Home Internet Providers in Mexico City: Contracts and Your Rights
Picking a home internet plan in Mexico City is mostly about coverage at your address and the contract terms. Your rights under the telecom law, the minimum-term trap and where to complain.
Home internet in Mexico City is sold mainly by Telmex, Totalplay, Izzi and Megacable, and coverage and speed depend on your building and street. Under the Telecommunications and Broadcasting Law, you can end a contract early by paying only any remaining equipment cost, and the consumer agency Profeco handles complaints about billing, cancellations and service failures.
Which companies sell home internet in Mexico City?
The four best-known fixed internet brands in the city are Telmex (sold as Infinitum), Totalplay, Izzi and Megacable. Each sells bundles of internet, landline and pay TV. Which of them can actually connect your home depends on the network in your street and, in apartment buildings, on what the building already has wired.
Before you compare prices, ask each provider whether it covers your exact address. Then compare offers on the same points:
| Question | Why it matters |
|---|---|
| Is the connection fiber to the home or cable/copper? | Affects upload speed and stability |
| Download and upload speed in the contract | The law requires the contracted speed and quality to be respected |
| Is there a minimum term (plazo forzoso)? | Sets what you pay if you leave early |
| Installation fee and equipment (modem, decoder) | Often lent, not sold; must be returned at the end |
| Price after any promotion ends | Promotional months can hide the regular price |
| Is there a data cap or fair-use clause? | Some plans add charges above a usage limit |
The data-cap question is not theoretical. In April 2025, Profeco said Totalplay customers could keep their original contract or cancel without penalty after the company announced home plans with charges above a data limit, and that the new plan could not be imposed without express consent.
What does the contract have to say?
Every home internet contract is a standard adhesion contract (contrato de adhesión) that must be registered with Profeco. Under Article 185 of the Telecommunications and Broadcasting Law (Ley en Materia de Telecomunicaciones y Radiodifusión), you have the right to see the contract terms online, including on the provider’s website, before you sign. Profeco’s Buró Comercial shows complaints filed against each provider since 2019 and links to the public registry of adhesion contracts.
Article 186 voids any clause that lets the provider change the contract on its own unless it notifies you at least 30 days in advance and gets your express consent. Changes that only benefit you need no consent.
What are your rights as an internet customer?
Article 185 lists the rights of telecom users. The ones that matter most for home internet are:
- To receive the service with the quality and speed you contracted. Article 132 adds that internet access must respect the contracted capacity, speed and quality, whatever the content or app.
- To be notified at least 30 days before any change to prices, packages or services, and then to accept, demand the original terms or cancel.
- To end the contract or change plans early, paying at most the remaining cost of the equipment.
- To cancel without penalty or permission once the agreed term ends, unless you renewed by continuing to use and pay for the service.
- To a credit or discount for service failures or wrong charges caused by the provider.
- To consent before any extra service is charged, and to drop extras at any time without losing the main service.
- Not to receive sales calls or messages from the provider without your consent.
How do you cancel home internet?
- Read the cancellation clause in your contract and check whether a minimum term or an equipment balance applies.
- Request cancellation through an authorized channel: phone, branch, email or app. Profeco says the provider must give you a cancellation number (folio) or receipt.
- Return the modem and any decoders as the contract says, and get a receipt for the equipment.
- Keep the folio, emails and screenshots, and watch your next bank or card statements.
- If charges continue, ask for a refund in writing. Under the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor), charges for services not provided must be refunded, and a deficient or missing service entitles you to a credit of at least 20% of the price paid.
Where do you complain about an internet provider?
Profeco (Procuraduría Federal del Consumidor) represents users against telecom providers, and the law gives it the job of registering contracts and resolving disputes through conciliation. You can call its consumer line on 55 5568 8722 or 800 468 8722, write to [email protected], file online through Concilianet if the provider takes part, or go to a Profeco office with your ID, contract, bills and the cancellation folio.
The technical regulator is the Telecommunications Regulatory Commission (CRT, Comisión Reguladora de Telecomunicaciones), which sets service quality indicators. For an individual billing or cancellation dispute, start with Profeco.
Bottom line
Check coverage at your exact address, then ask every provider for the full contract, the post-promotion price, the minimum term and any data limit in writing. Keep your cancellation folio and equipment receipt when you leave. If you are still choosing an apartment, add internet coverage to the checklist in our guide to renting in Mexico City, and plan around CFE power bills if you work from home.
FAQ
Can I cancel home internet before the minimum term ends?
Yes. Article 185 of the telecom law lets you end the contract early, paying at most the remaining cost of the equipment, if any. Check how your contract describes that balance.
Do I need an RFC or a resident card to sign up?
Requirements are set by each provider, not by the law. Ask before the installation visit what ID, proof of address and payment method they accept from foreign residents.
What if my internet is down for days?
Report the fault to the provider and keep the report number. You are entitled to a credit for failures caused by the provider, and Profeco can help if the provider refuses.
Can the provider raise my price in the middle of the contract?
Only with at least 30 days’ notice and your express consent. If you do not accept, you can insist on the original terms or cancel.
