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:
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
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. By owning your Teppy, you avoid having to deal with the hassle of delivery + return after each rental, while also getting access to cheaper connectivity rates.
Why should I buy with Travelwifi?
Travelwifi 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!
POWERED BY SAPPHIRE
What is “Powered by Sapphire”?
If you have purchased a device after 9th December 2019 your device will powered by our sister company Sapphire. This means you have access to 900+ data plans, suitable for every type of internet user for over 130+ countries.
For users who own devices bought before 9th December, you can now also move over to the Sapphire app. If you have outstanding day passes, please reach out to our support team to find out your options.
Why the move to “Powered by Sapphire”?
We believe this offers you, our customers, a much more flexible, better system tostay connected. You can purchase data plans through the app as and when you need them with much more flexible amounts of data. True freedom with no contracts and speeds never throttle or slow down due to data usage.
How do I access the Sapphire service?
Download the app form the App Store or Google Play store and create an account. Once you have done this log in and link your Teppy.
Do I need to have a Sapphire account?
Yes. All users are required to login with their Sapphire account details to access the wi-fi.
How do I check my data usage?
Please login to the Sapphire app and click “My Account” > “Data usage.
In which countries can I connect with my Teppy?
The Teppy is available for the following destinations:
Europe: Albania, Andorra, Austria, Azores, Balearic Islands, Belgium, Bulgaria, Canary Islands, Corfu, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Rhodes Island, Romania, San Marino, Sardinia, Serbia, Sicily, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, and Vatican.
Central America: Costa Rica, Ecuador, El Salvador, Guatemala, Guyana, Nicaragua, Panama, and Puerto Rico.
North America: Canada, Mexico, and United States.
Asia: Bangladesh, Cambodia, China, Hong Kong, India, Indonesia, Japan, Kazakhstan, Laos, Macao, Malaysia, Mongolia, Myanmar, Nepal, Pakistan, Philippines, Russia, Singapore, South Korea, Taiwan, Thailand, and Vietnam.
Oceania: Australia, Fiji, Guam, New Zealand, and Saipan.
Africa: Algeria, Angola, Cameroon, Ghana, Gibraltar, Kenya, Mauritius, Morocco, Nigeria, South Africa, Tanzania, Tunisia, and Zambia.
Caribbean Islands: Anguilla, Antigua and Barbuda, Aruba, Barbados, Bonaire, British Virgin Islands, Cayman Islands, Curacao, Dominica, Guadeloupe, Haiti, Jamaica, Martinique, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Trinidad and Tobago, and Turks and Caicos Islands.
South America: Argentina, Bolivia, Brazil, Chile, Colombia, Peru, Suriname, Uruguay, and Venezuela.
Middle East: Bahrain, Egypt, Iraq, Israel, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia, and United Arab Emirates.
What is the coverage like?
Travelwifi connects to all cell towers in the area, and partners with the largest network operators worldwide to ensure the you recieve the best connection available. Coverage will always be great in "populated" areas, (i.e. cities and towns). If you are traveling to rural or uninhabited areas (such as the Alps), we recommend you get in touch with us in advance so we can verify the Wi-Fi 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)?
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 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.
What are the technical specifications of the Teppy?
- Dimensions: 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
- IEEE 802.11 b/g/n
- 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
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.
Should I order the device to my home prior to my journey?
We deliver all over the world (as you’ll see on our booking page). Our warehouses are in the USA, UK, France, Chile and Singapore - we can deliver in 1 or 2 business days globally! We ensure delivery is always a minimum 3/4 business days before to your departure. Easy!
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.
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 "TRAVELWIFI.COM".
How can I locate charges in my bank account?
Charges will show up from "TRAVELWIFI.COM".
Do prices include VAT?
Yes, all prices indicated on the website include VAT.
Can Tep supply a VAT invoice?
Yes, please email email@example.com to request one.
Pay as you go billing
What is a day-pass?
For users who purchased a device before 9th December 2019: 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 1 day-pass for free when you purchase a device.
How do I activate a day-pass?
For users who purchased a device after 9th December 2019: Once you have downloaded and linked your Teppy to the Sapphire app you can purchase and activate data plans and day passes as and when you need them.
For users who purchased a device before 9th December 2019: 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?
For users who purchased a device after 9th December 2019: All data plans are prepaid within the Sapphire app. You will never have unexpected charges on your account!
For users who purchased a device before 9th December 2019: You will automatically be charged for all usage on a weekly basis. Charges will be placed to the credit card used to place your order.
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.
Do I really get unlimited internet?
Yes, you get unlimited internet, which is never cut off.
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!
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, post on Instagram and stalk your friends online :-)
For that reason, our mission is to ensure that your experience with our service is uncompromising in enhancing your traveling.
If for whatever reason your travel plans change or are cancelled, if you want to amend your order, or you have any concerns about your Teppy - our promise is to address and resolve everything proactively, effectively and for free!
In fact, we want you to trust that, if things go not as planned, our 24/7 customer support team are always there to help, and will do whatever it takes to remedy an unexpected situation...and feel free to ask them the impossible, they take pride in solving complex situations to bring the smile back to your face.
What travelling should really be all about!