Fiber Assistance

Clear prices and fiber optic and copper-mixed fiber connection technologies to connect to the internet from home, with a fast connection in both download and upload.
Latest generation Wifi 6 modem.
Customer service managed by a network of specialized telephone consultants and more than a thousand shops located throughout the country.

You can sign a contract for the supply of the internet access service on the website enel.it, from the Enel Energia App, at the Spazio Enel or Spazio Enel Partner closest to you, or by calling the free toll-free number 800900860.

There is no activation cost, neither for installing the line at your home nor for the delivery and use of the WiFi modem, which we provide you on loan for free.

Yes, you can activate the Enel Energia Fiber service even if you don't have a fixed line.

The migration code is a unique code for each user and identifies the originating operator of the telephone line and internet connection. It can be up to 18 characters in length and is used by fixed-line and internet access operators to facilitate the management of operator change procedures. Obtaining the migration code is very simple because it is indicated on every bill, or alternatively, it can be requested from the Customer Service of the provider with whom you have the service active. We invite you to enter it without considering spaces and special characters.

In the event that the previous line is not terminated automatically, we invite you to check the conditions and methods of withdrawal indicated in the contract with your previous operator.

You can view and download the pdf of your contract in the Customer Area of Enel Energia, going into the details of your supply.

You can pay your bills via:

• direct debit on an Italian or foreign bank account in the SEPA area (SDD), postal account (SDD), payment card with PAN (16-digit code) managed by the Visa, MasterCard, Maestro, American Express circuits issued in Italy and throughout the SEPA area, PayPal account;
• pagoPa payment notice, either online with the IO app or via your bank's App/website or other pagoPA-enabled channels; both at banks, ATMs, betting shops, post offices, supermarkets and all authorized shops. Using pagoPA you will not have to send any receipt;
• Customer Area on the enel.it website and App by Enel Energia.

For more details, visit the dedicated page.

You can find your Fiber supply bills by accessing your Customer Area, or within the App by Enel Energia.

There is no charge for the security deposit for the provision of the fiber service.

You will receive the invoice for the fiber service every two months, based on the date of activation of the service.

The connection methods available for Enel Energia's Fiber offers are FTTC and FTTH, respectively acronyms of "Fiber To The Cabinet" and "Fiber To The Home." The first is characterized by a fiber optic connection from the plant to the street cabin, then continuing in copper up to the final customer's home. For this reason it is also called mixed-copper fiber. The second involves the connection from the exchange to the final customer's home entirely in optical fiber. In this second case, the browsing speed reaches higher performance.

To check if your address is reached by Enel Energia Fiber, you can consult the website enel.it.

In most cases, activation of the line requires the intervention of a technician directly to your home, by appointment. Where possible, pre-existing systems will be used and, if these are not suitable, the technician could inform you of the need for any adjustment work that will not be carried out by the technician himself, but will be at your expense. In the event that the intervention of a technician is not necessary, we will notify you by email that the line has been activated. You can then connect the modem and start using the service.

Generally, the duration of the intervention of the technician is equal to about two hours from his arrival. Subsequently, by following the simple instructions, you can connect the modem that Enel Energia has sent directly to your home and you can start using the internet connection service.

The migration code (also called transfer code or secret code) is a unique code for each user and identifies the operator of origin of the telephone line and internet connection. The code has a length of between 15 and 19 characters, ends with a letter and is used by fixed telephone and internet access operators to facilitate the management of operator switching procedures. Finding the migration code is very simple because it is indicated on each bill or, alternatively, it can be requested from the Customer Service of the manager with whom you have activated the service.

For more information on how to subscribe to an offer without modem included, consult the dedicated page.

To withdraw from the contract, you can contact our Customer Service on the free toll-free number 800900860, go to a Physical Point (Spazio Enel, Spazio Enel Partner) or use the form available on the enel.it website. If you decide to use the form on the site, you can download it and return it filled out using one of the following methods:

• Email address: allegati.enelenergia@enel.com;
• Pec: servizio.clienti.enelenergia@pec.enel.it;
• Post: PO Box 8080 - 85100 Potenza (PZ);
• Physical Points (Spazio Enel, Spazio Enel Partner).
   

The withdrawal must be communicated at least thirty days before the deadline indicated in the contractual documentation, and will take effect from the date of registration of your request in Enel Energia's computer systems and, in any case, no later than thirty days from your communication.

In the event of deactivation, you will have to return the Modem within 30 days, which will start from the date of definitive termination of the service by Enel Energia.

In case of failure to return the Modem, you will be charged an amount of 50 euros, as set out in the "Summary of the contract" document.

In case of withdrawal you will be required:

• upon payment of a deactivation cost, equal to the amount indicated in the Offer and in the Contractual Summary. This cost is not due if you withdraw due to non-acceptance of the contractual and economic changes communicated by Enel Energia or when Internet access does not meet the quality levels contractually envisaged or when, upon expiry of the first contractual commitment, the contract is automatically renewed indefinitely;
• to pay the fee for the Service used up to the effective date of the withdrawal;
• to pay Enel Energia a penalty, to the extent indicated in the Offer and in the Contract Summary, if after withdrawal you do not return the modem within the terms and in the manner indicated in the General Contract Conditions.

You can use the following channels to get in touch with Enel Energia.

• Online channels: enel.it (Live Chat), Enel Energia App (EnelClic), Pedius;
• Customer Service at the toll-free number 800 900 860 (for calls from Italy) active from Monday to Sunday from 7:00 to 22:00 (excluding national holidays) or +39 0664511012 (for calls from abroad , for a fee and at the cost applied by your telephone operator);
• Email to "allegati.enelenergia@enel.com", PEC to "servizio.clienti.enelenergia@pec.enel.it", ordinary mail by writing to "Post Office Box 8080 - 85100 Potenza (PZ)";
• Physical points: Spazio Enel or Spazio Enel Partner (find all the addresses on the page Spazio Enel);
• Social Channels: Telegram (@EnelEnergiaBot), WhatsApp (+39 329 8710714), Messenger (Enel.Energia.10), Twitter (@EnelEnergiaHelp).

Enel Energia grants a 50% discount on the monthly fee for all Fiber offers to its customers belonging to one of the following categories:

• "deaf", defined as such by article 1, paragraph 2, of law no. 381/1970;
• "totally blind", defined as such by article 2 of law n. 138/2001;
• "partially blind", defined as such by article 3 of law n. 138/2001.
• "invalids with severe limitations in the ability to walk", recipients of the tax benefits under Article 30, paragraph 7, of Law No. 388/2000, who are covered by the experimentation provided for in Del. 290/21/CONS supplemented by Del. 36/23/CONS. For this category, the discount will be recognized, until 06/30/2024, if already applied by the previous operator in cases of transfer of service to Enel Energia.

The benefit is recognized in compliance with AGCOM Resolution no. 290/21/CONS and applies to the base price of all Enel Energia Fiber offers for the fixed network data service, regardless of the technology and connection speed. Pay-as-you-go offers are excluded. For more information go to dedicated section for users with disabilities.

After subscribing to one of the Enel Energia Fibra offers, both for the data-only service and for the data and voice service, it is necessary to send Enel Energia the "Request for activation of the benefit" form which you can find on the page Facilities for customers with disabilities, together with the required documentation. For more information go to dedicated section for users with disabilities.

If you want the discount to be applied from the effective date of one of Enel Energia's Fibra offers for fixed-line data service, we recommend that you send the request (form and expected documentation) as soon as you have subscribed to one of the aforementioned offers. Otherwise, you can send the request (form and relevant documentation) at any later time in the contractual relationship, and in that case the facility will take effect from the date of receipt of the request complete with the necessary documentation.

For cases of maintaining the facility granted by another operator ("invalids with severe limitations in walking ability"), the facility is applied from the effective date of Enel Energia's Fiber offer.

For more information go to dedicated section for users with disabilities.

You can view and download the Charter of Services on the website enel.it and within your Customer Area.