The installation of the equipment is valued at €96.80 (VAT inc.), this is the amount that we should pay if we do not want to have permanence and it is also the amount (prorated) that we would pay in case of not continue in the operator in those 12 months to which we had committed.
In the case of having contracted the fiber Internet service at any of The Phone House points of sale, it is possible that the permanence commitment entails a greater penalty if an extraordinary promotion is applied (gifts, discounts...). This amount will be indicated at the time of registration and in case of breaking the permanence, the proportional part of the remaining period would also be paid.
Equipment return
If we are going to cancel the fiber Internet service, it is important that we take into account how to return the router and all installed devices. The router is transferred under a "loan" regime, a free transfer, in such a way that the client must make the return through a Post Office when he has received the SMS with the permission of the operator, this usually coincides with the confirmation of the request during the following 48 hours after the request.
The equipment must be in perfect conditions of use, although, of course, the typical elements of wear caused by normal use (scratches, small marks, etc.) are accepted. The term for the return of the equipment is 1 month from the day the cancellation takes effect. A delay in the return would mean the payment of €100 to the company.
The equipment return process is very easy:
Portability
In the case of mobile telephone services, if you are going to port your number to another company, you do not have to request the cancellation of the service. The procedure will be carried out by the new mobile operator. Finetwork will likely contact you to confirm the port, ask why you are moving, and perhaps even make a counter offer.
In the case of the Internet service, you do have to request the cancellation of the supply or else you will have two Internet services in your home, which does not make much sense. If, for whatever reason, you need to have two independent Internet services in your home, you must tell the installer of the new service that you need an additional installation.
How to unsubscribe
All Finetwork clients can cancel their contract when they deem it appropriate, to do so they must contact the company's customer service and notify them at least two days in advance.
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By phone
By calling 1777 (toll free) or by clicking on the button Do you need help? We call you FREE + and by filling in the form with your phone number you will get in touch with Finetwork's customer service. There they will guide you through the process and ask you for all the relevant information (holder of the service or services that you want to deactivate, date, etc.).
The most important thing is that you receive the number assigned to your request for subsequent claims if necessary, although it is best that they send you a letter by SMS or email confirming when you made the request.
With the contact form
Another way of contacting Finetwork is the contact form that you have on the web. It will be enough to fill in the personal data and indicate the services that we no longer want and on what date we want it to be effective. The corresponding department will contact us to start the process.
The response to this type of request in writing may not be as agile compared to the telephone, so if we urgently need to leave the company it is better to try it first by phone.
By email
We can request the departure of the company by writing to bajas@finetwork.es directly. In that email we will include the personal data of the owner of the line, we will indicate the services we want to cancel and the date we want it to be active (remember that the operator needs at least two days in advance). We will also include a photocopy of the service owner's ID in the email to expedite the process.
Right of withdrawal
The Spanish consumer law grants a period of 14 calendar days for customers to cancel a service or return a product without having to give any justification. In addition, no amounts should be paid as a penalty. However, we will have to pay for the services enjoyed on those days.
To request our desire to exercise the right of withdrawal, the company has a form on its website that we can fill out and sign to send it by email to bajas@finetwork.es with a photocopy of the holder's ID attached.
It is important to remember that we will have the right to a refund of any cost that we have had to face (installation of the equipment, router...), amounts that we will receive by bank transfer at the moment in which the operator verifies that they have been returned equipment in perfect condition. For this, the telephone operator will be responsible for indicating how to make the return.
Interruption of service
It is possible that the company's services may be suspended, temporarily or permanently, by the client or by the company.
Temporary
The client has the possibility of temporarily canceling the service under conditions set by the company:
The request must be made in writing, signed and accompanied by a photocopy of the DNI in an email to atencion@finetwork.es.
The company reserves the right to temporarily suspend services in case of late payment by the customer. Delay is understood to be the debit of amounts for a period of more than 3 months. The suspension of the service due to non-payment will be for 45 calendar days from when the payment has been rejected, said suspension will be notified by SMS 48 hours in advance.
Definitive
The company also has the right to definitively interrupt the service if after the 45 days of temporary suspension the client has not paid the outstanding amounts. In the event that the client has filed a claim through administrative or judicial means, Finetwork will not suspend the service until it receives the resolution of the claim.
Another reason to permanently suspend the service is that fraudulent use of the services has been detected or there are indications of fraudulent use. This type of use encompasses illegal activities such as resale of the service or use other than interpersonal communication.