For our larger Guest Wi-Fi installations, we also offer end-user support to enable our customers to offer Wi-Fi without the need to sort problems as they occur.
We are here to help you with any problems 24/7 live, telephone guest and staff support.0333 3583 222
We are here to answer your questions. We will answer within 24 hours. Weekdays: 9am - 5pm GMT.firstname.lastname@example.org
We are here to troubleshoot your problems. Submit a help ticket and we'll get to work.Submit A Ticket
The Login/Splash Page is not Loading
If you have a secure web page, set as your homepage (e.g Google or Facebook), then our system can’t detect this as standard web traffic and may not automatically display our login/splash page. To fix this, connect to our Wi-Fi and then open your device web browser. In the address bar of the web browser, type a non-secure web site like www.bbc.co.uk or www.aol.com ,our system will detect this and display the login page.
Another reason for the Splash Page not appearing is that an older version of the splash page may be stored in your device cache. Please clear your cache and try again
Signal Strength Issues
Vital Wifi continually monitor our Wi-Fi systems for issues most of which can be addressed remotely, however it is not always possible to diagnose local signal interference problems without being physically on site. If you are experiencing unusual connection problems such as variable signal strength and slower than normal web page display, please contact us directly so we can diagnose the fault and find a solution. This type of feedback will help us to improve on our service and benefit all of our customers.
Can I use my PlayStation, Smart TV or Xbox?
There is no restriction on the use of such devices on our Wi-Fi networks however we do not provide technical support for the use of PlayStations, Smart TVs or Xbox Live.
If a venue has a long stay guest or staff member, unable to access the internet via a games console or smart TV, Vital Wifi are happy to bypass the device providing that the Venue Managers provides written agreement, meaning that the device will not require to be authenticated via the Splash page.
How fast is the Vital Wifi Internet Connection?
The actual connection speed will vary depending on where the Hotspot/Access Point is geographically located and the broadband capacity which has been contracted by the Venue management. Typically Vital Wifi offers speeds of between 1.5Mb and 4Mb, however it should be noted that our guest Wi-Fi service is designed for casual internet access, email and surfing. Whilst the venue broadband speed may be much higher, we sometimes cap the speed of individual users to help ensure that Wi-Fi users at the venue have adequate capacity.
Can I use the Wi-Fi on multiple devices at the same time?
This is venue dependant agreed with the venue management Due to the physically remoteness of some site locations and limited broadband capacity. Please check locally with a member of staff who will be able to advise on this matter.
I receive the message “you already have X devices connected”
As per the previous section some venues may be restricted to a maximum number of connections per users. As a general rule our plans allow for 2 devices (or more) to be connected at the same time. If you receive a screen error message saying “you already have X devices connected”, please check with a member of staff who will be able to help you to logout on one of your devices.
Can I watch Netflix, BBC iPlayer and other streaming services?
Due to the physically remoteness of some site locations and limited broadband capacity, it may not always be possible to stream live audio/video/gaming content however we do not restrict these services unless the venue management have requested us to do so.
Can I use my credit/debit card?
When payment is required, Payment is via our Secure PayPal link which is accessed by the Vital Wifi Splash-Page. This link will forward you to the Secure PayPal Hosted Payment Page. Payment can be made via your PayPal Account or by most Credit or Debit cards.
I receive a system message 'unable to log in, already logged in, access denied”
When a client logs out of the network, both the on-site router and off-site portal are updated that the current session has ended. This error can occur when the client logs out of the network, during a period when the (Satellite) link is down. This leads to the on-site router being updated but not the off-site portal, leading to them being out of sync with each other. However, the router and portal is synchronised periodically. Please note that data will not be utilised during this period, as an internet connection will not be available. If requested Vital Wifi are able to manually log a client out the portal, in advance of the scheduled re-synchronisation occurring.
I have been charged twice for the same package
We would not expect this to happen and we actively monitor all payments made to our system. If this should occur we will refund the extra payment as soon as possible once we become aware of it.
As a precaution, when you’re making a payment make sure not to click the refresh button whilst a transaction is in progress as sometimes (especially over a satellite link) the payment can take a little longer than usual to process and clicking the refresh button can cause these duplicate payments.
If you suspect or have been made aware of a duplicate charge for the same transaction please contact us.
I have purchased a data allowance package and used my data in a short time.
Modern Smart Phones can be data hungry and especially when the service has been paid for via a data allocation, clients are often surprised about the amount of data utilised. Installed Apps and operating system updates will continue to use data in the background whilst logged into the Wi-Fi network.
At the bottom of this page you will find a PDF guide on how to minimise using your data package allowance
Internet Security and DNS
Vital Wifi take internet security very seriously and our portal servers are installed in secure locations. We take and retain the absolute the minimum amount of data to enable us to provide the service. For example, we utilise a PayPal hosted payment page, which avoids Vital Wifi requiring to store personal data such as addresses and bank details.
We utilise Cisco Umbrella service as a DNS provider, whom provide DNS services for over 65 million users globally. There are billions of web sites and Cisco work hard in ensuring that all sites are categorised correctly however on some occasions a site may not be, leading for it to be blocked.
I am receiving a message that the connection is not secure
When you initially connect to our wireless hotspot it is required that the connection is unsecure so that you are able to view our login/splash page. Once you have logged in you are able to browse sites as normal and all traffic to sites beginning with HTTPS is encrypted.
How do I contact Vital Wifi Support?
If the above FAQ does not answer your question please do not hesitate to contact Vital Wifi support using the details at the top of this page.