Movistar are rolling out Fibre (Fibra) all over The Canaries as we reported last month.
We ordered ours for Holabuzz on March 13th at Movistar Playa Honda. Here's our experience....
The engineer called the following day (very impressed) told us that we had to wait as they needed a longer fibre cable which had to be ordered and would take a week.
Another engineer phoned the following day and we told him an engineer was at our premises yesterday and passed on his comments.
After a week, we heard nothing, so gave it a few more days and went to Playa Honda and called in Movistar where we ordered the installation. They told us they would make enquiries and get back, which they did the following day. We were told another week or max of two weeks for the fibre cable and installation.
During the third week of waiting our line was cut off by other engineers working in the road. We called Movistar as we had no telephone or internet. An engineer came out within 4 hours and fixed the problem. We asked him about our fibre order with Movistar in Playa Honda (Lanzainstal SL) and he told us to call Movistar Direct Sales on 1004.
We did, asked for the English speaking service to avoid any confusion only to find out that our fibre installation had been cancelled with the reason that the underground pipe to our premises was too small and we needed to get it sorted at our own expense and then their engineers would come back and install.
We were furious as we checked the size of the pipe and it could easily take the width of the fibre cable they were using in the road.
We placed another order online direct with Movistar (you need to speak Spanish) as they will call you and confirm everything in Spanish.
Bingo, within two days a Movistar engineer was here again and the fibre fitted immediately after the Easter holidays. No mention of a pipe or size problem!
We think Movistar use agents who basically earn on a per job basis and if it looks like the installation will take time (ours five hours) they pass back excuses to Movistar, that's our opinion on this matter. We did get a call from a Spanish lady who spoke so quickly we didn't really understand what she said and thought she was updating us on the installation process. It was infact the cancellation notice that luckily we didn't understand or we would have been resigned to not have fibre unless we laid a new access pipe.
What did we get - 300mb up and down with 10ms latency - It's a fiber connection into the swish new Movistar router. You will need to adjust certain settings in some computers and invest in better LAN cables (they give you one of these with the routers) to get the full 300mbs (See their website). Wifi is very fast but the router signal strength could be better. We also would recommend a small fan for the summer as the router does run warm.
Verdict - Great, order online if you can from Movistar.es - Check the promotions Here select the plan, put in your telephone number and they will check availabilty.
We gave them 10 in the customer satifaction feedback!