Question 1

What is the network coverage?

Accepted Answer

We use the Vodafone mobile network. You can check Vodafone coverage by clicking here. You can use 5G technology in major cities in Spain and in remote areas you can always count on having 4G coverage. The internet connection is available in all Spanish territories, including the Balearic and Canary islands. The connection will not be available outside Spain (for example, Portugal).

Question 2

Do I have access to 5G network?

Accepted Answer

Yes, our service allows 5G connection but you need to have a 5G compatible device. However, 5G is only available in major cities (you can check Vodafone 5G coverage here). Also, you may not be able to enjoy the 5G network indoors or in closed areas.

Question 3

Can I make voice calls as well?

Accepted Answer

At the moment we only provide data, which allows you to use VoIP apps such as Skype, WhatsApp, Viber, etc. However, if needed, we can also enable unlimited national calls at no extra cost — just contact us and we will activate it for you.

Question 4

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

Accepted Answer

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

Question 5

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

Accepted Answer

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

Question 6

Is it difficult to set up the portable WiFi?

Accepted Answer

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

Question 7

How long does the battery last?

Accepted Answer

Our portable WiFi has a 3000 mAh battery. 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.

Question 8

Can it be charged via USB?

Accepted Answer

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

Question 9

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

Accepted Answer

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

Question 10

What will happen if I have an abusive data usage?

Accepted Answer

If you use more than 1000 GB in a month (or, on average, more than 33 GB/day), the data speed will be significantly reduced.

Question 11

How do I know if my phone is unlocked?

Accepted Answer

An unlocked phone accepts SIM cards from other networks. To test if 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.

Question 12

Will the SIM card fit my phone?

Accepted Answer

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.

Question 13

Do I need to activate the SIM card?

Accepted Answer

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

Question 14

Are there any settings required to use the SIM card?

Accepted Answer

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.

Question 15

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

Accepted Answer

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.

Question 16

Can I use tethering feature (personal hotspot) on my phone?

Accepted Answer

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 another operator SIM card. You can always rent instead our portable WiFi hotspot.

Question 17

What will happen if I have abusive data usage?

Accepted Answer

If you use more than 1000 GB in a month (or, on average, more than 33 GB/day), the data speed will be significantly reduced.

Question 18

How to install the eSIM?

Accepted Answer

Installation is super easy. Once you receive the email with your eSIM QR code, follow these steps:Open the settings on your device.Find the option for mobile data or cellular plans.Select "Add a new plan" and scan the QR code.Follow the on-screen instructions to complete the activation.

Question 19

Can I use tethering feature (personal hotspot) on my phone?

Accepted Answer

Yes, if your device supports a tethering / personal hotspot feature, you can use it with the eSIM 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 another operator SIM card. You can always rent instead our portable WiFi hotspot.

Question 20

When will I receive the eSIM?

Accepted Answer

You will receive your eSIM two days before the start date you selected. If you purchase less than two days before the start date, your eSIM will be delivered instantly.

Question 21

When am I billed for the rental?

Accepted Answer

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

Question 22

Are there other costs?

Accepted Answer

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

Question 23

Do you accept cash on delivery?

Accepted Answer

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

Question 24

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

Accepted Answer

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).

Question 25

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

Accepted Answer

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 following months will be lower than for the first month).

Question 26

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

Accepted Answer

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

Question 27

How many days in advance should I place an order?

Accepted Answer

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.

Question 28

When will the product be delivered?

Accepted Answer

For home deliveries, it will be delivered on the morning of your start date (Monday to Friday). For Hotels and 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.

Question 29

How do I collect my package at the hotel?

Accepted Answer

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.

Question 30

How do I receive it if I choose residential delivery?

Accepted Answer

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's address and arrange with him the delivery for you. Important: Deliveries are normally made between 10:00 and 14:00.

Question 31

Can I collect my package at the airport?

Accepted Answer

Yes, but only at Madrid Airport. Please show the order confirmation email you received at the time of your booking. You can check the location on this page.

Question 32

Can I collect my package at a pickup point?

Accepted Answer

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.

Question 33

Do you deliver to Balearic or Canary Islands?

Accepted Answer

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.

Question 34

What do I need to make the return?

Accepted Answer

We provide a pre-paid return envelope in 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. If you are staying at a hotel, you can also ask at the reception to return it.

Question 35

By when do I have to return?

Accepted Answer

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

Question 36

Will I have to pay any postage for returning?

Accepted Answer

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.

Question 37

What should I do if I lose the return envelope?

Accepted Answer

You can go to a post office and send it to our address:Spain Internet (TuryElectro), Carretera Porriño Salceda Km. 1,Desvío Polígono A Granxa. Lugar Vilafria, 32,36475 O Porriño, Pontevedra, Spain.Alternatively you can contact us and we will arrange a pickup (extra cost €10).

Question 38

What happens if I don't return the device?

Accepted Answer

The items should be returned in working order and in good physical condition at the end of the renting period. Non-returned items will result in the following charges:Portable Wi-Fi router: €70SIM card: €10AC adapter: €10In the case of a delayed return, you will incur a daily penalty fee of €3/day. We consider the return date as the date that the envelope is postmarked by the post, and we add 2 days of additional tolerance.

Question 39

Do I need to activate the service?

Accepted Answer

No, there is no need to activate it. The SIM or portable WiFi is already activated. Please wait a couple of minutes for the SIM / Hotspot to connect to your country operator.

Question 40

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

Accepted Answer

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.

Question 41

Are there restrictions on mobile data communications?

Accepted Answer

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.

Question 42

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

Accepted Answer

All the items are checked before being sent. 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.

Question 43

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

Accepted Answer

If you have our portable WiFi, please click on the "menu" button located at the top of the device and select the option "Device Info". You will then be able to check the network name/SSID and the correspondent password.

Frequently Asked Questions

GENERAL INFORMATION

PORTABLE WIFI

SIM CARD

eSIM

PAYMENT

DELIVERY

RETURN

CONFIGURATIONS / TROUBLESHOOTING

Helpful guides