…I need to write this. I think I am a very calm guy but this is unbelievable.
Before we moved back to Badalona I asked my dad to contract the DSL service in our new place since I needed it to work from home.
- My dad did his homework on May 12. He called Telefonica and after explaining the situation to the sales assistant, they suggested him to contract a new 10 Mb connection. It was a new service they were starting to offer for people that need a high connection at home.
- After calling hundreds of times to get the service up, on June 22 they tell me that the 10 Mb connection is not feasible in our place for technical reasons. They tell me that I need to do a new service request that will take another 3 or 4 weeks. They suggest me doing the request using the online portal (still at Telefonica) since they are offering better prices and more options than by the phone service.
- On June 23 I do an online request for a 4Mb connection. At the first attempt, the confirmation page goes blank so I call them to see if the transaction has been executed. They tell me that if I haven’t seen a confirmation number on the screen, the transaction is not effective. I repeat the process and I finally get a confirmation number.
- On June 26 I receive three confirmation e-mails with three different service requests. I called Telefonica and they tell me that only one transaction will be effective.
- I get the DSL kit on July 3. The service starts working on July 4 after testing it. Everything works fine.
- On July 6, I login into the online portal since it’s not clear to me the service that I am getting. I send an e-mail asking about it.
- On July 12, I get a response saying that the service I have is a 1Mb connection. With the e-mail they offer me a promotion that comes with the 1Mb service. They offer me free local and long distance calls paying an additional euro.
- I called them and they say that they don’t know why a 4Mb hasn’t been installed since it possible to do that with my phone line. About the promotion, they say that I should cancel my existing service and get a new one that includes the promotion. I say no since I need the Internet connection for work and I cannot afford to spend days without internet.
After two months, I still don’t have the service that I wanted. They are offering me things that afterwards they cannot deliver,…and the sad thing is that I don’t see alternatives in the market.