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Below you can find the answers to the main questions you may have, and we hope you find this FAQ section very useful!
Contract
You can pay by direct debit. The services you contract will be automatically debited from your account on the 1st of each month. If for any reason the charge did not go through your bank account, you can make the payment with a Credit or Debit Card by logging into your "Private area" .
The first fee will be charged on the 1st of the month following your contract start date. Since the service is payable at the end of each month, the corresponding full month will be charged along with the active service days of the month in which it was contracted. Depending on the area where you contract the services, the charge may be post-paid (Inalnet / Cableoptics). We recommend checking with your sales agent.
The equipment we install in your home so you can connect to the Internet and enjoy our services are the property of Excom and are leased to you free of cost. Thus, Excom provides an UNLIMITED warranty on the equipment and we will replace them, if necessary, absolutely FREE OF COST.
At Excom, there’s no minimum required service period. You can request a temporary disconnection and reconnection as often as you need after the first full monthly fee is charged (First Connection + 1 Instalment) because we’re flexible at Excom. Some of our special offers, such as “FREE FIRST CONNECTION”, include a minimum required length of service. You can find this information in the terms and conditions of each special offer or deal.
The connection fee includes the installation and activation of the service in our systems.
An authorized technician will go to your home to do the installation so you can enjoy Internet technology. If there is no wiring to the inside of the home, the technician will lay the cable. This network cable will be connected to an Excom Wi-Fi router. The installer may propose an additional internal distribution solution based on the distribution of the home and your needs, subject to a quote and absolute agreement by the contract holder.
If you wish to cancel the portability of your mobile or land line, you must request cancellation by calling 917 839 000. Provide the following information:
- The tax identification number of the person who requested portability.
- The signed portability cancellation document.
- Proof of transfer of the costs of the SIM card and shipping (if cancelling mobile portability and the cost of the first connection for said service has not yet been billed).
The cost for each SIM card delivered is €3.00 + VAT. The shipping cost is €6.00 + VAT.
Cancellation is not possible if the identification of the requesting party does not coincide with the contract holder, or the documents attached are erroneous or incomplete. Portability cancellation processing is free.
Deadlines for cancellation: You can cancel portability at any time from the initial request date until 2.00 p.m. on the day prior to the completion of portability. Please keep in mind the Customer Service hours when calculating such deadlines: Monday to Saturday 9.00 a.m. to 8.00 p.m. and Sundays from 9.00 a.m. to 6.00 p.m., except national holidays and Madrid city holidays.
Internet
Yes. We’re flexible at Excom which means you can change your rate based on your needs. To make a change call us at 917 839 000.
You can temporarily suspend your Internet service with 24 hours' notice, as long as it is not within a commitment period. To request the deactivation of your Internet or telephone line, you can do so by calling 918739000 or by entering your "Private area" .
You can reactivate your Internet service by calling 918739000 or by entering your " "Private area"" . Remember the activation period is 24 hours.
If you have a second residence, you can get a discount of up to 25% off the regular rate. If you’d like to contract this service, call us at 917 839 000.
The fastest and easiest way to do so is by logging into your "Private area" .
You also have other options, such as our automatic payment gateway via SMS or calling 917 839 000.
With Excom, you can request a fixed IP address be assigned to you at any time. With a fixed IP, you’ll have a unique Internet address just like your phone number. If you’re still not a customer, request this additional service when contracting your Internet rate. If you’re already a customer, call us at 917839000
You can request the opening of additional ports by calling us on 917 839 000 and we will arrange for one of our technicians to open all the ports you require. This is done remotely and there is no need for a technician to come to your home.
Mobile
Customer welcome Excom Mobile with Yoigo, Orange and Cablemóvil coverage Customer welcome Excom Mobile with Movistar coverageA SIM card is a detachable microchip that establishes a network connection and is placed inside a mobile phone.
All SIM cards are protected from unauthorized use by means of a 4-digit secret code. This number is known as a PIN (Personal Identification Number). Your PIN code is indicated on the back of your Excom MOBILE card, but we recommend you change it in your phone settings for security purposes. If you enter this code incorrectly 3 consecutive times, the SIM card will be automatically blocked. If your SIM card gets blocked, you’ll have to enter the PUK code.
There are 2 ways to do it:
- By pressing **04*currentPIN*newPIN*newPIN#**
- From the settings menu: Connections / SIM manager / More SIM settings / SIM card security / Change SIM card PIN
Your PUK code is indicated on the back of the card along with the PIN. You’ll need your PUK code to unblock your SIM card if you’ve entered your PIN incorrectly 3 consecutive times.
The fastest and easiest way to recover your PUK code is by logging into your "Private area" . You can also contact us and we’ll help you recover it. Call 918 739 000 and have the following information ready:
- Your Excom MOBILE phone number
- The data you used for registration (DNI/NIE/CIF/PASSPORT NUMBER)
We’ll immediately provide you with your PUK code
Activation is automatic when you contract a mobile line. However, it is important that your device has access to the 5G network and is updated to the latest available software version.
The estimated time is 3 to 5 business days. If it hasn't been activated after this period, visit your nearest Excom store or contact us via the app or by phone: 917 839 000.
APN is the abbreviation for “Access Point Name”. It allows you to access a specific data network from your mobile phone to connect to the Internet.
There may be minor differences in how each mobile phone is configured. We explain how to configure the APN here.
If your device has got an Android operating system:
- Go to the main menu > Select Settings.
- Depending on the telephone version, you may find one of these options. Choose as appropriate:
- More.
- More Networks.
- More Settings.
- Connections or Wireless Connections.
- Access Mobile Networks.
- Depending on the telephone version, make sure the following options are enabled:
- Mobile data or Mobile Networks.
- Data connection.
- Select APN or the Access point name.
- New APN. If you don’t see the + symbol, press the menu button.
- Name: Internet
- APN: internet
- Username: (not necessary)
- Password: (not necessary)
- Press the menu button again and choose Save.
- Make sure the one just created is selected on the list of APNs.
If your device has got an IOS operating system:
- Select Settings
- Select Mobile Data
- Select Mobile data network
- Complete the following fields under the Mobile Data section:
- APN: internet
- Username: (not necessary)
- Password: (not necessary)
- If you’ve already got a previous APN configured, you just have to delete the completed fields and enter the data provided above.
Yes, you can as long as you ask us to activate Roaming when you travel outside Spain. The fastest and easiest way to active it is by logging into your "Private area" . You can also contact us and we’ll help you recover it. Call us at 917 839 000. If you wish to deactivate it after your trip, log back into your Private Area or call us. If you do not do so, it will be permanently activated.
Roaming service activates when you use your device outside Spain to make or receive calls and text messages to/from Spain, and when you browse the Internet. International calls are those made from Spain (or from outside Spain in roaming mode) to any non-Spanish mobile or land line number. An extra fee is added to your standard rate unless you’ve contracted an international minutes voucher.
Special rate numbers, such as 90X and similar numbers, are blocked. If you wish to make calls to these numbers, you must ask for this service to be activated by calling 918 739 000. Any such calls will be charged in addition to the monthly fee contracted.
You can request a duplicate. To do so, the contract holder must personally contact Excom Customer Service, visit one of our shops, call 918 739 000., and provide the data requested by our personnel. Check if there are any shipping costs.
Voicemail service is enabled by default with your Excom Mobile plan. You can enable/disable your voicemail box by calling 242 and choosing option 2 to enable it or option 3 to disable it.
Call 242 and follow the instructions to record a personal message.
- If you don’t record a personal message, people who call you will simply hear the telephone number they’ve called.
- People who call you will be more likely to leave a message if they recognize your voice in a personal greeting.
- You can record or change your greeting any time by choosing 4 from the main menu and then option 3 (personal greeting).
- You can also change the menu language and access code anytime. To do so, call 242 toll-free and press 3 (configure voicemail box).
Dial the free number 242 from your mobile phone anywhere in Spain.
If you’re not in Spain, dial +34 656 242 242 and follow the steps indicated. You’ll have to enter your mobile number and then your access code.
From any other phone, dial 656 242 242 and follow the same steps as if you’re calling from abroad.
- Pressing 1: go back to the beginning
- Pressing 2: saves the message and moves to the next one
- Pressing 3: deletes the message and moves to the next one
- Pressing 4: Identifies the number calling
- Pressing 5: nothing
- Pressing 6: nothing
- Pressing 7: rewind 10 sec.
- Pressing 8: pause/restart
- Pressing 9: forward 10 sec.
- Pressing *: main menu
- Pressing 0: help
- Pressing #: returns the call
- To get help at any time, press 0.
When you activate an Excom mobile line, we’ll assign certain security thresholds to restrict consumption if your lose your phone, for example.
- Voice limit > €50/month for a warning and €60/month for cut-off
- Data limit > €5/month for a warning and €10/month for cut-off
- Roaming limit > €30/month for a warning and €50/month for cut-off
You can modify these thresholds at any time with a request by calling 918 739 000
For your security, we’ll send you an SMS notification in the following cases:
- An SMS confirming the limit to be applied each time it’s modified
- A “warning” SMS before cut-off.
- A warning SMS once the cut-off is exceeded.
If the limits are surpassed, each threshold will be checked and an SMS will be sent. Services will also be blocked as follows:
- Voice limit: outbound calls are blocked
- Data limit: data are disabled
- Roaming limit: roaming is blocked.
A SIM card is a detachable microchip that establishes a network connection and is placed inside a mobile phone.
All SIM cards are protected from unauthorized use by means of a 4-digit secret code. This number is known as a PIN (Personal Identification Number). Your PIN code is indicated on the back of your Excom MOBILE card, but we recommend you change it in your phone settings for security purposes. If you enter this code incorrectly 3 consecutive times, the SIM card will be automatically blocked. If your SIM card gets blocked, you’ll have to enter the PUK code.
From the settings menu: Connections / SIM manager / More SIM settings / SIM card security / Change SIM card PIN
Your PUK code is indicated on the back of the card along with the PIN. You’ll need your PUK code to unblock your SIM card if you’ve entered your PIN incorrectly 3 consecutive times.
The fastest and easiest way to recover your PUK code is by logging into your "Private area" . You can also contact us and we’ll help you recover it. Call 918 739 000 and have the following information ready:
- Your Excom MOBILE phone number
- The data you used for registration (DNI/NIE/CIF/PASSPORT NUMBER)
We’ll immediately provide you with your PUK code
APN is the abbreviation for “Access Point Name”. It allows you to access a specific data network from your mobile phone to connect to the Internet.
There may be minor differences in how each mobile phone is configured. We explain how to configure the APN here.
If your device has got an Android operating system:
- Go to the main menu > Select Settings.
- Depending on the telephone version, you may find one of these options. Choose as appropriate:
- More.
- More Networks.
- More Settings.
- Connections or Wireless Connections.
- Access Mobile Networks.
- Depending on the telephone version, make sure the following options are enabled:
- Mobile data or Mobile Networks.
- Data connection.
- Select APN or the Access point name.
- New APN. If you don’t see the + symbol, press the menu button.
- Name: ION
- APN: inet.es
- APN Type: default
- MCC: 214
- MNC: 34
- APN Type: default
- Authentication Type: none
- Press the menu button again and choose Save.
- Make sure the one just created is selected on the list of APNs.
If your device has got an IOS operating system:
- Select Settings
- Select Mobile Data
- Select Mobile data network
- Complete the following fields under the Mobile Data section:
- APN: inet.es
- Username: (blank)
- Password: (blank)
- If you’ve already got a previous APN configured, you just have to delete the completed fields and enter the data provided above.
Yes, you can as long as you ask us to activate Roaming when you travel outside Spain. The fastest and easiest way to active it is by logging into your "Private area" . You can also contact us and we’ll help you recover it. Call us at 917 839 000. If you wish to deactivate it after your trip, log back into your Private Area or call us. If you do not do so, it will be permanently activated.
Roaming service activates when you use your device outside Spain to make or receive calls and text messages to/from Spain, and when you browse the Internet. International calls are those made from Spain (or from outside Spain in roaming mode) to any non-Spanish mobile or land line number. An extra fee is added to your standard rate unless you’ve contracted an international minutes voucher.
Special rate numbers, such as 90X and similar numbers, are blocked. If you wish to make calls to these numbers, you must ask for this service to be activated by calling 918 739 000. Any such calls will be charged in addition to the monthly fee contracted.
You can request a duplicate. To do so, the contract holder must personally contact Excom Customer Service, visit one of our shops, call 918 739 000., and provide the data requested by our personnel. Check if there are any shipping costs.
The Voicemail service is enabled by default on your Excom Mobile. You can enable/disable your Voicemail by calling 121, follow the system instructions to record your personalised messages or press ##002# to disable it.
Call 242 and follow the instructions to record a personal message.
- If you don’t record a personal message, people who call you will simply hear the telephone number they’ve called.
- People who call you will be more likely to leave a message if they recognize your voice in a personal greeting.
- You can record or change your greeting any time by choosing 4 from the main menu and then option 3 (personal greeting).
- You can also change the menu language and access code anytime. To do so, call 242 toll-free and press 3 (configure voicemail box).
From your mobile while in the national territory, dial the free number 121.
From abroad, dial +34621100440 and follow the indicated steps. You will have to enter your mobile number and then your access code.
From another phone, dial 621100440 and follow the same steps as calling from abroad.
- Pressing 1: reply
- Pressing 2:
- Pressing 3: listen to message details
- Pressing 4:
- Pressing 5: repeat message
- Pressing 6: skip to next message
- Pressing 7: delete message
- Pressing 8: send message to another user
- Pressing 9: save message
- Pressing 0: return to main menu
- Pressing #: exit
- For help at any time, press *.
When you activate an Excom mobile line, we’ll assign certain security thresholds to restrict consumption if your lose your phone, for example.
- Voice limit > €50/month for a warning and €60/month for cut-off
- Data limit > €5/month for a warning and €10/month for cut-off
- Roaming limit > €30/month for a warning and €50/month for cut-off
You can modify these thresholds at any time with a request by calling 918 739 000
For your security, we’ll send you an SMS notification in the following cases:
- An SMS confirming the limit to be applied each time it’s modified
- A “warning” SMS before cut-off.
- A warning SMS once the cut-off is exceeded.
If the limits are surpassed, each threshold will be checked and an SMS will be sent. Services will also be blocked as follows:
- Voice limit: outbound calls are blocked
- Data limit: data are disabled
- Roaming limit: roaming is blocked.
Television
No, to enjoy the Excom TV service you must have an internet contract with Excom.
No, our TV service has no minimum required length of service. You can enable/disable it whenever you want by calling 917 839 000.
Yes, you can change your plan whenever you want by calling 918 739 000
If you’ve got a smart TV, you won’t need anything else. You can download the app from the App Store and being enjoying your service. Plus, you can watch it on any of your devices like mobile phones, tablets or computers - up to 2 simultaneously. If you haven’t got a Smart TV or your Smart TV is outdated, you must have an HDMI port. Connect a multimedia player (the most common is an Amazon Firestick or a Google Chromecast) and turn your TV into a next-generation Smart TV.
Directly from the app store on the mobile phone or TV you want to use to enjoy our television service. Search for “TiviFy” to download it.
APP My Excom
It is the free application that you can download on your mobile to access Excom and manage your tasks from anywhere and at the moment you decide.
- View, download and pay your bills
- Activate and deactivate Roaming
- Check your data usage
- Check your PUK code
- Check promotions
You simply have to download it from Google Play or the App Store and install it on all the mobile devices you want.
- Andriod: https://play.google.com/store/search?q=excom&c=apps&pli=1
- Apple: https://apps.apple.com/es/app/my-excom/id6499206361
