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 NOS. Their coverage in Portugal is 99% in 3G and 80% in 4G. This means that 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 Portuguese territory, including the Madeira and Azores islands. The connection will not be available outside Portuguese territory (for example, Spain).

Is unlimited traffic really unlimited?

Yes, you will have unlimited traffic. There is not a limit on the GB you can consume. Within the rental period, there will not be extra costs for internet data traffic.

We offer unlimited internet, but we cannot guarantee speed. The speed depends on multiple factors, from network coverage, indoor placement, number of simultaneous users accessing the mobile network, among a number of other variables.

Can I use VoIP apps such as Skype, or messaging services as Whatsapp?

Yes, you can. It works in the Wifi rent or SIM card rent.

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

It is 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 be 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?

Battery usually lasts for a whole day for the most of the users. It can last up to 120 hours at standby state and at least 6 to 8 hours for nonstop use.

Can it be charged via USB?

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

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.

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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 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.

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, this feature can be used with the SIM cards we provide.

However, please note that there are certain operators that block the Apple products that they sell in order to limit tethering. If you have an Apple product 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 charge 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?

Yes, it is possible to extend the rental period of WiFi in Portugal. The extra cost will be similar to the basic price. To extend the rental period please contact us using our email, inquiry form or support line.

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

Please contact us if you have to cancel your order.

We will give a full refund for cancellations made 7 days before your delivery date. Between 3 to 7 days before the delivery date, refund depends if the shipment has already been made. Less that 3 days before the delivery date, it will be not possible to do a refund.

 

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DELIVERY

How many days in advance should I place an order?

The sooner, the better. 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. If you wish to receive the order in Madeira or Azores islands, you should order with at least 5 working days in advance as the shipping usually takes 5 working days.
If you are staying in Lisbon or Porto, you can use the “last minute” delivery option.

When will the product be delivered?

It will be delivered the working day before your pickup date, e.g. if your pickup date is 17th July, it will be delivered 16th July.

How do I collect my package at the hotel?

During check-in, please ask the hotel receptionist for the envelope addressed to you.

How do I receive it if I choose residential delivery?

The package will be delivered to the residence mailbox. Please make sure that you will have keys or access to the residence mailbox.

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

What do I need to collect my package at the airport?

All you need is to show your ID, or passport, and indicate the tracking code of your order to collect the item. Be sure to use the same name when making the order. You can check the place of pick-up in each airport in this page.

If I could not pickup at the airport due to flight delay, can you forward it to my hotel?

Unfortunately, we cannot forward it to the different place. If you were unable to collect your package during their opening hours for any reason, you can go back again on the next day. It’s a constrain that you have to take into account when choosing airport pickup.

I'm already in Portugal. How quickly can you deliver?

If you are in Lisbon or Porto, you can use the “last minute” delivery option

If you are in any other part of Portugal, please contact us using our customer support contacts bellow. In some circumstances we can deliver it within 1 or 2 workdays to any of the 1.000 pickup points.

Do you deliver to Madeira or Azores islands?

Yes, we deliver to Madeira or Azores as well, without any extra charge. However, the delivery will take 3 additional working days, so please make your order 5 working days before your arrival.

 

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RETURN

What do I need to make the return?

We provide a prepaid 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.

There are postboxes in all airports. 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 Portugal 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: 90€
  • SIM card: 10€
  • AC adapter: 10€

In the case of delayed return after the end of the renting period, you will incur on a daily penalty fee 5€/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 activated, configured and ready to use.

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.

 

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SUPPORT & CUSTOMER CARE
Contact us!

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

Technical Support:

+351 220 135 448

+351 935 010 989

+351 934 671 341 (WhatsApp)

help@portugalinternet.com

Business hours: 9h00 – 24h00 (GMT)

Available 7 days a week, including holidays

Available in English, Spanish, Portuguese.