Support Article Group: Technical Support

Staying safe online is important as cyber criminals target the internet to commit fraud and scams. You can do almost anything online nowadays; banking, shopping and communicating is as easy as clicking a button but it can be just as easy for cyber criminals to access your personal information. Internet security is something we should […]

Unfortunately, because we are a public service, we can not currently provide access to devices that require device-to-device communication.  This sort of connectivity does not use the internet, but instead piggybacks upon our wireless routers to connect the devices to each other. We only supply internet access and cannot allow devices to communicate with each […]

If you are not able to see the network in your list of available Wi-Fi networks, please reset your device and check other devices.  If all of your devices are unable to see the network, please contact our Customer Service Team (open 8:00am – 11:00pm) so we can gather some more information and the Technical […]

If you have a low or fluctuating Wi-Fi signal, one of the most common causes is the distance from the access point your device is connected to. Disconnect and reconnect the Wi-Fi and establish a new connection to make sure you are connecting to the access point closest to you and see if anything improves.  […]

Wi-Fi issues may be related to the network or they may be related to the Wi-Fi device joining the network. Usually, if other computers or devices are able to get on the Internet without issues, the problem may be with the device itself. Try resetting your device.  There are many factors that can contribute to […]

If you are able to connect to the network but not gain internet access your device might be struggling to authenticate on to the service.  If you’re having difficulty connecting to the internet, try disabling the Randomised/Private MAC address feature in your device settings and manually adding the device. To learn how to do this, […]

You need to have had a router installed by one of our engineers to connect to the broadband in your Service Family Accommodation. If you haven’t done this yet contact 020 8129 4722 or email sfa@wifinity.co.uk Getting online at Vine Close To open an account and purchase a subscription, follow these simple steps: You will […]

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 […]

Please make sure that you’ve changed over from the ‘Wifinity Onboarding’ network and onto ‘Wifinity Home Networking’. When you registered you would have been sent a password via email and SMS that enabled you to connect. If you have a port in your room, use a cable to plug your laptop in.