My internet is slower than promised: what can I do in Croatia?
For fixed internet, your contract must state a minimum speed (download and upload), a normally available and a maximum speed. The minimum must be at least 70% of the maximum, or the maximum of the next lower package if that is better for you.
Your contract states the speeds your provider promises. If the real speed falls clearly and repeatedly below them, you may be able to pay less or end the contract. A measurement with the official tool, where there is one, is the strongest proof.
📜 The rules in Croatia
What you can do
Complain to the operator in writing within 30 days, with HAKOMetar results. If the minimum speed isn't met, the operator must offer a free exit, or with your consent a better-suited package or a lower fee. If unresolved: the operator's committee, then HAKOM.
The details
- To complain about fixed internet speed, give the operator at least 3 HAKOMetar measurements taken over 5 consecutive days, at most one per 24 hours. These results count as evidence in the complaint and before HAKOM. (narodne-novine.nn.hr)
- If the operator does not deliver the agreed or minimum speed, it must always offer you a free exit; with your consent it can also move you to a package that suits the real speed or lower the monthly fee. (narodne-novine.nn.hr)
- Mobile networks: reduced quality or no service because an area has no coverage gives no right to a lower fee or a free exit. When signing up you have the right to a trial period of at least 5 days. (hakom.hr)
- The first 10 measurements per month with HAKOM's mobile speed tool do not use up the data in your tariff. (narodne-novine.nn.hr)
- Complaints about service quality must be made in writing within 30 days of the service; the operator must reply within 15 days. (hakom.hr)
Hrvatska regulatorna agencija za mrežne djelatnosti (HAKOM)
Telecom regulator: explains your rights on its user protection line (working days 9:00–11:30) and settles disputes with operators after the operator's two-stage complaint procedure.
Official speed test official
HAKOMetar / HAKOMetar Plus
For fixed internet, HAKOMetar results count as evidence in a complaint about service quality. Results from the HAKOMetar Plus mobile app are for information only and are not evidence.
🪜 Step by step
- Find the promised speedsYour contract summary lists the speeds, often as a maximum, a normally available and a minimum speed.
- Measure properlyUse a cable instead of Wi‑Fi, close other devices and measure several times on different days, with the official tool if there is one.
- Report it to the providerSend the results, ask for the problem to be fixed and keep a copy of everything you send and receive.
- Use your rightsIf nothing improves, ask for a lower price or to end the contract, and go to the dispute body if the provider refuses.
📇 Who to contact
Sponsor this page → One labelled block, €100 a month. Founding price €75 until 31 January 2027.
❓ Questions
Does a quick speed test in an app count?
It helps you spot a problem. As proof, a measurement made the way the regulator or your contract describes carries much more weight.
Does this apply to mobile internet too?
Mobile speeds change with place and network load, and the rules for mobile are often different. See the rules for Croatia on this page.
Is slow Wi‑Fi the provider’s fault?
Not always. Walls, distance and old devices slow Wi‑Fi down. Measure with a cable first.
📎 Sources
🧭 Is this still correct?
We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.
⚠️ Readers report that something here may have changed — we are checking it.
✅ Thank you — this keeps the page up to date for everyone.