By Brazil Stock Guide – Brazil’s telecommunications regulator has approved a compliance plan submitted by Vivo, the local unit of Telefônica Brasil SA (VIVT3.SA, VIV US), after identifying irregular practices in the company’s fixed broadband offerings.
The decision follows a market monitoring process under Brazil’s updated consumer rights framework for telecom services. The National Telecommunications Agency, known as Anatel, said it accepted the plan on Tuesday (28), in response to a formal notification issued to the operator in November 2025.
According to Anatel, the review identified three main problems in Vivo’s commercial offers. These included a lack of transparency in advertised internet speeds due to the use of large “bonus” speed packages, the early or improper suspension of services in cases of late payment, and the use of so-called “bonified adhesion,” a mechanism that resulted in undeclared customer lock-in.
After examining the initial proposal, the regulator requested changes, which were implemented by the company. One of the key adjustments was the removal of bonus speeds tied to customer payment status. Under the new terms, Vivo will no longer be allowed to market broadband plans in which most of the contracted speed could be withdrawn if a customer becomes temporarily delinquent.
Anatel also required the elimination of indirect or hidden loyalty mechanisms. Any offer that includes a commitment period must now be clearly identified as a plan with customer lock-in, in line with Brazil’s General Regulation of Consumer Rights. Such offers must transparently disclose both the benefits provided and the conditions required for customers to remain under contract.
The regulator said procedures related to service suspension for nonpayment were also revised. Under the approved plan, customers must be informed of overdue bills and the potential consequences once payment is missed, and any suspension of service may only take place at least 15 days after the customer has been formally notified.
Vivo also committed to replacing the broadband plans that drew regulatory criticism with new commercial offers aligned with the updated rules. These measures, Anatel said, are part of broader efforts to strengthen consumer protection, improve transparency and ensure predictability in Brazil’s telecom market. The agency said it will continue to monitor the company’s compliance and oversee market practices on an ongoing basis.
Leave a Reply