ADSL Installation or change of supplier
We aim to take the hassle out of ordering internet for you. For a one off arrangement fee of 95€, we will:
- Check the coverage and availability of lines from different suppliers
- Give advice on which option will best suit your needs
- We will collate all the necessary documentation and send it to the operator
- Place the order with the supplier and check the status of the order
- Co-ordinate with the technicians and owner to arrange the installation
ADSL AFTER SERVICE
Sometimes there are problems with the telephone and internet lines and the service just doesn’t work. Then the only solution is to contact the internet provider’s customer service. Customer services are mostly in Spanish but for example, Movistar provides limited service also in English and in German among other languages.
If you require ongoing service after installation you can take advantage of one of our membership packages especially if you are not fluent in Spanish or just feel more comfortable letting us handle any problems for you? One of our friendly staff will converse with the call centres which are generally based in South America to get you the Best attention.
Monthly service charge – 5.50 €/month
Pay-as-You-Go Support – 50€ deposit
Not sure you will need or use the service? Why not take advantage of our Pay and go package. Simply open up your account and you will be charged a reduced hourly rate to resolve your issue. Please Contact us for the full list of labour rates that we offer.
If you feel you don’t need our help please pay particular attention to the following information.
Customer service and support
In the event that you have not arranged any kind of contractual cover with us as outlined above, then if you request our assistance requiring us to make telephone calls or other administrational work. Or if you ask us to attend your property to effect repairs or installations, you will be charged a) A minimum callout fee (where attendance is required) b) Travelling expenses and c) An hourly rate for the time used by our staff to address your issue for you.
Our full list of rates can be obtained by contacting us
Movistar and other operators usually fix problems 24-48 hours after the claim report. Sometimes this could take even longer.
In case you want to order additional services, make a complaint of your slow internet connection or terminate your contract with your provider you have to call the customer service.
In Spain you can basically order internet access by just walking into any office or dealer shop or make a contract on a website but when there are problems, and usually at some point there are, the only solution is to call customer service of your internet connection provider.
Although you would visit the very same shop you bought the connection from, they probably won’t be able to help you. They only provide the customer service number and wish you a good luck and this, unfortunately, is how “after-sales” is conducted in most cases.
Customer services are mostly in Spanish but for example, Movistar provides service also in English and in German among other languages.
When calling customer service it is a good idea to gather up all the information concerning the service contracted for example:
- telephone number of the line
- subscription information
- name or address
- NIE / NIF / passport number
- bank account number
Customer service: 1565 (free when calling from landline or Jazztel mobile) or 902 946 946 (charged when calling from other mobiles)
Monday to Friday, 8am to 12pm and Saturday 9am to 9pm.
Technical support: Monday to Sunday 07am to lam Fax: 911 513 881 or 900 807 025 Www: www.iazztel.es
Customer service: 1004 (free when calling from any landline or mobile, open 24/7) Technical support: 1002 Companies: 900 10 10 10 Www: www.movistar.es
Information about your Movistar line: 900 502 010
Customer service and technical support: 902 929 000 and 902 500 060 Www: www.ono.es
Customer service: 900 901 300 (free when calling from any landline or from Orange mobile) Customer service: 902 012 220
Customer service in English, French and German: 695 911 900 / 902 011 900.
Time: Mon to Sat from 9:00 to 22:00 Price: 0,15c /call (call setup fee) 0,48 € / min Www: www.orange.es
Customer service: 123 (free when calling from Vodafone mobile) or 607 123 000 (charged when calling from other mobiles)
Technical support: 22155
Companies: 122 (free when calling from Vodafone mobile)
Delivery process and timescales for installation of ADSL broadband
Delivery time is an average of 2-4 weeks. Sometimes the providers are able to deliver the service faster. In case of Movistar the delivery time could be as fast as a few days but when broadband access has been ordered by another provider than Movistar, the delivery time is usually few weeks.
The delivery and installation is in two stages:
Movistar will install the telephone line if there is no line already available. After this is done the internet provider will activate the broadband line and send the modem-router to the address of the installation.
The equipment is usually supplied via the courier service (SEUR, Celeris, etc.) and it is delivered personally to the subscriber. If you are absent from the property you may wish to have your router delivered to our offices from where you can collect it at a convenient time
Broadband modems and hardware
Broadband modems are usually supplied free of charge by the broadband provider and are usually wireless models.