The Supervisory Body for Private Investment in Telecommunications (Osiptel) specified to users that the operating companies cannot hinder requests for migration to plans with lower prices, porting to other operating companies, temporary suspensions or service cancellations if they do not agree with rate adjustments to their service plans. .
The response of the telecommunications regulator comes after the case of the Movistar rate increase, which will be applied from April 1 to the fixed internet service (not including ADSL technology) or pay television and to products packaged in duos and trios .
In this sense, the entity highlighted that users have the right to request a change in rate plan or cancellation of the service without conditions or explanations to the operating company. For this reason, Osiptel is constantly monitoring the fulfillment of the requests and the claims that derive from them.
“It is important to bear in mind that, unlike other services and companies, Movistar has more demanding special obligations applicable to its fixed internet service, so it must notify users of the rate change in advance and up to two times. . The first notice, at least 30 days in advance, and the second notice, as a reminder, must be communicated within 10 calendar days of the entry into force of the new rate”, he highlighted.
For this reason, the company will have to send special communications using the same means of sending telephone bills (email or to the address).
In addition, if it has the user’s mobile phone number, it will send a message via SMS. All this information that accredits the sending of communications will be required of the company by the regulator to ensure compliance.
Company must provide alternatives and attend to requests for migrations or cancellations
In communications to users, the operator must indicate to them which are the three alternative plans with the lowest rent in force, so that they can evaluate changing the rate plan (migrate), in case they do not agree with the rate change.
As part of the special obligations imposed on Movistar in the case of fixed Internet, it is established that this migration procedure (change of plan) be attended to in one business day if a technical visit is not required, and in 5 business days if it involves a technical visit.
If users are not satisfied with the proposed options, they may request temporary suspension (between 15 and 60 calendar days per year) or cancel their plan without any conditions. In the case of fixed Internet, both procedures should not take more than one business day and can be carried out from the Movistar web and mobile application (My Movistar App), implemented as required by OSIPTEL.
In addition, users can access Osiptel’s virtual tool “Check your Plan”, which allows you to compare the rates of telecommunications service plans, through the link: https://checatuplan.pe/.
Source: Larepublica
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