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 8 hours while in use (20 on standby). 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.

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.

COUNTRIES COVERED

For what countries is the pocket wifi available?

The pocket wifi is available for the following destinations:

Africa: Mauritius and South Africa

Americas: Argentina, Brazil, Canada, Mexico and the USA

Asia: Cambodia, China, Hong Kong, India, Indonesia, Japan, Kazakhstan, South Korea, Macao, Malaysia, Maldives, Singapore, Sri Lanka, Taiwan, Tajikistan, Thailand and Vietnam

Europe: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Iceland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Russia, San Marino, Slovakia, Spain, Sweden, Switzerland, United Kingdom and the Vatican

Middle East: Israel, Turkey and the UAE

South Pacific: 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:

Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Iceland, Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Russia, San Marino, Slovakia, Spain, Sweden, Switzerland, United Kingdom and the Vatican.

I will be traveling to Australia and New Zealand, how many devices do I need?

If you are traveling to Australia and New Zealand, you can get the South Pacific pocket wifi.

I will be traveling to many different countries within the Americas (North and South America), how many devices do I need?

If you are traveling to multiple countries within the Americas (North and South America), you can get the Americas pocket wifi, which works seamlessly across the following destinations: Argentina, Brazil, Canada, Mexico and the USA.

I will be traveling to many different countries within Asia, how many devices do I need?

If you are traveling to multiple countries within Asia, you can get the Asian pocket wifi, which works seamlessly across the following destinations: Cambodia, China, Hong Kong, India, Indonesia, Japan, Kazakhstan, South Korea, Macao, Malaysia, Maldives, Singapore, Sri Lanka, Taiwan, Tajikistan, Thailand and Vietnam.

I will be traveling to many different countries all over the world, how many devices do I need?

If you are traveling to multiple countries around the world, you can get the Global pocket wifi, which works seamlessly across all the destinations listed below.

Argentina, Australia, Austria, Belgium, Brazil, Cambodia, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Kazakhstan, Liechtenstein, Luxembourg, Macao, Malaysia, Maldives, Mauritius, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, San Marino, Singapore, Slovakia, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tajikistan, Thailand, Turkey, UAE, United Kingdom, USA, Vatican and Vietnam.

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.).

NETWORK 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.

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 rental (there is no cancellation fee).

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 except T1) 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 business 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 except T1) 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 2: Arrivals hall (ground floor), open Mon-Sun 05:30AM - 10:00PM BST.
Terminal 3: Arrivals hall, near Car Hire desks, open Mon-Sun 05:00AM - 11:00PM BST.
Terminal 4: Arrivals hall, West end, open Mon-Sun 05:30AM - 11:00PM BST.
Terminal 5: Arrivals hall, UK Arrivals End, open Mon-Sun 05:30AM - 11:00PM BST.

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 07:00AM - 11:00PM BST.

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 except T1) 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. Please ensure the package gets sent to one of the following addresses:


UNITED STATES:

Tep Wireless Returns
E. Cowell
108 Nuttree way
Durham, NC, 27713
United States
+1 877 888 3741

UNITED KINGDOM:

A Novo UK Ltd
Tep Account
B. Czerwinska
71 Bilton Way
Enfield, EN3 7EP
United Kingdom
+44 20 3318 2523

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 except T1) 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 2: Arrivals hall (ground floor), open Mon-Sun 05:30AM - 10:00PM BST.
Terminal 3: Arrivals hall, near Car Hire desks, open Mon-Sun 05:00AM - 11:00PM BST.
Terminal 4: Arrivals hall, West end, open Mon-Sun 05:30AM - 11:00PM BST.
Terminal 5: Arrivals hall, UK Arrivals End, open Mon-Sun 05:30AM - 11:00PM BST.

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 07:00AM - 11:00PM BST.

How quickly do I need to return the pocket wifi?

To ensure that your pocket wifi can make its way to the next user in time, it's important that you help us by returning it as fast as possible! We therefore kindly ask that you drop-off / postmark your return package maximum two days after your rental ends. We'll be flexible if this poses a problem for you, but please 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 or delivery details after placing your order, you can of course do so. Just contact us and we'll make the necessary arrangements.

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?

You can cancel your rental anytime you want, there is no cancellation fee. If your device has already been dispatched, then we will not be able to refund relevant shipping charges. We also cannot refund days with usage on the device. If you already have the device, you will need to return it to us immediately.

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?

The user guide included in your Tep pouch will include instructions on how to do so.

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!

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!