MásMóvil does not work for you, it does not load the Internet, no page is opened, WhatsApp messages are not sent, what happens? Surely it has ever happened to you, an operator crash or a failure in the installation that makes us run out of Internet for hours or even days. That is why we see what to do if MásMóvil is down and does not work well, how we can solve it or how we can claim compensation for it.
The first thing we must find out is whether the failure is ours or generalized. If it is ours, we explain how to identify if the failure is with the device itself (your mobile, your computer) or if it is a failure in the router. When we have tried everything, we explain what the legal conditions of MásMóvil say or how to contact customer service in case of breakdowns.
Is it failing?
The first thing we need to know is what is failing or if it is failing for everyone or just for you. In that case, the first thing we have to do is consult a specialized web page that will show us if there is a general error or not. First of all, search on Twitter. It is usually the fastest option and that we all have on hand. This will only work if you have access to the Internet from a device, of course, or if the WiFi fails but not the data. Search Twitter for “másmóvil has fallen” or any group of keywords that allows us to know if there are more users suffering the same incident.
There are also specialized websites that help us find out if there are more people with the same problem. For example, the most used and that we always recommend: Downdetector . Here you will see in real time the number of failures or crashes of any program, service or of a specific operator. In the case of MásMóvil, we just have to look for the company logo on the main page and click on it.
We will see in real time the failures in the 24 hours, in timeline format, and a live failure map in which we can see, by areas, where there are problems with the different users.
You will also see the responses or tweets of MásMóvil or the most reported problems. In this case, 74% corresponds to the Internet and 16% to telephone, only 9% to mobile. Most likely, the registered incident is related to a failure on the Internet but thanks to the web you will get rid of doubts.
Where this error
Consulting the previous step will give us two options: the problem is widespread or no one has a problem except you. If it is generalized, you cannot do anything except wait for it to be solved or claim MásMóvil so that they have proof of the incident and you can receive compensation in the future. If the problem is generalized, you will not be able to do anything except wait for it to be solved, to be fixed, for the Internet line to return. If no one else has problems, it will be because the error is their own. It is your error in your service or your contract, it will depend on where you do not have Internet or where you have detected if MásMóvil is down or not. It can be in the router, in your data rate …
If you have a different operator contracted for mobile data (or there is another person at home with another operator) it will be easy for you to check if the error is from MásMóvil or not because it is enough to switch from WiFi to data on your mobile phone. If you only have MásMóvil on all your devices, it is also advisable to run a series of tests to see what is wrong, where it is wrong. Your mobile phone may not work and your computer does, so the problem will automatically be with your phone. Internet may not work on TV and it does on other devices. Or it may not work in any of them and then we will have to see where the problem is.
Do you always have a solution? Depends. We can carry out a series of steps to see possible problems in the computer or in the telephone and even in the router, but the error may not be with your devices as such but with the connection, the installation of the building itself or anything crazy like a rat has eaten the cables in your area.
But we can carry out a series of tests on the mobile, on the PC, on the router. This way we will rule out if the problem is ours or the network or installation.
On mobile
The first thing we have to check is what does not work, as we have explained before. Intranet does not work for you on your mobile, but how? where? In what application? Turn on the WiFi and turn off the data and do it the other way around. Check what is wrong: connected to your router or not connected. So we will get out of doubts about whether the problem is in the WiFi connection or not, for example.
Check all the apps
It seems obvious and absurd but that we see a video on YouTube does not imply that you do not have Internet. Or that WhatsApp is not sent. Test all applications to see if it is a problem of a specific one or not. Open the browser, visit a new website, make sure that the error persists over time and has not been a specific crash of only a few seconds.
Turn off airplane mode
Activate and deactivate Airplane Mode in case you have activated it accidentally or simply if you want to restart connections quickly.
At home
It may be that the problem is not in the mobile but you do not have Internet on any device in the house. For example, not on the computer either. If you have a computer or a Smart TV, you can test if it is a WiFi or cable problem, for example, in addition to other “tricks” that we are going to explain.
WiFi or network cable?
The first thing to do is check if it is a problem with the wireless connection itself. Disconnect the WiFi network and connect by cable if you have one at home. If you already have the cable and it doesn’t work like that, try WiFi. Or try another Ethernet cable. Also try to connect directly to the router in case it is an error in the network socket.
Check the MásMóvil router
You can enter the configuration of the MásMóvil router from the browser. Type 192.168.1.1 and hit “enter” on your computer keyboard. It will ask you for a username and password that you will have to fill in. If you have not previously configured the username and password, you can use 1234 in both or “user” in both fields, depending on the router model in question.
Restart and recipe
Once you’ve logged in, you can restart the router. You can also do it from the device you have at home, either Fiber or ADSL. You can restart and turn on again after a few seconds or you can reset the router if there are some problems in the connection, if MásMóvil is down and you cannot find a solution in any other way.
Keep in mind that if you reset, you will factory reset their default values and you will have to create a new user later. To do this, simply find the small hole on the back and insert any sharp, sharp objects. Do it for a few seconds until all the lights start flashing, as explained in the video.
Contact with MásMovil
Whether you are going to claim, taking into account the legal conditions that we explain in the next paragraphs, or if you simply want to contact MásMóvil to see what happens with your line and how to solve it, there are several contact methods to speak with customer service. Among them, it offers customer service such as telephone assistance from eight in the morning to ten at night, 365 days a year.
By phone
You can contact by phone by calling the following numbers free of charge:
- Dial 2373 if calling from a MásMóvil number and it will be free
- Dial 911 333 333 from a number other than MásMóvil
- From abroad, dial +34 693 772 373
You can call at almost any time: they are available in Spain with attention from Monday to Sunday from 8:00 in the morning until 00:00 at night.
If you cannot call from your MásMóvil number, you can call 900 696 000 from any number at no cost and from Monday to Sunday from 9:00 in the morning to 23:00 at night.
Via email
If you prefer to contact by mail, you can go to the email [email protected]
In social networks
Another option always at hand is to contact through social networks to find out why the problem or try to solve the incident. Customer service hours on social networks are from Monday to Sunday from 9:00 a.m. to 10:00 p.m.
- Contact through the Facebook account of MásMóvil
- Contact through the Twitter profile of MásMóvil
- Contact through the Instagram profile of MásMóvil
Legal conditions
In the general contracting conditions we find, on the third page, in point 5, the section ” MásMóvil’s responsibility and quality of service ” that tells us what compensation the client will pay in the event of a temporary interruption in the service landline or mobile phone. The client will be entitled to compensation that will be equal to the greater of the following two:
- “The average amount billed for the interrupted Services during the three months prior to the interruption, prorated by the real time that the temporary interruption of the Service affects the client. In the event of an antiquity of less than three months, the amount of the average bill will be considered in the complete monthly payments made or the amount that would have been obtained in an estimated monthly payment in proportion to the period of actual consumption made ”.
- Five times the monthly subscription fee or equivalent in force at the time of the interruption, prorated for the duration of the interruption.
In case of temporary interruption or if MásMóvil is down, this compensation will be made by discounting it from the next invoice when it exceeds one euro. If a cancellation is made and it does not lead to a “next invoice”, it will be paid through the means agreed with the client in each case.
Causes of force majeure
There are changes if it is considered that the temporary interruption is due to force majeure … According to the legal conditions: “If the temporary interruption is due to force majeure , MÁSMÓVIL will limit itself to automatically compensating the Client with the refund of the subscription fee and others independent of the traffic, prorated for the time that the interruption would have lasted. ”
Temporary suspension of Broadband internet
That is, if there is a drop in your fiber or ADSL, the client has the right to be compensated with the refund of the amount of the subscription fee and other fixed accounts. According to the legal conditions: “the refund of the amount of the subscription fee and other fixed fees, prorated by the time that the interruption would have lasted when the interruption of the Service has been, continuously or discontinuously, greater than six hours during business hours. 8 to 22 hours. The compensation will be paid in the next invoice. The corresponding invoice will state the date, duration and calculation of the amount of compensation that corresponds to the subscriber. ”
Promotions and other conditions
In the MásMóvil conditions we also find the following, related to the offers and promotions that you may be enjoying at that time: When the Client enjoys a discount on the entire monthly fee of the Services for promotions , it will be taken into account, for compensation purposes , the non-promoted monthly fee of said Services ”. That is, you will receive the price corresponding to what you pay with the offer included.
And in the case of a convergent rate with Internet and mobile, how much would they charge me? They specify it: if the Internet has not worked for you, it is considered that “the monthly fee for the Broadband Internet Access Service is 50% of the total monthly fee in those cases of contracting joint packages of Services in which the price of the total package fee, do not break down the amount attributable to each Service (Telephone Service and Broadband Internet Access Service) ”
How to claim
The payment will be made automatically in the next invoice without the need for you to do anything and if the incident has been registered. But if you have suffered an interruption and it has not been calculated as “affected” , you can claim. You have a period of ten days from the restoration of the service to contact MásMóvil customer service indicating the geographical location (if it was a mobile phone failure) at the time of the interruption. They will verify that it is true and proceed to pay the corresponding money.
