Questions

No. The router plugs into the box your provider gave you and works with any normal home internet line.

Yes, it stays. If it has its own Wi-Fi we help you turn that off. Some providers' boxes won't let you, and the setup page tells you what to do then.

We're building something new, and we want to hear from every household that uses it. We add 10 homes at a time so we can listen to each one: which features matter, what's missing, and what we got wrong. That feedback drives what we build next, and founding members get special pricing for helping us get it right.

Rarely. When it does, Shield has an allow button for the site, so you can fix it yourself without calling anyone.

The router keeps counts of which services your household uses so Shield can show them to you. We use them to run your network and fix problems. We don't sell or share them, and we don't record the content of anything you send or receive.

Think of rooms in a house with locked doors between them. Your phones and computers are in the house, smart gadgets in the garage, guests in the guest room. Each "room" is a separate network with its own Wi-Fi name. The doors open from the house side only, so you can use the gadgets, but a hacked gadget can't get to your computers.

They live in the garage: their own network, away from your phones and laptops. We set things up so your phones and computers can still find and use them.

The router becomes a regular Wi-Fi router. It keeps your Wi-Fi names and passwords so your devices stay connected; our blocking, Shield and remote care stop. If you were paying for the router over 12 months and haven't finished, you return it or pay what's left.

We email you and give you plenty of time to update your card. Nothing is switched off without warning.

Many homes don't. We measure your Wi-Fi after setup and tell you if one would help. Ordering later costs the same as ordering now.