Q: What choice of internet services do I have at Excel London?
A: At Excel you have a choice of paid Wi-Fi, free Wi-Fi and wired internet. Please scroll down for more information on each of the services. Please note: the free Wi-Fi is only suitable for light browsing and emails
Q: Why are internet connections more expensive at Excel London than at home?
A: There are several reasons, but it largely comes down to the complexity involved in delivering reliable, high-performance internet at a live event. At Excel London, each connection is individually installed, configured, and tested to ensure it meets the specific bandwidth and uptime requirements you’ve ordered. These connections are then dismantled after the event. Every show has different needs, and services are built from scratch to suit each one. Unlike at home where internet is a long-term, always-on service, event connectivity must be temporary, robust, and business-critical, often supporting thousands of simultaneous users at a single stand.
Q: Is the internet service time-restricted?
A: Your internet service remains active for the full duration of the event.
Q: Is help available onsite?
A: Yes, there are a variety of ways you can get help on the paid wired and Wi-Fi services:
Q: What if my service isn’t working?
A: Call +44 (0)20 7069 4342 or use the in-hall phone (4342). Issues must be reported immediately for support. By not doing so, can affect refund eligibility.
Q: Are IP addresses static or dynamic?
A: IP addresses are dynamic by default. If you need a static or public IP, please request it in advance by emailing exhibitororders@excel.london
Q: What is the speed of the purchased Wi-Fi service?
A: The purchased Wi-Fi service provides average speeds of 8Mbps (up and down). For business-critical tasks, video or game streaming, or use across multiple devices, we recommend upgrading to a dedicated wired connection for optimal performance.
Q: When will our purchased internet service be activated?
A: All purchased Wi-Fi and cabled services are activated from the first day of show build.
Q: Why might my device not detect the Wi-Fi network?
A: Our Wi-Fi operates on 5GHz only. If your device doesn’t support 5GHz, you’ll need a compatible USB wireless adapter, available from online retailers or from our Business Services shop.
Q: I’ve ordered a Wi-Fi hotspot. How do I connect?
A: Please follow the following steps:
1. Open Wi-Fi settings and select the network _Excel_London.
2. A browser window should open automatically.
3. Enter your username and password (from your order confirmation) and accept the T&Cs to connect.
Q: Can I bring my own Wi-Fi router or access point?
A: No. Personal Wi-Fi routers or access points are not permitted as they interfere with venue infrastructure. View our Wi-Fi Policy
Q: My device doesn’t have a browser to reach the login page. What should I do?
A: Contact exhibitororders@excel.london for support in connecting devices that lack web browsers.
Q: Can our Wi-Fi-connected devices communicate with each other?
A: No. Standard Wi-Fi connections do not support cross-device communication. However, you can hire a Wireless Access Point to enable this on your stand - contact exhibitororders@excel.london for more information.
Q: Can I sponsor the Wi-Fi portal?
A: Yes. We offer custom-branded sponsor portals and unique SSIDs for increased visibility. Email itcorgservices@excel.london to explore options.
Excel London offers a complimentary Wi-Fi service across the venue, suitable for light browsing and emails. However, this service is not recommended for business use, due to the following limitations:
We strongly advise exhibitors to use a dedicated wired connection or premium Wi-Fi for stable, secure, high-speed access.
Q: Why choose a wired service?
A: Wired internet offers faster, more stable, and more secure connectivity with symmetrical bandwidth - ideal for business-critical needs and multiple devices.
Q: What bandwidth should I select?
A: The infographic below guides you on the recommended bandwidth tiers for a range of online activities, depending on how many devices you need to connect, and whether you are browsing the internet, checking emails, music steaming, SD video streaming, HD video streaming, video conferencing, online gaming, downloading large files, 4K video streaming or online game streaming. Download our wired internet order information here
Q: Can I upgrade my service?
A: Yes, please email exhibitororders@excel.london to upgrade before or during the event.
Q: Why is a floor plan required?
A: Our engineers use your marked-up floor plan to place cables from venue ducts, ready for you to connect.
Q: What type of cable is supplied?
A: We provide an RJ45 Ethernet cable. Your equipment must have a compatible Ethernet port.
Q: Will you connect the cable to my stand devices?
A: No, we will deliver the initial connection to the stand and you will need to co-ordinate with your stand contractor about connecting it to your equipment.
Q: Where can I collect additional ordered equipment (e.g., routers, cables)?
A: Visit Excel's Exhibitor Service Desk during build or call +44 (0)20 7069 4342.
Q: Can I amend or cancel an order?
A: Yes. Contact +44 (0)20 7069 4400 or email exhibitororders@excel.london with your order number. Cancellation policies apply.
Preparation Recommendations:
Q: My Ethernet cable is too short.
A: Supplied cables are approx. 9 metres. Longer cables can be purchased from Excel's Exhibitor Service Desk during build or by calling +44 (0)20 7069 4400.
Q: My cable may be damaged.
A: Cables can get bent or crushed during build-up. If you suspect damage, head to Excel's Exhibitor Service Desk during build or call +44 (0)20 7069 4342 for a technician to inspect and replace it.
Q: My wired connection feels slow.
A: Wired lines are dedicated. Slowness may stem from routers or multiple connected devices. Try connecting a laptop directly and running a speed test at speedtest.org. We recommend turning off any updates or backups that could be bottlenecking your service.
Q: I may be exceeding my bandwidth limit.
A: Heavy activities like streaming or large transfers may require more bandwidth. Head to Excel's Exhibitor Service Desk during build or call +44 (0)20 7069 4400 for upgrade options. We recommend turning off any updates or backups that could be bottlenecking your service.
Q: I see multiple Wi-Fi networks — is that normal?
A: Yes. Wi-Fi signals can be visible across stands. While we limit visible SSIDs, some bleed from adjacent stands or halls may occur.
Q: My switch isn’t working with the internet connection.
A: Managed switches using protocols like VLANs, trunking, or spanning tree may block connectivity. Disable these features or contact +44 (0)20 7069 4342 for support.
Q: I’m connected to Wi-Fi but cannot see the landing page.
A: Forget the network in your device settings and reconnect. If the issue persists, contact our on-site support team.
