Companies of the MásMóvil group (Yoigo, Pepephone and MásMóvil itself) have today suffered a major service outage throughout Spain, which has left thousands of people without home internet service.
Complaints from users about overwhelmed customer service helplines soon flooded social networks.
INFORMACIÓN PARA NUESTROS CLIENTES— MÁSMÓVIL (@masmovil) January 26, 2021
Sentimos comunicaros que estamos sufriendo una incidencia en el servicio de Internet en casa.
Estamos trabajando para solucionarlo lo antes posible. Disculpad por las molestias ocasionadas y os iremos informando de cómo lo vamos resolviendo.
MásMóvil issued a statement saying there was an "incident in the internet at home service. We are working to solve it as soon as possible. Sorry for the inconvenience caused and we will inform you of how we are solving it".
Everything indicates that the outage only affects the internet service at home and that other services, such as mobile internet, are not being affected.
Pepephone has been the only company to go further in its explanations, stating that it could "be related to the DNS server", although neither the real origin of the fault nor the resolution time was specified.
In addition, they also pointed out that "the avalanche of calls has caused our customer service centre to be overwhelmed".
At 3.10pm MásMóvil tweeted, that "the service was working and being restored” before apologising for the inconvenience.
Actualizamos info: El servicio ya está funcionando y se está restableciendo. Cualquier duda, seguimos aquí para ayudaros en todo lo que necesitéis. De nuevo, os pedimos disculpas por las molestias.— MÁSMÓVIL (@masmovil) January 26, 2021