Richard (Support Guru)

Richard (Support Guru)

If you have any technical questions about CyberShield please feel free to contact me

Thursday, 01 December 2016 20:48

When does my subscription start?

The service is activated the day you receive your CyberShield Hub. 

If you do not use your Hub your subscription will still start.

Thursday, 01 December 2016 20:47

My CyberShield Hub hasn’t arrived?

If you haven't received your CyberShield Hub within 3 business days please get in contact.


The CyberShield Hub is usually dispatched on the day you order and delivery is usually next business day, but this isn't guaranteed.

Please allow 3 business days before getting in contact

  • Check that the internet device is connected to the CyberShield Hub wireless network and not another network
  • Restart the internet device and reconnect to the CyberShield Hub
  • If you use the CyberShield Portal check the correct filtering profile is applied

The CyberShield hub doesn’t prevent any connection between devices using the CyberShield network.

Devices on the CyberShield network can connect to devices on the network used by the Hub for internet access by IP address (e.g. Connecting using a hostname (e.g. Computer1) will not work.

Devices on the non CyberShield network will not be able to connect to the CyberShield network

The CyberShield hub is configured this way to provide maximum protection

Turn off the CyberShield Hub and the internet router. Then turn on the internet router, wait a few minutes and then turn on the CyberShield Hub

The CyberShield Hub uses high speed Wireless-N technology, with a maximum speed of 300Mbps

Thursday, 01 December 2016 20:43

My device can’t connect to the internet?

  • Restart both the CyberShield Hub and the device that is unable to access the internet
  • Make sure the internet device (computer, phone) has it's network setting set to DHCP



- Restart both the CyberShield Hub and the device that won't connect

- Remove the CyberShield network from your device and reconnect as though it's a new network

- Check that the device is in range of the CyberShield Hub

- Check that the device you are using supports at least one of the following WiFi technologies: Wireless B, Wireless G or Wireless N

- Make sure the WiFi password being used is correct. Passwords are case sensitive


Below are links on how to change a router's WiFi password

BT - How to change the WiFi password on a BT router

TalkTalk - How to change the WiFi password on a TalkTalk router

Sky -  How to change the WiFi password on a Sky router

Virgin - How to change the WiFi password on a Virgin router

Vodafone - How to change the WiFi password on a Vodafone router

If your Internet Service Provider isn't listed in the above links then use and internet search engine and search for 'Change <ISP name> router WiFi password'



Forgetting a wireless network (WiFi) will mean that your computer will no longer automatically connect to the forgotten WiFi network.
Below are the steps to forget a WiFi network for Windows 10, Windows 8 and Windows 7 and Vista

Windows 10

1.Click the WirelessNetwork icon on the lower right corner of your screen
2.Click Network & Internet settings at the bottom
3.Click Manage Wi-Fi settings
4.Under 'manage known networks', select the name of your current home network
5.Click Forget. The wireless network profile is removed

Windows 8

1. Select the Wireless icon in the bottom right corner of your screen
2. Right click on your current home network name
3. Select Forget this network

Windows 7 and earlier

1. Open Control Panel
2. Open Network and Internet
3. Open the Network and Sharing Center
4. Select Manage wireless networks
5. Select the your current home network
6. Click Remove


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