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Has the internet crashed or is it slow? You are entitled to compensation

Ο A new regulation of the National Telecommunications and Post Commission for the open Internet, which will enter into force soon, will define the process of redress and compensation to consumers in cases of deviation in Internet speeds, giving a significant weapon to consumers who see do not enjoy.

Nevertheless, eight months will be given to the service providers to incorporate in the terms of provision / use of the services the information related to the assessment and publication of speeds or other quality parameters.

The regulation seeks to address the issue of divergences in Internet speeds, which is the most common point of friction between consumers and Internet service providers.

As examples of fixed or mobile network repairs or compensations, EETT mentions:

  • Discount on the account.
  • Possibility to terminate the contract free of charge.
  • Return of part or all of the fixed asset.
  • Possibility (for fixed network subscribers) to select a package with a lower nominal speed of receiving and / or sending data closer to the speed that can be achieved realistically (if such a package exists) without having to pay a fee for early termination. This feature should also be enabled between different connection technologies (eg from VDSL to ADSL).
  • Combination of the above.

According to the regulation, providers must consider any complaint or complaint of a subscriber and indicate in the terms of provision / use of the services the reparations or compensations that the subscribers are entitled to in case of continuous or repeated negative deviations ταχύfrom speed specified in the supply conditions and depending on the size of the deviation.

Specifically, they are required to make corrections in the event of performance deviations from the specified minimum speed for fixed network subscribers and from the stated maximum speed for mobile network subscribers. They also provide early warning to the user, via email or otherwise convenient, in case the user is approaching a limit of proper use.

It should be noted, however, that a subscriber complaint does not automatically raise the right to compensation. In addition, when the cause of the deviation is found to be within the subscriber's internal network, the provider is simply obliged to explain the cause to the subscriber and to provide any facilities. In the event that significant persistent negative deviations are found and the provider has not remedied the problem within 30 days of the submission of the complaint, the subscriber has the right to terminate the contract unintentionally whether it is for a definite or indefinite period of time.

The right to terminate the contract extends to other services provided by the same provider together with Internet access (voice service via PSTN) and to all dependent services (VoIP, IPTV), whether or not they are part of the original contract. .

To confirm the subscriber's complaint about the connection speed, a sufficient number of Measurements are made on the subscriber's connection (in case of a fixed network) and in the area where the complaint was reported if it is mobile networks. The deviation is considered to be continuous or repetitive when it occurs in at least two of the three measurement samples taken on different but consecutive days.

Providers are also not allowed to charge the subscriber for technician visits or for the work required to investigate a complaint.

Source

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Xiaomi Miui Hellas
The official community of Xiaomi and MIUI in Greece.
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