Frequently Asked Questions 2016-12-20T11:32:46+00:00

Frequently Asked Questions

Can payments be made in instalments? 2016-11-11T15:51:49+00:00

Yes. You can choose between making one single payment or paying in five monthly instalments.

Does it include maintenance? 2016-11-11T16:03:05+00:00

Yes. The wifi expansion product includes six months of free maintenance. Once this period has expired, an additional maintenance service can be acquired.

Do I need to contract an additional Internet connection? 2016-11-11T16:03:14+00:00

Yes. The wifi expansion product does not include the monthly tariff for the Internet connection.

What advantages does the IB-RED 4G network offer? 2016-07-18T13:13:32+00:00

IB-RED in 2013 launched the first and only fixed 4G network on the Balearic Islands. This technology allows us to offer a fixed internet connection at a higher speed, without a download limit and with wide geographical coverage. With our internet connection, you can load pages almost immediately, enjoy streamed movies without waiting or cuts, upload photos to social networks quickly, play online with ease thanks to a very low ping and have high-quality videoconferences  All this and much more, thanks to the IB-RED 4G network the 4G network of the Balearic Islands.

What is the difference between the IB-RED and 4G mobile network? 2016-06-21T10:37:02+00:00

The products marketed with IB-RED 4G technology, unlike 4G mobile, do not have a download limit. They have a flat internet connection rate that allows you to have up to a maximum of 7 devices connected at the same time.

I need to connect to do videoconferences. Would this work for me? 2016-06-21T10:40:18+00:00

If you are closing an important deal and after a phrase, you need to wait a few seconds to listen to the response or the voice cuts out constantly, you’ll probably end up losing your nerves. If you are far away from home and speaking with your children on Skype and you see their camera movements are slow or the sound does not match up with the image, you will not enjoy the conversation.

Thanks to the IB-RED ping, the low latency period of around 30ms, our connection is ideal for holding videoconferences fluidly and without cuts.

Can I use the internet connection that IB-RED offers to play games online? 2016-06-14T09:53:44+00:00

The IB-RED internet connection has a very low ping of around 30ms, which is perfect for using and enjoying games online.

What should I do in case of a breakdown? 2016-09-26T10:00:45+00:00

If you are without internet access, disconnect the POE for 10 seconds and then reconnect it to the electrical current. If you still do not have access, contact us by calling 971 53 08 03 or by sending us an email at sat@ib-red.com You can consult our technical support hours at Contact.

What is the maximum amount of time to resolve problems? 2016-06-14T09:51:12+00:00

The maximum amount of time to resolve problems is 48 hours although the majority of them are resolved in less than 24 hours.

Can I open ports? 2016-06-21T10:47:17+00:00

If you need to open ports, call us at 971 53 08 03 or send an email to puertos@ib-red.com, indicating the name of the person or company that is included in the contract.

How can I sign up? 2017-05-16T12:51:18+00:00

You can sign up at IB-RED by calling us at 971 53 08 03 or by sending us an email at info@ib-red.com indicating your name, telephone number and address. You can also use the form that you will find on the Contact page. Once your coverage has been checked, you choose the product that best suits your needs.

In a few days, you will receive a call from our technical coordinator to establish the day and time of installation. Once the antenna is installed, you must fill out the client contract and from that moment on, you’ll be a IB-RED client.

How can I find out what my coverage is? 2016-06-20T10:08:25+00:00

On the Coverage page, you’ll find a map where you can select the exact place where your address is located. Fill out the form with your data and we will analyse what the best connectivity option is for your dwelling.

How can I contact IB-RED? 2016-06-20T10:09:44+00:00

You can send us an email, fill out a form, call us or visit our offices in Pollença, Manacor, Inca, Ibiza and Menorca.
Visit the Contact page to consult where the closest office is and find out the telephone number/email of the department you wish to contact

Is there a trial period? 2016-06-14T09:47:18+00:00

You have 5 working days to try out the service. If you see that your connection is not functioning like it should, please contact us as soon as possible to solve the problem.

How and when is the service paid? 2017-05-16T09:45:39+00:00

As a general rule, instalments are not allowed. If the client requests it, the administration department must give it the go-ahead.
Sign up + Installation and additional devices, if needed, will be billed between 3 and 10 days after installation.
Monthly payments are charged to the month due on the first day of each month. The first instalment will be proportional to the days since the service was contracted.

For example, if the service is requested on August 12 and the installation takes place on the 17th, the amount of the Sign up + Installation will be invoiced between the 22nd and 27th, and on September 1st you will pay the first monthly payment (the amount corresponding to the 16 days used).. This is all via automatic bank transfer. Starting from that moment, you will be charged on day 1 of every month in the monthly quota corresponding to the previous month.

Can I change my rate or increase or reduce my Megas? 2016-07-18T13:12:08+00:00

Yes. Call us at 971 53 08 03 or send us an email to study your case.

How can I withdraw from service? 2016-06-20T09:28:11+00:00

To remove yourself from any of our services, you must send an email to bajas@ib-red.com indicating your name, National ID no., date and the reason you want to terminate your contract with us.

Is the Wi-Fi router included? Is it obligatory to buy the IB-RED router? 2016-06-20T10:06:44+00:00

None of the current IB-RED rates includes the Wi-Fi router. All routers are compatible with IB-RED, except for those from other operators that are intentionally encrypted to make them incompatible. Consult our technical team if you can use what you already have. If you don’t have a compatible router, we can install one and configure it for 35€ VAT included.

What range does the Wi-Fi router have 2016-06-13T07:42:22+00:00

The range of the Wi-Fi router will depend on the characteristics of the place where it is installed. If the signal is not strong enough, we have other devices to extend the signal or redirect it.

Is it necessary to hire a telephone line? 2017-04-03T16:48:47+00:00

With IB-RED, you do not need to hire a telephone line because our technology, unlike other operators, does not require a telephone connection to work.

What is the difference between an IP telephone and an analogue telephone? 2016-06-13T07:46:02+00:00

An IP telephone has the same sound quality and works in the same way as analogue telephones that we all know. The only difference is that the IP telephony does not need a telephone cable but rather it operates via internet. You should know that if there is a power outage, you will not have internet and, as a result, the same would happen with your telephone line.

Do I have to get a new telephone? 2016-06-20T10:04:53+00:00

No. You can continue using the telephone you have at home. Although if you want, we have digital telephones for 54€, VAT included.

Can I keep the same telephone number? 2016-06-13T07:49:02+00:00

Yes. IB-RED will be in charge of handling portability. The deadline will depend on the current operator, but typically it takes around 15 days.

How is it billed? 2017-05-16T11:32:11+00:00

It is billed per seconds. Calls between IB-RED telephones are free. Calls to national fixed lines 0.02€/min and national mobile phones 0.114€/min. Other rates available on the IB-RED website.
Calls are billed on the 1st of each month. For example, in the invoice of May 1, calls between March 23 and April 22 will be included.

Does it have call set-up? 2016-06-13T07:54:03+00:00

There is no call set-up.

Does it have a continuity period? 2017-01-23T10:54:23+00:00

No, Land line does not have a continuity period. You can withdraw from this service whenever you want.

Can I connect a fax machine? 2016-06-13T07:56:05+00:00

No. IP telephony does not permit the use of fax machines. However, there is e-fax and electronic fax on the internet that are the same in effect to a traditional fax machine.

Is the Wi-Fi router included in the price? 2016-07-18T13:11:30+00:00

No. You can use a neutral, non-codified router or acquire one that IB-RED offers for 35€, VAT included. For connections higher than 30 Megas, we recommend a professional wireless Wi-Fi router.

Can I have a fixed IP address? 2016-06-20T09:31:38+00:00

Yes. It has a price of 14€/month, VAT included.

How does it work? 2016-06-14T09:32:39+00:00

This is a joint installation that makes it more cost-effective, but every neighbour has a router and an individual line.

What is the download and upload speed? 2016-07-18T13:08:20+00:00

The basic rate starts at a download speed of 4 Megas. However, the download and upload speed depends on the geographical location of the community and their bandwidth needs. There is no download limit, and the speed is not reduced after downloading a maximum amount of data.

Is it obligatory to acquire the router? 2016-06-20T10:02:29+00:00

You can use a neutral, non-codified router or acquire one that IB-RED offers for 35€, VAT included.

Is the available bandwidth distributed equally? 2017-03-10T13:49:01+00:00

The IB-RED network is meant to and capable of discriminating between the transfer of traffic. In order to ensure an equal distribution of bandwidth, a queuing tree is made according to the types of traffic with maximums and minimums guaranteed.

Can I have a fixed IP address? 2016-06-20T09:31:45+00:00

Yes. It has a price of 14€/month, VAT included.

Why do I have to consult the price? 2016-06-14T09:20:30+00:00

This service is an internet connection adapted to the needs of the client. In order to offer the best price possible, we recommend a prior study/visit to the dwelling.

How many uploaded or downloaded Megas does this rate include? 2016-07-18T13:04:19+00:00

It depends on the geographical location of the dwelling and the bandwidth needs of the owner.

Does it have a download limit? 2016-06-14T09:25:23+00:00

Not at all, all our Internet products have a flat rate. There is no download limit. You can use the connection as much as you like without reducing the speed or increasing your bill, not like what happens with mobile connections or satellite internet.

Is it obligatory to acquire the router? 2016-06-20T10:02:48+00:00

You can use a neutral, non-codified router or acquire one that IB-RED offers for 35€, VAT included.

Do you need a telephone line? 2016-06-14T09:29:08+00:00

No. It is not obligatory.

Can I have a fixed IP address? 2016-06-20T09:31:54+00:00

Yes. It has a price of 14€/month, VAT included.

How many uploaded Megas does this rate include? 2016-07-18T13:04:51+00:00

The uploading speed is up to 2 Megas.

Does it have a continuity period? 2016-06-13T07:48:48+00:00

The Holiday Internet product has a continuity period of 2 seasons of 6 consecutive months.

How do I make the payment? 2016-06-13T07:52:57+00:00

The client is charged via automatic bank charge five days after registration. A single payment is made per season.
Instalments are not allowed. Cash payments are also not allowed.

Can I hire extra months? 2016-06-13T07:56:14+00:00

Yes. Whenever you want.

Can I have a fixed IP address? 2016-06-20T09:32:13+00:00

Yes. It has a price of 14€/month, VAT included.

Is it obligatory to acquire the router? 2016-06-20T10:02:56+00:00

You can use a neutral, non-codified router or acquire one that IB-RED offers for 35€, VAT included.

Can I hire a third season? 2016-06-13T08:18:38+00:00

Yes, of course.

If I hire the Holiday Internet product, can I connect and disconnect whenever I want? 2016-06-13T07:37:20+00:00

With our holiday plan, you choose when you start to enjoy your internet connection. You choose on what date you want to start and, therefore, on what date your 6 months of connection ends. To connect, disconnect or reconnect your holiday connection, call 971 53 08 09, always letting us know 2 days in advance.

How long does it take to perform the installation from the time that the registration request is made? 2016-06-14T08:49:18+00:00

The installation time is brief. Normally around 8 days. However, during high season, the deadline could be somewhat higher.

Does it have a continuity period? 2017-09-01T09:31:41+00:00

Yes. Our internet connections have a continuity period of 6 months, unless specified otherwise in the rate conditions.

What does the installation consist of? 2016-06-20T07:57:06+00:00

In the first place, IB-RED technicians place in the ceiling or rooftop of the home a receiving antenna with low visual impact. This is a white box of a size similar to a piece of paper (24×20 cm). Then, the cable is introduced which comes out of the receiver installed inside the home or business and is connected to the Wi-Fi router or directly to your computer.

The antenna is the property of IB-RED. Renting and maintaining it is included in the monthly quota of each client. If you no longer want to receive service, a date must be scheduled to pick up the antenna.

How many uploaded Megas do the internet rates include for individual clients? 2016-07-18T13:07:22+00:00

The uploading speed is up to 2 Megas.

Do you need a telephone line? 2017-04-04T10:00:16+00:00

No. It is not obligatory. The technology used by IB-RED, based on radio link technology, operates independently and separately from other conventional operators. Now, and until 31st of August, get Land Line and a 500-Minute Voucher in calls to national landlines for free.

I already have a Wi-Fi router. Is it obligatory to buy the IB-RED Wi-Fi router? 2016-06-20T10:07:21+00:00

All routers are compatible with IB-RED, except for those from other operators that are intentionally encrypted to make them incompatible. Consult our technical team too see if you can use what you already have. If you don’t have a compatible router, we can install one and configure it for 35€ VAT included.

Does it have a download limit? 2016-06-14T09:14:09+00:00

Not at all, all our Internet products have a flat rate. There is no download limit. You can use the connection as much as you like without reducing the speed or increasing your bill, not like what happens with mobile connections or satellite internet.

How many devices can be connected? 2016-11-15T15:05:08+00:00

For an optimum use of your internet connection, we recommend a maximum of 7 devices connected at the same time.

Can I have a fixed IP address? 2016-06-20T09:32:30+00:00

Yes. It has a price of 14€/month, VAT included.

TARIFA ESTÁNDAR FLEXI

Llamadas a fijos y móviles nacionales e itinerancia en eurozona: 0,0551€/minuto
Establecimiento de llamada: 0,1815€
SMS nacional e itinerancia en eurozona: 0,1815/SMS
SMS internacional: 0,3025€/SMS
Navegación nacional e itinerancia en eurozona: 0,0363€/Mega, con un límite de navegación en el mes de 2 Gigas, superado dicho límite se reduce la velocidad a 4kbps. Consumidos 90 Megas a velocidad reducida, se cortan los datos hasta el mes siguiente

Tarifas aplicables en caso de uso no razonable
Llamadas a fijos y móviles nacionales: 0,30€/minuto
Establecimiento de llamada: 0,30€
Navegación nacional: 0,05€/Mega

Cargos adicionales en caso de uso no razonable en itinerancia en eurozona
Llamadas a fijos y móviles de eurozona:
0,0363€/minuto
Navegación de datos: 0,009317€/Mega
SMS: 0,0121€/SMS

Resto de tráfico en caso de uso no razonable
Se perderán los efectos de descuentos, promociones o bonos aplicados. Se facturarán al cliente final todos los minutos y datos consumidos según las tarifas de consumo no razonable, así como las cuotas correspondientes de la tarifa contratada, reservándose IB-RED el derecho a suspender el tráfico de las líneas afectadas conforme a la legalidad vigente.

Consultar resto de tarifas: internacional, roaming y números especiales.

NORMAS DE USO RAZONABLE

Las normas de uso razonable aplicables a todas las tarifas IB-RED en vigor en cada momento, sin excepción, serán las indicadas a continuación:

En caso de incumplimiento de cualquiera de las anteriores normas, esto es, de realizar un uso no razonable, será de aplicación las tarifas de uso no razonable contenidas en la TARIFA ESTÁNDAR FLEXI y ello sin perjuicio de lo dispuesto en el Contrato.

BONO WHATSAPP

1 Giga de datos con navegación compatible 4G limitada a 16kbps en todas las modalidades de datos nacionales e itinerancia en eurozona según condiciones legales vigentes. Superada la navegación contratada de datos o alcanzado el fin de mes, el bono se corta • Bono aplicable sólo a líneas con tarifas con bonos de datos contratados • No prorrateable y autorrenovable • Sujeto a normas de uso razonable • Tarifa sin permanencia.

ABONAMENT WHATSAPP

1 Giga de dades amb navegació compatible 4G limitada a 16kbps en totes les modalitats de dades nacionals i itinerància en eurozona segons condicions legals vigents. Superada la navegació contractada de dades o arribat el final de mes, el abonament es talla • Aplicable únicament a línies amb tarifes amb abonaments de dades contractades • No prorrateable ni autorrenovable • Subjecte a normes d’ús raonable • Tarifa sense permanència.

NORMES D’ÚS RAONABLE

Les normes d’ús raonable aplicables a totes les tarifes IB-RED en vigor a cada moment, sense excepció, seran les indicades a continuació:

En cas d’incompliment de qualsevol de les anteriors normes, això és, de realitzar un ús no raonable, serà aplicable el tarifari d’ús no raonable contingut en la TARIFA ESTÀNDARD FLEXI i això sense perjudici del que es disposa en el Contracte.

TARIFA ESTÀNDARD FLEXI

Trucades a fixes i mòbils nacionals i itinerància en eurozona: 0,0551€/minut
Establiment de trucada: 0,1815€
SMS nacional i itinerància en eurozona: 0,1815/SMS
SMS internacional: 0,3025€/SMS
Navegació nacional i itinerància en eurozona: 0,0363€/Mega, amb un límit de navegació en el mes de 2 Gigas, superat aquest límit es redueix la velocitat a 4kbps. Consumits 90 Megas a velocitat reduïda, es tallen les dades fins al mes següent

Tarifes aplicables en cas d’ús no raonable
Trucades a fixes i mòbils nacionals i itinerància en eurozona: 0,0551€/minut
Establiment de trucada: 0,1815€
Navegació nacional: 0,05€/Mega

Càrrecs addicionals en cas d’ús no raonable en itinerància en eurozona
Trucades a fixes i mòbils d’eurozona:
 0,0363€/minut
Navegació de dades: 0,009317€/Mega
SMS: 0,0121€/SMS

Resta de trànsit en cas d’ús no raonable
Es perdran els efectes de descomptes, promocions o abonaments aplicats. Es facturaran al client final tots els minuts i dades consumides segons les tarifes de consum no raonable, així com les quotes corresponents de la tarifa contractada, reservant-se IB-RED el dret a suspendre el trànsit de les línies afectades conforme a la legalitat vigent.

Consultar resta de tarifes: internacional, roaming  i números especials.

REASONABLE CONDITIONS OF USE

The reasonable conditions of use applicable to all IB-RED rates in force at any time, without exception, will be as indicated below:

In case of non-compliance with any of the abovementioned regulations, that is, in the event of unreasonable use, the rates for unreasonable use contained in the FLEXI STANDARD RATE will be applicable, without prejudice to the provisions of the Contract.

STANDARD FLEXI RATE

Calls to national landlines and mobile phones and Eurozone roaming: €0.0551/minute. Call set-up €0.1815
National SMS and Eurozone roaming: 0.1815/SMS
International SMS: €0.3025/SMS
National browsing and Eurozone roaming: €0.0363/MB, with a monthly browsing limit of 2 GB. After reaching this limit, the speed drops to 4 kbps. Once 90 MB has been consumed at reduced speed, the data is interrupted until the following month

Rates applicable in case of unreasonable use
Calls to national landlines and mobile phones: €0.30/minute. Call set-up €0.30
National browsing: €0.05/MBa

Rates applicable in case of unreasonable use of Eurozone roaming
Calls to Eurozone landlines and mobile phones:
€0.0363/minute
Data browsing: €0.009317/MB
SMS: €0.0121/SMS

Rest of traffic in case of unreasonable use
the effects of discounts, promotions or bonuses applied will be lost. The End Client will be charged for all minutes and data consumed on the basis of the rates for unreasonable consumption, as well as the corresponding fees of the contracted rate. IB-RED also reserves the right to suspend the traffic of the affected lines in accordance with current legislation

Consult other rates: international, roaming and special numbers.

VORSCHRIFTEN ÜBER DEN SINNVOLLEN GEBRAUCHS

Die Vorschriften über den sinnvollen Gebrauch, die auf alle IB-RED-Tarife zu jedem Zeitpunkt ohne Ausnahme anwendbar sind, werden nachfolgend aufgeführt:

Bei Verletzung einer der vorstehenden Vorschriften, d. h. bei nicht sinnvollem Gebrauch, kommen die Tarife über den nicht sinnvollen Gebrauch zur Anwendung, die im STANDARDTARIF FLEXI enthalten sind, unbeschadet der Bestimmungen im Vertrag.

WHATSAPP VOUCHER

1 GB of data with 4G-compatible browsing limited to 16 kbps for all forms of national data and Eurozone roaming according to current legal conditions. Once the contracted data browsing is reached, or the month ends, the voucher expires • Voucher only applicable to lines with rates that include contracted browsing vouchers • Not proportional or self-renewable • Subject to reasonable conditions of use • Rate without continuity period.

WHATSAPP-ABO

1 Gigabyte Datenverkehr mit kompatiblem Surfen 4G begrenzt mit 16kbps bei allen nationalen Datenmodalitäten und Roaming in der Eurozone gemäß den geltenden gesetzlichen Bedingungen. Nach Überschreitung der abgeschlossenen Datenverbindungen oder am Ende des Monats wird das Abonnement unterbrochen • Abo nur anwendbar auf Linien mit Tarifen mit abgeschlossenem Surfabo • Nicht umlagefähig und selbsterneuernd • Es unterliegt den Vorschriften über den sinnvollen Gebrauch • Tarif ohne Mindestvertragsdauer.

STANDARDTARIF FLEXI

Anrufe im nationalen Fest- und Mobilfunknetz und Roaming in der Eurozone: 0,0551€/Minute
Verbindungsaufbau: 0,1815€
Nationale SMS und Roaming in der Eurozone: 0,1815/SMS
Internationale SMS: 0,3025€/SMS
Nationales Surfen und Roaming in der Eurozone: 0,0363€/Megabyte mit einer Höchstgrenze von monatlich 2 Gigabytes. Bei Überschreitung dieser Grenze wird die Geschwindigkeit auf 4kbps verringert. Nach einem Verbrauch von 90 Megabytes mit reduzierter Geschwindigkeit wird die Datenverbindung bis zum folgenden Monat ausgesetzt

Anwendbare Tarife bei nicht sinnvollem Gebrauch
Anrufe im nationalen Fest- und Mobilfunknetz:
0,30€/Minute
Verbindungsaufbau: 0,30€
Nationales Surfen: 0,05€/Megabyte

Zusatzbelastungen bei nicht sinnvollem Gebrauch beim Roaming in der Eurozone
Anrufe im Fest- und Mobilfunknetz der Eurozone:
0,0363€/Minute
Datenverbindung: 0,009317€/Megabyte
SMS: 0,0121€/SMS

Übriger Verkehr bei nicht sinnvollem Gebrauch
Die Auswirkungen von Nachlässen, Angeboten und angewandten Boni gehen verloren. Dem Endkunden werden alle verbrauchten Minuten und Datenverbindungen nach dem Tarif für nicht sinnvollen Gebrauch berechnet sowie die entsprechenden Beiträge des abgeschlossenen Tarifs, wobei sich IB-RED weiterhin das Recht vorbehält, den Verkehr der betroffenen Linien gemäß der geltenden Gesetzgebung zu unterbrechen.

Erfragen Sie die übrigen Tarife: internacional, Roaming und Sondernummern.

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