From 1st March 2024 the cost of SMS messages while roaming outside Zone 1 (outside EU countries and associated countries) will be 1,21€/SMS IVA included for all tariffs.

The cost of SMS messages within Spain will be 0,30€/SMS IVA included for all tariffs, except customers on Pay As You Go (actual cost 0,04€/SMS).

The cost of an international SMS message sent outside the EU will be 0,73€/SMS IVA included for all tariffs, except customers on Pay As You Go service CM0422 (actual cost 0,20€/SMS) and PAY As You Go 500MB CM0123 (charges depend on destination).  The cost of an international SMS message to any country within the EU is 0,073€/SMS IVA included for all tariffs.

Our mobile coverage is MásMóvil, the same as that of the operator Orange and we also have the reinforcement of the Yoigo network, so you will have voice and data signal in 99% of the national territory.

You can contract our services from the Hits website or through our customer service telephone number, 900 69 60 68. In both cases we will assist you so that the contracting and delivery of the services is carried out in the simplest and fastest way possible.

These tariffs include unlimited calls and shared data between lines associated to the tariff (maximum 3 lines). This means that all associated lines will have unlimited calls to national mobiles and landlines. The gigas of the tariff you have contracted will be shared between the associated lines. Please note that the total consumption of gigas for all of them will be the one included in the contracted tariff.

Of course you can. You can do this through the Hits App.
If you prefer us to help you, you can call us free of charge on 900 69 60 68 or write to us at clientes@hitsmobile.es.

If you use up all the data included in your mobile tariff, you will be able to continue browsing at reduced speed at no additional cost until your mobile tariff is renewed. If you want to continue surfing at maximum speed, you can do so with our extra packages, signing up for them once you run out of data. These are non-renewable packages, which you sign up for whenever you need them, to increase the MB's of your mobile tariff, until the next renewal. You can sign up for them through the Mi Hits App or call free 900 69 60 68 or by writing at clientes@hitsmobile.es.

Mobile tariffs that include unlimited calls are subject to reasonable rules (120 different destinations in the same month, 3,000 minutes of traffic and no use in mobile connection to SIMBOX, switchboards, etc.). If the rules of reasonable use of the voice service are violated, a call set-up charge of 18.15 cents (incl. VAT) plus 10 cts€/min (incl. VAT) will be applied.

Yes, if you exceed the minutes or reasonable usage of your mobile tariff, you will be charged for each extra minute according to the current tariff (10 cents/minute including VAT with a call set-up charge of 18.15 cents including VAT).

You can find out the status of your consumption and the details of your tariff at any time, in the Mi Hits App.

Or if you prefer, you can access your Customer Area through our website, by going to the MY HITS menu.

No, all our tariffs are contract tariffs.

Whichever you prefer. You have the option to choose a new number or keep your old number by requesting a portability.

No, none of our mobile tariffs have contract period.

Not necessarily. On the day of your portability, you will no longer have service with your old operator and you will only have to insert your SIM card to start browsing. This change is made in the early hours of the morning (between 02:00 and 06:00) so that it affects you as little as possible.

There may be several reasons:

  • Incorrect data.
  • The person requesting the portability is not the owner of the line.
  • Unpaid bills with the previous telephone operator.
  • The line has been cancelled by the previous operator.

If you have been refused portability to Hits, please contact us so that we can inform you of the cause and solve the problem.

They are two codes that are printed on your SIM card. The PIN is the one you have to enter every time you switch on your mobile phone. We have assigned a PIN to your SIM card, but you can change it through the menu of your mobile phone. If you forget your PIN code and enter it incorrectly three times, your SIM card will be blocked and you will be asked for the PUK code.

You can request your PUK code by calling the customer service phone: 900 69 60 68.

Yes, our SIM cards are delivered die cut so that you can select the size that fits your mobile phone model: Mini-SIM, Micro-SIM or Nano-SIM.

Within 48 working hours from the conclusion of the contract, you will receive the Hits SIM card. Portability is processed within 48/72 working hours. From Hits we will inform you of the foreseen date for the change of operator. And once the indicated moment arrives, you will only have to insert the Hits SIM card in your mobile phone following the instructions of the welcome letter.

Within 48 working hours from the conclusion of the contract. We send it by courier service.

Call 900 69 60 68 or write to us at clientes@hitsmobile.es so that we can block the SIM card and request a replacement SIM.

You can request a replacement SIM by calling the free phone number 900 69 60 68 (from 8:00 to 20:00 hours).

You can change your tariff through the Mi Hits App, access your mobile line and select Change Tariff.
The change will be applied in the next cycle. We do this to prevent you from being billed for extra consumption (data or minutes that would exceed the installment of the tariff you are switching to).
You can request one tariff change per month and if the change has not yet taken place, you can cancel it.

Yes, our mobile data tariffs allow VoIP and tethering.

No, at the moment our gigabytes are not cumulative.

Yes, if you use up your gigabytes, you can sign up for our extra data package to keep on surfing at high speed. You can find our extra packages here.

Yes, of course. Call 900 69 90 68 and we will inform you how to do it.

If you are going to transfer to another operator, you do not need to cancel, this process is done automatically. If you want to cancel a line, please contact us so that we can send you the contract cancellation document.

You can query your invoices in the Mi Hits App or by accessing your Customer Area through our website, by going to the MI HITS menu.

You can query your consumption in the Mi Hits App or by accessing your Customer Area through our website, by going to the MI HITS menu.

This service allows your contacts to leave you a voicemail message, so you will not miss any calls. You can choose that all incoming calls go through voicemail, or the caller leaves you a message only if you are on the line, if you do not answer right away, if your phone is switched off or without network coverage.

The voicemail option "when your phone is switched off or without network coverage" is activated by default.

If you want to deactivate the voicemail service, you can do so by following these simple steps:

• Dial #002# on your phone

• Press the call key.

• The voicemail service will automatically be deactivated.


If at any time you want to reactivate the voicemail service, you will need to follow the steps below:

• Dial *21*242# on your phone.

• Press the call key.

• The voicemail service will be activated automatically.

To activate call waiting

• Dial *43# on your phone

• Press the call key. If you want to turn call waiting off:

• On your phone, dial #43#

• Press the call key.

You can check the status of this feature by dialing *#43# on your keypad.

To activate call forwarding if your line is busy:

• Dial on your phone *67*dial forwarding number#.

• Press the call key.

When you are called and your line is busy, the call will be diverted to the number you entered. If you want to deactivate this service, press #67#. In case you want to check the status of the service, dial *#67#.

We attend you from Monday to Friday from 09:00 to 20:00 hours and weekends from 10:00 to 20:00 hours.

Our customer service number is 900 69 60 68.

Hits fibre has national coverage, however, it is possible that in some localities we do not have coverage. To check if our fibre reaches your location, check if you have coverage here.

To check if our fibre reaches your location, check if you have coverage here. Enter your complete address including doorway, flat, door and postcode and find out if we can offer you coverage. Remember that you can also contact our Customer Service Centre by calling 900 69 68 60 68.

It depends on the fibre tariff you choose and the type of access that reaches your home. You can choose between 300Mbps or 600 Mbps, always symmetrical.

It depends on many factors. The first one is the distance between your house and our nodes, the further the distance, the slower the speed. Other factors that can limit your browsing experience are: if the internal distribution of the cable is not correctly made or is too long, interferences that can be generated by household appliances such as microwaves, the equipment with which you connect, connecting via wifi to the router always reduces the speed (there are studies on real lines that estimate the loss of speed at 50% on average) and, finally, how saturated the content you are trying to access may be.

Yes, you don't have to pay anything, we give it to you on loan. If you decide to cancel the service, you can return it to us or keep it for 100 euros (VAT included). As you prefer.

The installation includes WiFi router, configuration, cabling, accessories and displacement and installation in each client's home. The WiFi router is property of Hits and remains in deposit at the client's home while the service is active, without any monthly charge for this concept.

You can follow the status of your service provision by contacting our Customer Service Centre by calling 900 69 60 68

Yes, the line fee is included in the price of the service. What you see is what it is.

Yes, it includes landline at no additional cost with unlimited calls to national landlines and 60 minutes to mobiles in the national territory. Once the limits for calls to mobile phones from a landline are exceeded: calls will be billed at 24.20 cents/min plus call set-up charge at 20 cents.

Yes, your number will remain the same. We will take care of the necessary arrangements and will keep you informed at all times of the progress of these.

The activation process takes a maximum of 30 days, although it normally takes two weeks to complete. We will inform you by email when you complete the contract, when we start provisioning and when you finally have the service available.

No, the installation of Hits fibre is completely free of charge.

Yes, it has a 12-month contract period.

In Hits we do not oblige you to sign up for convergent packages that include services that you are not going to use. You can simply sign up for the services you are interested in. What we do do is reward your loyalty and if, in addition to your fibre service, you sign up for a mobile phone service with us, we offer you significant discounts.

If you are the owner of the service, contact our Customer Service Centre by calling 900 69 60 68 and confirm your ID, email and the last 4 digits of the bank account associated with your registration to manage the cancellation of the service.

From the moment in which you make the request and provide us with your data, in a maximum time of 48 hours after the request, we will unsubscribe you. In the invoice of the following month you will be charged the proportional part of the service, that is to say, the days that you have been active until the cancellation request.

We do not currently offer this service. In order to move your fibre, you need to cancel the fibre service at your old address and register the fibre service at your new address. These procedures are free of charge, the only thing you have to do is to check that we have fibre coverage at your new address before registering.

If you are accessing My Hits for the first time, you must register and set up your account. Click on My Hits, click on "Register" and enter your NIF, NIE or CIF and an e-mail address. You will receive a confirmation e-mail to activate your account and set up your password. Go back to Mi Hits, enter your login details and enjoy our Customer Area.

Make sure that the NIF/NIE/CIF and the email address are the same as the ones you provided when you took out the contract. If the problem persists, please call 1770 so that we can help you set up your account.

From My Hits you can query your bills and consumption, update your personal details, change your bank account and/or carry out procedures such as changing the holder of a service.

Click on "I forgot my password" and enter your ID number and the email address you used to register. Click on "Recover" and you will receive an email to change your password.

You can change your tariff through the My Hits App, available on Google Play and the APP Store. Access your mobile line and select Change Tariff.

The change will be applied in the next cycle. We do this to prevent you from being billed for extra consumption (data or minutes that would exceed the installment of the tariff you are switching to).

You can request one tariff change per month and if the change has not yet taken place, you can cancel it.

You can find out the status of your consumption and the details of your tariff at any time, in the My Hits App, available on Google Play and the APP Store.

Or if you prefer, you can access your Customer Area through our website, by going to the MY HITS menu.

You can do this through the Hits App.
If you prefer us to help you, you can call us free of charge on 900 69 60 68 or write to us at clientes@hitsmobile.es.

By default, all our lines have roaming desactivated.
If you activated it when travelling abroad and want to deactivate it again, just go to the My Hits App and deactivate this option again.

At Hits we have established agreements with the EU countries and some associated countries so that you can use your mobile rate as if you were in Spain, that is, you can use your call minutes and navigation data in the same way as in Spain without any additional cost.

These countries are: Germany, Austria, Belgium, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Gibraltar, Greece, Guadalupe, French Guyana, Holland, Hungary, Ireland, Martinique Island, Reunion Island, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal (Madeira and Azores), United Kingdom, Czech Republic, Romania, Sweden and Spain (only destinations).

Check the voice, SMS and data roaming rates for other countries in this PDF.

You can query the Hits roaming tariffs here.

Roaming is the service that allows your mobile phone to be always operational in any foreign country.

On the other hand, international calls are calls you make from Spain (in this case) where you are allowed to call other foreign countries.

When we enter a country outside Spain, the name of the operator that appears on our mobile phone changes. In addition, we are sent an SMS to inform us that, from that moment on, we are connected to the telephone networks of the operators in the destination country. All this is called data roaming.

 

What is data roaming for?

Data roaming allows us to continue calling, receiving calls and using mobile data when we are travelling, because local operators provide their services to our operator. This term is also known as Roaming.

 

How to activate or deactivate data roaming?

When we exit, a pop-up window appears on the mobile phone telling us to activate data roaming and/or informing us that from now on we are going to use the mobile phone in another country.

Depending on the mobile phone we have, the steps to activate or remove data roaming are different, as we can have a device with an Android or iOS (iPhone) operating system.

 

Steps for Android

• Go to Phone Settings

• Click on More to expand the Wireless & Networking options.

• Go to Mobile Networks.

• Once we are there, we will see the Data Roaming option, which is most likely deactivated. All we have to do is activate it and it will appear green.

You are now ready to use it anywhere!

 

Steps for iPhone

• Go to Phone Settings.

• Click on Mobile Data.

• There we already have the Data Roaming option, which we activate by pressing the switch that will turn green.

 

In the case that it doesn't work, it may be because we must activate the automatic option to detect the operator and this is done by following the steps below:

• Within Settings, we enter Operator.

• There we have the Automatic option, activate it and that's it.

 

Now you know how to activate roaming on any device and you are ready to surf anywhere, we hope you enjoy your internet connection at all times!

The main telecommunications providers (AT&T and T-Mobile) in the US are switching off their voice 2G and 3G network in all their territory. So if you wish to make a call your mobile device has to be compatible with VoLTE technology (offering you the option to make calls via the LTE/4G mobile network. It is also necessary to have VoLTE active on your device and using the latest software update.

If your mobile device is not compatible with VoLTE technology, you can make and receive VoIP calls (Whats app, Telegram...)

So if you would like to make and receive calls in the US, make sure that:

Your device is compatible with Voice over LTE technology

  • VoLTE is enabled on your device:
  • For Android: you can usually find it in Settings > Connections > Mobile Networks > Preferred Mobile Network > Activate "Call using VoLTE". If you don´t have the VoLTE option, it means your mobile is not compatible with VoLTE.
  • For Iphone: Settings > Mobile Data > Options and select Activate LTE, if not go to Settings > Mobile Data and select Activate LTE.

If you cannot find the VoLTE option, it means your device is not compatible with VoLTE.

  • Make sure you have downloaded the latest software available on your device. Go to Settings > Update.
  • When you make a call, remember to include the international dialling code.

Yes, we can offer you a Wi-Fi router from a premium manufacturer, which is already configured with Hits parameters. Important: do not load any drivers or modify any parameters of the device. The router comes ready to connect to the Internet.

Your connection speed can be slowed down when several devices connect to the Internet using the same router. It can also affect the number of open programmes and applications that connect to the Internet. If you are connected via Wi-Fi, try connecting directly to the router using the RJ45 cable. Then restart the router and close all open applications and programs on your computer to perform a speed test.

You can contact our Customer Service Centre by calling 900 69 60 68.

Yes, we have technical service. If the technician has to come to your home because of our problem, we will cover the cost. If the problem is with your computer or router, or you simply want a technician to help you, you will be informed of the cost to you.

If you connect via Wi-Fi, try connecting directly to the router using the RJ45 cable. Then restart the router and close all open applications and programs on your computer to run a speed test. If you cannot perform the test and you are without a network, you can contact our Customer Service Centre by calling 900 69 60 68.

The Hits billing cycle coincides with the calendar month.

You can query your invoices in the Mi Hits App or by accessing your Customer Area through our website, by going to the MI HITS menu.

Yes, you can set a consumption limit. Just call 900 69 60 68 and speak to one of our agents to set the limit you want. Start controlling what you spend with Hits.

The first bill from Hits will be different from the rest as it will start on the date of activation of the service and will end on the 30th/31st of each month (28/29th in the case of February) at the end of the billing cycle. As you do not normally enjoy the tariff of the full month, a proration is automatically applied according to the number of days you have enjoyed the tariff.

If you have any doubts about the amount of your bill, we recommend you access the Hits Customer Area and check your bill for the month, where you will find the amounts and consumption generated.

If you have an outstanding invoice from Hits, you can pay it by bank transfer and/or POS payment. In any case, we recommend that you contact our Customer Service so that they can provide you with all the payment details and advise you throughout the process.

Check our international call tariffs here.

By default, calls to special and/or Premium numbers are blocked to avoid an extra cost on your bill. You can query the tariffs here.

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