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SUPPORT

  • VISION MOBILE USA CORP.
    18726 S Western Ave Suite 120 Gardena, CA 90248

  • 1(714)710-1173
    support@visionglobalwifi.com

FAQ

  • Usage
  • Service Details
  • Pick-up / Return
    methods
  • Payment
  • Other

Can I use Gmail and Facebook in China?

There is is a censorship and surveillance project implemented in China that blocks potentially unfavorable incoming data from foreign countries. Websites and apps such as Google, LINE, Facebook, and Twitter may not be accessible in China, and there is a possibility that Map applications and commenting/uploading features on SNS applications may not be accesible.

Is there an application deadline?

The application deadline differs depending on the pick-up location. For further information please check: https://visionglobalwifi.com/en/receive

Until when can I cancel an order? Is there a cancellation fee?

Cancellations can be made free of charge up to five days before the usage period. Please contact customer support for cancellation inquiries.
Unfortunately, cancellations occurring within 4 days prior to the start of the usage period will be charged 100% of the total fee.

If my device breaks, whom should I contact?

If you are experiencing any troubles with the device, please contact us here:
Phone: +1(714)710-1173 (Within the USA)
Email: support@visionglobalwifi.com

How can I reserve the device?

Please reserve from this website

Is there a way to place a reservation after the application deadline?

Depending on the pick-up location and availability, it may be possible to reserve past the deadline. For further information, please call +1(714)710-1173.

Is the device manual only available in English?

Manuals are available in Japanese, English and Korean. The manual for the language which the order was placed will be included.

Why can't I register my e-mail address and password?

There is a possibility that you are already registered on the website. In that case, please log in with your previously registered credentials.
Additionally, some special leeters may not be recognized by the system. Please confirm if you have entered English letters and that there are no spaces between words.

How easy is it to set up the device?

It is very easy to set up the device. Once you receive the router, simply turn it on and connect to your device by entering the password. You will be connected to the internet instantly.

From what point does the rental period begin?

The first billing day will the date that you depart the US. If you opt to pick up the device at the destination country, then the first billing day will be upon pickup.

Where and how can I pick up the device?

The device can be picked up at Los Angeles International Airport (Tom Bradley International Terminal) counter or it can be shipped to the address of your choice within the USA. Customers traveling to Japan can also pick up the device at major international airports.

Can I make a reservation directly at Los Angeles International Airport?

Unfortunately, the LAX counter is only for pick up and return of devices. Reservations must be made via the website.

What other accessories are included besides the WiFi router?

Included with the device are the manual, AC adapter, and USB cable. Depending on the destination country, a conversion adapter may be included as well. Optional products ordered will also be included in the package.

How big is the WiFi device?

The exact dimensions vary by device, but most are the size of a business card or a pack of cigarettes. It is very easy to carry around.

Where can the device be used?

The device can be used inside the area which is covered by the local partner network company. The connection may be less stable indoors or in subways.

When traveling to multiple countries, how many devices will I need, and how much will it cost?

In general, one device is required per destination. Thus, when visiting multiple countries, multiple devices will be necessary. The fee is calculated not on the basis of the usage period, but on the rental period of each WiFI device, so when travelling to multiple destinations, the fee will be as following:
(Unit Price x Usage period) per destination.

Can I make calls from my mobile phone using the Wi-Fi router?

The WiFi router is solely for data services, and not for telecom. However, it is possible to make calls via apps such as Skype or Line.

I plan to travel to several countries. Can I return the devices at each destination?

Please refer to the website for return locations. Make sure to return the device at the location indicated when filling out the application

How is the usage fee calculated?

In general the price is calculated as the (Price per day x Usage period). For information about long-term discount plans, see: https://visionglobalwifi.com/en/price

Do devices have data usage limits?

The data limit differs depending on the destination. Formore information, see: https://visionglobalwifi.com/en/price

What happens when the data limit is exceeded?

The network speed may be reduced or halted altogether if the data limit is exceed, so please be mindful of the data limit.

What is the multi conversion plug?

The shape and format of the outlet plug differs varies by country. The multi conversion plug allows you to charge your device in every country by converting to different formats.

How fast is the connection?

The network speed differs depending on the destination. For further information please see: https://visionglobalwifi.com/en/price

Approximately how much data is available to use?

The usage data capacity differs depending on the destination. For further information, see: https://visionglobalwifi.com/en/price

How much does it cost to extend the rental period?

If a notice for extension is received within the usage period, the daily extension fee is simply the daily fee upon reservation. If the extension is communicated after the usage period, the extension fee will be $20-$24 per day.

Can I check how much data has been used?

Although some devices have the ability to show data usage, please refer to the following as the rule of thumb for 100MB usage: Web Search: 400 pages, Youtube videos 60 seconds, or Google Maps 27 times.

How many devices can be connected to one router?

For a comfortable connection, we recommend no more than 5 simulataneous device connections per router.

Can the device be used on a ship?

WiFi devices may be operational along coastlines, but not on ships or over bodies of waters.

Is it possible to change the pick up or return location after placing a reservation?

It is possible to change the pick up location if you notify us by noon 4 days before departure. For returns, there is no need to inform us, but please return the device at any of our listed return locations.

If I choose pickup by delivery, when will receive the device?

At the latest, you will receive your device a day before departure.

Are there other ways to pick up the device, other than what is listed on the website?

We are continuously expanding our pick up and drop off options, but the website shows the methods currently available.

How do I pay for the service?

Payment is only possible via credit card (VISA, Mastercard, Amex, JCB, Diners, Discover). Registered corporate clients may also be eligible to pay via invoice.

Can I get a receipt?

The receipt will be included in the confirmation email.

Can I change the application information after the order has been completed?

The order details can be changed up to 4 days prior to departure (12:00 PM). Please contact us by phone at:
+1(714)710-1173 (Within the USA), or via email at: support@visionglobalwifi.com

Do I receive a notification after the order has been completed?

You will receive a confirmation e-mail after an order is made. If you don't receive an e-mail, please check your spam folder and e-mail settings. If you are still unable to locate the email, please contact us by phone at:
+1(714)710-1173 (Within the USA), or via email at: support@visionglobalwifi.com

MALFUNCTIONS & LOSSES

  1. We will exchange the device with a replacement in the case of malfunction.
  2. Please return all parts if the device is damaged, as unreturned parts will be deemed as a loss.
  3. If you lose any or all of the WiFi equipment, you will be charged a replacement fee. See our insurance plans for coverage details.r

NOTES

  1. If you need to cancel your reservation, please call us at 1(714)710-1173 (9a.m. ~ 7p.m. PT business days)
  2. Some orders may not be approved depending on device inventory levels.
  3. Vision Global WiFi executes your payment amount upon submitting your reservation application online.
LANGUAGE
VISION MOBILE USA CORP.
1(714)710-1173 (9a.m. ~ 7p.m. PT business days)
support@visionglobalwifi.com