If the internet is bad, the consumer has a sharper sword so that the provider can make improvements. But the right to reduce the price does not keep what it promises, complain consumer advocates.
According to consumer advocates, anyone who has worse internet at home than is contractually guaranteed should receive a price reduction of 15 euros per month. There are serious problems with enforcement of the reduction entitlement, which has been valid since the end of 2021, so a blanket regulation is necessary, according to a letter from the Federal Association of Consumer Organizations (vzbv). The currently valid regulation contains clear criteria as to when a consumer is entitled to the said price reduction, but leaves room for interpretation when it comes to the question of exactly how high this price reduction should be.
In practice, it would be difficult for consumers to make use of the new right, the letter says. “Providers calculate the amount of the reduction in a non-transparent and too low manner and may not grant any reduction at all or give special notice.” The list of hurdles and complaints from consumers is long. Consumer advocates demand that there should be significant improvements in a legal reform.
The claim for a reduction increased the pressure on Internet providers to ensure that their customers have a good network, to quickly eliminate any deficiencies and generally not to promise more than they can deliver. However, it is time-consuming until the consumer has his right to a price reduction confirmed in black and white.
Source: Stern
