Frequently asked questions

 
Click the links below to jump to the relevant section of this FAQ. If your question isn't answered, please contact us!
 
     General      Return      Troubleshooting
     Countries Covered      Managing your order      Satisfaction Guarantee
     Coverage      Billing      Fair Usage Policy
     Delivery / Pickup      Data Usage
 
General
 
What is a pocket wifi?
It's a wireless modem that connects any Wi-Fi enabled device - smartphones, laptops and tablets - to 3G internet. It requires no installation, cables or software. It works like a Wi-Fi hotspot, but it's personal and fits in your pocket. It gives you a secure, consistent and fast internet connection wherever you are, while saving a fortune on data roaming fees.
 
What does it work with?
The pocket wifi works with any Wi-Fi enabled device, such as laptops (Windows & Mac), smartphones (e.g. iPhone, Android, Blackberry) or tablets (e.g. iPad, Samsung Galaxy, Kindle). You can connect up to 5 devices at once to a pocket wifi. It will also work with any carrier-locked device.
 
How many devices can I connect?
You can connect up to 5 devices to 1 pocket wifi. Please note that the connection speed will be shared among each device connected, so having 5 devices connected at the same time could result in noticeable speed slowdown.
 
How long does the battery last?
A fully charged battery lasts around 4-5 hours. The device can be charged via the USB outlet or a wall outlet (both cables included). You can also rent an extra battery if needed.
 
What is the download / upload speed of a pocket wifi?
The speed of the pocket wifi connection depends on coverage; when connected to a 3G network, download speeds will be around 7.2 Mbps, and the upload speed around 5.76 Mbps. If available, the pocket wifi can also connect to faster networks such as HSDPA.
 
How much data do I get?
We provide enough data with every rental to satisfy average data needs, depending on the number of days rented. If you think this might not be enough, you can always opt to upgrade your data allowance!
 
How can I check my data usage?
You can indeed check your data usage in real-time during your rental - the procedure for doing so will vary depending on which pocket wifi you have. You can find more information about this here.
 
Can I make calls with the pocket wifi?
The pocket wifi does not enable regular voice calls via cellular networks, however it does allow VoIP calls such as Skype, Viber, GoogleVoice etc. over data networks.
 
Can I send text messages / multi-media messages with the pocket wifi?
The pocket wifi does not enable regular SMS / MMS via cellular networks, however it does allow messaging via Whatsapp, Skype, Viber, GoogleChat, MSN etc. over data networks.
 
Does VoIP (e.g. Skype) work with the pocket wifi?
VoIP will work with all pocket wifi’s. This includes Skype, iChat and Facetime.
 
Can I rent just the SIM card? Can I buy the pocket wifi?
At this time we do not rent out just SIM cards, nor do we sell them.
 
What kind of pocket wifi will I receive?
Tep has 4 different types of pocket wifi's: Huawei E585, E586 E5331 and the ZTE MF30. If you have a preference, please email us before the start of your rental and we will try to accommodate your request.
 
Countries Covered
 
For what countries is the pocket wifi available?
The pocket wifi is available for the following destinations:

Africa: South Africa

Asia: China, Hong Kong, Indonesia, Japan, Macau, Sri Lanka and Thailand

Europe: *Austria, Czech Republic, *Denmark, *France, Germany, Greece, Hungary, Ireland, Italy, Malta, Netherlands, Portugal, Romania, Spain, *Sweden, Turkey and the United Kingdom.

*The European pocket wifi does not work Austria, Denmark, France and Sweden. If you are traveling to multiple European countries, including France, please select "Going to France?" in the extras when booking your European pocket wifi. You will then receive another pocket wifi exclusively for France, which includes unlimited internet. Alternatively, you can place another order for a French pocket wifi.

Middle East: Egypt and the United Arab Emirates

Americas: USA and Mexico

Oceania: Australia and New Zealand
 
I will be traveling to many different countries within Europe, how many devices do I need?
If you are traveling to multiple countries within Europe, you can get the European pocket wifi, which works seamlessly across the following destinations: Czech Republic, Germany, Greece, Hungary, Ireland, Italy, Malta, Netherlands, Portugal, Romania, Spain, Turkey and the United Kingdom.

The European pocket wifi does not work in France - if you are traveling to multiple European countries, including France, please select "Going to France?" in the extras when booking your European pocket wifi. You will then receive another pocket wifi exclusively for France, which includes unlimited internet. Alternatively, you can place another order for a French pocket wifi.
 
Can I use my pocket wifi outside its intended destination?
Your pocket wifi is not meant to be used outside its intended destination, and doing so may result in surcharges. Please contact us beforehand if you intend to do so. To test the device, you can turn it on and connect to it, however be cautious that you do not use the internet (i.e. disable emails in background etc.).
 
Coverage
 
What is the coverage like?
Tep partners with the biggest network operators worldwide to ensure that you always have the best and fastest connections available to you. While there will always be great coverage in "populated" areas, (i.e. cities and towns), if you are traveling to exceptionally rural or uninhabited areas (such as the Alps), we recommend you get in touch with us in advance so we can verify the coverage, or check here.
 
Where can I find a coverage map?
Unfortunately there is no global coverage map, however you can find coverage maps for different countries here.
 
How does coverage affect data speed?
In general, the better the signal in your area (indicated by more reception bars), the faster the connection speed should be.
 
Is there coverage on a cruise / out at sea (maritime coverage)?
While Tep offers excellent coverage while on land, maritime coverage will depend on the distance out at sea and the cruise location – the closer to land, the more likely there will be coverage. The best course of action would be to ask the cruise operator if there is mobile data coverage (3G) on the cruise. In any case, there will surely be coverage while docked.
 
If my cell phone can receive a signal, will the pocket wifi as well?
Not necessarily - cell phones work off of a different network than the pocket wifi, so the two are not connecting to the same signal. This is because the pocket wifi connects to data networks; 3G or higher. On the other hand, cell phones connect to mobile phone cellular networks. Since mobile phone cellular networks have been around for a lot longer than data networks, coverage is a lot better, especially in rural areas. For this reason, you might be able to make calls in a rural area but cannot connect to the internet.
 
What if there is no coverage where I am traveling to?
In the rare event that there is no coverage at your location, and you won’t be traveling to any other location where there may be coverage, you can cancel your Tep rental.
 
Delivery / Pickup
 
How far in advance should I book?
To ensure availability, we recommend placing your order at least 10 days prior to travel departure date - however, you can still place orders closer to your departure date. For last-minute order, your pocket wifi will arrive latest the day before your rental starts.
 
What shipping options are available to me?
You can choose to have your pocket wifi shipped to your home before you depart, or have it shipped directly to your destination. Alternatively, if you are traveling through the UK, you can opt to pick up your order at our collection points in London Heathrow Airport (all terminals) or Paddington Station.

Please note that any duty or customs charges for deliveries to non-EU countries (e.g. Switzerland, Norway etc.) will be charged back to you.
 
Upon placing an order, when will the pocket wifi arrive?
Your Tep is guaranteed to be delivered 1-3 days before your chosen rental start date. If you need the device earlier, you need to indicate an earlier rental start date.
 
Can I place a last-minute order?
Tep ships with FedEx guaranteed next-day delivery, so any last-minute orders can be fulfilled. Even better, if you’re in central London, Tep can get you a device on the same day. Please contact us for more details.
 
Where are the collection points?
Collection (and drop-off) points are located conveniently in London Heathrow Airport (all terminals) and London Padding Station. There are no such locations outside the UK currently.

Heathrow collection points are located just outside the customs & baggage reclaim exit, at the "Excess Baggage Company". To get there, follow the signage towards "Left Luggage". Please note that the pickup point within Heathrow Airport is landside, meaning that if you are transferring flights at Heathrow, you will need to check-out to reach the collection point.
Terminal 1: Arrivals hall, next to lifts for Heathrow Express, open Mon-Sun 06:00 - 23:00 GMT.
Terminal 3: Arrivals hall, near Car Hire desks, open Mon-Sun 05:00 - 23:00 GMT.
Terminal 4: Arrivals hall, West end, open Mon-Sun 05:30 - 23:00 GMT.
Terminal 5: Arrivals hall, UK Arrivals End, open Mon-Sun 05:30 - 23:00 GMT.

The Paddington collection point is located on platform (track) 12, at the "Excess Baggage Company". To get there, follow the signage towards "Left Luggage". Open Mon-Sun 07:00 - 23:00 GMT.
 
What if I give the wrong shipping address?
If details in your shipping address prevent your device from being delivered, you will be contacted by the relevant delivery service (e.g. FedEx) upon the first delivery attempt. Any redelivery costs will be charged back to you.
 
How can I request a special delivery?
If you would like to request shipment to a country not offered on our website, or have specific delivery requests, please email us before placing your booking so we can make the necessary arrangements.
 
Return
 
How can I return the pocket wifi at the end of my rental period?
A few options are available to you; you can drop off the device at London Heathrow Airport (all terminals) or London Paddington Station. Or, you can get a prepaid return label to easily return the device from the UK or the USA via any post office. Alternatively, you can organize your own return. If you are organizing your own return, please ensure the package gets sent to the following address:

Fonmigo Ltd. (Tep)
Unit 208, 326 Kensal Road
W10 5BZ, London
United Kingdom

Please note that any duty or customs charges will be charged back to you. You cannot drop off the device in person at the above address. If you need further help with the return process, just get in touch with us!
 
Where are the drop-off points?
Drop-off (and collection) points are located conveniently in London Heathrow Airport (all terminals) and London Padding Station. There are no such locations outside the UK currently.

Heathrow drop-off points are located just outside the customs & baggage reclaim exit, at the "Excess Baggage Company". To get there, follow the signage towards "Left Luggage". Please note that the pickup point within Heathrow Airport is landside, meaning that if you are transferring flights at Heathrow, you will need to check-out to reach the drop-off point.
Terminal 1: Arrivals hall, next to lifts for Heathrow Express, open Mon-Sun 06:00 - 23:00 GMT.
Terminal 3: Arrivals hall, near Car Hire desks, open Mon-Sun 05:00 - 23:00 GMT.
Terminal 4: Arrivals hall, West end, open Mon-Sun 05:30 - 23:00 GMT.
Terminal 5: Arrivals hall, UK Arrivals End, open Mon-Sun 05:30 - 23:00 GMT.

The Paddington drop-off point is located on platform (track) 12, at the "Excess Baggage Company". To get there, follow the signage towards "Left Luggage". Open Mon-Sun 07:00 - 23:00 GMT.
 
How quickly do I need to return the pocket wifi?
The pocket wifi needs to be postmarked the day after your rental ends, and returned to us no later than 4 days after the end of your rental period. If you believe this might be an issue, contact us beforehand so we can work something out.
 
What if the device gets lost on the way back?
You are responsible for the safe and timely return of your pocket wifi. For this reason, we always recommend using a trackable return method.
 
Managing your Order
 
Can I amend my booking information after placing an order?
If you want to change your rental dates, upgrade a data plan etc. after placing your order, you can of course do so. Just contact us and we'll make the necessary arrangements.
 
Is it possible to upgrade my data plan during my rental?
Yes, it will always be possible to upgrade the data plan during a rental. To do so, you need to get in touch with us so we can make the necessary arrangements.
 
Is it possible to increase my data allowance after my rental has started?
Yes, it will always be possible to upgrade your data allowance, even if you did not originally choose to. However, the upgrade cannot be backdated to cover previous consumption.
 
Is it possible to extend the rental period once it’s already begun?
Yes, you just need to get in touch with us ahead of time, so we can make the necessary arrangements.
 
What emails will I get from Tep?
Once your order is confirmed, you will receive emails with important information regarding your rental. For this reason, please make sure the email you provide (in the shipping section) is one you check regularly. If necessary, you can contact us and provide an alternate email address after placing an order.
 
How can I cancel my booking?
If for any reason you need to cancel your booking, you can do so without penalty 7 days before your rental starts. Otherwise, we will charge a cancellation fee equal to the greater of either 20% of the total rental cost, or $19.00 / £12.00. All delivery costs and the rental fees for the period you had the device will be exempt from the refund. You will need to return the device to us on the day that you cancel your order - days where you are in possession of the device cannot be refunded.
 
Billing
 
What forms of payments do you accept?
Tep accepts card payments from the following providers; Visa & Mastercard (debit and credit), as well as American Express (Amex).
 
When will I be billed?
You will be billed immediately upon placing your order. The charge will show up in your bank account from "TEPWIRELESS.COM".
 
I cannot find the order charge in my bank statement?
The charge will show up in your bank account from "TEPWIRELESS.COM".
 
Do you take a deposit?
Tep will not charge a deposit for orders placed using a credit card via the official Tep website.
 
Do prices include VAT?
Yes, all prices indicated on the website include VAT.
 
Can Tep supply a VAT invoice?
Yes, please email support@tepwireless.com to request one.
 
Data Usage
 
What's the difference between a megabyte (MB)and a gigabyte (GB)?
MB and GB stand for megabyte and gigabyte, respectively. To get the GB value from a MB value, you need to divide the MB value by 1024, e.g. 1024MB = 1GB, 512MB = 0.5GB and 3072MB = 3GB.
 
How can I check my data usage?
You can indeed check your data usage in real-time during your rental - the procedure for doing so will vary depending on which pocket wifi you have. You can find more information about this here.
 
What happens to unused data at the end of a day?
All data bundles, even those calculated on a daily basis, roll over to the next day if unused. This means that your data allowance never expires, allowing you to use it at your discretion without a daily restriction.
 
What if I run out of data during my trip?
You will receive an email when you hit your data limit. At that point, you will be given 200MB to use for free, before being automatically recharged with 1GB for $39.99 / £24.99. Alternatively, you can opt to upgrade to unlimited internet.
 
How much data do I need?
It's always hard to answer this question, because it depends on how you use the internet. On average, laptop users use 200MB per day, tablet users 100MB per day and smartphone users 50MB per day. Activities such as streaming, downloading, teleconferencing and using remote desktops will increase the rate of usage though - for more on this please read the below section on rapid data consumption. By default, we provide enough data with every rental to satisfy average data needs. If you think this might not be enough, you can always opt to upgrade to your data allowance!
 
How much data does browsing websites use?
A standard web page is likely to download between 200-500KB of data. However, websites with a lot of media content (pictures or videos) such as Facebook may use substantially more data.
 
How much data do emails use?
A general rule of thumb is that 50MB is enough for 250 emails. However, any attachments can greatly sway this number. A simple text email will only be a few bytes.
 
How much data does Skype use?
A simple voice call via Skype will use around 4KB /second, while a video call will be 650KB /minute. However, this will vary according to coverage, as Skype will automatically increase or decrease call and video quality according to your internet speed. As a reference, a 15 minute audio call could use around 5MB, while a 15 minute video call could use around 10MB.
 
How much data does online gaming use?
Online gaming on a PC will use maximum 100MB /hour - usually around 70-80MB /hour. This is regardless of the type of game, because graphics do not factor into data consumption, meaning games like Minecraft and Call of Duty will use the same amount of data. However, one important aspect to consider is ping time - the fastest connection via the pocket wifi is 3G, which is a lot slower than something like a home LAN network. For this reason, users may experience lag while playing simply because the internet speed is insufficient. For games where success depends on reacting quickly (shooters), a 3G connection may be too slow for the game to be playable.
 
What if I experience rapid data consumption?
There are a variety of factors that could contribute to rapid data usage.

The main way to use a lot of data quickly is by downloading or streaming audio / video (e.g. Spotify, Netflix, P2P); this can easily result in data usage of over 100MB in 15 minutes. For your reference, a standard-definition movie is usually around 700MB.

In addition, certain programs will consume data in the background without giving any indication of doing so. For example, system updates are usually downloaded and installed automatically without prompt. Backup software (such as iCloud, Dropbox and GoogleDrive) will continuously use data throughout the day - in fact most Mac / iOS devices come pre-configured with a backup feature always enabled. Other programs such as Skype and other chat clients will also contribute to data usage if kept on continuously. Finally, you should be wary of email clients such as Outlook and Entourage, which constantly download both emails and attachments.

Remember that any data usage is amplified when sharing the connection between multiple devices or people, meaning even "normal" activities such as web browsing will consume more data when multiple devices are connected at the same time. For that reason, we recommend you share the above information with anyone who will be using the pocket wifi with you!
 
Troubleshooting
 
What if my pocket wifi doesn't work?
In the unlikley event that your pocket wifi gives you trouble, you can follow this guide to get it working again.
 
Satisfaction Guarantee
 
What is Tep's Satisfaction Guarantee?
We get it - you're traveling, and often internet is essential to keep up with work, contact important people or prevent yourself from getting lost.

For that reason, our core mission is to ensure that your experience with Tep's pocket wifi is uncompromising in facilitating your travel experience.

Therefore, if you are ever not 100% satisfied with your pocket wifi rental, please get in touch with us as soon as you can. Someone from customer service will get back to you within 24 hours with a solution. Sometimes, that person will need to ask you a few more questions to ensure the correct problem is being addressed. We'll do whatever we can to come to a solution which doesn't take up more of your time than absolutely necessary. We'll most likely be able to resolve your issue remotely, otherwise we'll send you a replacement unit as fast as humanly possible.

If for whatever reason we cannot fix the problem (or you don't want a replacement unit), then we'll give you a credit for your next rental or refund your money. It's your choice!
 
Fair Usage Policy
 
What is fair usage?
All our unlimited internet plans come with a fair usage allowance (also known as a bandwidth cap); a limitation on the transfer of a specified amount of data over a period of time. It is something network operators impose on Tep to ensure their mobile network does not get overloaded by excessive usage. Thus Tep has to monitor the consumption of all users, and make sure it does not exceed this level. Tep's unlimited data proposition is based on the average usage of a large sample of customers, and then doubled. While fair usage policies exist with all mobile network operators, you will find Tep’s to be particularly generous - only around 3% of users are affected by it.
 
So it’s not really unlimited internet?
Truly unlimited internet would be a very expensive proposition to offer. To make the package more cost-friendly, we set a generous limit on the unlimited package which should only affect a small minority of users. In all cases, proper notice will be given before charging any overage fees.
 
What is the fair usage allowance?
The fair usage allowance is calculated as follows: 500MB per day, up to 5GB per 30 days.

E.g. for a 7 day rental, your fair usage allowance would be 3.5GB. For a 25 day rental, your fair usage allowance would be 5GB. For a 35 day rental, your fair usage allowance would be 7.5GB.

Your entire data allowance will be available to you at the start of your rental period. All data is cumulative, meaning it can be consumed as slow or as fast as you want - at no point does your data expire.

You will receive an email when you consume your total allowance. At that point, you will be given 200MB to use for free, before being automatically recharged with 1GB for $39.99 / £24.99.
 
Where did I accept the fair usage policy?
The fair usage policy is outlined in the Rental Agreement. Before placing any order with Tep, there is a mandatory checkbox requiring that “you have read and agree” with the terms outlined therein. The note about the fair usage is also displayed prominently in the booking page below the extras section.
 
 
 
 
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