How Can We Help?

Operating Info

What are the opening hours of your offices?

We have two offices, one in Vilamoura and one in Almancil, both are open between 9am – 6pm Monday to Friday. We also have a technician on duty after hours for any emergencies.

Almancil Office

Rua Cristóvão Pires Norte
Edifício Norte, R/C, Loja D
8135-117 Almancil

Tel: 289 007 900

Vilamoura Office

Urbanização Vila Lusa Marina,
Loja J21
8125-409 Quarteira

Tel: 289 396 055

What areas do Lazer provide service?

Currently, Lazer operates in Quinta do Lago, Vale do Lobo, Almancil, Vilamoura and Albufeira with plans for further expansion of its network in the near future.

How 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, customer.support@lazerspeed.com and we will check your address on our network Map Please include your Name and Property Address on the E-mail.

The 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.

Prices and Contracts

Is 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)

Can I send my application by Email?

Yes, you can send your application to customer.support@lazerspeed.com

What methods of payments are available?

Direct Debit
Cash & Cheque
Bank Transfer
Portuguese Debit Cards
International Credit Cards

What is the minimum contract length?

Most common contracts are for a period of 24 months

Is 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

How long do I have if I am dissatisfied and want to cancel with no penalty?

Normal cooling off period is 30 days

Once 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

How do you handle price increases and is my price guaranteed for a certain time?

Once entered into a contract the price is guaranteed for the life of the contract

Is the service unlimited, or is there a limit on the monthly usage?

Our service is unlimited

What additional fees can I expect?

In some cases, Lazer may charge for installation if the property is outside the Network. Phonecall charges are subject to individual usage.

What is triple-play service? What is a bundle

Triple play is a package that includes all 3 services – Internet, TV and phone, a bundle can vary depending on the services required, however by bundling services there normally is a saving, especially if you take all services with Lazer

When 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

Equipment and Software

Is the modem price included in the monthly access fee or is will I be charged a rental fee each month?

If you are within 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.

Can 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

Who 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 free of charge. However, if the damage is caused by independent source then a charge may apply

Speeds

Do you throttle bandwidth-intensive users?

What 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.

What speed do I need?

Most domestic users will not use more than 20MB for standard usage such as phones, tablets, streaming, gaming etc

How 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.

Do you know what the peak usage times are?

We monitor usage rates

What 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 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.

Maintenance and Security

Do you have 24/7 technical support?

Yes we have a dedicated help desk and offer 24/7 callout service should it be required

How 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

Is technical support available online, on the phone, on email, or a combination of these?

Yes we offer a combination of technical support services

How 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.

Can 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

Additional Services

Need 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 WIFIextenderss, TV Access Points & Digital Boxes.

Landline phone

Lazer can provide a new phone number for all our phone customers

Can 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

Which 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

Can I avail of Catch Up TV?

Catch up TV is available with Lazer for all fibre customers and enables you to watch TV programmes up to 7 days and sports channels 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 to enquire about upgrading your package.

Troubleshooting

Having 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

Are 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

How can I access my voice mail on my Lazer Landline?

Dial 4000 from the handset in your house to be directed into the voicemail

Glossary

ONT – Optical Network Terminal

Mbs – Megabits per second

DD – Direct Debit

T&Cs – Terms and conditions

Lazer Kids Safe

All you need to know about LAZER KIDS SAFE!

How do I set up this service at home?

Very simple! Contact our team at Lazer Telecom via email on customer.support@lazerspeed.com or call on +351 289 396 055. Fill out our sign up form and accept our very straight forward T&C’s and in less than 24 hours your kids will be browsing safer than ever.

How long is the contract period for?

As long as you wish. This is a pay as you go service. Let us know 30 days in advance when you want to cancel.

Does Lazer Kids Safe slow down my internet speeds?

Not at all, this will not affect your current speeds. Your kids devices will be connected to a completely different network, which will give your home and additional speeds of up to 100 Mbps, depending on the bundle subscribed to.

I have Access Points at home, will my kids devices connect to these with the new Lazer Kids Safe service?

In case of having Access Points, and wanting to connect your kids devices to these, you will need a smart switch to connect them. This has an additional cost of 150€ which is a one-off payment, and will connect to all your Access Points.

Does Lazer Kids Safe work on 3G/4G at home?

No, make sure you are connected to Lazer Kids Safe Wi-Fi network to prevent from inappropriate content showing!

Can I contract this service if I'm not a Lazer customer?

Unfortunately, not. But why not become our customer? Check out our bundles now and get started with our super-fast fibre speeds at www.lazertelecom.com/services

How many devices can connect to this new network?

Unlimited devices! Sign up today and try our service now!

My kids are in two different age profiles, can I have more than one profile at home? Do I have to pay extra?

Of course you can, you can have as many profiles as you wish. Each profile will be charged as an individual service, increasing your internet speeds at home up to 100Mbps per new network!

Can I set up a Direct Debit payment?

Of course you can! We encourage you to do so in order to make our service the most convenient as possible.

What if my child gains access to the main network?

In this case, you can request to change the password to your router by directly contacting helpdesk@lazerspeed.com or calling on +351 396 055

Can I make changes to the set profiles you offer or customise my own profile?

Yes! We understand every parent has different ways of parenting their children. Therefore, we have an option for you to customise or create a profile for an extra 7,5€ a month or simply pay a 50€ up front fee.

I have had Lazer Kids Safe for a couple of years now and my child has moved on to a different group age. Can I change the profile I originally subscribed to the next one?

Yes! No problem at all. Simply contact our team, and we will make this change for you remotely.

Our bundles start at 100Mbps, however, we also have 200Mbps, 500Mbps and 1Gbps bundles to domestic users and can offer up to 1Gbps for business users.