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 service for you and your customers that can be used with any Wi-Fi enabled device such as a smartphone, tablet or laptop.

It allows you to offer a legally compliant Wi-Fi service to your customers, meaning you no longer need to give away your private Wi-Fi password. You can now browse safely when you are connected to your own private Wi-Fi.

Providing Wi-Fi means that you are more likely to attract new customers. Better still, those customers typically stay longer and spend more – becoming increasingly loyal, and increasingly profitable.

How is Wi-Fi activated?

We will always activate XLN Wi-Fi remotely, and to do this we upgrade the settings on your router. During the upgrade process you may notice that your router connection goes offline for a short while – usually no longer than 5 minutes. Make sure you don't turn it off during the upgrade process as it will need to start all over again the next time you turn it on.

It's a good idea to keep your router switched on at all times. This is important for your upgrade but it's also important in ensuring you always get the best possible broadband speeds.

If your router is not switched on when we attempt to upgrade it, XLN Wi-Fi will begin the next time it connects to the internet. You may notice that it takes an extra couple of minutes to connect to the internet during the upgrade.

Where should I put my router?

Locking your router away in a cupboard or putting it next to appliances such as microwaves and electronic till systems can have a real impact on the wireless performance.

It's not always easy but you should try to put your router in an unobstructed location – preferably not on the floor or next to thick walls. Your router's wireless signal will reach further if you put it in a central location to where you, your colleagues and your customers will be connecting to it.

These changes will not affect your private settings, or devices connected to your private network.

Can I use my own router?

No – XLN Wi-Fi is only compatible with routers supplied by XLN.

Routers supplied by XLN from 2012 onwards should be compatible with XLN Wi-Fi. Routers supplied before 2012 may not be, but you can order a new router, or upgrade to fibre and you'll get our new Super Router free of charge.

Will XLN Wi-Fi slow down my connection?

We only allocate a small amount of your overall bandwidth to the XLN Wi-Fi service. Plus, most people only use a small amount of bandwidth that they have available on their connection, so you shouldn't notice any difference in your own service. In the unlikely event that you do experience a drop in service speed, please contact Technical Support. We are able to block extremely high-volume users of your Wi-Fi service if they are impacting the service that you or other users are experiencing.

What happens if someone accesses an illegal website?

XLN Wi-Fi filters out most illegal traffic. But in the unlikely event that someone accesses illegal content we can prove it wasn't you because the XLN Wi-Fi service works on a different wireless channel. We also keep a record of all users on your XLN Wi-Fi account.

Can users of the XLN Wi-Fi service see what I am doing on the internet?

No – your private Wi-Fi connection is on a separate secure wireless channel.

Can I connect to XLN Wi-Fi elsewhere?

As a valued XLN Wi-Fi customer, we've created a way for you to log in to XLN Wi-Fi when you're out and about.

Firstly, search for and connect to _XLN Free Wi-Fi on your device. To see more device-specific detail for connecting see the Connecting a Device section.

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. The next time you enter another business that offers XLN Wi-Fi your device should automatically connect, but if it doesn't just re-renter the username we sent you. You will also need to enter your Wi-Fi username on each different device that you connect with.

IMPORTANT - your username is private and should not be shared. There is a limit on the number of concurrent devices connected to XLN Wi-Fi when connecting with your unique username, so make sure you don't share it out.

My device tries to connect to the XLN Wi-Fi service when I am in my own business premises.

When you're in your business premises, you should always connect to your private Wi-Fi. Unless it has been changed, your private Wi-Fi network name (sometimes called an SSID) will usually be one of these:

  • XLNBusinessServices
  • XLN For Small Business

Sometimes your device may try to connect to XLN public Wi-Fi instead of your private Wi-Fi, but most devices have a way of prioritising which network to connect to.

Windows allows you to put networks in order of prioritisation, while iPads and iPhones will try to connect to a secure private Wi-Fi connection before a non-secure public network. Some Android devices also have a Wi-Fi priority feature built into the advanced Wi-Fi settings.

You should check the manufacturer's instructions for prioritising networks on your device. However, if you are unable to do this, or if your device still connects to XLN public Wi-Fi after following the manufacturer's instructions, you should be able to get your device to 'forget' XLN Wi-Fi.

What can I do once I'm connected?

XLN Wi-Fi is ideal for emails, checking social media, browsing the internet and 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.

Should I turn off my XLN wireless router when my business is closed?

You should try to keep your router switched on at all times. Turning it off can have an impact on your service speeds.

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.

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 during office hours – which are 8.30am to 8pm, Monday to Friday; and 9am to 5pm on Saturdays.

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 Windows 10 laptop

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