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Frequently Asked Questions

Where can I find your office?2020-11-13T11:18:19+00:00

You can find our office in Avenida Tomás Roca Bosch in Puerto Rico. Our office is on the second floor of the Puerto Rico Parking Structure between the Old Shopping Centre and new Mogán Mall. Located between BBVA and La Caixa banks, our entrance is opposite La Caixa. Take the stairs or the elevator up one floor and you’ll find us.

CSISP – Computer  Service ISP S.L
Avenida Tomás Roca Bosch 5 – Office 8
35130 Puerto Rico

You can go to our Contact page to see a map and get directions as well.

Do you speak English?2020-11-18T14:19:45+00:00

Of course! In the office we speak a plethora of languages,

  • English
  • Spanish
  • Norwegian/Swedish
  • German

Our technicians speak Spanish and English.

How can I contact you on the weekends?2020-11-13T11:33:58+00:00

You can contact us on Facebook or through Messenger during weekends.

Do you sell computer and tech related items?2020-11-18T14:46:21+00:00

Yes, we have a small selection in our office, we can also assist in ordering equipment that we don’t stock ourselves (computers, tablets, phones, etc). Please be aware that depending on the equipment you want ordered we might ask for a 50% deposit.

Can you help me with my devices (Computer, Phone, Tablet…)?2020-11-18T15:44:36+00:00

We most definitely can help you out with whatever issue you’re facing! Bring your equipment to our office and we’ll have a look.

When signing a contract, do you cancel my current subscription with another provider?2020-11-18T15:22:44+00:00

No, we do not cancel any service that you have with another Internet Provider (Movistar, Orange, Wifi4all…) but if you need help cancelling, we can assist you. What we need is:

  • Contract or Invoice from your current ISP

And that’s it.

The fee associated with this is 40€.

How can I stay up-to-date on what you’re doing?2020-11-13T11:11:05+00:00

Stay up-to-date by following us on facebook.com/csisp.es

When can my Internet service be installed?2020-11-18T15:45:55+00:00

Currently we’re able to install within 1-2 working days of purchase.

What are your coverage areas?2020-11-18T13:51:24+00:00

We cover the south side of Gran Canaria, from El Pajar outside Arguineguín to Playa del Cura. There are few, if any locations within these areas we don’t supply Internet.

What speeds can I get?2020-11-18T13:51:15+00:00

What speeds you’ll get depends on the service type:

  • Fiber to the Home: 300/300Mbps
  • Fiber with Air Link: 60/60Mbps
  • WiMAX connection: 18/2Mbps
What kind of connection can I get where I live?2020-11-18T13:51:13+00:00

We need to know exactly where you live to determine what sort of connection you can get – Contact us through our Contact page!

What sort of subscriptions do you have?2020-11-18T13:51:10+00:00

We have two choices when it comes to subscription: Annual or Semi-Annual.

I’m renting an apartment, can I order Internet?2020-11-20T11:24:51+00:00

Yes.

  • If there is already an existing Internet connection with a valid contract in the apartment you are renting, you only need to give us an authorization from the owner of the connection to reactivate.
  • If there is no existing Internet connection in the apartment you are renting, you can sign a contract in your own name with us. In case you move to another apartment in the future, we can re-install the internet connection and you will continue to maintain the subscription.

We recommend that you have the home-owner’s permission before hiring any type of service and/or installation.

Am I buying or renting equipment?2020-11-18T13:51:17+00:00

When you sign a contract with us you own the equipment you buy, the only exception is services installed using WiMAX technology: The antenna and PoE adapter is property of CSISP.

Do I have to sign an agreement in your office?2020-11-18T13:53:44+00:00

You have to sign a contract with us – That can be done in our office or via email.

I’m moving to a new place, can I bring my Internet?2020-11-18T13:51:07+00:00

Yes – if you are moving somewhere within our coverage areas.

The charge associated with moving is 50€.

What are your response times?2020-11-16T09:36:05+00:00

We’re generally very quick to react when problems arise; if you call us or send us an email we’ll jump at the problem right away (from Monday to Friday). If the problem requires a hands-on solution we have an official response time of 72 hours (working hours) but we normally issue a technician the day after a problem has been raised.

Remember, if you don’t report the problem we can’t fix it!

I can’t connect to the Internet!2020-11-18T13:31:11+00:00
  • Ensure that your router has power
  • Ensure that the cables are plugged in correctly

If you have problems getting online you can contact us anytime through our Contact page.

My Internet is acting slow2020-11-18T13:29:26+00:00

The first step is to restart your router (and/or antenna) by simply unplugging the power for a few seconds, then plugging back in. This is a very basic exercise, but more often that not it does work. The same goes for your personal devices; rebooting them might do the trick.

I need a static IP address.2020-11-18T13:27:02+00:00

Static IP is available to clients on our annual subscription (El Canario).
The fee is 11€ per month and is added as a supplementary service on your invoice.

Can you open certain ports for me?2020-11-13T10:52:52+00:00

Yes, if you need assistance in opening ports you can contact us by email or phone.

I only see ‘No Signal/Sin señal’ on my TV2020-11-20T11:23:38+00:00

If you have an IPTV solution and you get the message no signal/sin señal on your TV, it means that your TV is not receiving a signal from the STB device.

  • Ensure that your TV is on the correct Source
  • Double-check that all cables are connected correctly
  • Restart your STB device
  • Change the HDMI cable to another port
  • Change the cables for new cables
I can’t see any of your Hotspots2020-11-13T10:40:39+00:00

Hotspots are subject to availability: If you cannot see one it’s not available.

You cannot purchase Hotspot connectivity at our offices, you can only buy it directly when connecting to a Hotspot.

What happens when my subscription ends?2020-11-13T10:39:17+00:00

Annual subscription (El Canario)

Before your subscription ends you’ll receive an invoice with a new subscription period. If you fail to renew your contract it will be auto-terminated.

Semi-annual subscription (La Gaviota)

When your subscription ends your connection will go offline until the subscription is renewed.

Remember that you have one (1) year to either:

  • Renew your subscription
  • Change to an annual subscription
  • Terminate the service
How can I renew my current subscription?2020-11-13T10:36:38+00:00

You can pay using bank transfer or at our office using cash or card (VISA/Mastercard).

Annual subscription (El Canario)

  • Direct-Debit is indefinite and only stops when you cancel your subscription or change to a prepaid contract.
  • Prepaid contract subscribers receive an email reminder with an invoice for a new subscription period one (1) month before expiry.
    You can at that point choose to pay the subscription, change your current contract from annual to semi-annual or terminate the service.

Semi-annual subscription (La Gaviota)

  • After your subscription ends you have one (1) year to renew your contract or choose an annual subscription.

Remember that you are responsible for your own Internet service expiry and proper payment. If you fail to pay on time you risk being terminated and will have to be re-established in our systems which comes at a charge of 150€

Can I change my current subscription?2020-11-13T10:11:20+00:00

Choosing a subscription and signing the contract is binding: Your current subscription has to end before you can choose another.

Can I change my preferred payment method?2020-11-13T10:36:12+00:00

If you have an annual contract (El Canario):

  • If you prepaid a subscription, you can change to Direct-Debit when your contract renews next billing cycle.
  • If you chose Direct-Debit but want to prepay instead, you just have to contact us.

If you have a semi-annual contract (La Gaviota):

  • The only option is a prepaid contract.
Adding single months to my subscription2020-11-13T09:56:09+00:00

You can extend your service by a maximum of two (2) months at the end of every billing period for 60€/month, please contact us before your subscription expires. This is only applicable to clients with La Gaviota subscription.

Summer Time Offer – Between the months of May and August you can purchase up to a maximum of two (2) months Internet service without starting a new billing cycle. This is only applicable to clients with La Gaviota subscription.

Can I choose Direct-Debit on a 6 month subscription?2020-11-13T14:25:47+00:00

No, Direct-Debit is only available to clients with a 12 month contract.

I want to pay for the service over the phone2020-11-13T09:46:30+00:00

Sorry, we’re unable to process payments over the phone. You can pay using bank transfer, in our office or directly to one of our technicians, we accept both cash and card (VISA/Mastercard).

Can someone inherit my Internet service?2020-11-13T09:43:43+00:00

Yes, anyone can inherit your Internet service (and equipment). You must also provide authorization of the change.

  • If the one inheriting the service is related (close family) to you there is no charge or fee.
  • If the one inheriting the service is not related to you there’s a 60€ fee covering contract changes.

If the installed service is to be moved to another address there will be a supplemental fee of 50€.

How can I cancel my contract?2020-11-18T13:23:02+00:00

Our contracts are ongoing and you will not be reimbursed if you cancel your current subscription.

Get in Touch

Our dedicated staff is standing by to assist

CALL NOW: (+34) 928 984 550
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