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cafemediterraneo sez: Now our main phone doesn't work ,only the one in the casita that runs through the modem. Weren't they supposed to work through the houses electrical system? Also having some difficulty getting good reception in the house.... what to do?

Computer Guy sez in response: They offer excellent and responsive technical support.

I say, I can't speak for the excellence of their technical support because I didn't receibe any. I can speak to the responsiveness of that support. I NEVER recieved a response... until i received a 10 PM e-mail from the president of the company telling me that he wascancelling my service the next morning. They did.

Go figure: They offer excellent and responsive technical support.

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Not only is Jonny in trouble but looks like he can't read either. 

Johnny, looks like you still can't read.   Its not that Ilox can't do more installs...Its that most of the prepaids have left town and are no where to be found to continue with their installs.  Ilox p

We moved here in February of 2017. We left Ethernet speeds of 140 Mbps in the US for at best 2 Mbps here. Frustration mounted. I use a VPN for all sensitive internet interactions so that slowed it dow

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LOL. CG is not interested in selling anything. He always arrives with a router that he knows works to make sure that the router that you're using isn't the problem. There's absolutely no point telling someone that their router is the problem without proving it. Then he takes his router home with him to live and test another day.

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Ferret is not only correct about Computer Guy, his methods and ethics, but he is also correct when he sez "There's absolutely no point telling someone that their router is the problem without proving it. "

But, I have been told that by a different computer 'expert' and by inference the President of Ilox.

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NLU, since I wasn't involved in any way in what occurred specifically with your installation, other than being notified, I can't comment. All I can say is so far, every instance of people needing support that I have been involved with, including hands-on in a couple of places, response and support has been --in my estimation-- excellent. This is in no way meant to downplay your situation.

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  • 3 weeks later...

Finally. After not showing (or calling) for 2 scheduled appointments and missing 2 unannounced visits I was finally home when the installers tried a 3rd unannounced visit. So much for appointments.

So far the only problem is the inability to see the fixed IP address of my cameras 192.168.1.108 and 192.168.1.110 and port forwarding isn't working properly. The the first Ethernet DHCP address the router assigns is .2. The first wireless address assigned seems to be .5. If I try to assign a fixed IP for the main computer of .111, it does not work. After changing to the original .2 all is back to normal.

Hopefully I'll work through these small issues with tech support.

The cable connected speed is close to contract speed. The wireless devices are about 50 down and 60 up.

2019-05-02_135219.jpg.ef31841a373398232de96c436081d4fb.jpg

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The new laptop is ac. IPhone is a 6s and the other device is a new iPad Pro 10.5 inch.

Subsequent wireless tests on fast.com show 50-80mb down speeds peaking over 100 before dropping back a little.

I got a CAT 7 (gigabit) cable for my PC.

 

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John,

Ilox assigns private IP addresses by default.   If you need to open ports to see your cameras, they can switch your IP to public dynamic at no charge.   You will need to request the port mappings to the Ilox NOC.   They do not allow access to the port forward menu on the modem by customers.  However they will be happy to open ports on request.  Just send a mail to noc@mail.ilox.mx  telling them what you want... (i.e. port no, TCP UDP or both, IP and MAC address to forward to, etc) 

Earlier I thought this was quite a restrictive policy... After several conversations with Victor Godinez of Ilox however, I am seeing it more his way... The more people mess with their modems, the more it chokes their tech support.  GPON modems are far worse than DSL modems.    So they keep them in a pretty tight sandbox.   Second, the minute you open a port for incoming connections, its an invitation to hackers...They can come into your device..camera, pc, whatever, and from there get into your LAN...can get very ugly.  So if you open ports, you'd better be up to speed on your security.    And to make it very clear, Ilox may be a more restrictive ISP on their hardware, they don't block anything, and they'll open whatever you want...Just send them a nice mail.

If you have cameras, instead of opening ports, consider using their cloud service.  Most have them now.   I have Hikvision cameras and use Hik-connect.   My NVR makes an outgoing connection to their cloud and I can view my cameras from anywhere..no open ports, no hackers...far fewer worries...

IPV4 addresses are in short supply and until everything changes over to IPV6, they are treated conservatively.  But noone should suffer for service...If you have an issue, just write the NOC...

BR,

Tom

 

 

 

 

 

 

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There is a lot of BS in the various defences of ILox. As an early prepayer I am enraged that the fact that I live on top the the hill in Villa Nova is an excuse to postpone installation. The rolled up cables are hanging on the poles and I have contacted iLox with location, date of payment, and contact information. No response except from a boilerplate email from the ceo. This is not good business and should not be regarded as such. Why can't one of the idle installers come hook me up?

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You might be better off getting a boilerplate e-mail from the CEO of Ilox as opposed to the e-mail I received from him notifying me that he was unilaterally cancelling my contract. I can only assume that his company's nonresponsiveness to my pointing out that my internet speed varied between 440 kbps and 100 mbps whn i had signed up for and paid for the Triple Double, the most expensive of Ilox' offerings, supposedly including 250/300 mbps.

This was the e-mail I received from him, and tyhe only contact I had from the company, 5 days after installation.

I guess he found the e-mails i sent to a not-disinterested-but-allegedly-nonaffiliated 3rd party with c/c to him (not knowing at the time he was CEO, thinking he was an employee somehow responsible for handling problems, which in retrospect I guess he was, but didn't) disrespectful.

'We do not have any issues on the area now that could be affecting your connection, I guess the connection, equipment or service you are using could be having either configuration issues or not being properly used.

I will instruct on your contract to be fully reimbursed and have my technicians on the morning to pick up the equipment and line installed.'
 
So much for having a contract.

 

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No one was expecting 60% of Lakeside to leave town which completely screwed up their installation plans.  The house drops are but a small part of the investment. They built out Ajiic centro, then when they wanted to do the drops, no one was home.   They had to beg for new sign ups to keep their crews busy and utilize the investment they had already made.   Now they are moving to other areas based upon trying to keep their crew utilization at a decent rate. They have to run their business with some semblance of efficiency.  Why exactly are you enraged?    Instead of thrilled that decent fiber is finally coming to the area.    

Contracts are a two way street. If Ilox concludes from communications that a customer is not going to be happy no matter what, they will terminate and refund your money.  What else would you have them do?   

 

 

 

 

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In response to Tom's earlier point about cameras, it turns out that in my case the Dahua servers have an option for the gateway IP address on another tab in their network option section. After changing the gateway IP from the Telmex standard 192.168.1.254 to Ilox 192.168.1.1, both servers connected properly. My system has a 16 port DVR with a local hard drive containing the recordings. At the time I installed the system sending HD images for all the cameras to the cloud just wasn't feasible.

I'm still waiting on Ilox to open and forward a port. I'll try Tom's suggestion to send a short email to noc.

Torrent download speeds increased from 1.2mb/second using Telecable to 10mb/second. It could be faster because the old software client I use only supports transfers up to 100 megabits. A 1080p movie took 15 minutes to download versus 2-3 hours. A TV show completed in under a minute as opposed to 10. Plenty fast. Those streaming HD should be very happy.

There does seem to be a certain amount of confusion regarding installs. I made 2 appointments for a specific time that they missed without calling. On the other hand they came to the house unannounced 3 times I'm aware of when I was away. I happened to be pulling in the driveway on that 3rd attempt. A short phone call saying they're delayed would have been very helpful. Install times are certainly unpredictable and delays are understandable bit it is a bit frustrating waiting all day for an installer that's not coming. That's a management and training problem that could be easily fixed.

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Sorry, but contracts ARE NOT a 2-way street.

'Contracts are a two way street. If Ilox concludes from communications that a customer is not going to be happy no matter what, they will terminate and refund your money.  What else would you have them do?'

At the very least, they are a 3-way street with governemnt anc ourts being the 3rd party. Under no system of law thatI know about, except maybe an authoriitarian one, can a contract be unilaterally cancelled by one of the 2 or more contracted parties except for some kind of a breach of contract.  

TWhat else would I have expected them to do besides follow contract law?

Follow contract law: provide the contracted services to the other contracting party or prove to a 3rd disisnterested arbitor of justice that they did and the complianing party is in error. Unilaterally cancelling a contract is not legal, let alone an ethical business practice.

There were many options as opposed to a unilaterl cancellation of a contract with barely 12 hours notice and NO previous communication from that party in the entirety of the 6 day period between installation and cancellation of a supposedly legal and binding contract.

Other options? A meeting between the parties? A communication or consultation between the disagreeing parties?

This wasn't just a withdrawal of a contracted internet service; it was also a cancellation of a contracted PHONE service surely not an allowed action by the Mexican Federal Commission of Telecommunications (Comisión Federal de Telecomunicaciones) (CoFeTel).

Irrespective of what this Ilox person (or you, or anyone else for that matter) thinks of me, a unilateral cancellation of a contract because of dissatisfaction with the provided service or alleged disrepect is not legal grounds for the unilateral cancellation of a contract.

The more i read postings on this board, the more I am amazed at the people with alleged expertise in  one area extending it to the entirity of human knowledge.

 

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11 hours ago, NLU said:

I guess he found the e-mails i sent to a not-disinterested-but-allegedly-nonaffiliated 3rd party with c/c to him (not knowing at the time he was CEO, thinking he was an employee somehow responsible for handling problems, which in retrospect I guess he was, but didn't) disrespectful.

'

 

7 minutes ago, NLU said:

Other options? A meeting between the parties? A communication or consultation between the disagreeing parties?

Irrespective of what this Ilox person (or you, or anyone else for that matter) thinks of me, a unilateral cancellation of a contract because of dissatisfaction with the provided service or alleged disrepect is not legal grounds for the unilateral cancellation of a contract.

Your disrespect must have been of epic proportions.  I don't blame anyone for not wanting to do business with you.  Sounds like you had an installation problem, you went ballistic in a nasty way and Ilox dropped you and gave you a full refund.  So now you blast them incessantly....but you also seem to regret that Ilox sent you packing.  Lesson learned.  

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10 hours ago, tkessler said:

 

No one was expecting 60% of Lakeside to leave town which completely screwed up their installation plans.  The house drops are but a small part of the investment. They built out Ajiic centro, then when they wanted to do the drops, no one was home.  

Tom, taking no sides it seems to me from afar that ILOX, not being a typical end-user company as I understand it, made a few mistakes in ramping up the to-the-home service at Lakeside. Seems to me they should have been fully aware that many/most of their signees were 'foreign' and thus maybe many snowbirds (this must be true if 60% of their customers left town) and didn't account for that. Also I am thinking that their roll-out to the home was a little delayed which would run their installations into the normal 'evacuation' time at Lakeside... also a known event.

If would also appear (to me) that not having a proficient English speaker in the office..... if this is even true.... did not help. Additionally it sounds like, from reliable first-hand sources, that appointments were made and not kept multiple times with no notification. Expecting folks to just sit at home and wait days/weeks for their installers to show.... even in Mexico.... is a stretch and surely not the sign of an organized 'office'. 

I am also aware of a couple of cases a week ago where appointments were made and not kept and with no notification. When they did show unannounced days later the installers said that the fiber was not even stretched to the home but was a block or two away coiled up. To my knowledge these houses have still not been hooked up nor have they been notified.

Anyway, just a rebuttal to what sounded to me like 'none of this is the company's fault'. Paying up front, waiting patiently and then having the rollout done with poor communications (in many cases) is not a consumer problem... it's a company problem. And the fact that so many folks signed and paid a year in advance shows that the community IS grateful and 'thrilled' for a chance to have good/fast Internet service available. 

 

 

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1 hour ago, Bisbee Gal said:

 

Your disrespect must have been of epic proportions.  I don't blame anyone for not wanting to do business with you.  Sounds like you had an installation problem, you went ballistic in a nasty way and Ilox dropped you and gave you a full refund.  So now you blast them incessantly....but you also seem to regret that Ilox sent you packing.  Lesson learned.  

Again, how does the termination clause of the contract read?  If there is none than ILOX certainly can elect to unilaterally terminate and refund.

Since this appears to be a point of contention how about one of you posting the language regarding termination (if any) from the contract so we prospective customers can see it?

 

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 "Expecting folks to just sit at home and wait days/weeks for their installers to show.... even in Mexico.... is a stretch and surely not the sign of an organized 'office'. "

 

RickS, every telecom company I've ever dealt with, here and in Canada, operates the same way.  They tell you they will be there between 8 am and 5 pm on a particular day, and if you're very lucky, they might show up that day at 5:30 pm.  Sometimes they don't show up at all.  And as far as repairs or tech service, I've heard many horror stories about Telmex.  Every new company is bound to have some problems here and there.  For the most part, I've heard that Ilox subscribers are generally happy with their service and speed.

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Thank, Mainecoons, for cutting to the chase. Here it is.

And, I hope to be done with this. Posting and respondiung is getting to be a bigger pain in the a** than the original wait anmd subsequent mishaps!

CONTRATO PARA LA PRESTACIÓN DE SERVICIOS, QUE QUE CELEBRAN POR UNA  EN LO SUCESIVO EL CLIENTE, Y POR LA OTRA PARTE, TV REY DE OCCIDENTE S.A. DE

C.V.,REPRESENTADA EN ESTE ACTO POR EL INGENIERO VICTOR HUGO GODÍNEZ SAHAGÚN, EN LO

SUCESIVO "EL PRESTADOR"; AL TENOR DE LAS SIGUIENTES DECLARACIONES Y CLÁUSULAS: 

DECLARACIONES: 

I. Declara "EL CLIENTE":

a)  Que requiere de los servicios de TRIPLE FULL 250 (BASICO, INTERNET 250 MBPS, TELEFONIA ILIMITADA LL, LDN, EEUU/CAN, 100 MIN. CELULAR 044/045) 

b)  Que tiene su domicilio el ubicado en

II. Declara "EL PRESTADOR": 

a)            Es una sociedad debidamente constituida de conformidad con las leyes de la República Mexicana, bajo ladenominación TV REY DE OCCIDENTE. S.A. de C.V., según consta en la Escritura Pública número 422 de fecha 18 de Mayo de 1995, otorgada ante la fe del licenciado Enrique Gudiño Magaña. Notario Público número 9 de Jiquilpan de Juárez, Michoacán, Inscrita en el Registro Público de Comercio del Estado de Michoacán en el Folio Mercantil número 158269, el 11 de Enero del 2006.

 b)            Su Registro Federal de Contribuyentes es TRO950518DM2 y su domicilio es Boulevard Lázaro Cárdenas # 40interior 4 Norte de Sahuayo Michoacán.

 c)             Cuenta con las facultades suficientes para celebrar el presente Contrato, y manifiesta bajo protesta de decirverdad que, a la fecha, dichas facultades no le han sido revocadas, modificadas, ni limitadas en forma alguna.

 d)            Con fecha 24 de marzo de 1999, la SCT le otorgó un título de concesión de Red Pública de Telecomunicacionesy Aviso de Transmisión Bidireccional de Datos de fecha 1 de Marzo de 2004, conforme al Acuerdo de Convergencia de  fecha 7 de Octubre de 2003.   

e)            Cuenta con los elementos necesarios y suficientes de infraestructura, personal y tecnología, para concluir con elpresente proyecto y prestar a EL CLIENTE los servicios descritos en la cláusula primera del presente Contrato. 

 Expuesto lo anterior, las partes convienen en otorgar las siguientes:

CLÁUSULAS:

  PRIMERA. Tv Rey se compromete a hacer todas las gestiones necesarias para estar en condiciones de prestar los servicios de TELEVISION,INTERNET,TELEFONIA, contratados por el cliente a más tardar dentro del término de 12 meses , contados a partir de la firma del presente instrumento y del día de la entrega del servicio.

 SEGUNDA. El cliente le entrega a TV Rey la cantidad de $14,748.00 por concepto de pago de un año adelantado de servicios de TRIPLE FULL 250 (BASICO, INTERNET 250 MBPS, TELEFONIA ILIMITADA LL, LDN, EEUU/CAN, 100 MIN. CELULAR 044/045) ,mismos que comenzarán a correr a partir de que se inicie a prestar dicho servicio en el domicilio del cliente.

 TERCERA. En virtud de que se requieren 200 doscientos clientes que paguen los servicios de un año por adelantado o un monto promedio a los 2 millones de pesos, esto por la variación de los planes a elegir por el cliente para estar en condiciones con desarrollar el presente proyecto de servicios residencial, las partes acuerdan que en caso de que no se reúnan los 200 doscientos clientes firmados y pagados, o un monto promedio a los 2 millones de pesos, o que el presente proyecto no fuera concluido por cualquier causa o que en caso de que al cliente no se le pudieran prestar los servicios en el tiempo convenido, TV Rey le regresará el pago íntegro al cliente, sin responsabilidad o pena para ninguna de las partes.

 CUARTA. MODIFICACIONES. Las partes convienen que cualquier modificación a los términos del presente contrato deberá ser negociada por escrito por "EL CLIENTE" con "EL PRESTADOR". No se aceptará como válida cualquier modificación a los términos de este contrato acordada en forma verbal por las partes.

 QUINTA. UNIDAD DEL CONTRATO. En el supuesto de que una o más de las estipulaciones contenidas en el presente contrato se llegara a declarar como inválida por ministerio de ley o por mandamiento de autoridad judicial, el resto de las cláusulas aquí contenidas, continuarán con plena validez y efecto jurídico entre las partes.

 SEXTA. CASO FORTUITO Y FUERZA MAYOR. En caso de cualquier evento que constituya o pudiese constituir un caso de Fuerza Mayor o Caso Fortuito, ninguna de las Partes estará obligada a cumplir con el presente contrato siempre que la parte que haya sido prevenida para el cumplimiento de este Contrato no hubiese contribuido con dicha Fuerza Mayor o Caso Fortuito, hubiese utilizado todos los esfuerzos razonables para evitar el

Caso Fortuito o de Fuerza Mayor para aminorar sus efectos y continúe tomando acciones dentro de su poder para cumplir tanto como sea posible con los términos de este Contrato, siempre que la notificación sea efectiva dentro de las 48 (cuarenta y ocho) horas siguientes a su acontecimiento. En vista de las disposiciones anteriores cuyo cumplimiento no haya sido afectado, las disposiciones continuarán siendo estrictamente acatadas por cada una de las partes.

 SÉPTIMA. CESIÓN. Las Partes acuerdan que "EL CLIENTE" no podrá ceder o transmitir en cualquier forma, sus derechos derivados del presente contrato sin el consentimiento previo y por escrito del prestador; conviniendo las Partes para tal efecto que cualquier cesión en violación a este acuerdo será nula.

 OCTAVA. MODIFICACIONES AL CONTRATO: El presente contrato no podrá ser modificado, enmendado o resuelto, salvo acuerdo previo y por escrito de las partes que en él intervienen y siempre y cuando las modificaciones de que se trate no resulten en forma alguna violatorias de las Leyes de los Estados Unidos Mexicanos, o de alguna de sus entidades federativas.

 NOVENA. JURISDICCIÓN Y COMPETENCIA: En caso de que surja cualquier controversia entre las partes relacionada con la interpretación y cumplimiento del presente contrato, las mismas están de acuerdo en sujetarse expresamente a la jurisdicción y competencia de las leyes y tribunales Civiles en la ciudad de Sahuayo, Michoacán, renunciando expresamente a partir de este momento a cualquier otro fuero que en razón de su domicilio presente o futuro o por cualquier otra causa les pudiera corresponder.

 

 

 

 

 

 

 

 

LEÍDO Y ACEPTADO que fue el presente Contrato en todos sus términos, haciéndose sabedores las partes de los alcances, obligaciones y consecuencias que implica lo ratificaran en su contenido y lo firman en su contenido y lo firman en Guadalajara Jalisco el día 12 de marzo del 2018

 

 

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42 minutes ago, suegarn said:

 "Expecting folks to just sit at home and wait days/weeks for their installers to show.... even in Mexico.... is a stretch and surely not the sign of an organized 'office'. "

 

RickS, every telecom company I've ever dealt with, here and in Canada, operates the same way.  They tell you they will be there between 8 am and 5 pm on a particular day, and if you're very lucky, they might show up that day at 5:30 pm.  Sometimes they don't show up at all.  And as far as repairs or tech service, I've heard many horror stories about Telmex.  Every new company is bound to have some problems here and there.  For the most part, I've heard that Ilox subscribers are generally happy with their service and speed.

When we bought our 1st home here in 2008 we had installations with TelMex (house didn't have previous landline service), with Telecable (again, no prior service) and CFE (added a 2nd meter).   In all cases their office staffs told us they'd call before coming out.  None did.  They just showed up.  No idea how many times they may have come to that house until they found us at home. 

After we bought our current home in 2017, we had installations from TelMex (former tenants took the landline number with them) and CFE (changed to solar resulting in a new meter and removal of 3 old meters).  Both offices said they'd call before showing up.  Neither did.  Again, no idea how many times they came to house and rang bell when we were out.  

Ilox, same deal.  No big deal, just the way MXN utilities operate.  

As far as the English speaking abilities of the young woman at the Ilox office: when you go over to the office and have communication issues, she will whip out her phone and translation app and you can continue the conversation, each of you in your native tongue, with instant translation, either verbal, written or both.  

It has been our experience that MXN companies/staff expect you to appear in person if you really have a problem to resolve.  That's just the way it is.  You can beat your head against the wall waiting for someone to answer a company's help line who speaks the Queen's English, or you can go to their office, greet each other properly and resolve the problem without being disrespectful.  Your choice. 

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I think Rick makes good points and that there is lots of room for improvement, especially in the  communications. .  Ilox arrival to lakeside, with the large expat population here, has clearly been a learning experience for them.  Once the initial installations are done things should get smoother.  

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18 hours ago, Bisbee Gal said:

It has been our experience that MXN companies/staff expect you to appear in person if you really have a problem to resolve.  That's just the way it is.  You can beat your head against the wall waiting for someone to answer a company's help line who speaks the Queen's English, or you can go to their office, greet each other properly and resolve the problem without being disrespectful.  Your choice. 

Very accurate and well put.

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