Frequently Asked Questions
Here is a list of the most commonly asked questions for
Business Internet plans and services. If you have any other
questions, please contact us
Business Internet FAQs
1What are the opening hours of your offices?
We have one office in Almancil, open between 9am – 6pm Monday to Friday. We also have a technician on duty after hours for any emergencies.
Almancil Office
NR272B, Estr. Vale Formoso
8135-148 Almancil
Tel: 289 396 055
2What Areas Do Lazer Provide Service?
Currently, Lazer operates in Quinta do Lago, Vale do Lobo, Almancil, Santa Bárabara de Nexe, Alfeição, Vale Telheiro, Quarteira, Vilamoura, Olhos de Água, Albufeira, Boliqueime, and Sesmarias with plans for further expansion of its network in the near future.
3How Can I Check If You Have Service In My Area?
Using the online network map simply plot your home address and send a pin point from Google Maps with the co-ordinates of your address to, commercial@lazerspeed.com and we will check your address on our network Map.Please include your Name and Property Address on the E-mail.
4The Map Shows Service Where I Live, But I Don’t Have Any. What Should I Do?
Do not dismiss this as Lazer not being available in the area. Please contact the customer support desk who will be happy to look at bespoke connections and survey to assess viability.
5Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there is a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
6Is there a contract?
Yes. Before we provide service, the customer must sign a contract and provide the following support documents
- Completed Contract
- Completed Direct Debit Form
- A copy of your Passport
- Proof of address
- Fiscal Number
- Proof of your IBAN number (if you wish to pay by Direct Debit)
7Can I Send My Application By Email?
Yes, you can send your application to commercial@lazerspeed.com
8What Methods Of Payments Are Available?
- Direct Debit
- Cash & Cheque
- Bank Transfer
- Portuguese Debit Cards
- International Credit Cards
9What Is The Minimum Contract Length?
Most common contracts are for a period of 24 months. However, we also have contract durations of 12 months, 6 months and non-contractual. Different pricing and terms apply for these contracts. Please send an email to our team for more information via commercial@lazerspeed.com
10Is There A Cancellation Fee For Canceling Early?
Yes, this will be subject to the length of time expired on the contract. Full details can be found in your T&Cs
11How Long Do I Have If I Am Dissatisfied And Want To Cancel With No Penalty?
Normal cooling off period is 30 days
12Once The Term Of The Contract Is Up, Will My Monthly Costs Change?
Costs may vary depending on promotions / offers at the time of expiry. However, all changes will be communicated prior to the change being implemented
13Is The Service Unlimited, Or Is There A Limit On The Monthly Usage?
Our service is unlimited
14What Additional Fees Can I Expect?
In some cases, Lazer may charge for installation if the property is outside the Network. Phone call charges are subject to individual usage.
15When Will The Direct Debit Be Taken From My Account?
Our billing period goes from the 20th of the month to the 19th of the following month. Your DD payment will be taken after the 19th of each month
16Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there is a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
17Is the modem price included in the monthly access fee or will I be charged a rental fee each month?
If you are within the network then installation may be free which includes the ONT, however, this will remain the property of Lazer and should be returned if you leave.
18Can I Purchase My Own Modem That Will Work With Your Service?
No you may request to purchase directly from us as no other modem will be compatible with our service
19Who Is Responsible For The Equipment If It Breaks, And Is There A Warranty?
The equipment is subject to the manufacturer warranty and if it breaks due to a failure of the manufacturer then Lazer will replace it free of charge. However, if the damage is caused by independent source then a charge may apply
20Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there are a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
21Do you throttle bandwidth-intensive users?
No
22What Is The Difference Between Wired And Wireless Broadband Access?
A wired connection is what is normally referred to as an ethernet connection normally via CAT 5 cable, wireless connectivity or (wifi) as it is normally referred to will fluctuate depending on the integrity of the internal network and can be compromised by the fabric of the structure and the distance from the ONT, this can enhance with the installation of access points.
23What Speed Do I Need?
Most domestic users will not use more than 20MB for standard usage such as phones, tablets, streaming, gaming etc
24How Do I Know What Speed I Am Getting?
When installed the technician will carry out a speedtest by connecting a laptop via ethernet cable to the ONT and complete a test using speedtest.net app this will verify the speed being delivered to the ONT, he will also record this screen test for Lazer records, we can also test remotely the speed being delivered.
25Do You Know What The Peak Usage Times Are?
We monitor usage rates
26What Internet Speeds Do You Offer? Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there are a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
27Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there is a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
28Do you have 24/7 technical support?
Yes we have a dedicated help desk and offer 24/7 callout service should it be required
29How Often Have You Had Customers Reporting Outages?
Outages are a part of the telecommunications business. We monitor this constantly and have a dedicated 24/7 service to rectify any issues
30Is Technical Support Available Online, On The Phone, On Email, Or A Combination Of These?
Yes we offer a combination of technical support services
31How Can I Obtain My WIFI Code?
Your WiFi password will be issued on the day of installation by our technician who will be happy to help set up any devices for you. If you forget this you can obtain your WIFI code by contacting our office on 289007900 where one of customer service agents will provide the code for you.
32Can I Change My WIFI Code?
Yes, the WIFI code can be changed to suit you. Send an e-mail to our Support Desk at customer.support@lazerspeed.com to make the request, detailing your address, current WIFI code and a contact number
33Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there is a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
34Need to extend Lazer WIFI coverage throughout your premises or to an Outdoor Area?
E-mail customer.support@lazerspeed.com with your requirements
We will organise to have a technician visit your premises to talk you through the best options to suit your requirements We can supply WIFI extenders, TV Access Points & Digital Boxes.
35Landline Phone
Lazer can provide a new phone number for all our phone customers
36Can I Keep My Number If I Move From Another Provider?
Yes, you can port your existing phone number from a previous provider by completing a portability request
37Which TV Channels Do You Provide?
Access to TV is via AMLA. We have over 200 TV channels, including Sports and Entertainment Channels. For a full listing of the channels available contact, customer.support@lazerspeed.com
38Can I Avail Of Catch Up TV?
Catch up TV is available with Lazer for all fibre customers and enables you to watch TV programmes for up to 7 days and sports channels for up to 3 days. You need to be connected to the Lazer WIFI network in your house, then log onto cutv.lazertelecom.com For customers who do not have a fibre connection, please contact customer.support@lazerspeed.com to enquire about upgrading your package.
39Why Does My Internet Connection Seem Slower At Some Times Of The Day Than Others?
Lazer delivers what is contracted within your bundle, the connection may appear to be slower at peak times whenever there are a lot of internal users. However, this will most likely occur through wi-fi and not directly through the ONT. Your wifi coverage will depend on other factors such as the size of the property, location of the ONT and indeed the fabric of the internal walls and ceilings.
40Having difficulty connecting to the Internet?
- Check the lights on your ONT
- If the light is red – Contact Technical Assistance to speak to one of our Technicians
41Are You Missing Some Channels From Your TV Guide? See Below A Quick Guide To Retune Your TV
For Lazer customers in Quarteria and Vilamoura
On your remote control press,
- Menu
- Broadcasting
- Auto Tuning
- For Lazer Customers in Quinta do Lago, Vale do Lobo & Almancil, follow the same steps on your remote control, you will be promoted to add some or all of the frequencies below
| Start Frequency | 538000 | KHZ |
| Stop Frequency | 858000 | KHZ |
| Symbol Rate | 6800 | KS/S |
| Modulation | 256 | QAM |
42How Can I Access My Voicemail On My Lazer Landline?
Dial 4000 from the handset in your house to be directed into the voicemail
43Glossary
ONT – Optical Network Terminal
Mbs – Megabits per second
DD – Direct Debit
T&Cs – Terms and conditions