Q. I saw advertisements to watch movies and play games on your train – how can I do this?
A. First, you need to download the BEAM app from the relevant app store (Apple or Google). Due to restrictions on our onboard WiFi you will need to download the app before your journey. We suggest using the WiFi at our stations or, if you forget to do this in advance, you could download it using your own data onboard. Then select the onboard WiFi on your device settings, if you’re in Standard Class you can connect to our onboard WiFi, and therefore BEAM, without paying for internet access. Then just open the BEAM app to start enjoying our awesome entertainment.
Q. Where can I find information about what’s on?
A. Check out the BEAM page on our website for details of our current Movies, TV, Shorts, Magazines and Games.
Q. Are there any age restrictions on content?
A. Yes – but we’ll ask you to confirm that it’s suitable before allowing you to play.
Q. Is it complimentary?
A. Yes! Whether you’re in First Class or Standard Class access to BEAM is complimentary.
Q. Why is BEAM not available on all trains?
A. We are launching BEAM on all Virgin Trains West Coast Pendolino trains and are working hard on the remaining West Coast trains. BEAM will also be gradually rolled out across all Virgin Trains East Coast Trains.
Q. Where can I get the app?
A. If you’re on an Apple device, download BEAM from the Apple Store. If you have an Android device you can download it from the Google Play Store.
Q. Why can’t I watch on my laptop or other mobile device?
A. At this stage we are only offering BEAM for Apple iOS and Android devices; however we are working on a browser version (e.g. Chrome, Internet Explorer etc.) which will work on all devices.
Q. Can I get subtitles?
A. We don’t offer subtitles at this point in time, but we’re working on being able to offer this in the future. In the meantime why not check out our Magazines and Games.
Q. What size is the app?
A. Depending on your device, it’ll be up to 40mb, which is roughly the size of a music album. This might sound a lot but we’ve made it this size so we can give you some of the latest Movies and TV Shows, and these need a little extra security layer.
Q. How often are you changing the Movies, TV Shows etc.?
A. We’ll be updating 2 movies every month, magazines regularly so we’ll always have the latest issue and TV Shows every 6 months or so.
Q. Can I download the app on the train?
A. No. Due to restrictions on our onboard WiFi you will need to download the app before your journey. We suggest using the WiFi at our stations or, if you forget to do this in advance, you could download it using your own data onboard.
Watching movies and playing games
Q. I didn’t get to finish my movie, can I do this after getting off the train?
A. No. You can only access our content when you’re onboard our trains but if you haven’t finished what you were watching, BEAM will remember where you got to as long as you’re using the same device.
Q. I paused a movie for a little while and now I’ve come back and it’s telling me I can’t watch it anymore!
A. If we’ve reached our limit for movies and TV, we’ll free up spaces from anyone who’s been inactive for a while (we’ve all fallen asleep half way through a movie). You can try again shortly, or try the magazines or games instead.
Q. I got halfway through watching something on an earlier journey, but it hasn’t remembered where I got to
A. It sounds like you’re using a different device, and if so you’ll need to scroll through to where you were manually.
Q. Why do I have to register again?
A. Registrations are stored as a cookie on your device, which means if you’re using a new device or you’ve recently removed cookies from your device you’ll need to register again. Also in order to allow as many people as possible access to BEAM, we have spread the load across the length of the trains, this does mean that you may occasionally need to re-register if you move seats on a train, or if you’re on a different type of train.
Q. I was watching a show on my journey down, but going back up I can’t find the same show anymore!
A. We regularly update what’s available on BEAM, make sure you finish watching your favourites before they expire
Q. Will watching movies use up my 4g data on my phone, or the standard class internet I’ve paid for?
A. No – our content server doesn’t rely on the internet at all.
Q. Is the internet slow because too many people are watching movies?
A. BEAM access the entertainment held locally on the train, therefore it doesn’t need to go to the internet to show you your movies. If you’re experiencing a slow internet connection, it’s likely that we’re passing through the countryside where there is a poor connection.
Q. What does the message “Error, Video failed to play. Please check your wi-fi connection and try again.” mean?
A. If you have paused a movie or TV show and your device goes into sleep mode, this may disconnect you from the onboard WiFi and if there are a large number of people using BEAM, you may not be able to continue watching. However our Games and Magazines can be enjoyed by more people at the same time so these may still be available.
Q. What does the message “It’s rush-hour. Too many people are watching movies right now, try again soon. In the meantime why not check out our magazines and games?” mean?
A. Due to the set up of BEAM on our trains, there is a limit to the number of people who can watch movies and TV Shows at the same time. However our games and magazines can be enjoyed by more people at the same time so these may still be available.
Q. What does the message “Heavy traffic. Sorry, there are still too many people watching movies. Keep trying and hopefully they’ll all jump off at the next stop.” mean?
A. if you see this message, there are still too many people watching, for more detail see the answer above.
Q. What does the message “Hold your horses. Our awesome onboard entertainment is protected and it looks like you don't have the latest key. Please try again or see our FAQ's for more advice.” mean?
A. All movies and some of our TV shows need a special key to unlock them, which is downloaded from the internet when you open up BEAM. Without this special key you won’t be able to watch these, but you’ll still have access to a choice of other entertainment.
Once BEAM has grabbed this special key from the internet, you’ll be able to watch all the movies and TV shows, anytime you travel with us.
Q. How do I give feedback?
A. Give feedback about BEAM and your overall experience on our trains.
Q. Is VT using my data for marketing purposes?
Q. Does BEAM store any movies or entertainment on my device?
A. Your device will hold a few minutes of video to buffer anything you watch, but it won’t store the full video to your device.
Q. Will this put cookies on my device, and what do they do?
A. A cookie will be placed on your device, and it will allow us to remember where you finished watching a movie or show – next time you connect you’ll be able to pick up where you left off.
Q. Why do I have to register for the app when I’ve already registered before?
A. You’ve already registered for the WiFi – this second registration is to get access to all the great content available via our app.
Q. Why do we have to connect to the Wi-Fi and the app to get content?
A. Connecting to the Wi-Fi onboard connects you to our system where all our movies and TV shows are stored.
Q. Won’t it get noisy with all these people watching movies?
A. Out of respect for other customers, please put headphones in before watching a movie or TV show. If you’re playing a game there’s always the option to put it on mute.
Q. BEAM is not working?
A. First, check the error message section of these FAQ’s. If this does not solve the issue please call 0330 088 1272.