Frequently Asked Questions

We know that you value your privacy. For that reason, we are providing this frequently asked questions page to help explain our privacy practices when you use the Wixi app. This page is not intended to cover everything, so you can read our privacy policy here.
How long does it take before you support my router?

Once we have sufficient demand from other users, our team takes a few days to have a new router full integrated and tested so that you have full support via Wixi. Requests for new gateway support should be sent via the Wixi app.

Do you see the content and Internet traffic on my mobile device, WiFi network, or devices connected to my WiFi network?

We cannot and do not see or access the contents of any of the data transmissions that flow through your WiFi network or are transmitted to, from, or through any devices connected to your WiFi network. We cannot see, and therefore do not collect, any URLs of webpages that you visit.

We will receive the content of any transmissions you send or submit to us, such as when you create a Wixi account, log into Wixi, or submit other information to us. Like most mobile apps, we automatically collect certain technical and diagnostic information so the Wixi app functions properly. The automatically-collected information does not include the contents of Internet traffic flowing through your WiFi network.

What do you do with my device log-in credentials?

We do not receive the log-in credentials of any of your connected devices.  You may submit your WiFi and router passwords so that we can suggest password improvements.  However, we scramble the passwords so our employees cannot read them, and we do not store them on our servers. The only credentials we receive and store are your Wixi account credentials.

What WiFi and device data do we see when you use the Wixi app?

We may collect information about your internet service provider (ISP), such as the name of the ISP, your IP addresses, and internet connection speeds. We also learn the general location of your WiFi network from your IP addresses. We use this location information to provide you with additional analysis, such as to compare your internet connection speeds with others nearby.

The Wixi app looks at device configuration settings and the status of devices connected when the information is broadcasted to your WiFi network to help you improve how they function. These connected devices may include any mobile devices, printers, television, and streaming devices connected to the WiFi network. With your permission, we also may access configuration and status information from devices, including the following:

  • Modem
  • Router or Wi-Fi access point

What do we do with the WiFi and device data we see?

The primary purpose for collecting WiFi and device information is to help you identify and resolve potential problems with your internet connection, Wi-Fi network, or connected devices.

We may also use the data we receive to analyze and generate reports, such as analysis about internet and WiFi connection speeds, device configurations, and WiFi and device connection trends.  We may also use this data to improve the Wixi app and develop new products and services.

Do we share the data we receive?

We work with third parties to help us provide and improve the Wixi app. For example, we may use a third party to host our database or to help us improve the recommendations we provide for improving your WiFi and device configurations. We may need to provide the information we receive to such third parties for these purposes.  Typically we require them to keep data confidential and restrict their use of the data to what is reasonably necessary for them to help us.

With your permission, we may also disclose information regarding your Internet connection to your ISP.

We may also disclose data for other business purposes, such as in response to a legal requirement or process, to protect ourselves or others, or as part of a business transition (e.g., merger).

Can I ask you to delete any information you have received from me through the Wixi app?

Yes, you may use the Wixi app to delete certain information and you may also contact us at [email protected].  Upon request, we will delete the information in the active user database within a reasonable amount of time, but the data may stay in back-ups so we can meet our business, contractual, and legal obligations, to the extent permitted under applicable law.

You may also have the right under applicable law to access, amend or block your personal information, and object or withdraw your consent to the processing of your information. To exercise these rights, you may contact us at [email protected]

Do we handle data securely?

We use physical, managerial, and technical safeguards to protect the data we receive.  However, no security measures are perfect or impenetrable.  When you use the Wixi app to configure your connected devices, the app may transmit to such devices certain unencrypted information, including passwords, using your WiFi network.

Where is the data stored?

Data is stored on your device and on our servers located in the United States.

How can I contact you with questions about privacy?

You may contact us at [email protected].