Work, shop, play, our free WiFi just got faster.
We’ve increased our band width on all our new trains, so you can do more of what you love while you sit back and relax on your journey.
Free WiFi is available on most of our trains but WiFi on all services started rolling out from June 2019.
By accessing the WI-FI you accept these terms and conditions:
and expressly agree that they will govern its use. If you do not agree to these Terms and Conditions, please do not access the service.
On-board WiFi FAQs
How do I access on-board WiFi?
Once you’re on-board the train, you’ll be able to connect to WiFi. Please note: On train WiFi is subject to availability.
If you can’t connect to the Wi-Fi
If your device doesn’t connect automatically please contact the Wi-Fi support team or view the FAQ. Our Wi-Fi support team is dedicated to supporting you during your journey. The team is here to help with any issues or questions you may have when using our Wi-Fi service.
Our hours of support are 0600 - 2300 Monday to Sunday. In order to help solve the issue as quickly as possible, please be ready with the following details:
- The route you are travelling on and carriage number;
- The make and model of the device you are using;
- A short description of the problem (e.g. not able to connect to the WiFi network from the landing page).
How does WiFi work on board?
By combining 3G and 4G mobile data signals along the route, we’ll keep you connected where we can as we travel along our route. The quality of the internet connection will vary depending on where you are along our route and how many people are using the free WiFi at any one time. All passengers are given a data allowance of 90mb download with 1.5mb/s data speed to surf the Internet (which should be sufficient for emails and short browsing). Passengers also receive enhanced data speeds of 125 MB with 2.5Mb/s on NEAT fleets.
What speeds will I get from the service?
Due to the nature of the mobile connections the speed will fluctuate depending on your geographic location and the number of users on the service.
Are you restricting data usage or access to some websites? Can I access Netflix or BBC iPlayer on-board?
To make sure everyone can enjoy a seamless connection, we limit connection speed and access to some video and music streaming sites, as well as those with content that’s not suitable for an open public network.
I can’t seem to watch videos on some popular news sites, why is that?
To make sure all passengers are able to enjoy a seamless connection, we limit access to some news sites that have a lot of video content (such as bbc.co.uk). You can still find video news updates from Sky and Bloomberg.
Why isn’t my connection working, despite the on-board WiFi signal being strong?
Our free WiFi uses several 3G and 4G signals en route, so the quality of the internet connection will vary depending on where you are along our route and how many people are using the free WiFi at any one time. If you lose your connection, we’re probably just passing through an area with weak signal. If this happens, there’s no need to reconnect once the signal improves - you’ll be connected again automatically.
Will I have to pay?
Our on-board WiFi is completely free to all First Class and Standard ticket holders.
The WiFi isn’t working. Will you refund my ticket?
We’re keeping our passengers connected by offering on-board WiFi wherever we can along our routes. Due to the nature of the 3G and 4G mobile connections, speeds and connectivity will vary depending on where we are and how many people are online. As we’ve made our WiFi free for all passengers, it’s not a service that’s included in our refund policy.
How secure is the network?
Although the network is an open network, we’ve implemented lots of safeguards, so it shouldn’t be possible for other users to get unauthorised access to your device. However we recommend that to keep your data safe, always make sure you’re connected to the right network and keep your firewall and anti-virus software up to date. This will help you to keep your data safe.