---
title: "Internet problems in Austria: RTR-Netztest and RTR dispute settlement · Kilobat Guides"
url: "https://kilobat.app/guides/austria-internet-rtr-complaint"
description: "Prove slow fixed internet with the certified RTR-Netztest, complain in writing and take an unresolved Austrian dispute to the RTR dispute settlement body."
---

# Internet problems in Austria: RTR-Netztest and RTR dispute settlement

Complain to your provider in writing first. If it does not answer within four weeks, or you disagree with the answer, RTR’s dispute settlement body is free.

Applies to: Home internet on Windows, macOS, phones and tablets. No Kilobat account or app required. · Checked: 6 November 2026

## When this helps

- Your home internet service is in Austria.
- A persistent fault or speed problem remains unresolved.

## Find three speeds in your contract

Fixed-line contracts must state the minimum, normally available and maximum speeds. Mobile internet contracts state only an estimated maximum.

## Measure with the certified RTR-Netztest

1. Open the certified measurement on netztest.at in a desktop browser.
2. Complete at least three cycles on three different days within two weeks.
3. Each cycle runs about 1 hour 45 minutes, with a test every 15 minutes.
4. You need at least 18 successful tests, and at least two in each cycle.
5. Download each cycle’s PDF at once. RTR does not keep them.

On fixed lines, RTR treats the certified measurement as prima facie evidence for a warranty claim. It cannot record a complete outage.

## Complain in writing

A phone call is not enough. Send a written complaint and keep a copy.

To dispute a bill, object within three months of receiving it. Pay the undisputed part.

## Apply to the RTR dispute settlement body

You can apply if you disagree with the written answer or have waited more than four weeks. Apply within one year of the complaint to the provider.

The procedure is free. Apply with RTR’s online form. Disputes under €20 are usually not possible.

## Prepare your complaint

Use the [complaint template](https://kilobat.app/guides/broadband-complaint-letter) to state the problem, evidence and requested resolution. Keep the tone factual.

You can collect evidence without Kilobat. If you use a Kilobat report, review it before sharing and add your test conditions.

## Still stuck?

You can ask for help at [ping@kilobat.app](https://kilobat.app/internet-problems#ask). Send your symptoms and reviewed test results, with or without Kilobat.

## Provider pages

Outage tools, equipment checks and how to complain, provider by provider.

- [Magenta Telekom](https://kilobat.app/guides/magenta-fiber-box-slow-internet-complaint): Magenta Internet Fiber Box

## The evidence pack

In Kilobat’s Health, click Report… and the Complaint tab takes you through four steps: the problem, your evidence, your request and a review. Then Kilobat Pro builds one PDF: a summary, a letter ready to send, your speed against your plan, every outage and the rule that applies, saved beside the evidence file it came from. The Quick report is free; the Complaint tab, its PDF pack and the outage-credit estimate and claim are part of Kilobat Pro.

Page 3: every speed test charted against the advertised speed and the guaranteed minimum, with evenings against the rest of the dayPage 2: the complaint letter, with the problem, the plan and contract wording, the measurements, the requested resolution and a date to reply byPage 1 of a sample complaint pack: the verdict, eight figures from advertised speed to time without internet, a credit estimate and the contents

Example complaint pack. Yours is built from your own measurements; you review every page before you send it.

[See the complaint pack](https://kilobat.app/internet-complaint) [Pro, $29 once](https://kilobat.app/#pricing)

## Sources

- [RTR: bill objection and dispute settlement](https://www.rtr.at/TKP/was_wir_tun/telekommunikation/konsumentenservice/faq/einspruch_und_schlichtung.de.html)
- [RTR: the dispute settlement procedure](https://www.rtr.at/TKP/was_wir_tun/telekommunikation/konsumentenservice/schlichtungsverfahren/TKKS_Schlichtung.de.html)
- [RTR: internet connections and contract speeds](https://www.rtr.at/TKP/was_wir_tun/telekommunikation/konsumentenservice/information/informationen_fuer_konsumenten/TKKS_Internetanschluss.de.html)
- [RTR: certified measurement guide (PDF)](https://www.rtr.at/TKP/service/rtr-nettest/help/certified_measurement/Anleitung_zert_Messung.pdf)
- [RTR-Netztest: certified measurement](https://www.netztest.at/de/ZertMessung)

Checked on 6 November 2026.

## Related guides

- [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point.
- [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.
- [Broadband consumer-rights changes: complaint deadlines and speed evidence](https://kilobat.app/guides/internet-customer-rights-updates): Check the effective date and service type before using a new rule.