Help center: what Aclet does, and what it does not do

Not all threats, no. Aclet stops most dangers before they reach your devices, but it is specifically designed to prevent access to websites and connections that are known to be harmful.

In short: Aclet blocks most dangers at the door, but it is not a cure for problems already inside the home or brought in without using the internet.

• If harmful software is already on a device when Aclet starts, Aclet cannot clean it for you. It also cannot stop harmful software installed without using the internet, such as from an infected USB stick.
• Aclet may still stop harmful software from contacting criminals over the internet. For example, it may block an attempt to send stolen information out of your home.
• There is no tool or app that can stop every internet threat, whatever an advert might promise. Aclet is one strong layer of protection, not a replacement for sensible use and security updates on your devices.
• Stopping threats at the first opportunity is always the best first line of defence.

No. We cannot guarantee that every dangerous connection or website will be detected. Aclet's purpose is to reduce risk, not pretend that risk can be removed completely.

Aclet keeps pace automatically, but no security product can know about every new danger immediately.

• Aclet continually receives updated information about newly discovered threats from security specialists around the world.
• Those updates are applied automatically while Aclet is running. You do not need to download or approve them.
• A very new danger can appear before anyone has identified and shared it. Aclet is designed to make dangerous incidents much less likely, not to promise perfect prevention.
• Many ordinary internet boxes do not provide this level of continuously updated protection. Aclet is designed to fill that gap.

Aclet blocks many of the adverts and advertising systems that load separately from the page or app you are using.

You should see fewer adverts, but no whole-home blocker can remove every advert without also risking damage to the things you want to use.

• Advert blocking is optional and can be switched on or off in My Aclet.
• Some adverts will remain. For example, an advert shown as part of a social-media feed or video may come from the same service as the content you asked to see.
• Occasionally a website may depend on an advertising service for something legitimate. You can add an exception if blocking causes a problem.
• Aclet blocks the connection to a known advertising service rather than changing the page on your device.

Many websites, apps and connected products send background messages about how they are being used. This often happens without people fully realising it and can feel intrusive.

Aclet can stop many unwanted background messages from leaving your home, but it cannot prevent every company from collecting information within its own app or website.

• Aclet can block many connections to companies known to collect information for advertising and profiling.
• This protection is optional. It can be switched on or off in My Aclet.
• Blocking these messages may reduce the unsettling feeling that an advert appeared just after something was discussed or searched for.
• Some collection is built into the service you chose to use. Blocking that connection could stop the service working, so Aclet cannot safely block every form of data gathering.
• If a legitimate service stops working, switch the feature off briefly or add an exception in My Aclet.

No. Even traffic hidden behind a VPN is blocked by Aclet when it matches a content, social-media or gaming control you have enabled.

A VPN does not provide a way around the controls you have chosen for your Aclet-protected connection.

• A VPN can still provide its normal privacy benefits, but it does not switch off the household rules set in My Aclet.
• The controls apply while the device is using the protected home internet connection.
• A device using mobile data, another home's Wi-Fi or a different internet connection is outside Aclet's protection.

Aclet is designed to be plug-and-play. Connect it in the correct place, switch it on and follow the short screen that appears to enter your Wi-Fi name and password.

In short: plug it in, complete the short setup screen and leave Aclet to look after itself.

• Most homes simply connect Aclet between the internet box and the home network, wait about two minutes, then reconnect to their usual Wi-Fi.
• Clear instructions are included. You do not need to install an app on any phone, tablet or computer.
• Aclet configures itself, downloads its own updates and protects devices using the home connection.
• The exact cable depends on whether you have full fibre or a connection that uses a telephone-style socket.
• If you are unsure, contact support and send a photograph of the back of your internet box and its cables.

Open Support and tell us what happened in your own words. An Aclet expert will pick it up.

Support starts with a request from you and stays under your control.

• We will usually start with simple instructions or a few questions about what you can see.
• If the problem needs a closer look, we may ask you to approve remote support or download detailed logs from My Aclet.
• You choose whether to share logs or allow a remote session. Neither happens silently.
• If a security finding worries you, tell us that in the support form so we can give the issue the right attention.

Most Aclet features are optional. You can choose whether to use advert blocking, data-gathering protection and family controls.

You control optional household features; core security protection remains on while Aclet is connected.

• Protection against known malicious connections and intrusion attempts is always on because allowing those connections would expose the household to a clear danger.
• The family controls apply to the whole protected home connection. They cannot currently be set separately for each device.
• You can remove Aclet from the connection by reconnecting your original internet equipment, although your home will no longer have Aclet's protection.
• Support can help if an optional setting stops a legitimate service from working.

Most homes should notice no slowdown. Aclet is designed to inspect connections quickly and stay out of the way of normal internet use.

The aim is safer internet without a noticeable change in performance.

• Blocking unwanted adverts and background data gathering can sometimes make pages feel cleaner or quicker.
• Your internet provider, Wi-Fi signal and busy services are usually much larger causes of delay.
• Like any device on the connection, Aclet takes a very small amount of time to do its work, but this should not be noticeable in ordinary use.
• If you do notice a persistent change, contact Support so the connection can be checked.

Yes. Aclet protects phones, tablets, computers, televisions, games consoles, printers and other devices while they use the protected home internet connection.

One Aclet provides a shared line of defence for the connected home.

• There is no app to install on each device.
• On a full-fibre setup, Aclet normally sits behind your existing router so traffic from its wired and Wi-Fi devices passes through Aclet.
• Some telephone-line or modem setups need a slightly different arrangement and may need a separate Wi-Fi access point or network switch.
• A device using mobile data or another internet connection is outside Aclet's protection.

No. Aclet is designed to look after itself.

Switch it on and leave it working; Aclet handles its own routine upkeep.

• It checks for protection updates, software improvements and configuration changes automatically.
• You do not need to remember update dates, download files or reinstall anything on your devices.
• You only need to visit My Aclet if you want to change an optional household setting.
• If there is an unusual fault, Support may ask you to restart the box or approve help, but that is not routine maintenance.

No. There is no Aclet app to install.

Open My Aclet when you want it; there is no app to maintain.

• My Aclet is a secure website that works in the browser on your phone, tablet or computer.
• You can use it to see protection activity and change optional settings.
• Nothing needs to be installed on the devices in your home for Aclet to protect them.

Aclet sends the small amount of information needed to operate your service, keep the box healthy and show you what it has protected in My Aclet.

Aclet sends service health and relevant protection information, not the private contents of what your household reads, writes or says.

• This includes the identity and software version of your Aclet, whether its services are healthy, your chosen settings and totals such as how many connections were blocked.
• A security event may include the name or internet address of the destination that was blocked, the type of danger and the time it happened.
• Aclet is not designed to send the contents of webpages, messages, calls, passwords, photographs or documents.
• Detailed diagnostic logs are generated and shared only when you choose to download them or provide them for Support.
• Some connection details can still be personal information, so they are handled as described in Aclet's Privacy Statement.

Aclet must recognise some connection information so it can decide whether to allow or block it. This may include the name of a website or service, but it is not the same as reading what you do there.

Aclet protects connections automatically; it is not a tool for staff to watch your household.

• Most modern internet content is encrypted. Aclet is not designed to read your messages, passwords, photographs, files, calls or the words on a page.
• Protection decisions are made automatically. Aclet staff are not sitting and watching what a household does online.
• Staff may see account and box health information and relevant blocked security events when operating the service or helping you.
• More detailed diagnostics are only used when you choose to share logs or approve a support session.
• A blocked event can reveal that a device tried to contact a particular service, so Aclet treats that information carefully.

Yes. Your rights depend on why and when you cancel, and your order terms will explain the practical return steps.

Contact Support and we will explain the correct cancellation or return route without limiting your legal rights.

• If you buy Aclet online as a UK consumer, you will normally have 14 days after receiving the box to tell us that you have changed your mind.
• You must then return the box promptly and take reasonable care of it. The order information will explain the return method and whether you must pay the return postage.
• If you asked us to start a paid service during the 14-day period, you may need to pay a fair amount for the service already provided.
• Separate legal rights apply if the box is faulty, not as described or the service is not provided with reasonable care and skill.
• Your statutory consumer rights are not replaced by Aclet's own cancellation terms.

Remote support lets an Aclet expert look at the Aclet box when you ask for help. It does not give us control of your phones, computers, televisions or other devices.

You control whether remote support starts, and it is support for the Aclet box rather than remote control of your household devices.

• You start the process from My Aclet and approve access for the support session.
• Access is limited to the Aclet box and the problem you have asked us to investigate.
• You can refuse access or stop the session. We do not have a permanent open door into your home network.
• The expert may see technical connection and protection information needed to diagnose the problem, but not your device screens, files or passwords.

Yes. Open Support, choose the option that says you are worried and tell us what Aclet found.

You do not have to work out a worrying security event on your own.

• An Aclet expert can explain what the warning means and what you should do next.
• If a deeper investigation would help, we can arrange dedicated time with an Aclet Cyber Security Expert.
• Aclet customers can download detailed logs from My Aclet if an expert asks for them. You decide whether to share the file.
• Do not include passwords, payment details or other secrets in a support message.
• If you believe money or an account is at immediate risk, contact the relevant bank or service provider as well as Aclet.

Possibly. Aclet is currently designed around UK homes, so we need to check your location and internet setup before confirming that we can supply and support it.

Email hello@aclet.co.uk with where you live and we will check.

• Contact us and tell us which country you live in, who provides your internet and what type of internet box you have.
• Shipping, power plugs, local rules, connection types and support availability differ between countries.
• We will tell you honestly whether Aclet is suitable before you place an order.
• Please do not order using a UK address for use elsewhere without asking us first.