The implementation of the Telephony Registry impacts the operation of Telcel, which only added 91,000 postpaid users and lost 482,000 prepaid lines in the first quarter of 2026. Citizen distrust in the delivery of personal data causes a critical slowdown in customer acquisition.
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Crisis in user acquisition and massive prepaid disconnection
The first quarter of 2026 marks a turning point for Telcel due to user resistance to the new regulatory framework. The América Móvil subsidiary reported the addition of just 92,000 new users, a figure that represents only 27% of the growth obtained in the last quarter of 2025. This phenomenon is directly attributed to the policies of the Telecommunications Regulatory Commission (CRT) on linking telephone lines with personal data.
The most severe drop is located in the prepaid segment, where the company experienced the disconnection of 482,000 customers. Despite these figures, the company’s total mobile subscriber base closed at 84.3 million, which represents a marginal annual growth of 0.4%. Compliance with the regulations, which came into force on January 9, establishes June 30 as the deadline for registration; Otherwise, the lines will be limited exclusively to emergency services.
Citizen reluctance and progress in registration with the regulator
Official CRT data, updated as of April 19, reveal the magnitude of the operational challenge:
- Lines linked nationwide: 30.2 million.
- Telcel’s participation in the registry: 19% of the total linked.
- Registered Telcel customers: 5.7 million users.
The disproportion between the total customer base and those who have completed the procedure shows a deep distrust. Telecommunications sector experts indicate that the policy lacks a solid justification for the end user, generating uncertainty about privacy and the processing of personal data. This confusion translates into operational paralysis for attracting new contracts and retaining current users.
Mitigation strategies and national communication campaign
Given the possibility of a massive loss of clients upon expiration of the legal period, the CRT began a mass communication campaign to encourage registration. The deployment of information uses official times and covers various fronts:
- Digital platforms: Social networks and government websites.
- Traditional channels: State and commercial mass media.
- Public infrastructure: Advertising in transportation systems such as Metro and Metrobús.
- Contact points: Direct collaboration with telecommunications operators.
Financial performance in the face of regulatory pressure
Despite the difficulties in managing the user base, Telcel’s financial indicators maintained a positive trend during the first quarter of the year. Total revenues amounted to 83,307 million pesos, which represents an increase of 5.1%, driven mainly by a 3.5% increase in the sale of services.
Profitability also showed operational strength:
- Net benefits: 27,880 million pesos (7.7% increase).
- Operating Flow (EBITDA): 36,484 million pesos (6% increase).
These figures suggest that, although telephone registration slows down the expansion of the customer base and causes prepaid disconnections, service consumption and cost efficiency allow the company’s economic growth to be sustained temporarily while the regulatory conflict is resolved.
