FREQUENTLY ASKED QUESTIONS

Have a question? Browse through this FAQ page, or contact us using the form below.

 

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GENERAL INFORMATION

What is the network coverage?

We use the mobile networks of Orange. You can check their coverage by clicking here.  Mainly you will have 4G coverage in any city or sizable village. In remote areas you can always count on having 3G coverage.

The internet connection is available in all Spanish territory, including the Balearic and Canary islands. The connection will not be available outside Spanish territory (for example, Portugal).

In areas that doesn't have 4G coverage , will I have 3G connection?

Yes. If you don’t have 4G coverage, you will have automatically 3G network instead

Can I make voice calls as well?

No. We only provide data. However, you can use VoIP apps such as Skype, Whatsapp, Viber, etc.

Will I be able to see TV stream with this service?

Its not guaranteed that you will be able to stream TV.

Under good coverage our customers normally are able to watch TV.

However, there are many factors that affect the quality of the internet connection on a mobile network. 4G doesn’t yet cover all the territory and in areas with only regular 4G coverage, the signal may not me enough to provide the speeds needed to stream TV.

Additionally, places with good 4G coverage, can get crowded during the certain periods, which will force the bandwidth to be shared with different customers, causing a drop in the connection speed.

 

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PORTABLE WIFI

How many devices can connect to 1 portable WiFi at the same time?

Up to 10 devices can connect simultaneously. But please note that the network speed will be shared with the connected devices.

Is it difficult to set up the portable WiFi?

Not at all. You don’t need to do any set-up or configuration. You just need to turn on the device and use the password we provide to connect.

How long does the battery last?

It can last up to 16 hours at standby state and at least 6 to 8 hours for nonstop use. We recommend outdoor intensive users to carry a power bank

Can it be charged via USB?

Yes, and portable Wifi hotspot comes with a USB cable and power plugs for Spain.

Does the portable WiFi include SIM card inside? Or do I have to buy one?

It comes with SIM card. You do not have to buy SIM card if you are renting WiFi.

How do I check how much data I have already used?

You can check the data used anytime in the device display.

WHAT WILL HAPPEN IF I EXCEED MY DATA USAGE PLAN?

The data available is related with the number of days of your rent. For example if you rented your WiFi for 10 days, you have 40GB of data that can be used as you want during your current natural month (e.g. 10GB in the first 3 days and 1GB in the remaining ones). However, data can’t be transfer from one natural month to another. When total limit is reached, the card is blocked

CAN I TOP UP MY WiFi WITH EXTRA DATA VOLUME?

Yes. You can top up the data of your WiFi with an additional cost of 15€ for each 10GB. Just contact us, before the total the limit is reached, and we send you a payment link.

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SIM CARD

How do I know if my phone is unlocked?

An unlocked phone accepts SIM cards from other networks. To test of your phone is unlocked, insert in your phone a SIM card of a friend who is from another network and see if it works normally.

If you are not sure if the phone is unlocked, rent instead our portable WiFi hotspot.

WILL THE SIM CARD FIT MY PHONE?

Yes, our SIM cards are triple-size-in-one. You will receive a card that can be detached to regular, micro or nano size. This means that they can fit any phone in the market.

Do I need to activate the SIM card?

No. Your SIM card will be already activated and ready to use when you receive it.

Are there any settings required to use the SIM card?

No. Once you receive it, it is ready to use. No need to enter a PIN, no need for phone configuration, no need to call to activate, we have done all that work for you.

Can I use the SIM card in my own Mifi hotspot router ?

Yes, our SIM card can be used on your existing Mifi portable wifi hotspot router. However keep in mind that the device must not be locked to your current mobile operator. If you are not sure if the device is unlocked, rent instead our portable WiFi hotspot.

Can I use tethering feature (Personal Hotspot) on my phone?

Yes, if your device supports a tethering / personal hotspot feature, you can use it with the SIM cards we provide.

However, please note that certain operators block Apple products in order to limit tethering. If you have an Apple device, please test the tethering functionality with other operator SIM card. You can always rent instead our portable WiFi hotspot.

What will happen if I exceed my data usage plan?

The data available is related with the number of days of your rent. For example if you rented your sim card for 10 days, you have 20GB of data that can be used as you want (e.g. 10GB in the first day and 1GB in the remaining ones).  However, data can’t be transfer from one natural month to another. When total the limit is reached, the speed is reduced to 128 kbps. For more than 30 days rental, the monthly limit is 60GB

Can I top up my SIM card with extra data volume?

Yes. For rental periods below 14 days you can top up the data of your SIM card with an additional cost of 1,5€/GB. Just contact us, before the total the limit is reached, and we send you a payment link.

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PAYMENT

When am I billed for the rental?

You will be charged at the moment of the reservation. There will not be any additional charger after that (except if you do not return the rented device).

Are there other costs?

There’s absolutely no other charges. The amount you pay already includes the communications price + shipping + return + taxes.

Do you accept cash on delivery?

Unfortunately, no. We only accept payment by credit card or PayPal account.

Is it possible to extend my rental period? What is the price?

Please contact us if you need to extend the rental period. In most of the cases it will not be a problem and the extra cost will be similar to the basic price.

Can I cancel my order? Can I get a refund?

Yes. We will give a full refund for cancellations made 5 days before your delivery date. Between 1 to 5 days before the delivery date, the refund will be equal to the full refund minus the shipment cost (10€)

 

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DELIVERY

How many days in advance should I place an order?

The sooner, the better. Our website requires at least 4 days in advance to place an order. But the earlier, the better as we might run out of stock.

When will the product be delivered?

Whenever possible, it will be delivered the day before your pickup date (e.g. if your pickup date is 17st July, it will be delivered 16th July). However in some cases, it may be delivered in the same day of your pickup date

How do I collect my package at the hotel?

During check-in, please ask the hotel receptionist for the envelope addressed to you. Be sure that the name you introduce in your order is the same name of the Hotel booking

How do I receive it if I choose residential delivery?

The package will be delivered in hand (Monday to Friday) at your residence, which means that someone must be there to receive it.

Alternatively you can choose to send it to your landlord address and arrange with him the deliver to you.

IMP: it’s not possible to set a time interval for the delivery.

Can I collect my package at the airport?

Yes. Please print in advance the order confirmation that you receive by email at the time of your booking and show it at your pick-up point. You can check the location in each airport in this page

Can I collect my package at a store?

Yes. All you need is to show your ID, or passport to collect the item. Be sure to use the same name when making the order. Please check the location and the opening hours of your closest MRW pickup point

Do you deliver to Balearic or Canary islands?

We do deliver to Balearic Islands without any extra charge. However for Canary Islands we only deliver data SIM cards. Due to customs restrictions in Canary Islands we do not deliver WIFI Hotspots. For these destinations the delivery will take 4-6 working days, so please make your order at least with one week in advance.

 

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RETURN

What do I need to make the return?

We provide a pre-paid return envelope on the package you will receive.

At the end of the rental, You just have to put everything in that return envelope and drop the envelope in any postbox.

Please click here to find your nearest postbox.

If you are staying at a hotel, you can also ask at the reception to return it.

By when do I have to return?

The return should be done no later than midnight of the last day of the rental period.

Please drop it in a postbox until the end of the day of your return date so that the package will be postmarked on that day or the day after.

Will I have to pay any postage for returning?

No, we will provide a pre-paid return envelope for return, so you do not have to pay anything.

If the customer leaves Spain without posting the device, it is his responsibility to ship it as soon as possible and pay for the international return shipping charges.

What should I do if I lose the return envelope?

Go to a post office and sent it to our address. Check our address below.

You can also ask the reception of your hotel to return it to us, using their services.

What happens if I don't return the device?

The items should be returned in working order and good physical condition at the end of the renting period.

 Non returned itens will result in the incurrence of the following charges:

  • Portable Wi-Fi router: 70€
  • SIM card: 20€
  • AC adapter: 20€

In the case of delayed return after the end of the renting period, you will incur on a daily penalty fee 3€/day. We consider the return date, the date that the envelope is postmarked by the post, and we add 2 days of additional tolerance.

 

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TROUBLESHOOTING

Do I need to activate the service?

No need to activate. The SIM or portable WiFi, are already activate

Do I need to configure my phone, or set any APN?

There is no need to set an APN or change any setting on your phone. The SIM cards are already preconfigured to accept any setting and connect automatically. However, if you rented a SIM card and, by some reason, your device doesn’t work without a APN, please insert the following details:

Name: orange
APN: orangeworld
Username: orange
Password: orange

Are there restrictions on mobile data communications?

There are no limits on the usage of any app. The net neutrality principle applies.

The only limit is the number of days you have ordered.

What should I do if the item was damaged or didn't work when I received it?

All the items are checked before sent out. However, if it was damaged or didn’t work when you received it, please contact us by email or phone and let us know your order number as soon as possible. We will give a full refund after checking the device or SIM card.

 

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SUPPORT & CUSTOMER CARE
Contact us!

Don’t hesitate to contact us if you have any question.

Technical Support: +34 668 690 268 or info@spaininternet.net

Business hours: 9h00 – 23h00 (CET)

Available 7 days a week, including holidays

Available in English, Spanish, Portuguese.