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Unsatisfactory quality of service / low speed

How can you test the performance of your line?

With, the ILR provides internet subscribers with a tool to measure the performance of their fixed or mobile internet access. With, users can check whether the actual performance of their internet access service corresponds to that listed in the contract.

The tests concern the upload and download speed, the ping, and the quality of service and access to the internet.

You can consult the application at, or download it for free in the Android and iOS app stores. is easy to use and available in several languages (DE, EN, FR, LU). To get reliable results, ILR recommends that users follow the instructions and consult the FAQ page at The results are explained using colour codes, and can be shared. Additionally, the results are saved in the application’s history, which collects all of the tests which have been run and displays them on a map.

What can you do if you see weak network performance?

End-users can file a complaint with the provider if they find that the performance of the internet access service does not comply with the contract they have entered into.

By sending your operator a complaint as quickly as possible, the consumer can inform it of the problem and give it the chance to explain and solve the problem as quickly as possible or, if necessary, propose a solution.

The written complaint can take the form of a standard or registered letter, or an email. Registered post provides a guarantee that the letter has been sent and received.

We adivse you to give the operator around two weeks to properly respond to the written complaint. If the operator fails to respond or responds unsatisfactorily, the consumer can then call on the ILR mediation service.

The information concerning the remedies available to consumers must be listed in the contractual documents concerning the various offers, and also published on the operator’s website.

If you have any questions or comments, please send an email to

Malfunctioning / poor quality subscribed services

Please contact your operator to find out why the services are working poorly or not at all, and report the problem in writing to the operator so they can resolve the problem as quickly as possible. You can also ask your operator whether it is willing to give you a gesture of goodwill for the time in which you could not use the services you paid for.

The operator is required to honour the contract by guaranteeing a continuous and good quality service. This is the contractual counterpart to the regular payment of the services you subscribed to.

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Information about net neutrality

What is net neutrality?

Net neutrality generally corresponds to the following principle:
Each user has open access to the internet, so that all internet data traffic is provided equally and without discrimination.

As such, shut-offs, slowdowns, or any other discriminatory treatment of internet traffic is prohibited, except for some very specific exceptions.

As part of their use of an internet access service, end users can in particular “access information and content, and distribute, use, and provide applications and services (…)” over the internet. In order to access the internet, end users are free to choose a terminal equipment (router, modem, etc.) which is compatible with the technical specifications of their internet service provider.

To find out more, read about net neutrality on the ILR website.

Mandatory transparency about internet speed

More information about ISP’s transparency obligations regarding internet access.

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What is all-IP?

“All-IP” means that all telephone, television, and internet services share a common language, the Internet Protocol (IP).

Why switch to all-IP?

Switching to All-IP allows you to have a more modern network and a wider range of services (such as Voice-Over IP). Moving away from the traditional landline network does not mean the end of the landline telephone, just a modernisation of the infrastructure. You can still make calls with a standard telephone in All-IP mode.

What is the situation in Luxembourg?

All around the world, countries are switching to All-IP. In Luxembourg too, the traditional analogue telephone network will gradually be halted to make way for All-IP (digital). The traditional telephone operator, POST, has announced that by the end of 2024 they will have gradually phased out their analogue telephone network. You can find the full schedule for the All-IP switch on the POST website.

For several years, the number of subscribers to traditional telephone services has been in decline, and is dropping at a rate of around 15% per year. At the end of 2021, around 78% of landline telephone connections were already made using Voice-Over IP. To find out more, you can read the telecommunication statistics reports for Luxembourg, published by the ILR, here.

Does the switch to all-IP mean a switch to fibre?

No, you should not confuse the switch to All-IP with the disappearance of the copper-wire network. The All-IP switch can be made at the same time as a switch to fibre-optic cables, but it can also work with the existing copper-wire network.

The services offered over the fibre-optic network are however always All-IP. If you have a fibre-optic connection, then you have already switched to All-IP.

What does the switch to all-IP mean for you?

Your operator is responsible for helping you through the switch to All-IP.
In certain cases, the switch to IP technology may require a change in contract and cabling work inside your home.

Are all of your systems compatible with next-generation networks?

Do you have an alarm or remote alarm system, fax, or other special system initially developed for use with the analogue network?
Don’t forget to ask your operator and/or your service provider about the compatibility of your systems.

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Fibre optic

What does fibre optic mean?

Fibre optics refer to cables which can transport large quantities of data at the speed of light over great distances.

As the capacity of fibre-optic cables to transport data is almost unlimited, it is currently being used to replace existing copper-wire based networks.


Luxembourg is leading Europe in terms of fibre-optic coverage, which reached more than 75% of households by the end of 2021. To find out more, you can read the telecommunication statistics reports for Luxembourg, published by the ILR, here.

Check whether you are eligible for fibre-optic services on the website of the operator of your choice.


The switch to fibre-optics may require cabling work inside your home. Any internal cabling work will require the prior consent of the homeowner.


Come to this page if your service quality or internet speed is not satisfactory.

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