User dissatisfaction with telecommunications services in Mexico during the third quarter grew 8% compared to the same period in 2023, according to a report from the Federal Telecommunications Institute (IFT).
Complaints through the “I am a User” platform reached 8,666, and the cities with the highest numbers of disagreements per 100,000 inhabitants were Querétaro, with 20.1, Mexico City, with 16.22, and Colima, with 12.85.
The regulator recalled that “I am a User” is a pre-reconciliation tool designed to support users who face problems with their telecommunications services, such as service failures, total deficiencies or non-compliance with contracted conditions.
He added that the system allows disagreements to be sent directly to the responsible companies, which must offer a solution.
In cases where the client is not satisfied with the response, they can request the intervention of Profeco, which manages the conciliation process in accordance with the law.
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Megacable and Telmex, the operators with the most complaints
In the three entities with the most disagreements per 100,000 inhabitants, Megacable was the provider with the most reports in Querétaro, and in the cases of Mexico City and Colima it was Telmex.
The IFT indicated that more than 50% of the total disagreements were related to service failures, followed by problems with charges, balances and bonuses, as well as difficulties in number portability.
The most affected services were internet (50.8% of complaints) and mobile telephony (37.2%), while landline telephony and pay television represented smaller percentages.
83.7% of the complaints were addressed, 9.3% are still in process and the remaining 7% were canceled or dismissed.
The companies were also evaluated for their time and quality of service. Izzi stood out with an average response time of 3.1 business days, the fastest on record, while Movistar took an average of 9.3 days, being the slowest.
Regarding quality, 42.6% of users rated the service as poor, 40.6% as good, and 16.9% as average.
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