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In order to make a product modification or a change to direct debiting, you must present:
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.
If you are an individual customer and wish to contract an Andorra Telecom service, you must 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.
Yes. In the case of prepaid services, you just need to bring your ID or passport to our commercial office.
If you would like a postpaid service, you would need to bring to our commercial office your passport or ID card, an Andorran bank account number with the corresponding IBAN number, and a residence permit valid for at least one year. If you are unable to fulfil either of the two conditions above, you must leave a deposit of €120 for each requirement you cannot meet. Your deposit would be returned to you when you cancel the service.
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.
En vous enregistrant sur notre portail ou en appelant au 115 et en confirmant les données.
Invoices can be paid:
Banks and SWIFT:
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).
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:
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.
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.
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.
We only have "long-term" contracts on the guide (14 monthly instalments) and the public local pack.
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.
To continue browsing even though you have used up all the data in your plan, you have 2 options:
The call forwarding codes for your mobile phone are:
Activate: **21*Forwarding target number#call
Forwarding for no response (after 15 seconds)
Activate: **61*Forwarding target number#call
Forwarding for lack of coverage:
Activate: **62*Forwarding target number#call
Forwarding when busy (occupied):
Activate: **67*Forwarding target number#call Deactivate: ##67#call
Cancel all call forwarding options: *##002#call
You may change the PIN on your SIM card in the menu options of your mobile phone.
If you prefer not to have voicemail service, call 115 and we will cancel the service.
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.
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.
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.
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.
You must come to a sales office or call 18003478.
By dialling *101 # you can check your remaining balance and find out until when it is available. There is no charge for this service.
At the Andorra Telecom website, in the Prepaid mobile telephony section.
At branch offices of Andbank and Crèdit Andorrà, or official distributors See map to find your nearest sales point: distributor locations.
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:
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.
Each refill card adds a few months of validity to your card:
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.
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:
Call 115, to verify the refilling status.
If you would like the fibre-optics service at your home, you must pay a one-time registration fee of €50.
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.
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.
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.
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.
Andorra Telecom recommends a maximum of 3 telephones per telephone port on the fibre-optics box.
Yes, you may have an automatic telephone answering machine by contracting a telephone line.
Yes, it is possible to forward calls from your home number to your mobile phone.
The call forwarding codes are as follows:
Activate: *21* Target number#
Indirect forwarding (sent if the call is not answered within 15 seconds):
Activate: *61* Target number#
Yes, Andorra Telecom can provide rental telephone sets.
The velocity that Andorra Telecom provides is up to a maximum of 700Mbps. The Wi-Fi devices you use (router, mobile phones, tablets, computers, etc.), plus the location of the room, may result in much lower speeds.
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.
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.
To prevent someone from connecting to your Wi-Fi network, we recommend using a password and changing it regularly.
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.
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.
You can purchase a Wi-Fi signal repeater at any computer store, which must be properly configured.
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.
*This decoder only comes with the Movistar+ Family package.
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)
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.
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.
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.
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
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.
In order to register a new company as a customer, you need to present:
Modifications and/or service contracting can only be carried out by the line subscriber or authorised persons.
The line subscriber or authorised individuals may call their agent or 115 with data confirmation.
If you call 115 we will inform you of who your sales agent is and provide their contact data.
The customer platform will keep you informed about all the services you have contracted with Andorra Telecom and your consumption data. You can also:
Customer suggestions are always welcome and help us improve what we do. You can put forth your suggestions by sending us an email at firstname.lastname@example.org
Andorra Telecom's customer service hours are as follows:
You have different channels for registering a complaint with Andorra Telecom: