frequently asked questions

You need two things to get online:

A wireless (Wi-Fi) enabled computer or other device such as a smartphone, netbook or tablet. Most laptop, netbook and tablet computers today have built-in Wi-Fi capability, as do many smartphones. If your computer is not Wi-Fi ready, you can purchase a Wi-Fi network card or network adapter to add wireless capability. This system is 802.11b/g/n compatible.

You will also need a web browser such as Internet Explorer, Safari, Firefox, etc. Santa Clara Free Wi-Fi works with most browsers in use today.

If you're familiar with using Wi-Fi networks, follow these instructions:

• Open your device's connection manager
• Connect to the network name "SVPMeterConnectWiFi"
• When you're connected to the Santa Clara Free Wi-Fi network, open your Internet browser

If your device becomes inactive for a period of time, you will probably be disconnected from Santa Clara Free Wi-Fi. However, your system should automatically establish your connection when the device is active again.

If your computer doesn't have Wi-Fi built-in, you can add it with an external USB Wi-Fi network adapter or modem. You can buy an adapter from Santa Clara electronics retailers or online. For best performance, look for an 802.11 b/g/n compatible version. Please refer to your computer or device user manual for more information.

If your computer or device has Wi-Fi capability you don't need an external Wi-Fi modem. However, if your computer or device does not have built-in Wi-Fi capabilities you can use a Wi-Fi modem to connect a desk computer to the network. If you are having difficulty connecting to the network once your computer or device is Wi-Fi enabled, it is likely you are not connecting effectively to the SVPMeterConnectWiFi access point. Santa Clara Free Wi-Fi is not intended to provide connectivity indoors, however many users have had success using an additional device called a Wi-Fi repeater. See "Extending the range of Santa Clara Fee Wi-Fi" in these FAQs below, or refer to your computer or device user manual for more information.

You can read and send email using standard Web-based e-mail services such as Gmail and Yahoo! Mail. You can also use an email program or an email client such as Outlook and Apple Mail. (See also "Can't send e-mail from Santa Clara Free Wi-Fi" in these FAQs.

Although you can access secure websites with Santa Clara Free Wi-Fi, these sites do not protect the information sent from your device to the SVPMeterConnectWiFi access point. It is strongly recommended that you do not conduct personal business across this or any other open Wi-Fi network.

Most devices automatically save your network connection information. If your device or computer does not automatically save network connection information, see your user manual for instructions.

The Santa Clara Free Wi-Fi system is not designed nor intended to deliver Internet connectivity indoors. Indoor use is not supported by the SVPMeterConnectWiFi system nor the Santa Clara Free Wi-Fi program. Silicon Valley Power cannot respond to requests or trouble tickets associated with indoor connectivity.

Although not designed to provide indoor coverage, some customers have had success using a Wi-Fi repeater to extend the range of the Wi-Fi signal into your home or business. You can buy a Wi-Fi repeater from Santa Clara electronics retailers or online.

The Santa Clara Free Wi-Fi network should not interfere with your personal wireless network. However, if you suspect interference between your network and Santa Clara Free Wi-Fi, change the channel of your home router. Check with your router manual for instructions.

Santa Clara Free Wi-Fi provides up to 1 Mbps connections. This is comparable to 3G cellular data network connections. However, like most wireless networks, too many users at once can slow the system down.

High-bandwidth services such as streaming audio and video, and interactive gaming are not handled well across this system. Please use your home or business DSL or cable Internet for activities that demand a lot of bandwidth.

Refer to your user manual for Wi-Fi connection instructions.

Refer to your user manual for Wi-Fi connection instructions.

Santa Clara Free Wi-Fi is broadcasting at the highest power allowed by law, but every Wi-Fi system has limitations. Your outdoor connection may be limited by:

• Your distance from the nearest access point
• Obstacles such as trees or buildings
• Interference from other local networks

Although Santa Clara installed almost 600 access points throughout the city, some locations that are privately owned or lack continuous power are not equipped. Connectivity is not guaranteed.

See also "Extending the range of Santa Clara Free Wi-Fi" in these FAQs above.

This can happen when there is more than one wireless network within range. Your device may be associating with another network because:

• The other network has a stronger signal
• Your device identifies the other network as a preferred wireless network

Refer to your user manual

To curb e-mail spamming, Santa Clara Free Wi-Fi blocks outgoing connections on port 25 - the default e-mail or SMTP setting. If your e-mail client is configured to use port 25, you can receive, but not send, e-mail. To send e-mail via Santa Clara Free Wi-Fi, your e-mail program must use a method called Authenticated SMTP, which uses port 587. For more information, check with your e-mail provider.

To make the Santa Clara Free Wi-Fi service easily accessible to as many Wi-Fi enabled devices as possible, Santa Clara Free Wi-Fi is an open-access wireless network, and the signal is not encrypted. It is strongly recommended that you do not conduct personal business across this or any other open network.

When using Santa Clara Free Wi-Fi, you should protect your computer or device with commonly available security strategies such as firewalls, anti-virus/anti-malware software and other applications designed for your computer or device. Refer to your computer or device user manual.