Support

Network Status

All systems go.

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How to Reach Us

844.390.1125

Quick and easy text messaging, for the younger set.

410.637.3707

OK Boomer, we're here for you when you want to talk.

support@portnetworks.com

Some people like it in writing. We get that.

How Long to Give Us

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Basic Wi-Fi Fixes

I can't find my Wi-Fi network

First, make sure you can see some networks in the list of available networks; if not, your Wi-Fi may be disabled, or it may need to be turned off and on again to reset it. If your network is missing from the list, check that your router is powered on, and that you have a green status light. Also, make sure you have scrolled to the appropriate section of the list of available networks. They are listed alphabetically, so “Port_Networks_ H67EDS” will be among the Ps.

I can find my Wi-Fi network, but it has very weak signal (few bars)

Moving data requires a stong wireless connection between your device and your router. Wi-Fi signals will grow fainter over long distances, and when they pass through walls, floors, and other objects. They are also susceptible to interference from other signals in the same frequencies (“noise”). Try to make sure that your router is as high up in the room as possible, so signals will pass over people and furniture, and locate it away from other wireless electronics. If signal is weak in a particular part of your home, contact us for a mesh-node that will extend your Wi-Fi network.

I can find my Wi-Fi network, but my pre-shared key (password) isn't working

First, make sure that the caps-lock key on your keyboard isn’t on, pre-shared keys are case sensitive. Sometimes PSKs don’t work because a device has been reset to factory defaults. You can use CommandIQ to change your PSK, or you can contact us for assistance recovering it.

I can find my Wi-Fi network, but my device won't connect to it

Today’s Wi-Fi routers broadcast a single SSID (network name) over both the 2.4GHz and 5GHz frequencies that are available for Wi-Fi. Some older devices (and newer, inexpensive devices) only support 2.4GHz Wi-Fi, and make have trouble working with a combined SSID. If you’re working with such a device, let us know and we can create separate SSIDs for each frequency.

I'm connected to Wi-Fi, but my device says "No Internet"

Generally, a “No Internet” error means that the wide-area network (WAN) connection of your router isn’t working, even though the router itself is on and accepting local (LAN) connections. Check the network cable or fiber that is plugged into the WAN port on your router to make sure it’s firmly seated at both ends. If you recently changed credit cards but forgot to update that information with us, that can sometimes create the same symptom.

I'm on the Internet, but content is loading very slowly

To figure out what’s causing data to move slowly, we first try to determine whether the problem is on your local (LAN) network, or on the wide-area (WAN) connection between your router and the rest of the Internet. If you have a device with an Ethernet port, try connecting it directly to your router and running a speed test — that will eliminate Wi-Fi signal issues as a possibility. If you don’t have a device with an Ethernet port, run a speed test over Wi-Fi and let us know the results. We’ll take on the troubleshooting from there.

I'm on the Internet, and a message popped up telling me to call support

In almost all cases, a pop-up telling you to call support (for Microsoft, Apple, Port Networks, etc.) is part of a scam. Resist the temptation to call, and instead scan your device for malware: viruses, worms, Trojan horses, spyware, etc. If you want to check whether a message is legitimate, call the publicly listed number, not the one you get from the pop-up.

When all else fails...

Restarting your router/modem and devices often resolves temporary glitches.

Updating firmware and drivers can enhance performance and resolve known bugs.

Using a wired connection (Ethernet) can bypass many wireless issues.

Frequenty Asked Questions

How do I update my credit card?

If your credit card information has changed (again!), please Sign In using the link at the top right of this site. Under Support, choose Edit Your Profile. From the menu on the left side, choose Payment Information. Once you have updated your account with the new information, make sure you check “Save My Credit Card Information” and then click Continue. You can also update your payment information by calling us. (Please do not send credit card information to us by email.)

Can I pay an invoice online?

To update your stored credit card information and make a payment at the same time, please Sign In using the link at the top right of this site. Choose Billing, then Make a Payment. Check off the invoice(s) you’d like to pay, then enter your new card information (check “Save this Card” and “Make Default” to use the card for future automatic renewals). When done, click Submit to process your payment. You can also pay an invoice and update your payment information by calling us. (Please do not send credit card information to us by email.)

How do I change my plan?

In most cases, we can change the speed of your connection — from Standard to Premium or Premium Plus — remotely, by changing the settings on your account or re-configuring the equipment we supplied at the time you started service. To make a change in the speed of your connection, please contact us by phone or by sending an email to support@portnetworks.com.

Can I transfer my account to a roommate or new owner?

If you’d like to transfer financial responsibility for your account to a roommate or new tenant, please begin the process by calling us or sending an email to support@portnetworks.com. Once we’ve verified your identity, we’ll mark your account as open for transfer. After that, we’ll need to receive financial information from the new account holder in order to complete the transfer.

How do I turn off automatic renewal?

To keep your service continuous, all of our plans automatically renew at the end of each billing cycle. If you’d like to turn off automatic renewal, please call us or send an email to support@portnetworks.com. Depending on your plan, we’ll respond with instructions on how to return your equipment, or set you up with an appointment to have it removed by one of our technicians. Because we offer deep discounts when you buy service by the month, instead of by the day, we don’t pro-rate monthly invoices.

How do I return my equipment?

If you’ve turned off automatic renewal, and you have equipment that does not have to be removed by a technician, you can return it to us in person or through any traceable carrier. Our office at the World Trade Center of Baltimore is open from 8am to 5pm, Monday through Friday. If you’d prefer to use FedEx, UPS, or USPS, please send the equipment to Port Networks, 401 E Pratt St, Suite 2553, Baltimore, MD 21202.

Routers & CommandIQ

Router Installation Guides

CommandIQ Videos

Introducing the CommandIQ App

A quick overview of the capabilities of our CommandIQ app: create profiles, pause the Internet, set a schedule, run a bandwidth test, filter content, and prioritize devices and activities.

CommandIQ Main Dashboard

A more detailed look at the CommandIQ Main Dashboard, covering tools for managing your network, navigating to other sections of the app, lists of people and places, and changing settings on the app.

People, Places & Things

Explore the details of how to set up People, Places, and Things in CommandIQ so that you can more effectively track and manage how your network is being used.

Change Your Network Name and Password

Step-by-step guidance on how to change the SSID (network name) and pre-shared key (password) for the Wi-Fi on your Calix router.

Run a Bandwidth Test

Step-by-step guidance on how to measure the speed of data moving between your router and the rest of the Internet (if you’re having a speed issue, see Basic Troubleshooting).

Setting Up Parental Controls

Sharing your connection with kids? This guide shows you how to create profiles, assign devices, and then manage access to your network. Setting Up

Screen Time Limits

A more detailed look at using Parental Controls to manage the amount of time your kids spend connected to your network, through offline blocks scheduled for any part of the day.

Learn About Notifications

A quick guide to finding alerts on the CommandIQ app, reading and deleting them, and how you can turn alerts on and off at different times.

Setting Up a Guest Network

A step-by-step guide to creating a network you can share with guests, for a few hours or a few months. Guest networks operate independently of your existing home network.

Sharing Your Wi-Fi Guest Password

More detail on how to share the password to your guest network via a QR code that can be sent by text or printed for future reference.

Download CommandIQ

Cameras & Phones

Setting up the Arlo Secure App

An in-depth guide to the features of the Arlo Secure app, including different types of notifications for people, vehicles, animals, and other motion. Learn how to set up Package Detection so you know the minute a delivery has been made.

Doorbell Camera Overview

An overview of the features and benefits of the Arlo doorbell camera, available as an option with any Port Networks plan.

Spotlight Camera Overview

An overview of the features and benefits of the Arlo spotlight camera, available as an option with any Port Networks plan.

Arlo Emergency Response

A guide to the Arlo Emergency Response option, available as an upgrade for any Arlo camera package.