GENERAL

What is a Teppy / pocket wifi?

A Teppy – also known as a pocket wifi, MiFi, wireless dongle, global / mobile hotspot – works similarly to your wireless router at home. When turned on, it creates a wireless hotspot which anyone in the vicinity can connect to, assuming they have the password.

But, unlike your wireless router at home, Teppy is small, portable (it fits in your pocket), doesn’t require any setup, cables or installation, and works seamlessly over the world. Simply turn on and connect!

This means you can travel the world with your smartphone, laptop, tablet, game consoles etc., knowing that you can securely and reliably connect all of your devices to the internet, whenever you want.

How does Teppy actually connect worldwide?

Non-technical answer: Imagine a little gnome lived inside your phone, and every time you traveled abroad it would swap your SIM card for you, so that you’re always connect to local networks, at local rates. This is basically what’s going on inside your Teppy.

Technical answer: Teppy uses patented virtual SIM technology to allow seamless connectivity all over the world. When you power Teppy on, it will automatically figure out what country it’s in, and choose the best network operator for you, via a bank of SIM cards it can access in the cloud. It will then connect to the data network of that operator. All this stuff happens discreetly in the background, so you never have to fuss with it.

What devices can connect to my Teppy?

Teppy works with any WiFi-enabled device, such as laptops (e.g. Windows & Mac), smartphones (e.g. iPhone, Android, Blackberry, Windows Phone) tablets (e.g. iPad, Samsung Galaxy, Kindle) and anything else that can connect to WiFi (e.g. game consoles).

How do I use my Teppy?

To connect to your Teppy, first power it on, then locate your Teppy’s unique network name (SSID) and password. Now find your Teppy’s network name in the WiFi list of your smartphone or other device, and enter the password. That's it, you will now be connected to the internet. The below video shows how easy it really is!

Does Teppy work with carrier-locked devices?

Yes, because Teppy uses wireless internet, it works even with carrier-locked devices!

How many devices can I connect to Teppy?

You can connect up to five different devices to one Teppy. Please note that the connection speed will be shared among each device connected, so having five devices connected at the same time could result in noticeable speed slowdown.

How long does the battery last?

A Teppy with a fully charged battery will lasts at least 6 hours while connected to one device. The device can be charged via a USB or wall outlet (both cables included). You can also get an external battery pack if needed.

What is the download / upload speed?

Non-technical answer: The speed of your Teppy’s connection depends on coverage. Basically, the stronger the coverage, the faster and more reliable the speed. Adverse weather can also inhibit your connection speed. But, unless you’re in an area with really poor coverage, your speed should always be fast enough for ‘normal’ internetting, e.g. browsing the web, sending emails etc. If you want the fastest speeds possible, be sure to opt for the 4G upgrade.

Technical answer: You may have heard operators brag about their data speeds, e.g. 100 megabytes per second (Mbps) or even 1 gigabyte per second (Gbps) on 4G. While it sounds impressive, these are merely theoretic data speeds, i.e. conducted in a perfect environment where there is zero latency (network lag). This means that, unfortunately, when out in the real world, your speeds will never approach that speed (yet). For that reason, below we’ve outlined theoretical and real-world data speeds, so that you can know what to expect:

4G

Theoretic data speeds: 100 Mbps when moving, e.g. in a car, 1 Gbps when standing still.

Real-world data speeds: 18.6 Mbps and upload speeds of 9.0 Mbps

3G

Theoretic data speeds: 7.2 Mbps or 52 Mbps on 3G HSPA+

Real-world data speeds: 4.3 Mbps download and 1.1 Mbps upload

Can I make calls with Teppy?

Teppy only gives you an internet connection, it does not enable regular voice calls via your cellular network, however it does allow VoIP calls such as Skype, Viber, GoogleVoice etc.

You can also download the Tep+ app. With the Tep+ app, you can call and message anyone who has the app for free, and you can call and send SMS text messages to everyone else at the lowest possible rates.

Can I send text messages / multi-media messages with Teppy?

Teppy only gives you an internet connection, it does not enable regular SMS / MMS via your cellular network, however it does allow messaging via WhatsApp, Skype, Viber etc.

You can also download the Tep+ app. With the Tep+ app, you can call and message anyone who has the app for free, and you can call and send SMS text messages to everyone else at the lowest possible rates.

Does VoIP (e.g. Skype) work with Teppy?

Yes, VoIP will work. This includes Skype, iChat and Facetime.

Can I rent a Teppy instead of buying?

Absolutely! Head over here to rent a Teppy. You will also be given the option to buy your Teppy after renting.

Why should I buy a Teppy instead of renting it?

If you’re planning on traveling regularly, i.e. more than a couple times a year, then buying a Teppy is probably best for you. When you buy a Teppy, you get a cheaper daily rate, and more importantly, you only pay for the days you actually use the device.

Why should I buy with Tep Wireless?

Tep Wireless was one of the earliest entrants into the travel connectivity market – we recall a time when we only had one direct competitor outside of Asia! Since then, we’ve seen a flood of small, mostly regionally focused competitors, who have done their best to replicate our business model, with little innovation. You may even have noticed similar (or the same) wording or imagery on their websites, because indeed a few bad apples have been rather unabashed in copying from us! But that’s honestly ok, because we know that the most important aspects of our business are very difficult to copy.

The way that we differentiate ourselves is very simple: we are not a technology company, we are a service company. That’s why we offer more than just internet connectivity, and promise to continue innovating on the travel experience. That’s why we deliver worldwide and charge as little as humanly possible for delivery. That’s why we’ll give you $20 for every friend you refer to Tep. That’s why our in-house customer service team can be contacted 24/7 via a ridiculous number of channels. That’s why we created an app which allows you to call us for free. That’s why we live by our genuinely no-BS Satisfaction Guarantee. And that’s why we receive real positive reviews from real travelers every single day.

Thanks for putting your trust in us!

COUNTRIES COVERED

In which countries can I connect with my Teppy?

The Teppy is available for the following destinations:

Europe: Austria, Belgium, Czech Republic, France, Germany, Greece, Hungary, Ireland, Italy, Monaco, Netherlands, Norway, Poland, Portugal, Russia, San Marino, Spain, Sweden, Switzerland, United Kingdom, Vatican, Albania, Bulgaria, Croatia, Denmark, Estonia, Finland, Iceland, Isle of Man, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Romania, Slovakia, and Slovenia.

Asia: Cambodia, China, Hong Kong, India, Indonesia, Japan, South Korea, Malaysia, Singapore, Sri Lanka, Taiwan, Thailand, Vietnam, Israel, Turkey, United Arab Emirates, Bahrain, Cyprus, Iraq, Jordan, Kuwait, Oman, Pakistan, Philippines, Qatar, and Saudi Arabia.

North America: Canada, Mexico, and United States.

Oceania: Australia and New Zealand.

Africa: Egypt, Gibraltar, Mayotte, and Reunion.

Caribbean Islands: Martinique and Guadeloupe.

What happens if I try to connect in a country not listed above?

Your Teppy will simply not connect, and you will not be charged.

What happens to my connection as I move from country to country?

You may lose connectivity briefly when moving across a national border (as you connect to a new network), but other than that your connectivity will be seamless.

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)?

Unless you’re close to land, the device will not work while you’re out in the open waters. But, the closer you get to land, the more likely your device will be able to pick up a terrestrial signal and thus allow you to connect to the internet. Please note that, even if your cruise advertises mobile connectivity on board, it’s most likely satellite-based, and will therefore not work with Teppy.

If my cell phone can receive a signal, will Teppy as well?

Not necessarily – cell phones work off of different networks than your Teppy, meaning the two are not connecting to the same signal. This is because Teppy connects to data networks; e.g. 2G, 3G, LTE, 4G. On the other hand, cell phones connect to cellular networks.

Since cellular networks have been around a lot longer than data networks, coverage is better because there’s more infrastructure in place (i.e. cell towers), especially in rural areas. For this reason, you might be able to make calls in a rural area but still won’t be able to access the internet.

What if there is no coverage where I am?

If there is no coverage where you are, meaning your device cannot connect you to the internet, you will not be charged. Please try moving to a new location to see if you can catch a signal.

TECHNICAL SPECIFICATIONS

What are the technical specifications of the Teppy?

  • 100mm (length) x 70 mm (width) x 15mm (thickness)
  • Weight: 128g
  • Mobile Bands supported:
    • 2G: GSM / EDGE / GPRS Quad-Band 850/900/1800/1900
    • 3G: UMTS 1/2/4/5/8 3G
    • 4G: FDD-LTE 1/2/3/4/5/7/8/17/19/28A or Ban 20. 4G
  • WiFi network:
    • IEEE 802.11 b/g/n
    • 2.4GHz
  • Battery:
    • 2800mAh lithium-ion polymer battery
    • At least 6 hours of service when one device is connected
    • 80% charging in only 1.5 hours in power off mode
    • 100% charging in only 2.5 hours in power off mode
    • Micro-USB charging port

DELIVERY / PICKUP

What shipping options are available to me?

You can have your Teppy shipped to your home, or have it shipped directly to your traveling destination. 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 my device arrive?

You will be able to see the estimated delivery timeframe when going through the checkout process, and again in your order confirmation email.

Are there any pickup points?

There are no pickup points for sold devices, sorry!

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. Furthermore, if you request a change to the delivery address after we’ve already shipped your unit, then there will be a small penalty fee.

How can I request a special delivery?

If you would like to request shipment to a country not offered on our website, or if you have specific delivery requests, please email us before placing your order so we can confirm the necessary arrangements.

ORDER BILLING

What currency do you charge in?

Depending on the currency that is selected when you place your order, you will be charged in either US Dollars ($), Euro (€), or Pound Sterling (£). If your bank account is in a different currency, your bank may charge you a conversion fee.

What forms of payments do you accept?

We accept card payments from Visa and Mastercard (debit and credit), as well as American Express. We also accept payments via PayPal and Apple Pay (on iOS devices only).

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".

How can I locate charges in my bank account?

Charges will show up from "TEPWIRELESS.COM".

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.

DAY-PASS BILLING

What is a day-pass?

A day-pass provides you with unlimited internet access for one day. You can buy as many day-passes as you want, and use them whenever you want; they never expire. You are given 3 day-passes for free when you purchase a device.

How do I activte a day-pass?

If you turn on your Teppy, connect a device to it and start browsing the internet, a day-pass will activate. Even if the Teppy is turned on and connected to a device, you will only be charged if there is actual data usage.

How do I get charged for usage?

You will automatically be charged for all usage on a weekly basis. Charges will be placed to the credit card or PayPal account used to place your order, but you can switch billing method at any time by getting in touch with us.

Alternatively, you can choose to be charged on a pre-paid basis. This means that, instead of being charged for all usage on a weekly basis, you can pre-pay for day-passes in advance, and, once you have none left, your device will not let you connect again until you’ve added more day-passes. You can then contact us to add more day-passes.

DATA USAGE

Do I really get unlimited internet?

Yes, each day-pass provides truly unlimited internet for one day, which is never cut off, regardless how much you use.

Does my speed throttle at any point?

If you use more than 1GB in a day, your connection speed will get slowed to 256kbs. The connection speed will return to normal the next day.

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 – mobile data connectivity can be a lot slower than your home LAN network. For this reason, players may experience lag while playing simply because the internet speed is insufficient (e.g. when connected to 3G). For games where success depends on reacting quickly (shooters), a 3G connection may be too slow for the game to be playable. If you want to avoid latency issues, opt for the 4G upgrade!

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 Teppy with you!

SATISFACTION GUARANTEE

What is Tep's Satisfaction Guarantee?

We get it; while traveling, internet is crucial to keep up with work remotely, maintain contact with important people and prevent yourself from getting lost. It’s also pretty important to keep up with important sports developments and stalk your friends online.

For that reason, our mission is to ensure that your experience with our service is uncompromising in enhancing your travel experience. We’ll be the first to admit that there are going to be times when the service doesn’t function at 100%, due to lack of coverage, network congestion, even poor weather can impede your connectivity! These things are generally completely outside of our control, and happen without warning, however, our promise is to address and resolve any issues you might have proactively and effectively. We want you to trust that, if things go wrong, our 24/7 customer support team is always there to help, and will do whatever it takes to remedy a negative situation.

So, if you are ever not 100% satisfied, please get in touch with us as soon as you can. Someone from customer service will get back to you within an hour (usually 15 minutes). 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 (within 24 hours).

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 trip or refund your money. It's your choice!