FIBRE AND MOBILE

• In order to connect to the Internet when outside of Spain, you must first make sure “roaming” is activated. The default setting for all lines is for this option to be disabled. Check on your app if your plan includes any active roaming restrictions, you can check this in the “restrictions”- “Data” section.
• If your roaming is disabled, you will have to activate it by calling your phone operator. If you do not enable this option, you will only be able to connect to the Internet via Wi-Fi.
• In order to connect your device, the APN must be configured correctly. Click on this link to view our step-by-step guide. If you do not activate this option, you will only be able to navigate by connecting to a Wi-Fi network.
• In order to connect your device, the APN must be configured correctly. Click on this link to view our step-by-step guide.

Avatel reserves the right to track and monitor your roaming activity for the last four months . If during these four months you spend more time abroad than in Spain and have used more data in data roaming than in Spain, we will send you an SMS informing you of this and an additional data roaming charge could be applied: €0.032/min, €0.05/SMS and €7/MB.

You can call customer services free of charge. You can contact customer services from abroad, making sure to add the country code +34 when you dial: +34 910 800 910.

No, when you get back to Spain your normal mobile data service will automatically resume. You can also deactivate roaming in your mobile data settings if you prefer.

If you have asked for your roaming to be activated and have adjusted your APN settings, but are unable to make outgoing calls or connect to the Internet when you arrive in your destination country, you may have to manually change the mobile and type of network you are connected to. Select the model of your device and follow the step-by-step guide: Samsung Iphone Xiaomi Huawei Oppo Blackview

Even after activating roaming, sometimes you may still have to adjust the APN settings on your mobile. Check how to adjust your settings here.

Yes, if you wish to call Spain or a Spanish number while abroad you must first dial +34 followed by the telephone number. Remember that the + symbol appears on your mobile when you hold down the 0 key.

At Avatel we track your roaming activity for the last four months. If you have used more data in data roaming than in Spain, you will receive an SMS informing you of this and an additional data roaming charge could be applied.

The cost of receiving calls varies depending on what country you are in. If you receive a call while in an EU country (zone 1), there’s no problem! The conditions are exactly the same as they are for your plan when you are in Spain, meaning there are no additional charges for receiving calls. If you are in a country belonging to a different zone, additional charges will apply when receiving calls

Remember that countries such as Andorra, Monaco and Switzerland are not listed in roaming zone 1, meaning that additional charges apply when receiving calls in these countries. You can check the rates for the country you are travelling to in our country finder.

The rates and conditions of your current plan still apply, there is no extra cost.

Your normal Avatel rates apply in some non-EU European countries, such as Norway and Iceland. Check the rates and conditions for the country you are travelling to in our country finder.

You can find out how much voice and Internet data you have used by logging into My Avatel or by calling 1790. . Remember that if you look this up or call 1790 when abroad, you will be charged according to the rates and conditions for the country which you are in.

Yes, you can buy add-ons to get minutes for international calls to mobiles and landlines:

Add-ons for international calls to mobiles
100 minute add-on for mobile to mobile calls €4/month inclusive of tax
300 minute add-on for mobile to mobile calls €9/month inclusive of tax

Add-ons for international calls to landlines
200 minute add-on for landline to mobile calls in the EU: €9.99/month inclusive of tax
500 minute add-on for landline to landline calls in the EU: €4.99/month inclusive of tax

Roaming applies when you use your phone outside of Spain for making/receiving calls, sending/receiving SMS and for connecting to the Internet using data.

International calls are calls made from Spain to mobile or landline numbers outside of Spain. An additional charge applies to these calls, unless you have subscribed to an add-on giving you international minutes. Click here to see what international calling rates apply.

Call 1790 and ask for your roaming to be activated and make sure you adjust your APN settings on your mobile. See our step-by-step guide to adjusting your APN settings in Help – Mobile – How to configure APN settings.

Roaming is the service that allows you to make calls, connect to the Internet and send SMS when you travel outside of Spain. Use Avatel’s country finder to check the rates that apply for making calls and using the Internet in the country you are travelling to.

You can activate your voicemail by calling 2020 or 604402020 .

If you wish to deactivate it, press #002#, followed by the “call” button.

From the first month you can already recommend us and benefit from so many months with
discount as acquaintances hire Avatel using your customer ID.

In order to apply the discount, your acquaintance must not have been an Avatel customer before.

At the time your guest installs his fiber optic, you will have to contact customer service
at 1790 and we will activate your discount. You will see it already applied to the following month's bill.

You have it included in your contracts and invoices but you can also obtain it by calling us at 1790.

Share your Client ID with your acquaintance and make sure they use it at the time of hiring.

As many months of discount as you want, there is no maximum.

You can find the step by step installation of the CLICtv decoder by clicking on this link: Installation guide.

• From the Home screen, tap on the settings wheel that you will find in the upper right corner of your TV screen.
• In the sidebar on the left, click on "System settings".
• A menu will be displayed on the right side of the screen. Click on “Network and Internet”.
• Activate Wi-Fi and click on "Available networks" and select the network you want to connect.
• Enter the password using the drop-down keyboard and press “Ok”.

The parental pin is activated by default and is common to all profiles. If you want to make changes:

• Go to the settings wheel and click on “Settings”.
• Select “Set up account” and then “Allowed content”.
• Choose the preferred age range.
• Enter the parental pin that comes by default: 0000

The parent pin is enabled by default. If you want to make changes:

• Go to the settings wheel and click on “Settings”.
• Click on “Set up account” and then on “Allowed content”.
• Choose the preferred age range.
• Enter the parental pin that comes by default. You'll find it in the welcome email in your inbox. Click on “Confirm” and save the password.

Remember that the parental pin is common for all the profiles of your CLICtv account.

The easiest way to identify channels that have specific features, like rewind, is by going to the “Guide” tab. All linear channels are displayed on this tab.

Aquellos que tengan esta funcionalidad activa mostraran una flecha circular acompañando al logo del canal.

CLICtv allows you to register a maximum of 5 devices per account. If you have reached the limit, delete any of the devices from the list by accessing the "Settings" section

• Access the application settings and click on "Configure account".
• Click on "Recover password" in the login data section and enter your email to receive the password reset link.

• If you don't remember your password, go to the CLICtv platform and click on "Have you forgotten your password?".
• Enter the email with which you have registered the service and check your inbox.
  You will receive an email with a link to change your password.

Too easy! You have several options to contact AVATEL professionals. Choose the one you prefer and they will help you with everything you need 🙂

• Telephone Service: 1790 (free). From Monday to Sunday, from 9:00 a.m. to 9:00 p.m.
• AVATEL stores. Find your nearest store and visit us to ask any questions or request more information. We have more than 50 points of sale throughout Spain.
• Contact Form. Fill in the form and leave us your data. We'll call you as soon as possible!
• Follow us and send us your message to our social networks. Which one is your favorite?
  Facebook, Twitter, Instagram, Linkedin

Do you want to boost the Wi-Fi signal of your connection? These are some recommendations to achieve it easily:

• It's important to make sure your router's firmware is always up to date.
• Place the router in a high place and away from heat sources.
• If you have a dual-band router, it's also helpful to know when to connect your devices to the 2.4 GHz band and the 5 GHz band.

At AVATEL we have several TV models in order to provide a solution for each case. If your TV is cable, you must retune the channels and if your TV is a decoder, you must restart it.
If you still don't see the channels, call us at 910 800 910 and the technical team will help you solve it as soon as possible.

The first thing you should do is check the coverage of your new address.
You can do it directly on our website. Then, contact Customer Service by calling 910 800 910 and they will tell you what to do to transfer your fiber optic service to your new home.

The router must always be away from objects, in an elevated position and away from heat sources. In order for it to reach the entire house, it must be placed in a central place.

The first checks to make is to see if the lights on the router are on and green. If not, you should check that all cables are properly connected and restart your router.
Depending on the state of the lights on your router, the stability of your connection may vary. To check if it is an incident, you can call 910 800 910 and the Customer Service team will inform you on how to proceed.

To change the configuration of your router you must follow the following steps:
Be connected, either through cable or Wi-Fi.
Open the address in the browser of any device.
Enter the access data that appears on the back of your router.

You can also call 910800910 for help.

To modify the IBAN of the bank account where you have the monthly payment of your AVATEL rate domiciled, you must send a copy of a bank receipt showing the contract holder. In the email you must identify yourself with the customer number.
If you have doubts, you can call 910 800 910 and we will inform you of how to make the modification.

To pay a pending invoice you can do so in the Client Area of ​​the website, by accessing with your Username and Password, or by calling 910 800 910. You can also visit your nearest AVATEL store and see how to proceed to make the payment correctly.

It is very simple! You can consult the invoices in the Client Area of ​​the website, accessing it with the User number and the Password received when contracting any AVATEL rate in your email. Likewise, each month you will receive an email with information about the monthly invoice.

The USA becomes part of zone 1 in roaming and therefore you will be able to navigate as if you were in Europe (you will be able to navigate as you do in Spain).

In this way you can continue using your mobile data and send and receive SMS, but not make or receive voice calls, because the American operators have made changes to their service that do not allow us to provide voice service in 2G and 3G. As an alternative we recommend using applications such as Whatsapp or Skype.

Unlimited calls do not include calls to special rate services, such as the 90X number and the like. These calls will be priced and charged separately, apart from the contracted monthly fee. We are available for your consultations before making these calls.
Find out all the information about pricing for special numbers in this document

Roaming rates vary depending on the destination area. Check the roaming conditions and rates by area by clicking here.

Did you know that, within the European Union, there is "roaming or roaming without surcharges"? Calls (to mobiles and landlines), text messages (SMS) and data services are charged at the same rates that apply in the country of residence.
If you receive a call or text message during your stay abroad, you will not have to pay any additional cost either.

To call Spain or a Spanish number from abroad you must first dial +34 and then the phone number. The + symbol appears on the mobile when you keep the 0 key pressed.

Get all the information about roaming here and international calls here

Remember that to have internet abroad you must have your APN configured. You can see how to do it in the previous point.

To configure the internet on your mobile you must configure the APN. In AVATEL Móvil, the APN configuration is automatic, but if you are going to travel abroad, you must configure it.

If your device has an Android operating system:

1. Access the main menu – Select Settings.
2. Depending on the version of the phone, we can find some of these options. Choose the one that corresponds:
   • More.
   • More Networks.
   • More Settings.
   • Wireless networks.
3. Access Mobile Networks.
4. Depending on the phone version, check that the following options are enabled:
   • Mobile data.
   • Data connection.
5. Select APN or Access Point Name.
6. New APN. If the + symbol does not appear, press the menu button
7. Complete the following fields:
   • Name: Avatel
   • APN: internet.movil.es
   • User: (not necessary)
   • Password: (not required)
8. Click on the menu button again and choose Save
9. Check that the one we just created (Avatel) is selected from the list of APNs.

If your device has iOS operating system:

1. Select Settings
2. Select Mobile Data
3. Select Mobile data network
4. In the Mobile Data section, complete the following fields:
   • APN: internet.movil.es
   • User: (not necessary)
   • Password: (not required)
5. If you already have a previous APN configured, you only have to delete the completed fields and fill them in with the data provided in the previous point.

You can find this 18-20 digit code on the back of your SIM card as shown in the image.

1. Insert your SIM, whether it is new or a duplicate, in the mobile and the activation process will be carried out automatically.
2. You can make a call to check that your SIM is activated correctly.
3. On rare occasions activation does not occur immediately. Visit your nearest store if this happens or call 1790 toll-free.

1. The process of activating your SIM, whether it is new or a duplicate, will be carried out in the following 48 working hours from the date of portability from your previous company.
2. Within this period, you will receive an SMS telling you what day and time you should change from your old SIM to the new AVATEL SIM.
3. When that date arrives, you must make the change. So that you don't run out of network when you need it most, portability will be done at dawn and until then you can continue using it.
4. When the process has been completed, you will be notified and you will be able to insert the new SIM. We recommend changing the SIM by turning off the mobile and turning it on again with the AVATEL SIM card.
5. You can make a call to check that your SIM is activated correctly.

The LALIGA BARES Pack includes a single decoder, but you can add a second decoder with LALIGA BARESfor an additional cost to your rate. Your advisor will inform you of the price.

No, you can unsubscribe from LALIGA BARES without penalty if you maintain the fiber and mobile service with the minimun contract period that corresponds to the contracted rate.

The minimun contract period of CLICtv will depend on the contracted tariff. The Pop, Rock, Rock&Roll and Heavy tariffs have a 12-month minimun contract period.

You can download the CLICtv app in the Google Play Store or App Store by searching for CLICtv or at the following links:

CLICtv on APP Store (apple.com)

CLICtv in Applications on Google Play

By contracting CLICtv in your Heavy, Rock n Roll, Rock or Pop package with a 4k decoder (for 5€/month additional to your rate) you can access the App with the same username and password.

On the day of the fiber optic installation, the technician will also bring the 4k set-top box and will install
CLICtv.

CLICtv is included in the Pop, Rock, Rock&Roll and Heavy tariffs for new subscribers, if you are already an Avatel customer and you want to contract CLICtv we will inform you by calling 1790 or at your nearest Avatel store.

Installation is completely free when you contract the LALIGA BARES Pack.

The football offer for bars is linked to the LALIGA BARES Pack that includes fiber optic 600 Mb, landline with flat rate 1000 minutes and 1 mobile line with 50GB.
You can contract by calling 919 601 412.

No, the configuration of the Wifi 6 router is identical to the current one, apart from the appearance of the equipment, which is a little larger both in the base and in the antennas.

No, the new WiFi 6 router is only compatible with Fiber.

Although the service supports 1 Gb without problems, it is very unlikely that the client will see it reflected in a speed test, since physical connections are a maximum of 1Gbps and additional data is transmitted that is not reflected in the test, but that occupies bandwidth. This not only happens with the Speed ​​Increase, but also happens with all fiber connections on the market. The download and upload speed does not only depend on what you have contracted, but also on the external servers to which you connect, therefore, most of the time external servers do not reach 100% of the contracted speed .​

If you request the new 1 Gb Speed ​​Increase Service, on your next bill you will be charged the proportional part of the €10 fee, depending on the day the service was activated. On the contrary, if the speed is reduced in the middle of the month, since the payment is in advance, it will not be executed until the beginning of the following month. Therefore, until day 1 of their next billing cycle, the customer can continue to enjoy their maximum speed service.

The change involves a small cut that lasts just a few seconds; otherwise all services will work without problems and all settings applied in your service are kept. The change will be made in 24h/48h.fv

No.v In the event that you return to your contracted connection speed (600 Mb or 300 Mb), it will be symmetric again.

No, this service does not entail additional minimun contract period and the client can deactivate it without penalty.

Si consumes gran cantidad información (realizar búsquedas, leer artículos, ver películas o series, etc…) y no utilizas internet como herramienta de trabajo y difusión (videoconferencias frecuentes, streaming en directo, juegos online con velocidad de respuesta rápida, etc…), el Aumento Velocidad 1Gb es tu producto.

The new 1 Gb Speed ​​Boost service focuses on boosting data downloads. A particular user, as a general rule, consumes much more information than he produces and uploads to the Internet. Avatel's 1 Gb service is distributed in 1000Mbps download and 600Mbps upload.

Fiber optics is an advanced technology that offers faster browsing speed and a more stable connection than ADSL. Fiber is made up of glass or plastic threads that are responsible for sending light signals, while ADSL is made up of copper threads. Fiber optics allow you to enjoy multimedia content such as videos or high-definition television with maximum quality.
AVATEL has a fiber optic deployment network, specifically FTTH (Fiber To The Home), a type of network that directly accesses our home without losing speed. Another advantage is that fiber to the home technology is immune to electromagnetic interference because these fiber cables carry photons of light instead of electrical currents.

Once you add Amazon Prime to your Avatel rate and the Fiber Optic installation has been carried out in your home, we will send you an email with the code to complete the subscription and start enjoying the best movies and series.

Send us an email to info@avatel.es or call 910 800 910 during Customer Service hours and we will inform you in detail about our television content service.

You can subscribe to the ON/OFF service at your nearest Avatel store or by calling customer service on 1790. There is a one-off payment of €39.99 when you first set up the service. You can only subscribe to the service if you have no minimum contract period.

You can subscribe to the ON/OFF service if you are on a fibre-only plan with no minimum contract period. See terms and conditions here.

Portability starts once the AVATEL service is installed. You must request cancellation with your current operator after contracting your AVATEL rate and take into account the following details:
You can keep your phone number -both mobile and landline- by default, although you can request a change of number if you want.
The duration of the portability change varies depending on the services you want to change.

To request a rate change, both to increase your service and to modify it, you can call 910 800 910 or send us an email to info@avatel.es. This change may apply conditions in some cases.

Check the speed of your connection with the Speed ​​Test developed by AVATEL especially for you. Before doing so, follow some of our recommendations so that the result is as effective and reliable as possible: perform the test by connecting the cable to the device, close all open programs and do not forget to disable the antivirus.

If your stay has ended or you never had, you are free to leave whenever you want. The most important thing is that you are comfortable with us. To do so you will have to call us at 910 800 910 and follow the procedure.
If you still have a minimun contract period and want to unsubscribe, you must pay the proportional part of the minimun contract period of the months that you have left with us. In addition to the return of equipment and devices transferred.

Find all the data to access your AVATEL Fiber on the back of the AVATEL Wifi Router.

Call 910 800 910 and we will guide you through the process. If you prefer, visit your nearest AVATEL store and we will modify the details of your contract.

¡No! You will have to unsubscribe from your current operator due to legal issues.
We recommend doing this once our fiber is installed and working properly.

Our rates have no installation cost and include the AVATEL Wifi Router. If you unsubscribe from the service, you should return the router. If you do not do so, you will have to pay up to 133 euros for the cost of it.

None! Of course, as long as you comply with the minimun contract period of the rate you have chosen. If you unsubscribe before the end of your stay, you must pay the corresponding part of the €150 that the installation costs, proportionally to the remaining months.

You have the possibility to claim your right of withdrawal in the first 14 days. If you have contracted our services during this period, in the event that you exercise this right, you must pay AVATEL TELECOM, S.A. an amount proportional to the part of the service already provided at the time we receive your notification of withdrawal as well as, where appropriate, the amount corresponding to the installation carried out or other expenses incurred by AVATEL TELECOM, S.A. established in the withdrawn contract. The cost of the installation is €150.00 plus the corresponding taxes.

Our technicians will leave everything installed for you as quickly as possible, including the AVATEL Wifi Router! We will call you to meet you at a date and time that suits you. The term for the installation is 25 days, but the usual thing is that we are very fast and that between 2 and 15 days you have the fiber in operation. Before, of course, we contact you to make the appointment.

AVATEL's fiber optic network is its own and does not depend on other operators.
You can check the fiber coverage of your home on our website by clicking here.
If you prefer, visit your nearest AVATEL store and the Customer Service team will inform you if you can enjoy our service at home.

Yes, the WiMAX plans have a minimum contract length of 12 months depending on the promotion selected.

WiMAX is a way of connecting to the Internet, just like fibre optic, except WiMAX does it wirelessly, making it the better option for rural areas.
To connect to WiMAX, an antenna that points towards the nearest transmitter must be installed outside the home. A router is fitted in your home, just like with a conventional fibre network. The cost of the installation is €60, however, this can vary depending on the area.

In shared data plans, you can share the data between all the lines included in the plan or limit the data that can be used by any of the lines by setting a data cap. You can manage this as soon as you have subscribed to the plan.

It’s up to you. You can opt to commit to a minimum contract length in exchange for a monthly discount on your bill. If you do not wish to commit to a minimum contract length, you can simply subscribe to your selected plan without receiving the discount and pay the €60.50 installation fee.

Completing the online subscription process will only take you a few minutes, you can start by clicking ‘Shop now' on the plan you wish to sign up for. Once you have done this, we will contact you within 48 hours so that you can choose the day and time of the installation and get connected as soon as possible.

On the day of the installation, the technician will bring the SIM cards to your home free of charge. Portability will be completed within the following 48 hours and we will inform you to make sure you have a working mobile line at all times.

Special promotion only valid for the areas of coverage included in the offer and new subscriptions: 12-month discount subject to minimum 12-month subscription. Check your coverage to see if you are eligible for this promotion.
See terms and conditions >
*Symmetric speeds of 300 Mb in the Canary Islands and hF areas.

You can subscribe – with no minimum contract length – to a 600 Mb fibre optic plan for €24.99/month plus a one-off installation charge of €60.50. However, if you opt to commit to a minimum of 12 months, you can subscribe to the plan for €24.99/month.

You can only subscribe to the service if you have no minimum contract period.

Fibre optic installation is free of charge with the Funk, Pop, Rock, Rock&Roll and Heavy plans that have an offer associated with them. A fee of €60.50 is applied to plans that do not have a minimum length of contract associated with them and that do not have the installation cost included.

Special promotion only valid for the areas of coverage included in the offer and new subscriptions: 12-month discount subject to minimum 12-month subscription. Check your coverage to see if you are eligible for this promotion.
See terms and conditions >
*Symmetric speeds of 300 Mb in the Canary Islands and hF areas.

• In order to connect to the Internet when outside of Spain, you must first make sure “roaming” is activated. At MO Mi Operador, the default setting for all lines is for this option to be disabled. Check on your app if your plan includes any active roaming restrictions, you can check this in the “restrictions”- “Data” section.
• If your roaming is disabled, you will have to activate it by calling your phone operator. If you do not enable this option, you will only be able to connect to the Internet via Wi-Fi.
• In order to connect your device, the APN must be configured correctly. Click on this link to view our step-by-step guide. If you do not activate this option, you will only be able to navigate by connecting to a Wi-Fi network.
• In order to connect your device, the APN must be configured correctly. Click on this link to view our step-by-step guide.

• To divert calls when you do not answer, press *61*+ telephone number+ #. The "telephone number" is the number to which you wish to divert the call. Then press the "call" button. To remove the call divert, press #61# and then the "call" button.
• To divert the call when the phone is switched off or has no signal, press *62*+telephone number+#. he "telephone number" is the number to which you wish to divert the call. Then press the "call" button. To remove the call divert, press #62# and then the "call" button.
• To divert the call when the phone is engaged, press *67*+telephone number+#. The "telephone number" is the number to which you wish to divert the call. To remove the call divert, press #67# and then the "call" button.
• To divert all calls, press *21*+telephone number+#. he "telephone number" is the number to which you wish to divert the call. To remove the call divert, press #21# and then the "call" button.

• To connect to the Internet abroad, you need to activate the "Data roaming" option. In Avatel, by default, the lines are configured with this restriction
• Check within the app itself if you have active roaming restrictions, in the “restrictions”- “Data” section.
• If you have any active restrictions you will have to call 1790 to remove them. If you do not activate this option, you will only be able to navigate by connecting to a Wi-Fi network.
• To connect you must have the APN configured correctly. Access here to follow the step by step.

• Make sure flight mode is not activated.
• Switch the phone off, take out the SIM and wait for a few seconds. Put the SIM back in the phone, turn it on and wait until the network is detected.

• Check the mobile lines linked to your account and your plan.
• Check how many gigas and minutes you’ve used on your plans.
• Look up your PIN and PUK code.
• Activate your voicemail and the call waiting option.
• Check if there are any restrictions on your plans (eg. roaming and premium SMS).