• Since December 1, 2021, consumers have been able to reduce their payments if the contractually agreed internet speed is not achieved
  • However, in many complaint cases, providers set amounts that are too low
  • Online tool is intended to make it easier to enforce claims

If the promised high-speed internet does not deliver what it promises, those affected have been entitled to a reduction since December 1, 2021. If the contractually agreed internet service is not provided, payments to the provider may be reduced. In practice, however, this proves to be difficult, as numerous complaints to the NRW consumer advice center show. Many providers try to fob off their customers with amounts that are too small. An online calculator now supports those affected in enforcing their claims and increases the pressure on providers.

“Our advice centers are increasingly receiving complaints from consumers who are unable to obtain an appropriate reduction despite demonstrably poor internet performance,” says Felix Flosbach, lawyer and telecommunications expert at the NRW consumer advice center.

In order to assert claims for a reduction, consumers must first measure the actual speed of data transmission using a tool from the Federal Network Agency. After the series of measurements has been successfully completed, it provides detailed measurement data and, based on the personal tariff, evaluates whether the service is in accordance with the contract or not.

“However, the Federal Network Agency’s tool does not provide for the calculation of the amount of reduction,” explains Flosbach. “Consumers therefore find it difficult to enforce their claims.”

In Lüdenscheid, for example, a consumer contacted his internet provider with the official measurement protocol, who offered him a reduction of 2.50 euros per month. However, the examination by the consumer advice center revealed a claim for a reduction of 13 euros per month.

“The Telecommunications Act stipulates that consumers can reduce their payments to the provider in the proportion in which the actual service deviates from the contractual service,” says Flosbach. “Providers try to lower the reduction claims through idiosyncratic interpretations, but in many cases the amounts set are not justified at all.”

Using the online calculator from the NRW consumer advice center, consumers will now receive a letter that states a specific reduction amount based on their measurement data and their contract details. You can use the cover letter to either request a reduction in the monthly amount or set a deadline for the provider to provide the contractually agreed service. If the provider does not fulfill this requirement even after setting a deadline, consumers can terminate their contract extraordinarily.

Further information and links

Source: consumer advice center

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