---
title: "iliad Italia slow internet in Italy: tests, evidence and complaints · Kilobat Guides"
url: "https://kilobat.app/guides/iliadbox-slow-internet-complaint"
description: "iliad Italia internet slow or dropping out in Italy? Check equipment, compare tests, keep evidence and follow the complaint route."
---

# iliad Italia slow internet in Italy: tests, evidence and complaints

If your iliad Italia connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation.

Applies to: iliadbox Wi-Fi 7 (offers from April 2024) and the earlier Wi-Fi 6 and Wi-Fi 5 boxes, with the iliadbox Connect app for iOS and Android, as iliad’s help centre describes them in 2026. The app and display are in Italian, so labels come with an English gloss. · Checked: 3 November 2026

## When this helps

- You use iliad Italia in Italy.
- Your connection is slower than expected, drops out or performs badly at certain times.

## Check your iliadbox

These checks apply to iliadbox. Check the model before following its menus.

1. Look at the display; the time means the box finished starting up and is online.
2. **STEP** on the display means the box is stuck in an installation step.
3. A red light on the front of the Wi-Fi 7 box also means a problem; contact iliad on 177.
4. If the display stays dark, check power. The USB-C supply must deliver 15 V and at least 36 W.

## Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see [the iliadbox guide](https://kilobat.app/routers/iliadbox).

Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service.

1. Compare a wired connection to the router with Wi-Fi on the same device.
2. Repeat the same test server during the slowdown and at a quieter time.
3. Record download, upload, latency and whether another household device was using the connection.

## How to complain to iliad Italia

Use [iliad Italia’s official support](https://assistenza.iliad.it/privati/fibra/supporto/risoluzione-problemi-iliadbox) to report the fault. Request a formal complaint reference if it remains unresolved.

Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response.

Check the complaints procedure in your Italy service contract before escalating. Use the national regulator’s consumer guidance for your service.

## Your local escalation route

After an unresolved operator complaint, AGCOM provides ConciliaWeb for conciliation of eligible telecom disputes. Follow its current submission requirements.

[AGCOM ConciliaWeb](https://www.agcom.it/agcom-per-te/i-miei-diritti/contenzioso-tra-utenti-e-operatori) lists the conditions and application route.

## Collect the evidence with Kilobat

On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing.

The basic report export is free. [Kilobat Pro’s complaint wizard](https://kilobat.app/internet-complaint) helps assemble your evidence, impact and requested resolution into a draft you review and send.

Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure.

## Sources

- [iliad: iliadbox, guida e caratteristiche tecniche](https://assistenza.iliad.it/privati/fibra/supporto/iliadbox-guida-e-caratteristiche-tecniche)
- [iliad: Risoluzione problemi iliadbox](https://assistenza.iliad.it/privati/fibra/supporto/risoluzione-problemi-iliadbox)
- [iliad: Guida introduttiva iliadbox (PDF)](https://www.iliad.it/docs/guide-introduttive/Guida_introduttiva_iliadbox.pdf)
- [iliad: Informazioni su iliad wifi extender](https://assistenza.iliad.it/privati/fibra/supporto/informazioni-su-iliad-wifi-extender)
- [iliad: Risposte alle domande più frequenti sul mondo fibra](https://assistenza.iliad.it/privati/fibra/supporto/risposte-alle-domande-piu-frequenti-sul-mondo-fibra)
- [AGCOM ConciliaWeb](https://www.agcom.it/agcom-per-te/i-miei-diritti/contenzioso-tra-utenti-e-operatori)

Checked on 3 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.
- [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first.
- [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.