How reliable is Telmex's Infinitum internet service compared to other providers in Mexico?

Yes. Looking at the latest available national data, Telmex Infinitum is reasonably reliable, but it is no longer the reliability leader in Mexico. The important caveat is that Telmex performance varies substantially depending on whether your address has fiber (FTTH) or older copper/DSL service.

How Telmex compares

The clearest recent apples-to-apples measurement is Opensignal's April 2026 Fixed Broadband Experience Report, which evaluates real-world household connectivity rather than just advertised speeds. Its national reliability scores were:

So on Opensignal's measure, Telmex ranked fourth among the four major national providers for reliability, behind Totalplay, Megacable and izzi.

The same report also found that Telmex's average download speed was 48.7 Mbps, versus 102 Mbps for Totalplay and 60 Mbps for Megacable. Telmex's upload performance was considerably better relative to the competition, at 37.4 Mbps, essentially tied with Megacable and far ahead of izzi.

But there's an interesting contradiction in complaint data

Mexico's telecom regulator's user-complaint data paints a somewhat different picture. In the second-quarter 2025 "Soy Usuario" data, complaints per 100,000 subscribers were approximately:

• izzi: 3.65
• Megacable: 8.33
• Telmex: 13.41
• Totalplay: 22.16

That puts Telmex in the middle rather than at the bottom. However, complaints measure customer-reported problems and service handling, not necessarily the technical availability of the network. Telmex's enormous subscriber base also means it has the largest absolute number of complaints even when normalized figures look different.

The biggest factor: fiber vs. copper

This is probably more important than the Telmex brand itself.

If Infinitum at your address is FTTH fiber, I'd consider it a solid choice. If it's still delivered over copper/DSL, I would be much more cautious. Telmex itself notes that actual speeds can depend on technical conditions and the distance between the customer's home and the central office.

Totalplay, meanwhile, has a major advantage in Opensignal's current data: it led all four providers in both reliability and consistent quality, while also delivering substantially higher speeds.

My practical ranking

For reliability + performance, based on the latest data:

1. Totalplay — best overall technical performance
2. Megacable — generally good, particularly where its network has been upgraded
3. izzi — decent, with particularly low complaint rates
4. Telmex — acceptable, but more dependent on the local network and fiber availability

I wouldn't interpret that as "Telmex is unreliable." Rather, Telmex is a mature, generally usable network that has been overtaken by some competitors in measured real-world performance.

One especially useful point: Mexico's regulator has an Internet speedometer that can compare operators by state, municipality, and even postal code. www.ift.org.mx That's much more informative for a buying decision than national averages, because two houses a few blocks apart can have very different Telmex infrastructure.

If you tell me the Mexican city/ZIP code where you're considering Infinitum, I can compare Telmex vs. Totalplay vs. Megacable vs. izzi specifically for that area, including reliability, speeds, prices, and customer complaints.

Telmex’s Infinitum internet service has a reputation that varies wildly depending on infrastructure type and geographic location , but overall it stands as one of the most widely used and—when fiber-based—surprisingly competitive options in Mexico.

How Infinitum stacks up against major competitors like Totalplay, Izzi , and Megacable reveals distinct reliability trends:

1. Fiber Optic vs. Legacy Copper (The Deciding Factor)

• Infinitum Fiber (Fibra Óptica): Where Telmex has rolled out pure fiber to the home (FTTH), reliability is high, speeds are stable, and mid-tier plans offer symmetrical upload and download speeds . Users on modern Telmex fiber lines report very few dropouts and good value for money.
• Legacy Copper (ADSL): If you are in a neighborhood where Telmex hasn't upgraded its old copper lines, reliability is poor . Connections drop frequently, speeds crawl below advertised rates, and latency spikes. Unfortunately, Telmex still encounters last-mile bottlenecks or port shortages in select areas, forcing some users onto legacy tech.

2. Comparison with Competitors

• Totalplay: Generally considered the gold standard for raw speed and consistency in major urban centers. Independent broadband reports frequently rank Totalplay highest for video streaming quality and peak performance. However, Totalplay can be more expensive, and its residential upload speeds are often heavily asymmetric compared to Telmex's symmetrical mid-tier fiber plans.
• Izzi (Televisa’s cable/fiber hybrid): Performance is a mixed bag. Izzi relies heavily on legacy coaxial cable in many zones (though they have absorbed better fiber networks like Axtel’s in select cities). Many users complain of nightly micro-outages or unstable ping with Izzi compared to Telmex fiber.
• Megacable: Frequently scores lower in customer satisfaction and consistency metrics in regional comparative reports, suffering from higher rates of service interruptions in the "Triple Play" (internet, phone, TV) tier.

3. Pricing and Data Caps

• Telmex is praised for value and lack of strict data limits or aggressive throttling on fiber lines. Their base prices have also historically remained quite stable compared to competitors that tend to creep prices upward or bundle unwanted services.

4. The Achilles' Heel: Customer Service

While the physical connection on Telmex fiber can be rock-solid, customer support during an outage is notoriously frustrating . Getting a technician dispatched for residential repairs can take days, and dealing with bureaucracy is a common pain point.

If you'd like to narrow this down, let me know:

• What city or neighborhood you are looking at in Mexico
• Whether you need just internet or a triple-play package (including TV/phone)

I can tell you which provider historically performs best in that specific area!

Telmex Infinitum is generally reliable, but it is no longer the clear reliability leader in Mexico. The big caveat is that your experience depends heavily on whether your address is served by fiber (FTTH) or older copper/DSL infrastructure.

How Telmex compares

The latest national data I found from Opensignal (April 2026) gives a useful apples-to-apples comparison:

So, nationally, Totalplay is substantially ahead of Telmex for reliability and consistency. Telmex ranked fourth among the four major providers in Opensignal's 2026 measurements. Its upload performance, however, was relatively strong at 37.4 Mbps, versus 10.7 Mbps for izzi.

There's another interesting data point: Mexico's telecom regulator's complaint data for 2025 showed izzi with the fewest complaints per 100,000 subscribers, followed by Megacable and then Telmex. Telmex had 13.41 complaints per 100,000 subscribers in the cited period.

But don't write off Telmex

Fiber Telmex can be quite good. The technology matters enormously. If Infinitum at your address is FTTH, I'd consider it a solid choice—particularly if the alternatives are cable connections with poor local infrastructure.

The broader Mexican market has also improved substantially as providers have moved from copper/coax toward fiber. Opensignal notes that fiber accounted for about 73% of fixed-broadband subscriptions in Mexico in 2025, compared with only 28% in 2020.

For context, nPerf's 2025 Mexico results put Telmex third overall, behind Totalplay and Megacable, while noting particularly good Telmex upload performance.

My practical ranking

For reliability + performance, I'd roughly put the major providers:

1. Totalplay — best overall performance/reliability nationally
2. Megacable — strong second, particularly where it has FTTH
3. Telmex Infinitum — good if you have fiber; less attractive on older infrastructure
4. izzi — highly location-dependent; interestingly, it performs well on some reliability/complaint measures despite weaker speeds

The most important point is that local infrastructure beats the national ranking. A good Telmex fiber line can easily be better than a mediocre Totalplay or Megacable connection in another neighborhood.

If you're considering Telmex at a particular address in Mexico, tell me the city/neighborhood and the advertised Infinitum speed (e.g. 150/250/350/500 Mbps), and I can check what the local experience looks like and compare it with Totalplay, Megacable and izzi.

Telmex’s Infinitum is generally reliable, but it is no longer the reliability leader in Mexico—especially where you have access to newer fiber networks.

The latest nationwide data I found, from Opensignal’s April 2026 Fixed Broadband Experience report, puts Telmex behind Totalplay, Megacable and izzi on its reliability measure:

How I'd characterize Infinitum

👍 Strengths

• Fiber-based Infinitum can be very solid. Telmex has moved a large portion of its network to fiber, and fiber connections are substantially better than the older DSL service.
• Good upload performance: Telmex averaged 37.4 Mbps upload in Opensignal's 2026 measurements, substantially ahead of izzi's 10.7 Mbps, although well behind Totalplay's 76.2 Mbps.
• Huge coverage footprint: Telmex remains Mexico's largest fixed-broadband operator, so it's often available where competitors aren't.
• Telmex's network is mature and, when the local fiber infrastructure is good, tends to provide a stable connection suitable for work-from-home, streaming and gaming.

👎 Weaknesses

• Reliability isn't class-leading. Opensignal gave Telmex 478 reliability points versus 599 for Totalplay.
• Performance varies considerably by technology and neighborhood. An Infinitum fiber connection is a very different proposition from an older copper/DSL connection.
• In the IFT's 2025 complaint data, Telmex had 13.41 complaints per 100,000 subscribers, compared with 8.33 for Megacable and 3.65 for izzi. That's not a direct outage rate, but it's another indication that Telmex doesn't have the cleanest customer-service/service-quality record.
• Independent nPerf's 2025 Mexico report also ranked Totalplay first overall, Megacable second and Telmex third among the major fixed providers.

The important caveat: your address matters more than the national ranking

I'd take a good Telmex fiber connection over a mediocre cable connection from another provider.

For example:

• Telmex FTTH (fiber): 👍 Very good choice
• Totalplay FTTH: 👍 Usually the strongest choice for raw performance/reliability
• Megacable FTTH: 👍 Potentially excellent, particularly for latency
• izzi fiber: 👍 Can be good
• Telmex DSL/copper: ⚠️ I'd generally avoid it if fiber alternatives are available

Opensignal's results also show how much this varies geographically: Totalplay won consistent-quality measurements in 20 of the 21 cities it analyzed, but there were cities where Telmex shared the top position.

Bottom line: If you're considering Infinitum and your address is served by Telmex fiber, I'd rate it as good-to-very-good reliability, but not the best nationwide. If Totalplay fiber is available at the same address, I'd generally favor Totalplay based on the current independent performance data. If your alternative is Telmex fiber versus older cable/DSL from another provider, the answer could easily flip.

If you give me the Mexican city/municipality (or even the neighborhood/CP) you're considering, I can compare Telmex vs Totalplay vs Megacable vs izzi specifically in that area, which is much more useful than the national averages.

Telmex’s Infinitum service is the undisputed heavyweight of fixed broadband in Mexico, holding roughly a 40% market share. Its reliability compared to competitors like Totalplay, Izzi , and Megacable largely boils down to one critical factor: whether you have a fiber-optic (FTTH) connection or legacy copper (DSL).

1. The Fiber Factor (Copper vs. FTTH)

• On Fiber-Optic (FTTH): Telmex has aggressively migrated the vast majority of its user base to fiber. Where Infinitum fiber is active, it is exceptionally stable , offers symmetrical speeds on many plans, rarely suffers from speed drops, and handles heavy upload/download loads smoothly.
• On Legacy Copper (DSL): If you are stuck on older copper lines in a neighborhood that hasn't been upgraded, Infinitum can be unreliable, slow, and prone to dropouts during bad weather or long line loops.

2. Telmex Infinitum vs. Competitors

• Totalplay
  • Reliability & Speed: Totalplay is often considered the darling for raw speed and bleeding-edge tech (like early Wi-Fi 7 rollouts) and generally performs great. However, some users report occasional neighborhood oversaturation or congestion during peak usage times.
  • The Bureaucracy: Official data from the federal consumer and telecom metrics (like the IFT Soy Usuario reports) actually show that Totalplay can rack up a higher rate of formal user complaints per 100,000 subscribers than Telmex, and canceling Totalplay contracts is notoriously frustrating.
• Izzi (TelevisaUnivision)
  • Reliability: Izzi relies heavily on a mixed bag of hybrid fiber-coaxial (cable) and pure fiber. Their coaxial cable infrastructure is notorious for dropping out or suffering from high latency spikes, especially during heavy rainstorms. Their fiber infrastructure is much better, but customer service response times for repairs can be a coin toss depending on the city.
• Megacable
  • Reliability: Highly regional. In some states and cities, they are praised for good value, while in others (and parts of the State of Mexico/CDMX), users report frequent intermittency and fluctuating speeds.

3. Pros and Cons of Telmex Infinitum Reliability

• The Good:
  • National Footprint: Telmex has the widest coverage in Mexico, reaching small towns and rural areas where Totalplay or Izzi won't bother to build infrastructure.
  • Public IP: Unlike many competitors that hand out CGNAT/private dynamic IPs, Telmex still routinely provides a dynamic public IPv4, making it far superior for remote access, gaming NAT types, and home servers.
  • Fewer Surprises: Once connected via fiber, it tends to just "work" for years without unexpected throttling or hidden fair-use caps.
• The Bad:
  • Customer Service: Telmex’s Achilles' heel remains its customer support. Getting a human to fix an outage or handle a line break at a residential address can take days, and dealing with billing issues can be a bureaucratic headache.

Verdict

If Infinitum Fiber is available at your specific address, Telmex is widely regarded as one of the most stable and cost-effective choices in Mexico, often outperforming Izzi and matching (or beating) the consistency of Totalplay without aggressive throttling. However, if fiber isn't rolled out to your exact building/street yet, you should avoid it and look for a local fiber competitor.

If you'd like to narrow this down, let me know what city or neighborhood you are in so I can share what local users say about infrastructure quality in that specific area!

Telmex’s Infinitum service is generally considered reliable in Mexico, but highly dependent on your neighborhood and whether you have fiber optic service or older copper/DSL lines. Compared with competitors such as Totalplay, Megacable, and izzi, Telmex is usually a strong “safe choice” for coverage and stability, but it is not always the fastest or best-performing option.

A practical comparison:

Recent broadband experience measurements have placed Totalplay ahead of Telmex for some performance categories, while Telmex remains competitive in reliability and availability. internetencasa.mxinsights.opensignal.com Another analysis notes that Telmex’s biggest advantage is its extensive network and that experiences improve significantly in areas already converted to fiber.

Where Telmex Infinitum tends to be good:

• ✅ Fiber-to-the-home connections (especially 100 Mbps+ plans)
• ✅ Remote work, video calls, streaming, general household use
• ✅ Rural or smaller-city areas where alternatives are limited
• ✅ Users who value stable pricing and broad coverage

Where it tends to struggle:

• ❌ Areas still served by old copper lines
• ❌ Customers needing fast technical support after outages
• ❌ Users comparing raw speed against premium fiber providers

User reports also show the biggest complaints are usually not that Telmex is always down, but that repairs and customer service can be frustrating when something goes wrong.

Bottom line:
If your address has Telmex fiber, I would generally rank it among the better choices in Mexico—often close behind or competitive with Totalplay depending on the area. If it is old DSL/copper Infinitum, I would strongly consider another provider if fiber from a competitor is available.

If you tell me your city/colonia (or just the city) and whether the Telmex offer is fiber or DSL, I can give a more location-specific comparison.

Telmex’s Infinitum fiber-optic service is generally considered very stable and reliable , but its performance varies wildly depending on whether you are hooked up to pure fiber or legacy copper lines, as well as your specific neighborhood.

As the dominant broadband provider in Mexico (holding roughly 40% market share under América Móvil), Telmex has aggressively migrated the vast majority of its user base to Fiber-to-the-Home (FTTH) , making it a fierce competitor against major players like Totalplay, Izzi, and Megacable.

How Infinitum Compares on Reliability

• Telmex (Infinitum Fiber):
  • Pros: Once you are on a pure fiber connection, Telmex is arguably the most stable option with virtually no speed throttling or sudden mid-day drops. Unlike some competitors, Telmex generally avoids aggressive CGNAT restrictions, making it preferred for certain remote-work setups, VPNs, and gaming. Pricing is also historically stable without sudden unannounced hikes.
  • Cons: If fiber isn't available on your specific street and you are stuck on legacy copper (VDSL/DSL), performance drops off a cliff with high latency and poor upload speeds.
• Totalplay:
  • Pros: Frequently rated highest for raw speed, low latency, and modern fiber infrastructure, especially in major metro areas like CDMX, Guadalajara, and Monterrey. Customer response times for physical repairs can be remarkably fast.
  • Cons: Some users report bandwidth congestion or minor stability dips during peak hours due to overselling in dense apartment complexes. Higher tiers can also get expensive.
• Izzi & Megacable (Cable/HFC & Fiber):
  • Pros: Widespread urban and regional coverage with attractive multi-service TV/mobile bundles.
  • Cons: Traditional hybrid-fiber-coaxial (HFC) cable networks heavily favor download speeds over upload speeds, leading to less consistent quality during heavy multi-user upload/video conferencing loads. Customer service consistency is a common complaint across both.

The Real Catch: Location & Customer Service

In Mexico, your neighborhood dictates your provider quality far more than the brand name itself. Two houses down the street from each other can have completely different experiences depending on the local node capacity or state of the physical infrastructure.

• The Customer Service Hurdle: While Telmex’s actual network uptime on fiber is sturdy, getting a technician out when something does break (like a severed street cable) can be notoriously slow compared to nimble competitors like Totalplay.
• The Copper Warning: Before signing up for Infinitum, you must verify whether they are installing pure FTTH fiber-to-the-home or routing you through old copper pairs.

If you'd like to narrow this down, tell me:

• What city or neighborhood you are moving to or living in
• Whether you primarily need it for gaming, heavy remote work/video calls, or basic streaming

I can help you check what local infrastructure works best in that area!

Telmex's Infinitum can be very reliable, but its performance depends more on whether your address is served by fiber optic or older copper lines than on the brand alone.

Here's how it compares with other major Mexican providers:

Some important points:

• If you have Telmex fiber available: Infinitum is generally considered one of Mexico's strongest fixed internet services. Telmex has spent the last several years migrating customers to fiber, and by the end of 2025 about 91% of its broadband customers were already on fiber.
• If your home is still on copper (DSL): Reliability and speeds can be noticeably worse. Most complaints about Infinitum come from customers who haven't yet been upgraded to fiber.

Official complaint data also paints a nuanced picture. According to Mexico's telecommunications regulator statistics summarized by Expansión, Telmex's complaint rate is lower than Totalplay's, though higher than izzi's and Megacable's on a per-subscriber basis.

Another important factor is location. Broadband quality in Mexico varies significantly by neighborhood because providers use different local infrastructure. Community discussions consistently report that:

• Infinitum fiber can be extremely stable with low latency.
• Experiences can change dramatically just a few blocks away.
• Asking nearby neighbors often predicts your experience better than national rankings.

Customer service

One area where Telmex receives frequent criticism is technical support and repair times. Many users report long waits for technician visits or slow resolution of outages, even when they're satisfied with the internet performance itself.

Overall

If your address has fiber:

• Reliability: ★★★★☆ (4–4.5/5)
• Speed: ★★★★★
• Value: ★★★★★

If only DSL/copper is available:

• Reliability: ★★☆☆☆
• Speed: ★★☆☆☆
• You may be better off with a cable or fiber provider if one serves your area.

If you're choosing between Telmex, Totalplay, izzi, or Megacable for a specific city or neighborhood, I can provide a more targeted comparison based on local coverage and user experiences.

When evaluating the reliability of Telmex Infinitum compared to other major internet service providers in Mexico (Totalplay, izzi , and Megacable ), the single most important factor is the underlying technology in your specific neighborhood.

An overview of how Telmex stacks up regarding reliability highlights key differences:

1. Telmex Infinitum (Fiber Optic vs. Legacy Copper)

• The Fiber Experience: Where Telmex has deployed true FTTH (Fiber-to-the-Home) , Infinitum is exceptionally stable, offers symmetrical speeds (equal upload and download), and handles heavy demands like streaming and gaming with low latency. Users on modern Telmex fiber lines frequently report fewer outages and consistent performance.
• The Copper/DSL Legacy: Telmex still services older or more rural zones using legacy copper phone lines (ADSL). If you are stuck on a copper line, reliability drops drastically, speeds are severely limited, and the connection is prone to interference and dropouts.
• The Verdict: If you can get Telmex fiber optic , it is widely considered one of the best value-for-money and most stable connections in Mexico. If it's copper, it struggles to compete.

2. Telmex vs. Totalplay

• Performance Leader: Totalplay is frequently ranked by performance trackers (like Ookla and Opensignal) as the overall leader in raw download speeds, upload performance, and lower gaming latency, heavily backed by a pure fiber infrastructure.
• Reliability Comparison: Totalplay is extremely robust in major urban areas (like Mexico City, Monterrey, and Guadalajara). However, some users note that during peak saturation times or network over-subscription in certain blocks, Totalplay can experience micro-intermittencies. Telmex fiber often wins points for sheer long-term consistency once it is locked in, though Totalplay generally offers a flashier, faster out-of-the-box tier.

3. Telmex vs. izzi and Megacable

• Infrastructure Mix: Both izzi (Televisa) and Megacable rely heavily on Hybrid Fiber-Coaxial (HFC) cable networks, though they are actively upgrading to direct fiber in newer developments.
• Reliability Comparison: User consensus across urban forums strongly favors Telmex fiber or Totalplay over izzi and Megacable for pure stability. izzi and Megacable are notorious for fluctuating speeds during peak evening hours, and their customer service and sudden unannounced promotional price bumps receive frequent consumer complaints.

General Pros and Cons for Reliability

• Pros of Telmex: Widest national coverage in Mexico; exceptional stability on fiber; generally transparent pricing compared to competitors who hike bills.
• Cons of Telmex: Customer service can be an ordeal to deal with when something does break; older infrastructure still exists in patches; getting outdated modem/router hardware initially is common (often requiring you to bridge your own router for best Wi-Fi reliability).

If you want to narrow this down, let me know:

• What city or colonia are you looking to get service in?
• Do you know if Telmex fiber optic is specifically piped to that exact street?

Telmex’s Infinitum service is generally considered reliable, but not consistently the best-performing fixed internet option in Mexico. Its biggest strengths are coverage, network reach, and stability in many areas; its biggest weaknesses are customer support speed and the fact that performance depends heavily on whether your address has fiber optics or older copper-based service.

A rough comparison:

Recent independent measurements put Totalplay ahead overall for consistency and several performance categories, while Telmex remains one of the major national providers. Opensignal’s Mexico fixed broadband analysis found Totalplay leading its consistency metric, with comparisons focused on the largest providers including Telmex, izzi, Totalplay, and Megacable. insights.opensignal.com Other reporting based on regulatory complaint data has shown that the number of complaints per subscriber can vary significantly among providers, with Telmex not always ranking first for fewer proportional complaints.

Where Infinitum tends to be a good choice

• You have Telmex fiber (FTTH): this is usually a very solid service—low latency, good speeds, and fewer issues than old telephone-line DSL.
• You live outside major urban areas: Telmex often has coverage where newer fiber competitors do not.
• You value a mature network: Telmex’s infrastructure footprint is one of the largest in Mexico.

Where it may disappoint

• Old copper/ADSL service: speeds and reliability can be much worse than fiber competitors.
• Technical support during outages: many users report that getting a repair visit can take longer than with some competitors.
• Heavy gaming or upload-intensive work: a fiber competitor may offer better latency or upload performance if available.

Practical recommendation

If you are choosing today:

1. Check whether your exact address has Telmex fiber. If yes, Infinitum is usually a safe choice.
2. If available, compare it against Totalplay fiber—it often wins on raw performance and consistency.
3. Ask neighbors in your building/street. In Mexico, the quality difference between two neighborhoods using the same provider can be larger than the difference between brands.

If you tell me your city/colonia in Mexico and the Infinitum speed plan you’re considering, I can give a more location-specific comparison.