Frequently Asked Questions

Contact Boingo

• How do I contact Customer Care?

  • Boingo Customer Care is available anytime at the toll-free numbers below, or via email at .

    From the US and Canada: 1-800-880-4117

    From Mexico: 001-877-348-8201

    From locations outside of North America: 00-800-2646-4646

Connecting to the Internet

• How do I connect using Boingo on my laptop?

  • There are two ways to connect on your laptop: via your browser or via the Boingo software.

  • Connecting via your browser:

    1. Simply select and connect to the “Boingo Hotspot” SSID or a Boingo partner SSID from the network list (a sample list is a few questions below).
    2. Launch your Internet browser, bringing up the Boingo web portal.
    3. Log in using your Boingo username and password. (If it’s a partner page, you’ll probably need to click “roaming partner login” or similar.)
    4. Browse the Internet at super-fast Wi-Fi speeds.

  • Connecting via the Boingo software (preferred):

    1. Download the Boingo software. (It’s small, free, and very handy! You’ll only need to do this once.)
    2. In a Boingo hotspot, the Boingo software will automatically “pop up.”
    3. Log in using your username and password. (You only need to do this once; the software will store them for the next time.)
    4. Launch your Internet browser.
    5. Browse the Internet at super-fast Wi-Fi speeds.

• 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 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 indicates that 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 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 award-winning Boingo software. The software will store your username and password, automatically alert you when you’re near a Boingo hotspot, and get 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 – and usually are – fraudulent. If you are unsure, please don’t hesitate to contact Boingo 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.

• 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 hotspots for a hotspot near you!
  • Our software will automatically alert you whenever you’re in a Boingo hotspot and will give 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) and it will alert you when you’re in a Boingo hotspot.

Boingo Account/Billing

• How do I reset my password?

  • You can reset your password in Self Care at my.boingo.com.

• 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?

  • You can check your usage, obtain a receipt, update your contact and billing information, reset your password, or review your plan type.

• 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.

    

    If you are looking for plan options at Zurich Airport, please click here [downloadable PDF].

    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.

    If you are looking for plan options at Zurich Airport, please click here [downloadable PDF].

    For a complete list of prices and currency conversions, please click here [downloadable PDF].

• Is my location a “premium” location?

  • Premium locations are hotspots that are billed at a per-minute rate. For pricing information and to find out whether your location is a premium location, 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 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.

Boingo Products/Services

• What is Boingo Unlimited?

  • Enjoy unlimited Wi-Fi access on your laptop at thousands of hotspots throughout the Americas, for just $9.95 USD per month! Please note, charges recur each month, but Boingo is flexible, so you can change your plan at any time without penalty. Wi-Fi connections made outside the Americas will be billed an additional $0.12 or $0.18 per minute, depending on location.
  • Click here to sign up for Boingo Unlimited.

• What is Boingo Global?

  • Travel the world in style with Boingo Global. Our flat-rate monthly plan gives you 2,000 minutes of Wi-Fi on your laptop, with no contracts and no roaming fees for just $59 USD per month.
  • Click here to sign up for Boingo Global.

• What is Boingo Mobile?

  • Use your Wi-Fi enabled device at more than 100,000 hotspots worldwide and eliminate roaming fees and exorbitant data charges for only $7.95 USD per month. Connect with your favorite smartphone – iPhone, Android, Nokia and more!
  • Click here to view all supported devices and learn more!

• What is Boingo AsYouGo?

  • For the occasional user, access Wi-Fi for one day. For just $7.95, $9.95 or $19.95 USD,* you can enjoy Boingo access at a hotspot for 24 consecutive hours.

• 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 the Americas.

• Do I have to sign a contract?

  • Nope! With Boingo, you never are required to sign a contract.

• 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 received an error code when I tried to log in via the Boingo software. What does this mean?

  • If you receive an error code, you may need further assistance. Here is a “cheat sheet” for self-help:

    • Codes 100-120 and any negative number error codes indicate a connection problem (perhaps an incorrect password). You can either visit my.boingo.com or contact Boingo Customer Care to reset your password.
    • Codes 200-299 are network errors. If you repeatedly see one of these error codes, please call Boingo Customer Care at 1-800-880-4117 so we can assist you.
    • Code 300 indicates a local hotspot provider error. With hundreds of operators in our network, the reasons for this issue vary. Please give us a call at 1-800-880-4117 and we will walk you through a solution.

• 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.

• 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 and Starbucks® coffee shops. 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.

• 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!

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 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?

  • 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
  • Google Android phones (G1)
  • 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.

• Does Boingo support iPhone and iPod Touch

  • Yes, you can use Boingo Mobile to connect your iPhone or iPod Touch at more than 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.

• Where can I find more information about Boingo Mobile?

  • Please visit http://mobile.boingo.com/ for more information and additional FAQs.