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To improve the quality of our service.
To increase current speed to 300 Mbps.
To have a network for the future.
An Andorra Telecom technician will come by your house to change your fibre optic box for free (the ONT, the device that provides you with telephone, internet and television service) and to bring you a new router.
Andorra Telecom will ring first to let you know when we come by. If this time does not work for you, ring 70 70 70 to choose another. The services you have contracted will not be operable until we have changed the ONT at your household and in the neighbouring homes.
Order of the change and what stage we are at right now:
Changing the ONT and the router will take approximately 45 minutes. Nevertheless, your contracted fibre optic service (telephone, internet or television) will be affected for around three hours the day we make the change.
First of all, you can hire the router recommended by Andorra Telecom, which has been validated to provide the 300 Mbps of the new fibre optic. In addition, you’ll have to check that your Wi-Fi devices have obtained the Wi-Fi AC standard. This standard enables you to obtain a theoretical bandwidth well above 300 Mbps. Generally speaking, the compatible devices are new generation, such as the iPhone 6s and the iPhone 7. The Andorra Telecom router will always have a specific Wi-Fi network compatible with the Wi-Fi AC standard, known as “MevaWifi-5G” (the name is an example - 5G enables you to recognize the network in the 5 GHz band), and another compatible with the other Wi-Fi b/g/n standards, known as “MevaWifi” (the name is an example, compatible with the 2.4 GHz band). To enjoy the 300 Mbps to the full, Andorra Telecom recommends having WAP2-AES as an encryption system for the two Wi-Fi networks (“MevaWifi” and “MevaWifi-5G”). The other encryption modes (WPA, TKIP) do not guarantee the above. If you don’t hire the Andorra Telecom router, check that your router has the features indicated above and that it is properly configured and connected to the new fibre optic network.
It has coverage equivalent to the models available in the market. You have to bear in mind the place where it is located and the structure of the home (the walls). If you want to have maximum Wi-Fi coverage at home you have the option of purchasing a repeater.
If the customer so wishes, the parental control will be activated during the installation. If it is not activated then, the customer will be able to do so later by accessing the router portal. The router manual can be found on our website.
The technician will configure the router so that your devices go on working. To facilitate the installation, the customer should have the network name and the current password of the Wi-Fi network to hand.
Yes. The technician will configure the router in accordance with all the information provided by the customer.
No. During the installation, the technician will leave the network configured with the same name and password as the current network, as long as the customer provides this information. What we can do remotely and at any time is a reset, which will configure the network name and the password the router has by default. This information can be found on a sticker on the back of the device.
There is no set period of obsolescence for the device. Even so, Andorra Telecom will ensure that the router fleet is kept up to date.
You will have telephone support from Andorra Telecom to help you solve the problem. In the event of a malfunction in the Andorra Telecom router, a technician will come and solve the problem or replace the device.
No. You can unsubscribe from the service at any time.
Yes. A charge will be applied for router malfunctions unrelated to regular use.
That depends on many factors, including the proximity to the device. You can connect as many as 20 devices.
If you have these controls, you just have to configure them.
You can hire one model or another at any time at no extra cost. The monthly instalments of one and the other will be extended. Switching from a basic model to a professional model will entail arranging an appointment for the installation and configuration of the device, should you wish to have the automatic contingency feature, for example.
We recommend keeping the use of passwords confidential, for security reasons. In the event that you wish to share Internet access, you can use the Wi-Fi Guest feature. You can configure it on the router and it enables you to have an independent Wi-Fi network for your guests.
There is a button on the router allowing you to fully disable its Wi-Fi signal whenever you want.
There is no restriction on doing so. You just have to be very careful when connecting the device to the ONT (the fibre wall box) and not use the wrong port for the ONT (it is usually port 1).
You can connect up to four devices per cable.
You can hire either of the two router models (basic or professional) for each Internet access you have subscribed to.
If you move flat, you’ll have to take the router to your new home and have the installation done yourself. To obtain the full speed (300 Mbps) you need to have the new Huawei fibre box in your new home. Otherwise, the maximum speed will be 100 Mbps.
Whenever you detect a malfunction or a problem with the router, you should call the free customer service number (115) for technical support. Andorra Telecom has remote connection tools to perform a diagnosis. You will just have to check whether everything is properly connected and plugged into the electrical current.
Category 5 or 6 cabling will enable you to connect wired devices to the router and enjoy the 300 Mbps to the full.
No. This is an automatic process and, once the 12-month offer has ended, we will start invoicing you for the router hire.
No, under no circumstances. We will only be able to make changes such as re-establishing the Wi-Fi password, restoring the router to the factory parameters and checking the status of the router’s Internet connection in the event of an incident.
Yes. The router box includes a manual for performing basic configurations. You can also check the manual on our website or call the free customer service number (115) so that we can provide support during the configuration.
Andorra Telecom provides a set of services and materials inseparable from its offer. The router cannot be bought on its own.
The router must be returned to our sales office and you will be unsubscribed from the service accordingly. The material must be returned without any damage and with all its components: