United Wifi is Unusable / Problems Connecting to United_Wi-Fi
#406
Join Date: Jan 2011
Location: San Antonio, TX
Programs: 1K
Posts: 784
I've received vouchers for my help on flights... but they require filling out a form online afterward. And, 50% of the time the FA's forget to file the voucher with UA... and then the code appears "invalid" online. They never tell me that it is worth anything to begin with.
Last edited by hookthem; Jun 22, 2018 at 5:03 pm
#407
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,095
UA 1205 KOA/LAX 737-900 Ship #3828 . No overwater internet, wifi in plane failed about 1 hour into the flight. Two reboots didn't help.
#408
Join Date: May 2005
Programs: AA Platinum Pro
Posts: 333
Just hit fourth of last four UA flights with unusable wifi
As usual FAs just shrug. I completely understand they can't fix or control it, but their reaction makes it even more clear that this is pretty much status quo now (if it wasn't already clear from my four straight flights without it working, of course).
All four flights on different domestic routes, different equipment, no over water, both on my mobile and laptop, and confirmed by other pax.
Impossible to ever actually confirm if refund received, and it's a giant pain to apply for.
All four flights on different domestic routes, different equipment, no over water, both on my mobile and laptop, and confirmed by other pax.
Impossible to ever actually confirm if refund received, and it's a giant pain to apply for.
#409
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,160
The flights I do have issues with as you said, it's not worth it.
#410
Join Date: May 2005
Programs: AA Platinum Pro
Posts: 333
I'm in a fun live chat with GoGo trying to get a refund (because of course United makes you do those wifi refund requests directly with!), and the agent first offered me credits to two future flights. I said I preferred an actual $ refund, he said ok, it would be in next couple of days and gave me a confirmation number. I asked if it would go on my credit card currently on file, or the original one charged, since a few days ago I'd had to cancel that original one due to theft? He said not a concern, the refund would "go on my bank statement".
I asked which bank statement, as GoGo has no access to my bank information, and I pay for each wifi purchase separately by credit card. He had to go find a supervisor, and eventually came back and said it can go to the new credit card.
So a full 15 minutes of my time wasted to get $14 back.
I asked which bank statement, as GoGo has no access to my bank information, and I pay for each wifi purchase separately by credit card. He had to go find a supervisor, and eventually came back and said it can go to the new credit card.
So a full 15 minutes of my time wasted to get $14 back.
#411
Join Date: Jan 2016
Programs: UA 1K; *G, AA Plat
Posts: 1,700
I'm in a fun live chat with GoGo trying to get a refund (because of course United makes you do those wifi refund requests directly with!), and the agent first offered me credits to two future flights. I said I preferred an actual $ refund, he said ok, it would be in next couple of days and gave me a confirmation number. I asked if it would go on my credit card currently on file, or the original one charged, since a few days ago I'd had to cancel that original one due to theft? He said not a concern, the refund would "go on my bank statement".
I asked which bank statement, as GoGo has no access to my bank information, and I pay for each wifi purchase separately by credit card. He had to go find a supervisor, and eventually came back and said it can go to the new credit card.
So a full 15 minutes of my time wasted to get $14 back.
I asked which bank statement, as GoGo has no access to my bank information, and I pay for each wifi purchase separately by credit card. He had to go find a supervisor, and eventually came back and said it can go to the new credit card.
So a full 15 minutes of my time wasted to get $14 back.
#412
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,095
I'm in a fun live chat with GoGo trying to get a refund (because of course United makes you do those wifi refund requests directly with!), and the agent first offered me credits to two future flights. I said I preferred an actual $ refund, he said ok, it would be in next couple of days and gave me a confirmation number. I asked if it would go on my credit card currently on file, or the original one charged, since a few days ago I'd had to cancel that original one due to theft? He said not a concern, the refund would "go on my bank statement".
I asked which bank statement, as GoGo has no access to my bank information, and I pay for each wifi purchase separately by credit card. He had to go find a supervisor, and eventually came back and said it can go to the new credit card.
So a full 15 minutes of my time wasted to get $14 back.
I asked which bank statement, as GoGo has no access to my bank information, and I pay for each wifi purchase separately by credit card. He had to go find a supervisor, and eventually came back and said it can go to the new credit card.
So a full 15 minutes of my time wasted to get $14 back.
#413
Join Date: Mar 2009
Location: SJC / DPS
Programs: AS G75K, UA Silver
Posts: 1,757
I foolishly bought a monthly subscription and my WiFi was completely in-op on my last 6/7 flights this week. I really don’t know what’s going on but it’s so much worse than before.
anyone have luck getting the subscription refunded?
anyone have luck getting the subscription refunded?
#414
Join Date: Jul 2010
Location: CMH
Programs: UA 1K, 1MM, HH Diamond, Marriott Gold
Posts: 745
Yesterday UA 896 HKG-ORD - purser announced after push back that WiFi wouldn't work. I was really planning on getting caught up on work email after 2 weeks in mainland China.
#415
Join Date: Jul 2015
Location: San Francisco
Programs: UA MM Plat, UA 1MM, Hilton Lifetime Gold, Marriott Gold, Hertz Gold, CLEAR, AS MVP Gold
Posts: 3,617
Just did a BOS-SFO run with tons of work to do. Wi-Fi failed immediately to add to that no in-flight entertainment. With delays (tarmac hold) it was over a 6 hour flight with only an old news paper to read. I sent and email to UA CS and all they said was they would refund me the Wi-Fi fee and sent me a form for reimbursement. I considered that a slap in the face, essentially ZERO compensation. Complain to UA CS perhaps you'll be luckier than I.
#416
Join Date: Mar 2015
Posts: 1,620
Wife flew SFO-DFW and Wi-Fi died soon into the flight, so again she requests a refund and it is granted like always, except they have now issued seven refunds, the wife called UNITED and she was told that is impossible as the agent has worked for UNITED for 27 years and she has never scene nor heard of UNITED issuing seven refunds to a customer and refuses to even look into it.
Listen, we are happy to keep UNITED's money, but we were trying to do right thing. The wife called the credit card company and they told her that they cannot do anything as it is refund and not a charge, but if she is worried that UNITED might suck back the money automatically, she should just assume that only one refund was issued and pay the bill as such (ignoring the six other refunds).
Listen, we are happy to keep UNITED's money, but we were trying to do right thing. The wife called the credit card company and they told her that they cannot do anything as it is refund and not a charge, but if she is worried that UNITED might suck back the money automatically, she should just assume that only one refund was issued and pay the bill as such (ignoring the six other refunds).
Last edited by kmersh; Jul 13, 2018 at 11:24 am Reason: replaced was with is
#417
Join Date: Jul 2014
Location: BOS
Programs: 1MM, UA 1k
Posts: 529
Just did a BOS-SFO run with tons of work to do. Wi-Fi failed immediately to add to that no in-flight entertainment. With delays (tarmac hold) it was over a 6 hour flight with only an old news paper to read. I sent and email to UA CS and all they said was they would refund me the Wi-Fi fee and sent me a form for reimbursement. I considered that a slap in the face, essentially ZERO compensation. Complain to UA CS perhaps you'll be luckier than I.
That said, what kind of compensation are you expecting?
#418
Join Date: Jul 2015
Location: San Francisco
Programs: UA MM Plat, UA 1MM, Hilton Lifetime Gold, Marriott Gold, Hertz Gold, CLEAR, AS MVP Gold
Posts: 3,617
I figured they would throw me cash voucher for my inconvenience. I was far from the only one complaining, many had work to do as this typically is a big business run. 6+ hour flight and most business flyers have an expectation to work on it (afternoon/evening UA 2400). This can be crippling to some, luckily I didn't have deadlines to meet the next day. Add to this the in flight entertainment system went down. I have been thrown vouchers for what I consider less inconvenience than this fwiw.
#419
Join Date: Feb 2002
Location: BNA
Programs: HH Gold. (Former) UA PP, DL PM, PC Plat
Posts: 8,184
An internal publication had some more detailed information on the 737 wifi problems and what is being done to correct them.
The recent reduction in wifi reliability was caused, in large part, by a software upgrade that was intended to address Android PDE streaming compatibility issues. A software fix is currently being deployed to all 737s with a scheduled completion by the end of August. A follow-on release is planned for a trial period starting at the beginning of August that will address the remaining software bug issues.
The article also mentioned that the 737 NGs have a 3-WAP system and the MAX has a 5-WAP system. Both systems are designed so that they can continue to provide full coverage with a single WAP failure. Doesn't really mean much to us from a practical standpoint but I thought it was interesting as I had wondered how many access points they were using.
Anyway, hopefully we will start seeing improvements very soon.
The recent reduction in wifi reliability was caused, in large part, by a software upgrade that was intended to address Android PDE streaming compatibility issues. A software fix is currently being deployed to all 737s with a scheduled completion by the end of August. A follow-on release is planned for a trial period starting at the beginning of August that will address the remaining software bug issues.
The article also mentioned that the 737 NGs have a 3-WAP system and the MAX has a 5-WAP system. Both systems are designed so that they can continue to provide full coverage with a single WAP failure. Doesn't really mean much to us from a practical standpoint but I thought it was interesting as I had wondered how many access points they were using.
Anyway, hopefully we will start seeing improvements very soon.
#420
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Between AUS, EWR, and YTO In a little twisty maze of airline seats, all alike.. but I wanna go home with the armadillo
Programs: CO, NW, & UA forum moderator emeritus
Posts: 35,411
Flew SFO-EWR today and discovered after takeoff that WiFi was totally dead. It turns out that the circuit breaker had been tripped on the previous flight. It would have been nice if they had let us know prior to pushback that it wasn't going to be operable. I think that's the most frustrating part of this -- when the crew knows it won't be working but says absolutely nthing.