The telecommunications landscape in Mexico is currently undergoing significant changes, with Totalplay's recent announcement regarding symmetrical internet services sparking considerable discussion among consumers. This development follows concerns about data caps and potential extra charges, prompting Totalplay to offer a three-month trial of symmetrical internet. Mayte Baena, writing for Grupo Milenio, reports on how this trial is being implemented and what it means for Totalplay customers (Baena, 2025).
What is Symmetrical Internet?
Symmetrical internet refers to an internet connection where the upload and download speeds are the same. This is particularly beneficial for activities such as video conferencing, online gaming, and uploading large files. Historically, many internet plans have offered asymmetrical speeds, with faster download speeds than upload speeds, catering to typical consumer usage patterns. However, the increasing demand for balanced speeds is now pushing providers to adapt.
Totalplay's Three-Month Trial: The Details
According to Grupo Milenio (2025), Totalplay is now providing a three-month trial of symmetrical internet to its customers at no additional cost. This trial aims to allow users to experience the benefits of symmetrical speeds without the immediate concern of extra charges. The company emphasizes that this move aligns with current regulations and follows discussions with the Procuraduría Federal del Consumidor (Profeco), led by César Iván Escalante.
How the Trial Works
Totalplay is proactively notifying customers who are identified as exceeding their current data consumption limits. These customers will then have the opportunity to trial symmetrical internet. As Mayte Baena reports, «Totalplay is obliged to inform you if you are consuming more Internet than your package stipulates; if so, you can trial symmetrical internet at no charge to your bill» (Baena, 2025).
This trial allows customers to evaluate the benefits of symmetrical internet without the fear of incurring additional charges during the trial period. At the end of the three months, customers can then decide whether to continue with the symmetrical service, potentially incurring extra costs for increased data consumption, or revert to their original plan.
What Happens After the Trial?
After the trial period, Totalplay customers have a choice. They can opt to continue with the symmetrical internet service, understanding that this might involve additional charges if their data consumption exceeds the limits of their plan. Alternatively, they can choose to return to their original internet plan, as specified in their initial contract.
Totalplay states that customers must explicitly agree to continue with the symmetrical internet service. If a customer does not express their consent, the company will reinstate the previously contracted plan. This ensures that customers are not automatically enrolled in a service that could result in unexpected charges.
Customer Options and Profeco's Role
Profeco has emphasized that the implementation of symmetrical internet should not be forced upon consumers. Customers must provide explicit authorization for the service. If customers are unsatisfied with the changes or any aspect of their Totalplay service, they have the right to cancel their contract.
Grupo Milenio reports that Profeco is supporting consumers by accepting complaints and providing avenues for redress (Grupo Milenio, 2025). This ensures that Totalplay customers have a recourse if they feel their rights are being violated.
How to Cancel Your Totalplay Contract
If you wish to cancel your Totalplay contract, here are the steps you can take:
- Ensure that the account holder initiates the cancellation process.
- Visit the Totalplay website and navigate to the «Mi Totalplay» section.
- Enter your account number and password.
- Select the «Solicitud electrónica» option.
- Complete the provided form.
- A Totalplay representative will contact you to begin the cancellation process.
Alternatively, you can call Totalplay's customer service line at 800 510 0510 and request to speak with an executive to initiate the cancellation. This process involves arranging for the return of any equipment provided by Totalplay.
Conclusion
Totalplay's introduction of a three-month symmetrical internet trial represents a significant shift in how the company is addressing consumer concerns about data limits and internet speeds. While the trial offers a valuable opportunity for customers to experience symmetrical internet without immediate cost implications, it also underscores the importance of understanding the terms and conditions associated with these services. Consumers are encouraged to carefully consider their data usage and make informed decisions about whether to continue with symmetrical internet after the trial period. For further clarification, Totalplay customers should contact Totalplay directly or consult with Profeco to ensure their rights are protected.
