Telephone and internet

If the agreed delivery time for a connection is exceeded due to reasons arising from the operator, the consumer is entitled to receive compensation.

• The statutory standard compensation is 20 euros for each week of delay or part thereof, with total compensation not exceeding 160 euros.
• If the actual costs incurred to the user as a result of the delay exceed the maximum statutory compensation, the consumer may also be entitled to compensation for damages.
• The consumer is not entitled to compensation if the operator can prove that the delay is due to a force majeure circumstance beyond his control.

If the delay in delivery persists even after complaints, the consumer is entitled to terminate the contract with immediate effect

Connections do not need to be paid for before they can be used.

Take action - make use of complaint templates

Claim standard compensation from the operator for delays in delivering the connection.

You can use the complaint template provided to make your complaint. If the operator's website offers a customer service form, you can copy the information you entered in the complaint template to the web form.

You can also send your completed complaint template to the business as an e-mail attachment or as a hard copy by post. Keep a copy of the complaint.

 Complaint to the operator regarding delayed delivery
 Complaint to the operator regarding delayed delivery

If you don't receive a response from the business or fail to resolve the matter with the business, don't sit and wait - take the matter further

Consumer advisors give you personal assistance, instructions and help in mediating disputes.

Contact a consumer advisor