FAQS

Portability is like moving house. It's about changing your provider and coming to Populoos and keeping your phone number.

In 48 hours.

When you contract with Populoos, we will request the change of line to your previous provider, and we will send you the new SIM card by courier (delivery time is 5 working days).

24 hours later we will request the portability of the line and 48 hours later the portability will be effective. We will send an SMS to your mobile informing you of the portability date. In addition, we do the portability at dawn so that the change affects you as little as possible.

We do not charge you for the SIM, only for shipping costs. If you request portability, the shipping costs are on us.

If it is a new line, you do not have to do anything, the card is activated within 4 hours after you receive it.

If it is a portability, the card will be activated automatically when the portability has been carried out. During the portability process we inform you via SMS of the day it will be effective, and you must insert the new card into your phone. Until then, your line will continue to work with your old company.

No, our mobile packages do not have any permanency.

This happens to many of our neighbours. Most of the clients interested in contracting Populoos want to combine Fibre and Mobile. After all, integrated will always be cheaper than individual packages.

If you want to contract Fibre, it is important to know if the Fibre reaches your home. To find out, you can call your nearest store or through our contracting form and a colleague will contact you.

INTERNET AND MOBILE

Select our "INTERNET + MOBILE" offers and find the one you like best to combine our two services in a single invoice.

It combines the speed of the Symmetrical Fibre Optic and the quality coverage of our mobile network. But first of all, ask yourself two questions:

• How much broadband do you want to enjoy browsing at the highest speed?
• How much data do you want to enjoy on your mobile each month? Calls are unlimited!

AN ADDITIONAL MOBILE LINE

Select “MOBILE” to discover our current offers, we have right now to meet your needs.

They all have the maximum browsing speed in your contracted data and include unlimited calls. Because talking to your loved ones should have no limit. But first, ask yourself the key question.

• How much data do you need on your mobile phone?

Depending on the use you give it, you will need more or less. And if not, you can always change! In Populoos we do not have permanency. If you stay with us, it's because you love us.

We also recommend that you take a look at our family packages, with more GB of data and the possibility of sharing with up to 3 mobile lines.

At Populoos we have come to connect you with the whole world, we know how important it is to keep in touch with your loved ones, that's why you can make all the international calls you want from Spain, taking advantage of our cheap costs, both for calls and SMS abroad.

Choose one of our international packages in the "MOBILE" section or discover the prices of your single international calls, simply by searching for the destination country to which you want to make those calls. Check here.

If you want to call your loved ones without worrying about your bill, you can add an international calling bonus to your mobile package.

From 100 international minutes for €3/month (VAT included) to call the following destinations:

- To landlines or mobiles: These bonuses include international calls to landline and mobile destinations in the following countries Germany, Great Britain, Denmark, Finland, Greece, France, Ireland, Iceland, Netherlands, Sweden, Norway, United States, Canada, Italy , Poland, Hungary, Romania, Austria, Slovakia, Czech Republic, Lithuania, Croatia, Kazakhstan, Russia, China, South Korea, Japan, Hong Kong, Brazil, Colombia, Argentina, Mexico, Panama, Portugal, Paraguay, Belgium, Bulgaria Dominican Republic, Cyprus, Slovenia, Israel, Liechtenstein, Luxembourg, Andorra, Costa Rica, Estonia, India, New Zealand, Peru, Singapore, Switzerland, Thailand, Uruguay, Venezuela,

- Only to landlines: Morocco

*Does not include Premium destinations, personal, rural and special services.

You just have to activate Roaming.

What is Roaming?

Roaming allows you to speak and use your data outside of Spain. We recommend that you have it activated before leaving on your trip, since activating it from the country of destination could incur additional costs. Click here for more information.

Is it free?

Whenever you travel within the European Union (EU), associated or countries, you can use the data, calls and messages included in your rate at no additional cost. Here you have our Roaming rates.

In the US, the main operators (AT&T and T-Mobile) are shutting down their 2G and 3G voice networks throughout their territory, so to call your terminal model must be compatible with VoLTE technology (which offers the possibility of make voice calls over the LTE/4G mobile network). In addition, it is also necessary that you have VoLTE activated in your terminal and have the latest update of your software.

If your terminal model is not compatible with VoLTE technology, you can make and receive IP voice calls (WhatsApp, Telegram, etc.).

So, if you want to receive and make calls in the United States, you must make sure that:

• Your terminal model is compatible with VoLTE technology.
• You have VoLTE activated on your mobile:
  • On Android, it is usually in Settings> Connections> Mobile networks> Preferred network type> Activate the “VoLTE call” option. If the VoLTE option does not appear, it means that your terminal is not compatible with VoLTE.
  • On iPhone: Settings > Cellular Data > Options and tap Turn On LTE, or go to Settings > Cellular Data and tap Turn On LTE. If the VoLTE option does not appear, it means that your terminal is not compatible with VoLTE.
• You have the latest updated version of your terminal, accessing Settings> Update.
• When you make a call, you must remember to dial the country code.

No, the unused data does not roll on, each month the counter resets to 0 and you can enjoy the GB that you have contracted with your package.

Yes, all our mobile packages include unlimited national calls to landlines and mobiles, subject to the rules of reasonable use.

In Populoos you will be able to enjoy one of the best mobile coverage networks in the country. We have mobile lines with national coverage with Yoigo's own network and agreements with other operators.

If the 4G coverage does not work correctly, you must consider the card and the device where you are using it. The 4G network is already present in almost all of Spain. High connection speed to browse from your mobile device, practically from anywhere. We are already making progress in the installation of 5G networks, and very soon you will be able to enjoy it!

Our mobile packages are very easy to understand, we recommend you take a look at our "MOBILE" section and assess those that best suit the way you use your mobile.

It is a mobile line that, together with an Internet or Fibre product, forms a cheaper package, that is, with an improved price. You can take a look in our “INTERNET + MOBILE” section. In addition, it can be seen reflected in a single invoice with all the services.

You can check here the complete list of prices for special numbering with mobile origin.

It is the most advanced cable data transmission medium that exists. It is capable of transmitting and receiving information at high speeds and long range.

Symmetrical Fibre is the most advanced technology on the market, which guarantees stable and quality Internet access. It is the one that allows you the same upload and download speed. Or, rather, it is the one that allows you to upload and download content at the same speed.

Fibre without a doubt, for different reasons:

• Fibre optics is much faster than ADSL.
• Better connection quality transmits information through light impulses and achieves better quality transmission of information than ADSL. Think that the ADSL goes through the telephone cables and its distortion is much greater.
• At the price level, Fibre has already been equated to the same ADSL prices, so contracting Fibre is much more recommended if you have coverage in your area.
• Of course, Fibre requires installation by a technician, in the case of ADSL it is self-installable.

First, we check if there is coverage in your house. Second, we contact you to arrange the installation appointment. It usually TAKES between 2-3 hours. Normally for a new number the time scale is 3-5 days and 8-9 days for a portability.

We will contact you to arrange the installation appointment, a specialized technician will go to your home, assess the best way to introduce Fibre to your home, avoiding excess wiring where possible and looking for the best solution for you, so you can start using your new Populoos Fibre immediately. Installation usually takes 2-3 hours.

We keep your number

So that you don't run out of service, you can use a temporary landline number from the installation until we have finished the portability.

Here the important thing is that the engineer can insert the Fibre cable in a simple way, and that you decide where you would like it to be located. We always recommend that it is close to the TV just in case you want to connect your Smart TV.

In the case of contracting Internet packages, whether it is Fibre or other technology, you have a 12-month permanency. In case of cancellation, a penalty of €120 (+VAT) would be charged.

On the other hand, if you unsubscribe, you have to return the router within 30 days, if you decide to keep it, the cost of it would be charged: €100 for Fibre router. (+VAT).

Of course, you can make the change through our customer service channel or at your nearest Populoos store. Surely one of your neighbors will attend to you.

We don't have a favourite. Our catalogue of Fibre and Mobile products is very large and will depend on your usage.

Go for it, go for them all! As if you were going hiking, you always choose the most complete route, this is our offer.

Agile TV for only €6/month (VAT incl.)

• Hire this service with any convergent Fibre and Mobile package, or only with Internet.
• Includes the Agile TV Box with remote control and essential channels: Star Channel, National Geographic Wild, AXN, AXN White, Discovery Channel, Viajar, Disney Junior, Disney Channel and Baby TV.
• It also includes a video store for content on demand: Star Channel, National Geographic, AXN Now and myBabyTv. (Does not include subscriptions to other content platforms such as Netflix).

Check the “INTERNET + MOBILE + TV” section for more information.

Wimax stands for Worldwide Interoperability for Microwave Access. In short, it is the substitute for Fibre cable.

Wimax is the optimal technology for rural environments, scattered towns, industrial estates, dispersed towns, outskirts of large towns and, in short, places where cable technologies (Fibre optics or ADSL) do not reach or do not allow a quality service. In addition, it offers different ranges of services: Internet access, IP telephony services and the creation of virtual VLAN networks and other advanced services for companies.

It is a wireless technology that works by emitting and receiving radio waves through radio links located in the main repeaters and strategic places in the geography.

Wimax is the best alternative to ADSL. It is very fast and fluid. It has good coverage. It is also very scalable, allowing you to vary the speed according to your needs. The installation consists of a discreet antenna that is very easy to install. And its price is very competitive. We have the best prices for a Wimax connection or to unify Wimax, Landline and Mobile services, and save on your bill.

As a disadvantage, we highlight the need to have direct contact with the repeater. In other words, the antenna that is installed on the façade must be oriented directly to the location that allows the connection to the Internet without there being obstacles that prevent direct vision (trees, buildings...).

If we talk about the price, in Populoos we have different packages that adapt to the needs of each of our neighbours. From €24.90 per month, you can enjoy the Internet through Wimax technology with a speed of up to 20Mbps.

Invoices not paid when due will accrue default interest equal to the legal interest of the money, the expenses caused by the return of the receipt and other administrative expenses that can amount to a maximum of 20 euros (VAT included), without prejudice to the other consequences that may arise from non-compliance, among others, the inclusion of your data in asset and credit solvency files. The application of an amount lower than the maximum does not imply an obligation for SBT to maintain it, and this may vary due to different factors, for example, recurrence of non-payment.

If, in addition, this non-payment has led to the suspension of the services of your mobile, landline or Internet line/s, the reconnection of the same/s will in turn give rise to another series of additional expenses, which will be reflected in your invoice as "Service restoration charge" for an amount of €12.40 + taxes (Tax in the Peninsula and the Balearic Islands VAT 21%, Ceuta IPSI 10%, Melilla IPSI 8% and Canary Islands IGIC 7%).

If you have an unpaid invoice, you can pay it in any of these ways:

PAY BY TRANSFER

You can pay by making a transfer to this account number: ES68 0182 7218 2002 0161 3292, and indicating in the concept your DNI or NIE and your Populoos mobile number. Remember that depending on the bank from which you make the transfer, it can take up to 72 hours. If your line is cut off due to non-payment and you want to recover it as soon as possible, the fastest way is to pay from the Customer Area.

PAY FROM THE PRIVATE CUSTOMER AREA

Access here: https://micuenta.populoos.es/ with your user and password. At the beginning, your pending invoices will appear and when selecting them we will redirect you to the payment platform.

PAY AT THE BANK WINDOW

You can pay at any BBVA Bank office by making a deposit at the teller window in the account ES68 0182 7218 2002 0161 3292, and indicating in the concept your DNI or NIE and your Populoos mobile number. Payment will be made approximately 24/48 hours later. If your line is cut off due to non-payment and you want to recover it as soon as possible, the fastest way is to pay from the Customer Area.

If you have already made a claim through the usual channels (phone: 900 696 101; email: atencionclientes@populoos.es; or by post to: Parque Empresarial "La Finca", Paseo del Club Deportivo, 1, Edif. 8, 28223 Pozuelo de Alarcón (Madrid - España), and if you are not satisfied with the solution that we have given you, there are other options to make a claim:

• Online dispute resolution platform: If you want, the European Union's online dispute resolution platform is available here.
• Mediation before Autocontrol:: If you are a natural person and have claimed.
• Citizen's Advice and Information Office: You can also take your claim to a Citizen's Advice and Information Office of the Ministry of Health, Consumption and Social Welfare through this link or by calling 901 400 100.
• Telecommunications User Service Office of the Ministry of Energy, Tourism and Digital Agenda: through this link or by calling 901 336 699 and 911 814 045.