Service charter

Service charter - archive

In order to ensure transparency in its relations with customers, and in accordance with the Directive of the Council of Ministers of 27 January 1994 on the “Principles governing the provision of public services”, Resolution No. 179/03/CSP on the “Approval of the general directive on quality and service charters for telecommunications services pursuant to Article 1, paragraph 6, letter b), item 2 of Law No. 249 of 31 July 1997”, and Resolution No. 131/06/CSP on the “Approval of the directive on quality and service charters for fixed-line Internet access services pursuant to Article 1, paragraph 6, letter b), item 2 of Law No. 249 of 31 July 1997”, as well as subsequent Resolution 244/08/CSP and subsequent provisions, Mynet has prepared its “Service Charter”.

Service Charter

The text of the Service Charter is available below in PDF format:

Service Charter (Year 2017)
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Service Charter (Year 2016)
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Service Charter (Year 2013)
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Service Charter (Year 2012)
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Service Charter (Year 2011)
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Service Charter (Years 2008, 2009 and 2010)
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Service Charter annex
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Quality indicators (fixed-line Internet access services)

Annual reports and summaries, together with annual and half-yearly surveys, are available below. The information required under Article 8, paragraph 6 and Annex 6 of AGCOM Resolution 244/08/CSP, as subsequently amended, concerning minimum quality standards and the performance of fixed-line Internet access services is available in the latest version of the “Basic offer performance” document:

Quality parameters report (Year 2017)
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Quality parameters summary (Year 2017)
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Quality parameters survey (Year 2017)
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Basic offer performance (second half of 2017)
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Indicator survey (second half of 2017)
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Basic offer performance (first half of 2017)
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Indicator survey (first half of 2017)
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Quality parameters report (Year 2016)
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Quality parameters summary (Year 2016)
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Quality parameters survey (Year 2016)
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Basic offer performance (second half of 2016)
Basic offer performance (second half of 2016)

Indicator survey (second half of 2016)
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Basic offer performance (first half of 2016)
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Indicator survey (first half of 2016)
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Quality parameters report (Year 2015)
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Quality parameters summary (Year 2015)
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Quality parameters survey (Year 2015)
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Basic offer performance (second half of 2015)
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Indicator survey (second half of 2015)
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Basic offer performance (first half of 2015)
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Indicator survey (first half of 2015)
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Quality parameters report (Year 2014)
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Quality parameters summary (Year 2014)
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Quality parameters survey (Year 2014)
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Basic offer performance (second half of 2014)
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Indicator survey (second half of 2014)
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Basic offer performance (first half of 2014)
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Indicator survey (first half of 2014)
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Quality parameters report (Year 2013)
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Quality parameters summary (Year 2013)
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Quality parameters survey (Year 2013)
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Basic offer performance (second half of 2013)
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Indicator survey (second half of 2013)
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Basic offer performance (first half of 2013)
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Indicator survey (first half of 2013)
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Quality parameters report (Year 2012)
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Quality parameters summary (Year 2012)
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Basic offer performance (second half of 2012)
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Indicator survey (second half of 2012)
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Basic offer performance (first half of 2012)
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Indicator survey (first half of 2012)
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Quality parameters report (Year 2011)
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Quality parameters summary (Year 2011)
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Indicator survey (Year 2011)
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Basic offer performance (second half of 2011)
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Indicator survey (second half of 2011)
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Basic offer performance (first half of 2011)
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Indicator survey (first half of 2011)
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Quality parameters report (Year 2010)
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Quality parameters summary (Year 2010)
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Indicator survey (Year 2010)
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Basic offer performance (second half of 2010)
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Basic offer performance (first half of 2010)
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Indicator survey (second half of 2010)
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Indicator survey (first half of 2010)
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Pursuant to Article 8, paragraph 5 of AGCOM Resolution 244/08/CSP, please note that, since October 2010, the “Misura Internet” website has offered a service for checking the quality of fixed-line Internet access (the Nemesys software). The data produced by Nemesys can be compared with the values in the latest publication of “Basic offer performance”.

More information on the line connection speed is available at this link.

Alternatively, for a quicker informal performance check, you can use SPEEDTEST.NET. Make sure you use a device that is not connected via Wi-Fi and that no traffic from other devices is passing through the connection. The results may be sent to the helpdesk to support reports of possible problems with the speed of the access service.