Who this is for: Hosts and Cleaning Companies working in a Landing home.
The WIFI credentials
Most Landing homes use the same wifi credentials.
Network: Landing
Password: smoothlanding
Try those first. If they do not work, see the section below on what to do when you cannot connect.
If you cannot connect
Work through these in order.
Try the standard credentials first. Network Landing, password smoothlanding.
If those do not work, try the credentials on the equipment itself. Most routers have the default network name and password printed on a label on the underside or the back of the unit.
If you still cannot connect, start a chat with Landing. Tell them which home you are in and what you have already tried, and Landing will get you the right password.
If the Landing network does not appear in the list of networks at all, tell Landing that too. It usually means a problem with the equipment rather than with your device.
How to test the wifi speed
Connect your phone to the home's wifi.
Turn your cellular data off, so the test measures the wifi and not your mobile signal.
Go to fast.com and let the test run.
The speed should be at least 50 Mbps, meaning megabits per second. Anything lower needs fixing.
If the speed is below 50 Mbps
Find the internet equipment in the home. See the next section if you are not sure where to look.
Unplug the power cable from the equipment and leave it out for 30 seconds.
Plug it back in and wait 3 minutes. The equipment takes a couple of minutes to come back online, so testing too early will show a fail even when the reboot worked.
Run the speed test again.
If the speed is still below 50 Mbps, start a chat with Landing.
Where to find the internet equipment
The equipment is usually tucked out of sight. Check these places, in roughly this order.
The utility closet. Often behind a hinged panel set into the wall, sometimes called a media panel or wiring panel. Open the panel and the equipment is usually mounted inside or sitting on a shelf.
A bedroom closet. Same idea, either behind a wall panel or on a shelf.
The living room, under the TV. Look on the lower shelf of the console below a wall mounted TV. The equipment may sit out in the open, or be tucked inside a fabric basket on that shelf.
What the equipment looks like
Which provider serves a home depends on the building, so the equipment varies. A modem brings the internet into the home and a router shares it out over wifi. Many providers combine both into one unit, which they call a gateway.
These are the providers you are most likely to see.
AT&T
Look for a white upright unit, usually a BGW320 or a BGW210. Older homes may have a Pace 5268, an NVG599, or an NVG589.
Fiber homes also have a small separate box called an ONT, which converts the fiber signal. It may be in a closet, in a garage, or mounted on an outside wall.
Xfinity
Called an Xfinity Gateway or an xFi Gateway. The recent models, XB7 and XB8, are tall white upright units. Older ones, XB3 and XB6, are flatter black boxes. The model number is printed on the bottom of the unit.
Spectrum
Spectrum homes often have two separate devices rather than one. A modem, which may be branded Arris, Ubee, Technicolor, or Hitron, plus a black Spectrum router.
The Spectrum router has a single status light rather than a row of them, so the colour of that one light carries all the information.
Quantum Fiber
Either a white box mounted on the wall, called a SmartNID, or a white upright modem such as a C4000XG. Some homes also have small wifi pods placed around the home to extend the signal.
What the lights mean
Lights differ by provider, but the general rule holds everywhere: solid is good, blinking or red is not.
On a Spectrum setup with two devices, check the modem first. Its online light has to be solid before the router can come good. A red router light with a healthy modem is a different problem from a red light on both.
How to submit a WIFI ticket
If rebooting does not fix the problem, submit a ticket so it gets tracked through to a fix.
The steps are the same as any maintenance request, with the Issue Type set for wifi.
Select Create Request.
Look through the open requests first, so you do not submit a duplicate for something that has already been reported.
Set Issue Area to Living Room. The area does not affect how a wifi ticket is handled, so use Living Room wherever the equipment actually sits in the home.
Set Issue Type to Wifi Troubleshooting.
Fill in the description, covering the three things below.
Select Create Maintenance Request.
See Making a Maintenance Request for the full walkthrough with screenshots.
What to put in the description
What the problem actually is. Be specific, because these get fixed in different ways.
There is no connection at all
The connection is spotty and keeps dropping
The connection works but is slow, and include the speed you measured
A sign in or captive portal page appears instead of the internet
The Landing network does not appear in the list of networks
What you have already tried. Which credentials you used, whether you rebooted the equipment, and what the speed test showed before and after.
Any relevant photos. The equipment and its lights, and any sign in page you are seeing on screen.
The more of this you include, the less likely someone has to come back to you for basics before they can start working on it.
What not to touch
Do not factory reset or press the reset button on any equipment. That wipes the home's setup and makes the problem worse. Reboot by unplugging the power instead.
Do not unplug anything except the power cable. Leave the other cables where they are.
Do not disconnect green tipped cables on a Quantum Fiber SmartNID. Those carry the fiber connection.
Do not remove an AT&T ONT or fiber jack. These are permanent installations.
If you think something is wired wrong or is physically damaged, take a photo and send it to Landing rather than trying to fix it.