Totalplay adjusting its plans amid customer concerns about data limits

Totalplay is currently facing a wave of customer dissatisfaction due to recent announcements regarding data limits and potential extra charges for exceeding them. This situation is causing many subscribers to consider canceling their services. Ricardo Salinas Pliego, owner of Totalplay, is addressing these concerns by offering several options to mitigate the impact of these changes.

Understanding the symmetrical internet implementation

According to Milenio (2025), Totalplay announced on April 2nd that it is implementing symmetrical internet across its packages. This involves setting data limits based on the speed contracted by the user. The company aims to curb "excessive consumption" by establishing data ranges from 1,000 to 3,999 gigabytes (GB), depending on the specific plan.

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Details of the data policy:

  • The first instance of exceeding the data limit will not incur additional charges.
  • Subsequent instances will result in a charge of 110 pesos for every 100 GB consumed beyond the limit.
  • Customers will receive alerts upon reaching 80% and 100% of their data limit.
  • Consuming over 3,999 GB will prevent users from purchasing additional data.
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Ricardo Salinas Pliego's response to customer feedback

Ricardo Salinas Pliego is actively responding to customer concerns through social media, explaining the rationale behind these adjustments. «Have I ever let you down? Totalplay is the best internet service in the country, and I am a champion of the free market,» he tweeted, emphasizing his commitment to resolving the issue (Salinas Pliego, 2025). He is presenting customers with three potential solutions:

  1. Trying the new plan for a month: This allows users to experience the symmetrical data plan and assess its impact on their usage, with Salinas Pliego suggesting it will only affect those reselling the service.
  2. Reverting to the old plan: Customers can opt to return to their previous plan, forgoing the benefits of symmetrical data.
  3. Canceling the service: Salinas Pliego is acknowledging the option to switch to competitors, while also implying Totalplay's superior customer service and willingness to negotiate (Salinas Pliego, 2025).

«Give me a chance, I'm going to solve it for you, don't worry, but first let me explain in a video, what I want to do, why, and if you don't like it then...» - Ricardo Salinas Pliego, via X (formerly Twitter).

Totalplay's official stance

Totalplay is also issuing press releases to reassure customers. According to Totalplay's X account (2025), the company stated: «You can rest assured, if this benefit is not of interest to you, we will return the internet to the identical characteristics it has today.» This indicates a willingness to accommodate users who are not satisfied with the symmetrical data plan.

How to cancel Totalplay service

For customers who still wish to cancel their service, Totalplay offers a straightforward process:

  • The account holder must initiate the cancellation.
  • Access "Mi Totalplay" on the Totalplay website and log in.
  • Select "Solicitud electrónica" and complete the form.
  • A Totalplay advisor will contact you to begin the cancellation process.
  • Alternatively, call 800 510 0510 to speak with an executive.

It's important to note that advisors may attempt to retain you as a customer by offering alternative packages that better suit your needs. The final decision rests with the customer.

In-person cancellation option

Customers can also cancel in person at their nearest Totalplay branch. Regardless of the cancellation method, a folio will be provided, which is necessary for returning the equipment upon collection by Totalplay personnel.

Requirements for service cancellation

Several requirements must be met to successfully cancel Totalplay service:

  • All outstanding debts must be settled.
  • All equipment, including decoders and remote controls, must be returned in good condition. Missing equipment may incur charges.
  • The initial contract period must be fulfilled. Typically, contracts require customers to remain active for approximately 18 months to avoid penalties.

To avoid additional charges, Totalplay advises customers to request cancellation before their billing date, as indicated on their monthly invoices (Baena, 2025).

References

Baena, M. (2025). ¿Cuáles son las opciones que presenta Totalplay tras anuncio de nuevos planes? Esto dijo Salinas Pliego. *Milenio*. Retrieved from https://www.milenio.com/negocios/finanzas-personales/totalplay-como-dar-de-baja-mi-contrato-aumento-tarifas

Salinas Pliego, R. [@RicardoBSalinas]. (2025, April 3). *¿Alguna vez les he quedado mal? TotalPlay es el mejor servicio de internet del país y yo soy un defensor del libre mercado...* [Tweet]. X. https://twitter.com/RicardoBSalinas/status/1642716392497344513

Totalplay [@totalplaymx]. (2025, April 3). *Puedes estar tranquilo, en caso de que este beneficio no sea de su interés le regresamos el internet a las características idénticas que tiene hoy* [Tweet]. X. https://twitter.com/totalplaymx/status/1642716392497344513