Shopper rights: That is the way you get your a reimbursement if the Web is gradual thumbnail

Your stream hangs and the video convention retains breaking off? Anybody who doesn’t get the service that was contractually agreed from their Web supplier can quickly minimize the cost.

If the video convention retains breaking off, you’ll get your a reimbursement quickly. (Picture: Pheelings media / shutterstock)

An modification to the Telecommunications Act strengthens the rights of Web connection house owners from December 1st. If the web connection at house is slower than agreed with the supplier, clients don’t have to pay the complete contract value. The buyer middle (VZ) NRW factors this out.

And that is how customers implement their rights in follow:

1. Exclude sources of error

Earlier than contacting the supplier, clients ought to examine and rule out attainable sources of error. As a result of the reason for the gradual connection shouldn’t be all the time the road. Outdated drivers of the community card, poor WiFi reception, too many browser cookies, incorrect router settings, unsuitable cables or anti-virus applications can even decelerate the velocity.

2. Measure web velocity

To measure the connection velocity, the Federal Community Company might be providing software program from mid-December. Within the software, clients can choose their tariff upfront or manually enter their contractually agreed obtain and add velocity. The software program then begins a collection of measurements with 18 Measurements inside two days. The software program then delivers the outcome and evaluates whether or not the service conforms to the contract or not. Necessary: The pc have to be linked to the router with a LAN cable. Measurements through WLAN could possibly be inaccurate.

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3. Termination or discount in value

If the precise efficiency deviates from the contractually agreed efficiency, there are two choices for these affected: You confront your supplier in writing with the measurement protocol and inform him that you’re from will make use of their proper of discount. The next applies: Who solely 80 receives % of the agreed service, the cost could accordingly by 20 Lower %.

Ideally, the supplier is not going to even cost this quantity within the first place. If the discount quantity has already been paid, it must be credited or refunded by the supplier, says Felix Flosbach from VZ NRW. Revoking all the direct debit shouldn’t be really useful. If clients are in default of cost, the supplier can block the connection, based on Flosbach.

The choice: If you wish to change suppliers as a result of poor efficiency, you’ve got a particular proper of termination earlier than the tip of the contract interval. The one requirement: the supplier have to be set a deadline upfront in an effort to nonetheless present the contractually agreed service. Felix Flosbach names 03 till 14 days as an affordable interval.

Within the occasion of a dispute with the supplier a few discount in value or termination, the recommendation facilities of the buyer facilities provide assist.

4. Compensation for longer disruption

If the web connection fails utterly, these affected have the precise to an instantaneous and free rectification of the issue. Within the occasion of a failure of greater than a day, the supplier should inform about this. From the third calendar day after receipt of the fault report, these affected are entitled to compensation: For calendar days three and 4 that is 5 euros or ten % of the month-to-month contract price, from the fifth day it’s ten euros or 20 %. dpa

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