Frequently Asked Questions

Wired connection:

Connect the ethernet cable from the wall to your computer.

Wireless connection:

Click the wireless icon and choose the hotel-provided network to connect. After connecting you may need the login name and password provided by the hotel.

Try opening a different page such as www.msn.com or www.yahoo.com, or switch to a different browser such as Chrome or Firefox.

First, check your proxy settings. In Internet Explorer go to Tools → Internet Options → the Connections tab, then LAN Settings, and uncheck all three boxes.

Next, make sure your computer is set to use DHCP (obtain IP automatically). Go to Control Panel → Network and Sharing Center, click Wireless Network Connection and select Properties, then double-click Internet Protocol (TCP/IPv4) and check the boxes for "Obtain an IP address automatically" and "Obtain DNS server address automatically".

For customer service please call (800) 415-0895. The HSIA guest support call center is located in the US and staffed by trained agents.

The Hexcare Gateway is offered in four tiers — Light, PRO, Deluxe and Deluxe Pro — ranging from a light load of 20/50 users at 20/50 Mbps up to a high load of 100/2000 users at 100/500 Mbps. We'll help match the tier to your expected guest load.

Yes. The HSIA guest support call center is located in the US and staffed by highly trained agents, reachable on a toll-free number.

Yes. Installation, technical support, and ongoing system maintenance are all handled by the Hexcare team — the people who built the product.

Continuous network monitoring watches the health of every component, helps keep uptime high, and generates network performance statistical reports — so problems are often caught before a guest notices.