(FAQ) Frequently Asked Questions
Q: I see your wireless network but cannot login.
Two things have to work in order to use our hotspots. First, the transmitter must be on in order for you to see our network when viewing available networks. Ours is bvimarinewifi.com. Second, the internet connection must be up and running for a login page to be displayed. Often, in the BVI, the internet goes down and thus, you can see our network but not login. The best approach is to contact the sponsor at the hotspot you are at. Go to our web page and click on the red dot to see the sponsor. Often, all that needs to be done is reboot some equipment. Note that each hotspot has its own internet connection so while one location may be down, usually all others are working fine.
Q:Where can I get the strongest signal?
All WiFi cards are not created equal. Click here for more on Signal and Distance. Laptops with built in WiFi, and ordinary WiFi cards have 30 mw (milliwatt) transmitting power. There are newer generation cards that can transmit 300 mw and thus have a much greater range, about 3 to 6 times farther. These cards can be inserted into a PCMCIA slot in laptops that have built in WiFi for reception over greater distances. We highly recommend these cards for high signal level, especially with Skype for VoIP (voice telephone over the Internet). Ourhotspots are all B and G but not N, as is the case with most hotspots. If you buy one, get the antenna as well. We recommend the Ubiquity card. There are now two types, PCMCIA and PC Express. The models are Super Range Cardbus & Super Range Xpress. Check this link for info on high power cards and where to buy: http://www.ubnt.com/purchase
All of our locations are mounted on land so the closer you are to the shore in a harbor, the stronger your signal should be. If your card allows using an external antenna, use it as this will increase your range by 1,000 feet or more. . Your signal will always be stronger in the cockpit rather than below decks but using an external antenna allows you to be in the Salon and place the antenna on the deck of the boat. Without an antenna, point your laptop in the cockpit so the card points to shore. Avoid having the engine between your card and the shoreline.
Q: My Username and Password do not work!Passwords are case sensitive, turn the Cap Lock key off.
Q: Can I change my Username?Once you select a username it remains in our system. You could sign up with a different username and the original would be inactivie. Passwords, however, can be changed as often as you like. Click on "?" to go to Self Care Portal to change yours.
Q: Can I use my time at other WiFi Hotspots?
Currently, you can use all the Hotspots identified on our map of the BVI. In ther future, we hope to have relationships with Hotspot vendors in the USA.
Q: I have a MAC and cannot login or get your login page.
The browser that comes with MACs, SAFARI, may have problems with some hotspots, including ours, depending on the OS configuration of your computer. If that is the case, the easiest solution is to try another browser called Firefox, which is available free at:
Q: What speed are your WiFi Zones and where do you connect to the Internet ?Our speeds are all DSL equivelent, 512 kbs downstream. Our connections are not necessarily DSL but are equivelent speed offering VoIP, and fast downloads.. Our connection point technologies are propriatary information. All our hotspots are 801.11 b/g.
Q: I logged in and get the Please Wait Screen, which lasts forever. What is wrong?
When this happens, you are usually logged in and don't know it. You can either hit your browser refresh button or close the browser and re-open it. You then will get your home page and be logged in.
Q: How can I renew my account when it runs out of time?
You can do this in advance of your arrival in the BVI by going to the signup page, and click on the Customer Support Care Portal and log in. If you are in the BVI, in a Hotspot, at the login page, click on the question mark "?" to access the portal.
Q: Do you have an 800 toll free phone number for support?
We have an 800 number in the USA that you can use for free while in the USA but if in the BVI, normal charges apply, as they do to any USA number, 800 or non-800 . It is best to setup your laptop to use Skype before arriving in the BVI, and use Skype's knowledgebase located here for support https://support.skype.com/en-us/ From the USA, call our 800 number below and it is a free call.
In the USA, call 1-888-613-2990. (local charges apply when not in the USA)
Q: I am having trouble sending e-mail from Outlook or Outlook Express or other mail program. Mail gets stuck in the Outbox or I get Relaying not allowed message
Your home SMPT server (outgoing mail) does not allow outgoing traffic when you are not on their system as is the case when you are in the BVI.
The way around that is to have our server send your email.
In order for our SMTP server to recognize your outgoing email you have to set the right authorization in your mail program. This is called "Authenticated SMTP". Once you set your email program to "Authenticated SMTP" our server will send your emails. For instructions on how to do this click on the link below.
Q: My browser opens some pages but others just hang. What is wrong?
Most likely this is caused by the fact that different internet connections require a different Maximum Transmission Unit ( MTU). Most Operating Systems (Windows XX) default to an MTU of 1500 but the Internet Service Provider may require a smaller unit, such as 1492 or 1454. It is easy to change the value if this is the problem. To test for your MTU value, follow these simple instructions. If you find the value is less than 1500, make the change to solve the problem.
Open a DOS window by doing the following. Click Start, Run, enter Command, and OK. In the Black DOS window, type IPCONFIG and hit enter. Write down the IP address of the Default Gateway which will be in the form of xxx.xxx.xxx.xxx (where x represents the numbers.) Next, enter the command PING -f -l 1500 xxx.xxx.xxx.xxx where the xxx numbers are the default gateway address obtained above. If the command gives an error, saying that the result must be "fragmented" then do it again with the next smaller number, 1492. If you again get the fragment error, go to the next number 1452. When you enter the command without an error, that is "your" MTU value. If the value of 1500 works without fragmentation, then this solution will not work for you. If you do need a smaller value, here are two solutions.
The first choice is easy. Run the application and it works automatically.