Since 2008, users have had the option to switch to a new phone provider; However, the process was often complicated and portability was sometimes performed without users’ consent. For this reason, in 2014, the IFT approved new regulations to ensure that operators respected the transition to a new provider without users losing their telephone number.
Now, with the rise of MVNOs, users are showing increasing interest in exploring these telephony service options due to their attractive mobile data offers and extended validity.
Although the share of users captured through portability by MVNOs may seem small compared to the current dominance of Telcel, which accounted for 48% of users who decided to change companies in September, the reality is that In just three years, these companies have managed to snatch users from the main telephone companies.
While in December 2022, MVNOs managed to attract 10.6% of the total of 1.1 million consumers who wanted to change telephone companies; In September of this year they attracted 17.9% of the total. Even Bait has managed to position itself among the three most popular options for those looking to change providers.
Of the total number of users who in September of this year chose to switch to an MVNO, 12.1% corresponded to Bait, Walmart’s telephone company, which stands out as one of the most demanded by consumers due to its strategy of providing data. mobile phones with every purchase in their stores. Bait managed to attract 145,437 users, while the rest of the OMV companies gained 65,906 clients together.
The quality of telephone service and the duration of mobile data have emerged as the two main reasons that influence users’ decision to stay with their current telephone provider or change to a different one. However, these aspects represent the main challenges for large companies, such as Telcel, AT&T and Telefónica, which top the statistics of complaints due to problems in the provision of services.
The Second Quarterly Statistical Report of 2023, published on the IFT’s “I am a User” platform, registered a total of 1,699 complaints in the mobile telephone sector. Telcel led with 536 complaints, followed by AT&T with 415, and in third place was Telefónica Movistar with 315 complaints.