Problem connecting to Club Wifi
We're staying at Durham Grange club site and earlier in the week I paid for a year's Wifi subscription. It worked fine on Monday and most of yesterday and then, suddenly, I can't log in. I can connect to the Wifi but when I try to log in, I get a pink banner saying that I'm already logged in and access is denied. I can't use Internet. I've tried entering logout.net and logout.com in the url and neither does anything. I've tried connecting on my phone instead but the same happens. I've rung support (India, I presume) twice and am now waiting for them to call me back. They can only suggest what I've already tried: restarting my computer, clearing the cache, etc. Nothing seems to work.
Has anyone else had this issue? Does anyone know of a solution? £30 seemed quite a lot for a year's internet but it's certainly a lot for 2 days!
Comments
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I have not used it for some time but I have had that problem. I left it a few hours and it resolved itself. You've done everything you can, if its not sorted by tomorrow, I would ask for your money back as they are not supplying the service you are paying for. When you tried on your phone it should have put a box up you are logged in on another device, do you want to log off and connect on this one. Or it certainly did when I last used it. The support people should be able to log you off from their end, when you get to speak to them again.
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Finns, don’t take any nonsense from Air Angel and insist on a refund. Site wifi is rubbish and I’m sorry you find yourself in this position.
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Evening
Pay a visit to the site staff when reception is open. We have another number to call if (only if you couldn’t get your issue fixed with your supplied number as they will ask for reference) they may be able to help further.
JK
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For most sites, a better option is to use your phone as a Mobile Hotspot (assuming you have an airtime contract that has plenty of data usage on it, of course). There aren't many sites where the mobile signal is poor, these days - and when it is, the site wifi is likely to be rubbish too!
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Morning
You May well be correct jvb, but that really doesn’t help Finberries with their issue.
JK
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I will if a new system is now in operation and EGH are not as seems quite often these days , updating any new information 🤔
I had an email advising of the change of ownership 👍
Ps glad you have confirmed that site offices with on site WiFi have an alternative Tel no as on two occasions I have been informed by site staff that site WiFi is nothing to do with them you need to ring Air Angel that was after I had done so,🤔☹️
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Are you referring to Freshwave Air Angel Ltd with a registered address in East Grinstead?
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I see Durham Grange where the OP is staying is one of the upgraded sites, not that it helps if she can't log on to it🙁
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Evening
I’m sure as someone in the know of the workings of the club and as you profess with friends at site level and higher up (as you’ve stated many many times in the past), you’ll already know that site staff can contact the WiFi provider on behalf of a customer if they continue to have issues after they have phoned said provider and have continued problems. That’s been the case for at least five years and will continue.
I can only guess that some of the staff you’ve spoken to maybe are in training or haven’t been paying attention?
JK
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Looking forward to it , as always. My cup is always half full, life’s too short for all the negatives
JK
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You can’t say things like that ED. Breaking the community guidelines and all that.
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As per your last paragraph it seems that is quite a problem?
One example for you,
We were at a site in East Anglia and the WiFi was terrible, when I spoke with the assistant site manager (long time as site support) he advised it had been poor for some time and as is normal to contact air angel which I did,
I got a call later from air angel to say that the site manager had been made aware but as the site was full it was just very slow?
The site was not full as it was end of season and all the grass pitches were. not in use
When I then called at the office I was advised to contact air angel again as it.was not ("my responsibility?) But as I should know it will always be slow with a full site? 🤔
I gave up trying to make sense of that argument , we were leaving the next day anyway
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I think it's useful that the site staff can help but out of hours users are left with no choice and have to make contact with the provider. The provider should be able to help on a stand alone basis.
These problems reflect why most of us make our own Wi-Fi arrangements.
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I would imagine that the take-up of the service must now be minimal and perhaps CAMC merely use it as a 'loss leader' in order to be able to claim "Wifi Available".
It seems that anything IT related where CAMC is involved should be avoided like the plague.
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It is interesting that the Club has never given, to my knowledge, any information on the number of users of Club WiFi? Given that they are paying a lot to have the system ungraded on lots of sites it does seem they are in it for the long run? When I use my phone and have to log in using that connection on my laptop I can see many other people on site using their own data and those signals are probably only those immediately around me.
It could be a lost leader in the sense that they feel they have to provide access to Club services which can be done free via site WiFi.
David
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Sorry about the long delay in coming back on this. We wasted two or three hours of our holiday sorting it, with long calls to the helpline. To be fair, for the purpose of this holiday, it wasn't critical but sometimes I combine holidays with work and need to be able to get online, so I wanted to sort it.
I seem to have been stuck in some sort of glitch whereby I was still connected to my previous session but wasn't showing as such and had no way of disconnecting. Three different helpline people tried to help. None of them could even see me as connected or disconnect me. They were baffled.
Eventually, when I asked for a refund, they decided to delete me completely, let me create my account again from scratch and then restart my year's subscription again. This worked and got me back online.
Somewhere in all of this, I discovered that you are supposed to type logout.net into your browser URL and then log out before shutting down your device. I hadn't done that but I did it since and didn't have any more problems.
Thanks for all your advice.
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The log in details would have been sent in an email when you purchased the WiFi. If all else fails I am sure that Air Angel, the Club providers, would help but I don't know what details the would need.
David
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It’s a while since I used it, but isn’t there a forgot password option. I sure I remember seeing one. If it’s like many other providers you select that and follow the instructions. Usually putting in the email address you used to register. If they find a matching one, they send a reset link.
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