FREQUENTLY ASKED QUESTIONS


Frequently asked questions

General questions

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… It has now opened its offices in Lyon, the world gastronomy’s capital, but offers to send pocket wifi to all parts of the world !

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 to Europe, to USA and to Canada if you want to receive your pocket wifi before your departure. See delivery options here.

In which countries does it work?

Hippocketwifi is working in France and in more than 40 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 at the same time:

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!

How can I book my pocket wifi?

It is very easy: you only need to fill out the booking form here and pay online thought our secure platform. You will receive a booking confirmation and informations regarding your pocket wifi delivery.

You rather book by phone? Call us now!

Do I need to book in advance?

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

We can deliver in 1 to 2 business days to most European countries: see earliest delivery dates here
We need 2 to 5 business days to deliver to the USA/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!

Is it possible to extend my rental period?

Yes sure we will be happy to extend your rental!

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

My pocket wifi

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).

Perfect to put it in your pocket or in your bag.

How long does the battery last for?

The battery will offer you 6 to 8 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 extra battery life, 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 parcel you will receive includes all you need to enjoy an internet connection during your trip in Europe:
one pocket wifi device, a AC adaptor, a USB cable, a user manual and a prepaid return envelope.

You may also receive some emergency sim cards. Those cards can be remotely activated by our technical team and can be used in case you need to extend your rental period or change your data plan.

Is my connexion safe and secure?

Yes!

With a public wifi access, your informations are exposed. Hippocketwifi offers a secure connection and your personal information are protected. That way, you will be able to check your bank account or make financial transactions.

For professional usage, you can connect to your company server and/or use a VPN.

Moreover, you are the only one to get access to the wifi network.

Can I still use my phone while I am connected to the pocket wifi?

Yes, your phone will be connected to the pocket wifi but you will still be able to make/receive phone calls with your local phone number.

Only internet will go through your pocket wifi.

If you wish to make free calls, we do recommend you to use some apps like Skype or WhatsApp.

Are there forbidden usages with the pocket wifi?

No, there is no restriction.

All usages are allowed, in accordance with the applicable laws. You will be able to use all apps and open any website. Sending pictures and streaming videos is also allowed without restrictions.

Will I have extra fees on my phone bill with the pocket wifi?

Absolutely not!

Please check that data roaming option is turned off on your phone. You will connect it to the wifi network of your pocket wifi.

You will not have extra fees and will enjoy a high speed internet connexion during your trip in Europe!

Delivery and return

Where can I receive my pocket wifi?

We can deliver to any 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.

Most of the time, our delivery requires a signature from the delivery company, so it is necessary that someone be at home during delivery time. If you are not sure of that, we do recommend you to choose a delivery to a pick up location nearby. You can find the nearest pick-up location here, and you can collect your pocket wifi once you arrive with your ID or passport.

When will I receive my pocket wifi?

We usually deliver in Europe 1 or 2 days before the starting date of your rental.

For delivery to USA or Canada, your pocket wifi will arrive 3 or 4 days before the first day of your rental period.

Are you leaving sooner or have you some special request? No worries, kindly advise us on the comment box of the booking form with your departing date or you can contact us. We will organise an special delivery for you.

Can I change the delivery address?

Yes, you can change your delivery address until your pocket wifi is sent. Please contact us as soon as possible.

I need a pocket wifi as soon as possible. How can I do?

We can deliver in most European countries in 24 hours (except weekends)..

You can see the earliest delivery dates on booking page here.

Do you need a pocket wifi immediately in Lyon or Paris (France) ? Contact us now!

Do you have pick-up locations?

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

– you can find the nearest pick-up location here

– or you can contact us and we will help you to find the best pick-up location for you

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.

Ready to book? Fill out the booking form here and we will send your pocket wifi to the pick-up location you want.

How can I return my pocket wifi?

From France and other European countries listed here:
Please use the prepaid envelope we provided. 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) Euros (or local currency). 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!

Network speed and data usage

What is the coverage area?

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

  • 90% 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 21 Mbps)
    • Almost everywhere, even in countryside

In Europe, we cover more than 70% of European population with 4G LTE speed (up to 100Mbps).

See here the list of European countries that are included in our Europe plan.

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 100Mbps when you are in 4G LTE area and up to 21 Mbps in 3G+ area.

Average 4G speeds in a medium covered area are usually as follow:

  • download speed: 10 to 30 Mbps
  • upload speed: 5 to 10 Mbps
Does it work on cruise and on train?

Your pocket wifi will work during your boat trip and train trip, as long as you will stay inside inland the covered countries (see list here).

If you plan to make a cruise on the sea, your pocket wifi will only work when you will be near the coasts. Far from them, the pocket wifi will not work and we recommend to turn it off.

What can I do with 1GB per day?

1GB per day data plan 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!

1GB is enough for an average daily usage of 8 hours of web browsing + 4 hours of interactive maps + 1 hour of video streaming + 200 emails.

If you think that you need more data, especially if you plan to watch a lot of videos, you can choose our unlimited data option!

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.

Is unlimited data is really unlimited?

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

Unlimited plan is strictly dedicated to personal usage and not abusive.

For professional usage, please contact us for a custom-made offer.

In case of abusive usage, network operators may temporarily reduce your speed. In that case, we will contact you and offer you to bring back your full speed. Network operators consider abusive usage when data usage exceeds 5GB per day during more than 5 consecutive days.

Technical issues

My pocket wifi doesn’t turn on!

First of all, please check the pocket wifi’s battery: you can charge it using the wall plug and usb cable we have provided. The screen or the lights should turn on.

After few minutes, please press the on/off button during 3 seconds. The pocket wifi will turn on.

If this issue persists do not hesitate to contact us and we will provide assistance.

I cannot see the pocket wifi’s network on my device

First of all, please check that your pocket wifi is correctly turned on: press very briefly (less than 1 second) on the on/off button, the screen or the light should blink.

If not, please press 3 seconds on the on/off button and wait up to 30 seconds before searching again the wifi network on your device.

If this issue persists do not hesitate to contact us and we will provide assistance.

I am connected to the pocket wifi but I cannot have access to internet

First of all, please check if you are connected to the pocket wifi and not to a different network.

Then, could you kindly turn off and on again the pocket wifi, moving around. You can also put it closer to a window or a door to a get a better signal. 

If you still have some problem, please contact us and give us more details :
– where are you using the pocket wifi (city+country) ?
– if your pocket wifi has a screen : what do you see written on it : a 4G or 3G icon? How many bars? You can also send us a picture.
– if your pocket wifi does not have a screen : which colour is the light at the left of the on/off button?

My internet connection speed is very slow

Firstly, you can try to turn off and on again the pocket wifi, moving around.

You can also bring it closer to a window or a door to make faster the connection between the pocket wifi and the relay mast.

If this issue persists do not hesitate to contact us and we will provide assistance.

What happens if I loose my pocket wifi?

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

Payment

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.

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.

My payment has ben rejected, what can I do?

In that case, could you please close the browser window and try again to do a new booking here. You can make a second attempt with the same card or a different one.

We do recommend you to contact your bank too. It is possible that your bank denies the transaction.

If you could not process online payment, could you kindly contact us as soon possible by email, phone calls or WhatsApp, we will find a solution together to settle your booking.

My trip is canceled. Can I canceled my pocket wifi booking too?

Yes, you can cancel your booking at any time.

Please contact us as soon as possible by email, phone calls or messages.

I am not satisfied with the service. Can I get a refund?

We commit to give you complete satisfaction and help you to fix any trouble you may have.

Please contact us for any assistance.

However, despite all our efforts to find a solution, you are still not satisfied, we will refund your booking, directly to the card you used for the paiement (after checking your data usage).

Don’t find the answer? Please contact us!