Leaving, or taking your number, without the drama
If you are leaving, we will help you leave properly. Here is the difference between a cancellation and a port, and what happens after each.
Cancelling or porting: not the same thing
If you want to keep the number, do not cancel: ask your new operator for a port and they handle the change. If you cancel, the number is gone.
- Porting: we promise your number live with us within a maximum of 2 working days from signing.
- Cancellation: once properly requested, it is processed within a maximum of two working days.
What stays active
Porting a number ends the service for that number, not everything you have with us. The fibre, the TV and any other lines continue until you cancel them one by one.
TELL US AND WE WILL LIST IT
Before you sign anything, we send you in writing what stays, what closes and whether any commitment is still running.
The router and the final bill
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. Only if it has not come back within 30 days of the cancellation is the missing equipment charged, at the amount in the table in «Cancellations, returns and refunds». The final bill can arrive after the cancellation date, covering usage up to that day.
And if one day you want to come back, you do not start from scratch with us: we keep your history so you never have to repeat yourself.