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 know if Fiber is available at my home?

Accepted Answer

To check if Fiber is available, go to the 'Fiber' section in the top menu and then click on the ‘ Check Coverage ’ option. Once there, enter your full address. If you encounter any issues during the process, please don’t hesitate to contact us .

Question 11

What Fiber speed is recommended for my home?

Accepted Answer

The recommended speed depends on several factors such as the number of people in the household and their internet usage. Fiber 300 : A good choice for households with several connected devices and activities like HD video streaming or online gaming. It offers more bandwidth for a smoother experience. Fiber 600 : Recommended for homes with multiple users and high internet demand, such as 4K video streaming, online gaming, and large file downloads. Fiber 1000 : Our highest-speed option, perfect for heavy bandwidth use including UHD video streaming, remote work, smart homes, and large data transfers.

Question 12

My internet is not working. What can I do?

Accepted Answer

In this situation, you should unplug the router/access point from the power supply for one minute and then plug it back in. You should also check that all cables are properly connected. If the issue persists, please contact us by email at help@altanetica.es , by phone at 972662943, or via WhatsApp at the same number.

Question 13

I’ve lost my router password. Where can I find it?

Accepted Answer

You can find the password on the sticker underneath your router, usually labeled as WPA/WPA2-PSK or Wireless Password/PIN. If you can’t locate it, please contact us via email at help@altanetica.es , by phone at 972662943, or through WhatsApp at the same number.

Question 14

Is the contracted Fiber speed real?

Accepted Answer

Yes, the contracted Fiber speed is real, as well as symmetrical and stable. It allows you to enjoy the internet service to its fullest. If you decide to run a speed test, keep in mind that the expected speed is accurate only when tested via cable. Wi-Fi tests often show 70–80% of the actual speed due to signal loss—though this may vary depending on the situation.

Question 15

I don’t get coverage throughout the entire house. What can I do?

Accepted Answer

If you're not getting coverage in all areas of your home, we offer the option to have one of our technicians visit and extend the coverage. We have various solutions with different prices and installation procedures. Contact our team for more information.

Question 16

My mobile data isn’t working. What can I do?

Accepted Answer

Make sure mobile data is turned on. Once confirmed, try restarting your phone.

Question 17

Can I keep my mobile number when switching to your company?

Accepted Answer

Yes, you can keep your current mobile number. You just need to let us know which company you're coming from, and the portability will be completed within 2 business days.

Question 18

Will I be left without mobile service during the portability to your company?

Accepted Answer

Portability takes 2 business days to become effective. During this time, you can pick up your new SIM card at our office. We will inform you of the exact day the change will happen. On that day, simply insert the new SIM and make a call to activate your line. From then on, your service will work with us.

Question 19

Do I have roaming? In which countries is it available?

Accepted Answer

Yes, with plans that include mobile data, you also have roaming in several countries. Roaming is available in the following countries: Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Czech Republic, Romania, Sweden, and Norway. Make sure to activate roaming in your phone settings before traveling to any of these countries.

Question 20

Can I view the detailed call, SMS, and data consumption logs?

Accepted Answer

Yes, you can view detailed logs in your client area . Go to the "Consumption Details" section.

Question 21

When is mobile data renewed?

Accepted Answer

Mobile data is automatically renewed on the 1st of each month.

Question 22

I don’t remember my SIM card PIN. Where can I find it?

Accepted Answer

You can find the PIN on the card we gave you along with the SIM card. It shows both the PIN and the PUK. If you can’t find it, please contact us via email at help@altanetica.es , by phone at 972662943, or on WhatsApp at the same number.

Question 23

What happens if I run out of mobile data?

Accepted Answer

Once your mobile data is exhausted, you can continue using it for 1 GB at a reduced speed of 16 kB. After consuming that, your data service will be paused.

Question 24

I don’t have my SIM card, I need a duplicate. What should I do?

Accepted Answer

To get a duplicate of your SIM card, you should visit our office at Carrer Josep Pla, 8, Calonge i Sant Antoni. The cost for the SIM duplicate is 5 €.

Question 25

My landline isn’t working. What can I do?

Accepted Answer

If your landline isn’t working, make sure the cable is properly connected to the ATA/Router device. Try disconnecting and reconnecting it. We also recommend restarting both the main router and the ATA (if you have one). If it still doesn’t work after these checks, contact us via email at help@altanetica.es , by phone at 972662943, or on WhatsApp at the same number.

Question 26

Can I keep my landline number when switching to your company?

Accepted Answer

Yes, you can keep your landline number. You just need to let us know which company you were with, and within a week, the portability will be completed, and you’ll have it with us.

Question 27

Will I be without a landline for any day when porting my number to your company?

Accepted Answer

The portability process takes about a week. On the day of the switch, all you need to do is connect the landline to the ATA/Router. After that, the service will work with us.

Question 28

What can I do if my receipt has been returned?

Accepted Answer

If your receipt has been returned, as stated in the contract, there are return fees. To make the payment, please contact us as soon as possible, either by email at help@altanetica.es , by phone at 972662943, or via WhatsApp at the same number.

Question 29

When will I receive my first bill?

Accepted Answer

Once the service is activated, you will receive your first bill within a few days. This bill will include the prorated amount for the remainder of the month. After that, billing will occur at the beginning of each month.

Question 30

How does GhoFi bill?

Accepted Answer

If you have a monthly contract, the bill is issued during the first week of each month. The contracted services are billed in advance, and any extra consumption is billed at the end of the month.

Question 31

Where can I view my invoices?

Accepted Answer

You can view your invoices in your customer area, under the "Invoices" section (the second one in the side panel). In this section, you will be able to see all of your invoices.

Question 32

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 33

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.

Question 34

Is eSIM better than a physical SIM?

Accepted Answer

eSIMs offer more flexibility, but physical SIMs are still widely used. Check if your phone supports eSIM

Question 35

What is an eSIM?

Accepted Answer

An eSIM (or embedded SIM) is the digital version of a traditional SIM card, permanently integrated into modern smartphones. Unlike physical SIM cards, which require manual swapping to change carriers or plans, the eSIM allows you to store multiple carrier profiles on a single chip. This makes it easy to switch between mobile networks without needing physical cards, making it ideal for those seeking flexibility or frequent travelers.

Question 36

What is the purpose of video surveillance?

Accepted Answer

The purpose of video surveillance is to monitor and record activity in a specific area for security, safety, or other purposes.

Question 37

What is the type of video surveillance?

Accepted Answer

There are various types of video surveillance systems, including analog surveillance, IP surveillance, cloud-based surveillance.

Question 38

How Much Does A Home Security System Cost?

Accepted Answer

The most expensive home security systems usually have advanced features such as high-resolution cameras, facial recognition, and AI-powered monitoring systems. They may also offer 24/7 professional monitoring services and come with a higher upfront cost, as well as ongoing subscription fees for monitoring, cloud storage, and maintenance

Question 39

Do I Need A Router For Security Cameras?

Accepted Answer

The router provides the necessary connectivity between the camera and your network, and also serves as a gateway for accessing the camera's footage from other devices.

Question 40

How Far Away Can A Wireless Security Camera Work?

Accepted Answer

In general, most wireless security cameras can work reliably at a distance of up to 100-500 feet (30-150 meters) in open space. However, this range may be reduced if there are walls, buildings, trees, or other objects that can block or weaken the wireless signal

Question 41

What is fibre optics?

Accepted Answer

Fibre optics is an internet connection technology that uses very thin glass or plastic wires to transmit data at high speeds. Unlike ADSL or coaxial cable connections, fibre offers a much faster, more stable connection without interference. This is what allows for real internet speeds of 300, 600 or even 1000 Mbps, both upstream and downstream.

Question 42

How does fibre optics work?

Accepted Answer

It works by transmitting pulses of light through fibre filaments. Each pulse represents information (data, videos, voice, etc.). It is as if you were sending millions of signals per second at the speed of light. This allows for more stable connections with less latency, even if you are far from the central office. In short: it is faster, more reliable and supports more devices connected at the same time without losing quality.

Question 43

How can I find out if I have fibre optic broadband at home?

Accepted Answer

There are three ways to find out: Check your current contract or bill: if it says ‘FTTH’, ‘fibre optic’ or you see speeds of 300 Mbps or more, you most likely already have fibre. Check the type of router and installation: if there is a thin cable (like a white or transparent wire) running from outside to a device called an ONT or directly to the router, it is fibre. Check coverage: in the case of GhoFi, you can enter your address in our form and we will confirm whether our fibre network is available. Check coverage

Question 44

How is fibre optic installed?

Accepted Answer

At GhoFi, the process is very simple: You request registration. We confirm coverage at your address. We agree on a date and time for installation. A technician will visit your home, install the fibre socket, connect the router and get everything up and running. You connect. You test it. You're ready to go. Installation usually takes between 1 and 2 hours. No building work or technical knowledge is required. We take care of everything.

Question 45

How do I sign up for fibre optic?

Accepted Answer

You can do it in less than 5 minutes: From the website: ghofi.com Via WhatsApp (a person responds, not a bot) By email or contact form We will ask for your address to check coverage and, if everything is correct, we will activate the installation process. No paperwork, no long phone calls, and no pushy salespeople.

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