FAQs: Premium WiFi for CenturyLink^® Fiber Internet

Premium WiFi is a smart wireless system that replaces a traditional router and is included with some Fiber Internet plans. Learn more below about the service, how it works, and how to manage it.

Setup and management

Existing CenturyLink customers can qualify for Premium WiFi by upgrading to a fiber internet plan, if available in your area. New customers will be offered Premium WiFi on any order for new fiber internet installation.

As a part of new fiber internet installation, a technician will help you set up your Premium WiFi equipment. Prior to your installation appointment, you'll receive an email with information to download the HomePass by Plume app, or you can use the links below.

Once the app is installed on your mobile device, sign in using the information provided to you by email or during installation. The first time you sign in, you will have the option to set a new password using Forgot password? You may also choose Sign in with magic link to continue without a password, but this will require that you use the magic link each time you want to sign in.

How to set up Premium WiFi

Download the HomePass by Plume app to manage Premium WiFi

Special note for iPhone users: If you purchased your iPhone outside the U.S., the HomePass app may not appear in the app store. If this happens, simply change your region to the United States in the iPhone settings, and the app will be available. Once you have installed the app, you can adjust the region setting again as needed.

After your WiFi network has been set up, you can manage it through the HomePass by Plume app. Features of the app include:

IoT Security – Helps protect every device on your network
Control – Manage users, devices, and content, including website blocking, content filters, and schedules
Adapt – Check WiFi signal strength and speed to your pods that continually adjust to your use
Guard – Security powered by A.I. (artificial intelligence)

Download the HomePass by Plume app to manage Premium WiFi

Premium WiFi comes standard with two WiFi pods that you can lease or purchase. One pod will connect directly to the SmartNID, and the second one is connected wirelessly in a location farther away. The technician will assist you with placement during your installation appointment.

Download the Q9500XK WiFi pod info sheet

Yes, you will have WiFi service and will be able to connect devices to your network without the app. However, you will not have access to features such as network security, parental controls, device information, and more. For this reason, we strongly recommend using the HomePass app to manage your Premium WiFi service.

Benefits and features

Premium WiFi includes real-time protection for all devices connected wirelessly to the network. Built-in security detects the most common cybersecurity threats and quarantines devices when a threat is discovered. The HomePass by Plume app gives you quick access to see all the A.I. security features.

Premium WiFi is a smart system that adapts to your internet use patterns. The cloud-based A.I. detects your wireless devices and optimizes each one's connection to the network to keep your data flowing smoothly.

How does it work? The network continually learns and adapts to how you use it, then optimizes the signal to each device based on that information, ensuring the best connections across your network in real time. The interconnected WiFi pods run extra optimizations every night. The app then makes suggestions to help you get the most out of your Premium WiFi network.

With a single wireless router, the signal comes from one central point. Premium WiFi is a distributed system, meaning signals are extended farther and more evenly throughout your home or office. This gives you faster coverage with less congestion for your devices. And, if one WiFi pod stops working, data is instantly routed to the other one to prevent interruptions until the issue can be resolved.

WiFi extenders are one way to get a stronger WiFi signal, but the drawback is that you may have to switch manually to a different network as you move around. Premium WiFi has two connection points (pods) that are on the same network and automatically switch your devices to the strongest signal. It's like how your mobile phone accesses the closest cell tower as you drive down the highway. The result is a seamless and more reliable connection. Not only that, but the Premium WiFi system adapts to your personal use patterns over time, and can be fully managed and customized through the HomePass companion app.

Troubleshooting and performance

The attached SmartNID device is different from a modem or gateway used with DSL internet. The SmartNID serves as the fiber network terminal, bringing the fiber internet connection into your home, but it does not provide the wireless function. So, you need Premium WiFi or another solution to access your fiber internet connection on all your wireless devices.

SmartNID C5500 installed with Premium WiFi pod

The HomePass by Plume app shows download and upload speeds to each WiFi pod. The speed to the primary pod (the one connected directly to your SmartNID) should be close to your plan bandwidth.

Follow our troubleshooting steps to check the wired connections (cords and cables) and the wireless connections (Bluetooth and WiFi). This should help you find where the problem is so you can fix it. You can also contact a tech support agent if you need more help.

Wireless signals always see some loss due to distance and interference. One of the main causes of slowdowns is the number of devices sharing your connection. Another is the distance from the pod to the device. Slower (usually older) devices can also cause congestion by slowing down traffic on the entire network. The closer you are to one of your WiFi pods, and the newer your wireless device, the better your signal and speed will be.

Understanding internet speed

Yes, you can pair another mesh WiFi solution with your SmartNID to deliver wireless service to your devices. Note that the SmartNID does not have WiFi capabilities on its own. Also note that CenturyLink cannot assist with installation, troubleshooting, or maintenance of a third-party WiFi product.

No, Premium WiFi is not compatible with non-CenturyLink modems. The pods are specially designed and configured to work with our SmartNID terminal. We cannot support any third-party modem, router, or other internet equipment.

No, the WiFi pods are set up to work with CenturyLink Fiber Internet service and will not work with a different service. If you decide to cancel your service and you are leasing the pods, you will need to return them to us. If you purchased your pods, they are yours to donate or sell, or you can send them back to us to be recycled.