Frequently Asked Questions
Boingo Wireless has created FAQs to help you solve many common problems. This is the first place you'll want to look if you're having trouble. Choose from the topics below to get started. If you're unable to find your answer, try contacting Customer Support.
Connecting to the Internet
I am having trouble connecting. Are there some basic things I can do to get online?
- Restart your computer. Most of the time re-booting will correct connection problems.
- Be sure your Wi-Fi is turned on. Most computers have a Wi-Fi switch. If your computer does not have a Wi-Fi switch, go to internet options on your computer and verify your wireless LAN (WLAN) connection is enabled. If it is not enabled, right click and enable it.
- Check your signal. Right click on the wireless icon in the system tray, select “View Wireless Networks” and select a network from the list presented.
- If your computer says it is connected, but the browser says “page cannot be displayed,” then verify your home page. Your home page may be set to your company intranet. Simply type any publicly-accessible web site into the address bar (such as www.boingo.com) and you will be on the internet or be redirected to the signup page.
Which SSID should I choose to connect using Boingo?
Boingo partners with hundreds of hotspot operators with many various SSIDs. Some examples include:
- Boingo HotSpot
- Attwifi
- Wayport_Access
- ATL-WIFI
- Ibahn
- Concourse
- Tmobile
- Loganwifi
- NRT-AIRPORT
- MIA-WiFi
- hotspot_Bell
- swisscom
- stayonline
- orange
- tengointernet
- prodigymovil
- ethostream
- BTOpenzone
Luckily, you don’t need to memorize this list! Download and install the free, tiny Boingo software. Boingo software automatically alerts you to the correct SSID, stores your username and password, and gets you online with one click.
Will my connection with Boingo be secure?
- Boingo offers a secure signup and authentication process. Once you are online using either a Boingo or partner SSID, you should make sure you’re on an SSL-secured site, or using a VPN to encrypt anything you send – just as you would from your home or work Internet connection.
- Fraudulent SSIDs do exist, so be sure you are using a Boingo or partner SSID (please see popular list above). “Free Public Wi-Fi”, “Ad-hoc” or “Computer to Computer” signals can be fraudulent. If you are unsure, please don’t hesitate to contact Customer Care 24/7 at 800.880.4117 to confirm your SSID. Additionally, you can download the Boingo software to help you connect automatically to Boingo SSIDs.
Can I use streaming video, video conference or VoIP (Voice over IP) while on the Boingo network?
- Absolutely! Boingo Wi-Fi makes streaming video, VoIP calls and sending large files easy.
Where can I find a Wi-Fi signal in the airport?
- Most airports offer Wi-Fi signals terminal-wide.
What is a roaming partner?
- A “roaming partner” is a company that allows Boingo customers to log on, or “roam,” onto their network using a Boingo username and password. For example, while you are in Starbucks you can roam onto AT&T’s network with your Boingo username and password!
How do I know when I’m in a Boingo hotspot?
- There are two easy ways to find Boingo hotspots: Boingo’s Location Directory and Boingo software.
- Our Location Directory allows you to search for hotspots in many ways, including a zip code, an airport code, by city or even by retailer (for example, “McDonald’s”). Search our network of more than 100,000 hotspots for a hotspot near you!
- Our software will automatically alert you whenever you’re in a Boingo hotspot, and give you one-click access! It stores your username and password and makes getting online easy. Simply download it to your laptop (available for PC and Mac) or device and it will tell you when you’re in a Boingo hotspot.
How do I uninstall Boingo software?
- Please perform the following steps to uninstall Boingo software from your Windows operating system:
- Verify that the Boingo software is not running on your system. If the Boingo Wi-Fi icon is showing in the System Tray (the part of the task bar near your computer’s clock), right-click on this and choose “Exit Boingo.”
- Go to the START menu and select Control Panel.
- Double click the Add/Remove Programs icon.
- A list of installed programs will be presented. Choose “Boingo Wi-Fi”, and click on the Remove or Uninstall button. (Please note: older versions of the software could be called “GoBoingo” instead of “Boingo Wi-Fi.”)
- Please perform the following steps to uninstall Boingo software from your Mac:
- Go to the “Activity Monitor” under Finder, Applications, Utilities. Select “GoBoingo” on the Process list. Click on the “Quit Process” button. “GoBoingo” should not be listed now.
- Open the Finder, Applications directory. Select “Boingo Wi-Fi” for version 1.6 or “GoBoingo!” for previous versions and delete it.
- Under Finder, (User’s) Home, Library, Application Support, delete the GoBoingo directory.
- Under Finder, (User’s) Home, Library, Preferences, find the file “com.Boingo.GoBoingo.plist” file and delete it.
How do I contact Customer Care?
- Our Customer Care team is available 24/7 at 800.880.4117 (US and Canada) or 00.800.2646.4646 (International). You can also reach us at support@boingo.com or visit our Contact Us page.
Boingo Account/Billing
Is my location a “premium” location?
- Premium locations are hotspots that are billed at a per-minute rate. To find out whether you location is a premium location and for pricing information, visit our Location Directory.
- Boingo software will also alert you when you’re in a premium location and display the per-minute fee prior to connecting.
How do I reset my password?
- You can reset your password in Self Care at my.boingo.com; however, you need your password to enter. If you forget your password, please call Customer Care to reset it.
- Never worry about your password again when you download Boingo software! Boingo software stores your username and password, so you can get online with one click. Boingo software is a free, tiny application you can download here.
What type of account do I have?
- For questions about your account, please log in to self care at my.boingo.com.
Why am I being charged monthly?
- Boingo offers four products: three monthly, recurring subscription products called Boingo Unlimited, Boingo Global and Boingo Mobile. We also offer one pay-as-you-go product, called Boingo AsYouGo. If you are being billed monthly, it is likely you signed up for one of our Boingo subscriptions. Please contact Customer Care to change your account if necessary.
How can I view my usage?
- For questions about your usage, please log in to self care at my.boingo.com.
Where do I update my contact information?
- To update your contact information, please log in to self care at my.boingo.com.
Will the account information I provide be shared?
- Absolutely not! We don’t share your information with anyone else. Please see our Privacy Policy for details.
What can I do in Customer Support at my.Boingo.com?
- Managing your account is easy. You can review your plan type and usage. You can update your contact and billing information. Plus, you can reset your password.
What are the prices for Boingo AsYouGo connections?
Initial location signup prices vary by venue. Enjoy subsequent connects in North, Central and South America for $7.95 USD per day per location. AsYouGo customers connecting in the Asia Pacific region can use Boingo for $9.95 USD per day per location. Customers connecting in Europe, the Middle East and Africa can gain access for $19.95 USD per day per location.
Please note these daily rates provide 24 hour access for each hotspot location. Connections made from additional locations will result in an additional charge at the daily rate per location.
For a complete list of prices and currency conversions, please click here [downloadable PDF].
What is the price for Boingo Global?
Boingo Global is $59 USD per month. This flat-rate plan includes up to 2,000 minutes of Wi-Fi each billing cycle month, with no premium charges, no contracts, and no cancellation fees.
Please note that if the monthly limit of 2,000 minutes per month is exceeded, the account will be suspended until the beginning of the next billing cycle month.
For a complete list of prices and currency conversions, please click here [downloadable PDF].
How can I receive/stop receiving Boingo receipts?
- To update your receipts preferences, please log into self care at my.boingo.com and choose the “Update Contact Info” page.
How do I contact Customer Care?
- Our Customer Care team is available 24/7 at 800.880.4117 (US and Canada) or 00.800.2646.4646 (International). You can also reach us at support@boingo.com or visit our Contact Us page.
Boingo Products/Services
What is Boingo Unlimited?
- Connect any time you like, for as long as you want, at thousands of hotspots throughout North America, with no roaming fees as low as $9.95 per month! Outside North America, premium charges between $0.12 - $0.18 per minute will apply.
What is Boingo Global?
- Access all 100,000+ Boingo hotspots around the world - including 500+ airports, top hotels, and even around town at cafés and shops – with no roaming fees for just $59 per month. (Other currency plans available. Click here for details.)
What is Boingo Mobile?
- Use your Wi-Fi enabled smartphone at thousands of hotspots worldwide and eliminate international roaming fees and exorbitant data charges for only $7.95 per month.
What is Boingo AsYouGo?
- For the occassional user, access Wi-Fi for one day. For just $7.95, $9.95 or $19.95,* you can enjoy Boingo access at a hotspot for 24 consecutive hours.
- *Prices may vary by location.
What are the differences between Boingo AsYouGo and Boingo Unlimited?
- Boingo AsYouGo offers you a 24-hour Wi-Fi day pass at your current location. Boingo Unlimited offers unlimited monthly access to Wi-Fi hotspots throughout North America.
Do I have to sign a contract?
- Boingo does not require a contract. You have free reign to use Boingo whenever you want!
What is the Boingo software and why should I download it?
- Boingo software turns the arduous ritual of logging in to Wi-Fi hotspots into a one-click love affair. The software automatically alerts you whenever you’re in a Boingo hotspot and stores your username and password, so you can get online quickly and easily.
- Boingo software is free!
- Boingo software for your laptop is recommended, but not required.
- Boingo software for your Wi-Fi enabled device is required.
I no longer travel often. Can I use Boingo around town?
- Yep! You can use Boingo around town at tons of places such as McDonalds® restaurants, Starbucks® coffee shops and Barnes & Noble® bookstores. Enter your zip code in our Location Directory to find your local Boingo hotspots.
- You can also Boingo around town with your iPhone using Boingo Mobile.
Does Boingo support iPhone and iPod Touch?
- Yes, you can use Boingo Mobile to connect your iPhone or iPod Touch to more than 85,000 locations worldwide. To download the free Boingo Mobile software, search for “Boingo” in the App Store. To sign up for Boingo Mobile service, open the application and enter your information.
I am a Skype Zones customer. What will happen to my account?
- Skype Zones accounts are being discontinued beginning in February 2009. Skype Zones account holders will be contacted via email regarding the transition of their plans to the corresponding Boingo plans.
What is Skype Access?
- Skype Access is a new feature available in the Skype software for Mac®. Skype customers can now log in to their Skype accounts from their Mac computers and receive notification when they are in, and then connect to, Boingo hotspots worldwide!
How do I contact Customer Care?
- Our Customer Care team is available 24/7 at 800.880.4117 (US and Canada) or 00.800.2646.4646 (International). You can also reach us at support@boingo.com or visit our Contact Us page.
Boingo Mobile
What is Boingo Mobile?
- Boingo Mobile is a Wi-Fi service for Wi-Fi enabled devices, e.g., iPhone, iPod Touch, Nokia S60 smartphones, Windows Mobile-based smartphones. The service provides users unlimited access to more than 85,000 hotspots worldwide.
How much is Boingo Mobile?
- Boingo Mobile is available for a flat rate of $7.95, €5.95, or £3.95 per month. There are no additional fees for roaming or premium locations. No contract is required.
What does Boingo Mobile software do?
- Once installed on your device, the Boingo Mobile software identifies Boingo hotspots and connects the device to the Internet with your Boingo Mobile account. This eliminates the need to type in your username or password or to navigate difficult public Wi-Fi login forms. By simplifying the connection process, Boingo Mobile greatly improves the Wi-Fi connectivity options on portable devices.
- While software is not required for laptop connections, it is required for Boingo Mobile connections.
Which Wi-Fi enabled devices are currently compatible with Boingo Mobile?
- Now available! iPhone and iPod Touch
- Nokia S60 phones including the Nseries phones (N96, N95, N81) and the Eseries phones (E51, E61i, E65)
- Nokia Internet tablets including the N810 and N800
- Sony Ericsson UIQ phones including the G900 W960i, and P1i
- Windows Mobile phones including the Motorola MOTO Q 11, Sony Ericsson X1 Xperia, iPAQ 510, TMobile Dash, HTC S710, and HTC Touch Cruise
- For a complete list of Boingo Mobile supported devices, please click here.
- Don’t see your device? Check out Boingo Labs and take a look at pre-release versions of our software, code prototypes, and upcoming client additions. Boingo Labs is open to the public so we can gather your feedback, opinions and issues.
Where can I find more information about Boingo Mobile?
- Please visit the Boingo Mobile website for more information and additional FAQs.
