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 Vodafone and Movistar. You can check Vodafone coverage by clicking here and Movistar network here. Mainly you will have 4G coverage in any city or sizable village. You can use 5G technology in 12 cities of Spain and 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 Spain (for example, Portugal).

DO I have access to 5G network

Our SIM cards allow 5G connection. However 5G is still quite limited in Spain. You need to have a 5G compatible device and be in one of the few areas in Spain that has 5G coverage. (you can check Vodafone 5G coverage here). Also you may not be able to enjoy the 5G network indoors or in closed areas

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?

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

 

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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 12 hours at standby state and 5 to 7 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.

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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.

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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.

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 (15€)

For long term rentals is it possible to make monthly payments?

Yes. For the first month, please place your order online and in the comments section please leave a note saying that you would like to make monthly payments. A couple of days before the end of the first month, we will send a link to set up a standing order which pays automatically every month (the price for the followings months will be lower than for the first month)

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

Yes. Please send us an email before the end of the rental period requesting the rental extension. The extra cost will be according with the cumulative number of days.

 

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DELIVERY

How many days in advance should I place an order?

Our website requires at least 2 working 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?

For home deliveries, it will be delivered on the morning of your start date. For pickup points, it will be delivered the day before your pickup date (e.g. if your pickup date is 17th July, it will be delivered 16th July). However, in some cases, it may be delivered on the same day as 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: Deliveries are normally made between 10h00 and 14h00

Can I collect my package at the airport?

Yes, but only at Madrid Airport. Please show the order confirmation that you receive by email at the time of your booking. You can check the location in each airport on 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 or Correos store

Do you deliver to Balearic or Canary islands?

We do deliver to Balearic Islands without any extra charge.

However for Canary Islands, and due to customs restrictions, we do not deliver WIFI Hotspots. However, we can deliver Data SIM cards.

 

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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?

You can go to a post office and sent it to our address:

Spain Internet (TuryElectro)
Carretera Porriño Salceda Km. 1
Desvío Polígono A Granxa. Lugar Vilafria, 32
36475 O Porriño, Pontevedra

Alternatively you can contact us and we will arrange a pickup (extra cost 10€)

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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DATA USAGE

How many GB do I have

You have an average of 10GB /day (for example you can consume 15GB in one day and 5GB in the next one)

However, the total consumption in one calendar month (1st to 30/31st) can not exceed the 300GB

What can I do with 10GB /day

With 10GB you can, in one day, surf the Internet for about 120 hours, listen to 2000 songs or stream 10 hours of standard-definition video / video call.

Can I top up extra GB

For rentals of less than 15 days, it´s possible to top up extra GB. The cost would be 2€ for each additional 10GB. Just write us an email and we reply in less than 24h.

For rentals of more than 15 days, it is not possible to top up extra GB. If you see that you will need more data the best solution would be to make a new order.

Do you have Data rollover?

You can rollover the unused data within one calendar month (1st -30/31st). However, is not possible to transfer the unused data from one month to the next one.

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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.

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.

I'm not able to see the network and password or the password doesn't work

Please click on the “menu” button located at the top of the device and selected the option “Device Info”.  You will then be able to check the network name/SSID and the correspondent password

 

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Privacy Policy

What information do we collect?

We collect information from you when you register on our site or place an order. When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address or mailing address.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways: To personalize your experience (your information helps us to better respond to your individual needs) To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you) To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs) To process transactions Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested. To administer a contest, promotion, survey or other site feature To send periodic emails The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be kept on file for more than 60 days.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits, keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business. If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders by contacting customer service. Google Analytics We use Google Analytics on our sites for anonymous reporting of site usage and for advertising on the site. If you would like to opt-out of Google Analytics monitoring your behaviour on our sites please use this link (https://tools.google.com/dlpage/gaoptout/)

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Registration

The minimum information we need to register you is your name, email address and a password. We will ask you more questions for different services, including sales promotions. Unless we say otherwise, you have to answer all the registration questions. We may also ask some other, voluntary questions during registration for certain services (for example, professional networks) so we can gain a clearer understanding of who you are. This also allows us to personalise services for you. To assist us in our marketing, in addition to the data that you provide to us if you register, we may also obtain data from trusted third parties to help us understand what you might be interested in. This ‘profiling’ information is produced from a variety of sources, including publicly available data (such as the electoral roll) or from sources such as surveys and polls where you have given your permission for your data to be shared. You can choose not to have such data shared with the Guardian from these sources by logging into your account and changing the settings in the privacy section. After you have registered, and with your permission, we may send you emails we think may interest you. Newsletters may be personalised based on what you have been reading on theguardian.com. At any time you can decide not to receive these emails and will be able to ‘unsubscribe’. Logging in using social networking credentials If you log-in to our sites using a Facebook log-in, you are granting permission to Facebook to share your user details with us. This will include your name, email address, date of birth and location which will then be used to form a Guardian identity. You can also use your picture from Facebook as part of your profile. This will also allow us and Facebook to share your, networks, user ID and any other information you choose to share according to your Facebook account settings. If you remove the Guardian app from your Facebook settings, we will no longer have access to this information. If you log-in to our sites using a Google log-in, you grant permission to Google to share your user details with us. This will include your name, email address, date of birth, sex and location which we will then use to form a Guardian identity. You may use your picture from Google as part of your profile. This also allows us to share your networks, user ID and any other information you choose to share according to your Google account settings. If you remove the Guardian from your Google settings, we will no longer have access to this information. If you log-in to our sites using a twitter log-in, we receive your avatar (the small picture that appears next to your tweets) and twitter username.

Children’s Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Updating your personal information

We offer a ‘My details’ page (also known as Dashboard), where you can update your personal information at any time, and change your marketing preferences. You can get to this page from most pages on the site – simply click on the ‘My details’ link at the top of the screen when you are signed in.

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Your Consent

By using our site, you consent to our privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page.
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