Note:  The Gateway does not support 5GHz networks or non-password protected Wi-Fi hotspots.

Stuck on updating – Gateway will update periodically as improvement are made, may also update at first set up to the most current firmware.      Must give Gateway 15-20 minutes to complete the update. 

  1. Power cycle the Gateway by unplugging it for 3 min. then plugging back in. 

    1. Allow it time to connect to Wi-Fi

    2. Wait 10 minutes to confirm the Gateway comes on line

  2. If still updating after power cycle

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested, note: responses can take up to 24 hours

  • Email:, note: responses can take up to 24 hours.

  • Phone: 1-800-221-6352 - Monday – Friday 8:30 - 6:30 pm (eastern)