At WIND we fully comply with the regulatory framework for Open Internet, as specified in National Open Internet Regulation.
ΣIn this context, we give all fixed subscribers the opportunity to know the exact data rate of their internet connection by connecting to myWIND or calling them 13700 (for individuals) ή 1277 (for businesses).
At the same time, in this context, we updated the terms of the fixed and internet contracts, in order for our subscribers to receive the best possible information regarding the Net Neutrality.
Below is the information about the Open Internet, as included in our contracts.
We remind you that detailed information about Net Neutrality can be found here https://www.wind.gr/gr/netneutrality/
2.13 OPEN INTERNET INFORMATION
According to EU Regulation 2015/2120 and E.National Open Internet Regulation 876 / 7B / 2019 (hereinafter "EKAD"), the Company treats every move equally, without exclusions, restrictions or interventions and regardless of the sender and the recipient, the content that has been accessed or the distributed content, the used or provided applications or services or the used terminal equipment.
This section contains the basic information regarding users' access to the Open Internet in accordance with ECAD. More information regarding network neutrality, as well as technical details regarding the quality of services, quality parameters, traffic management measures, examination of subscriber complaints, etc. you will find on the Company's website: https://www.wind.gr/gr/netneutrality/, the content of which forms an integral part of this contract.
MOVEMENT MANAGEMENT PRACTICES
The Company does not apply traffic management measures, other than reasonable measures, unless this is necessary and only for as long as necessary, so that:
a) comply with the legal and regulatory framework
b) to ensure the integrity and security of the network, the services provided through its network and the terminal equipment of the end users
c) prevent the occurrence of network congestion barriers and mitigate the effects of any exceptional or temporary network congestion, provided that such traffic categories are treated equally.
More information on our Company website: https://www.wind.gr/gr/netneutrality/, the content of which is hereinafter specified as part of this contract.
2.13.2 INTERNET CONNECTION SPEEDS
Definitions
(I) Advertising speed: Advertising speed is defined as the speed used to advertise, promote and sell products, resulting from the median value of the realistically expected and normally available speeds of all subscribers. WIND in the Hellenic Territory, which receive internet access service of corresponding nominal speed profile., from the cabin or from the Urban Center, regardless of other parameters (eg distance from the cabin or Urban center etc). In case the internet connection service is provided through technology FTTH (Fiber To The Home - Fiber To The Customer Space), the advertised speed is the same as the nominal speed of the program.
(Ii) Rated speed: Speed derived from the technical specifications of the connection technology. It usually represents the maximum theoretical speed that can be achieved based on the connection technology.
(Iii) Realistically expected speeds: General term that includes the terms minimum, maximum and usually available speed on fixed networks.
It is clarified that the Company is not committed to the advertised and nominal speed that generally corresponds to the Customer's program.
The speeds of downloading and downloading Internet access services are affected by many factors, such as the quality of third-party telecommunications networks, either the notified operator providing the local loop or interconnected providers, the quality of the service providers' servers or content, or network, the length and quality of the copper cable that connects the Customer's space with the urban center that supports it, the condition, length and quality of the wiring in the Customer's home and premises, its quality and capacity network, weather conditions, peak hours, interference due to installation and operation of other fixed connection devices, the quality of the Customer's terminal equipment but also other factors such as, for example, factors outside the Company's area of responsibility, ie the inability to expand and upgrade the Network due to unilateral acts or omissions of the administration, prof delays regarding the licensing of the Network by the public administration, decisions of the public administration that complicate the above licensing and so on.
The Company guarantees to the Customer that the speed of its fixed connection will range within the range of realistically expected speeds, contained in the Table of its contract, which is also continuously included in the personalized information platform. MyWIND.
A reasonable margin of error is justified by the speed values or other quality parameters mentioned in the contract. If, however, continuous or repeated negative deviations from the minimum realistically expected connection speed are found after inspection, the Customer is entitled to redress.
It is clarified that the actual connection speed differs from the maximum efficiency of the line, ie the synchronization speed, which depends directly on the quality of the physical medium - copper cables - of the local network as well as the internal wiring in the building and the Customer's house. . In any case, the Company will make every effort to deliver the service to the Customer in an existing infrastructure that complies with the specifications and rules for the installation of weak currents.
The Company may propose to the Customer the repair - replacement of the internal wiring, if this is deemed necessary, after a technical inspection and relevant network measurements. The Company will not bear any responsibility for incomplete or insufficient cable termination that ends in the Customer's building and which needs any modification or replacement (individual lines, lack of input, lack of steel box, etc.).
2.13.3 QUALITY PARAMETERS
Information on indicative quality parameters for the performance of common activities on the internet (instant messaging, email, web browsing, data download, music streaming, video streaming…) are available on our Company's website: https://www.wind.gr/gr/netneutrality/
2.13.4 DATA VOLUME LIMITATIONS
The Company reserves the right to implement volume or speed limitation measures that could in practice affect internet access services and in particular the use of content, applications and services. More information on our Company website: https://www.wind.gr/gr/netneutrality/
TERMINAL EQUIPMENT RESTRICTIONS
The Company reserves the right to impose restrictions on the use of terminal equipment that could in practice affect Internet access services and in particular the use of content, applications and services. More information on our Company website: https://www.wind.gr/gr/netneutrality/
2.13.6 SPECIALIZED SERVICES
The Company reserves the right to offer services in addition to internet access services, optimized for specific content, applications or services or a combination thereof, if the optimization is necessary to meet the requirement for a specific level of quality of content, applications or services. These services are not used as a substitute for Internet access.
If the Customer requests the activation of a Specialized Service, he is duly informed by the Company about the following:
a) the minimum objective quality / capacity requirements
b) guaranteed quality prices, if any
c) the potential impact of the Specialized Service on the quality of the Customer's Internet connection.
More information on our Company website: https://www.wind.gr/gr/netneutrality/
2.13.7 REMOVALS / COMPENSATION TO SUBSCRIBERS
Complaints regarding the quality of services are handled by the Technical Department of the Company. In case of continuous or repeated, negative deviation from the minimum realistically expected speed and depending on the size of this deviation, if the Company fails to rectify the problem within thirty (30) days, the Subscriber is entitled to redress. Types of repairs are the provision of additional services free of charge for a certain period of time, the provision of a discount on the fixed, the provision of alternatives such as changing the commercial package to another (lower) speed, depending on the technological possibilities provided & network availability at the installation address the customer's. In any case, it is clarified that the content of the proposed repairs is left to the discretion of the Company and depends on its respective commercial policy, while the needs of the Customer are taken into account on a case by case basis.
Furthermore, if the continuous or repeated deviation is characterized as significant, according to the definition of EKAD the Company can not remedy the problem within thirty (30) days from the date of submission of the complaint, the Customer reserves the right to terminate his contract.
It is clarified that the Customer is not entitled to redress in case the deviations are due to the above violence.
During the examination of the complaint for speed deviations, the Customer has no right to submit a new complaint for the same connection and for the same reason.
In case the Customer does not accept the remedies offered to him in redress of his complaint, he has no right to submit a new complaint, to the extent that this is covered by the specific remedial measures.
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