Help centre

• Configuration is done primarily through the Web Interface/ UniFi Network Controller.
• You can use the UniFi mobile app for mainly management/ monitoring. But you can use the UniFi app to configure, options may be limited. 
• ⚠️ Important: The USG does not have the newer, self-contained setup experience found on other UniFi devices. 

• Physical connection:
  • Connect the WAN port of the Ubiquiti UniFi Gateway Max router to the first port (LAN1 or GE1) on your Optical Network Terminal (ONT) using an ethernet cable.
  • Sometimes we connect to second port instead of first - check your Welcome email instructions to make sure which port you should use.
  • Ensure the router is powered on and that your computer or smartphone is connected to the router via Wi-Fi or a LAN cable.

Once physical connection is completed follow instructions below to configure your device:

• Open a Web Browser and enter: https://setup.ubnt.com/

• Log in using the default credentials:
  • Username: admin
  • Password: admin
• If these credentials do not work then try what is on the routers information tag.

Once signed in to the Web UI follow steps below:

• Navigate to Settings > Internet > Primary WAN (WAN 1).
• Set your Expected ISP Speeds to your Plan Speeds (Essential = 100/20, Plus = 500/100, Pro = 1000/500) (step 1). 
• Click Advanced (step 2).
  • Change Advanced from Auto to Manual (step 3). 
• Enable VLAN ID: (step 4).
  • Set VLAN ID = 10 (step 5). 
• Set QoS Tag = None (step 6). 
• Set DNS Server = Auto (step 7). 
• Set your IPv4 Connection = DHCP (step 8).
• Make sure IPv6 is disabled (we do not use IPv6) (step 9). 
• Click Apply Changes

• After entering the VLAN and DHCP settings, click Save to confirm the changes.
• The router may restart to apply the new settings. Wait a few minutes for the restart to complete.

• Once the router has restarted, check the status of your internet connection by looking at the WAN/Internet LED indicator on the router. It should be solid green.
• On your connected device, try accessing a website to confirm that your connection is active.

• If your internet connection is not working:
  1. Restart both the ONT and the router by unplugging them for 30 seconds and plugging them back in.
  2. Double-check the VLAN and DHCP settings in the router’s configuration.
  3. Ensure that the ethernet cable is securely connected to the correct ports (first port on the ONT and the WAN port on the router).

• If you cannot access the router due to forgotten login credentials or misconfiguration, reset the router to factory settings:
  1. Find the reset button at the bottom of the router.
  2. Press and hold the reset button for about 10-15 seconds using a pin or paperclip.
  3. Release the button once the router’s lights start flashing. The router will reboot and return to factory settings.

• If you are still unable to connect, please reach out to our support team at our Support Portal -https://help.simplybroadband.co.nz for further assistance.