Frequent Questions
General Questions
Technical Support Questions
General Questions:
Am I joining iPass to use this service?No, iPass does not provide service directly to end customers. Primus has partnered with iPass to bring this service to you. If you would like to sign up for Internet roaming, have specific questions, or require technical support, please contact us.
What is the iPass global network?The iPass global network provides access to the Internet from more than 20,000 points of presence (POP's) in 150 countries around the world. Amongst the 20,000 POP's are 2,500 wireless hotspots and 1,000 Ethernet access points. iPass provides this service with the assistance of top-tier network access providers throughout the world, and through a unique third-party Internet clearinghouse and settlement system. With one service, individual and corporate users can access email, the web and corporate data from anywhere in the world with a local telephone call, gaining significant cost savings compared to solutions requiring internal modem banks and long distance or toll-free connection charges.
Where can I find local access points?For a full list of the local dial-up, wireless and Ethernet Broadband access points please download the iPass client software and select the country you are in. The iPass Global Roaming Client will display all available dial-up, wireless and Ethernet Broadband services. These locations continue to expand as iPass forms new partnerships with network providers throughout the world. Many of these locations have multiple access points.
What do I need to use the roaming service?All you need is the iPass client software, which has a point-and-click interface and a listing of all iPass access numbers. It includes all the scripts and properties associated with these numbers so you do not have to re-configure your dialer. You may also need additional Hardware, please see the Hardware and Software Requirements page.
How do I find the correct number when I'm ready to dial in?We provide client software for you to install on your computer. You can get this from our Software Download web page. The iPass client software provides a simple point-and-click interface that allows you to select the country and city where you are. You will then get a list of the available local access points. Just click on the number of your choice and you will be connected in seconds.
How much does it cost to roam and how will I get billed?The cost for roaming can be found in the Global Roaming Pricing section The charges for Global Roaming will appear on your Primus bill. Your billing period will be the same as your Internet account's anniversary date.
How does Primus ensure good service availability and reliability?Primus takes advantage of iPass' relationships with the leading carriers and service providers around the world, to ensure a high-quality and high-performance service. Access is available from multiple top-tier providers, giving customers redundancy during heavy traffic hours and in the event that a single provider suffers a network failure or temporary service. iPass regularly tests and monitors the performance of its network, to ensure the early detection and remedy of potential service problems.
Do I need special power plugs or phone jacks when I travel?This depends on where you are travelling. You may require different power cords, plugs and phone jacks in many countries. If you are interested in more information about connection hardware, or other helpful resources for business travellers, here are a few sites that provide information and advice about connecting when travelling around the world.
- Laptop Travel – products to help you connect with your laptop from around the world
- Roadnews – a resource and mailing list for international travelers with laptops.
- Traveling Software – file transfer and synchronization products such as LapLink
Do I have to do anything before I leave the country for iPass to work?Yes. You will not be able to use iPass unless you first speak to our sales staff and have the service activated. Our sales staff can be contacted on 1300 85 48 48.
Technical Support Questions:
Is it possible to test that it works before leaving Australia?Yes. Once you have your iPass service activated and the software downloaded and installed on your PC or MAC, refer to the instructions on the software download page.
What is my username and password?Your username and password will be the same you use for your Primus Internet Account. If your username and password combination is being rejected you might be using an old version of the iPass connection software. In this case, your username to log onto iPass is "username@iprimusglobal.com.au" without the speech marks.
What operating systems are supported?There are easy-to-use clients that support Windows 98, Windows NT, Windows 2000, Windows ME, Windows XP, Windows CE and Mac OS platforms. Other platforms will be available in the future. Refer to the Hardware & Software page for more information.
How do I get technical support when I'm traveling?See our Configuration & Support page for support questions and for troubleshooting tips that solve the problems experienced by most roaming users.
Is there a direct iPass support number I can call if I have technical issues?Yes. You can contact our Support Helpdesk on +61 3 9923 4162. Any one of our support staff will be able to assist you.
Can I use the roaming service for secure access to my corporate network?Yes, when you use the roaming service in conjunction with a virtual private network (VPN) solution, you can gain secure access to your corporate network. iPass is interoperable with all industry leading VPN, firewall and token card solutions.
What should I do if I can't connect to any iPass access points?If you can't dial into any of the iPass access points, check the following:
- Modem is connected and plugged in
- Phone line is connected to your modem
- Dial properties are filled out correctly (i.e., it shows the correct location you are dialling from)
What should I do if the dial-up access point I'm trying to connect to is busy?If you are experiencing a constant busy signal, try the following:
- Retry the number
- Try another local number
What does it mean when I keep getting error messages?There are three common things that cause error messages.
- Entering an incorrect password. Try re-entering your password and re-connecting.
- Entering your user name incorrectly. Most users must append the @ and domain name of your ISP/Company to your user name (i.e. ben@company.com).
- Selecting an incorrect access point. Sometimes the access points change in the iPass phonebook. If your company does not offer the automatic phonebook update feature, it is important that you update your phonebook frequently. We suggest every 2 weeks.
- Forgetting to enter the prefix required from the hotel or location you are dialling. Many hotels, for example, require that you add an 8 or 9 before the phone number.
Why can't I connect from my hotel?If you are dialling in from a hotel or office, you often have to put a prefix in front of the phone number such as 8 or 9. Check with the hotel and make sure you are dialling correctly.
Why won't this specific access point connect?iPass works with many service providers in major business centres in the event one service provider suffers a temporary service outage. If you have already successfully been using the iPass service and you are having trouble connecting through a particular access point, check to see if there is an alternative number to use.
What does it mean when I get an "Error 614" message immediately after modem "handshaking" and can not connect?If you get this message it means you are running Windows NT without Service Pack 3 or higher. You need to either install or reinstall Service Pack 3 or higher into your machine.
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