How to take a Wi-Fi scan
A Wi-Fi scan helps us see what networks your device can detect and diagnose signal or interference issues. Please follow the steps below for your device. Apple devices (iPhone / iPad) Step 1: Download the app 1- Open the App Store 2 – Download AirPort Utility (by Apple) Step 2: Turn on Wi-Fi scanner (IMPORTANT) This […]
How to run a ping test
A ping test shows us how stable your connection is and any issues you may be experiencing. IMPORTANT: Please let the test run for 30 minutes. If you accidentally stop the test early, start again. The final summary is the key part. Windows devices Step 1: Open the Command Prompt Step 2: Start the ping […]
How to run a speed test
A speed test shows us how fast your device is receiving and sending data on the network. This helps us check whether slow speeds are affecting your connection. You can do this on a phone, tablet, or laptop. Important You only need to run this test once. Please stay as close to your access point […]
Android and Apple devices sometimes can’t connect
Some Apple and Android devices have a setting called ‘Private Wi-Fi Address’. This feature is switched ‘on’ with iOS 18. You can read an article about that operating system here. It’s designed to prevent some public WiFi networks that you haven’t signed up to from recognising your phone. Unfortunately, it also makes it harder for you […]
What’s Happening with iOS 18?
iOS 18 is Apple’s latest software version for devices like iPhones and iPads. It includes a ‘Private Wi-Fi Address’ feature. Every device that can connect to the internet has something called a MAC address. In iOS 18 this feature is ‘on’. Apple says that it will make it harder for anyone to track your movement, […]
Android and Apple devices sometimes can’t connect
Some Apple and Android devices have a setting called ‘Private Wi-Fi’. This is designed to prevent some public WiFi networks that you haven’t signed up to from recognising your phone. Unfortunately it also makes it harder for you to connect to WiFi networks (like ours) that you want to use regularly because your phone appears […]
How do I sign up to use the Wifinity internet service?
Firstly, you need to be in a location where we offer internet access as a service. Then, open up your Wi-Fi settings and look for the Wifinity network name. When you click to connect to the network you should then see a page showing you the plans that are available to you, at that location. […]
I need help with my billing
What to do if you have a question about your bill Our customer services team can help with any billing question or problem, but take a look at the these common billing questions as you might find the answer you need: How long is my contract? We’re a bit different to other mobile or broadband […]
How fast is the service?
Many of our plans will have a download speed associated with them. This is meant to be a guide to the different levels of service, but does not a guarantee you will always get that speed. The speed you receive will vary because we can’t control all the factors that impact your individual speed (such […]