Frequently asked questions

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.

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.

Si ets un client particular i vols contractar algun servei a Andorra Telecom, cal que portis:

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.

Yes, you can register as an Andorra Telecom client through our website, accessing the Temporary internet. If you prefer, you can also do it in our store.

If you would like a contract service, you would need to bring to our store 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.

Consult and download your Andorra Telecom invoices by accessing the Online Store, the app or our website. We explain the process step by step.

Invoices can be paid:

· The fastest and most efficient way to pay a pending invoice is by entering the Online Shop on the website and paying by credit card. You can check your invoices here and pay them if you want to. Payments and service reconnections are made on the same day.
· You can also pay a pending or returned invoice into any Andorra Telecom account by bank transfer or with cash at any bank in the country. Payments and service reconnections will be made on the next business day.

Bank accounts:
· Andbank: AD38 0001 0000 4125 0840 0100
· Creand: AD42 0003 1101 1176 5841 0101
· MoraBanc: AD60 0007 0018 0001 2000 6010

Banks and SWIFT:
· Andbank: BACAADAD
· Creand: CRAADAD
· Mora Banc: BINAADAD

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 a telephone number as the concept for the invoice you want to pay. If you have not done so or have forgotten about it, send us the the payment receip and the details of the invoice you wish to pay, in the following link:

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 public local pack.

When you leave Andorra, activate daily voice or data roaming and stay connected! We explain step by step how to set up daily roaming from the app and the web.

If you are a Rate M user, you can use 100% of your data and calls in roaming in Spain, France and Portugal. Activate it from the Online Store, from the app or the website.

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.

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

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

If the SIM card security code is entered incorrectly multiple times, the SIM card will lock. This will require you to enter a PUK security code to use your device again. You can check the your SIM card PUK code entering your account either from our website or from the mobile app.

The Voicemail enables you to record messages if you’re busy or away and listen to them wherever you are.
The free Answerphone service records messages when you can’t take a call.

You can customise your Voicemail’s welcome messages. For example: “You’ve called Joan and Cristina’s home, please leave your message when you hear the beep” or “Our lines are busy, please call back in a few minutes”.

This service also includes a mailbox that only allows one to listen to an informative or welcome message without recording anything. For example: “We inform you that we will be on holiday from 1st to 31st August”.

To access Voicemail and set it up, call 171 (or +376 301 171 if you’re roaming). When you access it for the first time, you’ll have to choose your PIN and language.

You can also configure the mailbox or listen to your messages via another phone (or when you’re roaming) by calling +376 848 888.

Choose the situations you want the voicemail to start in by dialling the corresponding codes:  
​​​​​​​
•    When the mobile is switched off or without a signal, dial *62*376690+mobile number#
•    When you can’t answer a call, dial *61*376690+mobile number#
•    When you’re busy or you want to reject a call, dial *67*376690+mobile number# 
•    If you want all your calls to go to voicemail, dial *21*376690+mobile number# 

To disable forwarding, dial #002#

Choose the situations you want the Voicemail to start in by dialling the corresponding codes:

•    If you can’t answer a call, dial *10#. Disable it by dialling #10#
•    If you want all your calls to go to voicemail, dial *21*200#. Disable it by dialling #21#

You must come to a sales office or call 18003478.

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.

If you would like the fibre-optics service at your home, you must pay a one-time registration fee of €55.

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.

However, we recommend 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.

You must have an activated fibre-optics installation. We can verify this if you call 115 and indicate your land-line telephone number.

You have to contract a sales package that includes television service, such as Televisió Mini or one of the Movistar Plus+ options.
Once the service is contracted, you must come to a sales office to pick up your decoder and remote control.

If you are a MovistarPlus+ or a TV Mini user, you can link your TV set-top box with the Andorra Telecom app.  By doing so, you will be able to use your mobile phone as a remote control.

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

In order to be found in the Yellow Pages and our telephone information service 111, you must register with our sales office or through paginesgrogues.ad. Once you have registered in the digital Yellow Pages, you will be automatically registered with the telephone information service 111.

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

· The company register.
· 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.
· The business register.
· The ID/Passport of the individual concerned and the NIA.
· Tax ID no. (NRT).
· Bank card with IBAN number.

Modifications and/or service contracting can only be carried out by the line subscriber or authorised persons with a consultant or business manager.

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. You can also send an email to empreses@andorratelecom.ad