FAQ

Q1. How do I place an order?

Click the Order Now button on the top left corner of the homepage and place your order online.

Q2. How are the rates calculated?

Your billing cycle begins the day you depart and ends the day you return.
We ship your order so that it arrives in your hands 1-2 two days before your departure date. This gives you time
to set the device up and ask us any questions before you leave for your
trip.

Q3. How do I locate a user guide for my USB Modem or MiFi Hotspot?

A user guide booklet will be included in shipment with wireless device. Additionally, user guides and datasheets may be found on the Customer Support page, or you may contact us via email at support@xcomglobal.com to request a User Guide.

 

Q4. Which countries will my XCom Global device work in?

On our website under the Order Now button, you have the option to select your choice of Plans. Each wireless device will display icons of each country and provide additional information to the left side of the page.

Q5. Invoicing

  • Need a copy of my invoice - Please send an email to our customer care support team and we'll send a copy of that receipt to you within 24hrs. support@xcomglobal.com
  • How long will I have to wait to be billed? This depends on the on the services you've chosen. Unlimited you can expect to be billed within 7 business days after the products have been returned. BuytheByte Could take anywhere from 7 to 14 business days. BuytheByte services usually take a bit longer since international carrier confirms the rental usage.

    • Q6. USB Modem software installation problems

    Please pull the USB device out of the computer USB port. Then restart your computer. Re-insert the USB device into your computer and try again. Your computer should recognize new hardware and prompt the software to run.

    Q7. Cannot install?

    Please pull the XCom Global device out of the USB port. Then restart PC. And then, please insert the USB into PC again. If you cannot install yet, please contact to us.

    Q8. Need order status or tracking details?

    Please contact our customer care team by email at support@xcomglobal.com

    Q9. Insurance

    Insurance is optional. XCom Global recommends that you carry insurance. In the instance that merchandise is lost, stolen or broken, assessed penalty fees will be applied.

    Q10. Late fees

    If products are not returned to XCom Global within 2-business days after the original contract date, additional penalty fees will be applied based on pre-selected plans and services.

    Q11. Any additional charges I should be aware of?

    Item Details Charge

    Shipping &

    Handling Fee(2way Service)

    		 Delivery guaranteed one day before departure date. For last minute travel, overnight shipping and Saturday delivery are both available for an additional charge. Please contact XCom Global for pricing.

    $29.90 ($14.95 each way)

    Order 10 + days before your departure and get credit for Free Shipping

    * $29.90 covers Standard Fedex

    Shipping only. Overnight shipping extra
    Insurance

    Covers the loss of, theft or damage to rented equipment after $160.00 deductible.

    $3.95/day
    Late Fee Late fee(s) are charged Per Day beginning the 4th business day after your Rental Contract or "Usage Term" expires.

    Mobile Hotspot = $17.95 / day

    USB Modem = $14.95 / day

    *per the Terms & Conditions of the rental agreement

    Cancellation

    Fee

    $20.00 Cancellation fee charged prior to shipping products.

    $49.90 Cancellation fee charged after the product has shipped. ($20.00 + $29.90 S&H)

    $20.00 Flat fee if canceled before order is shipped

    $20.00 + $29.90 S&H if order has already shipped

    Damaged or Lost Items

    Item Insured ($3.95 / day) Charge
    MiFi Hotspot /
    USB Modem    		 $160.00 $800.00
    Wall charger /
    Attachments    		 $5.00 $25.00 / each
    *includes wall charger, USB cable, USB cap,
    outlet adapters
    Carrying case $3.00 $15.00

    Q12. How do I secure my MiFi?

  • Follow the steps in your User Guide to make sure the MiFi Hotspot is powered on and connected to the appropriate network
  • From the User Guide, Page 10, complete Step 1 ONLY for Extended Connect and log in to the MiFi Hotspot manager
  • From the home page toolbar select WiFi and then select Profiles
  • On the WiFi Profiles page locate the Profile drop down and select Secure
  • Click the green Edit WiFi Profiles button to the right