TABLE OF CONTENTS
- General Help
- Subscriptions
- Why am I signing up for monthly subscription but am being charged more than 1 month subscription?
- I want to change my bank details
- When I cancel my subscription what happens?
- I’m moving out on the 15th of the month, can I have a refund for the last 15 days?
- How do I process a refund?
- It used to be inclusive and now I have to pay
- How much is a month’s subscription?
- Is there a subscription setup fee?
- What are the download volume limits?
- I need a copy of my receipt
- How do I renew a subscription?
- Service
General Help
How do i sign up for the service?
Please check your inbox or junk mail for an email from airangel.com and follow the instructions. If you are unable to find the email, please let your Resident Manager know and they will be able to resend a new email to you.
I can't find the original mail you sent to sign up
Ask your resident manager to manually send the welcome email. If the issue persists, contact support.
My free wifi stopped working and I did not receive an email to sign up for the paid service?
Send a request to your resident manager to add your email address to the system which will trigger the sign up process.
I have just moved in and my WiFi is not working?
You should have been setup in the system by your resident management team prior to your arrival and should have received an automated email from the system. Within this email are the instructions on how to setup an account and subscription that will then start your WiFi Network. If you move in and have trouble, please follow the steps above.
Subscriptions
Why am I signing up for monthly subscription but am being charged more than 1 month subscription?
A new subscription is charged for the remainder of the month order being placed for + 1 month in advance so if you’re not signing up from the 1st of a month you will pay the pro rata amount due for the rest of the month in addition to the next full month due.
I want to change my bank details
Visit the your account, go to the payment section and you will see an option called ‘Change Payment Details’. Click on this link to enter your new payment details.
When I cancel my subscription what happens?
The subscription runs until the end of the current paid period and then stops.
I’m moving out on the 15th of the month, can I have a refund for the last 15 days?
Check with your resident manager.
How do I process a refund?
If you feel a refund is due, please do contact your Resident Manager. They will be able to look into this for you and assist.
It used to be inclusive and now I have to pay
This is correct. As per the correspondence sent out by the Management Team we have upgraded the system to allow for better coverage, a competitive package and to align our services with those in the wider market.
How much is a month’s subscription?
Packages vary from site to site. Be sure to login to your WiFi Management account to see the different packages available to you.
Is there a subscription setup fee?
No, there is no setup fee.
What are the download volume limits?
There are currently no download volume limits.
I need a copy of my receipt
Your receipt should have been sent via email after you've purchased your access. If this is not the case, check with your resident manager.
How do I renew a subscription?
Subscriptions will auto-renew until cancelled. If the subscription has been cancelled, then use the same process as a normal sign-up to get online again. Your Resident Manager will be able to help with this.
Service
My internet is not working
Contact the support team and raise a support case. Provide following information to speedup troubleshooting process:
- Does internet not work on one device or all devices in the apartment?
- what is the device make / model / Operating system version?
- Can device see wireless network (SSID)?
- Can device associate to apartment SSID?
- What is the SSID name?
- is SSID password accepted?
- what SSID password used to authenticate?
- does the device get IP address when associated to network?
- What is the IP address?
- does device show any errors when connecting to the SSID? what do errors say?
- What is the MAC address of the device?
- what WIFI signal strength is shown on the device?
- Run a speed test when connected to WIFI. What are results?
- Run a speed test when connected to a wired port on the AP. What are results?
- Please provide screenshot of error or a video download link showing the issue (please use video sharing services like weshare / dropbox / etc)
- Please provide your contact details and best times to contact to troubleshoot issues remotely - phone number / email address / name of contact person
Can I connect another router?
No.
Can I connect obtain a static IP address?
No.
Is IPv6 supported?
Not yet, but we are investigating the feasibility. Keep an eye on our changelog for news.
My Chromecast/Apply play isn’t working
Ensure your streaming device is connected to the same SSID as your control device (phone/laptop). Follow the streaming devices troubleshooting steps as this will likely resolve the problem.
https://support.google.com/chromecast/troubleshooter/2995236?hl=en-GB
https://support.apple.com/en-gb/apple-tv
Internet on My TV isn’t working
- Make sure internet connection is enabled on the TV, consult TV setup manual for details. Is it a specific app on TV that does not work or does TV not connect to internet at all?
- Connect to Apartment SSID and enter password, Please note password is case sensitive.
- If still does not work, connect TV via ethernet cable into the access point and configure TV to obtain wired internet connection.
- If none of steps work – contact Airangel support team to assist troubleshooting and provide following information:
- TV model / make.
- IP address the TV obtains.
- MAC address of the TV.
- Provide screenshots of any errors you see when connecting to internet.
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