EETT announces that from November 25, 2020, its provisions will enter into force National Open Internet Regulation (EKAD) for speeds in fixed networks.
Οi access service providers Internet will now inform fixed network subscribers about the realistically expected connection speeds of their connection, and not just the rated and advertised speeds.
In particular, fixed access network providers are required to inform subscribers of the minimum, maximum and normally available speed expected at their connection. The information concerns both the new subscribers and the existing subscribers of a provider.
Thus, a new subscriber will be able, in the context of pre-contractual information, to receive information about the speeds he can expect at his connection, before signing the contract. The information will be provided both from the stores and from the website or the telephone service lines of the provider. Similarly, an existing subscriber will be able to be informed of connection speeds either by telephone or from the provider's website (eg via their personal account on the provider's website).
The information about the connection speeds is part of the terms of the contract, while the subscriber acquires the right to compensations or corrections in case of continuous or repeated negative deviations from the minimum speed. Examples of possible reparations or compensations are the discount on the bill, the possibility of choosing a package with a lower nominal speed, the return of part or all of the asset, or a combination of these. In case of deviations of more than 30% for ADSL networks and 20% for the other technologies (eg VDSL, Fiber To The Home-FTTH) from the value of the minimum speed for which it was informed, the subscriber acquires the right to indemnify of the contract, if the problem is not corrected within 30 days (with the exception of the subscriber's obligations for the payment of any balances of equipment or terminal equipment or construction of a connection to the network).
The submission of complaints by subscribers for deviations from the minimum speed, will be done through the customer service of each company and a complaint control process will be initiated, which may include measurements by subscribers, based on the measuring tools. provided by each company / provider. Providers will also update the prices of connection speeds at least once a year and subscribers will have the right to terminate the contract if the speeds already provided are downgraded.
Subscribers can contact the providers for more detailed information about the new procedures, as well as search for more information on the following ISP providers' websites:
- Cosmote: https://www.cosmote.gr/cs/cosmote/gr/anoikto_diadiktyo.html
- Not going: https://www.nova.gr/el/politiki-anoiktou-diadiktiou
- Vodafone: https://www.vodafone.gr/vodafone-ellados/oroi-ypiresion-prosvasis-sto-diadiktyo/
- Wind: https://www.wind.gr/gr/netneutrality/
In addition, there will be personalized information to existing subscribers about changes to the terms of the contract, through their account or via SMS or e-mail.
The relevant provisions, which are implemented, are described in detail in article 7 of Chapter B, as well as in Chapters C and D of EKAD. The full text of EKAD is available here.
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