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In the first two months of 2021, the Czech Telecommunication Office (ČTÚ) received a total of 12 complaints about the quality or speed of the connection. Except for one complaint in February, all have been settled,
said Lupa Tereza Meravá from the press department of the Office. Although the absolute numbers are low, according to her, the number of complaints increased by 71% year-on-year. This increase is undoubtedly related to the issuance of the amended General Authorization VO-S / 1, to which the complainants often refer,
adds Meravá.
Mentioned general authorization VO-S / 1 / 08.2020–9 [PDF] valid from the beginning of the year and gives connection providers new obligations regarding the indication of real connection speedswhich the customer can actually achieve. If the reality differs significantly from the promised capacity, according to the CTU, it should be easier for users to complain about the service.
Under the new rules, the values of the minimum, maximum and commonly available speeds that operators must state in the contracts are now derived from the advertised speed. For a fixed connection, the normally available speed must correspond to at least 60% and the minimum speed to at least 30% of the speed advertised by the operator. In reality, if the connection capacity drops below the normally available speed for at least a continuous 70 minutes, the customer can complain about the connection. It works similarly with a mobile connection.
Lupa.cz writes about how measure and complain about connection speed at your provider. The CTU recommends for measurement NetMetr application, it is necessary to perform the measurement on a computer connected by a cable and repeat the measurement six times within 90 minutes.
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