Customer FAQ
Plain answers to the questions customers ask about MergeWiFi: how it picks a carrier, plans and billing, setup and who to call for help.
Your questions about MergeWiFi, answered plainly. Internet over cellular, from the strongest carrier where you are, on one plan and one bill, managed from the cloud.
How it works
What is MergeWiFi?
Internet over cellular networks, from more than one carrier. The router finds the strongest network where it's installed and connects to it.
Which carrier will I be on?
The strongest one where your device is. It chooses at power-on, so there's no carrier for you to pick.
Do I need a SIM card?
Not for MergeWiFi routers or the Mini: there's no carrier SIM to swap. The Solo camera's SIM switches carriers on its own.
What if a carrier has trouble?
MergeWiFi fails over between carriers, not just between towers on the struggling one.
How fast is it?
It depends on the signal where it's installed, so we don't promise a number. Your partner can check coverage at your address first.
Is it secure?
MergeWiFi routers include VPN and encryption. Watchtower adds zero-trust security at the SIM, on Watchtower-enabled hardware.
Plans and billing
Who sets my price?
The MergeWiFi partner you buy from. Ask them for a quote.
How many bills will I get?
One plan and one bill, whichever carrier your device is using.
Can I lease the router?
Many routers can be leased, billed monthly with your plan.
When does billing start?
If your device ships ready to use, service starts right away. If it ships inactive, the plan starts billing when the device is activated.
I already have cable or fiber. Can MergeWiFi back it up?
Yes. Failover runs your main line through the MergeWiFi router and switches to cellular when it drops. Backup adds MergeWiFi as a second, separate connection.
Can I get a static IP?
Yes, as a monthly add-on on the routers and plans that offer it.
Setup and support
How do I set it up?
Plug it in and give it a few minutes to find the strongest network. Then join its Wi-Fi.
Can I plug in wired devices?
Yes. MergeWiFi routers have LAN ports for computers, cameras or a switch.
Who do I call for help?
Your partner first. Routers can be checked, tested and supported remotely, often with no site visit.
What does the Reset button do?
It returns the router to its factory settings and erases your Wi-Fi name and password. Only use it on purpose.
Which device fits
| Device | What it is | Best for |
|---|---|---|
| MergeWiFi Max | Router, 4G or 5G | Offices, shops and homes, and gates and access control indoors |
| MergeWiFi Mini | Pocket hotspot, up to 10 devices | Travel, mobile crews and remote work |
| MergeWiFi Solo | Solar pan-tilt camera | Simple monitoring where there's no power |
| MergeWiFi Duo | Dual-lens solar camera | Two views at once where there's no power |
Download the sheet
Ready to send to a customer or print.
Customer FAQ (PDF)
customer-faq.pdf · 322 KB
Related: small-business-internet · home-internet · failover-and-backup-for-business · which-device · customer-quick-start