---
title: "Internet problems in Spain: operator claims and the Telecom User Office · Kilobat Guides"
url: "https://kilobat.app/guides/spain-internet-telecom-user-office-complaint"
description: "Claim automatic outage refunds from your Spanish operator and take an unresolved internet dispute to the Oficina de Atención al Usuario de Telecomunicaciones."
---

# Internet problems in Spain: operator claims and the Telecom User Office

Complain to your operator first. If it does not answer within one month, or you disagree, the Oficina de Atención al Usuario de Telecomunicaciones decides the claim for 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 Spain.
- A persistent fault or speed problem remains unresolved.

## Record outages and speeds

Note when each outage started and ended. The refund rules depend on its length and the time of day.

The CNMC offers a free speed test that follows BEREC guidelines. Use it over a cable and repeat it at different times.

## Complain to the operator

1. Complain to the operator’s customer service within one month of learning of the problem.
2. Keep the complaint reference number and the date.
3. Wait one month for an answer.

## Take it to the Oficina de Atención al Usuario

You can complain to the Oficina if the operator does not answer within one month, or its answer does not satisfy you. You then have three months to file.

The procedure is free. The Oficina must decide within six months, and its decision binds the operator.

Claims for damages are outside this procedure.

## Refunds for internet outages

Under Real Decreto 899/2009, the operator must refund the fixed fees for the time a temporary internet outage lasted.

The refund is automatic when the outage lasts more than six hours between 8:00 and 22:00. It appears on your next bill.

For a bundle without a separate internet price, the internet share is 50% of the bundle price.

## 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.

- [DIGI](https://kilobat.app/guides/digi-router-slow-internet-complaint): DIGI router
- [Movistar](https://kilobat.app/guides/movistar-router-slow-internet-complaint): Router Smart WiFi
- [Orange Spain](https://kilobat.app/guides/orange-spain-livebox-slow-internet-complaint): Livebox (Orange Spain)

## 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

- [Oficina de Atención al Usuario de Telecomunicaciones: complaints FAQ](https://usuariosteleco.digital.gob.es/te-interesa/preguntas-frecuentes?faq=%27Reclamaciones%27)
- [Real Decreto 899/2009, charter of electronic communications user rights](https://www.boe.es/buscar/act.php?id=BOE-A-2009-8961)
- [Orden ITC/1030/2007, the complaint procedure](https://www.boe.es/buscar/act.php?id=BOE-A-2007-8274)
- [Ley 11/2022, General de Telecomunicaciones](https://www.boe.es/buscar/act.php?id=BOE-A-2022-10757)
- [CNMC: speed test](https://calidadtelecos.cnmc.gob.es/)

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.