iPass Roaming Services
Global Roaming Help Guide
Here are answers to some frequently asked questions. If you require
technical support while roaming, please call:
(888) 792-7266 (or 232-7992 in Albuquerque). E-mail: help@swcp.com.
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Q
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I am having difficulty connecting to the number I have selected.
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A
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Should you encounter problems connecting to an access number, try an alternate
number within the region you are traveling. If you can connect sucessfully to
another number it may indicate the initial access number or site is temporarily
unavailable. Make sure that you are dialing the required prefixes and local dial
code for the region. (Many hotels require that you dial a number to get an outside
line.) If you are unable to connect to other access numbers this may indicate
that your modem is not well chonnect to the phoneline or that
you have a modem compatability problem. Consult technical support or your modem manufacturer.
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Q
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I can't hear a modem sound on the other end of the line.
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A
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Check to see if your modem is turned on and attached correctly to your
computer and the phone system. Also, check if the phone system is digital.
If it is you will need to have a special adapter to connect.
An alternative is to request access to a fax line since they must be
analogue to function. Check for pulse or tone dialing to ensure
you select the appropriate option in your software. You can also call
the modem number with your handset to ensure that it is a modem line.
If the access number is incorrectly published, please advise technical
support.
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Q
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I keep getting a message telling me that I am using an incorrect password.
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A
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This is a generic message in your connection software that can indicate
that you are using an incorrect login/password (you must use the
same password that you use at your home Internet service provider to
connect remotely). Don't forget to add @swcp.com after your user name.
If difficulties continue, consult us to ensure your account is active and
that you are using the correct user name and password.
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Q
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I get a busy signal when dialing into an access number while I'm roaming.
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A
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Occasionally there are times when an access point will be busy.
The iPass roaming service often solves this problem by offering
many access point options in the same calling area. If this
is not an option, wait a few minutes and try
connecting again.
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Q
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My World Wide Web (WWW) access is really slow.
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A
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If your access to the World Wide Web is slow, it may be due to one of the
following:
- Slow Network Response
A noisy telephone line often causes slow transmission speed; this is often
the case in hotels. This can cause modems to work at a slower baud rate
than their top speed because the modem has to correct for data errors. Most
iPass access numbers support connections of at least 28,800bps but can be
hindered by the telecommunications network in the specific country.
- Proxy Servers
Proxy Servers are used by many ISPs that speed up WWW access (they operate
like a huge memory of web pages so that popular sites are served from a
local source instead of using overseas bandwidth). If your browser is set
to use these, you need to disable this until you are accessing your
account again from your home ISP.
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Q
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My connection occasionally gets dropped or hung in the middle of my session.
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A
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This could be a result of line noise. Your line might drop out unexpectedly
if the country you are visiting has a poor telecommunications system or the
line you are trying to connect to has audible
interference. In this case you will need to disconnect and redial
in through the access number.
This service is brought to you
through our partnership with iPass
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