Help Centre

• Getting Started

  • What type of device can Globalgig be used with?
    You can connect up to 5 Wi-Fi enabled devices to your Globalgig hotspot, including laptops, tablets, iPads, iPods, Smartphones etc.
  • Can I use the Globalgig to make and receive phone calls and SMS?
    Globalgig is a data only service, so it cannot support SMS or calls. However, there are a number of services available; such as Fring, Skype and Viber, that will enable you to do such things using Globalgig. Please note that Globalgig or Voiamo cannot be held responsible for the performance of third party products or services or their effects on our services so that this action is undertaken at your own risk. Our terms and conditions apply.
  • What are the opening hours of your help centre?
    Our help centres enable you to contact us 24 hours a day. You can contact us via our contact page here on +1 800 321 1228 or at help@globalgig.com.
  • How long will my battery remain charged for?
    Your battery should last up to 3 hours during normal usage. Duration can be effected by the number of devices connected, type of usage (constant vs. intermittent) and network strength.
  • How many devices can I connect?
    You can connect up to 5 devices at any one time.
  • How do I ensure that my hotspot device works when I go overseas?
    Your Globalgig hotspot device should automatically connect to the internet whenever you are using it in one of our countries. As a first resort if it does not connect, please switch the device off for 1 minute and then switch it on. 

    If this is not successful, we recommend that you check that the device is set correctly by following these easy steps.

    1. Make sure that you have established a connection between the computer, tablet or smartphone and the Globalgig hotspot device.
    2. Go to your internet browser and type in “http://192.168.1.1”
    3. At the top right hand of the screen you will see “Admin:” In the box next to it type in “admin” and then click “Login”.
    4. Press the “WAN Connection” Button when it appears on the left menu bar. 
    5. Make sure the “Always connect automatically” option is active and select if not. Press “Apply” You can now logout of this interface.
  • Getting my Globalgig hotspot ready for use.

    Inserting the Battery and SIM card

    Using the slot on the bottom of the device, gently lift up to remove rear cover and battery.

    IMPORTANT. This device uses the mini SIM format. Carefully push out the mini SIM without detaching the micro SIM.

    Insert the SIM, contact plate down, into the SIM card slot of the device.

    Insert the battery into the battery compartment.

    Replace the back cover.

    Charging up your Globalgig hotspot device

    Plug the Mini-USB cable into the device.

    Plug the other end into the appropriate USB plug to charge your device until the battery indicator shows fully charged.

    You can also charge your device from the USB port of your computer.

    Activating your service

    Follow the link emailed to you when you purchased the Globalgig hotspot device or go to www.globalgig.com/activate

    Follow the online instructions to activate your account.

    Once your account has been activated your Globalgig service should be live within 4 hours.

    Getting connected

    Power up the device by pressing the button on the right hand side.

    On your computer, tablet or smartphone search for wireless networks.

    Select the network name corresponding to your device, it will look like "GlobalgigAC30xxx", where xxx are the last three digits of your Wi-Fi MAC ID, which you will find on the box label.

    When prompted, enter the default password of "globalgig"

    Connect to your tablet, smartphone, computer or other Wi-Fi device!

  • Where can I use Globalgig?

    Currently you can use your Globalgig hotspot in the USA, the UK, Australia, Ireland, Hong Kong, Sweden and Denmark. We have plans to grow our network even further while still maintaining our low cost, simple service and, should you we’ll let you know when these countries become available. Check out the website, or join us on Facebook or Twitter for all our latest offers and updates.

• Product and Service

  • What is the help center telephone number?
    Here! Our help center details are +1 800 321 1228 or help@globalgig.com.
  • Do I need to tell you when I am going overseas?
    With Globalgig there is no need to tell us your travel plans. When you use our service in any of our countries you will automatically connect to our network.
  • Why is Globalgig not available in more countries?
    To ensure we offer you great rates and coverage we work with local networks that can provide high grade network coverage and competitive rates. As we add more countries that can offer the same great service we will extend our coverage and service to you.
  • What do you mean by the Globalgig 'network'?
    Globalgig works directly and closely with some of the biggest mobile service providers in the world. Globalgig’s mobile network services in the USA are provided on the Nationwide Sprint® Network*,ranked #1 among all national carriers by the American Customer Satisfaction Index. In the UK, Ireland, Denmark, Sweden and Hong Kong Globalgig is partnered with Three, part of the Hutchison Whampoa group, and YouGov's #1 rated for coverage, reliability and quality. Optus is Voiamo's Australian partner and is part of the Singapore Telecom group, one of Asia's largest mobile operators and ACOMM Industry Awards winner. Our data has pedigree, we know where it comes from and we can pass this assurance and confidence in our network to you. That's what we mean.
    
    *Although Sprint provides Globalgig subscribers access to its wireless network and to its wireless services, Globalgig is responsible to the Globalgig subscribers for the service. Please call Globalgig with any questions or comments about services.
  • Can I use my Globalgig hotspot when I am at home?
    Absolutely, so long as you are in one of our network countries you can use the service and your package. You might find that it is more convenient and cheaper than your regular mobile operator!
  • What happens if I go over my package allocation?
    If you go over your package allocation we will charge you an amount per megabyte (MB) of use in accordance with our Price Table. We strongly suggest that you keep track of how much you use and upgrade your package if you think that you are going to use more that your package allows, even if only during one month.
  • Can I change my package?

    Yes, you can choose to take a higher or lower level of data per month and this will take effect from the beginning of the next billing cycle. If you would like to do so please contact our help centre on +1 800 321 1228.

    For security purposes you will need to provide the following information:

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)
  • Can I have more than one Globalgig hotspot device?
    You can purchase up to 10 Globalgig hotspot devices from www.globalgig.com. If you would like more then please contact our help centre on +1 800 321 1228.

• Accounts and Billing

  • How do I change the name on the account?
    You can change the name associated with your account by contacting our help centre on +1 800 321 1228. For security purposes you will need to provide the following information:
    

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)
  • How do I cancel my contract?

    Yes you can cancel your contract subject to our terms and conditions although we will charge you for doing so.

    Please contact our help centre on +1 800 321 1228. 

    For security purposes you will need to provide the following information:

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)

    For a full list of our charges, please press here.

  • Can I suspend my service to reactivate it at a later date?
    Yes, you can suspend your monthly package from the start of your next billing cycle and restart it at a later date. You will be charged $5.00 per month for suspending your account and $0.05 per MB you may use during this period.
    
    Please contact our help centre on +1 800 321 1228. For security purposes you will need to provide the following information:
    

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)
  • Do you have a complete list of charges?
    For a complete list of charges please visit our Price Table
  • How do I pay my bill?
    When you register with us you authorise us to take money from your credit/debit card for the initial purchase price of your Globalgig devices and data packages plus any other charges associated with your account, such as your data packages or if you exceed your data limit.
  • How do I change my credit/debit card details?
    You can change the credit card details associated with your account by contacting our help centre on +1 800 321 1239.
    
    For security purposes you will need to provide the following information:
    

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)
  • How do I query my bill or a charge on it?
    You can query your bill by contacting our help centre on +1 800 321 12285 or by emailing us at help@globalgig.com from your registered email address.
    
    For security purposes you will need to provide the following information:
    

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)
  • When did my package start?
    Your package typically starts on the date when you activate your account and will reset to zero usage on the same date every month for as long as you choose to continue the service. If you chose to activate your account close to 00.00 GMT you may find that the package starts the following day.
  • When do I receive my bill?
    We will email your bill to you up to 10 days prior to your account being debited. This is one reason why we ask you for your email address when you register your account. If you do not receive your bill at this time please contact our help centre on +1 800 321 1228 or email us at help@globalgig.com from your registered email address and we will establish the reason and ensure that you do so.
  • How do I change my billing address?
    You can change the address associated to your account by contacting our help centre on +1 800 321 1239 or emailing us at help@globalgig.com.
    
    For security purposes you will need to provide the following information:
    

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)
  • Can I see my billing history?
    We are currently working on this and you will soon be able to do this. Until then please check your email history to look at previous bills we have sent you.
  • How do I find out how much of my package have I used?
    We are currently working very hard to provide you this information online. Until then please contact our help centre on 800 321 1228 or email us at help@globalgig.com.

    For security purposes you will need to provide the following information:

    Registered email address

    Billing address Zip code

    Account number or the last 6 digits of your hotspot serial number (MEID)

• Orders and Shipping

  • Do I have to pay for delivery?

    Yes and this will vary from country to country and delivery method chosen.

    Shipments currently come from our international distribution center in England. Delivery charges are:

    Standard delivery (2nd Class 3-5 days) $7.

  • What is your returns/refund policy?

    Should you wish to return your device and claim a refund you may do so within 10 days after it is delivered to you.

    The device must be returned in an ‘as new’ condition along with all its original packaging and boxed accessories and proof of purchase to Globalgig at:

    Globalgig US Inc.
    5425 Wisconsin Ave
    Suite 600
    Chevy Chase, MD 20815

    The device must not have been personalized, loaded with any data or undergone any other change.

    You will be responsible for the cost of returning your device and other items as specified in this policy and for the cost of any services activated or used at any time prior to its receipt by Globalgig.

    All of the requirements in our terms and conditions which deal with cancellation of services and returns of equipment apply to this situation.

    Subject to the terms of this policy the original purchase price will be refunded to you as soon as reasonably practicable and in any event within 30 days after the device is received by Globalgig less the value of any missing or damaged items and your other possible outstanding liabilities.

  • Can I request an alternative delivery address?

    Yes, but this is subject to the new delivery address and additional postage costs.

    Please contact our help centre on +1 800 321 1228 or email us at help@globalgig.com for further information.

    For security purposes you will need to provide the following information:

    1. Registered email address
    2. Billing address Zip code
    3. Account number or the last 6 digits of your hotspot serial number (MEID)

• Security and Privacy

  • How do I change my hotspot password?
    We strongly recommended you do this for increased security. As all Globalgig hotspots have the same password on delivery we strongly suggest you follow the below optional steps. Doing this will also allow you to change the network ID and encryption level: Make sure that you have established a connection between the computer, tablet or smartphone and the Globalgig hotspot device. Go to your internet browser and type in the address “http://192.168.1.1” At the top right hand of the screen type in “admin” into the box and then click “Login” to log in to the hotspot configuration page. Press the “Quick Setup” button when it appears on the left menu bar and follow on-screen instructions. If you change these settings you will need to reconnect to your Globalgig hotspot.
  • How do I change my hotspot configuration page password?
    Changing this password controls access to the configuration of your hotspot device, including the hotspot password. To do this, make sure that you have established a connection between the computer, tablet or smartphone and the Globalgig hotspot device. Go to your internet browser and type in the address “http://192.168.1.1” At the top right hand of the screen type in “admin” into the box and then click “Login” to log in to the hotspot configuration page. From the menu on the left choose the ‘Settings’ selection and then the ‘advanced’ option. This will bring up further options from a menu in the middle of the screen. Choose ‘Management’ and you will be asked to put in your existing password, a new one and then to verify your new password. Once you have done this you can press apply and then log out of the administrator settings. You may need to restart your hotspot devices for these setting changes to take effect.
  • How do I report a lost or stolen Globalgig hotspot?

    Contact our help center team immediately on +1 800 321 1228 or email us at sales@globalgig.com to report your lost or stolen device.

  • Will the help centre ever ask me my account password?
    The help centre will never ask for your password.
  • What is the difference between my passwords?
    We take your security very seriously and therefore provide you with 3 passwords to cover your service. The account password is the one that you create when setting up your account.  The hotspot password is the ‘network security key’ you need when connecting to your hotspot and the internet. You should need this only once as your Wi-Fi devices should remember this for you. If you want your friends and family to share your connections, this is the password you can give them. You can change this password in the configuration page. The configuration page password gives you access to your device settings, including your hotspot password and the device name.

• Troubleshooting

  • My hotspot device won’t turn on

    To turn on the hotspot you need to hold down the power button for a few seconds.

    Have you charged your device? A fully charged device will show a green light in the battery icon. A flashing green light shows that your battery is charging. A red light shows that your battery is low.

    Have you installed your battery correctly into the device as per the instructions?

    If you have completed these steps and it still does not work then please contact our help center on +1 800 321 1228 or by emailing us at sales@globalgig.com.

  • My hotspot device turns on but I have no service
    When the device is connected to a network you will see either the 2G or 3G display light up. If neither shows then there is no service available in your location.
  • How do I reset my device to the default settings
    You can reset the device to its default settings by switching on the device and clicking the on/off button 5 times
  • Do you have a complaints procedure?
    We want you to be delighted with our service and welcome any feedback you may have, good and bad. Unfortunately sometimes things do go wrong and we will do our best to fix any problems quickly and without any further disruption to you. In the first instance it is always best to contact us at via our contact page by telephone or email so that we can try and deal with your problem on the spot. If this does not happen to your level of satisfaction for whatever reason and you would like to complain, we do have a formalised procedure that you can follow through to resolution. To receive a copy of our complaints procedure, which will detail how to complain, what we will do and what you can do if you are still not satisfied, please either telephone us on + 44 (0) 33 33 01 03 05 or by email at help@globalgig.com, or by writing to the address below, remembering to quote your account number.
  • How do I get more help?

    Help is always available and please do not hesitate to contact our help centre on +1 800 321 1228 or by emailing us at help@globalgig.com.

  • Do you have a complaints procedure?
    We want you to be delighted with our service and welcome any feedback you may have, good and bad. Unfortunately sometimes things do go wrong and we will do our best to fix any problems quickly and without any further disruption to you. In the first instance it is always best to contact us here, by telephone on +1 800 321 1239 or email so that we can try and deal with your problem on the spot. If this does not happen to your level of satisfaction for whatever reason and you would like to complain, we do have a formalised procedure that you can follow through to resolution. To receive a copy of our complaints procedure, which will detail how to complain, what we will do and what you can do if you are still not satisfied, please either telephone us on +1 800 321 1239 or email us here, or by writing to the address below, remembering to quote your account number.
    
    Complaints
    Globalgig
    Highbridge
    Oxford Road
    Uxbridge
    England
    UB8 1HR
  • How do I turn my device on?
    Press and hold briefly the button on the right hand side of the Globalgig hotspot device.
  • How do I get my hotspot device to pair with my Wi-Fi device?

    1. On your computer, tablet or smartphone open up your Wireless Network Connections.

    2. Select the network name corresponding to your device.

    Your network name and password is configurable in the device interface (see configuring your device)

    Your default network name is ”GlobalgigAC30xxx, where xxx are the last three digits of your Wi-Fi MAC ID, which you will find on the box label in the battery compartment.

    3. When prompted, enter your password.

    The default password is “globalgig”.

    Your password can be changed in the device interface (see configuring your device)

    4. Connect to this device.

    It is also a good idea to set your laptop, smartphone or tablet to remember this device.