When your device for some reasons does not work like expected, contact us right away. We generally can not give support or make a refund on things that happened days ago. You can send us a email to support@trawire.com, sms/chat/WhatsApp at +3546517368 or use the contact forms on this site. Please have your order number and modem name ready when you contact us. It’s also very important that you completed the modem activation/registration at hotspot.rent.
If the modem is stuck in rebooting cycle please do following: Peel back of modem. Use sharp object like pen and hold the Reset button down for few seconds. Retry if necessary. Try to press the reset button immediately after the modem has finished the startup circle (“Vodofone” appears on screen). You know the modem is reset when it shows totally different SSID and Password.
By default, Apple CarPlay and external Wi-Fi cannot function together, and this limitation also applies to Android Auto. The Wi-Fi signal is limited to a single channel, which CarPlay exclusively uses to establish communication between the phone and the car.
Just activate again! We figure everything out.
If you are not sure, don’t worry, you ca also send us an email (fx reply to activation email), a text message (SMS/WhatsApp) or call us if not replied within 48 hours (sometimes mails are delivered the spam/junk/wrong way ;), the junk mail is checked regularly). We will sort this out with you. Your modem has at least 2 or 3 days of Internet.
If the unfortunate situation comes up that the cable is not working when unpacked we urge all our customers to grab one from the nearest Gas station or Grocery store, we refund the cost back to customer registered payment card.
Return old cord + the receipt with the modem and new cable. Refunds are made after we receive the modem.
So how to appreciate the freedom of unlimited Internet?
How about comparing it to something that isn’t unlimited?
Limited and runs out very quickly:
Beer (0.5L) | €6 – €11 / $6 – $12
Cappuccino | €3 – €6 / $3 – $7
Coke/Pepsi (0.33L) | €1.5 – €3.5 / $1.5 – $4
Water (0.33L) | €1.4 – €2.6 / $1.6 – $3
Unlimited and never runs out:
Trawire WiFi | €9 / $10
If less than 2 days to pickup, no. See our no-show/cancel order policy in our other faq’s.
We have prepared, shipped and made the modem available to you. Our suggestion is to keep the best WiFi solution you can get, using the best network and is from Iceland’s only dedicated modem expert.
If you find out afterwards that you have a free modem available, fx with a car rental, politely ask the car rental to give you a discount that matches our modem rental fee. Their extra insurances or larger vehicle cost, does always allow a few dollar discount. We know it because we rent out vehicles too.
Our customers share internet connections. So if one user is constantly downloading, it will slow the connection for the other users who are on at the same time. Fair usage policies limit the usage of one user over another at peak times so that the performance is not affected for the rest of the group.
Fair Usage daily limits for Basic Modems is 10GB.
Just reply to the order confirmation sent from orders@trawire.com with the request. Do not worry about same day delays of few hours time change. Just pickup when you can.
If you need changing pickup or return dates, the modification has a fee of $20.
You can buy a modification insurance when you order our modem.
If you are arriving through Keflavik Airport, please allow 1-2 hours to go through the airport after you land.
Cancelling a order on same date the hire is due to start is treated as No-Show. If you cancel the order by contacting us and/or if no formal cancellation is received the No-Show fee is 100%. Even with our cancellation insurance, No-Show does apply if customer fails to cancel.
If you cancel an order more than 28 days before your hire period is due to start, then again there’s no cancellation fee.
However, if you want to cancel an order less than 28 days before your hire is due to start, there’s a cancellation fee of 25% of the hire charge, rising to 50% of the hire charge if you cancel less than 14 days before your hire is due to start.
If you cancel less than 2 days before pickup there is no refund as your modem has been prepared.
There are no refunds on early returned orders.
Extra delivery options or insurances, purchased with order are non refundable if cancellation is placed less than 7 days before arrival.
For changes in orders (date changes, modem types) we have a order modification fee of $20. You can purchase a insurance that covers this fee when you order.
Just inform us with email to support@trawire.com.
Tip #1
Place the modem high.
Tip #2
Keep the modem connected to high power charger (2A or more) when possible.
Tip #3
Turn off all cloud sharing on your phone and you will not use your bandwidth/speed on something totally unnecessary.
Tip #4
Remove battery cover (back) and battery for few secs – Assembly again and turn on. You will have a “fresh” modem.
Your modem has unlimited data as long as it is used responsible. We monitor the usage and inform if people goes to wild. The more aggressively the usage you have there is less for others around you.
In general? No.
If you pickup the modem and decide you do not need it (by returning it to mailbox), we will not refund your order.
The modem has been taken out of possible use for others, we have paid the reseller for delivery as you have picked up the modem, we have paid for return postage and we have to wait for the modem to return by post before being able to rent it out again.
If you return the modem back to pickup location around time of scheduled pickup, we consider a full refund in very special cases. You need to get verification from us or staff at pickup location that you have returned right away and the box is ok/unopened.
Better connection:
No signal – verify signal:
If nothing works:
Some mobile phones do not recognise modified network names. First try restarting phone as it does often help. The solution is reset the modem by pressing reset button for several seconds with fx paper clip. If you reset the modem it will also change default wifi settings. The reset button is behind the battery cover on the modem back. Restart. You should see the new network name and password on the modem screen when power button/WPS/menu button is pressed.
It’s about offering unlimited wifi for you and up to 10 of your travel friends, unlimited, everywhere! You can hook-up all your wifi-enabled devices (not just cellphones) to the portable hotspot and use it wherever you go. Roaming with your own service provider does not guarantee unlimited access to Iceland’s fastest network in your car, in the bus, in your tent, while you’re hiking, on your bike and when you’re relaxed in your rented cottage or a hotel room.
Foreign roaming access is often throttled (by your own service provider) and you are possibly using up your subscription at home.
See our little comparison of available choices here.
You can call everyone at home or at work with fx. Skype, Viber or FaceTime.
You come home with your phone data plan/subscription unused.
Best of all you are still using the telephone number everyone knows.
You can start immediately after receiving the modem.
Turn on the modem by holding the power button for more than 3 sec.
Most of our modems have SSID/WiFi name and password visible on the front screen.
On some of the never modems you need to access the password using the menu button as shown above
If this error is shown on your modem screen, do the following:
– remove the back of the modem
– remove the battery
– adjust the SIM card
Assembly again and power up the modem again.
We ask you to activate the modems as soon as possible after pickup. Why? Because the modem has just 10 mb of data until activated, it’s easier to support you and most important we need to be able to confirm your modem return. So save time and money and go to hotspot.rent to activate.
All our modems are rented out with USB cord you can use/charge with your laptop or your own mobile/tablet charger. In more expensive Modem Packages car charger and/or USB wall charger is included. The chargers we provide are high powered so you can hold the modem fully charged while in full use.
If you bring your own adapter – Make sure its high powered (should be able to charge iPads/Tablets)
Yes our modems are locked with network name and password.
It’s Iceland so getting the best signal out in the wilderness can be tricky. We recommend following:
Read the manual. Remember that some parts of Iceland are so remote that we can’t guarantee any quick fixes unless with Helicopter… which we don’t have ;). Any errors, broken signals or devices not working will be met at the best way possible.
In Iceland the signal can get totally lost if your not sticking to the main roads. See coverage map
Depending on usage the battery should last 4-7 hours. More data – Less battery time. Trawire Business version has 3 times the battery life of the other modems. All modems come with USB cord for use/charge with a laptop or mobile/tablet charger.
Help us keeping this low cost and unlimited. Please return all our attached cords and extras.
US Dollars only!
However, since there are currency restrictions in Iceland, currently in effect, the amount due and paid is converted into ISK and will appear in ISK on the credit-card holders statement.
We expect you to look after the rented devices as if they were your own. However, we want you to use and enjoy it rather than keep it wrapped in cotton wool. So we will treat any minor marks as the results of ordinary wear and tear. However deep scratches on the device, or any dents to the mounting will be considered damage and will affect your rental amount. We have insurance that covers that and can be bought when you order.
We are within reach 9 am – 5pm, 5 days a week. We are not constant at our office but we answer your emails as quickly as we can. Our delivery locations have 24/7 delivery (Self-Service for Pickup).
Please contact us on +354 651 RENT (651-7368) or by e-mail: orders@trawire.com
Please contact us immediately – Tel: +354 651 RENT(7368)!
You will receive information on the process via telephone.
The standard process is to return the damaged device immediately to Trawire, along with a damage description. The description must state the extent of the damage, how the damage occurred, where the damage occurred (both location and where, on the device).
We have insurance that covers damage and can be bought when you order.
Trawire will send the device to an authorized service centre for assessment and repair and if applicable, the client will be charged accordingly. For more information, please see our terms and conditions.
Should Trawire need to replace the device or should the client need to rent a new device, then replacement fees and postal will be charged insurance credit-card. However, if the clients has home-based insurance to covers such damage, then Trawire will negotiate directly with the insurance company in question. For more information, please see our terms and conditions.
We have insurance that covers that and can be bought when you order!
The first thing to do is to let us know immediately. We will buy a replacement device and charge you for a replacement (up to $100) and the postal costs involved (if applicable). If you do not have lost/damage insurance from us the rest is left with your insurance company and policy.
Please see our Terms and Conditions.
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