FAQs & Troubleshooting

Not necessarily. The number of customers affected will depend on the severity of the situation. The more load shed required, the more customers will be impacted. Shedding load is always a last resort, but if needed, it could affect different customers depending on the cause or situation.

Conway Corp’s grid is managed by our reliability coordinator Midcontinent Independent System Operator. A system-wide load shed is initiated only by MISO as a result of an imbalance of supply and demand of electricity and required to protect the bulk electric system – which is interconnected across the country.

Such a scenario could occur due to extreme weather like a hurricane, winter storm or unusually high or low temperatures. Conway Corp has only been required to shed load across our service area once since we entered the MISO market in late 2013, and this load shed occurred during the extreme cold weather brought by Winter Storm Uri in February 2021. Uri impacted much of the country, resulting in record-breaking low temperatures. We have asked customers to voluntarily curtail their electric usage to prevent load shedding, and in most cases voluntary reductions work.

Shedding load is required when the demand for electricity approaches supply, creating the potential for a dangerous imbalance. It’s a way to help reduce power demand by turning power off to some customers for a shorter time to help prevent longer, larger outages. The immediate reduction of power demand is critical to prevent a catastrophic, extended failure of the larger electrical grid.

Power generation and load must always match up or remain balanced – otherwise the grid’s integrity will be compromised. There are strict standards that utilities must follow to maintain this balance.  Shedding load is always a last resort to prevent more extensive and prolonged power outages that could severely affect the reliability of the power grid.

When new service is established or a change is made to your cable service, pro-rata charges will appear on your bill. Cable, Internet and telephone services are billed in advance. The pro-rata charge is the bill amount for the number of days between your sign-up date and the date of your regular billing cycle. Future bills will show the full standard monthly amount unless you make further changes to your account.

For real-world single device maximum speeds on a SuperPod one hop away from the gateway pod, you can expect up to 400-450 Mbps. Maximum device WiFi speed is dependent on several factors such as:

• Internet connection speed
• Overall network traffic
• Number and type of hops to the gateway pod
• Type of network application
• Environmental radio interference and signal strength of the connections
• WiFi capabilities of the connected device

Quick, repeating Double blinks – Pod is waiting for optimization to finish: You will also see “Optimizing your network” message in the app as well. Optimizations usually take a 2-3 minutes, depending on how many pods are connected. Optimizations can be triggered by a change in your environment such as high levels of interference, but will also happen overnight and immediately after initial setup.

Quick Double blinks – Pod is being named: If you are in the process of naming this pod by scanning the pod.

Green slow continuous pulse/breathing (dim to bright) – Pod is trying to connect with the cloud and depending on the circumstances could mean the following:

This is normal before adding the pod to your account, the slow pulse will continue until the pod is added to the account and establishes a connection to the cloud.

The pod has lost connection to the rest of your network, which could be a result of extremely poor signal to other pods, especially if the other pods are still online and you have not received a lost internet connectivity notification.

Internet connectivity is lost. This is will be followed by a “Network is offline” notification. Try the app Self-Help tool to see if that fixes the problem.

If you can’t see all the pods being claimed in your Plume® App and if you see a slow LED pulsing on the pod at the same time, contact Conway Corp support for assistance.

Red rapid continuous blinking – There may be an issue with the onboard software. Contact Conway Corp support for assistance.

Red slow continuous blinking – Possible fan failure. Contact Conway Corp support for assistance.

When initially plugging in any pod, the light should always turn solid for a moment, and then the LED will slowly pulse while it is trying to connect to the cloud. Once connected, the LED will then turn off. If there is no light at all when first plugging in the pod, check your outlet to ensure it has power. If the outlet is okay there may be something wrong with the pod.

1. Touch the Menu button on the main screen.
2. Touch the Guard™ icon on top right.
3. Enable the security features you want:
   1. Online Protection – activates real-time protection against ransomware, malware, and more.
   2. Advanced IoT Protection™ – protects your network and connected devices against hackers and cyber criminals.
   3. Adblocking – blocks loading of web and video ads.
4. Touch Manage Security Events to see blocked content and threats.

1. Touch the People/Profile button on the main screen.
2. Select the profile you would like to manage.
3. Scroll down to the Online Content Experience.
4. Select Content Access preference:
   1. No Limits – set by default
   2. Kid Appropriate – G rated content
   3. Teenager Friendly – PG-13 content
   4. No Adult Content – blocks sensitive content only appropriate for adults
5. To approve or block a website, or view sites blocked by content filters, touch Manage Security Events.

1. Touch the People / Profile button on the main screen.
2. Touch the circle in the middle of the main screen to add a new person.
3. Enter a name or nickname for the profile
4. Assign devices on your network to that profile. Touch the green checkmark at the top right corner of the screen to save.
5. Setup primary device – optional
   1. Touch Profile to open
   2. Touch Select Primary device