Customer Service > FAQ

Frequently Asked Questions

Airimba Service

1. How do I sign-up for the Airimba Wireless service?
2. How many email accounts will I get and how do I set them up?
3. Can I send email to anyone or just other Airimba Wireless subscribers?
4. Is my credit card secure when I sign-up?
5. What are your current rates and plans?
6. What if I need an account that supports multiple users?
7. What is my username/password?v
8. What if I forget my password?
9. How and when will I be billed?
10. Does Airimba ever advertise special promotions?
11. What is VPN? Does Airimba support VPN?
12. Can I have multiple logon sessions?
13. How do I cancel my Airimba account?

System Requirements

1. What adapters and wireless cards are compatible with your network?
2. What software is needed?
3. What if I do not have a WiFi adapter or a wireless PC?
4. Do I need a phone line and can I get busy signals?

Your Airimba Account

1. How do I maintain my Airimba Wireless account?
2. How do I log in?
3. How do I log in with an Airimba Wireless Prepaid coupon?
4. How do I log out?
5. Can I play console games on XBOX and PS2?
6. Can I use an Instant Messenger?
7. What if I experience disconnects?
8. How can I get a certain port opened for access?

Wireless Technology

1. How does Airimba's service work?
2. What is an Airimba Wireless HotSpot?
3. What is an Access Point?
4. What is WPA?
5. What is WECA?
6. What is WEP?
7. What WiFi standard does Airimba use?
8. How do you decide what types of technology to use?
9. What does a fluctuating signal mean?
10. Why doesn’t Airimba use wireless encryption?
11. Is my personal information safe on Airimba’s wireless network?

Airimba Service

1. How do I sign-up for the Airimba Wireless service?

If you have a WiFi/802.11b adapter or wireless PC with an embedded card like Intel Centrino mobile technology and you are located in an apartment/condominium property served by Airimba, just power up and set your WiFi adapter or embedded card as follows:

The network name or SSID (as seen in Windows XP) typically ‘airimba_#’
Other OS versions: the SSID is (case sensitive - all lowercase): ‘airimba_#’
WEP encryption is not enabled for our networks

Help with Windows XP: For details on setting these parameters, please see the installation instructions provided by the manufacturer of your WiFi card.

Once the Windows icon indicated a connection, open your browser (Internet Explorer, Netscape Navigator, etc.).

If you are located in an Airimba property, an Airimba splash page will be displayed. Simply click the sign-up button and follow the easy online instructions. You will need a valid credit card.

2. How many email accounts will I get and how do I set them up?

You receive one free email address per subscriber/account. Each email address comes with 10 meg of storage, a 3 meg file size limit, SPAM filtering, and virus scan functionality. When you sign-up for Airimba high-speed wireless Internet service you'll be able to setup your new email address, or you can do it later.

3. Can I send email to anyone or just other Airimba Wireless subscribers?

With Airimba Wireless you can receive and send email to anyone, anywhere!

4. Is my credit card secure when I sign-up?

Yes. All credit card information is passed through a 128-bit SSL encryption which is the same level of encryption used by major financial institutions such as banks.

5. What are your current rates and plans?

To see the current rates or promotions check your local splash page.

6. What if I need an account that supports multiple users?

We currently offer plans ranging from one to four users.

7. What is my username/password?

You must create your username and password. It must a minimum of 6 characters and a maximum of 20. It can be a combination of both numbers and letters.

8. What if I forget my password?

During the initial setup of your account you will be asked to create a secret question and answer. On the login page, click the forgot my password link and you will use this information to get your password.

Contact Customer Support at 1.888.859.3510.

9. How and when will I be billed?

When you activate an account, you are charged a setup fee & the first month's service. You are then billed on the same day each month as your original activation date. Your account stays active and bills monthly until you cancel your service. If you sign up for Airimba’s daily plan, you are billed one time only and will have 24 hours access to the Internet.

10. Does Airimba ever advertise special promotions?

Yes. Please check your local splash page or our website to see what special promotions we may currently be offering.

11. What is VPN? Does Airimba support VPN?

VPN is a virtual private network that is primarily used by corporate business travelers. It allows them to connect securely back to their office/headquarter computer when traveling. We do not block the use of VPN and support most standard VPN protocols.

12. Can I have multiple logon sessions?

If you are logged into one computer and try to log into another computer, your session will end on the first computer.

13. How do I cancel my Airimba account?

For security purposes, please call us directly at 1.888.859.3510 to cancel service.

System Requirements

1. What adapters and wireless cards are compatible with your network?

If you are in the market for a new wireless adapter, Airimba does not recommend an adapter from D-Link, Netgear, Linksys, Belkin, or Buffalo. Many manufacturers’ claims of increased range and speed with their latest retail wifi cards are unwarranted. Range and speed are affected by a variety of factors. The items which have the most impact on range and speed are the access point and wireless adapter transmit power and receive sensitivity, as well as the access point and wireless adapter’s antennas.

Contrary to popular opinion, wireless communication works in both directions. This means both end-points (AP and client adapter) in the communication system must have the ability to adequately transmit to the other side. Airimba Wireless uses a combination of high gain antennas and enterprise class access points to output an adequately powerful wireless signal for most wireless adapters.

View the list of Airimba recommended adaptors.
View the list of adapters Airimba has found to be problematic.

2. What software is needed?

Windows XP will automatically recognize many wireless adapters, but we recommend using the manufacturer’s wireless application instead of XP’s wireless zero configuration (WZC). Click here to get additional details on XP’s WZC and learn why we recommend using the manufacturer’s wireless application.

For Windows 98SE, NT, 2000, XP, & ME, this is a two-step process:

A driver is located on the CD-Rom that came with the adapter. When you start the computer with the adapter installed, it will ask for a driver. Place the CD-Rom in the CD-Rom drive; let windows search the CD-Rom for the driver.
After installation of the drivers and adaptor connection manager you will need to use the adaptor connection manager to navigate to the proper Airimba Wireless network SSID.

For Macintosh or Apple, the software is in the configuration for the "AirPort"card. See the AirPort card documentation for specific instructions. You will need to set your AirPort card to select the proper SSID to access our network.

3. What if I do not have a WiFi adapter or a wireless PC?

You may purchase WiFi adapters at nearly any consumer electronics store (e.g. Best Buy, Circuit City, and Radio Shack). For your convenience, Airimba has created a list of adaptors that we recommend and ones that we don’t. Review this list of adaptors before purchasing. To install a WiFi adapter on your laptop or PC, follow the directions that come with the equipment. Once installed, open up an Internet browser (Internet Explorer, Mozilla Firefox, Opera, etc.). If you are located at a property with Airimba service, an Airimba splash page will be displayed. Simply click the sign-up button and follow the easy online instructions. You will need a valid credit card.

4. Do I need a phone line and can I get busy signals?

A wireless connection does not require a phone line. Because it does not use a phone line, you will never get a busy signal.

Your Airimba Account

1. How do I maintain my Airimba Wireless account?

Click on the My Account button located on your splash page or call customer service at 1-888-859-3510 for assistance.

2. How do I log in?

If you have an account already:

Start Internet explorer or your browser, you will see the Airimba Wireless login screen.
Enter your username.
Enter your password.
Click submit.
Once your account is validated, you will be connected to the Internet.

3. How do I log in with an Airimba Wireless Prepaid coupon?

This coupon is valid for a fixed number of online minutes.

Start Internet Explorer or your browser, you will see the Airimba Wireless login screen.

On the pre-paid coupon, you will see a username and password.
Enter the username.
Enter the password.
Click submit.

Once your pre-paid coupon has been validated, you will be connected to the Internet.

Be sure to log out when you are done, your remaining minutes usable until coupon expires. Expiration date listed on the coupon.

For example: If you have 2 hour coupon and use 30 minutes, the remaining 90 minutes can be used during a later session.

4. How do I log out?

Your computer will log out from the network:

If you turn off your PC, allow it to go into sleep, standby, or hibernate or allow your wireless adapter to go into standby/sleep.
If you have enabled the session pop-up and choose ‘Logout’.

Have technical, or network access difficulties?

Contact Customer Support at 1.888.859.3510.

5. Can I play console games on XBOX and PS2?

Airimba Wireless currently allows games such as XBOX/360, PS2/3, and Wii, but does not support them beyond the initial connection to the wireless network. To connect your console to the network, you will need a wireless adapter for your console and a request for MAC authentication from our support team. Please contact us directly at 1.888.859.3510 or support@airimba.com to complete this request.

6. Can I use an Instant Messenger?

Airimba Wireless supports AOL, MSN, and Yahoo Internet Messenger applications. Please be sure to follow the default guidelines for installation on each application.

7. What if I experience disconnects?

Disconnects may be caused by a variety of things. Interference, your client adapter, and client adapter roaming settings are just a few of the possibilities.

Change other preferred networks to a manual connection
Remove unnecessary networks from the preferred network list.
Only one Airimba ssid is the optimal configuration.
Change the wireless adapters roaming aggressiveness to a lower setting. Not all wireless drivers have this capability.
Use your wireless manufacturer’s client software.

Many consumer electronics can cause bursts of interference. If you are using any of these items, test and see if you experience disconnects while they are turned on or in operation. (Items that operate in the 2.4 GHz wireless frequency range may cause disconnects.) Change other preferred networks to a manual connection

The Airimba network access controller will disconnect any PC, after a set time interval, which has gone into sleep mode, hibernate, or has been turned off.
Some software firewalls may also cause the Airimba network access controller to disconnect a PC during periods of inactivity.

8. How can I get a certain port opened for access?

Due to the large number of viruses, spam, and network attacks, Airimba Wireless has enabled a firewall to protect the network and your system from dangerous elements. If you have an application that requires the special use of port access to operate, please forward a request to support@airimba.com and we will evaluate and open the ports in 24 hours. Be sure to include your Airimba login and your property name.

Wireless Technology

1. How does Airimba's service work?

Airimba Wireless installs access points throughout each apartment or HotSpot location, which transmits a radio signal to the WiFi 802.11b wireless network card on your computer. With a properly installed wireless network card, you can launch your browser from within an Airimba location and receive a login page to enter your username and password. Once your account information is verified, you will be able to connect to the Internet. If you have installed the ACM (Airimba Connection Manager) it will automatically authenticate and log you on. With full connectivity to the Internet, you can access any Internet resources, as well as any email accounts, websites and other personal preferences.

2. What is an Airimba Wireless HotSpot?

Airimba HotSpot high-speed wireless Internet access is available in convenient public locations such as cafes, restaurants, and your favorite places to study. Using either a laptop or handheld that is WiFi 802.11b wirelessly- enabled, you can access the Internet.

3. What is an Access Point?

An access point for wireless Ethernet is a device that communicates with wireless-enabled notebook computers and Ethernet cards to transmit data via radio signals.

4. What is WPA?

WPA stands for WiFi Protect Access. It is an improvement over WEP technology in that it provides better data encryption and user authentication. WPA works with WiFi products that are WEP enabled.

5. What is WECA?

WECA stands for Wireless Ethernet Compatibility Alliance. WECA promotes international adoption of the WiFi IEEE 802.11b standard for interoperability in wireless local area networking for enterprises, small businesses, and homes.

6. What is WEP?

WEP is short for Wired Equivalent Privacy. It is a security protocol for wireless local area networks. WEP attempts to provide security by encrypting data over radio waves so that it is protected as it is transmitted from one end point to another. It has been found that WEP is not as secure as once believed.

7. What WiFi standard does Airimba use?

We've currently standardized on IEEE (Institute Electrical and Electronic Engineers) 802.11B technology.

8. How do you decide what types of technology to use?

We're continually evaluating new products so we can continue to offer you the most reliable and efficient service.

9. What does a fluctuating signal mean?

Wireless is transmitted and received by radio signals. Signal strength and quality will continuously fluctuate, based on a variety of factors in the environment. These can include interference sources, position of the wireless adapter, and the wireless adapters physical capability and characteristics. If you are having signal difficulties, read our recommendations on improving signal strength and signal quality.

10. Why doesn’t Airimba use wireless encryption?

If Airimba used wireless encryption such as WEP or WPA, new users would not know the key needed to connect to the access point in order to sign up for service.

11. Is my personal information safe on Airimba’s wireless network?

If you do banking, shopping, or any other activity requiring personal information to be transmitted, make sure the Web site you are connected to is a secure Web site. These Web sites are typically denoted in the address bar with https: vs. a regular Web sites http. These Web sites will encrypt your data. Learn more about https at Wikipedia.com.

A virtual private network (VPN) client can also be used to encrypt data. Learn more about VPN’s at Wikipedia.com.

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