What can we help you with?
These are some of the most frequently asked questions. If your question is not related to any of these situations, please contact us.
Sign up process
You can sign up for our mobile phone service on our website (fent clic aquí) or by calling 1713. During the sign up process, we will need you to provide us with all the documentation (you must send a copy of both sides of your identity card and a bank statement that’s less than 3 months old to documentacio@parlem.com). Once the registration has been processed, you will receive your SIM card in about 3 business days. If you have registered a new line, the SIM card will be activated in the next 4 hours. If your number has been transferred, your line will be activated in the next 48 working hours.
Register via web or call centre
You can sign up for our ADSL service by calling 1713. During the registration process, we will need you to provide us with all the documentation (you must send a copy of both sides of your identity card and a statement that’s less than 3 months old to documentacio@parlem.com and in case of making a contract with a landline phone an invoice from the landline of your current operator). In about 15 days, a technician will install it for you and once you have done it, you will receive our self-installing router in a couple of days with simple instructions. All you have to do is log in and enjoy the service. If you have also contracted a mobile pack, see the mobile section for more information.
Distributor Registration
If you have registered with one of our distributors and provided all the documentation (you must send a copy of both sides of the DNI and a bank receipt of less than 3 months to documentacio@parlem.com and in case of making a contract with a landline telephone an invoice from the landline of your current operator), you will receive the signed contract. Within a maximum of 15 days, a technician will install it for you, and once you have done so, you will receive our self-installing router in a couple of days with simple instructions. All you have to do is plug it in and enjoy the service. If you have also contracted a pack with a mobile phone, consult the corresponding section for more information.
Find our resellers here.
Sign up online or via the call centre
You can hire our fibre optic service on our website (by clicking here) or by calling 1713. During the registration process we will need you to provide us with all the documentation (you must send a copy of both sides of your identity card and a bank bill less than 3 months in documentacio@parlem.com). A technician will go to your home the day you choose and will leave you the service working. If you have hired a pack with mobile phone, the same technician will deliver the SIM associated with the pack that will be activated immediately if you have asked for a new line. In case of portability of your number, you will have the line activated in the next 48 working hours.
If you have also hired a pack with mobile check the mobile section for more information.
for distributor
If you have processed the registration in one of our distributors and you have provided all the documentation (by sending a copy of both sides of the DNI and a bank receipt less than 3 months in documentacio@parlem.com) you will receive the signed contract. In the next 24 hours, an agent will call you to arrange a day and time with a technician and make the installation and leave the service running in your home. If you have hired a pack with mobile phone, the same technician will deliver the SIM associated with the pack that will be activated immediately if you have asked for a new line. In case of portability of your number, you will have the line activated in the next 48 working hours.
If you have also contracted a pack with mobile check the corresponding section for more information.
Locate our Distributors here.
Phone/SIM Set Up
If you need to use your phone from abroad you must activate the roaming service, which by default is disabled.
You can activate the roaming service by calling 1713, or by querying the section on the Talking app.
Service activation is free. You can see here the cost of calls and data when roaming.
We recommend that you call before you make the trip, as without roaming activated you can only receive calls, but not make them.
If you are already abroad, you can call + 34 93 547 88 60 from another terminal.
To set up your phone to have internet access, your Parlem line must be active and your rate must include data.
The APN is set up automatically; otherwise, you must access your mobile data settings and enter APN (Access Name Point). Once there, you must leave the username and password fields in blank and complete APN: internet.
Call 1713 to request that your line be blocked and a duplicate of the SIM to continue to enjoy the service. If you are abroad, please call + 34 93 547 88 60
You can divert your line to another by introducing the following codes:
| Options | Enable | Enable in voicemail | Desable |
| Extend the ringtone | **61*242**time of tge ringtone# | ||
| LOST CALL WARNING (call divert only if busy is not activated) | *67*556# | #67# | |
| CALL WAITING | *43# | #43# | |
| CALL IN HIDDEN | *31# | #31#number to call | #31# |
| BLOCKING INCOMING CALLS | *35# | #35# | |
| BLOCKING OUTPUT CALLS | *33# | #33# |
* Timeout: Specify the time in seconds you want to wait for the mailbox to skip. This time should be a multiple of 5 (at most 30).
| Options | Enable | Enable in voicemail | Desable |
| UNCONDITIONAL CALL FORWARD | *21*Line you want to divert# | *21*242# | #21# |
| CALL FORWARD IF YOU ARE BUSY | *67*Line you want to divert# | *67*242# | #67# |
| CALL FORWARD IF YOU DO NOT ANSWER | *61*Line you want to divert# | *61*242# | #61# |
| CALL DEVIATION IF NOT LOCATED | *62*Line you want to divert# | *62*242# | #62# |
You can change the PIN number of the SIM card by dialing ** 04 * currentPIN * newPIN * newPIN #. If you have forgotten your PIN or PUK, you can call us at 1713 and we will help you.
Costs and penalties
Find out about sign-up costs and penalties for breaking your contract by clicking here.
Clicking here you will find the cost of calls from your mobile to special numbers.
By clicking here you will find the costs of calls when you are roaming abroad.
By clicking here you will find international call costs.
Documentation
The necessary documentation to process your sign up is:
-A copy of both sides of your identity card.
-A recent bank statement that’s less than three months old.
-If you request a transfer of your landline, we will need the last invoice of the operator that you have currently in order to make the transfer.
Once you have this documentation, you must send it to documentacio@parlem.com
Billing
If you have an unpaid bill, you can pay it using the following options:
-Using a Visa or MasterCard credit or debit card, by calling 1713 or 93 547 88 60.
-By transfer or deposit to the following bank account of Banco Sabadell indicating as reference your NIF and telephone number:
ES19 0081 5029 1600 0243 5046
The bank charges take place between the 1st and the 10th of each month. In the case of a new contract, the applied fee is proportional to the days of the month you’ve enjoyed the service (from the day it is activated until the end of the month). The available data and minutes will be the entire ones of the tariff, without applying any proportionality.
In the case you deregister, the applied fee is proportional from day 1 to the day your line is canceled (the date on which you will no longer be able to enjoy the service); during this period, you will be able to consume your entire tariff in terms of data and minutes.
Billing cycles run from the first day of each month until the last day of that same month.
Other operations
To make a change of account holder, please contact us through canvi@parlem.com.
Once you start enjoying the Parlem services, contact your former operator to see if you have any active products with them that need to be cancelled.
Normally, if you register on the Internet (FIBRE OPTICS or ADSL) it is a new installation and you will need to cancel your contract with your old operator. Regarding mobiles and landlines, the process is a transfer and therefore you do not have to do anything. We’ll take care of everything.
You can cancel the portability process by calling 1713 before 1:30 pm on the next business day on which you performed the activation. If you tell us later, portability can no longer be canceled.
Your personal data will be included in a file for which PARLEM is responsible. The file guarantees the confidentiality of the data. You can exercise the rights of access, rectification, cancellation and /or opposition provided for by Organic Law 15/1999, of 13 December, on the Protection of Personal Data. As for payment card data, both the registration process and your private area use a security certificate that guarantees the confidentiality of communications. The information travels encrypted by a secure channel. We store all this information in a database that complies with current legal regulations. If you initially said yes, but have changed your mind and do not want to receive information from us, please email us with your details at protecciodedades@parlem.com or call 1713 for free.
App
The Parlem app is available for both iOS (iPhone) and Android version. You can download and install it by accessing the App Store (iOS) or the Play Store (Android):
With the Parlem app, you can consult:
- Current usage and detail of calls from mobile lines
- Latest bills
- Information on purchased rates
- Latest news from Parlem
You can also:
- Hire 5GB, 10GB, international season vouchers
- Activate roaming
- Receive notifications on your phone
Registration process
At the moment of registering to access the app will send a verification SMS to the contact telephone number you gave when you register the lines. If you have changed your phone or you do not receive the SMS, you can contact us by e-mail app@parlem.com.
Charging time
The app displays the data in real time as they are available in our systems. Everything should go smoothly. However, the data usage query could take a few seconds to become available.
Access login
Once you have accessed the app (login) you will not need to re-enter your user data. However, for security issues, if you do not use the app for many days, you may be asked for this information next time. In this case, you will only need to re-enter your identity document and the password you configured at the time you registered in the app.
If you have any problems or suggestions regarding the app, you can contact us by e-mail on app@parlem.com.
The conditions of use of the app are the same as those of the web. These conditions can be found here.
I’m staying out
Customer and commercial customer service
You can contact us on 1713 or 900 373 472 Monday to Friday from 9.00 h to 21.00 H and 24h on the Web www.parlem.com through the customer and email area atencioalclient@parlem.com
Technical Assistance Service
You can contact us at 1713 or Al 900 373 472 the 24h of the day for the 365 days and on the Web www.parlem.com through the client and mail area atenciotecnica@parlem.com
Parlem fibre optics and mobile phone coverage
Parlem has agreements with several fibre optic operators such as Masmóvil or Adamo to market their direct or indirect fibre optic infrastructures. This allows us to offer fibre optic coverage of 100 Mbps, 600 Mbps or 1000 Mbps almost entirely throughout Catalonia. You can check for coverage for your home on this link.
Television
How to hire AGILE TV
If you do not have fibre optic service, you can purchase it through our website, by calling 1713 or through a distributor. If you already have Parlem fibre optic service, call 1713 to purchase the Agile TV service.
How much is it?
The Agile TV Service has a cost of €6.95/month, without any specials.
What’s the contract duration?
The Agile TV Service has a contract duration of 12 months.
Purchase requirements
To hire the Agile TV service you must have Parlem fibre optic service. If you don't have it, get the fibre optic service and add Agile TV to your order.
Requirements for your TV
The TV must have an HDMI cable entry. If you don't have it, you'll need to purchase an HDMI adapter to connect to the entry that the TV has available.
I want to buy more Box 4Ks TV units
You can purchase up to 4 TV BOX 4Ks. Once you have the first 4K TV BOX running, you can hire the rest of 4K TV BOX by calling 1713.
When you can enjoy the service?
Once you have a fibre optic service, we will send you a 4K TV BOX at a maximum of 72 working hours at the address you have indicated.
How can I change my shipping address?
Call 1713, option 3 and we will change your delivery address.
Issues with the delivery
Call 1713, option 3 and we will inform you.
What’s in the box?
The box includes the 4K TV BOX, the command with the batteries, the power cord and the HDMI and network cables.
How to connect it to TV?
Connecting the BOX 4K TV is very simple. Watch this explanatory video by clicking here.
Can I use WiFi?
We recommend that you connect the TV BOX 4K to the net through the cable that includes the box. If you have no possibility to do so, you can connect it via the WiFi.
Can I watch wireless TDT channels?
We recommend that you always connect the antenna cable, since some channels do not broadcast streaming. If you do not have the possibility of doing so, you can activate the streaming feature from your TV BOX 4K to SETTINGS & gt; CHANGE OF PROFILE & gt; MANAGEMENT CHANNELS & gt; STREAMING
Set up AGILE TV service
It's easy! Watch this explanatory video by clicking here.
Modify user e-mail
You can change your email from the app (see this explanatory video by clicking here or call 1713)
Is a Gmail account essential?
Not. We recommend you to access the Android TV Play Store and see all the content that your apps offer. DTT features are not tied to the Android TV Play Store.
What you can do with AGILE TV?
Look at DTT as you want; Record, access the last 7 days, stop and start the program whenever you want. Access digital platforms for fashion and thousands of apps via Android TV. In addition, Agile TV, is multi-device thanks to the role of Google Cast and the app itself of Agile TV.
External content/Apps
Through the Apps menu you can download the apps available on Android TV Play Store. Certain apps may not appear for commercial restrictions that apply to those apps owners to third parties.
from how many devices at the time can I see it?
You can hire up to 4 TV 4K BOX linked to your fibre optic service.
How to send content from the touch desk or phone on TV?
With Agile TV you have the option of Google Cast, where you can send videos or pictures in a 4k TV BOX and watch them on your television.
How to see the TV3 in the Valencian country?
You must activate the Streaming function of your TV BOX 4K in CONFIGURATION & gt; CHANGE PROFILE & gt; MANAGEMENT CHANNELS & gt; STREAMING
AGILE TV use away from home/app
You can see the content of your 4K TV BOX (like the channels or your recordings) through the app Agile TV; You can see in this video how to set up your app by click here. If you prefer, you can also take the TV BOX 4K to another house throughout the Spanish territory (remember that you have to have broadband connection to enjoy the contents).
What is Rakuten TV Suscripción?
Application that offers films and series on demand and that includes the subscription service Rakuten TV Suscripción and a ticket service where you can watch movies and series with option to rent or purchase.
What is Rakuten TV Suscripción?
Rakuten TV Suscripción is the subscription service of the platform Rakuten TV, with which you have access to the best entertainment for the whole family. The best film catalogue with novelties every week, series for everyone and children's content, including Disney Movies On Demand.
How much does Rakuten TV Suscripción?
The subscription to Rakuten TV Suscripción has a cost of €6.95/month, without promotion. Visit parlem.com/tv to see current promotions.
How to activate the service?
Once opened the application Rakuten TV and selected the option ' ENLAZAR ', you will be asked for the user (the email with which you have registered in Agile TV) and the password you have created. You can start enjoying the service when you access the Rakuten TV Suscripción section, where you will find the catalogue.
more about Rakuten TV Suscripción
Access the website help Rakuten to see the most consulted questions.
Remote control is not working
Synchronize the remote control while pressing the keys OK + Android TV button (round). If it does not work, it changes the batteries in case the current ones are exhausted. If you haven't been able to fix it, call 1713.
I do not see the image on my television
Check if the HDMI connection with the TV is correct. Some televisions may not be adapted to the maximum resolution of the TV BOX 4K: Access SETTINGS & gt; SCREEN & gt; RESOLUTION and modify the automatic or highest resolution possible.
on which channels I can not stop the broadcast, go back or get ahead?
Some channels (such as those in the Mediaset group or Atresmedia) restrict some of the functionalities of their broadcasts when there are other payment platforms.
How do I cancel it?
You can unsubscribe by calling the 1713. If your affiliation is linked to a promotion, please check the conditions of permanence.
What are the penalties?
You have to return the TV BOX 4K with the accessories; Otherwise, the corresponding post will be applied for non-return of the equipment (review the conditions in the corresponding section by Click here).
What happens to my associated fibre optic service?
If you have acquired Agile TV linked to a promotion and you are already a fibre optic service customer, your fibre optic service will also have a duration of 12 months.
How to return the TV BOX 4K?
When you unsubscribe from the service, a messenger will pass to pick up your TV 4K BOX. You will have to deposit it inside the box together with the accessories.
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