Frequently Asked Questions
a. What is a pocket wifi?
A pocket wifi – also known as MiFi, wireless dongle, global / mobile hotspot – works similarly to your wireless router at home. When switched on, it creates a wireless hotspot which anyone in the vicinity can connect to, assuming they have the password.
Unlike your wireless router at home, the pocket wifi is portable (it fits in your pocket), doesn’t require any setup, cables or installation, and works seamlessly over the world. Simply switch on and connect.
This means you can travel the world with your smartphone, laptop, tablet, game consoles etc., knowing that you can securely and reliably connect all your devices to the internet, whenever you want.
b. How does the pocket wifi actually connect worldwide?
The pocket wifi uses patented virtual SIM technology to allow seamless connectivity all over the world. When you power up the pocket wifi, it will automatically figure out what country it’s in, and choose the best network operator for you, via a bank of SIM cards it can access in the cloud. It will then connect to the data network of that operator. All these happens discreetly in the background, so you will never have to fuss over it.
c. What are the devices that can connect to the pocket wifi?
The pocket wifi works with any WiFi-enabled device, such as laptops (e.g. Windows & Mac), smartphones (e.g. iPhone, Android, Blackberry, Windows Phone) tablets (e.g. iPad, Samsung Galaxy, Kindle) and anything else that can connect to WiFi (e.g. game consoles).
d. How do I use the pocket wifi?
To connect to the pocket wifi, press and hold Power Button on for 2 secs, the power ON/OFF LED light will appear on the device, first light from the left. The middle light will turn to green when connection is detected. The last LED light will turn green, indicating 4G connection is available.
Configure your wifi settings on your mobile device, locate the pocket wifi’s unique network name (SSID) and enter the password.
e. Does The pocket wifi work with carrier-locked devices?
Yes, because the pocket wifi uses wireless internet, it works even with carrier-locked devices!
f. How many devices can I connect to the pocket wifi?
You can connect up to five different devices to one pocket wifi. Please note that the connection speed will be shared among each device connected, so having five devices connected at the same time could result in speed slowing down.
g. How long does the battery last?
The pocket wifi with a fully charged battery will last up to 15 hours while connected to one device. The device can be charged via a USB or wall outlet (both cables included). There are 4 top LED lights indicating the battery capacity, each light represents 25% and a fully charged pocket wifi will have all 4 lights on.
h. What is the download / upload speed?
You may have heard operators brag about their data speeds, e.g. 100 megabytes per second (Mbps) or even 1 gigabyte per second (Gbps) on 4G. While it sounds impressive, these are merely theoretic data speeds, i.e. conducted in a perfect environment where there is zero latency (network lag). This means that, unfortunately, when out in the real world, your speeds will never approach that speed (yet). For that reason, below we’ve outlined theoretical and real-world data speeds, so that you can know what to expect:
Theoretic data speeds: 100 Mbps when moving, e.g. in a car, 1 Gbps when standing still.
Real-world data speeds: 18.6 Mbps and upload speeds of 9.0 Mbps
Theoretic data speeds: 7.2 Mbps or 52 Mbps on 3G HSPA+
Real-world data speeds: 4.3 Mbps download and 1.1 Mbps upload
i. Can I make calls with the pocket wifi?
The pocket wifi only gives you an internet connection, it does not enable regular voice calls via your cellular network, however it does allow VoIP calls such as Skype, Viber, GoogleVoice etc.
j. Can I send text messages / multi-media messages with the pocket wifi?
The pocket wifi only gives you an internet connection, it does not enable regular SMS / MMS via your cellular network, however it does allow messaging via WhatsApp, Skype, Viber etc.
k. Does VoIP (e.g. Skype) work with the pocket wifi?
Yes, VoIP will work. This includes Skype, iChat and Facetime.
l. Do I really get unlimited internet?
Yes, however fair usage policy applies. Each price plan has a capacity indicated, upon reaching this capacity, your usage will be slowed down. Do select the plan that best fit your requirements.
II. NETWORK COVERAGE
a. I will be traveling to many different countries all over the world, how many devices do I need?
If you are traveling to multiple countries around the world, you only need one pocket wifi, which works seamlessly across all the destinations.
b. What happens to my connection as I move from country to country?
You may lose connectivity briefly when moving across a national border (as you connect to a new network), but other than that, your connectivity will be seamless.
c. What is the coverage like?
We partner with the biggest network operators worldwide to ensure that you always have the best and fastest connections available to you. While there will always be great coverage in "populated" areas, (i.e. cities and towns), if you are traveling to exceptionally rural or uninhabited areas (such as the Alps), we recommend you get in touch with us in advance, so we can verify the coverage.
d. How does coverage affect data speed?
In general, the better the signal in your area (indicated by more reception bars), the faster the connection speed should be.
e. Is there coverage on a cruise / out at sea (maritime coverage)?
Unless you’re close to land, the device will not work while you’re out in the open waters. But, the closer you get to land, the more likely your device will be able to pick up a terrestrial signal and thus allow you to connect to the internet. Please note that, even if your cruise advertises mobile connectivity on board, it’s most likely satellite-based, and will therefore not work with the pocket wifi.
f. If my cell phone can receive a signal, will the pocket wifi as well?
Not necessarily – cell phones uses different networks than the pocket wifi, this means that the two are not connecting to the same signal. This is because the pocket wifi connects to data networks; e.g. 2G, 3G, LTE, 4G. On the other hand, cell phones connect to cellular networks.
Since cellular networks have been around a lot longer than data networks, coverage is better because there’s more infrastructure in place (i.e. cell towers), especially in rural areas. For this reason, you might be able to make calls in a rural area but still won’t be able to access the internet.
g. What happens if there is no coverage where I am traveling to?
In the rare event that there is no coverage at your location, and you won’t be traveling to any other location where there may be coverage, you can cancel your subscribed plan. (there is no cancellation fee).
III. DATA USAGE
a. What's the difference between a megabyte (MB) and a gigabyte (GB)?
MB and GB stand for megabyte and gigabyte, respectively. To get the GB value from a MB value, you need to divide the MB value by 1024, e.g. 1024MB = 1GB, 512MB = 0.5GB and 3072MB = 3GB.
b. How much data does browsing websites use?
A standard web page is likely to download between 200-500KB of data. However, websites with a lot of media content (pictures or videos) such as Facebook may use substantially more data.
c. How much data do emails use?
A general rule of thumb is that 50MB is enough for 250 emails. However, any attachments can greatly sway this number. A simple text email will only be a few bytes.
d. How much data does Skype use?
A simple voice call via Skype will use around 4KB /second, while a video call will be 650KB /minute. However, this will vary according to coverage, as Skype will automatically increase or decrease call and video quality according to your internet speed. As a reference, a 15-minute audio call could use around 5MB, while a 15-minute video call could use around 10MB.
e. How much data does online gaming use?
Online gaming on a PC will use maximum 100MB /hour - usually around 70-80MB /hour. This is regardless of the type of game, because graphics do not factor into data consumption, meaning games like Minecraft and Call of Duty will use the same amount of data. However, one important aspect to consider is ping time – mobile data connectivity can be a lot slower than your home LAN network. For this reason, players may experience lag while playing simply because the internet speed is insufficient (e.g. when connected to 3G). For games where success depends on reacting quickly (shooters), a 3G connection may be too slow for the game to be playable. If you want to avoid latency issues, opt for the 4G upgrade!
f. What if I experience rapid data consumption?
There are a variety of factors that could contribute to rapid data usage.
The main way to use a lot of data quickly is by downloading or streaming audio / video (e.g. Spotify, Netflix, P2P); this can easily result in data usage of over 100MB in 15 minutes. For your reference, a standard-definition movie is usually around 700MB.
In addition, certain programs will consume data in the background without giving any indication of doing so. For example, system updates are usually downloaded and installed automatically without prompt. Backup software (such as iCloud, Dropbox and GoogleDrive) will continuously use data throughout the day - in fact most Mac / iOS devices come pre-configured with a backup feature always enabled. Other programs such as Skype and other chat clients will also contribute to data usage if kept on continuously. Finally, you should be wary of email clients such as Outlook and Entourage, which constantly download both emails and attachments.
Remember that any data usage is amplified when sharing the connection between multiple devices or people, meaning even "normal" activities such as web browsing will consume more data when multiple devices are connected at the same time. For that reason, we recommend you share the above information with anyone who will be using the pocket wifi with you!
g. What happens if I forget to end the plan on FollowJane app?
Please remember to go to Followjane app and click (Return a device) to end subscribed plan. Contact us at +65 6802 3838 to arrange for a free courier or you may wish to drop off the device at 12 Eu Tong Sen St #05-166 Soho2@central within 7 days after returning device via the app.
You will only be charged for the data that you use. If there are 7 days of non-usage and the device is not returned, then a $200 fee will be charged to the credit card that you have registered on your account.
IV. DELIVERY / PICKUP
a. How far in advance should I book?
To ensure availability of our pocket wifi, we recommend to place your order at least 10 days prior to your travel departure date.
b. Upon placing an order, when will my pocket wifi arrive?
Your pocket wifi will be delivered 5 working days before your travel date. Upon receiving your pocket wifi, please download followjane mobile app on Google Playstore or Apple App store. Add your device via the app, you may scan the QR code or enter the serial number of your device. After adding the device, you will be able to see your connected device, and manage the data plans using the app.
a. How can I return pocket wifi at the end of my rental period?
Please select Return device and end the subscribed plan on the FollowJane app. Pack your pocket wifi into the return mailer bag, give us a call at +6802 3838 and we will arrange a courier to pick up the device.
b. What happens if the pocket wifi is not returned, is missing or damaged?
You will need to return the device within 7 days after you end the plan via the Followjane app. A fee of SGD $99 will be imposed if the device is not returned or when there’s 7 days of non-usage. If there is any loss of or damage to the device, the following fees will be imposed respectively:
VI . MANAGING YOUR ORDER
a. Can I amend my booking information after placing an order?
You can manage your data plans via the FollowJane app. You can email us at email@example.com if you require assistance.
b. What emails will I be receiving?
Once your order is confirmed, you will receive a confirmation email with the important information regarding your rental. For this reason, please make sure the email you provide is one which you will check regularly. Please kindly check your spam/junk folders as well.
c. How can I cancel my booking?
You can cancel your booking anytime you want, there is no cancellation fee. If your pocket wifi has already been dispatched, then we will not be able to refund you. We also cannot refund days with used usage on the device. If you already have the pocket wifi, you will need to return it to us immediately.
VII . BILLING
a. What currency do you charge in?
Depending on the currency that is selected when you place your order, you will be charged in either SGD, US Dollars ($), Euro (€), or Pound Sterling (£). If your bank account is in a different currency, your bank may charge you a conversion fee.
b. What forms of payments do you accept?
We accept card payments from Visa and Mastercard (debit and credit), as well as American Express.
c. When will I be billed?
You will be billed immediately upon placing your order. The charge will show up in your bank account from "Thesocialdataco Pte Ltd".
d. Do prices include GST?
Yes, all prices indicated on the website include GST.