---
title: "Internet problems in Italy: complaints, ConciliaWeb and AGCOM compensation · Kilobat Guides"
url: "https://kilobat.app/guides/italy-internet-agcom-complaint"
description: "Report the fault, certify slow speeds with Ne.Me.Sys, use the free ConciliaWeb conciliation and check AGCOM’s per-day compensation for Italian internet outages."
---

# Internet problems in Italy: complaints, ConciliaWeb and AGCOM compensation

Report the fault to your operator first. If it stays unresolved, request a free conciliation on ConciliaWeb, which you must try before going to court.

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 Italy.
- A persistent fault or speed problem remains unresolved.

## Record the fault and when you reported it

Note when each outage started and ended, and keep your fault reports. AGCOM compensation runs from the date you reported the fault.

Report a fault within three months. A later report can rule out compensation under AGCOM’s rules.

## Certify slow speeds with Ne.Me.Sys

1. Install Ne.Me.Sys, the free MisuraInternet app whose certificate has legal value.
2. Run the measurement over a cable and save the certificate.
3. If the result is below the minimum speed in your contract, send it with a complaint to the operator.
4. Measure again at least 30 days later if the operator does not fix it.

If the second certified measurement confirms the problem, you can withdraw from the internet service without penalties. AGCOM’s ordinary speed test helps diagnose but is not certified.

## Conciliation on ConciliaWeb

Conciliation is free on ConciliaWeb and runs through your regional Co.re.com. You must try it before taking the operator to court.

You can go to court 30 days after you file the conciliation request. You can also ask the Co.re.com to keep the service running during the procedure.

If conciliation fails, you can ask for a decision (definizione) within three months. It can order refunds and compensation, but not other damages.

## AGCOM compensation (indennizzi)

AGCOM’s compensation rules set minimum amounts per day. Better terms in your contract apply instead.

| Problem | Compensation per day |
|---|---|
| Complete interruption, caused by the operator | €6 per service |
| Irregular or discontinuous service | €3 per service |
| Late activation | €7.50 |
| No reply to your complaint | €2.50, up to €300 |

The amounts for activation delays, suspensions and interruptions rise by one third for ultra-broadband access. Business lines get double.

## 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.

- [Fastweb](https://kilobat.app/guides/fastweb-nexxt-slow-internet-complaint): Fastweb NeXXt
- [iliad Italia](https://kilobat.app/guides/iliadbox-slow-internet-complaint): iliadbox
- [TIM](https://kilobat.app/guides/tim-hub-slow-internet-complaint): TIM HUB+
- [WINDTRE](https://kilobat.app/guides/windtre-hub-slow-internet-complaint): WINDTRE HUB

## 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

- [AGCOM: disputes between users and operators](https://www.agcom.it/agcom-per-te/i-miei-diritti/contenzioso-tra-utenti-e-operatori)
- [AGCOM: the conciliation procedure](https://www.agcom.it/competenze/consumatori/controversie-tra-utenti-finali-e-fornitori-di-servizi-di-comunicazioni-2023/procedura-di-conciliazione)
- [AGCOM: Delibera 203/18/CONS, dispute resolution rules](https://www.agcom.it/provvedimenti/delibera-203-18-cons)
- [AGCOM: Regolamento indennizzi, Delibera 347/18/CONS (PDF)](https://www.agcom.it/sites/default/files/migration/attachment/Allegato%2020-7-2018.pdf)
- [MisuraInternet: Ne.Me.Sys](https://www.misurainternet.it/)
- [MisuraInternet: complaint with a Ne.Me.Sys certificate](https://www.misurainternet.it/reclamo/)

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.