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Frequently Asked Questions

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1. GENERAL

  • 1.1. What is included in the Wifivox pack?

    The pack includes the device with a hard case, a mini-USB cable and a wall charger.

  • 1.2. Does it come with instructions?

    The Wifivox is really simple and easy to use, every pack comes with instructions to make the first connection easy.

  • 1.3. How long does the battery last?

    The battery has an average life of 8 hours. Depending on the number of devices connected and the type of apps used, it can last more or less hours.

  • 1.4. How many external devices can connect to a Wifivox at one time?

    10 external devices can connect simultaneously to a Wifivox unit. If you are renting the international device, you can connect up to 5 devices.

  • 1.5. What is the maximum distance I can be away from the Wifivox for it still to work?

    The signal radius is 15 metres in open space.

  • 1.6. Do you have 4G pocket wifi devices?

    All of the units in stock at the moment are 4G.

  • 1.7. What speed does the device reach?

    The devices connect to the speed of 4G (HSDPA) by default, depending on the area. They have a download speed up to 50Mbps and upload up to 25Mbps. If the 4G connection isn't available, the device will then connect to 3G and 3.5G (HSDPA) providing an upload speed is between 4 Mbps to 21 Mbps. The international units also provide an upload speed is between 4 Mbps to 21 Mbps.

  • 1.8. Will I be able to use my smartphone, tablet or laptop?

    Yes, Wifivox connection will allow you to use your smartphone from your country without any problem. The same will happen with your tablet or laptop. It will be the same thing than connecting to your home router.

  • 1.9. Does the Wifivox have to be connected to the electricity supply for it to work?

    No, the Wifivox unit works with its own battery so you can use it anywhere at any time. Inside the pack there is a charger to recharge the battery when needed.

2. COVERAGE

  • 2.1. How can I know what coverage Wifivox has in the area that I’m going to be in?

    You can check our Spanish coverage map by clicking on the following link: CHECK COVERAGE Type in the town or city in which you would like to consult the coverage. If the area has yellow, orange or pink colour it means it has good 4G or 3G coverage. For the rest of the countries please ask us.

  • 2.2. Can I use the device outside of Spain?

    We have two different devices, the European one (that can only be used in Europe) and the international device.

  • 2.3. Which countries does the international Wifivox cover?

    Europe:
    Aland Islands, Albania, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Vatican City (The Holy See)

    Asia:
    Bahrain, Bangladesh, Cambodia, China, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kazakhstan, Macao, Malaysia, Mongolia, Nepal, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, The Lao People's Democratic Republic, United Arab Emirates, Vietnam, Yemen

    Africa:
    Algeria, Angola, Egypt, Ghana, Kenya, Mauritius, Morocco, Nigeria, South Africa, Tanzania, United Republic Of, Tunisia, Western Sahara, Zambia

    South America:
    Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Peru, Uruguay, Venezuela

    North America:
    Canada, Costa Rica, El Salvador, Guatemala, Mexico, Nicaragua, Panama, Puerto Rico, United States

    Oceania:
    Australia, Fiji, Guam, New Zealand, Northern Mariana Islands

  • 2.4. Which Service provider does Wifivox use?

    The Service provider that Wifivox uses is Orange, the carrier with best speed and coverage in Spain. Outside Spain, Wifivox has an agreement with the major carriers in each country where we have coverage in order to guarantee the best connection for our customers.

  • 2.5. Is there a signal out at sea?

    If you are in a boat near the coast the unit will work but if you go out further to high sea then the unit will not receive the signal as it depends on 3G Antennas to be able to work.

    If you are in a cruise, please switch off the unit. If the Wifivox unit gets connected when you are at the sea in a cruise, the unit will be automatically blocked and you won't be able to use it anymore.

  • 2.6. Is there a signal in the Metro/Underground?

    Now, in practically all the lines there is a signal but there are still a few stations and parts of some lines in which the the unit will not work.

  • 2.7. Does a Wifivox have good coverage?

    Wifivox uses the best and widest coverage in the whole of the Spanish territory (including Balearic and Canary Islands).

  • 2.8. Will I have coverage in the Balearic Islands and the Canary Islands?

    Yes, Wifivox has coverage in both the Balearic and Canary Islands.

  • 2.9. How does the coverage effect the speed of the device?

    The more coverage there is, the quicker is the connection. You can see how much coverage you have by observing the coverage bars on the Wifivox screen.

3. DELIVERY & PICK-UP

  • 3.1. What time will I receive the Wifivox?

    Depending on the type of delivery, it will be delivered at different times:

    - Delivery to a hotel reception: Normally we send your device 1 day before your arrival at the hotel, so that the package is waiting for you at reception when you arrive. If you order the package for the next day, the allocated delivery time is between 9:00 and 14:00.

    - Delivery to an apartment: The allocated delivery time is between 9:00 and 14:00, except on Saturdays which is between 9:00 and 13:00.

    - Delivery at a MRW/UPS Pick-up point: Normally we send the device 1 day before your arrival so that the package is waiting for your when you arrive. If you order the package for the next day, the allocated delivery time is between 9:00 and 14:00.

  • 3.2. Can I pick-up the Wifivox at the airport?

    Yes, at the moment you can select to get your unit delivered to the Barcelona airport (Terminal 1 or 2) or to the Madrid airport (Terminal 1 or 4). You will need to make your booking online at our website with at least 48 hours in advance to get your unit delivered in time. The pick-up point at the airport is located at the LEFT LUGGAGE desk ("Consigna" in Spanish) which is run by the company Excess Baggage Company. The pick-up point is opened 24/7 (except Barcelona Terminal 2, which is open from 6:00 to 22:00). You will just need to show your ID to the staff at the desk and they will give you your package.

  • 3.3. How do I get my Wifivox?

    We have various delivery services. In Barcelona and Madrid City, you can pick-up from our stores or we can deliver free of charge to your hotel or apartment. Outside Madrid or Barcelona City we use a private courier for deliveries or we have many Pick-up points all over Spain. Check the pick-up points HERE. If you want to get your device in Europe we’ll deliver and collect it at your hotel.

  • 3.4. Is the delivery service safe?

    Wifivox uses MRW (Spain’s number 1 private courier service for efficiency and security).

  • 3.5. I would like you to send the Wifivox to a pick-up point. Where can I find a list of the pick-up points?

    We use 2 types of pick-up points: 1. MRW offices: The delivery to a pick-up point takes 1 day and the offices are open from Monday to Friday. (also Saturday in selected places) 2. UPS Access Points: The delivery to a pick-up point takes 3-4 working days. If you want to check the MRW and UPS pick-up points please click HERE.

4. RETURN

  • 4.1. How do I return my device?

    In Barcelona and Madrid City, you can drop-off the device at our store or we have a free collection service from your hotel or apartment. For pick-ups outside Barcelona and Madrid you can have it collected by a private courier service (at your hotel or apartment) or use one of our many Drop-off points around Spain. You can also return the device at any Spanish airport.

  • 4.2. Can I return my unit at the airport?

    Yes, of course. If you choose the option for airport drop-off, we will supply you with a prepaid and addressed envelope so you can return the unit from a Correos mail box at the airport. At some smaller airports there are no mailboxes. In this case you can post the envelope in any yellow Correos post box in Spain. If you return at the Madrid or Barcelona airport we highly recommend to return at the drop-off point located in Terminal 1 or 2 in Barcelona airport, or in Terminal 1 or 4 in Madrid airport.

  • 4.3. At what time should I return the Wifivox to the reception of my hotel?

    You should return the Wifivox before midnight on your last rental day. Early the next day the package will be picked up from the reception desk by a one of our couriers.

  • 4.4. What happens if I return the unit whilst it is still turned on?

    All the devices should be turned off before being returned. If the unit is still turned on the system will detect it and Wifivox could automatically charge you for these extra days.

  • 4.5. What should I do if I lose or get my device stolen?

    First thing you should do is contact us as soon as possible so we can block the unit and it’s not unfairly used. The cost of the loss/theft of one of our devices is 80€.

  • 4.6. I want you to pick-up at my apartment. At which time will you pick-up?

    If you are in Barcelona or Madrid you can select a 2-hour pick-up slot between 10:30 and 13:30 and 16:30 to 19:30

    If you are outside Barcelona or Madrid you can select a 3-hour pick-up slot between 10:00 and 14:00 and 16:00 to 19:00

  • 4.7. Which is the latest collection hour?

    If you are in Barcelona or Madrid, the latest pick-up hour would be 19:30.

    If you are outside Barcelona or Madrid, the latest pick-up hour would be between 16:00 and 19:00 (we can't guarantee the exact hour. We need to give a 3-hour slot to the courier)

5. BOOKING

  • 5.1. Can you buy a Wifivox?

    For frequent travelers we offer the purchase option. For more information follow the link: Pro traveller

  • 5.2 Can I rent SIM card only?

    Yes, you can rent only the SIM card for Spanish connections, the price remains the same, 6,99€/day. At the end of the rental period you must return the SIM card.

  • 5.3. How far in advance should I book the device?

    If you stay is in Barcelona and Madrid City we can deliver the same day but if you will be located outside Barcelona or Madrid, in other areas of Spain, we can deliver for the next day. However, we recommend the booking to be placed the earlier the better, basically for your own peace of mind. During the peak season (May to October) and in certains events such as Mobile World Congress in February or at Christmas, we have a huge demand for Wifivox units, so we recommend you to book as far as in advance as possible in order to assure the booking of your unit. If you are renting the international device you should place the order at least 3 days before the rental begins.

  • 5.4. Do I have to pay a deposit?

    If you book online there is no deposit charged. If you come to our store in Barcelona and make a booking with credit or debit card, there is no deposit charged. If you pay with cash at our store there is a refundable deposit of 80 Euros.

  • 5.5. Do you have long term rental special prices?

    If you are going to use Wifivox for long periods of time, please write us at info@wifivox.com and we will discuss all your options.

  • 5.6. I have rented a Wifivox and would like to extend the rental. How do I do it?

    You need to contact Wifivox by email to info@wifivox.com requesting the extension of the rental. You will be charged for the extension on the credit card that you used for the original order.

  • 5.7. Can I order a car charger?

    Yes, you can rent one for 3 Euros for the complete rental.

  • 5.8. Can I order a power bank?

    The power bank is a gadget to charge your Wifivox on the go. You can rent one for 6€ for the complete rental.

  • 5.9. Can I place a last minute order?

    Yes, we have the same day and next day delivery depending on the place and the day that it is ordered. For deliveries in Barcelona or Madrid

    If your order is made between Monday and Saturday we can deliver the same day If you order is made on Sunday we can deliver the next day; Monday morning For deliveries in the rest of Spain

    If your order is made between Monday and Friday we will deliver the next day If you order is made on Saturday or Sunday we will deliver on the Tuesday morning.

  • 5.10. I would like to rent a Wifivox but I don’t know yet where I will be staying in Spain. Can I rent one anyway?

    Yes, you can make the online booking with Wifivox and leave the delivery details boxes empty until you know where you will be staying. You can then let us know up to 2 days before your rental start date so that we can organize the delivery successfully.

  • 5.11. Can I make a special delivery?

    For special deliveries please contact info@wifivox.com. We have the option of sending packages the same day outside of Barcelona and urgent packages also with delivery before 10:00 and 12:00.

  • 5.12. Can I request changes on my rental once I have the device?

    Yes, you can request all the changes you deem necessary. All you have to do is send an email to info@wifivox.com and explain your needs in detail. We'll be happy to assist you.

6. PAYMENT

  • 6.1. Which credit cards do you accept?

    We accept VISA, Mastercard, Maestro and American Express (AMEX)

  • 6.2. Do you accept debit cards?

    Yes, we accept them but they must be VISA, Mastercard or Maestro.

  • 6.3. Do you accept cash?

    Yes, we do, but only when you come to our store to rent personally. In this case you must leave a 80€ fee.

  • 6.3. I tried paying online with my card on your webpage and it said there was an error. What does this mean?

    With online payments there can sometimes be errors, but in 99% of them are one of the following:

    - Your card is not activated for payments abroad. You need to contact your bank so that they activate this function for paying abroad.

    - You have reached the daily limit on your card. You need to contact your bank so that they extend your limit.

    - You have incorrectly typed the card numbers. Check the numbers and try again.

    - You have incorrectly typed the CVV code on the back of your card. Check the numbers and try again.

    - Your card has expired. Please try another card.

    - You are using a card that is not VISA, MASTERCARD nor MAESTRO.

  • 6.4. When will I be billed?

    The payment, in all cases, must be done in advance when booking the device.

  • 6.5. Does the price include VAT? Can I do tax free?

    The price 6,99€/day and 8,9€/day (international devices) includes VAT. You can’t deduct the VAT as it’s only valid for purchases, not for services nor rentals.

  • 6.6. Can I have an invoice?

    If you need an invoice please send an email with your reservation ID to ​ info@wifivox.com with the invoice details (name, address VAT number) and at the end of the rental period, once the device is back and has gone through the devolution process, we would send you the invoice.

7. DATA USAGE

  • 7.1. What is the data limit for a Wifivox rental?

    In Spain: The data limit in Spain is 100 Gb per month. Once you reach the limit, connection will stop.

    In the rest of the world: There are several data plans depending on they country you select. It can be 500 Mb, 1 Gb, 2 Gb per day or unlimited depending on the country to which you are travelling. You can even upgrade your daily data plan if you wish to use more data. Once you reach the limit, speed will be reduced until the next day when you will be able to surf at maximum speed again.

  • 7.2. Can I use VoIP with Wifivox?

    Yes, you can use any Volp service (Skype, Viber, Facetime) and any streaming service.

8. SUPPORT

  • 8.1. What shall I do if I am having problems with my device?

    If you are having problems with your unit you should contact us as soon as possible, there are several ways to reach us: mail, telephone, live chat... Our technical support team will be available for you (see attending hours on the next question), we can try to solve your problems remotely or, if it’s not possible send you a replacement. If you do not contact us we won’t be able refund you for the days you experienced problems.

  • 8.1. At which times of the day can I contact your Customer Service and Technical Support?

    We offer various ways of contacting our technical support and customer service:

    Mail to info@wifivox.com: Monday to Sunday from 7:00 AM to 1:00 AM (Spanish time)

    Telephone at (+34) 93.737.00.55: Monday to Saturday from 10:00 to 14:00 and from 16:00 to 20:00 (Spanish time)

    Online chat at wifivox.com: Monday to Saturday from 9:00 AM to 20:00 PM (Spanish time)

    Twitter to @wifivox: Monday to Sunday from 7:00 AM to 1:00 AM (Spanish time)

    Facebook: Monday to Sunday from 7:00 AM to 1:00 AM (Spanish time)

    Barcelona office: Monday to Saturday from 10:00 to 14:00 and from 16:00 to 20:00 (Spanish time)
    Madrid office: Monday to Friday from 10:00 to 14:00 and from 16:00 to 20:00 (Spanish time)

    On National or Bank Holidays contact can only be made via email, chat, Twitter and Facebook.
    Wifivox is closed on Sundays and on the following Bank Holidays in 2018: January 1st and 6th and December 25th (December 26th as well in Barcelona).

9. TROUBLESHOOTING

  • 9.1. I can’t connect to the Internet

    The reasons for not connecting to the Internet are as follows:

    Reason 9.1.1. You are in an area where there is no 3G coverage. At the top left hand side of the screen it shows the coverage available at any given moment. With 1 bar of coverage the connection would be very difficult or non existent. If the message NO SERVICE appears, this means there is no coverage in that area. SOLUTION: Move or change the position of the Wifivox to a place where there is 3G coverage

    Reason 9.1.2. You are not properly connected to the Wifivox unit. It is normal that mobile phones and laptops connect to already known networks that are saved in their memories SOLUTION: Check that you are connected to the Wifivox unit.

    Reason 9.1.3. The unit sometimes gets very hot depending on the environmental conditions and the hours of usage. When this happens, almost always the message HIGH TEMPERATURE appears on the screen, which could complicate the internet connection SOLUTION: Turn off the device for a few minutes until it cools down and then turn it on again .

    Reason 9.1.4. If there is a large concentration of people where you are (for example, in stadiums, concerts or festivals) the 3G antennas become saturated. This will complicate the internet connection. This can also happen in touristic places where there is only one 3G antenna for the whole area. SOLUTION: Move to a different area or position so that the Wifivox connects to a less saturated 3G antenna or wait until the concentration of people lowers.

    Reason 9.1.5. If you are using an iPad you might have to reset network settings, you should do as follows: Tap Settings > General > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you’ve used before.

  • 9.2. I can’t see the WIFIVOX-XXX network and the unit is turned on

    Reason 9.2.1. People often press the RESET button that is situated inside the unit. When this happens, the unit automatically restores its factory settings, therefore changing the SSID name and password
    SOLUTION: Call or mail Wifivox so the unit can be changed. Wifivox will reconfigure the unit before putting it back into circulation.

  • 9.3. I have fully charged the unit but it doesn’t hold its charge or it only lasts a few minutes

    Reason 9.3. On rare occasions the units can have battery problems or even with the unit itself. In 90% of the cases the problem is due to the wall charger which has stopped working SOLUTION: Firstly, try charging the Wifivox with another USB charger (any Iphone or Samsung mobile charger will work). If the problem continues, contact Wifivox and we will change the unit for a new one.

  • 9.4. The unit keeps turning off

    Reason 9.4.1 After a few seconds the Wifivox screen turns off to save the battery. This doesn’t mean that the unit is turned off. The unit will continue working correctly even though the screen appears to be off SOLUTION: If you want to see the information on the screen again, press the On/Off button briefly Reason 9.4.2 It’s possible that you haven’t charged the Wifivox unit correctly. It’s normal in hotels that the plug sockets are turned off with the switches

    SOLUTION: Make sure that the unit is charging when connected to the mains supply. You will see a small battery flashing if the unit is charging correctly

  • 9.5. If a long time passes without using the unit it disconnects me from the Internet

    Reason 9.5.1 If you are connected to the Wifivox but have been a while without using the internet, the unit will switch to SLEEP MODE in order to save the battery SOLUTION: Press briefly the On/Off button. The screen will light up and the unit will reconnect to the internet. When the Planet-Earth icon appears on the screen, it means the connection has been re-established.

  • 9.6. The charger doesn’t charge

    Reason 9.6.1 If the unit doesn’t charge, 99% of the time it is because the charger is not working properly SOLUTION: Contact Wifivox and we will send you a new charger.

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