Frequent questions

That is normal and nothing is hidden: the first bill covers the odd days from activation until the month closed, plus the following full month. From the second one on, they are all the same.

All amounts include IGIC, just like on the website. If it still does not add up, send us the invoice number and we will go through it with you line by line.

We do not cut you off overnight and we do not add surprise charges. When the bank returns a payment we let you know and sort it out with you.

• Check with your bank that the account accepts direct debits.
• Do not pay it on your own without telling us: it can end up charged twice.
• We send you a link to pay it, or tell you how to pay it by bank transfer.

That only the applicable part of the period is charged. If a service starts or ends mid-month, you only pay for the days that were yours.

That is normal and not a mistake. The billing cycle closes after the cancellation date, so the last bill picks up what was used up to that day. If you see anything dated after your cancellation, tell us: that would need looking at.

Send us the date and the item and we will look at it with you. Before thinking about fraud, it is usually a special-rate number, something done abroad, or a device that was left downloading. And if it did turn out to be fraud, we help you with that too.

Not all of them. Special-rate numbers, premium numbers and some international destinations are separate, and that is true of any operator. If you are going to call one particular place a lot, ask us first and we will tell you plainly.

Check it on your own line. Your mobile's counter is a rough guide, but it counts from different dates, so it almost never matches ours exactly — and the one that counts for the bill is ours.

It is use that is not covered by what you pay each month. Check it before you spend it, not after. If you are getting close to the limit, we would rather warn you than bill you.

That the price you see is the price you pay. In the Canaries the tax is IGIC, not peninsular VAT, and it is inside the figure we publish. There is no surprise at the end.

Yes. Ask us and we will give it to you. It is your money and your usage.

Tell us and we will review it. Send the bill, the item that does not add up and the amount. If we got it wrong, we fix it and pay it back; you are not going to have to chase us three times.

No, and it is not that we would rather not: it does not apply here. The Canaries sit outside the European VAT area and the tax we charge is IGIC, which is not VAT. So a VIES check changes nothing about what your invoice says, even with a valid number from another country. There is no exemption and no reverse charge.