Frequently Asked Questions

All our units work by combing together several different types of internet WAN using enterprise-grade bonding routers from Peplink. The units contain powerful 4x4 MIMO antennas and several modems that allow them to connect to multiple diverse 5G and LTE-A/4G cellular networks from Verizon, T Mobile and AT&T, all at the same time. This diversity of connection types provides enhanced reliability, because if one carrier fails, the others keep working, so the connection remains seamless.

It’s not essential, but where there are onsite internet connections available, like a fiber connection, a satellite dish or venue WiFi, our equipment can add those internet sources to the bonded cellular connection. This adds more redundancy to the setup, and importantly, consolidates all the networks so they run through our routers. This means during the event, producers can rely on PopUp WiFi to manage their whole network.

Yes, you sure can, but part of the PopUp WiFi service is full management of your networks, with dedicated network engineers making sure everything is running smoothly. We recommend that you get in touch with our techs to connect the onsite internet to your PopUp WiFi network, whether by plugging the onsite ethernet cable to the WAN port on the side of the unit, or via WiFi WAN (just give the network name and password to our techs and they’ll merge this source of internet wirelessly). This approach means that all the internet sources will be running through the top-of-the-line routers inside your PopUp WiFi unit/s, so if there are any outages on any of the connections, you will experience zero failures or have any downtime when switching between internet sources.

No. The PopUp WiFi secret sauce is in our powerful 24/7 live remote management. Since 2014, we’ve been refining our turnkey product so it can be set up by anyone, regardless of their technical skill. Our network engineers use our proprietary network management software “Ground Control” to log into your unit via the internet, monitoring and managing every aspect of the network remotely. This allows them to adjust and optimize the settings on the network in real time to respond to the fluctuating needs of events and productions over IP.

Just give us a call or a text any time, 24/7. Average response times are under one minute. You’ll find the number in your Slipstream dashboard, printed on your unit and the intro email we’ll send you right before your rental.

Yes. In the very rare occasion that we are unable to provide the degree of service to enable the type and volume of internet usage listed in your quote, we will provide a full refund within 7 days. Please note that we can only provide this guarantee if your unit was set up as per instructions, and our techs have been contacted to advise of any issues. We can optimize all our networks in real time, but we can’t resolve any concerns after the fact.

Yes. We offer a Risk-Free Test Promise when our techs can’t confidently determine that our products will meet your needs. We will charge you for a single day’s rental + shipping up-front. We will ship you a unit on a date that you can visit the site and work with our techs to set up your unit and allow them to optimize your network and confirm the performance.

If the performance is sufficient, we will credit the value of the equipment rental towards the cost of your next booking when your unit is returned on time. If it is unsuccessful, we will refund the rental portion of your invoice - you cover the cost of shipping - when your unit is returned on time.

Risk-Free Tests for the cost of shipping only are solely available under the following circumstances:

1. If the production is an out-of-the-way area on the fringes of cellular reception
2. If you’re activating inside a venue where there is no cellular reception on any carrier on people’s mobile phones.
3. If you’re planning something out of the ordinary, such as an 8K stream.

We get it! There’s a lot riding on your internet performance. That’s why we don’t take any risks with our quoting - if we’re not sure it’s going to work, we won’t send you a quote without a Risk-Free Test. If we are confident the unit will work, and you would like to test, we recommend that you rent a unit for a day and put it through its paces. Standard rental fees will apply. The good news is that since 2014, our sole focus has been on the supply of ultra-reliable managed networks, so we can rely on experience and data to make educated assessments about the chances of success.

Unfortunately not. The cellular signals that our units rely on for the majority of our work do not reliably transmit through the ground. If you are planning an event that is below street level, we do have a solution called a “Can Phone Kit”. Just like the tin can phones we used to play with as children, the kits use two PopUp WiFi units connected together with an ethernet cable. One unit must sit at street level, 4’ - 10’ off the ground, somewhere it can “see” the outside world. The other unit will be set up in the space where you will be using the internet.

The Lite unit weighs 17 lb, the Beast unit weighs 32 lb, the Workhorse unit weighs 21 lb.

Yes. When you have accepted your quote, we’ll send you a booking form to complete. Just add any network name you like, with a password that is 8 characters or more, with no spaces.

Sure, you can have up to seven network names and passwords. Just click the “Add network name” button on your booking form to add extra fields.

No, you might find it simpler without a password. If your event is taking place in a venue without the potential for unrelated people to connect, just select “No Password” on your booking form.

Yes. The Lite and Workhorse models each have one LAN port for connecting hardline devices like cameras or switches. The Beast model has two LAN ports.

You sure can! You can either check your unit in (add fragile stickers), or carry the Lite or Workhorse unit on board with you.

Yes. When you complete your booking form, just list the network names and passwords in order of priority, with the highest priority network first.

Yes, just ask our friendly Solutions team for a quote.

Yes. PopUp WiFi leases include unlimited reconfigurations, so you are welcome to on-sell your PopUp WiFi service to your clients or partners. Only the leasing entity can access our Slipstream software and live support, so if you do onsell your gear, ensure someone from your own team is available during the deployment to communicate with us if needed.

Yes. Standard UPS delivery included in the service fee. If FedEx is better for you, an additional cost will be listed in your quote. Just click the “FedEx preferred” button when you complete the Quote Builder.

Yes, PopUp WiFi gear is valuable, so please provide an address where there will be someone available during business to receive your order.

Shipping to a UPS store is a great option for a more flexible collection if you’re not sure you’ll be around to sign for your delivery. The only gotcha is that it must be a proper UPS store, not an agent. Just add the delivery address you choose to your booking form and we'll ship it as directed.

If your unit is damaged or stolen, you’ll be invoiced for the insurance excess amount, listed in the Terms and Conditions on your quote. If your unit is stolen, the GPS tracker inside your unit will provide its location to try and help you find it.

Yes, just let us know which speed you would like us to limit the guest network to by either calling, texting or emailing our Support team. We will apply these limits in minutes.

Yes. Just let us know the data limit you’d like us to apply per device by emailing, texting or calling the Support team. You can choose to apply data limits to a certain network, like the guest network, while having no limitations on data usage on devices connected to your other networks.

Yes. We can add a login screen that prompts users to add their credit card information to connect to your network. You can choose to meter the network by time spent connected, or by the amount of data consumed. We will set the price and data/time limit according to your advice.