The Wi-Fi service is provided by Panasonic Avionics.

Via the aerial mounted on the top of the aircraft, we are connected to geostationary satellites orbiting the Earth at a height of 36,000 km. In order to deliver your emails and messages, the signal must travel up to the satellite and back down to one of the several ground stations around the world. These signals are then processed by the data centres and transmitted through the ground Internet network; thus distributing it to your friends and loved ones.

All messages and replies undergo this long journey. The passage of these signals is not only affected by the weather and terrain, but also involves many complex technologies. Even the cutting-edge engineering technique cannot resolve the latency which occurs while using in-flight Wi-Fi.

Though it is not like the broadband that you use on the ground, it is still pretty amazing to be able to stay connected while flying!

Wi-Fi is accessible with any wireless LAN-compatible device, including laptop computers, smartphones and tablets.

The Wi-Fi service is available only when an aircraft is 6,096 metres or higher above ground.

As the in-flight Wi-Fi is based on satellite communication, it will also be unavailable in regions not covered by the satellite network (e.g. the Arctic).

• In order to keep a respectful and quiet cabin environment, VoIP (Voice over Internet Protocol) calls are prohibited.
• 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.

Just like any other public Internet network, the actual speed of the in-flight Wi-Fi connection depends on the number of users and the satellite signal strength.

The bandwidth on the aircraft is about 12 Mbps and can be up to 250 Mbps on selected aircrafts. However, the bandwidth is shared between all users and is also affected by the number of aircrafts under the same satellite spot beam. Therefore, the actual bandwidth allocated to each passenger varies according to the situation.

Compared to ground-based Wi-Fi networks, the in-flight connection is much more susceptible to weather or location factors. Network disconnection may occur during satellite beam switching or in a flight area where the satellite signal is unavailable or weak.

Yes, you will need to pay for the in-flight Wi-Fi service. Currently, EVA offers complimentary Wi-Fi for a specific Fare Family product.

You can purchase an additional Wi-Fi plan after you finish using your free Wi-Fi session.

EVA offers complimentary Wi-Fi for certain Fare Family products (regardless of purchase channel), please refer to the Fare Family Special Offer page for more details. You are invited to access the Manage Your Trip page on the EVA website to acquire your Wi-Fi voucher code any time between 48 hours and 30 minutes prior to departure. Use this voucher code to activate the in-flight Wi-Fi service while on board the flight.

In-flight Wi-Fi is sold on board by our supplier, Panasonic Avionics, by data plan, listed as below:

1. Lite Messaging Plan 30 MB: USD 4.95
2. Standard Plan 100 MB: USD 14.95
3. Business Plan 300 MB: USD 29.95
4. Ultimate Plan: USD39.95

Notes:

• All data plans are limited to use within the flight (restricted by flight number and flight date) in which it's purchased. For instance, if a passenger with the itinerary BR67/01JAN TPE-LHR has remaining data on BR67/01JAN TPE-BKK, it can be used on BR67/01JAN BKK-LHR.
• Lite Messaging Plan is not suitable for web browsing or media streaming.

Any amount of data transmitted via in-flight Wi-Fi will be counted, including any text, images and videos.

Please make sure that you turn off any auto-update, auto-sync or cloud backup and location services function, otherwise your data will be consumed very quickly once you connect to the network.

You may use VISA, MasterCard, American Express, Diners Club, JCB and Discover credit cards or PayPal, AliPay, Apple Pay to make your purchase.

The Wi-Fi plan that you have 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 to a smartphone, simply log out of the service from your laptop and log in to it again on the smartphone using the same username and password.

A receipt will be automatically sent to the e-mail address you provided during the credit card purchase process.

After payment, the webpage will show a real-time data counter. We suggest that you do NOT close this page so that you can check your remaining data at any time.

If you close it accidentally, go to www.evawifi.com and click on "Get Online" to get back to the data counting page.

After purchasing, if you want to pause your connection, just simply click on the "Pause session" button below the data counting page to prevent any wastage.

Although the Internet technology is very advanced and mature nowadays, the network bandwidth and speed on the aircraft are still quite limited.

Below are some clever ways for you to save your data usage:

• Use the smartphone and its apps rather than browsers -- Most of the websites contain a lot of high-definition images and animations which consume a great deal of data.
• Compress it before sending -- Phones are now often equipped with professional camera lenses and they usually take very large photos.
• Turn off any auto-update, auto-sync or cloud backup syncing -- Disable all these functions before connecting to the in-flight Wi-Fi to prevent you from wasting your data.
• Avoid using any video streaming platform, such as YouTube, Netflix and iQIYI -- Streaming videos eats up a huge amount of data and bandwidth, and as in-flight Wi-Fi is susceptible to weather and various factors, it could take a substantial amount of time to stream, causing poor user experiences.

From the entry portal of the in-flight Wi-Fi:

1. Click on "Get Online" and you will be directed to the purchase plan page;
2. Click on the "Use a voucher or discount code" tab;
3. Type in your voucher or discount code and continue; you will be able to access the Internet once the code has been successfully verified.

Yes. Universal 110V AC outlets are available in Royal Laurel Class, Premium Economy Class and shared among each row in Economy Class (except for the last row in each Economy Class cabin). Meanwhile, every seat in our Wi-Fi fleet has a built-in USB port to keep your mobile phone or other mobile devices charged.

You might be unable to connect to the in-flight Wi-Fi for a few reasons:

• Altitude:

The Wi-Fi service is only available at a height of 6,096 metres or higher, usually around 20 mins after take-off until 20–30 mins before landing.

• Regions:

As the in-flight Wi-Fi relies on the signal transmission of the satellite, when the aircraft passes through airspace with weak or no signals, you will not be able to use Wi-Fi. Please wait for a while and try again.

• Wi-Fi history:

If you are unable to connect to "EVA-WiFi", you can try to clear the Wi-Fi history through the following steps:

Android — Go to Wi-Fi settings, long press on "EVA-WiFi", then tap "Forget network".

iOS — Go to Settings > Wi-Fi, tap the info button next to "EVA-WiFi", then tap "Forget This Network".

Now you can try to reconnect to "EVA-WiFi" again.

• Browser:

Using an old browser is a very bad idea. Not only could it make you unable to access the entry portal of the in-flight Wi-Fi but it could also put your devices at a safety risk. We suggest you check and update your browsers before getting on board. Minimum browser requirement as below-

1. Internet Explorer 11 or higher
2. Safari 9 or higher
3. Firefox 45 or higher
4. Google Chrome 50 or higher

• Entry Portal:

If the entry portal fails to pop up or you close it by accident, just open your browser and type in www.evawifi.com to access it.

• Sleep mode:

Wi-Fi may disconnect if you are in Battery Saver/Sleep mode or when your iPhone is locked.

Android (Android 8.0 or lower) — Go to Wi-Fi Settings > Wi-Fi preferences > Keep Wi-Fi on during sleep, and choose "Always".

iOS (iOS 9 or higher) — Turn off Bluetooth; go to Setting > Cellular or Settings > Mobile Data, then scroll down and turn off "Wi-Fi Assist".

• VPN:

VPN can be difficult to use as it could take a substantial period of time to load a great amount of data.

In-flight Wi-Fi is provided by our service partner Panasonic Avionics. You may seek their advice via any of the following methods:

• Seek help from our service partner's customer service staff by sending an e-mail to customercare.tw@panasonic.aero;
• Call our service partner's customer service staff at +1-888-4881541 (USA toll-free number) for assistance.