Frequently Asked Questions
Andrena provides high-speed Internet at a fraction of the cost. We’re able to do this by cutting out the middlemen and working directly with Tier 2 Internet providers, the same companies who provide Internet for universities, hospitals, financial services, and other users with heavy data needs. Leveraging their existing fiber networks, we deploy a series of antennas to blanket a geography with Internet access. Using previously deployed infrastructure or our proprietary in-home router, we allow consumers and businesses to tap into that blanket, bringing Internet to you wirelessly.
Andrena wants to empower our customers to own the last mile of the Internet. What this means is that each additional customer that joins the network strengthens the network, not only by expanding the reach of the network, but also by providing further redundancy and load balancing for users across the network. By becoming an Andrena customer, you not only gain high-speed Internet at a fraction of the cost, you potentially expand the reach of our network to your neighbors, at no degradation to your service.
For a reference, Netflix recommends a 3 mbps connection for one standard-quality stream and 5 mbps for a high-definition stream. An Andrena connection of up to 50 mbps means that you you could have up to 10 concurrent high-definition streams on the one connection. Note, however, that at times your Internet speeds will be above or below 50 mbps based on normal fluctuations in the network.
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.
As an Andrena subscriber you have access to an 8 AM to 6 PM customer support phone line seven days a week (phone number accessible from your user dashboard under support). In addition, feel free to contact us via chat in the chat widget in the bottom right-hand corner of your browser window and one of our representatives will be with you momentarily.
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.
If you are moving and would like to move 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 (log in 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 have the option to create a personalized WiFi network with the network name and password of your choosing. AndrenaWiFi will still appear as an available network and you can either AndrenaWiFi or your personalized network for Internet. As an Andrena subscriber, you have access to Andrena Internet wherever it is available by simple selecting the AndrenaWiFi network when it appears (if you don’t already connect automatically).
Andrena strongly believes in net neutrality and, as such, we will never block, throttle, or discriminate against where your data comes from.
To unsubscribe from Andrena, navigate to your dashboard and click Billing on the lef-hand side. From there, navigate to Cancel Subscription and you can cancel your subscription from there. 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, the hardware must be returned -- either by mail or in person -- before you can unsubscribe. We are happy to pick up the router from your home. Full return instructions are available from the Cancel Subscription section of the dashboard.