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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

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 · QMax

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 can access the network by looking for the 'Wireless@SG' network in areas where there is coverage. You must first have a registered account to be allowed Internet access. 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 recognise the network by the network name or SSID of 'Wireless@SG' 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. The Wireless@SG VPN service, available free of charge to all Wireless@SG users till Dec 2009, encrypts the data so that intruders will not be able to eavesdrop on the data transmitted over the air. For corporate users requiring end-to-end security, VPN can be used as it transmits data through encrypted tunnels. Wireless intrusion protection and prevention solution are taken into the planning of the wireless network infrastructure. The operators are also providing IEEE 802.1x authentication as well as Wi-Fi Protected Access (WPA) services. 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 my data be intercepted from the airwaves? Data travelling over the Internet or over the airwaves may be vulnerable to data theft or be intercepted and changed. You can reduce these vulnerabilities by using the free Wireless@SG VPN service. This encrypts your data into contents that cannot be understood so it becomes useless even if someone manages to steal the information. back to top

31.		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.

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 User 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". 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:

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