Frequent questions

Let us go in order, because it is usually one setting: mobile data on, the right line selected if you carry two cards, and airplane mode off.

• Switch the phone off and on: that way it registers on the network again.
• If you have two lines, check that data is set to the Don Rayo one.
• If the phone is new it may be missing the internet settings: we can send them to you in a message.

It means the phone can see networks around it but has not managed to register with your line. It is usually the card, airplane mode or a hiccup on the line, and it is quick to fix.

• Take the SIM out and put it back in; if it is an eSIM, restart the phone.
• Check that airplane mode is off and restart.
• Try the card in another phone: that tells us whether it is the SIM or the handset.

If nothing changes, write to us: we check your line status in a minute and, if the card needs replacing, we bring you a new one.

They are generations of mobile network. Your mobile hops between them depending on coverage, battery and what is available where you are — you do not choose it and nothing is broken. And 5G is not always faster: a 4G with good signal can beat a distant 5G.

The bars measure signal strength, not how many people are using it. On a summer lunchtime at the beach the bars are full and the mast is packed. If it happens to you at the same place and the same time, tell us both of those: that is what lets us look into it.

No, and we would rather tell you before than after. A map is an estimate. Inside a stone house, in a garage or down a barranco the real coverage can be different. If one particular spot matters to you, tell us and we will check it with you before you sign anything.

The SIM is what tells the network that the line is yours. It can be a card or an eSIM; your number is yours either way. The PIN is the code the SIM asks for when you switch the phone on, and it is not the same as your screen unlock code.

Do not guess. After three wrong tries the SIM locks and you need the PUK, and if the PUK is entered wrong several times the SIM is finished for good. Message us and we will give you the right PUK over a secure channel. It is no trouble and it takes a moment.

It is the number that identifies the handset itself, not your line. Dial *#06# and it appears. Write it down today: it is the first thing needed if it is ever stolen.

Video is by far the biggest, and automatic backups come next. Turn video quality down when you are out, leave backups for Wi-Fi, and look in your settings to see which app is taking the biggest share.

It depends on what you have. We are never going to charge you extra without telling you. Check your line or message us and we will tell you exactly what is left and what happens next.

They are not the same. Wi-Fi calling uses your normal number and works even with no mobile signal, as long as you are on Wi-Fi. WhatsApp is a separate app with its own contact list. For a house with poor coverage, Wi-Fi calling is a different life.

The easiest way is from your mobile's call settings. On almost every mobile you can also dial **21* then the number then #; to clear all forwarding, ##002#. One thing to know: the forwarded leg can be billed as a call from your line. If you are unsure, ask us before leaving it on.

To call abroad, dial +, the country code and the number; you almost always drop the leading zero. And no, it is not roaming: calling another country from here is an international call. Roaming is when it is you who is abroad.

Roaming is using your line while you are in another country. Inside the European Union it works on terms close to the ones you have at home. Outside the EU, check before you turn it on. Tell us where you are going and we will tell you what you have included, with no small print.

Not always exactly the same. Plans with lots of data usually have a fair-use limit while you are abroad, and that is both legal and normal. Check it on your own line before you travel rather than trusting an old figure.

Before you go: check whether the country is included, turn off automatic backups and large downloads, and use Wi-Fi you trust. And if you are going to share your connection with a laptop, remember that comes out of the same data and goes very fast.

Check that you have signal and that other messages do arrive. If it only fails with one particular sender — a bank, a website, a code — it is usually that service or a spam filter rather than your line. Tell us anyway: we will look.

It is a one-time code to confirm it is you. Do not give it to anybody, not even to someone who says they are us. We are never going to ask you for one over the phone.

Switch airplane mode off and on, restart the phone and try somewhere else. If it does not work there either, or if it went suddenly and stays gone, message us straight away — and see «What is SIM swapping and how do I spot it?», under Security and emergencies.

Restart, and if it is a card, check it is seated properly. If you can, try that SIM in another phone: if the problem follows the SIM it is the SIM, and if it stays with the phone it is the phone. With that answer we already know what to do.

Once you have restarted and it is still the same, when a SIM is locked, or when something smells like fraud. Do not factory-reset anything or delete an eSIM «just to try». Message us first: we would a thousand times rather have one question too many than a wiped phone.

Up to six in a fibre and mobile bundle: the main one and five more. Each carries its own plan and you mix them as you like — an additional line can have more data than the main one, which is fine.

Beyond the sixth, extra lines go as mobile-only tariffs alongside the bundle. If you are putting something together for a business or a block of flats, write to us and we will work it out with you: that is not something a form does well.

Yes. Mobile-only plans are taken on their own: you do not need fibre or a bundle with us. Each mobile-only line carries its own plan, at its own price, the one on today's price list. And if you already have fibre or a bundle, or are signing up for one, you can add mobile-only lines to it as well.

They are two different things. An additional line only exists inside an active fibre and mobile bundle: the bundle has its main line, which always goes with the fibre and is not taken on its own, and it can have up to five additional lines, six lines in all. A mobile-only line is something else: a plan taken on its own, without fibre, at its own mobile-only price. Even if you add it to a fibre or a bundle, it is not an additional line. The price of each is on today's price list.

In almost every destination yes, to landlines and to mobiles. There is the odd one where only landlines are included — Morocco is today's case — and where that happens you will see it marked «landlines only» in the destination list, beside the country, before you sign up for anything.

The tariffs with international minutes and the minute bundles cover the same list of destinations.

See the countries included

On mobile, every 30 days. You change a line's plan and from then on that line waits 30 days before the next change: that is the only limit there is, and it is not a minimum term. Changing costs nothing, it restarts no commitment, and you can carry on changing it for as long as you have the line.

Yes. You can ask for the change on the day you prefer, or straight away. That month is charged by days: the days before the change at your old plan, and from that day at the new one. We send you the change to sign, and it is made once it is signed. A mobile-only line can change plan once every 30 days; if yours changed recently, we tell you the first day it can.