My internet is slower than promised: what can I do in Poland?
Before you sign, your provider must give you the speed information required by EU Regulation 2015/2120 (art. 4(1)); once accepted, it is part of your contract. If your real speed is persistently lower, file a complaint with the provider (art. 285, 378 Pke).
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 Poland
What you can do
Measure your line with UKE's free certified SMJI kit, then complain to your provider within 12 months and claim what your contract provides. If it rejects your complaint, use UKE's free ADR or go to court.
The details
- For fixed lines the contract must explain the minimum, normally available, maximum and advertised download and upload speeds; for mobile, the estimated maximum and advertised speeds. (berec.europa.eu)
- A significant, continuous or regularly recurring gap between real and contracted performance, established by a monitoring mechanism the regulator has certified, counts as non-conformity for the remedies available to you under national law (Reg. 2015/2120 art. 4(4)). (berec.europa.eu)
- Your pre-contract information must state the compensation amounts and payment rules, in particular when the contracted quality level is not reached (art. 285 Pke). (eli.gov.pl)
- The Pke's special right to end a contract for persistent gaps between service and contract (art. 380) does not cover internet access; for slow internet, liability follows the Civil Code (art. 376 Pke). (eli.gov.pl)
UKE – System Monitorowania Jakości Internetu (SMJI)
Lends you a free measuring probe through the PUE UKE platform and, once you return it, gives you a report of certified measurements of your fixed-line internet.
Prezes UKE – pozasądowe rozwiązywanie sporów konsumenckich (ADR)
Free out-of-court settlement of your dispute with a telecom provider, after you have filed a complaint with it.
Official speed test official
System Monitorowania Jakości Internetu (SMJI)
On 25 July 2025 UKE certified SMJI as the monitoring mechanism under art. 4(4) of EU Regulation 2015/2120. You can use its free report in your complaint to show persistent gaps between real and contracted speeds. Fixed lines only, up to 1 Gb/s.
🪜 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
❓ 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 Poland 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
- eli.gov.pl →
- berec.europa.eu →
- uke.gov.pl →
- cik.uke.gov.pl →
- cik.uke.gov.pl →
- uke.gov.pl →
- cik.uke.gov.pl →
- cik.uke.gov.pl →
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