Skip to content

Frequently asked questions

Browse through our frequently asked questions to find answers to your questions. If you can’t find what you’re after, contact us or give us a call!

I want to cancel the fibre service. How do I do it and what do I need to do with the router?

To cancel, please send us email to, providing the ID number that you used to register with us and the reason why you want to cancel your fibre service.

If you’re still within your minimum commitment period, then you’ll be charged a fee for the fibre installation costs. The fee depends on the amount of time left on your commitment period. We’ll contact you before doing anything, so you’ll have all the information before making your final decision.

When we process the cancellation, we’ll charge a deposit of €100 plus taxes to your credit or debit card for the return of the router. This amount will be refunded once we’ve received the router in good condition.

We’ll send you an email with instructions on how to return the router. It should be packed in a cardboard box and dropped it off at your nearest post office. The shipping is free of charge. In the email, we’ll provide you with a tracking number for the package.

The return period is 30 calendar days. If we haven’t received it by then, we’ll assume that you’ve decided to keep it, and the deposit will not be refunded.

Decorative Line
Monday to Saturday from 9am to 9pm (Canaries: 8am to 8pm)
Join Lobster
Call 1661
Already a customer
Call 711
From outside Spain
+34 711 000 711