Frequently asked questions ...
What's on offer?
You've got three options to choose from:
1 One hour PayGo WiFi internet access at £4.50 (including VAT) per hour.
2 One week PayGo WiFi internet access Package. If you want try it without a long-term commitment, there's The Cloud's
one week trial package for just £11.99 (including VAT) - ideal if you're away on holiday or travelling.
3 One year Ultra WiFi. A monthly subscription of just £10.79 (including VAT) gives you unlimited WiFi internet access
as part of a 12 month contract. Perfect if you need access regularly outside your home or office.
Plus, whatever option you go for, you'll collect Clubcard Points too!
Who are the The Cloud?
The Cloud, launched in 2003, is a multi-service provider offering wireless LAN (local area network) coverage in Hotspot and
Hotzone locations across Europe. To help the growth of wireless broadband as a service, The Cloud is in partnership with,
among others, Vonage, O2, Vodafone, Skype, iPass, Nintendo and Intel.
What is WiFi?
It's a high-speed networking technology that uses radio waves instead of wires to connect you to the worldwide web.
Who's it for?
If you use a wireless-enabled laptop, PDA or gaming device it's ideal if you need regular internet access whenever and wherever
you are.
What are the benefits?
Well, it makes connecting to the internet both easy and convenient. So now you can choose when and where to go online, whether
it's for work or simply fun.
Where can I use WiFi?
Getting online is easy - providing you're in a Hotspot or Hotzone. The network covers over 7,000 locations in pubs, clubs, coffee
lounges, hotels and railway stations in Great Britain. The Cloud are adding new venues all the time, just check the Hotspot locator to
find a location near you.
Who am I buying the WiFi service from?
You're buying it from The Cloud Networks Limited. They provide WiFi via their partners and are responsible for the buying
process, customer care and providing Hotspot and Hotzone locations, etc.
How do I get WiFi?
Signing up is simple, just follow the online sign up procedure and The Cloud will send you a username and password. That's it,
all you have to do then is get yourself to your nearest Hotspot or Hotzone and go online.
What does "unlimited" WiFi mean?
It means exactly that. It gives you the same "always on" flexibility you get at home or in the office. The Cloud does have
an "Acceptable Use Policy" designed to prevent abuse of the network. These can be found in the terms and conditions.
Connecting
The Cloud's network identifier is "WiFi Zone - The Cloud". Look out for our network identifier and logo when you
are out and about.
Network access
With The Cloud, you will have access to over 7,000 hotspot locations in Great Britain. If for some reason there is an issue with your Ultra
WiFi payments we will email you to notify you. If you payment is continuously refused, we will stop your Ultra WiFi access
until the payment is approved.
Site exclusions
Certain Cloud locations are excluded from the Ultra WiFi footprint, due to contractual limitations with the site owner. We are
looking to remove these restrictions as soon as possible. The current list of excluded sites is:
The British Library, Hempel Hotel, London Underwriting Centre, Earls Court & Olympia, Fraser Suites, Beanscene,
Ascot Racecourse, London Business School, Manchester University, NLS Scarborough.
Use of 3rd party networks
Ultra WiFi can only be used on The Cloud Network in Great Britain. Ultra WiFi cannot be used on other networks such as BT Openzone or
T-Mobile.
What if I have problems?
Once you've signed up, we'll send you all the info you'll need to solve most problems and you can also find help online.
But, if you want to speak to someone give our helpline a call on 0870 900 9434 (calls charged at local rate, charges from
mobiles may vary). Our technical team is on hand to help 24 hours a day, 7 days a week. Remember also that if you're having
trouble with your ISP email account, please contact your ISP for advice on your settings.
Will I get a refund if I cancel?
If you decide to cancel, and as long as you don't go online, The Cloud will give you a refund within 7 days of purchase,
after that refunds are at their discretion. In the case of Ultra WiFi the minimum contract is for 12 months and early
cancellation fees apply. Please see the full terms and conditions.
