How can we help?
Set up your device, track an order, send it back or keep it longer. Or talk to a real person, 7 days a week.
Setting up your device
No phone line, no engineer, no installation. Four steps and you're online.
- 1
Keep the packaging
Please don't throw anything away. We ask that the device is returned in the original box with all accessories.
- 2
Switch it on
Plug the router in, or hold the power button on your Pocket WiFi. Give it up to 5 minutes to find the strongest network at your address.
- 3
Connect your devices
Find your WiFi name and password on the instructions in the box, next to a QR code you can scan to connect. Or pick that WiFi name on your phone or laptop and enter the password, just like any other WiFi network.
- 4
You're connected
That's it. Once connected, you can use the internet as normal.
Manage your rental
Everything about your booking in one place. Enter your details to find it.
Track your delivery and return
See where your device is, from dispatch to back with us.
Extend your rental
Add the days you need and we'll move your return date.
Return early
Send it back sooner and see where your refund is.
Technical support
Not working as it should?
- Not online after 5 minutes? Take the SIM card out and put it back in. It's on the bottom of the device under a white flap, and it needs to go back in facing the same way it came out. This fixes most problems.
- Slow? Your device uses the same mobile signal as your phone, and thick walls block it. Move it near a window and you'll usually get the fastest speeds.
- Please don't press the reset button on the bottom of the device. It wipes all the settings, and you won't be able to get back online without speaking to us first.
Still no luck? Message us and we'll look at the signal at your address.
Common questions
We check every device is in full working order before it ships. If it arrives damaged in the post, take a few pictures and send them to us as soon as you can and we'll arrange a replacement.
Message us as soon as you can. If your device hasn't been dispatched yet we can usually move the dates or change the address without any fuss.
Yes. The first 3 rental days are charged in full. If you return early after that, FlexiPromise refunds 50% of the rental value for the remaining days. Your rental charges stop the moment the parcel is handed to the courier, not when it lands back with us. There's a worked example on our FlexiPromise page.
Your deposit is refunded in full as soon as the device is back with us and checked over. It goes back to the card you paid with, and card refunds usually take a few working days to show up in your account.
Get in touch and tell us what happened. That's exactly what the deposit is there for, and we'd far rather hear it from you than work it out when the parcel doesn't turn up. We'll tell you straight away where you stand.
Before you book
Thinking about hiring? Here's what people ask first.
Rent a device that runs on the mobile network. Choose the 5G Home Router for the whole household, or Pocket WiFi for one person on the move, pick your dates and we'll deliver it to your door. Switch it on and you're online in minutes, with unlimited UK data, no landline and no engineer visit. No contract. Send it back when you're done.
We currently have a 2 day lead time on devices. So if you order on a Monday, we can have the device with you by Wednesday. If you need it sooner, just get in touch with us and we'll get back to you as soon as we can.
No contracts at all. You pay for the days you need, and return the device when you're done. It's completely flexible.
The Pocket WiFi runs on 4G. The 5G Home Router supports both 5G and 4G where available. We check the delivery postcode before dispatch and choose from EE, Three, O2 and Vodafone to find the strongest available signal for your location. Signal and speeds can vary by exact location and local network conditions.
Simply pop the device back in the original packaging and drop it at your local Royal Mail post office. Returns are completely free and we will provide you with return postage.
Yes! All our plans include unlimited data, subject to our fair usage policy.
No need to do anything in advance, we'll email you an extension link a few days before your rental ends. Or just get in touch with the team any time and we'll sort it for you. We'll charge the extra days at the applicable rate and update your return date, no hassle.
No problem. The first 3 rental days are charged in full. If your plans change after that, send the device back and FlexiPromise will refund 50% of the rental value for the remaining days. Your rental charges stop when the parcel is handed to the courier. Need it longer? Use the extension link we email you or contact us and we'll charge the extra days at the applicable rate. See the example on our FlexiPromise page.
Absolutely not. Our devices use 5G/4G mobile networks, so there's no need for a landline or any installation. With our devices, you'll be online in minutes.
Unlike cheaper alternatives, we send out premium devices, the same hardware used by businesses. These devices have better antennas and therefore offer better signal and faster speeds to our customers. The deposit protects us against loss or damage, and it's fully refunded as soon as the device is returned safely.
They all do a similar thing, using a mobile network to get you online, but in different ways. A dongle (or USB dongle) plugs directly into a single laptop and only works for that one device. A Pocket WiFi is a small and portable battery-powered device that creates its own WiFi network, so multiple devices can connect at once: phones, laptops, tablets. A hotspot usually just refers to using your phone's mobile data to share a connection with other devices. Our Pocket WiFi is a dedicated device with a stronger signal, longer battery life, and no drain on your phone. A home router is better suited for higher demand work such as streaming, video calls and for multiple devices to be using it simultaneously.
Still need a hand?
Real people, no call centre.
Monday to Sunday, 9am to 5pm
Policies
Need WiFi for an event? See our Event WiFi hire.