MOBILES AND PAY AS YOU GO
Can I keep my current number?
Yes, you can keep your current phone number. The transfer process will take 2-3 business days. It is important that you provide the document you used to register the number with you (NIE or Passport) and your contract/registration paperwork if you have it.
Do I need to suscribe to a monthly plan or Pay as you go package?
No, you don’t need to. You can choose a tariff where you will only pay for usage. Although we recommend for customers that want to use data and make around 3 calls a day choose one of our packages as it will be more cost effective for them.
How do prepaid plans work?
Prepaid plans are active for 30 days from the date of activation. After this period, if you have sufficient credit, the plan will activate again for another 30 days. If you do not have sufficient credit on your account then the plan will not renew and your line will revert back to normal prepay. If you wish to reactivate the plan or add a different plan you can do this through your operators website or by calling their customer service.
Do I have voicemail?
Yes. If your line is busy, callers can leave a voice message. You will receive sms notifying you of voice messages and missed calls. You may disable your voicemail by calllling.
What network do you use?
This depends on the service you have selected.
How can I control my costs?
You will receive a username and password at the time of activation, with this, you can log into the operators website and manage your account 24/7 for free. You can also change the subscription tariff, payment type, address, or just look at consumption and print invoices. To conserve the environment we do not mail paper bills.
Can I change my tariff?
You can change your tariff at any time by logging in to your operators website or by calling the customer service numbers provided.
Do I have a long-term contract?
This depends on the service you have selected. Most of our services have no Minimum contract length and you can disconnect at any time. If you would like to disconnect or park these services its best to do this before the 27th of each month to avoid further charges. Some services may have a short minimum term.
How much is Data Do I need?
The amount of data you will need is difficult to calculate as there are many factors to consider. Keep in mind that when you use applications or streaming services that have multimedia content like pictures or movies you will use more data. For normal consumption i.e. what’s app and email we recommend a minimum of 1GB. You can use this tool to calculate a ROUGH ESTIMATE of how much data you might use. Please be aware this is only a rough guide and real world usage will vary.
Please remember to turn off automatic updates on all your devices as they will use your data more quickly
What happens when I’ve used my data plan?
When you have used your data plan and not contracted a speed reduction. You may be charged at the national data rate (depending on your operator) you can keep an eye on your data using your operators app, website or calling the customer service numbers provided
Can I buy additional data?
Yes, if you use up all your allocated data you can buy extra data, prices vary operator to operator. Please contact your operators customer service for pricing
ADSL / FIBER / HOME INTERNET / 3G & 4G SERVICE
Do I need a special installation or landline for Internet at Home?
Depends on the service you choose. Normally when it comes to Fiber or ADSL you will require a landline or telephone connection at your home. If you choose a 3G/4G service you will not need it
If I do not have LANDLINE, can I get one or do I have to contact Telefonica / Movistar?
We can apply for a landline at your home or your business.
How long before the service is active?
Under normal circumstances, 2 to 10 working days. Please be aware that on very rare occasions it can be up to 21 days until the full service is active.
I have ordered in many occasion ADSL but had poor coverage, is there any other solution?
Yes, due the fact that many of our customers are living in areas where conventional landlines and broadband technologies, like ADSL or Fiber are not available, we are working with other technologies, such as 3G, 4G and LTE networks, that are the only available solution for those customers.
Do I require a special equipment for 3G / 4G and LTE services?
Yes, on these products normally you will require a router or mobile hotspot device in order to access the service. Some of our products offer equipment in renting. Please ask your sales representative which products require renting and on which ones you can use your own equipment.
Are all of your Solutions suitable for unlimited download?
No, Some of our 3G/4G products are restricted to a certain amount of Internet download/upload. However we have products that are unlimited. Please enquire your sales representative in order to get the product most suitable for your needs.
What is the minimum contract length?
Please check with your sales representative, as conditions can vary. Most of our plans do not have a minimum contract length. However activation and deactivation fees may apply.
How will I be billed?
You will be billed monthly through your Spanish bank account. Although there are some services that have te option to be billed trough a credit/debbit card. Please be aware that the activation and deactivation charges, if applicable, will be included in your first and the final invoice respectively.