Guest Wi-Fi/Internet Support Discontinuance FAQ
Frequently Asked Questions
Windstream Enterprise’s focus has shifted away from premise-based solutions to cloud-based services. Consistent with that evolution, Windstream is making plans to exit the business of supporting hospitality Wi-Fi networks, including your UnoNet Stay-Connected network.
Hilton requires that you select a new provider via the Hilton Service Now UnoNet portal. This will ensure your hotel operations and guests continue to receive support for Wi-Fi/Internet services. Please notify us at WIN.Commercial.Maintenance@windstream.com when you’ve selected a new provider and when your turn-up date is planned for (please provide minimally 30-days’ notice). Once new support is in place, please notify Windstream and we will discontinue your Windstream billing.
Prospective providers will need to know the make-up of your HSIA network: the makes, models and quantities of equipment, the number of guestrooms, and the square footage of any meeting space covered by guest Wi-Fi. If you don’t have that information available, please email WIN.HSIA@windstream.com and request an ‘As Built’ document. Prospective providers may also ask you what you are currently paying per month to support your HSIA network.
Go to the Hilton ServiceNow UnoNet Portal which will take you to the Global UnoNet Management Process Request form. Once you enter your hotel name, the form will automatically populate your hotel refresh due date.
Click on this link to go to the dedicated UnoNet Lobby page for Guest Facing Technologies, which provides a great short video on the process, a guide on submitting a ticket to request a quote from one or more of their approved vendors as well as a brochure that provides a quick overview of the process.
Per the Hilton Master Hotel Services Agreement, you have the right to exercise the Transition/Expiration Assistance option which provides an additional 18-months of network support from your contract end date while actively seeking a new provider. If your contract has already expired, the option commences from the date of the discontinuance notice. When Windstream support expires, your network will remain operational, however you and your guests will be without assistance until you put a new provider in place.