Help center

0. Getting started with a new device (with step-by-step figures)

If you have just received a device and need to complete registration and activation, go straight to the Quick Start Guide. It follows the console screen by screen: which three items to look for on the device label, what to enter at each of the three registration steps, and, once registration is complete, where to switch the cloud exit, configure WAN/LAN/WiFi and buy a cloud service plan.

The sections below cover general service and support topics: activation preparation, network policy, accounts and orders, and troubleshooting.

1. Service activation and deployment preparation

After you submit a request, please have ready your company name, contact person, deployment address, number of sites, current carriers, target applications, bandwidth requirements and expected go-live date. Our team will confirm the design, the delivery scope and the next steps based on available resources and technical conditions.

• Confirm that the sites, circuits, equipment and optional features in the order or proposal are correct;
• Prepare stable power, a rack or mounting location, network cabling and any site access required;
• Provide the existing topology, IP address plan, VLANs, exit policy and details of any cloud or data center that needs to be connected;
• Nominate business, network, security and billing contacts so changes and incidents can be coordinated.

2. Network access and policy configuration

Configuration for SD-WAN, enterprise offices, AI connectivity optimization and live streaming networks varies by site, carrier and business goal. Before deployment, define the primary and backup links, the key applications, the direction of access, the regional exits, the security policy and the failover behavior you can accept.

• Record the current configuration and assess the impact before changing subnets, VLANs, DNS, routing, NAT or firewall policy;
• Avoid changing customer-side equipment, carrier circuits and 6WIFI policy at the same time without coordination;
• When you need additional sites, bandwidth, cloud access or special routing, submit the scope of the change and the target date;
• When using speed test results, also record the test time, how the endpoint was connected, the test target and whether other traffic was present.

3. Device installation and day-to-day management

Connect the equipment as described in the instructions supplied with it and in the project deployment documentation. Place equipment where it is ventilated, dry and has stable power, and do not block ventilation areas, open the case or use an incompatible power supply.

• Confirm what each port is used for before connecting or disconnecting a cable, and label circuits and equipment clearly;
• Do not perform a factory reset, flash firmware or change the management configuration of managed equipment on your own;
• Contact technical support in advance before relocating equipment, powering it down for maintenance or changing the uplink circuit;
• If equipment behaves abnormally, record the indicator lights, on-screen messages, serial number and connected ports, and provide site photos if needed.

4. Accounts, orders and billing

For account or order questions, write from the company email address on record where possible and include the company name, order number, service address and authorized contact details. To protect the account, we may verify identity and authorization before processing sensitive requests.

• When updating contacts, billing details or authorized users, state the effective date and the reason for the change;
• Adding, cancelling or adjusting services is governed by the applicable order and the change documents both parties have confirmed;
• For invoice questions, state the billing period, the line item and the specific discrepancy, and do not send full payment card details;
• Pricing, renewal, cancellation, refund and credit rules are governed by the order or the signed agreement.

5. Quick checks for common faults

If you see a network outage, slower access, packet loss or an application problem, first establish the scope of the impact and, where possible, leave the environment as it is so the problem can be located.

• Check that the equipment has power, that the indicators are normal, that cables are connected and that the upstream carrier circuit is up;
• Determine whether the problem affects a single endpoint, a single site, a specific application, or all services;
• Record when it was first noticed, whether it is continuous or intermittent, any error messages, and recent configuration changes;
• Run a comparison test from a wired endpoint and keep the test target, latency, packet loss and throughput results;
• Do not repeatedly restart equipment, perform a factory reset or make broad routing policy changes without confirmation from support.

6. Reporting faults and requesting technical support

Complete information in a support request significantly reduces back-and-forth. Submit it through the support channel specified for your project or order; if none is specified, email support@6wifi.com or call +1 910 666 2222.

• Company and contact details, plus a phone number or email address we can reply to;
• Order, site, circuit or equipment identifiers;
• When the problem started, its current status, the services affected and the range of users affected;
• Error screenshots, logs, test results and a record of changes made before and after the fault;
• Time windows available for remote troubleshooting and the on-site contact.

7. Security incidents and emergency changes

If you suspect account compromise, unauthorized access, malicious traffic or another security incident, mark the support request clearly as a security incident and state when it was discovered, which assets are affected and what has already been done. Do not send passwords, keys or full payment details by ordinary email.

Emergency changes can affect existing connections. Before making one, confirm who authorized it, its scope of impact, the rollback plan and the verification method; afterwards, record what was actually changed and the result.

8. Scope of service and documentation

This help center provides general operational guidance and does not constitute a configuration commitment for any particular network environment. The actual scope of service, support channels, response targets, equipment responsibilities and change procedures are governed by your order, deployment documentation, service schedules or the agreement signed by the parties.

For service levels, see the Service Level Agreement page and your signed documents; if the two differ, the signed documents prevail.