IPass Wifi failures on DL

Old Dec 3, 2017, 8:38 am
  #1  
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IPass Wifi failures on DL

I am at LAX from SYD and have 10 more hours to return home. A little frustrated at trying to go from TBIT to T2 but that is a different story.

I was one of those who jumped on that thread about 3 months ago about an iPass account through US Mobile that cost $10 a month. I used the US Mobile iPass for a month including 747 flights to/from PVG. I had wifi access on all my international and domestic flights on DL using the iPass app.

However, on my outbound to SYD the only time my regular iPass account worked was ATL-LAX. The other two flights (OKC-ATL, LAX0SYD) including the 14.5 hour LAX-SYD I had to burn an AMEX pass. Today the iPass failed SYD-LAX. This is true after trying the app then a manual login that starts with selecting the roaming option.

The same kind of thing happened a few days earlier when I went to BOS. No iPass to.from OKC-ATL but it did work to/from BOS-ATL.

This is ridiculous considering what one has to pay for a regular iPass account. It seems I have maxed out their support options which BTW are not available on weekends which is when I travel the most. At one point, a support person said wait weeks for a solution that previously worked.

There is also a problem with the VPN activating on my iPass even when disabled. Finally, iPass has not worked on airport hotspots like SYD and AKL which contrasts to the initial tests.

Just a warning to those considering getting their office to sign on with iPass. I will compare notes with others at my office and see if we need to challenge the contract.
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Old Dec 26, 2017, 4:45 pm
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So.... I had a USMobile iPass saved up from when they were available, activated for holiday travel. First flight it didn't work, contacted gogo support chat, they gave me a free flight pass. WTG gogo chat. Emails iPass support to ask what's up for iOS? Turns out by their response, Gogo changed stuff around so a workaround is required, the iOS app works "intermittently" but I had a 100% failure rate on 2 other flights. They provided workaround instructions of logging in as a roaming account by logging in with an iPass account. Being a USMobile account holder, there is not direct iPass account available, there's a xxxxxx@usmobile email address. I told this to iPass support, they said to contact USMobile or do a password reset. I contact USMobile they said they only did billing for iPass, I needed to contact iPass support. I've exchanged no fewer than 4 email with iPass support telling them that I do not have access to the xxxxxx@usmobile email address, yet they insist that is the username and have told me to reset my password by putting that email address in. The latest time, they reset the password for me and sent it to the [email protected] address that I told them that I don't have access to.

Bottom line: Their service/support is freaking ridiculous. I will suck up paying more and be selective for when I need wifi. Don't get me wrong I like it, but iPass is just.. UGHHHHHHHH. I wish I had something more positive to report back about iPass... I really wanted to like it.
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Old Dec 26, 2017, 5:25 pm
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I have had the same issues on DL with iPass. I've had my corporate IT folks connect to iPass and supposedly a fix is in the works, but that's been the case for a month or more.
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Old Dec 26, 2017, 11:45 pm
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iPass is still broken on DL and AS for me as of yesterday
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Old Dec 27, 2017, 8:01 am
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Originally Posted by kulflyer
iPass is still broken on DL and AS for me as of yesterday
I think this is a general iPass/GoGo problem, not limited to specific airlines. I've seen coworkers complain of the problem on AA flights as well, while claiming it works fine on DL. The problem seems to vary from plane to plane and sometimes will even work at different times on the same flight in my experience.

Although not consistent with OP's experience, most of what I've heard is that if you do the manual login via the "Roaming" link, it should work.
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Old Dec 27, 2017, 4:21 pm
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I am not flying for a few weeks due to routine foot surgery. This is a brief update on my OP since the thread is now active.

iPass failed on DL #64 LAX-ATL (Dec 6). This included trying the manual login which again got me as far as the CAPTCHA feature then claimed a connection complication. I forwarded logs and screen shots to iPass tech support. Gogo worked on this flight and fortunately I had an AMEX pass to burn. Identical results for DL #1094 ATL-OKC.

I would like to know if others got the manual login - or any login recently - to work. After the BOS disaster I was fully prepared for the SYD trip which at the end of the day did not resolve my iPass issues.

I convinced my office to sign a contract with iPass and at this point feel like my credibility is on the line. It would provide some relief if it can be documented that this is a systematic issue that will be resolved in the near future or as one iPass tech said "in a few weeks".
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Old Dec 27, 2017, 6:03 pm
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Originally Posted by jordyn
I think this is a general iPass/GoGo problem, not limited to specific airlines. I've seen coworkers complain of the problem on AA flights as well, while claiming it works fine on DL. The problem seems to vary from plane to plane and sometimes will even work at different times on the same flight in my experience.

Although not consistent with OP's experience, most of what I've heard is that if you do the manual login via the "Roaming" link, it should work.
^

I have had iPass for 4+ years. No issues with gogo but yes you do have to scroll down and go thru the Roaming option and login with email/password.

The iPass app is generally useless for logging in at many iPass hotspots. My opinion is gogo inflight WiFi generally sucks because of gogo and not ipass; slow and frequent timeout problems.
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Old Dec 28, 2017, 5:21 pm
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Originally Posted by seawolf
^

I have had iPass for 4+ years. No issues with gogo but yes you do have to scroll down and go thru the Roaming option and login with email/password.

The iPass app is generally useless for logging in at many iPass hotspots. My opinion is gogo inflight WiFi generally sucks because of gogo and not ipass; slow and frequent timeout problems.
Can you confirm that iPass - manual or app - has worked on all DL Gogo flights domestic and international for you in the past 30-40 days?
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Old Dec 28, 2017, 7:29 pm
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Manual login via roaming partner worked on domestic flights including Canada two weeks ago. ipass app havent worked with Gogo in years.
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Old Dec 29, 2017, 7:34 am
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Originally Posted by seawolf
Manual login via roaming partner worked on domestic flights including Canada two weeks ago. ipass app havent worked with Gogo in years.
Then you and I have two quite different stories assuming we are both talking about GoGo on DL metal.

On the one hand, the iPass app has worked on occasion for me and on the other hand not even a manual login could connect me to GoGo on DL domestic or international flights.

Again, look at my OP where this is a startling contrast to the initial 30 day test that included PVG with no problems that remained true past my trip to Germany via CDG.
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Old Dec 29, 2017, 10:40 am
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Never had an issue going thru roaming partners link. Worked on both DL and AA gogo.
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Old Feb 2, 2018, 5:53 am
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I got an email yesterday from the iPass account manager for my office. He confirmed that many have been having issues using IPass especially on DL but also AA. If others in my office are encountering as many problems as I did while still flying it would be reason to cancel the contract.

iPass claimed that recently a patch has been tested on both DL and AA. I was told that if that went well that DL would roll out the patch across the fleet starting today and AA would follow at the end of the month. Up to this point the patch was tested on 25 flights each on both DL and AA.

This scenario implies that Gogo did something to interrupt iPass. I had no problems up through a September trip to Germany but after that it was more miss than hit.

I had foot surgery two months ago and do not fly again until February 20. I would appreciate an update from anyone who continues to have problems with iPass on DL or those who were fortunate enough to be on flights that worked anyway or especially if you know it worked okay with the Gogo patch.
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Old Feb 2, 2018, 8:12 am
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Mine worked fine through the fall, using the ipass application on windows and t IOS the authenticate with gogo with no issue. Something happened at that point that broke at pretty much all the time, and as of this AM I still can't log in with the application.

If I log in through the gogo captured portal using the roaming link and my IPass password it works.
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Old Feb 2, 2018, 8:36 am
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So the so called manual-login always works for you?

Do you place "ipass." at the front of your password?
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Old Feb 2, 2018, 8:58 am
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iPass has not worked for me since October. Live chat has resolved the problem on a case-by-case basis
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