Telmex, the subsidiary company of Carlos Slim’s América Móvil, was the operator that concentrated the most complaints in the last three months of last year: 3,045 users registered a disagreement regarding the telecommunications services provided by the operator, according to the platform I am a user, of the Federal Telecommunications Institute (IFT).
The second company with the most complaints in the period was Megacable, with 924, followed by Telcel, with 672; Izzi, with 573; AT&T, with 544; Totalplay, with 360, and Movistar, with 249.
The states from which the largest number of disagreements come are the State of Mexico (16.67%), Mexico City (16.40%), Jalisco (11.20%), Querétaro (9.19%) and Nuevo León (5.20%).
In the last quarter of 2021, the Soy Uso platform registered 7,378 complaints due to failures in connectivity services, which meant a drop of 16.8%, compared to the 8,876 complaints reported in the third quarter of the same year.
It is also a decrease of 0.6% compared to the 7,424 complaints that the IFT site obtained in the last quarter of 2020.
Of the total disagreements registered between October and December 2021, 6,133 were resolved. Another 475 are in process, 621 were canceled due to duplicity or by the users themselves, and 149 were discarded due to lack of follow-up by the interested parties.
The IFT platform reported that the operator that handled the highest percentage of nonconformities for mobile services was AT&T, while for fixed services it was Izzi. Regarding the general degree of satisfaction, 67.8% of the users who evaluated the care during the follow-up of their dissatisfaction indicated that they were satisfied.
Internet, the headache for users
The mobile internet is the service with the most concentrated complaints: 2,353 of the non-conformities reported in the last quarter of 2021. In second place were failures in the fixed telephone and internet service, according to the platform of the telecommunications regulatory body.
In the fixed internet segment, Telmex was the operator that received the most complaints, while in mobile internet AT&T received the most disagreements. According to the Telmex financial report, as of the fourth quarter of 2021, it invested 2,998 million pesos for its transport network and to improve the access network.
Mobile telephony, the other problem
Mobile telephony is one of the most relevant segments within telecommunications services; however, it is one of the ones with the most problems, according to users, who reported 1,398 complaints of failures in this service during the third quarter of 2021.
Megacable received the highest number of complaints per 100,000 lines in mobile service, during the last quarter of last year. This, despite the fact that in the fourth quarter of 2021, the company led by Enrique Yamuni invested 3,164 million pesos in the evolution project of its network continues.
