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Títol Preguntes Freqüents ENG

Frequently Asked Questions

PREGUNTES FREQÜENTS - MENÚ FLOTANT

PREGUNTES FREQÜENTS - MODIFICACIONS

Modifications

What documentation must I present in order to make a product modification or a change to my direct debiting?

In order to make a product modification or a change to direct debiting, you must present:

  • Signed authorisation (when not the titleholder)
  • Customer identification / passport number
  • Bank identity card with IBAN account.

 

What must I do to make a name change?

To make a name change, the service transfer form must be completed, and the identity documents of both parties must be presented. If one of the parties cannot come, a signed authorisation must be presented.

PREGUNTES FREQÜENTS - CONTRACTACIÓ

Service Contracting

What documents must I present in order to register as a new individual customer?

If you are an individual customer and wish to contract an Andorra Telecom service, you must present:

  1. ID or passport.
  2. Residence document (if not Andorran).
  3. Bank identity card with IBAN number.
  4. The NRT number.

May I come in and make a transaction if I am not the subscriber? What documentation must I present?

If you are not the service subscriber and you would like to realize a modification, you must present the authorization form currently found on our website. Furthermore, you must also present the passport (or photocopy) of the authorised customer and the IBAN card, if you wish to change the direct debiting.

I am currently working in Andorra for the winter season. May I contract Andorra Telecom services in my own name?

To contract services for the winter season, you must present:

  1. Your identity document or passport.
  2. You temporary residency card (if your residency permit is less than one year, you must leave a 120€ deposit).
  3. IBAN number for direct debiting your invoices. Should there be no invoices, you must leave a deposit.

PREGUNTES FREQÜENTS - FACTURACIÓ

Invoicing

How can I find out the amount of my invoice?

To find out the amount of your invoice, all you have to do is register on the Andorra Telecom website in the customer platform, enter your telephone number or email address, and you will receive the total amount at the time when the invoice was issued.

By registering on our platform or by calling 115 with data confirmation.

En vous enregistrant sur notre portail ou en appelant au 115 et en confirmant les données.

How can I make a payment for a pending or returned invoice?

Invoices can be paid easily through any bank in the country by bank transfer or cash payment to any of the accounts pertaining to ANDORRA TELECOM:

  • Andbank AD38 0001 0000 4125 0840 0100
  • Banc Sabadell d’Andorra AD35 0008 0090 3812 0074 2538
  • Crèdit Andorrà AD42 0003 1101 1176 5841 0101
  • Morabanc AD38 0004 0018 0001 2000 6010
  • Vall Banc AD75 0025 0006 3412 4629 1219

If you happen to be abroad, a transfer (charged to the customer) can be made to any of these accounts or by calling our customer service line (301115) to make a payment by credit card (paylink).

What information do I need in order to make a payment?

Remember to specify your telephone number (or service number) as the concept for the invoice you want to pay. For smoother processing, you can send the payment receipt to Andorra Telecom through the following channels:

  • ge_fax_facturacio@andorratelecom.ad
  • Fax: 861 990

What happens if I have paid my invoice and the services remain blocked?

The services reconnect within a maximum of 24 hours after Andorra Telecom has received the payment receipt, with the details indicated above.

*On Fridays and days prior to holidays after 4:00 pm, services will not be reconnected until the following working day. Services are not reconnected on Saturdays or Sunday.

I paid my invoice and the services had been cancelled

The services cannot be reconnected. Once pending invoices and the required deposit have been made, the customer must go to the sales agency to re-sign the contracts. For additional information, please consult the website, call 115 or come to one of Andorra Telecom's sales offices.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - TITOL

Products

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - GENERAL - TITOL

General

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - GENERAL

What must I do to cancel my services? Is it immediate?

You may cancel your services over the telephone, unless there is material to be returned. You must come to an agency in person if you have contracted a TV pack or rental telephone, as the material must be returned (TV decoder, Euroconnector cable, Ethernet cable, HDMI cable, electrical cable and remote). The service will be cancelled immediately. If you prefer, the cancellation may be effective at a future date, that is, on the date you prefer your services to be cancelled. If your bank account is closed, you must pay the final bill. Remember not to touch the ONT or its electrical cable.

Are there long-term contracts? On which products?

We only have "long-term" contracts on the guide (14 monthly instalments) and the public local pack.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - MOBILAND - TITOL

Mobiland

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - MOBILAND

What should I do if I have lost my mobile phone or SIM card?

If you have lost your mobile phone or SIM card, call 115 (+376301115 if calling from outside Andorra), and you will be asked to confirm your data. We will then block your mobile phone. If you happen to find your phone, you may call again to unblock it and begin using it once again.

I have used up all the data available within my Mobiland plan. What options do I have to continue using the web?

To continue browsing even though you have used up all the data in your plan, you have 2 options:

  1. You may continue browsing free-of-charge at a low speed until the end of the month (except for the Mobiland 5 plan)
  2. Contract one of the following supplementary plans: 1GB (€10), 3GB (€19) or 5GB (€25). You may do this from the customer platform on the Andorra Telecom website or by calling 115.

What are the call forwarding codes for my mobile phone?

The call forwarding codes for your mobile phone are:

Direct forwarding:

Activate: **21*Forwarding target number#call

Deactivate: ##21#call

Forwarding for no response (after 15 seconds)

Activate: **61*Forwarding target number#call

Deactivate: ##61#call

Forwarding for lack of coverage:

Activate: **62*Forwarding target number#call

Deactivate: ##62#call

Forwarding when busy (occupied):

Activate: **67*Forwarding target number#call Deactivate: ##67#call

Cancel all call forwarding options: *##002#call

How can I change the PIN on my SIM card?

You may change the PIN on your SIM card in the menu options of your mobile phone.

How can I cancel the mobile phone voicemail service?

If you prefer not to have voicemail service, call 115 and we will cancel the service.

What is the difference between 2G, 3G and 4G?

The difference between these three technologies is the speed at which data is transferred (browsing speed). The maximum speed a single user of the network can reach with the different connections is: 2G: 64Kbps (0.06Mbps) 3G: 42Mbps 4G: 150Mbps.

How can I configure my telephone to have 3G or 4G?

First of all, we have to activate the data service and then you must configure your mobile phone with the internet APN, which will allow you to use the web whether you are in Andorra or abroad. The steps for configuring this parameter are as follows:

For iOS: the latest versions of iPhone do not require you to input the name of the APN. If you have already contracted a data service, you can use the web. If necessary, go to settings - mobile data - mobile data options - mobile data network - mobile data, and type internet in the APN field

For Android: go to Wireless Connections inside the settings menu.

Can I have Internet service outside Andorra? At what cost?

In order to connect to the Internet outside Andorra, use your apps, etc., you have to have the data roaming option enabled. Call 115 and we will activate it immediately. If necessary, we will help you configure your mobile phone. You will have to set the APN to internet in the data settings of your terminal. You will find the rates in the roaming section of the website.

How can I find out how many minutes, SMS and GB I have left in my Mobiland plan?

You can quickly and easily find out this information by using the Andorra Telecom app, which you can download from the Apple Store or the Google Play Store.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - MOBILAND CLIC - TITOL

Mobiland Clic

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - MOBILAND CLIC

What must I do if I want to sell Clic cards and/or start-up kits?

You must come to a sales office or call 18003478.

How can I check the balance on my Clic card?

By dialling *101 # you can check your remaining balance and find out until when it is available. There is no charge for this service.

Where can I refill my Clic card?

At the Andorra Telecom website, in the Mobiland Clic section.

At branch offices of Andbank and Crèdit Andorrà, or official distributors See map to find your nearest sales point: distributor locations.

 

Can I use the Internet with my clic card? What must I do?

First you must configure your mobile phone with the APN internetclic

Once the settings are changed, you have 3 plans which you may purchase by SMS from your phone:

  • 24h Plan / €1 / 50MB è send an SMS without text to 101
  • 48h Plan / €3 / 250MB è send an SMS without text to 102
  • 7-Day Plan / €5 / 500MB è send an SMS without text to 103

To find out the remaining balance of the data plan you have purchased, send an SMS without text to 123 and we will tell you how many MB you have left. If your phone does not allow you to send an SMS without text, type in a blank space.

These data plans can be used within Mobiland coverage. Pre-paid card roaming does not permit data service.

How long are clic cards valid for? What about refills?

Each refill card adds a few months of validity to your card:

  • €15 refill: 2 months of validity
  • €30 refill: 5 months of validity
  • €60 refill: 7 months of validity

Every time you refill your card, you extend the validity of the card, provided you never reach €0. If you reach €0, you have 8 months to refill it. If you don't, you will lose the number. If you refill it, the validity of your card will begin again according to the amount you have put on it.

Can I call from outside Andorra with my clic card?

You may send and receive SMS messages from outside Andorra, and receive calls from any country with which we have roaming agreements.

You may make calls from:

  • Spain through Movistar and Orange
  • France through Bouygues and Orange
  • Portugal through Nos
  • Italy through Vodafone
  • Germany through Vodafone
  • Ireland through Vodafone
  • Romania through Vodafone
  • Turkey through Vodafone
  • Czech Republic through Vodafone

I have refilled my card, but it is not reflected in my balance. What should I do?

Call 115, to verify the refilling status.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - FIBRA ÒPTICA - TITOL

Fibre-Optics

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - FIBRA ÒPTICA

Must I pay the fibre-optics connection fee if I want it for my home?

If you would like the fibre-optics service at your home, you must pay a one-time registration fee of €50.

How long does the fibre-optics installation take?

The fibre-optics technical installation takes a maximum of 15 to 20 working days, but it is usually done sooner. If you are moving to a house already with a fibre-optics installation, the change takes place within a maximum of 24 hours. However, if your new residence does not have fibre-optics access, the changeover will be made within a maximum of 10 working days.

How will I know if the flat I have rented has fibre-optics?

Most flats already have a fibre-optics installation. The fibre-optics box (called the ONT) is generally installed next to the television. If the flat does not have an ONT, call 115 or go to the sales office to find out what steps are needed to get one.

Can I install the ONT in another room in the house instead of having it next to the TV?

Yes, the ONT may be installed in a room even though there is no TV nearby.

Andorra Telecom recommends installing it, when possible, next to the television in order to avoid having to connect the cables through the house from the ONT to the television, should you decide to contract television service in the future. In order to move an existing ONT, you must check with Andorra Telecom by calling 115 or come to a sales office to evaluate the complexity of the modification.

The price of a second TV decoder is €5/month.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - TELEFONIA FIXA - TITOL

Fixed Telephony

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - TELEFONIA FIXA

Do I have to purchase a special telephone or make a new installation?

It is not necessary to purchase a special fibre-optic telephone. Most handsets sold in stores tend to be compatible with fibre-optics. Only old phones that function with tones are incompatible.

How many handsets can I have at home?

Andorra Telecom recommends a maximum of 3 telephones per telephone port on the fibre-optics box.

Can I have a telephone answering machine with fibre-optics?

Yes, you may have an automatic telephone answering machine by contracting a telephone line.

Can I forward the land line to my mobile phone?

Yes, it is possible to forward calls from your home number to your mobile phone.

The call forwarding codes are as follows:

Direct forwarding:

Activate: *21* Target number#

Deactivate: #21#

Indirect forwarding (sent if the call is not answered within 15 seconds):

Activate: *61* Target number#

Deactivate: #61#

I would prefer not to purchase a new telephone. Can I rent one from AT?

Yes, Andorra Telecom can provide rental telephone sets.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - INTERNET - TITOL

Internet

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - INTERNET

What difference is there between basic Internet and the fibre-optic service offered by AT?

The difference resides in the navigation speed and volume of traffic included. Basic Internet has a speed of 1Mbps and offers 2GB of international traffic. Other packs that include Internet have speeds up to 100Mbps, and even 300Mbps with the new fibre-optic network, while the volume of international traffic runs at a maximum speed of 200GB.

Is it true that I will have speeds of 100MB or 300MB at home?

The velocity that Andorra Telecom provides is up to a maximum of 100Mbps, and up to 300Mbps with the new fibre-optic network. The Wi-Fi devices you use (router, mobile phones, tablets, computers, etc.), plus the location of the room, may result in much lower speeds.

Do I need a Wi-Fi router in order to connect to the Internet?

It is recommended, but not essential. The ONT connection must be through a category-6 Ethernet cable, and a desktop computer or a device with an Ethernet port. You also have the option of buying a router from Andorra Telecom.

How many devices can be connected at the same time?

It depends on the router you have installed. Remember that the more devices that are connected at the same time, the slower the Internet navigation speed will be, as the velocity is distributed among all the devices.

Is it true that my neighbour can use my Wi-Fi? How can I prevent this?

To prevent someone from connecting to your Wi-Fi network, we recommend using a password and changing it regularly.

My Internet seems to be going very slowly. How can I check it?

You can check your speed on the website below, which we recommend: http://www.speedtest.net/. To check the actual velocity that reaches your fibre-optics box (ONT), you can plug your computer directly into the ONT, and carry out the same operation.

How can I find out whether I have exceeded the GB included in my pack?

You can check your consumption at the Customer Platform on the website at www.andorratelecom.ad or by calling the customer service line at 115.

What must I do to connect my SmartTV to the Internet? What about my PlayStation?

You have to find your Wi-Fi network and connect using the options menu of your SmartTV or PlayStation. You can also plug the Wi-Fi cable directly into the router.

I have a very large flat and the Wi-Fi signal doesn't reach everywhere. What can I do?

You can purchase a Wi-Fi signal repeater at any computer store, which must be properly configured.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - TELEVISIÓ - TITOL

Television

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - TELEVISIÓ

What do I need in order to watch television through the fibre-optics network?

  1. You must have an activated fibre-optics installation. We can verify this if you call 115 and indicate your land-line telephone number.
  2. You have to contract a sales package that includes television service, such as Televisió Mini (link) or one of the Movistar+ options.
  3. Once the service is contracted, you must come to a sales office to pick up your decoder and remote control.

If I contract fibre-optics, will I no longer be able to watch the DTT I have now?

You will have all the DTT channels available in any of the television options we offer, plus a wide selection of French and Spanish DTT channels, and much more. What's more, most of these channels will be available in high definition so you can enjoy the best quality image.

What functionalities does the STB from AT have?

  • High-definition channels.
  • A theme-based mosaic of channels easily accessed on Dial 0
  • It can link up to the Andorra Telecom app to let you change channels and check the programme schedule from your mobile phone
  • Programme recording and live pause. Have a look at the advantages.
  • The purchase of the latest film releases with your remote control. (just a few months after the cinema release)
  • Options for original version and subtitles

*This decoder only comes with the Movistar+ Family package.

Can I watch TV through my computer or mobile phone?

Being a Movistar+ customer means enjoying a multi-device service that allows you to get the most out of your TV package by connecting from your mobile phone, tablet, computer or Smart TV.

Movistar+ in multi-devices allows you to watch TV channels, live and entire seasons of your favourite series, film releases, documentaries, etc. on demand.

In short, you can watch TV wherever and whenever you want (link to Movistar+ in multi-devices)

How many TVs with fibre-optics can I have in my house?

Up to 2 television sets. The second TV will have the same channels available as the first TV. There will first have to be a category 5 or 6 cable connection. In order to have the signal reach a second TV. The price of an additional TV decoder is €5/month.

Barça or Real Madrid are playing tonight. Can I purchase the match?

You can enjoy the match right now by calling 115.

You can also access the private customer platform (link to the private customer platform) or by calling 115.

All you have to do is buy the Movistar+ FOOTBALL package and synchronize the package channels: beIN SPORTS LaLiga, Movistar Futbol, Movistar Partidazo beINSPORTS.

In order to purchase a new channel/TV package, do I have to go to the sales office?

No, you don't. Just by accessing the private customer platform on the website or calling 115, you can activate the TV package right away, provided you have already contracted a TV package.

I've forgotten my VOD film purchasing code. How can I recover it?

Simply call 115, once we have confirmed your data, we will provide you with the purchasing code

You can also find the code in your private customer platform on the website

PREGUNTES FREQÜENTS - PIMES

Companies

What must I do in order to appear in the Telephone Guide? What about in the 111 Telephone Information Service?

In order to be found in the Telephone Guide and our Telephone Information Service 111, you must register with our sales office. Once you have registered in the Telephone Guide, you will be automatically registered with the Telephone Information Service 111 and our e-Guide.

What documents do I need to present in order to register a new company?

In order to register a new company as a customer, you need to present:

  1. The company register.
  2. The legal representative noted in the company records or registry of representatives must register in person, with authorisation as agent/ proxy or power of attorney.
  3. La Guia Business Register.
  4. The ID/Passport of the individual concerned.
  5. Tax ID no. (NRT).
  6. Bank card with IBAN number.

How can I make modifications and/or contract services?

Modifications and/or service contracting can only be carried out by the line subscriber or authorised persons.

How can I find out the PIN and/or PUK of my company card?

The line subscriber or authorised individuals may call their agent or 115 with data confirmation.

How can I find out who my sales agent is and make an appointment?

If you call 115 we will inform you of who your sales agent is and provide their contact data.

PREGUNTES FREQÜENTS - PRODUCTES I SERVEIS - ESPAI CLIENT

What can I do from my customer platform?

The customer platform will keep you informed about all the services you have contracted with Andorra Telecom and your consumption data. You can also:

  • Check or modify your personal data
  • Change your password
  • Check or modify the products your have contracted
  • Check and pay your latest invoices
  • Check the details of your consumption in the current month: land line, mobile phone, Internet
  • Create a report of your call details
  • Receive an email and/or SMS with the amount of your invoice as soon it has been issued.
  • Pay pending invoices

PREGUNTES FREQÜENTS - ALTRES

Others

How can I make suggestions for improvement to Andorra Telecom?

Customer suggestions are always welcome and help us improve what we do. You can put forth your suggestions by sending us an email at info@andorratelecom.ad

What are Andorra Telecom's customer service hours?

Andorra Telecom's customer service hours are as follows:

  • Andorra la Vella Sales office:
    Monday to Friday, 8:30 am to 8:00 pm.
    Saturday, 8:30 am to 1:30 pm
  • Sant Julià de Lòria Sales office: Tuesday and Wednesday, 8:30 am to 3:00 pm.
  • La Massana Sales office: Friday, 8:00 am to 2:30 pm
  • Pas de la Casa Sales office: Thursday, 8:45 am to 2:45 pm
  • Free telephone assistance number 115 (+376301115 from abroad): Monday to Friday, 8:00 am to 12:00 am. Weekends and holidays, 9:00 am to 11:00 pm.
  • Telephone Information 111: 365 days a year, 7:00 am to 12:00 am.

How can I register a complaint with Andorra Telecom?

You have different channels for registering a complaint with Andorra Telecom:

  • By telephone, calling the free customer service number 115 (or +376301115 when calling from abroad). Opening hours: Monday to Friday, 8:00 am to 12:00 am, weekends from 9:00 am to 11:00 pm.
  • By post (Andorra Telecom – C/ Prat de la Creu, 2 AD500 Andorra La Vella).
  • By email to info@andorratelecom.ad.
  • In person at our sales offices located in Andorra La Vella, La Massana or Sant Julià de Lòria. For office hours, click on the link in the FAQ.
  • In writing, using the official complaint form or on our web site: link.