Profeco Orients Totalplay Clients on Internet Changes: Your Rights

The Federal Consumer Protection Agency (Profeco) is currently intervening in the recent controversy surrounding Totalplay's decision to modify its internet service plans. The agency is emphasizing that the company, owned by Ricardo Salinas Pliego, cannot unilaterally alter existing contracts without the express consent of its users. This situation is especially relevant as Totalplay is implementing symmetrical internet service, potentially limiting data consumption for its clients. According to “Grupo Milenio” (2024), Profeco is taking action to protect consumers.

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What is happening with Totalplay?

Totalplay announced changes to its internet plans, introducing symmetrical internet services. This modification includes limits on data consumption, a move that has sparked considerable discontent among its clientele. César Iván Escalante Ruiz, the Federal Consumer Prosecutor, explained during La Mañanera del Pueblo that Profeco initiated immediate dialogues with Totalplay to address these concerns. The central argument is that signed contracts must be respected, preventing unilateral changes by the company.

“Anunció un cambio en sus planes de internet doméstico para implementar un servicio de internet simétrico como cobro adicional por exceder el limite de datos, como si fuera un paquete de telefonía celular. Los consumidores evidentemente mostraron su inconformidad y ese mismo día estuvimos en contacto con todos ellos comentándoles qué decía la ley y qué no podían hacer eso cambios de manera unilateral,” said César Iván Escalante Ruiz.

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Profeco's Actions and Legal Basis

Profeco is basing its intervention on Article 7 of the Federal Consumer Protection Law, which mandates that service providers must respect the initially offered prices, rates, guarantees, and conditions. This law prohibits companies from denying or altering these terms without explicit agreement from the consumer. Mayte Baena (2024) from “Grupo Milenio” reports that Profeco is actively ensuring Totalplay adheres to these regulations.

Profeco emphasized that Totalplay must notify customers that they have the option to maintain their original contract terms if they do not agree with the new data consumption limits. Those who agree to the symmetrical internet service must expressly authorize the change; it cannot be imposed.

«Quienes acepten el internet simétrico, tienen que dar su autorización expresa, no debe implementarse de manera forzosa,» stated Profeco.

How to Proceed if You Are a Totalplay Customer

If you are a Totalplay customer, Profeco advises the following:

  • Review Your Contract: Understand the terms of your existing contract regarding data consumption and service conditions.
  • Express Your Choice: If you do not agree with the symmetrical internet service and data limits, notify Totalplay that you wish to continue with your original contract.
  • Document Everything: Keep records of all communications with Totalplay, including dates, names of representatives, and summaries of conversations.
  • File a Complaint: If Totalplay does not respect your decision, file a formal complaint with Profeco.

The Rationale Behind Totalplay's Changes

Totalplay claims that these changes are aimed at preventing the resale of its internet service. However, Profeco insists that this justification does not allow the company to violate consumer rights. Customers must explicitly agree to any changes in their service terms.

Ongoing Developments

Profeco is continuing its dialogue with Totalplay to ensure compliance with consumer protection laws. The agency is committed to safeguarding the rights of Totalplay customers and ensuring that contracts are honored.

Protecting Your Rights as a Consumer

This situation with Totalplay serves as a reminder of the importance of knowing and protecting your rights as a consumer. Profeco is actively working to ensure that companies like Totalplay adhere to these rights and do not impose unilateral changes on their customers.

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