WiFi on the London Underground FAQs

General

What is WiFi on the London Underground?

EE provides WiFi internet access in partnership with Virgin Media at over 100 stations on the London Underground. It’s available in ticket halls, walkways & platforms, but not in tunnels or between stations.  You can use it with any WiFi enabled device like smartphones, tablets or laptops.

Where can I get it?

WiFi is available in over 100 London Underground stations. You’ll know when you’re in a WiFi-enabled station because you’ll see the WiFi Zone logo in the ticket hall and around the station. 

See all Tube stations with WiFi

Am I eligible? 

You ARE eligible if:

  • You are an active EE/T-Mobile/Orange mobile customer.
  • You are an EE/T-Mobile/Orange mobile broadband customer with a EE/T-Mobile/Orange mobile phone.
  • You are an active pay as you go customer and your account has been topped up with a minimum of £5 within the last 30 days. It can take up to two days from the date of your latest top-up to update your account and provide you with access to the services.

You are NOT eligible if:

  • You are a pay monthly customer and currently in arrears or your account is classified as bad debt.

It is free of charge for ALL eligible customers. 

Where does it work?

Virgin Media have installed WiFi hotspots in selected tube stations so that you get wireless internet access from the moment you enter the station at street level until your tube train leaves the platform.

There’s no coverage between stations and in tunnels but as soon as the train enters the next WiFi-enabled station your device will automatically re-connect to the internet. 

How easy is it to connect?

It’s simple. If you're an active EE, Orange or T-Mobile mobile customer, simply text EE WiFi to 9527. You’ll then receive your password to access the service when you next go on the Underground.
 
To access the service using the “Virgin Media WiFi” hotspot

Once underground just turn on WiFi and select the Virgin Media WiFi from the list of available networks. Then open your web browser and follow the prompts on the Virgin portal. Select EE and register using your EE/Orange/T-Mobile phone number and the password from the text message.

You can also sign up to receive a password from the Underground, but you’ll need to wait until you’re above ground to retrieve the password details.

Once you’ve connected to the WiFi once, you’ll automatically connect every time you re-enter a WiFi-enabled station (as long as WiFi is switched on on your device).

Occasionally software updates can reset login details and so in this case just register.

You can use up to three devices but you’ll need to register each device the first time you use it. Once you’ve registered on that device, it’ll be automatically recognised every time you connect to a Virgin Media WiFi hotspot and you won’t need to re-enter your details.

To access the service using the “EE WiFi-Auto” hotspot

Only devices that are capable of EAP-SIM authentication can access the London Underground WiFi using this access method.

As EAP-SIM authenticates the WiFi connection using the SIM in your device you can only connect with a device that has your SIM in it.

What can I do once I’m connected?

WiFi on the London Underground is ideal for emails, Facebook, Twitter, BlackBerry Messenger or checking the news. 

As there’s no WiFi signal between stations, the best way to use WiFi is to do things that only need a short connection time. Web content like streaming movies or downloading large files, which require a continuous connection, are best left to when you arrive at your destination.

As WiFi on the London Underground is a public service, some sites may be blocked because of their content or for legal reasons.

Why isn't there any service in the tunnels?

Virgin Media decided to focus on installing WiFi on the London Underground throughout stations first, such as in ticket halls and platforms. This is so that they can expand the network to as many stations as possible. 

Why does the EE WiFi Portal always appear when I open my browser in a station?

The EE WiFi Portal page comes up when you open your browser in a station because it give you instant access to information like the latest travel news and London Underground information. We thought this would be useful.

On the “EE WiFi-Auto” hotspot you should also get redirected to our portal page only if the browser activity is the first internet activity on the underground. 

The service  

Will all wireless devices work?

For the “Virgin Media WiFi” hotspot

Any device that can connect to a home, work or public WiFi network will be able to connect to WiFi on the London Underground.

For business devices, contact your IT department to find out whether they’ll work.

For the “EE WiFi-Auto” hotspot


Only devices that are capable of EAP-SIM authentication can access the London Underground WiFi using this method.

For business devices, please also contact your IT department to find out whether they’ll work.

How does the WiFi recognise me and reconnect me at every station?

For the “Virgin Media WiFi” hotspot

Once you register, WiFi on the London Underground will remember a unique device code that is used to authenticate your device to WiFi. This means that you’ll automatically connect to WiFi whenever you travel on the Underground. It works the same way as when you set your device to connect automatically to your WiFi at home.

For the “EE WiFi-Auto” hotspot

Unlike the “Virgin Media WiFi hotspot” you don’t need a password to log into the WiFi network as the validation is done in the same way as your phone does on the normal mobile network. This means that you’ll automatically connect to WiFi whenever you travel on the Underground if your WiFi is switched on.

Can my computer be hacked into or get a virus from using a wireless network?

This can happen on any connection whether it’s public or not. As with other public WiFi networks, we recommend that you have adequate security and anti-virus software on your device before you start using WiFi on the London Underground.

The majority of security risks online are spread via malware within certain web pages. Up-to-date security software should protect you from this.

How do I protect my device?

Many WiFi devices have protection built in. For the best advice on protecting your device, we recommend you contact the manufacturer or follow advice on their website.

Does Virgin Media block any content on WiFi on the London Underground?

 

As WiFi on the London Underground is a public WiFi network, Virgin Media has a responsibility to make sure the content available is suitable for young people, whether they access it themselves, or whether they accidentally see it over someone’s shoulder. So yes, they do block things. 

Where can I find the Terms & Conditions?

When you connect for the first time, you’ll see the relevant Terms & Conditions that you’ll be asked to accept before you can use the service. 

Or you can find the Virgin Media Terms & Conditions here

How do I switch the WiFi service between devices?

For the “Virgin Media WiFi” hotspot

You have a limit of three devices you can register with the service, and when this limit has been reached the next time you attempt to connect with a new device, your least-used device will be disconnected to make way.

For the “EE WiFi-Auto” hotspot


As authentication is done using the SIM in your device you can only connect with a device that has your SIM in it.

Connecting a Device

How do I connect to WiFi on the London Underground?

Connecting is really simple. To get started, you’ll need to be inside a WiFi-enabled station.

For full details on how to connect on your device, see the instructions below.

How do I connect to WiFi on the London Underground using the “EE WiFi-Auto” hotspot?

Apple – You’ll need to have the  right version of the handset software (iPhones iOS 7 and above, and SIM based iPads iOS 7 and above) to use the service.

In some circumstances Apple devices will prefer the “Virgin Media WiFi” hotspot if you’ve recently connected to it. If this occurs, just manually select the hotspot “EE WiFi-Auto” from the WiFi menu on the phone. This will let you automatically connect again without the need to sign in the next time you are in the underground.

Other devices - We’ll be adding relevant  Android, Windows and other devices as we confirm stability and compatibility of that particular device to the service.

How do I connect using my iPhone / iPad?

  1. Tap on the “Settings” App.
  2. Tap on “WiFi” in the list.
  3. Make sure that WiFi is "On", then tap on "Virgin Media WiFi" in the list of networks under "Choose a Network".
  4. Once you can see a tick next to "Virgin Media WiFi", open Safari to activate your device. 

For SIM based iPads you can either:

  • Register for service by texting 9527 from the tablet itself if it supports SMS.
  • Transfer the SIM into a handset and register for service by texting 9527.
  • Or use the username and password from another EE, Orange or T-Mobile SIM registered by texting 9527.

Texts to 9527 are free on an EE, T-Mobile UK, or Orange UK tariff plan.

How do I connect using my BlackBerry?

  1. Open "Manage Connections" from the main menu.
  2. Select "Set up a WiFi Network".
  3. Follow the guide to "Scan for networks".
  4. Once the scan is finished, select "Virgin Media WiFi" from the list of available networks and confirm that this is a WiFi hotspot / Public WiFi
  5. When the BlackBerry has connected, click to save the network details and then open the "Browser" to activate your device. 

How do I connect using my Android phone or tablet?

  1. Open "Settings" within the main menu and select "Wireless and networks".
  2. Make sure that WiFi is turned on and select "WiFi" settings.
  3. At the bottom of the page will be a list of available WiFi networks. Select "Virgin Media WiFi" from the list.
  4. Once the device has confirmed that it is connected, open the "Internet" icon to activate your device. 

For SIM based tablets you can either:

  • Register for service by texting 9527 from the tablet itself if it supports SMS.
  • Transfer the SIM into a handset and register for service by texting 9527.
  • Or use the username and password from another EE, Orange or T-Mobile SIM registered by texting 9527.

Texts to 9527 are free on an EE, T-Mobile UK, or Orange UK tariff plan.

How do I connect using a Windows 8 device?

  1. Click on the Windows icon. 
  2. Swipe left from the home screen to see the menu and go down to settings.
  3. In settings, select WiFi.
  4. Switch WiFi on and select Virgin Media WiFi once it’s finished searching. 
  5. Press the Windows button to return to your home screen, then open your browser (i.e. Internet Explorer)

My device isn’t listed above. How do I connect to WiFi on the London Underground?

If you’re stuck, please see the user manual for your device to get specific instructions on how to connect to a WiFi network.

Why do I get a message saying that I need to enable cookies?

Cookies allow us to recognise your device automatically when you enter a station. Cookies are regularly used by websites and WiFi connections to identify users.

How do I enable cookies on my device?

To enable cookies, just follow these steps for iPhones, iPads and BlackBerry and Android smartphones. For all other devices, please check your user manual which you’ll be able to find on the manufacturers’ websites:

iPhone / iPad

  1. Open Settings and tap on Safari.
  2. Under "Privacy", tap on "Accept Cookies" and select "From Visited".

If this process doesn’t work, try clearing your cookies and data as follows:

  1. Open Settings and tap on Safari.
  2. Under "Privacy", tap on "Clear Cookies and Data". 

BlackBerry

Cookies are automatically enabled on BlackBerry devices, but you may need to clear your old cookie data. To do this, just follow these steps:

  1. On the BlackBerry device Home screen, click "Browser".
  2. Display the menu and select "Options".
  3. Click "Cache Operations".
  4. Click "Clear History".
  5. Click “Clear” under the headings "Content Cache", "Pushed Content" and "Cookie Cache".

Android

  1. Open your main menu and launch "Internet".
  2. Open the menu within the browser and choose "Settings" and then "Privacy & Security".  
  3. Make sure that the check box by "Accept Cookies" is ticked.

If this process doesn’t work, try clearing your cookies and data as follows:

  1. Open your main menu and launch "Internet".
  2. Open the menu within the browser and choose "Settings" and then "Privacy & Security". 
  3. Click on "Clear all Cookie Data".

Windows Mobile

Cookies are automatically enabled on Windows Mobile devices. But you can check by following these steps:

  1. Click on your browser to launch it.
  2. Select ‘Options’.
  3. Select ‘Allow Cookies on my Phone’. 

What if "Virgin Media WiFi" is not found by my device?

For the “Virgin Media WiFi” hotspot

If this happens, it’s likely that you’re not in an enabled station yet or that you‘re out of range of a Virgin Media WiFi access point.
point. 

Find out if a Tube station is WiFi-enabled

If the station is enabled and you’ve tried connecting inside the station, try walking a few steps then search again for available WiFi networks.

For the “EE WiFi-Auto” hotspot

If you have a compatible EAP SIM device, just manually select the hotspot “EE WiFi-Auto” from the WiFi menu on the phone. This will let you automatically connect again without the need to sign in the next time you are in the Underground. 

What if I can connect but the service is slow?

Virgin Media have installed a huge amount of capacity at every WiFi-enabled Tube station, but it does have to be shared out amongst everyone. If the service is slow, it’s probably because the station is crowded and a lot of people are using it. Virgin Media will be monitoring speeds and increasing capacity if needed.

Please be aware that your experience of the service may also vary depending on your device.

I can normally sign in at one particular location but today it’s not working. Why not? This may be due to a number of issues, ranging from a fault on the service to something interfering with the WiFi signal. If it’s a fault on the network it will be fixed as quickly as possible.

If you see other people connecting but you can’t, try setting up your device again as you did when you first activated it.

After I’ve connected, I keep getting a message like “Page not available” or “Page not found”. What does this mean? If you’ve already connected to Virgin Media WiFi and get this message when you try to surf to a web page, it could be due to one of the following reasons:

  1. You’ve left the station and are out of range of one of our hotspots. In this case, please try again when you’re inside a WiFi-enabled station.
  2. You’ve misspelt the web address.
  3. As WiFi on the London Underground is a public WiFi network, Virgin Media has a responsibility to make sure the content available is suitable for young people, whether they access it themselves, or whether they accidentally see it over someone’s shoulder. So yes, they do block things.
  4. There’s a network fault in that location. Try moving to another spot in the same station, like further down the platform. Alternatively, try again at another WiFi enabled station.

How can I disconnect my device from the WiFi service?

To disconnect from WiFi on the London Underground, just turn off WiFi under settings on your device.

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