Share This Page

Latest Comments

Client Testimonials

"We enjoyed being in a small, friendly Spanish community with such easy access to the town.  The apartment is very comfortable.  We made good use of the extensive library and the garden and pool – a lovely way to relax after a hard day’s ‘culture’!"
Linda & Robin Bell, Todmorden, Lancs

Phone in! PDF
Sunday, 27 February 2011 00:00

We finally got a telephone line installed at our new house! Four weeks after it was ordered! Did you know that Telefónica/Movistar penalise you if you only order a line, rather than the full package of line, calls and internet?

Yes, we only found this out towards the end of this interminable period of waiting. A supervisor at the company’s call centre told me that if you order the full package you will have it in 8 - 10 days. If you only order the line, however, it’s 20 - 25 days! But they don’t tell you that when you sign up! We were initially quoted five days and we’d have a phone!

Anyway, last Thursday evening, while we were out visiting friends in our previous village, I got a call from a telephone engineer – I’m outside your house, but there’s nobody in!

Well, if you’d phoned in advance we could have made sure someone was here. Do you expect us to wait in for four weeks on the off-chance Telefónica might turn up?  I didn’t actually say this last bit, as I didn’t want to risk upsetting the man and him buggering off.  We’ll be there in 15 minutes. 15 Spanish minutes later – ie half an hour – we arrived and he installed our line.

I then got the customary evaluation phone call, so I took the opportunity to complain yet again about the incompetence, the mistakes and the lies their company had visited upon us. That’s not our responsibility, says the girl. Uh?

During frequent phone calls to over the last month Telefónica/Movistar call centre staff have at least been consistent – incompetent, rude and poorly trained.

As I said we only ordered a line from them, so I needed to see about a contract for calls and internet. I called three other companies. What a difference! The staff at Iberbanda, Spantel and Yacom were all pleasant, polite and patient. The lady at Yacom, Mar, was fantastically helpful. When I rejected her offer, she said she would do some more investigation and call me back, which she did very quickly. She’d found just what we wanted with a sister company, Orange. When I agreed to the deal, and she took my details, she said there was a problem and that the system was telling her that our phone number was in the name of somebody else, but they would sort it out.

It later transpired that Telefónica/Movistar had got my name details wrong! To them I was Nombre: Paul; Primer apellido: John; Segundo apellido: Withlock (sic). (I wondered why they always addressed me as señor John!), instead of the correct Nombre: Paul John; Primer apellido: Whitelock; Segundo apellido: (not applicable).

The people at Orange advised me to remain as señor John until they’d transferred the line rental from Telefónica to them, otherwise it would delay things even more. I could become my real self again, ie señor Whitelock, after the changeover.

Thank you Telefónica and adiós!

© Paul Whitelock

Tags:  Telefónica, Movistar, telephone, internet, Iberbanda, Spantel, Yacom, Orange, paul whitelock,


Paul Whitelock

Paul is a Joint Honours graduate in Spanish and German, a qualified teacher (PGCE) and has a Member of the Institute of Linguists (MIL) qualification.

read more