Heathrow free Wi-Fi FAQs - Heathrow Airport

Changes to<br />

<strong>Wi</strong>-<strong>Fi</strong> at <strong>Heathrow</strong><br />

<strong>FAQs</strong><br />

Log in and use<br />

How do I access your <strong>Wi</strong>-<strong>Fi</strong> network?<br />

So long as you have a <strong>Wi</strong>-<strong>Fi</strong> enabled device,<br />

you can use the <strong>Heathrow</strong> <strong>Wi</strong>-<strong>Fi</strong> network<br />

<strong>free</strong> for 45 minutes (90 minutes if you’re a<br />

<strong>Heathrow</strong> Rewards member). Here’s what<br />

you do:<br />

1 Switch on your device and launch <strong>Wi</strong>-<strong>Fi</strong><br />

2 Choose the network _<strong>Heathrow</strong> <strong>Wi</strong>-<strong>Fi</strong><br />

3 Open an internet browser<br />

4 Choose whether you want to use<br />

the service for <strong>free</strong> or pay for it<br />

5 Complete the registration details<br />

and tick your agreement to the<br />

terms and conditions<br />

6 Use the internet in the way that<br />

you normally do with your device.<br />

What equipment do I need?<br />

You need a <strong>Wi</strong>-<strong>Fi</strong> enabled device such as a<br />

smart phone, laptop or tablet.<br />

Do I have to register?<br />

Yes.<br />

Can I get up-to-date information<br />

about <strong>Heathrow</strong> services through<br />

the <strong>Wi</strong>-<strong>Fi</strong> network?<br />

Yes. We post regular updates about the<br />

situation at <strong>Heathrow</strong>. To find the latest<br />

information, visit heathrow.com or follow<br />

us on Twitter @<strong>Heathrow</strong><strong>Airport</strong><br />

Can I roam on the <strong>Heathrow</strong><br />

<strong>Wi</strong>-<strong>Fi</strong> network?<br />

Yes. Our <strong>Wi</strong>-<strong>Fi</strong> provider, Arqiva, has a roaming<br />

agreement with Skype, Boingo and iPass.<br />

If you’re with either of them, you can roam<br />

at <strong>Heathrow</strong>.<br />

Can I use my device to make phone calls?<br />

Yes, if you have a service such as Skype or<br />

voice messenger. There may be charges.<br />

You should check with the service provider.<br />

Can I send and receive large files?<br />

There’s no network limit on what you can<br />

send, but there may be limits on individual<br />

email accounts. We suggest that you limit<br />

emails and attachments to 10MB.<br />

Free minutes and payment<br />

When do my <strong>free</strong> minutes start and end?<br />

Your <strong>free</strong> minutes start once you’ve registered<br />

and they run continuously after that. The<br />

welcome screen shows you how much time<br />

you have remaining, and you can see that<br />

every time you open your browser afresh.<br />

At the end of your 45 <strong>free</strong> minutes, you’ll<br />

be invited to join <strong>Heathrow</strong> Rewards for<br />

an additional 45 <strong>free</strong> minutes. Or you can<br />

continue to use <strong>Wi</strong>-<strong>Fi</strong> on a pay-as-you-go basis.<br />

What if I need more than 45 minutes?<br />

You can join <strong>Heathrow</strong> Rewards and qualify<br />

for an additional 45 <strong>free</strong> minutes, or you can<br />

continue to use <strong>Wi</strong>-<strong>Fi</strong> on a pay-as-you-go basis.<br />

Why would I want to pay?<br />

Besides a greater length of time on our<br />

<strong>Wi</strong>-<strong>Fi</strong>, the service you receive will also be<br />

up to five times faster.<br />

How much does paid-for <strong>Wi</strong>-<strong>Fi</strong> cost?<br />

You can buy additional <strong>Wi</strong>-<strong>Fi</strong> time in blocks.<br />

In every case, the clock starts from when<br />

you pay.<br />

Up to 1 hour more £3<br />

Up to 3 hours more £5<br />

24 hours £9<br />

6 months £70<br />

1 year £130<br />

How do I pay for additional <strong>Wi</strong>-<strong>Fi</strong> use?<br />

You can pay using your credit card or PayPal.<br />

Join the network in the usual way and follow<br />

onscreen instructions. Payment is secure. If<br />

you’ve already paid for time on a network<br />

managed by our provider, Arqiva, you can<br />

use that account to log in at <strong>Heathrow</strong>.<br />

Can I get a receipt for my payment?<br />

If you pay for <strong>Wi</strong>-<strong>Fi</strong> use, we’ll send a VAT<br />

receipt automatically by email to the address<br />

you supplied. If you need help, call the Arqiva<br />

support desk on 0330 660 1130 or email<br />

wificustomerservice@arqiva.com.

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Troubleshooting<br />

I’m having trouble connecting.<br />

Where can I get help?<br />

If you can’t connect, you may need to change<br />

the settings within your browser. Or perhaps<br />

you’re running other programs that aren’t<br />

optimised for our system. Call the Arqiva<br />

support desk on 0330 660 1130. They should<br />

be able to help.<br />

I’m new to <strong>Wi</strong>-<strong>Fi</strong>. Can anyone help?<br />

Yes. Call the Arqiva support desk on<br />

0330 660 1130. They’ll help you get started.<br />

I don’t have <strong>Wi</strong>-<strong>Fi</strong>. Is there any other way<br />

to get on to the internet?<br />

Yes, there are pay-as-you-go computer desks<br />

with broadband access in every terminal,<br />

operated by Arqiva. The maps located in the<br />

terminal will show you where you can find<br />

internet facilities in the terminal. You can pay<br />

by prepaid vouchers, with coins (UK pounds<br />

or euros) or online by credit card. Printers are<br />

also available before security.<br />

My wireless network connection is<br />

enabled but I can’t find any networks.<br />

What can I do?<br />

Most computers have a built-in switch that<br />

lets you disable the wireless adapter’s radio.<br />

Make sure this switch is ‘on’. If you can’t find<br />

the switch on your computer, call the Arqiva<br />

support desk on 0330 660 1130.<br />

My device says that _<strong>Heathrow</strong> <strong>Wi</strong>-<strong>Fi</strong> is<br />

an unsecured network. Is this normal?<br />

Yes, this is normal. Please click ‘continue’.<br />

I can receive email, but I can’t send it.<br />

What can I do?<br />

Call the Arqiva support desk on 0330 660 1130<br />

When is the support desk open?<br />

The Arqiva support desk is available 24 hours<br />

a day, seven days a week, 365 days a year.<br />

For multi-lingual support, please call the<br />

appropriate number below. You can also<br />

email wificustomerservice@arqiva.com.<br />

English speaking 0330 660 1130<br />

French speaking 0330 660 1131<br />

German speaking 0330 660 1132<br />

Urdu speaking 0330 660 1133<br />

Mandarin speaking 0330 660 1134<br />

How much does it cost to<br />

call the support desk?<br />

Arqiva’s support desk uses 0330 numbers.<br />

Calls to these numbers cost no more than<br />

calls to geographic numbers (01 or 02).<br />

Calls from landlines and mobiles are included<br />

in <strong>free</strong> call packages (if you have one).<br />

International roaming charges may also<br />

be incurred.<br />

Security and speed<br />

How fast is the <strong>Wi</strong>-<strong>Fi</strong> network?<br />

The speed you get depends on the number<br />

of users and how heavily they’re using the<br />

service. If you’re using our <strong>free</strong> service then<br />

you can expect on average about 1 MB/s.<br />

Paid users will receive speeds up to five<br />

times faster, on average.<br />

Why do you need my personal details?<br />

Please see the <strong>Heathrow</strong> <strong>Airport</strong> Limited<br />

Privacy Policy and Arqiva’s <strong>Wi</strong><strong>Fi</strong> Terms and<br />

Conditions. Both can be found under the<br />

Terms and Conditions link on the <strong>Wi</strong><strong>Fi</strong><br />

log-in page.<br />

What do you do with my personal data?<br />

We require this information for payment, for<br />

personalisation of the <strong>Wi</strong>-<strong>Fi</strong> ‘welcome’ pages<br />

and prevention of fraud.<br />

Is <strong>Heathrow</strong>’s <strong>Wi</strong>-<strong>Fi</strong> ”family friendly”?<br />

Yes. The <strong>Wi</strong>-<strong>Fi</strong> service that Arqiva provides to<br />

<strong>Heathrow</strong> uses third-party filtering software.<br />

This means that it will automatically block<br />

access to certain types of websites and<br />

content which it deems to be inappropriate.<br />

How secure is <strong>Heathrow</strong>’s <strong>Wi</strong>-<strong>Fi</strong>?<br />

Ours is one of the most secure public <strong>Wi</strong>-<strong>Fi</strong><br />

networks. It uses 256 Bit SSL encryption to<br />

protect your data. But no public network<br />

is foolproof. Make sure you do your best<br />

to protect yourself and your device – your<br />

laptop, phone or tablet.<br />

• Install robust anti-virus software and a<br />

personal firewall on your device. Keep<br />

anti-virus software up to date<br />

• Protect your device with a password<br />

• Never leave your device unattended;<br />

if necessary, lock it<br />

• Keep credit or debit-card details hidden<br />

from view<br />

• Make sure that a website is secure before<br />

you input financial details. Check for the<br />

padlock icon on your browser<br />

• If you’re connecting to your own<br />

corporate network, use a secure VPN<br />

(virtual private network).