ΕΕΤΤ issues guidance to Internet Service Providers about offered speed guarantees

In order to better inform and protect subscribers, EETT issues the following guidance to the
Greek operators offering Internet Access Services with “speed guarantees”:

Internet Service Providers (ISPs) offering speed guarantees to their subscribers, either in
fixed or mobile networks, should adhere to the following transparency guidelines in the frame of
the Regulation (EU) 2015/2120, and until the entry into force of the more detailed provisions of
the Greek Open Internet Regulation regarding the estimation and publication of speeds:

1. The speed guarantee should be offered to all existing subscribers of the relevant Internet
   access service programme/offer and be incorporated in the terms of use of the service.
2. In case the speed guarantee actually refers to the synchronization speed of the user terminal
   equipment (which is not the same as the actual Internet data transfer speed), the ISP should not
   use terms like ‘actual’ or ‘realistic’ Internet speed.
3. Existing subscribers should be informed of the speed guarantee, following one of the ways
   indicated in Article 2.1.15.ζ.ii of Appendix B of the General Authorization Regulation (ΕΕΤΤ
   Decision 834/2/9-11-2017), as applicable.
4. The terms of use of the service should include the following information about speed
   guarantees:
   • The guaranteed speed performance, as minimum value or range of values, or as a percentage of
     the speed that is achieved, relative to the nominal speed.
   • The compensations that the subscriber receives in case of discrepancies from the guaranteed
     speed.
   • The procedure with which the subscriber can check the guaranteed speed and discrepancies from
     that speed.
   • The procedure with which the ISP verifies discrepancies from the guaranteed speed, as well as
     if the subscriber should file a complaint, or the ISP itself periodically checks the guaranteed
     speed and proceeds to any due compensations to the subscriber.

     This information can also be added to the specific webpage that has been created by each ISP for
     the Open Internet, as required by the Greek Open Internet Regulation (EETT Decision
     876/7B/17-12-2018), in which case it suffices that the ISP makes only a high level reference to the
     speed guarantee in the terms of use of the service (and refers to the webpage for more
     information).

5. A link to this information should also exist in the ISP webpages where Internet access services
   with speed guarantees are advertised.
6. ISPs already offering Internet access services with speed guarantees should comply with the
   abovementioned guidance within 30 days from the issuing of the Decision.