WiFi service: Frequently asked questions

Having a problem with our WiFi service? Try our common troubleshooting solutions

Questions about the WiFi service? Find the most common queries and answers here

Find simple instructions for connecting your device to our free WiFi service

See our terms and conditions and other policies

I have an issue

I can see the wireless network, but I can't connect – what's wrong?

In the first instance, you can try:

  • Removing (forgetting) the wireless network from your device WiFi settings
  • Turning your WiFi off and on again
  • Rebooting your device

It’s possible that your location may be causing interference with the WiFi signal – try moving to another location to attempt to connect to the service.

Some smartphone roaming client apps may interfere with connectivity on our network – try uninstalling/deleting the app and rebooting your device before attempting to connect again.

I can't see the wireless network – what can I do?

Please make sure that wireless is turned on in your device settings, it’s possible that it has been turned off accidentally – please refer to the Getting connected section for instructions.

Try moving to another location and scanning again – smartphones have very small WiFi antennas, so it’s possible that your device isn’t discovering the network. If possible, try another device with WiFi.

I can connect to the network, but my connection keeps dropping – can this be resolved?

You may be moving out of range of the WiFi. Check your device’s WiFi signal strength indicator and move to a different location.

Some devices may automatically disconnect you from the wireless network when they have not been used for a period of time.

It’s also possible that your location may be causing interference with the WiFi signal – try moving to another location and attempt to connect to the service.

I've got a security message on my device – why is that?

When connecting to a public WiFi service, some devices automatically increase their security settings to protect you, and display a warning message about unsecured networks.

It’s essential that you take some basic steps to protect your device, whether you are using wireless or wired internet, or on a private or public network:

  • Install and use anti-virus software and a firewall
  • Make sure your device software and operating system is up-to-date
  • Ensure your device is password protected
  • Don’t leave your device unattended in a public place
  • Only enter any personal banking or other sensitive details once you know the website is secure (normally a padlock icon on your browser)

 

I can’t send emails from my device – are there any settings to change?

If you are unable to send or receive emails from your normal mail app, logging into your webmail service instead will allow you to send and receive email correctly.

My issue isn't listed

If you are experiencing an issue that can’t be resolved through the steps listed here, please contact us using the form below:
 

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I have a question

How do I connect to the WiFi?

You can connect to our wireless networks just as you would with your home or work WiFi.

Just use the normal process for your device:

  • Make sure WiFi is enabled
  • Select the correct network
  • Follow the simple on-screen instructions

Please refer to the Getting connected section for further instructions.

Do I have to register?

Yes. In order to register, you will need to provide either:

  • a valid email address and a few simple details to enhance your experience (i.e. name, gender, age range); or
  • your Facebook log-in details (email address and password)

 

How much does it cost?

Use of the WiFi is completely free – you will not be asked for payment details when logging on or using the service.

Are there any limits on the size of files I can download or send by email?

No, but there may be restrictions imposed by your email provider.

How long can I use the intechnologyWiFi network for?

There are no restrictions to the length of time you can use the network.

Why should I choose the free WiFi over 3G, 4G or GPRS?

The free WiFi service will not use any data allowance from a mobile plan and offers fast, efficient coverage, even in busy areas. This means your favourite apps and websites can display content more quickly.

What are the terms and conditions and cookie policy of using the WiFi service?

You can find full details of all our terms and conditions in the Additional info section.

What security steps should I take while using the network?

It’s essential that you take some basic steps to protect your device, whether you are using wireless or wired internet, or on a private or public network:

  • Install and use anti-virus software and a firewall
  • Make sure your device software and operating system is up-to-date
  • Ensure your device is password protected
  • Don’t leave your device unattended in a public place
  • Only enter any personal banking or other sensitive details once you know the website is secure (normally a padlock icon on your browser)

 

My question isn't listed

If you have a question about our WiFi services, please contact us using the form below:
 

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Getting connected

Android

How do I connect to the network with my Android device?

Please note: The exact procedure and icons displayed may differ slightly according to device model and Android version.

  • Select Apps android-apps from the home screen
  • Open Settings android-settings and select WiFi android-wifi
  • Ensure WiFi is turned on by moving the switch to the green position android-switch
  • A list of available WiFi networks will appear; select the appropriate network from the list to connect
  • Follow the simple on-screen instructions

Apple

How do I connect to the network with my Apple device?

Please note: The exact procedure and icons displayed may differ slightly according to device model and iOS version.

  • Open Settings apple-settings and select WiFi apple-wifi
  • Ensure WiFi is turned on by tapping the switch icon, so it appears green apple-switch
  • A list of available WiFi networks will appear; select the appropriate network from the list to connect
  • Follow the simple on-screen instructions
  • How do I connect to the network with my Apple Mac device?

    Please note: The exact procedure and icons displayed may differ slightly according to OSX version.

    • Click the WiFi icon osx-wifi on the menu bar – if WiFi is turned off, the icon will be empty osx-wifi-off
    • Ensure WiFi is turned on in the menu
    • A list of available WiFi networks will appear; select the appropriate network from the list to connect
    • Follow the simple on-screen instructions in the pop-up window (this may take a moment to appear on your system)

    Windows

    How do I connect to the network with my Windows phone?

    Please note: The exact procedure and icons displayed may differ slightly according to device model and Windows version.

    • Open Settings windows-settings2 and select Network & Wireless windows-wireless
    • Choose WiFi and make sure the switch is set to On windows-switch
    • A list of available WiFi networks will appear; select the appropriate network from the list to connect
    • Follow the simple on-screen instructions
    How do I connect to the network with my Windows laptop?

    Please note: The exact procedure and icons displayed may differ slightly according to Windows version.

    • Click the WiFi icon windows-wifi on the Windows task bar
    • Ensure WiFi is turned on in the panel
    • A list of available WiFi networks will appear; select the appropriate network from the list to connect
    • Follow the simple on-screen instructions in the pop-up window (this may take a moment to appear on your system)

     

    • Please note: On some versions of Windows, you may be asked to select a location for the network – choose Public
    • Please note: On some versions of Windows, a pop-up might appear stating that additional log on information may be required – clicking on this will take you to our log-on page in your browser to complete the connection
    My device isn't listed

    While we can’t provide support for every device, if you can’t connect, or have a question about our WiFi services, please contact us using the form below:
     

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    Additional info

    WiFi Terms and Conditions
    1. By subscribing for our wireless access services (“Services”) you are agreeing to the terms and conditions set out in this document. You are also agreeing to the terms of our Privacy Policy.
    2. The Services

    2.1. You agree to use the Services subject to the terms and conditions set out in this document.

    2.2. You are entitled to stop using the Services at any time.

    2.3. We are entitled to stop providing the Services at any time.

    3. Availability

    3.1. You are responsible for ensuring that your mobile device is compatible for the purposes of receiving our Services.

    3.2. We are not responsible if the Services become unavailable due to circumstances beyond our reasonable control including emergencies, collocation failures, interruptions to transmission, failure in any equipment used to provide Services or failure of any networks.

    4. Content and Security

    4.1. We cannot be held liable for any data or content that you access or receive as a result of using the Services and we have no control over and do not accept any responsibility for such content.

    4.2. You are responsible for evaluating any content received as a result of using the Services and we are not responsible for any opinions, advice, services or other information provided by any other organisations as a result of using the Services.

    4.3. You are responsible for paying any fees or charges due to third party vendors from whom you purchase goods or services as a result of using the Services. You will have no contract with us in relation to such goods or services and if there are any issues about the quality or suitability you must seek redress from the third party vendors.

    4.4. Although we take steps to protect the security of any information you provide to use (see our Privacy Policy), we cannot guarantee absolute privacy while using the Services. You agree to protect your password and to follow any instructions or advice we give in relation to security.

    5. Acceptable Use

    By using the Services you must not:

    • infringe our intellectual property rights or those of any third party;
    • damage, disable or compromise our systems or security;
    • engage in any activity which is criminal or otherwise unlawful including but not limited to infringing copyright, patents, trade marks, or engage in theft or unauthorised transmission or storage of information or funds;
    • breach the security of any networks including hacking or distributing viruses;
    • send, receive, post or disseminate any material which is offensive, abusive, defamatory, indecent, obscene, unlawful, harassing, menacing, threatening or in breach of copyright, patent or other intellectual property rights;
    • re-sell any aspects or parts of the Services;
    • send any unsolicited email;
    • engage in activity that might in any way damage our reputation or goodwill.
    6. Intellectual Property Rights

    6.1. You acknowledge that all intellectual property rights in the underlying technology used by us to provide the Services belong to us or to our licensors and that you have no rights to such intellectual property rights other than to use in accordance with these terms and conditions.

    7. Our Liability

    7.1. Subject to Condition 7.3 below, the Services are provided to you “as seen” and all warranties, conditions and other implied terms are, to the fullest extent permitted by law, excluded.

    7.2. Subject to Condition 7.3 below, we have no liability to you in respect of any indirect losses arising as a result of use of the Services.

    7.3. Nothing in these terms or conditions will limit or exclude our liability for either death or personal injury resulting from our negligence or from any fraud or fraudulent misrepresentations.

    8. Our Rights To Bring The Services To An End

    8.1. We may stop providing the Services immediately without notice to you if you commit a material or persistent breach of these terms and conditions or if you breach any of the restrictions in Condition 5 relating to acceptable use.

    9. Circumstances outside our control

    9.1. We are not liable to you if we fail to provide the Services to you as a result of any event beyond our reasonable control which includes any breakdown in public or private telecommunications networks or interruptions in third party services or networks.

    10. Transfer

    10.1. You can only transfer your right to receive the Services to someone else if we agree this in advance.

    11. Disputes

    11.1. These terms and conditions are governed by English law and we agree that in the event of any dispute, we will refer the dispute to the Courts of England and Wales.

    Privacy Policy

    Please take the time to read and understand this Policy. By using our WiFi service you are agreeing to its terms.

    About us

    Our full name is InTechnology WiFi Limited. We are a limited company and our registered address is Cardale House, Beckwith Head Road, Harrogate, HG3 1RY, Yorkshire. The company is wholly owned by its holding company, InTechnology plc. When we refer to “we” or “our” in this Policy we are referring to InTechnology WiFi Limited.

    We provide end-to-end WiFi solutions to local authorities, stadiums and event organisers, mainly to overcome the challenges of creating network capacity for a high number of users in a concentrated area and often where traditional connectivity might be insufficient or even unavailable.

    We are registered under the Data Protection Act 1998 with the Information Commissioner’s Office in the UK. We are the “data controller” of the personal data you provide to us. This is a legal term used to describe the person or organisation that controls the way personal data is used and processed. Some but not all of the information you provide to us will be personal data. Any data that identifies you as an individual will be personal data.

    What information do we collect from you and when?

    We collect the following information from you.

    • Technical information about the devices you use to access our Services. We collect the unique identifying codes, device model, device name, relevant IP address, operating system and version, web browser and version and geographic location for the device.
    • Your social media content where this is in the public domain and any messages you send direct to us via social media. This can include posts and comments, pictures and video footage on sites such as YouTube, Facebook and Twitter.
    • The log in information you provide or information from your social media accounts through which you access our Services.
    • Details of your use of our Services including location data, web logs and other communication data and the resources you access.
    • Details about your actual location.
    • What you view, click on and access and the time when you do so.
    How do we collect your information?
    • We collect information about you when you sign up for our Services or log into our wireless network.
    • When you sign up for receiving any specific marketing communications from us or our selected partners.
    • Emails or text messages you send to us or that we might send to you.
    • Your use of social media including “like” buttons and similar functions made available by social media platforms.

    We may also collect information about you if you have consented to other organisations sharing that information with us or with organisations like us.

    Cookies

    The Captive Portal WiFi System does not make use of cookies.

    Where we store your personal data

    When you use our Services we will store certain information in server logs. That information will typically be internet protocol (IP) addresses, details of the internet service provider (ISP), clickstream data, browser type and language, viewed and exit pages and data time stamps.

    Security of your information

    The information we receive reaches us electronically originating from your device. Where it is within our control we will put measures in place to ensure that “inflight” data is secure. However we use appropriate procedures and technical security measures to safeguard your information across all our computer networks. Unfortunately the transmission of information via the internet is never completely secure and we cannot guarantee the absolute security of information transmitted to us.

    How long do we keep your information?

    To make sure we meet our Data Protection obligations, we only keep your information for as long as we actually need to do so. In most cases this means we will keep your information for as long as you continue to use our Services. After that we will either delete it or make it anonymous, so that it cannot be linked back to you.

    How do we use your information?

    We use information held about you for the following purposes.

    • To provide you with our WiFi networks and mobile apps, which all require a certain amount of technical information to work properly.
    • To power our security measures and services so you can safely access our Services. It also lets us do things that should recognise your username and password, as well as reset them, if you happen to forget what they are.
    • To contact you from time to time regarding things you have told us you want to hear about. This could be special offers, new products or events. If you use our app, we may highlight certain offers or events that may be of interest to you.
    • To respond to any social media posts or other public comments that you might make, whether they are directed to us or about us or our Services.
    • To advertise products or services to you on your favourite social media site such as Facebook or Twitter.
    • To tell you about any changes to our Services or activities or apps.
    • To gather statistics about how you and other people use our Services and what you think of our advertisements, product information, social media and other content. We analyse this data to see if what we do is interesting to people and meets their needs or whether it can be improved and if so, what changes can be made.
    • To monitor how people use our Services and apps to see if they are being abused or threatened for example by internet trolls posting inappropriate comments in review areas.
    • To allow us to understand our customer base across all our businesses both online and elsewhere. We merge your details with information from other customers and other users of our Services. This is done on an anonymous and aggregated basis. We can then spot trends and factors and try to match our Services to the things we believe you and other people like you would be most interested in. We look at trends based on people’s geographic location, behaviours, etc.
    Who do we share your information with?

    We cannot provide our Services without involving other people and organisations from time to time. When we share your information we want you to know that we only do so in accordance with our Data Protection obligations.

    We will share information with other companies who advertise their products and services on our app so that they can better understand the profile of our customers who buy our Services. However all the information we share is collected and made anonymous, so that neither you nor any of your devices can be identified. The information enables our advertisers to reach the kind of audience they wish to target.

    We may also share your personal data with such companies but only if you have given us your prior consent.

    Access to information

    The Data Protection Act 1998 gives you the right to access any personal data held by us. Your right of access can be exercised by making a request to us and on payment of a fee of £10 to meet our costs. You can contact us in the “Contact us” section below.

    Updates to this Policy

    We may need to update this Policy from time to time as our business changes. We will endeavour to tell you in advance by sending a service message to you if we hold your email address. Otherwise please look out for the flags on our app, which indicate that we have changed this Policy. If you continue to use our Services after we have changed our Policy we will take it that you have accepted the changes.

    Your rights

    If you would like to understand your Data Protection rights in full then please go to the website of the Information Commissioner’s Office (ICO) online at ico.org.uk. The ICO regulates the Data Protection Act 1998 and there is some useful guidance available on the website.

    Contact us

    You are welcome to get in touch with us to discuss your information at any time. Our contact details are here.

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