Consumer advice center demands compensation for slow internet - financial expert

Consumer advice center demands compensation for slow internet - financial expert

For two years now, consumers have had the right to high-speed internet. Now the consumer advice center is demanding compensation for excessively slow internet. As part of the upcoming revision of the Telecommunications Act, the Federal Association of Consumer Organizations (vzbv) is calling for an increase in the minimum bandwidth and a claim for damages for internet connections that are too slow.

"Internet that is too slow is a real nuisance for consumers. If the discrepancy between the actual and contractually guaranteed bandwidth is too large, consumers must be easily compensated," says Ramona Pop, board member of vzbv.

Accordingly, consumers should receive compensation of 15 euros per month if the internet is too slow. These would be deducted from the tariff price until the discrepancy is resolved, the consumer advice center continued.

Since 2021, consumers have had a right to a reduction in the case of slow internet, but there are problems with enforcement, according to the vzbv. The amount of the reduction is calculated in a non-transparent manner or is too low. "On paper, the right to a reduction is a step forward for better customer protection in the telecommunications market. In reality, consumers are left behind and do not get their rights," says Pop.

In addition, a complex measurement procedure is necessary to prove a deviation between the actual bandwidth and the contractually guaranteed bandwidth. So 30 measurements have to be carried out on three different calendar days. There are also certain requirements set by the Federal Network Agency.

The Federal Network Agency speaks of a “significant, continuous or regularly recurring deviation” if the following aspects are present: 90 percent of the contractually agreed maximum speed is not reached on at least two out of three measurement days, the normally available speed is not reached in 90 percent of the measurements, or the minimum speed is not reached at least once on at least two of three measurement days.

The consumer advice center is calling for an increase in the minimum bandwidth and an improvement in the legal and technical enforceability of the right to reduce internet speeds. The demands mentioned are intended to ensure that consumers are adequately compensated and receive better internet service.

Source: According to a report from www.kreiszeitung.de, https://www.kreiszeitung.de/verbraucher/nachrichtenrecht-internet-verbraucherzentrale-schädssatz-preisvergleich-zr-92583040.html