Σε ισχύ τίθεται από σήμερα από την Εθνική Επιτροπή Τηλεπικοινωνιών και Ταχυδρομείων (EETT) η διαδικασία αποζημίωσης από τους τηλεπικοινωνιακούς παρόχους για τις αποκλίσεις από τις διαφημιζόμενες και τις πραγματικές ταχύτητες σύνδεσης στο ίντερνετ, which in many cases appear to have nothing to do with each other.
Internet service providers will now inform fixed network subscribers about the realistically expected connection speeds, and not just for rated and advertised speeds.
Specifically, fixed access network providers are required to inform subscribers of the minimum, μέγιστη και συνήθως διαθέσιμη ταχύτητα που αναμένεται στη σύνδεσή τους. The information concerns both new subscribers and existing subscribers of a provider.
So, a new subscriber will be able to, in the context of pre-contractual information, receive information on the speeds it can expect at its connection, before signing the contract. Η ενημέρωση θα γίνεται τόσο από τα καταστήματα όσο και από την ιστοσελίδα ή τις γραμμές τηλεφωνικής εξυπηρέτησης του παρόχου. Similar, a existing subscriber will be able to be informed about connection speeds either by phone or from the provider's website (e.g. through his personal account on the provider's website).
According to the Regulation, connection speed information is part of the terms of the contract, while ο συνδρομητής αποκτά δικαίωμα αποζημιώσεων or corrections in case of continuous or repeated negative deviations from the minimum speed.
Examples of possible redress or compensation are:
- the discount on the bill,
- the ability to select a package with a lower nominal speed of receiving and / or sending data, closer to the speed that can be realistically achieved (if such a package exists), without having to pay a fee to the subscriber for the early termination / termination of a fixed-term contract. This possibility should be given even between different connection technologies (such as from VDSL to ADSL),
- the return of part or all of the fixed asset, the
- the combination of these.
In case of deviations greater than 30% for ADSL networks and 20% for other technologies (e.g. VDSL, Fiber To The Home-FTTH) from the value of the minimum speed for which it was informed, ο συνδρομητής αποκτά και το right to damages of the contract, if the problem is not fixed within 30 days (with the exception of the subscriber's obligations to pay any balances of device or terminal equipment or network connection).
Analytically if significant continuous or recurrent negative deviations are found and the provider has not remedied the problem within 30 days from the submission of the complaint / complaint, the subscriber has the right to terminate the contract, whether it is fixed or indefinite, without compensation. In this case, εξακολουθούν να ισχύουν μόνο οι υποχρεώσεις των μερών όσον αφορά την καταβολή any balances of device or terminal equipment subsidy, as they were in force during the last fixed-term contract concluded between them. In the space of 30 days are not counted any delays due to the subscriber, such as cancellation of a technician visit through the fault of the subscriber. In this case, the subscriber must be informed by the provider of the new date from which he acquires the right to terminate the contract free of charge. In each case, the provider may give the subscriber this right before the expiration of their period 30 days.
The submission of complaints από τους συνδρομητές για αποκλίσεις από την ελάχιστη ταχύτητα, θα γίνεται through the customer service of each company and will initiate a complaint control process, which may include measurements by subscribers, based on the metering tools provided by each company / provider. also, providers will update the prices of connection speeds at least once a year and subscribers will have the right to terminate the contract, if the speeds already provided are degraded.
A complaint is set to be checked at peak hours in either the downstream or upstream stream or both streams, depending on the subscriber's complaint / complaint. In general, the examination of the complaint or complaint by the provider must be relevant to the circumstances in which it was observed by the subscriber (such as the time the complaint / complaint was reported, or distance from base station).
In addition, There will also be personalized information to existing subscribers about changes to the terms of the contract, via their account or via SMS or email.
Internet service providers provide access to their subscribers, through their website, in available online applications through which subscribers can check and confirm the speeds and other quality parameters mentioned in the terms of provision / use of the service.
Alongside, providers inform users about factors that may affect the measured speed and / or other quality parameters (such as parallel movement from other applications, traffic from other devices within the subscriber's network, Wi-fi connection).
After the first update, providers update the prices of speeds or other quality parameters at least once per calendar year, so that the values correspond to recent data or sample measurements.
T.a primary data (such as measurement results) που χρησιμοποιούνται από τους παρόχους για την εκτίμηση των ταχυτήτων ή και άλλων παραμέτρων ποιότητας διατηρούνται από τους παρόχους για τουλάχιστον δύο έτη από την ημερομηνία έκδοσης των ενημερώσεων/επικαιροποιήσεων και είναι διαθέσιμα προς την EETT και προς όλους τους αρμόδιους φορείς επίλυσης διαφορών για έλεγχο σε ψηφιακή δομημένη μορφή (e.g. CSV). For the same period, the processing of the results for the issuance of the estimated speed values or other quality parameters is available for control., in electronic form in a data processing / analysis program.
Each provider can make the primary data publicly available (as open data) deleting or anonymizing any personal user data, or data from which the identity of users can be verified (such as IP address, telephone number or unique loop number on landline networks, phone or SIM card number on mobile networks).
Subscribers can contact providers for more detailed information on new processes, as well as search for more information on the following Open Internet Service Providers websites: