PRESS RELEASE: Most of internet access providers failed to comply with new obligations to inform customers about service parameters

10. 2. 2021

Prague, 10 February 2021 – Czech Telecommunication Office has checked all internet access service providers, if they comply with new obligations laid down by the General Authorisation (only in CZ), effective from 1 January 2021. Providers must redefine specific parameters of internet access service precisely. According to preliminary results of the inspection made on the 3 February 2021, most of internet access providers failed to comply with new obligations.

Only almost four percent of providers of Internet access at a fixed location separately, or combined with mobile Internet access, incorporated new obligations into the contract documents. Given the fact that especially major players adjusted their contracts in compliance with General Authorisation, 55% of customers are already affected by the changes made.

Internet access service providers, whose contracts are not in compliance with General Approval, must eliminate the deficiencies immediately. Otherwise, CTU will proceed with sanctions.

For customers: What shall the contract on Internet access service consist of Provider of an Internet access service at a fixed location shall specify in the contract or contract document advertised speed, maximum speed, normally available speed, which is available 95% of the time during one calendar day and its value corresponds to at least 60% of the value of the advertised speed, and minimum speed which corresponds to at least 30% of the value of the advertised speed. Provider of a mobile Internet access service shall specify in the contract not only advertised speed but also estimated maximum speed. By both Internet access at a fixed location and mobile Internet access, providers shall specify in the contract definition of big discrepancies from the agreed level of performance of a service and shall also inform about the possibilities to pursue remedies. If this information is not included in relevant contract documents, customers should contact the operator.