized speed may be closer to 940 Mbps.

Here’s why. Each packet sent over the network has built-in "overhead" (bits used for addressing, error checking, security, etc.). The overhead is about 2.8-5.3% of the packet size, depending on the size of the original file.

So, while the network packets are traveling at 1 Gbps, each packet carries about 94% of your data. So, a Speed Test will reflect a maximum data transfer of about 940 Mbps (or something close to that).

The age and performance of the device you are connecting may also limit the speed of the connection.

Here is a link you can use to test your speed. Ookla also has an app for mobile devices.

If your performance regularly drops below your community’s top speed, please contact Smartaira Support at (310) 974-8776 for troubleshooting.

The Network Name (SSID) and Password for the common areas will be different than the Wi-Fi network in your apartment.

Check with the leasing office for the current Network Name (SSID) and Password.

By default, when you add your gaming device to your router, your device may receive NAT Type 3 errors when you try to use online gaming services. However, changing to NAT Type 2 removes most of the problems you will encounter with Network Address Translation.

A device with an Open NAT (Type 1) can connect to Open, Moderate, and Strict NAT types; a device with a Moderate NAT (Type 2) can connect to Moderate, and Open NAT types; and a device with a Strict NAT (Type 3) type can only connect to another Strict NAT type.

If your gaming environment requires a Strict NAT, our system has a couple different options. IPv4 addresses are a limited resource, so they are not active by default.

Please contact our Smart Desk technical support team at (310) 974-8776 to discuss your NAT requirements.

We have Public IPv4 addresses available, but you may prefer to use Smartaira dual-stack functionality and choose an Public IPv6 address instead.

Yes, we do support VPN connections. Many of our customers use VPNs to enhance security and access services remotely without any issues.

To ensure the best experience:

• Make sure your VPN is configured correctly and does not block essential ports or services.

• If you encounter any connectivity issues while using a VPN, we recommend temporarily disabling it to help isolate the cause.

• Our support team is available to assist with troubleshooting if needed.

If you have a specific VPN setup or run into challenges, feel free to reach out—we’re here to help. Call our 24/7 Technical Support at (310) 974-8776.

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