Ultracel-Ultranet - 72534 Puebla

Hello, on 06.15.2017, I hired the ultranet service with a package of 10 Mb for 349 pesos, valid for the first 6 months and from the seventh month the cost will be 449 pesos with a "basic" modem of 1550 pesos (which the cost has nothing basic), they gave me recommendations to follow to get a good signal and that's what I did, however since I connected it for the first time on 06.16.2019 1.52 a.m. (early morning) the initial megas reception was of 7.36 in download and 0.94 Mb of shipment (tested with the SPEEDTEST App), I moved the modem to all corners of the house, I restarted it at least 3 times, until finally it gave me an average of 9.52Mb of download and 1.18 Mb upload, the modem was in the room, stuck to the window where there is virtually no interference, in the end what left me more unhappy at that moment is that when I get to my bedroom that is also on the ground floor, oh ! surprise my phone did not capture the wifi signal so I decided to do tests throughout the house taking my cel to the bedrooms, bathroom upstairs and it turns out that the wifi could never detect it, I was slowly approaching until within a margin of 3 to 5 meters (approximately, "I did not measure with a tape measure") finally managed to detect the WiFi signal, I took the modem to my bedroom for an inverted test to call it, and now the TV that is in the room and not even the cell phone (in the room), they also did not pick up the WiFi signal, obviously I thought about the technical support but what do you think? It is until 8 pm which is quite uncomfortable because for a solution to a problem that occurred after 8 pm because there is simply no support, on 17.06.2019 I noticed slowness in the reproduction of videos from my cel through YouTube. I tried again the speed in Mb of the service and from 21.03 hrs until 22.47 hrs I had values ​​from 0.56 and up to 2.54 Mb in download and 0.75 and up to 0.00 Mb in upload, I had to restart the modem until 23.29 hrs gave me values ​​of 10.4 Mb of download and 1.29 Mb of rise, nevertheless neither the TV nor the Cel captured the WiFi signal of the modem equal between 3 and 5 m approximately, reason why I deduce that the problem is in the modem (maybe in the antenna integrated Wifi). For this reason on 06.16.2019 I went to an Ultranet branch located in Plaza San Diego in Cholula to present my case and in any case apply the change of the modem by guarantee (obviously I took my contract and modem). The person who attended me initially was a salesperson / cashier and then be assisted by the branch manager (in that inter-attention between one and another person I connected my modem and made reception and sending tests of Mb giving me values ​​from 2.14 and up to 4.76 Mb in download and 1.01 and up to 2.49 Mb in upload) there in the branch before being attended by the manager I decided to call technical support and do the necessary tests with support, during the call I explained the situation to the manager and showed him right there the quality of Mb reception of speed by the modem, for not being able to take the call and to speak with the manager because obviously they hung to me. The very kind manager explained to me the possible reasons (walls, width of walls and type of construction, microwave ovens and etc of both problems (modem speed / Wifi signal reception), I told him and asked to do the tests there to show him tangible way both problems (the one of the speed had already shown it) was out of reach of the wifi, I mentioned that I would communicate back to support to do the tests there, however he told me that the ideal was to do it in my house because At the end, the modem was going to be in my house, so if we did the tests in the offices, it would probably not work the same, arriving at my house. Obviously I did not agree, but at all times the solution I gave was that the problem was not the modem but my house that something has my house that reduces the reach of the Wifi (who does not have in his house walls, metals, tv, cement, bricks / block / rods / concrete), that try to put the modem in other places and so etc.

Lots of improvisation. Advertising says that you can pay by card but they are not really ready to make the payment. Only 24 HRS to check that the modem works, 30 days guarantee for the modem. When the minimum guarantee of a product is 1 year. Makeshift managers. Bad attention. I do not know a serious and safe company is perceived, it is to be considered investing 1200 pesos in a modem with a 30-day guarantee. And if when buying there is so much improvisation that it is expected when something fails in the signal?

Lousy, lousy, lousy. Very slow I can't even watch a movie. They lock and lock. I can not anymore

Terrible service. I barely paid the monthly fee and my modem was stolen, they couldn't do anything and I had to hire and pay for a new service. I contracted with a supposed 1 month free promotion and a few days later they cut my service, they told me "excuse me" the information was incorrect and in your case the promotion does not apply. The supervisor refused to give me his name ...

Terrible customer service via telephone and terrible service. I prefer to go back to the previous company and never hire them again.

Bad service, if you require telephone support, be patient because you will spend a lot of time online for someone to answer you, The download speed they sell you is 5mb but in reality you can sometimes have up to 600 kb, the best I have had is 1.9 mb, Only as an emergency, or if you moved house, this service could help you, otherwise look for something that works better.

Appalling???? What follows. They don't bill you. They do not assist you in person at branches or by phone. Be careful, if you want to call the call center, make the call early and carry out your activities. At some point you are lucky and they answer you. Very poor service in both the Plaza Dorada branch and the Capu branch. And do not say if you have the WhatsApp contact of the collection area. They don't give you an answer either... anyway, think about it if you want to have service from this "company"

Internet arrives after activation and placement in your home. The Internet is stable and so far it has not gone away, the only drawback is that the speed varies from 3 to 4mb, I have never received the 5mb that the company promises. The hiring was simple, and I have not had to call support to be able to give an opinion on that item.