FAQ

Cos'è un Teppy / wifi tascabile?

Un Teppy - noto anche come wifi tascabile, MiFi, chiavetta wireless, hotspot mobile globale - funziona un po' come il router wireless che hai a casa. Quando viene acceso, crea un hotspot wireless al quale chiunque si trovi nei pressi può connettersi, a patto che abbia la password.

Ma, a differenza del router wireless che hai a casa, Teppy è piccolo, portatile (sta in una tasca), non richiede alcuna configurazione, cavi o installazione e funziona perfettamente in tutto il mondo. Devi solo accenderlo e connetterti!

Ciò significa che puoi viaggiare per il mondo con il tuo smartphone, il tuo laptop, il tuo tablet, le tue console per videogiochi, sapendo che puoi collegare in modo sicuro ed affidabile tutti i tuoi dispositivi ad Internet, ogni volta che lo desideri.

Come fa Teppy a connettersi in tutto il mondo?

Risposta non tecnica: immagina che un piccolo gnomo viva all'interno del tuo telefono e che tutte le volte che viaggi all'estero sostituisca la tua scheda SIM al posto tuo, in modo tale che tu sia sempre connesso alle reti locali, pagando le tariffe locali. Questo, a grandi linee, è quello che accade dentro al tuo Teppy.

Risposta tecnica: Teppy utilizza una tecnologia brevettata di SIM virtuale che gli consente di connettersi, senza soluzione di continuità, in tutto il mondo. Quando accendi Teppy, lui capisce automaticamente in che Paese si trova e seleziona il miglior gestore telefonico al posto tuo, tramite un archivio di schede SIM cui può accedere sul cloud. Quindi si connette alla rete dati di quel gestore. Tutto ciò avviene discretamente, in background, per cui non devi occupartene tu.

Quali dispositivi possono collegarsi al mio Teppy?

Teppy funziona con qualsiasi dispositivo dotato di WiFi, come laptop (es. Windows e Mac), smartphone (es. iPhone, Android, Blackberry, Windows Phone), tablet (es. iPad, Samsung Galaxy, Kindle) e qualunque altra cosa possa collegarsi al WiFi (es. console per videogiochi).

Come uso il mio Teppy?

Per collegarti al tuo Teppy, innanzitutto accendilo, quindi individua il nome unico della rete (SSID) e la password di Teppy. Ora trova il nome della rete di Teppy nell'elenco delle reti WiFi del tuo smartphone, o di altro dispositivo, e inserisci la password. Tutto qui, a questo punto sarai collegato a Internet. Il video qui sotto mostra quanto sia facile!

Teppy funziona con dispositivi brandizzati dal gestore telefonico?

Sì, siccome Teppy utilizza l'Internet wireless, funziona perfino con i dispositivi brandizzati dal gestore telefonico.

Quanti dispositivi posso collegare a Teppy?

Puoi collegare a Teppy fino a cinque diversi dispositivi. Tieni presente che la velocità di connessione verrà condivisa tra tutti i dispositivi connessi, per cui con cinque dispositivi collegati contemporaneamente potrebbe verificarsi una rilevante diminuzione della velocità.

Quanto dura la batteria?

Un Teppy con una batteria completamente carica, connesso ad un dispositivo, durerà almeno 6 ore. Il dispositivo può essere ricaricato tramite USB o con l'alimentazione di rete (sono inclusi entrambi i cavi). Ove necessario, puoi anche procurarti un battery pack esterno.

Qual è la velocità di download / upload?

Risposta non tecnica: la velocità di connessione del tuo Teppy dipende dalla copertura. Sostanzialmente, più forte è la copertura, più veloce e affidabile è la velocità. Anche il maltempo può peggiorare la tua velocità di connessione. Ma, a meno che non ti trovi in un'area con una copertura davvero scarsa, la tua velocità dovrebbe essere sempre sufficiente per un normale uso di Internet, come navigare sul web, inviare email, ecc. Se vuoi raggiungere le velocità più elevate, scegli l'upgrade 4G.

Risposta tecnica: ti sarà capitato di sentire i gestori telefonici pubblicizzare le loro velocità dati, es. 100 megabyte al secondo (Mbps) o addirittura 1 gigabyte al secondo (Gbps) sotto 4G. Anche se possono apparire velocità impressionanti, in realtà si tratta di velocità dati squisitamente teoriche, ovvero misurate in un ambiente perfetto con latenza zero (latenza della rete). Ciò significa che, purtroppo, nel mondo reale, le tue velocità non si avvicineranno mai a quelle pubblicizzate (non ancora perlomeno). Per questa ragione, qui sotto abbiamo indicato le velocità dati teoriche e reali, in modo che tu possa sapere cosa puoi aspettarti:

4G

Velocità dati teorica: 100 Mbps in movimento, per esempio in auto, 1 Gbps da fermi.

Velocità dati realistica: 18,6 Mbps e velocità di upload di 9,0 Mbps

3G

Velocità dati teorica: 7,2 Mbps o 52 Mbps sotto 3G HSPA+

Velocità dati realistica: 4,3 Mbps in download e 1,1 Mbps in upload

Con Teppy posso effettuare delle telefonate?

Teppy ti fornisce soltanto una connessione Internet, non permette di effettuare normali chiamate sulla rete cellullare, tuttavia consente di effettuare delle chiamate VoIP con strumenti come Skype, Viber, GoogleVoice ecc.

Puoi anche scaricare l' app Tep+. . Grazie a Tep+ puoi telefonare e inviare messaggi gratuitamente a chiunque abbia l'app e puoi telefonare e inviare SMS a chiunque altro, alla tariffa più bassa possibile.

Con Teppy posso inviare SMS / MMS?

Teppy ti fornisce soltanto una connessione internet, non consente l'invio di normali SMS / MMS sulla rete cellulare, tuttavia permette di utilizzare la messaggistica tramite WhatsApp, Skype, Viber ecc.

Puoi anche scaricare l' app Tep+. . Grazie a Tep+ puoi telefonare e inviare messaggi gratuitamente a chiunque abbia l'app e puoi telefonare e inviare SMS a chiunque altro, alla tariffa più bassa possibile.

Con Teppy si può utilizzare il VoIP (es. Skype)?

Sì, si può utilizzare. Ciò include Skype, iChat e Facetime.

Do i really get unlimited internet?

Yes, from the moment you turn on your Teppy, you get unlimited internet, which is never cut off. You can use up to 1GB on 3G plans and up to 1, 3 or 5GB on 4G plans (this is dependant on the plan you select), per day, before your connection speed maxes out at 256kbs - This speed still allows for light browsing, social media and email. The connection speed will return to normal the next day.

Can I buy a Teppy instead of renting?

Absolutely! Head over qui to buy your very own Teppy. You will also be given the option to buy your Teppy after renting.

Why should I rent a Teppy instead of buying it?

If you aren’t a regular traveler, i.e. you travel just a couple times a year, then renting a Teppy is probably best for you, so you don’t have to fuss with owning another small gadget. Renting a Teppy is also advisable for first-time users, so that you can see what it’s all about – you will be given the option to keep your Teppy after your rental is over.

Why should I rent 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!

Countries covered

For what countries is Teppy available?

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 e Vatican.

Central America: Costa Rica, Ecuador, El Salvador, Guatemala, Guyana, Nicaragua, Panama e Puerto Rico.

North America: Canada, Mexico e 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 e Vietnam.

Oceania: Australia, Fiji, Guam, New Zealand e Saipan.

Africa: Algeria, Angola, Ghana, Gibraltar, Kenya, Mauritius, Morocco, Nigeria, South Africa, Tanzania, Tunisia e 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 e Turks and Caicos Islands.

South America: Argentina, Bolivia, Brazil, Chile, Colombia, Peru, Suriname, Uruguay e Venezuela.

Middle East: Bahrain, Egypt, Iraq, Israel, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia e United Arab Emirates.

I will be traveling to many different countries within Europe, how many devices do I need?

If you are traveling to multiple countries within Europe, you can get the European Teppy , which works seamlessly across the following destinations:

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 e Vatican.

I will be traveling to Australia, Fiji and New Zealand, how many devices do I need?

If you are traveling to Australia, Fiji and New Zealand, you can get the Oceania Teppy .

I will be traveling to many different countries within North America, how many devices do I need?

If you are traveling to multiple countries within North America, you can get the North America Teppy , which works seamlessly across the following destinations: Canada, Mexico e United States.

I will be traveling to many different countries within South America, how many devices do I need?

If you are traveling to multiple countries within South America, you can get the South America Teppy , which works seamlessly across the following destinations: Argentina, Bolivia, Brazil, Chile, Colombia, Peru, Suriname, Uruguay e Venezuela.

I will be traveling to many different countries within Asia, how many devices do I need?

If you are traveling to multiple countries within Asia, you can get the Asian Teppy , which works seamlessly across the following destinations: Bangladesh, Cambodia, China, Hong Kong, India, Indonesia, Japan, Kazakhstan, Laos, Macao, Malaysia, Mongolia, Myanmar, Nepal, Pakistan, Philippines, Russia, Singapore, South Korea, Taiwan, Thailand e Vietnam.

I will be traveling to many different countries all over the world, how many devices do I need?

Se viaggi in più Paesi in tutto il mondo, puoi scegliere il Global pocket wifi, che funziona perfettamente in tutte le località indicate qui sotto.

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 e Vatican.

Central America: Costa Rica, Ecuador, El Salvador, Guatemala, Guyana, Nicaragua, Panama e Puerto Rico.

North America: Canada, Mexico e 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 e Vietnam.

Oceania: Australia, Fiji, Guam, New Zealand e Saipan.

Africa: Algeria, Angola, Ghana, Gibraltar, Kenya, Mauritius, Morocco, Nigeria, South Africa, Tanzania, Tunisia e 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 e Turks and Caicos Islands.

South America: Argentina, Bolivia, Brazil, Chile, Colombia, Peru, Suriname, Uruguay e Venezuela.

Middle East: Bahrain, Egypt, Iraq, Israel, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia e United Arab Emirates.

Can I use my Teppy outside its intended destination?

Your Teppy is not meant to be used outside its intended destination. Please contact us beforehand if you intend to do so. To test the device, you can turn it on and connect to it, however be cautious that you do not use the internet (i.e. do not open your browser and temporarily disable apps that use internet in the background e.g. Dropbox and iCloud).

What happens to my connection as I move from country to country?

You may lose connectivity briefly when moving across a national border (as you connect to a new network), but other than that your connectivity will be seamless.

Network coverage

What is the coverage like?

Travelwifi si collega a tutte le celle telefoniche nella zona, e utilizza i più grandi gestori di rete in tutto il mondo per far sì che tu possa usufruire della miglior connessione disponibile. Nelle zone "popolate" (come paesi e città) la copertura sarà sempre eccellente. Se intendi viaggiare in aree rurali o disabitate (come le Alpi), ti consigliamo di contattarci in anticipo in modo da permetterci di verificare la copertura Wi-Fi.

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.

C'è copertura durante una crociera/in mare aperto (copertura marittima)?

Mentre sei in mare aperto il dispositivo non funzionerà. Ma, più ti avvicini alla terraferma, più è probabile che il tuo dispositivo sia in grado di captare un segnale terrestre e ti consenta di collegarti a Internet. Nota che, anche se la tua crociera pubblicizza la presenza di connettività a bordo, molto probabilmente si tratterà di una connessione via satellite, per cui non funzionerà con 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 traveling to?

In the rare event that there is no coverage at your location, and you won’t be traveling to any other location where there may be coverage, you can cancel your rental (there is no cancellation fee).

Technical specifications

What are the technical specifications of the Teppy?

3G Teppy
  • Dimensions: 4.2 inches x 2.3 inches x 0.5 inches
  • Weight: 134g
  • Mobile Bands supported:
    • EDGE/GPRS: 850/900/1800/1900 MHz (2G)
    • HSPA/WCDMA: 850/900/1900/2100 MHz (3G)
  • WiFi network:
    • IEEE 802.11 b/g/n
  • Battery:
    • 8 hours usage time
    • 120 hours standby time
    • Micro-USB charging port
4G 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
  • WiFi network:
    • IEEE 802.11 b/g/n
    • 2.4GHz
  • Battery:
    • 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

Delivery/ Pickup

How far in advance should I book?

To ensure availability, we recommend placing your order at least 10 days prior to travel departure date - however, you can still place orders closer to your departure date. For last-minute order, your Teppy will arrive latest the day before your rental starts.

What shipping options are available to me?

You can choose to have your Teppy shipped to your home before you depart, or have it shipped directly to your destination. Alternatively, if you are traveling through the UK, you can opt to pick up your order at our collection points in London Heathrow Airport (all terminals except T1) or Paddington Station.

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 Teppy arrive?

Your Tep is guaranteed to be delivered 1-3 business days before your chosen rental start date. If you need the device earlier, you need to indicate an earlier rental start date.

Devo ordinare il dispositivo a casa prima del viaggio?

Effettuiamo consegne in tutto il mondo (come vedrai nella nostra pagina di prenotazione). I nostri magazzini sono negli Stati Uniti, nel Regno Unito, in Francia, in Cile e a Singapore - possiamo consegnare in 1 o 2 giorni lavorativi a livello globale! Assicuriamo che la consegna sia sempre almeno 3/4 giorni lavorativi prima della partenza. Facile!

Can I place a last-minute order?

Tep ships with FedEx guaranteed next-day delivery, so any last-minute orders can be fulfilled. Even better, if you’re in central London, Tep can get you a device on the same day. Please contact us for more details.

Where are the pickup points?

Pickup and drop-off points are located conveniently at London Heathrow Airport and London Paddington Station. Your Tep will be waiting for you there, the day your rental starts. If you need it earlier, please let us know in advance.

Heathrow airport pickup and drop-off points are located at each terminal’s international arrivals hall, at the Excess Baggage Company. To get there, follow the signage towards "Left Luggage". Simply quote your order number to the Excess baggage representative, and they will hand you your Tep. Please note that the pickup points within Heathrow Airport are landside, meaning that if you are transferring flights at Heathrow, you will need to check-out to reach the pickup point.

  • Terminal 2: Open Mon - Sun, from 05:30am - 10:00pm local time.
  • Terminal 3: Open Mon - Sun, from 05:00am - 11:00pm local time.
  • Terminal 4: Open Mon - Sun, from 05:30am - 11:00pm local time.
  • Terminal 5: Open Mon - Sun, from 05:30am - 11:00pm local time.

The Paddington drop-off point is located next to platform 12, at our partner, the Excess Baggage Company. To get there, follow the signage towards "Left Luggage". Simply quote your order number to the Excess baggage representative, and they will hand you your Tep. Open Mon - Sun, from 07:00am - 11:00pm local time.

Dove sono le migliori località di ritiro in Europa?

Collaboriamo con l'eccesso di bagaglio nell'aeroporto di Heathrow (Londra, Regno Unito), situato in tutti e 5 i terminal e nella stazione ferroviaria di Paddington. Siamo presenti anche in entrambi gli aeroporti di Parigi (CDG e ORLY) - ci troverete al banco informazioni turistiche in ogni terminale.

Seleziona semplicemente il paese e la posizione nella sezione "Ricevi il tuo dispositivo" nella nostra pagina di prenotazione.

Prossimamente - Un fantastico negozio locale ufficiale a Parigi, che impreziosisce una delle strade più belle e affollate di Parigi - ti terremo sicuramente aggiornato.

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 have specific delivery requests, please email us before placing your booking so we can make the necessary arrangements.

Return

How can I return Teppy at the end of my rental period?

A few options are available to you:

  1. You can drop off the device at London Heathrow Airport (all terminals except T1) or London Paddington Station.
  2. If you’re in the UK or USA, you can get a pre-paid return envelope which you can use to return the device at any post office.
  3. We can help you organize a FedEx collection at your convenience.
  4. Alternatively, you can organize your own return

Where are the drop-off points?

Pickup and drop-off points are located conveniently in London Heathrow Airport and London Padding Station.

Heathrow pickup and drop-off points are located just outside the customs & baggage reclaim exit, at the "Excess Baggage Company". To get there, follow the signage towards "Left Luggage". Simply quote your order number to the Excess baggage representative, and they will hand you your Tep.

  • Terminal 2: Open Mon - Sun, from 05:30am - 10:00pm local time.
  • Terminal 3: Open Mon - Sun, from 05:00am - 11:00pm local time.
  • Terminal 4: Open Mon - Sun, from 05:30am - 11:00pm local time.
  • Terminal 5: Open Mon - Sun, from 05:30am - 11:00pm local time.

Please note that the pickup point within Heathrow Airport is landside, meaning that if you are transferring flights at Heathrow, you will need to check-out to reach the drop-off point.

The Paddington drop-off point is located next to platform 12, at our partner the "Excess Baggage Company". To get there, follow the signage towards "Left Luggage". Simply quote your order number to the Excess baggage representative, and they will hand you your Tep. Open Mon - Sun, from 07:00am - 11:00pm local time.

If organizing my own return, where should I send the devices to?

If you are organizing your own return, most choose a tracked and signed shipping method (e.g. FedEx) when shipping their Tep back to us, guaranteeing that the device doesn't get lost. If you need any assistance or recommendations for delivery services, please do not hesitate to contact us – we’d be more than happy to help.

We have two logistics warehouses you can return your Tep to – we recommend you choose the closer one to minimize shipping charges!

US Warehouse:
Travelwifi Returns
E. Cowell
108 Nuttree way
Durham, NC, 27713
United States
+1 877 888 3741

UK Warehouse:
Ingram Micro / Tep
Tep Account
A. Smyth
71 Bilton Way
Enfield, EN3 7EP
Regno Unito
+44 20 3318 2523

Important: When returning your Tep to our UK warehouse from outside the European Union, please indicate the below information on the commercial invoice and airway bill to ensure custom & duties charges are avoided:

Harmonized Code: 8517120090
Description of Content: Used Mobile Device
Returned CPC 6123f01

The value of your package should be set at GBP 10 and marked as "electronic used device". This will ensure that no additional customs fees are incurred. Should any fees occur, we will charge them back to you.

Again, if you need any help, please do not hesitate to get in touch with us!

How quickly do I need to return Teppy?

To ensure that your Teppy can make its way to the next user in time, it's important that you help us by returning it as fast as possible! We therefore kindly ask that you drop-off / postmark your return package maximum two days after your rental ends. We'll be flexible if this poses a problem for you, but please contact us beforehand so we can work something out.

What if the device gets lost on the way back?

You are responsible for the safe and timely return of your Teppy. For this reason, we always recommend using a trackable return method.

Managing Your Order

Can I amend my booking information after placing an order?

If you want to change your rental dates or delivery details after placing your order, you can of course do so. Just contact us and we'll make the necessary arrangements.

Is it possible to extend the rental period once it’s already begun?

Yes, you just need to get in touch with us ahead of time, so we can make the necessary arrangements.

What emails will I get from Tep?

Once your order is confirmed, you will receive emails with important information regarding your rental. For this reason, please make sure the email you provide (in the shipping section) is one you check regularly. If necessary, you can contact us and provide an alternate email address after placing an order.

How can I cancel my booking?

You can cancel your rental anytime you want, there is no cancellation fee. If your device has already been dispatched, then we will not be able to refund relevant shipping charges. We also cannot refund days with usage on the device. If you already have the device, you will need to return it to us immediately.

Billing

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".

I cannot find the order charge in my bank statement?

The charge will show up in your bank account from "TRAVELWIFI.COM".

Do you take a deposit?

Tep will not charge a deposit for orders placed using a credit card via the official Tep website.

Do prices include VAT?

Yes, all prices indicated on the website include VAT.

Can Tep supply a VAT invoice?

Yes, please email support@travelwifi.com to request one.

Data usage

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!

Satisfaction Guarantee

What is Tep's Satisfaction Guarantee?

Lo sappiamo, quando si viaggia Internet è fondamentale per seguire il lavoro a distanza, mantenere i contatti con le persone importanti ed evitare di perdersi. È anche piuttosto importante per rimanere aggiornati sugli eventi sportivi, postare su Instagram e stalkerare i tuoi amici online :-)

Per questa ragione, la nostra missione è quella di garantire che la il nostro servizio contribuisca assolutamente a migliorare il tuo viaggio.

Se per una qualunque ragione i tuoi piani di viaggio cambiassero o venissero annullati, se desiderassi modificare il tuo ordine o avessi una qualunque preoccupazione relativa al tuo Teppy, ti promettiamo di risolvere tutto in modo proattivo, efficace e gratuito.

Infatti, vogliamo che tu sappia che, se le cose non dovessero andare come programmato, gli addetti al nostro servizio clienti 24/7 saranno qui per aiutarti e faranno tutto ciò che è necessario per porre rimedio ad una situazione imprevista... e sentiti libero di chieder loro l'impossibile, perché si fanno un punto d'onore di risolvere situazioni complesse in modo da restituirti il sorriso.

Cosa dovrebbe essere davvero un viaggio!