Frequently asked questions

Enter a public web address (e.g.yahoo.com) to redirect your web browser to solve this issue. If that doesn’t work, and if you know your company has special VPN, proxy or firewall settings set up on your computer, you may need to disable or adjust one or all of those settings and try again.

Occasionally, if you leave the Wi-Fi set up wizard and then attempt to open the BlackBerry^® Browser from the main menu, a “Network Not Found” message may appear. The reason for this is that the BlackBerry^® Browser on the 8820 does not default to Wi-Fi mode and will attempt to access the Internet from the cellular connection. As the cellular connection should be off while flying, this results in an error message: “The radio on the device is currently turned off or the battery is too low for the radio to be used. As a result, the browser cannot retrieve any web pages.”

              1. Select Options > Advanced Options > Browser and set the browser to BlackBerry^® Browser.

              2. Open the Menu and select Save.

              3. If you are in the browser: Select the Menu key > Options > Browser Configuration.                   

              4. Change the browser to BlackBerry^® Browser.

The Gogo mobile portal does not support credit card addresses outside of the United States, Canada, Mexico, UK, Germany and Japan due to size restrictions. As a result, if your credit card billing address is not located in one of these countries, you will need to use your laptop to purchase a Flight Pass, as many additional countries are available to use as your billing address. Once you have completed a purchase, you may then sign off of your laptop and access Gogo using a handheld device.

As you may be unable to access email at this time, we will be changing your existing password prior to allowing you to access Gogo. Since protecting your security is of utmost importance to Gogo, additional information is required to ensure that only the account owners may change their password