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Emergency

Internet or phone goes down: compensation and price reduction

If your internet or phone line goes down, you have statutory rights as a consumer: if the fault is not fixed in time, you are entitled to compensation. You can also reduce the price for the period of the impairment. It is important to report and document the fault.

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Your chances of getting your money back

If a complete outage of the line is not fixed within the statutory deadline, you have a claim to compensation per day (§ 58 TKG). In addition, you can reduce the price for the downtime.
Even with permanently insufficient speed (clearly below what was contractually promised), a price reduction and special termination may be options. A measurement with the official tool documents the deviation.

What you should do now

  1. 1

    1. Report the fault

    Report the fault to the provider and have them confirm receipt as well as a repair appointment.

  2. 2

    2. Document

    Record the start and duration of the outage; for speed problems, measure with the official measurement tool.

  3. 3

    3. Claim compensation

    If a complete outage is not fixed in time, demand the statutory compensation per day.

  4. 4

    4. Reduce

    Reduce the price for the period of the impairment and, for persistent problems, consider special termination.

How to spot the scam

  • The repair is delayed for days without an appointment.
  • The actual speed is permanently far below what was promised.
  • Despite the outage, the full price is charged.

Frequently asked questions

Do I get money for an internet outage?

Yes. If a complete outage of your line is not fixed within the statutory deadline, you have a claim to compensation per day (§ 58 TKG). In addition, you can reduce the price for the downtime.

What if the internet is only too slow?

If the actual speed is permanently and considerably below what was contractually promised, a price reduction and, under certain circumstances, an extraordinary termination are options. Document the deviation with the official measurement tool.

What do I need to do?

Report the fault to the provider, have receipt confirmed and document the outage or speed. Then you can assert compensation and price reduction. For speed problems, an official measurement is the most important piece of evidence.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.