Internet issues

1. What should I be careful of when I receive data on my mobile phone? How can I avoid unwanted charges?

It is important that you are aware of the functionalities of your mobile phone so that you can check the data volume you receive. You should be thoroughly informed about the following:

  • The main features of your mobile phone and the instructions for use (e.g. how you can check data use).
  • Any automatic updates (see below).
  • The option to disable automatic connection to the Internet.
  • Selecting an Internet access mode: Via WiFi or your mobile company’s network.
  • The cost of data use when you travel abroad and you are using international roaming (the international roaming service allows you to use your mobile phone when you are abroad).

Furthermore, make sure that the services you are interested in are included in the plan of your choice.

Exercise caution when selecting automatic updates for your applications because this may consume considerable data volume. Especially when you are abroad and you are using the international roaming service, the cost of data use may vary. As an extra precaution, you can disable automatic connection to the Internet on your device and instead choose to connect manually.

When downloading files (e.g. video, applications):

  • Pay particular attention to their size.
  • Check if downloading takes place via WiFi or your mobile company’s network.
  • Pay particular attention to downloading tasks that run in the background.

In this way, you will not use up the data volume of your plan in a short period of time, which could result in unwanted charges.

2. How can I protect my mobile phone from malware?

You can protect it in one of the following ways:

  • Exercise caution when connecting to free public WiFi hotspots.
  • Download applications only from reliable sources and avoid visiting links whose origin you have not checked.
  • Do not click on hyperlinks contained in e-mail messages, especially when the sender is unknown. Choose to type the hyperlink address so that you can simultaneously check its reliability.
  • Pay particular attention to the origin of the e-mail messages you receive and any active links or attached files they may contain.
  • You are advised not to click on hyperlinks contained in SMS messages coming from unknown senders.
  • Deactivate bluetooth when you are not using it.
  • Implement security rules, such as locking data use with personal codes.

Contact your mobile company or a point of sale to learn how to protect and safely use your device. Search for relevant information on the website of the Cyber Crime Division of the Hellenic Police.

3. What is data transfer speed?

By “data transfer speed” or simply “speed” we mean the actual data transfer rate that can be achieved. High speeds are necessary to enable fast data “downloading”, especially for applications that transfer high volumes of data, such as video and peer-to-peer file sharing applications. Speed is measured in bits per second (bps) and more often their multiples (Μbps: 106 bits/sec, Gbps: 109 bits/sec).

4. How can I find out what the actual speed of my connection is?

You can find information about the actual speed that your mobile company has committed to providing you either by referring to your contract or by visiting a point of sale or the website or by contacting the customer service line. In addition, you can find this information via the web-based application provided by your company to manage your connection, on condition that you have created a personal account*.

For a fixed connection**, this information includes the usually available speed as well as the minimum and maximum speed. For mobile connections, information is limited to the maximum speed.

It is pointed out that the actual speed may vary due to changes in the company’s network (e.g. change in the capacity of interconnections or the number of subscribers in an area). For this reason, the company is required to update connection speeds at least once a year and provide relevant information on a regular basis (based on the procedure for providing information about modifications to contractual terms). Note that you have the right to terminate your contract without paying any penalty, if the speeds already provided are degraded more than a limit stated in the terms of your contract.

*  A personal account in the form of “My Company”.
** Including satellite connections and fixed wireless access connections.

5. Are there any measurement tools that I can use to check on my own the speed of my connection?

There are several tools that you can use to measure the speed of your connection. EETT has developed HYPERION, a system for the performance evaluation of fixed broadband connections. In addition, your Internet service provider is required to provide you with access, via its website, to applications with which you can check and verify the speeds stated in the terms of provision/use of service.

Apart from the speed, most measurement tools also measure other important quality parameters such as delay, jitter and packet loss.

6. How can I confirm the deviations between the actual connection speed and the speed about which I have been informed by the company? Do I have to use a specific measurement tool?

To confirm any deviations, a specific monitoring process must take place which involves you carrying out new measurements. Therefore, it is important that you use the same measurement tool to evaluate speeds and then monitor them. To activate this specific process, you have to submit a complaint to your company regarding the deviation.

7. What are my rights if the actual speed of my connection is lower than the speed about which the company has informed me?

Information about the actual speed is part of the terms of your contract. The company will state in the terms of provision/use of the service, the redress or compensation which subscribers are entitled to, such as  a bill discount, a plan with lower nominal speed, refunding monthly fee in part/in full or a combination of the above.

You are entitled to compensation in the following cases:

  • Fixed network connections: In the event of continuous/repeated deviations from minimum speed.
  • Mobile network connection: If there are any deviations from the maximum speed.

Note that a deviation is considered as continuous/repeated, when it is observed in at least 2 out of 3 different measurement samples collected in consecutive days.

In case of the following deviations you have the right to terminate your contract free of charge, if the problem is not resolved within 30 days:

  • In fixed networks: Deviations more than 30% for ADSL networks and more than 20% for other technologies (e.g. VDSL, Fiber To The Home-FTTH) from the minimum speed value.
  • In mobile networks: Deviations more than 10% from the maximum speed value under the circumstances provided for in the Greek National Open Internet Regulation (EKAD) (measurement carried out when the user is outdoors and not in a moving vehicle).

Note that in case of termination of contract, the terms stated in Question 6  of the “Issues related to charges” section apply.

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