FAQ's

Quick Start FAQ

What do I do when I get to a location?

All you need to do is open up a web browser in any FatPort location. Our hardware automatically redirects you to FatPort's login screen.

Where can I access the network?

Your account is valid at any FatPort location.

What forms of Payment do you accept?

You can purchase access time online using your Visa, MasterCard, or American Express - and you can purchase a Pre-Paid FatCode from FatPort authorized dealers.

Is my billing information secure?

Yes. All credit card information is passed through 128-bit SSL encryption - the same level of encryption used by the banks.


Frequently Asked Questions:

Getting Started:

1. What is the FatPort Network?

2. What gear do I need to connect to FatPort Network?

3. What do I do when I get to a FatSite?

4. I don't have a wireless network card. Where can I get one?

Finding a location:

5. Where are the FatPort locations?

6. How do I tell if I'm at a FatPort location?

7. What if my favourite coffee bar / lounge / restaurant / airport waiting room doesn't have FatPort?

8. I am at a FatPort location. How do I start?

Service:

9. What is the range of coverage?

10. How much does the service cost?

11. How do I subscribe?

12. Can I get online right away?

Technical Support

13. Do I need to load software or change settings on my computer?

14. How do I set up my Wi-Fi wireless card to work with FatPort?

15. How safe is FatPort Network?

16. Can I connect to my company's network?

17. Can I do everything I would at the office on FatPort Network?

18. What if I forget my password?

WiFi Hotspot

1. Who installs the network?

2. Will my business be disrupted by lots of workers drilling holes in my walls?

3. Will FatPort network equipment impact on my decor?

4. Who is responsible for maintenance?

5. Is there training available for my staff?

Please contact us at helpdesk@fatport.comwith any other questions.


FAQ - Answers

Getting Started

1. What is the FatPort Network? top

FatPort Network is a broadband wireless network offering high-speed internet access from a number of locations across Canada. FatPort Network allows you to get away from your desk and out of the office. Access your email, use your VoIP phone, or simply surf the Internet using the same portable devices you already use at home or the office.

2. What gear do I need to connect to FatPort Network? top

All you need is your portable device, be it a  a laptop, Smart Phone, Blackberry, IPhone or Tablet.  Most laptops/tablets/etc manufactured now already have Wi-Fi cards installed, although check as there may be a switch or setting to "turn on wifi".

3. What do I do when I get to a location? top

All you need to do is open up a web browser in any FatPort location. Our hardware automatically redirects you to FatPort's login screen.

4. I don't have a wireless network card. Where can I get one? top

Wireless cards are available anywhere electronics or computer equipment is sold.


Finding a Location

5. Where are the FatPort Locations? top

Call our helpdesk or Burnaby office for locations in your area.

6. How can I tell if I'm at a FatPort Location? top

Simply check your web browser or search for networks, and you’ll find us!  If you are at a location, you will be automatically directed to our log in page.  If you see the FatPort Login Screen, you're all ready to go.

7. What if my favourite coffee bar / hotel / lounge / restaurant / airport waiting room doesn't have FatPort? top

Find the manager and ask for FatPort! We want to be wherever you are, and are very open to setting up new locations. Any help you can give us with this will be rewarded with free time on our network - fill out a Location Suggestion form, and we will do our best to deploy there. But if you actually have a favourite airport waiting room, you really need to spend less time travelling.

8. I am at a FatPort location. How do I start? top

Assuming your network card is correctly configured (click here for more details on configuring your network card), open your web browser before doing anything else. Our software automatically catches you and gently boots you over to our login page. From here, you can register an account, login, and purchase as much access time as you need.


Service

9. What is the range of the coverage? top

We provide enough service for the immediate venue, but due to the nature of the technology, the signal will "leak" to nearby buildings. Since we're opening in more and more places all the time, it's getting more and more likely that you'll be able to use FatPort's Network wherever you are.

10. How much does the service cost? top

We offer a variety of plans for your needs. When you need access a bit at a time, consider our 120-minute/60 day plan for $9.95. We'll bank unused time so you needn't worry about wasting it. Or ignore the clock with our 24-hour consecutive access also at $9.95. We also provide our regular customers with a more economical and convenient deal. If you find yourself constantly purchasing small blocks of time, consider a $34.95 monthly subscription plan. Check out the Services page for more details.

11. How do I subscribe? top

Go to our “Open an Account” page or “My Account/Login”.  In a FatPort Location, we automatically send your browser to the login or join now page when you open your browser. If you need more assistance, give us a call at 1-866-FAT-PORT and speak with one of our helpful technical support assistants.

12. Can I get online right away? top

Yes! Once you've signed up, your account is active and ready to use.


Technical Support

13. Do I need to load software or change settings on my laptop? top

There is no extra software to load - so long as you have an operating system, web-browser and 802.11b wireless card, your laptop will work with FatPort. You may need to adjust your hardware settings. Refer to our card-specific help for further information.

14. How do I set up my Wi-Fi wireless card to work with FatPort? top

Due to the large number of cards available on the market, please call our technical support desk at 1-866-FAT-PORT

15. How safe is the FatPort Network? top

Keeping your connection secure is our highest priority. We strongly recommend that our customers be aware of the security concerns of wireless networking and ensure the security of their Internet connections. Like any internet connection, including DSL and cable, the FatPort network is not inherently secure.

We support 3rd-party VPNs but cannot otherwise be responsible for any customer-initiated security measure. It is your responsibility to adopt those security measures which are best suited to your situation. Please read our Customer Service Agreement for a complete disclaimer of liability. For more information regarding specific security options, please click here.

16. Can I connect to my company's network? top

It's actually up to your company. You can connect to your company's network if your company allows remote access. As an extra security measure, many companies use VPNs, or Virtual Private Networks. FatPort is generally compatible with this software. Have your company's IT department contact a FatPort technical assistant at helpdesk@fatport.com for further details.

17. Can I do everything I would at the office on the FatPort Network? top

Yes! Your office comes along with you - and the coffee is probably better.

18. What if I forget my password? top

To ensure your account's security, we don't store your passwords in a readable form. Give us a call at 1-866-FAT-PORT (328-7678) to answer the secret question you set up in the sign-up procedure. We'll give you a new password.


WiFi Hotspot

Check out our detailed description of what's involved in becoming a FatPort site on our WiFi Hotspot page.

1. Who installs the FatPort Network? top

Our team of specialists installs the FatPort Network in your business.

2. Will my business be disrupted by lots of workers drilling holes in my walls? top

No. We may need to arrange a 3rd party to install a high-speed internet line, either cable or ADSL, but if you already have this installed - then the FatPort Network is truly plug-and-play.

3. Will the FatPort Network equipment impact on my decor? top

Likely not. Our equipment is very small - it easily hides away under the counter or into a small cabinet. If you require extra coverage, we may need to install a small antenna, but will install it in as low-profile a location as possible.

4. Who is responsible for maintenance? top

Our staff constantly monitors the system 24 hours a day, 7 days a week so that we can quickly respond to any problems.

5. Is there training available for my staff on the system? top

Absolutely! We want you to feel comfortable talking to customers about the FatPort experience. We also have support staff available: toll-free at 1-866-FATPORT (328-7678) or at helpdesk@fatport.com to answer any of your questions.