Since a couple of months I have serious internet problems with my CLARO cellphone (Samsung Galaxy S5).
As long as I stay in my house using the WIFI connection, there is no problem at all: I can use all apps, without any problem (OK I also have a very slow WIFI connection, but that is another story).
However as soon as I leave the house and my cellphone changes to a 4G connection, I can use my apps (Inet radio, YouTube, Internet Browser, etc.) exactly(!) 12 minutes, after which the internet is disconnected.
The only programs I can use from those 12minutes are WhatsApp and Facebook.
The strange thing is that there is a (sometimes strong) internet signal according to my "cellphone internet indication" and an app called "Network Signal Info" I installed on my cellphone (also the fact that WhatsApp and Facebook still work, means that there is a signal).
I have been two times to the CLARO office in Av.Larco/MF, where I spent each time more than one hour and a half trying to get a solution.
The first time they came to the conclusion that:
a) I had used my whole 1.000MB (in five days with only 12minutes of inet a day!), but also that my chip was corrupted. So they installed another chip ànd gave me (for free
I protested asking them to explain that how the hell it is possible to use within five days 1.000MB with only 12 minutes per day of 4G inet available ànd moreover: that I still could use 4G inet during those twelve minutes, despite the fact that I was supposed to have used all my MB's.
For the consuming part he came with a weird story that probably I thought I was using my WIFI but in reality had used my 4G connection and consumed the MB's. For the 12 minutes of internet he had no answer at all.
So, with a bit of sarcasm in my voice I asked him whether he still remembered why basicly I was here: "NO internet through my 4G connection!"
But at the end I accepted (my new chip seemed to work after all and 500MB should be sufficient as I normally use 4G inet only 3 hours a day max).
The first day all seemed OK: I had my early morning run/walk and during two hours my inet worked without any problem.
However from the second day exactly the same problem occurred: after 12 minutes my apps were blocked from the 4G inet (with the exception of WhatsApp and Facebook (those apps and Twitter are by the way also "free of charge").
So, after a week or so facing the same problem each and every morning, I went back to the CLARO office in Av.Larco/MF.
Where I had the same, this time two hour's, discussion.
They insisted that I had used all my MB's, although their own app on my cellphone indicated that I had still 480MB (but they said that that program is not reliable).
I became "a bit annoyed" and asked "how the f.ck" I could consume all those MB's with only 12 minutes a day 4G inet ànd how it was possible still to use 4G inet (OK, for 12 minutes), while they claim that I had no more MB's available.
At the end the guy at the counter filled in a "Formulario de Reclamo" (it took him 20 minutes to fill in a form with only my personal data, tel.nbr. and to tick one box
) and promised that they would investigate and reply asap.
It is not a surprise, that I have NO confidence at all in CLARO and their ability or even their willingness to solve my problem!
I think that there is something in their chip or my (CLARO!) cellphone, which, after 12 minutes, cuts of the internet to apps other than Facebook, WhatsApp (and Twitter). Those are "redes sociales" which do not consume MB's according to their contract.
Could also be that the communication within their IT systems is crap!
When I write this, I still have 456MB to go, had my 12 minutes of "4G inet fame" this morning and that's it!
Is there anyone here who is familiar with this problem and/or can give advice how to solve this problem?
Should I make a complaint with OSIPTEL or what is the best thing to do?