What Secure is
Secure encrypts your phone’s traffic when you’re on Wi-Fi you don’t own. It uses the VPN that’s already built into your phone (IKEv2). The app sets that VPN up for you and turns it on and off. Your traffic then leaves through FibreTel’s own network in Canada.
Secure is for FibreTel customers with Secure on their plan. You need a FibreTel account to sign in.
Getting started
- Install FibreTel Secure from the App Store or Google Play.
- Sign in with the email address or phone number on your FibreTel account.
- Enter the one-time code we send you. There’s no password to remember.
- Allow the VPN configuration when your phone asks. You only do this once.
Auto-Protect
Auto-Protect turns Secure on by itself when you join Wi-Fi that isn’t trusted, like a hotel, airport, or café. Switch it on from the Home screen of the app.
On Android, Android only reveals the name of the Wi-Fi network you’re on to apps that have location permission, so Secure asks for it the first time you turn Auto-Protect on. Secure needs the network name to tell your trusted Wi-Fi from everything else.
When Android asks, choose Precise — Android withholds Wi-Fi names from apps granted only approximate location. Secure never asks for location in the background, and it does not read or store your coordinates; on iPhone there is no location prompt at all.
Without that permission, you can still turn Secure on and off by hand.
Trusted networks
Secure stays off on trusted networks and protects every other Wi-Fi. Your home network is trusted automatically. To trust another network you control, like your office, join it and trust it from the Home screen. To remove one, open the Networks tab and tap Remove.
Want protection on mobile data too? Turn on Protect on Cellular in Settings.
Household members
The account owner manages the household. From the Family tab, the owner can add people, turn Secure on or off for each person, and remove them. Each person signs in with their own email or phone number and gets their own devices.
If someone’s access is turned off, Secure stops working on their devices. The owner can turn it back on later, and the person can register their devices again.
Members and property managers can leave a household from Settings → Leave this household. The owner can also remove someone from the Family tab. Leaving is a removal, not a deletion — account and data deletion explains the difference and how to request deletion.
Troubleshooting
Stuck on “Connecting”
- Check that the Wi-Fi itself works. Some hotel and airport networks need you to accept terms in a browser page first. Turn Secure off, finish that page, then turn it back on.
- Some public networks block VPNs. Try mobile data to confirm Secure works on your phone.
- Turn Secure off and on again, or restart your phone.
Connected, but no internet
- Turn Secure off. If the internet still doesn’t work, the problem is the Wi-Fi, not Secure.
- If the internet works with Secure off but not on, turn Airplane Mode on and off, then reconnect.
- Still stuck? Reinstall the profile (below).
Reinstalling the profile
The VPN profile is the setting the app adds to your phone. If it gets removed or damaged, Secure can’t connect. To reinstall it:
- Open FibreTel Secure and sign out from Settings.
- Remove the FibreTel Secure VPN from your phone’s VPN settings, if it’s still there.
- Sign in again. The app registers your phone and installs a fresh profile. Allow it when your phone asks.
Deleting and reinstalling the app works too. Your trusted networks may need to be added again.
Contact support
Call +1 (866) 344-5660. It’s toll-free and answered 24/7.
Or email [email protected]. Tell us your phone model and what you see on screen.
Other ways to reach us are on the contact page. Want to leave a household or delete your data? See account and data deletion.