--- title: "Movistar slow internet in Spain: tests, evidence and complaints · Kilobat Guides" url: "https://kilobat.app/guides/movistar-router-slow-internet-complaint" description: "Movistar internet slow or dropping out in Spain? Check equipment, compare tests, keep evidence and follow the complaint route." --- # Movistar slow internet in Spain: tests, evidence and complaints If your Movistar connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation. Applies to: Router Movistar WiFi 7 and Router Smart WiFi 6 (menus as of 2026); earlier Router Smart WiFi (HGU) models also work with the app. Smart WiFi app for iOS and Android. The Spanish labels are given with an English gloss. · Checked: 3 November 2026 ## When this helps - You use Movistar in Spain. - Your connection is slower than expected, drops out or performs badly at certain times. ## Check your Router Smart WiFi These checks apply to Router Smart WiFi. Check the model before following its menus. 1. Look at the **Internet** light; steady blue means the connection works. 2. Blinking red points to the fibre cable; steady red means a router or firmware fault. 3. On the Router Movistar WiFi 7, open `http://192.168.1.1/led` for a live view of the lights; it needs no password. 4. In the app, go to **Mi Red › Herramientas WiFi › Test de rendimiento** (Performance test) to measure speeds. ## Separate the service from your home Wi-Fi For the exact settings and supported equipment, see [the Router Smart WiFi guide](https://kilobat.app/routers/movistar-router). Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service. 1. Compare a wired connection to the router with Wi-Fi on the same device. 2. Repeat the same test server during the slowdown and at a quieter time. 3. Record download, upload, latency and whether another household device was using the connection. ## How to complain to Movistar Use [Movistar’s official support](https://www.movistar.es/atencion-cliente/smart-wifi) to report the fault. Request a formal complaint reference if it remains unresolved. Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response. Check the complaints procedure in your Spain service contract before escalating. Use the national regulator’s consumer guidance for your service. ## Official credit or compensation information [Check Movistar’s published claim or compensation route](https://www.movistar.es). Review its current conditions for the fault you experienced. A total loss of service, intermittent faults and slow speeds can follow different rules. A report does not establish eligibility by itself. ## Your local escalation route Complain to the operator first. If its answer is unsatisfactory or no answer arrives within one month, check the telecom-user office’s procedure. The office states a three-month submission deadline from the operator’s response or the end of its one-month response period. [Spain’s telecom-user complaint office](https://usuariosteleco.digital.gob.es/te-interesa/preguntas-frecuentes?faq=%27Reclamaciones%27) lists the conditions and application route. ## Collect the evidence with Kilobat On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing. The basic report export is free. [Kilobat Pro’s complaint wizard](https://kilobat.app/internet-complaint) helps assemble your evidence, impact and requested resolution into a draft you review and send. Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure. ## Sources - [Movistar: App Smart WiFi (ayuda y preguntas frecuentes)](https://www.movistar.es/atencion-cliente/smart-wifi) - [Movistar: WiFi y WiFi para invitados](https://www.movistar.es/atencion-cliente/wifi) - [Movistar: Mi router Movistar no funciona](https://www.movistar.es/atencion-cliente/router-no-funciona) - [Movistar: Qué significan las luces del router Movistar](https://www.movistar.es/atencion-cliente/luces-router) - [Movistar: Configura tu router](https://www.movistar.es/atencion-cliente/configurar-router) - [Movistar: Router Movistar WiFi 7 (especificaciones y preguntas frecuentes)](https://www.movistar.es/equipamiento/router-smart-wifi-7/) - [Movistar: Manual de usuario Router Movistar WiFi 7 (Askey RTF8316VW), PDF](https://prod.adb.col.movistar.es/content/dam/movistar/manuales/equipamiento-hogar/Manual_Router_Movistar_WiFi_7_RTF8316.pdf) - [Movistar: Manual Router Smart WiFi 6 (Askey RTF8225VW), PDF](https://prod.adb.col.movistar.es/content/dam/movistar/manuales/equipamiento-hogar/manual-router-smart-wifi-6-askey-rtf8225vw.pdf) - [Movistar: Guía de autoinstalación Router Movistar WiFi 7, PDF](https://prod.adb.col.movistar.es/content/dam/movistar/manuales/equipamiento-hogar/Guia_autoinstalacion_RouterMovistarWiFi7.pdf) - [Movistar: Amplificador Movistar WiFi 7](https://www.movistar.es/equipamiento/amplificador-movistar-wifi-7/) - [Movistar: Manuales de equipos](https://www.movistar.es/atencion-cliente/manuales) - [Movistar: claim or compensation information](https://www.movistar.es) - [Spain’s telecom-user complaint office](https://usuariosteleco.digital.gob.es/te-interesa/preguntas-frecuentes?faq=%27Reclamaciones%27) Checked on 3 November 2026. ## Related guides - [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point. - [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first. - [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.