How Can We Help?
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
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.
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.
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.
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)
Yes, you can send your application to customer.support@lazerspeed.com
- Direct Debit
- Cash & Cheque
- Bank Transfer
- Portuguese Debit Cards
- International Credit Cards
Most common contracts are for a period of 24 months
Yes, this will be subject to the length of time expired on the contract. Full details can be found in your T&Cs
Normal cooling off period is 30 days
Costs may vary depending on promotions / offers at the time of expiry. However, all changes will be communicated prior to the change being implemented
Once entered into a contract the price is guaranteed for the life of the contract
Our service is unlimited
In some cases, Lazer may charge for installation if the property is outside the Network. Phonecall charges are subject to individual usage.
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
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 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.
No you may request to purchase directly from us as no other modem will be compatible with our service
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
Do you throttle bandwidth-intensive users?
No
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.
Most domestic users will not use more than 20MB for standard usage such as phones, tablets, streaming, gaming etc
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.
We monitor usage rates
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.
Do you have 24/7 technical support?
Yes we have a dedicated help desk and offer 24/7 callout service should it be required
Outages are a part of the telecommunications business. We monitor this constantly and have a dedicated 24/7 service to rectify any issues
Yes we offer a combination of technical support services
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.
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
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.
Lazer can provide a new phone number for all our phone customers
Yes, you can port your existing phone number from a previous provider by completing a portability request
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
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.
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
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 |
Dial 4000 from the handset in your house to be directed into the voicemail
ONT – Optical Network Terminal
Mbs – Megabits per second
DD – Direct Debit
T&Cs – Terms and conditions
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.
SILVER FIBRE + TV*
- 100Mbps upload/download Fibre connection
- Totally unlimited bandwidth
- *TV packages provided by AMLA
- Priced monthly
- VAT included
GOLD FIBRE + TV
- 200Mbps upload/download Fibre connection
- Totally unlimited bandwidth
- *TV packages provided by AMLA
- Priced monthly
- VAT included
PLATINUM FIBRE + TV
- 500Mbps upload/download Fibre connection
- Totally unlimited bandwidth
- *TV packages provided by AMLA
- Priced monthly
- VAT included
