We will request that all services you have signed for are transferred to us. However, if you are within your contract period (or even out of your contract period) we would recommend you follow the steps below:

• Cancel the Direct Debit at your bank
• This will force your existing provider to send an invoice
• Mail a cancellation request to "sac@arrakis.es"
• Attach to this mail:
• A copy of your NIE
• A copy of your passport

Read More

In our experience it's always best to handle these things yourself. With most customers we transfer the services and the existing provider is notified and bills accordingly.

However, in rare cases the existing provider continues to take money from customers' accounts so we would always recommend that you deal with this yourself. That way they will have to invoice you and you can check that you are not being billed for the same services during the same period.

Read More

A question we are frequently asked is how long will it take to transfer or install a line.

Well, we've seen some connections go through within a few days and we've seen others take months.

the ones that process quickest are usually the ones that have all the required infromation completed and contracts signed with copies of relevant documentation provided.

However, this is by no means a guaruntee of a swift installation or transfer because under CMT guidelines it can actually take up to 20 working days to provide a service.

Read More

We handle the transfer from your current provider and all the paperwork involved. you simply sign an authorisation for us to do that.

We would however recommend that once the transfer is complete that you cancel the direct debit with your current provider to stop any erroneous billing.

Read More

When you sign up online the information you provide is everything we need to complete a ccontract for you. Once we have this we will complete a contract for you ready to sign.

This, along with following documents is all we will need:

• A signed contract
• We will prepare this and contact you
• A photocopy of your passport
• A copy of your NIE
• A copy of your telephone bill
• This is only required if you already have a telephone line

Also, if you do not have a recent telephone bill just contact your provider (Movistar on 1004) and ask for a copy because if we have this it will make the transfer much easier.

Read More

Our contract period is just 12 months. At the end of this period you go onto what is termed as a rolling contract month on month.

Read More

No. None of our products have a sign up or contract fee. Read More

Our standard price for transferring lines is 54.08€.

Read More

To get the last number called on a Spanish network with Movistar you dial *92#. However, with us you should receive the caller's number displayed on your phone, where you have a phone with a screen.

Another solution to this is to have the answerphone service added to your line (if it isn't already) as this will pick up callers' numbers for you.

Read More

once your line has been transferred over all your calls will be routed through our network.

However, while this process is taking place you can prefix calls with "1054" to ensure that your calls go through our network and you don't receive invoices from 2 providers for your services and calls.

Read More

We can't gaurantee this. However, all the people we have signed up so far are getting the same speed they were getting before or faster.

Read More

We can make contracts available online to complete. However, it's much quicker for us to complete this for you, that way you only have to confirm and sign.

If you live far away we may mail or post contracts for signature. However, we will always endevour to ensure that the contract gets to you by the quickest means possible.

Read More

Yes, technical support is available in English and it is also staffed by English people.

Read More

As with all providers here we use a 3rd party company to do this so yes, we can install a new line.

if you decide to have us fir the line for you we can do this for just 60 Euros. This is a cost we incur and we simply pass it on with no additional charges on top.

If however you speak Spanish or would prefer to deal with Telefonica (Movistar) then they can do the same for just 36 Euros.

Please note, if you request a line from Telefonica you should ask for a "Linea Basica Sin Permanancia" that way we can take the line over once fitted and you incur no additional cancellation costs.

Whichever method you choose, once the line is fitted, provide us with the telephone number you have been assigned so we can take over the services.

Read More