Frequently Asked Questions
Andrena provides high-speed Internet at a fraction of the cost. We're able to do this because instead of relying upon telephone poles and underground cables to bring you Internet, we employ the latest wireless Internet technologies. With a fiber backbone, we deploy a series of antennas to spread Internet across a geography. Using previously deployed infrastructure or our proprietary in-home router, we then allow residential and commercial customers to tap into our network wirelessly.
Guess again. Because of our unique technology, we are able to bring Internet to your home or business more efficiently than your existing Internet provider, which means that we can share the savings with you. Our service starts at $25 per month with no hidden fees, no equipment rentals, the first month of Andrena Internet is free, and service is on a month-to-month basis so you can cancel whenever (though we hope you'll stick around!).
If your building already has Andrena’s pre-installed hardware, you can choose between two options: $25 per month for up to to 50 mbps or $40 per month for up to 100 mbps. If your home is within signal distance of an Andrena Antenna, the only pricing option is $25 per month for up to 50 mbps. Your first month is free, and there are no router or installation costs, taxes, or any other hidden fees. All billing is month-to-month and there are no cancellation fees.
At Andrena, our Internet packages start at $25 per month for up to 50 mbps of wireless Internet. We believe that we should advertise speeds that we can realistically provide to you wirelessly. As compared to other providers who advertise wired speeds -- if you were to connect your device directly to your router -- we choose to advertise wireless speeds. For a reference, Netflix recommends a 5 mbps for a high-definition stream. Please note that at times your Internet speeds will be above or below your selected plan based on normal fluctuations in the network.
If you require an in-home router, during registration you will schedule an installation time. At the designated time, a member of our installation team will arrive with our proprietary Andrena router that will sit in a window or near an exterior wall and only requires power. The setup of our router takes approximately 30 minutes. If you have any specific questions regarding the installation, please do not hesitate to reach out to our team through our support phone number or email.
Andrena takes security and the protection of your personal information very seriously. To that end, we have designed our hardware, software, and network infrastructure from the ground up, using the latest innovations in network security. Whether you have our in-home router or not, once you create a personal network during sign up or through your dashboard, our firewall works with it behind the scenes so that no one else has access to it, isolating your data from everyone else’s.
You've come to the right place. Cord-cutting starts with an amazing Internet experience and at Andrena, we focus on doing just that. While you may already subscribe to Netflix, Hulu, HBO, or any of the other streaming services, for many of our customers, TV and phone services are still important. But never fear, you're still in luck. With services like fuboTV, Sling TV, Pluto TV, Rabbit TV, and Vonage, you can have your cord-cutting cake and eat it too, with streaming and voice over IP (VOIP) services that take the place of your existing provider's triple play package. If you're curious in learning more about the cord-cutting options that will still save you money on a monthly basis, feel free to contact our support team by phone, text, or email at (256) 907-8690 or firstname.lastname@example.org.
If you need a hard-wired connection and you do not have one in your unit, just let us know and we are happy to coordinate a time to install a device that will provide you with an ethernet port that you can use.
Have questions interested in learning more about Andrena? You can contact a member of our support team via phone or text at (256) 907-8690, by email at email@example.com, or by chat at the widget in the bottom right-hand corner of your browser window.
If you received an Andrena router and are having difficulty connecting, please unplug the router for 10 seconds and then try connecting again. If the issue persists, please contact the Andrena customer support team by the phone number available in your dashboard or the chat widget in the bottom right-hand corner of your screen.
For existing subscribers, Andrena's provides a free month of Internet for each referred customer who signs up for an Andrena free trial. There is no limit to the number of free months you can earn. To access your unique referral code, simply navigate to your Dashboard and click "Refer a Friend." From there, you can copy your referral code to share. For the referred friend, during their registration process, they will be prompted to enter the referral code. Once your friend has completed a successful sign-up, you will be automatically credited with a free month of Andrena Internet.
If you are moving and would like to bring your Andrena service with you, please contact the Andrena customer support team at the phone number provided in your dashboard or through the chat widget in the bottom right-hand corner of your browser.
Unfortunately, we can’t be everywhere, but one day we hope to be! If you completed an availability check but Andrena service is currently unavailable at your location, we’ll be sure to reach out through the email you provided once we are in your region. Hang tight!
If you would like to change your personal or payment information, simply navigate to the Andrena dashboard. You can do this by logging in from andrena.com (login button in the top right corner). Once logged in, click on your name in the top right corner and you will be redirected to your dashboard. From the dashboard, to change your personal information (name, account password, email) by clicking Account on the left, your network name and password from the main page, and payment information from the main page.
When you create an Andrena account you create a personalized WiFi network with the network name and password of your choosing. Depending on where you are located, however, AndrenaWiFi may still appear as an available network and you can use either AndrenaWiFi or your personalized network for Internet. As an Andrena subscriber, you have access to Andrena Internet wherever it is available by simply selecting the AndrenaWiFi network when it appears (if you don’t already connect automatically). In your home, we recommend using your personalized WiFi network across all of your devices.
For our customers that live in a building wired for Andrena and don't require any in-home hardware, you will notice that when you create an account a _5G network will appear. This network uses the same password as your non-5G network and, in general, this network will have faster speeds and we recommend using it for streaming, gaming, and other bandwidth-intensive activities. For those customers that have an Andrena router, you do not have a separate _5G network, but never fear, we put your network on multiple frequencies to provide you with a similar bandwidth lift.
Andrena strongly believes in net neutrality and, as such, we will never block, throttle, or discriminate against where your data comes from.
Nope! Andrena Internet has no monthly or annual data caps. Feel free to browse and stream to your heart's content!
To cancel your Andrena subscription you must do so through your Andrena dashboard. To do this, go go andrena.com, click "Sign in" or your name in the top right corner. Once in your dashboard, click Billing on the left-hand side. From there, navigate to Cancel Subscription and you can cancel your subscription. Please note that if you cancel in the middle of a month, we will not be able to provide a refund for the remainder of the month, but you will be able to keep your service until the end of that month. In addition, if you have an Andrena router or any additional hardware from Andrena, it must be returned -- either by mail or in person -- within 30 days of unsubscribing from the service. We are happy to pick up the hardware from your home. Full return instructions are available from the Cancel Subscription section of the dashboard.
No, Andrena does not use 5G technology in your building. While you might have a "5G" network, this is simply shorthand for 5 GHz WiFi, which is a networking system that operates in the five-gigahertz radio band. This type of technology has been in use since 1999. 5G as commonly advertised today is a new cellular standard, whereas 5GHz WiFi is an established home networking system.
To reactivate your Andrena service, go to andrena.com and sign in to your Andrena dashboard (click "sign in" or your name in the top right-hand corner of andrena.com). Once in your dashboard, click "Reactivate subscription." You will be prompted to choose which plan you would like. In addition, if you have any outstanding invoices, they will automatically be billed upon reactivation as well.