How to Check if a Member's Device is on the Guest VLAN

This guide explains how to identify and resolve issues for members whose devices are connected to the Guest network, which can cause problems such as inability to connect to the community network, slow speed test results, and difficulty accessing their own equipment.

• Follow this guide: How to obtain the Network Connection Details page
• Manually:
  • Go to Settings.
  • Navigate to Network & Internet.
  • Open the tab for the connection they are using (if Wi-Fi, open the Wi-Fi properties; if Ethernet, open the Ethernet page).
  • Look for the Wi-Fi Address or Physical MAC Address.

1. Once you have the MAC address, search for it on the dashboard.
2. Go to Devices > Overview.
3. You will see which profile the MAC address is registered under. Copy the associated email address and proceed to Step 3.
4. If the email address shown is not the member’s correct email address, but you have verified that the member’s email address is associated with the correct VLAN:
   • Skip Step 3.
   • Click on the MAC address in the results.
   • Update the owner’s email address.
   • Instruct the member to restart their device and then reconnect.
   • Proceed to Step 4.

1. Paste the copied email address into the Users > Members or Guest section.
2. Check the Virtual Network they belong to.
3. If you see “Guest”:
   • Click the dropdown button.
   • Select the correct private VLAN/network where the member belongs.
   • Click Update.
   • Instruct the member to restart their device and then reconnect to the network.