Caution, customers: pitfalls of fiber optic connections
Anyone looking to move to fiber optics should carefully check contracts, deadlines and possible alternatives. We explain rights, risks and sensible steps.
Although the expansion of fiber optic networks in Germany is progressing, the path to a fast Internet connection is often rocky for consumers. Delays in installation, unclear contract terms and high costs for subsequent upgrades are frequent annoyances. Those who know the pitfalls can arm themselves.
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There are three different expansion stages for fiber optic connections: FTTC (Fiber to the Curb) means fiber optics up to the distribution box on the street, from there it continues with copper; this applies to VDSL connections, for example. FTTB (Fiber to the Building) takes the optical fiber into the building, usually in larger apartment blocks. Only FTTH (Fiber to the Home) brings the optical fiber directly into the home and enables speeds of any level. Generally speaking, the copper content limits the speed.
If you are moving and need Internet at your new place of residence, you should check the availability of fiber optic connections at an early stage. The following applies: If providers only offer a maximum of 16 megabits, there is probably not yet a modern infrastructure. A look at the Federal Network Agency's broadband atlas can also help, although the information there is not always up-to-date or accurate.
On site, an orange empty conduit may indicate a prepared fiber optic connection. A fiber optic socket in the home or at least the aforementioned empty conduit in the basement through the so-called house tap indicate prepared connections, but do not replace a binding commitment.
Cost trap: retrofitting and transitional tariffs
If a company expands the fiber optic network in a street, it often offers the house connection free of charge or at a greatly reduced price – usually in conjunction with the conclusion of a contract. As a rule, owners should accept this offer. Anyone who decides to opt for a connection years later must expect considerable costs for the subsequent installation, which can quickly amount to 1500 euros or more.
There are risks when laying fiber optics, but they are rare. If damage occurs to other lines during the house connection, the provider as your contractual partner is the right addressee for claims for damages; subcontractors are of secondary importance for end customers.
According to the Telecommunications Act, network operators can market their new fiber optic networks exclusively for a provision period of five years (Section 72 (6) TKG). After this period, they must grant competitors access to the infrastructure. Municipalities must therefore generally approve underground construction, so that duplicate installations in a street are possible. Of course, this is not efficient.
Transitional tariffs
If the ordered fiber optic connection is not immediately available, providers often offer so-called transitional tariffs. Consumers do not have to accept such an offer. These tariffs are typically only discounted for a few months and then become more expensive, so you should calculate such transitional solutions carefully. Calculate the worst case (long extension) and compare the total costs with your previous tariff. If the transition tariff ends up being more expensive, it is better not to take it out.
"Copper lines will be switched off sooner or later" (Urs Mansmann)
Legally, consumers are entitled to the provision of telecommunications services (§ 156 TKG), but not to a specific bandwidth. Fallbacks such as LTE are generally permitted, but can be unreliable and require an external antenna, which landlords must agree to.
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Rights in the event of relocation and delays
If the previous provider cannot provide the previous contractually owed service at the new place of residence, customers have a special right of termination with only one month's notice. This also applies when moving abroad. Some providers try to talk their way out of this, but Section 60 (2) of the Telecommunications Act is clear on this point.
If a promised connection date is not met, consumers should take action. If a specific date has been agreed, the provider is automatically in default if it is not met. As long as only a period of time was specified in the contract, the customer must set a reasonable deadline for performance in order to put the provider in default.
On condition that such reminders remain unsuccessful, consumers can turn to the Federal Network Agency as the supervisory authority. Although the agency does not pursue individual cases, it does take action in the event of an accumulation of complaints against a provider. The Federal Network Agency's Telecommunications Arbitration Board is responsible for resolving individual disputes.
In the c't podcast "Caution, customer!", we discuss how customers can effectively insist on a timely connection date and what they should generally pay attention to when getting a new fiber optic connection.
All episodes of the consumer protection podcast and the cases discussed can be found at ct.de/Vorsicht-Kunde. We welcome suggestions, praise, and criticism of the c't podcast "Vorsicht, Kunde!" in the comments.
You can read the c't article on the dispute discussed in the podcast here:
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