• Ensure your equipment is switched on and properly connected to the power points and that there are no loose cable connections.
• Here are a few steps to troubleshoot if your internet is not connecting: 
• Restart your Internet modem(unplug the power cable connected the modem) 
• Restart your device (computer, etc) 
• Wait for 3 minutes 
• Check for the indicator lights on the modem 
• DO NOT hard reset any of your equipment nor unplug cables that connect your equipment as this can cause service interruption. 

• Check the AC-DC power adapter that it is properly connect from the wall to the ONT [modem]. If the cable is connected and the power remains off, the power cable or adapter might be faulty. 
• If this doesn’t restore power, DO NOT use another adapter. 
• If this does not resolve your issue, please contact our Help Desk at 333-3325 or helpdesk@c3.ky. 
•  

If you are experiencing a slow WiFi connection, please take the following steps: 

• Check if the slow connection happens on a single website or on multiple websites. If the slow connection is only happening on a single website this does not indicate a problem with the connection, but likely with the website itself. 
• Delete any temporary Internet files 
• Restart your internet modem and wait 3 minutes
• Check that your computer does not have any viruses 
• Conduct a speed test for your internet speed. Visit www.speedtest.net and click Begin test. If your speed results are significantly less than the plan you are on, please contact C3. 
• If the above does not resolve the issue, it may be that you have too many devices connected for the size of your plan, so you may need to upgrade. Consider all of the devices that would have an internet connection…laptops, mobile phones, tablets, baby monitors, wireless thermostats, voice assistants (ie: Alexa, Echo. Google Home), etc. 
•  

For the most accurate test… Consider these points:

• Use a direct connection.
• Connect your computer to your C3 modem using an Ethernet cable, instead of using Wi-Fi.
• Take all other devices offline. During the test, ensure that your device is the only one connected to your home network and that no other applications are running.
• Then go to the url: https://www.c3.ky/test

If your WiFi does appear to be connecting, it may be an issue with your device not connecting to the network. Try the following steps to troubleshoot: 

• Check that your WiFi connection on your device indicates “Connected” 
• If it does not say connected, you may need to re-enter the WiFi network password 
• If your device has an Ethernet port, connect your device to the port on the back of your ONT with an Ethernet cable 

Physical obstructions like walls and doors, radio interference can impact WiFi signals. Various home appliances like microwaves, cordless phones and wireless baby monitors can all interfere with your Wi-Fi network. In addition, if there are too many Wi-Fi networks all using the same wireless channel in the same area, the “noise” can impact your signal.

• What does the Cloud do?
• Most Plume features are cloud-controlled and require a continuous connection to the Plume Cloud to function properly.  There are two main reasons for communication between the Cloud and a network.  The first is to get information from the network to be analyzed by the Cloud. The second, to make changes on the network based on the information received.
• Cloud Controlled Features
• Adaptive WiFi™ features are controlled by the Cloud and rely on data collected from the network to function.  Optimizations need information about the Wi-Fi environment and network performance. Device Typing needs descriptions of connected devices.  Steering needs information about device performance and connection strength.  This information is collected continuously and sent to the Cloud instead of being stored on the pods.
• Network and Feature Settings
• Settings for other Plume features are also stored on the cloud instead of on the local network.  This means that without a connection to the cloud, settings will not be applied to devices when they need to be changed.  For example, a device that has an internet freeze applied will not be unfrozen until the cloud tells the network to unfreeze the device.
• Other Services
• Some Plume features also rely on other services that connect with the Cloud.  These include Plume Motion, Content Filtering and AI Security features.  A connection to the Cloud must be maintained so that information collected by the network can be passed on to these other services.

• Routers have limited coverage. Extenders can often improve the coverage but they degrade the internet speed.
  
  Mesh WiFi systems provide relatively higher coverage along without degrading speed. They can replace your router as well.
  
  Plume Adapt is a unique mesh WiFi system that uses AI to optimize your WiFi based on your usage to deliver the best speed and coverage.
  
  Every home is different. Plume monitors your home environment, device types, and data requirements to provide each device with the right speed and coverage. Plume utilizes multiple wireless channels and pods to do this. Plume’s intelligent optimization would allow you to use more devices efficiently simultaneously.
  
  Additionally, Plume comes with a HomePass membership which will let you upgrade hardware firmware and use all the new features launched in the future. 

• What do I need for setup?
• You need to have an active high-speed internet with C3 Pure Fibre, the HomePass app, membership and pods to begin setup.
• What is the basic setup?
The HomePass app will guide you through the easy setup process, starting with creating your Plume account.  Connect a pod to your modem or router by Ethernet cable. Add the rest of the pods to complete the setup. Please note that you need to leave the gateway pod connected to the modem via Ethernet to maintain your Plume network.

• 1. Download the Plume Homepass App
  2. Launch the HomePass app and choose the Set Up Plume option.   
  Follow the steps provided here: https://support.plume.com/hc/en-us/articles/360046699573-Plume-Installation-App-Steps-

• Turning off the WiFi on your existing wireless router will help improve the performance of your Plume WiFi network by reducing channel utilization. Turning the old Wi-Fi off will also avoid confusing your devices. Please contact us on helpdesk@c3.ky or call us on 333 3325

When you press the guide button, there is a small TV icon on the top left on the list. You have to make
sure that it says “All” all the time. What happens when you press the guide button too many times is it
turns into a smart list. The title, e.g. “HD” beside the TV icon shows you the only channels that come
in HD version. This not only affects the list you see before you but your channels when you come out
of the channel guide.

• Connect the remote to your TV. 
• Press and hold SETUP and LED lights blinks twice 
• Press a mode key (TV, DVD, AUX, STB). 
• Press and hold OK key.
• Release key when device turns off.
• The LED light on the remote blinks, but it doesn’t respond.
• Try replacing the batteries. You will need two AA batteries for this.
• The component may not be programmed into your remote. (See problem three for set-up).
• The component may not be selected. To do so, simply press the STB, TV, DVD, or AUX button.

• The signal may not be reaching your TV. Make sure all the cables are connected properly on the back of your Set Top Box and your TV.
• Make sure your Set Top Box is turned on and displays a green light.
• Make sure your TV is on the correct channel to display input. 
• If after trying the above solutions you still have no picture, you will need to restart your set-top box. To do this, unplug and plug the Set Top Box. It can take up to 5 minutes for your set-top box to restart.

Try the following instructions:

• Press TV then the INPUT button on your remote
• Keep pushing the INPUT button on your remote until it goes through all the options or until your picture comes back on.

You can stream PureTV on up to 4 devices at the same time anywhere in the Cayman Islands.

The number of devices you can link to your account is unlimited. You may be required to log out of one device to use another as you are limited to 4 licenses.

The C3 Pure TV Box, Apple TV and Amazon Fire Stick. We recommend using the Pure TV STB for Android TV’s.

Click here to see our Pure TV channel list.

Yes! Our PureTV app supports CloudDVR.

Yes! Our App supports Chromecast. The Android mobile app supports Chromecast as a casting device, and the PURETV box supports Chromecast as a receiver.

Our App will not stream outside of Cayman Island Territory due to copyright restrictions.

The profile picture can be changed either on the mobile app or in the web portal. Navigate to “Account” (top right) then select “Profiles” tap your profile to change your picture.

This can be done in the web portal or on mobile app. Select “Account” (top right) then select “Profiles”. Click the new profile button or click on whichever profile they want to change or delete

Parental controls are in “Account” (top right) then select “Profiles”. Select the profile which you want to restrict. Once selected you can filter channels, by selecting channels you don’t want this profile to see. Or set age restriction of the overall content. For eg. The profile has an age rating of 12, channels with the age rating of 18 will not be shown to this profile.

On all devices, there is a “recordings” tab which lists all of your recordings

Go to the “recordings” tab. Click the recorded event and click the “remove from recordings button”

By using the search option on the top right of all of our apps.

This depends on your TV. If you have an LG or a Samsung TV 2020 model or newer, you can download the PURETV application from the LG/Samsung store and login with your account. If you have a TV with the “AndroidTV” operation system, (most commonly Sony TVs), you can download the PURETV application in the Google play store. If none of the previous applies to you, you will need the PURETV box which has the AndroidTV application.

Select the forgot password button in the web portal or on the mobile application. You will need to put in your login details, which will send you an email with a recovery code you can then use to get back into the app.