The Undersecretary of Telecommunications (Subtel) verified a considerable increase in the number of claims for all the services offered by companies in this area between September 2019 and June of this year.
How they have progressed with their partial counts, half of that figure is concentrated in the pandemic period -since February- and complaints filed during the first six months of the year rose to 51,612.
VTR and Movistar are the companies that lead the ranking of claims prepared by Subtel in the first six months of 2020, with more than 16,000 and 13,000 complaints, respectively.
???? ▶ ︎ In this graph you can review the evolution of claims by company from January to June 2020: pic.twitter.com/d2p7ghJRs9
– Subtel in the ???? (@subtel_chile) August 14, 2020
In relation to specific products, According to Undersecretary Pamela Gidi, in the case of some, the claims rose “with numbers that are chilling, such as fixed internet, which reaches almost 700 percent increase in claims; Fixed multiservices – those are the multipack, two pack, tripack – had 400 percent and mobile internet another 400 percent “.
For this reason, the authority recognized that this is “a situation that worries us, and the call is obviously for companies to make operational and economic investment efforts to be able to satisfy a growing need of users that will not stop, by contrary”.
Although it was perceived a greater demand for the internet fixed and mobile in the first semester -60 percent and 50 percent, respectively-, the head of Subtel ruled out that this justifies the failuresAs “it is not possible that months after the pandemic some companies have not adjusted their operations to the increased demand for products and services.”
Compliance with the minimum internet speed
On the other hand, the agency, which also oversees compliance with what is ordered by the minimum guaranteed internet speed law, found that all companies adapted their commercial offer regarding the definition of broadband with minimum floors 5 megabits per second on mobile plans, and 25 megabits on fixed connections.
Therefore, the president of the Senate Future Challenges Commission and promoter of the initiative, Guido Girardi (PPD), valued that through it it is guaranteed that “of what they sell you, in the worst conditions, that is, at nine at night where they are all connected, must be at least 90 percent. In other words, if I have 100 megabytes, they won’t be able to give me two megabytes like today, or not even, sometimes I have had less than two megabytes. “
In that same line it was manifested Francisco Chahuán (RN), who is also a member of the upper house, stating that the law “is pioneering, because it establishes that each of the users will be the real auditors to report the companies and take appropriate measures when they do not comply with the minimum guaranteed speed. “
For his part, Senator PS Juan Pablo Letelier He accused that “we are facing an industry that sells us things that it does not have the capacity to deliver. The industry has systematically misled us, and that is what changes with this measuring instrument. “
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