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Frequently Asked Questions

Got a question or having trouble connecting to XLN Wi-Fi? Chances are you'll find the answer in our FAQs.

General

What is XLN Wi-Fi?

XLN Wi-Fi is a free Wi-Fi service that can be used with any Wi-Fi-enabled device such as a smartphone, tablet or laptop.

How can I connect to XLN Wi-Fi for the first time?

Super easy! Start by searching for and connecting to 'XLN Free Wi-Fi' on your device. Then, if you're connecting to XLN Wi-Fi for the first time you will see the registration screen. On this screen you need to enter your email address, your age and then select your gender from the dropdown. Don't forget to tick the 'Are you a small business owner box' if that's relevant to you. Then simply click 'Connect now', wait a few seconds, and you should be connected. You only need to follow these steps once.

The next time you connect to XLN Wi-Fi using the same device you will not need to enter your username or click to get online – your device should connect automatically. If you connect to the XLN Wi-Fi service with a different device, such as a new smartphone or tablet, you will need to follow the first steps again.

For more detailed information on how to connect your device, see the 'Connecting a Device' section

What can I do once I'm connected?

XLN Wi-Fi is ideal for emails, checking social media, browsing the internet or reading the news. As XLN Wi-Fi is a public service, some sites may be blocked because of their content or for legal reasons. We do not block video streaming sites but if there are lots of people connected to the same hotspot at the same time, you may notice that the video buffers.

The service

Will all wireless devices work?

Any device that can connect to a home, work or public Wi-Fi network should be able to connect to the XLN Wi-Fi network, too.

Can my device be hacked or get a virus from using a wireless network?

This can happen on any connection whether it's public or not. However, as with all Wi-Fi networks, we recommend that you have adequate security and antivirus software on your device before you start using XLN Wi-Fi. The majority of security risks online are spread via malware within certain webpages. Up-to-date security software should protect you from this.

Public Wi-Fi networks are generally not as secure as private connections. The data is not encrypted on public Wi-Fi and we therefore suggest you do not access online banking and avoid logging into sites and applications that contain sensitive data. See our Wi-Fi Safety page for more information on this.

Do we block any content?

As XLN Wi-Fi is a public Wi-Fi network, we have a responsibility to ensure that the content available is suitable for young people to access themselves or to look at over someone else's shoulder. XLN Wi-Fi has an obligation to block any illegal or adult content on the XLN Wi-Fi network.

Where can I find the XLN Wi-Fi Terms and Conditions?

When you connect for the first time, you'll see a link to the Terms & Conditions that you should read before using the service. You can also view them here.

Is there a usage limit?

No, but XLN Wi-Fi is a shared service and if we believe that your usage is excessive to the point of affecting other users' service, we may block or limit your device.

Why does it log me off after 15-20 minutes?

If your device is inactive on the XLN Wi-Fi network for more than 15 minutes you will be temporarily logged out. This is normal and is a means of preventing unnecessary use, and you can reconnect to XLN Wi-Fi as soon as you need to use it again.

Will I be charged for using XLN Wi-Fi?

No – we do not charge for using the XLN Wi-Fi service and will never charge unless we have your explicit consent.

How do I opt out or deactivate XLN Wi-Fi?

If you would like to opt out or deactivate XLN Wi-Fi, you can call one of our experienced advisors on 020 3675 9946 who will be happy to help.

Connecting a Device

How do I connect to XLN Wi-Fi?

Connecting is really simple. To get started, you'll need to be within an XLN Wi-Fi area. For full details on how to connect your device, see the instructions below for your relevant device.

Connecting an iPhone or iPad

Tap on the Settings icon. Tap on 'Wi-Fi'. Make sure that Wi-Fi is enabled on your device, and then tap on _XLN Free Wi-Fi. Wait a few moments and once you can see a tick next to XLN Wi-Fi, a few seconds later a window should open up. If it doesn't, just open the Safari web browser to activate your device. Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf.

Connecting an Android phone or tablet

Open 'Settings' within the main menu and select 'Wi-Fi' under the 'Connections' heading.

Make sure that Wi-Fi is turned on and a list of available Wi-Fi networks will appear. Select _XLN Free Wi-Fi and press connect. A pop-up notification will appear: tap this to confirm your connection. Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf.

Connecting a laptop with Windows 7

Click the Windows icon in the bottom left-hand corner of the screen and select 'Control Panel'. Then click 'Network and Sharing Centre', and afterwards click select 'Set up a new network connection'.

Follow the wizard to search for and connect to _XLN Free Wi-Fi. Once connected, open your preferred browser, such as Internet Explorer or Google Chrome, to activate your device. Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf.

Connecting a laptop with Windows 10

Click the network icon from the system tray, which is usually at the bottom right of your screen. Then select _XLN Free Wi-Fi and click the 'Connect automatically' option so that you do not have to follow the first couple of steps when you next try to connect.

Open up a web browser such as Internet Explorer or Google Chrome and then you should be redirected to the logon page. Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf.

Connecting a MacBook

Click the Wi-Fi menu icon and select _XLN Free Wi-Fi from the list of available networks. Check "Remember this network" to have your Mac automatically join XLN Wi-Fi.

Open a web browser such as Safari or Chrome and then you should be redirected to the logon page. Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf.

My Wi-Fi device isn't listed above. How do I connect?

Please see your device's user manual for specific instructions on how to connect to a Wi-Fi network. You then just need to select _XLN Free Wi-Fi from the list of available wireless networks and wait a few moments for the registration page to load up. Then, on the XLN Wi-Fi login page, click the navigation menu icon at the top-left corner of the page and select the XLN Premium Access option. Enter your XLN Wi-Fi username that we sent you, wait 5 seconds or so and you should be ready to surf.

What if XLN Wi-Fi isn't found by my device?

If this happens, it's likely that you're not within an XLN Wi-Fi area yet or that you're out of range of an XLN Free Wi-Fi access point.

What if I can connect but the service is slow?

We aim to provide a high-speed service at every XLN Wi-Fi location, but it does have to be shared out among everyone. If the service is slow, it's probably because the area is crowded and a lot of people are using it at the same time.

I can normally connect but today it's not working. Why is this?

This may be due to a number of issues, ranging from a fault on the service to something interfering with the Wi-Fi signal. If it's a fault on the network we'll fix it as quickly as we can.

If you see other people connecting but you can't, try setting up your device again as you did when you first activated it.

After I've connected, I keep getting a message like 'Page not available' or 'Page not found'. What does this mean?

If you've already connected to XLN Wi-Fi and get this message when you try to connect to a webpage, it could be due to one of the following reasons:

  • You are out of range of one of our hotspots. In this case, please try again when you're inside an XLN Wi-Fi area
  • You've misspelt the web address
  • The webpage you're trying to reach contains blocked content
  • There's a network fault in that location