I can’t remember the address but our friend wrote to the communications in Madrid and the next week the phone was installed!!! We used Vodafone mobile connect for the interent. It uses 3g connection and was very good except you can’t download masses of data due to the speed. however for emails, booking flights and searching the web it was fine. I had about 50 mb a month to use which I rarely went over. if you go over you have to pay on top of your monthly fee, otherwise it is just the set fee.

The one thing you need here in Spain is patience. Yes they can send a man to the moon but can’t sort our phones out. You just look for ways around the problem and there usually are ways around. 50 days is not long as most people can wait up to 4 years!!!

I note the information in this thread.
I am currently writing a magazine article on Telefonica in English as I too have been waiting for since the beginning of May - over 4 months with similar dribble from the so called customer services. I even have an order number but that was well over a month ago and still nothing.
I would be grateful if anyone who has used, or tried to use, their services could give me their comments. ie.
Was the process smooth?
Were there any problems? Did you lose money?
Did you initially believe the company to be part of Telefonica?
etc, etc,

I am not looking to report on any individual case but aim to give an ‘objective’ general consesus and warn prospective customers if necessary.

Many thanks
schilly

schilly - 12 September 2007 04:57 PM

I note the information in this thread.
I am currently writing a magazine article on Telefonica in English as I too have been waiting for since the beginning of May - over 4 months with similar dribble from the so called customer services. I even have an order number but that was well over a month ago and still nothing.
I would be grateful if anyone who has used, or tried to use, their services could give me their comments. ie.
Was the process smooth?
Were there any problems? Did you lose money?
Did you initially believe the company to be part of Telefonica?
etc, etc,

I am not looking to report on any individual case but aim to give an ‘objective’ general consesus and warn prospective customers if necessary.

Many thanks
schilly

I waited 60 days for a phone line before I gave up. I depend on phone and internet for my job, so I couldn’t afford to wait any longer. At about 5 occasions they gave me an installation date - a technician was supposed to call me to arrange the installation of the line in my newly rented apartment. Of course, a technician never called me on any of those dates, nor did Telefonica bother to call me in advance to cancel the appointment or anything.
Increasingly desperate and frustrated, I started calling them almost every day from my cellphone to find out what was happening. In varying degrees of rudeness, I was given wildly different reasons for the delay. Every operator seemed to have a different excuse, none of which made any sense. No phone lines available in my area in 2007 Western Europe? Unpaid phone bills while I’ve never had to deal with Telefonica before?

Finally, I moved out of the apartment, losing the rental deposit for ending the lease prematurely. I lost several thousands of euros there. I could probably sue them (I made my original decision to move into the apartment based on Telefonica’s promise that I would have phone/internet there within two weeks), which I might actually do if I get some time to spare anytime soon.

My new apartment has an ONO connection, which got installed the day after I ordered it.

Thanks for your response.
Was it ‘Telefonica in English’ that you were dealing with, or Telefonica?
As has been pointed out they are NOT the same. Telefonica in English are an independent company who ‘arrange’ services from Telefonica.
I have been in touch with Telefonica and they take NO responsibility for the activities of this business.
My article will be based on ‘Telefonica in English’ - http://www.telefonicainenglish.com - as one of the main issues is that many people believe they are dealing with Telefonica and they are not.
Any info would be much appreciated.

schilly - 13 September 2007 01:00 PM

Thanks for your response.
Was it ‘Telefonica in English’ that you were dealing with, or Telefonica?
As has been pointed out they are NOT the same. Telefonica in English are an independent company who ‘arrange’ services from Telefonica.
I have been in touch with Telefonica and they take NO responsibility for the activities of this business.
My article will be based on ‘Telefonica in English’ - http://www.telefonicainenglish.com - as one of the main issues is that many people believe they are dealing with Telefonica and they are not.
Any info would be much appreciated.

It was Telefonica, and I think that’s exactly where the problem is for many Telefonica-in-English customers.
TIE simply relays information back and forth between Telefonica and their customers. They order a phone line on behalf of a customer, and if Telefonica doesn’t deliver, well, that’s Telefonica’s fault. If they don’t communicate about the issue, same thing.
TIE customers and direct Telefonica customers experience the same kind of problems.

Hello all!!
i am shocked about telefonica as they were really good with us. the first house we lived in we applied for reconnect the phone line, and internet, 3 days after we received a package , that had the discs and wires and everything in, toke us 5 mins to set it up, and actually that was a day before christmas. we thought we would never get in before new years eve but it was there.
we moved house in may, and this is a new built, no phone line or nothing in this area. we have rang telefonica they said they will come out to install it in the next two weeks. and they rang a couple of days after saying the next day 3pm they will be here.  and in the morning we had a phone call saying they cant do it, because they have just find it out there is no lines or anything in this area it can take up to 12 month. so we were really upset and thought we cant have it then. We went out shopping and came back just before 3pm and two man from telefonica was outside of our house waiting for us, they have installed it perfect in half an hour they were really nice and helpful, they didnt understand why telefonica said they cant do it, and we are the first one on playa golf area who has the line installed.
So we were very pleased with them both times.
the only problem is that the operators never speaks english. thats all.
But both times we had to ring spanish telefonica and try to speak spanish to them. the two guys said that if anyone wants a phone line has to ring telefonica because other companies are getting the line from them anyway and they wont help them because they want to sell the year contract.
so thats the best way to do it.

Hi would like to add my twopenny worth. We live in the campo and applyed for a track phone in April 2007 we were told 30 days max on the 30th day the lines man came to connect us up and told us no way, you have to have a track phone as there are no lines here to connect you to.

We finally got our telephone in November after 75 teleophone calls to 1004, great we thought all settled now lets get on with life oh no 11th January 2008 the internet went off still had the telephone line called 1004 told there was problems in our area went to UK for two weeks came back still no internet, called 1004 to be told we had been cut of as we had not paid our bill what bill I asked well we have not sent you one but you have been cut of as it was not paid. Talk to the wall ok how do we pay this bill we have not recieved, we were told pay at the post office 104 euros 88 cents and we will reconnect you in 4 hours this we did and three days later we were indeed reconnected.

Still have not had the bill do not know what we have paid for as the calls in Spain are free and all my calls are made in Spain one can only think the internet charge is over the top.

The 1004 people are so rude they are beyond belief, what gets me the most is when you have finished getting no where with them they keep asking if there is anything else they can do for you. Yes I tell them sort out my challenge and ask your employers to give you some customer service training.

Rosa

I don?t ve a problem speaking to someone who speaks English at Telefonica as I just ask the operator if I can speak to someone who speaks English. They have never been rude but I can see how they fail to solve problems througgh a lack of understanding. I would query your bill Rosa . They have to provide you with a detailed factura. The charges for rental are ahead of themselves so that bumps up the bill. I have the internet and calls package and only pay for calls to the uk which now are 6 cents a minute as I pay 3 euros a month for that service. Because we have the TRAC phone we can?t always take advantage of the other companies offers. For some unknown reason we can?t even put the answering machine on or use some of the functions on the DOMO telefone. However, have got round that one by buying a BT response 75 answering machine.

I always say, they can send a man to the moon but Telefonica can?t provide a satellite broadband service. Disgracefull in this day and age.  Moan over!!!

Washington - 16 February 2008 06:14 PM

I don?t ve a problem speaking to someone who speaks English at Telefonica as I just ask the operator if I can speak to someone who speaks English. They have never been rude but I can see how they fail to solve problems througgh a lack of understanding. I would query your bill Rosa . They have to provide you with a detailed factura. The charges for rental are ahead of themselves so that bumps up the bill. I have the internet and calls package and only pay for calls to the uk which now are 6 cents a minute as I pay 3 euros a month for that service. Because we have the TRAC phone we can?t always take advantage of the other companies offers. For some unknown reason we can?t even put the answering machine on or use some of the functions on the DOMO telefone. However, have got round that one by buying a BT response 75 answering machine.

I always say, they can send a man to the moon but Telefonica can?t provide a satellite broadband service. Disgracefull in this day and age.  Moan over!!!

Hi Susannah

Have used both the Spainish and English speakers and they are both as bad, we also paid 3 euros a month for English calls just in case we needed to call the UK. Will be calling at the post office on Monday if we have not recieved a factura, will be contacting telefonica again.

Has anyone noticed how they always say the line is bad when you are trying to sort things out

I think you are right about the lack of understanding, its the same for me when I talk in Spainish to my Spainish friends I do not always understand the meanings of the words they say. We asked for an ADSL line and was told we could only have it if we had electricity still on a generator my friend as it as they have solar power.

We will have electricity by the summer 2008 we have been told this for the last 4 years but thats another story.

Rosalie