Frequent questions

A message or a call is enough: nobody here is going to keep you on hold to hold on to you. We confirm the cancellation in writing, with its date.

• In Spain, once it is properly requested, a cancellation is processed within a maximum of two working days.
• A final bill may arrive afterwards: it covers what you used up to the cancellation date.
• The router belongs to Don Rayo and is lent to you for as long as the service lasts; you send it back free with a Correos code. It is only charged if it has not come back within 30 days.

No. Porting ends the service tied to the number you take with you; the rest — other lines, the fibre or the TV — carries on until you cancel each one.

Tell us what you want to take and we will tell you exactly what stays active and what closes, so there are no surprises on the next bill.

It is moving operator and keeping the number you already have. You ask us, and we handle it with the operator you are leaving; you do not have to ring anybody or explain yourself.

Not long, and this is what we promise: your number is live with us within a maximum of 2 working days from signing.

There is a short window while the number moves between networks. Usually you will not even notice. If you are without a line for longer than expected, message us and we will look at it right away.

Put in the SIM we give you when we tell you, restart the phone if it does not pick up on its own, and check three things: that you can call, that texts arrive and that you have data. If any of those fails, tell us that same day.

It is the moment the line actually starts working on the network. Having the SIM in your hand or the router at home is not yet that. And an address coming up as «serviceable» means it can be installed, not that it already is.

We tell you. Between an address being serviceable and there being fibre run to your home there can be a residents' association, a permit or a duct. We are not going to give you a date we cannot keep.

It is the minimum time you commit to staying, usually in exchange for something — an installation, equipment or a price. Ours is in the minimum-term table in «Right of withdrawal» and in your contract, and we do not work it out from some other plan. Changing plan does not restart it: a new minimum term would only begin if you expressly accept a new commitment, and we would tell you first how long it lasts and what leaving it early would cost.

The router belongs to Don Rayo and is lent to you for as long as the service lasts; when you cancel you send it back free with a Correos code. The same goes for the ONT and the set-top box. A SIM is not treated the same way. Only if they have not come back within 30 days of the cancellation is what is missing charged, at the amount in the table in «Cancellations, returns and refunds».

In certain circumstances that right does exist, and it depends on the kind of change. If we ever send you a notice like that, it will say plainly what is changing, from when, and what you can do. Not buried in a footnote.

A fixed amount, and that is the part that surprises people: it is the same in the first month as in the last. It is not spread over the months you have left and no discount is recalculated, so leaving in the last month of the term costs the same as leaving in month two. It is the installation charge, with its IGIC included.