Frequently asked questions

I have no access to the Internet. What can I do?

If you are without Internet connection follow these steps:

  1. Check all the electrical connections are correct and the devices are switched on (antenna power supply, router, etc.).

  2. Verify all the cables are connected properly in place.

  3. If you're connected by cable, check the network card is active and configured to take the IP address automatically.

  4. If you're connected by wifi, check the device is connected to the router, verifying the password is correct.

  5. If you continue without connection, reboot the equipment (antenna and router) and the devices you're trying to access the Internet with.

  6. If after all this you still can't access to the Internet, please call us at 950 479 369, send us an e-mail to soporte@nextcomunicaciones.com or come to any of our offices to report this issue.

My connection speed is very slow

If you notice your connection speed is abnormally slow, follow these steps:

  1. If you're connected by wifi, make sure the device is within range of the wireless signal from the router.

  2. Also check if there is another device making an excessive use of the bandwidth.

  3. If none of these are the cause of the problem, connect a PC by cable directly from its network card to the antenna power supply LAN port.

  4. Access the website Testvelocidad.eu and do a speed test.

  5. If the values shown by the test don't conform to the contracted speed, check there are no programs running consuming bandwidth. Make sure your computer is free from viruses and malware that may be affecting the performance of the connection.

  6. If after all this you still can't access to the Internet, please call us at 950 479 369, send us an e-mail to soporte@nextcomunicaciones.com or come to any of our offices to report this issue.

Using Skype, sometimes I notice delays and cuts in conversations

Skype, as many other programs that require Internet access, uses a number of ports to work properly. To operate normally within our systems:

  1. Go into the General options section in Skype.

  2. Set as main port the 54045.

I can't connect my iPhone or iPad to the wifi

The wifi networks are often protected by password, and these may have different encryption levels. The higher the encryption level is, the harder it is to infringe.

At Next Comunicaciones we use to configure the wifi routers the highest encryption level possible to assure the wireless network security. But this imply the devices to connect admit this protocol.

Apple devices don't admit WPA2-PSK passwords. To connect them to the wireless network, its security level may be configured with WPA-PSK passwords or lower type.

I want to port my telephone number. Which documents do I need?

Only a photocopy of your DNI/NIE and the last invoice from your current phoneline operator. We will provide you with the rest of the documents.

In case of a company, a photocopy of its CIF, the last invoice from its current operator, a certificate confirming the person responsible for the telephone line and a photocopy of his/her DNI/NIE.

How long does a portability take?

What happens while it is in process?

Portabilities for telephone numbers can take up to twenty working days, but usually takes less. The time varies depending on any inconveniences brought up by the company the number belonged to, caused by any pending issues (unpaid invoices, possession of more than one line...).

Whilst the portability is being processed, the telephone line remains operational, as the previous provider will not disconnect the line until the time the portability has become effective.

We receive notification of the successful portability (window change), we will contact you to coordinate the installation of the new telephone device. During this period (approximately two hours) you may not be able to make or receive calls, due to the configuration of the line transfer.

How can I report a technical issue?

We have at your disposal several ways to report us an issue:

How can I schedule my Next Vacaciones service?

With the Next Vacaciones service you're able to switch your Internet connection off when you're not using it, paying a reduced fee of only 2.95€ per month (plus VAT). To schedule your service you just have to send an e-mail to vacaciones@nextcomunicaciones.com providing your NIF/CIF/NIE, complete name and the dates you want your service to be switched on and/or off.

You have only to consider three things:

  • The service must remain active for a minimum period of one month from the activation date each time. From that minimum period you can deactivate your connection whenever you want.

  • You must advise us with a minimum of two working days notice for us to process your request on time. Requests received after 17:00 will be processed from the next working day. Requests must be made in Spanish or English.

  • Your connection is automatically activated early on the day you specify to turn it on and deactivated late in the evening of the day you want it to be turned off. For example, if you ask to switch off your connection on 15th, that will be the last day you have access to the Internet. The disconnection will take place on 16th.

Can I change a Next Vacaciones planning?

Yes, as long as you notify us with a minimum of two working days notice before the date on which it becomes effective change in service.

Can I schedule my Next Multimedia service?

Yes, but only if you are contracted to a Next Vacaciones package. By default, we activate or deactivate the Next Multimedia service the same day as the Internet connection is switched on or off according to the Next Vacaciones schedule.

If you only want to activate your Internet connection, you should specify it in the Next Vacaciones service request e-mail. Similarly, if you only want to deactivate your Next Multimedia service, specify it by e-mail to the same way you'd do for the Next Vacaciones service.

Please note the Next Multimedia service depends on an Internet connection, so it is not possible to switch off your Internet connection keeping your Next Multimedia active.

I have forgotten my user password. What can I do?

If you have forgotten your password and cannot access your user area, call us on 950 479 369* or send an e-mail to info@nextcomunicaciones.com. We will reset your password so that you can gain access and set a new one.

Outgoing mail does not work

This problem is caused, usually, by the change of the output port on the e-mail account SMTP server. The solution is to change the port 25 to the 587:

  • Microsoft Outlook: go into Tools → E-mail accounts, select the option See or change existing e-mail accounts and click Next. Select the account (in case of having two or more) and click on Change.... Click on More configurations... and select the tab Advanced. In the output server (SMTP) field replace 25 for 587, click on Accept, Next and, finally, Finish.

  • Microsoft Outlook 2007:go into Tools → Account configuration, select the tab E-mail, select the account (in case of having two or more) and click Change.... Click on More configurations... and select the tab Advanced. In the output server (SMTP) field replace 25 for 587, click on Accept, Next and, finally, Finish.

  • Microsoft Outlook Express o Microsoft Windows Mail: go into Tools → Accounts... and select the tab Mail. Select the account (in case of having two or more) and click on Properties. Click on the tab Advanced options and, in the Outgoing mail (SMTP) field, replace 25 for 587. Click on Accept and, finally, on Close.

  • Mozilla ThunderBird: go into Tools → Account configuration. On the left side of the window, select Outgoing server (SMTP). On the right side, select the outgoing server to modify (in case of having two or more) and click on Edit.... In the Port... field, replace 25 for 587. Click on Accept and, again, on Accept.

  • Mail (Mac): go into Mail → Preferences. Click on the Accounts icon and, at the Outgoing server (SMTP) menu, click on the drop down menu and select the server to modify (in case of having two or more). Click on Advanced and modify the Server port field replacing 25 for 587. Finally, click on Accept.

How and when do I have to pay for the services?

The services provided by Next Comunicaciones S.A. are charged monthly in arrears. We invoice at the beginning of each month for the service provided for the previous month.

The first month you will only pay for the days we have provided your service, from the date the technician had completed the installation. For example, if your installation took place on 20th of April, at the beginning of May you will only be invoiced for the eleven days you have had Internet access with us.

Invoices are sent to the bank account between 1st and 5th of each month.

I have an outstanding bill payment. What should I do?

If you were unable to pay your bill on time, we offer two solutions:

  • Call us on 950 479 369* for the invoice number, amount outstanding and account number to make either a payment or transfer.

  • Come to any of our offices** to settle the outstanding amount in cash or by credit/debit card.

Please note that a surcharge of 5€ will be made for each receipt returned by your bank.

* Customer service hours: Monday to Sunday, from 9:00 to 21:00.
** Office hours: Monday to Friday, from 9:00 to 17:00. Office in Albox: Monday to Friday, from 9:00 to 14:00.

Can't find the answer?

If these responses have not resolved your questions or if you consider that there are other issues that should appear here, please contact us and we will try to solve it.

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