Telmex continues to face significant scrutiny as consumers across the nation voice their frustration over poor service quality and frequent outages. According to the Instituto Federal de Telecomunicaciones (IFT), complaints have surged dramatically, with over 8,600 total grievances logged from July to September 2024 alone. Telmex accounted for approximately one-third of these complaints, highlighting notable deficiencies in internet and television services.
The IFT reported 2,881 complaints concerning Telmex, which primarily focused on issues like slow internet speeds, dropped connections, and erratic performance of television services. Recent reports indicate consumers experience slow or failing internet connections, resulting in challenges such as pages failing to load, intermittent service interruptions, and device connectivity failures. Such disruptions can have increasingly adverse effects on work productivity and personal communication.
Migrated to remote work during the pandemic, many users now rely heavily on stable internet connections, making these service lapses intolerable. Given the heightened expectations for reliable connectivity, more users are becoming vocal about their dissatisfaction.
The complaints reported by the IFT reflect widespread frustration among users who are now grappling with the reality of inadequate service from one of the country's leading telecommunications providers. Alongside Telmex, other notable companies included Telcel and Megacable, which also received significant complaints, indicating broader industry troubles.
For resolution, the IFT has encouraged users to report their issues on its platform, "Soy Usuario," aiming to facilitate solutions to telecommunications deficiencies. Despite 83.7% of complaints being addressed, many users express concerns about the effectiveness and timeliness of these responses. Nearly 9.3% of complaints remain under review, with 7% rejected or cancelled.
Complications extend beyond service quality. A recent incident reported from Tampico, Tamaulipas, exemplifies the physical risks posed by Telmex's infrastructure. A truck crashed through a Telmex telephone pole, causing significant damage to the network and prompting emergency responders to rush to the site. Unfortunately, the driver fled the scene leaving the aftermath for local authorities and Telmex personnel to manage.
Further, the legacy of outdated infrastructure manifests itself through disused telephone booths scattered throughout urban areas, some of which have become makeshift garbage dumps. Residents have voiced their concerns to local authorities, with the town’s environmental health office noting, "The old phone booths only obstruct the pathways and become garbage dumps." Despite formal requests for their removal, Telmex has yet to take action.
Community feedback indicates the extensive impact of these issues. Residents of the town of Ozuluama reported being without internet service for twelve consecutive days. They expressed dismay over the economic impacts and the disruptions to their ability to communicate with family members. One local noted, "It affects not just their finances but also their communication with family," emphasizing the depth of frustration caused by the outages.
Clearly, Telmex is at a crossroads, needing to revamp its infrastructure and service protocols. With increasing dissatisfaction among users and mounting complaints, it is only a matter of time before both consumers and authorities demand more significant improvements. Enhanced accountability and community engagement must be prioritized if Telmex is to maintain its role as a trusted service provider. Without prompt action, the discontent of its users may only compound, adding urgency to reforms within the telecommunications sector.
