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Movistar is a major Spanish mobile phone and broadband operator. It operates in Spain and in many Latin American countries. It is the largest carrier in Spain with 22 million customers (cellphone services only).
The Movistar name has been in use in Spain since the launch of GSM services in 1995.
As of 2011, most consumer and business services from Telefónica – mobile telephony, landline service, broadband and television (satellite or IPTV, depending on the location) – in Spain and most of Latin America are marketed under the Movistar brand.
What are they offering
- Internet (high-speed broadband services)
- Fixed phone service
- Mobile phone service
- Television services (Imagenio)
How to contact
Customer service: 1004 (free, open 24/7)
Customer service: +34 699 991 004 (when contacting customer service outside Spain)
Technical support: 1002
Companies: 900 10 10 10
Information about your Movistar line: 900 502 010
Website: www.movistar.es
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128 Comments
getting better but still not good,i have been trying for some weeks to operate mt kindle and my Ipad I have phoned and emailed maybe todays call will see it ok
Awful service, been a customer of Telefonica and Movistar for 12 years, but gone right downhill recently. Asked for new wi-fi router after 12 years and they wanted 70 euros +IVA for a router that I could buy online for 40. Constantly called re problems and went through their remote tests several times, no engineer, no new router. In the end because of the flaky connection had to cancel.
Awful, the company has no idea what Customer Service is. Just back from cancelling my contract, Itemised all drop outs for 2 months and since installation computer has gone haywire. Would not accept router could be faulty until produced photos. Anyone ENGLISH looking to take up a contract dont expect help in English either verbally with a technician or via email, as “THEY” are not allowed to speak in ENGLISH. I even have that in email form and despite the statement ” Chat con un Tecnico” on their web page, it means ONLY IN SPANISH” Now looking up the Discrimination Act for Spain !!
Hi I want to view my bills online, please can you tell me if I can get a full break down of charges in English
Hi Debra,
unfortunately Movistar has service on its website only en Castellano. I doubt it is possible to have your monthly bills in English.
Even to get a bill would be good I just seem to throw money into an account on purely guess work of what I may owe! but thanks for your reply. Many ex pats use Telefonica and am sure a breakdown charge would be appreciated in English! xxx
http://www.movistar.es/rpmm/estaticos/residencial/fijo/banda-ancha-adsl/manuales/modem-router-inalambricos-adsl/Web-User-Manual-Home-Station-Amper-ASL26555.pdf
very upset. been on the phone for hours and I am sp frustrated with the service. I cant believe the nonsense on the phone… honestly, all we want to have is my internet working and its impossible to get anywhere… i am so cross.. and i speak perfect spanish so how do people manage? Feeling very sad and upset and i dont think movistar value their customers
speed of service good. customer service crap to non existent unlesss you are very good in spanish. Imposisble to contact outside of spain: chat is slow, not sure why I signed up. My bulls doubled when I got fibre but no one can tell me why? although I asked for teh package I cannot tell why I was not given it. I cannot log in because it wants bill info which I dont have because I dont have a bill!!!! I though only teh UK could have such stupid inetrractions!!!!
Even if your Spanish is perfect the Customer Service is nonexistent . The staff are trained to be rude and helpful and do nothing to help you. We are with Iberbanda now not the cheapest but really helpful and honest if they cannot do something they tell you. Moviestar avoid at all costs.
Iberbanda internet using WiMax was excellent but was bought by Moviestar a couple of years ago. Today – 21.5.2018 – a letter in the post from Movistar saying they are closing down the WiMax service pioneered bt Iberbanda and offering fibre instead. But there isn’t any where I live. And so ? Was thinking of buying a 3 MiFi in England and bringing it to Spain for the months I am here.
I have recently sent an email to info@movifresh.com regarding a new router I forgot to mention that I have not received a paper bill from you since 2012 my invoice number is TA4730287482. I get the bill for my mobile but not for fijo.
Try..
sales@movifresh.com Richard, they are English agents for Telefonica Movistar
For a international company they a very poor with technology
The speed of the internet in our area is supposed to be 2.5 to 3 Mb more like 1 to 1,25 in the evenings
I understand vodaphone are putting optic cables in our area,
You would have thought Movistar would have them in by now
Roy you are lucky to have Vodaphone are putting in FO in your area, Movistar are putting it in our village but only to the school you would think that if they could do that they would make it possible for all of us.
I pay for 3 mega and cannot even get 1 and until the 4th of this month I had 2.5 most days but because the signal was not “Stable” they have now cut me down to 1 mg and lucky if I can get 0.85 what a wonderful service Grrrrrrrrrr
Horrible service !! not reliable !
Movistar are terrible. 5 weeks wait for installation in Tenerife for a move. If you work online and move house, you have no option but to take a second contract (they then install next day). If you speak English, calling 1004 is a nightmare. If you want to cancel, just hand the modem in at a movistar shop along with a copy of your contract and cancel the payments. A spanish bank will refund payments. Forget about trying to cancel through 1004 if you speak English – expect to spend many hours on the phone achieving nothing but lost sanity. Seriously, if you have another option – leave Movistar alone.
Hi,
Can anyone tell me how to actually contact Movistar about the utterly useless broadband service (drop outs every few minutes, speed drop offs etc) – I’ve tried the text to 1002 from a Spanish mobile but it simply will not go through so I am stuck with an unworkable broadband service at the moment.
1002, 1004 and 11822 numbers are not ‘available right now, sorry’ for the past three weeks. It’s impossible to contact Movistar as, typically for a communications company, they do not want you to communicate with them.
I have the same problem as John – how can I get in contact with Movistar? I’m at my home in Norway an my niece is lending my apartment in Marbella – the internet is not working. Both she and I have a norwegian mobile. If you should contact Movistar they say you must do it from an snaish mobile or land line. No e-mail adress to get in contact! A lot of money to pay for nothing!!!
Hi,
We have just had Movistar ADSL installed. We got a fixed/ADSL/mobile bundle.
Their technical people suggested Dial 1004 and ask for the English department.
Movistar service has been good so far.
I want to put a landline with adsl in my house,does anyone out there have a good word to say about any company,i need help,i live in orihuela costa. atb ray.
Sorry to disappoint you all, but I haven’t had much joy with Movistar either!But, with fairness whenever I have had to contact them the service has been prompt, and well followed up. Mind you, I think my broken Spanish has a lot to do with that. Last year I was contacted by “Orange”, the deal was very good, so I was tempted to signup with them, only to realist that in spite of my numerous request they disconnected my line even before sending me their router box for ADSL, you can imagine I was fuming,and kicking myself. So I had to go back to Movistar cap in hand begging to reinstate my connection “Better the Devil you know and all that….” and since I have heard many nightmare stories about other providers, so I think for the foreseeable future I’ll stay with Movisatr, wort’s an all. I hope this brief helps you all!
PS. I have been with Movistar(Telefonica) almost 5Yrays now.
Movistar are the worst company ever!! They don’t let you cancel contracts, continue to take money from you and are total rip offs!
They are impossible to get hold off and ignore any reference numbers etc which they give you as they aren’t worth a toss!
does anyone know a contact number from England for these people ??????
Hi Richard,
Movistar customer service number is +34 699 991 004 when contacting them outside Spain.
– Sam
If you really hate being on the internet look no further, this is the service for you. Customer support is next to nothing, they also will not replace a 3 year old router because it ”operates just fine” for a total of 3 minutes at a time. I even had to write this comment on somebody else’s internet service. Thank you Movistar for 2 years of the worst possible service.
Yes that’s right, movifresh are just agents
Agents but lying about the product.
Bjr,
comment fait on pour recharger un portable movistar espagnole depuis la france le 2002 ne marche pas
merci
Hi Michelle, I don’t speak/understand French. Can you write in English please?
– Sam
how does it to recharge a laptop Spanish movistar France since 2002 does not work
thank you
*Basic translation*
Hi all,
Please would you be able to tell how can I recharge Internet pack on a prepaid Movistar SIM card ? Was trying to find something on Internet but wasn’t succesful.
Thank you very much.
Kind regards
Kate
Thi service from Telefonica /Movistar is crap .
Paying €47 each month for ( UP TO ) 10 mobs and sometimes struggle to get 2.5 .
4 calls in the past week and they tell me my signal to my phone line is ok .
I tell them the router may need changed and eventually they say they will have engineer call my home to check it out.
Still waiting after 1 week for a call . SHOCKING . How does this company get away with this bluff all the time.
They know they have a problem with the lines and will not spend the astronomical profits to rectify .
I’m in Tenerife and get .6mps Yes point 6 of one meg. It’s stable but no use for anything except e-mail. Can’t get any technical support at all and the 1004 English department is worse than useless.
We have Movistar Fusion mini 4g and have had it since March.
The advertised speed is 10MB. and , using “Speedtest” the mean average is 8.6 mb download and .76mb upload, so, at 9.4 ( as close as makes no difference, are not complaining..
I have seen from my bank account that the month of November and December are showing a 4ish euro rise for no apparent reason..
Like other respondents we have never had a paper bill
I have fired of an email to their accounts 4 weeks ago and have had no reply. 1004 appears to have the holiday technical disease, i.e. refuses to answer.
Anyone else noticing this 10% rise?
I had the same thing on my bills and they said it was for answering machine charges….call 1004’or call into an office… I don’t have an answering machine facility on my phone.. But they still charged it… The other one may be that you made a call that went onto answering machine….you will pay for this as well…mot total rip off.
Yes I had a 4.96€ charge showing. You may have pressed the ok button when scrolling through which automatically indicates you want upgrade with sports etc. Just tell your bank you did not authorise the payment and they will give you it back. Ring 1004 and tell them you did not authorise them to take your money.
Worst internet I have had and was lied to with the sales pitch. Don’t recommend to anyone supposed to be 10mb can’t get 1mb most of the time!
Just wanted to share this as I have had issues with Movistar myself and contacting them isn’t straight forward if you don’t speak Spanish. But if you follow this video you can make contact with them easily although not the fastest of services :-
https://www.youtube.com/watch?v=XbrLDmcK5NA
Same as Matt Wilkie: renting in Marbella, promised 10M, never even see 1M. Good luck getting any customer service. Worst internet in civilization.
How do I stop my contract!
Is there a mail adress to yse?
Hi Tore,
and thanks for your comment. You can only terminate your contract by calling the customer service.
More information here: http://www.adslinspain.com/guides/how-to-terminate-your-contract/
– Sam
I would like to take movistar internet in my house but can not speak spanish how i can get any information or offerts in English?
Hi Kati,
on Movistar website there’s only information in Spanish, in Gallego or in Catalan but not in English.
However, the customer service (call with mobile/landline to 1004) provides information in English. You need to ask for service in English and they’ll transfer you to a correct department.
Hope this helps.
-Sam
We have been dialling 1004 for a week now but can’t get through to a human being, let alone someone who speaks English. We live on an urbanisation where most of the apartments have fibre optics. We have been asking for this for years. It’s not worth it for private houses we have been told. We have no landline, repairing the cable is too expensive. Our number no longer exists but they still charge us. Jill
there is also the http://www.broadbandspain.co.uk Teleonica Movistar English agent service which is helpful for non Spanish speakers wanting to order a broadband service for their property in Spain
When you phone 1004 there is an automatic answer. Press 1 and then say “habla ingles”.
Anyone got any ideas on to get set-up in a rural property? The movistar website requires a street name and number which I do not have.
Hi,I live in Estepona
and I guess I was lucky.
I had my Spanish landlord install internet for me,
as my everyday Spanish would not take me far with Movistar.
But even he used several hours,add a few anger outbursts
to get to a person who could help.
Movistar have people working for them who simply does not have a clue
what they are doing,giving wrong information,
or no information at all.
After 5 hours of Spanish yelling :)) we finally got to a helpful person,
then everything was set up and working fine in two days.
I think if I did not have my landlord to help me,I would hire a gestor
for an hour or two to make the calls,
cause that is not expensive and would be worth the frustration when not fluent in Spanish.
Just remember if you are about to install a new line
they will need your NIE- number,and they need you to have a Spanish bank-account where you arrange automatic payments every months.
And if there is a month your account does not cover the cost,
you have to manually pay it in any branch of bank
If you call Movistar for help,you call 1004,press 1 and then ask for
“La información en Inglés” with your voice.
At least this is my experience,and it worked out fine,eventually.
-Christine
I believe Movistar/telefonica have fibre optics in my area. How do I get benefit?
Would help if we were able to speak to someone in English about our terrible internet connection.Price has increased and service bad.
Vge2
I have Movistar ADSL in Riviera del Sol, Spain for a couple of years. I am very confused with all the adverse comments because we have had good service from them although the speed used to be slow, supposed up to 10mB, recently it has been really good over 8mB. The initial installation was fantastic, ordered Thursday afternoon from Movistar shop, installed next day before midday. We have been told that Fibre will be available soon at an extra cost of 5€ per month and that you will automatically go on it unless you tell them you don’t want it, I’m fine with that!
When we last at our apartment in June we were running two iPads together both watching TV programs with NO freezing.
I have contacted 1004 through my landline several times and have always had courteous and good service with an English speaking representative. A fault developed on our line and was cleared within a couple of days.
Barry
Hi Barry, please can you advise which Movistar shop you used to get this good service and what tariff they gave you, what costings etc?
We are in Estepona town centre in a block of established apartments, no landline installed currently . I’m looking for internet, UK TV access primarily
Any advice/help gratefully received!
Thanks
Dave
Broadband very slow at best 2-3MB. Tried cancelling over a period of 2 weeks (1 week in Spain and 1 week in UK) mostly no answer. Got through on 4 occasions, given the chase around, mainly no one in cancellations to arrange. I am on the verge of cancelling direct debit.
Sorry Forgot to say this was through Movifresh
We live near Nerja.
We have only had positive experiences with the Movistar help desk and their engineers. They will put you onto an English speaking operator if you ask. It is rare we lose service and it is not down for long if we do.
Our groan is I believe that even though we pay for maximum speed it is capped at 2.50 down and 0.25 up. I have raised this with them but they say they don’t cap the speeds.
We have moved three times and lived different distances from the exchange yet a cabled speed test shows the same speed at all locations at all times of the night and day.
2.50 is the bare minimum for streaming TV and then only if the wife stays off Facebook. The likes of Sky and Netflix are now recommending a minimum 4.00 Mbps to use their services.
Come on Movistar play nice.
Anyone used movistar in Monda? Need ADSL for IPTV and wondered if they could do it.
don’t even go there. jill
I got a Movistar blackberry Z10 from someone. Unfortunately, it’s network locked with mep 0. I have no idea what network it is locked to. In addition to that, I’m in Ghana and we don’t have movistar or blackberry office here. Anyone have any solution, pls pm me. I need help.
Thanks.
You should be able to get a local phone shop to unlock it. Out of interest I use Skype with a phone deal. So I pay $20 about once every 2 years and can call phones all around the world cheap and freephones are literally free .. which they aren’t on mobiles. You can set your own number to show when you ring people too, so they think you’re ringing from whatever number you’ve set.
I moved from aeromax who were charging half the price and offering free calls to the uk and 100mins Free calls to spanish mobiles, admittedly their service was so bad I just had to move and moviestar seemed to be the best option but at twice the price i would have expected to convey my complaint to a living person and not a machine. Only half a day connected and the system is contantly buffering. Its driving me insane. How can thus be… this is worst than a third world country with regards to commincation…get your act together MOVIESTAR yoyr servicecis appauling!!!!!!!!
I have had experiences with both Vodafone and (trying to contract) Jazztel. Movistar is a real star compared to them!
Movistar does what it says and does it very well indeed. Jazztel promised the Earth but when push came to shove rescinded everything for the price and gave very suspicious answers. Vodafone signed a contract and then did not connect but certainly found the time to charge us. No refunds seem to be coming.
I have heard all of the complaints about Movistar/Telefonica but, after experiencing service in a variety of countries, believe them to be decent and roughly the same price as the others.
Just changed from Moviestar to Vodafone internet: Vodafone internet is just as fast and 10 euro cheaper! Plus Vodafone has better english support!
I have just moved house, changed to fibre optic line and had a change of phone number (with Movistar) – and I have lost my answerphone service. I was told to get a dialling tone, press star 10 hash and replace handset. Nothing. Anyone any ideasor information which would help me ?
I want to cancel my mobile phone please advise tried phoning no luck they gave me this address 151124 Postal Box 2808 Madrid Spain is this correct The mobile phone I brought I was told I could use abroad afraid not.
Hi Mary,
the address is:
Movistar
Apartado de correos 151124
28080 Madrid
You have to include a letter where you inform that you are cancelling the service. Remember to include all your details (name, address, NIE/passport). They’ll also need a copy of your passport or NIE depending which one was used to make the contract.
You could also try to change the contract to a prepaid-service? At least with Vodafone it’s easy:
http://www.adslinspain.com/guides/how-to-terminate-your-contract/#comment-2582
– Sam
Hello. I just purchased an apartment in Gran Canaria. How do I go about having Wi-Fi installed.
Many thanks
Barry
I have found movistar oustanding on service and (so far for 14 years) absolutely reliable. OK we have up to now only the old copper wire system but speed is reliably around 2.6 which is more than enough. If I have a problem I have ALWAYS (so far)had it solved, usually by a visit from an engineer, within 24 hours. I have always had a paper bill (not always received before they take the money actually) and can easily get one on line when needed. It certainly helps to speak Spanish as the English language response is pretty awful but we are in Spain. Try getting BT to speak Spanish in the UK!! For me a lot of the wingers above are just that.
WHERE DO YOU LIVE?
Agree with you David.
Think a lot of people are blaming Movistar when their contract is via a 3rd party who charges them for installation, extra “fees” AND poor service.
we should get together and sue movistar. we are now with teletec (fantastic) but have spent 000’s with movistar for nothing. Our landline has been cut because they are not interested in ADSL anymore. They are unwilling to give us fibre, because they have done all the profitable work giving fibre to apartments. Unfortunately living in a street of individual villas if it not cost effective so they have refused to renew the cables and our street has been cut off.
Got back to Spain Costa Blanca to find my Movistar internet not working, ie intermittent sometimes ok sometimes just “no internet”. Finally stopped altogether. Phoned 1004 and in about 20 mins got someone who spoke English who took details and said fixed in 48 hours. Two days later still no internet so phoned again. This time was told I would get priority. Next day was phoned by engineer who arranged to visit one hour later. He changed the router and now working ok. Claimed it was lightening strike. I guess I should be happy with a fix in 4 days. Getting about 5 mbs download speed.
Signed a contract with Movistar at one of their shops on the 2nd Nov’ this year and was told at the time that the change from my existing provider would be seemless and take 3 to 5 days, almost immediately I received my sim card and mobile working with Movistar. To cut the story short after being told that I would get a call from them to advise when I would get my Landline connected at least 6 times, never ever receiving a call, I always have had to call them. The last time I was advised that the Technician would call to tell me the signal strength I would receive for internet,That was 4 days ago It is now 18th DECEMBER. Is this the level of service Movistar think is acceptable ?????,
I bought a tablet on Tenerife 19.12.2016 and a quad hd airdisk was installed.
I was told that I could try it for free for 1 year and you should contact me.
I can see that you have tried to contact me on +4530429051 but I was not inn.
Please confirm that you can deliver signal to Denmark and I can use my airdisk.
Henrik Frederiksen
Hi we are staying in Tenerife and have a Movistar box for TV, all channels are in Spanish. Does anyone know if you can convert to English ? Please help
We have an apartment in Sotogrande Spain in a building recently fitted with optic cable by Movistar. At least one of our neighbours has been able to get Movistar ADSL. We tried to get it ourselves several time, even with the help our Spanish Neighbour but without success. The Movistar operators refuse to recognise the building always referring to it as a street and denying any optic cable availability. It is a most frustrating experience. If you can help Please put in touch with an English speaking operator, preferably to contact by email initially.
Regards.
Can I get just internet connection, and not have to pay for a land line
Hi
I cannot contact movisar in english dose anyone have a actual contact no please?
Can you tell me why I have a bill for 35-57 when my phone line has been stopped by you for two months I dont pay for things I don’t have so can you sort this out.
Just cancelled with Movistar yesterday after 18 months.The Tv service was appalling then recently lost landline and had constant disruption with my iPad.I found the service in shop to be good with good English spoken but on speaking on telephone to cancel the girl I spoke to didn’t think I should be complaining,although on reading the comments I’m sure her job must be extremely difficult due to the companies service failure.
Wow! All these bad experiences! I will share my positive experience with movistar. I moved to Spain without knowing the language, I desperately needed internet but live in the middle of the desert north east of Granada where the only internet available to most is satellite or RF.
I could not call movistar as I do not speak Spanish so I went to my nearest movistar high street store in the town of Baza so I could communicate face to face with a real person with the help of Google translate on my phone…. the lovely movistar lady set me up an account with a decent tariff (10meg adsl and a simcard with 2gb data and unlimited texts and calls for €40) 2 days later a very friendly and efficient english speaking engineer arrived at my property with a load of cable ready to get me started.
Ended up with a steady 9mbps download speed and a slow but usuable 0.7mbps upload speed. Considering the alternatives and the very usable speed I have I am extremely happy with what I have recieved from movistar, I can stream multiple 1080p movies and tv on different devices at the same time with no buffering .. I cannot say about the telephone customer service but the in store staff were very patient and helpful, if any problems I would definately go and speak directly to the nice lady in the store rather an a call center.
So all round I’ve found movistar to be quite good, lucky really coz my only other option would have been expensive and unreliable satellite internet as I have no line of sight to an RF mast and n other providers in my area. Good stuff!
I came across this English site http://www.movistarenglishoffer.com/
and also http://movistarenglish.net/hope it helps
sorry about that, the link I gave was wrong, this one works ok though
http://movistarenglish.net/
I went into the store and had cancelled my contract with Movistar and the last payment went out months ago.
Now for some reason, they have decided to keep taking money from me, when I am now with a different company.
I have required a refund and they seem to be ignoring me.