- Izzi recorded simultaneous outages in telephone, internet, and television services on July 13.
- Users reported problems mainly due to total blackouts and intermittent internet service.
- The damage spread across several areas of Mexico and during major events.
- The company offers several ways to report issues and has outlined its response protocols.
Last Sunday, thousands of Izzi users were affected by a series of outages that affected their services landline telephony, internet and televisionOn social media, internet users shared their frustration after spending several hours offline, pointing out that the outage coincided with high-profile television events, which intensified the discontent among those affected.
Platforms specialized in monitoring services, such as Downdetector, recorded a significant increase in reports from 9 a.m., reaching its peak around 17 p.m. The situation left users from different parts of Mexico incommunicado and awaiting an official response from the company, which did not issue an immediate statement on the origin of the fault.
Causes and distribution of the failures reported in Izzi
According to reports published by Downdetector, the main problems related to Izzi were a 'total blackout' and interruptions in internet service, representing the majority of complaints (72% for internet, 24% for total blackout and 4% for television). The impacts were not limited to a single region: colonies in the Mexico City, as well as cities like Monterrey, Puebla, Mérida y Tijuana joined the list of places with reports of major failures.
What to do if the Izzi service goes out?
Given this situation, the company recommends that users report any anomaly through various channels. Izzi customer service is available in the following ways:
- Free call 800 607 7082 to.
- Send of WhatsApp message the 5589003103.
- Use of online chat in the Help Center on your website.
- Contact them through their social networks, especially Facebook and X (formerly Twitter).
According to the company, when they are detected massive failures that affect entire areas, the system automatically recognizes them and users are notified by means of a text message; in this case, It is not necessary to file an individual reportThe resolution of these incidents can take anywhere from 30 minutes to up to 4 hours, depending on the magnitude of the problem and the workload of the technical staff in the area.
User reactions and Profeco's role
While the setbacks lasted, Most of those affected turned to social networks to express their complaints and request the support of the Federal Consumer Protection Agency (prophet). Many indicated that they were several hours without service and they mentioned that, in response to their reports, they received automatic responses from Izzi support, who assured them that the maintenance area was already working to restore services as soon as possibleCommunication from the company wasn't always sufficient to assuage the discomfort of those who relied on its services to work, study, or enjoy live events.
The outages coincided with the Club World Cup final, a fact that generated greater discontent and visibility to the problem, since many people could not follow the event due to the sudden drop in Izzi services.
Available packages and alternatives for users
Izzi currently offers a variety of packages that combine internet and television, some of which include benefits such as download speeds of up to 100 MB, the option of Izzi Spot, WiFi signal extenders, and access to a digital library. However, for many users the repeated interruptions have been a reason to reconsider their options and explore alternatives in the market.
When these types of events occur technical problems, it is essential that users take advantage of the care resources provided by the company itself and document the incidents, so that institutions such as prophet can intervene in defense of consumers in case the solution does not arrive in time.
What happened has put the spotlight on the importance of having reliable telecommunications services and efficient customer service. While Izzi continues working to stabilize its network and resolve issues, users remain vigilant for improvements to prevent a similar situation from happening again, especially at key moments for daily life and entertainment.
