Cancelling Internet/Fixed line with MasMovil

Posted: Wed Oct 6, 2021 4:13pm

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Tmarshall57

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I need to cancel my fibre internet and landline provided by Masmovil. I have had the line for over 4 years and I am able to cancel without penalty although I will need to return the router.

When I emailed Masmovil to check the information they needed in order to terminate the contract they advised that I would need to do this by phone as it could not be done by email.

My Spanish is not up to a telephone call that could involve a heavy sales pitch to try to keep my business so I'm wondering if it is indeed necessary to make a phone call or should it be possible to terminate via email providing all of the correct identity information (which they have told me they require) is provided?

Any experiences are welcome.

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Posted: Sun Oct 10, 2021 9:20am

oldcathcart

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Posted: Sun Oct 10, 2021 9:20am

Tmarshall57 wrote on Wed Oct 6, 2021 4:13pm:
I need to cancel my fibre internet and landline provided by Masmovil. I have had the line for over 4 years and I am able to cancel without penalty although I will need to return the router.
When I emailed Masmovil to check the information they needed in order to terminate the contract they advised that I would need to do this by phone as it could not be done by email....

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My Spanish is not up to a telephone call that could involve a heavy sales pitch to try to keep my business so I'm wondering if it is indeed necessary to make a phone call or should it be possible to terminate via email providing all of the correct identity information (which they have told me they require) is provided?
Any experiences are welcome.

My advice? A local interpreter will cost you about 10€ for 30 minutes. Well worth it. As you say, you will be barraged with a sales pitch and a natural Spanish speaker will deal with that perfectly well.

Alexandre.

Posted: Sun Oct 10, 2021 5:39pm

Tmarshall57

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Posted: Sun Oct 10, 2021 5:39pm

oldcathcart wrote on Sun Oct 10, 2021 9:20am:
My advice? A local interpreter will cost you about 10€ for 30 minutes. Well worth it. As you say, you will be barraged with a sales pitch and a natural Spanish speaker will deal with that perfectly well.
Alexandre.

Thanks for the advice, I'll enquire locally.

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Posted: Sun Oct 10, 2021 5:55pm

oldcathcart

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Posted: Sun Oct 10, 2021 5:55pm

Tmarshall57 wrote on Sun Oct 10, 2021 5:39pm:
Thanks for the advice, I'll enquire locally.

Inmo Sanz has a service. Calle Bertolomie.

Posted: Mon Oct 11, 2021 10:29am

Brian D54

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Posted: Mon Oct 11, 2021 10:29am

There is a Masmovil shop on Germanias- the beach side of the tramline. The girl in there, Mary I think, speaks pretty good English. She helped us when we moved from movistar to masmovil. HTH

Posted: Tue Oct 12, 2021 9:52am

Tmarshall57

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Posted: Tue Oct 12, 2021 9:52am

oldcathcart wrote on Sun Oct 10, 2021 5:55pm:
Inmo Sanz has a service. Calle Bertolomie.

Thanks, I've emailed Fiona.

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Posted: Tue Oct 12, 2021 9:58am

Tmarshall57

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Posted: Tue Oct 12, 2021 9:58am

Brian D54 wrote on Mon Oct 11, 2021 10:29am:
There is a Masmovil shop on Germanias- the beach side of the tramline. The girl in there, Mary I think, speaks pretty good English. She helped us when we moved from movistar to masmovil. HTH

Thanks, the assistants in the Masmovil shop were great when I first contracted with Masmovil. They have also been helpful when upgrading from ADSL to fibre. They tried to help many times when I couldn't access my Masmovil online account but came up against the brick wall that appears to be Masmovil these days. I wouldn't want to impose on them to ask them to cancel the account.

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Posted: Tue Oct 12, 2021 10:28am

oldcathcart

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Posted: Tue Oct 12, 2021 10:28am

Tmarshall57 wrote on Tue Oct 12, 2021 9:52am:
Thanks, I've emailed Fiona.

I usually see Silvia there. She provides an excellent service.

Alex.

Posted: Tue Oct 19, 2021 12:12pm

Tmarshall57

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Posted: Tue Oct 19, 2021 12:12pm

Thanks everyone for your advice. Fiona at Inmosanz got back to me and arranged an appointment with their Charlie for me today. Charlie was great, dealt with the phone call with ease and will return the router for me. Great, friendly service at an extremely reasonable price.