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Frequently asked questions
General questions
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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 or 5G speeds).
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, France the world gastronomy’s capital, but offers to send pocket wifi to all parts of the world!
Want to know more about our great team? Click here
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Why using Hippocketwifi service?
Easy. Turn on and you will get in less than a minute a private and secure wifi network.
Cheap. From only 3.95€/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. Thousands of customers use our services each year and they are very happy with it! See our reviews on Google.
Delivered at your arrival in Europe or at home before leaving. Start using it on your first day! See our delivery options here.
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How much does it cost?
Daily rental cost starting at only 3.95€ per day!
No hidden fees, no extra costs. See our prices here.
We also have long-term data plans for 1 to 12 months. See data plans here.Standard delivery is free to Europe.
We also can deliver to USA, Canada and worldwide if you want to receive your pocket wifi before your departure. See delivery options here.
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In which countries does it work?
Hippocketwifi is working in France and in more than 40 countries all over Europe!
Please see here all countries covered with our wifi service.
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What devices can I use with my pocket wifi?
You can use 10 devices at the same time (up to 20 devices with 5G pocket wifi).
ALL devices are able to connect:
laptops, smartphones, tablets, game console… 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 many more!
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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 information about your pocket wifi delivery.
You rather book by phone? Call us now!
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Do I need to book in advance?
Yes advance booking is requested to let us enough time to arrange your delivery.
We can deliver in 1 to 2 business days to most European countries: see earliest delivery dates here
We need 2 to 3 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? Check the soonest delivery dates here or contact us!
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Is it possible to extend my rental period?
Yes sure we will be happy to extend your rental!
Please contact us at least a few hours before the end of your rental period.
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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.
Cancellation policy:
– you will get an immediate full refund if your order is not yet shipped
– you will get a refund minus delivery&return fixed costs if we’ve already shipped your orderDelivery&return fixed costs are as follow:
to/from France: standard delivery 5€, express delivery 10€, return 5€
to/from Europe: standard delivery 10€, express delivery 20€, return 10€
to/from USA/UK/Canada/other countries: standard delivery 10€, express delivery 20€, return 15€
About our pocket wifi
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Is it hard to use?
Absolutely not: you push the 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!
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What’s the size of the device?
Big surprise for an hippo, our pocket wifi is slim, tiny and light!
Pocket wifi 4G:
Size: 3.9″ x 2.4″ (10cm x 6cm)
Depth: 0.59″ (1.5cm)
Weight: 3.5 oz (100 grams)Perfect to put it in your pocket or in your bag!
Our Pocket wifi XXL has an incredible battery (20 hours) but is a little bigger:
Pocket wifi XXL:
Size: 4.3″ x 2.7″ (11cm x 7cm)
Depth: 0.78″ (2cm)
Weight: 6.3 oz (180 grams)Our new 5G pocket wifi is as follow:
Size: 5.3″ x 2.8″ (14cm x 7cm)
Depth: 0.70″ (1.8cm)
Weight: 7.7 oz (220 grams)
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Do I need 4G or 5G pocket wifi?
4G pocket wifi fits most of the usage of travellers, including video streaming (Netflix, Youtube, …), social networks, GPS app and all apps that you use at home.
5G pocket wifi is our new device with faster speeds, lower latency and better reliability in high traffic areas. It’s dedicated to professional usage, very demanding users and large group.
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How long does the battery last for?
The battery will offer you 6 to 8 hours (4G) or 8 to 10 hours (5G) 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.
Need longer battery?
You can add a power bank to your rental (+5€ per rental) or you can choose our Pocket wifi XXL with its massive battery (20 to 30 hours of full time use, +15€ per rental).
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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, one USB cable, one EU wall charger*, 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.
*for UK and Ireland: you will need a travel adapter (not provided)
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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.
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What’s Pocket wifi XXL?
Our Pocket wifi XXL has an incredible battery: 20 to 30 hours!
It’s perfect for travelers who will be far from a wall socket for a while.
Pocket wifi XXL is bigger than regular pocket wifi but still fits in your pocket or in your bag:
Size: 4.3″ x 2.7″ (11cm x 7cm)
Depth: 0.78″ (2cm)
Weight: 6.3 oz (180 grams)
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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.
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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.
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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
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Where can I receive my pocket wifi?
We can deliver for free to any address located in France and in Europe.
We can also deliver to your home address (personal address or business address) before your departure, to the following countries: USA, Canada, Australia, Mexico, Japan, South Korea, Hong-Kong, Singapore, Taiwan and Qatar.
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 for 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 on our booking page, and you can collect your pocket wifi once you arrive with your ID or passport.
Please kindly note that delivery to islands (in Greece, Italy, Spain, Croatia, …) may need extra time. Not sure about delivery time? Please contact us!
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When will I receive my pocket wifi?
We usually deliver in Europe 1 or 2 days before the starting date of your rental.
You can check soonest delivery date available on the booking page.
Please kindly note that delivery to islands (in Greece, Italy, Spain, Croatia, …) may need extra time. Not sure about delivery time? Please contact us!For delivery to USA, Canada and outside Europe, 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 organize an special delivery for you.
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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.
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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.
Do you need a pocket wifi immediately in Lyon or Paris (France) ? Contact us now!
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Do you have pick-up locations?
We have plenty of pick-up locations in France (6000 pickup locations) and in Europe (even more!):
– you can find the nearest pick-up location when you book online
– 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 and we will send your pocket wifi to the pick-up location you select.
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How can I return my pocket wifi?
From France, other European countries listed here and from North America:
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
35 RUE TISSOT
69009 LYON
FRANCEIMPORTANT: 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.
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I’ve forgotten to return my pocket wifi at the end…
Did you come back home with your pocket wifi?
Don’t panic, we will help you to return it!
From some European countries and from North America, we can provide you a prepaid shipment label (please contact us for more information).
Otherwise, please visit a local post office and ask for a tracked parcel to France. Our return address is:HIPPOCKETWIFI
35 RUE TISSOT
69009 LYON
FRANCEIMPORTANT: 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.
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What if I don’t return my pocket wifi and accessories?
If you are not able to return your pocket wifi with its accessories at the end of your rental, we will charge replacement fees as follow:
entire package (pocket wifi + accessories) : 150 Euros (for 4G pocket wifi), 250 Euros (for 5G pocket wifi)
pocket wifi : 135 Euros (4G) or 235 Euros (5G)
wall charger, car charger, USB cable, grey pouch : 5 Euros per missing item
power bank (external battery) : 10 Euros
extra SIM cards : 3 Euros per SIM card
In case you lose your pocket wifi, please contact us immediately, so we can deactivate the device.
We will be able to send you a replacement unit for free or give you a refund of the remaining days of your rental.
Network speed and data usage
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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 (99,5% of French population is covered with 4G LTE).
In Europe, we cover more than 99% of European population with 4G LTE speed (up to 100Mbps). See list of covered countries here.
5G speed is being rolled out gradually and will first be available in major cities, dense areas and tourist locations in more than 25 countries (see list here).
Need more info about the coverage? Feel free to contact us and we will check the coverage for you.
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What is the data transfer speed?
Transfer speed is up to:
-1,5Gbps when you are in 5G area with a 5G pocket wifi
-100 Mbps when you are in 4G LTE areaAverage speeds will be significantly lower as many things can affect the signal. You can expect as average speeds
download speed: 10 to 50 Mbps (4G), 50 to 100 Mbps (5G)
upload speed: 5 to 15 Mbps (4G), 10 to 30 Mbps (5G)
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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.
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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 (low quality) + 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!
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What if I need more than 1GB per day?
You can choose our unlimited data option or you can contact us for a custom-made offer.
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Is unlimited data is really unlimited?
In France, you can use as much data as you need, without any limit or any speed reduction.
In Europe, usage needs to remain not excessive.
In case of excessive 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 excessive usage when data usage exceeds 10GB per day during more than 5 consecutive days or 300GB per month for long-term unlimited plan in Europe.For professional usage, please contact us for a custom-made offer.
Technical issues
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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.
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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.
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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 wifi 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?
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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.
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What happens if I loose my pocket wifi?
As mentioned in our terms & conditions, your credit card will be charged for a replacement fee (pocket wifi 4G: 150€, pocket wifi 5G: 250€).
Payment
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What payment options are available?
We accept most of international debit and credit card issued by banks around the world, such as Visa, Mastercard and American Express.
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Is my credit card information safe on your site?
Yes!
All our online card transactions are processed safely and securely by Worldline Payment Services. Worldline is 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 or access to any of your card information.
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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. 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 as possible by email, phone call or WhatsApp, we will find a solution together to settle your booking.
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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).
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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.
Cancellation policy:
– you will get an immediate full refund if your order is not yet shipped
– you will get a refund minus delivery&return fixed costs if we’ve already shipped your orderDelivery&return fixed costs are as follow:
to/from France: standard delivery 5€, express delivery 10€, return 5€
to/from Europe: standard delivery 10€, express delivery 20€, return 10€
to/from USA/UK/Canada/other countries: standard delivery 10€, express delivery 20€, return 15€