Slow internet in Brazil: Vivo, Claro, TIM and Anatel complaints
In Brazil, keep the provider’s complaint protocol. If ordinary support does not resolve the problem, use the operator’s ouvidoria before escalating to Anatel.
When this helps
- Your broadband service is in Brazil.
- A speed or reliability problem remains unresolved.
Test the connection you actually use
Record your plan wording, download and upload results, and the dates of slow or interrupted service.
Compare Ethernet with Wi-Fi on the same device and keep the conditions with each result.
Use Anatel Qualidade or Brasil Banda Larga when following Anatel’s measurement guidance.
Find your operator’s ouvidoria
Anatel’s provider directory lists these ombudsman contacts. Use them after the initial support channel fails or its response period expires.
| Provider | Ouvidoria telephone |
|---|---|
| Vivo | 0800 775 1212 |
| Claro | 0800 701 0180 |
| TIM | 0800 882 0041 |
When to use Anatel Consumidor
Keep the initial protocol and the separate ouvidoria protocol. Anatel’s current guidance gives the ouvidoria ten calendar days to address the demand.
Check Anatel’s conditions if the response is unsatisfactory, the period expires, or you cannot obtain service or a protocol.
The operator’s ouvidoria handles customer disputes. Anatel’s own ouvidoria concerns the agency’s services; it is a different channel.
Complaint figures and speed results answer different questions
Anatel’s quality information distinguishes complaints from measured performance. Use the stated period and service category when comparing operators.
For your complaint, keep your own tests, plan wording and provider replies. A national score cannot establish the speed delivered to your home.
Prepare the evidence and the message
Use the free complaint template with your notes and test results.
On a Mac, Kilobat Pro’s complaint wizard helps assemble a reviewed draft. Basic support-report export remains free.
Sources
Checked on 3 November 2026.