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Need Further Support?

Fill out this form to log a support ticket with our team and we'll be in touch to answer your questions as soon as possible.
Got a question for our technical team? We’re available 24 hours a day, 7 days a week, all year round.
Get in touch on 0344 848 9555 or open a support ticket using the form.


Get WiFi SPARK Support

Your Account

Technical Support

TV Bedside Units Information

WiFi SPARK and Hospedia

Terms of Service

Your Account

I’ve forgotten my login details — can I get a reminder?

Forgotten your password? If you’ve forgotten your password, you can click the ‘Forgotten Password’ link underneath the login fields in the portal. We’ll then email you a reset link.

If the WiFi is the only way you can access your email to receive the reset link, then please call our helpdesk on 0344 848 9555, where they’ll be able to resolve your issue over the phone.

Forgotten your username? If you’ve forgotten your username, call 0344 848 9555 and dial option 2 or raise a support ticket using the form above.

How can I log a support ticket?

To log a ticket, you first need to register for an account. You can log tickets and receive updates through the portal.

If I pay online, are my card details secure?

Yes. When you enter your credit card details, you’re connected by an encrypted and secure payment gateway, direct to the credit card payment processing company. Your credit card details won’t be stored.

Can I try before I buy?

Some locations offer a free trial for the service. If this is the case, it’ll be displayed on the User Experience Portal near the login buttons.

Alternatively, there should be some free links you can try from the Welcome Portal, including our website.

Technical Support

Where do I log in?

First of all, you need to be on site before you can log in. You can’t log in through this website.

To connect when you’re on site, you need to:

1. Go to your WiFi settings

2. Select the network name

3. Open your internet browser (if you aren't automatically redirected)

4. Enter the required details and and connect

That's it!

How do I connect?

1. When on site, go to your WiFi settings

2. Select our network name

3. Open your internet browser (if you aren't automatically redirected)

4. Fill in the required details

That's it!

Is my device compatible with your system?

WiFi SPARK supports any device that has a web browser. You need to sign in to the service to be able to access the internet and this sign-in process is achieved through the User Experience Portal.

Devices such as smartphones, laptops and tablets are absolutely fine to use with our service. We don’t offer support for devices such as consoles or smart TVs.

Why are some sites blocked?

WiFi SPARK blocks certain categories such as P2P file sharing. Blocked categories are confirmed with the venue prior to the service installation. If you feel a site is incorrectly blocked, please let us know so we can investigate.

Can I use multiple devices at the same time?

You can use your account on any device with a web browser. However, our system is designed to allow one device to be connected with one user account at a time.

For example, you can log in to use the service with your phone, but you won’t be able to use the internet on your tablet at the same time.

Some sites offer a discount for multiple devices. If this is applicable, it’ll be an option when you choose to buy time.

Can I log in and out to save my purchased time?

Purchased time is elapsed. You can’t 'bank' or 'save' your time for future use.

For example, if you purchase 3 hours of Internet access at 12pm, it’ll expire at 3pm, regardless of how long you’re actually online for.

How do I know how much time I have left?

When you log in with your user account, you should see a timer window appear briefly, which tells you how much time remains on your account. A member of WiFi SPARK can also tell you how much time is remaining if you supply your username.

If your timer window doesn’t appear, it’s likely you have a pop-up blocker activated, like a Yahoo or Google toolbar or Microsoft Internet Explorer SP2. As SPARK® is a secure portal site, and we won’t bombard you with pop-ups, it’s safe to set your browser to receive all pop-ups from the SPARK® site.

Can I stream TV or video?

Our service is primarily designed for internet browsing and email. If you’d like to watch videos, we recommend downloading your content rather than streaming. 

Locations such as hospitals may have separate services for streaming TV and video, so it may be worth checking with the hospital staff.

Are there data usage limits?

As detailed in our Terms and Conditions, our Fair Usage Policy is up to 20GB per month.

Terms and Conditions can be found on the User Experience Portal underneath the login options.

Why is my connection slow?

If the access speed is slow, you're probably in a poor signal strength area. Try moving closer to the access point. Check your radio utility, which is usually found on the right-hand side of the task bar. It'll have some method of detecting signal strength and you can then move around until you're in a good signal strength area. The more signal bars you have - the better! 

What is WiFi?

WiFi is short for Wireless Fidelity, a means by which devices can access the internet or other network-based services without the need for a network or modem cable.

TV Bedside Units Information

What entertainment is available on the TV bedside units?

There are two models of TV BSU (TV Bedside Unit): touch screen (T3) and remote control (T2). Attached are PDFs with information about the type of entertainment available, along with some of the pricing information. 

Note: Our mission is to make online entertainment and connectivity free for all patients by 2024. 

What's available: T3 touch screen TV bedside unit

What's available: T2 remote control TV bedside unit

Visit our YouTube to learn more about the bedside units. 

What hospital resources are available on TV bedside units?

There are two models of TV BSU (TV Bedside Units): touch screen (T3) and remote control (T2).

They have differing benefits for hospital staff and improving patient experience. Download a PDF to find out more information. 

Hospital resources: T3 touch screen TV bedside unit

Hospital resources: T2 remote control TV bedside unit

Visit our YouTube to learn more about the bedside units. 

What patient entertainment and engagement platforms are available?

Currently, the entertainment options available to patients are bedside units (BSU) or their own devices (BYOD). However, ideally Trusts need choice, flexibility and productivity. The best complete solution for hospitals would be to create a unified experience, replacing existing legacy bedside units with the new generation of SPARK® Horizon TV bedside units and offering a BYOD solution with SPARK® Media.

This ensures the latest offerings and services are available and that patients don't have to pay for entertainment. What’s more, all patients, regardless of age or digital savviness, can use it and staff can use portable devices when on the move or tap into TV bedside units if no devices are available. 

If Trusts aren’t ready to upgrade to our next-generation technology, existing Hospedia sites (now SPARK® TSL) can upgrade to add our BYOD SPARK® Media solution. This gives patients access to free or paid TV on the BYOD system, as well as services like Netflix and Amazon Video if they already hold an account.

We aim to reduce the cost to patients on the existing bedside units with Trust, charity and sponsorship funding.

Where can I find further support?

You can search our FAQs for a solution or visit our support page.

WiFi SPARK and Hospedia

The Motivation

​​Hospedia's bedside entertainment units were initially rolled out in the early 2000s to replace TV sets on ward trolleys, payphones in hospital corridors and patients paid to access services. While this was a step change in technology for the NHS at the time, in recent years, the pay-to-use business model is no longer contributing to a positive patient experience.

WiFi SPARK’s parent company, Volaris, acquired Hospedia to gain the resources needed to implement a unified solution. We're championing the cause for patients to receive entertainment and engagement services for free.

The Vision

WiFi SPARK®'s management team is now leading both businesses and is driving the vision of integrating the two companies to benefit the healthcare market. Moving forward, the vision is to facilitate patient, staff and visitor access to entertainment and engagement services within healthcare facilities for free. 

To realise this vision, we need the help of the NHS and healthcare entities.

The Impact

Our long-term goal is to oversee the transformation of around 56,500 bedside units in 160 hospitals to support the free entertainment and engagement vision. 

Existing Hospedia sites can upgrade to a bring your own device (BYOD) model. You can roll out SPARK® Media alongside the existing bedside units and work with us to install new bedside terminal technology, SPARK® Horizon, which will offer the technological advantages of modern, up-to-date equipment.

The vision aims to provide a better balance between BYOD entertainment and bedside units. With some Trusts having solutions that utilise one or the other, and few Trusts engaging in both, it's time to provide equal entertainment and engagement opportunities for all patients.

Legacy bedside entertainment units were installed a long time ago at no cost to the Trusts. However, maintaining them has been expensive and the technology has failed to keep up with digital transformation. Our mission is to provide Trusts with up-to-date technology that will support a wide range of applications and facilitate the installation of units where they’re most needed. 

The BYOD solution will work ubiquitously throughout the Trust, giving users access to a range of engagement opportunities, such as television, hospital radio, games, charity awareness and educational content. 

Moving away from the patient-pays model currently in place will require investment from the Trust and/or the charities that support them. However, we estimate that for most Trusts, a payment of less than £1 per bed, per day would provide a free service to the patient.

Terms of Service

Terms and Conditions of Use

Read our full terms and conditions here.  

WiFi SPARK Privacy Policy
For information on how WiFi SPARK obtains, holds, uses and discloses personal data, view our privacy policy.
Purchasing WiFi and Refund Policy

If for any reason you’re dissatisfied with the service received, please either call us on 0344 848 9555 or email support@wifispark.com to give us the opportunity to resolve this for you. 

If we’re still unable to supply the service, we’ll provide you with a refund, minus the amount paid for the service provided up to the point you raised your complaint with us. 

To log your request for a refund, please email support@wifispark.com and include the location where you purchased your subscription, the date the purchase was made, your username, and the reason for your refund request. 

If you have already spoken to our support team, please include the ticket reference you were issued, as this will enable us to deal with your request more quickly. 

Refunds can’t be provided where the service use is restricted. Any such restrictions will be detailed on the login portal page or in our terms and conditions.

Hospedia End User Terms and Conditions

View the end user terms and conditions for Hospedia services here