Submit a complaint against providers of Internet and telephone connections

Change of provider

If you encounter any problems when switching providers, please send your complaint to the Federal Network Agency in writing as soon as possible using the contact form.
Personal consultation on the telephone is generally not possible.
If necessary, we will contact you by telephone on the basis of your written submission. If you can only use the postal or fax route, please enclose the confirmation of termination from your previous provider and the order confirmation from your new provider, and if necessary also the order to retain your telephone number (porting order).
The confirmation of termination should state the date on which the contract ends.

Relocation

The regulations for changing providers in the fixed network area refer to your previous connection location.

If you move, i.e. if you change your place of residence and thus the connection location of your telecommunications services, your provider is generally obliged to provide the contractually owed service at the new place of residence without changing the agreed contract term and without changing the other contract contents if the service can also be offered by your provider at your new place of residence.

If the service of the previous provider is not offered at the new place of residence, the consumer is entitled to terminate the contract with a notice period of three months to the end of a calendar month.

If you experience problems with the provision of your connection at your new place of residence during your move, you can submit a written complaint to the Federal Network Agency.
If possible, please use the contact form.
Personal advice on the telephone is generally not possible.
If necessary, you will be contacted by telephone on the basis of your written submission. If you can only use the postal or fax route, please enclose your provider's relocation order confirmation if possible.

Slow Internet

On the provider's website and in the product information sheet, you will find the download and upload speeds that can normally be expected.
These standard values are a guide as to whether the contractually agreed speed is actually achieved. It is not always down to the line.

The speed can be throttled by

• Incorrect router settings,
• outdates drivers,
• unsuitable cables or
• antivirus programs.

The Federal Network Agency offers a measurement tool to check and log the surfing speed.
If the actual Internet speed deviates significantly, continuously or regularly from the agreed speed, the contractually guaranteed service is not fulfilled.

Consumer rights in the event of poor internet performance

If the Internet is too slow, the monthly amount can be reduced or the contract can be terminated without notice. The deviation in Internet performance must be verified by a signed measurement report.

• The measurement protocol must be created exclusively with the program of the Federal Network Agency, which can be downloaded.
• The program must be installed on a PC (desktop computer or laptop) and the PC must be connected to the modem/router by cable
• Once a series of measurements has been completed, the signed PDF protocol is created automatically.
• The log records whether the contractually agreed power is received or whether the power deviates.
• A measurement series consists of 30 measurements spread over 3 measurement days (0 a.m. to midnight). There must be a break of at least one day (0 a.m. to midnight) between each measurement day. The series of measurements must be completed within 14 days.
• The requirements for the measurements are specified by the program. Each individual measurement must be started manually, but the program reports when the next measurement is to be carried out and when the series of measurements is complete.
• Further technical specifications must be adhered to during the measurements, some of which the program checks itself and which are pointed out beforehand.
• For a proper measurement protocol, these specifications must be adhered to.

If the fixed network Internet performance deviates from the contractually agreed performance, those affected can contact their provider with their claim. The prerequisite is the signed PDF measurement protocol of the Federal Network Agency's program. Either the monthly amount will be reduced or the provider will be set a deadline for the contractually agreed service.

The consumer advice center's online tool automatically creates a letter with the reduction amount, which customers can send to their provider. Alternatively, it is also possible to set a deadline, after which extraordinary termination can be declared.