Phone & internetPT
Phone & internet · Portugal
Checked 2026-10-14

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

The short answer

For fixed internet, the contract summary must state the minimum, normally available and maximum speeds; for mobile, an estimated maximum. It must also explain your remedies if the real speed keeps falling short. Measure with NET.mede, ANACOM's speed test.

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.

Official source: anacom-consumidor.pt · Checked 2026-10-14

📜 The rules in Portugal

What you can do

A significant, continuous or recurring gap shown by a monitoring system certified by ANACOM counts as non-conformity and triggers your remedies under national law. If the operator actually breaches the contract, you can cancel without penalty and may claim compensation.

The details

  • The minimum speed is guaranteed: a measurement may never be lower, except during a complete outage. Real speed also depends on server load, an old or infected computer, and Wi-Fi instead of a cable. (anacom-consumidor.pt)
  • NET.mede tests download and upload speed, latency, jitter and packet loss in your browser or app. Its servers sit at a neutral exchange point, so all operators are tested on equal terms. (anacom-consumidor.pt)
  • Offers sold as 'unlimited' may only be slowed in exceptional cases to avoid exhausting network capacity, for a limited time, and normal service must be restored as soon as possible. (anacom-consumidor.pt)
  • If your operator does not solve the problem or you are not satisfied with its solution, complain in writing or in the complaints book. Still unsolved? Go to a consumer arbitration centre or a Julgado de Paz. (anacom-consumidor.pt)

ANACOM – Autoridade Nacional de Comunicações

Telecom regulator: explains your rights, receives every complaints-book complaint and can sanction operators. It does not settle your individual dispute and refers you to the consumer arbitration centres.

📞 800 206 665🔗 anacom-consumidor.pt
Official source: anacom-consumidor.pt · Checked 2026-10-14

Centros de Arbitragem de Conflitos de Consumo (CACC)

Consumer arbitration centres that settle disputes with your phone or internet operator by mediation, conciliation or arbitration. Free for communications services; the operator must accept arbitration if you choose it.

🔗 anacom-consumidor.pt
Official source: anacom-consumidor.pt · Checked 2026-10-14

Official speed test official

NET.mede

ANACOM says NET.mede results can be an important element in questioning your operator, and you can download them as PDF, XLSX or CSV. Its pages do not say a result counts as proof from a certified monitoring system.

🔗 netmede.pt
Official source: anacom-consumidor.pt · Checked 2026-10-14

🪜 Step by step

  1. Find the promised speedsYour contract summary lists the speeds, often as a maximum, a normally available and a minimum speed.
  2. 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.
  3. Report it to the providerSend the results, ask for the problem to be fixed and keep a copy of everything you send and receive.
  4. 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

ANACOM – Autoridade Nacional de ComunicaçõesTelecom regulator: explains your rights, receives every complaints-book complaint and can sanction operators. It does not settle your individual dispute and refers you to the consumer arbitration centres.📞 800 206 665🔗 www.anacom-consumidor.pt
Centros de Arbitragem de Conflitos de Consumo (CACC)Consumer arbitration centres that settle disputes with your phone or internet operator by mediation, conciliation or arbitration. Free for communications services; the operator must accept arbitration if you choose it.🔗 www.anacom-consumidor.pt/pesquisa-de-centros-de-arbitragem-de-conflitos-de-consumo
NET.mede officialMeasures the speed of your internet connectionWhen your connection is slower than your contract says🔗 www.netmede.pt

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 Portugal 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

Checked: 2026-10-14

🧭 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.

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