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FAQs

All about Wireless@SG

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·	Network Coverage
·	User Registration
·	User Access
·	Usage and Qos
·	Services
·	Security Concerns
·	Technical Questions
·	Seamless and Secure Access
·	Wireless@SG Connect
·	Centralised Location Based Engine

Network Coverage

1.		Where will there be coverage? Operators will be providing wireless broadband coverage at major public locations such as the main shopping belt at Orchard Road, the Central Business District and major HDB town centres. IDA will provide a list of all the locations that users will be able to enjoy wireless broadband coverage on its website. back to top

2.		Why are residential areas not covered? Homes are already well served by existing broadband service providers. Therefore, there is no need to cover these residential areas. The wireless broadband network will instead focus on providing coverage at locations where people "on the go" may require but are currently unable to get broadband access. This coverage is meant to complement, rather than substitute, the broadband access that users are currently receiving at their homes, schools and offices. back to top

3.		How will users know which areas have coverage? Besides checking out the list online, you can also look out for the Wireless@SG sign/decal that will be displayed wherever the wireless network is available. In addition, operators will be conducting roadshows and clinics to communicate with their users on the locations where they are providing wireless coverage. Alternatively, you can view the respective operator's website for the latest information on their coverage areas. back to top · iCell · SingTel · M1

User Registration

4.		Why must users register if basic services are free? Registration of users for basic services is required as it is a mechanism to track the number of wireless broadband network users. Besides being an important avenue for the operators to cross-sell and upsell premium or enhanced services to the users, it also acts as a deterrent for potential abusers or mis-users of the network. back to top

5.		Who can register for free basic services? Anyone in Singapore can register for free basic services, regardless of whether you are residing in Singapore or not. Hence, it does not matter if you are a tourist or a business traveller! back to top

6.		How do I register for the Wireless@SG programme? Users may sign up with any of the participating operators either online or in person. To register online, complete an online registration form at any of the three operators' websites. A password will be sent to you via e-mail or SMS. Or if you are at a Wireless@SG hotspot, you can select the Wireless@SG network and click on the 'New User Sign Up' button found on the log-in page. You will then receive your password via SMS. To register in person, visit any of the operators' customer service centres to collect your password upon registration. For users who already have an existing billing relationship with the operators or their partners, the operators may adopt other forms of registration, e.g. SMS or e-mail or online forms. As long as the operators can establish the identity of the end-user, they are free to offer various registration methods and users can choose the one that is most convenient. Users are advised to check with the operators regarding the respective registration processes that they have set up. back to top

7.		Can users sign up with more than one operator for premium services? Yes, users can sign up with more than one operator for premium services as these are likely to be chargeable services, different from the basic 512 Kbps services that are offered free of charge by operators. Users will be able to pick and choose the premium services which suit their needs best from the various operators. back to top

8.		I have already registered. Can I change my operator in the future? Yes, users are free to cancel their service with their existing service provider and register with another service provider. back to top

9.		How can I delete my account with the operator? You should check with your service provider on the termination processes as different service providers will have different modes of cancellation of accounts. back to top

10.		Am I bound to a contract with the operators? There is no contract for basic services. However, the operators may bundle in goodies or freebies for users who sign up with them in exchange for the users' commitment to remain on their network for a defined period of time. Users who do not wish to enter into "lock- in" periods may decline the goodies or freebies and still be able to obtain the free basic services. back to top

User Access

11.		How do I access the network? You must first register for a Wireless@SG account here. Next, look for the "Wireless@SG" network in areas where there is coverage, launch your Internet browser and login with your username and password. Alternatively, please set up your devices with the Wireless@SG Connect application to connect to the "Wireless@SGx" network automatically. back to top

12.		What kind of equipment is required? A Wi-Fi enabled device such as a laptop or smartphone is required. back to top

13.		How do users recognise the network? Users can recognize the network by the network name or SSID of "Wireless@SG" or "Wireless@SGx". back to top

14.		Who can help users get onto the network? The network operator's helpdesk support team will be able to help users get onto the network. There will be a hotline number that users can call. back to top

15.		Can users have more than one concurrent connection with one account? No, each user can only have one connection at any time. back to top

16.		Can users of one operator use another operator's network? Yes, Basic Services users of an operator can roam into another operator's network and access the wireless broadband network with the same login credentials. back to top

17.		Can users access the network 24 hours a day, 7 days a week? Yes, as long as there is an available connection, Wireless@SG is available for use anytime. back to top

18.		Can I access Wireless@SG services from my home? Offices and residential homes do not have Wireless@SG coverage unless they happen to fall within the catchment areas. In those instances, coverage, if any, is incidental rather than planned. Depending on the location of your home, you may or may not have coverage (whether you are inside your house or outside). back to top

Usage

19.		Do I have to pay for access? You do not have to pay for basic services, but you will have to pay for premium services that the operators are offering. back to top

20.		How long are basic services free for? The three operators have agreed to extend the free access period till 31 March 2013. back to top

21.		What is the access speed and bandwidth of the basic services? Basic services have access speeds of up to 1 Mbps. back to top

22.		Is there unlimited usage for basic services? Yes, operators will offer unlimited usage for basic services. With the basic services, users can stay online as long as they want and be able to download any amount of data they like. back to top

23.		Who should I approach if there is a problem with the network? You should approach the operator you have signed up with. back to top

24.		What kind of customer service support is there for users? At the minimum, operators should assist users in device settings, connectivity problems, billing issues and general enquiries of the network. back to top

Services

25.		Can users access their corporate network? Yes, users will need to activate their corporate VPN provided by their organization to gain access to their corporate networks. back to top

26.		Can users use the network on public or private transport? No, this wireless network does not cover roads or underground tunnels. back to top

27.		Can businesses use this network for commercial or corporate use? This basic free internet access is only available to individual user. Businesses need to contact the service providers for premium access that can provide them with a defined Service Level Guarantee (SLG), higher bandwidth and other corporate applications and services. back to top

Security Concerns

28.		Is this wireless network secure? Yes, this wireless network is secure. Wireless intrusion protection and prevention solutions are implemented in the design of Wireless@SG. By accessing the network using Seamless and Secure Access, users will also have their data secured using 256 bit encryption. The Wireless@SG VPN service is also available free of charge to all Wireless@SG users, and it encrypts the data transmitted over the air when using the webpage log-in option. Users should also ensure that their computers are protected from other malicious software by using firewalls as well as anti-virus and anti-spyware tools. back to top

29.		How can I protect myself in this network? Users on this wireless network can take extra measures to protect themselves by installing firewalls, anti-virus and anti-spam utilities on their devices. back to top

30.		Can users change their user ID/password later? Yes, for personal security purposes, the users should change his/her user ID and password at least once every 2-3 months. back to top

Technical Questions

1.

When I log in manually, why can't I see the Wireless@SG login page after launching my Internet browser? / Why do I experience limited or no connectivity? / Why do I experience intermittent connectivity?

Please ensure that you have followed all the steps in the Getting Connected Guide before proceeding with the steps below.

For Windows XP

For Windows XP, this can be done by placing your mouse pointer over the Wireless Network Connection icon located on the System Tray (bottom-right portion of your screen, where the time is displayed). A small screen will pop up indicating the SSID you are connected to and the corresponding signal strength level.

Check that you are connected to "Wireless@SG" or "Wireless@SGx". Possible signal strength levels are Excellent, Very Good, Good, Low, Very Low. If you are not connected to the network, a "Not connected" alert will appear with a red cross on the Wireless Network Connection icon.

Alternatively, you may double click on the Wireless Network Connection icon to view the connection properties:

For Windows Vista

For Windows Vista, you can view the signal strength by placing your mouse pointer over the Wireless Network Connection icon located on the System Tray (bottom-right portion of your screen, where the time is displayed). A small screen will pop up indicating the SSID you are connected to and the corresponding signal strength level.

Alternatively, you can click Start and select "Connect to" to see the signal strength.

For MacOS

Click on the Airport Icon and select Open Internet Connect to see the signal level.

The signal strength levels provide a rough indication of the quality of the link for troubleshooting purposes. If there is no signal or the signal level is very low, you may be in a blind spot. Check your surroundings for anything that might impede your signal. Some things you may find that can interfere with wireless signals are pillars, potted plants, etc. Try to relocate your wireless device by changing the general direction of the device and/or walking a short distance away. The best connection is achieved when there is a clear line of sight between your wireless device and the access point.

For Handheld Devices

Most handheld devices have a signal quality indicator bar or link status meter installed. Refer to the user manual on how to determine the current signal strength/quality for your handheld device. You may need to reposition your device for better reception. Compared to laptops, handheld devices are expected to have lower signal strength levels due to their more limited capabilities.

If you still do not see the Wireless@SG login page on your Internet browser after performing the above steps, check to make sure that your wireless adaptor is configured to obtain a dynamic IP address, and not configured for a static IP address. This can be done as follows:

·

Click on Start, then right click on My Network Places. On the sub-menu that appears, click on Properties.

· Right click on Wireless Network Connections. On the sub-menu that appears, click on Properties.

· Click on Internet Protocol (TCP/IP), and click properties.

· Ensure that "obtain an IP address automatically" check box is selected.

· Click "OK" and then click "OK" again.

for Windows Vista

· Select Start > Connect to. Right click on Wireless@SG and select Properties

· Select TCP/IPv4 and click Properties

· Ensure that "Obtain an IP address automatically" is selected.

· Click "OK" and then click "OK" again. back to top

2.

Who should I contact if I experience connectivity problems?

3.

Why do I experience slow loading of the login page?

4.

Why do I see more than one Wireless@SG SSIDs? Which Wireless@SG SSID should I choose?

5.

Why do I get disconnected from the network?

6.

I can connect to the network but I am unable to access the Internet

7.

I can connect to the network but I am unable to send e-mails via non web-based e-mail client.

8.

I've registered with the operator but I've not received my password

9.

I am using manual login but I can't get connected even after keying in my user name and password

10.

Why do I receive an invalid verification code while registering for a Wireless@SG account?

11.

Why is my mobile phone connecting to the Internet via GPRS and not Wi-Fi?

12.

Why do I need to log out? How do I log out?

Seamless and Secure Access

1.		What is Seamless and Secure Access? Seamless and Secure Access (SSA) is a new method of accessing Wireless@SG. When using SSA, your device automatically and securely connects to the Wireless@SG network without requiring users to re-enter their credentials on each log-in. back to top

2.		What are the benefits of using Seamless and Secure Access? SSA allows you to connect to Wireless@SG without the need to launch a web browser to log in. SSA greatly enhances the usage of applications such as e-mail and VoIP over the Wireless@SG network, where the user may remain passive until there is an incoming e-mail or call. Other applications that benefit are instant messaging and social networking. SSA also encrypts the data transmitted over the air, and ensures the confidentiality of your communication over the Wireless@SG network. back to top

3.		How do I register for SSA? If you are an existing Wireless@SG subscriber, you do not need to re-register for SSA. However, you will need to perform a one-time set up of your device to use SSA. Click here for the step-by-step instructions. If you are not an existing Wireless@SG subscriber, please register for a Wireless@SG account here before setting up your device for SSA. back to top

4.		Does SSA allow me to get connected in all Wireless@SG hotspots? SSA will allow you to automatically log in to any of the operators' hotspots. You may check here for a list of locations. back to top

5.		How do I set up my device for SSA? Please download and install the Wireless@SG Connect software to set up your devices for SSA. Or, you can manually configure your devices by following the instructions here. back to top

6.		Are there any plans to support the rest of the operating systems? SSA is natively supported by most major operating systems and devices. Operators will gradually introduce Wireless@SG Connect, which comes with an easy-to-use SSA configuration wizard for these operating systems and devices. back to top

7.		How do I know if a hotspot is SSA enabled? An SSA hotspot can be identified by the "Wireless@SGx" SSID. back to top

8.		How do I access the network at non-SSA ready hotspots? You will have to launch a web browser and manually login using your username and password. back to top

9.		What is the difference between 'Wireless@SGx' and 'Wireless@SG' SSIDs? The Wireless@SGx network is SSA-enabled and allows you to connect to the Internet without the need to login manually. To use Wireless@SGx, you will first need to set up your device (see Question 5). If you select the Wireless@SG SSID, you will need to launch the web browser to login manually before surfing the Internet. back to top

10.		I have configured my device for SSA using Wireless@SG Connect/manual configuration. Why am I still asked to enter my authentication details when I am in a Wireless@SGx hotspot? Your device may prompt you for authentication details when it first connects to the Wireless@SGx network. Once you have entered your username and password, you will be able to automatically connect to any Wireless@SGx hotspot in the future without the need to re-login. back to top

11.		What should I do if I cannot find 'GoDaddy Class 2' from the list of certificates on my device? If you have a device that does not have Go Daddy Class 2 root certificate pre-installed, please click here to download and install the 'gd-class2-root.cer' certificate to your device. back to top

Wireless@SG Connect

1.		What is Wireless@SG Connect? Wireless@SG Connect is an application that helps you configure your device for SSA and allows you to easily access a variety of Wireless@SG applications and services provided by your operator. With Wireless@SG Connect, you can receive relevant information, find nearest hotspots and receive the latest Wireless@SG updates. back to top

2.		What are the operating systems that Wireless@SG Connect support? Wireless@SG Connect supports iPhone, Windows Mobile, Windows XP/Vista/7 and Mac OS operating systems. back to top

3.		How can I download Wireless@SG Connect? You can download Wireless@SG Connect here. back to top

4.		There are 3 choices of Wireless@SG Connect software from 3 operators. Which one should I download and install? It is recommended that you download and install the Wireless@SG Connect application provided by your operator so that you can receive relevant updates and customised services from your service provider. back to top

5.		Can I use Wireless@SG Connect when I am not in a Wireless@SG hotspot? The offline Wi-Fi finder feature in Wireless@SG Connect can be used even without internet Connection. To use the complete features of the Wireless@SG Connect services, your device must be connected to the Internet via Wi-Fi connection. You may incur data charges from your Internet Service Provider if you are not using the free Wireless@SG service. back to top

6.		How do I uninstall Wireless@SG Connect? You may uninstall Wireless@SG Connect using your device's "Remove Programs" feature. Please refer to your device's user manual for instructions on how to access this feature. back to top

7.		How can I update the data for Wireless@SG Connect's Wi-Fi Finder? Select the "update" button to download the latest list of hotspots when you have an Internet connection. You may incur data charges from your Internet Service Provider if you are not using the free Wireless@SG service. back to top

8.		If I do not want to install Wireless@SG Connect, can I still use SSA? Yes, you can still use SSA after configuring your device manually. back to top

9.		Why is Wireless@SG Connect for Windows XP/Vista/7 operating in the 'offline' mode although I am connected to the Wireless@SGx network and can surf the Internet? Third-party Wi-Fi managers such as Intel ProSet, ThinkVantage Access Connections, etc. may interfere with the correct operation of Wireless@SG Connect. You can re-enable Window's native Wi-Fi manager to use Wireless@SG Connect. To activate the native Wi-Fi manager for Windows XP, go to Control Panel > Administrative Tools > Services > Wireless Zero Config and click 'Start'. For Windows Vista and Windows 7, go to Control Panel > Administrative Tools > Services > WLAN AutoConfig and click 'Start'. back to top

10.		Can I download and install more than one Wireless@SG Connect application from different operators on the same device? Yes, you can choose to install more than one operator's Wireless@SG Connect application on your device. However, It is recommended that you download and install the Wireless@SG Connect application provided by your operator so that you can receive relevant updates and customised services from your service provider. back to top

11.		Can I use the Wireless@SG Connect application in all operators' hotspots? Yes, the Wireless@SG Connect application works across all Wireless@SG hotspots, regardless of operators. back to top

12.		Can Wireless@SG Connect be installed on computers running the 64-bit version of Windows Operating Systems? The Wireless@SG Connect is supported by most major operating systems and devices, including the 32-bit version of Windows XP/Vista/7. For computers that run on the 64-bit version of Windows Operating Systems, the SSA can be configured manually by following the instructions here http://www.infocomm123.sg/wireless_at_sg/ssa#manual back to top

Centralised Location Based Engine

1.		What is Centralised Location Based Engine? The Centralised Location Based Engine (CLBE) is a Wireless@SG Access Point (AP) location database. Third-party application developers will be able to develop location-based services (LBS) leveraging on this information to deploy LBS at all Wireless@SG hotspots regardless of operators. More information on CLBE can be found here back to top

2.		What are the benefits of developing applications using the CLBE? With CLBE, developers can then provide customised, location-related information to Wireless@SG users. LBS applications will work across all Wireless@SG hotspots, regardless of operator. back to top

3.		How can developers access the CLBE? Please contact M1 for charges and commercial arrangements to access the CLBE. back to top