Where is the service available?

The Wi-Fi service is available throughout this train and on every Virgin Train which carries the Wi-Fi stickers. Train managers will also announce the availability of the service.

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How do I get connected?

Click the "Connect Now" button above which will take you to the Wi-Fi service start page.

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Do I have to pay?

The service is complimentary for First Class customers and chargeable in Standard, via a number of payment options, subject to the Wi-Fi service terms and conditions.

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What choice of pass types are there?

Tariffs are based on 'Fixed Period', or 'Anytime Allowance' passes.

For 'Fixed Period' passes the timer cannot be paused from the first login and does not stop until the pass has expired. For example, a 1 hour pass will finish 1 hour after first login and a 24 hour pass bought at 16:05 on 25 June will expire at 16:05 on 26 June, irrespective of how often or how much the pass has been used in the intervening period. For 'Anytime Allowance' passes, the timer can be paused at any time, relative to the validity period. For example, a 75 minute pass is valid for 30 days from date of purchase, and can be stopped and re-started at any point during this period.

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I am a T-Mobile HotSpot Subscriber. Can I still access the service with my account code?

T-Mobile HotSpot subscribers can no longer use their existing account codes with this service. In order to fully discuss your options, please contact the T-Mobile support desk on 0845 4122 526.

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I already have an account with another Wi-Fi operator. Can I use this on Virgin Trains?

This feature is currently only available for iPass customers. For all other customers, the Wi-Fi service is offered on a "prepay" basis only. We do plan to extend roaming to other networks in the future. If you are interested in roaming, we suggest you contact your service provider to assess their future plans to offer roaming on Virgin Trains. BT Openzone customers can also call the helpdesk number on 0800 022 33 22.

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Will I be able to get a receipt when I pay?

Yes, a receipt (and your access code) is automatically emailed to you at the end of the payment process.

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Is it normal for the service speed to fluctuate?

Yes this is quite normal. Just like at stationary Wi-Fi hotspots, at home or in the office, bandwidth is shared amongst many customers, and this will result in service speeds fluctuating. As more customers join the service, individual bandwidth will reduce. Furthermore, as the train travels along its journey, the available bandwidth to the train also fluctuates. We aim to provide enough for everyone but if fellow travellers choose to access sites that are bandwidth heavy, this can reduce available bandwidth for everyone else. For this reason we ask you to use the service sensibly and have consideration for fellow passengers.

Furthermore, to comply with the Digital Economy Act 2010 and to ensure the best possible service quality for all customers of the Wi-Fi service, we reserve the right to restrict access to certain websites that may be deemed to potentially infringe copyright. Please note that we reserve the right to modify this list at any time.

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Problem with iPass Connectivity?

This may be down to a small issue to do with your address book. Please make sure that you have updated your address book on your iPass client.

If you continue to have issues with your iPass account, please call the Wi-Fi service support team on 0207 096 6966, option 3.

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What can I surf?

You can access most websites, however we do not permit video or audio streaming, catch-up TV and other websites that place an excessive bandwidth demand on the system (such as BBC iPlayer or YouTube). This is to ensure that everyone can have a good surfing experience.

We also wish to remind you that as you are sitting in a public environment, please do not view content that others may find offensive or inappropriate.

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Are VPNs supported?

The service does support a number, but not all, VPN's (Virtual Private Networks). Please see the list below for supported networks.

Microsoft VPN
Cisco VPN
OpenVPN
Nortel VPN
Checkpoint VPN

If your VPN is not supported, then please let us know by emailing us at feedback@passengerwifi.com

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Does the Wi-Fi service support handheld devices?

Most but not all Wi-Fi enabled handheld devices (eg iPhones, Blackberrys, Nokia smartphones) are able to use this service (provided they have the correct technology and browser) but the service is not necessarily completely optimised for some device screens.

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Who can I contact if I have problems?

If you cannot find what you are looking for on these pages or you have a problem, please call the Wi-Fi service support team on 0207 096 6966, option 3.

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How do I provide feedback on the service?

We would like to hear what you have to say about this service or any other comments about Virgin Trains, by emailing us at feedback@passengerwifi.com noting the time and date of travel, journey start and end and train/AP number if possible (at top right hand of the WiFi page).

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