My internet is slower than promised: what can I do in Luxembourg?
The ILR's free tool checkmynet.lu, online or as an app, tests the speed and quality of your fixed or mobile internet against your contract. If they fall short, complain to your provider in writing as early as possible.
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 Luxembourg
What you can do
Complain to your provider in writing and allow about two weeks for a reply. If it does not answer or the answer is unsatisfactory, you can file with the ILR's free mediation service. Your contract must list the remedies available.
The details
- For fixed internet, your contract must state the minimum, normally available, maximum and advertised speeds; for mobile internet, the estimated maximum and advertised speeds. (myilr.lu)
- Under EU law, a significant, continuous or recurring gap between real and contracted speed, established by a monitoring mechanism certified by the regulator, counts as non-conformity and opens your remedies under national law. (publications.europa.eu)
- Your provider may not block, slow down or discriminate against internet traffic, except in specific cases set by EU law. (myilr.lu)
ILR – Service médiation
Out-of-court mediation for consumers living in Luxembourg or elsewhere in the EU, in disputes with telecom providers established in Luxembourg, after a written complaint to the provider.
Institut Luxembourgeois de Régulation (ILR)
Luxembourg's telecom regulator: supervises the electronic communications market, makes sure consumer rights are respected and provides the checkmynet.lu speed test.
Official speed test official
checkmynet.lu
The ILR lists checkmynet.lu as its monitoring mechanism under Article 4(4) of the EU Open Internet Regulation, to compare real performance with your contract. Its pages do not say that a test result alone is binding proof.
🪜 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 Luxembourg 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
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