When you are moving, it is important to give us as much notice as possible (at least 30 days).

Contact the Direct Telecom Customer Service Team on 922 711 003 or e-mail us at info@direct-telecom.es with details of your new address (including street name and number) and approximate moving date and we will coordinate the transfer of supply to your new premises, arrange an engineer’s appointment and secure the retention of your telephone numbers wherever possible (usually only possible if moving within the same municipality).  If it is not possible to keep your current number we can arrange for the installation of a new line and thereafter proceed to add the wanted services.

Please note that cancellation charges may apply if you are within your contractual permanency agreement.

No.  We do not get charged this fee so we see no reason why we should charge our customers either.

Line Guard is a service that was created thanks to the suggestions made by our customers to be protected from unexpected service maintenance costs.

Until Line Guard existed, customers with Line Rental where never really covered for any kind of issues with internal cabling as Telefónica/Movistar would only accept responsibility from their network up to the PTR inside the premises.  All the connectors & cabling inside the premises were never covered and repairs would have to be paid apart.

By contracting Line Guard for just 1,99€/month (only compatible if dT OneBill is contracted), Direct Telecom will cover costs incurred by Telefónica in the event of internal repairs such as changing faulty internal phone sockets or the line itself.  Line Guard also covers the time and travel expenses presented by the engineer which can be expensive.

For every contract period, Line Guard will cover a maximum of 100€  worth of repairs.  If you decide to authorise a repair with a superior amount that is billed to Direct Telecom, then the difference will be charged on your following Direct Telecom invoice.  Any expenses covered by Line Guard will be billed to the customer if the running contractual agreement is prematurely breached.

If you do not currently have a Telefónica / Movistar Land Line all you need to do is request a “new line installation” on our application form and we will organise it all for you.  Once the Line is installed, we can proceed to “migrate” the line over to dT OneBill.

To qualify for the dT OneBill service, all you need is a Telefónica/Movistar Land Line in Spain.

Sure, the only difference is that you will now receive your monthly invoices in English from Direct Telecom instead of Telefónica /Movistar.

Direct Telecom has been able to take away your Line Rental from Telefónica/Movistar since the CMT (Comisión del Mercado de las Telecomunicaciones) enforced the liberation of the market in 2009.

Learn more about dT OneBill

Please click on the link below to see a PDF which is the Manual that contains all the functions available with the dT OneBill Answering Machine service.

At the end of the PDF you will find a detailed diagram of the structure of the menu and how to “navigate” through it.

DT OneBill Manual

Call Divert Service

You have the option to activate (caller divert if busy), if you are on a call and someone tries to call you, then the call will be diverted to another number (you need to allocate the number to divert the call to). If you have this service activated it has priority over the answer machine. You will be billed for the call to the diverted number.

To activate or deactivate the divert service.

Activate:

· Lift receiver & wait for dialing tone.

· Dial the code * 67 *

· Immediately dial the telephone number you wish to divert the call to.

· To confirm this press the # key. You will hear a continuous tone that confirms the activation.

· Hang up the phone.

Deactivate Divert Service

· Lift receiver & wait for dialling tone.

· Dial the code # 67 #

· Hang up the phone.

Hide your number from being displayed on receiver’s end

When making a call you have the option of hiding your number from being displayed on the receiver’s

telephone handset (private/ hidden number).

To use this option you need to dial 067 before you dial the number you wish to call.

Example: 067 0044…etc.

Call Waiting Function

Call waiting allows you to receive a second call whilst already on a call.

To activate this facility:

· Lift the receiver.

· Activate press * 43 #

· Deactivate # 43 #

· You will hear a continued tone to confirm the action taken has been successful.

Caller Waiting Identification

You have the option to activate the (caller waiting identification), this allows you to display a waiting call on your handset (may not work with all types of handsets) whilst you are occupied on another call. For this function to work you are required to have both the answer machine and caller identification functions activated. It is required to have a handset that accepts this function and also that your line is able to be configured to work with this service.

Welcome Message Options.

To change the personal answer machine message:

Dial 1210 to access the answering machine service.

· Press 1 for personal options.

· Press 1 to change the welcome message.

· Enter your 4 digit code (default code is 0000).

· Press 2 to modify the message.

· Press 1 if you wish to hear or keep the standard message.

· Press 2 to personalise the message.

· Once the voice stops speaking and asks you to start speaking to record your personal message do so

(length of message cannot exceed 30 seconds).

· Once you finish your message press the (#) key.

· Press 1 to store it or 2 to re-record the message.

Listen To Messages

You have the option to listen to your voice messages from home or even from another telephone in another place (Remote access to your phone service- personal access code required (default code 0000 is not permitted) – see section -access code options).

ANSWER MACHINE From Home:

Option 1:

· Lift up the receiver.

· Wait about 7 to 10 seconds and this will automatically log into the answer machine service.

Option 2:

· Lift up the receiver.

· Dial 1210. (For immediate access to the answer machine service).

From Another Phone in Spain or Abroad:

· Call your own number (if someone answers when you call home then this prevents you checking your messages).

· Interrupt your welcome message by pressing the (star) * key.

· Type in your personal access code (0000 is not permitted).

· You now have access to your home message service from another place.

· When finished hang up the phone as normal, this will disconnect you from the message service.

Dealing with the message options:

You have the following options available to you when you access your messages:

If you have messages, new, old, stored – then you will hear the following three options:

· Press 1 to listen to your messages.

· Press 2 to store your messages.

· Press 3 to delete your messages.

If you have no messages you will hear the following:

(The answer machine service informs you that you have no new messages) followed by the following three options:

· Press 2 for message options.

· Press 1 personal options.

· Press 0 to exit.

Notification of New Messages or Missed Calls

Service available from Domo telephones (possibly works with other telephones that have a flash indicator but

this cannot be guaranteed).

To activate or deactivate the flashing light indicator on your Domo telephone handset. (The light flashes

indicating that you have received a new call or message.

· Press Mensajes or dial 1210 to enter the answer machine service.

· Press 1 for Personal Options.

· Press 3 for notification of new messages.

· Press 4 to activate or deactivate the flashing indicator on the telephone.

· Press 1 to confirm the change.

To change the access code:

Dial 1210 to access the answering machine service.

· Press 1 for Options.

· Press 2 to change the access code.

· Enter the old access code (if you did not have one, then the default code is 0000)

· Enter new access code (make sure you memorise or keep a note in a safe place of the new code).

· Press 1 to accept the code change.

It is recommended that you always set an access code that only you know.

Caller Identification

Caller identification (ID) allows you to see on the telephone screen who is calling you or who has called you, and also allows the people you are calling to see your number.

· View who is calling you.

· View who has called you whilst you whilst you were out (missed calls).

· View calls that have been made from your telephone handset.

· View a past list of incoming and outgoing calls (last 50 recorded).

· Receiver of call views your number you called from, unless you use the caller ID hidden service.

Hide your number from being displayed on receiver’s end

When making a call you have the option of hiding your number from being displayed on the receiver’s

telephone handset (private/ hidden number).

To use this option you need to dial 067 before you dial the number you wish to call.

Example: 067 0044…etc.

Change the Answer Machine language (example English).

Please note that to change the answer machine language you are required to empty your messages first.

Quick guide:

Lift the receiver from the telephone base and either wait for about 7 seconds for the answer service to start

or dial 1210 to access immediately:

· Press 1 to listen to your messages.

· Press 2 to store your messages.

· Press 3 to delete your messages.

Follow the guide to change the language:

Lift the receiver from the telephone base and either wait for about 7 seconds for the answer service to start

or dial 1210 to access immediately:

· Press 1 for personal options.

· Press 4 to change the answer machine language.

· Enter your secret code if you have one, if you are not sure use the default code (0000).

· Press 3 for more language options.

· Press 1 to select English. 2 for French, 3 for German.

· Press 1 to accept the change of language.

· You will hear the acceptance of the language change via an English recorded voice.

Access to the dT OneBill Answering Machine service can be activated or deactivated using this method.

Activation Code for the Answering Machine

· Lift the receiver from the telephone base.

· Dial *10#

· Confirmation is notified by hearing a continued tone.

· Return the receiver to the telephone base.

Deactivation Code for the Answering Machine

· Lift the receiver from the telephone base.

· Dial #10#

· Confirmation is notified by hearing a continued tone.

· Return the receiver to the telephone base.

To deactivate the Answering Machine Access Code Option

Dial 1210 to access the answering machine service.

· Press 1 for Options.

· Press 2 to change the access code.

· Enter the old access code (if you did not have one, then the default code is 0000)

· Press 2 to deactivate the code option.

PTR stands for “Punto de Terminación de Red” in Spanish which translates to “Network Termination Unit“.

The PTR is basically the principal point of entry to the premises for the Land Line subscriber and connects the home to the central exchange.
The rest of the cabling throughout a house or premises  all starts off from here.  Movistar’s responsibility of the functionality of your line ends at the PTR.
Often when problems are reported, the engineers will check the connections & configurations at the central/local exchange and once inside your house they will check if the line operates correctly at the PTR.  If all is OK at the PTR it can be considered that there is a fault with the rest of the cabling that stems off from the PTR and is the responsibility of the customer.

The PTR usually has a small latch that can be lifted in order to do testing.   By opening the “testing port“, the  rest of the network is automatically disconnected.

During support calls with Direct Telecom engineers, we will often ask our customers to locate the PTR to test connectivity for issues related to the Landline as well as ADSL.

PTR Telefónica /Movistar

dT OneBill is a service in which Direct Telecom takes control of all the connections made through a telephone line in Spain from the native operator (Movistar) and collects the subscription fee from the subscribers.

With dT OneBill, Direct Telecom has been able to produce a single bill for the customer covering calls and line rental since 2009.  Broadband services can also be provided by the Direct Telecom (and included in a single bill).

Once the dT OneBill procedure is complete, our customers will no longer receive any more invoices from Movistar and will instead receive just one invoice from Direct Telecom in English.

In most cases, our team will spot numerous services that our customers have been paying Movistar for many years, such as the “maintenance of the telephone”, which are completely unnecessary.  An important added advantage of applying for dT OneBill is that we will check the “additional contracted services” with our customer and proceed to remove the unwanted costs in the process to achieve even more savings.