Frequently asked questions

On fibre and 5G we use the same infrastructure as major operators in Spain, so we reach the same speeds. In Lanzarote our aerial fibre runs on our own network: we do not depend on third-party lines and bring fibre speeds over the air to your home. Yes: they are real download speeds.

No. If you only want internet, you do not need a fixed phone (on fibre it is usually included). You also do not need a contract with another company: you deal directly with us.

For internet, the necessary hardware is included and you use it free (it remains ours). Exception: SIM cards do not include equipment. TV and mobile subscriptions do not include hardware.

So far we have not connected anyone without the speed of the chosen package. If we cannot reach that speed at installation, we do not connect you.
To measure correctly: one PC only, cable directly to the LAN port, no WiFi or router in between and no other devices using the line. WiFi and slow equipment can give falsely low results.
Use a speed test in Spain (not UK, Germany, etc.): routing to a foreign server can skew results. Example in Spain.

Yes, under our terms you can browse, use social media, download and stream. When the line delivers the contracted speed, the rest depends on the TV or IPTV provider: we do not guarantee a specific IPTV system. Sometimes one provider works and another does not, due to boxes, servers or routes. Buffering is not always your internet's fault; often it is traffic or congestion at the source. If your IPTV fails, fibre is often blamed first, but that is not always the cause.

No. Nothing is limited on our side.

Yes. Several IPTV or Netflix streams at once use bandwidth and leave less for browsing or video calls. P2P can saturate the line even after you close the program, because others keep trying to connect. Simultaneous uploads also reduce download: ACKs can use up to a quarter of your upload capacity. If you use P2P, limit uploads to a minimum so you do not lose download speed.

Yes. We deliver the connection and, if it works well, our job is done until you report a fault. We can check the line remotely and, if the problem is ours, send a technician. If the line is fine but your WiFi, PC or other home equipment fails, we can also help for a separate fee. Prices on contact.

Wait a while: the internet is global and sometimes some destinations are slower without it being our fault. Try google.com: if it loads, the site you visit may be congested. In Lanzarote there are sometimes brief outages on the link to the mainland. Check P2P, IPTV or servers at home. If it persists, email info@telecomcanarias.com or support.

No residential operator guarantees that, even if they do not say so. We offer best effort and improve the network continuously. On fibre there are almost no speed complaints; on mobile 5G it depends how many people share the mast in your area, especially at peak times.

No. The residential line is for your home, not for resale or sharing outside the installation. Reasonable use: email, web, gaming, streaming. Servers or commercial use require a business contract with us.

It is not included, but can be ordered. Email info@telecomcanarias.com and we will inform you.

5G is a mobile connection: you receive a router that runs on mains or battery. You can move it around the house, garden, beach or travel in Spain where there is coverage.

Yes, on all fixed connections at maximum speed. Exception: 5G SIM with a fixed GB allowance (e.g. 400 GB): when used up, the line stops until the next period.

We do not cap below 150 Mbps on those packages: you get the maximum 5G at your location. In a good area you can approach the theoretical speed; in rural areas it is often between 10 and 30 Mbps.

For much of Lanzarote, yes. Off the island and on 5G we are an MVNO: we use Orange, Vodafone, Movistar infrastructure and choose the best operator for the area.

Yes. Wherever you live in Spain we can provide fibre, TV or mobile: all Canary Islands, Balearics and mainland.

We handle it with you. Sometimes we cannot cancel your previous contract for you, but we guide you in any case.

There is always an agreement with us. "6-month contract" means you cannot cancel before that period. "No commitment": you can leave from the first month. Lower prices with commitment. After the minimum, the subscription continues month to month until you cancel. Loaned hardware is ours: it must be returned when you leave.

After 6 months (or the term you choose) it renews month by month automatically. No need to sign another year: it stays active and billed until you cancel.

We activate Monday to Friday during business hours. In Lanzarote, order with 2 days margin. Off the island, postal delivery. Friday night orders are processed on Monday.

eSIM: free and immediate activation by email. Physical SIM: shipping cost per catalogue plan (IGIC included). The exact amount is shown on telephone.cfm and when configuring your line in the cart.

No. Each month you start again with the contracted package (e.g. 400 GB, not 450 if 50 were left over).

5G SIM with fixed GB: stops working until next month (or next period if you bought several months). Mobile with GB: continues at reduced speed until day 1. Unlimited: national data and calls without usual cap; fair use up to 350 GB/month, then browsing at 32 kbps. Unlimited calls: 5,000 min and 150 destinations/month; above that, €0.20 + €0.25/min. Notice at 3,000 min.