Question 1

Is it necessary to visit GhoFi's offices to sign a contract?

Accepted Answer

Not necessarily. The contract can be processed either by visiting our offices or via email by sending it to help@ghofi.com

Question 2

Where can I find the GhoFi office?

Accepted Answer

Our office is located at Carrer Josep Pla, 8, Calonge i Sant Antoni, 17252, Girona ( https://goo.gl/maps/BF2ytk5gyU3kh7TP8 )

Question 3

I have subscribed to GhoFi's service, do I need to cancel my contract with my previous provider?

Accepted Answer

If you have subscribed to a landline or mobile service, it will not be necessary to request cancellation. However, for internet service and/or other associated services, the customer must cancel them personally.

Question 4

What information is needed to subscribe to your services?

Accepted Answer

The information we need to prepare the contract is as follows: Selected service Full name DNI/NIE/CIF and a copy of the document. (For companies, a copy of the Manager’s or signatory’s DNI, as well as the company’s deeds, is required) Installation address Billing address (if different from the installation address) Contact phone number Contact email Bank IBAN (certificate of ownership or a screenshot proving the account is in your name)

Question 5

Do your products have a commitment period?

Accepted Answer

For internet-related services, there is usually a 12-month commitment period. However, for telephone services, both mobile and landline, there is generally no commitment period. In any case, when purchasing our products, the contract will specify the applicable commitment period.

Question 6

Can I subscribe to only Fiber, Mobile, or Landline?

Accepted Answer

Services can be contracted individually. However, to subscribe to a landline service, it must be associated with an internet service, either Fiber or Wireless Link.

Question 7

How long does it take to install the equipment?

Accepted Answer

From the moment of subscription, an installation date and time are scheduled within the same week or the following one. The actual installation of the equipment usually takes between 1 and 2 hours.

Question 8

How can I request a change of address?

Accepted Answer

To request a change of address, you should contact us so we can check coverage and explain the process. This will involve a one-time fee to transfer and install the equipment at the new location.

Question 9

Where is the best place to put the router in the house?

Accepted Answer

It is recommended to place the router in a central location so that coverage extends evenly to all rooms. However, it also depends on where you use the internet the most—if possible, place the router in the area where you connect most frequently. Additionally, the router should be positioned at a relatively high level and away from objects that can block the signal, such as metal shelves or thick walls. It is also advisable to keep the router away from cordless phones, microwaves, and other Bluetooth wireless devices, as these can cause interference.

Question 10

How can I access my customer area?

Accepted Answer

In the top left of our website, there is a section labeled "Log In." Once you click on it, you will need to enter your credentials to access your customer area. You can also access it directly through this link: https://my.ghofi.com

Question 11

What should I do if I can't remember the password to my customer area?

Accepted Answer

Before accessing the customer area, there is an option labeled "Forgot your password?" You should enter your username, which is usually your email address, and click "RESET PASSWORD." If that doesn't work, you can contact us via email at help@altanetica.es , by phone at 972662943, or via WhatsApp at the same number, so we can send you an email with the option to reset your password.

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