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Frequently Asked Questions
- How many days are included in a 3-day rental?
- Do I have to place my order online?
- How can I be sure that my Internet Kit will arrive on time?
- Will your service work with a PC or a MAC?
- The Router offers both Wireless (WiFi) and hard-wired connection options, but which is better?
- TSI offers both 3G and 4G Internet Kits. How fast are the connection speeds? What types of applications can I run with each kit?
- How many computers can be online at the same time?
- Can I connect other devices like a switch or a network printer?
- Is there any programming required?
- How do I return the Internet Kit after my trade show?
- What is your cancellation policy?
- How do I know your service will work inside our venue? Is your service guaranteed?
- How do I file a claim if the equipment malfunctions?
- What happens if I accidentally damage or lose the equipment?
- How did there come to be an "exclusive" Internet service provider at my venue and how does this affect me?
- What if the in-house Internet provider or the venue asks me to turn off my Internet Kit by claiming that it interferes with their wireless (WiFi) network?
Q: How many days are included in a 3-day rental?
A: You get 3 full days, plus a partial day for shipping/testing before your trade show and a partial day for return shipping immediately following your trade show.
Q: Do I have to place my order online?
A: We offer 3 easy ways to order:
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Q: How can I be sure that my Internet Kit will arrive on time?
A: When you place your order, you specify the Rental Dates of your equipment. Your FedEx shipment will arrive at your hotel or office 1 business day prior to your event. We include your email address on the FedEx tracking. As soon as your equipment ships from our San Francisco office, you’ll receive an email notification from FedEx with your tracking number. You’ll also receive a FedEx email notification when your shipment is delivered, along with updates if there are any delays during transport. Please keep in mind that we do not ship to the trade show floor or your booth since these shipments tend to get lost/misplaced.
Q: Will your service work with a PC or a MAC?
A: Yes, the Internet Kit works with both. It also works with Apple iPads, WiFi-enabled smart phones, and many other devices. There is no software to install and you don't need to put the USB modem into your computer. Simply insert the USB modem into the Router we provide. Then, connect your computer to the Router using the provided Cat5 Network Cable. Or, you can connect to the Router via WiFi using your computer's wireless network connection manager.
Q: The Router offers both Wireless (WiFi) and hard-wired connection options, but which is better?
A: Our CradlePoint Router offers both wireless (WiFi) and hard-wired connection options to provide Internet connectivity to your computers. While WiFi is often more convenient than running wires, you should keep in mind that at many trade shows there could be competition for (and thus interference on) the FCC’s unlicensed public wireless spectrum (2.4 GHz). We’ve seen WiFi speeds equal to or slightly slower than hard-wired connection speeds. To play it safe and avoid dropped WiFi connections, we advise customers to plan for a hard-wired configuration between our Router and their computers. 1 standard Cat5 Ethernet Cable (5 feet long) is included with every Internet Kit. You can rent additional cables from us for each Router or you may bring your own. Please make sure you take into account the planned distance between our Router and your computers by selecting appropriate cable lengths. For your convenience, we rent 5-foot, 25-foot, and 50-foot cables.
Q: TSI offers both 3G and 4G Internet Kits. How fast are the connection speeds? What types of applications can I run with each kit?
A: Our 3G Internet Kit uses Verizon's 3G EVDO network. If you have ever used a broadband card/modem then you probably already have a good idea of the speeds you can expect. In general, you can expect speeds from 0.5 to 1.4 Mbps down, and 250 to 800 Kbps up. Various factors can affect your wireless signal strength, so we include an external antenna to help ensure a high quality signal regardless of the environment. Our 3G Internet Kit is perfect for checking email, surfing the web, operating web-based software demos, and casual video streaming.
Our 4G Internet Kit uses Verizon’s 4G LTE network. When in a 4G coverage area, you can expect speeds from 2 to 15 Mbps down, and 1 to 5 Mbps up. The Verizon 4G USB modem will seek out a 4G signal first, and if no 4G signal is available, it will try to connect to the 3G network. Various factors can affect your wireless signal strength, so we include a special antenna to help ensure a high quality signal regardless of the environment. Our 4G Internet Kit is perfect for checking email, surfing the web, operating web-based software demos, continuous video streaming, VoIP, and higher bandwidth uploading/downloading of large files. 4G is currently available in certain cities, so please check with us before ordering.
Please note that operating a VPN is not recommended with either Internet Kit due to the way Verizon assigns a dynamic public IP address each time the modem connects to the network.
Q: How many computers can be online at the same time?
A: You can connect up to 4 computers to our Router by using standard Cat5 Network Cables. (We include one 5-foot network cable with each Internet Kit. You can rent additional cables.)
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You can use the router's wireless (WiFi) network to connect up to 4 users wirelessly. Technically, 64 wireless users is the maximum. However, it's important to keep in mind that since the router performs load balancing, each additional user will receive a portion of the available bandwidth. The more users you add to your network, the more the bandwidth gets apportioned to each additional user. Based on our testing, for optimal results, we recommend you connect no more than 4 computers to each Internet Kit. If you have more than 4 computers, we suggest renting an additional Internet Kit.
Q: Can I connect other devices like a switch or a network printer?
A: Yes. You can connect any IP-enabled device to the CradlePoint MBR1000 router (including a switch, hub, network printer, iPad, WiFi picture frame, Xbox, etc.). Please refer to the previous note on the router's load balancing and bandwidth apportioning functions to understand how network bandwidth is shared amongst connected devices.
Q: Is there any programming required?
A: No. The Internet Kit we supply is pre-configured to be "plug and play" for you. Simply plug in the power cord to the CradlePoint Router, then connect your computer(s) using a Cat5 Network Cable, and you're online! You can also take advantage of the wireless (WiFi) connection option. We include a simple Quick Start Guide with each Internet Kit to help you set up a wired or wireless connection.
For the techies, each router is configured to automatically provide DHCP addresses (dynamic IP addresses).
To confirm whether you are setup for DHCP or Static IP addressing on a Windows PC, go to:
Start > Connect To >Show All Connections
Right click on Local Area Connection and select Properties
Select Internet Protocol (TCP/IP) > Properties > Obtain an IP address automatically
Make sure "Obtain DNS server address automatically" is also selected
Q: How do I return the Internet Kit after my trade show?
A: The Internet Kit is expected to be returned directly to FedEx the next business day following your trade show using the prepaid FedEx shipping label provided in your kit. If you have misplaced your prepaid shipping label, simply contact us for a replacement. Most convention centers have a FedEx Kinko’s retail store inside the building. To schedule a FedEx pickup or locate your nearest FedEx location, call FedEx at (800) 463-3339 or visit www.fedex.com/Dropoff/start?cc=us. Although many hotels offer FedEx pick-up services, we no longer recommend this option as equipment returns have been delayed/lost with this method.
Please keep in mind that additional rental days will be billed for return shipments not scanned by FedEx on the next business day following your trade show.
Q: What is your cancellation policy?
A: We will provide an 80% refund of the total purchase price for orders cancelled at least 2 weeks prior to your Preferred Delivery Date. No refunds will be issued for any other cancellations except as described in our Terms of Use and Rental Agreement.
Q: How do I know your service will work inside our venue? Is your service guaranteed?
A: Connection speeds vary depending on many different factors. We keep a proprietary and detailed Approved Venues List of hotels, convention centers, and other venues where our Internet Kits have been used. We review all orders and will advise you in advance of the cellular Internet connectivity situation at your venue.
If you rent our Internet Kit at a venue listed on our Approved Venues List and are not fully satisfied, we'll offer you our 100% money back guarantee. Each Internet Kit is quality control tested before and after every rental to ensure each customer has the best possible experience. We understand that on rare occasions issues do arise that could negatively impact your experience with our product. Simply call our customer support number (866) 385-1504 x2 during your trade show if you are having a problem and we will do our best to resolve it. If we are unable to resolve your problem to your satisfaction, and you desire a refund, you must state your refund request with us during your trade show, cease using the equipment, and return your Internet Kit to us at your earliest opportunity. No refunds will be issued for claims made after the conclusion of your event.
Q: How do I file a claim if the equipment malfunctions?
A: Should the equipment malfunction, you must file a claim with us immediately via email (support@tradeshowinternet.com) or phone (866) 385-1504 x2. We will undertake every effort to immediately troubleshoot or replace your damaged/non-working equipment. We reserve the right to test the equipment and review your usage data to verify your claim. We do not refund shipping charges.
Q: What happens if I accidentally damage or lose the equipment?
A: Trade Show Internet's business is based upon each customer renting reliable equipment and returning it in the same great condition in which it was received. If our equipment is damaged, lost, or stolen, Trade Show Internet will charge you the full replacement cost of the equipment, up to $1000 per Internet Kit. If the damage occurred during shipping, you must contact us immediately so we can promptly replace the damaged equipment. Please see our Replacement Parts Price List for more information.
Q: How did there come to be an "exclusive" Internet service provider at my venue and how does this affect me?
A: The "exclusive" control over the Internet in each venue pertains to the facility's in-house wiring and switching equipment. It's important to distinguish that this is not a categorical exclusivity, but rather one designed to keep the wiring and service delivery organized and efficient. In fact, under The Telecommunications Act of 1996, the Federal Communications Commission (FCC) prohibits exclusive contracts between telecommunications common carriers and building owners (47 CFR § 64.2500).
Specifically, the FCC prohibits Internet exclusivity rules which prevent consumers from operating wireless devices in hotels, conference and convention centers (FCC Public Notice DA 04-1844). It is perfectly legal for exhibitors and show organizers to operate TSI’s Internet Kit and any other wireless devices that meet FCC 47 CFR 15 requirements. For more information on the relevant consumer protection laws please review our Consumer Bill of Rights.
Q: What if the in-house Internet provider or the venue asks me to turn off my Internet Kit by claiming that it interferes with their wireless (WiFi) network?
A: Some hotels and convention centers place illegal restrictions on the use of wireless Internet equipment to preserve the integrity of their own wireless networks, their monopoly positions, and their exorbitant pricing. A common business strategy in the industry involves taking advantage of consumers by exploiting the informational asymmetry that exists regarding telecommunications laws. Many venues assume that exhibitors with only a few trade shows per year will lack the motivation or the knowledge required to challenge their illegal WiFi restrictions and take advantage of cost-effective alternatives.
With the knowledge below, you’ll have an informed response to anyone who challenges your federally protected right as a leaseholder to operate a wireless (WiFi) network inside their venue.
The FCC created the 2.4 GHz unlicensed spectrum band for wireless (WiFi) use by the public (also referred to as 802.11). Your venue and their in-house Internet service provider have no legal right to regulate, control, or prevent others from broadcasting on the 2.4 GHz wireless spectrum band (or any other unlicensed wireless frequency within their airspace). The wireless equipment your venue uses to operate the facility’s wireless (WiFi) network on the 2.4 GHz spectrum, like TSI’s equipment, is regulated by the FCC and bound by 47 CFR 15 rules. By law, all wireless equipment operating on this spectrum must accept interference from other wireless transmitters and satisfy power emission and radiation standards. The mere fact that your venue operates a WiFi network utilizing the 2.4 GHz unlicensed wireless spectrum in no way creates any ownership rights to this public spectrum, nor any superordinate right to operate on the spectrum, nor does it confer authority from the FCC to the venue to mitigate radio frequency interference issues created by the use of competing wireless equipment.
Further, as an exhibitor or show organizer, you are a commercial leaseholder pursuant to state property laws. As a leaseholder, the FCC provides special legal protections under OTARD rules which allow you to operate a wireless network within your leased space.
For more information on the relevant consumer protection laws please review our Consumer Bill of Rights.
