FAQ

This is a short list of our most frequently asked questions. For more information about our service, or if you need support, please contact Trawire Support.

  • FAQ
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at N1 Gas Stations:
      Direction to selected N1 Gas Station is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is crucial to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pick up time and date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • Good to know - Charging the modem

      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)

       
    • Is there some security or password protection so someone standing next to me cannot use my wifi?

      Yes our modems are locked with network name and password.

       
    • How to navigate to pickup points without mobile internet.

      Download an area to use offline
      1. On your phone or tablet, open the Google Maps app .
      2. Make sure you’re connected to the Internet and signed in to Google Maps.
      3. Search for a place, like San Francisco .
      4. At the bottom, tap the bar that has the name of the place you searched. …
      5. Select Download .

       
    • Trawire Budget - How to top up?

      We want to point out that Budget modem is not with unlimited internet.

      You have 1gb at start and as soon it is used up, you will have to refill data at our network provider Siminn.

      With the Budget package, Trawire is not responsible for your data usage and the total cost of your connection while you stay in Iceland. We are mainly renting the device to you.

      Finished with the 1GB included? Need to top up your Trawire Budget Modem? It’s easy and simple. Go to Siminn Top up and choose “Data”. To monitor data usage we recommend My Data Manager

       
    • Selecting Pickup time - Be accurate

      Select pickup and return time as accurate as you can as the modems do not stay very long at selected pickup location. You could miss your pickup window if not accurate. Example: You land at 07:00 am it will take you aprox. two hours to go through airport, pickup rental car and drive to the Capital Area. Pickup should been set to 09:00 am.

      We always monitor usage and will charge extra for any unusual extra usage (being little late is of course ok ;)).

       
    • If nothing works

      Better connection:

      • Place the modem on highest possible point in car/indoors.
      • If you have a USB car charger, plug the modem in while using it. when connected to power it will not reduce signal power to save battery. Please note that some chargers are low powered so it may not charge while in use at the same time.
      • Remove and erase all connection setting on your devices and connect again to the modem.

      No signal – verify signal:

      • Check your/others phone mobile signal bars (if possible) and compare it to the modem signal.
      • Restart the modem by pressing the Power Button for 10 seconds.

      If nothing works:

      • 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. You should see the new network name and password on the modem screen when power button/WPS button is pressed.
      • No luck? Contact Trawire
       
    • Signal and Battery

      It’s Iceland so getting the best signal out in the wilderness can be tricky. We recommend following:

      • To maintain power. Use high power charger or “rest” the modem if the mobile signal is weak. If the modem is constantly trying to get a signal and on top of that everybody is using data, the battery will drain fast. Some CigarLighter car chargers/car USB sockets are low powered so they will not keep up unless you turn off the modem/reduce usage while charging to full.
      • To maintain signal. Place the modem high and near windows. Keep it plugged in when driving of possible. Move around to catch other/stronger signal. Be aware of that at very crowded attractions, other tourists around you are likely tying to get some signal too.
      • If something does not work. If you found out that our device, cables or other add-ons does not work, use yours (what you might have) and/or contact us asap. We will refund you for your trouble or meet the purchase cost if needed.

      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

       
    • How long does the battery last?

      Depending on usage the battery should last 3-6 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.

       
    • Choosing hotel delivery

      We only deliver to hotels within the greater Reykjavík area and only to hotel with a front desk service.

      For more expensive modem packages you can choose to have the modem delivered to hotels. The hotel has to have full front desk service to receive the modem package and be able to forward the modem package to it’s customers. The customer has to have the hotel permission to receive the modem through their front desk. Included in the hotel package is a prepaid envelope for postal return (drop it in any mailbox in Iceland). You can find locations of mailboxes (postkassar) here.

       
    • Why use your portable hotspots in Iceland? There are many wifi hotspots around the country

      It’s about offering unlimited wifi for you and up to 10 of your travel friends, everywhere! You can hookup all your wifi-enabled devices (not just cellphones) to the portable hotspot and use it everywhere you go. Not just in coffee shops or restaurants but 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.

      You can call everyone at home or at work with fx. Skype, Viber or FaceTime.
      Best of all you are still using the telephone number everyone knows.

       
    • Damage / Wear and Tear?

      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 insurance amount.

       
    • Trawire office opening times?

      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

       
    • When does the rental period start?

      The official rental period begins from selected date and time on your order. The rental period ends when you return the device, at any given Drop-Off locations. The delivery is not included in the calculation of the rent so you only pay for the first day / calender day for the use of the device.

      For Example: You order Trawire Modem for 4 days (Tuesday 10am – Friday 6pm). We will ensure the modem is delivered  at the very latest early Tuesday morning.  However, if the customer can receive the device the evening before, for instance if the customer is already in Iceland,  then we will attempt to deliver late Monday. If we can deliver on the Monday, then the Monday is not charged. The  rental agreement commences on the Tuesday

       
     
  • Delivery
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at N1 Gas Stations:
      Direction to selected N1 Gas Station is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is crucial to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pick up time and date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • How to navigate to pickup points without mobile internet.

      Download an area to use offline
      1. On your phone or tablet, open the Google Maps app .
      2. Make sure you’re connected to the Internet and signed in to Google Maps.
      3. Search for a place, like San Francisco .
      4. At the bottom, tap the bar that has the name of the place you searched. …
      5. Select Download .

       
    • Selecting Pickup time - Be accurate

      Select pickup and return time as accurate as you can as the modems do not stay very long at selected pickup location. You could miss your pickup window if not accurate. Example: You land at 07:00 am it will take you aprox. two hours to go through airport, pickup rental car and drive to the Capital Area. Pickup should been set to 09:00 am.

      We always monitor usage and will charge extra for any unusual extra usage (being little late is of course ok ;)).

       
    • Does it matter what return time is selected?

      More accurate is better. We monitor usage so if we see a lot of usage after given drop off time we could ask the reason for it. Each rental day is calculated as 24 hours. Whole new rental day is added after the first hour of  next day is selected.

       
    • Choosing hotel delivery

      We only deliver to hotels within the greater Reykjavík area and only to hotel with a front desk service.

      For more expensive modem packages you can choose to have the modem delivered to hotels. The hotel has to have full front desk service to receive the modem package and be able to forward the modem package to it’s customers. The customer has to have the hotel permission to receive the modem through their front desk. Included in the hotel package is a prepaid envelope for postal return (drop it in any mailbox in Iceland). You can find locations of mailboxes (postkassar) here.

       
    • Delivery limits - Orders 3 days or less

      If you order a portable hotspot for 3 days or less the pickup of the hotspot is only available at N1 Gas Stations. There is a $30 minimum rental fee for orders 3 days or less + delivery.

       
    • Delivering with car rental

      We do not deliver with car rentals. With more expensive modem packages we deliver to Keflavik Post Office about 9 minute drive from Keflavik Airport (open Mon-Fri 09-16:30). The safest and the easiest pickup is our Digital Postbox in Hafnarfjörður or Garðabær.

       
    • Is there a minimum rental time?

      Short answer… no. Minimum $30 is added to oders 3 days or less. Orders are not delivered to KEF Airport. There are special deliver costs within the capital area based on type of delivery.

       
    • Can under 18’s rent a device from Trawire?

      We cannot lease modems to under 18’s. However, we recognize that parents may wish to rent a device for their child / children for educational, recreational or holiday purposes and this perfectly fine as long as the standard  security conditions are met. If security conditions are met then a parent / adult must be the guarantor for the rented device. The parent / adult must book the device and we will require a deposit equal to the value of the device before we release it. This will meet the conditions of our insurance company.

       
    • What if the device I ordered arrives late?

      Should there for some reason be a delay in delivery of a rented device, since no delivery service is perfect then there are several options:

      a) To proceed with the hire and return it as scheduled. This means we will refund any day it is late and we will give you a discount for any future order.

      b) You can cancel the hire contract; return the device directly to us and we’ll refund all your charges.

      c) Or if we do not have another customer waiting for the device, you can extend the return date so that you end up with the same period of hire that you’d originally planned.

      The first step however, as before is to contact us with your thoughts and commentary. Information is key. Trawire needs to know as soon as possible if there have been any delays and if Trawire’s customer service is at fault. However if the person assigned a certain device is not available on the scheduled day, other solutions or conditions may apply.

       
    • How quickly can I get the rented device?

      If ordered online beforehand the device will be ready at  the designated Pick-Up location on chosen day and time. You will have to specifiy exact location when promted.

      All order requires a minimum 4-5 day delivery time. Rates and delivery vary according to item and quantities.

      If you are arriving through Keflavik Airport, please allow at least +2 hours in pickup time after you land.

       
    • What's good to know regarding delivery?

      If you are arriving through Keflavik Airport, please allow at least +2 hours in pickup time after you land.

      Orders are not delivered direct to KEF Airport. See delivery in FAQ for more info.

      Depending on type of the rented device we will require a holding deposit up to USD 150 for insurance purpose. A valid credit-card is required for the amount  for each rental contract. This amount will affect the overall credit allowance on the credit card used for insurance, until the return of the device. During Pick-Up the complete Trawire contract is presented for signature. Upon Return, the rented device is always returned to the nearest mailbox using enclosed prepaid  envelope. If there are no damages or breach of contract, the pre-paid deposit / insurance fee will be lifted from the credit-card.

       
    • Can I return the device early?

      Yes certainly, but unfortunately we cannot offer a refund or credit for the unused portion of your hire period. Use the included prepaid postal envelope and return the device to the nearest mailbox in Iceland.

       
    • What if I return the device late?

      We monitor usage after given return date and time. Unfortunately, you’re going to have to pay a late return fee. The cost will be a standard full day charge for each day the device is late.

      Note for KEF Airport!
      If you bring the device out of the country, your holding deposit will be activated.

       
     
  • Payment
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at N1 Gas Stations:
      Direction to selected N1 Gas Station is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is crucial to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pick up time and date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • Is VAT included on the prices?

      Yes! All our prices are with VAT.

       
    • What currencies does Trawire accept?

      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.

       
    • When is my credit/debit card charged?

      When you place the order, Dalpay, Trawire’s gateway for payments,  will validate your credit/debit card and provide  an authorisation for the total amount of the charge. and the insurance deposit up to USD 150 is added. The deposit authorisation does not actually withdraw funds from the credit-card, but merely holds them for us. Even so, it will appear on the card-holders statement, until return of the Trawire device.

      Trawire will release the withheld deposit / insurance on the day of return.

      Note for KEF Airport!
      If you bring the device out of the country your holding deposit will be activated.

       
    • What methods of payment do you accept?

      We accept credit and debit cards – MasterCard, Visa, Maestro, Visa Debit, Electron and American Express.

       
    • Do you charge a holding deposit?

      Yes. Depending on type of the rented device we will require a holding deposit up to USD 150 for insurance purpose. We trust you to look after our devices. Please help us to maintain this policy by repaying our trust. Trawire reserves the right to hold the  deposit / insurance and surcharges, up to the full value of the rented device.

      All new orders require a authentic personal information on the client (name, address, phone number, e-mail etc..) and a authorized valid credit-card as authorized, completed and signed credit-card as a warranty. Regular customers will in future, be exept from this.

      Note for KEF Airport!
      If you bring the device through Check-In and out of the country, your holding deposit will be activated.

       
     
  • Device orders
    • Who is responsible for the modem return?

      You are until you drop it to the mailbox.

      We urge our customers to return the modem direct to mailbox. If handed elsewhere, for example to a hotel front desk or at the car rental, the customer (you) is still responsible for the return process from that point until it reaches Trawire office.

       
    • Picking up the modem - Please show your Voucher!
      Pickup at N1 Gas Stations:
      Direction to selected N1 Gas Station is shown on you online voucher. At the end of the order process the voucher is the last page/confirmation page. For pickup you can either print out your Voucher or open in your device and show N1 Gas Station cashiers.
      You will be asked to confirm order number (4 digits), name on order and selected pickup location.

      We do always send a copy of the voucher from orders@trawire.com to the email address used in purchase process. Please check you spam mail if  email does not appear. You can always contact us and ask us to send the link again.

      You may be asked to show voucher with your personal ID on pickup destination.

      On date of pickup and return it is crucial to meet us on given booking time and location. Your device has been  reserved and made available to you. Should you fail to pick up the unit on pick up time and date, Trawire reserves the right to charge a No Show Fee. 
      Please see our FAQ for “No Show” and “Cancelling Orders”

       
    • Good to know - Charging the modem

      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)

       
    • How to navigate to pickup points without mobile internet.

      Download an area to use offline
      1. On your phone or tablet, open the Google Maps app .
      2. Make sure you’re connected to the Internet and signed in to Google Maps.
      3. Search for a place, like San Francisco .
      4. At the bottom, tap the bar that has the name of the place you searched. …
      5. Select Download .

       
    • Choosing hotel delivery

      We only deliver to hotels within the greater Reykjavík area and only to hotel with a front desk service.

      For more expensive modem packages you can choose to have the modem delivered to hotels. The hotel has to have full front desk service to receive the modem package and be able to forward the modem package to it’s customers. The customer has to have the hotel permission to receive the modem through their front desk. Included in the hotel package is a prepaid envelope for postal return (drop it in any mailbox in Iceland). You can find locations of mailboxes (postkassar) here.

       
    • Can I hire more than one devices at a time?

      Yes. Online you can almost order as many as you want (100). For special discount for multiple devices (+10) you can send us a email to orders@trawire.com in order to receive a quote  and is subject to availability and season dependent.

       
    • No-Show and canceling an order

      If you are arriving through Keflavik Airport, please allow at least +2 hours in pickup time after you land.

      No-Show is treated as cancelling a order on same date the hire is due to start (50%).  If you cancel an order within 7 days of placing it, there’s no cancellation fee. In addition, 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.

      In the example below the order is placed 17. June and pickup date set to 17. August. The cancellaton window reaches to 20. July. After that the cancellation fee is added.

      If a order is made after 20. July with pickup date set to 17. August (28 days before) cancelation fee is always added.

      Extra delivery options, purchased with order are non refundable if cancellation is placed less than 7 days before arrival.

       
    • Can I extend my hire period?

      Yes no problem. As long as we do not have a customer waiting for the device then we will happily accommodate your request. Just send us a lint to orders@trawire.com. When an extension is allowed you will be charged the difference between the advertised prices for the original and extended hire period.

       
    • How do I reserve a 3G or 4G device?

      If you are arriving through Keflavik Airport, please allow at least +2 hours in pickup time after you land.

      You must complete our online order request form providing all necessary information and submit it to us.  Trawire will send you confirmation of your order by e-mail and you mabye asked for further info regarding the delivery of the device. See more about renting a device here.

       
    • Can I take rented device outside Iceland?

      No. An extra deposit / insurance will be activated for taking the rented device outside Iceland.

      Note for KEF Airport!
      You can return the device at the Airport in a mailbox in the Airport Hall. If you bring the device out of the country area without our written permission your holding deposit will be activated.