Frequently Asked Questions
GENERAL
Rent an Island Connect mobile hotspot to have an easy, secure connection to the internet, to avoid expensive roaming costs in your cell phone bill, to avoid Wi-Fi hunting, and paying for prepaid SIM card credits.
• Keep in touch with your loved ones through messaging apps
• Avoid expensive roaming bills!
• Document and share your travels on social media (Facebook, Instagram, Twitter, etc)
• Navigate maps to find your way (maps apps)
• Search useful information for your trips and make bookings or reservations (touristic attractions, hotels, museum hours, restaurants, etc.)
• Make and receive videocalls and VoIP calls through FaceTime, WhatsApp, Skype, etc.
• Check your emails (great for business trips)
• And more!
The Island Connect mobile hotspot does not facilitate regular phone calls via cellular network, but it does allow VoIP calls through FaceTime, WhatsApp, Skype, etc.
You may use it in neighboring cities; however, you must return it on the agreed upon date and time according to your Rental Agreement.
SPEED AND DATA USAGE
The Island Connect mobile hotspot has a download speed of 150Mbps and an upload speed of 50Mbps.
However, the speed will depend on several factors such as network coverage, network infrastructure, weather conditions, physical location, etc.
RETURNS
See map below for walking instructions from all three cruise terminals.
You must return the mobile hotspot BEFORE your cruise departure. We recommend returning it at least 30 minutes before your departure to ensure you have enough time and avoid forfeiting your deposit.
Failure to return the mobile hotspot to the Island Connect counter for any reason on the agreed upon date and time will result in the deposit not being returned.
For any complaints regarding the withholding of the deposit, the customer must provide the confirmation of the return of the mobile hotspot to Island Connect to ensure that the mobile hotspot was returned as the customer claims. Send an email to support@island-connect.net for assistance.
The customer is responsible for the safe return of the Island Connect mobile hotspot on the agreed upon date and time. Failure to return it for any reason, including loss or theft, will result in the deposit not being returned.
Lost, damaged, or stolen mobile hotspots will be subjected to the following charges:
NETWORK COVERAGE
MOBILE HOTSPOT USAGE
The steps to connect are also listed below:
1. Long press the side button on the mobile hotspot to turn it on.
2. Enable the Wi-Fi function on your personal devices.
3. Shot press the side button of the mobile hotspot to see the SSID and password indicated on the mobile hotspot screen.
4. Select the SSID name on your personal device and enter the password
5. You are connected to Wi-Fi and ready to surf the internet!
The maximum connectivity distance between the mobile hotspot and your devices is 30 ft. without any obstructions.
Yes! If you consume all 10GB and wish to keep using the mobile hotspot, you can keep using it as there will be no internet interruptions. Every GB or fraction consumed after the initial 10 GB will have an extra charge of $110 MXN. The extra GB consumption can be monitored by you in real time using the mobile hotspot display. If you wish to stop consuming extra GB after you have consumed all 10 GB, simply disconnect your devices from the mobile hotspot and turn it off.
BOOKING
The steps to make a reservation are also listed below:
1. Head over to the “Reserve Now” tab.
2. Select the desired day and time for your reservation.
3. Input your personal and payment information.
4. You will receive a confirmation email.
5. On the day of your reservation, pick up the mobile hotspot at the Island Connect counter with your confirmation number (provided in the email) and a valid ID.
6. Once your reservation time is over, return the mobile hotspot to the Island Connect counter.
During the peak travel season (Nov-April) we recommend booking 3 weeks in advance.
See map
below for walking instructions from all three cruise terminals.
You may cancel your reservation up to 48 hours prior. Send us an email at support@island-connect.net with your reservation number and name for assistance.
If you fail to cancel your reservation and don’t collect your mobile hotspot at the agreed upon date and time, there will be a 100% no-show fee of $650 MXN.
PAYMENT
For walk-ins, Island Connect accepts debit and credit cards, and cash.
Once you have returned the mobile hotspot to the Island Connect counter, and one of our associates has inspected it to make sure it is working properly, we will charge you for the service provided and extra GB consumption, if any. You will receive a copy of your receipt and the remainder of your deposit will be back in your account in 7-14 days, depending on your bank.
