Frequent questions

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.

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.

Our TV comes over the internet, so the connection comes first: when it is struggling, the TV notices before anything else.

• Check that the rest of the house is browsing normally.
• Close the TV app and open it again; if you have a box, unplug it for a minute.
• If you can, put the TV on a network cable instead of WiFi: it is what benefits most from a cable.

Yes. With your account you can watch from your mobile, tablet or computer, at home and away.

• It works on several devices, though not on all of them at the same time.
• Some channels or matches can have rights limits: when that happens it is stated on the channel page.
• Outside Spain the channels’ own restrictions may apply.

No. Our TV comes over the internet, on any connection, so there is no aerial, no dish and no work on the roof. If you move into a flat with no communal aerial, nothing changes for you.

The ones in your package, and that is in your contract and on your bill — not in a list written here that would go stale. Tell us your line and we will tell you exactly what you have and what can be added.

With your Don Rayo account — the same one on the TV, on your mobile and on your computer. If you do not have it to hand or it will not work, write to us and we will sort it with you: you do not have to go anywhere.

On several screens yes, though not on all of them at once: each package has its own number of simultaneous screens. Tell us how many you want at home and we will tell you whether what you have is enough.

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.

It has to be an unlocked phone that supports eSIM. As a guide: iPhone XS or newer, Samsung Galaxy S20 onwards and Google Pixel 3 onwards.

Maybe not: many activation codes only work once. Before deleting an eSIM, write to us and we will look at it with you.

If you have already deleted it and you are travelling, tell us anyway: we will find the fastest way out so you are not left without data.

It is a digital SIM: instead of inserting a card, a profile is installed on your mobile, usually by scanning a QR code. It works exactly like a plastic SIM, and there is nothing to wait for in the post.

On many phones yes: your plastic SIM and an eSIM can live side by side in the same phone. How many lines can be active at once depends on the model.

It is the number that identifies the eSIM part of your mobile. We sometimes ask for it to activate a profile. It is in your mobile's settings, next to the IMEI.

It depends on the phone. Some transfer it between handsets on their own; others need a fresh activation. Message us with the old phone and the new one and we will tell you exactly what to do, in order.

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.

By what it asks for, not by the name it shows — that can be faked. We are never going to ask you for a password, a PIN or an SMS code. We are never going to rush you. And we are never going to tell you your SIM expires today. When in doubt, do not open the link: message us yourself on WhatsApp and we will check.

Hang up. The number shown on a call can be faked, so seeing ours proves nothing. Then ring us yourself on the number you already know. Nothing bad happens to you for hanging up on somebody who did turn out to be real.

It is somebody trying to move your number onto another SIM so they get your messages and codes. The sign is this: your line dies suddenly, does not come back, and you start getting alerts about accounts you have not touched. Not every loss of signal is this — but that combination is.

Call us now, from another phone, and we will block the line. Meanwhile, change the passwords for e-mail and online banking. Fast beats perfect: cut the line first, we will sort the rest afterwards.

First lock it from the manufacturer's account if you can. Then message us to protect the line. And bear in mind that blocking the SIM does not block the handset: they are two different things and both need doing. If it was stolen, report it — the IMEI is needed for that.

Do not install it. We are not going to ask you for that out of the blue. It is one of the commonest ways somebody ends up in control of your mobile and your accounts.

For checking the weather, yes. For getting into your bank, better to use your mobile data. And be wary of an open network named after somewhere well known: that is easy to imitate.

112, free from any phone, for police, ambulance and fire. It works across the whole European Union.

Do not rely on it alone. In an emergency, if there is mobile signal the phone usually prefers it, and your location travels better that way. If you live somewhere with poor coverage, tell us: that is exactly the case worth thinking about in advance.

Phones and networks offer things like live captions, real-time text and hearing-aid compatibility, and it depends on the model and the country. Tell us what you need and we will look at it with you, without rushing.

A message or a call is enough: nobody here is going to keep you on hold to hold on to you. We confirm the cancellation in writing, with its date.

• In Spain, once it is properly requested, a cancellation is processed within a maximum of two working days.
• A final bill may arrive afterwards: it covers what you used up to the cancellation date.
• The router belongs to Don Rayo and is lent to you for as long as the service lasts; you send it back free with a Correos code. It is only charged if it has not come back within 30 days.

No. Porting ends the service tied to the number you take with you; the rest — other lines, the fibre or the TV — carries on until you cancel each one.

Tell us what you want to take and we will tell you exactly what stays active and what closes, so there are no surprises on the next bill.

It is moving operator and keeping the number you already have. You ask us, and we handle it with the operator you are leaving; you do not have to ring anybody or explain yourself.

Not long, and this is what we promise: your number is live with us within a maximum of 2 working days from signing.

There is a short window while the number moves between networks. Usually you will not even notice. If you are without a line for longer than expected, message us and we will look at it right away.

Put in the SIM we give you when we tell you, restart the phone if it does not pick up on its own, and check three things: that you can call, that texts arrive and that you have data. If any of those fails, tell us that same day.

It is the moment the line actually starts working on the network. Having the SIM in your hand or the router at home is not yet that. And an address coming up as «serviceable» means it can be installed, not that it already is.

We tell you. Between an address being serviceable and there being fibre run to your home there can be a residents' association, a permit or a duct. We are not going to give you a date we cannot keep.

It is the minimum time you commit to staying, usually in exchange for something — an installation, equipment or a price. Ours is in the minimum-term table in «Right of withdrawal» and in your contract, and we do not work it out from some other plan. Changing plan does not restart it: a new minimum term would only begin if you expressly accept a new commitment, and we would tell you first how long it lasts and what leaving it early would cost.

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. The same goes for the ONT and the set-top box. A SIM is not treated the same way. Only if they have not come back within 30 days of the cancellation is what is missing charged, at the amount in the table in «Cancellations, returns and refunds».

In certain circumstances that right does exist, and it depends on the kind of change. If we ever send you a notice like that, it will say plainly what is changing, from when, and what you can do. Not buried in a footnote.

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.

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.

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.

Don Rayo TV runs over the internet and works on any connection: the fibre does not have to be ours.

TV on its own cannot be signed up for yet: today it goes together with another of our services. If that is what you are after, write to us on WhatsApp and an Advisor will look at it with you.

A fixed amount, and that is the part that surprises people: it is the same in the first month as in the last. It is not spread over the months you have left and no discount is recalculated, so leaving in the last month of the term costs the same as leaving in month two. It is the installation charge, with its IGIC included.

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

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.

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.

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.

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.