Frequently Asked Questions

• Am I actually getting this service through iPass?

• What is the iPass global network?

• Where can I find local access points?

• How do I use broadband hotspots when roaming?

• What do I need to use the roaming service?

• How do I find the correct number when I'm ready to dial
  in?

• Can I purchase the roaming service directly from iPass?

• How does iPass ensure good service availability and
  reliability?

• What client platforms are supported?

• How do I get technical support when I'm traveling?

• Do I need special power plugs or phone jacks when I
  travel?

• Can I use the roaming service for secure access to
  my corporate network?

 

Am I actually getting this service through
iPass?

No, iPass does not provide global internet roaming service directly to
customers. We have partnered with iPass to bring this service to you.
If you want to sign up for Internet roaming, have specific questions,
or require technical support, please contact us.

 

What is the iPass global network?

The iPass global network provides easy dial-up access to the Internet
from thousands of access in over 150 countries around the world. iPass
enables this service by using the networks of top-tier network access
providers throughout the world, and through a unique third-party Internet
clearinghouse and settlement system. With one service, individual and
corporate users can access email, the web and corporate data from anywhere
in the world with a local telephone call, gaining significant cost savings
over solutions requiring internal modem banks and long-distance connection
charges.

 

Where can I find local access points?

Our Global Access Points web page provides
more information about where you can use the global Internet roaming service.
These locations continue to expand as iPass continues to expand it network
of over 200 provider partners. Many of these locations have multiple access
points.

 

How do I use broadband hotspots while roaming?

Wired and wireless broadband hotspots are listed under different tabs
in the user interface. Simply select the "Wired Broadband" or
"Wireless Broadband" tab and input you location as you would
when choosing a dial-up access point. The select the actual venue (hotel,
airport, coffee shop) where you are located.

 

What do I need to install to use the roaming service?

All you need is the iPass client software,
which has a point-and-click interface and a listing of all iPass access
numbers, and connectivity hardware, such as a modem for dial-up, an Ethernet
adapter for wired broadband roaming, or a Wi-Fi adapter for wireless broadband
roaming. Often these capabilities are built into your laptop; otherwise
you must purchase an add-on device.

 

How do I find the correct number when I'm ready to dial
in?

We provide client software for you to install on your laptop. You can
get this from our Software Download web page.
The iPass client software provides a simple point-and-click interface
that allows you to select the country and city where you are. You will
then get a list of the available local access points. Just click on the
access point of your choice and you will be connected in seconds.

 

Can I purchase the mobile connectivity service directly
from iPass?

No, iPass does not sell its services directly to individuals. iPass works
with partners throughout the world who offer service to individuals and
businesses, as well as specialized care and technical support.

 

How does iPass ensure good service availability and reliability?

In every location where it provides access, iPass works with the leading
carriers and service providers to ensure a high-quality and high-performance
service. In many locations, access is available from multiple top-tier
providers, giving customers redundancy during heavy traffic hours and
in the event that a single provider suffers a network failure or temporary
service outage. Lastly, iPass constantly tests and monitors performance
of its overall network, allowing early detection and remedy of potential
service problems.

 

What client platforms are supported?

There are easy-to-use clients that support Windows (XP, ME, 2000, NT,
98, 95), and Mac OS X (10.2.3, 10.2.2, 10.2.1, 10.2, 9.2*, 9.1*, 9.04*,
8.6*) platforms. iPass also support other platforms like Windows CE and
Palm Pilot (Pocket PC 2002; Windows CE/Pocket PC 3.0*, 2.11*, Palm OS
3.0 or higher*) handheld devices.

* Does not support global broadband roaming.

 

How do I get technical support when I'm traveling?

See our Technical Support page for whom
to contact about support questions and for troubleshooting tips that solve
the problems experienced by most roaming users.

 

Do I need special power plugs or phone jacks when I travel?

The answer to this depends upon where you go, but in many countries you
will require different power cords, plugs and phone jacks. If you are
interested in more information about connection hardware, or other helpful
resources for business travelers, here are a few sites that provide information
and advice about connecting when traveling around the world.

• Laptop Travel
  - products to help you connect with your laptop from around
  the world
• Teleadapt
  - products to help you connect with your laptop from around the world
• iGo
  - mobility products to help you connect with your laptop from around
  the world
• Roadnews
  - a resource and mailing list for international travelers with laptops.
• Symantec
  - file transfer and synchronization products such as pcANYWHERE
• LapLink
  - file transfer and synchronization products such as LapLink Everywhere

 

Can I use the roaming service for secure access to my
corporate network?

Yes, but only if you use the roaming service in conjunction with a virtual
private network (VPN) solution supplied by your company. iPass is interoperable
with all industry leading VPN, firewall and token card solutions. Contact
your IT Help Desk for more information.