¿Por qué no funciona la Fibra Hogar de Claro Perú?
Me he pasado del servicio HFC a Fibra en mi hogar. Desde que la instalaron hace 5 días llevo 3 cortes de servicio en menos de 1 semana. Ya van 2 veces que viene un técnico a hacer una reparación. Desarman y vuelven a armar el conector de la fibra óptica. Se restablece el servicio y a las horas vuelve a dejar de funcionar. El modem ZTE muestra el led LOS flasheando en rojo. He vuelto a pedir visita técnica y me la programan para dentro de 3 días. No hay forma que vengan antes según los asesores que atienden por teléfono.
La instalación fue mal hecha y ahora llevo varios días de cortes y nadie de Claro se acerca a revisar o instalar de nuevo.
Pésimo servicio de Claro Peru. Me pasé a Fibra Hogar porque el HFC fallaba todo tiempo por saturación de la red.
Llego a la conclusión que no le interesa a Claro tenerme como cliente a pesar que lo soy desde hace años y tengo 4 líneas móviles contratadas.
Espero alguien de Claro Perú que le interese tener clientes leales satisfechos lea este mensaje.
Ahora me toca reclamar a Osiptel y buscar otro proveedor de internet que le interese tenerme como cliente.
Lo mismo me paso a mi, cambie de HFC a Fibra y tambien lo instalaron mal, el alambre de fibra estuvo cerca a un transformador de media tensión, el cable estaba muy corto, la unión de fibra estaba mal hecha y para remate no tenia la IP pública que por contrato de servicio antiguo (casi 8 años) no fue asignada, los problemas eran llegaba la velocidad de subida a la mitad, inestabilidad, en el servicio de cable audio y video no coordinaban, congelamientos, excesivo retraso de la señal (10 segundos de atraso comparado con la señal de aire ya que en HFC es entre 4 y 5 segundos) que me vi obligado a regresar a HFC a los 4 días y lo de la mala instalación lo confirmo el técnico que instalo el servicio de HFC y todo comenzo por haber instalado el alambre de fibra cerca a un transformador y todo lo demas que mencione. Claro debe ser mas cuidadoso con las instalaciones hechas por sus contratas.
Lamentamos mucho que estés pasando por esta situación. Tu opinión es muy importante para nosotros y queremos ayudarte a resolver este problema lo antes posible.
Te recomiendo que te pongas en contacto con nosotros a través de nuestros canales oficiales (teléfono, app, redes sociales) para que podamos escalar tu caso y asignarte un técnico especializado que pueda realizar una revisión exhaustiva de tu instalación.
Recuerda que tu satisfacción es nuestra prioridad. Estamos comprometidos a brindarte el mejor servicio posible y a solucionar cualquier inconveniente que puedas tener.
PUEDES ESCRIBIR AL CLARO BOT Y SOLICITAR UN CAMBIO DE INSTALACIÓN PARA EVITAR PROBLEMAS CLAROBOT
Hola, agradezco las opiniones y consejos, pero ya me he contactado a través del 123 pidiendo una nueva visita técnica y una nueva instalación y aún no confirman cuando enviarán un técnico a mi domicilio. Según me dicen no hay personal disponible para ir. Llevo más de 48 horas con el servicio de internet caído. Y mañana se cumplirá 1 semana que me migraron a Fibra, 1 semana durante la cual sucedieron 3 cortes de servicio (1 de 24 horas, otro de 8 horas y el último que menciono ya lleva 48 horas sin resolverse) y 2 visitás técnicas que como comenté lo único que hacen es volver a armar un conector, prueban, se van y al rato falla. Ya he pedido a los asesores técnicos que programen una revisión y un cambio en la instalación pero no lo confirman. Sigo sin saber cuando pasarán, si lo resolverán y no volverá a fallar. Claramente es un problema con la fibra que debe esta dañada o los conectores mal armados, por lo cual concluyo que la instalación esta mal hecha. No quiero seguir conversando con un ChatBot o una persona por teléfono, quiero que envién un técnico y lo resuelva.
72 horas después de esperar llegan 2 técnicos. Deben revisar dentro de un buzón. Primer problema, no tienen herramientas para retirar la tapa. Hay que ayudarlos a moverla. Una vez retirada la tapa, segundo problema, no saben como identificar que fibra llega a mi domicilio. Los que instalaron no etiquetaron nada. Ahora llaman a un supervisor para que los oriente que hacer. Seguiré comentando....
Hola buenas lamento el inconveniente que estás teniendo, espero se solucione lo antes posible.
De igual manera sería bueno que te comuniques con un asesor a través deClaroBot, para que le puedas indicar el inconveniente que presentas, a lo mejor te lo solucionan el problema que estás teniendo.
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qué no funciona la Fibra Hogar de Claro Perú?","id":"message:83782","revisionNum":2,"repliesCount":7,"author":{"__ref":"User:user:172809"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:caracteristicas-servicios"},"conversation":{"__ref":"Conversation:conversation:83782"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:83782"},"body":"
Me he pasado del servicio HFC a Fibra en mi hogar. Desde que la instalaron hace 5 días llevo 3 cortes de servicio en menos de 1 semana. Ya van 2 veces que viene un técnico a hacer una reparación. Desarman y vuelven a armar el conector de la fibra óptica. Se restablece el servicio y a las horas vuelve a dejar de funcionar. El modem ZTE muestra el led LOS flasheando en rojo. He vuelto a pedir visita técnica y me la programan para dentro de 3 días. No hay forma que vengan antes según los asesores que atienden por teléfono.
\n
La instalación fue mal hecha y ahora llevo varios días de cortes y nadie de Claro se acerca a revisar o instalar de nuevo.
\n
Pésimo servicio de Claro Peru. Me pasé a Fibra Hogar porque el HFC fallaba todo tiempo por saturación de la red.
\n
Llego a la conclusión que no le interesa a Claro tenerme como cliente a pesar que lo soy desde hace años y tengo 4 líneas móviles contratadas.
\n
Espero alguien de Claro Perú que le interese tener clientes leales satisfechos lea este mensaje.
\n
Ahora me toca reclamar a Osiptel y buscar otro proveedor de internet que le interese tenerme como cliente.
","body@stringLength":"1156","rawBody":"
Me he pasado del servicio HFC a Fibra en mi hogar. Desde que la instalaron hace 5 días llevo 3 cortes de servicio en menos de 1 semana. Ya van 2 veces que viene un técnico a hacer una reparación. Desarman y vuelven a armar el conector de la fibra óptica. Se restablece el servicio y a las horas vuelve a dejar de funcionar. El modem ZTE muestra el led LOS flasheando en rojo. He vuelto a pedir visita técnica y me la programan para dentro de 3 días. No hay forma que vengan antes según los asesores que atienden por teléfono.
\n
La instalación fue mal hecha y ahora llevo varios días de cortes y nadie de Claro se acerca a revisar o instalar de nuevo.
\n
Pésimo servicio de Claro Peru. Me pasé a Fibra Hogar porque el HFC fallaba todo tiempo por saturación de la red.
\n
Llego a la conclusión que no le interesa a Claro tenerme como cliente a pesar que lo soy desde hace años y tengo 4 líneas móviles contratadas.
\n
Espero alguien de Claro Perú que le interese tener clientes leales satisfechos lea este mensaje.
\n
Ahora me toca reclamar a Osiptel y buscar otro proveedor de internet que le interese tenerme como cliente.
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Desde que la instalaron hace 5 días llevo 3 cortes de servicio en menos de 1 semana. Ya van 2 veces que viene un técnico a hacer una reparación. 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¿Por qué no funciona la Fibra Hogar de Claro Perú?","moderationData":{"__ref":"ModerationData:moderation_data:85020"},"body":"
Lo mismo me paso a mi, cambie de HFC a Fibra y tambien lo instalaron mal, el alambre de fibra estuvo cerca a un transformador de media tensión, el cable estaba muy corto, la unión de fibra estaba mal hecha y para remate no tenia la IP pública que por contrato de servicio antiguo (casi 8 años) no fue asignada, los problemas eran llegaba la velocidad de subida a la mitad, inestabilidad, en el servicio de cable audio y video no coordinaban, congelamientos, excesivo retraso de la señal (10 segundos de atraso comparado con la señal de aire ya que en HFC es entre 4 y 5 segundos) que me vi obligado a regresar a HFC a los 4 días y lo de la mala instalación lo confirmo el técnico que instalo el servicio de HFC y todo comenzo por haber instalado el alambre de fibra cerca a un transformador y todo lo demas que mencione. Claro debe ser mas cuidadoso con las instalaciones hechas por sus contratas.
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Lamentamos mucho que estés pasando por esta situación. Tu opinión es muy importante para nosotros y queremos ayudarte a resolver este problema lo antes posible.
Te recomiendo que te pongas en contacto con nosotros a través de nuestros canales oficiales (teléfono, app, redes sociales) para que podamos escalar tu caso y asignarte un técnico especializado que pueda realizar una revisión exhaustiva de tu instalación.
Recuerda que tu satisfacción es nuestra prioridad. Estamos comprometidos a brindarte el mejor servicio posible y a solucionar cualquier inconveniente que puedas tener.
PUEDES ESCRIBIR AL CLARO BOT Y SOLICITAR UN CAMBIO DE INSTALACIÓN PARA EVITAR PROBLEMAS CLAROBOT
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Hola, agradezco las opiniones y consejos, pero ya me he contactado a través del 123 pidiendo una nueva visita técnica y una nueva instalación y aún no confirman cuando enviarán un técnico a mi domicilio. Según me dicen no hay personal disponible para ir. Llevo más de 48 horas con el servicio de internet caído. Y mañana se cumplirá 1 semana que me migraron a Fibra, 1 semana durante la cual sucedieron 3 cortes de servicio (1 de 24 horas, otro de 8 horas y el último que menciono ya lleva 48 horas sin resolverse) y 2 visitás técnicas que como comenté lo único que hacen es volver a armar un conector, prueban, se van y al rato falla. Ya he pedido a los asesores técnicos que programen una revisión y un cambio en la instalación pero no lo confirman. Sigo sin saber cuando pasarán, si lo resolverán y no volverá a fallar. Claramente es un problema con la fibra que debe esta dañada o los conectores mal armados, por lo cual concluyo que la instalación esta mal hecha. No quiero seguir conversando con un ChatBot o una persona por teléfono, quiero que envién un técnico y lo resuelva.
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72 horas después de esperar llegan 2 técnicos. Deben revisar dentro de un buzón. Primer problema, no tienen herramientas para retirar la tapa. Hay que ayudarlos a moverla. Una vez retirada la tapa, segundo problema, no saben como identificar que fibra llega a mi domicilio. Los que instalaron no etiquetaron nada. Ahora llaman a un supervisor para que los oriente que hacer. Seguiré comentando....
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Hola buenas lamento el inconveniente que estás teniendo, espero se solucione lo antes posible.
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De igual manera sería bueno que te comuniques con un asesor a través deClaroBot, para que le puedas indicar el inconveniente que presentas, a lo mejor te lo solucionan el problema que estás teniendo.
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Saludos,
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Finalmente ayer volvió haber acceso a internet... 80 horas después del último corte. La solución, fue la obvia, cambiar el cable de fibra de la caja hasta mi domicilio. Tengo que reconocer que los 2 últimos técnicos que vinieron ayer y cambiaron las fibra, fueron los mejores calificados por conocimiento, capacidad y actitud para resolver la falla. Luego de sus descartes básicos, decidieron cambiar el tramo de 60 metros de fibra por uno nuevo. En 30 minutos lo pasaron y comenzaron a probar. Y antes de irse verificaron los niveles. Espero que con esto se cierre esta historia de reclamos. 1 semana he tenido que batallar. ¿Final feliz? Dependerá de Claro, su red, su servicio y sus colaboradores...
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