Customer Service – Procedures and Rights

RP Wifi is committed to providing transparent, efficient, and fair service to all users.
This Code of Commercial Practices outlines the procedures applicable to all customer service matters:

  1. Inquiries and Clarifications
    You can reach our customer service center via phone, WhatsApp, or email.
  • MX: +52 638 107 1298
  • US: +1 520 432 0202
  • WhatsApp: Available 24/7
  • Email: info@rpwifi.net

Each request is logged with a case number for proper tracking.

  1. Service Failure Reports
    If your internet service is interrupted, report the issue using any of the above channels.
    You’ll receive a case number and updates until resolution.
  2. Cancellations
    Service cancellations may be requested by email or phone by the account holder.
    No penalties apply if the account has no outstanding balance.
  3. Credits and Refunds
    If service is interrupted for more than 24 hours due to a failure attributable to RP Wifi, users are entitled to a proportional credit or refund in accordance with current regulations.
  4. Equipment Replacement
    Defective equipment will be replaced at no cost, provided the damage was not caused by misuse.
  5. Dispute Mediation
    In case of disagreement, users may request mediation directly with RP Wifi or file a complaint before PROFECO or the Federal Telecommunications Institute (IFT) in compliance with condition 10 of the Concession Title.
  6. Complaint Tracking
    Users can check the status of their complaint using their case number via WhatsApp or email.
  7. Business Hours
    Monday–Saturday: 9:00 AM–6:00 PM
    Sunday: automated or recorded message assistance.

Notice: Service availability depends on technical feasibility within the coverage area.

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