My internet is slower than promised: what can I do in Italy?
If your internet repeatedly or continuously falls well short of the minimum download or upload speed, maximum delay or packet-loss values in your contract, you can withdraw without any cost and still claim compensation.
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 Italy
What you can do
Test your line with Ne.Me.Sys., send the certificate to your provider within 30 days, and if a second test still fails, withdraw from internet access without penalty. Unpaid compensation can be claimed through ConciliaWeb.
The details
- Measure your fixed line with the free Ne.Me.Sys. software on MisuraInternet. If the result is worse than guaranteed, send the certificate to your provider within 30 days of the date on it. (misurainternet.it)
- The provider then has 30 days from receiving your complaint to restore the guaranteed quality. (misurainternet.it)
- If a second Ne.Me.Sys. test, made after the provider's intervention, is still below the contract, you can withdraw from the internet service without penalty; the withdrawal takes effect 30 days after the provider receives it. (misurainternet.it)
MisuraInternet (Ne.Me.Sys.)
Official internet speed test, run by Fondazione Ugo Bordoni under AGCOM's coordination (delibere 244/08/CSP and 147/09/CSP). Its free Ne.Me.Sys. software issues a certified measurement of your fixed line.
Autorità per le Garanzie nelle Comunicazioni (AGCOM)
Telecom regulator. Its contact center answers questions and takes reports: 800.185060 from a landline, 081.750750 from a mobile or abroad, Monday to Friday 10:00-14:00.
Official speed test official
MisuraInternet - Ne.Me.Sys.
Yes. The Ne.Me.Sys. certificate is valid for a complaint, a penalty-free withdrawal or a compensation claim when your minimum speed or maximum delay is worse than the values guaranteed in your contract.
🪜 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 Italy 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
- agcom.it →
- misurainternet.it →
- misurainternet.it →
- agcom.it →
- misurainternet.it →
- agcom.it →
- conciliaweb.agcom.it →
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