iPass Global Roaming Problems
If you require further technical support while roaming, please contact us.
I am having difficulty connecting to the number I have selected.
If you have difficulty connecting to an access number, try an alternate number within the region you are traveling. If you can connect successfully to another number, it may indicate the initial access number or site is temporarily unavailable. Make sure that you are dialing the required prefixes and local dial code for the region. Remember: Many hotels require that you dial a number to get an outside line. If you are unable to connect to other access numbers, this may indicate a modem compatibility problem. Contact technical support or your modem manufacturer.
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I cannot hear a modem sound on the other end of the line.
Check to see if your modem is turned on and attached correctly to your computer and the phone system. Also, check if the phone system is digital. If it is, you will need to have a special adapter to connect. An alternative is to request access to a fax line since they must be analog to function. Check for pulse or tone dialing to ensure you select the appropriate option in your software. You can also call the modem number with your handset to ensure that it is a modem line.
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I keep getting a message telling me that I am using an incorrect password.
This is a generic message in your connection software that can indicate that you are using an incorrect username or password. When you connect, your username should be in the form of username@expedient.net, and you should be using the same password that you normally use at home. If difficulties continue, contact us to verify your account is active and that you are using the correct username and password. Customers with email addresses that do not end in @expedient.net, @sgi.net, or @stargate.net, may need to contact us to enable their account for iPass.
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I get a busy signal when dialing into an access number while I am roaming.
Occasionally there are times when an access point will be busy. The iPass roaming service often solves this problem by offering many access point options in the same calling area. Try connecting to a different access point. If this is not an option, wait a few minutes and try connecting again.
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My connection is slow.
If your connection is slow, it may be due to one of the following:
- Maximum Connection speed: Some access points only offer connections speeds of 33600bps, 28800bps or even only 14400bps. The maximum connection speed will be listed next to the access number. Try selecting a different number with a higher connection speed.
- Slow Network Response: A noisy telephone line often causes slow transmission speeds; this is often the case in hotels. This can cause modems to work at a slower baud rate than their top speed because the modem has to correct for data errors. Most iPass access numbers support connections of at least 28800bps but can be hindered by the telecommunications network in a specific country.
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My connection occasionally gets dropped or hung in the middle of my session.
There are many reasons that you may be getting disconnected unexpectedly. The biggest reason may be line noise. Your line might drop out unexpected if the area you are visiting has a poor telecommunications system or the line that you are trying to connect to has audible interference. For further help on frequent disconnects, click here.
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