Setting up your Nexora SmartHub Plus - KB-HW-004

Applies to: Nexora SmartHub Plus
Audience: Residential customers
Last updated: Demo content

Summary

This article explains how to install and activate your Nexora SmartHub Plus. SmartHub Plus is designed for full-fibre broadband, stronger Wi-Fi coverage, connected-device visibility, and guided troubleshooting through the Nexora Assistant.

What is included in the box

Your SmartHub Plus package should include:

• Nexora SmartHub Plus router
• Power adapter
• Ethernet cable
• Quick start card
• Wi-Fi network name and password card

If anything is missing, contact Nexora Support or raise a ticket through the Nexora Connect Community.

Step 1: Position your SmartHub Plus

Place the SmartHub Plus:

• In an open area
• Near your fibre connection point or ONT
• Away from large metal objects
• Away from microwaves and cordless phone bases
• Off the floor where possible

For best results, place it near the centre of your home.

Step 2: Connect the cables

1. Connect the Ethernet cable from the ONT to the SmartHub Plus WAN port.
2. Plug the SmartHub Plus into the mains power socket.
3. Turn the SmartHub Plus on.
4. Wait while the device starts up.

The first startup can take several minutes.

Step 3: Check the lights

Use the lights on the front of the SmartHub Plus to confirm status.

Step 4: Connect your devices

You can connect devices using Wi-Fi or Ethernet.

To connect by Wi-Fi:

1. Find the Wi-Fi network name on the card supplied with your SmartHub Plus.
2. Select the network on your phone, laptop, tablet, or smart TV.
3. Enter the Wi-Fi password.
4. Wait for the device to connect.

To connect by Ethernet:

1. Plug an Ethernet cable into one of the LAN ports.
2. Connect the other end to your device.
3. Wait for the connection to become active.

Step 5: Rename your Wi-Fi network

You can rename your Wi-Fi network in the Nexora app.

1. Open the Nexora app.
2. Select My Network.
3. Choose Wi-Fi Settings.
4. Enter a new network name.
5. Save your changes.

After changing the Wi-Fi name or password, you may need to reconnect your devices.

Step 6: Use smart diagnostics

SmartHub Plus includes built-in diagnostics. These can help identify:

• Weak Wi-Fi areas
• Device connection issues
• Broadband line problems
• Router placement issues
• Unusual device activity

You can ask the Nexora Assistant:

“Check my SmartHub Plus connection.”

The assistant may recommend a fix or create a support ticket if further investigation is needed.

Troubleshooting setup problems

The SmartHub Plus has no lights

Check that:

• The power cable is connected.
• The wall socket is switched on.
• The power button is on.
• The supplied power adapter is being used.

The broadband light is red

Check that:

• The Ethernet cable is connected from the ONT to the WAN port.
• The ONT has power.
• The service has been activated.
• There is no known outage in your area.

I cannot see the Wi-Fi network

Try the following:

• Restart the SmartHub Plus.
• Move closer to the router.
• Check that Wi-Fi has not been disabled in the Nexora app.
• Confirm you are using the correct network name.

When to create a support ticket

Create a ticket if:

• The broadband light stays red for more than 15 minutes.
• The ONT has no lights.
• You cannot connect any device by Wi-Fi or Ethernet.
• The SmartHub Plus restarts repeatedly.
• The device is damaged or missing from your order.

Suggested IVA handoff

The Nexora Assistant should collect:

• Account number
• SmartHub Plus serial number
• ONT light status
• SmartHub Plus light status
• Activation date
• Whether any device can connect by Ethernet
• Whether any device can connect by Wi-Fi