TIM slow internet in Italy: tests, evidence and complaints

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

Applies to: TIM HUB+ by ZTE (H388X, H388XF Executive, H2740) and the earlier TIM HUB by Technicolor (DGA4132), menus as of 2026. The interfaces are in Italian; labels are given with an English gloss. Paths are for the TIM HUB+ unless marked TIM HUB.Checked: 3 November 2026

When this helps

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

Check your TIM HUB+

These checks apply to TIM HUB+. Check the model before following its menus.

  1. Sign in and click Internet for a summary of the internet service.

  2. Open Informazioni connessione DSL (DSL connection information) for the line sync speed.

  3. Open Stato connessione DSL (DSL connection status) for the IP address, DNS servers and connection time.

  4. On the TIM HUB, use Banda larga (Broadband), Diagnostica (Diagnostics) and Gestione Modem (Management) for the event log.

Separate the service from your home Wi-Fi

For the exact settings and supported equipment, see the TIM HUB+ guide.

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 TIM

Use TIM’s official support 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 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 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

Checked on 3 November 2026.