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

Gateway showing off-line 

First - confirm the status of the LED on Gateway – refer to SWF Gateway LED Status  

If showing off-line longer than 10 minutes; power cycle the Gateway (unplug then plug back in) – Wait for it to connect. 

If that does not correct:  

  • 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)