Owner Holiday Home WiFi (Hafan Y Mor)

This FAQ document relates specifically to the paid Owner Holiday Home WiFi service available exclusively at Hafan Y Mor.

General Questions

What is the Owner Holiday Home WiFi service?

This is a paid WiFi service available to owners at Hafan Y Mor. It provides a personal 4G/5G router, delivering a private, high-speed internet connection directly to your holiday home for an annual fee.

How does this service work?

The WiFi service operates through a 4G/5G router, which connects to the Hafan Y Mor 5G mast, delivering a stable internet connection. The router is plug-and-play, meaning no complex setup is required.

Is this WiFi the same as the standard park WiFi?

No, this is a new, dedicated service exclusive to owners who subscribe, bringing connectivity to your Holiday Home.

Technical Questions

What speeds can I expect?

Speeds will vary depending on network conditions, the number of users on the mast, and your location within the park. However, 5G routers can deliver significantly faster speeds than standard public WiFi.

Can I connect multiple devices?

Yes, you can connect multiple devices, including laptops, smart TVs, and streaming devices. There are no restrictions on the number of connected devices.

Will I need to install anything?

No installation is required—simply plug in the router and connect your devices. However, if you prefer, installation can be arranged through the park for an additional fee.

Which network do I connect to?

After plugging in the router you should see a new WiFi network your van address (example 50 Harlech View).

What is my password?

Default password for Owner WiFi is your Owner Account number. We are investigating a method to allow you to update this password but this is currently available.

Can I use my own router?

No, this service requires the use of the Haven-provided router, which is pre-configured to work with the park’s network.

What happens if I experience connectivity issues?

If you experience any issues, please contact the Experience Team at Reception. Keep in mind that performance may be affected by weather conditions, network congestion, or interference.

Is installation required?

No, installation is not required as the router can be used anywhere in the holiday home. However, if you would like the router installed in an out-of-sight area, you can request an estimate from the park team at Hafan Y Mor.

What should I do if my speeds are low?

The placement of your router can significantly impact performance. For the best connection, align the router in the direction with the least obstructions to the mast. Avoid placing the router behind large objects like boilers and fridges, as these can impact the signal and reduce speeds.

Support & Troubleshooting

What support is available for this service?

As this is a trial service, there is no on-site support available. However, if you experience technical difficulties, you can log a request with the Experience Team, and they will do their best to assist.

Will Haven provide support for third-party devices and apps?

No, Haven is only responsible for providing the WiFi connection. Any issues related to third-party devices (smart TVs, gaming consoles, streaming sticks) or applications (Netflix, YouTube, Zoom, etc.) must be handled by the device or app manufacturer.

What should I do if my router stops working?

First, try restarting the router by unplugging it for 30 seconds and plugging it back in. If the issue persists, contact the Experience Team on park for further assistance.

If you have any further questions, please contact the Experience Team at Reception for assistance.

Billing & Subscription

Can I cancel or get a refund?

If you’re not satisfied with the service, you can request a full refund, provided you return the router in full working condition.

What happens at the end of the season?

At the end of the season, the router must be returned unless you renew for the following year. If you do not renew, the service will be deactivated automatically.

Does this payment include the equipment?

No, this payment is for the internet service only and does not include ownership of the equipment. Once your subscription ends, the router must be returned to Haven.

Usage & Restrictions

Can I share my WiFi with other owners?

No, this service is intended for use within your holiday home only and should not be shared with other owners or holidaymakers. We are investigating how we can provide a convenient method to share WiFi with private let guests however this is not yet available.

Can I take the router home with me?

No, the router is configured to work only at Hafan Y Mor and must remain within your holiday home.

Does Haven provide support for third-party devices?

Haven provides the WiFi connection but does not offer support for third-party devices, such as smart TVs, streaming sticks, or gaming consoles.

Will the provider stay the same each year?

Haven will not actively look to change any operator on the mast. However, we may look to add other operators in the future to improve service availability.