Frequently asked questions
The usual questions, answered clearly.
Before you sign up
How much does fibre installation cost?
Nothing. Installation at your home is free and the WiFi router is included.
What happens to the price after 6 months?
It moves to the regular price shown next to each plan: €29.90, €34.90 or €39.90/month depending on the speed.
Is there a minimum contract?
Fibre and wireless internet have a 12-month contract. Mobile-only plans have no contract.
Can I keep my mobile number?
Yes. Transferring your number is free and we handle the process.
Is TV included?
CO-FI TV is free with 1000 Mb fibre or more. With 600 Mb it costs €5/month. The 4K set-top box can be rented for €5/month if you want it.
What if fibre doesn't reach my home?
We connect you with wireless internet (WiMAX): 50, 70 or 100 Mb from €26.62/month.
Fibre and WiFi
Internet isn't working and I see a red light on the router
The fibre signal isn't reaching the router. Check that the yellow cable between the wall socket and the router is properly connected and not bent. If the light stays red, call us.
Internet isn't working but all the lights are green
Usually the router has been factory-reset with the RESET button. Call us and we'll reconfigure it remotely.
I want to change my WiFi password
You can do it by logging in to the router from your browser; the login details are on the sticker underneath. If you prefer, we'll change it for you.
Why am I not getting the speed I pay for?
Test close to the router on the 5 GHz network, or better with an Ethernet cable (Cat. 5e or higher). On 2.4 GHz WiFi around 80 Mbps is normal, and on 5 GHz around 300 Mbps. Also try another device and restart the router.
WiFi doesn't reach the whole house
We install a router designed for one floor of a normal home; walls and furniture weaken the signal. Reaching further needs additional equipment.
Mobile
I'm going on holiday abroad
Call the office before you leave to activate roaming. In Europe calls cost the same as in Spain; calling foreign numbers is charged separately.
I've forgotten my PUK
Contact CO-FI on WhatsApp (601 575 880) or call 956 03 12 34 and we'll give it to you.
Calls work but I have no internet on my mobile
The APN (access point) needs to be set up. On Android: Settings > Mobile networks > Access point names > add a new one. On iPhone: Settings > Mobile data > Mobile data network. Enter the details for your network, save and restart the phone:
Orange network
Name: COFI · APN: orangeworld · Username: orange · Password: orange · MCC: 214 · MNC: 03 · Authentication: PAP · APN type: default
Vodafone network
Name: COFI · APN: datos · Username and password: leave blank
Movistar network
Name: COFI · APN: inet.es · Username and password: leave blank · APN type: default
If you get stuck, message us on WhatsApp and we'll guide you.