Can I bring claims under the contract (warranty claims) against my Internet provider if I get a poor test result?

If a user suspects deviations in the contractually agreed down- and upload speeds, the following procedure is recommended:

  1. Check the contract to see which down- and upload speeds have been agreed.
  2. Document the down- and upload speeds with the RTR-NetTest. It is important that, among other things

    • the down- and upload speeds are measured several times over a longer period of time (at least two weeks);
    • measure at different times of the day;
    • all measurements are documented, not just those that score poorly.

  3. How do I measure?
  4. In writing, contact the operator of the Internet access. Provide your operator with the test results, e.g. via the share function on the result (this is in the top right version of the Android version, in the iOS version on the top right and in the browser version on the bottom left) or by sending screenshots to your operator.

As a customer, you are obliged to prove the existence of a faulty performance. If you cannot find a solution with your operator, amongst others, the conciliation body of RTR can be contacted. The conciliation procedure is free of charge. You only have to bear your own costs (for example for copies, postage, telephone). Further information on the conciliation procedure can be found at