NET NEUTRALITY AND QUALITY OF INTERNET ACCESS INTERNET POLICY

Transcription

1 NET NEUTRAITY AND QUAITY OF INTERNET ACCESS INTERNET POICY In the specific context of net neutrality and under the EU Regulation of 25 November 2015 (2015/2120) laying down measures relating to open Internet access, informs its customers about: - traffic management which has an impact on service quality, the privacy of users, and data protection (I); - the volumes and s for the fixed and mobile networks (II); - the remedies available in case of a significant difference with the actual performance of the service (III). I. Managing fixed and mobile Internet traffic on s network 1.1 MEASURES TAKEN BY TANGO IN REATION TO FIXED AND MOBIE INTERNET ACCESS takes proactive measures to limit the risk of saturation on its fixed and mobile networks. is constantly analyzing network occupancy to adapt the dimensioning of its fixed and mobile networks where necessary, in order to provide customers with a continuous, optimal service. However, in spite of all the measures taken, sporadic network saturation cannot be ruled out. Customers may therefore notice a slow-down in their Internet traffic: an online movie may not play smoothly, or it may take longer to load a webpage or download or upload a document. Of course, such delays can also occur on your PC, smartphone or laptop for other reasons. 1.2 SPECIFICITIES OF MOBIE INTERNET ACCESS Multiple customers can access the mobile network simultaneously via the same antenna, in order to use mobile services. This situation has specific consequences Mobile Internet access Customers access mobile Internet via the nearest GSM antenna, or the antenna with the strongest signal. Access to each antenna is dimensioned in such a way that, in normal circumstances, customers can use mobile Internet and voice services at any time. 1

2 The same antenna can provide access to both mobile telephony and mobile Internet. In that case, mobile telephone traffic via the antenna is assigned a higher priority than mobile Internet traffic. However, if too many users try to access the antenna at the same time, the telephone or Internet service may become temporarily unavailable, or the customer may fall back on another mobile technology (e.g. switch from a 4G to a 3G mobile connection). If customers temporarily lose their mobile access, they will experience some delay when using their mobile data services. Most mobile devices will keep trying to connect to mobile Internet, which is why the customer will experience little or no inconvenience. imitations are possible due to external disruptions, interference with foreign networks in border zones, the distance from the GSM antenna, restrictions linked to commodo authorization obligations or to natural obstacles such as forests and/or artificial obstacles such as houses, metal structures, armored windows, etc Priority in case of saturation, depending on the subscription chosen In normal circumstances, the available bandwidth on an antenna for mobile data services is shared in equal measure between the different simultaneous users of data services via that antenna. II. Volumes and s for the fixed and mobile networks 2.1 FIXED INTERNET Speed: What can you get? The advertised in our sales communications is a theoretical for the fixed Internet connection, which cannot be received by all customers in practice. The you get depends on two things: on the one hand, technical factors in the network, and on the other, your individual situation at home. 2

3 The actual you can get depends, among others, on technical factors such as: the distance between the connection point in your home and the telephone exchange; the underlying DS technology; the Internet product desired; the network load during peak. Besides the network factors, your situation at home also influences your Internet experience. The following factors should be considered: the quality of your internal cabling; the power of your PC processor; the simultaneous use of your bandwidth by several devices. You can only receive the advertised theoretical if all of the above parameters are optimal. NB: if you use a wireless (Wi-Fi) connection, the you can receive could also be reduced (see below) Internet volume The volume included in the price of current services is unlimited 's fixed Internet offers: s Taking into account the above parameters, notably those under 2.1.1, and given the different factors that can influence the transmission of the signal, the actual at a customer's home can differ from the advertised by. Depending on your address, the and the normally available can be lower than the advertised for the selected offer. Below are the different s of 's fixed Internet offers, in accordance with the EU Regulation of 25 November 2015 (2015/2120): 3

4 Internet S Internet S Internet Internet Internet Internet Internet X Infrastructure xds FTTH xds xds FTTH FTTH FTTH Volume included Advertised Maximum Speed normally available Minimum Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited Unlimited 20 Mbps 768 Kbps Actual peak 30% of off-peak 128 Kbps 20 Mbps 768 Kbps 30 Mbps 10 Mbps 768 Kbps Actual peak offpeak peak 30% of off-peak 5 Mbps peak offpeak *Speed dependent on type of infrastructure available Actual peak 30% of off-peak 5 Mbps 500 Mbps 2 1 Gbps 500 Mbps 500 Mbps 9 peak peak peak peak peak 50 Mbps 4

5 Fiber Fiber Fiber Fiber S M X Infrastructure FTTH FTTH FTTH FTTH Volume included Unlimited Unlimited Unlimited Unlimited Advertised 20 Mbps Mbps 1 Gbps 10 Mbps 75 Mbps Mbps Maximum 20 Mbps Mbps 9 Fiber Speed normally available peak peak peak peak Minimum 15 Mbps 30 Mbps 500 Kbps 7.5 Mbps 15 Mbps 5

6 For Internet and Fibre offers purchased before July 2018 Infrastructure Volume included Advertised Maximum Speed normally available Minimum Internet FTTH Unlimited 200 Mbps 200 Mbps peak peak Fiber FTTH Unlimited 300 Mbps Mbps peak 30 Mbps 15 Mbps For offers purchased before April 2017 S Infrastructure xds xds xds FTTH FTTH Volume included Unlimited Unlimited Unlimited Unlimited Unlimited Advertised 20 Mbps 30 Mbps 200 Mbps Complet 768 Kbps 10 Mbps Maximum Actual Actual Actual 200 Mbps Speed normally available peak 30% of peak 30% of peak 30% of peak peak 6

7 off-peak off-peak off-peak peak peak Minimum 128 Kbps 5 Mbps 5 Mbps *Speed dependent on type of infrastructure available The of your line depends on several criteria and conditions for obtaining these values, which means that an advertised theoretical on an Internet line cannot be received by all customers. Below are a few factors that can block or reduce the connection quality: The distance from your distribution frame: the longer the distance, the lower the quality; The quality of the telephone cable network between the distribution frame and your home, or even within your home; The connection method: Ethernet or Wi-Fi => a wired connection is always faster than a Wi-Fi connection; The number of connected devices (computers, TV decoders, radio, Wi-Fi, tablet, game console, smartphone, etc.); Viruses or malware on your computer; Radio frequency interference caused by electronic devices (microwaves, washing machines, a neighboring Wi-Fi network); The power of your PC processor Impact of TV on your Internet service In normal circumstances, watching TV has no impact on browsing. The may sometimes decline, but not to the point of becoming bothersome. uses different flows for TV and Internet services on the same bandwidth. The flow used by TV has priority over that used by the Internet. As a result, the Internet will decline according to the number of TV sets being used simultaneously. For a limited number of customers, there will be an impact, but it will not bother them. 7

8 Only downloading heavy files could lead to some reduction in. For most customers, however, there will be no impact on browsing Wi-Fi Today, most devices connect wirelessly (via Wi-Fi). Additional factors should therefore be taken into account: The construction materials of your home. The Wi-Fi signal is sensitive to obstacles such as doors and walls. The type of wireless device used (tablet, smartphone, or laptop). The Wi-Fi antenna, the power of your device, may or may not be sensitive enough because your device is old. The waves produced by your household appliances. Certain household appliances (e.g. a microwave) emit radio waves, just like your modem. If these devices use the same frequency as your modem, this can cause interference. The location of your modem. If you want to browse on your mobile phone, tablet or laptop, it is better to stay as close as possible to your modem because the strength of the Wi-Fi signal decreases with distance Speed test Testing your line? It is important that no other source is being used when the test is initiated. In other words, don't run the test if your device is busy updating an app, downloading a file, streaming a video, or if several TV sets are on. In general, for a better result, you should run the connection test with a device directly connected to your modem via an Ethernet cable. Also, uninstall all types of spyware or advertising software, allowing your security software to scan your computer. Finally, make sure you update all your software in advance. 2.2 MOBIE INTERNET 4G 2G 3G 4G 4G+ 8

9 All subscriptions All subscriptions All subscriptions All subscriptions Maximum download Best Effort 42 Mbps Mbps Maximum upload Best Effort 2 Mbps In rural areas, 4G is limited to 75/25 Mbps, giving better penetration. You can check how much mobile Internet volume you have used in the month underway by consulting My. III Information on remedies If you have questions, complaints about this Internet Policy, or experience a significant drop in your, please contact at the following address: S.A., Customer Services, BP 23, Bertrange, or call our technical team on , from Monday to Friday, 8 a.m. to 10 p.m., and Saturdays and Sundays, 10 a.m. to 6:30 p.m. If you are not satisfied with 's response and/or don't receive a response within a month, you can contact the Mediation Service of the IR (Institut uxembourgeois de Régulation) at 17 rue du Fossé uxembourg, and fill in the online form provided ( Complaints will only be accepted if you can show that you first took the necessary steps with and/or a procedure relating to the same complaint has not already been introduced or implemented and/or legal proceedings on the same dispute are not pending before an ordinary criminal court. egal proceedings are always possible in accordance with Article 3.25 of these General Terms and Conditions. 9