Issue with Movistar payment

[ben90125]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.

[wavell ave]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.ring 1004 ask to speak to english speaker it works

[Globetrotter]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.

Just a thought, Telefonica used to charge a monthly sum on top of your bill for the rental of the handset which people arent aware of when they sign up, our friend used to pay about €59 per month for landline and internet which included the handset rental.
The line rental of €13.97 sounds about right but the €19.90 for the internet sounds a bit low for Telefonica.

[ben90125]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.

Just a thought, Telefonica used to charge a monthly sum on top of your bill for the rental of the handset which people arent aware of when they sign up, our friend used to pay about €59 per month for landline and internet which included the handset rental.
The line rental of €13.97 sounds about right but the €19.90 for the internet sounds a bit low for Telefonica.

That's what's on the Movistar website https://www.movistar.es/particulares/internet/movistar-adsl/ and was the same when we signed up, we only have the standard 10MB package, no calls and we use our own handset.

I'm beginning to think there may be a download limit as that's the only thing I can think of.

[Globetrotter]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.

Just a thought, Telefonica used to charge a monthly sum on top of your bill for the rental of the handset which people arent aware of when they sign up, our friend used to pay about €59 per month for landline and internet which included the handset rental.
The line rental of €13.97 sounds about right but the €19.90 for the internet sounds a bit low for Telefonica.

That's what's on the Movistar website https://www.movistar.es/particulares/internet/movistar-adsl/ and was the same when we signed up, we only have the standard 10MB package, no calls and we use our own handset.

I'm beginning to think there may be a download limit as that's the only thing I can think of.

just looked at your link and it says €49.90 Mes (month) + IVA (tax) wouldnt that equal your €13.97 + €40 approx = €53.97 approx. its that little bit that say plus IVA that gets people like the websites in the UK that advertise a price and when you come to order you find there is VAT at 20% on top.

[ben90125]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.

Just a thought, Telefonica used to charge a monthly sum on top of your bill for the rental of the handset which people arent aware of when they sign up, our friend used to pay about €59 per month for landline and internet which included the handset rental.
The line rental of €13.97 sounds about right but the €19.90 for the internet sounds a bit low for Telefonica.

That's what's on the Movistar website https://www.movistar.es/particulares/internet/movistar-adsl/ and was the same when we signed up, we only have the standard 10MB package, no calls and we use our own handset.

I'm beginning to think there may be a download limit as that's the only thing I can think of.

just looked at your link and it says €49.90 Mes (month) + IVA (tax) wouldnt that equal your €13.97 + €40 approx = €53.97 approx. its that little bit that say plus IVA that gets people like the websites in the UK that advertise a price and when you come to order you find there is VAT at 20% on top.

Isn't that banner an advertisement of a mobile product? If you look just below it says it's €19.90 (24,08€ IVA.incl.) Don't have any statements from when we first got the internet so can't check if they have always been taking this much out.

[bridlife]

Did you have a lower promotion price  when you took out the contract. You will find after the 1st six months the price for adsl does increase to about what your paying. The first six months are always cheaper.

[ben90125]

Did you have a lower promotion price  when you took out the contract. You will find after the 1st six months the price for adsl does increase to about what your paying. The first six months are always cheaper.

Not sure to be honest, can't remember, but looking here https://www.movistar.es/particulares/internet/movistar-adsl/ficha/movistar-adsl-hasta-10mb-autoinstalable it says 19.90 for the first 12 months then 24.90, we only got it in August so should still only be around €25 including IVA.

Edit, on that page if you scroll down and look under Business Conditions it says

If you do not have landline Movistar : free online high monthly line fee € 13.97 (16.91 inc VAT).
If you have Movistar mobile contract , the price of up to 10Mb ADSL Movistar by € 19.9 / month (24.08 € / month VAT included), is a promotion for a lifetime.
If you have no contract mobile Movistar , Movistar ADSL price up to 10Mb, is 19.9 € / month (24.08 € / month VAT included) during the first few months and 24.9 12 € / month (30.13 € / month VAT included) 12 months.
Customers who have already contracted ADSL Movistar mobile without Contract, the price is 29,90 € / month (36.18 inc VAT). No term contract.

We do not have a mobile contract so it would appear the bolded part applies to us?

[fuertewolves]

I've had the same contract as you Ben since last April and I pay 36.25 per month. The first couple of months (like you) they overcharged me, so I called 1004 and they sorted it and credited my Bank account with the difference.

I'm in Caleta half way up Chipmonk Mountain and I'm getting 8 meg, can't fault the service. I think Movistar are now finally getting their act together.

Dave.   

[ben90125]

I've had the same contract as you Ben since last April and I pay 36.25 per month. The first couple of months (like you) they overcharged me, so I called 1004 and they sorted it and credited my Bank account with the difference.

I'm in Caleta half way up Chipmonk Mountain and I'm getting 8 meg, can't fault the service. I think Movistar are now finally getting their act together.

Dave.

Will give them a ring and see what they say, I wish I was getting 8 meg lol, I'm in Nuevo Horizonte and really far from my exchange so only get 3 meg, had a few issues with the service when I first got it but last few months have been ok, used to drop connection every day but now it's once a week if that.

[ben90125]

Just looked at the paper bills they have sent through, and looks like they are charging us twice for line rental.

[lionfish]

We're new with Teleephonica/Moviestar and our first bill was more than we expected. Examining the bill we found that they had charged for 2 months line rental and we assume that's becaquse we have to pay that in advance?

Will reserve judgement until we get the next bill.

[ben90125]

We only noticed because we got a statement and it showed 2 payments to them in 1 month, so looks like they are taking 2 payments for line rental, can't sort it out yet as it is in my dad's name and hes currently in the UK and we need his passport number.

[ben90125]

Tried calling them but the people didn't understand, gonna have to keep calling until we find someone who does lol.

[Deso]

Ben, I would explain to your Spanish neighbour and get them to call, you might have more success then. 

[ben90125]

Ben, I would explain to your Spanish neighbour and get them to call, you might have more success then. 

Not sure he would be much help, but we are gonna wait until my mum's friend is available and see if she can sort it. We got through to people who spoke English but they didn't seem to understand what we were actually telling them, one of them was telling us we couldn't have telephone and internet without a mobile contract with them...

[Globetrotter]

It seems Movistar are over charging us for our phone line and internet, It's supposed to be €13.97 and €19.90 (24,08€ IVA.incl.) but they are taking 2 payments each month, 1 is for €13.97 which is for line rental and the other is around €40 which is way too high.

So does anyone know why we're being charged an extra €15+ a month? We don't use the telephone at all except for receiving calls from people with International minutes.

Just been having a think about this confusion.
You have the package from Movistar the main provider being Telefonica.
Movistar is the Mobile network and Telefonica is the islands communication network ie Landlines and internet.
Now the question is, are they both the same company (same as O2 was the mobile arm of BT years ago)
If so could your phone and internet be more expensive through Movistar compared to Telefonica.
Maybe the answer lies with the answer you got from the help line ("one of them was telling us we couldn't have telephone and internet without a mobile contract with them") ie it is more expensive when you add the mobile rental on top.
Telefonica dont make you take out a mobile contract when getting a landline, maybe Movistar do.
Just a thought.

[fuertewolves]

Movistar is the new name for Telefonica and has been for a couple of years now, so yes they are the same company.

Dave.

[SheilaW]

Maybe the answer lies with the answer you got from the help line ("one of them was telling us we couldn't have telephone and internet without a mobile contract with them")

I know we get a special deal on our landline/ADSL package because we've got Movistar mobile contracts, too. I don't really know what the numbers are, though.

[ben90125]

Yeah I know if you have a mobile contract with them you get €5 euro discount on your ADSL, is the same with certain companies in the UK.

I'm kinda confused why someone would say we need a mobile contract to even have ADSL when they set it up for us in the first place.

Looking at our bill though the amount of €41ish euro's is right for both internet and line rental, but the extra is the same price as the line rental, so I don't know what else it could be they are charging us for?

[emmi]

Are you getting two separate bills? One for the Euros 41 ish,  and one for Euros 15 ish?
Either way, the fees charged should have a description of what the charges are for.
Voz = telephone line, so if you have Voz x 2 then for some reason you are paying twice for the same telephone line.

[ben90125]

Are you getting two separate bills? One for the Euros 41 ish,  and one for Euros 15 ish?
Either way, the fees charged should have a description of what the charges are for.
Voz = telephone line, so if you have Voz x 2 then for some reason you are paying twice for the same telephone line.

Sorry should have explained better, we are just getting 1 bill through which is roughly €40 but when we check our bank statement it's showing 2 payments 1 at the start of the month and a 2nd around the 16-20th, 1 for €40ish which is right and the second is €14ish, both just come under Telephone on the statement.

[emmi]

Well, anything can happen here.  I know of someone whose electricity bill is not being taken from his bank account - all of a sudden.  Until some months ago it was all OK then suddenly he noticed no payments were going out.  He checked with Endesa who say that his payments are up to date?  So seems someone else is paying for his electricity!!!!

Only thing I can suggest is to go into a Movistar office with you bank statement and ask the relevant questions, your bills for Euros 40 ish sound right for the Internet and phone line supply and rental - the additional amount does not seem right. 

[ben90125]

Yeah we tried calling them but the people didn't understand what we meant, we did go into the shop but the person working didn't understand English so they would of just put us through to someone on the phone.

Think we are just gonna wait until our Spanish speaking friend is available and ring them then.