🐢 My internet is slower than promised: what can I do in Bulgaria?

What you can do

Complain to your provider first, with measurements from nettest.crc.bg. CRC's position names remedies contracts should include: a lower price, ending the contract without penalties, or damages; if fixed internet regularly misses the minimum speed, compensation should exceed that period's share of the monthly fee.

The details

• CRC's non-binding position: the minimum speed should be at least 20% of the maximum and not below 4 Mbps; the normally available speed 80% of the maximum, reached 80% of the day; the maximum should be reached at least once a day. (crc.bg)
• Brief dips do not count: CRC treats up to one day as short and up to three days in a row as temporary. A significant continuous or regularly recurring shortfall, or no service at all, is a breach of contract. (crc.bg)
• On nettest.crc.bg you can run a single test or a measurement cycle, for fixed access in the browser and for mobile in CRC's Android/iOS app; a cycle needs your email, and results can be exported. (crc.bg)
• If the problem is not fixed within the period in your provider's general terms, complain to it in writing; with no answer or an unsatisfactory one, complain to KZP or CRC. (crc.bg)

Комисия за регулиране на съобщенията (КРС)

Takes written complaints about breaches of the Electronic Communications Act (online form, post or in person) and gives advice on its consumer hotline. It decides within 30 days, or up to 2 months if more evidence is needed.

Секторна помирителна комисия за разглеждане на спорове в областта на електронните съобщения (към КЗП)

Free out-of-court conciliation of disputes with phone, internet and TV providers after your complaint to the provider has failed; it proposes a settlement that binds only if both sides accept it.

Official speed test official

Механизъм за измерване и наблюдение на параметрите за качество на услугата за достъп до интернет (КРС)

The Electronic Communications Act has CRC approve a monitoring mechanism for Article 4(4) of the EU Open Internet Regulation, the rule on proving that your speed falls short of the contract. Save your nettest results and attach them to your complaint.