General FAQs

Why did the City of Santa Clara acquire a WiFi network?
The City of Santa Clara, acquired the old Metrofi WiFi network work that covers most of zip codes 95050 and 95051. The network was acquired to support its electric utility, Silicon Valley Power, an advanced metering initiative currently under development. As part of the meter initiative, the City of Santa Clara will maintain the existing network through next year.

« back to top

What type of help is available?
Resident WiFi support is available via email through: scnetinfo@linkpathcomm.com.

« back to top

How do I connect to the Santa Clara Metro_WiFi network?
Here is what you'll need:
- A wireless enabled computer or other device - Most laptop computers have built-in wireless capability. If your computer doesn't have built in WiFi, you can purchase a wireless network card or modem.
- A wireless modem. Using a modem is optional, but will improve the signal if you plan to use the service indoors.
- A web browser on the computer or device you wish to use - Your computer likely have an Internet browser such as Microsoft Internet Explorer, Mozilla Firefox, or Safari. You will not be able to access the network without a browser.

How to connect:
1. Connect. Use the connection program in your computer to find and connect to the network. You can access the Metro_WiFi network manually by connecting to the SSID network name “Metro_WiFi”.
2. Open Your Browser. Once you are connected to the Metro_WiFi network, open your Internet browser and connect.

« back to top

What is a WiFi modem?
A WiFi modem is a wireless receiver that improves access to a Wi-Fi signal from indoors using a special antenna and software. WiFi modems connect a single laptop or desktop computer. Wireless modems are available from most any computer retail store. Since wireless access requires a line-of-sight from the radio to the WiFi receiver, it is best used outdoors or near a window. Even with a WiFi modem, the laptop or desktop computer needs to be within 300-500 ft to access signal, otherwise a WiFi signal booster is also required (this device can be purchased at any local computer store).

« back to top

Why can’t I just use the Wi-Fi built into my laptop to access the Santa Clara Metro_WiFi network?
While you can use your laptop’s internal WiFi modem, the wireless capability of most laptops is usually low-powered and often cannot transmit strong enough signals through wall windows, trees or other barriers to connect to the network reliably.

« back to top

What if I have a WiFi modem, but it still won’t work?
If your WiFi-enabled computer or WiFi modem does not connect, there are three possible reasons:
1. The unit is too far away from a Metro_WiFi access point or radio that is broadcasting a signal,
2. Your computer is not configured to automatically have an IP address assigned by the network; or,
3. There could be another problem with the device and you should contact Trilliantinc via e-mail for support: scnetinfo@linkpathcomm.com

« back to top

Things to check:
First, find out where the access point (AP) or radio is in relation to your home or business. Metro_Wifi radios are connected to the top of street light poles. In order to access a signal, your wireless-enabled computer needs to be within 300-500 feet of the radio. Place the wireless modem in a window pointing towards the radio. This will help you get the possible signal. In fact, move the modem around to find the best place. Remember to let the modem sit at least 90 seconds before checking the signal strength.

If you are connected to a modem with the Ethernet cable, be sure to disable or turn off your wireless card (if you have one). If there are 2 connections trying to connect to the internet, your computer will not connect.

« back to top

Can I get Santa Clara Metro_WiFi inside my home or office?
If residents or visitors are within the Santa Clara coverage area, they may be able to connect to the Santa Clara network, indoors, by simply finding and selecting the Metro_WiFi network ID. However, in many cases, distance from our access points and interference from walls and other devices can affect the ability to connect inside. Again, we strongly recommend that residents use an indoor “WiFi booster,”a.k.a. “Wireless Bridge” if they plan to use Metro_WiFi inside their home or office. There are a variety of products available to boost the WiFi signal. Residents can purchase those products at several local computer stores in Santa Clara. Be sure to tell the store sales person that you need a Booster or Bridge and not an access point. Let them know it is a device to strengthen the signal from the Metro_WiFi network, not an access oint (AP) to broadcast a private home network.

« back to top

Can I send and receive email over the Santa Clara Metro_WiFi Network?
Yes, standard web based e-mail services can be accessed using the Metro_WiFi network. However, non web-based email --where you connect directly to your Internet Service Provider with program like Outlook --is not allowed. This feature is an anti-spam measure that is part of the City’s free service offering.

« back to top

How good is the connection to Metro_WiFi? What impacts or prevents a reliable wireless connection?
The reliability of your connection is affected by several factors: distance from the access point, obstructions such as walls, buildings, trees, other tall objects, the use of cordless telephones and microwave ovens all may interfere with your signal.

Additionally, we operate in what is referred to as the unlicensed frequency spectrum under the FCC Part 15 guidelines. Consequently, our transmission signal is working within a spectrum shared amongst a variety of service providers and products, and as a result, our ability to turn up the power for your specific location is restricted. Typically if you can see our signal on your computer it means our signal is strong enough to reach it. However if your computer cannot connect, it indicates that you need a WiFi booster or wireless bridge to strengthen the signal coming from your laptop, computer, or 3G phone, and connect to the network.

« back to top

My wireless connection is very slow.
The Metro_Wifi signal strength will depend on your distance from an access point. Check your signal strength often, and if possible, test different locations as the signal may be greater at certain locations. Santa Clara’s Free Metro_Wifi network is an outdoor network, and you may need a wireless modem to access WiFi indoors.

« back to top

Will the Santa Clara Metro_WiFi network interfere with my own wireless network?
The Metro_WiFi network should not interfere with your personal wireless network, and can even be used in conjunction with the Metro_WiFi service if correctly setup. The 802.11 WiFi standard provides for a number of non-interfering channel frequencies which all certified devices can use. If you suspect interference between your network and Metro_WiFi, change the channel of your home access point.

Santa Clara’s 2.4Ghz network access points (APs) broadcast on one of three non-overlapping channels, which are 1, 6, or 11, to minimize self-interference between those APs. If you scan for nearby networks and see which channels those APs are broadcasting on you can set your own network up to broadcast on a different channel further up or down the spectrum to help minimize other wireless networks from interfering with your own wireless network and vice versa. Your local store or IT administrator can advise you on implementing this solution as needed.

« back to top

How do I switch SSIDs? I only connect to “Metro_WiFi” and not my own home wireless network?
Microsoft XP allows multiple wireless networks to exist on your machine and allows you to switch between them. To switch between Metro_WiFi and your home network or to change the order of your preferred networks do the following:

Start -> Control Panel -> Network Connections -> (right click) Wireless Network Connection -> Properties -> click Wireless Networks tab. Otherwise, search for wireless connections by clicking the "view wireless networks" button and switch by connecting to other available wireless networks.

« back to top

Can I connect any computer to the Santa Clara Metro_WiFi network?
Yes, you can connect any wireless-enabled computer to the Santa Clara Metro_WiFi network. Any wireless connection using 802.11 b/g technologies, which can receive the SSID with open security and strong signal strength, should connect. You can also connect to the network with most 3G smart phones and PDA’s.

« back to top

System Requirements
Operating System:
computer: Microsoft Windows 98 or higher recommended
Mac: OS 9 or OS X
Linux

« back to top

Internet Browser Requirements

Windows:
- Mozilla Firefox 1.5 or newer
- Microsoft Internet Explorer 6.0 or newer
- Netscape 7.0 or newer

Macintosh:
- Mozilla Firefox 1.5 or newer
- Safari 3.0 or newer
- Netscape 7.0 or newer

« back to top

Can I connect any 802.11b/g wireless device such as a PDA to the Santa Clara Metro_WiFi network?
Yes, currently you can connect your PDA or other wireless-enabled devices to the network.

« back to top

Can I access secure (https://) web sites?
Yes, you can access secure web sites when using the Santa Clara Metro_WiFi network. Typically the site will show the lock on the browser ensuring that your information is encrypted. However, please be aware that the Santa Clara Metro_WiFi network is only your transport to the public internet . While the City does use 128-bit Access Encrypted Security within the network, the network does not provide any additional security measures between your computer and the network when you are broadcasting your information.

« back to top

For Microsoft Windows Users; what does, "Windows unable to find certificate to log you on the network “Metro_WiFi”, and unable to connect to “Metro_WiFi” mean?
When connecting to a new unsecure network, Windows XP displays a prompt asking if you wish to connect to the Metro_WiFi network.

After checking the box to allow the connection, hit the connect button, and then you should be able to surf the Internet. If you are receiving poor signal or surfing speed, then you may need a wireless adapter to boost your signal or an outdoor solution.

« back to top

What is the difference between Santa Clara Metro_WiFi and other Internet connections?
The Santa Clara Metro_WiFi network is a not-for-profit network currently operated by the City of Santa Clara as a free service for residents and visitors. This network is in transition from a privately owned and operated network to city control and Santa Clara is still defining the long term plan for the network.

« back to top