Slow internet in Germany: prove underperformance and request a price reduction

For a formal speed claim in Germany, use the Bundesnetzagentur’s official measurement procedure. Ordinary speed tests help diagnose the problem but do not replace its protocol.

Applies to: Home internet on Windows, macOS, phones and tablets. No Kilobat account or app required.Checked: 3 November 2026

When this helps

  • Your home internet service is in Germany.
  • A persistent fault or speed problem remains unresolved.

Find three speeds in your contract

For fixed-line internet, find the minimum, normally available and maximum download and upload speeds. Keep the contract’s exact wording.

Choose the fixed-line procedure for DSL, cable or fibre. Mobile internet uses a separate procedure with different conditions.

The fixed-line measurement schedule

  1. Install the official Breitbandmessung desktop app and read its preparation checks.

  2. Complete 30 measurements across three measuring days within 14 days.

  3. Take ten measurements on each measuring day. Leave at least one full calendar day between measuring days.

  4. Follow the app’s required pauses: at least five minutes between measurements and three hours between the fifth and sixth.

  5. Use the required wired setup and complete the app’s checks. Save the final measurement protocol.

Send the protocol to your provider

The Bundesnetzagentur describes price-reduction and special-termination rights where the official evidence establishes significant underperformance. Assert these rights directly with your provider.

Attach the protocol and identify the contract and requested remedy. Ask for a written response. The amount and applicability need assessment for your circumstances.

Mobile internet has a different procedure

The mobile proof procedure took effect on 20 April 2026. Use its dedicated app and instructions. Do not apply the fixed-line schedule to mobile tests.

Kilobat can supply supporting observations from your Mac. It is not the official German measurement tool.

Prepare your complaint

Use the complaint template 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. Send your symptoms and reviewed test results, with or without Kilobat.

Sources

Checked on 3 November 2026.