What prevents an internet connection from being established?
Satellite Internet Service may be unavailable or interrupted because of one of the following reasons:
- The aircraft is below a cruising altitude of 10,000 feet (3,000 metres) or flying in restricted airspace
- Certain weather conditions or blockages may disrupt the connection
- The aircraft is flying over an area of no satellite coverage or government regulation*
- The Wi-Fi system is experiencing technical difficulties
The Wi-Fi home page in your web browser will always display the service availability status.
*Please note that there is no connectivity coverage over the northern polar region, which largely affects flights to and from the east coast of the United States and Canada. Additionally, due to government regulations, there is no connectivity over India.
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How do I get online?
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What can I do to improve my Wi-Fi experience inflight?
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What happens when I do not see the Wi-Fi home page?
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How long is the Wi-Fi available for?
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How long will my session last?
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Should I be able to access Wi-Fi at any time during the flight?
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Why can’t I access Wi-Fi when the aircraft is below 10,000 feet?
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Can I switch internet access between devices, or use it simultaneously on more than one device?
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Do I need to enable cookies to use Wi-Fi?
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Can I send and receive text messages using Wi-Fi?
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Can I make calls via messaging apps (e.g. Skype, FaceTime) on Wi-Fi?
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Can I steam videos using my Wi-Fi service?
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Why can’t I access certain content and/or websites?
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Is the inflight Wi-Fi service secure?
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What aircraft are currently equipped with Wi-Fi?
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What payment methods are accepted for Wi-Fi passes?
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How can I get a receipt for my purchase?
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What happens if I get disconnected?
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I forgot my password. What can I do to log back into Wi-Fi?
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How can I save my login details, and do I need them for future flights?
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How can VPN connection issues be resolved?
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Do I have to be a customer of a particular service provider to use Wi-Fi?
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Who can I contact if I have a question or issue with my billing and need a refund?
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What will I see on my bank statement when I purchase a Wi-Fi pass onboard?
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What kind of devices and operating systems can connect to Wi-Fi?