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Frequently Asked Questions: Laptops
General
Billing
Customer Support
Coverage
Technical Questions
Wireless Broadband (3G) Connectivity
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General
What is the iPassConnect™ Mobility Service?
The iPassConnect™ Mobility Service provides easy-to-use Wi-Fi hotspot and hotel Ethernet access in 95,000 venues in over 80 countries, dial-up in over 160 countries and 3G connectivity throughout the United States. Through Wi-Fi it gets you wireless broadband connections in over 450 airports, over 20,000 hotels, and over 70,000 cafes and retail locations around the world. And adding 3G gets you broadband speeds almost everywhere else in the United States.
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How does the iPassConnect™ Mobility Service compare to other mobility services?
Other mobility services are either limited by the breadth of their network coverage, quality of their footprint or the number of network connectivity options.
Breath of footprint: The iPassConnect™ Mobility Service provides connectivity in over 95,000 active Wi-Fi and hotel Ethernet venues worldwide including over 25,000 in the United States and over 43,000 in Europe, more live locations than any other provider.
Quality of footprint: The iPassConnect™ Mobility Service has more airports and hotels worldwide than any other, with 83 of the world's top 100 airports and 450 in total, and over 20,000 business-class hotels. It also includes major retail locations, such as over 7,000 Starbuck's and, over 9,000 McDonald's, and many more well known brands.
Variety of networks: The iPassConnect™ mobility service enables customers to connect to the widest variety of networks including 3G, Wi-Fi, Ethernet and old old-fashioned dial-up when that's all that is available.
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What types of networks can I connect to?
The iPassConnect™ Mobility Service for notebook computers enables connectivity to a wide variety of networks including 3G wireless broadband in the United States and Wi-Fi hotspots, hotel Ethernet and dial-up around the world.
The iPassConnect™ Mobility Service for Windows Mobile 6 handhelds enables connectivity to a wide range of Wi-Fi hotspots.
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How do I subscribe to the iPassConnect™ Mobility Service?
You simply sign-up online to receive your username and password, download the iPassConnect™ mobility manager for notebook computers or Windows Mobile 6 handhelds, and you're ready to connect.
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Do I need the iPassConnect™ mobility manager to connect to the iPass Network?
Yes, the iPassConnect™ mobility manager is required for connectivity to the iPass Network as it provides special wireless security and the intelligence to access over 95,000 network locations run by over one hundred operators . It also helps you bypass web login pages and provider advertising, thereby increasing your productivity.
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How do I download the iPassConnect™ mobility manager?
You will need to select a rate plan before you download the iPassConnect™ mobility manager. Once you have signed up, you will be directed to the download page for the software. If you would like to preview the iPass software, we have provided an online demo for your convenience. You can also use the iPass Hotspot Finder to find locations near you or your frequent travel locations.
To gain access to networks within your rate plan, you will need to complete the registration process and download a version of the iPassConnect™ mobility manager that matches your rate plan.
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How does the iPassConnect™ Mobility Service secure my Internet connection?
The iPassConnect™ Mobility Manager uses a security standard created by iPass and adopted by its network partners to protect you from connecting to wireless networks that masquerade as legitimate networks in order to steal your data. It also protects your username and password with encryption over the wireless link.
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Does the iPassConnect™ Mobility Service provide me with an email account?
The iPassConnect™ Mobility Service does not provide customers with e-mail accounts, it helps connect you to your personal and business information and email on the web from more places than ever.
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Can I send and receive e-mail with the iPassConnect™ Mobility Service?
Any web based e-mail account such as AOL, Hotmail, Yahoo! Mail, Gmail etc. can be accessed via your web browser after the iPassConnect™ Mobility Service has successfully established an Internet connection. Corporate e-mail accounts can also be accessed via the web (if supported by your organization) or via a Virtual Private Network (VPN) supplied by your employer.
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Are there terms and conditions that apply to my service plan?
Yes, service plan terms and conditions are provided with each service plan description.
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How do I modify or cancel my service plan?
To modify or cancel your service plan, go to the Account link on the iPassConnect™ Mobility website.
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Are corporate rates available?
Corporate rates are not available via the iPassConnect™ Mobility Service. If you're interested in a corporate iPass account, please contact an iPass sales representative at http://www.ipass.com/company/company_contactus.html#sales
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Is there a term commitment for any of the service plans?
A one year commitment is required for service plans that include Wireless Broadband (3G) connectivity.
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What is the general unlimited usage policy?
Wi-Fi Usage:
"Except as noted below, your access of the iPass Mobility Service is for an UNLIMITED number of uses each month for any amount of time at any iPass Access Point during the period in which you are current in your payments for the iPass Mobility Service and solely in compliance with the terms and conditions of this Agreement including the iPass's Online Policies (as defined below) and the iPass Client Software EULA, as defined below. The limitation to your number of uses is as follows: to ensure that the iPass Mobility Services are not being used fraudulently, iPass limits your usage of the iPass Mobility Service to one hundred (100) uses per calendar month. If you believe that your usages may exceed the amount of allowed uses in a certain calendar month as set forth above, please call iPass' Customer Support Center at 1-866-849-2853 to receive prior authorization to exceed this limit."
3G Mobile Data Usage:
"You may not use any 3G wireless connectivity for: (a) for uploading, downloading or streaming of videos, music or games; (b) with Web camera posts or broadcasts, automatic data feeds, or telemetry applications; (c) as a private line or Frame Relay service substitution, service or like equivalent; or dedicated data connections or like equivalent; or (d) as a connection that is simultaneously shared amongst multiple machines or users.
In the event that your usage of the 3G wireless connectivity service is greater than 5 GB (or such other level as may be advised by iPass, such level not to be lower than 2 GB) in any 30 day period, then within 7 business days of receipt of iPass' written request to do so, you will procure that your usage of the service is reduced to no higher than that level. If the usage is not reduced to no higher than that level within 7 business days following receipt of the written request from iPass, then iPass reserves the right to terminate your use of the 3G wireless connectivity service (mobile date) upon not less than 3 business days' written notification to you. Notwithstanding the foregoing, iPass or its suppliers reserve the right to suspend or terminate your access to the network without notice to anyone who uses the 3G wireless connectivity in any manner prohibited above or whose usage adversely impacts the 3G wireless (mobile data) network.
You agree that iPass retains the right, but not the obligation, to restrict or terminate your iPass Mobility Service at any time, if iPass, in its sole discretion, determines that you are in violation of this Agreement and/or iPass's Online Policies. You agree that if you violate your license by sharing your iPass Mobility Service with another party or breach the terms and conditions of the iPass Client Software EULA, iPass will explicitly retain (i) all rights set forth herein including the right to terminate your access to the iPass Mobility Service, (ii) all legal and equitable remedies against you, and (iii) in addition to and not in derogation of all other remedies available to iPass, iPass shall have the right to impose an administrative/investigative charge to your Account. iPass may change its Online Policies at any time by changing them online. You are responsible for checking them online."
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Billing
How will I be billed?
You will be billed via the credit card you selected when you signed up for service. Billing will occur in monthly increments beginning on the date that you first signed up for service.
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What are the billing requirements?
The iPassConnect™ Mobility Service is currently available to end users who have a valid U.S. credit card with a U.S. billing address.
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I am not a U.S. citizen or resident, can I still sign up for service?
The iPassConnect™ Mobility Service is currently available to end users who have a valid U.S. credit card with a U.S. billing address. Please check back later for support for non U.S. customers.
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Can I access my account online?
You can access your account online by going to the iPassConnect™ Mobility Service website and clicking on the Account link.
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If I cancel my service, do you prorate the monthly recurring charges on my subscription plan?
Subscription plan fees are not prorated. However, if you decide to cancel your service, you will not be invoiced at the beginning of your next billing cycle.
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Customer Support
Is there a help guide that I can access?
For access to the iPassConnect user guide for Windows notebook computers click here or visit the Help menu on the iPassConnect™ mobility manager.
For access to the iPassConnect user guide for Windows Mobile 6 handhelds click here or visit the Help menu on the iPassConnect™ Windows Mobile mobility manager.
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How do I contact customer support?
For technical support, account or billing inquiries, please send an email to
support@ipassconect.com
Please be sure to include your name and account number in your email.
Alternatively, you can contact customer support directly at 1 866-849-2853
Customer support is available 24 Hrs. per day, 7 days per week.
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Coverage
Where can I use the iPassConnect™ Mobility Service?
The iPassConnect™ Mobility Service is available in tens of thousands of locations within the United States and around the globe. Venues include Starbucks coffeehouses, McDonald's restaurants, Barnes & Noble bookstores, Borders bookstores, FedEx Kinko's Office and Print Centers, Hyatt Hotels, Marriott Hotels etc. Frequent travelers also have the convenience of wireless broadband connectivity at 520 airports worldwide including 83 of the top 100. No other service has the breadth of coverage as the iPassConnect™ Mobility Service.
Subscribers to service plans that include Wireless Broadband (3G) connectivity also have broad coverage in the United States.
For a list of iPass Hotspots click here
For a map of Wireless Broadband (3G) coverage, click here
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Can I connect internationally?
Subscribers to the Global Wi-Fi or Global Wi-Fi/3G Combo plans can connect in tens of thousands of international locations at no additional cost.
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How do I find an iPass location?
iPass locations can be found in a variety of ways:
Using the iPassConnect software for notebook computers:
Search by Location: From the Search section of the main screen of the iPassConnect software, select the filter criteria (Country, State & City) from the drop down lists. Each filter criteria will narrow your search to a more specific location. Click Find and the access points matching your search criteria will be displayed in the Phonebook.
Search by Number: If you are searching for a US dial-up access point, in the Country drop down list, select United States. Then Enter the local phone number you are calling from in the Area Code and Phone Number text boxes.
Search by Keyword: Once you select a country in the drop down list, you can also search for broadband access points containing a specified keyword. For example, a keyword search of San would display all access points (Wi-Fi and Ethernet hotspots) in San Francisco, San Mateo, San Diego, and other locations matching the keyword. Click Find and the access points matching your search criteria will be displayed in the Phonebook.
From the iPassConnect™ Mobility Service website:
When online, go to the iPassConnect™ Mobility Service website at www.ipassconnect.com. On the main web page click on the link titled, Location Directory. For quick access click here.
From the iPassConnect Offline Hotspot Finder:
A complete list of iPass locations is also available via the iPass Offline Hotspot Finder, a downloadable application that enables you to easily find your way to iPass venues and secondary locations when you're offline.
Here's how it works: If you're offline, and have downloaded maps for the city you're searching in, you can click the View Offline Map button to get a static map of the hotspot you've selected on the Search Results tab.
Set Preferences. Configure how often your finder updates itself with the latest location data. Also, set displayed units to miles or kilometers, and enter your organization's proxy server settings, if applicable. Location Keywords. Use this intelligent search feature to find nearby hotspots by hotel chain, restaurant, café name and more. Say you needed a caffeine boost in addition to an Internet connection. Once you'd selected your location and radius, you could enter "Starbucks" in the Location Keywords field to quickly focus your search on what you were really after. Expand to Worldwide Region. Painlessly upgrade your Finder to encompass worldwide locations. For example, say you've previously downloaded the Finder for one specific region, such as the Americas, you can easily expand your searches to cover the world. Just click the Expand to Worldwide Region button.
To download the offline hotspot finder click here.
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Where can I connect to a 3G network?
The iPass 3G service is available throughout the United States. Click here for a coverage map.
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My 3G laptop card is damaged, what should I do?
For damaged 3G laptop cards, please contact customer service at 1 866-849-2853 for further instruction.
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I lost my 3G card, what should I do?
For lost 3G laptop cards, please contact customer service at 1 866-849-2853 for further instruction.
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Can I use my 3G laptop card on my desktop computer?
The iPassConnect™ Mobility Service is for mobile professionals and should not be used as a replacement for home broadband connectivity (DSL or Cable). Please refer to the fair user policy in the end user license agreement that came with your service plan.
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Technical Questions
How does the iPassConnect™ Mobility Service work?
The iPassConnect™ Mobility Service is enabled via the iPassConnect™ mobility manager, a software application that can be downloaded directly from the iPassConnect Mobility Service website. Once a customer signs up for connectivity via one of the rates plans listed on the iPassConnect Mobility website, they can access 3G, Wi-Fi, Ethernet and dial networks according to their service plan. Getting online with iPass is easy. Simply:
- Launch iPassConnect with your Wi-Fi card turned on or iPass issued 3G card inserted
- iPassConnect will automatically detect if a network is available
- Launch iPassConnect and select from a list of available networks.
- Enter your credentials and click OK.
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What do I need to access the iPass network?
To access the iPass network, you will need a Windows based notebook computer. Your notebook computer must meet the following minimum requirements:
System Requirements
- Pentium III processor (or equivalent AMD processor)
- 256 MB RAM
- 100MB free disk space
- TCP/IP protocol
- 16-bit color mode
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One or more connectivity devices installed, depending on your connection type:
- A supported WLAN adapter for a WLAN connection. (any NDIS v5.1 compliant 802.11b or 802.11g Wi-Fi device)
- A supported Wireless Broadband (3G) card from iPass
- Ethernet adapter for wired broadband connections
- 56K v90/92 modem for dial-up connections
Operating System Requirements
- Windows Vista (32-bit versions of Business, Enterprise and Ultimate)
- Windows XP Home or Professional Edition (SP 1 or SP 2)
- Windows 2000 (SP 4 or later)
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Can I access my corporate network via the iPassConnect™ Mobility Service?
You can access your corporate local area network if your employer has provided you with a Virtual Private Network (VPN). VPN services are not provided as part of the iPassConnect™ Mobility Service.
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How do I know if I'm within range of an iPass-enabled hotspot?
If a Wi-Fi card is installed in your computer, the iPassConnect™ mobility manager will automatically detect any nearby Wi-Fi hotspots for you. The iPassConnect™ mobility manager will display detected hotspots in the Phonebook in order of signal strength.
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How do I know if a Wi-Fi hotspot is iPass-enabled?
iPass-enabled hotspots are distinguished by the  icon. Auto-detection of an iPass-enabled Wi-Fi hotspot will automatically configure all of your Wi-Fi settings such as SSID and WEP key. You will only need to configure Wi-Fi settings manually if you use non iPass-enabled hotspots.
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Can I connect to non iPass-enabled hotspots?
All detected Wi-Fi access points, configured or not will be displayed in the iPassConnect™ mobility manager under Available Networks. Using personal networks allows you to make a fast and easy connection to a non iPass-enabled Wi-Fi access point. For example, if you connect often at home or frequent a non commercial local coffee shop that is not iPass-enabled, you can include the hotspot as a personal network. Please note that you may need valid login credentials and a security key to connect to personal networks.
To add a personal Wi-Fi network:
- On the Settings menu, select Connection Settings and then click the WLAN tab
- Under Personal Networks, click Add
- On the Add Personal Networks dialog, enter the personal network's SSID. Or, click Scan to have iPassConnect attempt to automatically detect a local SSID. If the network does not broadcast an SSID, select Non-Broadcast.
- Under Security, select the security mode used by the network from the drop-down list. Then, in Key, enter the security key for that type.
- Click OK.
To modify settings for a personal network:
- On the Settings menu, select Connection Settings and then click the WLAN tab.
- Under Personal Networks, select the network you wish to edit, and then click Modify.
- Edit the settings as desired, and then click OK.
To delete settings for a personal network:
- On the Settings menu, select Connection Settings and then click the WLAN tab.
- Under Personal Networks, select the network you wish to delete, and then click Delete
- Click OK.
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Why am I unable to connect to an iPass-enabled Wi-Fi hotspot?
Signal Strength: Check the signal strength indicator on the iPassConnect™ mobility manager. If the signal strength is low (2 bars or less), try moving to a different location to improve your position relative to the Wi-Fi access point.
Private Access Point: Is the Wi-Fi access point part of the iPass network? (iPass-enabled hotspots are distinguished by the icon). If not, the network provider may not be granting public access.
Access Credentials: Are your access credentials valid or entered correctly? Access credentials are case sensitive so please take special care when entering them.
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I'm receiving a message that my username and password are incorrect, what should I do?
In the iPassConnect™ mobility manager software, on the Settings menu, select Login Information. Re-enter your username and password and then click OK. To connect to a network, double click on the detected network or select the detected network and then click the Connect button.
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How do I update the list of locations and dial-up numbers in my iPassConnect™ mobility manager location directory (Phonebook)?
The iPassConnect software will automatically update the location information in the Phonebook on a periodic basis.
You can manually update the iPassConnect software to make sure you have the most current Phonebook and software. You must be connected to the Internet in order to perform an update. After updating, you will need to exit and re-launch the iPassConnect software in order for the changes to take place.
To update the iPassConnect software when on the LAN:
- On the Settings menu, select Software Update. Next to Software Update, iPassConnect will display the time and date of the most recent update.
- iPassConnect will contact the update server then download and install the most recent update.
To update the iPassConnect software when connected to the Internet with the iPassConnect™ mobility manager:
- Right click on the iPass icon in the system tray and select Update iPassConnect and then Phonebook
- iPassConnect will contact the update server then download and install the most recent update.
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How do I uninstall (remove) the iPassConnect™ mobility manager from my computer?
Windows XP Users
- Go to Control Panel and double click on Add or Remove Programs
- Select iPassConnect from the list of installed programs
- Click the Change/Remove button
Windows Vista Users
- Go to Control Panel and double click on Programs and Features
- Select iPassConnect from the list of installed programs
- Click on Uninstall in the menu items located above the list of installed programs
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Technical Questions: Wireless Broadband (3G) Connectivity
Will the embedded 3G card in my laptop work with the iPass 3G service?
To access the Wireless Broadband network (3G) you will need an iPass supplied external wireless 3G laptop card.
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I already have iPass installed on my computer, will it work with the Wireless Broadband 3G service?
Your existing iPassConnect™ mobility manager may not be enabled for 3G service. To access the 3G network, you will need to uninstall your existing iPassConnect software and install the iPassConnect™ mobility manager provided at www.ipassconnect.com
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I already have 3G connectivity from a mobile operator, can I use the iPass software instead of my mobile operator's 3G software?
Wireless Broadband (3G) networks that are not part of the iPass Virtual Network will not work with the iPassConnect™ mobility manager.
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I've received my 3G card but it doesn't work? What should I do.?
Please refer to the trouble shooting user guide that came with your iPass supplied 3G laptop card. If you continue to experience difficulty, please contact customer service at 1 866-849-2853 for additional assistance.
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Do I need to install the software that came with my Wi-Fi card?
Yes. The software that is included with your wireless 3G laptop card contains important drivers that are critical to the functioning on the 3G laptop card and must be installed.
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My laptop does not have a PCMCIA slot for external cards, what should I do?
You will need to upgrade your laptop to one that has support for external cards.
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Can I order a USB 3G card?
USB 3G cards are not supported at this time.
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Can I connect overseas with my iPass issued 3G laptop card?
The Wireless Broadband 3G service provides connectivity in the United States only. You can connect overseas via one of thousands of iPass Wi-Fi hotspots if supported by your service plan.
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How will I know if I'm in range of a 3G network?
If you are in range of the 3G network, the iPassConnect™ mobility manager will automatically detect it and display the signal strength. For additional information, double click the Info button.
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Will the iPass software automatically connect me to the 3G network?
To connect to the 3G network, double click on the 3G network listed in the mobility manager, enter your access credentials and you're instantly connected.
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