SKY Wi-Fi Q & A

Overview
1.Q: What is EVA Air SKY Wi-Fi?
A: EVA Air SKY Wi-Fi is a service that allows you to wirelessly connect to the internet from your personal electronic devices (laptop, tablet or smartphone) while inflight.
2.Q: Is there a special name for EVA Air’s in-flight Wi-Fi service?
A: Yes, it’s “EVA Air SKY Wi-Fi.”
3.Q: Who is the EVA Air SKY Wi-Fi’s service provider?
A: Deutsche Telekom.
4.Q: What types of devices can I use to connect to the EVA Air SKY Wi-Fi network?
A: EVA Air SKY Wi-Fi is accessible with any wireless LAN-compatible device (including laptop computers, smartphones and tablet devices).
5.Q: Do I need to pay for the EVA Air SKY Wi-Fi connection?
A: Yes, you will need to pay to connect to the internet through EVA Air SKY Wi-Fi.
6Q: Which of the EVA Air aircrafts offer SKY Wi-Fi access?
A: The EVA Air SKY Wi-Fi access will be available on Boeing 77A aircrafts, which will join our fleet in succession from May 2014 onwards.
Fees
1.Q: How is the EVA Air SKY Wi-Fi charged?
A: Currently there are three charging rates for EVA Air SKY Wi-Fi, payable online by credit card:
  1. US$11.95 for 1 hour  
  2. US$16.95 for 3 hours
  3. US$21.95 for 24 hours
2.Q: I have a Free EVA Air SKY Wi-Fi voucher card; how do I use it?
A: From the login website of EVA Air SKY Wi-Fi:
  1. Click on “Enter” to read the User Terms and Conditions;
  2. Select "I Agree" after reading the terms and conditions;
  3. Type in the security code and you will be directed to the payment page;
  4. Enter your username and password (printed on the Free EVA Air SKY Wi-Fi Trial Card) in the boxes on the page’s right-hand side;
  5. Once you have logged in successfully, the Wi-Fi connection time will start.
3.Q: How are the charging times for 1-hour, 3-hour and 24-hour EVA Air SKY Wi-Fi connection calculated?
A: Once you have made the payment and logged in to EVA Air SKY Wi-Fi service, the countdown will start until the expiration time, even if you log out halfway through. Also, if your journey consists of multiple segments, as long as you are flying on an EVA Air SKY Wi-Fi-enabled flight, you can re-connect to our Wi-Fi network by logging in again during each new segment within 24 hours of the EVA Air SKY Wi-Fi purchase.
4.Q: What do the “Estimated remaining time until Wi-Fi disconnection” and “Estimated remaining connection time on this flight” on the homepage mean after I logged in to the EVA Air SKY Wi-Fi service?
A:
  1. Estimated remaining time until Wi-Fi disconnection: the estimated amount of time before arriving in an area without Wi-Fi access (e.g., the polar region, China or other places not covered by our satellite-based Wi-Fi network, which will cause a temporary disconnection).
  2. Estimated remaining connection time on this flight: the amount of remaining available time for EVA Air SKY Wi-Fi connection on this flight (to serve as a reference for you to decide on the 1-hour or 24-hour purchase)
5.Q: What types of credit cards does EVA Air SKY Wi-Fi accept?
A: VISA, MasterCard, American Express, Diner Club and JCB.
6.Q: How do I get a receipt for purchasing the EVA Air SKY Wi-Fi service?
A: A receipt will be automatically sent to the e-mail address you provided during the credit card purchase process.
User Requirements
1.Q: Which browsers are compatible with EVA Air SKY Wi-Fi?
A: To access the EVA Air SKY Wi-Fi network, your mobile device must be equipped with any of the following browsers:
  1. Internet Explorer 8 or higher
  2. Safari 5 or higher
  3. Firefox 3.6 or higher
  4. Google Chrome 10 or higher
  5. Opera 10 or higher
2.Q: Are power outlets available on the 77A aircrafts?
A: Yes. Seats with laptop-supporting, built-in 110V AC outlets are available in our Royal Laurel Class and Elite Class (as well as part of the Economy Class). Meanwhile, every seat in our cabins has a built-in USB port to keep your cell phone or other mobile devices charged.
3.Q: Is EVA Air SKY Wi-Fi available throughout the flight?
A:
  1. EVA Air SKY Wi-Fi is available only when an aircraft is 20,000 feet or higher above ground. All electronics/telecom devices must be turned off during take-offs and landings.
  2. EVA Air SKY Wi-Fi is a service enabled by a communication satellite. It will be unavailable in regions not covered by the satellite network (e.g., the Arctic).
  3. The EVA Air SKY Wi-Fi service provider is applying to China’s government for an operating permit. Currently, there will be temporary Wi-Fi disconnections when the airplane flies over China, Hong Kong and Macau.
4.Q: I have a laptop computer and a smartphone; do I need to pay for their internet connection separately?
A: The EVA Air SKY Wi-Fi connection time you’ve purchased can be used on multiple mobile devices, but only one device can be connected to the network at a time.
For example, if you want to shift the Wi-Fi connection from a laptop computer to a smartphone, simply log out of the service from your laptop and log into it again on the smartphone, using the same set of username and password.
Products
1.Q: How fast is the EVA Air SKY Wi-Fi connection?
A: Just like any other public Internet network, the actual speed of EVA Air SKY Wi-Fi connection depends on the number of users and the satellite signal strength.
2.Q: Does EVA Air SKY Wi-Fi have any usage restrictions?
A:
  1. To avoid disturbing the other passengers, VoIP or IP phones are prohibited.
  2. The EVA Air SKY Wi-Fi service will be unavailable when the airplane flies above the Arctic or China. The Wi-Fi disconnection in Polar Regions may last up to 3.5 hours, depending on the season and the route.
  3. This service is based on satellite transmission; therefore, the status of connection will depend on the satellite’s signal strength.
  4. To protect the rights of other passengers, the Wi-Fi service has disabled connection to websites that may contain obscene, indecent, malicious or illegal content.
3.Q: What may cause sudden disconnections after I’ve logged into EVA Air SKY Wi-Fi?
A: Compared to ground-based Wi-Fi networks, in-flight connection is susceptible to weather or location factors. Therefore, you may experience Wi-Fi disconnections when the aircraft flies over regions of no or weak signals.
Customer Assistance
1.Q: I turned on my device and tried to access the EVA Air SKY Wi-Fi network but failed. What could be the problem?
A: Please consult the EVA Air SKY Wi-Fi user manual in the pocket of the seat in front of you, and follow the troubleshooting steps to fix connection problems. Seek help from a flight attendant if the problem remains.
2.Q: Who should I contact If I have a question about EVA Air SKY Wi-Fi before departure?
A: You may seek assistance by sending an email to ecd@evaair.com or visiting www.evaair.com - Flying with Us - Connectivity and Power
3.Q: Can I ask for a refund if I’m not satisfied with the service after payment?
A: EVA Air SKY Wi-Fi is provided by our service partner. You may seek a refund via any of the following methods:
  1. Seek help from our service partner’s customer service staff by sending an email to hotspot@t-systems.com;
  2. Call our service partner’s customer service staff at +86-10-5924-0082 (international paid calls) or 00801863151 (toll-free number in Taiwan) for assistance.
4.Q: How do I file a complaint if I’m not satisfied with the service after payment?
A: EVA Air SKY Wi-Fi is provided by our service partner. You may file a complaint via any of the following methods:
  1. Seek help from our service partner’s customer service staff by sending an email to hotspot@t-systems.com;
  2. Call our service partner’s customer service staff at +86-10-5924-0082 (international paid calls) or 00801863151 (toll-free number in Taiwan) for assistance.