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Your home internet is not working! Not fun! But let’s take a few steps to figure out where the problem is!
Is your PG&E power out? If so, and you’re on a generator or battery system, check to make sure that the following components are receiving power:
- media convertor (black box that converts fiber to ethernet) (see 1st pic to left)
- Plume Pod (silver hex pod with 2 ethernet jacks, provides WiFi) (see 2nd pic to left)
- Any other router or switch on your network.
- Any other WiFi access points, including other Plume Pods.
Check the Madrone Network Status page!
Next, check the Madrone Facebook group from your phone, if you have cell data access. We will post there as soon as we are aware of a full or partial outage or other issue affecting customers, and will try to update there quickly.
Media Convertor
Media Convertor
Media convertor- This is the black box that the fiber coming into your home connects to, and converts it from fiber to ethernet. There are 6 lights, 5 of them should be on or flashing. Here’s what they mean:
If the PWR light is not on, check the electrical cord and where it’s plugged in.
If the 1000M or 100M lights are off, that means the ethernet to the Plume or your own router is not working. ONLY one of these two lights should be on.
If the Fiber light is on or flashing, you have a good fiber connection from the Network box outside your house.
If the TP light is on, this media convertor is talking to the Plume or other device on ethernet.
The FDX light should be on, indicating full duplex Ethernet transmission.
If you do not have 5 lights on or blinking, there’s a problem either with the fiber or the ethernet.
Plume- this is harder to diagnose, as in the normal state, there is no light on the Plume. If the white light in the middle of the face of the Plume is doing a steady pulsing like a human heartbeat, that Plume Pod cannot reach the Internet. If the light is doing anything else, the Pod is probably having other issues, maybe Internet related. Plume has a chart here: https://support.plume.com/hc/en-us/articles/360004359993-What-does-the-LED-light-on-my-pod-mean- but note that the SuperPod and SuperPod with WiFi6 have different lights.
The Plume HomePass app requires an Internet connection, as it’s talking to Plume’s servers, but should be able to diagnose if either the first gateway Pod or other individual pods are offline.
If your are getting Internet access, but it appears to be slow, here’s some quick tests you can do:
- plug in an Ethernet-capable laptop to the Plume, and run a speedtest (speedtest.net or fast.com ) You should be seeing upload AND download speeds above 900Mbps if everything is working well.
- while near the gateway Plume, use a cell phone or tablet, turn the WiFi off and on, make sure you’re on the Plume’s WiFi network. Run the speedtest either through a browser or the Speedtest app. Depending on your version of WiFi, you should see 400Mps or more for WiFi5 and 800Mbps or more for WiFi6 for both download and upload speeds. If you have an older device, you may see speeds around 100Mbps.
- running additional tests elsewhere in the house and other WiFi networks will be dependent on distance from a WiFi access point and how the other WiFi networks are connected (is there a router or firewall? Are you using another WiFi mesh system?)
If none of this is working, click here for contacting Support.
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