Frequently Asked Questions (FAQs)

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.

What areas does Lazer provide service in?

Currently, Lazer operates in Quinta do Lago, Vale do Lobo, Almancil, Santa Bárabar de Nexe, Vilamoura, Olhos de Agua, Albufeira and Sesmarias with plans for further expansion of its network in the near future.

How can I check if Lazer has coverage 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.

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.

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.

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 request by email?

Yes, you can send your request to commercial@lazerspeed.com

What methods of payment 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. 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

Is there a cancellation fee if I cancel my contract 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?

The trial period is 15 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, and there are no traffic caps.

What 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.

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

Is 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.

Can I Purchase my own modem that will work with your services?

No. However, you may request to purchase a modem directly from us, as no other modem will be compatible with our service

If my equipment breaks, who is responsible 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

Do you throttle bandwidth-intensive users?

No, we never throttle our users. Our service is unlimited and there are no traffic caps.

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 users will not use more than 200 Mbps for standard usage such as phones, tablets, streaming, etc. Though more bandwidth-intensive activities such as gaming may benefit more from 500 Mbps and upwards.

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, but are not able to provide this information as it can vary greatly.

What Internet speeds do you offer?

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.

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 do customers report outages?

Outages are a part of the telecommunications business. We monitor this constantly and have a dedicated 24/7 service to rectify any issues as quickly as possible.

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

Yes, we offer a combination of 'round the clock technical support services, including a dedicated email help desk at helpdesk@lazertelecom.com, customer support via phone, and more.

How can get my Wi-Fi code?

Your Wi-Fi code 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 Wi-Fi code by contacting our office on 289007900 where one of customer service agents will provide the code for you.

How can I change my Wi-Fi Code?

Yes, the Wi-Fi 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 Wi-Fi and a contact number.

How do I extend my Lazer Wi-Fi coverage throughout my property 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.

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