Internet and Wi-Fi 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

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.

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

No. All Internet and Wi-Fi equipment is provided by Smartaira.

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 will 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.

It is not recommended. There is already a router in the TP-Link device offering wired ports and Wi-Fi 6 speeds. If you need more ports, an Ethernet switch may be used. If you choose to use your own router, our ability to support you will be limited.

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.

It’s not recommended.

Damaged devices, cables or connections will result in a paid service call to restore service.

If the device needs to be moved, 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.

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

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