A Dutch fixed-internet contract is not just an advertised maximum speed. For fixed access, the provider must give contractual information about minimum, normally available and maximum download/upload speeds. That gives you a much stronger basis for testing a persistent speed problem than an advertisement saying “up to” a headline number.
The three speed numbers to find in your contract
- Minimum speed: ACM says the measured fixed-line speed should not fall below this contractual minimum.
- Normally available speed: ACM’s consumer guidance says this should be reached in at least 8 of 10 measurements.
- Maximum speed: at least 1 of 10 measurements should reach 90% of the stated maximum.
These rules concern the internet access service. Wi-Fi inside your home can be slower because of distance, walls, interference or your own equipment. For a serious complaint, test in a way that isolates the provider connection – ideally wired to the router/modem and with other heavy traffic stopped.
Fibre, cable and DSL
| Connection | Practical points |
|---|---|
| Fibre | Can offer very high speeds and often strong upload performance. Availability is address-specific; fibre being present in the street does not always mean the individual home is activated. |
| Cable/coax | Widely used and capable of high download speeds. Upload/download characteristics can differ from fibre. |
| DSL/copper | Performance can depend strongly on line length and local infrastructure; check the actual address estimate. |
Your own modem/router
ACM ConsuWijzer says consumers have router freedom and can usually choose their own modem; a provider cannot simply force one brand/model. Your device must meet the network and safety requirements, and a provider can refuse unsafe or technically incompatible equipment. Providers must publish the technical settings needed to connect compatible customer equipment; some personalised settings may need to be requested.
On fibre, check whether the network is PTP or PON before buying hardware. A modem suitable for one is not necessarily suitable for the other.
Do not confuse line speed with Wi-Fi quality
If the wired test is healthy but a bedroom is slow, the problem may be your internal network. Before upgrading the subscription, try router placement, 5/6 GHz versus 2.4 GHz trade-offs, ethernet, mesh/access points and avoiding dense interference. Keep provider-supplied equipment available if the provider reasonably needs it to diagnose the line.
When speed is persistently below contract
- Save the contract speed commitments.
- Record multiple wired measurements at different times.
- Report the problem and obtain a ticket/reference number.
- Give the provider a reasonable opportunity to diagnose and fix it.
- If the provider still does not deliver materially as agreed, use the formal complaint/termination route described in the telecom-disputes guide.
New-build and fibre-sales warning
A sales contract for future fibre is not the same as a live connection today. ACM ConsuWijzer states that where a provider cannot meet the agreed fibre delivery date, it may propose a new date, but the consumer can choose not to accept that new date and end the contract. Preserve the promised delivery date in writing.