FREQUENTLY ASKED QUESTIONS
Donkey is a small portable, mobile Wi-Fi hotspot (also know as: Mi-Fi / mobile hotspot) that fits in your pocket and allows you to connect your devices to the web while traveling in South Africa.
It is very easy to use. Switch on the Donkey and simply select “Donkey0000” under the Wi-Fi settings section on the device you want to connect, enter the Donkey password printed on the paperwork supplied with your Donkey and click connect. Now you have access to the web.
Any smartphone, tablet, phablet or PC regardless of make.
Up to 10 devices at a time.
Yes, absolutely. Your device connects to Donkey via its Wi-Fi connection so you do not need to replace your existing SIM card to get access to the web.
Typically high speed 4G and 3G service is provided in all built up areas and along / near most motorways in South Africa. Slightly slower speeds can be expected in more rural areas.
Yes, Donkey gives you an internet connection which allows VoIP calls such as Skype, Viber, GoogleVoice. Donkey does not however enable regular voice calls via your cellular network.
Yes, you can use your phone on your own carrier’s local voice and SMS services when connected to Donkey.
No, not currently, but watch this space as we grow our service offering.
Yes, if you want you can also rent a power bank at an additional fee in order to give you the ability to power your Donkey if you need it for more than 6 hours on the go.
You do not have to do anything. We RICA all our devices so you do not have to worry about this at all. PS if you don’t know what RICA is, it is legislation applicable only in South Africa that requires the owner of every SIM card to be identifiable.
Yes, you are more than welcome to do so as long as you do it at least 7 days before you arrive in South Africa. Just contact us via email at bookings@donkey.co.za
Yes, you are more than welcome to do so either before you arrive in South Africa or while you are here. Just contact us via email at bookings@donkey.co.za
Our rates are based in South African Rands (R). We do provide an indication of the equivalent value in several leading global currency’s but you will be billed the equivalent value (of the Rand based amount) in your banks local currency. The final value will be determined by the applicable inter-bank currency exchange rate.
We accept major credit cards (Visa, Mastercard).
Yes, we use a reputable and highly secure third party payment gateway provider called DPO PayGate and none of your card details are stored.
We use DPO PayGate who are a PCI DSS Level 1 Certified Payment Gateway provider.
As soon as you place and confirm your order we will process the transaction in full.
Yes, the amount you pay is inclusive of VAT.
Yes, we email a VAT invoice to you upon successful completion of the booking transaction.
The parcel you will receive includes the following items: a handy Donkey travel pouch inside which will be your Donkey (mobile Wi-Fi / mobile hotspot / Mi-Fi) device, AC adapter, USB cable and user manual. We also include a protective envelope with a prepaid and pre-completed return waybill stuck on it for you to return your Donkey to us in. If you ordered the optional additional power bank it, along with a short charging cable, will also be included in the travel pouch.
Dimensions: 12.8cm x 9.68cm x 0.58cm (W x H x D)
Weight: 73g
Mobile Bands supported: 4G LTE FDD Band 1/3/7/8/20 (800/900/1800/2100/2600MHz)
3G UMTS: Quad-band 850/900/19002100MHz
GSM: Quad-band 850/900/1800/1900MHz
Up/Download Speed:
LTE Cat4 150/50 Mbps
UMTS 42.2/5,76 Mbps
EDGE 296/177 Kbps
Wi-Fi network:
802.11 b/g/n, 2.4GHz
Battery:
1500 mAh, 4G up to 6 hours working time
Standby time up to 300 hours
Other:
Support up to 10 wireless users simultaneously
Micro-USB charging port
Dimensions: 10.6cm x 3.6cm x 1.2cm (W x H x D)
Battery: 2500mAh
Micro-USB charging cable
You give us your arrival date and the address where you are staying on your first night in South Africa and we will make sure your Donkey is waiting there for you when you arrive.
We will deliver your Donkey to the address (hotel, lodge, bed and breakfast, game reserve or home) where you will be spending your first night in South Africa.
Typically at least 7 days, to give us enough time to make sure your device is ready and waiting for you when you arrive.
If details in your shipping address prevent your device from being delivered, you will be contacted by the delivery service provider. Any redelivery costs will be charged back to you. If you request a change to the delivery address after we’ve already shipped your Donkey, there will be a penalty fee charged to you.
You will receive your Donkey with a padded envelope and prepaid, return shipping sleeve. So before you leave South Africa all you need to do is put your Donkey into the padded envelope and put the padded envelop into the shipping sleeve and close it. Then you locate the nearest Aramex Store-to-Door Drop Box via their website and when you get to the Drop Box you simply drop the sleeve into the Drop Box and enjoy your flight back home.
Please follow this link to find the Aramex Store-to-Door Drop Box location nearest to you: https://aramex.co.za/store-to-door
You can ship the device back to the following address: 24 Kendal, Road, Eversdal, Durbanville, Cape Town, South Africa, 7550. Please do not use normal postal services as the device may get damaged or stolen in which case we will charge you for the full cost of replacing the device. We recommend you only use a global shipping provider like DHL, UPS or FedEx.
You are solely responsible for the safe and timely return of your Donkey. If you have not used our preferred return shipping provider (Aramex Store-to-Door Drop Box) and the device does not reach us we will charge you for the full cost of replacing the device.
You get 2GB of data, per day, loaded at midnight for every day of your rental period.
Anything you choose: apps, email, navigation, data calls etc.
Your Donkey will not be able to connect you to the internet until the next day starts.
Yes it definitely is more than enough data. Understandably it won’t allow you to stream hours of online movies, but you have ample data to do all the rest
Please make sure your Donkey is fully charged, press the on button for a couple of seconds, if it still does not turn on please contact us via WhatsApp on +27 (0)67 403 4172.
Switch on your Donkey, open the Wi-Fi settings on the device you want to connect with, select the “Donkey0000” device and enter the password provided on the documentation you received with your Donkey
Once you have connected to your Donkey it will automatically connect to our local service providers network. You do not need to connect it to the web. Note: Once you have switched on you Donkey you will have to wait at least 45 seconds for it to connect to our local network provider.
Please contact us via WhatsApp on +27 (0)67 403 4172 or via email at support@donkey.co.za.
You are solely responsible for the safe and timely return of your Donkey. If you have not used our preferred return shipping provider (Aramex Store-to-Door Drop Box) and the device does not reach us we will charge you for the full cost of replacing the device.
Please follow this link for our Rental Agreement Terms and Conditions