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? 2017-04-03T16:47:28+00:00

Yes. Our internet connections have a continuity period of 9 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.

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