Internet slower than promised in Spain: your rights

The short answer

For fixed internet, your contract must state the minimum, normally available, maximum and advertised download and upload speeds (for mobile, the estimated maximum and advertised speeds) and explain your remedies if the real speed falls significantly short (art. 76.6 Ley 11/2022).

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: boe.es · Checked 2026-10-14

📜 The rules in Spain

What you can do

Complain to your operator with your evidence. If it does not answer within a month or you disagree, claim with the Oficina within three months. A significant shortfall proven with a certified mechanism counts as a lack of conformity.

The details

A significant, continuous or regularly recurring gap between the real and the stated speed counts as a lack of conformity, opening consumer remedies, when it is established by a monitoring mechanism certified by a competent authority (art. 76.8). (boe.es)
Operators usually advertise maximum speeds, not minimum ones. Check the minimum speed in your contract; if you do not have the contract, the operator must send you a copy free of charge on request. (usuariosteleco.digital.gob.es)
Internet providers must have transparent, simple and effective procedures to handle complaints about speed and your other open-internet rights (art. 76.7). (boe.es)
The CNMC's free test measures your connection on fixed and mobile networks, but its results are for information only and it does not certify individual line performance. (calidadtelecos.cnmc.gob.es)

Oficina de Atención al Usuario de Telecomunicaciones

If the quality you get does not match your contract and your operator does not solve it, you can complain to the Oficina.

📞 91 945 89 74 🔗 usuariosteleco.digital.gob.es

Official source: usuariosteleco.digital.gob.es · Checked 2026-10-14

Test de velocidad de la CNMC

Official, free, ad-free speed test, with statistics on speeds by operator, technology and area.

🔗 calidadtelecos.cnmc.gob.es

Official source: calidadtelecos.cnmc.gob.es · Checked 2026-10-14

Official speed test official

Test de velocidad de la CNMC

Information only. The CNMC says its test is not designed to certify or resolve individual problems with your internet service, and that single measurements may not show your connection's real quality and speed.

🔗 calidadtelecos.cnmc.gob.es

Official source: calidadtelecos.cnmc.gob.es · Checked 2026-10-14

🪜 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

Oficina de Atención al Usuario de TelecomunicacionesIf the quality you get does not match your contract and your operator does not solve it, you can complain to the Oficina.📞 91 945 89 74 🔗 usuariosteleco.digital.gob.es/reclamaciones/telefonia-e-internet

Test de velocidad de la CNMCOfficial, free, ad-free speed test, with statistics on speeds by operator, technology and area.🔗 calidadtelecos.cnmc.gob.es

Ministerio para la Transformación Digital y de la Función Pública (Secretaría de Estado de Telecomunicaciones e Infraestructuras Digitales)Supervises phone and internet providers and explains your rightsFor information, and to report a provider that breaks the rules📞 91 945 89 74 🔗 usuariosteleco.digital.gob.es/derechos-usuario

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