Q: What choice of internet services do I have at Excel London?
A: At Excel, users can access Free Visitor Wi‑Fi, Exhibitor Wi‑Fi, hardwired internet services and enhanced 5G connectivity. The most appropriate solution will depend on how connectivity is being used.
Free Visitor Wi‑Fi is intended for general browsing, email and web access only. For activities requiring enhanced performance, reliability or dedicated support, including demonstrations, streaming, payment systems, cloud-based applications and other business-critical operations, we recommend one of our managed connectivity services.
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 have ordered. These connections are then dismantled after the event, with every service tailored to the needs of each individual show.
Unlike at home, where internet is a long-term, always-on service, event connectivity must be temporary, robust and capable of supporting business-critical activity in high-density environments. In addition, users benefit from direct access to onsite engineers throughout the event, providing fast troubleshooting, technical guidance and hands-on support should any issues arise. This level of dedicated event support is not typically available with a standard home broadband service.
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 should be reported immediately so that our support team has the opportunity to investigate and resolve them. Please note that issues not reported during the event may affect eligibility for any service credit or refund, as outlined in your order confirmation.
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 Exhibitor Wi Fi?
A: Exhibitor Wi Fi is a managed wireless service designed for exhibitors requiring reliable internet access to support stand operations, cloud-based applications, visitor engagement tools, EPOS systems and general demonstrations. The service includes monitoring and technical support throughout the event.
Q: What is the speed of the purchased Exhibitor Wi-Fi service?
A: The purchased Exhibitor Wi-Fi service provides average speeds of 8Mbps (up and down). It is designed to provide reliable connectivity for day-to-day stand operations, cloud-based applications, visitor engagement tools and general demonstrations. A dedicated hardwired connection guarantees uncontended bandwidth and zero latency drops by completely eliminating the wireless interference common in busy exhibition halls.
Q: When will our purchased Exhibitor internet service be activated?
A: All purchased Exhibitor Wi-Fi and hardwired internet services are activated from the first day of show build. We do not leave dedicated access points, network switches, routers, and additional cables out during build to avoid accidental damage. When you are ready, please:
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 Exhibitor Only Wi-Fi
2. A browser window should open automatically.
3. Enter your voucher code (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, access points and wireless networks are not permitted within the venue. Unauthorised wireless equipment can interfere with connectivity services and impact network performance for exhibitors and visitors. 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. Please order off Excel's Webshop or 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 technologyservices@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 Exhibitor Wi-Fi for stable, secure, high-speed access.
Q: When should I choose a hardwired internet service?
A: Hardwired services are recommended for applications requiring maximum reliability, performance and security, including streaming, production services, registration systems, payment terminals and other business-critical activities.
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.
