Telefonica Refusal To Offer Rural ADSL Internet.

Hi I have a TRAC phone as they are called and have no problem with the internet for the following reasons.
You only need to buy a usb to seriel port cable which comes with it's own software and then delete your 56 modem and add a 33600 modem from a pick list on your computer. You then put your usb into the computer and the other end of it screws into the TRAC phone if you look underneath there is a slot for it. That way the speed is quite good and the line does not drop. However, I supplement the speed with a package called ONSPEED which I bought in the Uk. Anyway hope this helps

Sorry forgot to say that I also use Telefonic's internet package which is 22 euros and you get 24 hour free interent access, free phone calls to 96 and multinational lines. Although other providers may offer the same.

Hi Expatriator.. Hoping you got this sorted. Susannah seems to have some good tips/useful knowledge.
We eventually had to find another phone providor (ALO) as Telefonica promised a radio* set up, and even the satellite system that was best for us.. has constantly been 'put on hold'. Now we know they are breaking the law (European agreement no 1).. but after 3 months we got fed up and found someone else.
I am still thinking whether to pursue a claim against Telefonica - but as they do not even answer my registered letters/faxes and advice from the Consumer office (OCMI?).. I don't know that it is worth the emotional effort.


*(actually, I have been told they are upgrading the old radio type you mention.. but of course they will not come to you and will need a huge push and a shove - as it costs them money to upgrade you)...

Hi and thanks for the replies.

In the end we?ve given up on Telefonica for internet.

I managed to find a supplier, IBERBANDA. They offer ADSL through a small dish and at a comparable price to Telefonica, including free installation. They offer a variety of packages including phone line and their response so far has been excellent.

We?re having their ADSL in my own house also. Having made initial contact last Thursday, they are coming on Monday to set everything up, so quite a quick turnaround there.

They have English speaking operators Monday to Friday between Midday and 4pm and can be contacted on 1632.

Hi Heath 1974.. (I am replying mainly as I am new to these posting rooms - and the automated message tells me if I don/'t reply to this - then I will not be able to post elsewehere???)..
- Glad you have got Iberbanda/a solution. We looked into this supplier (the poor technician even came all the way from Granada!).. but we are out of range of the radio relay that services the southern coast/Mijas. (We are just a bit too far around the corner!). Just hoping that we get continued service on our new set up = which although has its on/off days.. is more or less sufficient!
(I have been advised under 'European Act No 1' regarding Telefonia/new phone installations - they cannot refuse anyone.. but as we have a system that works... we are unlikely to change unless it goes wrong!

Happy surfing!
susan - mijas :)

I was telling my parents about your post today.

Dispite the fact they are in breach of European law, pursuing them legally would be both costly, time consuming and take a very long time. I don?t believe there is a small claims system here as in the UK, so it?s quite common place that organisations and business?take advantage of the fact that the majority of people would not pursue.

On a positive note though, Telefonica will have to get their act together sooner or later or lose out, because the market is beginning to open up here quickly. I watch Spanish TV and there are more and more companies offering ADSL and telephony options all the time.

I?m pretty con fident that over the next couple of years, you will see prices drop and companies offering higher bandwidth for better prices, as in the UK - I do miss my 8mb ADSL!!

Let everyone on the forums know how you get on with your supplier, I?m sure that the more options that we find will be to the benefit of the expat community in general, many of whom only think that they have to use Telefonica and are?nt aware that there are increasingly and similarly or lesser priced options available.

you have a problem if you have a telephone service and not getting your full services off them you can go to Commission for Communications Regulation
link to there site aswell http://www.cmt.es/ or in english http://www.cmt.es/cmt_ptl_ext/LanguageChange.do?language=en&nav=begin&nav=

so that will help with your problems

thanks

Hi all, we wrote to the communications in Madrid and they helped sort out our delays. Telefonica I understand are now installing satellite phones in preperation for ASDL. However, typical of telefonica...as yet they do not have the ADSL technology to go with the satellite. The alternative supplier sounds very promising though.

My lovely new ADSL is working perfectly with Iberbanda I'm pleased to say. Have already set up my website too - which would have taken ages with dialup.

Unfortunately though, m parents property could'nt get a clear signal, as they are in a dip. If their property was 30 metres higher, they would have been fine.

For anyone who lives along the A92 corridor from Granada to Loja, so long as the elevation of your property allows the little dish Iberbanda provide to bounce signals off the antenae on the Parapanda, then you'll get 100% coverage. If you're in a dip or a valley, then you won't at the moment.

Apparently Iberbanda are getting access to more antennae over the coming 12 months so the coverage should improve.

I have read that the Spanish government (why not Telefonica?? dont know and it did not explain) is spending 163 million Euros to get broadband internet available to 96% of rural areas. The project - Internet en al pueblo is well advanced in Alicante. Also a bus is going around to explain the benefits - which I guess does not need spelling out for most people!

> I have read that the Spanish government (why not Telefonica?? dont know and it did not explain) is spending 163 million Euros to get broadband internet available to 96% of rural areas. The project - Internet en al pueblo is well advanced in Alicante. Also a bus is going around to explain the benefits - which I guess does not need spelling out for most people!


the net on the bus , good one robi

the net covers 33,8 % of spain that statcs for 2006-2007

but only problem lot people fine is you upload speed is very slow ( when load to a sever )

I used fiber link and t3 link yes it cost nice few hundred a month

never brakes down

Yes good one! well spotted.

Lets hope this gives the rural livers a good service.

> Hi I have a TRAC phone as they are called and have no problem with the internet for the following reasons.
You only need to buy a usb to seriel port cable which comes with it's own software and then delete your 56 modem and add a 33600 modem from a pick list on your computer. You then put your usb into the computer and the other end of it screws into the TRAC phone if you look underneath there is a slot for it. That way the speed is quite good and the line does not drop. However, I supplement the speed with a package called ONSPEED which I bought in the Uk. Anyway hope this helps


Hi Susannah,

I have been trying to assist my Father who has a one of these TRAC systems with getting his internet working too... (Arrrghhh!) I'm an ex IT Manager from the UK used to work in London and thought that this would be a piece of cake... Was I wrong. Both my father and I speak fluent Spanish however the problem wasn't the language, it was that Telefonica don't know or admit that they have a problem with these TRAC systems and compatible modems. Of course the Telefonica engineers laptop works on TRAC so that he can gladly say to you it's your modem and walk away. So having tried various modems, internal, external, serial, usb, v90, v92..... none have worked with his pc or laptop (or mine for that matter).... I gave up. Then I met a new local expat who had an old Dell Inspiron 8000 with a v90 3com 56k internal modem in it that does work (49kbps!). So I did some reading to try to see if I could track down the type of chip it uses to see if I could find an external modem with the same in, this was when I came across your post. I had seen somewhere before that these TRAC boxes do have their own internal modem and my Father's box does have a serial port. So I'm getting excited now, you're saying that with a serial to usb cable I could use the modem of the trac box to connect? Can you tell me do you still get a dial up connection box and do you still use #99* to get a connection (GPRS)??? Next I'm going to want to know where to get a cable from!? I know that there's a PCCity in Malaga which isn't too far from my Father but has anyone found a decent online computer shop? I love http://www.ebuyer.co.uk but unfortunately they don't deliver here!

Thanks in advance,

Marc

> Hi I have a TRAC phone as they are called and have no problem with the internet for the following reasons.
You only need to buy a usb to seriel port cable which comes with it's own software and then delete your 56 modem and add a 33600 modem from a pick list on your computer. You then put your usb into the computer and the other end of it screws into the TRAC phone if you look underneath there is a slot for it. That way the speed is quite good and the line does not drop. However, I supplement the speed with a package called ONSPEED which I bought in the Uk. Anyway hope this helps


Hi Susannah,

I have been trying to assist my Father who has a one of these TRAC systems with getting his internet working too... (Arrrghhh!) I'm an ex IT Manager from the UK used to work in London and thought that this would be a piece of cake... Was I wrong. Both my father and I speak fluent Spanish however the problem wasn't the language, it was that Telefonica don't know or admit that they have a problem with these TRAC systems and compatible modems. Of course the Telefonica engineers laptop works on TRAC so that he can gladly say to you it's your modem and walk away. So having tried various modems, internal, external, serial, usb, v90, v92..... none have worked with his pc or laptop (or mine for that matter).... I gave up. Then I met a new local expat who had an old Dell Inspiron 8000 with a v90 3com 56k internal modem in it that does work (49kbps!). So I did some reading to try to see if I could track down the type of chip it uses to see if I could find an external modem with the same in, this was when I came across your post. I had seen somewhere that these TRAC boxes do have their own internal modem and my Father's box does have a serial port. So I'm getting excited now, you're saying that with a serial to usb cable I could use the modem of the trac box to connect? Can you tell me do you still get a dial up connection box and do you still use #99* to get a connection (GPRS)???

Thanks in advance,

Marc

Thanks to poster above who directs us to offical websites where we can get consumer help. We have not bothered as system we paid for (keeps fingers crossed) is still working fine. I also had another supplier contact me as they now have their own radio mast in our area.
We did speak to an English woman down the coast that informed us of the 'Rule no 1' - which she followed up with Telefonica - and they pulled their finger out immediately! It seems if you know what to threaten them with - they will act.. Otherwise I am afraid Telefonica still retain their crown of 'worst public service'!
Watch this space - as I am waiting for info on a mobile phone service that will cost LESS THAN A LANDLINE! Yes.. and it is not a wind up!

I have a TRAC radio telephone and, when it was initially installed I could not get any dial-up using my Acer laptop internal modem. However, I then purchased a PC Card fax/modem (Mentor Part No. PCM56ACL-UK) which has worked extremely well. I have also fitted this same PC Card into several clients who have TRAC telephones and had similar problems. I now have Internet broadband with a company called ACOX and have had no problems at all. (I live in Alhaurin El Grande, Malaga)

I have read with interest the posts relating to Telefonica and especially Iberbanda, which incidentally is part of the Telefonica group. I have lived in Spain for 40 years and Telefonica has always been the subject of extremely bad service. Not only the ex pats suffer, but a quick search in Google for "Problems with Telefonica or Iberbanda" , in Spanish of course, will show how big the problem really is. What I don't understand is how they keep getting away with this great rip off.

When I moved to my present finca in Alhaurin el Grande, Malaga I had no option other than go with Iberbanda. For three years I have suffered. I wrote to them about a month or so ago detailing my case. I have never had any response to this letter certificada. I have since sent a copy of it to the Ministerio de Industria in Madrid and to date have had no reply. This is the content of the letter sent.

Iberbanda,
Julian Camarillo 29B
28037 Madrid.

16/03/2009

Dear Sir?s,

Since I contracted for an Internet connection in September 05 I have had nothing but problems with Iberbanda. You are unable to maintain a guaranteed connection. Regularly your speed is well below that guaranteed by your guarantee of 10% of the contracted speed. At least once or twice a week I lose the connection completely for short periods- or even days.

I have had to ring the tecnicos hundreds of times, at my cost, and have spoken regularly with Attention al Cliente. I have sent hundreds of emails complaining of the problems and have copies of all of them stored on my computer. Unfortunately, although I have submitted the same amounts of screen shots of my speed tests, nobody really cares, and I personally think that there is nothing that can be done until Iberbanda improves their installations. Meanwhile I continue to pay ?uros 49,00 + IVA a month for a non-existent service. Many times I have been promised a free period or discount to compensate me for the breakdown of your service but this never happens.

To try and speak with the tecnicos is nearly impossible as no doubt they are busy attending to the numerous other calls from other dissatisfied customers. When one is lucky enough to speak with anyone from the technical department or Attention al Cliente the way that they talk to their customers is totally unacceptable. The majority are blatantly rude and unhelpful.

I would like to confirm that on a couple occasions when I have spoken to the tecnicos, I have been fortunate enough to find an honest employee who has admitted, that currently nothing can be done to improve the service I receive, as there are serious problems with the Iberbanda installations in my area. I believe I am currently receiving my signals from Pizarra. Some months ago I received a visit from an Iberbanda engineer, who was instructed by your Technical department, to visit a hundred or so Iberbanda customers in this area and try to obtain better reception by reorienting the parabolica. In my case he gave up after a couple of hours and said nothing could be done.

As I need an Internet connection to assist me with my work, I have lost a considerable amount of revenue due to not being able to send emails or files, due to poor speeds or a complete breakdown in the system. I have also purchased various online courses but again lost out financially as I was unable to download them due to speed problems. As I write this letter I have no connection and have had serious problems for the past week. I have again reported the fault and currently there is an n? de incidencia 1-1VXRBM pending.

Like all other complaints I have made during the past three years nothing will be done. I am given a reference number and that is it. When I contact the tecnicos or Attention al Cliente a few days later to inquire what is being done, nobody is prepared to comment and my reference number is meaningless.

Finally, if Iberbanda is unable to maintain a service as offered as per the contract it should not be permitted to charge the inflated monthly fee. Basically what you are doing is misleading your clients and obtaining money under false pretenses. I am sure that every regulation under EU rules is being broken. I recently was amazed to do a quick Google search on the problems with Iberbanda. It appears that the majority of your customers have problems related to many issues.

I look forward to receiving your comments as soon as possible and confirm that should Iberbanda chose once again to ignore my complaints all correspondence will be forwarded to the Ministerio de Industria, Turismo y Comercio for them to investigate. In the event that this Government body chose to do nothing I will then request immediate assistance from the governing body at the EU.

Kind regards,


Stated earlier in this post I have received no answer form Iberbanda or the Ministerio de Industria. The only recent change to my service is that my monthly quotas have gone up.

A word of warning. My partner a couple of years ago moved out of her house, and canceled her internet connection with Telefonica. She followed their instructions to the "T". She even sent them a fax confirming the cancellation. Six months or so later she sold the property. Being a non resident she had ?9000:00 deducted by the notary for the Hacienda retention. After another traumatic battle to get this amount paid back she was more than surprised to receive the ?9000:00 back less a claim from Telefonica for a period of internet connection that was after the date of cancellation. Despite more telephone calls and letters trying to get a refund she in the end gave up. So it appears that Telefonica has even the powers to make other illegal claims.

I am well aware that there will be members from all over Spain who use Telefonica/Iberbanda with no problems at all. Think yourselves lucky. You are in the minority. I would appreciate hearing from any one who has successfully made a claim against Telefonica or Iberbanda and won.

Well I am one of those people who made a Claim against Telefonica and won I sent one letter and they called I spoke in Spanish but they insisted I speak in English so I had an Agent claiming he could speak good English (Which he didn?t my niece who is 3 can speak better English) at the end I ended up speaking in Spanish and the so called English agent told to hang up...

At the end of the convo it got no were so the next day I hired a Lawyer who works for European courts 3 days later Telefonica got a Summons from the high court in Madrid... Telefonica ended up paying ?4500 in fees and finally a full year refund because of there bad service. Ever since then I don?t have any issues with them....

In Spain it?s known through out Europe... that Companies (Spain) are not controlled or governed example there is no "Trading Standards" or "Watchdog" another good example is look at the adverts on TV for Txt and gambling there is no one controlling that.

Telefonica get away with it because most of the royal family or government members are share holders or directors...

Two months ago the European Commission Warned Spain to sort out several things... 1 was ever mentioned publically which was to sort out the Land grab the Spanish government won a ?Gagging Order? to silence the other things which was obvious very damaging for the country....

Spain gets away with many things... but it does make me laugh as I see both sides English / Spanish (As I am Dual Spanish English)

Good luck in your quest of complaint.

MAC 31. Thank you for your comments. Would you like to share with us the nature of your complaint. I would also like to receive details of your Lawyer who sorted things out for you as I am sure here in Andalucia I would not find one qualified in this field to handle such a case. You can email details if you like. Many thanks.

The problem was The connection Telefonica provided me with a very bad the service was bad etc...
After 34 attempts of an engineer coming to the house and saying "You are to Far from the exchange to get a good service"
I had enough especially when the engineers do not communicate this back to central... There also outsourced... so I had 34x ?80 call outs charges for a problem they thought was my problem.. Obviously I should of bought my house next door to the Exchange "DOH!!!" thank god I kept all the pink slips with the engineers reasons and diagnostics...

So I started the complaint process by writing a clear detailed complaint One letter in Spanish and another In English.

As per usual I new Telefonica was going to play games and like I said in my post before this Legal action was taken...

I studied EU Law. I worked IN RCJ London and the ICC Den Haag so I knew a few International / EU Lawyers good thing I made good friends!!!!!!!

MAC31

Hi All,

If you want to complain about Telefonica, write to this address in Madrid, they do get things moving.

Telefonica Complaints Ombudsman
Servicio de Defensa del Cliente
Telefonica S.A.
Gran Via 28
Madrid
28013

Good luck

Jools