Avanti West Coast - Support Information Wi-Fi and Entertainment portal

Date published: September 1, 2021
The below information covers all parties involved with series relating to Avanti West Coast for Wi-Fi and Media Services.

Information covers roles and responsibilities for support issue, triage and escalation points.

Service Partners

Hardware Provider = McLaren (MAT)
WIFI CNA and backhaul partner = Purple Wi-Fi
Media Partner = GoMedia Services Ltd (GM)

End user support flow diagram

Generic support GoMedia

End User Issue 

If the Avanti West Coast customer is experiencing an issue accessing Wi-Fi or infotainment portal they or the AWC Train manager can raise an incident directly with Avanti Service Desk.

Step 1

End user can call 0333 000 2377 whilst on train Or email customer.resolutions@avantiwestcoast.co.uk.

Note: Users are encouraged to call if on train and email if off train.

Step 2

Avanti service desk to review issues and if required will raise ticket into McLaren help desk.

McLaren 1st line contact details

Intelligent Trains Service Desk, email: AWC-intelligenttrains@mclaren.com
Tel: +44 (0) 2033278102
Responsibilities: Log initial triage of incidents, change requests, and ticket assignment.

Step 3

McLaren will investigate if Wi-Fi related to their product, if related to Purple Wi-Fi or GoMedia platform McLaren will raise ticket into the appropriate supplier. All contact details and escalation points are listed below.

GoMedia Support Contact & Escalations

GoMedia Help Desk

Email: gomedia.support@icomera.com  & support@GoMedia.io 

We would also like MAT to include support@gomedia.io as this notifies team leaders of issues and avoids duplication of tickets.

Tel: 0203 137 0975
Responsibilities: Log and initial triage incidents, assign appropriate SLA. Record actions taken to resolve. Assign ticket to 2nd line if required. If not required close GoMedia and update with resolution and close their ticket. 
Support hours: Monday to Friday 08:00 to 20:00, Weekends 09:00 to 16:00. No cover Bank Holidays.

Incident reporting to GoMedia

MAT, when logging ticket with GoMedia please supply the following information 
1) MAT incident issue number
2) Train ID if know
3) Carriage ID if known
4) Confirm Wi-Fi issue has been ruled out actions taken
5) Description of user issue relating to Avanti West Coast app and any *photo image
6) Advise if end-user, staff or another reported incident


Key questions:
1) Is the user connected to onboard Wi-Fi?
2) Is the user on a browser or APP to view media?
3) If Browser what O/S – Q: Is this a supported version? See FAQ below for supported browsers
*photo images from end-users are very helpful
See appendix Avanti FAQ for reference on common Q&As.

GoMedia SLA Tables

Priority assigned by P1 to P4

Incident Priority Levels and Descriptions

Fault Response Times

Response Definitions

Response – GoMedia to provide a non-automated response when the issue is raised using the support phone number.  GoMedia to provide an automated response with the ticket number if the issue is raised using the support email address.  Priority confirmation, time of next update and initial feedback will be provided via the GoMedia helpdesk workflow.

Resolution – Action recommended and taken by GoMedia to repair the symptoms of an Incident or to implement a suitable Workaround, these will be noted in monthly meetings.

Permanent Fix – GoMedia to permanently fix the issue and provide a Root Cause analysis document (an RCA is only required for P1 & P2).

GoMedia Escalation points

1st Point of Contact

Contact name: Annette Milne
Role: Head of Operations
Email: annette.milne@gomedia.io
Tel: 02036 911873
Responsibilities: Review issue and actions taken, assign/escalate SLA priority P1-P4, assign ticket to 3rd Line if required and if no escalation needed -  update ticket and close. Inform Mclaren (MAT) resolution and advise them to close their ticket.

2nd Point of Contact

Contact name: Mark Frost
Role: Professional Services
Email: mark.frost@gomedia.io
Responsibilities: Review and deep dive issue, update ticket within SLA time frame. Escalate SLA priority P1& P2. Record actions taken to resolve and inform 1st line to update Mclaren (MAT) to close end-user ticket. Assign ticket to 3rd line if required and produce incident report.

3rd Point of Contact

Contact name: Gene Tashkinov
Role: Head of Engineering
Email: gene.tashkinov@gomedia.io
Responsibilities: Review and deep dive issue, update ticket within SLA time frame. Escalate SLA priority P1. Record actions taken to resolve and inform 1st line to update MAT to close the end-user ticket. Produce an incident report if required.

Avanti Account Manager

Contact name: Nikki Leach
Role: Head of Account Management
Email: nikki.leach@gomedia.io
Tel: 07968 912727
Responsibilities: 1st, 2nd & 3rd line to update Account Management on any issues, add as a watcher to tickets. P1 & P2 issues information customers ASAP. Update customers with progress of resolution/ticket closed. Add details in monthly service pack. Escalate SLA priority P1 - P5.

McLaren Escalation points

1st Point of Contact 

Contact name: Intelligent Trains Service Desk
Role: Service Desk
Email: AWC-intelligenttrains@mclaren.com
Tel: +44 (0) 2033 278102
Responsibilities: Logging and initial triage of incidents.
Logging of change requests assignment of tickets.

2nd Point of Contact 

Contact name: John Marlow
Role: Service Delivery Manager
Email: john.marlow@mclaren.com
Mob: +44 (0) 7769 243547
Responsibilities: Operational issues and or concerns.
No response from the Intelligent Train Service Desk.
SLA Breaches.

3rd Point of Contact 

Contact name: Ricardo Rocha
Role: C+C Team Leader
Email: ricardo.rocha@mclaren.com
Tel: +44 (0) 2033278102
Responsibilities: Operational issues and/or concerns and SLA Breaches.

4th Point of Contact 

Contact name: Abi Wetton
Role: Account Executive
Email: abi.wetton@mclaren.com
Tel:  +44 (0) 7790 566751
Responsibilities: Contractual changes required that may affect commercials. 

Avanti Wi-Fi and Media FAQ

Selection of key Q & A for quick end-user queries.

Connecting to the Avanti Wi-Fi

Our Wi-Fi system supports most Wi-Fi enabled devices and laptops so you can get online or view our great entertainment.
1) Turn your personal device on and make sure the Wi-Fi is switched on.

2) The Avanti West Coast Wi-Fi network is displayed as “Avanti_Free_WiFi” on your list of available networks.

3) Connect to this network and launch your internet browser.

4) At this point you will be directed to the simple log-in page where we ask for some details, but we will not share these with anyone else, then accept our T&C's and you are nearly there.

5) The Entertainment page will now appear simply click continue, sit back, relax and start viewing...
Which internet browsers does Avanti West Coast App support?
We currently support the latest versions of:

● Safari - iOS*, Mac OS
● Google Chrome - Android, Windows, Mac OS
● Firefox - Windows, Mac OS
● Opera - Windows, Mac OS
● Silk - Amazon Fire OS only

*For iOS (iPhone and iPad) you will need to have version 11.2 or above installed. We will prompt you if you don't have the right version, but generally, iPhone 5s, iPad Mini 2, iPad Air and above can support iOS 11.2. If you have an older version you will still be able to read the news, magazines and play games.
What speeds will I get from the service?
Due to the nature of UK mobile connections the speed will come and go depending on your location, the availability of mobile phone signal and the number of other passengers using the service.
Your landing page does not appear automatically when I open my web browser. What do I do?
Enter AvantiMedia.uk into your address bar and click 'send'.
Avanti West Coast App is available off board?
No, the Avanti entertainment is only available when traveling on train and connected to the on board Wi-Fi.
Headphones or no headphones?
We believe all our passengers should enjoy their Avanti West Coast journey free from disruptive fellow passengers. Please use headphones while listening to music, radio or entertainment. This includes children. Our on-board staff may remind passengers throughout your journey.
I am having problems using my work / business email account?
Like other train operating companies, we use an ‘open network’. Some email providers (e.g. Outlook 365) require a secure network. You may experience a pop-up with “There is a problem connecting securely to this network – the security certificate was not issued by a trusted certificate authority”. Unfortunately, you would not be able to access your account using this route.

FREQUENTLY ASKED QUESTIONS

I noticed some adverts promoting movies and catch-up TV to watch on your trains – how can I access this service?

Phew, our advertising works! You just need a Wi-Fi enabled device. Please refer to the 'how to connect' section earlier in the FAQ. This will require you to download the Avanti West Coast App called Avanti West Coast App from the relevant app store (Apple or Google) or go a browser and enter “AvantiMedia.uk”

Due to restrictions on the on-board Wi-Fi, you will need to download the app before your journey (or use some of your own device data allowance on 3G or 4G). After successfully installing our App select the on-board Wi-Fi on your device settings and follow the quick and easy registration process. Then just open the Avanti West Coast App to start enjoying our complimentary entertainment or register via the browser.

Where can I find information about what’s on the service?

Check out the Wi-Fi and Entertainment page on our website for details of our current movies, box sets, catch-up TV and magazines. avantiwestcoast.co.uk/media

Are there any age restrictions on what I can watch or read?

Yes – but we will ask you to confirm that it is suitable before accessing the entertainment.

Is it complimentary?

Access to our on-board entertainment service is complimentary on all fleets that are fitted with it.

Is the Avanti West Coast App available on all trains?

Yes, we have all on board entertainment on our Pendolino and Voyager Fleets.

Where can I get the Avanti West Coast app?

If you are on an Apple device, download Avanti West Coast app from the Apple Store. If you have an Android device, you can access and download it from the Google Play Store.

Can I get subtitles?

Yes, we have subtitles on a range of Movie and TV materials where available from our content supplier. Alternatively check out our Magazines, Newspapers and Music channels.

How often are you changing the movies, TV Shows etc.?

We’ll be updating movies every couple of months, magazines regularly, catch-up TV daily and News throughout the day.

Can I download the app on the train?

No. Due to restrictions on our on-board Wi-Fi you will need to download the app before your journey. We suggest using the Wi-Fi at our stations or, if you forget to do this in advance, you could download it using your own data on-board.

I didn’t get to finish my film; can I do this after getting off the train?

No. You can only access our content when you’re on-board our Avanti West Coast trains but if you haven’t finished what you were watching, the system will remember where you got to if you are using the same device – your cookies need to be enabled.

I got halfway through watching entertainment on an earlier journey, but it hasn’t remembered where I got to?

It sounds like you are using a different device or have cleared your cookies or history, and if so, you would need to scroll through to where you were manually.

Why do I have to register again?

Registrations are stored as a cookie on your device, which means if you’re using a new device or you’ve recently removed cookies from your device you’ll need to register again.

I was watching a show on my journey down but going back up I can’t find the same show anymore!

We regularly update what’s available on the entertainment service, so sometimes the last show might expire, but you can always watch something else instead.

Will watching film use up my own data on my phone...?

No – our on-board entertainment server does not rely on your internet at all.

Is the internet slow because too many people are watching movies?

Access to the entertainment is held locally on the train, therefore it does not need to go to the internet to show you content. If you are experiencing a slow internet connection, it may be that we are passing through the countryside where there is a poor connection.

What does the message “Error, Video failed to play. Please check your wi-fi connection and try again.

If you have paused a film or a great TV show and your device goes into sleep mode, this may disconnect you from the on-board Wi-Fi.

Does the Avanti West Coast app system store any movies or entertainment on my device?

Your device will hold a few minutes of video to buffer anything you watch, but it would not retain the full video to your device.

Will this put cookies on my device, and what do they do?

A cookie will be placed on your device, and it will allow us to remember where you finished watching a movie or show – next time you connect you’ll be able to pick up where you left off.

Why do I have to register for the app when I’ve already registered before?

You’ve already registered for the Wi-Fi – this second registration is to get access to all the great entertainment content available via our app.

Why do we have to connect to the Wi-Fi and the app to get content?

Connecting to the Wi-Fi on-board connects you to our system where all our entertainment is stored.

Surely it will get very noisy with all these people watching entertainment?

Out of respect for other passengers, please use a pair of headphones before watching a film or TV show. The on-board staff may remind you of this during your journey.

I have missed my station stop because I was watching some entertainment?

Oops. You need to pay attention to the passenger information where displayed and listen to on-board announcements throughout your journey. Make the staff aware of your problem and we should be able to help with your revised onward journey.

Trouble shooting issues - Avanti West Coast app

Good User Experience

All user of Avanti West Coast app must connect to the on board Wi-Fi
User are recommended to download the Avanti West Coast app from Google Play or App Store before boarding. 
User experience when using APPs offers a premium experience and is recommended.
Connecting to the Avanti Wi-Fi
Our Wi-Fi system supports most Wi-Fi enabled devices and laptops so you can get online.
Turn your personal device on and sure the Wi-Fi is switched on.
1. The Avanti West Coast Wi-Fi network is displayed as "Avanti_Free_WiFi" on your list of available networks.
2. Connect to this network and launch your internet browser. 
3. At this point you will be directed to the simple log-in page, where we ask for some details, but we will not share these with anyone else, then accept our T&C's and you nearly there.
4. The Entertainment page will now appear simply click continue, sit back, relax and start viewing.

Avanti West Coast app - Once onboard a typical UX successful flow would look like this
Users are recommended to download the Avanti West Coast app from Google Play or App Store before boarding. User experience when using the APPs offers a premium experience and is recommended.
Android & IOS users in browser can access when on Wi-Fi using Avantimedia.uk

Trouble shooting common issues

If the User has successfully accessed Wi-Fi Avanti West Coast app to view content they may be served a pop up message advising them of an issue. Below are examples of pop-up messages and advice on how best to help the user.

Key questions to ask:

1. What device are they using?
2. App or browser media vision? 
3. Are they connected to Wi-Fi?
4. Are they seeing any pop up messages?

Pop up messages

No Wi-Fi messages
Please ask the user to reconnect to Wi-Fi using SSID: "Avanti_Free_WiFi" and follow the instructions on the screen.

And access in browser Avantimedia.uk
User has lost connection Wi-Fi.

Please ask the user to reconnect to Wi-Fi using SSID: "Avanti_Free_WiFi" and follow the instructions on the screen.

And access in browser Avantimedia.uk

Incompatible browsers

If the user is on Wi-Fi but experience issue with Video playback they may see the following pop up messages if they not on a compatible browser.
iOS - For iOS (iPhone and iPad) you will need to have version 11.2 or above installed
Request User to update device to latest version to enjoy Video playback next time they travel.

Note: Users on older version will still be able to read the news, magazines and play games.

Android

If the user is on an Android device and connect to Wi-Fi to access media portal they need to open Chrome and tap Avantimedia.uk
Samsung devices
If the user is on a Samsung device and using the Samsung internet browser this is incompatible to view media content.

Please request the user to open the Chrome browser and tap in Avantimedia.uk
Any device type
The user has set their device to not enable video playback.

User needs to go to settings on their device and enable protected content playback. (DRM = digital rights Management)

User can still view Newspapers, Magazines and play Games and watch non DRM  protected content. 
Below 2 pop ups  are rarely seen
User needs to press retry.

If still experiencing issues, ask user
●  What device are they using?
●  App or browser media vision?
●  Are they connected to Wi-Fi?
Pop up shows when too many users are accessing video playback.

Users can view newspapers, Magazines and Games in the meantime and they try again to access media later.

Off train pop up message

If the user is off the train they will see the off page pop up message.
This is shown if users had previously been on board using the service.

Additional useful information

What speeds will I get from the service?
Due to the nature of UK mobile connections the speed will come and go depending on your location, the availability of mobile phone signal and the number of other passengers using the service.

Your landing page does not appear automatically when I open my web browser. What do I do? 
Enter AvantiMedia.uk into your address bar and click ' send'.

Avanti West Coast app is available off board?
No, the Avanti entertainment is only available when travelling on train and connected to the on board Wi-Fi.

Headphones or no headphones?
We believe all our passengers should enjoy their Avanti West Coast journey free from disruptive fellow passengers.

Please use headphones while listening to music, radio or entertainment. this includes children. Our on-board staff may remind passengers throughout your journey.

I am having problems using my work/business email account?
Like other train operating companies, we use an 'open network'. Some email providers (e.g Outlook 365) require a secure network. You may experience a pop-up with "There is a problem connecting securely to this network - the security certificate was not issued by trusted certificate authority". Unfortunately, you would not be able to access your account using this route.