FREQUENTLY ASKED QUESTIONS


1- General

What is Hippocketwifi?

Hippocketwifi is an innovative, funny and cheap way to provide internet connection with a mobile hotspot that fits in your pocket.

With Hippocketwifi, you stay connected everywhere in France and in Europe with high speed connection (4G LTE speed, up to 100Mbps).

Hippocketwifi was founded in 2013 by a geeky hippo who was very disappointed about data roaming fees when he traveled.

Why use Hippocketwifi service?

Easy. Turn on and you will get in less than a minute a private and secure wifi network

Cheap. From only 4.90 €/day, we are simply the cheaper. See our prices here.

Perfect for groups or multi-connected people. You can connect up to 10 devices to your Hippocketwifi mobile hotspot.

Reliable. Thousand of customers use our services each year and they are very happy with it! Read some independent reviews about hippocketwifi.com.

Delivered at your arrival in Europe or at home before leaving. Start using it on your first day! See our delivery options here.

How much does it cost?

Daily rental cost starting at only 4.90€ per day!

No hidden fees, no extra costs. Pure cheap. See our prices here.

Free delivery and free return (a prepaid return envelope included) to/from France.
We also can deliver anywhere in Europe, in the USA and in Canada if you want to receive your pocket wifi before your departure. See delivery options here.

Do I need to book in advance?

Yes advance booking is requested to let you enough time to deliver you.

We can deliver in 1 to 2 business days in most European countries (see earliest delivery dates here).
We need 3 to 5 business days to deliver to the US/Canada.

There is no delivery during weekends (Saturday and Sunday), except in France where we can do delivery on Saturday.

Any question? Visit our delivery page or contact us!

In which countries does it work?

Hippocketwifi is working in France and in more than 30 countries all over Europe !

Please visit our Europe package page to see all countries covered with our wifi service.

What devices can I use with my pocket wifi?

You can use 10 devices SIMULTANEOUSLY :

laptops, smartphones, tablets… and it works with ALL brands and ALL devices which have Wi-Fi feature : Apple (iPhone, iPad, iPod, Macbook, …), Samsung, Nokia, Sony, Blackberry, Dell, Lenovo, and so more!

When exactly does my rental begin and end?

Your rental will begin on the morning of the first day that you chose and will end on the evening of the last day.

Let’s take an example: you book a pocket wifi from September 2 to September 11 (10 days).

  • You can collect your pocket wifi on the morning of September 2 and use it immediately (generally it will be delivered the day before)
  • You have to drop it in a mailbox before September 11 at 11:59 PM… but nobody will blame you for dropping it at 12:01 AM on September 12!

 

Is it possible to extend my rental period?

Yes it’s possible!

Please contact us at least 24 hours before the end of your rental period.

2- Delivery and return

Where can I receive my pocket wifi?

We can deliver to address located in France, in Europe and in the USA/Canada.

You can choose your most convenient option: airport, hotel, B&B, apartment, post office, pickup location or a friend’s address. If you prefer, you can also receive it at home before you will leave.

See our delivery options here.

Any doubt about delivery? Please contact us, we’re glad to find the best solution for you!

Do you have pickup locations?

We have plenty of pickup locations in France (6000 pickup locations) and Europe (even more!):

– you can find the nearest pickup location here: https://www.pickup.fr/pudo/finder.sls

– or you can receive your pocket wifi in a Post Office in France. List of French Post Offices are listed here: http://www.laposte.fr/particulier/outils/trouver-un-bureau-de-poste

Pick up at a location is very easy: you will just need to show your ID (passport) and the parcel number that you will receive by email a few days before your arrival.

You need to book online before: fill out the form here and we will send your pocket wifi to the pickup location you want.

Can I change the delivery address?

Yes, you can change your delivery address until your pocket wifi is sent. Just send us an email at contact@hippocketwifi.com or contact us.

How can I return my pocket wifi?

From France and other European countries listed here:
Please use the prepaid envelope we provide. Just put everything into it and drop the envelope in a postbox from the post service of the country where you are. Postboxes are available almost everywhere, including at the airport (in public area, before security).

From other country:
You can’t use our prepaid envelope and you have to do it at your own expense. Please visit a local post office and ask for a tracked parcel to France. Our return address is:

HIPPOCKETWIFI
3 RUE DES PRES
69009 LYON
FRANCE

IMPORTANT: If you return from outside Europe, you will have to fill out a customs form.
Please write value of merchandise as 0 (zero). As it’s a rental return, there is no commercial value for customs.

Do not hesitate to contact us for any help!

I’ve forgotten to return my pocket wifi at the end…

Did you come back home with your pocket wifi?

Don’t panic, you can still return it!

You can’t use our prepaid envelope and you have to do it at your own expense. Please visit a local post office and ask for a tracked parcel to France. Our return address is:

HIPPOCKETWIFI
3 RUE DES PRES
69009 LYON
FRANCE

IMPORTANT: If you return from outside Europe, you will have to fill out a customs form.
Please write value of merchandise as 0 (zero). As it’s a rental return, there is no commercial value for customs.

Do not hesitate to contact us for any help!

3- Trouble and technical issues

My hippocketwifi doesn’t work anymore? Help me!

First, try to reboot your device (hold power button for 10 seconds) and be sure you are in a covered area.

Contact us as soon as possible and we will help you. Of course, we will send you a new device if yours is broken.

What happens if I loose my pocket wifi ?

As mentioned in our terms & conditions, your credit card will be charged a 150€ fee.

4- Hippocketwifi device

Is it hard to use?

Absolutely not: you push power button on the pocket wifi and it will make a wifi signal. Find it on your device, enter the password (only at the first time) and you will be immediately connected!

What’s the size of the device?

Big surprise for an hippo: it’s slim (less than 1,5cm thick), tiny (10cm * 6cm) and light (less than 100 grams).

How long does the battery last for?

The battery will offer you 6 hours of full time use and with automatic turn off feature when you don’t use it, it’s easy to last an entire day with your pocket wifi.

If you think you will need more battery, you can add an external battery to your booking (+5€ per rental).

Our external battery will add 6 hours to the battery life.

What’s in the box?

The box includes one pocket wifi device, a AC adaptor, a USB cable, a little user manual and a prepaid return envelope.

5- Network, speed and data usage

What is the coverage area?

Hippocketwifi works perfectly in France and we are very proud of our 4G LTE network which is currently the largest 4G network in France. Our network partner covers:

  • 80% of French population with 4G LTE speed (up to 100Mbps)
    • 100% of major cities such as Paris, Lyon, Marseille, Bordeaux, Lille, Toulouse, etc.
    • Excellent coverage of medium-sized cities (more than 4000 cities are covered)
    • Great coverage of touristic spots such as Normandy, French Riviera, ski resorts,…
  • 99% of French population with 3G+ speed (up to 7 mb/sec)
    • Almost everywhere, even in countryside

Need more info about the coverage? Feel free to contact us and we will check the coverage for you.

What is the data transfer speed?

Transfer speed is up to 100mb/sec when you are in 4G LTE area and up to 7 mb/sec in 3G+ area.

Do I need 1GB per day or unlimited data?

1GB/day data plan is great for intensive usage of emails (hundreds per day), web browsing (5 to 8 hours per day), interactive maps/GPS (3 hours per day) and small usage of videos (less than 1 hour per day).

Unlimited data is recommended for more than 5 people and / or if you intend to watch or download HD videos.

Do not hesitate to contact us to discuss about our 2 data plans for France.

 

What can I do with 1GB per day?

1GB is enough for this daily usage: 8 hours of web browsing + 4 hours of interactive maps + 2 hours of video streaming + 200 emails.

If you think that you need more data, please choose our unlimited data option!

How is the 1GB/day data allocated?

Your data is allocated at the begin of your rental, based on the number of rental days.

For example, if you rent a pocket wifi for 4 days, you will get 4 x 1GB = 4GB for you entire rental.
Feel free to use it as you want!

What if I need more than 1GB per day?

You can choose our unlimited data option (only in France) or you can contact us for a custom-made offer.

What happens if I use all my data (1GB per day)?

Your data connection will still work but at a low speed (less than 0.2Mbps). We won’t charge you anything.

You can of course contact us to add more data or change your data plan to unlimited!

Is unlimited data is really unlimited?

Our unlimited data option is really generous and dedicated to big users.

However, our network partners impose us fair usage policies that we need to respect. If they alert us about an excessive or abusive usage, we will contact you and offer your a solution.

6- Europe option

In which countries can I travel with my pocket wifi?

After choosing our Europe option, you will be able to use it in:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the UK.

More information about our Europe option here.

How much data can I use in Europe?

When you travel in Europe (outside France, in countries listed here), you will have unlimited internet.

If you use more than 1GB per day, speed will be significantly reduced.

Data will be allocated for your entire rental. For example, for a 10 days rental, you will have 1GB x 10 days = 10GB that you can use as you want before speed reduction.

What happens if I go outside Europe?

We strongly recommend to not use your pocket wifi outside covered countries (see entire list here).
Please be sure that your pocket wifi is turned off when you travel abroad.

Otherwise, if you use it in other countries, we may charge you 8€ per MB.

What is the data transfer speed in Europe?

Transfer speed is up to 100 Mbps in Europe, on 4G and 3G+ networks.

We use several network operators across Europe and our pocket wifi will always connect to the best available network.

7- Payment

Is my credit card information safe on your site?

Yes!

All our online card transactions are processed safely and securely by Ogone Payment Services. Ogone are SSL certified and PCI DSS compliant, ensuring the highest levels of security.
Fraud protection is enabled through 3D secure, CV2 and AVS.

We do not receive any of your card information.

What payment options are available?

We accept most of international debit and credit card issued by banks around the world, such as Visa, Mastercard, JCB and American Express.

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Don’t find your answer?
Please contact us!