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frequently asked questions
Top 10 FAQs
Does Gogo restrict what content I may view?
Can I use Gogo in the airport terminal?
Is it safe to use Wi-Fi in flight?
What are the minimum requirements to use Gogo?
How do I know if my device is Wi-Fi enabled?
How secure is Gogo’s website?
How fast is Gogo?
Can I access my corporate network using a VPN?
What can I do if the Gogo Inflight Portal does not appear when I launch my web browser?
Can I use Gogo to place a call with my cellular or VoIP phone?
Does Gogo restrict what content I may view?
American Airlines has issued the following statement in regards to filtering offensive content: “While we have not currently experienced any issues with this, we want to be responsive to the feedback of our customers and employees. We are researching potential technology options that would filter pornographic content over the Aircell system.”
As a good partner to our airline customers, if asked, Aircell will work with them to implement such content filtering technology and policies as they deem appropriate to ensure the best possible inflight Internet experience for their passengers.
Can I use Gogo in the airport terminal?
Gogo is available only onboard specific planes and does not become active until the aircraft has reached a minimum altitude of 10,000 feet. Conversely, when the aircraft descends below 10,000 feet, Gogo will no longer be active.
Is it safe to use Wi-Fi in flight?
Passenger security and safety is of utmost importance to Gogo. Before allowing our service to be used onboard the plane, all aspects of its use were rigorously tested by Gogo and our airline partners and certified by the Federal Aviation Administration (FAA).
What are the minimum requirements to use Gogo?
In general, the minimum requirements to access Gogo are a supported web browser and a device with 802.11 a/b/g (Wi-Fi) wireless local area network (WLAN) capability. For a list of supported handheld devices, click here
Supported laptop browsers include:
• Microsoft® Internet Explorer® 6 & 7 (Windows® XP or Windows VistaTM)
• Mozilla® Firefox®
• SafariTM on Mac OS® X
Supported handheld device browsers include:
• Windows Mobile 5
• Windows Mobile 6
• Nokia N95 Mini-map browser
• Safari browser on iPod Touch and iPhone
• BlackBerry® Browser on 8320 and 8820 (in Wi-Fi mode)
How do I know if my device is Wi-Fi enabled?
For starters, check the List of Supported Devices. Otherwise, many devices are Wi-Fi certified and carry the Wi-Fi logo from the Wi-Fi Alliance.
Additionally, you may open the device’s connection manager – which is an application used to modify the handset’s network connections - and see if there is a reference to WLAN (wireless local area network), Wi-Fi, or 802.11. Typically the connection manager is located in a settings or applications folder.
Gogo has partnered with VeriSign, the leading Secure Sockets Layer (SSL) Certificate Authority. VeriSign is used by many of the world’s leading banks and financial institutions to secure sensitive financial transactions, such as Merrill Lynch, Charles Schwab & Co., Inc., and US Bancorp.
How does SSL work? An SSL Certificate consists of a public and private key. When information is passed from your laptop or device to a server, the public key encrypts your information and the private key deciphers the information when it arrives at its destination.
What does this mean to you? Without SSL encryption, packets of information travel through networks in full view. Imagine sending mail through the postal system in a clear envelope. Anyone with access to it could see the data. If it looks valuable, they might take it or change it.
Without third-party verification, how do you know a website is really a business you can trust? Imagine receiving an envelope with no return address and a form asking for your bank account number. An SSL Certificate helps Web site visitors protect sensitive information and get a better idea of who they are entrusting it to.
Gogo knows that your information is private; and with VeriSign, you can trust that it stays that way.
You should expect to experience speeds similar to the mobile broadband experience on the ground.
Can I access my corporate network using a VPN?
Yes, you can. If your employer has provided you with a Virtual Private Network (VPN) client and a firewall, you can seamlessly access your corporate network. As with any wireless communication, VPNs are not inherently secure. Therefore, Gogo recommends that you take appropriate measures to ensure the security of your wireless connections.
See the Privacy Policy posted on our website for additional security information.
NOTE: While logged onto your corporate VPN, the Status Window will not function. Also, you will need to disable your VPN if you wish to return to any of the Gogo pages on the Internet.
What can I do if the Gogo Inflight Portal does not appear when I launch my web browser?
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.
Can I use Gogo to place a call with my cellular or VoIP phone?
Using cellular network services (voice or data) during the flight is not currently allowed by the FCC. When you can’t call, however, you can still Gogo! with most Internet applications, you can email, IM or just browse the web for information, so you don’t have to wait until you’re on the ground to keep in touch. Please note: VoIP services are also currently prohibited.
