This information is frequently requested by clients contracting services with Direct Telecom and wish to know what the procedures are to cancel their services with their previous provider.  This information was valid at 19/10/23 and may have changed since.

To cancel services with Vodafone in Spain, you can follow these steps:

– **Call Vodafone customer service**: Dial 123 from your Vodafone mobile or 607 123 000 from any other phone[1][6]. Customer service is available Monday to Friday from 8 am to 9 pm, Saturday from 8 am to 9 pm, and Sunday from 9 am to 9 pm[6].

– **Request cancellation**: During the call, inform the customer service representative that you want to cancel your Vodafone services. They may ask for your account details and the reason for cancellation[1].

– **Provide necessary information**: Vodafone may require you to provide a copy of your NIE or passport (both sides) for identification purposes[1]. They may also ask for your name, number, the date you want the service to end, and a contact number or email[1].

– **Return any equipment**: If you have any Vodafone equipment, such as a router or set-top box, they may ask you to return it. Follow their instructions for returning the equipment to avoid additional charges[1].

– **Confirm the cancellation**: After the call, you should receive a confirmation of the cancellation request. Keep this confirmation for your records.

– **Check your final bill**: Vodafone may charge you for any outstanding balances or early termination fees. Make sure to check your final bill and contact Vodafone if you have any questions or discrepancies[1].

If you prefer not to call, you can also request to cancel your Vodafone services through their website or by sending a letter. However, calling is often the most efficient way to cancel your services and resolve any issues quickly[1].

Citations:
[1] https://wagonersabroad.com/how-to-cancel-vodafone-in-spain/
[2] https://www.tripadvisor.com/ShowTopic-g187514-i126-k10846631-Prepaid_Vodafone_SIM_in_Spain_how_to_cancel_subscription-Madrid.html
[3] https://customercarecontacts.com/simple-steps-to-cancel-your-vodafone-spain-number/
[4] https://vidabytes.com/en/dar-de-baja-vodafone/
[5] https://www.andalucia.com/forums/viewtopic.php?t=26150
[6] https://kenstechtips.com/index.php/cancel/how-to-cancel-vodafone-contract

This information is frequently requested by clients contracting services with Direct Telecom and wish to know what the procedures are to cancel their services with their previous provider.  This information was valid at 19/10/23 and may have changed since.

To cancel a contract with Movistar in Spain, you can follow these steps:

1. Call Movistar customer service at 1004 from your registered number[1][2]. Make sure to have your Movistar Spain number with you, as the customer care will send a verification SMS to complete the cancellation request[2].

2. During the call, ask for the case file number (Nº expediente) for the cancellation (baja) and make a note of it[1].

3. The customer service representative may ask you the reason for the cancellation. If you have made up your mind, you can give your final say[2].

4. Provide the security PIN sent to your number via SMS to the customer service agent to deactivate your number[2].

5. Movistar may charge you for any equipment that needs to be returned. Make sure to return the equipment, such as the router, to avoid additional charges[4].

Alternatively, you can send a fax to 902104132 or a certified letter to Apartado de Correos 151.124 28080 Madrid, including the number you want to cancel, a copy of your NIE, the application, and your signature[1]. However, calling the customer service number is generally the most convenient and efficient method.

Citations:
[1] https://www.citizensadvice.org.es/faq/cancel-contract-movistar/
[2] https://customercarecontacts.com/easy-steps-to-cancel-your-movistar-spain-number/
[3] https://britishexpats.com/forum/spain-75/cancelling-movistar-service-home-869196/
[4] https://www.andalucia.com/forums/viewtopic.php?t=39945
[5] https://heretohomeandbeyond.wordpress.com/2013/10/07/canceling-movistar-in-spain/
[6] https://www.informatique-mania.com/en/linternet/desabonnement-movistar/

This information is frequently requested by clients contracting services with Direct Telecom and wish to know what the procedures are to cancel their services with their previous provider.  This information was valid at 19/10/23 and may have changed since.

To cancel your MásMóvil fiber service, follow these steps:

1. Call MásMóvil’s customer service at 2373. This is a free number, and you can cancel your internet or mobile services at any time by speaking with a representative[1][2].

2. Request the cancellation of your fiber service. Keep in mind that MásMóvil has certain conditions for internet services, so check if you have any remaining contract obligations[1].

3. Return the MásMóvil router. Once you have requested the cancellation from the MásMóvil cancellation department, a courier will contact you to collect the router[1].

4. If your cancellation is not effective or if you are still being charged for services you no longer have, contact MásMóvil’s customer service at 2373. Make sure to have your cancellation receipt on hand[1].

If you want to cancel your MásMóvil mobile service without fiber or ADSL, you can do so by sending an email to hola@masmovil.com with a photocopy of your ID. MásMóvil will process the cancellation and send you a confirmation[1].

Citations:
[1] https://roams.es/companias-telefonicas/masmovil/guias/tramites/dar-baja/
[2] https://selectra.es/internet-telefono/companias/masmovil/dar-baja
[3] https://comparaiso.es/companias/masmovil/dar-baja
[4] https://www.adslzone.net/operadores/masmovil/baja-contrato/
[5] https://www.cartasinsobre.com/news/178/como-darse-de-baja-en-masmovil-por-internet.htm
[6] https://movilexplora.es/companias/masmovil/dar-de-baja

Netflix recommends a minimum internet speed of 3 megabits per second (Mbps) for standard-definition video and 5 Mbps for high-definition video. However, the actual amount of bandwidth that Netflix uses can vary depending on a number of factors, such as the quality of the video you’re streaming, the type of device you’re using, and the number of people using your network at the same time. To get the best streaming experience on Netflix, it’s generally recommended to have an internet speed of at least 25 Mbps. This will ensure that you can stream high-definition video smoothly without any interruptions.

The main difference between 2.4GHz and 5GHz networks is the frequency that they use to communicate. 2.4GHz networks use a lower frequency than 5GHz networks, which means they are better suited for longer ranges and can penetrate walls and other obstacles more easily. However, this also means that 2.4GHz networks can be more susceptible to interference from other devices that use the same frequency, such as cordless phones and baby monitors. 5GHz networks, on the other hand, use a higher frequency, which allows them to transmit data at faster speeds but doesn’t travel as far or penetrate obstacles as easily as 2.4GHz signals. This makes 5GHz networks better suited for applications that require a high-speed connection, such as streaming video or gaming.

Yes, WiFi signals can generally pass through walls and other solid objects, although the strength of the signal may be reduced depending on the thickness and composition of the wall. WiFi signals are electromagnetic waves, which are a type of energy that can travel through a vacuum (such as outer space) or through various materials, including air, water, and solid objects. However, certain materials, such as metal or concrete walls, can block or weaken WiFi signals by reflecting or absorbing the electromagnetic waves. The ability of WiFi signals to pass through walls and other objects can be useful, but it can also cause interference and other issues if not properly managed.  Generally speaking it is best to expect WiFi will work most optimally in the room where the WiFi Router is located.

Yes. We accept IBAN bank accounts from 36 EU countries part of the SEPA (Single Euro Payments Area) and there is a minimum bank charge of 1.95€/month (+tax) for this service or a maximum of 0.5% of the invoice.  If you use a Spanish Bank account, there is no bank charge.

Yes, it is possible to divert your calls to a Spanish landline or mobile but not to International numbers.  Please contact us if you would like more information regarding this service.

Contact us straight away on 922 711 003 or send an email to info@direct-telecom.es so that we can suspend the service and arrange for a new SIM card with the same number to be prepared for you. A duplicate SIM costs 5€ + tax.

The countries included in the International bono are Landlines & Mobiles: Austria, Belgium, Bulgaria, Canada, Cyprus, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Iceland, Israel, Italy, Liechtenstein, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, UK, USA.

You can have up to 3 mobiles sharing the data on the dT Mobile Shared packages and all users also get free unlimited calls to National landline and mobiles.

No. It is not possible to use any of the International Bono packages when roaming. Please see roaming charges HERE

The GB and National minutes included in your tariff can be used when travelling in Europe and if you go over your allowance the usual charges will apply. It is not however possible to use any of the International Bono packages when roaming. In order to activate the roaming option for your trip please contact us by e-mail (info@direct-telecom.es) at least 1 week before you travel. Please see roaming charges HERE

You can have up to 3 mobiles sharing the data on the dT Mobile Shared packages and all users also get free unlimited calls to National landline and mobiles.

You can find a guide on how to do this HERE 

A National SMS (max 160 characters) costs 8,6 cents including IGIC or 9,7 cents including IVA. An International SMS (max 160 characters) costs 26,8 cents including IGIC or 30 cents including IVA.

Yes, you can hibernate for up to 6 months per year and will pay 1,99€ (IGIC)/ 2,25€ (IVA) during the hibernated months to keep the SIM active.  However if you have taken out a dT Mobile with a minimum contract as part of a promotion in association with another service the hibernation option will not be available.

No, the dT Mobile service can be stopped at the end of any given calendar month by giving at least 2 weeks notice. However if you have taken out a dT Mobile as part of a promotion in association with another service the dT Mobile contract will have the same duration as the associated service contracted.

The dT Mobile SIM costs 5€ + tax plus any applicable postage charges (free collection from our office in Adeje).

The dT Mobile SIM card is prescored to 3 different sizes (Regular, Micro and Nano) so can be used in any mobile telephone.

DT Mobile offers excellent 3G and 4G coverage all over Spain, the Balearics and the Canary Islands. To check our coverage map please click HERE or HERE

DT Mobile is a 3G/4G mobile service which uses a Direct Telecom Mobile SIM card.

Unfortunately it is likely that if you have one of the older Movistar Domo phones you may find that it is not compatible with the new fibre lines.

Yes, it is possible to upgrade to a package with a higher speed, however it is NOT possible to downgrade to a package with a lower speed.

It is extremely important to understand that 4G technology is transmitted via mobile air waves and therefore like WIFI signals, certain factors such as metal, concrete walls, ceilings, other wifi/waves transmitted could affect the signal.

We recommend that the router be situated at a medium level of height within a good sized area and close to a window if possible for the best results.

In the unlikely event of the router not working, please try unplugging the router, leaving it for a few minutes and then reconnecting it.  This will solve a surprisingly high number of errors but if this does not work please contact Direct Telecom on 922 711 003 or support@direct-telecom.es so that we can run some tests.  If there is an issue with Network coverage, we can try connecting it to another network which we can do remotely. If it is determined that the router has failed due to a fault within the router then it will be replaced, however if it is due to customer negligence, such as breakage, power surges, using the incorrect power supply, etc the customer will have to pay for a replacement.

No.  Unfortunately the router does not have a phone jack so it is not possible to provide any telephone services using the dT Home Broadband.

Yes, as long as the speed available is high enough to support streaming.  As a dT 4G Home Broadband customer, you will be given FREE access to dT Media TV to enjoy UKTV.
You will of course also be able to enjoy other Streaming services such as Netflix, Amazon Prime or HBO if you have subscribed to any of these services and your speed supports their services.

Once you are connected with dT 4G Home Broadband, you will be able to use your computer, smartphone or tablets to use the IPTV service of your choice.

The best way to enjoy dT Media TV however is with a Dune HD Set Top Box which you can connect with a Network cable to the provided Router and you can then connect to your TV using the HDMI cable.

We have an agreement in place with each of the 3 major Telecom Operators in Spain and can remotely switch between them if necessary.  It would be extremely rare to have no coverage with any of the 3 networks we use and would obviously do a coverage check for you before the contract is made.

The contract is 1 full year (12 months from activation) or if the hibernation option is selected 18 months (hibernated months do not count towards the paid contract months).

Yes! It is unlimited, however it is also governed by a regulated “Fair Usage Policy” under the CNMC Spanish Telecommunications Regulators.  The “Fair Usage Policy” is based on what the average household user should not be exceeding if using the service appropriately.  Statistics state that the average is between 250GB and 300GB per month.

Direct Telecom reserves the right to suspend the service if the “Fair Usage Policy” is being consistently exceeded month by month and therefore being abused.  If after being notified, the service abuse continues, Direct Telecom reserves the right to terminate the service and pass any cost incurred in relation to the cancellation on to the customer.

No.  The service is only available whilst you are within the Spanish National Territory.

We are delighted to be able to offer great coverage options due to agreements made with the 3 major Telecom operators in Spain.  We will configure you to the best network possible and can reconfigure remotely to an alternative network should you have issues with the coverage.

To get an idea of how good the 4G LTE coverage is in your area, check out the links below to get a rough impression.

Coverage Map 1 – Spain Nationwide

Coverage Map 2 – Spain Nationwide

No.  You do not require a SIM card as this service is provided using virtual SIM technology.

Speeds can vary based on the location, technology possibilities and limits.  It is also affected by the number of devices connected/being used simultaneously and the usage of these devices.  Speeds can on average reach up to 70/30Mbit but can be higher or lower.

Hibernation or reactivation can only be done at the end of any calendar month.  In order to hibernate or reactivate your connection you need to notify Direct Telecom in writing (info@direct-telecom.es) at least 2 weeks prior to the end of the calendar month prior to your hibernation/reactivation date.

Yes.  Hibernation is available for as many months as you need with the NEW 4G FLEXIT Packages!  Hibernation can be activated after at least the first two full paid months following activation of the service. Just e-mail us 5 working days (not including weekends/bank holidays) before the end of any given month and we will hibernate the connection until you are returning when we would need 24 working hours (not including weekends/bank holidays) notice to reconnect on any day, again by e-mail.

Activation is very quick, if during working hours as soon as we have all of the documentation necessary, the deposit has been paid and you have the router we can apply for activation which can happen in minutes but certainly no more than a couple of hours.

The setup is FREE although we do collect a deposit of 60€ for the router.

If at anytime you were to discontinue the service, the 60€ deposit would be refunded, providing the router is returned in good condition.

All you need is the approved 4G Indoor Data Router that Direct Telecom provides.

The service receives the signal using Mobile technology, the same way in which we receive our 4G data on mobiles, the service then transmits the data from the router to the devices you have connected and wish to use.

4G is the fourth generation of broadband cellular network technology, succeeding 3G.  The International Telecommunication Union (ITU-R) specified a set of requirements for 4G standards, named the International Mobile Telecommunications Advanced (IMT-Advanced) specification, setting peak speed requirements for 4G service at 100 megabits per second (Mbit/s) = 12.5 megabytes per second), where coverage is possible and meets all specific 4G technological requirements.

This is a service designed to offer the customer an alternative high speed unlimited Internet technology for general daily use/activity to suit the customer’s online requirements without the need for a physical landline connection or antenna/dish.

It depends on the package you have contracted:

dT Lite – 120 minutes of calls to landlines in Spain and Europe combined*

dT Total – Unlimited calls to landlines in Spain and 300 minutes of calls to landlines in Europe*

dT ADSL – 120 minutes of calls to landlines in Spain and Europe combined*

* European countries include: Austria, Belgium, Cyprus, Denmark, France, Germany, Greece, Hungary, Ireland, Italy, Luxemburg, Netherlands, Norway, Poland, Portugal, Sweden & U.K.  Non-geographical numbers are not included.

No.  As of 01/03/2020 this option is no longer available due to changes in the ADSL copper technology infrastructure.  Hibernation is available on many of our other internet packages such as dT Fibrenate and dT 4G home broadband, please contact us for more details.

Yes, as long as the speed available on your line is high enough to support streaming.  As a dT ADSL customer, you will be given FREE access to dT Media TV to enjoy UKTV.
You will of course also be able to enjoy other Streaming services such as Netflix, Amazon Prime or HBO if you have subscribed to any of these services and your speed supports their services.

Once you are connected with dT ADSL, you will be able to use your computer, smartphone or tablets to use the IPTV service of your choice.
The best way to enjoy dT Media TV however is with a Dune HD Set Top Box which you can connect with a Network cable to the provided Router and you can then connect to your TV using the HDMI cable.

dT Sky Wire is a Broadband Internet Service offered by Direct Telecom which uses Radio Frequencies to deliver connectivity.  The Base Stations (Regional Towers) are powered by high capacity Broadband Backbones and Wirelessly connect to your property “over the air” by means of using specialised equipment.  As there is no need for a physical copper wire (Movistar Land Line) dT Sky Wire can therefore be installed very quickly and allows you to forget about any problems or issues that are usually related to the physical cables.

If you are moving please give us as much notice as possible so that we can guarantee the smoothest possible transition period.

There are a number of factors which will affect the ability and cost of moving your connection, such us your backbone provider, whether you are still in contract and of course, whether the dT Fibre service is actually available at your new address.

Please contact customer services on 922 711 003 or info@direct-telecom.es with your new address (including street name and number) and approximate moving date so that we can advise you of the options available to you.

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.

You are responsible for making sure that your invoices are paid, but if the payment method that you have provided fails for any reason we will try to notify you by e-mail (if e-mail address provided).

There will be a 5,00€ return debit charge and you will be able to make the missing payment either by calling us with any International Credit or Debit card, or by bank transfer to Dial Direct Telecom S.L. IBAN ES38 0049 4441 6828 1000 2149, quoting your client reference number or phone number in either case.

If the invoice is not paid by the end of the calendar month in which it was raised your service will be suspended until payment is made. The contracted services will automatically be cancelled if more than 2 invoices are outstanding, the appropriate cancellation fees will be charged and the debt will be passed to a third party debt collecting agency.

Direct Telecom will send you an invoice around the 4th of each calendar month for the month which has just ended. The services you have contracted will be billed monthly in advance and any phone calls made will be billed monthly in arrears; for example, the September invoice would cover the services from 1st – 31st October and the calls from 1st to 30th September and be issued around the 4th of October.

If your service starts part way through a calendar month your first invoice will show the proportionate payment for this in addition to the normal monthly service charge; for example, if the service starts on 15th September, your September invoice (issued at the beginning of October) will show the proportionate service charge from the 15th – 30th September plus the service charge for the month of October in full, plus any calls made in September.

The payment for each monthly invoice will be taken via the authorised method between the 10th and 17th of the month, approximately a week to 10 days after the invoice has been e-mailed/posted to you. If you have any queries regarding the invoice make sure that you contact Direct Telecom as soon as possible so we are able to try to rectify any errors before payment is taken. If payment is taken before the error is identified you will have 3 months from the date of issue of the invoice in order to reclaim the erroneous amount.

No.

The dT Fibre Router will provide a RJ11 port on the back of the Router.  It is possible to connect your Telephone handset to this port and you will be able to make & receive calls as usual.

As the Copper wire (PTR) box us usually disabled &/or removed, this means that the copper wire will cease to work from your property to the local exchange.  However, the “internal” copper circuits should still work.  This means that if you use a traditional telephone cable and connect it from the RJ11 port of the new dT Fibre Router and connect it to one of your “copper” Telefonica sockets on the wall, then this should bring the copper circuit in your property back to life and at the same time any other Telephone handsets should work as usual too.

If you wish to make calls using a VoIP account it may be possible to configure your Fritz Box in order to do this, depending on the backbone provider and the Fritz Box model you own.  Our Technical Support team will be able to advise you if this is possible in your case and guide you through the setup process accordingly.

For most users, an Internet connection of about 10Mbit with dT Skywire is more than enough.  Having said that, the performance of a Fibre Optics connection is the evolution that everyone has been looking forward to, bringing unprecedented Internet speed to the home.  dT Fibre is for you if you use a lot of devices or bandwidth intensive services.

Once you have experienced Fibre Optics reliability and speed, it is very hard to get used to anything else!

YES! It is finally possible to Hibernate the dT Fibre connection with the brand new “Fibrenate” packages ONLY available with Direct Telecom.  After the initial 2 full months, you will be able to “Fibrenate” your connection for calendar the months that you are away (up to 6 calendar months/year) during which you would pay ONLY half the price!  You always need to give at least 2 weeks notice by e-mail before the start of the month in which you wish to activate or hibernate the service.

Yes.  In fact, as a dT Fibre customer, you will be given FREE access to dT Media TV to enjoy UKTV.
You will of course also be able to enjoy other Streaming services such as Netflix, Amazon Prime or HBO if you have subscribed to any of these services.

Once you are connected with dT Fibre, you will be able to use your computer, smartphone or tablets to use the IPTV service of your choice.
The best way to enjoy dT Media TV however is with a Dune HD Set Top Box which you can connect with a Network cable to the provided Router and you can then connect to your TV using the HDMI cable.

The engineer will install specialised equipment which primarily consists of 2 components.

1. The Fibre Optics cable which must connect your property to the local exchange.
2. The dT Fibre Wireless Router

Sometimes we will need to arrange two visits, one for engineer to come and install the Fibre Optics cable and a second for the router.  It is likely that the Engineer will need access to the “communications room” of your complex if your property is in a complex.  Please make sure that you have keys or access to this by the time the Engineer arrives for the appointment to facilitate the installation and avoid delays.

dT Fibre operates with an entirely different technology as well as communications network and is completely unrelated to Broadband connections that use Copper lines or wireless technologies.  dT Fibre is therefore a service that does not “overwrite” an ADSL subscription and if the ADSL service is no longer desired, this must be cancelled.
It is crucial to check if your ADSL/SkyWire subscription with Direct Telecom is still within the contractual permanency period as it would be necessary to pay the “early cancellation fee“.  Please remember that this cancellation fee is imposed on us by the ADSL/SkyWire network operators.
If however your ADSL/SkyWire permanency period has expired, then we will be able to cancel the subscription at no extra cost and get you set up with dT Fibre.

In any event, the ADSL/SkyWire subscription would only be cancelled once the dT Fibre is up and running at your property so you are not left without an Internet connection.  If a portability of your telephone number must be done from ADSL/SkyWire to dT Fibre, then it is possible that the connection may be affected for a few days.

If you already have dT Fibre, then please keep in mind that the new packages operate on a entirely new Fibre Optics network, so we cannot simply “switch” from one package to another.  If you are interested in the new packages, then we can get you switched over by either a) we program the switchover to take place as soon as your current contract runs out so that you can enjoy the new benefits of the new package or b) you could pay the early cancellation fee and we can get you switched over almost immediately 😉

This will depend entirely on your location and the Network availability in your area.  We can actually check this for you and we will be able to let you know which options you would be able to choose. The options available range from anything from 50MB Download/50MB upload all the way to 1000MB (1GB) Download/1000MB(1GB) Upload.

Absolutely.  As long as the location you are moving to is within the range of our Base Stations this is possible.
There is a chance that the obtainable Broadband speed may change but this depends on the distance of your new location from our nearest Base Station.
As Engineers will have to dismantle the equipment and install it again at your new location, a relocation fee may apply.

No.  The beauty of dT Sky Wire is that it is the one of the few services that is completely unrelated to Telefónica / Movistar.
The system is installed by our own Sky Wire engineers and it operates on the Sky Wire backbone.
In the event of Technical Support, it is the staff at Direct Telecom who you will be dealing with and if there is a technical incidence with your installation, it will be our Sky Wire Engineers who will service the equipment, so no more sub-contracted Telefonica Engineers!

The only reason you may have to deal with Telefónica / Movistar might be when cancelling any services you may have with them, but even here we are happy to help out with this 😉

The speed you can enjoy will depend on the distance from your location to our nearest Base Station.
Generally:
If you are within approximately 5Km from our Base Station then Up to 20Mb is achievable.
If you are within approximately 10Km from our Base Station then Up to 10Mb is achievable.

Having said that, we already have some customers who are connected at a distance just under 15km from the nearest Base Station and are enjoying almost 7Mb of speed.  These customers are in locations where there it is even impossible to get a telephone line so they are very happy.  This is why locations over 10Km away from a Base Station are usually not recommended, but if there is a clear line of sight, we are happy to try it and sometimes we shall be pleasantly surprised with the results.

dT Sky Wire requires “direct line of sight” from the Base Station to the Antenna installed at your property.  So any mountains or buildings in the way will make it impossible to install dT Sky Wire until we install new Base Stations that allow you to get connected from another angle.
As silly as it may sound, even trees and vegetation which are in the “connection trajectory” can completely disqualify the installation.

dT Sky Wire operates with an entirely different technology as well as communications network and is completely unrelated to Broadband connections that use Copper lines or Fibre.  dT Sky Wire is therefore a service that does not “overwrite” an ADSL subscription and if the ADSL service is no longer desired, this must be cancelled.
It is crucial to check if your ADSL subscription with Direct Telecom is still within the contractual permanency period as it would be necessary to pay the “early cancellation fee”.  Please remember that this cancellation fee is imposed on us by the ADSL network operators.
If however your ADSL permanency period has expired, then we will be able to cancel the ADSL subscription at no extra cost and get you set up with dT Sky Wire.

In any event, the ADSL subscription would only be cancelled once the dT Sky Wire is up and running at your property so you are not left without an Internet connection.

We know thousands of our customers frequently spend months away from Spain, and many have always asked us to develop a system that would allow them to temporarily “suspend” their connection while they are away and consequently pay less.  We are happy to announce that this “hibernation” feature is available with dT Sky Wire.

In order to “hibernate” your line, you must simply notify us in writing with notice of at least 2 weeks.  You must specify which calendar months you want the connection to be hibernated.  If anything changes or you are returning to Spain sooner, simply let us know so that we can activate your connection again.

During Hibernation, you will pay only 15€/month (16,05€ IGIC/€18,15 IVA) which you can do for a maximum of 6 full calendar months during the first 18 month contract and therafter a maximum of 6 full calendar months per year.  While hibernated, it will not be possible to enjoy Internet or TV services.

NOTE: Please make sure that the Hibernation Feature is possible in your area.

The engineer will install specialised equipment which primarily consists of 2 components.

1. The dT Sky Wire Antenna
2. The dT Sky Wire WiFi Router

The Antenna installation is the most important part of the setup as this will determine the quality and performance of the connection.  In some properties, it will be very easy to achieve “direct line of sight” with one of our Base Stations.  In other properties it may be necessary to install the Antenna on the roof.  Once this is installed, the Antenna requires a single specialised and shielded network cable (15m provided & included) which will run from the Antenna to the provided Wireless Router inside your property.  The engineer will configure the Antenna as well as the Router and will not leave unless your connection is up & running.

Yes.  You will be able to use a VPN service with dT Sky Wire as we do not block any ports.
If you are using the VPN to enjoy services available in other countries, then this will depend on the providers of the service.

Yes.  In fact, as a dT Sky Wire customer, you will be given FREE access to dT Media TV to enjoy UKTV.
You will of course also be able to enjoy other Streaming services such as Netflix, Amazon Prime or HBO.

Once you are connected with dT Sky Wire, you will be able to use your computer, smartphone or tablets to use the IPTV service of your choice.
The best way to enjoy dT Media TV however is with a Dune HD Set Top Box which you can connect with a Network cable to the provided Router and you can then connect to your TV using the HDMI cable.

NOTE: Some IPTV Providers using MAG250 boxes deliver IPTV services that demand tremendous amounts of Bandwidth for them to work.  While dT Media TV for instance requires only 1Mb for the SD channels and about 2.5MB for the HD channels, it seems some of these alternative IPTV providers could demand speeds of over 6MB because they use “uncompressed” techniques.  Some customers have reported their service on the MAG250 to freeze constantly even over 10MB ADSL’s and it is almost impossible to use another device on the same network at the same time.

A Fibre Optics Broadband connection is for most unquestionably the best connection one could dream of, and this is also why Direct Telecom launched its Fibre service early in 2018, BUT this doesn’t mean it is the “best” solution for everyone.  While Fibre promises to provide speeds ranging from anywhere between 20MB to 300MB connections, it is common knowledge that the “average” user needs no more than 10MB of speed if the intention is to use the Internet connection to browse, send mails, use social media and even enjoy streaming services like dT Media TV, Netflix, Amazon Prime or HBO etc.  In fact, most customers with a 6MB ADSL connection can even enjoy HD Streaming so the “need for Fibre” is really a personal choice and not necessarily a “must” to enjoy the most popular services.  Although the deployment of Fibre is picking up its pace, there are thousands of properties that will have no coverage in the foreseeable future and there will be hundreds that will probably never be reached as they will be considered to be “too far out” to warrant heavy investments in digging up roads etc.

dT Sky Wire offers all the Broadband you should need to enjoy all the services you want.

1. Installed within 5 days, so no more waiting around
2. Can reach locations that Fibre won’t reach in the foreseeable future
3. You can Hibernate the connection while you are away so you will pay just 15€/month! (+tax)

ADSL Broadband technology operates over the physical copper land line cable.  The copper wire is gradually being “phased out” and is certainly not being “maintained” any more by Movistar engineers as they want to eventually replace everything with Fiber.  The copper wire has in many cases also been “lying around” for over 30 years or so, which means it is constantly in need of maintenance due to the effects of humidity, wear and tear and is often snapped by road maintenance works or even accidental household gardening.  The optimal length for a “decent” ADSL connection for a copper wire is also limited to just 4km from the local exchange.  Over the years, we have seen many Direct Telecom customers with ADSL connections on copper wires that are much longer than this and are therefore not able to enjoy the full capacity of the connection.

dT Sky Wire solves many of these problems:

1. No need to wait around for Fibre
2. dT Sky Wire has a reach of 10Km from the Base Station
3. No more need to worry about road works affecting any wires
4. No more need to worry about humidity or deterioration of the copper wire

You must own or rent a property that is within the coverage range of our Sky Wire base stations.  You must be over 18 and will need a credit/debit card for the setup fee and bank account or credit/debit card for recurring payments as well as valid ID to contract the service.

Go to http://speedtest.net and click on “Begin Test”.

Specific details vary between alarm companies. But the point in general is that an alarm system is essentially like another phone or fax or answering machine, and it needs a line filter installed in front of it. In these cases we always advise best course of action is to contact your alarm company and find out if a central filter has already been installed and if having ADSL on the line will interfere with their alarm system in anyway. Your alarm company should be able to advise your options from there. Please be 100% clear that we take no responsibility for the correct operation of your alarm system in the presence of ADSL services. This is entirely a matter between you and your alarm system supplier.

Pro rata is the small charge that covers the gap between when you connect and when the billing cycle starts. Direct Telecom billing cycle begins on the first of every month.

Please be aware that you will be charged a pro rata amount for your plan for the days after connecting, before your first billing cycle starts. You will also be given a pro rata amount of data for this period.  Depending on the service that has been contracted (such as ADSL), you will be invoiced the pro rata of the current month plus the complete upcoming month in advance.

We issue our bills on a monthly cycle from the 1st to the last day of each calendar month. The date our bills are issued is around the 4th of every month.

Your bills are due every month between the 10th and 17th day of the month. The bill issue date is approximately the 4th of the month. Please make your payments on time to avoid getting charged a late payment fee.

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.

Asymmetric digital subscriber line (ADSL) is a type of digital subscriber line (DSL) technology, a data communications technology that enables faster data transmission over copper telephone lines than a conventional voiceband modem can provide. It does this by utilizing frequencies that are not used by a voice telephone call. A Micro filter, allows a single telephone connection to be used for both ADSL service and voice calls at the same time. ADSL can generally only be distributed over short distances from the telephone exchange (the last mile), typically less than 4 kilometres (2 mi), but has been known to exceed 8 kilometres (5 mi) if the originally laid wire gauge allows for further distribution.

At the telephone exchange the line generally terminates at a digital subscriber line access multiplexer (DSLAM) where another frequency splitter separates the voice band signal for the conventional phone network. Data carried by the ADSL is routed over Direct Telecom’s data network and eventually reaches a conventional Internet Protocol network.

In Spain, the attainable speed of the ADSL connection can vary very much from one street to another and largely depends on the distance from the exchange, the quality of the copper wire and the contention ratio’s of the DSLAM that the customer is connected to.

Internet Protocol television (IPTV) is a system through which television services are delivered using the Internet protocol suite over a packet-switched network such as a LAN or the Internet, instead of being delivered through traditionalterrestrial, satellite signal, and cable television formats. Unlike downloaded media, IPTV offers the ability to stream the media in smaller batches, directly from the source. As a result, a client media player can begin playing the data (such as a movie) before the entire file has been transmitted. This is known as streaming media.

IPTV services may be classified into three main groups:

• Live television, with or without interactivity related to the current TV show;
• Time-shifted television: catch-up TV (replays a TV show that was broadcast hours or days ago), start-over TV (replays the current TV show from its beginning);
• Video on demand (VOD): browse a catalog of videos, not related to TV programming.

IPTV is distinguished from Internet television by its ongoing standardization process (e.g., European Telecommunications Standards Institute) and preferential deployment scenarios in subscriber-based telecommunications networks with high-speed access channels into end-user premises via set-top boxes or other customer-premises equipment.

Source: Wikipedia

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.