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Broadband Routers FAQ

Smart WiFi Pro


1
What is Smart WiFi Pro?

Smart WiFi Pro is refers to our new state-of-the-art WiFi6 mesh device that is available for our StarHub Fibre Broadband Plans customers. The device is a Linksys MX4200 WiFi6 mesh WiFi and embodies best-in-class features to provide ultra-strong coverage, lightning fast WiFi speed for download and video streaming, handling up to 40 connected devices all at the same time with no lag or interruption and ultra-low latency for the best gaming experience.


2
I’m currently not a StarHub Broadband or HomeHub subscriber, can I get Smart WiFi for free when I sign up to StarHub Broadband or HomeHub bundle?

All new StarHub customers who sign up for our 2Gbps Fibre Broadband or HomeHub+ 2G will receive one (1) free unit of Smart WiFi Pro.


Please refer to the following table for more details.

Plan type

New customers

Contract period

HomeHub+ 2G

Free 1 unit

24 month

HomeHub+ 1G

$288 per unit or $12/month for 24 months

24 month

2Gbps Fibre Broadband

Free 1 unit

24 month

1Gbps Fibre Broadband (24 month)

$288 per unit or $12/month for 24 months

24 month

1Gbps Fibre Broadband (12 month)

$288 per unit or $24/month for 12 months

12 month

500Mbps Fibre Broadband

$288 per unit or $12/month for 24 months

24 month


3
I’m currently an existing broadband or HomeHub subscriber using D-Link/Google Wifi/Linksys router, can I upgrade to Smart WiFi Pro?

You can choose to recontract your current broadband or HomeHub service or top-up to avail of the Smart WiFi Pro.


Please refer to the following table for more details.

Plan type

Existing customer who recontracts

HomeHub+ 2G

Free 1 unit

HomeHub+ 1G

$288 per unit or $12/month for 24 months

2Gbps Fibre Broadband

Free 1 unit

1Gbps Fibre Broadband (24 month)

$288 per unit or $12/month for 24 months

1Gbps Fibre Broadband (12 month)

$288 per unit or $24/month for 12 months

500mbps Fibre Broadband

$288 per unit or $12/month for 24 months


4
Can I purchase Smart WiFi Pro without signing up a contract?

Yes, Smart WiFi Pro is available for purchase at all our StarHub retail shops at $288 per unit and comes with a 24 months warranty.


5
How many units of Smart WiFi Pro do I need for my house?

The number of units needed depends on various factors such as housing type, size and the usage.

You can refer to the following table as a most common reference based on housing type and size.


2-4 bedrooms

5 bedrooms and above

Landed and Multi-storey home

Estimated area

(sqft)

500 - 1,200

1,200 - 2,500

2,500 - 5,000

Estimated area

(sqm)

46 - 110

110 - 230

230-460

Minimum number of Smart WiFi Pro required

1

2

3


6
Why Linksys’ website states coverage area per unit of MX4200 is much higher than what you have recommended (e.g. up to 2,700 sqft for 1 unit, 5,400 sqft for 2 units, up to 8,100 sqft for 3 units)?

Singapore households generally experience much higher 2.4GHz / 5GHz interference due to high density dwelling type, relatively advanced population with many electronic gadgets and internet devices, traffic congestion due to Wi-Fi interference is more common, hence the coverage area is lesser than what is published on the Linksys website.


7
I am an existing Google Wifi/Linksys user, can I replace it with Smart WiFi Pro?

You can replace the Google Wifi and Linksys with Smart WiFi Pro provided that they are replaced entirely.

When you sign up for a new 2Gbps Fibre Broadband plan or HomeHub+ 2G bundle with Smart WiFi Pro, installation service will be free of charge and our HubTroopers will assist with installation of Smart WiFi Pro.

If you are an existing customer who has purchased the Smart WiFi Pro without re-contracting to the 2Gbps Fibre Broadband plan or HomeHub+ 2G bundle, you may follow the below steps to set up your Smart WiFi Pro at home.


If you are currently using Google Wifi:

Step 1: Locate the Google Wifi point that is connected to ONT/VeONT.

Step 2: Unplug ethernet cable from Google Wifi point.
SmartWIFI_s2.png

Step 3: Plug in the same ethernet cable to Smart WiFi Pro WAN port.
SmartWIFI_s3.png

Step 4: Download the Linksys App

a. If you are using an iPhone, search for “Linksys App” on the AppStore.
b. if you are using an Android phone, search for “Linksys App” on the Google Play Store.

Step 5: Launch the Linksys App. The app will guide you to set it up.

If you are currently using Linksys EA7500/EA8100:

Step 1: Locate the Linksys EA7500/EA8100 cable that is connected to ONT/VeONT.

Step 2: Unplug ethernet cable from Linksys EA7500/EA8100 port “Internet”.
SmartWIFI_s5_2.png

Step 3: Plug in the same ethernet cable to Smart WiFi Pro WAN port.
SmartWIFI_s5_3.png

Step 4: Download the Linksys App
a. If you are using an iPhone, search for “Linksys App” on the AppStore.
b. if you are using an Android phone, search for “Linksys App” on the Google Play Store.

Step 5: Launch the Linksys App. The app will guide you to set it up.

8
How to set up Linksys MX4200 Router?

Step 1 - Connect LAN cable between Linksys MX4200 Internet port and ONT Port 1.

Smart WiFi Pro FAQ 8


Step 2 - Download Linksys app

a. If you are using iPhone, search for “Linksys” at App Store and download it.

b. if you are using Android, search for “Linksys” at Play Store and download it.


Step 3 - Launch Linksys app.


Step 4 – Click “Set up a New Wi-Fi Network” followed by “Whole Home Mesh WiFi (Velop)”. The app will guide you step by step to set it up.


Optional:

Step 5 – If you have extra nodes, the app will guide you to add them during set-up to expand coverage.


9
I have encountered a problem installing Smart WiFi Pro at home, what can I do to resolve it?

Please go through the following steps to troubleshoot:


Step 1: Check that the connections are set up as per the diagram below:
SmartWIFI_s8_1.png

Step 2: Check if the power cord is plugged in properly and turned on.

Step 3: Check that the colour of the LED on top of the Smart WiFi Pro unit is in solid blue. If the LED is red or red and blinking, press and hold the reset button until the light on top of the unit turns red, fades and flashes bright red again to reset the node to its factory defaults. It may take several minutes for the LED to turn solid blue without blinking.
SmartWIFI_s8_3.png

SmartWIFI_s8_3b.png

Step 4: Once the LED is turned on and in solid blue, launch the Linksys App to set it up again.

10
I am still encountering problems after following the above steps, where can I seek further assistance?

If you still encounter problems with setting up Smart WiFi, you may contact our Hub Consultants at 1633 for assistance.


11
Do you provide free installation service?

Free of charge Installation service is provided if you sign up for the 2Gbps Fibre Broadband contract. If you are existing customers who purchase Smart WiFi Pro with signing up for another plan than 2Gbps Fibre Broadband, the installation service is provided at a fee of $53.50.


12
Can I purchase additional units of Smart WiFi Pro after my installation is completed?

Yes, you may purchase additional units of Smart WiFi Pro at any StarHub retail shops at $288 per unit. Alternatively, you may call 1633 for assistance. If you request for onsite installation, a service fee of $53.50 will be chargeable.


13
How can I add additional Smart WiFi Pro unit myself?

Please follow the following steps below to add additional Smart WiFi Pro units:


Step 1: Position the additional unit of Smart WiFi Pro at a desired location in your home and connect it to the power outlet.
SmartWIFI_s12_1.PNG

Step 2: Launch Linksys App. From the in app Dashboard, click on the three stripes icon at the
top left of the screen. The Linksys App will guide you through the installation of the
additional node.

SmartWIFI_s12_2.png


Step 3: Select "Set up a New Product”.
SmartWIFI_s12_3.png

Step 4: Select "Add Another Node to <NAME OF YOUR NETWORK >
SmartWIFI_s12_4.png

Step 5: Select "To extend my WiFi with a new child node".
SmartWIFI_s12_5.png

14
What is the maximum number of Smart WiFi Pro units that can be supported?

Currently, it can support a maximum of 4 units of Smart WiFi Pro which sufficiently covers most Singapore households. If there is a need for more than 4 units, a combination of Smart WiFi Pro with additional ethernet cables and switches can be utilized to expand the reach.



15
Can any other Linksys WiFi6 mesh router with Intelligent Mesh Technology be added to my mesh WiFi network consists of Linksys MX4200 mesh routers?

Yes, however StarHub will not cover the warranty and technical support for routers from third party vendors and sources.


16
Do I need to re-configure (i.e. create account, add node, etc) my Smart WiFi Pro after relocation?

No, you do not need to reconfigure your account. However, you will need to reposition all the Smart WiFi Pro units at the desired locations before powering up all your Smart WiFi Pro units. Please ensure that the unit originally connected to the ONT/VeONT in the old address, is the same unit that is reconnected to the ONT/VeONT in the new address.


17
Is there post-sales support if I encounter any issues with my Smart WiFi Pro?

Customer can reach out to one of the following channels for assistance:


a) Linksys Hotline for StarHub customers at 3163-6238
English: available 24 hours every day
Cantonese: 9am - 5.30pm, Monday to Friday

b) Linksys Live Chat Support at https://www.linksys.com/sg/support/#product-chat
English and Chinese, available 24 hours every day

c) Contact our Hub Consultants at 1633 for assistance.

18
What is the warranty period of Smart WiFi Pro?

The Smart WiFi Pro is covered under 2 years limited warranty from the date of issuance.


19
How can I replace my faulty Smart WiFi Pro?

You can contact our Hub Consultants at 1633 to request for a replacement unit if your Smart WiFi Pro is within the warranty period. Our Hub Troopers will deliver the replacement unit to your residential address that is registered under your StarHub Broadband service. Delivery fee of $12.84 (inclusive of GST) applies.


20
I am an existing Google Wifi user, and one of my units is faulty, can I replace the faulty unit with Smart WiFi Pro?

No, Google Wifi will not be compatible with Smart WiFi Pro. Hence, we do not recommend replacing a single unit of Google Wifi with Smart WiFi Pro.


21
What is covered under limited warranty?

The exchange of device within limited warranty will be given with the following defects stated below:

• A failure to power up; or
• The Single Service Identification (“SSID”) is not being broadcast while the device is switched on

22
If I terminate my StarHub broadband service, is the warranty still valid?

No, terminating your StarHub broadband service will void the warranty coverage of the Smart WiFi Pro.


23
If I transfer my Smart WiFi Pro to my friend, is the warranty still valid?

Our StarHub technical helpdesk will verify the authenticity of the device, and will only be able to perform 1-to-1 replacement at the registered address of the StarHub broadband subscriber.

Please note that warranty will lapse if you cease to be a subscriber to StarHub Broadband service for any reason, or if the device is disconnected from StarHub Broadband service at the time of claim.


24
Do you support warranty replacement of the device purchased outside of Singapore?

No, we only support troubleshooting and warranty for Smart WiFi Pro device sold by StarHub.



Smart WiFi 


1
What is Smart WiFi?

Smart WiFi refers to our new state-of-the-art mesh device that is available for our StarHub Fibre Broadband Plan customers. The device is a Nokia Beacon 1 Wi-Fi mesh router, which embodies best-in-class features with award-winning RedDot design to provide you with the best coverage at home, best video streaming experience and simple plug-and-play installation steps.


2
I’m currently not a StarHub Broadband or HomeHub+ subscriber, can I get Smart WiFi for free when I sign up to StarHub Broadband or HomeHub+ plan?

Yes, for all new customers who sign up for 2Gbps Fibre Broadband, the plan will be bundled with 2 free units of Smart WiFi. For all new customers who sign up for 1Gbps Fibre Broadband or HomeHub+ 1G plan, the plan will be bundled with 1 free unit of Smart WiFi.

Please refer to the following table for more details.



Plan type

New customers

Contract period

HomeHub+ 1G

Free 1 unit

24 month

HomeHub+ 2G

Free 2 units

24 month

2Gbps Fibre

Free 2 units

24 month

1Gbps Fibre (24 month)

Free 1 unit

24 month

1Gbps Fibre (12 month)

Free 1 unit

12 month

500Mbps Fibre

$120 per unit or $5/month for 24 months

24 month


3
I’m currently an existing broadband subscriber, can I upgrade to Smart WiFi?

Yes, for customers on StarHub Broadband or HomeHub+ whose contract period is above 18 months, you can choose to recontract your current broadband or HomeHub+ plan with the Smart WiFi bundles.  

For customers on StarHub Broadband or HomeHub Plus whose contract period is below 18 months, you can purchase Smart WiFi at StarHub promotional price of $120 per unit.

Please refer to the following table for more details.


Plan type

Existing customers eligible for recontract

(Contract above 18 months)

Existing customers who are not yet eligible for recontract

(Contract below 18 months)

HomeHub+ 1G

Offer: $72 per unit or $3/month for 24 months

$120 per unit

HomeHub+ 2G

Free 2 units

2Gbps Fibre

Free 2 units

1Gbps Fibre (24 month)

Offer: $72 per unit or $3/month for 24 months

1Gbps Fibre (12 month)

$120 per unit or $10/month for 12 months

500Mbps Fibre

$120 per unit or $5/month for 24 months


4
Can I purchase Smart WiFi without signing up for a contract?

Yes, Smart WiFi is available for purchase at all our StarHub retail shops at $120 per unit and comes with 24 months warranty.


5
How many units of Smart WiFi do I need for my house?

The number of units needed depends on various factors such as housing type, size and the usage. To get the best WiFi coverage for your home, more units of Smart WiFi may be required.

You can refer to the following table as a most common reference based on housing type and size.




3 Bedrooms and below

4-5
Bedrooms

Landed and Multi-storey home

Estimated area

(sqft)

300 - 700

700 – 1,500

1,500 – 3,000

Estimated area

(sqm)

28 - 65

65 – 140

140 - 280

Minimum number of Smart WiFi units required

1

2

3


6
Why is the stated coverage area per unit of Beacon on the Nokia website much higher than what you have recommended (e.g. up to 1,500 sq.ft for 1 unit, 3,000 sq.ft for 2 units, up to 4,500 sq.ft for 3 units)?

Singapore households generally experience much higher 2.4GHz / 5GHz interference due to high density dwelling types. We are a relatively advanced population with many electronic gadgets and internet devices, and traffic congestion due to Wi-Fi interference is more common, hence the coverage area is lesser than what is published on the Nokia website.


7
I am an existing Google Wifi/Linksys user, can I replace it with Smart WiFi?

Yes, you can replace the Google Wifi and Linksys with Smart WiFi, provided they are replaced entirely.


When you sign up for a new contract with Smart WiFi,  installation is free. Our Hub Troopers will assist with the installation of Smart WiFi.


If you are an existing customer who has purchased Smart WiFi without recontracting, you may follow the below steps to set up your Smart WiFi at home.


If you are currently using Google Wifi:


Step 1: Locate the Google Wifi point that is connected to ONT/VeONT.

Step 2: Unplug ethernet cable from Google Wifi point.
NokiaBeacon_01_FAQ07GoogleWifiStep2.jpg



Step 3: Plug in the same ethernet cable to Smart WiFi WAN port.
NokiaBeacon_02_FAQ07GoogleWifiStep3.JPG



Step 4: Download the Nokia WiFi app.
  • If you are using an iPhone, search for “Nokia WiFi” on the AppStore.
  • if you are using an Android phone, search for “Nokia WiFi” on the Google Play Store.


Step 5: Launch the Nokia WiFi app. The app will guide you to set it up.



If you are currently using Linksys EA7500/EA8100:


Step 1: Locate the Linksys EA 7500/EA8100 cable that is connected to the ONT.

Step 2: Unplug ethernet cable from Linksys EA7500/EA8100 port “Internet”.
NokiaBeacon_03_FAQ07LinksysStep2.JPG



Step 3: Plug in the same ethernet cable to Smart WiFi WAN port.
NokiaBeacon_04_FAQ07LinksysStep3.JPG



Step 4: Download the Nokia WiFi app.

  • If you are using an iPhone, search for “Nokia WiFi” on the AppStore.
  • if you are using an Android phone, search for “Nokia WiFi” on the Google Play Store.


Step 5: Launch the Nokia WiFi app. The app will guide you to set it up.

8
How to set up Nokia B1 and B2 Router?

Step 1 - Connect LAN cable between B2 WAN port and ONT Port 1.

Smart WiFi FAQ 8


Step 2 - Download Nokia WIFI app

a. If you are using iPhone, search for “Nokia WIFI” at App Store and download it.

b. if you are using Android, search for “Nokia WIFI” at Play Store and download it.


Step 3 - Launch Nokia WiFi app. The app will guide you step by step to set it up.


Optional:

Step 4 – If you have extra nodes, the app will guide you to add them during set-up to expand coverage.


9
I have encountered a problem installing Smart WiFi at home, what can I do to resolve it?

Please go through the following steps to troubleshoot:


Step 1: Check that the connections are set up as per the diagram.
NokiaBeacon_05_FAQ08LinksysStep1.JPG

Step 2: Check if the power cord is plugged in properly and turned on.

Step 3: Check that the LED on the Smart WiFi unit is in solid blue. If the LED is blinking, press and hold the reset button at the back of the Smart WiFi unit for 10 seconds to reset the device. It may take several minutes for the LED to turn solid blue without blinking.

Step 4: Once the LED is turned on and in solid blue, launch the Nokia WiFi app to set it up again.

10
I am still encountering problems after following the above steps, where can I seek further assistance?

If you still encounter problems with setting up Smart WiFi, you may contact our Hub Consultants at 1633 for assistance.


11
Do you provide free installation service?

Free installation service is provided when you sign up or recontract your broadband or HomeHub Plus plan. For existing customers who purchase Smart WiFi without recontracting, the installation service is chargeable at a fee of $53.50.


12
Can I purchase additional units of Smart WiFi after my installation is completed?

Yes, you may purchase additional units of Smart WiFi at any StarHub retail shops at $120 per unit. Alternatively, you may call 1633 for assistance. If you request for onsite installation, a service fee of $53.50 will be chargeable.


13
How can I add additional Smart WiFi units at home?

Please follow the following steps below to add additional Smart WiFi units:


Step 1: Position the additional unit of Smart WiFi at the desired location in your home and connect it to a power outlet.
NokiaBeacon_06_FAQ12Step1.JPG



Step 2: Power on the unit. The LED will display blinking orange when it is ready to set up. It may take several minutes for the LED to turn blinking orange.

Step 3: Launch the Nokia WiFi app. On the menu, select “Add Beacon”. The app will guide you through the installation.
nokia-wifi-app


14
What is the maximum number of Smart WiFi units that can be supported?

Currently, it can support a maximum of 6 units of Smart WiFi, which sufficiently covers most Singapore households. If there is a need for an even wider coverage, a combination of Smart WiFi with additional ethernet cables and switches can be utilized to expand the coverage.


15
Can I add a Nokia Beacon 3 to my Wi-Fi mesh network if I have a Smart WiFi unit?

Yes, however, StarHub does not sell the Nokia Beacon 3. For customers who purchase the Beacon 3 from a third-party vendor, StarHub will not cover the warranty and technical support for Beacon 3.


16
Can I pair the Smart WiFi with a router from a different brand?

You may refer to the device manufacturers for more information about pairing mesh devices and routers with different brands.


17
Do I need to reconfigure (i.e. create account, add node, etc) my Smart WiFi after relocation?

No, you do not need to reconfigure your account. However, you will need to reposition all the Smart WiFi units at the desired locations before powering up all your Smart WiFi units. Please ensure that the unit originally connected to the ONT/VeONT in the old address is the same unit that is reconnected to the ONT/VeONT in the new address.


18
Is there post-sales support if I encounter any issues with my Smart WiFi?

Customers can reach out to one of the following channels for assistance:

a.       Nokia WiFi in-app live chat (available 24 hours daily in English).

b.       Send an email to wifi.care@nokia.com.

c.       Refer to the resources at Nokia WiFi Help Center at http://nokia-wifi.zendesk.com

d.       Contact our Hub Consultants at 1633 for assistance.


19
What is the warranty period of Smart WiFi?

Smart WiFi is covered under 2 years limited warranty from the date of issuance.


20
How can I replace my faulty Smart WiFi?

You can contact our Hub Consultants at 1633 to request a replacement unit if your Smart WiFi is within the warranty period. Our Hub Troopers will deliver the replacement unit to your residential address that is registered under your StarHub Broadband service. A delivery fee of $12.84 (inclusive of GST) applies.


21
I am an existing Google Wifi user, and one of my units is faulty, can I replace the faulty unit with Smart WiFi?

No, Google Wifi will not be compatible with Smart WiFi. Hence, we do not recommend replacing a single unit of Google Wifi with Smart WiFi.


22
What is covered under the limited warranty?

The exchange of the device within the limited warranty will be given with the following defects stated below:

  • A failure to power up; or
  • The Single Service Identification (“SSID”) is not being broadcast while the device is switched on.

23
If I terminate my StarHub Broadband service, is the warranty still valid?

No, terminating your StarHub Broadband service will void the warranty coverage of Smart WiFi.


24
If I transfer my Smart WiFi to my friend, is the warranty still valid?

Our Hub Consultants will verify the authenticity of the device and will only be able to perform a 1-to-1 replacement at the registered address of the StarHub broadband subscriber.

Please note that the warranty will lapse if you cease to be a subscriber to StarHub Broadband service for any reason, or if the device is disconnected from StarHub Broadband service at the time of claim.


25
Do you support warranty replacement of the device if it is purchased outside of Singapore?

No, we only provide warranty for device(s) sold by StarHub.

D-Link Router

For customers who are currently using D-Link routers purchased (or obtained free as part of Broadband subscription) from StarHub.


1
How do I know if my routers are out of support warranty?

If you are using the routers that come along with the Broadband subscription plan before July 2017, it is likely the device warranty has already lapsed. Please check if you have the following D-Link routers:

    • D-Link DIR-850L
    • D-Link DIR-865L
    • D-Link DIR-868L
    • D-Link DIR-890L

If you purchased your D-Link router from other retailers, please check the warranty detail of your purchase.


2
What should I do if the warranty of the D-Link routers is lapsed?

We recommend replacing the out-of-warranty D-Link router with a new router to ensure optimal internet usage experience. You can upgrade to StarHub Smart WiFi or Smart WiFi Pro that comes with a newer mesh technology.


StarHub Smart WiFi or Smart WiFi Pro is a mesh solution that will give you the best WiFi coverage at home with no dead spots and faster surfing speeds. Installation is as easy as plug-and-play.


3
How do I purchase StarHub Smart WiFi or SmartWiFi Pro?

You may upgrade to StarHub Smart WiFi or Smart WiFi Pro via one of the following options:


  1. Go to starhub.com to sign up for a Broadband, HomeHub+ or HubBundle subscription to receive FREE units of StarHub Smart WiFi/Smart WiFi Pro.
  2. Purchase the Smart WiFi or Smart WiFi Pro from 1 of the four StarHub shops located at Plaza Singapura, Tampines Mall, NEX or Jurong Point.
  3. Call 1630.

4
How do I uninstall the D-Link router?

Please follow the instructions below to uninstall the D-Link router.


Step 1: Note down the Wi-Fi network name and password from your computer.

Step 2: Locate the D-Link router that is connected to the optical network terminal (ONT)/voice-enabled optical network terminal (VeONT). The ONT/VeONT is the device that is kept close as much as possible to where you would normally access the internet at home. 

Step 3: Unplug the ethernet cable from the “Gigabit Internet Port” at the back of the router.

Step 4: Unplug ethernet cables from the “Gigabit LAN Ports” (if any).

Step 5: Unplug the power socket from the “Power Connector”.

uninstall dlink router step5


5
How do I install StarHub Smart WiFi or Smart WiFi Pro?

Step 1: Plug in the same ethernet cable to StarHub Smart WiFi or StarHub Smart WiFi Pro WAN port.

Broadband Routers FAQ DLink

The termination point (TP) is a small white rectangle box, with the words "Netlink Trust" or “OpenNet” on it in purple.
The optical network terminal (ONT)/voice-enabled optical network terminal (VeONT) is connected to the TP and is kept close as much as possible to where you would normally access the internet at home.


Step 2: Download the “Nokia WIFI” app for Smart WiFi or “Linksys” app for Smart WiFi Pro:

a. If you are using iPhone, search for “Nokia WIFI” at App Store and download it.

b. If you are using Android, search for “Nokia WIFI” at Play Store and download it.


Step 3: Launch Nokia WiFi app. The app will guide you step by step to set it up. Use the same Wi-Fi name and password noted down before you uninstalled your D-Link router for your new StarHub Smart WiFi so all your equipment can be connected using same Wi-Fi name.