User SUPPORT

Get to know WiFi SPARK’s feature rich, managed service offering. Our customer helpdesk is available 24 hours a day, seven days a week to help any user problem so businesses can focus on their most important tasks without distractions.

Need to Know More?

FAQs

How many devices can I use at the same time?

You can use your account on any device with a web browser, however our system is designed to allow one device to be connected with one user account at a time.

For example: You can log in with your phone with your account but cannot use your tablet at the same time.

Some sites offer a discount for multiple devices. If this is applicable, it will be an option when you choose to buy time.

What Do I Do If I Forget My Login Details?

Forgotten password?

If you have forgotten your password you can click the 'Forgotten Password' link underneath the login fields when clicking on 'Subscriber Login' or 'Existing User Login' on the login portal. SPARK will then email you a reset link.

If the WiFi is the only way you can access your email to receive the reset link, then please call our helpdesk on 0344 848 9555 where they will be able to resolve your issue over the phone.

Forgotten Username?

If you have forgotten your username you can either call 0344 848 9555 and choose option 2 or raise a support ticket.

Why Are Some Sites Blocked?

WiFi SPARK blocks certain categories such as P2P file sharing. Block categories are consulted with the venue prior to the service installation. If you feel that a site is incorrectly blocked, please let us know so that we can investigate.

Help, I Have A Question And I Need An Answer

The WiFi SPARK Support Portal is designed to provide a complete self-service support option.

You can search our knowledge base and community for a solution, or ask community members directly. If you can't find an answer, you can submit a request to an agent.

Will My Device Work With Your System?

WiFi SPARK supports any device that has a Web Browser. You need to sign in to the service to be able to access the Internet and this sign in process is achieved through the User Experience Portal.

Devices such as; Smartphones, Laptops and Tablets are absolutely fine to use with our service. We do not offer support for such devices as Xbox or smart TV's.

Can I Log In And Out To Save My Purchased Time?

Purchased time is elapsed. You cannot 'bank' or 'save' your time for future use.

E.g: If you purchase 3 hours of Internet access at 12pm it will expire at 3pm regardless of how long you were actually online for.

How Do I Know How Much Time I Have Left?

When you log in with your user account, you should see a timer window appear briefly telling you how much time is remaining on that account. A member of WiFi SPARK can also tell you how much time is remaining as long as you supply your username.

If your timer window does not appear, you probably have a pop up blocker like a Yahoo or Google toolbar or Microsoft Internet Explorer SP2. However, since SPARK is a secure portal site, and we don’t bombard you with pop ups, it’s safe to set your browser to receive all pop ups from the SPARK site.

Can I stream TV or video?

Our service is primarily designed for Internet browsing and email. If you wish to watch videos it is recommended that you download as opposed to stream.

Locations such as hospitals may have separate services for streaming TV and video, so it may be worth checking with the hospital staff.

Are My Card Details Secure When I Pay Online?

Yes. When you enter your credit card details, you’re connected by an encrypted and secure payment gateway, direct to the credit card payment processing company. Your credit card details are not stored.

Are There Any Data Usage Limits?

As detailed in our Terms and Conditions, our Fair Usage Policy is up to 20GB per month.

Terms and Conditions can be found on the User Experience Portal underneath the login options.

Can I Try Before I Buy?

Some locations offer a free trial of use. If this is the case, it will be displayed on the User Experience Portal near the login buttons.

Alternatively there should be some free links that you can try from the Welcome portal including our website www.wifispark.com.

I Am Receiving Slow Speeds

If the access speed is slow, you are probably in a poor signal strength area. Try moving closer to the access point. Check your radio utility which is usually found on the right hand side of the task bar. It will have some method of detecting signal strength which will allow you to move around until you are in a good signal strength area. The more signal bars you have - the better!

What Is WiFi?

WiFi is short for Wireless Fidelity, a means by which devices can access internet or other network based services without the need for a network or modem cable.

Logging a ticket

To log a ticket you first need to register for an account.  Please use the registration button on the top menu bar.  You can then log tickets and receive updates through this portal.

The Legal Stuff

Terms of Services

Terms and Conditions of use

The paragraphs below are the terms and conditions for WiFi SPARK's wireless internet access services (the "Service") supplied by WiFi SPARK Limited to you ("You"). WiFi SPARK Limited is a UK company based in 5 Cranmere Court, Lustleigh Close, Matford Business Park, Exeter, EX2 8PW England ("WiFi SPARK"). These terms and conditions may be modified by WiFi SPARK at any time by updating these terms on our website. If you are under the age of 13, by continuing to use this service and by accepting the terms of this EULA you confirm that you have received consent from a parent or guardian to use this service. By continuing to use this service, or, if applicable, by agreeing to pay for this service, you agree to accept, conduct your business within the terms stated, and be bound by the following;

 

WiFi SPARK’s Obligations and Rights:

a) WiFi SPARK collects information on your usage of this Service including web pages visited, domains and email traffic. WiFi SPARK will not disclose personal information collected in conjunction with the provision of this service to a third party without consent, except to companies with which we have contracted for the provision of the Service. WiFi SPARK will, if required by law, disclose your personal information and or information pertaining to the usage of the Service to the relevant authorities in the investigation of any suspected or alleged crime.

b) Customer Service is available in the United Kingdom by dialing 0344 848 9555 or by email at support@wifispark.com. WiFi SPARK is committed to providing uninterrupted access to this Service. WiFi SPARK will use best endeavours to only allow system downtime and maintenance outside of normal working hours (9AM-5PM Monday to Friday). We reserve the right to modify or temporarily suspend the Service or any part of it without notice to you for emergency technical repair or upgrade for any reason, or if the service host has not paid WiFi SPARK for the provision of this service in its premises.

c) You acknowledge and are responsible for the security of your connection to the internet, your device that is used for connecting and for any sites you visit, emails you send or receive or information transmitted or received in any format when you use our Service. WiFi SPARK provides no additional security than you already have, because we provide management and monitoring services only and do not modify any content. For that reason, we cannot be, and are not responsible for the security or content you transmit or receive on the internet.

d) You acknowledge that your use of the service is entirely at your own risk. WiFi SPARK does not guarantee the availability or security of the Service. You have the right to compensation for direct damages caused by WiFi SPARK through negligence. Direct damages are defined as the reasonable and verifiable additional costs incurred by you. WiFi SPARK's liability shall be limited to the amount you have paid for the Service limited to a one month subscription. WiFi SPARK shall not be liable to you in any circumstances for any damages which result in any way from your use or inability to use the service (or any part of it), including any indirect, special or consequential losses, lost profits, business interruption, information or loss of data, security breach, busy signals, errors, delays in the Service, unavailability of the Service, deletion of files, theft, loss of goodwill or other pecuniary loss, including loss or damage suffered as a result of any virus, denial of service, spamming or hacking. Nothing in this clause excludes or limits the liability of WiFi SPARK for: (i) death or personal injury caused by WiFi SPARK's negligence; (ii) fraud or fraudulent misrepresentation; or (iii) for any other liability that cannot be excluded or limited by law.

e) WiFi SPARK reserves the right to block any websites, web pages and content on its service that WiFi SPARK deems illegal, distasteful or generally unsuitable for the location in which this service is provided. WiFi SPARK does not wish to restrict your use of our service unreasonably but by using this service you agree to accept our filtering criteria which may change from time to time. WiFi SPARK has no obligation to you to include sites that are blocked from use.

f) Roaming is supported across many of our sites but not all. If you are planning to use your account across many WiFi SPARK sites, please contact us for a list of sites that support roaming on 0344 848 9555.

g) WiFi SPARK may deny, terminate or suspend your access to all or any part of the Service without notice if you engage in any conduct or activities that WiFi-SPARK in its sole discretion believes violates any of the terms of this EULA

h) WiFi SPARK reserves the right to slow bandwidth or connection speeds at certain times at WiFi SPARK's convenience.

i) In using this service you understand that WiFi SPARK may place cookies on your device to enable the service to remember you so that if you use the service on concurrent days you do not have to repeatedly enter your personal details. If you do not consent for the placing of this cookie then we ask that you do not continue to use this service. Alternatively, you may block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies you may not be able to access all or parts of any sites that you visit and we won't remember any of your details.

 

End User’s Obligations and Rights

a) You are responsible for maintaining the confidentiality of the password and all activities that occur under your username and password. You will be liable for all losses, damage, costs and expenses, direct or indirect, however incurred, suffered by WiFi SPARK due to the loss, misuse and/or disclosure of your username and password. WiFi SPARK reserves the right to make additional charges for the use of our service on multiple machines with the same password. We will contact you where possible should this occur.

b) You will not be eligible for any compensation if you cannot use the Service because of power or equipment failure, routine maintenance or circumstances outside of WiFi SPARK's control including down time due to failure of an internet service provider's connection. If, however, the Service is not available for reasons other than the above, please contact WiFi SPARK's Customer Service on 0344 848 9555 for a possible refund or credit of time.

c) You acknowledge that all intellectual property (including copyright, trademarks and trade names) in the Service and on the website used to access it remain the property of WiFi SPARK or its licensors. You agree to respect these rights and not to do anything to infringe them. In particular, but without limitation, you agree not to alter or remove any trademarks and not to copy, download, transmit, reproduce, print or exploit any of this material.

d) You shall indemnify WiFi SPARK for any breach of clause (c), above, e) You agree that you will not use the WiFi SPARK service for:

(1) unlawful, fraudulent, criminal or otherwise illegal activities;

(2) sending, receiving, publishing, posting, distributing, disseminating, encouraging the receipt of, uploading, downloading, recording, reviewing, streaming or using any material which is offensive, abusive, defamatory, indecent, obscene, unlawful, harassing or menacing or a breach of the copyright, trademark, intellectual property, confidence, privacy or any other rights of any person;

(3) knowingly or negligently transmitting or uploading any electronic material (including, without limit, files that contain viruses, corrupted files, or any other similar software or programs) which is known or likely to cause, interrupt, damage, destroy or limit the functionality of any computer software, hardware or telecommunications equipment owned by WiFi SPARK or any other Internet user or person;

(4) activities that are in breach of any other third party's rights, including file-sharing, downloading, installation or distribution of pirated software or other inappropriately licensed software, deletion of any author attributions, legal notices or proprietary designations or labels in any file that is uploaded, falsification of the origin or source of any software or other material;

(5) anything that may disrupt or interfere with WiFi SPARK's network or services or cause the network to crash;

(6) launching "denial of service" attacks; "mailbombing" attacks; or "flooding" attacks against a host or network. Scanning of networks or hosts for open ports or other vulnerabilities;

(7) making excessive use of, or placing unusual burdens on, the network, for example by sending or receiving large volumes of email or excessively large files or extended high volume data transfer of any kind. Should we deem your use of our service excessive, and by this we mean transferring more than 20Gbytes / month or equivalent multiple thereof, we reserve the right to reduce your connection speed, or terminate your service.

(8) circumventing the user authentication or security process of a host or network;

(9) creating, transmitting, storing or publishing any virus, malware, Trojan, corrupting program or corrupted data; or

(10) collecting, streaming, distributing or accessing any material that you know, or reasonably should know, cannot be legally collected, streamed, distributed or accessed.

 

Other Important Terms

a) WiFi SPARK may transfer its rights and obligations under this EULA to another organisation, but this will not affect your rights or our obligations under this EULA.

b) Please note that this EULA, its subject matter and its formation, are governed by English law. Both you and WiFi SPARK agree that the courts of England and Wales will have exclusive jurisdiction.

Privacy Policy

View the full Privacy Policy here.

Purchasing WiFi and Refund Policy

If for any reason you are not satisfied with the service received, please either call us on 0344 848 9555 or email support@wifispark.com to give us the opportunity to resolve this for you. If we are still unable to supply the service we will provide you with a refund less the amount which is proportionate to the service provided up to the point you notified us of your dissatisfaction. To log your request for a refund you need to email support@wifispark.com ensuring you include the name of the location where you purchased your subscription, the date on which you made the purchase, your username, and detail why you are requesting the refund. If you have spoken to our support team please ensure you include the ticket reference you were issued with as this will enable us to deal with your request more quickly. Refunds cannot be provided where the service use is restricted. Any such restrictions will be detailed on the login portal page or in our terms and conditions.

Can’t find what you’re looking for?

Speak to a WiFi SPARK team member now.