Coverage
InterNexa network

Questions frequent

1. About InterNexa

• What is InterNexa and what kind of services does it offer?

  InterNexa is a wholesale operator of connectivity services and infrastructure, especially in urban and interurban fiber optics and Datacenter integration.

• Who owns InterNexa?

  InterNexa is a national mixed economy company, with a public participation of more than 50% of the State through ISA, today part of the Ecopetrol Group, which controls 51.4% of the shares of ISA, which in turn controls 99.49% of Interconexión Eléctrica S.A. E.S.P., which controls 54.3% of InterNexa.

• What does it mean to be a wholesale telecommunications operator, like InterNexa?

  As a wholesale operator, we provide telecommunications infrastructure and services to other companies, which in turn offer services to the end consumer, focusing on the quality and expansion of the network infrastructure. Read more about this here: https://blog.internexa.com/es/beneficios-de-contratar-un-proveedor-mayorista-de-conectividad

• Does InterNexa provide residential internet services?

  No, InterNexa does not offer residential internet services directly to end consumers. Our focus is on wholesale and corporate solutions.

• About the ConectiVIDAd project to change lives

  ConectiVIDAd to change lives is a project led by the Ministry of Information Technologies and Communications that will bring broadband Internet to 175 municipalities located in the departments of Antioquia (Urabá region), Cauca, Chocó, Nariño, Valle del Cauca and La Guajira, municipalities with an Internet penetration of less than 12%.

  In order to improve the availability of telecommunications services in these municipalities, InterNexa will strengthen the existing backbone networks and will build new networks in the municipalities or sections where they do not currently exist.

  With the integration of local Internet Service Providers, approximately 384,000 households in strata 1 and 2, connectivity communities and public educational institutions will be connected to broadband Internet.

  InterNexa has the role of articulator within the project. This means that it is in charge of ensuring that each actor that is part of the project contributes from its competencies. In addition, it is responsible for formulating the best scheme to strengthen the backbone networks to reach the municipal capitals, and together with the Internet Service Providers (ISP) as service providers to the end customer and other actors of our ecosystem, allow the Ministry to meet its goal of reaching homes with broadband Internet. For detailed information about the project click here: https://www.internexa.com/cpcv

• About the interadministrative contracts signed by InterNexa

  In Colombia there is a direct contracting selection modality, as established and authorized by Law 1150 of 2007, Article 2:
  (...) Direct contracting. The direct contracting selection modality will only proceed in the following cases:
  Interadministrative contracts, provided that the obligations arising therefrom are directly related to the purpose of the executing entity indicated in the law or its regulations.

  InterNexa is a State entity with a mixed economy nature, with a public participation of the State of more than 50%. Consequently, it is empowered by the same law to enter into inter-administrative agreements and contracts. Likewise, InterNexa's main corporate purpose is the provision of networks and the rendering of services to the public.
  provision of networks and the rendering and commercialization of telecommunication services.

  Thus, being able to enter into inter-administrative agreements and given the experience of more than 20 years, projects such as the MinTic project: ConectiVIDAd to change lives, another with the National Planning Department, the National Savings Fund and Empresa de Energía de Bogotá, among others, stand out.

2. Clients, services and solutions

• What segments or types of customers does InterNexa serve?

  InterNexa specializes in offering telecommunications and connectivity solutions to various market segments, focusing mainly on:

  • Internet service providers (ISP): internet service providers to the end user.
  • Over the top (OTT) companies: service providers through platforms that offer Internet services to the end user.
  • Mining and energy sector companies: companies in the electricity, mining and hydrocarbons subsectors.
  • Telecommunications operators: telecommunications companies that offer the B2B and B2C segment services such as telephony, internet and/or television, through their own or third-party infrastructure.
  • Integrators: companies that integrate connectivity services to offer complete technology solutions to corporate clients.
  • Government: central government and entities that belong to it.
• What solutions or services does InterNexa offer?

  InterNexa divides its services into two categories:

  Connectivity and Infrastructure:

  Connectivity refers to essential services that facilitate the efficient and secure transmission of large volumes of data between geographically dispersed locations. These services are crucial for linking networks, data centers and business sites. They include solutions that not only provide access to the vast global information network known as the Internet, but also ensure a direct and continuous connection. These solutions enable the seamless exchange of data between various networks and cloud platforms.

  Within this category are key services such as dedicated Internet access, IP transit, direct connectivity to the cloud, Ethernet services, Wavelength and optical spectrum, among others.

  And infrastructure services refers to the provision of services that include the construction and rental of fiber optic networks in both urban and interurban environments, as well as the availability of space in our telecommunications nodes and Datacenter in Bogota and Medellin. All this is offered under the principle of neutrality, ensuring equal and non-discriminatory access to the different operators, ISPs and OTTs.

• Does InterNexa offer international connectivity solutions?

  Yes, we provide international connectivity through dedicated links that ensure fast and secure global communications for companies with operations in Colombia, Peru and the United States.

• How are bandwidth or speed requirements handled at InterNexa?

  We adjust bandwidth according to the specific needs of each client, with flexible and scalable options to adapt to any data requirement.

• What is a dedicated channel and what are its advantages?

  A dedicated channel, in the context of telecommunications services, refers to a private and exclusive network connection that is not shared with other customers.

  The main advantages of dedicated channels include increased security, as data travels over a dedicated infrastructure for the customer, minimizing exposure to external threats.

  In addition, these channels offer consistent performance without fluctuations in connection speed, which is ideal for critical applications that require high availability and low latency, such as live streaming, videoconferencing communications and the transfer of large volumes of data.

• What is a symmetrical speed channel and how does it benefit companies?

  A symmetrical speed channel is a type of internet connection where the upload and download speeds are equal.

  This type of channel is especially beneficial for companies that perform a significant amount of upload activities, such as server hosting, video conferencing and cloud backup.

  The symmetrical speed ensures that critical operations are performed without delay or interruption, providing a more efficient and reliable connectivity experience.

• Does InterNexa have the capacity to connect multiple data centers in different regions?

  Yes, we offer interconnection services covering a wide network of data centers located in various regions. This allows customers to maintain the continuity of their operations and optimize the performance of their applications through a strategically positioned geographic distribution network. To learn more about this service click here: https://www.internexa.com/es-co/ott/interconexion-datacenter

3. Technology and performance

• What is a high availability fiber optic network?

  A high-availability fiber optic network is a communications infrastructure designed to ensure continuous, uninterrupted service. It uses multiple fiber paths and redundancy technologies to ensure that, even in the event of a failure in one part of the network, data traffic can be rerouted and remain operational. This configuration is ideal for critical applications where service continuity is essential, such as financial operations, e-health services, and e-commerce platforms, providing stable and reliable connections with minimal interruptions.

• What is latency and how does it affect network connections?

  Latency is the time it takes for a data packet to travel from its source to its destination. It primarily affects activities that rely on real-time response, such as VoIP calls, online gaming and video conferencing. Low latency is crucial to ensure a smooth and uninterrupted user experience in these applications.

• What is jitter and what are its effects?

  Jitter or latency variability refers to the variation in the arrival time of data packets. In data networks, high jitter can cause problems such as distortions in voice or video calls, and difficulties in real-time data transmission. Jitter minimization is essential to maintain the quality of audio and video transmissions.

• What does packet loss in a network mean and how can it affect business operations?

  Packet loss occurs when one or more data packets do not reach their destination. This can result in visible disruptions such as freezing images in video conferences, slow loading of web pages or interruptions in file transmission. Effective solutions to reduce packet loss are critical to ensure the integrity and efficiency of communication and network operations in enterprises.

• What is availability in terms of connectivity and data center services? How is it measured?

  Availability refers to the percentage of time that a service is operational and accessible without interruption. In the context of connectivity services, availability is a critical indicator of service reliability and efficiency. It is generally measured in percentages. High availability is essential for businesses that depend on continuous access to online resources and critical applications.

• Where can I find the availability levels offered by InterNexa?

  In InterNexa the SLAs or SLAs are part of our commercial offer, and you can find them in the commercial offer that we send to our customers as an annex to the offer, and are defined depending on the topology or design of the service offered.

• What is a Service Level Agreement (SLA) and how important is it for InterNexa's customers?

  A Service Level Agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will deliver and defines the service standards to be met, such as levels of availability, performance, and response in case of problems. SLAs are critical because they establish clear expectations between the provider and the customer, ensuring a mutual understanding of services, procedures for handling problems, and compensation in the event that agreed-upon standards are not met.

4. Contact and support

• What are the contact channels available to communicate with InterNexa?

  InterNexa offers several contact channels to ensure that our customers and interested users can easily reach us, and they are
  differentiated for our customers and for the rest of the public:

  Contact channels for our customers, where they can report their requests, attention and other issues related to their contract and where they will
  will be attended by our customer service team:

  Phone: Customer support Spanish - English: 018000 914 543 - +57 604 3157000

  Exclusive customer portal: You can access with username and passwords that can be requested through your experience engineer or through
  support hotline

  Contact channels for the general public:

  • Phone: People can call us at the following phone numbers to speak directly with our collaborators:

    - Medellin, Colombia: T +57 604 317 1111

    - Lima, Peru: T +51(1) 743 0505

    - Santiago de Chile, Chile: T +562 2386 3100

  • Email: For general inquiries, support or additional information, you can write to us at equipomercadeo@internexa.com

  • Contact Form: On our website, you will also find a contact form where you can leave your query and your details so we can get back to you as soon as possible. https://www.internexa.com/es-co/contacto

  • Social Networks: Follow us and contact us through our social networks to get updates and solve your doubts.

    - Facebook: https://www.facebook.com/InterNexa

    - Instagram: https://www.instagram.com/internexa_/

    - Linkedln: https://www.linkedin.com/company/internexa/

    - Youtube: https://www.youtube.com/user/CanalINTERNEXA

• What are the contact channels available to report a service failure?

  To report faults, customers can use our support phone number or the customer portal, all available 24/7.

  Phone: Customer Support Spanish - English: 018000 914 543 - +57 604 3157000

  Exclusive customer portal: Accessed with username and passwords that can be requested through your experience engineer or through the support phone line.

• What are the contact channels if I want to contract a service with InterNexa?

  To contract services, we have a sales team accessible by phone, email, contact form on our website.

• Does InterNexa have commercial channels offering its solutions?

  Yes, InterNexa has authorized indirect channels that commercialize our services, to see which are the authorized channels click here: https://www.internexa.com/es-co/quienes-somos

• Where can I file a request, complaint or grievance related to InterNexa services?

  If you have any request, complaint or claim about our services, we invite you to communicate with us through our website, ensuring an effective and timely response:

  Website: You can access our PQRS portal here: https://www.internexa.com/procedimento-pqr?hsLang=es-co