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Frequent asked questions
Is there a commitment to stay?
There is no commitment to stay. We are confident with the great service we offer and do not think there is any need to bind our customers with these types of commitments.
What is the administrative installation process?
Once you have signed the contract, our installation team will contact you within a maximum of 10 working days to arrange an appointment that best suits you. Installation lasts approximately 2 hours and at the end you will have an Internet connection.
If you have a phone contract with us and have a new number, the line will be activated at the same time as your internet connection. In the case that you want to keep your previous number, the portability process will last approximately one week from the moment our installer notifies us that your installation is active, (the phone is charged from the day of portability, not from the day of activation).
Remember that you will never be without a phone. The change in provider is made on a specific day and time.
What is the certified contract?
We use electronic signatures with notarial intervention that allows you to sign the contract at any time of the day and without having to visit one of our offices.
The contract is sent by e-mail and all you have to do is follow the instructions and accept the conditions. It is very clear and you can see the contract you need to sign. Once accepted, you will be sent a copy of the agreement. We are kept up-to-date with the process and know when the agreement has been accepted by the customer.
When we receive notification of your acceptance, we make sure we have everything in stock for the installation, then our installation team will contact you to arrange an appointment.
Are these promotional prices?
Although it may seem so, no, these prices are not promotional. We have tried to make our high quality fibre optic service affordable to everyone.
Can you join our services for only a few months of the year?
We have no commitment, so you can join our services for as long as you need to.
How much does the installation service cost?
The basic installation service is completely free. This includes a total of five hours of work and the necessary tools to complete it. Any extra hours required to complete the job will be charged at 25 euros per hour and the charges will appear on the first bill issued.
Any special or customised installation requests, such as placing repeaters in the house or in the garden to improve the wireless connection, will also be charged for separately.
Will I be charged to unsubscribe?
No. We will only charge you for the router if it is damaged and was the user’s fault, or if it was not returned when the service was cancelled.
How and when is the internet connection charged for?
You will be sent a monthly bill for your internet connection. Your bill will be sent to you via e-mail and has to be paid by direct debit.
Bills are processed during the first ten days of every month.
If I am not a U energia electricity customer, can I join the fibre optic service?
Yes, there is no problem with that. The fibre optic service is available to everyone in the local area once it has been activated.