Frustrations with my ISP…

My current job allows me to work from home and until recently I’ve been doing that 5 days a week. Of course I have to access the company systems to do my work so am normally connected all the time from home, so I need an Internet connection. Like many people I use ADSL, and where I live in Madrid I don’t have the option to use cable, which I might actually prefer.

My ADSL line is offered by Telefónica de España the main telco carrier in Spain. If you read the adverts the line looks good: 10 Mb bandwidth. What they don’t tell you is that the uplink is limited to 320kb, which is very low especially if you have to transfer files from home to the office. That’s something that I have to do from time to time.

So every now and then I call Telefónica and ask them if they can offer me a faster upload speed. First the normal sales people don’t actually understand that I would be happy with a 5Mb downlink if I could also have a 5Mb uplink, but eventually they tell me that no, it’s not possible to have a faster uplink speed. 320kb is the limit.

So I wonder what Spanish businesses do and ask the sales people. “Ah, we can’t help you with that, we don’t know what they can offer they tell me. Try calling ….” So I try and call the business number. Of course the phone system recognises my line as being a residential customer line and transfers me back to the same residential support people who can’t help me…

I’ve tried on various occasions to explain my situation and interest to the supervisors and have occasionally been transferred to the business section. Of course when I get there they tell me that they don’t have any information on my telephone line, and have to transfer me back to the residential section.

I’ve been fighting with this for a long time now and it doesn’t get better. I’ve also considered changing the company that offers me ADSL but only recently have I been able to work in the office so it wasn’t really a viable option. Many people in Spain have suffered real problems when changing their ADSL supplier.

So I don’t know if I’m the only person that suffers from this. I still don’t know what ADSL/DSL options the business section of Telefónica may offer, after which I can decide if the price is right. My only conclusion is that they continue to irritate me and if a convincing offer is made by one of their competitors I’m likely to switch.  For telecommuters like me this is just silly and I can’t be the only one in this situation.

Have you had this problem, and if so how have you solved it?

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Simon J Mudd

Born in England, I now live in Spain, but spent a few years living in the Netherlands. I previously worked in banking (financial markets) both in IT and as a broker, but IT has always had a stronger influence. Now working at booking.com as a Senior Database Administrator. Other interests include photography, and travel. Simon is married, with two children and lives in Madrid.

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