FAQ

Features of the Nexim Fibre Promo plan

Fibre up to 1 Gbps, with the freedom to choose the add-on services that suit you best.

Available exclusively in areas served by a compatible FTTH network, subject to geographical limitations. Check coverage with our dedicated tool.

✔ Contract term: 12 months
✔ Required documents: Identity document and a valid payment method (credit card, PayPal or direct debit from a bank account)

An FTTH router is required for the connection. You can rent one for an additional monthly fee or use a compatible device. Find out more about the Wi-Fi router.

For further details, see the Service Charter.

When will I start paying?

The first monthly instalment will be charged when the order is placed and will cover the first month of service from the activation date.

Subsequent automatic charges will be taken monthly in advance.

✔ Upcoming payment notification – You will receive an email 5 days before the charge.
✔ Payment confirmation – We will send you a notification when the charge is made.
✔ Invoice – After payment, you will receive the corresponding invoice.

Activation cost and monthly fee

There are no activation or migration fees when switching to Nexim.

• For the first 6 months Fibra Nexim, Promo has a fee of 17,69 € / month, from 7° month the fee is 24,90 €
• Fibra Nexim has a fee of 24,90 € / month.

Want to know more?
Visit the page tariff transparency

What does the plan include?

• Only true optical fibre
  – Standard download speed: up to 1 Gbps.
  – Standard upload speed: up to 300 Mbps (up to 500 Mbps in white areas).
  If your address is served by a compatible FTTH network, you can boost the standard speed by choosing from the optional services Download 10 Gbps, Download 2.5 Gbps and Upload up to 1 Gbps.
• No activation fee
  There are no activation or migration fees when switching to Nexim, not even in white areas.
• Dedicated support
  Our team of operators is at your disposal.
• Static IPv6 prefix
  Available on request.

What are white areas?

The white areas are the areas of the country where new connections to the FTTH network require longer activation times. These areas generally correspond to remote municipalities with low population density.

The following conditions apply in white areas:

✔ Nexim Fibra is even more powerful, with upload speeds of up to 500 Mbps.
✔ The optional service Download 2.5 Gbps is available at €4.00 per month.
✔ There are no activation or migration costs when switching to Nexim.

Check coverage to find out whether your address is in a white area

Support and any service call charges

• How to request support
  Through the page Support you can contact 24/7 support.

• Repair work is charged at 89,99 € and will be charged to you in the following cases:

  • Support not included, not required, or caused by events and/or circumstances attributable to you.
  • Malfunction of equipment not installed during activation.
  • Obstruction of, or refusal to allow, work to proceed once the appointment has been agreed.Free on-site support
    It applies only in cases of malfunction, not attributable to you, of the line or of the devices installed during activation: optical socket, ONT and, where rented, the Wi-Fi router.

  You will be charged a fee of 79,99 € if:

  • The activation appointment is rescheduled after 2.00 p.m. on the day before the date already confirmed.
  • The technician finds no one present for the appointment at the activation address.
  • The technician is refused permission to proceed during the work.

  In addition to the payment methods used to charge the subscription fee, the cost of on-site support visits can also be settled by bank transfer.

   

    

Contact and activation times

To avoid the activation being suspended, it is important to follow a few simple rules:

• Provide a telephone number on which you can be reached (please note that if you are abroad you may not receive SMS messages).
• The process will begin only once the contract has been finalised, which requires the order payment to be recorded and the identity document to be validated.
• We will notify you via email and SMS* on updates to your activation process, which you can follow at any time in the customer area.
• Within approximately 7 working days (up to 30 days in white areas) from the finalisation of the contract, you will be contacted to arrange an appointment with the technician.
• Typically, within 15 working days (approximately 55 days in white areas) from the finalisation of the contract, the technician will carry out the work at your address, and activation will take place at the same time, barring any technical complications.
• You can reschedule the appointment free of charge if the request is made through the customer area by 14:00 on the previous day the confirmed appointment. Beyond this time, a charge will be applied for a wasted call-out during activation, as indicated in the offers.
• Before installation, make sure that the route for the fibre optic cable is not obstructed by furniture, false ceilings or other obstacles, so that the technician can install it without difficulty.

*Note: If you are abroad, you may not receive SMS messages.

General provisions

To avoid the activation being suspended, it is important to follow a few simple rules:

• Provide a telephone number on which you can be reached (please note that if you are abroad you may not receive SMS messages).
• Ensure that the person named as the contact for activation is present at the address indicated for the entire duration of the work, as the technician will need to access the interior of the premises.
• Check that the existing telephone network is accessible. The fibre optic cable may be installed along the same route, so make sure access is not obstructed by furniture, false ceilings or other obstacles.z

Activation appointment

It is included with the plan, is carried out by a specialised technician and covers:

• the physical routing of a fibre optic cable, using the telephone infrastructure already present in the rooms;
• the installation and connection of the wall-mounted devices (optical socket and ONT) in a position to be agreed with the assigned technician;
• the tests to commission the connection and, if you choose the rental router, its configuration.

See how #FTTH fibre optic reaches your home

Scope limits and possible additional costs

To avoid the activation being suspended, it is important to follow a few simple rules:

• Provide a telephone number on which you can be reached (please note that if you are abroad you may not receive SMS messages).
• Ensure that the person named as the contact for activation is present at the address indicated for the entire duration of the work, as the technician will need to access the interior of the premises.
• Check that the existing telephone network is accessible. The fibre optic cable may be installed along the same route, so make sure access is not obstructed by furniture, false ceilings or other obstacles.

Scope limits and possible additional costs in white areas

If your address is located in a white area, additional chargeable work may be required, depending on the distance between the fibre optic infrastructure and the boundary of your property.

In particular, if the length of the link exceeds 50 metres in a horizontal line, additional work will be required. In this case, activation will be suspended and we will contact you to provide you with a quote.

This requirement will be assessed solely by the assigned technician during the activation visit.

Charging of any additional costs

Any additional costs or extra work agreed with the assigned technician will be charged to the payment method you have set up for automatic instalment collection. This will be processed separately from the monthly service payment. If a charge is applied, you will receive an notification email to inform you of the transaction.

How does the Open Fiber FTTH network work?

The access network FTTH Open Fiber is a passive multi-operator infrastructure supporting two technology configurations:

FTTH Point-to-Point:

• This involves the installation of a dedicated connection in optical fibre between theOptical Distribution Frame (ODF) and the network termination point. The fibre route may consist of several sections, spliced with splice closures and connectors.

FTTH point-to-multipoint

• Uses sections of “passive” optical fibre, which can be shared between multiple end users. These are connected via passive splitters according to a tree topology, using technologies PON (Passive Optical Network).

FTTB – Fibre to the building

• In some less common situations, there is also the architecture FTTB (Fiber To The Building/Basement), in which the optical fibre connection reaches all the way to the building boundary or to a group of homes.

• FTTH point-to-point
  This involves the installation of a dedicated optical fibre link between the Optical Distribution Frame (ODF) and the network termination point; the fibre path may be made up of different fibre sections, joined with splice closures and connectors.
• FTTH point-to-multipoint
  It involves the use of “passive” optical fibre segments, which can be shared between multiple end users and connected by means of passive splitters in a tree topology; in this case the technologies are referred to as PON (Passive Optical Network).
• FTTB – fibre to the building
  Although less common, FTTB (Fiber To The Building/Basement) architectures also exist, in which the fibre optic link reaches the boundary of the building or group of homes.

How migration works

If a compatible FTTH connection is already active at your address, you can switch to Nexim Fibra through a migration, continuing to use the same network infrastructure.
Migration involves no additional cost compared with a new activation and the timescales of the procedure are generally shorter than those of a new activation.

What do I need to know about migration

To complete the migration, all you need is the migration code, which you can find on your invoices or by logging into the customer area of your current provider. You will be asked to enter it during the order process.

There is no need to cancel your current operator, and your connection will not suffer interruptions during the transfer.

Regarding the choice of router:

• If you choose the rental router, the technical work will consist solely of the router configuration.
• If you use your own compatible router, no technical work will be required. We will contact you once the line will be activated.

Internet line relocation

In the event of relocation of an active line, you will need to follow these steps:

1. Request decommissioning of the service at the previous address.
2. Activating a new line at the new address.

Make sure you complete both steps to ensure service continuity at the new premises.

The timeframes will be those applicable to the two separate procedures.

Wi-Fi Router

• Explore the rental router options and how to connect it to your service.

Optional router and free choice of modem

• If you prefer, you can use a free choice of modem compatible with the service, with no obligation to rent the router provided.

Unlimited national calls

• Take advantage of national calls unlimited included in the service of fixed-line telephony of Nexim Fibra.

Make your fibre even faster

• Boost your connection in download and upload with the options available to increase speed.

IP addresses

• Discover the features of the IP addresses included in your Nexim Fibra plan and the options for purchasing addresses Additional IPs if necessary.