Frequent questions

Yes, if fibre reaches the new place. The first thing we do is check the new building — that exact building, not the street in general — and tell you straight before anything moves.

• If it reaches: you sign a short form with the new address, you pick the installation day, and a technician comes to the new home with new equipment.
• The fibre at the old home keeps working until the new one is installed, and from that day you stop paying for it: you never pay twice.
• If it does not: we tell you, we do not charge you for the move, and we find a plan while the network gets there.
• Your mobile comes along untouched: nothing to change.

Your mobile, always: it does not depend on the house. A landline number depends on the area you move to — within the same one it usually stays — and we confirm it before you decide anything. If you keep it, we ask for it as soon as the new fibre is installed and it can take up to 30 days; meanwhile the fibre works just the same.

With two weeks’ notice we can almost always fit the move in without leaving you a single day without internet. With less we still try, and we tell you the truth about which day you will have a line instead of giving you a nice-looking date.

No. The router belongs to Don Rayo and is on loan to you for as long as the service lasts: at the new home the technician installs new equipment and leaves it set up. Keep the current equipment in its box, with its cables and power supply: once the change is closed we send you a Correos code to return it free at any post office, and you have 30 days. Leave the fibre at the wall alone: forcing it is the easiest way to be left with no signal.

TV comes over the internet, so it does not move: you keep watching on any connection while the fibre reaches the new place, signed in with your account. Your mobile does not even notice. The only thing that moves is the fibre.

We tell you straight as soon as we have checked the new building, and we do not charge you for the move. We help you close whatever needs closing, with no maze, and we note you down so we can tell you if the fibre ever reaches there.