Is registration required?
Registration is required to use the WiFi in any of our venues. You only need to register once to enjoy The Cloud's WiFi service and access it in all of The Cloud's venues. You then log on using your username/password, rather than take time re-registering through the whole process again.
How do I connect to the network?
Connecting to Cloud WiFi is easy.
1. You simply need to connect to our SSID: '_The Cloud' in the WiFi settings of your device
2. Once connected, open your web browser and refresh the page
3. You will see The Cloud landing page and here you can login/register with your account
Once logged in you're good to go!
Please note that web based apps will not work until the connection has been established and you have signed in successfully via your web browser.
Does it cost to use the service?
The majority of our venues of Cloud venues are unlimited free however some give you a time limit and some are chargeable. The cost of the service depends on the venue in which you are located. If you happen to be at a site where payment is required, our landing page will prompt you to select a time limit of use from a list, and purchase using your credit card. To check your local free venues you may enter your postcode on our hotspot finder, or download the FastConnect app for iOS and Android.
How to log in at a free venue?
Once you've connected your device to '_The Cloud' WiFi SSID and you open your web browser you will be taken to our Cloud landing page - if not then just refresh the page. Once the page has loaded click the "Get Online" button.
You will then see the service selection screen. If you are not a Sky Broadband Unlimited or Connect customer, or a 4UWiFi subscriber then select The Cloud WiFi.
Once this is done you can either login with your existing Cloud account, or create a new one for free.
Once logged in or registered you are online! Your screen will tell you if the venue you are in has a time limit.
How will I be charged for my use?
It is impossible for The Cloud to charge without your knowledge. The majority of our venues are unlimited free, and you will always be informed when you login if it is not. The welcome page will give you this information and will display the relevant deal. In order for us to charge, you will be required to subscribe with us on our landing page and enter your bank card details.
Why does it log me off after 15 minutes?
Auto log off occurs when the account is inactive for 15 minutes, to avoid this simply continue to pass data traffic to and from your WiFi device.
I am seeing the Lost in The Cloud's message
This log in problem mainly occurs with smart phones, we have found that this issue can be resolved by amending your "cookies" settings on your device. Please perform the following:
Clear your History, Cookies and Cache all in the Safari tab in Settings.
Settings > Safari > 'Clear History' and 'Clear Cookies and Data'
Open the browser options screen.
Scroll down to General Properties and click to open.
Click to open the Cache menu.
Scroll down to Clear Content Caches and click to clear the cache and
Return to the General Properties screen.
Open a browser
Menu > More > Settings then clear cache, and clear all cookie data.
How can I cancel my account?
To cancel and deactivate your free Cloud account just email your details to email@example.com - we will then remove it for you.
If you wish to cancel a paid-for subscription to our chargeable venues then instructions are given in the WorldPay email you received when you subscribed. If you did not receive an email from Worldpay, please email us with the email address which you subscribed with and we will deactivate your account for you. For your information, you can re subscribe to The Cloud at any time using the same email address.
What is my activation code?
If you are at a free venue that requires an activation code, this code can be obtained from the venue staff. It is a mechanism by which the venue can authorize customers to use their service.
Can I access my VPN?
Our service does indeed allow VPN pass through, you must first connect to the service, open a web browser to authenticate the connection and then you may access you VPN as usual.
The connection speed is a key factor when connecting to a VPN, please try to locate the access point and attempt to be close to it.
I am having payment issues
If you have had any payment problems, please provide us with the dates of the transaction and an invoice if you have received one, we will then look to this payment and attempt to rectify this for you. You can send us this information in the help query form on the right.
Question not answered above? Please contact our customer support team on firstname.lastname@example.org