Help

We install fibre across much of Tenerife, with our own installation from A to Z. Whether it reaches you at home depends on the exact address: check the coverage page on our website, or write to us on WhatsApp and we will check it with you.

Depending on the plan, up to 300, 600 or 1,000 Mb symmetric: the same upload and download speed. That is the maximum speed over a cable; over WiFi, and depending on the device and the installation, the actual speed may be lower. Real fibre all the way to your home, without ADSL or copper along the way.

On several factors: the distance to the node, the internal layout of your house, interference, the equipment you use, and above all, the WiFi connection (via WiFi you can lose an average of 50% speed compared to cable) and the congestion of the service you are connecting to. To get the most out of it, use a cable to connect the devices that need the most speed.

Yes, you don't have to pay anything for it: we provide you with a WiFi 6 router on loan, included in the service.

Everything: a WiFi 6 router, configuration, wiring, accessories, and the travel and installation by one of our technicians. Standard installation is free; if yours needs more, we tell you first and agree it with you. If you cancel your fibre before your minimum term ends, the installation is charged.

Yes, the line fee is included in the service price.

Yes, it includes a landline (optional) at no extra cost, with unlimited calls to national landlines and 60 minutes to mobiles. Once those 60 minutes are up, calls to mobiles are billed as on the current price list.

Yes, your landline number will stay the same.

Yes: 12 months if you take the fibre on its own, and 3 months if you take it in a pack with mobile. The term covers the installation cost; after it, the service continues month to month and you can cancel whenever you want.

Don Rayo uses our network partner's network, an operator with its own mobile network, with 4G and 5G. To find out how it reaches your area, write to us on WhatsApp and we'll look at it with you.

You don't lose connection: your speed is reduced to 128 Kbps until the end of the month, at no extra cost, so you can keep using messaging and emergencies. If you need more speed, you can add an extra data pass (500 MB, 1, 3, 5 or 10 GB) at any time.

Unlimited calls are for personal use. The fair use limit is 120 different destinations in the same month and 3.000 minutes of traffic. Once this limit is exceeded, or in case of non-personal use (switchboards, SIMBOX, etc.), the standard rate applies, as on the current price list.

Only for usage subject to the standard rate, as on the current price list. National calls for personal use are unlimited.

No. None of our mobile plans have a minimum commitment period: you can pause or cancel whenever you want, and change your plan every 30 days.

Practically not. The change is made in the early hours of the morning (between 02:00 and 06:00), so the downtime is very brief and at night.

The most common reasons are: incorrect account holder details, the applicant not being the line holder, unpaid bills with the previous operator, or the line already being cancelled. Message us on WhatsApp and we'll check it with you.

Your number is active with us within at most 2 working days of signing.

The PIN is the code you enter every time you turn on the phone to unlock the SIM. If you enter it wrong 3 times, the SIM locks and it will ask for the PUK to unlock it. You'll find both on your SIM card holder, or we can provide them if you need them.

Yes. The SIM adapts to all three formats—Mini-SIM, Micro-SIM, and Nano-SIM—so it is valid for any mobile phone.

Yes, our plans allow sharing data (tethering) and using VoIP. On Android: Settings > Connections (or Network & Internet) > Mobile Hotspot and Tethering > turn on WiFi Hotspot. On iPhone: Settings > Personal Hotspot > turn on Allow Others to Join.

No, at the moment our gigabytes do not roll over. Every month you start with your full gigabytes.

Yes. If you run out of gigabytes, you can add an extra data pass (500 MB, 1, 3, 5 or 10 GB) and keep browsing at full speed.

Voicemail allows you to receive messages when you can't answer a call. To activate or deactivate it, message us on WhatsApp and we'll set it up with you, or check your device's short codes guide.

From your mobile's keypad: to activate it, dial *43# and call; to deactivate it, dial #43#; to check the status, dial *#43#.

From your mobile's keypad: to activate it, dial *67*forwarding number# and call; to deactivate it, dial #67#; to check the status, dial *#67#.

Today the lines you take with us come with a physical SIM: we give you the card, and we do not offer the eSIM for your line yet.

The eSIM for your line has no activation or usage cost, but we do not offer it yet: today the lines you take with us come with a physical SIM.

Those of the eSIM for your line, once we offer it: immediate activation without waiting to receive a physical SIM, greater security and durability (it cannot be removed or damaged), and less environmental impact by not using plastic.

No. The eSIM for your line is not compatible with the Apple Watch, and we do not offer it yet: today your line comes with a physical SIM.

Yes! Don Rayo's mobile service provides you with VoLTE (voice over the 4G network).

High-definition voice, faster call connection, greater stability, the ability to browse and talk at the same time, better battery usage, and wider coverage.

No, VoLTE is already active by default on compatible Don Rayo lines.

All devices manufactured from 2022 onwards and updated to the latest version of their operating system.

No, it's a completely free upgrade, with no extra cost.

You can use your plan with no roaming charges in the European Union and the European Economic Area (Iceland, Liechtenstein, and Norway) and in Ukraine, just like in Spain, under the roam-like-at-home rule. For all other countries, please check the rates in our roaming rates document: /legal/pdf/tarifas-roaming

You have all the roaming rates detailed in our rates document: /legal/pdf/tarifas-roaming

Roaming is using your mobile when you are physically in another country (you are still connected with your Don Rayo line abroad). International calls are the ones you make from Spain to a number in another country.

In the United States you can make and receive calls, send SMS and use data. It is in roaming Zona 2; the prices for each zone are on the current price list.

Data roaming allows you to use mobile internet when you are outside Spain. To activate it: on Android go to Settings > Connections (or Network & Internet) > Mobile networks and turn on Data roaming. On iPhone go to Settings > Mobile Data > Options > turn on Data Roaming.