About (our) Internet Service in Cuenca Ecuador UPDATED 2016

Update January 2016 - ok so here we are giving our readers an update about (ETAPA) Internet four plus years later! This article was first published on 9/16/2011 and we have to say that back then the Internet stunk. It was not reliable at all. Well there have been some changes...keep reading to find out what's happening with ETAPA Internet Service.

Note: all new updates will be in red text.   

New Update December 2011 - Our Internet still periodically cuts out several times a day for about 5 minutes at a time. We do not have the other issue of it cutting off at 6pm and never returning, but last night it did cut off and we had no Internet for the rest of the evening. I've heard conflicting reports about the other 3 Internet service companies in Cuenca, so unfortunately, we're not able to recommend an Internet company at this time. 

Update 2016 - We have heard good things about 'TV Cable' but we do not have any personal experience with them. We were going to try them when we were having so many connectivity issues but our Internet with ETAPA suddenly got better and we still use ETAPA today.

View of Cuenca from Turi

When we first arrived in Cuenca we were told by gringos that have lived here for two years that Etapa Internet was good Internet, so we jumped on the band wagon and went with Etapa. We’re new here and we didn’t even know the names of any Internet service providers when we first got here.  

We pay $72 a month for Internet that never stays connected for three hours at a time. It cuts off and then comes back on; it cuts out and then comes back on, and this goes on for the rest of the day. Lately, it has completely cut off at around 6:15 pm every single day. This means if you use Etapa there is no Internet after 6:15 pm.  Perhaps it is only bad wiring but perhaps it is just a bad Internet provider? Perhaps it is just in our area. We do not live downtown.

Update 2016 - want to hear something funny. Back in late part of 2011 were having such bad internet that we decided to downgrade our service with ETAPA to the next lowest speed since that was the speed we were getting anyway, and the Internet got faster! ONLY in Ecuador, yeah?

We cannot stream videos and when the Internet cuts out we get cut off from the people we are talking with on the phone. If you have seen our video “12 annoying things about Cuenca Ecuador” one of our annoyances is our Internet. Right now as I write this blog post the Internet is not working and my email is not coming in. The last four evenings in a row the Internet has completely cut off at 6:15 pm or there about and we have no Internet connection whatsoever. 

Update 2016 - the Internet rarely if ever goes out all evening anymore...that stopped years ago, however once in awhile it does cut out for about a minute or so but it always comes right back and usually stays connected for the rest of the day.

We can stream videos, Netflix and YouTube most of the time. If the connection seems to be a bit slow we just lower the quality on the video using the cog wheel on the right bottom and it begins to stream again...we don't like doing this but sometimes you have to. 

Since this time, we have asked local Cuecanos what is the best Internet here in Cuenca and most people say TV Cable is the best Internet in Cuenca.

We really like Cuenca but we really do not like the Internet that we are now using. We are going to try this new Internet service called TV Cable and we’ll let you know how that works. It can get pretty frustrating when you are trying to upload a video and the internet cuts out, or if you are on the phone talking long distance with family and the Internet cuts out. We completely stopped even trying to stream Hulu movies. 

Update 2016 - Again, ETAPA is 90% better with connectivity as well as service. they come out now within 24 hours on Monday through Friday and they even have a representative call back after the techs were out to make sure the problem was resolved. Pretty good service. 

Today we took a complaint letter, written in Spanish to Etapa.  We want to let them know before we change Internet service providers why we are leaving their services and going with another provider. Etapa very much needs to know that their Internet service is terrible.  We went to the main Etapa building downtown Cuenca and they read our complaint and then sent us to a different address and building where they deal with these types of complaints from customers. So we still need to go talk to the director of Etapa, hand him our letter, and nicely let him know why we are switching Internet providers. We’ll of course keep you all posted on what happens next with this. If you would like to read the letter to the Director of Etapa here it is below.

***************

15 Septiembre, 2011-09-15

Estimado Etapa Direttor:

     Yo estoy pagando por la máxima velocidad de internet que usted tiene para la venta. Estoy pagando $ 72 dólares al mes.
     Creo que usted debe saber que el internet no vale la pena el precio. Cada día que no funciona correctamente.     Cada día el Internet deja de funcionar varias veces al día.Ahora deja de funcionar todas las noches después de las 6pm y no vuelve a funcionar durante toda la noche.     ¿Por qué pagamos 72 dólares al mes por algo que no funciona entre un tercio y la mitad del tiempo?
     Vamos a buscar una compañía diferente. Cuando nos encontramos con uno que funcione como debe ser, vamos a comprar ese servicio.
     Pensé que usted debe saber por qué está perdiendo clientes. Por ahora vamos a mantener su servicio.Muchas gracias por escuchar, y tener un buen día.

Saludos
Franco and family

In Ingles:

Dear Etapa Director:

     I am paying for the highest speed of internet that you have for sale. I am paying $72 dollars a month.

I think you should know that the internet is not worth the price. Every day It does not work properly.

Every day the internet stops working several times a day. Now it stops working every night after 6pm and does not work again for the entire evening.

     Why do we pay $72 a month for something that does not work one third to one half of the time?

We will be looking for a different company. When we find one that works as it should, we will buy that service .

     I thought you should know why you are losing customers. For now we will keep your service.

Thank you very much for listening, and have a nice day.

Regards,

Frank and Family
***********************

There is light at the end of the tunnel, however. There are four different Internet service providers in Cuenca. No worries. We will be signing up with TV Cable soon. And we will continue to let our readers know what our annoyances are because through us you can become more enlightened to services here and be more prepared when you come here.   

We will continue to update you with our experiences and what we have observed here in Cuenca Ecuador—we’re not going anywhere—it’s great here—Cuenca is a beautiful country with beautiful people! 

Update January 2016 - Here are the four Internet Service providers in Cuenca Ecuador.

ETAPA - http://www.etapa.net.ec/
TV CABLE - https://www.grupotvcable.com/
PUNTONET - http://www.puntonet.ec/ 
CNT - https://www.cnt.gob.ec/internet/

Until we write again.

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We're an Expat Family of Five, Living Frugal, Healthy and Happy Abroad. We live in Cuenca, Ecuador and travel the Ecuador coast whenever we get a chance. We just adventured throughout the country of Panama for five weeks! Come along and enjoy some of our experiences with us!