Subscriber and consumer rights for IPTV and TV services

The contract and the terms and conditions

A subscriber contract consists of the individual subscriber contract and the general terms and conditions. The terms and conditions must be publicly available and include, among other things:

• what the service includes and its quality targets,
• fees and the method of billing and payment,
• deadlines for fault reporting, fault repair and complaint handling,
• the penalty payable for late or defective performance,
• the rules for amending and terminating the contract.

Providers also hand over the main conditions in a short contract summary. Stream Technology's documents are available on the documents page, and the key points are summarised in the terms and conditions overview.

Withdrawal from online contracts

If you conclude a contract as a consumer at a distance – for example on a website or by phone – you can generally withdraw within 14 days without giving a reason. If, at your express request, the service started within the withdrawal period, you must pay a proportionate fee for the service used until then. The exact conditions are set out in the provider's information and terms and conditions.

Fault reporting and repair

The provider must log fault reports, investigate them and fix them within the deadline committed to in its terms and conditions. If it fails to do so, the subscriber is usually entitled to a penalty payment.

Before reporting a fault, it is worth going through our troubleshooting guide – many problems can be solved at home in a few minutes.

Complaint handling step by step

1. Write to the providerMake your complaint in writing (by e-mail) if possible, and keep the reply and the case number.
2. Wait for the investigationAs a rule, the provider responds to a written complaint on the merits within 30 days.
3. Turn to a conciliation boardIf you do not accept the answer, the conciliation board for your place of residence can help resolve the dispute free of charge and without court proceedings.
4. Authority or courtFor technical quality and network issues you can turn to the NMHH, and as a last resort to a court.

Billing disputes, arrears and price increases

• Billing disputes – if you dispute an invoice, tell the provider; the terms and conditions set out how the payment deadline changes in that case.
• Arrears – the provider may restrict or terminate the service only after the notices required by law and the terms and conditions.
• Unilateral contract amendment – if the provider changes the terms to your disadvantage, the law and the terms and conditions give you a right to terminate within a set deadline.

Frequently asked questions

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