Frequent questions

First, look at the lights on the router. If the fibre light is red or off, the problem is outside your home: that one is ours, and there is nothing else for you to touch.

• Turn the router off, wait a full minute and switch it back on.
• Try a device with a network cable: if it works wired but not over WiFi, it is the WiFi and we can tune it remotely.
• Ask a neighbour: if theirs is down too, it may be a fault in the area; write to us and we will tell you whether we already have it open.

Our maximum contractual repair time is 7 working days, although faults are normally resolved much sooner.

Almost never. The speed you pay for arrives at the router; from there on it is WiFi that decides, and WiFi loses strength with walls, distance and every device connected at once.

• Measure with a network cable and a single device: that number is the real one.
• To measure over WiFi, stay near the router and use the 5 GHz network.
• If it is also low with a cable, then it is on us: write to us and we will check it.

Fibre carries your data as light down a very thin strand, and in your case it reaches inside the home, not a box out in the street. That is why it holds up when the whole family is online at once, and why your upload is as fast as your download.

No, and this is the mix-up behind more problems than any other. The internet is the line coming into your home. Wi-Fi is how your devices talk to the router without a cable. Your fibre can be perfect and the back bedroom still be bad: that is Wi-Fi, not the line.

The ONT is the small box that turns the light coming down the fibre into something the router understands. The router shares that connection around the house, by cable and by Wi-Fi. Sometimes they are two boxes and sometimes one; neither way is better than the other.

It is the point on the wall where the fibre ends inside your home. A thin cable runs from there to the ONT. If anyone ever says «check the fibre socket», that is the one.

Better not. Fibre is a strand of glass: a tight bend, a tug or catching it under furniture can leave you with no signal. If you have to move it, give it wide curves and never force it.

As close to the centre of the home as you can, up high, out in the open with air around it. Inside a cupboard, behind the television or on the floor behind a washing machine is where it does worst. We know it is not the prettiest thing you own: even so, hide it as little as you can.

Because the signal wears out as it goes through things. Concrete, metal, mirrors and floors eat it. Two metres can change everything. Before you think about a fault, try it in the living room, next to the router.

2.4 goes further and gets through walls better, but it is slower and more crowded. 5 is faster and cleaner, but tires sooner going through walls. That is why the same house can be better on one network than the other depending on the room.

Because a cable shares the air with nobody. Wi-Fi competes with your neighbours, with the microwave and with distance. If you want to know how your line really is, measure it over a cable.

Sometimes yes, sometimes no. An extender repeats what reaches it: if what reaches it is bad, it repeats bad. A mesh system usually spreads things better, but its points also need a good link between them. If you are thinking of spending money on this, message us on WhatsApp first and we will look at it together: it may just be a matter of moving the router.

Yes, we help with repeaters, mesh networks or access points so the Wi-Fi reaches the whole house. We look at it with you depending on the house: write to us on WhatsApp at 722 321 457, at hola@donrayo.es, or talk to your Advisor.

No. One lets you join the network, the other lets you into the box's settings. They are two different keys and they should stay that way.

On the sticker on the router. It shows the Wi-Fi network name and its password, and also the user name and password to log in to the router, in case you want to change the Wi-Fi name or password.

The most modern one your devices accept — today that is WPA2 or WPA3 — and a long password. Your home network should never be open. If you do not know what yours is set to, tell us and we will look.

It is how long a piece of data takes to go and come back. It is measured in milliseconds and it is what actually matters on video calls and in online gaming. For gaming, a steady line is worth more than a line with lots of megas.

Less than you would think for one screen, and quite a lot more if there are several going at once in high quality. Each platform publishes its own figures and changes them. Tell us how many screens and what for, and we will tell you which line is more than enough and which falls short — without selling you a bigger one.

Yes, but the contract is not handed over: the contract of the person leaving the fibre ends, and the new person signs a new one, in their own name and with their own direct debit. The person leaving pays up to the day of the change, and their contract closes that day. First the new person gives us their details and their ID; then you pick the installation day and a technician comes to swap the equipment; until that day the fibre keeps working as before.

The current equipment is on loan for as long as the service lasts, and the person leaving the fibre keeps it: once the change is closed we send them a Correos code to return it free at any post office, and they have 30 days. The landline number moves to the new person only if the person leaving expressly agrees; with that agreement we ask for it as soon as the fibre is installed and it can take up to 30 days.

If you live in a building or residential complex, ask the president or the property manager beforehand for the key or access to the telecoms room (RITI). Without that access we cannot install.

That usually means the fibre is not arriving. Check the thin fibre cable is properly seated and not bent or trapped, without unplugging it just to try. If it stays red, message us: that usually cannot be fixed from home and it is not your fault.

Note four things for us and we will catch it: what time, how long, whether it fails over a cable too, and whether the router restarts by itself. With that we can separate the Wi-Fi from the line. Without it, we are guessing.

At that hour there are more people connected everywhere: on your Wi-Fi, in the street and on the services you use. Compare a cabled measurement at nine in the evening with one mid-morning and send them to us: that tells us where to look.

If it is fine over a cable but not over Wi-Fi, it is Wi-Fi. If nothing works and a fibre light is red, it is the line. If everything works except one website or app, that is theirs, not yours and not ours.

It depends on the exact address: one street can have fibre and the next one not yet, so nobody can promise it from the name of a neighbourhood or a town. We cannot check it over the phone. Look it up on the coverage page of our website, or write to us on WhatsApp: we check it with you before you sign up for anything.

Yes, and at no extra cost: the landline comes with the fibre and appears on your bill as a line of its own, at nothing. We put it there on purpose even though it adds nothing, because it is a service you have and a bill ought to name it.

If you already had a landline number, you can bring it with you. Calls have their own terms depending on where you ring, and those are in the general terms and conditions.

That one you ask us for, and we set it up with you. Fibre and bundles do not change themselves: write or ring us, we look at what you have today, and before anything moves we tell you what it involves — the speed, the lines inside it, and from when each part counts.

There is no button for this, on purpose: changing a bundle moves several things at once — the main line, the ones that go with it, and the term — and we would rather you knew which before they move than afterwards. Standalone mobile lines you do change yourself.