DO YOU HAVE A PROBLEM WITH YOUR MOBILE COVERAGE?

Please contact your operator to find out the level of coverage around your home and ask, if necessary, how they are planning to improve this coverage

WHAT ABOUT 5G NETWORKS IN LUXEMBOURG?

The ILR would like to emphasise that checkmynet.lu allows you, among other things, to test your 5G network connection. It is available free of charge at checkmynet.lu, and in the Apple and Android app stores. Checkmynet.lu can give an indication of the roll-out of 5G networks, and the performance and services they offer.

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 are 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 (smartphone, 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 here.

HOW TO TEST THE PERFORMANCE OF YOUR INTERNET ACCESS?

With  checkmynet.lu, the ILR provides internet subscribers with a tool to measure the performance of their fixed or mobile internet access. With checkmynet.lu, 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 checkmynet.lu, or download it for free on the Android and iOS app stores. Checkmynet.lu is easy to use and available in several languages (DE, EN, FR, LU). To get reliable results, the ILR recommends that users follow the instructions and consult the FAQ page at checkmynet.lu. 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 them of the problem and give them the chance to explain and solve the problem was 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 netneutrality.FAQ@ilr.lu.

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.