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Wi-Fi FAQs 

 
 
1. What is Wi-Fi?
2. How do I know if my train has Wi-Fi?
3. Are there any limitations I should know about?
4. What happens once I use my data allocation?
5. Why has my data allocation been exhausted so quickly?
6. How secure is this service?
7. Why can’t I open certain web sites?
8. I have found a site that should be blocked, can you block this?
9.

My device can connect to “Queensland Rail Free Wi-Fi” but I cannot browse the internet or the connection is slow

10. Only half the train I am on has Wi-Fi
11. My work phone cannot connect to “Queensland Rail Free Wi-Fi”
12. Why is chat blocked?
13. iMessage does not work for me
14. Why are games blocked?
15. Why is it taking so long to be available on all trains?
16. I don’t believe that my line is getting a fair split of Wi-Fi trains
17. Who do I contact for technical support Issues?

Frequently asked questions

1.

What is Wi-Fi?

Wi-Fi is a networking technology that uses radio frequency to allow you to connect to the internet when you are in a wireless hotspot location.

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2.

How do I know if my train has Wi-Fi?

We are gradually expanding this service to more and more carriages over time. You will know that you are in a Queensland Rail Free Wi-Fi carriage from the signage located in the carriage as well as external stickers next to the doors.

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3.

Are there any limitations I should know about?

To ensure that our free Wi-Fi service runs smoothly and fairly for all of our customers, each customer has been allocated a limit of 20MB of data usage per session. There is limited bandwidth available from trains and this data limit gives each customer a fair share. We will review this limit over time or when more bandwidth is available.

We have also limited access to websites that either require large amounts of bandwidth or that contain material that could be deemed inappropriate.

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4.

What happens once I use my data allocation?

Should you exhaust your 20MB data allocation, you will be redirected to a website explaining the condition. At that point, all internet access will be blocked.

Your connection will be reset after 4 hours after you first started using the service and you will be able to again connect to the Wi-Fi network with another 20MB data allocation.

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5.

Why has my data allocation been exhausted so quickly?

The amount of data included in web sites varies greatly. Images that look small may be high resolution and consume large amounts of data. Some sites also transfer large amounts of data that is not visible to the user.

We have extensively tested the data usage limit and are confident that the limit is correctly applied.

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6.

 How secure is this service?

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Whilst every effort will be made to ensure that this service is secure, we recommend that you ensure that you have a robust and current Anti-virus software and personal firewalls installed on your laptop or Smart Phone before using the Queensland Rail Free Wi-Fi service.

7.

Why can’t I open certain web sites? ^ top

We have blocked websites that we consider offensive to protect you and other train travellers, including children.

A site that I consider legitimate is blocked.

Some sites may be inadvertently blocked. If you consider that a site should not be blocked please submit a feedback form and we will review the site.

8.

I have found a site that should be blocked, can you block this? ^ top
Please submit a feedback form and we will review the site.

9.

My device can connect to “Queensland Rail Free Wi-Fi” but I cannot browse the internet or the connection is slow.

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The free Wi-Fi service uses a number of carriers to connect to the internet and we offer good coverage over most of the Queensland Rail city network. There are some locations with poor coverage and we are working to improve these over time.

Known poor coverage areas:

Underground

Length of track

Central - Fortitude Valley - Roma Street

1.28km

Robina South

400m

Toowong

200m

Ipswich

700m

Highgate Hill

100m

Beenleigh

100m

South of Mooloolah Valley

200m

South of Eudlo

200m

Above ground

Length of track

East of Boondall

600m

North of Helensvale

600m

East of Clayfield train station

400m

Between the International and Domestic Airport

1.8km

Elimbah train station

4.0km

South of Mooloolah Valley

400m

South of Eudlo

1.0km

10.

Only half the train I am on has Wi-Fi ^ top
The Wi-Fi service is installed on individual 3-carriage trains. During the Wi-Fi rollout phase occasionally a 3-carriage train with Wi-Fi will be coupled to one without to make a 6-carriage train.

11.

My work phone cannot connect to “Queensland Rail Free Wi-Fi” ^ top
Businesses often use secure private connections for their phones for email and other communications.  (Blackberry phones are commonly used for this purpose). We have blocked these connections as they can be used to bypass the content filtering we have for user protection.

12.

Why is chat blocked? ^ top
Many chat services offer voice or video streaming. These can consume large amounts of bandwidth and we have blocked these to ensure everyone has fair access to the Wi-Fi service.

13.

iMessage does not work for me ^ top
We have tested iMessage text to ensure it works. We do need to block iMessage video and voice as above.

14.

Why are games blocked? ^ top
Many games and game downloads can consume large amounts of bandwidth and some games may contain unsuitable content. At this stage we are not able to selectively unblock suitable games only.

15.

Why is it taking so long to be available on all trains? ^ top
The Queensland Government is investing $6.5m in providing the free Wi-Fi service on 64 new trains this year. This is approximately a third of Queensland Rail’s fleet. Our installers are working at night to ensure there is no disruption to daytime services and we are working as fast as possible to roll out the Wi-Fi trains.

16.

I don’t believe that my line is getting a fair split of Wi-Fi trains ^ top
We don’t intentionally schedule Wi-Fi trains to particular lines (except for special events). Train assignment to lines is random and as more Wi-Fi trains roll out you will see more on your line.

17.

Who do I contact for technical support Issues? ^ top

If you are having difficulty connecting for the first time we suggest you first consult your device’s manual or contact the device manufacturer for specific instructions.

If you’ve followed the “How to connect” steps in this website in conjunction with the device’s user manual and still can’t connect, you can contact us in a number of ways for support:

  • Call Translink on 13 12 30
  • Contact @queenslandrail on Twitter or Facebook
  • Use our feedback form

We value your input and your reporting of issues can assist us in maintaining a reliable service.

 

 

Contact us

For general enquiries:

Phone:
- 13 16 17 (within Aust)
- 0061 7 3072 2222 (outside Aust)

7.15am - 5.30pm EST; Mon-Fri

TTY:
07 3606 5800

SMS:
0428 774 636

In case of emergency call 000

Email:
feedback form

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